Healthcare Industry Reports

The KLAS Arch Collaborative has found that proper training is crucial to clinicians having a positive EHR experience, which in turn can be a key factor in their satisfaction and levels of burnout. uPerform partners with health systems to streamline and scale EHR training and supports organizations through implementations, upgrades, and other changes to the EHR. This report explores customer ratings for uPerform across a variety of performance metrics and highlights three customer case studies that provide examples of how uPerform impacts clinician satisfaction with the EHR.

Over the years, healthcare organizations working with go-live support firms have generally reported high satisfaction—while that trend continues, clients are starting to expect more customized execution rather than a traditional standard consulting approach from their services firm. To help healthcare organizations find the right go-live partner in a historically homogenous market, this report provides on client experience and satisfaction and offers insights into the type and size of validated go-live engagements. Additionally, the Firm Insights section shares firm-provided best practices on EHR go-lives.

It can be challenging for healthcare organizations to oversee credentialing, enrollment, and licensing without the proper tools. Medallion’s solution aims to help customers have simpler, faster, and higher-quality credentialing, enrollment, and licensing processes by combining all related tasks in one platform. This report shares the experience of Medallion customers.

The EHR holds a plethora of information that helps healthcare organizations provide better, more-informed care, but it takes time for users to find the most relevant data for current patients. As a result, many organizations are turning to clinician digital workflow solutions, which automate and streamline clinical workflows within the EHR—primarily chart reviews, documentation, and care team coordination. Recent advancements in AI and other technology have resulted in further traction of these solutions, as organizations believe the advancements have the potential to enhance clinicians’ EHR experience. This report—KLAS’ first to focus on clinician digital workflow solutions—examines vendor performance, the solution capabilities being used, and the impact of advanced technologies on interviewed customers.

With the aim of facilitating collaboration between payer organizations, healthcare delivery organizations, and technology partners, KLAS hosted the fourth annual K2 Collaborative Payer/Provider Summit in May 2024. Representing 96 different payer, provider, and vendor organizations, the 136 individuals in attendance demonstrated their willingness to connect and engage, improve understanding, and partner to bring to light new ways of solving problems. While such collaboration can be difficult to achieve, KLAS has seen these partnerships yield outcomes that are meaningful to all parties.

Clearwave provides a patient revenue platform that aims to create a simpler way for patients to engage with healthcare organizations. Patients want an improved customer experience through self-serve kiosks, digital registration, and online scheduling, while specialty practices and health systems want increased revenue with decreased administrative burden. Clearwave works to meet the needs of both. This report offers a first look at customer experiences with Clearwave Patient Revenue Platform.

Over the last five years, there has been consistent energy around EPR investment and digital transformation in the UK and Ireland—on average, at least six healthcare organisations have made an EPR purchase decision each year. Going forward, activity will likely increase amid integrated care system (ICS) alignment, as over 50 trusts will look to upgrade or deploy their first EPR over the next few years. While going through the complex decision-making process, organisations frequently look for a partner that can provide not only core documentation and ordering functionalities but also additional clinical, administrative and ancillary modules to support their digital transformation. This report includes (1) an overview of the market share and customer satisfaction with EPR suppliers in the UK and Ireland and (2) a look at suppliers’ broader portfolios, diving into the performance and adoption of modules outside of core functionality.

Healthcare organizations across the world are continuing to prioritize EHR initiatives; although the total number of EHR purchase decisions finalized in 2023 was slightly below the average of recent years, the number of hospitals impacted by the contracts is at a five-year high thanks to several large regional decisions being finalized. In 2023, KLAS validated 186 EHR purchase decisions impacting 734 hospitals and over 128,000 beds. KLAS validated 28 different EHR vendors selected in 35 different countries and territories. Based on the validated EHR decisions, Europe and Oceania were the most active markets, followed by Latin America and Canada.

Misdiagnoses have historically been a significant challenge in healthcare. Diagnostic odysseys and inaccuracy negatively impact both patient outcomes and provider organizations. The SimulConsult software was created to address this and is patterned after the way experienced clinicians think about diagnosis. Through diagnostic decision support, a mix of AI and augmented intelligence, and workflow software, SimulConsult aims to augment the clinical team, save time, and improve diagnostic accuracy, thus empowering providers to improve patient care.

As consumerism has increased in the healthcare industry, organizations have used digital rounding solutions to measure and improve patients’ satisfaction during their stays. Although adoption of these solutions slowed during the COVID-19 pandemic, digital rounding is once again gaining momentum as healthcare organizations seek to gain visibility into patient needs and increase the efficiency of nursing workflows. This report examines how well digital rounding vendors provide strong partnership, technology, and training to support outcomes and efficiencies for healthcare customers.

The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS’

Most healthcare organizations have made immense progress in their overall digitization process, and many are now switching their focus to the optimization of their technology and tech-related processes. High-cost areas are especially being scrutinized to see where costs can be reduced and efficiency improved. One historically high-cost area is the pharmacy, and organizations are starting to use purchasing optimization analytics solutions to identify savings in their pharmacy purchasing. This report—KLAS’ first in this space—examines why interviewed customers are generally satisfied with their vendor, to what extent vendors are driving outcomes, and what functionality is being utilized.

Remote patient monitoring (RPM) solutions seek to address health concerns, treat conditions remotely, and monitor key patient health metrics using a combination of hardware and software tools. Medical Guardian is among the vendors providing RPM tools to reduce readmission rates and bridge the gap between providers and patients. This report examines customer feedback regarding LifeStream by Medical Guardian (formerly Clear Arch Health).

Labs worldwide feel the impact of rising diagnostic burden and a shortage of pathologists. Slow processes and limited access to analog pathology data contribute to this burden. To help ease this burden, Proscia offers Concentriq, an enterprise pathology platform that allows organizations to digitize their labs and adopt AI applications that help deliver more efficient results. This report examines customer experiences with Proscia Concentriq. (Responding organizations are located in the Netherlands, Spain, and the US.)

Healthcare organizations are required to complete time studies for cost reporting, CMS reimbursements, and other compliance needs. For many, time tracking is a manual process involving spreadsheets and paper, and it can be difficult to achieve the necessary physician participation. Time Study has created a solution to streamline the time-tracking process and increase participation by sending alerts to providers. This report looks at customer experiences with the Time Study platform.

The healthcare imaging market in the US is moving to the cloud—nearly two-thirds of the 228 healthcare organizations surveyed about their cloud road map either are using the cloud for diagnostic image viewing and/or storage or are likely to start using the cloud within the next three years. As organizations transition, it is critical for them to choose a vendor that provides not only a reliable cloud solution but also strategic guidance to ensure a successful migration. Intended to help organizations considering the cloud, this report shares customer perceptions of their vendors’ readiness for the cloud, along with an overview of the state of cloud adoption in the imaging market.

Historically, behavioral health has been treated separately from primary care in the US, though many behavioral health patients have comorbidities that also require primary care. To care for patients more holistically, some behavioral health organizations have recently started to move to an integrated care model, which combines behavioral health and primary care. However, the functionality and reporting needed for behavioral health differs greatly from that of primary care, and organizations are looking for technology to help in their efforts to provide integrated care. This report examines behavioral health organizations’ plans for integrated care, which technologies are viewed as most influential, and vendors’ EHR offerings and performance in this area.

Integration engines help provider organizations manage multiple data sources, including patient and pharmacy information and secure messaging data. Mirth Connect by NextGen Healthcare is an open-source integration engine that serves the global market. This report examines the experiences and key functionality adoption of many existing customers outside the US who are currently using the commercial version of the platform.

Delays and mistakes while transcribing prescription renewals can have devastating consequences for patients and health systems. Organizations are beginning to use automated and AI-enabled tools during the renewal process to safeguard against these risks. SmartRenewal—part of the Fuzion by DrFirst medication management platform—integrates into EHRs and automatically captures and inputs prescription renewal information. This report takes a first look at customer satisfaction and outcomes with the DrFirst solution.

Healthcare organizations’ ability to extract and organize data surrounding capacity management and patient movement is vital to patient care. Through AI-enabled tools and workflows, organizations are beginning to address challenges related to capacity management. The Edgility platform helps organizations gain insights with its unique AI approach. This report takes a look at the satisfaction and outcomes of customers using the Edgility platform.

