Trusted Industry Reports

Healthcare organizations across the globe face difficult decisions in selecting partners and solutions that will produce the best outcomes. Our team of researchers is committed to helping you answer the most pressing industry questions using insights that come directly from your peers.

Population Health report cover image

Features

The KLAS research team publishes 55+ insight-driven reports per year, covering the most pressing questions facing healthcare technology today. The executive summaries of our reports are available to healthcare providers and payers at no cost, in exchange for a willingness to share their experiences with KLAS. Each report contains the following core features:

Easy to digest

Our goal is to make engaging with our data fast and easy for you. All of our key report findings are in short, two-page executive summaries with what you need to know at a glance. For those who need in-depth background information, we offer our extensive write-ups with detailed insights, demographics, report methodology, and custom commentary through our Partner-level memberships.

Key findings and analysis from in-depth peer interviews

Through the lens of provider experiences, the KLAS team evaluates the current success of healthcare technologies and services and projects future trends. Along with this analysis, KLAS reports include frameworks that help to make sense of complexities in care delivery and benchmark the vendors' positions to help.

Advice and insights from actual healthcare professionals

Each report is filled with recommendations and best practices from actual customers that KLAS interviews. We carefully validate that each and every product review was given by an actual person directly involved with the solution being measured, so you can trust the insights.

Recently Published Reports

Check out the latest industry trends

Remote Patient Monitoring 2019: The New Age of RPM

Industry report cover image

Almost all users of remote patient monitoring (RPM) solutions get measurable outcomes (see <u><a style="color: #0076ce" href="https://klasresearch.com/report/remote-patient-monitoring-2018/1273"> KLAS’ 2018 RPM report</a></u>), but because of factors like value-based care, new reimbursement options, and consumer-focused technology, the market and customer expectations are evolving. <br><br>This report, KLAS’ first look at RPM vendor performance, investigates how vendors fare at transitioning away from the old paradigm of rigid, hardware-based products to the new age of RPM—in which solutions empower patients and facilitate expansion of RPM use cases. Which vendors offer the technology, support, and flexibility that provider organizations need to grow their RPM programs?

Read more

Patient Engagement Ecosystem 2019: Is the Industry Aligned?

Industry report cover image

Patient engagement is one of the most complex and overwhelming areas of healthcare IT that KLAS measures, involving dozens of relevant HIT capabilities and a slew of vendors claiming to offer them. To cut through the noise in this chaotic market, KLAS has undertaken several research initiatives, including this Patient Engagement Ecosystem, which explores <strong>how closely vendors’ claimed capabilities align with provider organizations’ patient engagement priorities</strong>. Due to the profusion of vendors in the market and the large number of technology capabilities to consider, the ecosystem encompasses this report as well as <a href="https://klasresearch.com/category/patient-engagement-ecosystem/48" style="color:#0076ce"><u>additional content on the KLAS website</u></a>. For reader ease, links to this online content are provided where applicable.

Read more

Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence - CHIME Edition

Industry report cover image

<p>Artificial intelligence (AI) has been a buzzword in healthcare for several years, but how real is it? Are healthcare organizations adopting AI? How are they using it, and what outcomes are they seeing? Based on interviews with 57 trailblazing healthcare organizations, this AI primer provides insights on organizations’ needed AI capabilities, common challenges, and best-practice advice. Across the technology and healthcare industries, definitions of AI vary widely; KLAS’ working definition of AI was created for use in research regarding customer satisfaction with AI technology and was formed based on advice from many leading health systems and solution partners (called “vendors” throughout).</p><p>For insights on vendor performance and customer outcomes, see the full KLAS report: “Healthcare AI 2019: Actualizing the Potential of AI.”</p>

Read more

Emerging Technology Spotlight 2019: PatientPing

Industry report cover image

Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).

Read more

Global VNA Solutions 2019: Insights from Leading Organizations

Industry report cover image

Outside the US, the vendor-neutral archive (VNA) market is still emerging, and even some of the most successful organizations feel their VNA vendors could do more to deliver the strategic guidance and support they need. For this study, KLAS reached out to reference sites from measured vendors to learn what is possible with VNAs today and which vendors have proven to deliver the experience and strong guidance customers need.

Read more

Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence

Industry report cover image

Artificial intelligence (AI) has been a buzzword in healthcare for several years, but how real is it? Are healthcare organizations adopting AI? How are they using it and what outcomes are they seeing? Based on interviews with 57 trailblazing healthcare organizations, this report—KLAS’ first on this emerging area (specifically machine learning and NLP)—consists of two types of findings: (1) an AI primer with insights on needed AI capabilities, common challenges, and best-practice advice; and (2) early findings about what outcomes healthcare organizations are achieving with AI technology and how well their vendors drive value. Overall, vendor performance in the AI space is high (compared to other software market segments measured by KLAS). <br><br>Across the technology and healthcare industries, definitions of AI vary widely; KLAS’ working definition of AI was created for use in research regarding customer satisfaction with AI technology and was formed based on advice from many leading health systems and vendors.

Read more

Achieving EHR Satisfaction in Any Specialty 2019: Impact Report

Industry report cover image

Insights shared by over 30,000 physicians reveal that EHR satisfaction is highly variable across specialties. For example, pediatrics physicians have an average Net EHR Experience Score (a measurement of overall satisfaction similar to a net promoter score) of 24.0, but other specialties report much lower satisfaction (e.g., cardiology  with a score of 1.6). 

Read more

Healthcare IT Investor Update: 2019 Q4

Industry report cover image

In the 2019 Q4 Investor Update, KLAS investment expert Chris Chandler discuss market share data with Boyd Stewart, Aaron Gleave and Joe Vandegraaff on Revenue Cycle Management, several big-name IPOs, and movement in the ambulatory market. Watch the webinar to get the latest investment insights from KLAS experts.

