Trusted Industry Reports

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

 
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Features

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

Easy to digest

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

Key findings and analysis from in-depth peer interviews

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

Advice and insights from actual healthcare professionals

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

Recently Published Reports

Check out the latest industry trends

US Digital Pathology 2022: Early Adopters Lead the Charge in an Emerging Market

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Digital pathology for primary diagnosis is nascent in the US, but it is primed for rapid growth, similar to what is currently being seen in Europe (see <a href="https://klasresearch.com/report/global-digital-pathology-2019-what-you-need-to-know-to-get-started/1349"><u style="color:#4c8bc9">KLAS’ report on global digital pathology</u></a>). In anticipation, many technology vendors are vying for a foothold in the US, leading to a highly varied landscape. In partnership with the Digital Pathology Association (DPA), KLAS surveyed 55 provider organizations (including hospitals, health systems, academic health centers, and reference labs) to assess the state of digital pathology among pioneers in the US and determine which vendors are gaining traction. 33 of the interviewed organizations are live with digital pathology; the rest are currently implementing or making plans for the future.

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Finvi Artiva HCx: Optimizing Insurance and Self-Pay Results through Automated Workflow and Performance Management

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Healthcare organizations continue to search for opportunities to improve margins by optimizing revenue cycle operational efficiencies. Finvi, formerly known as Ontario Systems, offers the Artiva HCx platform as a solution for efficiently managing insurance and selfpay receivables. The product includes key workflows and reporting analytics designed to streamline and automate processes. This report will examine customers’ experience and satisfaction with Artiva HCx.

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Investor Newsletter September 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Understanding Burnout: A Collaboration between KLAS and the Healthcare Logistics Think Tank

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Over 50% of clinicians experience at least one symptom of burnout, a problem that has been exacerbated by the COVID-19 pandemic. This paper explores some of the key drivers of burnout as well as strategies for reducing it.

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International Summit 2022 White Paper: Focusing on EHR Optimization & Lessons Learned Post-Pandemic

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In June 2022, KLAS hosted our International Summit in Porches, Portugal. In attendance were 94 individuals from provider and HIT vendor organizations across the globe. Discussions occurred over the course of two days: the first day focused on EHR optimization and highlighted findings from organizations that have measured with the KLAS Arch Collaborative, and the second day focused on lessons learned from the COVID-19 pandemic and how those lessons can influence future innovation and partnerships among healthcare organizations, vendors, and investors. This white paper examines investment priorities among healthcare organizations worldwide, summarizes the discussions from the summit, and shares attendees’ collective insights.

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Chi-Matic Revenue Cycle Services: First Look 2022

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The financial climate in healthcare has pressed many revenue cycle teams to do more with less, but many struggle with staffing and the deep technical expertise needed for revenue cycle optimization. An organization’s financial health requires a holistic approach that includes expertise in revenue cycle and healthcare software and processes. This is where firms like Chi-Matic (a primarily Epic-focused firm) step in. This report evaluates the experiences of provider organizations that have used Chi-Matic’s revenue cycle services.

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2022 KLAS Emerging Solutions Top 20

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The partnerships that healthcare organizations make with technology vendors and services firms drive outcomes for years to come, and amidst a flood of new technologies, amazing potential partners can be missed. For the first time, KLAS has asked 16 prominent members of the healthcare community with broad HIT expertise to read 42 KLAS reports on emerging technology and rate their perception of the solutions based on their potential to impact the Quadruple Aim of Healthcare: to improve outcomes, reduce the cost of care, improve the patient experience, and improve the clinician experience. This report (1) ranks these emerging solutions by their ability to disrupt the healthcare market and (2) provides insights from participating healthcare leaders into what innovation themes organizations should be aware of as they seek to provide the best patient care.

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CMS Payer Interoperability 2022: An Early Look at Purchase Decisions and Vendor Performance in a New Market

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CMS recently issued a new regulation stipulating that CMS-regulated payers must be able to securely store and share patient data under the HL7 FHIR standard. To achieve this, organizations use CMS payer interoperability products, which usually provide capabilities such as patient access APIs, provider directory APIs, and payer-to-payer data exchange. Health plans and state agencies are evaluating how well technology vendors’ existing or newly developed solutions can help them stay compliant with the new CMS requirements. This report is KLAS’ first to validate the purchase decisions and customer experience of some of the vendors in this area.

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Payer Claims & Administration Platforms: 2022 Vendor Guide

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Value-based care models have created widespread recognition among health plans that flexible technology is a must, while the need to be more member-centric and digitally focused is driving a desire for better integration between claims platforms and other payer HIT applications. This vendor guide is intended as a simple starting point for health plans and TPAs investigating payer claims and administration platforms. The guide is limited only to vendors with commercial software solutions (services firms are not covered) and includes all vendors known to KLAS as of July 2022.

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Aideo Technologies Autonomous Coding 2022: Emerging Technology Spotlight

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Autonomous coding solutions aim to help healthcare organizations mitigate staffing concerns in a competitive market, increase efficiency, and reduce overhead. Aidéo Technologies’ solution uses machine learning and natural language processing to autonomously code encounters, while streamlined workflows in a coding portal enable manual coders to process encounters that could not be autonomously coded. This report examines customers’ experiences and satisfaction with the Aidéo Technologies solution.