As more provider organizations choose to move forward with cloud-based ERP solutions, it is critical for them to implement the solution without negatively affecting day-to-day business. To avoid challenges during implementation, organizations are partnering with firms that offer implementation leadership and business transformation services. This report examines the client experience of three firms who provide implementation services for Oracle’s ERP suite and what these firms are doing to drive success.

Managing data sources and effectively using data are paramount concerns for medical laboratories and point-of-care (POC) services. Ineffective data management increases costs and lowers overall efficiency. Roche’s navify Analytics suite, which consists of unique applications with insights tailored for the different testing disciplines (core, pathology, molecular, and POC), consolidates data and provides both structured and customizable reporting to understand and address complex questions in laboratory and POC management. This report takes a first look at customer experiences with navify Analytics.

With the initial goal of meeting CMS requirements (e.g., CMS-9115-F), payer organizations have invested heavily in interoperability solutions to transform data into the FHIR format and provide APIs for member portals and other data exchanges. Still, industry-wide usage among patients for these types of offerings is low, with very few enrolled members asking payers for their medical information. As a result, payers need to determine how to utilize the solutions in a way that maximizes their value, especially as some payers report higher price tags from vendors for the technology to support more use cases. To help payer organizations navigate this field, this report examines the performance of CMS interoperability vendors as well as what current and future use cases are a priority for payers.

Acute care EHR purchasing remained high throughout 2023. While market energy in 2022 was mostly driven by small organizations, the majority of 2023 purchases were the result of large multispecialty and specialty organizations making go-forward decisions. Of the 319 hospitals impacted by go-forward decisions (including migrations and specialty hospital wins), 79% were part of health systems while the remainder were standalone hospitals. Key decision drivers were acquisition activity and the need to streamline IT departments and improve clinical usability. This report examines these and other trends in EHR purchases that occurred in the US from January–December 2023.

Healthcare organizations use many different data sources for care information and coordination, and data management is critical in order for organizations to deliver effectively on value-based care contracts. The Garage aims to help organizations on this front with Bridge, a value-based care platform. This report examines the Bridge customer experience.

Many healthcare organizations are working to proactively address socioeconomic barriers to patients receiving needed healthcare—prompting vendors to roll out technology solutions that can collect and manage social determinants of health (SDOH) data. This report uses KLAS’ Framework for a Successful SDOH Program (introduced in Later in 2024, KLAS intends to publish a report that examines customers’ experiences with their SDOH solutions.

Optimizing staffed bed capacity is paramount for provider organizations balancing financial concerns with patient care. Capacity optimization solutions aim to simplify these efforts by combining AI, workflow automation, and transformation services to drive action to decision-makers. This report offers a first look at LeanTaaS iQueue for Inpatient Flow from the perspective of current users.

As virtual care has significantly expanded since COVID-19, provider organizations have generally solidified their . This report focuses on virtual care platforms, which often allow for outpatient/inpatient vendor consolidation. While many organizations are still using multiple solutions to deliver virtual care, some are moving toward total consolidation and need an enterprise solution that provides the necessary use cases for their organization. This report examines the virtual care platform market by looking at breadth of use cases as well as vendor performance, especially in terms of innovation and delivering on promises.

Strategic partnerships between payer and provider organizations and their HIT vendors are becoming a cornerstone of transformative improvements to healthcare processes and outcomes. KLAS’ annual K2 Collaborative Points of Light awards celebrate such partnerships’ successes—or “points of light”—in reducing cost and inefficiencies and improving the patient, provider, and payer experience.

The payer and provider organizations in this collaboration were struggling with a high volume of correspondence regarding potential overpayment claims, creating an administrative and time burden for both organizations. To resolve this issue, they partnered with TREND Health Partners to review potential overpayments and facilitate communication between the organizations. Outcomes include a reduced administrative burden for the organizations and improved financial performance for the health plan.

The prior authorization process often causes friction between payer and provider organizations due to back-and-forth requests for data. In this case study, enGen worked with the collaborating payer and provider organizations to create a solution for utilization, case, and disease management, thus facilitating better data transparency. Use of this solution led to better turnaround times for prior authorizations and reduced manual tasks.

Accurate data is needed for HEDIS reporting, but claims data does not always provide payer and provider organizations with a complete picture of patient/member compliance with Medicaid measures. To mitigate this challenge, the stakeholders in this collaboration created a continuous HEDIS review workflow to triage cases and close care gaps. Outcomes include increased efficiency in identifying care gaps, fewer cases that need to be manually reviewed, and better patient/member care.

Authorizing managed care referrals can be a labor-intensive, time-consuming process that burdens provider organizations, health plans, and patients. In this collaboration, the stakeholders worked to combine API technology with robotic process automation to streamline the referral process and provide transparency into the status of referrals. Outcomes include reduced administrative burdens and increased access to care for patients.

Payer organizations need timely access to accurate clinical data; however, the release of information process can often be cumbersome for provider organizations, causing them to be overwhelmed by payer requests. The stakeholders in this collaboration implemented technology to automate the chart-retrieval process, leading to improved data access for the payer organization and a reduced administrative burden for the provider organizations.

Lack of timely data can prevent provider organizations from facilitating appropriate care coordination after patients are discharged from a hospital visit. The payer and provider organizations in this collaboration worked together with Bamboo Health to increase visibility into Medicare Advantage (MA) patient data and improve CMS Star Ratings. The outcomes include improved performance with CMS measures, timelier follow-up, and better care coordination.

During transitions of care, payer and provider organizations have to manage several moving parts; if clinical data is lost or patient care coordination goes awry, it can negatively impact patient outcomes and the cost of care. In this collaboration, the stakeholders worked together to create a solution that identifies when care transitions are occurring and provides care teams with appropriate clinical information, allowing them to close care gaps.

Negative social and environmental factors, such as unsafe housing or food insecurity, can worsen patient health and lead to them overusing the emergency department (ED). In this collaboration, Sentara Health engaged N1 Health to identify social determinants of health (SDOH) for Medicare and Medicaid members and match these individuals with benefits to facilitate better care and promote re-enrollment. The partners also used AI to determine which patients had high risk for housing insecurity so that they could provide housing assistance via a grant-funded program. These efforts lead to reduced ED usage, increased use of preventive services, and higher re-enrollment in Medicare/Medicaid.

Due to changes in the health plan market, Cigna Healthcare’s membership unexpectedly increased from 350,000 members to 1 million members. In order to ensure appropriate care and reimbursement, the payer organization had to quickly assess, engage, and offer care options to these new members. Cigna worked with MDLIVE and N1 Health to proactively reach out to members with a help-first approach and schedule annual wellness visits for them, ensuring that the members received the right care and that the payer organization was properly reimbursed.

Hierarchical Condition Category (HCC) coding plays an integral role in assessing patients’ risk scores and contributes to quality patient care and appropriate reimbursements. However, provider organizations don’t always have the needed information or training to be able to accurately complete HCC coding and close coding gaps. The stakeholders in this collaboration worked together to seamlessly transfer payer information into clinician workflows, leading to improved data transparency and, ultimately, more accurate coding.

In New York, 80% of Medicare Advantage (MA) members visit their community pharmacy 5–10 times a year, which is more than they visit their primary care physician. Delivering patient insights directly to pharmacy systems can better facilitate positive interactions with patients/members, reduce friction between payer and provider organizations, improve refill outreach, and increase patients’ understanding of their benefits. The vendor and payer organization in this collaboration worked together with local pharmacies to create a solution that connected disparate data and identified care gaps. This solution led to better patient outcomes, greater financial viability for the pharmacies, and improved CAHPS scores.

Provider and payer organizations typically have the tools and data needed to identify and provide care management to high-risk patient populations. However, patients with rising risk are harder to identify and provide care to. To improve care management for this group, the stakeholders in this collaboration implemented Lightbeam Health Solutions’ deviceless remote patient monitoring solution. This solution has led to improved health outcomes for high- and rising-risk patients as well as improved patient engagement.

Payer and provider organizations need to be able to effectively and efficiently share data throughout the prior authorization approval process, but the complexities of data sharing often create an administrative burden and high costs for organizations. In this collaboration, Healthcare Organization 18 and Regence partnered with eHealth Exchange to facilitate faster, easier data sharing through FHIR technology. The stakeholders aim to process prior authorizations more quickly via a single data exchange workflow that connects the provider organization with all payer organizations.

The manual efforts required for release of information requests created a large administrative burden for the stakeholders in this collaboration. In an effort to reduce this burden, the stakeholders worked with Epic to bundle and automate requests for clinical data. This collaboration led to faster turnaround times for release of information, a reduction in administrative work, and increased provider satisfaction.

