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

Spectralink Versity: First Look 2021

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Shared smart devices are a means of improving communication and clinical workflows. For this report, KLAS spoke to healthcare organizations to understand their perspective on how well these devices meet their needs. Aspects reported on include clinical workflows, network connectivity, call quality (VoIP), barcode scanning, camera quality, overall durability, battery life, bulkiness, operating system updates, native security features, average cost of device, and the quality of vendor services offered.

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Surescripts Interoperability Solutions (Direct Provider Customers): First Look 2021

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For many years, Surescripts has been well known in the industry for their work with ePrescribing. It is not as well known that they also have capabilities to help with other interoperability challenges. This report shares customer feedback on Surescripts’ Record Locator & Exchange and Clinical Direct Messaging solutions, along with limited insights on adoption of the newer Care Event Notifications solution. Customers interviewed for this report are provider organizations using Epic’s EMR and working directly with Surescripts (other EMR vendors act as an intermediary between their customers and Surescripts).

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Nuance DAX: Emerging Technology Spotlight 2021

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To increase clinical documentation quality and reduce physician burnout, provider organizations look to solutions like scribes who can take notes during patient appointments or technology that captures physician notes. Nuance’s solution Dragon Ambient eXperience (DAX) uses ambient technology to capture and automatically document patient encounters via a mobile app. This report seeks to validate early adopters’ experience with the solution and what outcomes they anticipate.

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Iodine Software Artifact: Emerging Technology Spotlight 2021

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Clinician burnout is a major concern for health systems. Burnout comes from various factors and can be tackled in a variety of ways. With the end goal to improve patient outcomes and decrease clinician burnout, Iodine Software Artifact provides a physician querying process designed to decrease duplicate efforts and speed up answers to clinical documentation coding questions. This report seeks to validate the experiences of organizations using Artifact.

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Enterprise Imaging 2021: A Deep Dive on the Market Landscape

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As their enterprise imaging (EI) strategies mature, many healthcare organizations are looking to consolidate their imaging portfolio to save money, simplify IT support, and achieve better and easier access to images and data. Choosing the right imaging partner (or partners) is critical to long-term EI success. This report aims to help organizations choose vendors aligned with their goals and needs through insights on EI market share<sup>†</sup>, breadth of coverage, and typical customer profile.

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Hayes MDaudit: First Look 2021

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Healthcare organizations are under pressure on many fronts, including their financial viability. Amid this pressure, revenue optimization, integrity, and total compliance are crucial. MDaudit from Hayes addresses these concerns by bringing multiple teams into a single enterprise platform to mitigate compliance and revenue risks. The solution addresses key areas such as continuous risk monitoring, anomaly detection, and workflow automation.

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CenterX Real-Time Prescription Benefits (RTPB): Emerging Technology Spotlight 2021

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Medication compliance is an important, if not the critical, driver of successful clinical outcomes. When prescribing, providers need to know out-of-pocket costs and alternatives so they can involve patients in determining the treatment that is most clinically and financially appropriate. CenterX Real-Time Prescription Benefit (RTPB) provides real-time, patient-specific prescription information and plan restrictions based on the patient’s coverage, such as suggested alternatives and prior authorization requirements.

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CenterX Electronic Prior Authorization: Emerging Technology Spotlight 2021

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Obtaining prior authorization (PA) can be time-consuming and frustrating. If done incorrectly or missed entirely, it can lead to claims being denied. CenterX Electronic Prior Authorization (ePA) is a digitally integrated solution that allows users to complete pharmacy benefit PAs from their Epic workflows. Simplified digital workflows coupled with accurate data submission and retrieval can save valuable time, reduce administrative burden, and reduce inaccuracies in the PA process.

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Omnicell XR2: Emerging Technology Spotlight 2021

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Hospital pharmacies are evaluating new automations that can reduce costs, improve efficiency, and boost medication safety. Omnicell’s XR2 robot contributes to autonomous pharmacies, and many hospitals are investigating its viability to drive real, lasting automation and change. Reports regarding the XR2’s performance are still emerging, and this report contains the experiences of a very small number of live customers.

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VIDAL (Non-US): First Look 2021

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As the need for safe, efficient medication management becomes more critical, VIDAL plays an important role in providing drug database software to healthcare organizations outside the US that are using ePrescribing. VIDAL partners with EMR vendors worldwide to offer customers drug referencing and interaction-checking capabilities that are integrated with EMRs. VIDAL also offers their solution as a standalone product. This report shares customer perceptions of how well VIDAL improves prescription quality and optimizes medication management.

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Drug Diversion Monitoring 2021: Energy High for Next-Generation Solutions

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In the last 12 months, KLAS has interviewed 41 healthcare organizations that have recently purchased a drug diversion monitoring solution or are in the process of doing so. This represents a sharp increase in market activity. Several factors are fueling the growth, including greater awareness of the opioid crisis as well as a greater need during the COVID-19 pandemic for visibility and automation when it comes to managing medication inventories. Additionally, organizations are considering several newer technology options purported to offer more intuitive workflows and more complete investigational tools. This report examines recent and upcoming drug diversion monitoring purchase decisions to determine which vendors are generating the highest interest.

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Virtus Informatics Derwaza: First Look 2021

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Virtus Informatics’ Derwaza solution is a digital gateway that enables caregivers and patients to securely access patient data and perform patient-centric activities via mobile devices. The solution promotes digital health and facilitates digital transformation without customers having to invest in costly off-the-shelf EHRs. This report seeks to validate clients’ experiences with Derwaza’s features.

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Cognizant Healthcare BPaaS: First Look 2021

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Business process as a service (BPaaS) is a new delivery method for core payer claims and administration solutions that can lighten administrative burdens and increase health plans’ efficiency. Cognizant began offering BPaaS about two years ago (previously offered business management services [BMS] and business process outsourcing [BPO]). Today they have the largest presence in this space, and they actively encourage BPaaS adoption. For this report, KLAS performed in-depth interviews with five organizations using Cognizant’s Healthcare BPaaS model for Facets and QNXT (both acquired from TriZetto).

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Gozio Health: Emerging Technology Spotlight 2021

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Gozio Health offers a solution to help patients not only locate healthcare locations and services but also consolidate and access multiple tools that are used to engage patients in their care. As the landscape of patient-facing engagement tools becomes more fragmented, solutions like Gozio have the potential to simplify and improve the overall patient experience. In this spotlight report, KLAS will validate the use cases, experiences, and speed to outcomes of Gozio Health’s customers.

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Everbridge: First Look 2021

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Everbridge is a market share leader in the critical alert management and mass communications spaces. Enabling healthcare organizations to assess risk, locate impacted people, act rapidly, and analyze outcomes for improvement opportunities, platforms like Everbridge’s are essential for healthcare organizations’ emergency preparedness programs and strategies. This report highlights healthcare customers’ experiences with and usage of the Everbridge platform for emergency preparedness and other mass communications needs.

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European Digital Pathology 2021: Adoption Grows for Primary Diagnosis

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Use of digital pathology for primary diagnosis<sup>†</sup> has recently seen a rapid increase in both interest and adoption, thanks to benefits like improved efficiency and remote reading/telepathology capabilities (see KLAS’ <a href="https://klasresearch.com/report/global-digital-pathology-2019/1349"><u style="color:#4c8bc9;">2019 report</u></a>). The COVID-19 pandemic has spurred even greater consideration of remote-reading options, and some organizations are looking to digital pathology to mitigate anticipated pathologist shortages in the future. Overall, Europe has seen the greatest adoption of digital pathology. For this report, KLAS interviewed pathology groups across 15 European countries who are live with digital pathology for primary diagnosis. The following pages share performance insights on Philips, Sectra, and Tribun Health—the market leaders in considerations and live customers for digital pathology image management systems (IMS).

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Comprehensive Ambulatory 2021: What to Expect from a Single Source

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Looking to improve integration and reduce vendor complexity, ambulatory organizations have recently accelerated efforts to consolidate their technology solutions. However, their EMR vendor’s portfolio may have gaps or may not stack up in certain areas to the specialized functionality of best-of-breed solutions. To help organizations determine whether a consolidated IT approach is best for them, KLAS conducted in-depth interviews with ambulatory organizations that have broadly and deeply adopted their EMR vendor’s technology portfolio. These customers’ feedback reveals what technology is adopted today, where gaps still exist, and what benefits and potential pitfalls other organizations may want to consider as they move toward consolidation. <div class="row" style="margin-top: 20px; background-color:#2b333a; padding:15px;"> <p style="color:#ffffff;">Vendors that offer a wide range of IT solutions for ambulatory practices were invited to submit a list of the organizations that have most broadly and deeply adopted their ambulatory portfolios (eClinicalWorks and MEDITECH elected not to participate). Five “deep adopters” were interviewed for each participating vendor. Their insights are intended to help other organizations understand the current best-case scenario with a comprehensive ambulatory platform.</p> </div>

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Microsoft Acquisition of Nuance 2021: Nuance Customer Perceptions of Acquisition's Impact

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In April 2021, Microsoft signaled a further push into the healthcare industry by announcing their acquisition of speech recognition and artificial intelligence vendor Nuance. To gauge customer perceptions of this acquisition, KLAS interviewed 39 of Nuance’s healthcare customers to get their thoughts on how the acquisition might impact their organizations going forward.