Read more

Interoperability Platforms 2019: Shifting Away from Traditional HIE

Industry report cover image

Interest in HIE technology exploded nearly a decade ago, and the HIE solution market has been in flux ever since. Today, the field of vendors is narrow, and many provider organizations want technology that is more than a conduit for sharing patient records—they are looking for interoperability platforms that enable the use of aggregated data for innovative use cases. To understand where vendors are in the transition from traditional HIE to interoperability platforms, KLAS interviewed organizations identified by their vendor as their most advanced users. In-depth interviews with these organizations—as well as general performance feedback from vendors’ broader customer bases—reveal wide variation in use cases and the customer experience.

Read more

Strategic M&A 2019: A Recipe for Success with Mergers and Acquisitions

Industry report cover image

Mergers and acquisitions are a common occurrence in the healthcare IT industry, and recent years have seen several big announcements in the EHR space (e.g., Cerner acquiring Siemens, Allscripts acquiring McKesson). This report provides an update on recent M&A activity and—by examining customer satisfaction before, during, and one year after a merger or acquisition—answers these questions posed by investors, vendors, and healthcare organizations:

Read more

Innovation Center Consortium 2019 White Paper: Accelerating Next-Generation Healthcare IT Development

Industry report cover image

In September 2019, the new KLAS Innovation Center Consortium kicked off with a day-long workshop attended by a select group of representatives from some of healthcare’s most forward-thinking provider innovation centers. The goal of the workshop was to share development priorities and best practices for seeing healthcare IT innovation projects through to success. The insights shared in this paper come from the day’s small group discussions.

Read more

DHIS 2019 White Paper: Paving the Way for Radical Change in Healthcare

Industry report cover image

In September 2019, KLAS hosted its third annual investment symposium. In attendance were healthcare thought leaders from private equity and venture-capital firms, digital health companies, healthcare provider organizations, and health-system incubators. Small group discussions focused on identifying practical ways that the efforts of investors, vendors, and providers can be aligned to overcome some of healthcare’s biggest challenges. The intent of this paper is to share insights from those discussions and to highlight ways stakeholders throughout the industry can support radical change.

Read more

Internet of Medical Things (IoMT) 2019: Standout Vendors in an Early Market

Industry report cover image

As healthcare IT has become increasingly interconnected, securing medical devices—many of which were not purpose built for usage on a computer network—has become a top priority for healthcare security professionals. In response, a plethora of Internet of Medical Things (IoMT) software has emerged, creating high purchase energy, especially among larger organizations. To better understand this market energy, KLAS spoke with 47 unique organizations that have recently selected an IoMT vendor to determine which vendors they considered and ultimately selected, what factors contributed to their decision, and how they engaged with third-party services firms. Future KLAS research will delve further into how these IoMT vendors actually perform.

Read more

Consulting for Cerner 2019: Consultant Expertise Is the Measure of Success

Industry report cover image

Organizations using Cerner’s EMR and revenue cycle software are increasingly looking for help from consulting firms to implement and optimize this software. These organizations almost universally consider Cerner’s in-house services, but those who engage Cerner for implementation or IT advisory services tend to be dissatisfied in much higher numbers than those who opt to use a third party. This report aims to help organizations find the best fit by diving into Cerner’s and other firms’ depth and breadth of experience, strategic expertise, and dedication to client success. 

Read more

Credentialing 2019: Addressing Credentialing Pain Points

Industry report cover image

Having a comprehensive credentialing process is vital for healthcare organizations to avoid malpractice, protect against financial risks, and ensure patient safety. As a result of many recent M&As, organizations have larger pools of providers to credential and are increasingly looking for IT tools with robust functionality and automation to make the process more efficient. This report, a follow-up to KLAS’ <a style="color:#0076ce;" href="https://klasresearch.com/report/credentialing-2018/1223"><u>first credentialing report</u></a> from 2018, dives into how well solutions resolve some of credentialing’s biggest pain points—time-consuming onboarding, manual and paper processes, and the need for a single, enterprise source of truth.

Read more

Emerging Technology Spotlight: Olive AI

Industry report cover image

Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).

Read more

Pulse Check 2019 - Epic Small Practices EMR: New Visibility into an Unexplored Market

Industry report cover image

Epic’s footprint among small practices (1–10 physicians) is extensive and growing as more of these clinics join local ACOs, affiliate with other organizations using Epic, or simply want the benefits that come with better clinical integration. Yet relatively little insight exists into how the solution performs for small practices or what successes and challenges these organizations encounter with Epic. This report is KLAS’ first attempt to shine a light on the experience of Epic users in small ambulatory settings.

Read more

Smart Pumps 2019 Decision Insights: Energy at the Enterprise Level

Industry report cover image

Most smart pumps today garner fairly high overall satisfaction, yet factors such as EMR interoperability, total cost of ownership, and platform consolidation lead to high variability in how often different vendors are considered. Examining 36 smart pump purchase decisions made in the last 18 months, this report considers each vendor’s market energy and the reasons smart pumps are being considered, selected, and replaced.

Read more

Global (Non-US) EMR Implementations 2019: Who Can Best Help Me Navigate My EMR Implementation?