The manual nature of prior authorizations creates an administrative burden for provider and payer organizations and delays patient access to care. The stakeholders in this collaboration worked to automate the prior authorization process by using Availity to connect the payer and provider solutions, allowing data to be exchanged more seamlessly. This project led to a faster turnaround time for prior authorization approvals, a reduced administrative burden, and improved access to care for patients.

For the provider organization in this collaboration, the process of gaining prior authorization for inpatient stays was labor and time intensive. Additionally, the payer organization often had to deal with incomplete submissions. To address these challenges, the stakeholders worked with Rhyme to streamline the prior authorization process through automatic data sharing. Targeted outcomes include faster decision rates and turnaround times for prior authorizations and a reduced administrative burden for the payer and provider organizations.

The complex nature of prior authorizations often delays needed patient care and creates a large administration burden for payer and provider organizations. To mitigate these issues, the stakeholders in this collaboration worked to create an electronic prior authorization process via Epic Payer Platform to automate prior authorization requests, reducing the burden on payer and provider staff and improving patient access to care.

When Medicare Advantage patients are seen by provider organizations other than their primary care physician (PCP), they may receive diagnoses that their PCP is unaware of. This lack of data transparency can negatively affect patient care, risk adjustment scores, and CMS reimbursements. The payer and provider organizations in this collaboration worked together with Epic to improve patient care and risk adjustment scores through data transparency at the point of care.

Preventive screenings for breast cancer, colorectal cancer, and diabetic retinopathy are vital to improving patient health outcomes and reducing costs for payer and provider organizations. Many patients of the provider organization in this study were not receiving or following through with referrals for these necessary preventive screenings, so the provider and payer organizations collaborated with CareAllies to create a better referral workflow. Outcomes include an increased number of referrals, improved patient engagement, and improved Star Ratings.

Socioeconomic factors, from food insecurity to lacking health literacy, can prevent health plan members from being involved in their health and lower the quality of their health outcomes. Additionally, payer and provider organizations are unable to fully care for and support members when they are unaware of the factors impacting members’ wellness. The payer and provider organizations in this collaboration worked together to create data transparency for clinicians, thus improving member engagement and health outcomes as well as compliance with HEDIS measures.

A lengthy prior authorization process was delaying needed care for OrthoTennessee patients who had received knee surgery. To resolve this issue, they partnered with Humana and Cohere to bundle prior authorizations together into a single transaction. This reduced the administrative burden on the provider and payer organizations and increased the timeliness of patient care.

The prior authorization process for the provider and payer organizations in this case study was inefficient and manual due to a lack of integration between the organizations’ data, delaying patient access to advanced imaging services. The collaborators worked with their vendor partner, Rhyme, to connect the provider and payer workflows and share prior authorization data in real time. This automated process has minimized the need for manual touches and decreased the turnaround time for prior authorization approval, enabling patients to more quickly receive needed services.

Employers (private and public) and unions are increasingly experiencing challenges with highly variable healthcare costs and their employees’ ability to access timely, quality care. As a result, many are turning to firms that help provide a wide range of healthcare services directly to employees, either on-site or near-site. Additionally, energy is high in this market due to several recent mergers and acquisitions, which have the potential to drastically shift market share and client experience over time. To help employers and unions navigate this space, this report examines the overall employer-sponsored healthcare services market, including client satisfaction, how acquisitions are changing the market, how firms help clients realize value, and which healthcare services are being offered.

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This Veradigm “complete look” provides a high-level analysis of the key IT components that make up Veradigm’s comprehensive suite. (Other reports in the series do the same for .)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This NextGen Healthcare “complete look” provides a high-level analysis of the key IT components that make up NextGen Healthcare’s comprehensive suite. (Other reports in the series do the same for .)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This Greenway Health “complete look” provides a high-level analysis of the key IT components that make up Greenway Health’s comprehensive suite. (Other reports in the series do the same for .)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This eClinicalWorks “complete look” provides a high-level analysis of the key IT components that make up eClinicalWorks’s comprehensive suite. (Other reports in the series do the same for .)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This athenahealth “complete look” provides a high-level analysis of the key IT components that make up athenahealth’s comprehensive suite. (Other reports in the series do the same for .)

As healthcare organizations face rising operational costs, they are looking to enterprise resource planning solutions to optimize supply chains and minimize expenses. In the Brazilian market, Bionexo seeks to meet provider needs, be a source of transparency and reliable information, and facilitate customer purchases from suppliers. This report looks at the satisfaction and functionality adoption of Bionexo customers at several Brazilian healthcare organizations.

To personalize healthcare and prioritize patient preferences, provider organizations often use customer relationship management (CRM) tools, which can effectively organize and present the details of a patient population. Recently, the CRM market has shifted—vendors have entered the market, sensing the opportunity to address organizations’ growing interest in personalizing care and improving their management of patient data, and some of these newer entrants are now on par with seasoned players. This report examines customers’ experiences with three vendors to see how well they partner with customers and deliver strong technology.

The recent rise of generative AI in clinical documentation has led many healthcare organizations to look at ambient speech products to decrease non-clinical work and burnout for physicians. Suki leverages machine learning and large language models to power their solution’s voice-enabled, fully automated generative AI. The Suki Assistant solution generates clinical notes in real time and provides capabilities such as audibility features and code suggestions. This report examines the experience and satisfaction of Suki customers, including healthcare leaders and physician users.

Ambient speech AI technology is top of mind for many healthcare organizations as they seek ways to improve physician efficiencies and well-being. Using machine learning and large language models, Abridge’s voice-enabled, fully automated generative AI solution generates clinical and patient notes in real time. The Abridge product aims to increase trust and impact through code suggestions, multilingual capabilities, and mapping of AI content to audio/transcript evidence. This report explores the experience and satisfaction of Abridge customers, including healthcare leaders and physician users.

Healthcare organizations are very focused on enterprise imaging (EI) advancement. Two-thirds of the organizations interviewed by KLAS about future EI plans are likely to expand their VNA image storage or extend their universal viewer (UV) to additional service lines in the next two years. Organizations are also increasingly taking advantage of promising new technology like artificial intelligence (AI) and the cloud. Meanwhile, both vendors and healthcare organizations face budget and staffing shortages and rapidly changing market needs. This report (1) examines how vendors stack up in meeting clients’ ever-growing EI needs and (2) shares a broader analysis of progress in the EI market.

With the rapid rise in value-based care contracts and emphasis on patient population health, healthcare provider organizations are looking for insights into specific populations and metrics to manage outcomes and coordinate care. COPE Health Solutions seeks to meet this need by providing analytics and visualizations of population health data through the Analytics for Risk Contracting (ARC) solution. This report takes a first look at customer satisfaction and key functionality adoption among ARC customers.

Healthcare organizations are continually expanding their use of smart devices, but their unique needs for durability, healthcare-centric workflows, and low costs can present challenges for both users and the organizations purchasing the devices. While many healthcare organizations opt for BYOD programs in specific departments, several are adopting shared smart device programs. Based on interviews from 80 healthcare organizations using such programs,

Two critical components of comprehensive patient care—healthcare education and patient engagement—empower patients to make informed health decisions and better prepare for treatment. Effectively providing education and measuring patients’ usage is essential for healthcare organizations, especially in improving quality, safety, and the patient experience. Mytonomy Cloud for Healthcare is a patient education and engagement platform with original and tailored clinical content that aims to improve patients’ education experience. This report examines feedback from several Mytonomy customers.

China-based iMEDWAY offers a solution called iMedical—an integrated, customizable platform intended to help provider organizations store medical data and coordinate patient care. This report—KLAS’ first to offer insights on iMEDWAY—looks at the satisfaction and key outcomes of customers using iMedical.

As healthcare organizations face tight labor markets, constrained budgets, staff burnout, and government regulations, their priorities and investment plans for healthcare IT are shifting. To understand these issues and resulting priorities, KLAS interviewed 219 healthcare organizations in 42 countries/territories about their priorities for IT investments, plans for leveraging the cloud, and consideration of consulting firms for future engagements. This report also examines how priorities have changed since KLAS’ to learn more about US organizations’ investment priorities.)

The use of artificial intelligence (AI) in healthcare is rapidly evolving. More healthcare organizations are adopting data science platforms and other AI solutions to help alleviate the challenges of today’s environment, with a particular focus on increasing operational efficiency. Based on the feedback of both payer and provider organizations, this report examines the clinical, financial, and operational use cases for which AI is being adopted as well as the outcomes being achieved.

