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

Ambulatory Therapy/Rehab 2018: A Closer Look at the Specialty EMR Vendors

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Utilization of ambulatory therapy/rehab services<sup>†</sup> is expanding as healthcare providers, patients, and payers look for treatment options that are less risky and more cost effective than surgery and drug therapy. Some of the ambulatory organizations that provide these services use general (non-specialty) ambulatory EMRs. Others choose EMRs tailored specifically to the ambulatory therapy/rehab market. Several vendors offer such products, but how well do these specialty vendors deliver solutions, relationships, and reporting that meet the market’s unique needs? What are their strengths and shortcomings?<p style="font-size:10px">†In this report, the phrase “therapy/rehab” is used to encompass physical therapy, occupational therapy, speech therapy, stroke care, and other related health disciplines.</p>

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Clinical Documentation Improvement 2018: Workflows and Prioritization Drive Quality and Financial Outcomes

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Closing gaps in clinical documentation leads to improved revenue and higher documentation quality. Provider organizations using CDI tools need vendor partners who have proven solutions that can drive clinical and financial outcomes, enable smooth workflows in the midst of regulation changes, and prioritize CDI tasks to maximize the impact of clinical documentation specialists (CDSs). In examining these capabilities, this report primarily evaluates the performance of software vendors and their solutions, though CDI services firms are also evaluated regarding how well their guidance and training drive outcomes.

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Patient Access 2018: A Deeper Dive into Broad Adoption

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With the rise of high-deductible health plans, provider organizations are increasingly utilizing tools and processes that facilitate patient payments and guard against bad debt, and they are more reliant on technology to manage patient access activities. Hoping for a more streamlined workflow, many are consolidating to a single vendor for multiple tools. As this transition continues, how does the experience of broad adopters<sup>†</sup> compare to that of limited adopters? Is automated preauthorization the game-changing functionality vendors describe and customers seek? What impact are current patient access solutions having? KLAS spoke to 60+ broad adopters in addition to 70+ customers with more limited adoption to get their feedback<br><br><p style="font-size:12px">† For the purposes of this report, customers who use eligibility verification (the core component of the patient access process) and two or more other main patient access components from the same vendor are designated as “broad adopters.” Those who do not meet this criteria are called “limited adopters.”</p>

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European EMR 2018: Performance and Market Energy

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Europe has one of the most dynamic and competitive EMR markets in the world, with active tenders in nearly every region. Amidst this activity, multiregional vendors are becoming more prevalent, forcing regional solutions to redefine themselves in order to stay relevant. To determine which vendors are best meeting current customers’ expectations and needs, this report examines KLAS market share data as well as performance feedback gathered in 100+ interviews with decision-makers at customer organizations in 12 European countries. 

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Worksite Health Services 2018: A First Look at Firms’ Performance

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In the field of worksite health services—here defined by KLAS as employer-sponsored healthcare delivery and prevention services done at or near the employer worksite—options abound when it comes to selecting a firm. How can employer organizations ensure they pick the firm that best meets their needs? Which firms deliver the best worksite health services experience to employer organizations? Based on feedback from 86 employer organizations, this report goes beyond KLAS’ previous research—“Worksite Health Services 2018: Market Introduction and Vendor Guide,” in which worksite health services firms were identified and a market framework was established—to give deeper insight into why specific firms are chosen and how they perform.

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Physician Scheduling 2018: Cost-Effective Gains in Efficiency

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Physician scheduling solutions are receiving more attention as departments and organizations recognize the increasing inefficiency of scheduling by hand. With enterprise-wide deployment of such solutions on the rise, provider organizations are asking which solutions can save them time while simultaneously helping them reduce physician burnout, create fair and balanced schedules, and ensure 24/7 coverage. This report examines the degree to which market-leading physician scheduling solutions are saving administrative time, which are most effective for enterprise use, and whether promises of mobile convenience make a difference. 

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Nurse & Staff Scheduling 2018: Cost-Reducing Convenience & Mobility

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With nurse and staff scheduling vendors advertising advanced functionality and ambitious outcomes, provider organizations are asking which solutions can help them minimize costs, maximize staff availability, and ensure that caregivers are properly matched to patient needs. This report examines the degree to which market-leading nurse and staff scheduling solutions are reducing the costs of overtime, floating staff, and agency usage; whose customers are most satisfied with increasingly important mobile functionality; and which solutions best address the needs of the largest organizations.

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Healthcare Business Intelligence 2018: Who's Advancing Data Analytics & Infrastructure?

