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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.

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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

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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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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Best in KLAS 2021: Software/Services

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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 id="demo" />

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Best in KLAS 2021: Global Non-US

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

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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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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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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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Futura Mobility HIT Staffing: First Look 2021

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Futura Mobility is a healthcare IT consulting firm that provides point-of-care mobile technology and clinical and business IT support and services. KLAS has not previously reported on Futura Mobility; thus, this report constitutes a first look at their clients’ experience.

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Cardiology 2020: Have We Reached the Tipping Point in Structured Reporting Adoption?

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Structured reporting continues to dominate cardiology conversations. This report provides not only a much-needed update on breadth of structured reporting adoption but also a first look at depth of adoption, since actual physician use is the only way to drive outcomes. While the market hasn’t reached the structured reporting tipping point yet, physician adoption is driving progress and generating value. This study also shares details on the hemodynamics experience (both overall satisfaction and important trends).

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Canada EMR 2020: Comprehensive Vendor Performance and Market Share Overview

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From 2015–2019, 22 EMR purchase decisions were finalized in Canada, representing 50+ organizations. Many of these decisions—which impacted 175+ inpatient facilities—were group or even provincial decisions made by organizations looking to achieve economies of scale and lower costs by pooling their collective resources. This report—focused mainly on English-speaking regions—is KLAS’ first report solely on Canada’s EMR market. It highlights which vendors are gaining market share and which are best meeting customer needs. Market share data includes contracts signed through December 31, 2019; decisions made in 2020 are excluded. Customer satisfaction insights come from interviews with 37 individuals using go-forward platforms at 28 healthcare organizations.

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Patient Engagement Platforms 2020: Which Vendor Can Be Your One-Stop Shop?

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Provider organizations have begun to consistently ask who, if anyone, can be a one-stop shop for patient engagement—allowing organizations to consolidate vendors and create a unified patient experience. Directed by the voices of provider and vendor executives, along with patients themselves, KLAS has helped the industry define “patient engagement platforms” through a series of reports and summits. This report is a culmination of those efforts, intended to help provider organizations understand who they can turn to for all (or almost all) of their patient engagement needs. Included in this study are insights from 153 of the broadest-adopting customers across 33 vendors.

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Telehealth Performance 2020: Rapid Telehealth Uptake is a COVID Silver Lining

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COVID-19 revealed telehealth to be a sleeping giant, with visit volumes (previously at or below 1% for a majority of healthcare organizations) skyrocketing overnight. Some telehealth technology vendors have risen to meet the challenges of this rapid, exponential adoption, and others have struggled to deliver. This report seeks to provide insights into how well telehealth vendors have scaled their technology and supported customers during the pandemic, which deliver the best patient experience, and which are seen by customers as viable go-forward options.

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Credentialing 2020: Who is Meeting Emergent Provider Needs During COVID-19?

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Quick, effective credentialing solutions have never been more critical for provider organizations than during the COVID-19 crisis. This report examines how well credentialing solutions are addressing the following top-of-mind market challenges: remote credentialing approval, urgent and emergency approvals, telehealth credentialing, and out-of-state credentialing. It also shares which vendors are providing strong value and customer partnership.

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Enterprise Imaging Virtual Gathering 2020 White Paper

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2020 has been full of challenges, with a global pandemic, economic crisis, remote work reimagined, and so many areas of everyday life impacted as a result. Despite these challenges, the enterprise imaging (EI) market continues to march forward. In a poll of 25 leading health systems, 72% of organizations report that their enterprise imaging strategy progressed despite facing significant barriers due to COVID-19. This shows that enterprise imaging is possible even in trying times.

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EMR Interoperability 2020: Market Progresses, But No Vendor Has Mastered It All

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In this update to KLAS’ 2017 interoperability research, KLAS takes a close look at how healthcare organizations perceive their EMR vendors’ efforts to help them achieve meaningful EMR interoperability. While all vendors have room to improve, some have proven more willing to work with other EMR vendors, have been more successful in enabling record exchange that impacts patient care, and have done better at providing and supporting meaningful API connections. 

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Interoperability Summit Whitepaper

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On November 6, 2020, 49 healthcare executives and 64 healthcare IT vendor executives came together virtually to address the next steps of interoperability measurement. Reconvening from KLAS’ last interoperability measurement summit, held in 2017, stakeholders addressed the priorities of interoperability measurement moving forward. To kick off the summit, KLAS shared our latest <a href="/report/emr-interoperability-2020/1682" data-id="1682" data-itemtypeid="7"><u style="color:#2A74BB">interoperability research</u></a>; this study revealed vendor progress runs the gamut and varies depending on the aspect of interoperability (e.g., APIs, CCD exchange, HIEs, interfaces, etc.). As interoperability grows, there is a need for a more complete measurement of interoperability success. 

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December 2020 Investor Newsletter

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One good thing about COVID-19 is that it has forced the global healthcare industry to rapidly adopt digital technologies that will forever change the way healthcare is delivered. Healthcare services must be patient focused and support virtual services. These healthcare technology requirements will drive ongoing KLAS Emerging Technology research to focus on emerging IT solutions such as AI, RPM, RPA, Voice, SDoH, interoperability, and patient engagement. We encourage your input as to other technology areas you would like KLAS to research. Be well and safe during the holidays and hold on—the vaccines are coming!

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GYANT: Emerging Technology Spotlight 2020

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Patient engagement tools are in high demand. GYANT’s AI-enabled platform, which integrates with any EHR system, is meant to drive more meaningful patient/doctor engagements while improving care utilization and pathways. GYANT considers themselves a cutting-edge digital frontdoor and patient engagement technology. This spotlight will examine experiences of early adopters.

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Malaffi: International First Look 2020

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Arabic for “my file,” Malaffi is a health information exchange (HIE) platform that connects public and private healthcare providers in the UAE (specifically the emirate of Abu Dhabi). Malaffi’s goal is to provide meaningful, real-time exchange of patient data between providers to improve outcomes and care quality. This spotlight examines the experiences of Malaffi’s early adopters.

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Infectious Disease Connect: Emerging Technology Spotlight 2020

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Infectious Disease Connect (ID Connect) provides telemedicine access to infectious disease specialists when they are needed. ID Connect’s software, ILÚM Insight, is an infectious disease decision support platform that identifies real-time opportunities to intervene in patient cases to arrive at the optimal therapy and antibiotic utilization. Together, IDConnect’s software and services provide comprehensive consultations and assessments. This spotlight will examine the experience of early adopters.