Industry report cover image

<p>Given the intense nature of an EMR implementation, it is natural that most projects will experience at least a few unexpected hurdles. In fact, about 30% of healthcare organizations outside the US report going over budget and 40% report vendor-missed timelines. However, feedback from recent implementations<sup>†</sup> shows that some vendors are much more likely to help their clients stay on budget, on time, and within scope. Which vendors make the list?</p><br><p style="font-size:8pt">† Data for this report was collected from organizations outside the US who contracted for an EMR between January 2016 and August 2018 and who are either currently implementing their solution or have already done so. Feedback was also collected from some organizations who have an ongoing implementation that started prior to January 2016.</p>

Read more

Cerner Revenue Cycle Management 2019: Cerner Customers Cautiously Optimistic

Industry report cover image

In August 2018, representatives from some of Cerner’s largest and most complex customers met with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was to provide insights that would enable Cerner to conduct a <strong>significant pivot</strong> to regain client confidence and deliver a world-class RCM solution. After the summit, Cerner made specific commitments to clients on when issues would be addressed. This report is a follow-up on Cerner’s progress toward those commitments.

Read more

Computer-Assisted Coding (CAC) 2019: Is CAC Worth the Investment?

Industry report cover image

When first released, computer-assisted coding (CAC) solutions were slow to deliver hoped-for outcomes. If your organization is one of the many wondering whether they are now worth the investment, you should know this: 94% of adopters interviewed by KLAS would purchase their CAC solution again. To help organizations understand what outcomes are possible with a CAC solution and how well the various vendors help their customers achieve these outcomes, KLAS gathered two types of customer feedback: (1) general performance feedback from across each vendor’s customer base, and (2) in-depth, outcomes-related feedback from vendors’ deepest adopters.

Read more

Emerging HCIT Companies 2019 Midyear Update: Top-of-Mind Healthcare Technologies

Industry report cover image

Annually, KLAS conducts thousands of interviews with provider organizations to better understand their experience with their healthcare IT vendors. However, not all vendors are measured by KLAS today—some emerging vendors have very small customer bases, and others work in market segments outside KLAS’ current focus. To gain insights on these emerging companies, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HIT vendor they have seen or heard about recently. During the first half of 2019, 68 healthcare professionals from 66 different provider organizations responded to this question.<br><br>This report shares the top-of-mind companies and market segments that surfaced from these interviews; in the future, KLAS will monitor those companies that continue to pique market interest and gain mindshare among healthcare organizations.

Read more

Drug Diversion Monitoring 2019: An Early Look at Emerging vs. Established Technology

Industry report cover image

Given the increased nationwide focus on the opioid epidemic, there has been a surge in demand for advanced drug diversion monitoring tools. Both established and emerging vendors have responded by developing new solutions that promise next-generation technology to comprehensively and proactively monitor dispensing behaviors. This report offers an early look at how far along these vendors are and what the customer experience is like so far. Despite increased interest, few customers feel they are having a true next-generation experience with their solution today.

Read more

Payer Care Management 2019: Decision Insights Report

Industry report cover image

<p>While utilization management and care management solutions have been around for decades, today health plans are looking for modern technology solutions to help them manage multiple business lines and adapt to changing requirements for value-based care. While innovation overall in payer HIT is not abundant, KLAS has seen an increase in decision energy mostly from relatively or completely new vendors receiving stronger consideration than existing or established vendors.</p><p>KLAS defines payer care management solutions as systems comprising functionality in areas like utilization management, case management, disease management, and care coordination. 40 unique payer organizations shared insights with KLAS about their purchasing decision process, including which vendors they considered, selected, and decided to replace. As validated in this research, future-state goals (noted below) are becoming increasingly important in these decisions.</p>

Read more

Medication Inventory Management 2019: How Close Is Your Vendor to Enabling True Enterprise MIM?

Industry report cover image

Enterprise medication inventory management (MIM) can create substantial efficiency gains and financial savings, but the reality today is that no pharmacy or EMR vendor delivers the full visibility hospitals need. Even those vendors furthest down the path lag behind the inventory capabilities found in other industries, such as retail and manufacturing. To highlight which vendors have made progress and where gaps still remain, this report compares the reality of each vendor’s MIM offering with the full spectrum of capabilities required for true enterprise MIM. Additional findings are also highlighted in two areas that impact MIM—automated dispensing cabinets and medication kit/tray management solutions.

Read more

Acute Care EMR Decision Insights 2019: Buyers Unwilling to Settle

Industry report cover image

<p>A seamless patient record across the healthcare organization has become a universal expectation. Having integrated acute care and ambulatory records is the most-often-cited reason for a hospital of any size to look at a new EMR system. EMR systems without proven integration are rarely considered and even more rarely selected. Buyers know what is possible from an EMR, and most are now unwilling to settle for less.</p><p>Cerner, Epic, and MEDITECH are most likely to be considered for large hospitals (500+ beds) and midsize hospitals (201–500 beds). The competition for hospitals with fewer than 200 beds is much more crowded, with MEDITECH Expanse, athenahealth, Allscripts (both Sunrise™ and Paragon), CPSI, eClinicalWorks, and MEDHOST battling alongside Cerner CommunityWorks and Epic Community Connect.</p>

Read more

DHIS International 2019 White Paper

Industry report cover image

On 3–4 June 2019, KLAS convened a symposium in Sitges, Spain (just outside Barcelona). This symposium brought together healthcare thought leaders from Europe and other non-US regions to wrestle with the challenges the global healthcare industry faces in adopting innovative technology to help solve healthcare-related problems. Discussion topics included policy barriers and areas of high-impact investment, such as patient engagement, AI, interoperability, telehealth, and enterprise imaging. Attendees included representatives from healthcare provider organisations—including public hospitals & trusts, regional authorities, and private healthcare groups—as well as from IT suppliers, private equity firms, industry consultants, and investment bankers. This white paper represents the collective insights shared by these attendees.

Read more

Healthcare IT Investor Update: 2019 Q3

Industry report cover image

In the 2019 Q3 Investor Update, KLAS investment experts Chris Chandler and Ben Brown discuss market share data for the healthcare business intelligence, along with the impact of recent acquisitions in this pace, EHR satisfaction and the athenahealth purchase, and KLAS Decision Insights data. Find out how these high energy topics will impact the investing landscape moving forward.