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Are advanced analytics technologies really driving healthcare outcomes to the extent vendors claim? To answer this question, KLAS invited both well-known and emerging healthcare analytics vendors to share the names of three of their most advanced, forward-thinking clients and interviewed them to validate which advanced functionalities they are using and what outcomes are being realized on the cutting edge of business intelligence technology. The variation is remarkable.

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Emerging HCIT Companies 2018: Who’s Getting Traction?

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<p>Each year, KLAS conducts approximately 20,000 annual interviews with healthcare providers; during these interviews, insights into new vendors’ approaches to trying to solve problems in healthcare are often shared. As a follow-up to last year’s Emerging Vendors report, KLAS spoke to more than 100 provider leaders and asked them to share which new/innovative vendors they have encountered in the past year. Additionally, guidance provided by our provider partners pushes KLAS to find the newest vendors and solutions for tackling some of healthcare’s biggest problems. </p><p>While not always well known, these vendors have stood out to KLAS for the types of solutions and/or approaches to problem-solving that they appear to offer. Through provider interviews and other sources such as KLAS website search data and internal research, KLAS has identified many vendors that are not quite ready to be fully measured but are in the process of gaining mindshare among healthcare providers. </p>

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Go-Live Support 2018: The Bar Has Been Raised; Which Firms Can Meet It?

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The bar for go-live support has been raised, with many healthcare organizations now expecting their firm to handle the complex task of managing and planning logistics for their go-live resources, who could number in the hundreds. Though most healthcare organizations are satisfied with these services, some firms do not meet all expectations. KLAS spoke with 69 provider organizations (over half of the hospital organizations in the US who have used go-live services in the last 18 months) to better understand how they measure go-live success as well as to discover how well their go-live firm met their expectations for managing personnel, providing knowledgeable resources, and effectively planning and coordinating logistics.

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Smart Pumps 2018: Deeper Partnering Needed

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With increased pressure to reduce medication-administration costs and improve efficiency, provider organizations are looking for smart pump vendors capable of being strategic partners. In interviews with KLAS, organizations identify several ways vendors can do this: (1) develop strong customer relationships that extend beyond just the implementation; (2) drive EMR interoperability; (3) help customers get strong financial value from the pumps; and (4) provide analytics and reports that produce actionable insights. This report aims to discover which vendors deliver best in these key areas.

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Healthcare IT Investor Update: 2018 Q3

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In the KLAS Investor Update, Q3 of 2018, KLAS’ Director of Investment Research Chris Chandler discusses; global EHR market share and current trends, US community hospital market share, and which vendors are succeeding in population health management.

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Patient Intake Management 2018: Solutions for a More Efficient Practice

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How often do patients have to fill out a form like the one below, submitting the same information over and over again—information that clinic employees must then spend time reviewing and transcribing into patient records? Patient intake management solutions offer a potential remedy to this inefficient process as they can drastically reduce the churn, duplication, and storage requirements that accompany traditional paper forms. In addition to increasing efficiency, improving data capture, and boosting patient satisfaction, these solutions can also create a foundation for patient engagement programs and can have direct financial impacts. Which solutions best help ambulatory practices as they seek to automate processes, improve quality of care, increase efficiency, and drive patient satisfaction?

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Decision Insights—Population Health Management

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When purchasing a population health management (PHM) solution, provider organizations can choose from three general types of vendors, each of which comes with a potential disadvantage. Organizations can (1) choose from the established vendors, who tend to have lower overall customer satisfaction; (2) start with their EMR vendor, though EMR solutions can be immature and lack the required functionality depth; or (3) select an upstart company—though their potential can be alluring, these vendors lack a proven track record. In a rapidly evolving market where few vendors deliver as much as they promise, what are the best options available? Which PHM vendors have high market consideration, above-average customer retention, or high customer satisfaction? And do any vendors have all three? 

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Decision Insights—Enterprise Resource Planning (ERP)

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The enterprise resource planning (ERP) market has long lacked a clear performance leader, making ERP purchasing decisions difficult for provider organizations. Indeed, ERP solutions have long been a thorn in organizations’ sides as they are grueling to implement and are not often paired with true partnership from vendors. Many CIOs tell KLAS that switching ERP solutions is simply trading one set of problems for another—which is not a ringing endorsement for this market segment. As implementations of new EMRs begin to slow, provider organizations are asking what’s next. This sentiment, along with hospital and health system consolidation and the emergence of cloud technology, is driving much of the current buying energy around ERP systems. Cloud offerings—whether from established vendors or from new healthcare ERP entrants (like Workday)—are creating disruption. Which ERP vendors are capitalizing on this market energy while at the same time retaining/upgrading their existing customers and providing high customer satisfaction? 