Due to staffing shortages and rising costs, healthcare organizations are increasingly looking to outsourced managed services firms to relieve the burden of hiring and maintaining IT staff—enabling organizations to reallocate and better utilize their in-house resources. This report—the first in a series to focus on managed IT services—examines which firms consistently deliver quality application management services (AMS) and help desk services to healthcare provider and payer organizations; it also shares insights into the managed IT services market, including the pain points driving organizations to adopt and expand use of IT outsourcing. KLAS intends to publish reports on the other two managed IT services verticals later in 2024.

Healthcare organizations continue to face challenges with getting reimbursements, due in part to large volumes of complex medical claim denials issued by payer organizations. To access expertise in managing the appeals process, many healthcare organizations are engaging denials management services firms, who utilize multidisciplinary teams (e.g., legal, clinical, coding) to review accounts and submit appeals. This report—KLAS’ first on denials management services—examines which firms consistently deliver strong execution, expected overturn rates, expertise, and partnership in denials prevention.

Drug shortages present problems for healthcare organizations as they endeavor to provide the best care possible. Unless organizations have proper processes in place, significant drug shortages can have cascading negative impacts across the care continuum. LogicStream Health’s Shortage Navigator aims to deliver all the tools providers need to be prepared for medication shortages. This report examines the experiences of several Shortage Navigator customers.

Many patients’ healthcare experiences begin with an interaction in the front office. Therefore, a streamlined front office experience is beneficial to both patients and healthcare staff. Simple Interact aims to provide the tools provider organizations need through the Front Office Automation platform, which works to improve workflows, reduce staff needs, and increase patient acquisition. This report examines the experiences of several Simple Interact customers.

Straumann Group has partnered with CareStack to launch CareStack PMS, a consolidated dental organization management solution that provides the operational, financial, and clinical tools a dental practice needs to succeed. This report presents the feedback of several customers and examines their satisfaction and adoption of key solution functionality.

Provider organizations are seeking communication tools that enable interoperability with a diverse set of solutions, ultimately ensuring the right clinician gets the right information at the right time. This report looks at the interoperability capabilities of communication solutions through the lens of deeply adopting provider organizations and whether they are able to break down silos between different departments and organizations through enhanced integration. These experiences are not typical of all customers and represent the hard work of vendors and providers deeply engaged in interoperability.

As health plans continually look to reduce costs and improve outcomes for their members, they are utilizing data analytics platforms to bring better visibility to their decisions. This vendor guide is intended to provide a simple starting point for health plans investigating data analytics platforms. The guide focuses on vendors that (1) provide a platform approach to their data analytics solutions, (2) operate across multiple US regions, and (3) provide a variety of use cases. All such vendors known to KLAS as of January 2024 are included in this guide.

Although most EHR vendors offer a patient portal, the functionality does not always meet customer needs. InteliChart offers an alternative option through their patient portal, aiming to provide an all-in-one patient engagement platform that fully integrates with any EHR and includes automated tools such as self-scheduling and integrated forms. This report examines the experiences of customers using the InteliChart Patient Portal.

In the dynamic market of ambulatory care, practices are continually evaluating their options for EHR and PM solutions—which vendors are top of mind fluctuates as regulations change, technology advances, and vendor reputations evolve. For this report, KLAS spoke to over 200 ambulatory practices to examine which ambulatory EHR/PM vendors have the most mindshare for future potential decisions and which vendors are being considered or chosen in actual decisions.

In November 2023, KLAS hosted the third Patient & Consumer Innovation (PCI) Summit in Salt Lake City, Utah. Thought leaders from healthcare delivery organizations and HIT companies were in attendance, along with—most importantly—patient representatives. All attendees came together to discuss the transformation necessary to more fully involve patients in healthcare and measure what matters most to healthcare organizations. Drawing on responses from both a pre-summit survey and small-group discussions at the summit, this paper highlights KLAS’ updated patient engagement framework and shares best practices for patient communication and patient self-scheduling.

Many healthcare organizations in Canada have been using their PACS for years. Since the outbreak of the COVID-19 pandemic, KLAS has seen potential-replacement rates for Canada PACS solutions increase to a historic high, where more than one-third of interviewed organizations are actively looking to replace their PACS. This report examines vendors’ performance and the customer experience in Canada to help organizations understand the strengths and weaknesses of available options in the market.

Amid changing regulations from entities like the American Academy of Pediatrics and HIPAA, pediatric clinics’ functionality needs are increasing and becoming more specific. Most ambulatory pediatric practices are small organizations with limited budgets, and they have to prioritize functionalities that are most important and forgo others to stay within budget. In addition to established pediatric-specific vendors, broad-specialty vendors are addressing this challenge by developing pediatric-specific EHRs or adapting existing platforms to cater to customer needs. Following , this report examines how well pediatric-specific and broad-specialty vendors meet the unique customer needs of this niche market.

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 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.

Both patients and provider organizations want solutions that simplify the often confusing, inefficient process of writing, filling, and paying for prescribed medications. Surescripts’ Real-Time Prescription Benefit solution streamlines the prescription process by connecting prescribers with relevant information on patient insurance coverage, medication costs, and alternative medications. This report provides a first look at provider customers’ experiences, outcomes, and satisfaction with this solution.

For revenue cycle leaders, it is critical to stay on top of trends in payer interactions and identify opportunities to address billing and collection inefficiencies. All healthcare organizations use RCM analytics solutions—their EHR offering, a third-party solution, or a combination of both—to comprehensively understand their RCM practices and glean actionable insights that can optimize revenue and inform decisions. Drawing from the experience of organizations using third-party tools that ingest data from multiple disparate sources, this report provides insights into the performance of three different solutions.

With cyberattacks on the rise, having a strong cybersecurity strategy is a must for healthcare organizations, especially as they face post-pandemic resource constraints and staffing shortages. Many are protecting their data by adopting and implementing cybersecurity frameworks and best practices, such as the on the status of healthcare cybersecurity preparedness. It also examines the effect of governance and resource investment on cybersecurity preparedness and insurance premiums. Data for this report comes from 58 respondents (54 payer or provider organizations and 4 healthcare vendors) who were interviewed September–December 2023.

Over the last few years, the home health market has undergone extensive changes following mergers and acquisitions, fluctuating regulatory requirements, and shifts in the workforce. As a result, user frustration around home health solutions has increased, and home health agencies have sought greater collaboration, development, and automation from their vendors, with some customers even reconsidering their current investments. Through a look at current market share, recent purchase decisions, and customer satisfaction, this report examines which home health vendors are best meeting provider needs, developing functionality, and driving value for customers.

Over the last five years, the Middle East and Africa healthcare IT markets have expanded and evolved. The Middle East has seen consistent energy around EHR investment and digital transformation, with 10–15 purchase decisions being made annually. Energy in Africa has fluctuated year over year, impacted by some very large regional purchase decisions. When selecting an EHR vendor partner for the digital journey, organizations almost always consider other clinical, administrative, and financial functionalities in addition to the core EHR capabilities the vendor provides. This report both provides an update on EHR vendor performance and market share and offers KLAS’ first holistic look at EHR vendors’ broader portfolios in the Middle East and Africa, specifically highlighting the adoption and performance of ancillary EHR modules.

Across the healthcare industry, executives are grappling with myriad challenges and high-stakes decisions that will affect the trajectory of their organizations. Many are turning to management consulting firms for help enhancing operations and improving performance long term. KLAS interviewed 163 healthcare leaders from March 2023 to December 2023 to gather their perceptions on which challenges are most pressing, what consideration factors should be used to evaluate firms, and which firms are seen as best suited to help. KLAS intends to use these findings to measure the service offerings and firms that have the most mindshare in healthcare.

Staff scheduling in healthcare has a unique set of challenges that can be exacerbated by provider volume and manual processes for clinical workflow management. These challenges can lead to problematic patient care and poor provider and staff experiences. The TeamBuilder solution, built specifically for ambulatory facilities, is intended to alleviate organizational pain points around staff scheduling by assessing the needs of day-to-day operations and offering predictive staff scheduling. It aims to increase operational efficiency by taking on the burden of creating and managing schedules. This case study examines feedback from three respondents at one organization using TeamBuilder.

