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Decision Insights™ Patient Communications Commentary

Subject Expert
Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
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Performance
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Patient Self-Scheduling 2024
06 March 24    |   Adam Cherrington and Ciera Walker
As the digital landscape grows in healthcare and other industries, patients are expecting more seamless and convenient access to healthcare and therefore report that self-scheduling is one of their top healthcare engagement priorities . Provider organizations are responding by offering patient self-scheduling functionality to both increase patient convenience and reduce staff burden. This report focuses on five standalone patient self-scheduling solutions to understand their ease of use, why they were chosen over other types of solutions (e.g., EHR functionality), and whether they are worth the money. Additional insights about the broader patient self-scheduling market are also included.
Perception
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Patient Engagement 2023
15 November 23    |   Adam Cherrington and Spencer Snyder
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. In collaboration with Bain & Company , 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.
Performance
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Patient Engagement Ecosystem 2023
13 July 23    |   Adam Cherrington and Dan Czech
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.
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.


Subject Expert
Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington



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