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Cybersecurity Services 2018: Achieving Outcomes through Healthcare Knowledge and Tailored Services

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Since the beginning of 2018, healthcare security breaches have become an almost daily occurrence. While many healthcare organizations have implemented technologies to help combat both internal and external security threats, some are taking additional measures by leveraging the cybersecurity services and expertise of third-party firms. To highlight which firms can best help their clients be successful, KLAS interviewed 129 healthcare organizations about their engagements with cybersecurity firms to find out which services these firms offer and the types of outcomes they were able to achieve. Additionally, respondents were asked about their firm’s healthcare knowledge, ability to cater to customer needs, and strategic expertise.

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Payer Quality and Risk Analytics 2018: Different Options for Different Needs

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Ever-evolving HEDIS metrics continue to demand payer attention, but annual quality reporting alone is not an effective way to close care gaps or reduce costs. Health plans have repeatedly expressed a need for more frequent HEDIS reporting and deeper analytics capabilities that enable them to empower proactive care interventions and improve outcomes for their members. KLAS asked 84 health plans which vendors go beyond the required HEDIS check boxes to help clients forecast risk and improve quality.

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Digital Rounding 2018: A First Look at Digital Rounding Vendor Performance

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When it comes to patient engagement, regulatory compliance and patient satisfaction are top of mind for health systems. A new category of software—digital rounding solutions—promises to help boost both compliance and patient satisfaction, primarily within inpatient settings. Based on early successes, interest among provider organizations is growing, and a variety of HIT vendors are jumping in via acquisition, partnerships, or original development. Based on customer feedback, this report takes a first look at the burgeoning set of digital rounding vendors to find out how their solutions are helping and which vendors are making the grade.

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HIT Assessment & Strategic Planning: Which Firms Partner to Exceed Expectations?

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With HIT complexity growing by the day, it is more important than ever for provider organizations to map out well-defined and actionable IT strategies. In this endeavor, organizations clearly value having a true strategy partner, and they have several solid options to choose from. The IT assessment and strategic planning market is high performing overall, with 59% of respondents reporting that their firm exceeded their expectations. Among this wide pool of good performers, which firms stand out as great? Interviews with leaders from 83 healthcare organizations that recently completed or were involved in an IT assessment or strategy project reveal which firms consistently exceed clients’ expectations.

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US Hospital EMR Market Share 2018: Small Hospitals Hungry for New Technology

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In 2017, 216 acute care hospitals contracted for a new EMR, with 1–200 bed hospitals accounting for the vast majority (80%) of these decisions. These smaller hospitals are hungry for new technology but often resource poor; over half that signed a new contract in 2017 chose a less expensive or less resource-intensive platform—namely, athenahealth, MEDITECH, and the community deployment models from Cerner and Epic. This report investigates this and other shifts that impacted buying energy in 2017.

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Enterprise Imaging 2018: How Top Organizations and Vendors Are Achieving Outcomes

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The enterprise imaging market is evolving, and it is clear that success comes from deliberately executing a plan, not simply adopting technology. When provider organizations partner with vendors to leverage vendor experience, build strong governance, and carefully plan their strategy rollout, achieving outcomes in enterprise imaging is possible. KLAS interviewed 137 organizations in the United States live with enterprise imaging to shed light on what top-performing organizations and vendors are doing to drive success.

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NHS Interoperability: Data-Sharing Efforts, Obstacles, and Progress in England

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NHS England’s Five-Year Forward View and the National Information Board’s response have thrust interoperable systems into the national spotlight in England, including the development of a Local Health and Care Record Exemplar programme. This report represents KLAS’ first look at interoperability within the NHS. The report examines how well organisations (i.e., primary, secondary, mental health, community, and social care organisations) are able to receive outside patient data, and it will serve as a baseline for future research. What types of electronic data sharing are taking place today, how frequently, and with what benefit? What technologies are relied on most? How are suppliers perceived by customers relative to the suppliers’ role in facilitating interoperability? 

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Apple Health Records 2018: Early Participants Weigh In

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On January 24, Apple announced Apple Health Records, a new iPhone feature for downloading, aggregating, and viewing patient medical records. The revelation created a stir for at least a few reasons: (1) Apple is a consumer-oriented healthcare outsider; (2) Apple is attempting to make inroads where peers Google and Microsoft have failed; and (3) the feature has the potential to impact millions of patients given the iPhone’s broad customer base. Many articles and blogs about this announcement have already been written, but this report goes deeper. KLAS interviewed executives at all 12 of the early adopter health systems that partnered with Apple through the beta process to ask: How real is this capability and what is the expected impact? How soon might it make a difference? What is the experience like so far and what hurdles do providers face? What challenges does Apple face and how likely are they to succeed where others have flopped?