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Post–Acute Care EMR Product Suites 2022: Vendors’ Progress toward an Enterprise Offering

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Most providers in post–acute care settings want technology built for their specific area, but they face challenges with interoperability, analytics, value-based reimbursements, and care coordination. Increasingly, organizations are looking for vendors that can meet all their post–acute care needs. Several vendors are answering the call, despite the highly varied, unique challenges associated with each care setting. This report examines what solutions are offered, how they are being adopted, and how well they meet setting-specific functionality needs (particularly for home health and LTC/SNF). The report mainly focuses on vendors specific to post–acute care but also provides a brief look at the post–acute care solutions of enterprise acute care EMR vendors.

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Microsoft Cloud Technologies in Healthcare 2022: Part of a Public Cloud Providers Series on Adoption and Early Performance

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While still early, healthcare is gaining momentum in the move to the cloud. Today, most providers and payers are at least using SaaS technologies, and many are actively exploring other areas of their IT environment that make sense to move to the cloud. This report—the second in a series examining healthcare customers’ experiences with public cloud providers—focuses on healthcare-specific deployments of <strong>Microsoft Cloud Technologies</strong>, especially Microsoft Azure, which is receiving strong market interest. KLAS previously published research on <a href="https://klasresearch.com/report/aws-in-healthcare-2021-part-of-a-public-cloud-providers-series/1902">AWS</a> and plans to publish future research on Google Cloud Platform (GCP). For this study, KLAS spoke to eight healthcare organizations (during late 2021 and early 2022) identified by Microsoft as leading cloud customers. This study is meant to help organizations considering Microsoft Cloud technologies understand their current use, the overall customer experience, and the impact of the solutions. <br><br> <span style="font-size: .85em;">Note: In October 2021, Microsoft Cloud for Healthcare became generally available; this solution was not specifically targeted in this research.</span>

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Security & Privacy Consulting Services 2022: Who Exceeds Expectations in This High-Performing Market?

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Cybersecurity attacks are on the rise, and healthcare organizations are especially at risk. Security vulnerabilities can lead to financial penalties imposed by OCR, damaged organization reputations, and the increased risk of patient safety and data being compromised. To reduce vulnerabilities, organizations often bring in outside consulting firms that specialize in enhancing security and data privacy measures in healthcare. This report examines several such firms (and one cross-industry firm) to determine who effectively assists in reducing risk, engages closely with clients, and exceeds expectations.

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Cardiology 2022: Which Vendors Are Holding Ground in This Volatile Market?

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Healthcare organizations have steadily invested in cardiology solutions despite the COVID-19 pandemic, and structured reporting continues to be top of mind in their search for a vendor to unify cardiology modalities and imaging overall. Over 25% of the 183 interviewed organizations are actively planning to replace their current vendor or would do so if given the option, leading to a dynamic, volatile market where no one vendor consistently leads in customer satisfaction. This report (1) examines the breadth of customer-reported structured reporting adoption and customer satisfaction to help organizations determine which vendors can best meet their needs and (2) provides an update on customer satisfaction with hemodynamics solutions. <br><br> Note: For this report, a respondent organization had to be live with structured reporting in at least one module for their perspective to be included.

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The MDClone ADAMS Platform: Emerging Technology Spotlight 2022

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Clinicians and other providers face the challenge of accessing accurate digitized data to improve research on most effective clinical practices of patient care while protecting patient privacy. An effective care plan requires a collaborative effort of clinicians providing care, researchers who understand the data, and a leadership team who is able to identify areas of improvement. The MDClone ADAMS Platform democratizes data for all users while protecting patient privacy by using synthetic data. This report seeks to validate MDClone’s customer experience.

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Imprivata Digital Identity Platform 2022: Benefits & Challenges of Deep Adoption

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Amid a changing workforce and mounting security pressures, healthcare organizations recognize the growing need for a holistic approach to managing digital identities. The development and adoption of HIT solutions capable of enabling a holistic strategy are in an early state, with most organizations leveraging multiple vendors to manage things such as identity, access, and compliance. <a href="https://klasresearch.com/report/identity-and-access-management-2020-healthcare-looks-well-beyond-sso-a-decision-insights-report/1449"><u style="color:#4c8bc9">Previous KLAS research</u></a> found that Imprivata—whose single sign-on solution has a large healthcare footprint—is currently the only vendor to offer a broad digital identity platform. Building on that research, this report explores the potential benefits and challenges of deeply adopting Imprivata’s offerings. Insights come from in-depth interviews with 6 organizations identified by Imprivata as “deep adopters” as well as from 15 organizations within the vendor’s broader customer base (referred to in this report as “general adopters”). Other vendors will be evaluated as their solutions expand to offer broad capabilities.

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Investor Newsletter August 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Optum/Change Healthcare Merger: Customer Insights 2022

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<p style="margin-top: 10px; background-color:#77945b; padding:15px; color:#ffffff;">In January 2021, Optum announced their intentions to acquire Change Healthcare. The merger remains unfinalized, however, as the US Department of Justice blocked the deal in February 2022 due to anticompetition concerns—such a merger would give UnitedHealth Group, Optum’s parent company and the nation’s largest insurer, access to rivals’ sensitive data. The legal proceeding is ongoing and scheduled to go to trial August 1, 2022. This report shares Optum and Change Healthcare customers’ reactions to the merger and their perceptions of its impact. Between March 2021 and April 2022, KLAS interviewed 48 individuals from 46 unique organizations; of these respondents, 9% are Optum customers, 56% are Change Healthcare customers, and 35% are customers of both vendors.</p>

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Intelligent Locations INTRAX (Hardware & Software): Emerging Technology Spotlight 2022

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Healthcare organizations aim to utilize RTLS solutions to optimize operations, reduce overhead, and improve patient safety through the accurate tracking and monitoring of assets and people. Intelligent Locations offers RTLS software and hardware that combines tracking technology and AI within its system. The product can be used for various use cases, including asset tracking, patient tracking, staff safety, environmental monitoring, and contact tracing. This report examines customers’ experience and satisfaction with the INTRAX solution and hardware.