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MediReport: First Look 2020

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MediReport, a multinational vendor with a structured reporting cardiology solution called CardioReport, was originally developed for cath but has since branched out to include EP, echo, and vascular (the vendor does not offer a cardiology PACS). With clients in 40 countries spanning Europe, Canada, South America, Asia, and the Middle East, MediReport feels they are best known for their clinical depth while leveraging patient-friendly language to generate reports during a patient’s visit. This report is KLAS’ first look at the experience of MediReport’s most advanced clients and seeks to provide early insights into satisfaction among these customers.

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Teladoc Health/Livongo Merger: Flash Insights 2020

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In October 2020, Teladoc Health finalized a deal to acquire Livongo. This merging of two publicly traded virtual care companies creates a telehealth giant amid rising demand for virtual care solutions. In July 2020, Teladoc Health acquired InTouch Health, another telehealth company. This KLAS Flash Insights report will share reactions from customers of all three vendors to the Teladoc Health/Livongo merger and their perception of what impact it will have. KLAS interviewed 30 individual clients—of these, 11 use InTouch Health, 11 use Livongo, and 14 use Teladoc Health (some organizations use two of these vendors’ solutions, but none use all three).

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YES HIM Consulting: First Look 2020

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YES HIM Consulting provides auditing services and training programs for in-house coders in addition to traditional outsourced coding services. This report is KLAS’ first look at the client experience of organizations using the firm’s services. While hospitals and health systems are consistently looking for opportunities to improve patient outcomes and reduce costs by auditing and educating coders, the COVID-19 crisis underlined the benefits of such solutions. Moving forward, these organizations will continue to look for solutions like those that YES offers.

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Patient Accounting 2020: Driving Tangible Outcomes in Revenue Cycle

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Provider organizations must have patient accounting (PA) solutions that are stable, well supported, and highly functional—all while navigating the ever-changing regulatory landscape. When PA vendors don’t measure up, organizations can suffer significant cash flow challenges. This report offers an update on available patient accounting solutions, with insights on which vendors are maintaining strong performance, stagnating, or shaking up the market. 

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Patient Financial Experience 2020: Driving Additional Revenue by Improving the Financial Experience

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Fostering a positive financial experience for patients—and thereby capturing a more steady stream of revenue—is critical as healthcare organizations deal with the financial uncertainty created by COVID-19 and other industry forces. This report looks closely at <strong>patient financial engagement platforms</strong> and <strong>patient financing services</strong>—two segments of the patient financial experience market—to determine how vendors compare in terms of customer satisfaction, what capabilities customers find most beneficial, and what benefits have been achieved for patients.

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Latin America EMR 2020: A Region-Specific Look at Buying Trends and Customer Satisfaction

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EMR purchasing in Latin America is on the rise, especially among private healthcare groups. The Brazilian EMR market has been active for over a decade, while escalation in other countries in the region is more recent. This report—KLAS’ first focused solely on the Latin American EMR market—seeks to uncover which vendors are gaining market share and which are best meeting customers’ needs. Altogether, market trend data and customer satisfaction feedback was collected from 102 respondents, representing 88 separate organizations in 12 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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Population Health Data Acquisition & Analysis 2020: Turning Data into Actionable Insights

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Hoping to consolidate population health management (PHM) solutions, healthcare organizations today are seeking out technology that addresses a wide variety of their PHM needs. Most of the core functionality that organizations are looking for centers around data acquisition and data analysis. This report offers a focused look at the first two pillars of PHM—data acquisition and data analysis—to uncover which solutions do best at compiling accurate, timely data and turning it into actionable insights. This report also includes an overall update on vendor performance in all PHM areas.

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Microsoft Teams: Emerging Technology Spotlight 2020

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Healthcare organizations are looking for viable long-term telehealth solutions capable of handling the immediate demand created by COVID-19 as well as organizations' long-term strategic initiatives. In this Spotlight, KLAS examines Microsoft Teams and the early outcomes and satisfaction of some of its healthcare customers.

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MedeAnalytics SaaS Platform: First Look 2020

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MedeAnalytics offers a cloud-based analytics platform designed to help healthcare providers and payers make data-based decisions. Provider organizations utilize MedeAnalytics’ SaaS solutions for patient access, revenue integrity, business office, and value-based care, while payers use them for employer reporting and healthcare economics.

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Softek: Emerging Technology Spotlight 2020

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Some providers have recently turned to third-party solutions to optimize their revenue cycle solutions. Over the last year, KLAS has interviewed 8 Cerner clients that have used Softek’s services to achieve this objective. Several of these same clients requested KLAS highlight the work that Softek has done. This report is a response to those providers’ requests to spotlight Softek’s revenue cycle optimization performance, which earned a KLAS 2020 Category Leader award.

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DocASAP: Emerging Technology Spotlight 2020

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Patients are looking for easier ways to participate in healthcare and control their own healthcare journey. DocASAP seeks to create a more consumer-friendly experience by eliminating some of the common frustrations of receiving care. This report provides an early look at the performance of DocASAP’s patient access and engagement platform.

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Outsourced Coding 2020: Which Firms Deliver Quality and Value?

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The outsourced coding market has seen significant changes over the last year, including several mergers/acquisitions, sharp increases and decreases in client satisfaction, and ever-shifting coding volumes as healthcare procedures have ebbed and flowed throughout the COVID-19 pandemic. This report seeks to help healthcare organizations identify which firms are providing the quality and value needed in this environment.

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Phrase Health: Emerging Technology Spotlight 2020

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While clinical decision support solutions have been around for some time, the challenges of physician burnout and alert fatigue continue. Phrase Health provides neither alerts nor content as traditional CDS solutions might but rather software that looks at the effectiveness of alerts and analytics and how they can be improved. This spotlight explores experiences of Phrase Health early adopters.

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Doximity Hospital Solutions: First Look 2020

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Doximity offers a professional medical network described as a sort of LinkedIn for clinicians to find and connect with other doctors, healthcare professionals, and facilities. Doximity also provides brand awareness and patient acquisition tools, along with a telemedicine offering (detailed in KLAS’ Spotlight on Doximity Dialer). The goal of this KLAS First Look report is to validate the initial feedback of healthcare customers using Doximity’s hospital solution.