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Front-End Speech 2018: Insights from Organizations with the Highest Adoption

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Front-end speech recognition tools have long held the promise of increasing EMR usability for physicians and helping to decrease costs. In reality, a lack of widespread adoption has hampered healthcare organizations’ ability to fully realize an impact. To clarify this, KLAS asked Dolbey, MModal, and Nuance to provide lists of a few of their customers with the highest levels of adoption; these providers shared insights into what impacts widespread adoption of front-end speech technology can have.

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Medication Inventory Management 2018: How Well Are Vendors Positioned to Close the Gaps?

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Perpetual medication inventory management, at its most basic level, entails a software and analytics platform that helps track the storage, processing, replenishment, and control of medication inventory across an organization. Today medication inventory is being managed across various levels of complexity, though hospital pharmacies have yet to achieve the same level of efficiency as their well-oiled counterparts in other industries like retail. Most organizations are relying on their traditional pharmacy automation vendors to help reduce waste and excess inventory without compromising patient safety. KLAS conducted this research, the first in a series, in an effort to identify the market leaders for the various aspects of inventory management today, including inventory tracking, workflow, third-party integration, and actionable reporting.

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Patient Accounting 2018: Transitioning from Legacy Systems

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The legacy patient accounting solutions that provider organizations have used for years are often stable and highly customized. However, many organizations are now cautiously moving to newer PA systems in pursuit of clinical integration. These legacy conversions go primarily to Cerner and Epic, who are the only vendors with enough such conversions to be included in this report. This Industry Insight & Context section gives a brief overview of the overall market, while the rest of the report zeroes in exclusively on Cerner and Epic.

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Clinical Process Improvement 2018: Paving the Way for Improved Clinical Processes

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For nearly a decade, the rise of value-based care has steered information technology investments toward finding opportunities around two parts of the Triple Aim of healthcare: reduced cost of care and improved health for populations. The third part of the Triple Aim, improved care for individual patients, has often taken a back seat, but organizations have quietly carried on efforts to improve clinical processes. Increasingly, vendors are stepping up to the plate with analytics-based solutions to support their efforts. This report—the first on this topic from KLAS—defines clinical process improvement (CPI) solutions and examines the early performance of an eclectic group of vendor solutions that are helping to pave the way.

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Credentialing 2018: Options Abound

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As healthcare organizations merge, acquire, and consolidate in greater numbers, KLAS has observed a marked increase in the number of CIOs and other executives looking for information on the credentialing options available to them. In this inaugural credentialing study, KLAS interviewed over 100 executives and medical staff offices and found vast differences in customer experiences, from decreased turnaround times and improved workflows to frustration with outdated solutions and negative ROIs.

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Decision Insights 2018: National Trends & Best Practices

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The KLAS Decision Insights report is designed to give providers and vendors a look into the market energy of any given market segment. This provider sentiment data should provide a sense of who the vendors are that hold high energy in the marketplace. Essentially who, according to providers, is being considered, kept and appreciated the most?

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Healthcare IT Investor Update: 2018 Q2

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In this quarter’s installment of KLAS’ Investor Update, learn what providers are saying about Cerner’s patient accounting solution, how athenahealth can deliver to smaller hospitals, how Allscript’s acquisition model is affecting customer satisfaction and if Evolent can deliver on value-based care services.

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Post–Acute Care 2018: Providers' Simple Request: "Help Me Connect"

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After five years of tracking the status of EMR interoperability between acute care and ambulatory environments, leading providers, vendors, and other industry stakeholders urged KLAS in a new direction: measure post–acute care organizations’ ability to share patient records across the continuum of care. Based on 160 interviews, this report represents an initial “spot check” for homecare and long-term care organizations using leading post–acute care EMR vendors. It reveals an environment very different from acute care and ambulatory settings in terms of expectations, progress, and quite simply awareness of EMR interoperability strategies among both providers and vendors.

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Interoperability: Plug-and-Play Patient-Record Sharing via CommonWell and Carequality

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In a major announcement at HIMSS 2013, CEOs from Cerner, McKesson, Allscripts, athenahealth, and Greenway formed CommonWell Health Alliance to expedite low/no-cost sharing of patient records locally and nationally. In 2016 athenahealth, Epic, eClinicalWorks, and NextGen Healthcare announced they would use the Carequality interoperability framework to accelerate the sharing. At this point these major vendors have set expectations of patient record sharing with one of these options. This report clarifies the progress major EMR vendors have made in sharing via these publicly touted plug-and-play approaches and how that impacts you as the leader of a healthcare organization.

