Trusted Industry Reports

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

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Features

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

Easy to digest

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

Key findings and analysis from in-depth peer interviews

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

Advice and insights from actual healthcare professionals

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

Recently Published Reports

Check out the latest industry trends

Phynd: Emerging Technology Spotlight 2020

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This Spotlight report focuses on Phynd, a solution for provider data management. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.

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Epic Ambulatory 2020—Community Connect: The Reality of Community Connect vs. Direct Contracting

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Because of Epic’s presence in the healthcare market and their record of strong performance, many standalone (i.e., not associated with a hospital) midsize to large ambulatory organizations have chosen or are seriously considering Epic’s platform. These organizations have two options: contract directly with Epic for an independent instance of the solution, or contract with a local hospital/IDN under the Community Connect model. This research—KLAS’ first look at the differences between these approaches on the ambulatory side—includes two main findings from standalone ambulatory organizations:<br><br>(1) With direct contracting, Epic delivers a highly satisfactory experience for midsize to large ambulatory organizations.<br>(2) Those on Community Connect, who rely on their host organization for support, tend to be considerably less satisfied and fault Epic for allowing host organizations to deliver an experience below Epic’s usual standard.

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Blockit: Emerging Technology Spotlight 2020

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The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology. <br><br>This Spotlight focuses on Blockit, a referral and patient scheduling management solution, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

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Augmedix: Emerging Technology Spotlight 2020

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The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology. <br><br>This Spotlight focuses on Augmedix, a physician documentation service, used to document patient encounters and other tasks, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

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Opioid Management: Insights from CHIME's "Healthcare's Most Wired"

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<p><strong style="color:#c05131; font-size:20px">A Look at Strategies Employed by the Nation’s Most Advanced Ambulatory Healthcare Organizations</strong></p><p>Each year, acute and ambulatory care organizations from around the world take part in CHIME’s “Healthcare’s Most Wired” program, whose goal is to improve healthcare by encouraging the optimal use of information technology. These organizations are surveyed regarding their current adoption levels and strategies across many HIT areas. Based on the responses of 137 advanced ambulatory organizations in the US, this report delves into how organizations are using technology to battle opioid use disorder (OUD).</p>

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Suki: Emerging Technology Spotlight 2020

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The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.<br><br>This Spotlight focuses on Suki, a clinical digital assistant used to document patient encounters and other tasks, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

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NowPow: Emerging Technology Spotlight 2020

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The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology. <br><br>This Spotlight focuses on NowPow, a solution provider for SDoH or Whole Person Care, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

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Artificial Intelligence in Imaging 2020: Shifting Mindshare

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Many provider organizations are exploring the deployment and adoption of artificial intelligence (AI) in imaging, and market competition has begun to increase among vendors who offer this technology. Based on feedback from 81 organizations with advanced imaging strategies, this report explores what healthcare organizations have planned for AI in imaging and their perceptions of which vendors are best positioned to help (responses could apply to modalities or software). It also identifies best practices related to AI deployment and adoption as reported by some of the healthcare industry’s most successful AI users. In the near future, KLAS plans to publish in-depth case studies from customers of some of the most frequently mentioned vendors to explore what is currently being achieved with AI in imaging.

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Patient Perspectives on Patient Engagement Technology 2020

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In recent years, provider organizations have increased their investment in patient engagement technologies, but the outcomes they report are often provider-centric and don’t necessarily benefit patients directly. It is becoming increasingly important for the patient voice to be at the center of vendor development and provider deployment efforts. To help support this focus, KLAS surveyed over 300 patients, asking them which patient engagement technologies have been most impactful to them and how they expect these technologies to impact them in the future.

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Emerging HCIT Companies 2020: Top-of-Mind Healthcare Technologies

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<p>KLAS conducts thousands of annual interviews with provider organizations to better understand their experience with their healthcare IT vendors. However, not all vendors are measured by KLAS today—some emerging vendors have very small customer bases, and others work in market segments outside KLAS’ current focus. This report also includes some established companies newly disrupting the healthcare market (e.g., Amazon, Google, Salesforce). To gain insights on emerging companies in healthcare IT, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HIT vendor they have seen or heard about recently. During the latter half of 2019, 341 healthcare professionals from 299 different provider organizations responded to this question.</p><p>This report shares the top-of-mind companies and market segments that surfaced from these interviews; in the future, KLAS will monitor those companies that continue to pique market interest and gain mindshare among healthcare organizations.</p><p style="font-size:10px">Note: The data in this report was collected in the latter half of 2019 (from July 2019–Dec 2019).</p>

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Healthcare Business Intelligence and Analytics 2020: Decision Insights Report

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The healthcare business intelligence (BI) and analytics market has become crowded, with vendors touting a variety of different benefits. Many healthcare organizations are looking to consolidate solutions, but who can meet organizations’ analytics needs and also bring departments together, aggregate siloed data, and drive outcomes in a consolidated way? This report examines 45 BI purchase decisions made over the last 18 months to determine what is driving buying decisions. Is it the solutions’ power/flexibility or the vendors’ experience/relationships? Which vendors are gaining momentum, and which are being left behind?