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Doximity Dialer: Emerging Technology Spotlight 2020

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For obvious reasons, interest in telehealth solutions has skyrocketed, with provider organizations frequently asking KLAS about new solutions like Doximity Dialer. Doximity is differentiated by their networking resource for physicians, which complements the Dialer telehealth solution detailed here. This Spotlight report offers an early look at the performance and efficacy of the Doximity telehealth platform.

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Amwell Flash Insights 2020

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In August of 2020, Google Cloud announced plans to invest $100 million into Amwell, forming a strategic partnership with plans to scale the Amwell telehealth platform. Following this investment, Amwell made their public debut on the New York Stock Exchange in September. This KLAS Flash Insights report will explore Amwell customers’ reactions to these events and perceptions about the future impact.

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Identity and Access Management 2020: Healthcare Looks (Well) beyond SSO (A Decision Insights Report)

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As healthcare continues its measured move to the cloud, healthcare provider organizations can no longer protect data solely through firewalls and strong perimeter defenses—the digital identity must be protected as well. With organizations replacing homegrown identity and access management (IAM) solutions with commercial options, new vendors have entered the healthcare arena, and longstanding single sign-on (SSO) vendors have expanded their suites. To understand which vendors are being replaced, considered, and purchased and what factors drive these decisions, this report combines customer satisfaction insights with feedback from 40 unique healthcare provider organizations that have recently made an IAM technology purchase decision.

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Kameda: First Look 2020

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Kameda Infologics—an established EMR/HIS vendor in Japan—is expanding their YASASII platform into the Middle East. This report is KLAS’ first look at the experience of Kameda clients; its goal is to provide early insights into satisfaction among customers outside Japan.

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Wellsheet: Emerging Technology Spotlight 2020

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Physician burnout is a real problem, but Wellsheet has developed a solution that integrates into the EHR to improve workflow and identify gaps in care. This report looks to validate whether Wellsheet is helping to reduce physician burnout through customized workflows and physician coordination tools.

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Updox: Digital Fax Addendum

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In early 2020, KLAS published our first look at digital fax solutions. That report examined satisfaction feedback from the most advanced users of four digital fax solutions. Data for several other vendors, including Updox, was too limited to be shared at that time. However, additional advanced Updox customers have since been interviewed, and this addendum examines their customer experience.

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Databound: Emerging Technology Spotlight 2020

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Healthcare organizations are increasingly looking to robotic process automation (RPA) solutions to automate and execute billing and claims processing. This spotlight is an early look at the outcomes and satisfaction of Databound customers.

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340B 2020: An Update on the Evolving Market and a First Look at Contract Pharmacy Performance

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Over the last several years, the 340B management market has evolved significantly—additional types of organizations can now qualify as covered entities, and new vendors have entered the market. This report aims to clarify the new landscape, share an update on 340B customer satisfaction, and offer a first look at satisfaction with contract pharmacy management.

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Financial Improvement Consulting 2020: Performance Improvement in a Time of Upheaval

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Possibly the only constant in healthcare is that money is tight, and the COVID-19 pandemic has only tightened margins further by limiting health systems’ revenue for an undetermined amount of time. In this perfect storm of financial pressures, many organizations have turned to consulting firms for guidance to improve their financial performance. This report examines nine such firms, including the types of work they do and how well they deliver the financial outcomes clients need and expect. 

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ERP 2020: A Deep Dive on the Pillars of ERP

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ERP purchase decisions are based on a variety of factors, including both high-level considerations (like vendor relationships and performance across the pillars of ERP) and individual client needs in specific areas of functionality. This report offers both a broad perspective of ERP vendors’ overall performance and an in-depth analysis of key functionalities within each pillar. As data was gathered via KLAS’ standard evaluation and a special supplemental evaluation, sample sizes often vary across metrics. 

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Socially Determined: Emerging Technology Spotlight 2020

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Two schools of vendors are emerging for social determinants of health (SDOH) software: vendors that enable the network and vendors that provide in-depth analytics to help providers and payers make sense of complicated SDOH data. Socially Determined is one of the latter. This report looks at the outcomes and satisfaction of Socially Determined’s early adopters.

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Okadoc: Middle East Emerging Technology Spotlight 2020

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Dubai-based healthcare tech company Okadoc helps patients find nearby doctors and book appointments online. Okadoc also offers a telehealth solution (developed since the COVID-19 crisis). This spotlight report will highlight experiences of early adopters in the Middle East.

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Interoperability 2020 Post-Acute & Behavioral Health: A First Look at Carequality and CommonWell Early Adopters

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Since it was established in November 2018, the CommonWell-Carequality connection has been utilized mostly by acute and ambulatory care organizations. More recently, post–acute care (home health, hospice, long-term care) and behavioral health organizations have started to connect to the national networks; the large majority of these early adopters find the connection valuable. This report—KLAS’ first on interoperability in the post–acute care and behavioral health markets—examines which vendors are connected today and the level of usability achieved by their most advanced customers.

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Interoperability 2020 (Acute/Ambulatory): Adoption and Usability Differ Significantly Between EMR Vendors

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The national interoperability networks of Carequality and CommonWell Health Alliance have become some of the primary means by which patient records are shared between healthcare organizations in the US. However, the number of organizations connected to these plug-and-play networks and the usability of the shared data vary significantly depending on the EMR in use. This report—a follow-up to research <a href="/report/interoperability-2019/1395" data-id="1395" data-itemtypeid="7">published in early 2019</a>—examines adoption and usability among advanced users of the main acute and ambulatory care EMR vendors.

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Patient Intake Management 2020: Helping Clinics Keep Their Doors Open During COVID-19

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Patient intake is a critical part of any ambulatory practice. In the era of COVID-19, technology solutions in this area have become more important than ever to help maintain social distancing protocols, screen patients for self-reported COVID-19 risk factors and symptoms, reduce patient/staff contact, and give patients a safe, convenient experience. Patient intake management solutions have continually evolved to meet organizations’ needs, with many new vendors gaining market share and more longstanding vendors expanding on the functionalities they offer.