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Patient Access 2021: How Well Do Enterprise EMR Vendors Meet Organization Needs?

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Due to the ever-increasing complexity of revenue cycle management, organizations have historically had to supplement patient access functionality from their enterprise EMR vendor with third-party revenue cycle vendors. But with the push toward software consolidation, organizations would like their enterprise EMR vendors to further develop patient access capabilities and better meet customers’ growing needs. This report examines the patient access offerings of enterprise EMR vendors<sup>†</sup> Cerner, Epic, and MEDITECH and shares customers’ perception of how well positioned these vendors are to deliver functionality currently provided by third parties. To view performance data for third-party vendors, click <a href="https://klasresearch.com/compare/patient-access/210"><u style="font-color:#005cb9">here</u></a>. <p style="font-size:.85em;">† KLAS was unable to interview a sufficient number of Sunrise Financial Manager customers to include data for Allscripts’ patient access offering.</p> <div class="row" style="margin-top: 5px; background-color:#f5f5f5; padding:15px;"> <h4 style="color:#656565;"><strong>What Is Patient Access?</strong></h4> <p>For the purposes of this report, patient access functionality includes address verification, cost estimates, coverage discovery, eligibility verification, medical necessity, prior authorizations, propensity to pay, registration QA, and scheduling. KLAS acknowledges this functionality is closely related to other areas like patient experience improvement, patient financial engagement, and patient intake management. To access data about these additional areas, view the relevant market segments on the KLAS website.</p> </div>

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Clinician Burnout 2021: COVID-19 Increasingly Cited in Rising Burnout

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The Arch Collaborative’s first look at clinician burnout after the start of the COVID-19 pandemic revealed levels of nurse and physician burnout to be only <a href="https://klasresearch.com/archcollaborative/report/role-of-healthcare-it-in-covid-related-burnout/364><u style="color:#4c8bc9">slightly elevated</u></a>. However, these numbers have continued to rise as the pandemic has trudged on and healthcare professionals have had to face challenges such as the Delta variant, vaccine reluctance and misinformation, and hostility from patients and their families. This report examines key findings regarding clinician burnout and how it is being impacted by the COVID-19 pandemic.

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Patient Experience Improvement 2021: Increased Consumerism Driving Need for Customized, Real-Time Feedback

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Provider organizations’ efforts to improve the patient experience have typically relied on standardized, retrospective benchmarking data (predominantly from the CMS-regulated CAHPS survey). However, to really amplify the voice of the patient and meet the rising demands of healthcare consumerism, organizations also need customizable tools that allow them to respond to patient feedback in real time and quickly identify service-recovery options. This report examines the opportunity that exists for the industry to augment a CAHPS-centric approach with more customizable capabilities.

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Healthcare Services 2021: (A Decision Insights Report)

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Since November 2020, KLAS has collected insights regarding 349 decisions by 245 healthcare organizations to engage a services firm. This report offers a first, high-level look at services decisions specifically. The types of services with the highest decision energy in the last year include HIT staffing, HIT advisory services, HIT implementation leadership (small), and technical services. Ongoing insights on services decisions will be available on the KLAS website in the first half of 2022, and as this research continues over time, data on individual markets and firms will grow more representative.

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Imprivata: First Look 2021

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The increased use of shared smart devices in healthcare has revealed the difficulty and manual intensity that healthcare organizations face in systematically securing, managing, maintaining, and deploying smart devices at scale while ensuring adoption and ease of use for end users. The Imprivata Mobile solutions—which include GroundControl (for iOS) and Mobile Device Access (for Android)—are designed to help. This report examines the customer experience with these solutions.

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Laudio: Emerging Technology Spotlight 2021

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Laudio&#8217;s continuous performance management platform provides frontline healthcare leadership with real-time support for personalized engagement between managers and team members. Laudio takes engagement insights from existing data sources to detect turnover risk and identify opportunities for employee engagement that drive job satisfaction, reduce burnout and turnover, improve employee satisfaction, and impact quality, safety, and patient experiences. This spotlight aims to capture Laudio’s performance and ability to deliver for initial customers.

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Emerging Post–Acute Care Product Suites 2021: An Initial Look at the WellSky Suite

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Value-based reimbursements and changing regulations have brought more attention to post&ndash;acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on <strong>WellSky</strong> and is part of a series examining the use of a single product suite across multiple post&ndash;acute care settings. The following pages include feedback from WellSky customers with multiple PAC service lines, exploring (1) their adoption of WellSky&rsquo;s offerings, (2) outcomes from the product suite approach, (3) WellSky&rsquo;s strengths and weaknesses, and (4) how likely WellSky is to meet long-term needs. Other reports in this series detail the other major post&ndash;acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

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Streamline Health: First Look 2021

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Inaccurate coding significantly impacts healthcare financial performance and introduces unnecessary risk. Though provider organizations would prefer to optimize all coding before billing, resource constraints force them to review only a limited number of cases after the billing process. This report examines customers’ experience with Streamline Health’s eValuator, a cloud-based system that allows organizations to analyze and correct 100% of cases prior to billing to achieve the greatest financial impact.

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Imaging in the Cloud 2021: Early Adoption Shows Promising Results

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Cloud-based technology is quickly gaining momentum among provider organizations, particularly for imaging solutions. To get an early look at the reality of cloud-based imaging and the vendors best positioned to help organizations transition to the cloud, KLAS interviewed 37 organizations that have adopted imaging technology hosted by their vendor in the cloud (i.e., the organizations are leveraging the public or private cloud to operate or store imaging solutions and/or data); of this group, 20 are doing primary PACS production in the cloud. These organizations almost unanimously report positive experiences. Most have successfully transitioned to the cloud and are seeing beneficial outcomes—e.g., decreased IT burden and improved security. Because of the early nature of this market, all vendor performance data is limited (see the About This Report section). This research is also specific to the United States.

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Guidelines for Strengthening Customer Success Management Programs

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When measuring success, provider organizations don’t consider solely product outcomes—the vendor relationship is also critical. KLAS has found that vendors who partner with their customers cultivate stronger loyalty among them, even when the product is in need of improvements. This is because vendors have properly managed expectations, communicated the developmental road map and vision, and understood their customers’ goals to help drive outcomes. To define some guidelines around strengthening customer relationships, KLAS interviewed 65 vendors about their customer success management programs. The research includes vendors who have an account management team or customer success managers (CSMs) that fulfill responsibilities outside of generating sales and offering frontline support. This report outlines common CSM pitfalls and some guidelines that address these pitfalls and strengthen CSM programs.

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Capgemini: First Look 2021

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Capgemini offers healthcare management consulting services to provider and payer organizations to improve their business processes. Using digital transformation strategies and data-driven insights, Capgemini analyzes clients’ existing organizational problems, develops solutions, and then assists in executing strategic plans. This report is an early look at the outcomes and satisfaction of Capgemini clients.

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Zebra Technologies: First Look 2021

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Shared smart devices are becoming increasingly popular in healthcare as a means of improving communication, streamlining clinical workflows, and potentially consolidating the nurse tool belt. In this report, KLAS spoke to healthcare organizations that are using Zebra Technologies’ TC52-HC, a mobile computer, to get their perspective on how well these devices perform, increase operational efficiency, enhance patient care, and meet the unique needs of clinical workflows.

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Avaap: First Look 2021

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Healthcare organizations are increasingly pivoting to the cloud and seeking digital transformations, and those changes cause many healthcare organizations to invest in new ERP systems—such as the Workday ERP suite. Avaap became a certified Workday services partner in 2016 and a Workday advisory services partner in 2015. Historically, Avaap has been an Infor-focused firm, but they recently divested their Infor services to focus solely on Workday. This report explores Avaap’s performance as an ERP implementation and digital transformation partner in the Workday space.

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Emerging Post–Acute Care Product Suites 2021: An Initial Look at the Netsmart Suite

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Value-based reimbursements and changing regulations have brought more attention to post&ndash;acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on <strong>Netsmart&nbsp;</strong>and is part of a series examining the use of a single product suite across multiple post&ndash;acute care settings. The following pages include feedback from Netsmart customers with multiple PAC service lines, exploring (1) their adoption of Netsmart&rsquo;s offerings, (2) outcomes from the product suite approach, (3) Netsmart&rsquo;s strengths and weaknesses, and (4) how likely Netsmart is to meet long-term needs. Other reports in this series detail the other major post&ndash;acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

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Risk Adjustment 2021: Which Vendors Deliver Best?