Read more

Improving EHRs Globally: An Arch Collaborative Impact Report 2019

Industry report cover image

Today, achieving EHR satisfaction is a global endeavor as digitization of patient records becomes more and more common throughout the world. This report aims to increase awareness of the similarities and differences in EHR challenges faced by US and non-US health systems. To date, 189 organizations across the globe have measured the feedback of their clinicians (totaling >90,000 responses) and have received benchmarking data comparing them to similar organizations. 13 of these organizations are outside the United States. Do non-US health systems have a different perception of their EHR compared to US organizations? And if there are differences, what can each group learn from the other?<p>In most ways, US and non-US health systems have similar experiences with their EHRs. For both groups, system reliability and internal integration are the two aspects of the EHR generating most satisfaction. The areas where more significant differences appear are efficiency (non-US health systems are more satisfied by 12 percentage points) and external integration (US health systems are more satisfied by 9 percentage points).</p>

Read more

How Aligned Are Provider Organizations with the Health Industry Cybersecurity Practices (HICP) Guidelines?: A KLAS-CHIME White Paper

Industry report cover image

The 405(d) Task Group—convened by HHS following the Cybersecurity Act of 2015—recently released “Health Industry Cybersecurity Practices: Managing Threats and Protecting Patients” (HICP), a document containing recommendations for provider organizations on how they can reduce and mitigate their cybersecurity risks.

Read more

Outsourced Revenue Cycle Services 2019: Are Outsourced Revenue Cycle Services Worth the Investment?

Industry report cover image

Provider organizations investing in outsourced revenue cycle services to relieve cost and resource burdens need their firms to take true ownership of the complex revenue cycle and deliver accordingly. Unfortunately, some firms are falling short—most common for clients using full revenue cycle outsourcing (RCO). As a result, organizations are increasingly choosing and generally report more success with extended business office services (EBOS), which are more focused in scope. KLAS spoke to 140 provider organizations using RCO or EBOS to determine which firms are delivering and which are falling behind.

Read more

HIT Advisory Services 2019: Seasoned vs. Developing Firms

Industry report cover image

Implementation and go-live work is on the decline as healthcare organizations shift their focus to more strategic projects. Many firms that traditionally provided tactical services have responded by expanding their offerings to include more HIT advisory work. Given the influx of options, organizations are asking KLAS, “Can the developing firms<sup>†</sup> meet my needs, or are seasoned firms a safer bet?” The answer is that there are many high-performing options in both groups, and organizations must consider several factors to find the best fit.

Read more

Radiation Therapy 2019: Relationships a Key Driver of Value

Industry report cover image

The purchase of radiation therapy equipment is a large—and often long-term—investment, and while the vendors are few, the stakes are high. To be able to provide effective treatments and attract patients (who are more mobile and more involved in their care than ever), organizations need accurate, reliable technology backed by stellar vendor support. This report will help organizations determine which vendor will give them the best value by examining (1) customer loyalty and long-term plans; (2) relationships and support; and (3) ease of use and integration.

Read more

Emerging Acute Care EMRs 2019: Status of New Offerings from athenahealth, eClinicalWorks, Epic, and MEDITECH

Industry report cover image

In recent years, athenahealth, eClinicalWorks, Epic, and MEDITECH have all released new acute care EMR platforms. Small and midsize organizations express high interest in these solutions, but adoption and development vary widely, and only athenahealth and MEDITECH currently have live customers. This report provides a snapshot of each solution’s current state and examines how well athenahealth and MEDITECH—the top-performing solutions in the 1–200 bed market—are meeting the needs of various departments and user groups.<p style="font-size:10px; color:#004876;">Note: Information about more longstanding acute care EMR platforms not covered in this research can be found on the <a href="https://klasresearch.com/home"><u>KLAS website</u></a>.</p>

Read more

Payer IT Consulting 2019: Which Firms Can Adapt to Meet the Complex IT Needs of Payer Organizations?

Industry report cover image

Demand for payer IT consulting services continues to rise as changing market regulations have increased the need for improved efficiency, accurate software, and ways to navigate the complex market environment. This report, KLAS’ first in the market, offers transparency into what payer IT consulting firms offer and their performance, including expertise and adaptability to customer needs (i.e., being flexible in approach and staffing and agile in making changes). At a high level, healthcare-specific firms are delivering more guidance and flexibility than cross-industry firms, though there are exceptions to this trend. 

Read more

Opioid Prescription Intelligence 2019: Providers Realizing Improved Opioid-Prescribing Outcomes

Industry report cover image

Opioid prescription intelligence solutions combat the challenge of accessing data from prescription drug monitoring programs (PDMPs) by pulling this crucial information into the EMR workflow. Hospitals and practices are seeing great success with these solutions—organizations consistently report they can better identify opiate seekers, reduce dangerous prescription mismatches, improve prescribing habits, and advance their opioid-stewardship strategies. No matter the solution organizations choose or the details of their opioid-stewardship strategy, prescription intelligence solutions can benefit patients.

Read more

Practice Management (11+ Physicians) 2019: Big Changes in a Highly Established Market

Industry report cover image

Practice management (PM) solutions continue to demonstrate surprising variation in performance despite their longstanding usage in ambulatory practices. This variation is partly attributable to often-changing regulatory requirements, but some PM vendors still struggle to deliver basic functionality. Others are proving that commitment to customer success can reverse poor performance or raise the bar in the market.

Read more

Can My EHR Get Me There?: An Arch Collaborative Impact Report 2019

Industry report cover image

The KLAS Arch Collaborative has collected the feedback of over 80,000 clinicians at 180+ organizations across 9 countries and found that which EHR vendor they use does not determine satisfaction on its own.