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Forcura: First Look 2022

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For post–acute care providers, there is a premium need for the streamlining of the patient referral process, digital management of required patient documents, eSignatures on orders from physicians, secure messaging between the home office and nurses in the field, and analytics tools that drive efficiency gains. Home health agencies and other post–acute care customers will find all of these things in Forcura’s suite of offerings. This report seeks to validate customer adoption and satisfaction across a number of categories.

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CMS Payer Interoperability: 2022 Vendor Guide

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To enable patients to securely transfer their data from payer to payer as their coverage changes, new mandates dictate that CMS-regulated payers must be able to securely exchange patient data. Several technology vendors are available to help health plans and state agencies comply with these interoperability requirements, providing capabilities such as patient access APIs, provider directory APIs, and payer-to-payer data exchange. This vendor guide is intended to help health plans and TPAs understand the vendor technology options; it includes those vendors known to KLAS as of July 2022.

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Enterprise Imaging Summit 2022 White Paper: Avoiding Long-Term Challenges through Sensitive Image Management & Effective Remote Work

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Since 2017, KLAS has hosted four separate summits on enterprise imaging (EI), each time bringing together healthcare executive thought leaders to discuss EI issues and define guidelines. The insights gleaned from these summits represent the combined wisdom of some of the industry’s top EI experts. This white paper summarizes the discussions from the most recent summit held in May 2022. The following sections are included: <ul> <li>A definition of enterprise imaging</li> <li>Keys to success outside of technology, including strategies for (1) safely managing sensitive images within an enterprise imaging infrastructure and (2) navigating enterprise imaging in a post-pandemic world</li> </ul>

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Enterprise Imaging Guidebook 2022: A Comprehensive Guide to Developing an Enterprise Imaging Strategy

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<p>Since 2017, KLAS has hosted four separate summits on enterprise imaging (EI), each time bringing together healthcare executive thought leaders to discuss EI issues and define guidelines. The insights gleaned from these summits represent the combined wisdom of some of the industry’s top EI experts.</p> <p>This white paper summarizes the discussions from the most recent summit—held in May 2022—and also pulls in findings from previous summits to form a succinct EI guide intended to help provider organizations on their enterprise imaging journey. The following sections are included: </p> <ul> <li>A definition of enterprise imaging and an outline of the functionalities required for a strong enterprise imaging strategy</li> <li>Advice for the RFP process</li> <li>Best practices for workflow, governance, and vendor delivery</li> <li>Keys to success outside of technology, including strategies for (1) safely managing sensitive images within an enterprise imaging infrastructure and (2) navigating enterprise imaging in a post-pandemic world</li> </ul>

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Middle East Telehealth 2022: A First Look at Virtual Visit Technology

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At the onset of the COVID-19 pandemic, provider organizations around the world adopted telehealth technology or greatly expanded its use seemingly overnight in order to keep patients and healthcare staff safe while still in communication. Since then, virtual visits have become a mainstay in the Middle East, as in other regions. <br><br> All interviewed customers in the Middle East report high satisfaction with their virtual visit technology (either virtual care or video conferencing platforms), though specifics of the customer experience do vary across vendors. This telehealth report—KLAS’ first to focus on a specific region outside the US—examines how non-EMR-affiliated virtual visit solutions differ across key metrics (including product usability, implementation and training, and vendor partnership) and also summarizes common EMR vendors and their approaches to virtual visits.

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ScribeAmerica Speke: Emerging Technology Spotlight 2022

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Staffing shortages and physician burnout from overwork are growing concerns for hospitals and health systems. In the wake of the COVID-19 pandemic and ongoing demands on clinicians, innovative solutions that help clinicians shift away from the computer and back to the bedside are more important than ever. This report seeks to validate the experiences of healthcare organizations using Speke, an ambient AI scribe created by ScribeAmerica.

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VoiceFriend: First Look 2022

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Clinical communications solutions, initially aimed at tackling HIPAA compliance concerns, have grown to cover many workflows and use cases around communication in healthcare organizations. VoiceFriend is one of these solutions, and it is specifically tailored for organizations providing care to seniors—such as skilled nursing, assisted living, or memory care facilities. In these settings, communication between residents’ loved ones and caregivers is an essential part of their stewardship and care. This report details the experience of organizations using the VoiceFriend platform.

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Surfacide Helios UV-C System: First Look 2022

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The development of antibiotic-resistant bacteria is a significant problem for all healthcare facilities. The Surfacide Helios UV-C System, which is used for low-level disinfection, is used in unoccupied environments to provide line-of-sight disinfection to nonporous surfaces through UV-C.<sup>†</sup> This report examines customers’ experiences using Surfacide’s Helios UV-C System. <br> <br> <style="font-size: 0.85em; color: #858d96;">† The system is an adjunct to currently existing and recommended cleaning practices and is not intended as a replacement for or modification to such practices.