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Payer organizations, provider-sponsored health plans (PSHPs), and provider organizations are expressing growing interest in adopting risk adjustment solutions that provide a wide variety of capabilities and enable consolidation to fewer vendors. Many vendors say they can provide a comprehensive solution, but which actually deliver? Based on the feedback of 163 respondents, this report examines vendor performance across key customer experience metrics and validates customer adoption across the broad spectrum of risk adjustment capabilities.

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DrFirst MedHx: First Look 2021

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DrFirst’s MedHx solution provides a broad source of medication history data, including local pharmacy data, with the goal of enabling faster, more accurate medication reconciliation that reduces the risk of medication errors and adverse drug events caused by keyboard errors and missing/poor-quality prescription data. This report provides a first look at the experiences of MedHx customers and explores whether the solution’s medication history data is driving accessibility, accuracy, and safety.

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MEDITECH Implementation Services 2021: How Well Do Firms Drive Successful Implementations?

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When implementing a MEDITECH EMR, provider organizations must use a firm that is certified by MEDITECH (i.e., READY-certified). There are many READY-certified firms in the market, and MEDITECH has recently joined the competition by offering their own implementation services. To help provider organizations navigate their options, this report seeks to share which firms consistently provide high-quality services and provides an early look at the client experience with MEDITECH’s implementation services.

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Opioid Management 2021: Insights from CHIME’s “Healthcare’s Most Wired”—An Update on Strategies Employed by Advanced Ambulatory Healthcare Organizations

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On an annual basis, acute care, ambulatory, and long-term/post–acute care organizations take part in CHIME’s HealthCare’s Most Wired survey, with the overall goal of improving healthcare through the best use of available technology. Organizations are surveyed about their current adoption levels and strategies across many IT areas. This study looks at the responses of 263 ambulatory organizations in the United States to understand how organizations are using technology to battle opioid use disorder (OUD). It also compares the latest findings with trends from 2019 (see KLAS’ <a href="https://klasresearch.com/report/opioid-management/1673"><u style="color:#4c8bc9;">prior installment</u></a> in this series).

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HealthEdge Core Payer Administration Platform 2021: Newfound Energy in a Stagnant Market

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Though core administration platforms are essential for payer organizations, many of the products in the market are perceived as outdated, complex, and low performing (the market has one of the lowest average performance scores of any KLAS measures). However, HealthEdge has recently seen increased attention from both small and large health plans, who view the vendor’s technology as innovative and who have been asking KLAS for vendor insights. This report examines the experience of HealthEdge customers and how the HealthEdge technology stands out from competitors’.

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SureTest: Emerging Technology Spotlight 2021

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Provider organizations regularly need to upgrade and update their IT applications. Testing to ensure previous workflows remain intact is a monotonous, manual process that diverts resources from patient care. SureTest’s automated testing tool streamlines the testing process and significantly reduces staff hours devoted to testing. This report examines customer experiences to see how SureTest is helping provider organizations gain valuable hours by automating this testing process.

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Extended Business Office Services 2021: Achieving Profitability While Reducing the Administrative Burden

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Citing labor shortages, slimmer budgets, and higher costs, more and more healthcare organizations are turning to outside firms to fill gaps in their business office operations and meet their revenue cycle needs. With specialized expertise, firms that offer extended business office services (EBOS) can achieve economies of scale, allowing healthcare organizations to remain profitable while delivering quality care. The firms measured in this report have previously been included in KLAS’ revenue cycle outsourcing (RCO) research; given increased market interest, the EBOS segment is now measured independently.

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Emerging Post–Acute Care Product Suites 2021: An Initial Look at the PointClickCare Suite

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Value-based reimbursements and changing regulations have brought more attention to post&ndash;acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on <strong>PointClickCare</strong> and is part of a series examining the use of a single product suite across multiple post&ndash;acute care settings. The following pages include feedback from PointClickCare customers with multiple PAC service lines, exploring (1) their adoption of PointClickCare&rsquo;s offerings, (2) outcomes from the product suite approach, (3) PointClickCare&rsquo;s strengths and weaknesses, and (4) how likely PointClickCare is to meet long-term needs. Other reports in this series detail the other major post&ndash;acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

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PHM Downside Risk 2021: Guiding Principles from Successful Organizations

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<p>In the United States, just 10% of the average healthcare organization’s revenue comes from downside risk contracts. However, several health systems are ahead of the curve, and their valuable insights on adopting downside risk can help peers figure out how to move the needle on value-based reimbursement (VBR). KLAS worked with population health management (PHM) vendors to identify which of their customers are most advanced in adoption of downside risk contracts and then conducted interviews with top executives at 15 of these organizations. We spoke with large, midsize, and small health systems as well as a handful of ACOs, highlighting the fact that with the right technology and organizational structure and buy-in, organizations of all types can make significant progress toward VBR.</p> <p>The Executive Insights portion of this report explores what outcomes the organizations have achieved as well as their aggregated insights regarding keys to success, lessons learned, and potential pitfalls. Case studies for each of the participating organizations provide additional detail and can be found in the Expanded Insights section of the report.</p>

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Pulse Check—Patient Financial Engagement 2021: Recent PFE Adopters Realizing Outcomes

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Interest in patient financial engagement (PFE) solutions is high as provider organizations seek to improve their revenue cycle and the patient financial experience. As part of other research, KLAS interviewed 13 financial leaders whose organizations have recently adopted a PFE solution. Though from a small sample, these interviews yielded valuable insights regarding the outcomes that are possible with a PFE platform. While future KLAS research will explore more vendor-differentiating insights, this report provides an early pulse check on the potential PFE solutions have to elevate the patient experience while improving provider organization revenue (a rare combination). A small amount of data from KLAS’ standard software performance evaluation is also included to provide context as to how each vendor is performing in the market.

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ECP: First Look 2021

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ECP provides a web-based software suite used by assisted living facilities (ALFs), independent living facilities (ILFs), memory care facilities (MCFs), intellectual and developmental disabilities (IDDs) care providers, and pharmacies to help improve clinical outcomes, business performance, and compliance. This report examines the real-life outcomes and satisfaction experienced by ECP customers as well as what key functionality has been adopted, specifically by ALFs, MCFs, and ILFs.

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Armis: First Look 2021

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With the expansion of medical and non-medical devices that connect to the internet, security for the internet of things (IoT) is a top priority for healthcare organizations. As ransomware cases have increased, the ability to identify, monitor, and secure all network devices has become critical. This study is an early look at customers’ experience with Armis, a cross-industry vendor that has gained traction in the growing healthcare IoT security market.

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CDS Point of Care Reference 2021: Cost Pressures & Competitive Options Top of Mind

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Healthcare organizations typically use multiple clinical point-of-care reference systems to satisfy different users and address various use cases. But COVID-19 cost pressures, recent system updates, and the desire to standardize care have prompted organizations to reevaluate existing solutions and their CDS strategy. To help organizations navigate their options, this report seeks to illuminate the pros and cons of established clinical point-of-care solutions; it also provides an early look at the recent collaboration between EBSCO Information Services and IBM Watson Health.

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Infor FHIR Bridge: First Look 2021

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Large-scale investment in legacy systems can inhibit healthcare organizations from adopting FHIR technology. Infor FHIR Bridge allows healthcare organizations to continue using existing legacy systems while interoperating with FHIR-enabled solutions. This solution bridges the gap between traditional clinical systems that usually communicate via HL7 v2, proprietary APIs, or database interactions with the emerging FHIR-based application ecosystem. It uses a library of prebuilt standard adapters that allow organizations to use FHIR as they choose.

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Healthcare Consulting and Services 2021: What Challenges Lie Ahead, and Who Can Help?

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No industry has been impacted by COVID-19 quite like healthcare, and many provider organizations now have new ideas about what the future will look like. For this study, KLAS asked 140 healthcare leaders (from C-suites to directors in both IT and non-IT roles) to identify which areas of future focus are most likely to require help from consulting firms and which firms are best positioned to offer guidance.

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Clinical Communication Platforms 2021: Improved Efficiency Leading to Concrete Outcomes

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Many acute care organizations’ clinical communication strategies have moved far beyond clinician messaging and now aim to streamline communication across most areas of the hospital. Having thoughtfully deployed enterprise communication platforms, these organizations report a myriad of powerful outcomes. This report examines these outcomes as well as which vendors best drive efficient, timely communication, support adoption across a variety of user roles, and earn high confidence in their ability to facilitate customers’ future goals.

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Health at Home White Paper 2021

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In the wake of COVID-19, health at home is growing in popularity as provider organizations seek to deliver high-quality, lower-cost patient care while minimizing the health risks associated with the hospital environment. To this end, organizations have begun offering acute care services at home, in addition to existing post–acute care options. The technology, supplies, services, and staffing needed for health at home can be quite complex, and the many interdependent pieces may be adopted à la carte or as a comprehensive offering. To help provider organizations better understand this dynamic market, this paper establishes a health at home framework and answers key questions about what provider organizations may want to consider for their own health at home strategies. While KLAS’ customer satisfaction research for health at home is emerging, we have existing data for areas like home health, hospice, and private duty/personal care; links to this data are provided where appropriate.