Read more

Successful Users’ Keys to EHR Satisfaction: An Arch Collaborative Impact Report 2019

Industry report cover image

In October 2018, the Arch Collaborative added an open-ended question to the end of our clinician-experience survey for those who report high satisfaction and efficiency: What do you believe that you do differently from some of your peers that enables you to be highly successful with the EHR? This question only appears for those clinicians who agree or strongly agree that the EHR enables them to deliver high-quality care and that the EHR makes them as efficient as possible. Arch Collaborative data has indicated that the keys to EHR success lie with EHR education, EHR personalization, and the organization’s culture. But what do the clinicians themselves cite? The following report highlights what the first 1,261 clinicians to answer the question above do differently to be successful, and what other clinicians who may not be using the EHR quite as successfully can learn from their peers.

Read more

Cerner Revenue Cycle Management: Has Cerner Changed Course?

Industry report cover image

In August 2018, representatives from some of Cerner’s largest and most complex customers met with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was to provide Cerner with enough insight to enable Cerner to conduct a significant pivot to regain client confidence in Cerner and deliver a world-class RCM solution. After the summit, Cerner made specific commitments to clients on when issues would be addressed.

Read more

Healthcare IT Investor Update: 2019 Q2

Industry report cover image

In the 2019 Q2 Investor Update, KLAS investment experts Chris Chandler and Ben Brown discuss market share data for the acute care EMR space, future hospital deals, and organizations' decision to outsource revenue cycle. Find out how these high energy topics will impact the investing landscape moving forward.

Read more

Global (Non-US) EMR Market Share 2019: Large Public Tenders Shape 2018 EMR Landscape

Industry report cover image

In 2018, over 180 healthcare organizations outside the United States made EMR purchase decisions—impacting 377 hospitals (303 new wins, 74 migrations). Though public tenders represent just 5% of the contracts signed, they account for over a quarter of the hospitals impacted. Examining these and other EMR decisions, this report aims to determine how EMR vendors fared in 2018 so that organizations looking to buy know what their peers are selecting.

Read more

US Hospital EMR Market Share 2019: Significant Movement in Every Market Sector

Industry report cover image

In terms of EMR purchasing, 2018 was the busiest of the past three years. This energy impacted every market sector, with the US government finalizing contracts, three large health systems changing EMRs, and the small-hospital market continuing to see churn. While the majority of all organizations that made go-forward decisions in 2018—regardless of size or type—chose Cerner or Epic, this does not tell the whole story.

Read more

Emerging Technology Spotlight: SailPoint

Industry report cover image

Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).

Read more

RTLS 2019: Exploring Attainable Outcomes with Deep Adopters

Industry report cover image

KLAS’ 2016 RTLS report revealed that many provider organizations want to do more with RTLS. This year, vendors’ deepest adopters share how they are expanding their use of RTLS solutions. What significant outcomes are they seeing because of these efforts? How can other organizations do the same? Additionally, insights from both deep adopters and vendors’ broader customer bases indicate that while most RTLS vendors successfully help organizations drive outcomes, there are a couple of vendors with which success is much less likely. 

Read more

ERP 2019: Performance in the Cloud

Industry report cover image

In the traditionally stagnant market of ERP (HR, finance, and/or supply chain), aging on-premises solutions are giving way to several cloud options now on the table. Given the significant lift required to move to a new ERP system, many organizations contemplating the cloud are taking the opportunity to consider all vendors, not just their incumbent. To help in this search, KLAS interviewed provider organizations who are currently live with a cloud ERP solution to find out how the solutions perform overall, what kind of support and relationships each vendor offers during implementation and beyond, and organizations’ plans for the future.

Read more

Precision Medicine Implementer's Guide 2019

Industry report cover image

<p>In March of 2019, 56 leaders from provider organizations with advanced, established precision medicine programs and 20 vendor leaders met in Chicago to learn from each other and discuss how other healthcare organizations could begin to set up and create their own precision medicine programs. </p><p>The goal of the summit was to advance healthcare and improve outcomes by encouraging the increased adoption of precision medicine technologies and disseminating the knowledge and learnings held and experienced by the organizations in attendance. </p>

Read more

Patient Privacy Monitoring 2019: Who Stands Out in a Highly Competitive Market?

Industry report cover image

The patient privacy environment today includes heightened regulatory demands, constrained resources, and an increasing number of PHI breaches, which are often tied to inappropriate insider access. Organizations can no longer protect patient privacy and meet regulatory demands simply by combing audit logs. They need patient privacy monitoring vendors who deliver partner-level service and strong solutions that limit false positives. KLAS interviewed 106 provider organizations to find out which vendors excel in these areas and which decision factors are key in purchasing decisions today.

Read more

Clearing the Way to Value-Based Care Success: PHM Cornerstone Summit White Paper 2019

Industry report cover image

When CMS rolled out the Medicare Shared Savings Program in 2011, it helped initiate a wave of optimism that value-based reimbursement (VBR) programs would go a long way toward resolving the persistent problem of rising healthcare costs. Eight years later, some say that VBR has not lived up to its promises, and enthusiasm seems to be shrinking as many provider organizations hesitate to take on meaningful risk. Those that press forward often find that expected financial outcomes are out of reach. What happened to dampen enthusiasm? Why is success so difficult to achieve?<br><br>On November 14, 2018, leading executives from provider, payer, and vendor organizations convened in Salt Lake City, UT, to help answer these questions. Together, they identified strategic and operational barriers that have dampened VBR headway as well as potential solutions to clear the way. They also discussed ways to measure VBR progress in the future at both national and organizational levels. This document is being publicly shared to help all those that may benefit from the combined experience and expertise of summit attendees. (See page 15 for a list of attendees.)