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Payer/Provider Summit 2022 White Paper: Bringing New Energy and Direction to Payer/Provider Collaboration

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An estimated $250 billion is wasted annually in avoidable healthcare administrative costs. Though many payer and provider organizations have resigned themselves to a lengthy process of managing authorizations, denials, and claim adjudication, both dream of a world where value-based care (VBC) puts payers and providers on the same page, with patients as their central focus. The goal of KLAS’ K2 Collaborative (aka the Payer/Provider Initiative) is to facilitate trust, collaboration, and alignment among payers, providers, and vendors in an effort to reduce friction and financial waste. To help realize this goal, KLAS hosted our second payer/provider summit in May 2022, which was attended by 104 leaders from across the healthcare industry.

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Investor Newsletter July 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Remote Patient Monitoring 2022: Growing Energy and Early Outcomes

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Remote patient monitoring (RPM) solutions have the potential to give healthcare organizations the data they need to offer interventions, improve outcomes, and reduce the cost of care (e.g., by limiting ED visits and hospitalizations). Energy is high, especially among large organizations, and RPM investment is growing. Today, the technology market is highly fragmented, and the future depends on the ongoing reimbursement landscape. This report details healthcare organizations’ plans for RPM, the vendors they are using or considering, and what organizations need from their vendors to maximize the technology’s clinical impact. <br> <br> <style="font-size: 0.85em; color: #858d96;">For the purposes of this report, remote patient monitoring technology is defined as solutions that acquire, transmit, or store patient health information outside of conventional clinical care settings, most often in the patient’s home.

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Telehealth Performance 2022: What Is the State of Telehealth Post-Pandemic?

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At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published <a href="https://klasresearch.com/report/patient-perspectives-on-patient-engagement-technology-2022-identifying-opportunities-to-align-patient-organization-and-vendor-priorities/1829"><u style="color:#4c8bc9">report on the patient perspective</u></a>), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.

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Global (Non-US) EMR Market Share 2022: The Impact of the Pandemic’s Second Year

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2021 was an active year for EMR purchasing despite the continued impact of the COVID-19 pandemic. Over 150 provider organizations outside the US signed an EMR contract in 2021, covering 31 different vendors and impacting over 430 hospitals. While total decisions were lower in 2021 than in any other of the last five years, the number of beds impacted was above average thanks to a number of larger organizations making EMR purchase decisions. Europe remains the most active region, though Africa and Asia both saw increased purchase energy from 2020. The pandemic continues to hinder EMR decisions most in Oceania and Latin America (especially Spanish-speaking countries).

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Europe PACS 2022: Technology & Partnership Crucial in Evolving Market

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The PACS market in Europe is evolving. To unify care delivery, many countries are pushing for HIT consolidation across regional groups of hospitals. At the same time, healthcare organizations are increasingly looking to expand their imaging strategies outside of radiology to bring together more departments and facilities at an enterprise level. This report leverages the perspectives of 199 individuals representing 168 unique organizations across 25 European countries to determine which PACS vendors are delivering the technology and partnerships needed to drive imaging progress in Europe.

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Midsize/Large Ambulatory EMR 2022: Healthcare Organizations’ Hierarchy of Needs

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Technology needs are constantly evolving in healthcare, yet vendor development efforts may not always align with provider organizations’ top priorities. To better understand what these priorities are in midsize and large ambulatory practices (11+ physicians), KLAS interviewed <strong>over 500 respondents</strong> from such organizations regarding the areas most in need of improvement from their EMR vendor.

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Multiview: First Look 2022

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Many healthcare organizations, especially smaller community institutions, struggle to find effective enterprise resource planning (ERP) solutions at an affordable cost. Multiview Financial Software seeks to provide easy-to-use, comprehensive financial applications for healthcare organizations of all sizes. This report examines customers’ use of and satisfaction with Multiview ERP and its primary functionalities, which include core accounting, business insights, business automation, and inventory management capabilities.

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Patient Communications Landscape 2022: Leveraging Communication Tools to Drive Outcomes

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As patients’ expectations have evolved and provider organizations’ technology has matured, the need for quick, easy, ongoing patient/provider communication has become even more prevalent. It is often no longer sufficient to merely push communications to patients (e.g., appointment reminders). This study examines and defines the current landscape of patient communications solutions—including how they are used; how easy they are to set up, customize, and use on an ongoing basis; and what outcomes they are helping organizations to achieve.

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Surescripts Interoperability Solutions (Vendor Customers): First Look 2022

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Surescripts has been well known in the industry for their ePrescribing work for many years. What is not as well known is that they have capabilities to help with other interoperability challenges their customers face, including locating records, getting patient event notifications, and using Direct messaging. This report highlights what capabilities customers have been able to use as well as what their experiences have been. The customers highlighted in this report are vendors with solutions that leverage Surescripts’ interoperability capabilities.

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SocialClimb: Emerging Technology Spotlight 2022

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Improving access to quality provider organizations is imperative for all patients. Many patients use online reviews to select provider organizations, so in order to attract clients, physicians need to improve their online reputation and deliver targeted advertisements to the right patients. SocialClimb’s HIPAA-compliant marketing software assists provider organizations with their online presence and physician accessibility and enables them to measure the ROI from their marketing efforts. This report examines customers’ experience with the SocialClimb solution.