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Post-Acute Care 2020: Portfolios Grow with an Eye on Enterprise

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Every health system knows that their long-term success hinges on what happens in the post–acute care and behavioral health settings. As a result, this report examines customer satisfaction with the technology vendors available in these areas and explores which offer the broad, comprehensive portfolios many healthcare organizations seek. Future reports will validate which vendors are being used in an enterprise fashion and how solutions are being used to enable referral management and care transitions.

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Healthcare IoT Security 2020: Great Options in an Emerging Market (A Decision Insights Report)

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Adoption of security solutions for the healthcare internet of things (IoT) continues to grow as healthcare organizations look for ways to understand and manage the risk associated with connected devices. In most deployments, the focus has shifted from securing mainly medical devices to covering both medical devices and the broader IoT devices found in healthcare settings. As the market matures, organizations are also beginning to look beyond core capabilities—where most solutions are comparable—to factors like cost, ROI, expertise, and vendor culture when making buying decisions. With many strong options in the market, the bar for vendors is high. KLAS spoke with 51 healthcare organizations to understand which vendors are being selected and why and to glean early insights into customer satisfaction.

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Healthcare AI 2020: Investment Continues but Results Slower Than Expected (A Decision Insights Report)

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The benefits of integrating artificial intelligence (AI) into the healthcare ecosystem are undeniable,<sup>†</sup> and investment from healthcare organizations is increasing at a fast pace. Yet few organizations have settled on any one AI vendor as their go-forward choice—most use a hodgepodge of solutions to meet their needs. In this report, KLAS examines the recent AI purchase decisions of 47 organizations to determine which vendors are being considered and chosen, which are being replaced, and why provider and payer organizations choose the AI solutions they do (technology? service? healthcare expertise?). Additionally, we share customer satisfaction data from current users of ClosedLoop.ai, DataRobot, Epic, Health Catalyst, Jvion, and KenSci and examine healthcare’s perceptions of the cross-industry AI giants—Amazon, Google, IBM, and Microsoft.<br /><sub>† For details about how KLAS defines AI in healthcare, see "<a href="/report/healthcare-ai-2019/1291" data-id="1291" data-itemtypeid="7"><u style="color:#0076ce">Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence</u></a>."</sub>

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Selat Revenue Cycle Outsourcing: First Look 2020

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Selat provides outsourced revenue cycle services that help hospitals and other medical organizations in the Kingdom of Saudi Arabia optimize their revenue cycle performance. They also provide revenue cycle and marketing advisory services. This report provides early insights into the customer experience of Selat’s healthcare clients.

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Zoom Health: Emerging Technology Spotlight 2020

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Everyone knows Zoom, but how well does the solution perform for healthcare organizations looking to handle the immediate demands created by COVID-19 as well as develop long-term strategic initiatives? In this Spotlight, KLAS examines the early outcomes and satisfaction of some of Zoom’s healthcare customers.

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Epic Pharmacy Solutions 2020: What Progress Has Epic Made With Medication Inventory and IV Workflow Management?

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Despite pressure to take an Epic-first approach to software decisions, many pharmacies at Epic organizations have held on to third-party products due to the relative immaturity of some of Epic’s more recently developed pharmacy solutions. However, Epic has put significant focus on broad pharmacy development (the only enterprise EMR vendor to have done so), and customers want to know—is it time to switch? To answer this question, this report explores medication inventory management (MIM) and IV workflow management—the two areas where Epic has focused much of their development efforts—to validate what capabilities these modules deliver and where gaps still exist.

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A Digital Pathology Addendum 2020: TRIBVN Healthcare

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In 2019, KLAS published our first look at digital pathology solutions. A number of leading organizations using digital pathology solutions for primary diagnosis were interviewed, with particular focus on reference sites from vendors in North America and Europe. The study highlighted some of the most prevalent vendors in the market, such as Philips and Sectra. KLAS also validated organizations using or considering other vendors, including TRIBVN Healthcare, for imaging management (i.e., PACS/workflow). TRIBVN Healthcare came to KLAS’ attention too late for them to be fully measured in the 2019 report. However, the vendor has since shared a customer list with KLAS, and this addendum examines the experience of those customers.<br /><br />The framework below—from the 2019 report—details the technologies that healthcare organizations need to get started with digital pathology. For more on the performance of other digital pathology vendors, the best practices recommended by successful organizations, and potential benefits of the technology, <a href="/report/global-digital-pathology-2019/1349" data-id="1349" data-itemtypeid="7">see the full report</a>.

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Implementation Leadership 2020: Which Firms Consistently Help Clients Hit the Ground Running?

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When healthcare organizations implement new IT solutions or upgrade existing ones, they want implementation partners who can help them successfully navigate the change and hit the ground running. To find out which services firms are most consistent in delivering implementation success, KLAS interviewed organizations that have recently used a firm for implementation leadership (i.e., consultants and project leadership were provided, either overall or at the project management level). Their insights can help your organization decide which implementation partner is right for you.

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Shared Smart Devices 2020: The Latest Generation of Devices for Nurses

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Shared smart devices are devices used by multiple care team members—mainly nurses but also some hospitalists and therapists—within the walls of the hospital. These devices are increasingly popular in healthcare as a means of improving communication and potentially consolidating the nurse toolbelt. In this high-level update to KLAS’ <a href="/report/clinical-mobility-2018/1250" data-id="1250" data-itemtypeid="7"><u>2018 clinical mobility report</u></a>, KLAS spoke to organizations using the latest devices from Apple, Vocera, or Zebra (about 10 customers per device). Have new models addressed older versions’ challenges with connectivity, call quality, durability, and battery life? Which devices best meet customer needs? Do Apple and Zebra continue with high mindshare, and what (if any) adoption have Ascom, Samsung, or Spectralink generated? Where does Vocera fit in the market landscape?

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Value-Based Reimbursement 2020: How Far Have We Come?

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<p style="font-size:18px; color:#c05131">Insights from CHIME’s 2019 “HealthCare’s Most Wired” data, KLAS Population Health Management Cornerstone Summit, and KLAS Decision Insights</p>In the nearly 10 years since accountable care organizations were first established, healthcare organizations have been slow to take on risk-based agreements, especially those with downside risk. While the industry agrees that the rising costs and stagnant outcomes of fee-for-service (FFS) are not sustainable, healthcare executives are becoming less optimistic about how quickly value-based reimbursement (VBR) will outpace FFS. This report examines data from a variety of sources to measure industry progress toward VBR and explore how technology is being used to support it.