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Patient Driven Payment Model (PDPM): Flash Insights Report 2020

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The new Patient Driven Payment Model (PDPM) proposed by Medicare went into effect in October 2019. Now that the first billing cycle under the model has passed, KLAS reached out to skilled nursing facilities (SNFs) to get early insights into how smoothly the transition went, how helpful their technology (EMR/therapy) vendors have been, and how the change has impacted their bottom line. The feedback came from a total of 48 respondents—11 executives, 20 directors, and 17 managers, analysts, and other healthcare professionals.

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Cerner Revenue Cycle Management, Report 4 of 4: Cerner Customers Waiting on Tangible Results

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In August 2018, representatives from some of Cerner’s largest and most complex customers met with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was to provide insights that would enable Cerner to conduct a <strong>significant pivot</strong> to regain client confidence and deliver a world-class RCM solution. In KLAS’ previous follow-up reports, customers reported that Cerner has delivered a road map, become more transparent, and worked to improve client relationships. This report is the final in the series and focuses on the tangible improvements that have been realized since the August 2018 summit.

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Patient Engagement Summit 2019: White Paper

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On November 11–12, 2019, healthcare IT leaders (20 from healthcare organizations and 19 from vendor organizations) gathered in Park City, Utah, to help guide the healthcare industry toward a common patient engagement target. The goal of this summit was two-fold: (1) to share success stories and recommendations for overcoming barriers and (2) to define what a patient engagement platform should entail.

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Best in KLAS 2020: Software/Services

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Best in KLAS is a recognition given to vendors for outstanding efforts to help healthcare professionals deliver better patient care. The Best in KLAS designation is reserved for the software and services market segments that have the broadest operational and clinical impact on healthcare organizations. Separate from the winners of Best in KLAS, Category Leaders also earn top honors for helping healthcare professionals provide better patient care. The Category Leader designation is reserved for use in select market segments that don’t qualify for Best in KLAS.

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Best in KLAS 2020: Global (Non-US)

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The Global Best in KLAS awards are given to vendors to recognize outstanding efforts to help healthcare professionals outside the US deliver better patient care. Global Best in KLAS awards are currently given in two software market segments that have broad operational and clinical impact on healthcare organizations around the world: (1) acute care EMR and (2) PACS.

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Healthcare IT Investor Update: 2020 Q1

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In the 2020 Q1 Investor Update, KLAS M&A Advisory leader, Chris Chandler, discusses Revenue Integrity and Revenue Cycle Unicorns, the Digital Health Investment Symposium and Emerging Tech Recap, and Strategic M&A deals done over the last 7 years with Boyd Stewart, Lauren Barton, Doug Tolley, and Emily Paxman. Watch the webinar to get the latest investment insights from KLAS experts.

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340B 2020: Service Weighs Heavy in Purchasing Decisions (A Decision Insights Report)

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The 340B program is considered a critical savings opportunity for covered entities and their contracted pharmacies, and over the past couple of years, KLAS has noted an increase in provider organization purchase decisions in the third-party administrator space. Some organizations are putting out RFPs because their current contracts are ending, but many others are seeking out solutions to fill the functionality and service gaps of their current 340B vendor. Newer market entrants, such as PSG and RxStrategies, represent additional options to consider alongside the already-established market players. While organizations continue to look for new technology and functionality in potential vendor partners, factors like service, support, and relationships have proven to be key to long-term customer success. 

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Payer/Provider Keystone 2019 White Paper: Payer and Provider Teamwork—Making the Ideal a Reality

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Payers and provider organizations work together to deliver and pay for over 3 trillion dollars of care each year in the United States. While this partnership in huge in size—greater than the GDP of all but 7 countries—it is an uneasy, often adversarial relationship. What could happen if these two parties were better aligned, with better trust and communication? Is this type of partnership possible? <p>Working toward these answers, KLAS gathered together several dozen provider, payer, healthcare technology and other industry experts and asked them these difficult questions, searched for instances of great partnership and identified possible opportunities to catalyze greater trust and alignment. </p>

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Digital Fax 2019: What Is Possible with Digital Fax?