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Digital Front Door 2021: A View Through the Eyes of Market Leaders

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Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.

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AvaSure: Emerging Technology Spotlight 2021

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In the course of patient care, risks like violence, drug use, suicidal ideation, patient elopement, and falls can make providers and patients less safe. Historically, high-risk patients have been monitored by placing staff members in their rooms, which is expensive and increases risk to staff. To address this problem, AvaSure’s platform allows a single staff member to digitally monitor high-risk patients, keep them safe, and interact with them through a command center. This report details the customer experience with AvaSure.

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Emerging HCIT Companies 2021: Top-of-Mind Healthcare Technologies

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Representing the feedback of 139 healthcare professionals from 131 provider organizations, this report examines the healthcare IT (HCIT) vendors and market segments that are top of mind for healthcare organizations today as well as which technologies are likely to be the target of future investment. Though the COVID-19 pandemic has slowed capital spending for a time, patient engagement, artificial intelligence/machine learning, telehealth, and other remote care solutions continue to attract attention. In total, this report indexes nearly 100 emerging vendors in these and other high-interest markets.

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Data and Analytics Platforms 2021: An Early Look at Deep Adopters

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The need in healthcare for broader, deeper analytics has increased dramatically, and provider organizations are now looking for consolidated, end-to-end analytics platforms that offer a wide variety of capabilities. To validate what is possible with these solutions, KLAS gave vendors with broad analytics offerings the opportunity to identify their deepest platform adopters. We then interviewed three such organizations for each vendor and validated their adoption across the five pillars of a data and analytics platform (see framework below). To provide additional context as to how vendors perform, this report also includes customer experience data collected from the broader base of platform users.

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Middle East & Africa EMR 2021: Vendor Performance and Market Energy

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Many healthcare organizations in the Middle East and some in Africa have made EMR purchase decisions over the last five years (2016–2020). In that time, KLAS has validated 86 EMR decisions—72 in the Middle East and 14 in Africa—impacting over 320 hospitals, with decisions made in 2018–2020 impacting (on average) at least twice as many facilities as decisions made in 2016–2017. This report will examine the customer satisfaction, market share, and recent wins and market energy of EMR vendors in the Middle East and Africa. Compared to <a href="https://klasresearch.com/report/middle-east-emr-2019/1462"><u style="font-color: #005cb9;">KLAS’ previous report on EMRs in the Middle East</u></a> (published in 2019), this study includes performance data on a significantly higher number of vendors, providing more expansive insights, particularly into the Middle East market.

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Ambulatory Surgery Center EMR 2021: High Clinical Adoption Driving Value

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As more medical care moves to ambulatory settings, ambulatory surgery centers (ASCs) are gaining momentum in both general and specialty settings. Today, the vast majority of ASCs use paper for their clinical documentation, but the market is shifting. Some newer vendors have begun offering EMRs for ASCs alongside their specialty-specific EMRs. Organizations can choose from ASC-specific solutions or integrated ambulatory solutions. Across vendors, the value is clear—nearly all interviewed organizations have achieved high physician adoption of clinical documentation tools and can complete all documentation in the EMR. And nearly all feel their EMR has helped them deliver better patient care and drive clinical outcomes. This report examines how vendors in this market measure up in key areas.

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Atlas Health: Emerging Technology Spotlight 2021

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Atlas Health offers solutions that help healthcare organizations better serve their low-income and uninsured patient populations by matching patients with financial aid and medication assistance programs. Atlas Health’s staff also manages all post-enrollment tasks, like ordering medication, submitting claims, and documenting reimbursements. This report is an early look at the customer experience with Atlas Health’s services and Atlas Navigator product.

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Emerging Post–Acute Care Product Suites 2021: An Initial Look at the MatrixCare Suite

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Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on MatrixCare and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from MatrixCare customers with multiple PAC service lines, exploring (1) their adoption of MatrixCare’s offerings, (2) outcomes from the product suite approach, (3) MatrixCare’s strengths and weaknesses, and (4) how likely MatrixCare is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

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Investor Newsletter August 2021

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Don’t Miss Out! KLAS Digital Health Investment Symposium (DHIS) 2021 Don’t miss your chance to join provider decision-makers and HCIT company executives for a deep dive into the explosion of interest in digital health solutions. This event is designed to allow investors to meet healthcare executives and learn more about their products and upcoming healthcare IT advancements.

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Real Time Medical Systems: First Look 2021

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With the shift toward value-based care, data analytics and care coordination across various modalities will be critical to organizational success. Real Time Medical Systems’ Interventional Analytics solution provides actionable clinical and reimbursement performance data—pulled directly from the post–acute care EHR—to skilled nursing facilities, hospitals, ACOs, and payers. Real Time’s SaaS-based platforms include live data analysis that offer patient- and facility-level risk stratification to reduce hospital readmissions, identify and intervene in high-risk changes in patient conditions, monitor antibiotic usage and infection control, and more. This report aims to validate the experience of Real Time’s customers.

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ViTel Net: First Look 2021

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As telehealth strategies mature beyond virtual visits, providers are looking for a virtual care platform that will allow them to interoperate with solutions like remote patient monitoring, interpretive services, imaging, and the EMR to make data more accessible and improve outcomes. Since clinical workflows are unique to each service line, the platform needs to be configurable and scalable to meet the needs of each organization. ViTel Net vCareCommand is a platform that allows healthcare organizations to connect the aforementioned solutions while configuring a specific workflow for each service line. The aim of this report is to validate the configured workflows, interoperability, and outcomes achieved by healthcare organizations using the ViTel Net platform.

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DrFirst: First Look 2021

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This report examines the experiences of early adopters of two DrFirst solutions: Medication Management Suite (MMS) and Backline. MMS combines the medication history of MedHx with the price transparency of myBenefitCheck and the automated prescription notifications of RxInform to help health systems improve medication reconciliation and adherence, thereby reducing the risk of readmissions and unnecessary costs. Backline is a comprehensive care collaboration and telehealth platform that aims to provide seamless, compliant, and secure communication (via messaging and telehealth) to internal and external clinical teams, patients, and caregivers. The first section of this report explores how MMS and Backline work together; the remainder of the report examines each solution separately.

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Healthcare Operations Command Center Ecosystem 2021: A First Look at the Spectrum of Technology

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Implementations of healthcare operations command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. KLAS&rsquo; research shows commandcenters can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction (highlighted explicitly by providers during the pandemic). <br><br> This study (1) <strong>introduces the healthcare operations command center ecosystem</strong>&mdash;a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors&rsquo; stated offerings match up to that framework and providers&rsquo; needs, and (2) <strong>shares critical insights and best practices</strong> from providers and vendors regarding what it takes to successfully implement and optimize a command center. For some areas detailed in this report, KLAS already measures vendor performance, and links to that content are provided where applicable. However, note that information about vendors in this report is based mainly on vendor-reported information. Future research will further validate capabilities and dive deeper into vendor performance.

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Global (Non-US) Virtual Visit Solutions 2021: Unprecedented Demand Leads to Broad Options

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Across the globe, COVID-19 forced provider organizations to explore new ways to safely meet with and care for patients. While regulations may shift in the post-COVID world, most countries are unlikely to roll them back completely, meaning telehealth is here to stay. For this study, KLAS interviewed 113 organizations outside the US about their current state with and future plans for virtual visit technology. 90% have adopted virtual visit technology, and in total, they mentioned using or considering the commercial video visit platforms, public telehealth platforms, or video conferencing platforms of 56 different vendors. At the onset of the COVID-19 pandemic, organizations rolled out technology in a matter of weeks, and most plan to reevaluate these solutions in the near future. What types of platforms and which vendors are being used and considered most often? Who is likely to lose customers and why?

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Hart: Emerging Technology Spotlight 2021

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Data and analytics can be daunting to many healthcare organizations. Hart is unique in providing data management services without forcing customers to use a specific software solution. By outsourcing the data integration, organizations can focus on solving problems. Hart also provides expertise around the processes, technology, and best practices for healthcare systems and data. This report will examine the experiences of Hart’s initial clients.

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Nurse & Staff Scheduling 2021: First Look at Workload Balancing

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As one of healthcare organizations’ largest operational costs, staffing is a top-of-mind concern. Though not yet widely used, workload balancing can provide insight into staffing gaps and help organizations make equitable assignments based on census data, patient acuity, and staff credentials. This report examines the customer experience of current workload balancing users to help organizations that are considering the tools understand the potential benefits and pitfalls and which nurse and staff scheduling vendors have experience with organizations of their size.