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BD Alaris Recalls: Flash Insights Report 2020

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Occasional product recalls are an expected nuisance of working with medical devices. However, following the recent series of recalls involving the BD Alaris smart pump—the largest of which was categorized by the FDA as a Class I recall and initiated on February 4, 2020—KLAS has received an unprecedented volume of questions from Alaris customers. Based on feedback from 53 individuals at 50 Alaris customer organizations, this report examines what impact the recalls have had on BD customers’ satisfaction and future plans and whether BD has been successful in addressing patient-safety concerns and minimizing disruption.

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Oncology 2020: A Comprehensive Look at Medical Oncology and Radiation Therapy Solutions

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An estimated 1.8 million new cancer cases<sup>†</sup> will be diagnosed in the United States in 2020. In order to treat cancer at these volumes and achieve the best outcomes for patients, healthcare organizations—<strong>including comprehensive cancer centers, community oncology practices, and oncology facilities associated with acute care hospitals</strong>—need oncology software and equipment with up-to-date functionality, strong integration, and good vendor support. With the goal of helping healthcare organizations understand their options, this report provides a comprehensive look at the oncology IT market, examining customer satisfaction with medical oncology software, radiation oncology software, radiation therapy equipment, and treatment planning software.<br /><sub>† See <a href="https://www.cancer.org/" style="color:#2A74BB;"><u>cancer.org</u></a></sub>

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Carrot Health: Emerging Technology Spotlight 2020

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Carrot Health focuses on bringing SDOH-related insights to their customers to help them deliver a more targeted level of care to their patients. As SDOH figures more prominently in population health management and whole-person care, healthcare organizations have requested an early look at the Carrot Health customer experience.

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Enterprise Revenue Cycle 2020—Advanced User Insights: The Value of Consolidation

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While enterprise strategies for clinical technology are common, the complexity of the revenue cycle has, to date, precluded such an approach on the financial side, as no one vendor provides all the revenue cycle functionality organizations need. However, Change Healthcare, Experian, nThrive, and Waystar now claim to have expansive portfolios that fill the gaps left by the EMR and to have customers who have adopted a broad range of their revenue cycle technology. The goal of this report is to validate the veracity of these claims and gain insight into how this early market is shaping up—is enterprise revenue cycle adoption real? Do organizations who have broadly adopted one vendor see valuable benefits?

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Risk Adjustment & Analytics 2020: A First Look at Vendor Performance

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In the risk adjustment and analytics space (solutions and services supporting population stratification, reporting, and/or analytics for CMS or other risk-based contracts), four vendors tend to dominate mindshare and market share—Change Healthcare, Cotiviti, Inovalon, and Optum. But market share is not a guarantee of a strong customer experience, and some organizations have started to consider and choose other options. This report shares available vendor options, market perceptions of the most prominent vendors, and an early look at how well vendors meet client needs and drive outcomes. As KLAS research in this market is early, most satisfaction data is limited.

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Emerging HCIT Companies 2020 Mid-Year Update: Top-of-Mind Healthcare Technologies

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<p>Representing the feedback of 255 healthcare professionals from 210 different provider organizations, this report indexes the healthcare IT (HCIT) vendors and market segments that are top of mind for healthcare organizations today. As would be expected, the worldwide pandemic has generated significant interest in telehealth, patient engagement, and other remote care solutions. In total, this report includes more than 100 emerging vendors in these and other high-interest markets.</p> <p>Annually, KLAS conducts thousands of interviews with provider organizations to better understand their experience with their HCIT vendors. However, not all vendors are measured by KLAS today—some emerging vendors have very small customer bases, and others work in market segments outside KLAS’ current focus. To gain insights into vendors we might not currently measure, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HIT vendor they have seen or heard about recently. The companies and market segments that have surfaced during these interviews are shared in this report; in the future, KLAS will monitor the companies that continue to pique market interest and gain mindshare among healthcare organizations.</p> <p style="font-size:10px">Note: The data in this report was collected January 2020–June 2020.</p>

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Alagen: First Look 2020

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Alagen provides cybersecurity services for companies in healthcare, finance, education, and more. This report is KLAS’ first look at the experience of Alagen healthcare clients. The goal of KLAS’ First Look reports is to validate the initial feedback of healthcare customers.

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Force Therapeutics: Emerging Technology Spotlight 2020

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Patient engagement is an area of high interest as organizations look to increase patient wellness. Force Therapeutics is an episode-based care management solution offering increased interaction between patients and care teams, from surgery through recovery. This spotlight is an early look at the customer experience.

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Boston Software: Emerging Technology Spotlight 2020

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Robotic process automation (RPA) is not a new concept, but adoption of RPA solutions in healthcare is starting to heat up, and providers are looking at these solutions to automate and execute billing &amp; claims processing. In this spotlight, KLAS provides an early look at Boston Software Systems and the early outcomes and performance of some of their healthcare customers.

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Xealth: Emerging Technology Spotlight 2020

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Providers are constantly looking for ways to better deliver information and tools to their patients. Xealth provides tools that allow healthcare providers to order and manage digital content and services so patients can access them in the patient portal. This spotlight explores the experience of early adopters.

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PROCLE Healthworks: Emerging Technology Spotlight 2020

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Due to COVID-19, remote-based patient engagement and telehealth tools are a top priority in healthcare. PROCLE Healthworks’ social network platform provides HIPAA-compliant telehealth, video-broadcasting, and analytics tools aimed at improving patient relationships and outcomes. This Spotlight explores the experience of its early adopters.

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Algorex: Emerging Technology Spotlight 2020

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Social determinants of health have been a topic of growing interest for years, and there are two schools of emerging vendors: software vendors and services firms. Algorex Health provides services that help customers maximize their investments in workflow tools and scale, support, and grow their SDOH programs. This report looks to validate the outcomes and satisfaction of Algorex’s early adopters.