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Neudesic, an IBM Company, Technical Services: First Look 2022

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Provider organizations require a broad range of technical skills to help them manage mergers and acquisitions and the acceleration of healthcare’s digital transformation. To help already strained IT departments, many provider organizations turn to services firms for project-based implementation services and infrastructure and application management. This report evaluates the experience of healthcare organizations that have used technical services offered by Neudesic, an IBM company.

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PwC SMART: First Look 2022

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Medical billing errors are alarmingly frequent and cause large financial tolls for all in healthcare. It can be resource intensive for provider organizations to address these errors on their own, but as healthcare costs rise, it is imperative to prevent and correct coding errors. PwC seeks to address the issue through SMART, a prebilling solution that helps automate coding quality and regulatory compliance. This report evaluates the experience of provider organizations using SMART.

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Data Archiving 2022: In a Competitive Market, Who Is Being Selected and Why? (A Decision Insights Report)

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Data archiving solutions—which allow organizations to archive and access historical data from retired legacy software—continue to be in high demand. For the first time, KLAS has validated organizations that are replacing their existing archive solutions as they seek to consolidate archives, cut costs, and identify systems that can meet their needs for various types or volumes of data. To better understand what factors are influencing purchase decisions in this market with no clear leader, this report examines 23 recent or upcoming data archiving purchase decisions validated by KLAS between January 2020 and December 2021. For additional context, satisfaction data from current customers is also included. It should be noted that the decisions in this report are not representative of all data archiving purchase decisions made in the last several years.

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Cerner Soarian Financials Pulse Check 2022:Understanding Soarian Financials’ Performance as a Possible Indicator of RevElate’s Success

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In October 2021, Cerner introduced RevElate as their go-forward patient accounting platform instead of Cerner Patient Accounting (CPA). According to Cerner, RevElate will be built on elements of both CPA and Soarian Financials. The number of Soarian Financials customers has decreased over the years, and because the solution was never Cerner’s go-forward platform, KLAS has not actively collected research on it for several years. However, since the RevElate announcement, organizations have wondered whether the Soarian Financials customer experience is a possible indicator of the RevElate customer experience. This report—the second in a series of Cerner-focused reports—examines the state of Soarian Financials today, based on data collected from customers over the past 24 months with an emphasis on interviews conducted since the RevElate announcement. In future research, KLAS intends to collect perceptions from additional Cerner customers and validate the impacts customer organizations have seen from Cerner’s recent changes.

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Drug Diversion Monitoring 2022: What Outcomes Are Provider Organizations Achieving?

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Drug diversion monitoring continues to be a top area of interest for pharmacy departments across the US as they seek to understand which products can effectively identify non-compliant behavior and otherwise unknown diverters. This report—KLAS’ first to analyze the performance of several vendors in this area—looks at which vendors are consistently delivering guidance, analytics, and insights that help organizations identify and prevent drug diversion. In addition, this report examines the outcomes provider organizations are achieving and how well vendors follow through on commitments.

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CareRev: Emerging Technology Spotlight 2022

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Healthcare organizations are consistently looking for solutions that address the continuous struggle with staffing shortages. CareRev provides an alternative to traditional travel contracts in the form of a web-based marketplace platform, which enables users to efficiently fill open shifts by hiring local, prequalified healthcare professionals. This report validates the outcomes seen by CareRev ’s customers and examines their satisfaction with the product.

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Complex Claims Services 2022: Who Delivers Consistent Results?

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To process complex claims (specifically, claims for motor vehicle accidents, VA, workers’ compensation, and out-of-state Medicaid), provider organizations must make significant time and resource investments. By hiring specialized firms with the knowledge and experience to handle complex claims, organizations can increase revenue, decrease the cost to collect, and reduce A/R days while saving resources. Contingency-based pricing—which is typical for the market—also makes engaging with these firms fairly low risk. This report examines the performance of each complex claims services firm across different claim types and details their delivery of outcomes and strength of client relationships.

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Investor Newsletter June 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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EMR-Centric Virtual Care Platforms 2022: Provider Insights on a Rapidly Evolving Market (Report 2 of 2)

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Virtual care has been a roller coaster for healthcare organizations in the last few years—from minimal uptake in the face of reimbursement barriers, to the COVID-19 rush in demand and availability, to hastily implemented and developed IT solutions, to a recent return to more-standard care delivery, and now the re-examination of go-forward strategies. This report shares how EMR-centric virtual care platforms perform today and what provider organizations have planned for the future.

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MD Revolution RevUp: First Look 2022

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Healthcare organizations are increasingly needing to provide wraparound care and attention to a large number of patients outside of office visits, often in remote settings. They want to be able to track patient conditions, offer interventions, and improve outcomes while minimizing the workload of clinical staff and maintaining financial viability. This report is a first look at MD Revolution’s care management platform, RevUp, which assesses, manages, and monitors patients—thereby assisting care managers and proactively encouraging remote patient engagement.

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Biofourmis: Emerging Technology Spotlight 2022

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Remote patient monitoring solutions offer providers the ability to track patients’ conditions throughout their day-to-day life rather than only during in-office encounters. Their goal is to improve clinical outcomes (by enabling early intervention and preventing further complications) and reduce the cost of care (by lessening ED visits and hospital admissions). This report offers a first look at Biofourmis, whose remote patient management platform aims to improve clinician workflows, patient engagement, and care, as well as lower the cost of care.

