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Member Engagement Tools
 

Software tools focused primarily on helping health plans engage members; tools offer telehealth services to enrolled members.

Subject Expert
Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
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Latest Category Report

Patient Experience Improvement 2021: Increased Consumerism Driving Need for Customized, Real-Time Feedback) Report Cover Image
Performance
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Patient Experience Improvement 2021: Increased Consumerism Driving Need for Customized, Real-Time Feedback
02 December 21
Provider organizations’ efforts to improve the patient experience have typically relied on standardized, retrospective benchmarking data (predominantly from the CMS-regulated CAHPS survey). However, to really amplify the voice of the patient and meet the rising demands of healthcare consumerism, organizations also need customizable tools that allow them to respond to patient feedback in real time and quickly identify service-recovery options. This report examines the opportunity that exists for the industry to augment a CAHPS-centric approach with more customizable capabilities.

Recent Insights

Key Findings:

  1. Patient Experience Improvement Technology
  2. Qualtrics, Feedtrail & Quality Reviews Enable Prompt Responses by Bringing Patient Needs Front and Center
  3. Customers Generally Satisfied with Industry Mainstays Press Ganey & NRC Health; Opportunities Exist for Better Usability, More Customization
  4. Data Is King—Led by Qualtrics, Feedtrail, and Quality Reviews, Top Outcomes Center around Faster, Better Decision-Making
  5. Vendors At a Glance
  6. Voice of the Customer


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HIT Companies
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Performance Data

Overall Score by Product

Example Member Engagement Tools overall score by product image

Overall Score by Question Topic

Example Member Engagement Tools overall score by question topic image

Provider Facility Size by Product

Example Member Engagement Tools provider facility size by product image

Provider Facility Type by Product

Example Member Engagement Tools provider facility type by product image
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Related Articles
Article
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Analyzing Patient Perspectives on Engagement Technology
15 July 22    |   Dan Czech and Adam Cherrington
Though the patient perspective was an important discussion before, the pandemic further highlighted a huge need to listen better to patients and to learn from their point of view. 
Article
KLAS article icon
Patient Experience Will Require More Than Just CAHPS
20 December 21    |   Adam Cherrington, Dan Czech and Ciera Black Walker
Our Patient Experience Improvement report is a first look at customer satisfaction with the solutions used by providers and payers to improve patient experience.



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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