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Middle East & North Africa (MENA): A 2020 Regional Telehealth Guidebook

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Due to the ongoing COVID-19 pandemic, demand for telehealth services and solutions has skyrocketed. This guidebook—a collaboration between KLAS and the MENA Telehealth conference (an MWAN Events initiative)—is intended to help healthcare organizations in the Middle East and North Africa (MENA) understand some of the prominent telehealth options in their region amid a rapidly evolving information technology landscape. <br /><br />Readers should note that (1) this resource is not an exhaustive list of all telehealth vendors or solutions available and (2) <strong>the solution descriptions herein have been supplied by the vendors themselves and have not been validated by KLAS or MENA Telehealth.</strong>

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Bails & Associates: First Look 2020

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Bails &amp; Associates provides Infor implementation services for human capital, supply chain, and financial management applications. KLAS has not previously reported on Bails &amp; Associates, and this report thus constitutes a first look at their clients’ experience. The goal of First Look reports is to validate the initial feedback of early respondents.

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Colburn Hill Group: Emerging Technology Spotlight 2020

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Robotic process automation (RPA) is not a new concept, but its adoption in healthcare is starting to heat up. Healthcare organizations are looking at these solutions to automate and execute billing and claims processing. In this spotlight, KLAS looks at Colburn Hill Group and the early outcomes and performance reported by healthcare customers.

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Uber Health: Emerging Technology First Look 2020

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As provider organizations are looking to increase patient access to care, this Spotlight report provides an early look at Uber Health, a non-emergency medical transportation (NEMT) solution that provides ride scheduling and trip analytics. Reliable, lower-cost transportation is one way to reduce no-shows and help patients make it to their appointments, and this Spotlight report will validate Uber Health's initial performance, the functionality early adopters are using, and the outcomes they expect to achieve.

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Vendor Performance in Response to the COVID-19 Crisis

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<p>The COVID-19 crisis needs no introduction—it has rocked healthcare and will change the world for decades to come. Now, with the first wave definitively underway, what have provider organizations in the heart of this crisis reported about their technology and services vendors’ responses? What technologies have organizations relied on the most? What solutions are making the biggest difference? How does COVID-19 change organization budgets and purchasing plans moving forward? What vendors will organizations increasingly look to coming out of this crisis?</p><p>As more waves of COVID-19 cases are likely, KLAS hopes this report helps vendors improve their response and helps provider organizations know where to turn for additional assistance. A vendor-generated listing of potentially helpful COVID-19 technologies and services is available on the <a href="/report/covid-19-technology-and-services-solutions-guide/1734" data-id="1734" data-itemtypeid="7">KLAS website.</a></p>

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Radix Health: Emerging Technology Spotlight 2020

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Amidst the shift to value-based care, healthcare organizations are putting a lot of focus on patient engagement and the patient experience, including enhancing the way patients interact with them online, i.e., creating or improving their digital front door. This report seeks to validate the experience of early adopters of Radix Health, who claims to help organizations acquire and retain patients, reduce delays in care, lower cost, and delight customers through their digital front door solutions.

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Legacy Data Archiving 2020: Which Vendors Consistently Exceed Expectations?

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When healthcare organizations purchase new software systems, consolidate existing products, or acquire other facilities, they are often left with legacy software solutions that need to be retired. Shuttering these systems and archiving the data is an opportunity to reduce costs while maintaining access to historical patient data. Organizations that have gone through this process recommend considering the following when choosing a data archiving partner:<ul><li><strong>Project Size &amp; Complexity:</strong> Which vendors have completed projects similar to yours in terms of the number of hospitals/clinics involved, the number/type of applications being archived, etc.?</li><li><strong>Extraction &amp; Implementation:</strong> Late projects extend the amount of time legacy systems must be maintained and paid for. Which vendors set proper expectations and consistently hit timelines?</li><li><strong>Customer Satisfaction:</strong> What does customer satisfaction with system functionality and ongoing support look like post-implementation?</li></ul>

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Pediatric Ambulatory EMR 2020: Best EMR Performers in Pediatric Settings

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Despite their unique needs, many ambulatory pediatric offices are expected to “make do” with generalized EMR templates and charting. From growth charts, to well-child visits, to immunization tracking, to registry integration, pediatric offices often find their EMR doesn’t meet their needs. This report examines which EMR vendors best ensure pediatric provider success by providing an outstanding EMR and tailored service. Note that this report is focused on ambulatory-focused vendors, including pediatric-specific EMR vendors.

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Signify Health Community: Emerging Technology Spotlight 2020

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Social determinants of health (SDOH) solutions are a top-of-mind subject for healthcare decision-makers. SDOH vendors work to extend the care of patients beyond the walls of the hospital or clinic to address all the factors that support a healthy population, including food security, adequate housing, and mental health care. Signify Health looks to differentiate themselves by providing a privacy-enabled collaboration platform between community-based organizations (CBOs) and healthcare providers, while providing these services for free to social service organizations. This spotlight validates the early outcomes and performance of Signify Health.

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Smart Pump/EMR Interoperability 2020: First Look at Customer Satisfaction

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For the first time, adoption of bidirectional smart pump/EMR interoperability is high enough that KLAS can examine customer satisfaction—at least among BD and ICU Medical users on the pump side and Cerner and Epic customers on the EMR side. How well do these four vendors support their customers’ pump/EMR interoperability efforts? Are specific vendor combinations more likely to achieve success? In addition, this report examines what progress (if any) other pump and EMR vendors have made with interoperability development and adoption.

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Clinical Communication Platforms 2020—Advanced User Insights: The Next Step in the Evolution of Secure Communications

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Clinical communication platforms continue to evolve, and the COVID-19 pandemic has put increased emphasis on communication workflows. To learn what is possible and what best practices lead to success, KLAS conducted interviews with healthcare organizations identified by their vendor partners as the most advanced in clinical communication; three to five advanced users were interviewed for each vendor. These organizations are seeing real outcomes, such as improved efficiency, security, and patient satisfaction. The following sections cover what workflows communication platforms are being used for, outcomes achieved, and advanced users’ lessons learned.

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PACS 2020: Ability to Scale Drives Decisions, with an Eye on Enterprise Imaging

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The PACS market is currently an evolving, dynamic space ripe for disruption—many provider organizations are replacing legacy PACS solutions and enterprise imaging (EI) is on the rise. As provider organizations examine potential vendor partners, the following three considerations are top of mind:<ol><li>Are current customers satisfied (and does the vendor deliver consistently regardless of client volume)?</li><li>Can the vendor scale to meet the complex needs of large-volume organizations?</li><li>What is the vendor’s EI strategy and how well can they provide EI guidance?</li></ol>Today, no vendor has proven themselves in all three areas. This report will examine vendor performance in each. 

