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Healthcare Experience Management

Solutions that help provider and payer organizations measure the healthcare experience of various stakeholders. These solutions often focus on the patient experience but may also measure the experience of members, families, consumers, clinicians, or staff.

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Adam Cherrington
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Latest Related Report

Healthcare Experience Management 2024: Improving the Healthcare Experience for More than Just Patients) Report Cover Image
Performance
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Healthcare Experience Management 2024: Improving the Healthcare Experience for More than Just Patients
28 June 24
The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS’ <a href="https://klasresearch.com/report/patient-experience-improvement-2021-increased-consumerism-driving-need-for-customized-real-time-feedback/1745" target="_blank"><u style="color:#4c8bc9;">Patient Experience Improvement 2021 report</u></a>). Now, with the rise of healthcare consumerism, organizations want to broaden their reach to improve the experience of other stakeholders in the healthcare ecosystem aside from patients, such as family members/caregivers, employees, clinicians, and even potential consumers and patients. As such, this report—focused more holistically on healthcare experience management<sup>†</sup>—examines customer feedback on how well vendors are developing their offerings to improve the experience of all healthcare stakeholders, not just patients. <p style="font-size:.85em; color:#858d96;">† KLAS plans to rename our Patient Experience Improvement market segment to Healthcare Experience Management soon after this report’s publication.</p>

Report Abstract

Key Findings:

  1. Customers of High-Performing Feedtrail & Market Share Leader Press Ganey Report Both Broad & Deep Adoption for Measuring Stakeholder Experiences
  2. NRC Health Has Most-Improved Overall Performance Score & PRC Stands Out for Increasing Clinicians’ Awareness of Patients; Both Vendors Have Opportunity to Broaden Measurements beyond Patient Experience
  3. Qualtrics* Customers Appreciate Cross-Industry Expertise & Advanced Capabilities; Quality Reviews* Highlighted for Value & User Experience

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Performance Data

Overall Score by Product

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Products Appearing in Decisions

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Overall Score by Question Topic

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Provider Facility Size by Product

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Provider Facility Type by Product

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Current Time Inside Cache Tag Helper: 12/14/2024 10:45:28 AM and Model.SegmentId = 289
Related ReportsView All Reports
Perception
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Patient Engagement 2023
15 November 23    |   Adam Cherrington and Spencer Snyder
In an increasingly digital world, the healthcare industry continues to face increased costs and labor shortages. Patient engagement technology is top of mind for healthcare organizations as they work to improve the overall patient experience, increase volumes, cut costs, and create more provider efficiencies. In collaboration with Bain & Company , KLAS recently identified patient engagement as a top-three priority for healthcare investment. For this report, KLAS engaged with executives from 93 unique healthcare organizations to better understand perceptions of the patient engagement market, including strategies for addressing challenges and goals today, which vendors are most aligned with provider goals, and future plans for investment to improve patient engagement.
Performance
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Patient Engagement Ecosystem 2023
13 July 23    |   Adam Cherrington and Dan Czech
Amid the pressures of today’s economic environment, healthcare organizations are investing heavily in patient engagement technology to help reduce costs, alleviate staffing challenges, and consolidate technology in other areas. Both provider and payer organizations seek to understand what patient engagement capabilities vendors offer that can meet their core needs. This study (along with additional deep-dive content that will be published on KLAS’ website) is an update to KLAS’ 2021 report and shows which vendors report the broadest capability sets, which vendors have made the most progress over the last two years, and how the industry as a whole has matured. For reader ease, links to relevant online content are provided where applicable. Note that the data in this study is based primarily on vendor-reported information, accompanied by a limited amount of KLAS performance data.



Reducing Filters

Unlike sizing filters, reducing filters DO NOT recalculate scores based on the evaluations that meet these requirements. They narrow the list of solutions to show the vendors and solutions that can meet a specific need.

This data is based on interviews with a sample of the firms' recent clients. As a result, it is not necessarily comprehensive of all work a firm may do in this segment.

We require a minimum of 2 confirmations of a service performed in the last 3 years for a solution to qualify.

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