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Video Conferencing Platforms
 

Video platforms—often cross-industry—that offer basic healthcare workflows; typically used to enable video conferencing. Sometimes used for general business functions, though customer satisfaction data is for clinical use cases only.

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Schafer Jackson
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KLAS Research Director - Schafer Jackson
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Telehealth Performance 2022: What Is the State of Telehealth Post-Pandemic?) Report Cover Image
Performance
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Telehealth Performance 2022: What Is the State of Telehealth Post-Pandemic?
07 July 22
At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published <a href="https://klasresearch.com/report/patient-perspectives-on-patient-engagement-technology-2022-identifying-opportunities-to-align-patient-organization-and-vendor-priorities/1829"><u style="color:#4c8bc9">report on the patient perspective</u></a>), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.

Recent Insights

Key Findings

  1. Caregility & Doximity Facilitate Quality User Experience in Inpatient & Outpatient Settings,Respectively; Satisfaction Varies among Amwell Customers
  2. Caregility, Teladoc Health & SOC Telemed Customers See Clinical Results; Video Conferencing Users Often Report Increased Patient Access & Fewer Missed Appointments
  3. Despite High Satisfaction, Some Doximity Customers Looking to Other Solutions Long Term
  4. Customers of Microsoft Teams (Limited Data) & Zoom Satisfied with Ability to Support Multiparty Calls


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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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The COVID-19 pandemic greatly accelerated healthcare delivery organizations’ adoption of telehealth and virtual care technologies. As these organizations scrambled to meet the immediate demand, they quickly implemented solutions that often required few resources and met focused needs. At the same time, vendors quickly pivoted to either develop dedicated telehealth products or add telehealth capabilities to existing offerings, creating a sea of options. This study, along with additional deep-dive content on KLAS’ website , shows which vendors report the broadest telehealth capabilities and aims to help organizations navigate different options as they look to consolidate systems and define their long-term telehealth strategy. For reader ease, links to relevant online content are provided where applicable. Note that the vendor-capability data in this report is based on vendor-reported information.
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07 May 21    |   Sam Eaquinto and Schafer Jackson
Pexip Health enables virtual telehealth visits with their platform. Since their founding 10 years ago, Pexip has gained traction in the healthcare community with their self-hosted, cloud-hosted, and hybrid cloud-deployment options. Pexip aims to replace videoconferencing systems by integrating with healthcare organizations’ existing technologies and workflows and not requiring patients to download software or plug-ins. This report is an early look at the Pexip solution’s performance and outcomes for healthcare customers.
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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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