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Healthcare Consulting and Services 2018: Which Firms Deliver a True Partnering Experience?

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The need for partners is stronger now than it has ever been as healthcare organizations continue their journey to provide seamless care across the continuum, shift from fee-for-service to fee-for-value, reduce costs, and ultimately improve patient care. KLAS has published numerous reports on a wide range of consulting services, but this is the first that focuses on which firms healthcare organizations consider true partners. KLAS interviewed decision makers from 246 healthcare organizations about the consulting and services firms they have used to discover which they consider true partners and which they would avoid using again.

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Artificial Intelligence in Imaging 2018: Early Adopters Speak Out

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The HIT industry is abuzz with talk about artificial intelligence (AI), a broad term used to describe the use of algorithms and software to approximate human cognition in the analysis of complex data. Of all the healthcare areas with potential AI applications, imaging has received the greatest attention. Vendors and providers in this space are looking forward to using AI to improve diagnosis processes, develop treatment protocols, and personalize patient care, among other use cases. In this report, 81 healthcare organizations (primarily large IDNS) help separate hype from reality by sharing details regarding their early imaging AI deployments and plans and by identifying which vendors they see as early leaders.

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Performance Global de PEP 2017: Mantendo o Ritmo em um Mercado em Transformação

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Com os milhões sendo investidos em sistemas de PEP em todo o mundo, as organizações não podem se dar aoluxo de tomar a decisão errada. As implantações enfrentam um escrutínio nunca antes visto, de modo que asorganizações que esperam evitar a reinvenção da roda buscam orientações e recomendações sólidas de seusfornecedores. Quais os fornecedores que melhor ajudam os clientes a maximizar seus investimentos e a conduzira aderência clínica profunda? Quais as soluções que melhor atendem às necessidades do corpo clínico? A KLASentrevistou 215 organizações em 34 países para descobrir isso.

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Clinical Mobility 2018: Leveraging a Smartphone Strategy

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Smartphones are becoming increasingly common, and healthcare organizations often lack a strategy on how to best leverage these powerful devices. This report, KLAS’ first on smartphones, sets out to clarify common strategies in healthcare (see chart at right). Which vendors are most prevalent as shared- or personal-use devices? What are vendors’ key strengths and weaknesses in healthcare? How have organizations successfully incorporated BYOD into their strategy?

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Outsourced Coding 2018: Value-Adds Key in Evolving Market

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Post ICD-10, provider organizations’ needs for inpatient outsourced coding are evolving as demand for this service is dropping sharply. Amidst this scaling back, the firms most likely to have staying power will be those able to adapt and provide additional value beyond quality coding. Since coding firm options abound, this report seeks to help provider organizations identify those firms that best deliver the value-adds they need, such as strategic partnering, leadership, and volume flexibility.

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Healthcare IT Investor Update: 2018 Q1

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KLAS publishes quarterly investor updates on healthcare IT trends to watch. In this Q1 2018 iteration, KLAS dives into who the most deployed non-EMR vendors are, the differences in deployment and functionality gaps, physician workflow, and Arcadia’s VBC technology’s impact on analytics and outcomes.

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2018 Best in KLAS: Software and Services

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Each Year, KLAS publishes the Best in KLAS report. This report showcases the vendor solutions that lead out in their respective software and services market segments, the winners of the 2018 Best in KLAS awards are those with the highest ratings according to their customers. Separate from the winners of Best in KLAS, the Category Leaders also earned top honors for helping healthcare professionals provide better patient care. The Category Leader designation is reserved for vendor solutions that lead select market segments in which at least two products meet a minimum level of KLAS Konfidence. After login, to download the full report PDF, click the Download Full Report or Download Report Brief buttons on this page.

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2018 Best in KLAS: Global Non-US

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The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. In this 2018 report, awards are given only in the software market segments that have the broadest impact on healthcare organizations around the world. In addition to the Best in KLAS awards, the Category Leader awards are a regional designation given, where data levels allow, to the top market segment performer in each region. Once you login, to download full report, click the Download Report Brief button.

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Patient Communications 2017: How Are Organizations Reaching Out to Patients?

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Patient portals seem like the perfect tools for engaging patients in their care. They are pervasive, multi-functioned, integrated with EMRs, and . . . poorly adopted by patients, who have little interest in logging in to them unless they absolutely must. To compensate, provider organizations have increasingly deployed outreach tools that automatically push messages and content to patients’ phones and mobile devices. Organizations say these tools are very successful and that their use is expanding. Seeking greater value and impact for customers, vendors are extending capabilities beyond their individual niches. This report examines the different ways vendors are helping engage patients and delivering value to customers.