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Investor Newsletter July 2021

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From the “KLAS” Room KLAS conducts 30,000 interviews per year, and executive involvement is a topic of conversation in nearly all of these interviews. “Executive” does not specifically refer to C-suite executives; rather, it refers to the highest and most direct point of contact that providers have access to.

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SYNERGEN Health: Emerging Technology Spotlight 2021

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Healthcare revenue cycle management (RCM) is complicated and often plagued by inefficiencies and bottlenecks, resulting in cash slow-downs or even stoppages. SYNERGEN Health provides services and advanced digital transformation tools to improve and optimize RCM workflows for ambulatory organizations. These offerings are intended to reduce costs and errors, leading to quicker cash recognition. This report provides an initial look at the SYNERGEN Health client experience.

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Secure Exchange Solutions: First Look 2021

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Secure Exchange Solutions (SES) provides multiple interoperability solutions—such as Direct messaging and ADT notifications—that connect disparate organizations. As a vendor-agnostic health information services provider leveraged by both providers and HIT vendors, SES facilitates clinical exchange and interoperability that helps provider organizations coordinate and manage care and be compliant with core measures. This report looks at customer satisfaction with SES’ offerings and how broadly their offerings are being used.

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Enterprise Resource Planning 2021: Move to the Cloud Prompts Evaluation of All ERP Options (A Decision Insights Report)

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The enterprise resource planning (ERP) market continues to see high purchase energy. Although many healthcare organizations have already switched to cloud platforms, others still use superseded solutions and are faced with a tough decision: do they switch to the cloud offering from their incumbent vendor or take their chances with a new ERP partner? This report examines 65 recent or upcoming ERP purchase decisions to determine the main factors guiding organizations’ ERP platform selections.

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Cardiology 2021: Opportunity for Market Disruption (A Decision Insights Report)

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While enterprise imaging (EI) is on healthcare organizations’ minds, many currently use multiple vendors for different imaging needs. For cardiology in particular, organizations frequently must piece together multiple systems to meet their structured reporting needs. Today, a number of organizations are replacing their legacy cardiology solutions and/or evaluating cardiology in the context of their long-term EI strategy (including structured reporting in the CVIS). No cardiology offering stands out with great customer satisfaction—each of the last three years has seen a different vendor win Best in KLAS for cardiology. This report examines 38 recent cardiology purchase decisions and the factors driving these decisions.

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AWS in Healthcare 2021: Part of a Public Cloud Providers Series

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Compared to other industries, healthcare has lagged in adoption of—though not interest in—cloud technology and services. How can provider and payer organizations get started, what benefits and challenges can they expect, and which cloud provider can best meet their needs? This report—which focuses on <strong>Amazon Web Services</strong> (AWS)—is the first in a series examining the healthcare customer experience with public cloud providers. KLAS anticipates publishing subsequent reports on Google Cloud Platform (GCP) and Microsoft Azure. Insights on Amazon Web Services (AWS), who has historically generated the most interest from healthcare organizations, come from 11 organizations identified by AWS as leading customers. The potential of cloud technology appears promising: most organizations interviewed for this study report that leveraging AWS has saved them time or money.

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Gravimetric Verification In IV Workflow Management 2021: How Has The Market Progressed?

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Gravimetric verification has been touted as a way to drive significant patient safety gains, and most major IV workflow management vendors have released this functionality. However, the associated challenges (e.g., maintaining an accurate drug density database, changes to compounding workflows) have hurt perceived value for some healthcare organizations, and so far, only BD has demonstrated broad deployment in their customer base. This report examines the maturity of vendors’ gravimetric verification functionality, provides a first look at BD’s performance in this area, and assesses how the technology affects purchase decisions across the market.

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Security & Privacy Consulting Services 2021: Market Perceptions vs. Client Reality

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In a constantly shifting security environment, many healthcare organizations choose to engage outside firms to help them improve their security posture and reduce risk. To differentiate the many firms that offer such services, KLAS spoke with security and IT leaders from 74 healthcare organizations of various sizes to understand (1) what makes a security and privacy consulting firm a true partner, (2) which firms are perceived to have the strong security services offering that healthcare organizations need, (3) how these perceptions compare to the experiences of actual clients, and (4) how the COVID-19 pandemic has affected healthcare organizations’ security programs.

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Pareto Intelligence: First Look 2021

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Analytics and risk adjustment are hot topics due to the expenses associated with value-based care, government regulations, and CMS programs. Pareto Intelligence’s revenue integrity solution attempts to provide organizations with actionable data to improve their risk documentation outcomes. This report examines the Pareto customer experience.

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CareSimple: Emerging Technology Spotlight 2021

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To broaden their virtual care strategies, many healthcare organizations are looking for ways to remotely monitor patients, generate additional revenue, and improve outcomes. CareSimple offers a cloud-based remote patient monitoring (RPM) solution that includes cellular-enabled devices and key services to help organizations optimize their RPM approach. This report aims to validate the performance and scalability of their offering.

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EMR-Centric Virtual Care Platforms 2021, Part 1 : Vendor-Reported Capabilities

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Though many ambulatory and acute care EMR vendors already had plans pre-COVID to create, acquire, or expand virtual care capabilities, the emergence of the pandemic obviously necessitated an accelerated development pace. <strong>Based 100% on vendor-provided information</strong> (not yet validated by KLAS), this report explores what virtual care capabilities are available from EMR vendors and how these solutions are being deployed. Many EMR vendors were invited to participate in this report; those who responded are included in the charts below. Part two of this report (scheduled for release later in 2021) will explore the actual customer experience for as many of these solutions as possible, regardless of vendor participation.<br /><br /><p style="font-size: 0.85em;">Note: For information on the broader telehealth ecosystem (including telehealth technology from non-EMR vendors), see KLAS’ recent <a href="/report/telehealth-ecosystem-2021/1767" data-id="1767" data-itemtypeid="7"><u style="font-color:#005eb8">Telehealth Ecosystem 2021 report</u></a>.</p>

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Population Health Vendor Overview 2021: Matching Vendor Capabilities to PHM Needs

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Provider organizations looking to advance their value-based care strategies often look to population health management (PHM) technology to give them the confidence to move forward with value-based care. This report seeks to provide transparency into the major PHM technology offerings available today—the types of organizations that typically use the systems, what the customer experience is like, which solutions are seeing the most market energy, and the breadth of their PHM capabilities. PHM insights that go beyond this study’s general overview can be found <a href="/compare/population-health-management/256" data-id="256" data-itemtypeid="3">here</a>.

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Swellbox: Emerging Technology Spotlight 2021

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Accelerating an ongoing healthcare trend, the Department of Health and Human Services’ Office for Civil Rights has proposed changes that would strengthen a patient's right to gain access to their own health information. Swellbox provides tools and support to empower patients to access their PHI. This report looks to validate the outcomes and satisfaction of Swellbox clients on this important topic.

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GetWellNetwork GetWell Loop: First Look 2021

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In November 2018, GetWellNetwork acquired HealthLoop. The renamed GetWell Loop solution offers a way to connect with patients throughout their care journey rather than just reminding them about specific events. This ongoing communication is meant to guide and engage patients but also identify those who need additional support and intervention. This report will examine the experiences of clients using GetWell Loop.

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Intrado HouseCalls Pro: First Look 2021

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The HouseCalls Pro solution from Intrado includes multiple patient engagement capabilities that go beyond basic appointment reminders. This First Look report examines the experience of early adopters to explore whether the solution is able to expand capabilities and help guide patients.

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Investor Newsletter June 2021

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From the “KLAS” Room KLAS has developed the Customer Experience (CX) Framework through decades of customer interviews with healthcare organizations, vendors, and investors throughout the world. This framework is used to help providers and vendors see at a glance where a product or vendor excels or where they need improvement.

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MDsave: First Look 2021

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In an ongoing effort to provide flexibility and insight into healthcare costs, CMS has recently implemented price and quality transparency initiatives. MDsave works with healthcare organizations to ensure they are compliant with these initiatives—the vendor helps organizations provide better prices and allows patients to pre-pay their bills, thereby saving time and cost. This report is an early look at customer satisfaction and seeks to validate what outcomes are being achieved.

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MEDITECH Complete Look 2021

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When making a go-forward enterprise decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This MEDITECH Expanse “complete look” provides a high-level analysis of the key IT systems that make up MEDITECH’s enterprise suite. (Other reports in the series do the same for Allscripts, Cerner, and Epic.) This report focuses on the core Expanse suite; data on MEDITECH’s MAGIC, C/S, and 6.x platforms is excluded.

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Epic Complete Look 2021

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When making a go-forward enterprise decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Epic “complete look” provides a high-level analysis of the key IT systems that make up Epic’s enterprise suite. (Other reports in the series do the same for Allscripts, Cerner, and MEDITECH).