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While healthcare industry buzz tends to focus on flashy technologies and new approaches to care, many provider organizations are still combating a highly analog problem: eliminating paper faxing.  While exact estimates vary, most medical communication still relies on faxing, even with nearly ubiquitous EHR adoption<sup>†</sup>. This report provides a unique look at digital fax solutions, which aim to support a fully digital documentation strategy. Vendors offering these solutions tout their ability to reduce costs, address the security concerns of paper faxing, and even solve interoperability challenges. How well do they deliver? KLAS interviewed organizations identified by vendors as their most advanced users in an attempt to understand what is possible with digital fax solutions.<br><br><sub>† <a href="https://www.vox.com/health-care/2017/10/30/16228054/american-medical-system-fax-machines-why"><u>“The fax of life: Why American medicine still runs on fax machines,”</u></a> Vox<br><a href="https://healthitsecurity.com/news/90-healthcare-providers-still-rely-on-fax-machines-posing-privacy-risk"><u>“90% Healthcare Providers Still Rely on Fax Machines, Posing Privacy Risk,”</u></a> Health IT Security</sub>

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Global Digital Pathology 2019: What You Need to Know to Get Started

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Around the world—from Asia, to Europe, to Canada, to the United States—healthcare organizations have begun to use digital pathology technology for primary diagnostic work, not just research (for which digital pathology has been used for nearly a decade). Depending on your organization, moving to a digital pathology solution may not save you money, but it can result in benefits like improved quality and flexibility for remote reading, and it will lay the groundwork for telepathology capabilities that can help your organization deal with pathologist shortages predicted for the future. <br><br>KLAS interviewed a number of leading organizations using digital pathology solutions for primary diagnosis, focusing on reference sites from vendors in the US and Europe, to highlight what healthcare organizations need to know to get started with digital pathology.

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Value-Based Care Managed Services 2019: Which Vendor's Profile and Performance Match Your VBC Needs?

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Despite reduced regulatory pressure, competitive and financial factors continue to drive organizations toward value-based care (VBC), yet making the transition is a complex and expensive undertaking, especially for smaller or midsize organizations, who may lack the resources and expertise of their larger peers. An array of services firms and software vendors offer managed services designed to help. These offerings vary widely, and provider organizations will want to consider several factors when choosing the firm that is right for them. This report examines eight services firms and software vendors who offer VBC managed services to examine the types of projects and organizations they work with and how well they perform.

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Enterprise Imaging 2019: Strategic Contributors to Progress

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Enterprise imaging strategies aim to align provider departments, priorities, and technologies to drive key outcomes. KLAS has watched some strategies evolve and grow while others struggle to take shape. The purpose of this report is to (1) provide an update on industry progress, (2) show how both healthcare provider organizations and vendors contribute to that progress, and (3) identify which enterprise imaging vendors act as true strategic partners that drive success.<p style="font-size: 24px; color:#2A74BB; margin-top:30px">What Is Enterprise Imaging?</p><p style="margin-top:-10px">KLAS defines enterprise imaging as the ability to store and/or view images across the enterprise from more than one service line or storage solution.</p>

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Value-Based Care Consulting 2019: Finding the Best Fit in a High-Performing Market

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Transitioning from fee-for-service to value-based care (VBC) is a top-of-mind concern for healthcare organizations. However, <u><a style="color:#0076ce" href="https://klasresearch.com/report/healthcare-management-consulting-2018/1278">previous KLAS research</a></u> has revealed that VBC transformation is also the area in which healthcare executives are least familiar with which firms are well positioned to help. This report examines nine firms that provide value-based care consulting services to explore the types of work these firms do (and for who), how consistently the firms perform across clients, the outcomes they deliver, and the factors that drive these outcomes.

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Worksite Health Services 2019: Measuring Clinic Adoption and Outcomes

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As healthcare costs continue to climb, employers are attempting to mitigate the impact by taking measures to help manage and improve the health of their employees. A very tangible step—particularly common among self-insured employers—is to engage a worksite health services firm to provide employees (and sometimes their dependents) with primary care and related services. Employers generally agree that employees view workplace clinics as a nice benefit, but the real question is whether the clinics actually improve employee health and reduce costs. This KLAS report is intended to increase transparency in the market by shining a light on employers’ real-world experiences with various worksite health services firms.

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Ophthalmology 2019: Which Vendors Best Meet Ophthalmology Needs?

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As the US population ages, the demand for ophthalmology treatments, therapies, and procedures is increasing, as is the number of healthcare providers who deliver these services. The field of vendors who offer EMR software for ophthalmology practices is also changing amid strategic acquisitions and mergers. This consolidation has left large numbers of clinics wondering whether their EMR will be supported long term and which vendors can best meet their needs. This report—KLAS’ first on EMR performance in the ophthalmology market—attempts to increase transparency by examining vendor performance in areas such as ease of use, reporting, and ophthalmology-specific development.