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Secure Communication 2017: The Realities of Secure Communication Platform Adoption

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The main focus of this report is to examine the performance and adoption of secure communication platforms. Thus, in gathering feedback on clinical collaboration tool deployment, nurse/physician adoption, and impact on care team communication, KLAS spoke specifically to organizations with the most developed secure communication strategies. Feedback on these areas is thus limited to a smaller field of vendors. As a secondary focus, sections of this report also include performance feedback regarding standard secure messaging solutions. This feedback comes from vendors’ broader customer bases.

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Ambulatory Surgery Centers 2017: The Evolving Landscape of Ambulatory Surgery Center Solutions

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When selecting a technology partner, ambulatory surgery centers (ASCs) have very different choices today than they did in the past. The number of vendor options has declined following Surgical Information Systems’ (SIS) acquisitions of AmkaiSolutions (2014) and SourceMed (April 2017). How well has SIS performed for these acquired customers, how do the options from SIS compare with those from the remaining established competitor, HSTpathways, and what new and emerging options do ASCs have? In KLAS’ first report on ASC solutions, 89 respondents from 80 unique ASCs share their experiences with the various solutions and vendors currently available.

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Ambulatory EMR Usability 2017: Leadership Perceptions of Vendor Performance

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In ambulatory settings, EMR usability as well as the efficiencies of a well-built EMR are hugely important for physicians. All vendors claim they are focused on improving physician usability, yet in KLAS’ previous usability reports, no vendors excelled at meeting usability expectations. What has changed over the past two years and how are these changes helping or hurting physicians’ abilities to deliver care? To find out, KLAS interviewed ambulatory organizations with 11 or more physicians, speaking mainly to physician leaders and end-user physicians.

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Value-Based Care Managed Services 2017: Achieving Outcomes Through Technology-Enabled Services

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As more healthcare organizations make the jump to value-based care, VBC managed services firms are being leveraged to help. KLAS interviewed 52 unique organizations to gather feedback on how well their VBC managed services firm helps them achieve outcomes and also on these firms’ trending performance, ability to partner, and delivery across VBC competencies. Additionally, this report provides insights on whether firms share financial risk and whether clients plan to expand or reduce their current level of engagement. Below is a framework for understanding the types of services offered by each VBC managed services firm.

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Healthcare Management Consulting 2017: Keeping Pace with a Transforming Market

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As challenges in healthcare become more complex, stakeholders more demanding, and value-based care more important, healthcare organizations have increasingly high expectations of the consultants they engage. KLAS interviewed 299 provider and payer executives for a better understanding of how the various management consulting firms impact clients’ success, the top attributes of successful firm/client relationships, and clients’ biggest hurdles when engaging firms.

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Data Loss Prevention 2017: Optimization Support Drives Satisfaction; Few Solutions Used Broadly

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Allowing PHI to wrongfully get outside a healthcare organization’s network can create sizeable regulatory and financial consequences for organizations and erode public trust. Risks to a healthcare organization’s sensitive data—whether unintentional or malicious—must be identified and neutralized. In order to understand how organizations are addressing these challenges, KLAS spoke with 100 security professionals, largely CISOs, to learn about their DLP strategies. While most organizations are confident in their solution’s ability to prevent PHI loss, KLAS uncovered the capabilities providers are most commonly adopting, how broadly DLP solutions are deployed, which DLP solutions require significant support and optimization, and how actionable the insights are that DLP vendors are producing.

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Global EMR Performance 2017: Keeping Pace with a Transforming Market

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With the millions being invested in EMR systems around the globe, organizations can’t afford to get the decision wrong. Deployments face higher scrutiny than ever, so organizations hoping to avoid reinventing the wheel seek strong guidance and recommendations from their vendor. Which vendors are best at helping customers maximize their investment and drive deep clinical adoption? Which solutions are best meeting clinicians’ needs? KLAS interviewed 215 organizations across 34 countries to find out.

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Off-Premises Computing Perception 2017: Energy Shifts to the Cloud

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Over 70% of healthcare organizations that participated in this study have moved at least some applications or IT infrastructure off-premises. While most of those using off-premises computing are doing so through a hosting environment, future plans lean heavily toward the cloud. For this research, 144 US-based healthcare organizations were asked about the off-premises cloud and hosting options they are currently using, whether they are considering moving to the cloud, why they would or would not move in this direction, and which vendors they are considering or would consider for future off-premises computing needs.