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Cerner Complete Look 2021

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When making a go-forward enterprise decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Cerner “complete look” provides a high-level analysis of the key IT systems that make up Cerner’s Millennium enterprise suite. (Other reports in the series do the same for Allscripts, Epic, and MEDITECH.)

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Allscripts Complete Look 2021

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When making a go-forward enterprise decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Allscripts Sunrise “complete look” provides a high-level analysis of the key IT systems that make up Allscripts’ enterprise suite. (Other reports in the series do the same for Cerner, Epic, and MEDITECH.) This report focuses on the core Sunrise suite and its supporting technology; data on Allscripts’ standalone ambulatory platforms (TouchWorks and Professional) is excluded.

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Alpha II ClaimStaker: First Look 2021

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To optimize the intensive process of coding and billing, provider organizations look to solutions that can reduce redundancies in clinical workflows and drive improved financial outcomes. Alpha II’s SaaS-based platform called ClaimStaker integrates with various clinical and financial workflows, and Alpha II draws from their team of certified coders, EDI specialists, and reimbursement subject matter experts to review organizations’ claims and address any needs. This report seeks to validate clients’ outcomes and satisfaction with Alpha II’s offering.

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Upfront: Emerging Technology Spotlight 2021

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Upfront’s purpose is to engage patients in their care by focusing on the patient actions needed to improve health outcomes. Using analytics to tailor patient communications, they offer ways for patients to connect and engage with care teams at a deeper level. This customized approach has the potential to personalize care and follows consumerism trends found outside healthcare. This report examines the experiences of early customers.

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Patient Privacy Monitoring 2021: Many High-Performing Options for Keeping Records Safe

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To combat the rising number of patient privacy breaches, healthcare organizations are increasingly using patient privacy monitoring solutions for regulatory compliance, efficiency, and peace of mind around medical record access. Overall, patient privacy monitoring is one of the highest-scoring markets KLAS measures. For this report, KLAS interviewed 148 healthcare organizations about their customer experience and tracked 48 recent purchase decisions through our Decision Insights<sup>†</sup> research to learn why certain solutions are being chosen and who can reliably lead organizations to success. <br /><br /><span style="font-size:.85em;">† Note: KLAS’ Decision Insights data conveys the future plans of current and potential customers in a given market segment. For more details, see the About This Report section.</span>

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Bluesight Insights: Emerging Technology Spotlight 2021

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Kit Check has created Bluesight Insights to help maximize savings by streamlining medication purchasing and cost containment. The solution identifies unused wholesaler contracts that have reduced pricing for preferred drugs, highlights savings through additional drug programs (e.g., 340B, MedShorts, etc.), and gives proactive alerts to avoid over-invoicing. This KLAS Spotlight will examine the experiences of early adopters using Bluesight Insights.

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Payer Care Management 2021: Amid Shifts in the Market, Who Will Step Up?

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In the past, payers have struggled with vendors’ care management solutions not keeping pace with functionality and support needs. Recent market shifts, such as M&amp;A activity and leadership and ownership changes, along with the need for better payer/provider collaboration have created energy and optimism around the future of some vendors. Which vendors are stepping up, and which are missing the mark? This report focuses on how well vendors are helping organizations achieve desired outcomes through delivery of needed technology, excellent support and service, and follow-through on promises.

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Application Management & Help Desk Services 2021: COVID-19 Rapidly Accelerates the Need for End-User Services

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The COVID-19 pandemic accelerated the demand for IT managed services, especially patient-facing help desk services. In addition, demand for third-party application management services (AMS) has increased as provider organizations seek to free up internal staff to work on strategic initiatives. This report examines which firms execute well and drive outcomes in AMS and help desk engagements.

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Telehealth Ecosystem 2021: Understanding the Rapidly Evolving Landscape

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The COVID-19 pandemic greatly accelerated healthcare delivery organizations’ adoption of telehealth and virtual care technologies. As these organizations scrambled to meet the immediate demand, they quickly implemented solutions that often required few resources and met focused needs. At the same time, vendors quickly pivoted to either develop dedicated telehealth products or add telehealth capabilities to existing offerings, creating a sea of options. This study, along with additional <a href="/category/telehealth-ecosystem/41"><u style="color:#005cb9;">deep-dive content on KLAS’ website</u></a>, shows which vendors report the broadest telehealth capabilities and aims to help organizations navigate different options as they look to consolidate systems and define their long-term telehealth strategy. For reader ease, links to relevant online content are provided where applicable. <strong>Note that the vendor-capability data in this report is based on vendor-reported information.</strong>

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US Hospital Market Share 2021: EMR Purchasing Continued Despite COVID-19

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Despite the COVID-19 pandemic, EMR purchasing was up in 2020, fueled in large part by decisions among large organizations as well as standalone community hospitals. This report investigates the EMR buying trends that prevailed in a year unlike any other.

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uPerform by ANCILE: First Look 2021

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When clinicians can effectively use their EMR, quality of care increases, costs decrease, and clinician satisfaction improves. ANCILE’s digital learning platform—uPerform—helps clinicians save time by providing targeted training, help buttons, and links within EMR workflows. This report provides a first look at the uPerform customer experience.

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SOC Telemed: Emerging Technology Spotlight 2021

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SOC Telemed offers a turnkey virtual telemedicine platform to help hospitals expand their telemedicine programs across multiple service lines and facilities while achieving clinical and financial outcomes. Customers can leverage their own existing telemedicine hardware and physicians, SOC Telemed’s hardware and physicians, or a hybrid of the two. This report seeks to validate the performance, outcomes, and use cases of the Telemed IQ platform.

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Redox: First Look 2021

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Not all facilitators of interoperability are prominently visible to healthcare providers. Redox is an interoperability facilitator that works primarily with vendor organizations to enable them to connect to an EHR via a single API. Once this connection is in place, Redox manages all other needed connections and normalizes disparate data sources. Their goal is to enable vendors to easily provide the interoperability that provider organizations need. This First Look report will examine the experiences of Redox’s vendor customers.

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ClinIntell: First Look 2021

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Historically, clinical documentation improvement (CDI) vendors have provided traditional benchmarking solutions that measure case mix index (CMI) and productivity in hospitals and health systems. ClinIntell, however, uses a data-driven approach based on patient population metrics to help providers and clinicians improve documentation and subsequent coding. This report looks to validate the early outcomes and satisfaction of ClinIntell clients.

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Investor Newsletter May 2021

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From the “KLAS” Room KLAS has developed the Customer Experience (CX) Framework through decades of customer interviews with healthcare organizations, vendors, and investors throughout the world. This framework is used to help providers and vendors see at a glance where a product or vendor excels or where they need improvement.

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Revenue Cycle Outsourcing 2021: Choosing A Strategic Partner

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Entrusting your organization’s financial health to a revenue cycle outsourcing (RCO) firm can feel like giving up the keys to the kingdom. However, these firms can offer economies of scale, industry expertise, and financial outcomes that are difficult to duplicate in-house. To determine which firms are the most trusted RCO partners, this report explores market energy data from 15 recent RCO contracts (a majority of the decisions made in the last two years) as well as satisfaction feedback from current clients.

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Information Blocking: Flash Insights Report 2021

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The final rule from the Office of the National Coordinator for Health Information Technology (ONC) regarding the 21st Century Cures Act went into effect April 5, 2021, and includes new regulations regarding interoperability and information blocking. Just before the rule’s start date, KLAS reached out to provider organizations to understand what they have done to prepare, what the biggest challenges were, and how they think the changes will impact interoperability. Feedback from 42 respondents is explored below.

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PatientBond: Emerging Technology Spotlight 2021

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PatientBond attempts to guide patients through their care journeys by understanding and focusing on their psychographic motivations. By segmenting patients into different patient personas, PatientBond feels they can help target and guide patients more appropriately. This spotlight will examine the experiences of clients hoping to use PatientBond to better personalize care for patients.

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Pexip Health: First Look 2021

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Pexip Health enables virtual telehealth visits with their platform. Since their founding 10 years ago, Pexip has gained traction in the healthcare community with their self-hosted, cloud-hosted, and hybrid cloud-deployment options. Pexip aims to replace videoconferencing systems by integrating with healthcare organizations’ existing technologies and workflows and not requiring patients to download software or plug-ins. This report is an early look at the Pexip solution’s performance and outcomes for healthcare customers.

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Global (Non-US) EMR Market Share 2021: Strong Activity Despite the Pandemic

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Despite the COVID-19 pandemic, 2020 was a strong year for EMR purchasing. KLAS validated 158 contracts (135 net new and 23 migrations) impacting 426 hospitals and over 86,000 beds. EMR purchasing in Asia and Latin America was most impacted by the pandemic, while Europe saw the smallest decrease in activity. Overall, purchasing dropped about 30% from the record levels seen in 2019.

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Computer-Assisted Coding 2021: Which Vendors Best Meet Needs in the Face of COVID-19?