Read more

The Nurse EHR Experience: An Arch Collaborative Impact Report 2019

Industry report cover image

Since nurses work widely with the EHR, it is crucial to measure their experience with it so that opportunities for improvement can be found. And since, on average, nurses report significantly higher EHR satisfaction than physicians, it is also important to understand their successes; doing so provides vital information about how to improve EHR satisfaction for all clinicians.

Read more

IV Compounding 2019: New Options Garner Consideration, But Traditional Solutions Still Outperform

Industry report cover image

While patient safety and regulatory compliance are the main purchasing drivers for IV workflow management solutions and IV robots, many organizations are also looking to consolidate their pharmacy systems. To this end, organizations are wondering whether the workflow management solutions from EMR vendor Epic and broader pharmacy vendors BD and Omnicell are performing on par with those of the strong traditional players Baxter and Grifols. IV robots continue to fall short of customers’ expectations, though vendor acquisitions and mergers have shifted the performance landscape. Against this market backdrop, this report examines vendor differentiation in the key areas of market energy, patient safety, product throughput, and functionality.

Read more

Medical Oncology 2019: Customer Pain Points and Critical Success Areas

Industry report cover image

The bulk of cancer care in the US is delivered by community cancer centers. They come in all sizes, and many have large-organization and academic affiliations, so their IT needs are getting more complex. These organizations need IT systems that can help them overcome oncology-specific challenges related to workflows, benchmarking, clinical trials, and data integration with other core EMRs. This report—focused specifically on medical oncology—examines how committed vendors are to making their customers successful and looks at customers’ functionality successes and pain points in the critical areas mentioned above.

Read more

Infection Control 2019: An Early Look at Innovative Technologies

Industry report cover image

Emerging vendor solutions aim to address advanced priorities within infection control, including UV disinfection, electronic hand hygiene systems, robust alerting logic, and predictive analytics (among others). KLAS will provide a random, aggregated view of the perceptions and considerations of the infection control community by interviewing ~50 organizations regarding their investment priorities and considerations.

Read more

Quality Management 2019: The Search for a One-Stop Shop

Industry report cover image

Expectations for quality management vendors have shifted—while provider organizations were previously satisfied with basic regulatory reporting tools, they are now looking for a single platform that provides more robust quality improvement functionality. However, development from several quality management vendors has remained fairly stagnant, and many organizations find they must fill the gaps with population health management tools, EMRs, and BI solutions. Against this backdrop, this report explores (1) the correlation between trust and customer loyalty, (2) customer satisfaction with current functionality, and (3) which vendors use strong guidance to ensure customer success.

Read more

Are EMRAM Stage 7 Physicians More Successful?: A 2019 KLAS–HIMSS Analytics Collaboration

Industry report cover image

The last 10 years have seen a dramatic rise in the adoption of health information technology—as well as a dramatic rise in physician frustration with this technology. What about the organizations that have reached the peak of EHR adoption: HIMSS EMRAM Stage 7? Are their physicians more or less frustrated? To answer this question, KLAS (in cooperation with HIMSS Analytics) has used the public reporting of Stage 6 & 7 hospitals in the US to see whether there is a correlation between HIMSS EMRAM stage and EHR user satisfaction.

Read more

Legacy Data Archiving 2019: A First Look at a Changing Market

Industry report cover image

Mergers, acquisitions, and the purchase of new IT solutions leave many healthcare organizations with legacy systems on their hands. Methods for handling these systems have matured over time, with many organizations today choosing to retire the systems and archive their data. 85% of organizations who have gone this route report positive financial impacts (and many others expect financial benefits in the future). However, the data-archiving vendor market is expanding as new vendors enter the field and current vendors broaden their expertise and offerings. How can organizations find the vendor that best suits their needs? Focused on the current state of the market—yet acknowledging its fluid nature—this report explores (1) the breadth of each vendor’s KLAS-validated archiving experience; (2) customer satisfaction with the data-migration process; and (3) customer satisfaction with the accuracy and accessibility of the legacy data.

Read more

Patient Engagement 2019: Current and Future Trends in Vendor Selection

Industry report cover image

Providers’ demand for effective patient engagement (PE) solutions continues to grow, as does the number of HIT vendors claiming to meet those needs. But which vendors are meeting needs today, and which are likely to play meaningful roles tomorrow? KLAS asked providers to name HIT vendors they are currently using or considering for future use: 74 organizations mentioned 109 unique vendor names. In an effort to make sense of all the options, this report is the first to apply a patient engagement–specific framework developed through the collaboration of leading provider and vendor executives at the KLAS Keystone Summit in October 2018.

Read more

Home Health 2019: Decision Insights Report

Industry report cover image

For many home health agencies, a quality EHR is a critical factor for staying in business. Home health EHR vendors are expected to be a strategic partner, helping customers navigate the current regulations and upcoming regulatory changes in the home health market. Accuracy of documentation and a focus on outcomes over activity are primary themes in market segment discussions. This report answers the critical questions of home health executives: Are other customers of my vendor satisfied? Which vendors do other home health agencies see as the most competitive when they are making their selections? When other agencies decide to make a change, where do they go?

Read more

Small Practice Ambulatory EMR/PM (10 or Fewer Physicians) 2019: Building Strong Foundations for Customer Success

Industry report cover image

As healthcare has moved beyond meaningful use, small practices have begun to expect more from their vendors and to look for EMRs that do morethan meet basic regulatory requirements. As a result, EMR/PM satisfaction among small practices (10 or fewer physicians) has varied greatly over thepast year—scores for a number of vendors have swung more than 10 percentage points (some positively, some negatively). To explore what the futureholds for this market, KLAS spoke to hundreds of small practice customers about their EMR/PM experiences and needs and also interviewed executivesand representatives from AdvancedMD, Allscripts, Aprima, athenahealth, Azalea Health, CareCloud, Cerner, CureMD, eMDs, Greenway Health, Kareo,NextGen, Quest Diagnostics, and Virence Health (GE Healthcare) to find out how these vendors plan to increase customer satisfaction going forward.

