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Patient Communications
 

Solutions primarily used to communicate with patients, support their interactions with care providers, and encourage their adherence to care plans, appointments, and treatments. To be considered a complete solution, vendors must have KLAS-validated clients in 6 or more unique large ambulatory or acute organizations.

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

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities) Report Cover Image
Performance
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Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
13 July 23
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 <a href="/report/patient-engagement-ecosystem-2021-how-has-the-industry-progressed/1647" target="_blank"><u style="color:#4c8bc9">KLAS’ 2021 report</u></a> 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. <strong>Note that the data in this study is based primarily on vendor-reported information,</strong> accompanied by a limited amount of KLAS performance data.

Recent Insights

Key Findings:

  1. eVideon, pCare, RevSpring, Upfront, and Health Catalyst Report Largest Growth in Capabilities since 2021
  2. Epic Continues to Lead in Capability Breadth among Health System–Focused Vendors; Salesforce and Get Well Also Offer Broad Solutions
  3. athenahealth Again One of the Broadest Ambulatory-Focused Vendors; Newly Measured Rhinogram and HealthTalk A.I. Also Report Broad Capabilities


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HIT Companies
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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

Example Patient Communications overall score by question topic image

Provider Facility Size by Product

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Provider Facility Type by Product

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Related Articles
Article
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Finding a One-Stop Shop in Patient Engagement Platforms
19 March 21    |   Adam Cherrington and Dan Czech
The focus of the Patient Engagement Platforms 2020 report is which vendors are capable of providing a one-stop shop solution for patient engagement.
Article
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What’s Happening in Value-Based Reimbursement
13 October 20    |   Bradley Hunter and Paul Warburton
COVID-19 has exposed many of the shortcomings of a fee-for-service model. On the other side of the pandemic, the transition to value-based reimbursement will be crucial.
Article
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eTech Spotlight: A Look at Radix Health
06 August 20    |   Tyson Mehlhoff
Many vendors are emerging in the patient engagement space, and one of them is Radix Health, whose DASH solution is intended to enhance the way patients interact with providers online. Our recent Emerg
Article
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KLAS’ Efforts to Help During the COVID-19 Crisis
20 April 20    |   Adam Gale
We asked ourselves, how do we help providers in this wild time in the new job they have to address? KLAS is taking more than a few steps to help lighten the load during this time. Here are some of the
Current Time Inside Cache Tag Helper: 9/25/2023 2:26:59 AM and Model.SegmentId = 282
Related ReportsView All Reports
Perception
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Telehealth & Remote Patient Monitoring Ecosystem 2023
06 July 23    |   Ciera Walker and Schafer Jackson
Telehealth and remote patient monitoring (RPM) solutions have grown in adoption, giving providers new ways to deliver more flexible care. While telehealth adoption especially was initially spurred by COVID-19, energy in both areas continues because of factors like value-based care, staffing shortages, and the desire to make care delivery more flexible and strategic. This report examines the broad ecosystem of telehealth and RPM technology—specifically, vendor-reported breadth and depth of adoption by their provider organization customers.
First Look
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Rhinogram
09 December 22    |   Adam Cherrington and Joshua Urry
Administrative staff at healthcare organizations need to effectively facilitate and coordinate care for patients and guide them through their healthcare journey. Effective administrative communication can improve the overall patient experience and simultaneously free up clinicians so they can focus on providing quality care. This report offers a first look at Rhinogram, a solution intended to deliver administrative communication to patients through text messaging, live video consults, social media messaging, website messaging, and contactless payment options.
Performance
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Patient Communications Landscape 2022
30 June 22    |   Adam Cherrington and Dan Czech
As patients’ expectations have evolved and provider organizations’ technology has matured, the need for quick, easy, ongoing patient/provider communication has become even more prevalent. It is often no longer sufficient to merely push communications to patients (e.g., appointment reminders). This study examines and defines the current landscape of patient communications solutions—including how they are used; how easy they are to set up, customize, and use on an ongoing basis; and what outcomes they are helping organizations to achieve.
Perception
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Patient Perspectives on Patient Engagement Technology 2022
26 May 22    |   Adam Cherrington and Dan Czech
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.
Emerging Technology
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HealthTalk A.I.
20 May 22    |   Adam Cherrington and Aurene Wilford
Healthcare AI data science solutions are transforming healthcare with the goal of providing better care quality to patients and improving administrative and operational efficiency for clinicians and staff. This report examines HealthTalk A.I.’s AI-assisted patient engagement tool, which aims to improve patients’ access to care and improve communication between healthcare organizations and patients by identifying care gaps, coordinating care, and automating scheduling.
Perception
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Digital Front Door 2021
28 September 21    |   Adam Cherrington and Dan Czech
Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.
First Look
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Klara
17 September 21    |   Adam Cherrington and Tyler Sycamore
Provider organizations are seeking to consolidate patient engagement vendors, and Klara—a provider of patient outreach functionality—offers several components needed for an effective patient engagement strategy (click here to explore KLAS’ full patient engagement ecosystem). This report provides a first look at the satisfaction and outcomes of Klara’s patient outreach customers.
First Look
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Intrado HouseCalls Pro
18 June 21    |   Adam Cherrington and Sam Eaquinto
The HouseCalls Pro solution from Intrado includes multiple patient engagement capabilities that go beyond basic appointment reminders. This First Look report examines the experience of early adopters to explore whether the solution is able to expand capabilities and help guide patients.



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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