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LeanTaaS iQueue for Operating Rooms: Emerging Technology Spotlight 2022

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Maximizing operating room (OR) utilization can be very difficult for healthcare organizations to achieve, leading to the misuse of valuable time and loss of potential revenue. The LeanTaaS iQueue for Operating Rooms solution provides real-time data, as well as block and open time management tools, to help perioperative leaders improve margins by optimizing staff, equipment, and capital utilization. This report aims to explore customers’ experiences and satisfaction with iQueue for Operating Rooms.

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Codoxo Forensic AI Platform: Emerging Technology Spotlight 2022

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Each year, billions of dollars are put toward healthcare, yet much of it is lost to fraudulent claims and bad payments. To help payer organizations control costs, Codoxo’s Forensic AI Platform provides actionable insights that identify existing or emerging fraud, waste, and abuse (FWA) issues. This report looks to validate the Codoxo customer experience.

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Patient Perspectives on Patient Engagement Technology 2022: Identifying Opportunities to Align Patient, Organization, and Vendor Priorities

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The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ <a href="https://klasresearch.com/report/patient-perspectives-on-patient-engagement-technology-2020/1670"><u style="font-color:#4c8bc9">previous report on the patient perspective</u></a>, we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.

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Virtual Scribing Services 2022: An Initial Look at Outcomes Driven by Remote Scribes

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Since the onset of COVID-19, the adoption of virtual scribing services has accelerated among provider organizations, driven largely by the need to ease documentation burdens, alleviate physician burnout, and limit the number of staff members present during a patient examination. To help organizations understand how virtual scribes can address these challenges, this report—KLAS’ first to focus on virtual scribing services—examines the client experience of two frequently used firms and shares client recommendations.

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HealthTalk A.I.: Emerging Technology Spotlight 2022

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Healthcare AI data science solutions are transforming healthcare with the goal of providing better care quality to patients and improving administrative and operational efficiency for clinicians and staff. This report examines HealthTalk A.I.’s AI-assisted patient engagement tool, which aims to improve patients’ access to care and improve communication between healthcare organizations and patients by identifying care gaps, coordinating care, and automating scheduling.

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Investor Newsletter May 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Points of Light 2022 Case Study 14: Holistic View of Patient Data Enables Better Identification of and Care Management for High-Cost Patients Under Capitation

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The stakeholders in this case study collaborated to bring together clinical and claims data in one holistic view of the patient. This data is used to identify high-cost or high-risk members covered by capitated contracts so that these individuals can be referred to Baton Rouge General Medical Center’s comprehensive care clinic. The care management provided by the clinic is designed to optimize health outcomes and reduce costs.

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Points of Light 2022 Case Study 13: Collaboration Creates More Automated Prior Authorization for Orthopedic Practices

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To combat a prior authorization process that was burdensome to patients, providers, and payers, the stakeholders in this case study worked together to provide a more automated process and incorporate suggested care plans into the provider workflow. The stakeholders kept the patient as the center of their focus, and the collaboration has not only led to faster access to care for patients but also reduced the administrative burden for the payer and provider organizations.

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rater8: First Look 2022

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In competitive healthcare markets, provider organizations continue to seek ways to differentiate themselves. With growing capabilities to help patients find clinicians and access care, provider organizations are turning to tools that help manage their online reputations. This report will look at rater8 and its unique capabilities to help providers stand out online and organize customer feedback. KLAS will validate customer outcomes and share organizations’ insights on their current experiences and how expectations are being met.

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Points of Light 2022 Case Study 12: ePA and RTPB Technology Used to Reduce Unnecessary Prior Authorizations, Increase Price Transparency

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Lack of patient-level insurance coverage data at the point of care can add to the administrative burden for provider organizations, pharmacy benefit managers, and payers and lead to high prescription costs for patients. The technology in this case study helps reduce these issues by confirming whether prior authorization is needed and embedding patient-specific formulary information into the prescriber’s workflow. The results have been a win for all stakeholders involved.

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Go-Live Support 2022: Matching the Right Firm to Your Implementation Needs

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Firms that provide go-live support for HIT implementations continue to consistently deliver high client satisfaction. Across the board, these firms are highly skilled and knowledgeable, making it rare for healthcare organizations to report a poor experience. Instead of asking which firm provides high-quality go-live support, organizations must decide which firm is the best fit for their organization.

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Points of Light 2022 Case Study 11: Bidirectional Data Exchange Leads to Increased Ability to Close Care Gaps

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As the industry shifts to value-based reimbursement, everything revolves around quality of care. And providing a high quality of care requires increased collaboration and data exchange between payer and provider organizations. In this case study, SC House Calls’ EMR vendor used FHIR APIs to create and automate a closed-loop exchange of clinical data between the organization and Humana. Outcomes of this collaboration include reduced administrative burden, improved clinical outcomes, and improved provider satisfaction.

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Points of Light 2022 Case Study 10: Prior Authorization for Imaging Automated Via CDS Technology

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UVA Health realized that the government-mandated clinical decision support they used when placing imaging orders for Medicare patients could potentially be leveraged to expedite the prior authorization process while also improving providers’ imaging order patterns. As a result, the organization partnered with Change Healthcare and one of their commercial payers to leverage the clinical decision support mechanism for non-Medicare patients and expedite the prior authorization process, leading to significant benefits for patients, ordering providers, and the payer organization.