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Population Health Care Management 2019: Adoption Early But Gaining Traction

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Care management is where the rubber meets the road in population health management (PHM). Many provider organizations are able to access their data, analyze it, and ascertain patient risk, but now they are pushing for better, more automated ways to manage the care of at-risk patients. Many vendors are struggling to keep pace with delivering care management (CM) capabilities due to siloed data and high variation in customer needs. Notably, several high-profile PHM vendors are not included in this research because their CM functionality is too limited, too early, and/or lacks sufficient adoption. <br><br>This report, KLAS’ first look at the use of PHM software specifically for care management, shares what functionality vendors provide and how well those tools support care managers’ work—by first pulling in data to create a longitudinal record and then providing actionable insights and helping to identify and close care gaps.

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Revenue Integrity / Underpayment 2019: High Value Reported in High-Performing Market

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Healthcare organizations lose money when underpayments, transfer DRGs, and denials cause insurance payments and other types of income to be left on the table. Revenue integrity firms aim to solve this problem by helping organizations retroactively recoup revenue and proactively prevent future loss. In a big win for healthcare organizations, these firms are very high performing overall—of the services segments KLAS measures, revenue integrity is rated third overall and first for value and customer loyalty. Rather than splitting hairs on the performance of a high-performing pool of options, this report focuses on firms’ individual services offerings to help organizations find the best fit (or fits, as many organizations leverage multiple firms).

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Revenue Cycle Unicorns 2019: Unique Solutions Closing Gaps

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The healthcare revenue cycle is a notoriously treacherous, high-stakes journey, and provider organizations who don’t have the right tools in hand are likely to get held up fighting high costs and lost revenue. While KLAS has done extensive research in the past on revenue cycle solutions, this report focuses on the solutions that take a more unique approach to tackling revenue cycle issues—in other words, revenue cycle “unicorns.” These solutions often don’t fit into KLAS’ traditional revenue cycle market segment, lack direct competitors, or are potentially disruptive to existing ways of doing business. As a result of their unique nature, the solutions rated in this report are not compared side by side but rather examined individually through the lens of customer experience.

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ERP Implementation 2019: Which Consulting Partner Is the Right Fit for Your ERP Implementation?

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Static for many years, the ERP software market has seen a resurgence of energy, thanks in part to the introduction of several cloud solutions. With this uptick in purchasing has come increased need for partners who can help organizations implement the technology and oversee the significant change management and training required—in fact, a number of interviewed organizations note that success might depend more on the implementation partner than on the actual software implemented. While some organizations choose their software vendor to manage the project, others engage a third-party firm. Which type of partner is right for your organization?

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Global PACS 2019: Vendor Performance in Shifting Market

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The non-US PACS market is shifting—as cloud technology and lighter infrastructure replace aging C/S models, several traditional market mainstays are no longer viewed as cutting-edge technology. The need for traditional workstations has not disappeared, but healthcare organizations are looking for vendors that are developing imaging platforms that will meet customer needs today and in the future. Based on perspectives from 325 individuals at 272 organizations in 48 countries and territories outside the US, this report examines global as well as regional PACS performance.

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Remote Patient Monitoring 2019: The New Age of RPM

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

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Patient Engagement Ecosystem 2019: Is the Industry Aligned?

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

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

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

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Emerging Technology Spotlight 2019: PatientPing

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

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Global VNA Solutions 2019: Insights from Leading Organizations

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

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Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence

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

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Achieving EHR Satisfaction in Any Specialty 2019: Impact Report

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

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Healthcare IT Investor Update: 2019 Q4

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

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Interoperability Platforms 2019: Shifting Away from Traditional HIE

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

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

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

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

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

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

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

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

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

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

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

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Credentialing 2019: Addressing Credentialing Pain Points

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

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Emerging Technology Spotlight: Olive AI

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

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

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

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Smart Pumps 2019 Decision Insights: Energy at the Enterprise Level

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

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

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

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Cerner Revenue Cycle Management, Report 3 of 4: Cerner Customers Cautiously Optimistic

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

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

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

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

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

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

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

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Payer Care Management 2019: Decision Insights Report

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

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

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

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Acute Care EMR Decision Insights 2019: Buyers Unwilling to Settle

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

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DHIS International 2019 White Paper

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

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Healthcare IT Investor Update: 2019 Q3

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

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Improving EHRs Globally: An Arch Collaborative Impact Report 2019

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

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

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

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

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

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HIT Advisory Services 2019: Seasoned vs. Developing Firms

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

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Radiation Therapy 2019: Relationships a Key Driver of Value

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

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

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

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

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

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

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

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

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

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

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

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

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

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Cerner Revenue Cycle Management, Report 2 of 4: Has Cerner Changed Course?

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

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Healthcare IT Investor Update: 2019 Q2

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

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

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

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

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

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Emerging Technology Spotlight: SailPoint

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

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RTLS 2019: Exploring Attainable Outcomes with Deep Adopters

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

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ERP 2019: Performance in the Cloud

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

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Precision Medicine Implementer's Guide 2019

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

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