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ERP 2020: New Energy Reflects Changing Customer Expectations (A Decision Insights Report)

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Recent purchase decisions in the healthcare ERP market (defined by KLAS as financials [GL/AP], HR &amp; payroll, and supply chain management) have been largely dominated by provider organizations looking to move to the cloud. Hoped-for benefits include improved system reliability and security, improved efficiency, and reduced capital investment. But there are challenges with cloud solutions as well, such as poor implementations, limited functionality, and outages and connectivity issues. This report examines 73 ERP purchase decisions made since the beginning of 2019 to determine the reasons behind ERP replacements and new selections. What is most important to provider organizations: technology and innovation, or vendor experience and relationships? Which vendors are gaining momentum, and which are being left behind?

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Unite Us: Emerging Technology Spotlight 2020

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Solutions for social determinants of health (SDOH) are a top-of-mind subject for healthcare decision makers. SDOH vendors work to extend the care of patients beyond the walls of the hospital or clinic to address all the factors that make up a healthy population, including food insecurity, inadequate housing, mental health care, etc. Unite Us differentiates themselves by building robust networks of health and social services in the markets they serve. To date, they have built 55 of these community-based networks and have 40 additional networks in process. This spotlight validates the early outcomes and performance of Unite Us.

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UiPath: Emerging Technology Spotlight 2020

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Robotic process automation (RPA) is not a new concept, but its adoption in healthcare is heating up, with provider organizations looking to RPA to automate/manage inventory levels, support digitization of patient files, optimize appointment scheduling, and process billing and claims. This report looks at UiPath and the early outcomes and satisfaction of some of their healthcare customers.

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Speech Recognition (Front-End EMR) Segment Highlight 2020: Who Has Shown They Can Deliver Promised Technology?

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Overall, customer satisfaction is high with the front-end speech recognition solutions from 3M (MModal), Dolbey, and Nuance. Since performance is high across the board, two key factors become important considerations as organizations decide which solution is right for them: (1) scalability— which vendors have proven able to scale to an organization of our size? and (2) delivery of new technology—which vendors have the ability to not just share plans for the future but actually roll out this technology in a successful way (i.e., install it properly, support it well, and ensure user adoption)? This report explores these key differentiators amid a number of notable market changes.

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Delivering Customer Success in a Time of Crisis, Part 2: Learnings and Insights from Vendor Interviews

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<p>As healthcare organizations have battled on the frontlines to keep the COVID-19 pandemic in check, they have turned to their HIT services and technology vendors for help, seeking expertise and resources, innovative solutions, and flexibility in contracting, deployment, and payment. Many HIT vendors have answered the call and are doing their best to meet customer needs. <strong>Based on interviews with 102 HIT technology vendors and services firms,</strong> this report seeks to share learnings and insights that vendors have gleaned thus far as well as common challenges they have encountered.</p> <p>Our hope is that highlighting these insights will help vendors continue their work of helping healthcare organizations achieve both short-term and long-term success.</p>  <p style="font-size:12px"><em>Note: All vendors who participated in the research will receive a deeper dive into these insights.</em></p>

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Medial EarlySign: Emerging Technology Spotlight 2020

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In 2019, KLAS began sharing research on vendors offering artificial intelligence (AI) based solutions to support better outcomes for patient care. This spotlight focuses on the performance of Medial EarlySign, who was not included in KLAS’ 2019 AI report because of the limited number of customers in this emerging field. 

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Clinical Optimization Services 2020: Who Can Help Pull the Right Levers to Accelerate EMR Value?

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Nearly all healthcare organizations today have implemented an EMR, but many clinicians express dissatisfaction with their system’s workflows and overall usability. This often stems from gaps in training and customization, which aren’t always prioritized during the initial implementation. Regardless of the reason, these issues contribute to poor EMR adoption and clinician burnout. To solve these problems, clinical optimization services firms offer three key levers proven to help organizations realize the promised value of their EMR: (1) workflow refinement, (2) application enhancement, and (3) clinician training.

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Go-Live Support Segment Highlight 2020: Differentiating Firms in a High-Satisfaction Market

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Provider organizations looking for go-live support have many experienced, knowledgeable firms to choose from, but how can they differentiate the good firms from the exceptional ones and ensure their engagement goes as smoothly as possible? Based on the feedback of current clients, this report examines overarching trends in the go-live support market and highlights each firm’s individual strengths and weaknesses.

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Payer Core Administration Platforms 2020: New Decisions & New Life (A Decision Insights Report)

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A core administration platform is the transactional heart of a payer organization—it is used to enroll new members, process and pay claims, and manage product lines and benefits. Many of the products in this market, while needed and typically stable, have been around for decades and are highly customized, hosted on-premises, and often seen as old and complex. Many payers are therefore reluctant to replace these systems because the risks and required effort are so high.<br /><br />But recent buying activity suggests the payer core administration platform market is seeing revitalization. Triggered by the opportunities and challenges of payment reform and value-based care, payers are looking ahead and starting to bid for new vendor partners. <br /><br />KLAS spoke with 30 payer organizations who are making or have recently made purchase decisions, and they shared their candid feedback and insights regarding what vendors they have considered, selected, and/or replaced. These interviews reveal new energy and life in a market long overdue for change—in terms of both product and service delivery. 

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Complex Claims Services 2020: Bringing Knowledge and Skills to the Claims Market

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Some healthcare claims are harder to manage than others—in particular, out-of-state Medicaid, motor vehicle accident, VA, and workers’ compensation claims. In order to focus their resources on other claims, provider organizations often contract on a contingency basis with specialized firms who have ample experience handling one or more of these complex claim types. Typically, these firms achieve higher paid-claim rates and cash recovery than organizations would on their own. This report is meant to help provider organizations find the right firm for them by examining which firms manage which types of claims and how well each firm performs for clients. 

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Aquity Solutions: Emerging Technology Spotlight

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

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Healthcare EMR AI 2020: A Closer Look at EMR Offerings

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Previous KLAS research on artificial intelligence (AI) in healthcare examined customer satisfaction with AI-focused vendors. However, as provider organizations develop go-forward AI strategies, they want to know: What capabilities are available from the solution that represents their organization’s largest HIT investment—their EMR? To answer this question, this report investigates what EMR vendors are doing in the world of AI.

