IV Workflow Management Software Product Ranking Comparison

Omnicell 2023: Understanding Customers’ Outlook on New Managed Services Model) Report Cover Image

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Omnicell 2023: Understanding Customers’ Outlook on New Managed Services Model

05 September 23

In December 2022, Omnicell announced a change in their approach to working with customers that places new emphasis on having customers utilize a managed services model for all Omnicell technology. Previously, Omnicell moved singular solutions (namely their compounding robots, such as the i.v.STATION) to a managed services model, and with those changes, customers generally noted an improved experience, even with increased costs. Given the economic conditions and staffing challenges currently impacting healthcare, many customers have concerns about how Omnicell’s new focus will impact things like costs, product deployment, and staffing demands. This report provides an early look into customer confidence in and perception of the new managed services model.

Report Abstract

Key Findings:

Most Plan to Stay with Omnicell Despite Mixed Perspectives on New Managed Services Model
Customers Worry the Managed Services Model Will Exacerbate Nickel-and-Diming
Over Half of Respondents Don’t Expect Managed Services to Reduce Staffing Burdens
Customer Expansion into Managed Services Will Likely Be Gradual, as Interest Varies

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

Health systems rely on IV workflow management solutions to streamline and improve pharmacy operations. Functionality has emerged as the most important criteria for prospective clients; however, no vendor both meets all customer needs and performs at a high level, and each customer base notes gaps in functionality. To (1) understand which solutions are being selected and why and (2) help provider organizations select solutions that meet their unique needs, this report examines 35 recently finalized or pending purchase decisions validated by KLAS between February 2020 and June 2022. Customer satisfaction data provides additional context on which vendors best meet customer expectations.

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