Especially outside the US, many organizations still rely on paper records for their processes, partly due to the substantial time and resources required to transition to digital processes. Vodafone Egypt offers services to help healthcare organizations adopt and maintain digital workflows, provided through the University Hospitals in Egypt. Vodafone Egypt aims to remove a large portion of the transition burden from providers by communicating with vendor partners and helping with EHR training and support. This case study examines early feedback from five respondents at one organization using Vodafone Egypt’s services.

Apprio was founded to help organizations solve key revenue cycle problems and has since evolved to provide automation solutions that help decrease costs and improve patient and employee satisfaction in the healthcare industry. The Apprio offering uses automation bots to reduce labor costs and improve organizational efficiency by automating repetitive workflows such as checking claims statuses and VA authorizations. This case study examines the experiences of several respondents from one organization using Apprio.

Consumerism and patient-centric tools are an increasing focus in healthcare—, and they continue to be important as healthcare organizations work toward increased efficiency and cost savings. While all measured vendors have room to improve functionality (e.g., two-way patient texting, patient satisfaction surveys), this report validates the breadth and depth of patient intake management solutions, identifies the outcomes these solutions drive, and examines the respective merits of third-party and EHR solutions.

KLAS’ report found that investment in digital health is among healthcare organizations’ top three priorities across global regions. Patient engagement, alongside virtual visit technology and remote patient monitoring, is one of the key pillars of digital health. For this report, KLAS interviewed healthcare leaders from 155 organizations across 39 countries and territories around the world, and these leaders shared their current and future patient engagement priorities, their adoption of various patient engagement technologies, and what vendors they are using or considering.

The emergency department can be a chaotic and stressful environment that leaves patients feeling forgotten, but technological solutions can improve the patient experience without adding to the provider workload. Vital‘s ERAdvisor provides personalized tools and updates from check-in onward, thereby increasing patient engagement throughout the emergency department. This report examines the experiences of several ERAdvisor customers.

In the face of tighter staffing budgets and ever-changing requirements from payers, ambulatory provider organizations are increasingly relying on revenue cycle management (RCM) services firms—both EHR associated and EHR agnostic—to fill resource gaps and help develop processes that will maximize reimbursements. Further, organizations want a firm that will effectively own the claims process and be a true partner. Building on the report, this report examines both EHR-associated and EHR-agnostic services firms and shares how well they are meeting clients’ revenue cycle needs. Of note, many aspects of clients’ experiences are similar, whether they use an EHR-associated or an EHR-agnostic firm.

Provider organizations are facing intensifying revenue cycle complexity, payer relations, cost pressures, and staffing shortages, along with the resulting loss of resources and expertise. To find relief from some of these pressures, many are seeking outsourced extended business office services (EBOS) offered by firms that can execute revenue cycle management (RCM) work more economically and with greater efficiency than organizations can in-house. To share insights into a shifting market, this report provides (1) an update on client satisfaction and adoption and (2) a look into provider plans for outsourced revenue cycle services and satisfaction with offshore resources.

To combat a challenging financial market, ophthalmology practices are seeking EHR and practice management solutions that provide efficiencies, robust functionality, and strong ophthalmology-specific workflows. Many of these clinics also highly value their vendor relationships, where strong support and training enable the most effective use of the product and better outcomes for their practices. As a follow-up to , this report examines the dynamics of the ophthalmology EHR and practice management market by comparing some of the leading solutions in the market today.

CitiusTech offers packaged solutions to address a range of healthcare challenges. The firm’s data and analytics services help both payers and provider organizations modernize their data and analytics. This helps enhance clinical decision support and drive strategy and healthcare transformation while working to achieve cost effectiveness and the best outcomes for members, patients, and the community. This report examines the client experience with CitiusTech’s data and analytics services.

The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2024.

The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. Global awards are given in the following software market segments: (1) acute care EHR, (2) digital pathology, (3) PACS, (4) shared care records/HIE, and (5) virtual conferencing platforms.

Payers and provider organizations are under increased pressure to maximize technology, decrease load, and deliver better care. Emids works to meet these current market needs through their payer IT consulting services, which include implementation services, managed services, and managed capacity to help drive needed outcomes like optimized implementations, decreased provider load, and improved overall process efficiency. This report offers a first look at client experiences with Emids’ payer IT consulting services.

Simple Fractal aims to solve critical healthcare issues by automating complex end-to-end processes. Their custom and turnkey bot solutions help improve organizational efficiency, accuracy, and provider satisfaction while decreasing staff workloads and organization expenses. Simple Fractal’s digital workforce solutions span from initial business analysis, process discovery, and bot development to deployment and continuous operational support. This report offers a first look at customers’ experiences with Simple Fractal.

Managing medication shortages is a complex yet important part of a pharmacy leader’s work. Without proper tools in place, it can be prohibitively difficult to navigate shortage workflows and use data effectively. OrbitalRX’s solution aims to automate shortage management and give pharmacists confidence in their workflow. This report examines the experiences of several OrbitalRX customers.

KLAS conducts thousands of interviews with provider and payer organizations each year to better understand their experience with their healthcare IT (HCIT) vendors. However, not all vendors are measured by KLAS today—some vendors have very small customer bases and others work in market segments outside KLAS' current focus. To gain insights into vendors we might not currently measure, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HCIT vendors they have seen or heard about recently. Representing the feedback of 52 healthcare professionals and data from KLAS' website analytics, this report examines the emerging HCIT vendors and market segments that are top of mind for healthcare organizations and that are not currently measured by KLAS. In total, this report indexes 66 vendors across high-interest markets.

Healthcare organizations are under continual pressure from government-mandated laws to move away from manual workflows toward automation. This shift, coupled with software consolidation, aims to increase provider efficiency, and organizations are looking for products that meet their needs. Lean Business Services’ Raqeem platform is intended to help organizations improve efficiency and connectivity. This report shares customer experiences with the platform.

Speed and accuracy are of the utmost importance during code blue events, but the tense nature of these events can rattle all healthcare professionals, even experienced ones. Redivus Health’s solution for cardiac arrest resuscitation aims to remove as many variables from code blue events as possible and act as a digital guide for patient care that reliably manages code blue events and reduces medical errors. This report examines customer experiences with the Redivus Health Code Blue solution.

The US healthcare revenue cycle is inefficient and problematic. SparkChange addresses current key market needs by streamlining revenue cycle processes via database-level automations. These automations simplify complexities and minimize required tasks to ensure timely payments, allowing healthcare organizations to focus on what matters most—patient care. SparkChange aims to create sustainable performance improvements and provide lasting solutions, and this report offers a first look at customer experiences with the vendor’s solution.

Across the industry, provider organizations are feeling pressure from staffing shortages, payer challenges, shrinking margins, and ever-changing regulations. To ease these challenges, vendors are working to create end-to-end platforms that bridge all revenue cycle offerings, and they claim these platforms will increase operational efficiencies and reduce costs. For this report, KLAS spoke to provider organizations who have deeply adopted a vendor’s enterprise revenue cycle management offerings to get a snapshot of current customer satisfaction and examine the benefits and challenges of platform adoption.

Amid current economic challenges, healthcare organizations are contracting with debt collection services firms (often multiple at a time) to ensure financial stability, leverage specialized expertise, and comply with complex regulations. These firms possess the resources and knowledge to efficiently and ethically recover unpaid medical bills—supporting positive patient relationships and saving time for health systems so they can focus on providing quality care. In a market where most firms perform highly, this report—KLAS’ first on debt collection services—examines which firms provide strong technology, foster partnerships, and drive outcomes across organization sizes.

Payer organizations are under increasing pressure to maintain regulatory compliance and ensure strong data security at a low cost; thus, they are seeking payer IT consulting firms for help with advisory services, change management, implementations, and managed services. This report—KLAS’ first in this area—defines the broad ecosystem of payer IT consulting services and examines the market through firm-reported capability sets, validations, and performance data.

Across multiple industries, interest in generative AI is spiking, especially as more easy-to-access solutions enter the market. Unsurprisingly, healthcare organizations are among those interested in generative AI’s potential; however, many have concerns about its reliability and security and want to understand its true capabilities amid all the buzz. To explore some of these questions and concerns, this report—KLAS’ first to focus on generative AI—draws from the perspectives of 66 healthcare executives, sharing their current adoption, future plans, and current challenges regarding generative AI. KLAS intends to publish further general AI insights with the Center for Connected Medicine (CCM) in early 2024.