Read more

Emerging HCIT Companies 2019: Innovative Approaches to Tackling Healthcare's Problems

Industry report cover image

In the tens of thousands of interviews KLAS conducts with healthcare providers on an annual basis, new companies or solutions are sometimes revealed as taking new or innovative approaches to solving some of the problems faced in healthcare today. This report shares the top-of-mind companies that surfaced during our emerging technology research interviews with provider organizations across the country in 2018; KLAS will continue to monitor those companies that continue to pique provider interest.

Read more

2019 Best in KLAS: Software/Services

Industry report cover image

The Best in KLAS designation is reserved for vendor solutions that lead those software and services market segments that have the broadest operational and clinical impact on healthcare organizations. These vendors earn the title of Best in KLAS—a recognition of their outstanding efforts to help healthcare professionals deliver better patient care. Separate from the winners of Best in KLAS, Category Leaders also earn top honors for helping healthcare professionals provide better patient care. The Category Leader designation is reserved for vendor solutions that lead select market segments in which at least two products meet a minimum level of KLAS Konfidence.

Read more

2019 Best in KLAS: Global (Non-US)

Industry report cover image

The Global Best in KLAS awards are given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. In this report, Best in KLAS awards are given only in the software market segments that have the broadest operational and clinical impact on healthcare organizations around the world. For the first time ever, Best in KLAS awards will be awarded on a regional level.

Read more

Middle East EMR 2019: An In-Depth Look at Regional Performance and Market Share

Industry report cover image

In the Middle East, EMR purchasing energy is growing. The number of private healthcare groups in the region is expanding, and several public healthcare organizations are evaluating their go-forward EMR plans. And while overall digital maturity of hospitals is lower in the Middle East than in some other parts of the world, those organizations who have decided to implement an EMR have very high expectations for deep adoption and need vendor partners who can help them meet their goals. This report—KLAS’ first focused exclusively on the Middle East—explores which vendors have market energy and how well they meet customers’ needs.

Read more

Small Practice Ambulatory EMR/PM (10 or Fewer Physicians) 2018: Decision Insights Report

Industry report cover image

Small ambulatory practices have been increasingly ignored by some EMR/PM vendors, and their overall satisfaction has decreased steadily—over the past six and half years, the average overall score for vendors in the small practice ambulatory EMR market has dropped from 81.6 to 74.2 (out of 100). Small practices today are looking for more than just a minimally viable EMR—they want to invest in an asset that improves their bottom line, facilitates patient-centric care, and increases clinician job satisfaction. And they want their EMR vendor to be a strategic partner that provides great support. The introduction of meaningful use created a flood of EMR vendors, most of whom were unable to sustain viable long-term business models. Today, KLAS tracks less than 20 vendors in the small practice market segment. None meet all the needs of small practices today.

Read more

Population Health Management 2018, Part 2: Which Vendors Contribute Most to Patient and Financial Outcomes?

Industry report cover image

Healthcare executives entering into value-based reimbursement (VBR) arrangements do so in an attempt to yield positive financial and patient outcomes. While provider organizations themselves bear some of the responsibility for achieving these outcomes, population health management (PHM) tools also play a crucial role. Yet not all PHM vendors have proven able to consistently contribute to customers’ goals. As a companion to KLAS’ report on PHM vendors’ partnering and guidance, this report examines which vendors are more likely to make a positive impact on customers’ outcomes and how well they perform in three areas highly correlated to customer outcome success: easy-to-use products, clear expectations, and high-quality ongoing training.

Read more

Population Health Management 2018, Part 1: Partnering and Guidance - The X Factors to PHM Success

Industry report cover image

When it comes to achieving success with population health management, good technology is not enough. Vendor partnering and guidance are the x factors provider organizations need to drive success with their value-based reimbursement (VBR) strategies. Some vendors have risen to the challenge, while others have faltered following acquisitions or efforts to scale. Whether organizations are looking to engage a vendor for a specific VBR strategy or for a more long-term approach, this report aims to help them uncover which vendors provide strong partnering and guidance to mitigate risk and help customers achieve positive financial and patient outcomes.

Read more

AMS & Help Desk 2018: Which Firms Are Exceeding Expectations and How?

Industry report cover image

Both the number of relevant firms and the depth of services offered within application management services (AMS) and help desk services have expanded in recent years. Some long-term players in the market are falling behind (e.g., CareTech Solutions, Cerner, and NTT DATA), and a few newcomers have widened the field (e.g., Cumberland, emids, HCTec, Nordic, and ROI Healthcare Solutions). KLAS spoke to 130 provider organizations who shared their experience with their AMS and help desk firms.

Read more

Value-Based Care Managed Services 2018: The Art of Possible

Industry report cover image

Over the past two years, leaders from 30+ provider/payer organizations and 20+ healthcare software and services companies have helped KLAS develop and refine a framework for VBC managed services. This study includes: (1) a vendor framework showing firms’ stated capabilities, (2) details on the current state of the VBC managed services market, and (3) as part of a new approach by KLAS, a view of what is possible in VBC through in-depth case studies on how market-leading organizations are achieving positive results. (Available in full report only.) Throughout this report, note that while measured firms are compared directly, capabilities and expertise can vary significantly, and choosing a firm that fits your unique needs is critical to success.