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The COVID-19 pandemic necessitated rapid coding changes and strong support from computer-assisted coding (CAC) vendors as provider organizations scrambled to adjust to billing and revenue changes. This report explores customer satisfaction with recent updates, each vendor’s response to the crisis, and key metrics that have proven crucial in this market: accuracy/quality of coding suggestions, impact on coder productivity, service and support, and value.

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ACO Enablement Services 2021: Enabling Risk and Delivering Outcomes

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The initial explosive growth of ACOs sparked by the Affordable Care Act has since tapered off due to uncertainty about how to move into downside risk. Over the years, several services firms have emerged to help provider organizations with the setup and ongoing management of ACOs. This report shares client feedback on how effectively and quickly these firms drive clinical and financial impact and prepare clients to take on more risk.

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HIT Staffing 2021: Which Firms Consistently Deliver?

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HIT staffing engagements vary widely in terms of the length of the project, the project’s complexity, and the skill sets required. Yet success with any engagement comes down to the same factors: having high-quality, well-matched consultants who drive value and achieve desired outcomes. Fortunately, healthcare organizations have many excellent options when choosing a staffing firm. This report—KLAS’ first to examine client satisfaction with HIT staffing engagements—explores which firms in this high-performing market are able to deliver most consistently.

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Investor Newsletter April 2021

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From the “KLAS” Room - Selling vs. Serving In HIT, there are two ways to solve a problem - upstream or downstream. Solving a problem upstream can save vendors significant time and money in the long run.

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Vatica Health: Emerging Technology Spotlight 2021

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Vatica Health provides dedicated clinical support and technology to payers’ contracted physicians to improve diagnostic coding, documentation, and quality of care for members. Vatica Health’s team works on-site to lend providers support, enabling payers to manage members and their care while also increasing financial impact and reducing compliance risk.

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RXNT: First Look 2021

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Use of third-party ambulatory RCM services continues to expand rapidly, and the organizations that provide these services need technology solutions that work behind the scenes to deliver strong, successful outcomes. RXNT provides key solutions in this area, and this report is KLAS’ first look at the customer experience of organizations that use RXNT’s solution within a business process outsourcing (BPO) or managed services organization (MSO) environment.

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Quil: Emerging Technology Spotlight 2021

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Solutions that address multiple patient engagement needs are in high demand. Quil offers a unique approach through their association with Comcast and Independence Blue Cross. This spotlight examines Quil’s potentially disruptive and innovative solution.

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Enjoin: First Look 2021

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Clinical documentation improvement (CDI) is critical for improving things such as case mix index (CMI) and productivity in hospitals and health systems. While many CDI vendors focus on workflow improvements using technology, Enjoin complements this approach with CDI education, denial defense, and operations support to help clinicians improve documentation and coding. This report looks to validate the outcomes and satisfaction of Enjoin clients.

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Smile CDR: Emerging Technology Spotlight 2021

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In 2021, new CMS rules came into effect requiring CMS-regulated health plans to have a patient access API and a provider directory API. These regulations, aimed at increasing the interoperability of personal health data, have prompted payers to look at new ways of facilitating external information sharing. This report offers a first look at Smile CDR, a fast-moving, healthcare-specific solution provider that has recently delivered interoperability solutions to payer customers to help meet the new mandates.

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Vendor Performance in Response to the COVID-19 Crisis: 2021 Update

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Responding to the long and difficult COVID-19 pandemic has tested the healthcare IT and services communities. What vendors have truly been partners? What vendors have fallen short in their response? Who showed they are up to the challenge of working through inevitable future crises? This report is the second in KLAS’ series on vendor performance in response to COVID-19.

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Enterprise Health: Emerging Technology Spotlight 2021

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COVID-19 vaccination is perhaps the top priority for health systems right now, but it is no easy feat to track, manage, and report on vaccination status and progress. This spotlight shines a light on Enterprise Health, who is helping employer and hospital organizations do just that.

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Revenue Integrity/Underpayment Services 2021: Do Deeper Engagements Lead to Better Outcomes?

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Vendors that offer revenue integrity/underpayment services help clients receive owed reimbursements and fix internal processes that inadvertently create inefficiencies or lower payments. Measured vendors perform very well overall. They tend to partner closely with clients and are often paid on a contingency basis, which highly incentivizes them to find every last dollar. KLAS’ 2019 report on this market examined differences in experience and partnership with these vendors. This report builds on that research and compares the experience of vendors’ deepest-adopting clients (i.e., clients using their vendor’s services across several areas of revenue integrity) with the experience of standard clients to assess how deep adoption affects the overall client experience. 

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SDOH Referral Networks 2021: A First Look at Connecting Providers with Community Resources

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Adoption of technology to help provider organizations manage SDOH referrals is still early, but interest is growing as organizations seek to take on more value-based reimbursement risk. This report provides a first look at customer satisfaction with various SDOH referral network solutions and examines the parts of the SDOH referral process in which these solutions are being used. All measured vendors in this early market have overall scores above 90 (out of 100), indicating high overall satisfaction. Shifts in satisfaction are possible as the market matures and the number of KLAS ratings increases.

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Patient Engagement Ecosystem 2021: How Has the Industry Progressed?

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Patient engagement technology continues to be offered by a large group of vendors aiming to solve varied, complex challenges—leading to the need for clarity about what capabilities vendors offer to meet provider and payer organizations’ core needs. This study, along with <a href="/category/patient-engagement-ecosystem/48"><u style="color:#005cb9;">additional deep-dive content on KLAS’ website</u></a>, seeks to show which vendors report the broadest capability sets, which vendors made the most progress over the last two years, and how the industry as a whole has matured. For reader ease, links to relevant online content are provided where applicable. <strong>Note that the data in this report is based on vendor-reported information.</strong>

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Enterprise Imaging 2021: Are Any Solutions Ready for Broad Market Adoption?

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KLAS estimates that just over 200 organizations in the US are live with enterprise imaging (EI) technology, defined here as the ability to store and/or view images across the enterprise from more than one service line, PACS, or long-term storage solution. KLAS interviewed leaders from 138 of the deepest adopting organizations <strong>(over 60% of all organizations live)</strong> to gain insights into their experience. A single question guided the interviews: Is EI technology ready for broad adoption by the market at large? By examining recent go-lives, customer-reported ROI, and vendor’s strategic ability, this report identifies each vendor’s proof points of success and reasons for caution, seeking to determine which vendors are best poised to meet needs as EI adoption expands.

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Release of Information 2021: Differentiating Firms in a High-Satisfaction Market

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The release of information (ROI) services market is a well-established segment with generally high overall client satisfaction. Market share leader Ciox Health and 2021 Best in KLAS winner MRO have long-standing experience in ROI; Sharecare and Verisma have smaller customer bases but are widening the field of options for healthcare organizations. To understand these firms’ strengths and areas of opportunity, this report explores their retrieval accuracy, ability to work with third-party requesters, and staff quality.

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VisiQuate: Emerging Technology Spotlight 2021

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As the complexity of revenue cycle management (RCM) processes increases, it is critical that provider organizations keep pace with advanced analytics and actionable insights. Challenged with disparate systems and fragmented data, organizations need a single source of actionable data. This report highlights VisiQuate’s advanced analytics solution and reports on the customer experience with these tools.

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Drug Diversion Monitoring 2021: Are the Next-Gen Tools Ready for Prime Time?

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Static for some time, the drug diversion monitoring market has seen a recent wave of next-generation solutions that seek to streamline the investigation process by providing consolidated, prioritized insights and more proactive alerting. However, these solutions are not all created equal. This report examines the customer experience of four next-gen vendors that have achieved broader integration and adoption—FairWarning, HelioMetrics, Invistics, and Kit Check. It also provides early insights on several next-gen solutions that are in more developmental phases (BD, Medacist, and Protenus). <strong>KLAS interviewed approximately 50% of the organizations that were live with a next-gen solution at the time this research was collected.</strong>

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Enterprise Physician Scheduling 2021: Who Delivers Best For Enterprise Customers?

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In the last year, physician scheduling vendors have made great strides in providing enterprise scheduling that drives tangible outcomes for provider organizations. This report specifically examines the experience of organizations using physician scheduling solutions in an enterprise context, defined as using a scheduling solution to not only view schedules but also build them across at least three departments in one or more facilities. Which vendors can scale, how well do their reporting and dashboards drive insights, and which vendors are delivering desired outcomes?

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XSOLIS: Emerging Technology Spotlight 2021

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XSOLIS takes a unique approach to reducing the burden of utilization review and case management by applying algorithms and machine learning models to leverage the medical record in real time and transform the process of utilization management between payers and providers. This Spotlight seeks to validate the functionality and performance of XSOLIS CORTEX.

