Interactive Patient Systems Software Product Ranking Comparison

Perception

Patient Engagement 2023: Provider Perceptions on Technology Investment Now and in the Future

15 November 23

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. <a href="https://www.bain.com/insights/2023-healthcare-provider-it-report-doubling-down-on-innovation/" target="_blank" rel="noopener"><u style="color:#4c8bc9;">In collaboration with Bain & Company</u></a>, 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.

Report Abstract

Key Findings:

Organizations Focused on Patient Access to Increase Patient Volumes and Loyalty
Future Plans Mirror Current Areas of Lowest Adoption; Press Ganey, NRC Health, Salesforce, Kyruus among Non-EHR Vendors Adopted Most Broadly Today
Despite Third Parties’ Increased Capabilities, EHR Vendors—Led by Epic—Remain Most Aligned with Organizations’ Patient Engagement Goals
Majority of Respondents Planning to Consolidate Patient Engagement Tech Stack, Especially Communications & Virtual Care Solutions

Performance Data

Overall Score by Product

Products Appearing in Decisions

Overall Score by Question Topic

Provider Facility Size by Product

Provider Facility Type by Product

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.

The digital transformation of healthcare has innovated the way patients receive care; this is especially evident in the emergence of digital patient rooms, which use technology to improve personalization, accuracy, and overall experience for patients and providers within the hospital. When properly developed, these digital patient rooms can also ease the staffing challenges many healthcare organizations face today. While vendors in the interactive patient systems space have traditionally focused on and still provide education and entertainment technology in the patient room, this report focuses on advanced digital patient room capabilities offered by these vendors by examining (1) which solutions have the broadest adoption across these advanced capabilities, (2) which solutions are viewed as most complete, and (3) what outcomes deep adopters are achieving.

The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective , we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.

Interactive Patient Systems

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