Read more

Operational Command Centers 2018: An Underutilized Approach to Improving Efficiency and Outcomes

Industry report cover image

While the term “command center” may conjure up images of NASA’s mission control or a highly sophisticated military operation, command centers also have a place in healthcare. Though few US hospitals or health systems are currently live with a command center, healthcare organizations have recently begun to reimagine this centralized approach to operations. The early consensus? Command centers can drive significant outcomes—including improved efficiency, increased revenue, and enhanced patient safety and satisfaction. Given these reported benefits, your organization may be wondering: <p>• What is a command center, and what technology/departments are typically involved?</p> <p> • What specific outcomes are being achieved?</p> <p> • How do the vendors differ in their approach to command centers and in their contributions to customer success?</p> <p> • What best practices would organizations with live command centers recommend to their peers?</p> <p>To answer these questions, KLAS asked command center vendors to point us toward their most innovative and forward-thinking customers. We then randomly interviewed three or four customers for each (24 organizations in total) to gather insights into this underutilized operational approach.</p>

Read more

Cerner Revenue Cycle Management 2018: Commitment Made Versus Commitments Kept

Industry report cover image

In August 2018, 37 representatives from 17 current Cerner RCM clients and 24 representatives from 12 third-party consulting firms gathered in Salt Lake City with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was best described by Bert Zimmerli, CFO of host organization Intermountain Healthcare, in his invitation to peers to participate: “To work together to help accelerate client success and satisfaction with Cerner’s revenue cycle management solutions” and to work with Cerner “to formulate a plan worthy of our confidence.” Prior to the summit, many Cerner RCM customers had expressed varying degrees of dissatisfaction with the solution and with Cerner’s development. To find out whether customers’ perceptions of Cerner and the RCM solution have changed, KLAS has reached out to the provider organizations and firms who attended the summit, as well as a handful of other advanced Cerner RCM customers, to gather feedback on the proposed changes and the future of Cerner’s RCM solution.

Read more

Orthopedic EMR 2018: Who Meets the Needs of Orthopedic Practices?

Industry report cover image

Given the growing utilization of orthopedic treatments, it is more important than ever for orthopedic practices to have EMR technology that enables clinician, patient, and financial success. However, KLAS’ Arch Collaborative research—which has collected EMR usability surveys from over 65,000 clinicians—indicates that orthopedists are some of the most dissatisfied EMR users. These users understand that just because an EMR is highly usable in other settings doesn’t mean it is the right fit for orthopedics. Many vendors say they can provide the unique functionality, usability, and workflows orthopedists need, but which actually deliver on these promises? And how do the various general EMRs compare to orthopedic-specific solutions? To find out, KLAS interviewed 120 healthcare professionals—including orthopedists, directors, CMIOs, practice administrators, nurses, and others—at both hospitals and standalone orthopedic practices.

Read more

Telehealth Virtual Care Platforms 2018: Which Telehealth Vendors Have The Scalability Customers Need?

Industry report cover image

Healthcare organizations report high satisfaction with their telehealth virtual care platforms (VCPs), so one might think it makes no difference what platform is used. In reality, there are significant differences in how broad the various platforms are and in the quality of the vendors’ service. Additionally, there is a trend of poor integration, and enterprise scalability is anything but certain for VCPs from either best-of-breed or EMR vendors. Hold on—this industry is about to get interesting!

Read more

Clinical Surveillance 2018: Alerts Are Leading to Better Outcomes

Industry report cover image

Clinical surveillance tools hold the promise of giving caregivers clinically actionable insights that decrease mortality, reduce readmissions, and improve overall patient outcomes, and clinicians expect these alerts to be embedded directly within their workflow. However, KLAS found it difficult to validate some vendors’ claims of having extensive live customers—at the time of this research, only Cerner and Epic have seen significant adoption of their surveillance tools. What impacts do clinical surveillance tools have on patient care and how can vendors better meet customers’ clinical surveillance needs?

Read more

Cardiovascular Structured Reporting 2018: Who Can Set Clinicians Up For Success?

Industry report cover image

Adopting structured reporting is top of mind in the cardiology space, but moving the needle has proven difficult. Even when organizations have expanded their deployment of structured reporting, clinician adoption has not always followed; a common reason is that end-user clinicians are dissatisfied with their system. This report highlights what areas are critical to an excellent clinician experience and how well vendors deliver in these areas. KLAS also spoke to 41 deep adopters of structured reporting across a variety of vendors to uncover their keys to success.

Read more

Healthcare Management Consulting 2018: Who Can Help with Healthcare’s Biggest Challenges?—An Executive Perspective

Industry report cover image

The primary goals of this perception report will be to identify management consulting firms who can help meet healthcare executives needs not only now, but in the future as well. We will highlight the breadth of their capabilities and the depth of their healthcare expertise. Additionally, we will uncover the emerging consulting needs of providers and the attributes they value in a consulting firm.

Read more

Speech Recognition—Front-End EMR 2018: Decision Insights Report

Industry report cover image

Herbert Hoover, 31st President of the United States, said, “Competition is not only the basis of protection to the consumer but is the incentive to progress.” Competition forces vendors to focus on relationships and protects consumers from stagnant development and higher pricing. In the past, Nuance maintained multiple product offerings and had the largest customer base in the market by far. Today, healthcare organizations are typically choosing between two high-quality products in purchasing decisions: Nuance Dragon Medical One and MModal Fluency Direct. This increased competition has been good for customers and led to improvements by both vendors. KLAS conducted 38 interviews in the past 18 months about purchasing decisions for front-end EMR speech recognition solutions. This report analyzes those decisions to determine why healthcare providers choose one product over another and what the perceived strengths and weaknesses of each offering are.

Read more

Make a Difference

Join the KLAS Community to stand with other healthcare professionals by driving change within the industry.

Join Us