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Global (non-US) EMR Market Share 2020: Regional Vendor Energy Rising

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2019 saw a marked uptick in EMR purchases in nearly every region of the world. Total decisions increased by more than 50%, for a total of 224 contracts involving 565 facilities. Large regional or group decisions shaped the landscape in Canada, Europe, and the Middle East. Regional solutions’ energy increased as purchasing accelerated in regions where multiregional vendors lack a strong presence or haven’t recently excelled.

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COVID-19 Telehealth Guide: Solidifying a Telehealth Strategy

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Use of telehealth technology, which until recently had been increasing at a gradual but steady pace, has sharply accelerated in the midst of the COVID-19 outbreak. Relaxed privacy and reimbursement regulations have—at least temporarily—removed some significant barriers to providing this type of care, and with healthcare organizations looking to reduce face-to-face visits, many are either deploying telehealth technology for the first time or expanding their current offerings. This resource—the first of two COVID-19 focused telehealth reports—aims to provide high-level guidance helpful to organizations as they make immediate decisions and also solidify long-term telehealth strategies. It includes high-level overviews of validated vendors’ current customer satisfaction, key questions to consider in building a strategy, and a consolidated view of KLAS’ previously published telehealth reports.

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Clinical Decision Support 2020: Progress and Innovations in CDS

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In an ideal world, clinicians would be able to practice medicine unencumbered by unnecessary restraints, including those created by the technology designed to assist them. With this goal in mind, approaches to and technology for clinical decision support (CDS) have been evolving, from passive and reactive to predictive and proactive.

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Patient-Driven Groupings Model (PDGM): Flash Insights Report 2020

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The new Patient-Driven Groupings Model (PDGM) proposed by Medicare went into effect January 1, 2020. Now that the dust has settled, KLAS reached out to home health organizations to understand how this change has impacted their operations. 52 agencies responded, sharing insights into how smooth or disruptive the transition was, how helpful home health vendors have been, and how the new model has impacted the bottom line.<br /><br />Note: The majority of responses came from agencies using Axxess, Brightree, Epic, Homecare Homebase, Netsmart, or WellSky.

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US Hospital EMR Market Share 2020: Shifting Perspectives Among Large and Small Hospitals

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In 2019, EMR purchase decisions in the private sector had a dramatic impact on Cerner, MEDITECH, and the small-hospital market, with Epic continuing to amass market share.

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Ambulatory RCM Services 2020: Dynamic Market Changes and New Players

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Amid recent market changes, including multiple acquisitions and divestments, the ambulatory RCM services landscape is evolving. This report highlights both the core EMR vendors who offer ambulatory RCM services and some disruptive new entrants—solution-agnostic (i.e., third-party) players who are gaining significant traction and, in some cases, raising the bar for customer satisfaction.

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Caregility: Emerging Technology Spotlight 2020

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

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Delivering Customer Success in a Time of Crisis, Part 1: Guide for Vendor Success during COVID-19

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<p>To support the healthcare community in this time of crisis, KLAS recently published a solutions guide highlighting various technologies and services healthcare organizations can use in the fight against COVID-19. Approximately 200 HIT companies and services firms are represented in the guide. While vendors have taken a positive step in making these solutions available, an organization’s success with any given offering will be determined in no small part by the vendor’s ability to deliver. KLAS feels our broad perspective on customer experience can help both healthcare organizations and vendors be successful in tackling COVID-19.</p><p>To that end, this white paper examines three areas in which vendor delivery, if not done correctly, can potentially damage customer relationships and prevent customers from achieving long-term success. These red flags are based on customer feedback about how vendors are responding to the current crisis and on general best practices KLAS has identified in over 20 years of customer experience research.</p><p>Our hope is that highlighting potential pitfalls and best practices will help vendors, who have already moved mountains to help the industry, continue their work of helping healthcare organizations achieve short-term and long-term success.</p><p style="font-size:12px"><em>Note: All current KLAS members will receive a deeper dive into these insights during their yearly executive session.</em></p>

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Technical Services 2020: A Tip-of-the-Spear Look at a Growing Market

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Say what you want about meaningful use, but its success in spurring EMR adoption is hardly debatable. A wealth of healthcare data has now been captured electronically, but if it is to optimize patient care and provider collaboration, it must be available in a useful, accessible format. A broad range of technical skills are needed to convert data and integrate clinical applications, analytics tools, and other platforms. For help in this area, many provider organizations turn to the technical expertise of services firms. This report—focused on an initial subset of these firms (see below)—examines performance and capabilities in a market that sees high satisfaction overall.

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Healthify: Emerging Technology Spotlight 2020

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

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Aunt Bertha: Emerging Technology Spotlight 2020

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

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Behavioral Health EMR 2020: Struggling Market Sees Some Changes in Satisfaction

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Organizations using behavioral health EMRs report some of the lowest satisfaction scores of any market segment KLAS rates. While there is still broad need for improvement across vendors, the last year has seen significant shifts—some vendors have stepped up and improved their delivery, while others have seen significant drops in customer satisfaction. What factors are driving these changes?

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COVID-19 Technology & Services Solutions Guide

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<p>To our provider friends:</p><p><strong>You need solutions and you need them fast.</strong> We have asked the vendor community to share what they are doing/can do to help your organizations in this crisis. Given the short time frame, KLAS has not validated any of these claims.</p><p>We will not waste time with a long introduction—we just hope this helps you. Good luck in the weeks ahead. Reach out to your KLAS representative if we can help you. Thank you for bearing the weight of this crisis. We deeply appreciate your sacrifices.</p><p>—The KLAS Team</p>

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Phynd: Emerging Technology Spotlight 2020

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

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

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

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Blockit: Emerging Technology Spotlight 2020

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

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Augmedix: Emerging Technology Spotlight 2020

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

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

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

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Suki: Emerging Technology Spotlight 2020

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

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NowPow: Emerging Technology Spotlight 2020

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

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Artificial Intelligence in Imaging 2020: Shifting Mindshare

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

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Patient Perspectives on Patient Engagement Technology 2020

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

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

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

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