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Interoperability Summit 2022

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Interoperability has been a focus in healthcare for years, yet progress toward any goal is difficult without consistent, impartial measurement. On February 7–8, 2022, KLAS held our second Interoperability Summit as part of ongoing efforts to comprehensively measure and validate EMR and other application vendors’ interoperability performance. While a <a href="https://klasresearch.com/report/interoperability-summit-2020-white-paper-a-first-step-in-creating-a-more-comprehensive-interoperability-measurement/1826"><u style="font-color:#4c8bc9">previous summit</u></a> had focused on creating a framework for interoperability vendor measurement (see below), the chief goal of the 2022 summit—attended by 93 leaders from across the healthcare industry—was threefold:

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Points of Light 2022 Case Study 9: Bundled Payments for Maternity Care Improve Quality, Drive Down Cost

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With the costs for maternity care rising, Metro Nashville Public Schools partnered directly with Vanderbilt Health to create a bundled payment program for their maternity population. Technology from Cedar Gate Technologies enables the smooth, efficient administration of the program, resulting in high satisfaction for all stakeholders, including the patients themselves.

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Points of Light 2022 Case Study 8: Improved Data Integration Generates Quality and Financial Benefits for Payvider Organization

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In order to provide better care and build trust between their payer and provider divisions, Community Health Plan of Washington (a provider-owned health plan) worked with Arcadia.io to build a 360-degree patient view based on both claims and clinical data. They then used the data to create a pay-for-performance program that rewards providers for value-based behaviors. The program has led to both quality and financial improvements.

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Points of Light 2022 Case Study 7: Quadruple Aim Is the Goal for Provider and Payer Organizations’ Separate Use of AI-Enabled Prior Authorization Solution

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The technology in this case study is used by Essentia Health and GuideWell to automate the prior authorization process and thus reduce manual processes and delays in care. This case study is unique in that the highlighted healthcare and payer organizations pursued their prior authorization automation independently of each other. Their perspectives demonstrate how the technology is able to reduce friction for both the provider and payer markets without direct collaboration or contracting.

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Points of Light 2022 Case Study 6: Innovative Care Management Program Used to Cut Costs and Transform Lives of Super-Utilizers

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To better serve individuals experiencing homelessness—who are often super-utilizers of The Queen’s Health Systems’ inpatient and emergency department (ED) services—the stakeholders in this case study worked together to enable the healthcare organization to first identify these individuals and then provide community health workers to help connect them with available community resources. The resulting program has been extremely successful for all parties involved—first and foremost for the patients and the clinicians who serve them.

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SyncTimes: Emerging Technology Spotlight 2022

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In clinical settings, resource optimization and communication efficiency are paramount in delivering quality care. SyncTimes is a clinical workflow and communication tool that streamlines operations, inter-team communication, and resource management. Features include a real-time location system, communication tools, and analytics based on documentation of patient activities and personnel management by room. This report seeks to validate provider organizations’ adoption of SyncTimes and their overall satisfaction.

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Optimize Health Remote Patient Monitoring: Emerging Technology Spotlight 2022

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Healthcare organizations seek to accelerate a continuous patient care experience while reducing administrative and financial costs, improving patient outcomes, and reducing hospitalizations. Remote patient monitoring vendors, like Optimize Health, aim to use advanced technology and expert support that engage patients in their care outside of regular office visits to improve clinical workflows and clinical outcomes with minimal up-front risk. This report examines the Optimize Health customer experience.

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Points of Light 2022: Recognizing Successful Payer/Provider Collaborations

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<p>Despite their common goal of enabling efficient, effective healthcare, payer and provider organizations often find themselves at odds, struggling to navigate the intersections where disparate processes and systems converge. The goal of KLAS’ new <a href="https://klasresearch.com/k2collaborative"><u style="font-color: #4c8bc9">Payer/Provider Initiative </u></a> is to help reduce this friction by facilitating trust, collaboration, and alignment between payers, providers, and HIT vendors.</p> <p>As part of the initiative, the annual Points of Light awards celebrate success stories—or “points of light”—from payers, providers, and vendors who have partnered together to reduce costs and inefficiencies and improve the patient experience. 14 such collaborations were awarded a 2022 Points of Light award, and their strategies and outcomes are shared in this report to illustrate the art of the possible. The report’s Executive Overview provides a high-level summary of the types of challenges tackled and the outcomes achieved, while the full report provides an in-depth case study of each collaboration. See page 6 for the full list of winners.</p>

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Points of Light 2022 Case Study 5: Automation of Prior Authorization Process Reduces Manual Workload for Critical Resources

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Seeking to reduce the manual effort required to obtain prior authorization, the collaborators in this case study worked together to create a SMART on FHIR link between Conway Medical Center’s EMR and the software used by Palmetto GBA. The link simplifies the process for both the payer and healthcare organizations and frees up resources to work on critical pandemic-related tasks. The stakeholders are now working to expand the automation to additional procedures and healthcare organizations.

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Points of Light 2022 Case Study 4: Avoidable Denials Reduced via Early Detection of Claims Errors

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Administrative costs in healthcare are now in the trillions. Hoping to reduce these costs, the three stakeholders in this case study worked together to incorporate UnitedHealthcare’s payment rules into the University of Iowa Hospitals & Clinics’ billing solution. This allows the health system to catch errors before claims are submitted, reducing rework and saving administrative costs. The collaborators emphasize the importance of continued collaboration to make sure the suggested edits continue to be refined and expanded.