As healthcare organizations actively work to enhance clinical, financial, and operational outcomes, optimizing their data and analytics strategies will be imperative to success. In a landscape abundant with data (much of which lacks actionable insights), this report examines data and analytics services—KLAS’ first report on the market—with a focus on (1) outlining a framework for these services and (2) evaluating firms’ offerings and performance. Data for this report is based on feedback from 55 client organizations interviewed between March 2022 and September 2023.

The PACS market is in flux—about one in five organizations interviewed by KLAS in the last two years is planning to replace their PACS, and more report they would replace their system if given the opportunity. This market shift is driven largely by organizations (1) replacing aging/legacy technology with go-forward platforms, (2) consolidating platforms, and (3) continuing to move toward unified enterprise imaging strategies. Organizations replacing their PACS are seeking vendor partners with a vision for the future and a strong commitment to innovation. This report examines 90 recent PACS purchase decisions validated by KLAS between September 2021 and September 2023 to understand why certain vendors are being considered, selected, and replaced in this dynamic market.

Payer organizations are always looking to improve their payment and claims accuracy, and payment integrity initiatives play a large role in that endeavor. Because the work required to create and improve these initiatives is not always feasible internally, payers often use vendor solutions. EXL offers a modular approach to payment integrity that aims to provide deeper insights to payers through transparency and accessibility. This report offers a first look at the experiences of organizations using EXL’s payment integrity solutions.

In September 2023, KLAS hosted the seventh annual Digital Health Investment Symposium (DHIS)—about 200 executive thought leaders and representatives from healthcare organizations, HIT companies, and investment firms attended this strategic retreat to collaborate on important healthcare developments, with a specific focus on the tradeoffs between platforms and point solutions in the healthcare technology stack. This event overview shares insights from the event’s small-group discussions, especially highlighting the pressing challenges of the healthcare technology stack, staffing shortages, and AI.

The annual CHIME Digital Health Most Wired (DHMW) survey program offers essential insights into how healthcare organizations (HCOs) worldwide are using healthcare information technologies (HIT) and practices. Widely known for the annual Digital Health Most Wired recognition awards, the DHMW survey program aims to support healthcare leaders’ decision-making by providing robust benchmarking and trending profiles of digital health usage in HCOs, all the while encouraging HIT adoption via DHMW Level designations.

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. , 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.

Healthcare organizations need to be able to access the right data to maintain efficient operations and provide high-quality patient care. However, gathering, integrating, and effectively using data from various sources can be complex and time consuming. To address this challenge, many organizations are turning to cloud solutions that streamline data management. Based on insights from 10 US healthcare provider organizations interviewed by KLAS between May 2023 and September 2023, this report examines the customer experience with Snowflake, including the workloads customers are using, achieved outcomes, and vendor performance.

More healthcare organizations are evaluating digital pathology for clinical use, especially as this market’s technology continues to advance and newly developed CPT codes show promise for future reimbursements. Still, digital pathology in the US is nascent—KLAS estimates that fewer than 10% of US organizations have adopted digital pathology for clinical use, and less than 5% of cases are signed out digitally. As a result, organizations interested in digital pathology have questions about how to start and what to expect. To help provide needed insights, this report draws from interviews with 14 digital pathology pioneers who are in varying stages of their adoption journey, sharing lessons they have learned around (1) building a business case for digital pathology, (2) selecting an IMS vendor, and (3) choosing an adoption strategy. View the full report to read more from the early adopters who shared their success stories and adoption details. This is KLAS’ second report on digital pathology in the US; for the 2022 report, click .

Epic’s Payer Platform represents another step for the vendor into the payer realm. The solution is intended to connect payer and provider organizations via open channels of communication beyond faxes and phone calls and to get information to the right places, thus improving efficiency and patient care. This report is a first look at Payer Platform’s performance and the payer experience.

Most hospital executives are unaware that about one-third of total supply expenses and half of procedural supply expenses are managed by supplier sales representatives. The current process creates systemic data silos and limits healthcare organizations’ ability to control and optimize one of the largest supply chain expense categories. Casechek aims to create (1) a smarter, more efficient implant supply chain controlled by the hospital, not the supplier and (2) a seamless, automated ecosystem of healthcare organizations and suppliers. By integrating clinical and financial data into the procurement-to-payment process, Casechek’s solution reduces the supply chain and administrative costs of surgical care. This case study examines early feedback from two respondents at one unique organization live with Casechek.

Healthcare organizations manage a plethora of data sets, and they have continual need for consolidated, end-to-end data and analytics platforms that offer strong capabilities (e.g., ability to track and benchmark desired outcomes). Organizations are looking for reporting with digestible metrics that can help staff make better decisions as well as excellent support when implementing and actualizing different use cases. This report examines how many data source types that solutions can ingest, how well solutions deliver results for complex use cases, and how well vendors partner with customers to help them achieve success.

In August 2023, KLAS hosted its first Revenue Cycle Management Summit, where revenue cycle leaders from healthcare organizations and healthcare IT companies came together to share best practices, collaborate on moving the market toward more meaningful automation, and discuss the emerging technology of autonomous coding. Drawing on insights from (1) a pre-summit survey and (2) small group discussions at the summit, this paper shares how attendees are using automation, the challenges they have encountered, and best practices for achieving short- and long-term solutions.

Healthcare organizations are facing unprecedented financial pressure; several macroeconomic factors—including the COVID-19 pandemic, inflation, and staffing shortages—have forced organizations to work around decreased revenues and increased costs. At this critical time, organizations are looking to consulting firms to help improve their financial performance and circumnavigate obstacles. KLAS’ 2020 examined how firms were providing guidance to healthcare organizations during the early months of the pandemic. Now, roughly three years later, this report offers an updated look at the types of work consulting firms are doing and the outcomes clients are achieving in this financially challenging environment.

From January 2023 to July 2023, there were 395 reported healthcare security breaches. The number of ransomware cases is rising, making it critical for healthcare organizations to be able to identify, monitor, and secure all network devices. First Health Advisory’s services address risk holistically by offering digital health risk assurance (including medical device and IoT/IoMT management). This report offers a first look at client experiences with the firm’s services.

HIT staffing and IT advisory services help healthcare organizations ensure efficient operations, enhance patient care and safety, protect data security and privacy, comply with regulations, and make cost-effective decisions. Cordea Consulting uses their operational expertise and experience with Epic and Oracle Health (Cerner) products to help organizations optimize their HIT solutions. This report offers a first look at the Cordea Consulting client experience.

Patient data sharing has quickly grown much more important for payer organizations, and recent CMS mandates have made it a necessity for all. Recognizing the burden on payers, Onyx has created a platform that transforms healthcare data into a shareable, compliant format requested by the payer. This report presents a first look at the experiences of Onyx payer customers.

Tumor board conferences play a crucial role in the comprehensive, effective management of cancer patients. These meetings involve a multidisciplinary team that collectively evaluates complex cancer cases and collaborates to make informed, personalized treatment decisions. The absence of tumor board technology can hinder effective communication, collaboration, data sharing, and decision-making, which potentially leads to delays, inaccuracies, and suboptimal care. Roche aims to solve these potential problems with navify Tumor Board. This report offers an initial look at customers’ experiences with this product.

For healthcare organizations, point-of-care (POC) technologies are becoming increasingly important because they can connect users with results rapidly, facilitating quick professional decision-making and better preparedness. However, these technologies must be properly integrated into workflows to avoid issues around accuracy, data management, and overreliance on rapid results without comprehensive assessments. Roche aims to help organizations tackle these issues with navify POC Operations

Medical laboratory services deal with intricate data from many varied sources. The complexity of the information and multiple data sources can increase time for operations in a lab. navify Lab Operations

Payers take on financial risk for members and pay for healthcare expenditures based on various plans and reimbursement types. Due to the complexity of reimbursement contracts, many factors (e.g., coding and billing errors, fraud, waste) can contribute to payers sometimes underpaying or overpaying provider organizations. Payment accuracy and integrity solutions help payers make accurate payments and recover losses when overpayments and fraud occur. This report—KLAS’ first on this market—aims to identify the main capabilities these solutions provide and show early findings on customer satisfaction with vendors’ performance.