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Acute EMR Usability 2017: Physician Leaders Say There is Still Work to be Done

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All major EMR vendors claim to be focused on creating a highly usable experience for clinician users, but what is the day-to-day user experience really like? KLAS interviewed 91 physician leadership professionals to gather their unique, representative insights as to the truth of vendors’ claims and the current state of EMR usability. Including feedback regarding organizational, end-user, and vendor dynamics, these leadership perspectives encapsulate broader insights as to the key successes, shortcomings, and frustrations clinicians currently experience with EMR usability. Though perceptions from physician leadership often differ from the end user experience, these views encompass a wider view of vendor performance.

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Ambulatory RCM Services 2017: Finding Consistent Partners

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Ambulatory revenue cycle management (RCM) services continue to increase in popularity. Just three years ago in 2014, KLAS’s first look included only five vendors. Today, provider organizations have over a dozen options to choose from. This report covers ten of the most prominent vendors that have proven capable of scaling beyond single-physician practices. With considerable growth, however, often come growing pains. Which vendors have established themselves as consistent, reliable partners? Who scales to best meet the needs of larger clinics? And how much do customers expect from these vendors as they look to value-based care on the horizon? KLAS interviewed 174 clinics to find out.

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MEDITECH Web Ambulatory: Insights into the Early-Adopter Experience

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For years, MEDITECH has had a successful yet conservative approach to the market. Their newest offering, Web Ambulatory, represents a bold departure and has been widely anticipated by customers for its promise of inpatient/outpatient integration and web-based functionality. How is it going so far? KLAS interviewed 19 of the 22 organizations live on Web Ambulatory to highlight the successes achieved and the challenges faced by early adopters of both the EMR and practice management (PM) pieces.

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Talent Management 2017: High Performers in Performance Management

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Many provider organizations are interested in having a single solution that can competently meet all their talent management needs. Because talent management suites are often implemented one or two modules at a time, KLAS scrutinized satisfaction with performance management functionality within the context of broader talent management performance and found that organizations have a number of comprehensive, high-performing options.

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Creating the EMR Advantage: The Arch Collaborative EMR Best Practices Study

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We built EMRs to help clinicians deliver dramatically better care and to be more efficient in that care. If clinicians everywhere consistently praised EMRs for revolutionizing the practice of medicine, wouldn't that be an indication that the EMR was a success?  But that is not happening.  In late 2016, in an effort to turn the tide of EMR frustration, KLAS gathered with a handful of provider organizations with the idea of creating a common end-user satisfaction survey to be used as a means of establishing satisfaction benchmarks and enabling provider organizations to learn from each other’s successes and failures. Today, this effort—called the Arch Collaborative—has collected 15,535 user perspectives from 55 organizations.

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Cornerstone Summit 2017: Population Health Definition, Outcomes Measurement, and Best Practices

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As a follow-up summit to the 2016 Population Health Keystone Summit, executives from 23 healthcare services and software firms, along with leaders from 27 provider organizations and 7 payer organizations, gathered just outside of Salt Lake City. This white paper is a synopsis of the Summit activities and findings.

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Cardiology 2017: Structured Reporting Challenges

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One of the constant themes in cardiology IT over the last few years has been the desire of healthcare organizations to consolidate cardiology IT solutions. However, several factors have hindered this from being more quickly achieved, chief among them being workflow challenges—particularly for invasive procedures (e.g., cath)—and the difficulty of consolidating structured reporting to a single vendor. With a focus on structured reporting, this report examines customer satisfaction with the cath physician workflow, structured reporting in general, hemodynamics, and vendor support.

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Claims and Denials Management 2017: Support & New Tools Highly Valued in Well-Established Market

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With strong, easy-to-use claims-editing functionality now a commodity among claims management solutions, what differentiates the vendors in this market, and what areas do healthcare organizations identify as being next on their wish lists? Interviews with 296 healthcare organizations reveal three key factors that organizations are looking for from their claims management vendor today: stellar support, improved denials management functionality, and better drill-down analytics. The first two are examined below.

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Digital Health Investment Symposium: Where Do We Need to Focus Future Healthcare Technology Investments?

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KLAS convened its first annual investor conference, The KLAS Digital Health Investment Symposium, in Park City, Utah on September 27 and 28, 2017. The intent of this white paper is to give corporate development and investors an idea of the major challenges in healthcare and provide ideas for possible solutions and areas for investment so that current challenges can be mitigated.