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RRS Medical: First Look 2021

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Provider organizations need release of information (ROI) firms that offer flexibility and industry experience. While many firms primarily provide services, RRS Medical also delivers innovative dashboards and software, aiming to improve turnaround time and efficiency. RRS Medical has been providing ROI solutions to organizations large and small for 20 years, and their client base includes direct customers as well as some white-label and channel-partner relationships. This report evaluates feedback only from clients who utilize RRS Medical’s solutions directly.

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HealthMark Group: First Look 2021

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KLAS’ release of information (ROI) research has historically focused on firms used in acute care settings. This report represents an expansion of that focus by examining the experience and outcomes reported by clients of HealthMark Group, whose ROI services are used mostly by ambulatory organizations.

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Bright.md: Emerging Technology Spotlight 2021

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Bright.md offers a solution that seems to go past the typical telehealth model by offering an online visit that creates unique notes, uses NLP to help assess a patient’s primary issue, and creates a care path for next steps. This unique approach to virtual care and care management makes Bright.md a compelling option for provider organizations. This spotlight attempts to validate the performance, benefits, and outcomes associated with Bright.md’s solution and its unique approach to virtual care.

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Small Community Hospital EMR Best Practices 2021: What Can Hospitals Do to Invest in Their Own Success?

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<p>With budget and resource constraints that necessitate strategic investment, it is imperative that small community hospitals (1–200 beds) understand how to drive success with the technologies already in their tool belt, especially their EMR. While EMR vendors are accountable for the quality of their technology and support, satisfaction with the EMR is also strongly influenced by factors within each organization’s control, including setting proper expectations, proactively addressing potential challenges, and empowering internal resources to overcome relationship and product gaps. What are the top EMR challenges faced by small hospitals, and what best practices can help them achieve satisfaction?</p><p style="font-size:.85em;">Note: This report includes only primary, go-forward solutions. Excluded are supported yet not primary solutions such as athenahealth athenaClinicals for Hospitals and Health Systems, Allscripts Paragon, CPSI Centriq Clinicals (Healthland), and legacy MEDITECH solutions.</p>

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Physician Advisory Services 2021: Physicians Helping Physicians

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Physician advisory services firms fill providers’ needs for peer-to-peer review, utilization review, and/or other help sorting through rules and regulations to ensure the right care decisions are made and are properly reimbursed (e.g., observation or admission). This report examines some of the market’s more prominent physician advisory services firms and how they are differentiating themselves with services and technology. 

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eHealth Exchange: First Look 2021

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EHR vendors have increasingly adopted national networks such as CommonWell and the Carequality framework to connect their customers, but there are limitations regarding which vendors and provider organizations can connect and share data. eHealth Exchange is a vendor-agnostic national network that works to fill the gaps by connecting providers to entities they otherwise may not have access to, such as the Social Security Administration (SSA), Veterans Affairs (VA), and Department of Defense (DoD). This report will highlight how customers are leveraging eHealth Exchange and what their satisfaction is.

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Home Health EHR 2021: A Look at the Experience of Midsize to Large Home Health Agencies

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<div class="row" style="margin-top: 10px;"> <div class="col-"> <p>Home health agency growth and consolidation have resulted in increasingly larger agencies, many of whom are seeking economies of scale and need strong IT solutions to drive them into the future. This report highlights home health EHR vendors’ performance among midsize and larger home health agencies (average daily census of &gt;200) and explores a few key questions:</p> <ul> <li>Which vendors are most often used by midsize or larger organizations, and how do they perform?</li> <li>Are other vendors challenging Homecare Homebase’s significant presence in the largest agencies?</li> <li>How have recent acquisitions impacted satisfaction for MatrixCare (Brightree), Netsmart, and WellSky customers?</li> <li>Which solutions are most commonly used by independent agencies versus those owned by health systems?</li> </ul> </div></div>

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ERP Implementation 2021: Which Consulting Partners Foster ERP Success?

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The cloud solutions now available in the ERP market continue to spark increased purchase energy, and healthcare organizations are looking for implementation partners who can set them up to quickly achieve outcomes, such as end-user adoption and a positive ROI. Which firms have the required knowledge about this new cloud technology and can also guide organizations through the technical, training, and change management aspects of an implementation? 

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Cloudbreak: First Look 2021

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Cloudbreak offers a unique telehealth platform that is built to scale and is connected to a network of real-time medically qualified interpreters. In the past year, Cloudbreak has offered a telehealth solution with their interpretation services. This report aims to validate the use cases where customers are using both the solution and the services.

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Investor Newsletter February 2021

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Healthcare organizations that interact with KLAS regularly highlight the necessity for vendors to become a partner with them in their success. KLAS has seen that true vendor partners offer solutions that fit within the long-term focus of the customer with strong integration and continual investment and product development.

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Clinical Documentation Improvement 2021: Who Excels With Both Technology and Relationships?

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Some significant changes have occurred in the clinical documentation improvement (CDI) market in the last couple of years, including vendor acquisitions and technology developments. This report examines how these and other factors have impacted the customer experience, seeking to uncover which vendors provide strong technology as well as the relationships and guidance healthcare organizations need to be successful.

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Large Ambulatory EMR 2021: Are Vendors Enabling Provider Success?

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Clinicians often see the EMR as an obstacle and not an ally. That does not have to be the case. By analyzing feedback from over 180,000 doctors and nurses, KLAS’ Arch Collaborative<sup>†</sup> has uncovered keys to helping clinicians achieve EMR mastery and success. One of the most important is high-quality training, which requires significant internal organizational effort as well as support and resources from the EMR vendor. This study—focused on the experience of large ambulatory organizations (i.e., those with over 75 physicians)—examines how well EMR vendors fulfill their role to provide needed training, allow user-driven personalization, enable patient-centered care, and support continued progress in EMR proficiency. Data in this report comes from two sources: Arch Collaborative research and KLAS performance research.<br /><br />† The Arch Collaborative is a provider-led effort to unlock the potential of EMRs in revolutionizing patient care. Through standardized surveys and benchmarking, healthcare organizations collaborate to uncover best practices and move the needle in healthcare IT.

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2021 Best in KLAS Awards - Software and Professional Services

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<p>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 2021.</p><p>Watch sessions from our first-ever virtual Best In KLAS Award Show to hear from the winning vendors in each segment.<br /><a href="/videos/bik2021">View Awards Show Recordings</a></p>

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2021 Best in KLAS Awards - Global Software

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The 2021 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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Robotic Process Automation 2021: Adoption Moving Mainstream

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Use of robotic process automation (RPA) technology in healthcare continues to grow. Early adopters focused primarily on automating repetitive and time-consuming revenue cycle management (RCM) tasks. Having achieved positive ROIs, they see the opportunity to drive additional efficiency and bottom-line improvements, both within RCM and in other areas of their organizations. This report dives into the performance of several early leaders in RPA to compare how they perform and how well they meet customers’ needs and expectations. <br /><br />Note: While multiple vendors in this report offer automation as a service, only Olive does so exclusively. Readers can find customer experience information about Olive’s managed services offering in a separate section at the end of this report.

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Investor Newsletter January 2021

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What Will 2021 Bring? It would be wise to monitor the big companies of AWS, Google, Microsoft, and Apple as they relate to impacts on the following markets:

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Relevant: First Look 2021

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FQHCs have only had a couple of options to choose between in the last few years when it came to solutions that support taking on risk through value-based care. Relevant’s data analytics platform is intended to help community health centers make better decisions based on data. This report is KLAS’ first look at the experience of Relevant’s clients and seeks to provide early insights into satisfaction among these customers.

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Verata Health: Emerging Technology Spotlight 2021

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Automating the time-consuming and labor-intensive process of securing prior authorization is on the wish list of every healthcare provider. Using artificial intelligence, Verata Health (now part of Olive) aims to remove barriers throughout the prior authorization process as well as eliminatepaper. This spotlight will examine the experiences of Verata’s early clients.

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Quality Management 2021: Progress and Innovations

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The COVID-19 pandemic has brought into sharp relief the need for quality management innovations, especially around patient safety and risk. Previous KLAS research showed many vendors had grown stagnant in their tool development. This study draws on insights from general users and advanced users to show how vendors are innovating in the market and helping provider organizations advance their quality management efforts. For the purposes of this research, quality management includes three areas: (1) quality and regulatory reporting, (2) performance improvement and benchmarking, and (3) patient safety and risk.

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Latin America PACS 2021: A Region-Specific Look At Customer Satisfaction

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PACS purchasing continues to grow in Latin America as healthcare organizations advance their imaging storage and access strategies. To help organizations find the best fit for their needs, this report examines the regional footprint of and customer satisfaction with various PACS solutions in Latin America. Altogether, customer satisfaction feedback was collected from 75 respondents, representing 65 separate organizations in 13 countries and territories. Insights will be examined first for Latin America as a whole, then for Brazil, and then for other countries throughout the region, collectively referred to as Spanish-speaking Latin America (this grouping also includes a small amount of feedback from several Caribbean nations).

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