Accurate billing and payments will always be a high priority for both healthcare payers and providers. Payers and administrators need a variety of tools to save money and improve efficiencies. Zelis Healthcare’s payment integrity solutions aim to ensure accurate payments with functionalities that span the billing process. This report offers a first look at customers’ experiences with Zelis Healthcare.

found that proactive service is strongly linked to customer retention and technology success, and a foundational element of proactive service is quality phone and web support. HIT vendors’ phone and web support teams serve as the first line of defense when customers face problems or need answers. Most healthcare organizations interviewed by KLAS in the last year report being satisfied with the support they receive from their vendor partners, but one-third of respondents express dissatisfaction with support. To aid vendors and healthcare customers looking to create a proactive, collaborative partnership, this report highlights common failings with support, the effect poor support has on customers, and actions both vendors and customers can take to improve the support experience.

As healthcare claim volumes grow, payer organizations are working hard to ensure problematic claims do not sneak through the claims process. Cotiviti’s payment accuracy solutions are intended to shoulder the review burden across all major claim types and review stages and to reduce unnecessary spend via improved accuracy. This report offers a first look at customers’ experience with Cotiviti’s payment accuracy suite.

Staffing shortages and budgetary pressures are increasing provider adoption of autonomous coding solutions. To address these issues, BUDDI AI aims to improve revenue cycle performance and address healthcare concerns by ensuring coding quality compliance, which increases operational efficiency. This is done by combining a specialty-specific rules engine with the active learning capabilities of AI models, a flexible approach to file formats, and the ability to assign codes for CPT, MIPS, ICD-10, and modifier. This report offers a first look at both provider and vendor experiences with BUDDI AI’s Coding.AI.

The partnerships that healthcare organizations make with technology vendors and services firms drive outcomes for years to come, and amid a flood of new technologies, great potential partners can be missed. In 2022, KLAS published the first Emerging Solutions Top 20 report, which showed the results of prominent members of the healthcare community reading KLAS reports on emerging technology and rating their perception of the solutions based on their potential to impact the Quadruple Aim of Healthcare: to improve outcomes, reduce the cost of care, improve the patient experience, and improve the clinician experience. The 2023 Emerging Solutions Top 20 report (1) ranks emerging solutions by their potential to disrupt the healthcare market and (2) provides insights from participating healthcare leaders into what innovation themes organizations should be aware of as they seek to provide the best patient care. For this report, 35 provider thought leaders with broad HIT experience read and rated 28 KLAS reports on emerging solutions.

With information blocking regulations pushing for patients to have enhanced, easier access to their data, healthcare organizations increasingly need technology that improves release of information (ROI) efficiency. Services firms in the ROI space are generally high performing, with most offering similar strengths and experiencing similar challenges. To provide differentiation, this report looks at (1) different ROI service models and which firms perform best for each model, (2) how firms perform operationally, and (3) what technology efficiencies measured firms provide.

In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.

In June 2023, KLAS hosted our annual global summit in the Algarve, Portugal, attended by 119 participants, including 58 healthcare representatives from 21 countries and 61 healthcare IT (HIT) vendor and consultant attendees. Over the two-day conference, healthcare leaders discussed the industry’s top challenges and areas of growth and innovation. This overview summarizes summit discussions specifically related to (1) the gaps between healthcare organizations, regulators, and policymakers and (2) the advancement of the cloud in healthcare.

As more healthcare organizations move away from manual processes for physician scheduling, they agree that using technology boosts scheduling efficiency and visibility. However, given the inherent complexity of scheduling, many organizations haven’t yet achieved the fully automated process they were hoping for. This report looks at two different types of vendors who offer physician scheduling solutions to their customers—those who focus primarily on clinical collaboration and those who focus primarily on workforce management—and shares the successes and barriers customers experience as they continually move toward greater efficiency. Also included are general market insights gleaned from respondents across solutions.

Cloud solutions’ flexible, scalable environment and easy operability empower healthcare organizations to improve efficiency, reduce expenses, and increase the speed of innovation and returned value. UST aims to modernize healthcare technologies via their cloud services, which include cloud advisory, transformation, and managed cloud and infrastructure services for enterprises around the globe. This report offers a first look at the experiences of UST clients, both provider and payer organizations.

Healthcare organizations need innovative solutions to address challenges with physician practice management. Alpha Nodus’ Gravity AI uses AI and machine learning algorithms to analyze patient data, insurance information, and treatment plans to automate the prior authorization workflow. With a combination of AI-assisted tools and integrated outreach features, Gravity AI works to reduce authorization workload, decrease payroll costs, optimize schedules, and increase productivity. This report looks at the experiences of customers using Gravity AI.

Aftershocks of the COVID-19 pandemic have made it difficult for hospitals and health systems to control costs and find and retain the right staff. In an effort to achieve stability, healthcare executives are looking to external partners for help, including end-to-end revenue cycle outsourcing (RCO) firms. Though organizations have similar motivations for partnering with an RCO firm, not all firms take the same approach to meeting clients’ needs. This report examines the performance of end-to-end RCO firms, reasons provider organizations outsource their revenue cycle, why they chose the firms they did, and the models and approaches of these firms.

Managing time and attendance can be particularly complex in the healthcare industry. Outdated IT systems are inefficient and prone to error. QGenda works to meet this market need by offering configurable rules to effectively manage time and attendance and compensation calculations. Additionally, QGenda works to optimize healthcare organizations’ workforces through reporting and analytics. This report offers a first look at customers’ experiences with QGenda Time Tracking and Compensation.

Payers often use rigorous checks before and after bill payments to ensure accuracy. Optum’s payment integrity solutions aim to provide a comprehensive payment integrity approach that helps payers reduce administrative and medical costs and improve relationships. Payers have asked KLAS for insights on Optum’s payment integrity offering, which is seen as one of the largest in the market. Optum declined to participate in this study; however, KLAS seeks to benefit payers by sharing this first look at the Optum customer experience around payment integrity solutions.

Virtual sitting and virtual nursing solutions are receiving attention from healthcare organizations. Although the use of virtual nursing especially is not yet widespread, and although both use cases often require a significant up-front investment in equipment, organizations are interested in their potential to improve patient outcomes, alleviate staffing shortages, and reduce costs. This report—KLAS’ first about virtual sitting and nursing—is an early look at customer experiences and the positive outcomes (clinical, financial, and operational) organizations are seeing in this space. Broad market insights are also shared. KLAS will continue collecting data on virtual sitting and nursing software and share insights as the market grows.

In their second annual report, Bain & Company and KLAS Research explore the trends impacting the Healthcare IT market.

Provider organizations are facing workforce shortages and financial instability. care.ai aims to help organizations with these challenges via their Smart Patient Rooms product, which is virtual care hardware that supports healthcare staff with virtual nursing, monitoring, and predictive analysis powered by AI. This report offers an early look at care.ai’s customer experience.

Remote patient monitoring (RPM) solutions have grown in adoption, giving providers new ways to acquire, store, transmit, and display electronic health information from patients outside of conventional clinical settings—most often their homes. This report details customer experiences with CareSignal’s deviceless RPM offering—using texts and phone calls to gather data rather than RPM hardware.

Healthcare in the US is uniquely inefficient, with costs generally growing faster than the overall economy. Consequently, lowering drug expenditure and improving financial efficiency are pivotal for health systems. To help customers maximize cost savings and discover revenue opportunities, McKesson’s Utilization Analytics solution integrates with drug purchasing, usage, patient administration, and reimbursement data as opposed to theoretical usage and payer contracts. This report offers a first look at customer experiences with this solution.

Many provider organizations are adopting new cloud-based ERP solutions, but implementing an ERP solution is a big undertaking that can affect day-to-day business. Due to the breadth of areas ERP touches as well as post-COVID-19 staffing challenges, organizations are engaging firms that offer implementation leadership and business transformation services. This report examines client experiences with firms who provide implementation services for Infor’s ERP suite. (Engagements for implementing other vendors’ ERP solutions are excluded from this research. In early 2023, KLAS published ; KLAS also plans to publish future research on firms that implement Oracle’s ERP software.)

Revenue cycle management (RCM) is a complex process that requires healthcare organizations to continually adapt to ever-changing market conditions, regulations, and patient expectations. Healthrise aims to meet the evolving needs of healthcare organizations by providing IT services for EMR go-lives, revenue cycle optimization, and HIT staffing. This report offers a first look at client experiences with Healthrise.

Many employers recognize that keeping employees healthy is vital to a company’s success. Providing employer-sponsored healthcare services ensures staff members have easy access to the healthcare they need. Proactive MD aims to support employers who want to offer these services by providing fully encompassed and managed healthcare services. This report examines the experiences of client organizations using Proactive MD’s services.