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Global PACS 2017: Enterprise Imaging Reshaping PACS Decisions

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Enterprise imaging—the ability to store, view, and access clinical images from multiple departments or organizations—is an increasingly key consideration in PACS purchasing decisions as well as overall imaging strategies. KLAS measures several technologies that impact organizations’ enterprise imaging (EI) strategies; chief among them are PACS solutions, vendor-neutral archives (VNAs), and universal viewers. KLAS spoke to 345 individuals in 43 countries outside the US to determine which VNAs they have selected or considered and to measure how PACS vendors have performed over the last 18 months.

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Continuum of Care 2017: A Comprehensive Look at EMRs in a Connected Continuum

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For healthcare to make the shift to value-based care, the care continuum will have to change from a series of disconnected siloes to a connected ecosystem. This report looks across the care continuum to examine which vendors—including both enterprise and single-setting EMR vendors—are best positioned to help customers successfully adapt in each care setting (i.e., ambulatory care, acute care, homecare, long-term care [LTC], behavioral health, and urgent care).

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Care Management 2017: Solutions Struggle to Keep Pace

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As reimbursement and care models continue to evolve, health plans pursuing a member-centric approach to care management have increasingly higher expectations of their care management software solutions. Accordingly, solutions are struggling to keep pace with health plans that are moving toward population health and wellness. Which vendors are most supportive of their customers’ goals and innovative enough to meet changing needs? KLAS spoke with 71 health plans to find out.

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Managing the Cost of Care: How Are Provider Organizations Tackling the Cost of Care?

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With healthcare costs at unsustainable levels, the industry finds itself on a trajectory from fee-for-service to value-based care. Provider organizations who aren’t prepared to manage cost and take on risk while also maintaining or improving quality will have a hard time surviving. In this first-time report, KLAS takes an early look at the various ways organizations that already have a strategy are tackling this challenge and what vendors they are using or considering to help them. Interviews were conducted mainly with C-level executives, mostly from organizations with 500+ beds. Only the strategies and vendors most commonly brought up in interviews are discussed below.

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Interoperability 2017: First Look at Trending—Some Progress Toward a Distant Horizon

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In a single day, KLAS heard the same message expressed by a gathering of industry interoperability experts as well as shared in a tweet by Intermountain Healthcare CIO Marc Probst. The message? The industry needs to stop talking about HIT interoperability and actually do it. Trending information from US healthcare organizations provided for the first time in this report suggests that they are right; progress has been way too slow and simply not enough.

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ED Usability 2017: Enterprise Considerations, Not Workflow, Shaping the Future

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For years, best-of-breed vendors have shown that it is possible to deliver an EDIS that meets provider organizations’ needs and expectations for usability and functionality. As the market shifts and enterprise vendors play a larger and larger role, they will need to keep up with the standards set by the high-functioning, best-of-breed solutions. To determine the impact that the most highly adopted ED vendors are having on usability and which are meeting customers’ needs, KLAS sought out hard-to-obtain feedback from physician leadership and ED end users.

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Healthcare IT Investor Update: 2017 Q4

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KLAS releases to investors quarterly updates on healthcare IT trends to watch. In this Q4 2017 update, KLAS discusses the Allscripts-McKesson acquisition, athenahealth's progress in the hospital market, current news about eClinicalWorks, and energy in the practice management space. Find out how these recent changes are impacting the market as a whole.

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Telehealth Virtual Care Platforms 2017: Who Is Supporting Healthcare Organizations’ Abilities to Expand Virtual Care?

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Healthcare organizations have found that virtual care platforms (VCPs) reduce delivery costs, increase access to new patients, and allow organizations to deliver better care. While these platforms are just one aspect of the rapidly evolving telehealth market, a number of vendors now offer virtual care platforms supporting diverse visit types and use cases. Some have only a handful of live organizations today, but all are growing. Working with the College of Healthcare Information Management Executives (CHIME), KLAS reached out to healthcare organizations facilitating live video visits on virtual care platforms to provide an early look at who is helping organizations expand telehealth services today.

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athenahealth for Hospitals: Insights into the Early-Adopter Experience

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athenahealth entered the underserved community hospital EMR market in 2015 with the acquisition of RazorInsights. Since then, provider interest has skyrocketed, with athenaOne for Hospitals and Health Systems being the third most frequently selected hospital EMR solution in the US in both 2015 and 2016. This report takes an early look at the progress athenahealth has made and the overall experience of early adopters. Speaking with executives, IT professionals, and departmental end users, KLAS interviewed all of the 8 hospitals who contracted directly with athenahealth to convert from another EMR and who came live by February 2017. KLAS also spoke with 28 other hospitals who contracted with athenahealth but were not yet live as of February 2017 to get their thoughts on how things are progressing. Hospitals who migrated from the acquired RazorInsights platform were excluded from this research as their experience is atypical of what prospective clients could expect.

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