Competitive and financial factors continue to drive organizations toward value-based care. A widely varied array of services firms and other vendors offer services and solutions designed to help. This report details CareAllies’ value-based care managed services offering and examines client experiences.

In December 2022, Omnicell announced a change in their approach to working with customers that places new emphasis on having customers utilize a managed services model for all Omnicell technology. Previously, Omnicell moved singular solutions (namely their compounding robots, such as the i.v.STATION) to a managed services model, and with those changes, customers generally noted an improved experience, even with increased costs. Given the economic conditions and staffing challenges currently impacting healthcare, many customers have concerns about how Omnicell’s new focus will impact things like costs, product deployment, and staffing demands. This report provides an early look into customer confidence in and perception of the new managed services model.

Over the last several years, social determinants of health (SDOH) have become an emerging focus for healthcare organizations. Even with growing interest, progress toward a standardized SDOH program has been challenging for many provider organizations and their communities. In March 2023, KLAS held the Social Determinants of Health Summit, where 69 leaders from 61 organizations that have made early progress in SDOH programs shared feedback—with the goal of building a cohesive framework for organizations standing up SDOH programs in their communities. Participants at the summit included representatives from provider organizations, payers, HIT vendors, and community-based organizations (CBOs). In addition to the creation of the SDOH framework, the summit included two panels that focused on financing SDOH and on helpful metrics for tracking the impact of SDOH. This summit executive overview presents the finalized SDOH framework, summit participant insights, and highlights from the two panel discussions on financing and impact tracking.

Purchasing drugs that provide the best value is important for any healthcare system’s financial well-being but can also be difficult and time consuming without the right tools. Verity Solutions’ Verisave aims to replace the manual selection process by automatically selecting—in real time—the best-priced products before orders are placed. This report offers a first look at the Verisave customer experience.

Facing unprecedented staffing and financial challenges in an ever-changing HIT landscape, provider organizations have a critical need for proactive support and guidance from vendors. While KLAS data shows that most customers are generally satisfied with their vendor’s proactive service, roughly one-third are dissatisfied. This report highlights where proactive service failings occur, the impact of not proactively serving customers, and ways both provider organizations and vendors can better partner to get the most out of technology.

Due to staffing shortages and increased labor costs, many healthcare organizations are outsourcing revenue cycle work to external firms. ECLAT Health Solutions offers a broad outsourcing solution set that allows healthcare provider and payer clients to offload various aspects of revenue cycle management, including facility coding, ProFee coding, HCC coding, A/R and denials management, and patient access call center services. This report examines clients’ experiences and satisfaction with ECLAT.

Patients that require frequent monitoring or sitting can quickly put a strain on healthcare organizations’ staff. AvaSure seeks to reduce this burden with their all-in-one virtual sitting platform, supplying both hardware and software that allows one person to monitor and communicate with multiple patients in real time. , and this report offers a second look at how the customer experience has changed over the last two years.

Despite the healthcare industry’s progress with interoperability (HIEs, national record exchanges, Direct Secure Messaging, APIs), healthcare organizations still heavily rely on faxing to exchange data. Faxing technology has evolved to accommodate fully digital processes, but provider organizations are looking for next-generation faxing functionality—like optical character recognition (OCR) and natural language processing (NLP)—to further automate workflows. Drawing from interviews with organizations identified by vendors as their most advanced users, this report follows up on KLAS’ and validates what next-generation functionality vendors have deployed. It also shares market insights into the organizational effort required to maintain digital faxing and the future viability of digital faxing in healthcare.

For healthcare organizations, the outbreak of the COVID-19 pandemic underscored the importance of having a holistic and integrated solution for safety, risk, and compliance management. Purchase energy in this market is increasing as more organizations are looking for solutions to increase visibility into safety events and compliance, address potential risks, and enhance patient and staff safety. To better understand what factors are influencing purchase decisions and which vendors are seeing the most traction, this report examines 51 recent purchase decisions validated by KLAS between May 2021 and May 2023. For additional context, some satisfaction data from current customers is also included.

The recent surge of artificial intelligence (AI) and machine learning (ML) has created opportunities for technology-based efficiencies in healthcare. Regard’s solution is an EHR-embedded AI co-pilot for clinicians that uses patient data to suggest new diagnoses and automatically generate clinical notes directly in the clinician workflow. This report offers a look at customers’ experiences and satisfaction with the Regard solution.

To ensure success, any healthcare organization needs to maintain positive patient-provider relationships. Solv. Health aims to provide an easy-to-use tool set for building and keeping those relationships. This report provides a first look at customers’ experiences using Solv.

In recent years, the complex payer claims and administration market has seen several changes. Historically, payers have used multiple technology vendors and homegrown tools to meet their broad functionality needs. Now, payers are looking to consolidate platforms to improve efficiency and their ability to manage multiple business lines. As finding a platform that meets payers’ complex needs can be challenging, this report provides a comprehensive look at which business lines vendors are focused on, which vendors are gaining or losing market considerations, and how satisfied customers are with their platforms.

As patient payment responsibility increases, equitable access to healthcare is becoming more difficult, adding financial stress to patients and straining healthcare organizations with declining cash flows. PayZen seeks to address these issues. Their automated, AI-driven platform integrates with existing revenue cycle systems and provides patients with personalized payment options. Simultaneously, PayZen funds providers upfront, reducing cash flow concerns and administrative burden. This report examines customers’ experiences.

Gaps in the revenue cycle process cost healthcare organizations billions of dollars every year. SmarterDx aims to help organizations boost revenue with their AI solution, which serves as a checkpoint that scans charts before billing and helps organizations ensure no opportunities are lost. This report examines the SmarterDx customer experience.

The term “digital front door” has become popular in recent years across the healthcare industry. Increasingly, it is used to refer to patient interactions not only before visits but also during and after care. The Health Management Academy and KLAS Research have partnered to create this guide, aimed at helping healthcare organizations understand the market as a whole and their vendor options.

To enhance efficiency and system reliability, healthcare organizations need robust tools that monitor their IT system. With system optimization, organizations can deliver higher-quality care, improve patient access to medical records, improve response times, and offer better healthcare services overall. Goliath Technologies aims to help organizations’ IT infrastructure perform optimally by offering comprehensive system performance-monitoring tools. This report examines the customer experience of Goliath Technologies.

Healthcare organizations need effective patient-provider communication and engagement solutions. Nuance Patient Engagement Solutions (PES) aims to increase patient engagement and improve the consumer experience through omnichannel engagement technology and intelligently automated personalized interactions. Additionally, the software can help facilitate better patient interactions through integration with core systems (e.g., EHR, revenue cycle, and CRM solutions). This report offers a first look at customer experiences with Nuance PES.

SKYGEN aims to transform benefits management and administration for specialty payers to reduce costs and increase satisfaction for all involved. Currently focused on dental and vision payers, SKYGEN offers a variety of technology to fill all common core administration needs. All solutions are available as a SaaS platform or through SKYGEN’s third-party administrator (TPA) model. This report examines the SKYGEN customer experience.

Healthcare organizations face more operational challenges now than ever, so they are looking to a variety of sources to overcome barriers. Vendors of multiple solution types have an opportunity to improve their offerings to better help healthcare organizations tackle top operational challenges. For this report, KLAS spoke to 51 healthcare executives from 51 organizations to examine current operational strategies, goals, and perceived challenges as well as the role that technology plays in addressing these challenges.

is a key area that helps healthcare organizations improve patient safety and prevent drug waste and misuse. The second generation of drug diversion monitoring solutions utilizes predictive models, artificial intelligence (AI), and machine learning (ML), and users are beginning to see outcomes such as correctly identified risks, reduced false positives, and increased efficiency. This report examines which vendors are driving outcomes, how advanced AI/ML capabilities are impacting the user experience, and how well vendors partner with and support customers.

The virtual patient observation market is growing due to increasing demand for virtual inpatient observation services. Healthcare organizations are looking for ways to reduce staffing burden, increase efficiency, decrease costs, and improve patient safety. MedSitter’s virtual patient observation solution aims to meet these customer needs. This report offers an initial look at customers’ experiences with MedSitter.

By preventing and detecting unauthorized access to patient data, patient privacy monitoring solutions play an integral role in helping provider organizations maintain patient confidentiality, comply with regulations, and build trust. In recent years, the market has seen multiple acquisitions, and vendors have begun to provide artificial intelligence (AI) offerings. This report looks at how these changes have affected customer satisfaction and provides early insights on outcomes related to AI.