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Points of Light 2022 Case Study 3: Streamlined Chart Retrieval Reduces Waste and Provider Abrasion

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In response to a growing volume of clinical-data requests, the collaborators in this case study worked together to streamline and automate the chart-retrieval process. Using a 100% digital chart-retrieval solution from Moxe, Payer Organization 3 is able to access complete, accurate clinical data from Novant Health and Healthcare Organization 3. By bringing all stakeholders to the table and creating relationships of trust, the collaborators have been able to improve satisfaction among members/patients, reduce frustration and manual work for the healthcare organizations, and improve ROI for the payer.

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Points of Light 2022 Case Study 2: Payer/Provider Collaboration Reduces Credentialing Turnaround and Improves Denials Process

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Spectrum Health partnered with Priority Health to tackle two areas of inefficiency that were causing employee frustration and reducing productivity: the credentialing turnaround time and the denials process. A workgroup that included representatives from both stakeholder organizations was formed to identify areas of friction in these processes and to implement solutions. The results include improved member/patient satisfaction, increased staff productivity, and reduced denials. The collaborators note that success came as they were willing to fully commit to the project and work amicably on a shared objective.

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Points of Light 2022 Case Study 1: Consolidated Patient Billing Leading to Higher Satisfaction, Increased Collections, and Reduced Waste

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Seeking to provide a simplified billing experience for patients and reduce administrative costs, Payer Organization 1 and Healthcare Organization 1 teamed up with Cedar to create a unified patient bill that combines the health system’s billing with the payer’s explanation of benefits. The payer and healthcare organizations also integrated their customer service. By working collaboratively and leveraging Cedar’s patient financial experience technology, the organizations were able to achieve improved member/patient satisfaction, higher collection rates, and reduced costs. The participants emphasized the importance of building trust and letting go of past narratives that didn’t serve the common goal.

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The Chartis Group Digital Transformation 2022: Providing Best in KLAS Digital Transformation

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Provider and payer organizations are increasingly concerned about their strategies for digital capabilities that affect operations and patient care. Through engaging with consulting firms to define needs and develop digital road maps, organizations are utilizing firms’ assistance to plan, manage, and improve these digital capabilities and, ultimately, consumer experiences. This report evaluates the experiences of healthcare organizations that have engaged The Chartis Group for digital transformation work, which is a relatively new area that the firm is being measured for.

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Healthlink Advisors IT Planning & Assessment: First Look 2022

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Rapid advances in healthcare technology, increased demand from COVID-19, and staffing shortages have stretched the ability of organizations’ internal HIT teams to find, evaluate, select, and manage new technological systems and services across the evolving healthcare landscape. As an advisory services firm, Healthlink Advisors seeks to address that issue. This report evaluates the experience of healthcare organizations that have used Healthlink Advisors’ IT planning and assessment offerings.

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Healthcare Safety, Risk & Compliance Management 2022: Adoption, Capabilities & Performance

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Healthcare organizations are increasingly interested in taking a broad, enterprise approach to safety, risk, and compliance management. Additionally, multiple vendor mergers and acquisitions in the last few years have many organizations considering their future. This report (KLAS’ first on safety, risk, and compliance management specifically) examines the state of the market, including an early look at the energy around an enterprise strategy. How broadly are organizations adopting their solutions today? What vendors are furthest along on the path toward a unified platform? Which are delivering consistently today, both at a solution level and in terms of support and vendor/client partnership?

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US Hospital Market Share 2022: Strong Purchasing Energy across Large, Small, and Standalone Hospitals

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EMR purchasing continued to be high in 2021, despite hospitals and health systems grappling with inflation, lingering complications from COVID-19, overburdened clinicians, and a historic nurse shortage. This report examines trends in EMR purchases that occurred in the US from January–December 2021. <br><br> <sub><strong>A Note about Acquisitions</strong><br>In 2021, Oracle entered the acute care EMR space through their acquisition of Cerner, becoming the second biggest EMR provider in the US. Additionally, at the beginning of 2022, Harris acquired Allscripts’ EMR technology, effectively increasing their number of inpatient beds by a factor of 17.</sub>

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Notable: Emerging Technology Spotlight 2022

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Having financially viable healthcare organizations is imperative and requires a reduction in administrative costs. One opportunity to improve financial viability is to digitize and automate workflows across the care continuum, including all operational and clinical workflows. This report offers a first look at Notable—a solution provider focused on delivering intelligent automation for healthcare.

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Price Transparency 2022: Hospital Perceptions of CMS Regulation

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As of January 1, 2021, all US hospitals must comply with CMS’ price transparency regulation, which stipulates that hospitals must provide clear, accessible pricing estimates online for at least 300 different shoppable services. Many healthcare organizations have expressed that a variety of challenges make this mandate difficult to meet. In this perception report, KLAS interviewed 66 revenue cycle leaders to understand how hospitals are responding to the regulation and their future plans around price transparency. Going forward, KLAS intends to continue to measure and provide insights into the consumerization of healthcare.

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Investor Newsletter April 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Damo Consulting Digital Transformation Consulting: First Look 2022

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Healthcare provider and payer organizations are increasingly concerned with the consumer experience and are working to improve digital engagement. As part of this effort, some organizations enlist consulting firms to help plan, manage, and improve consumer experiences through digital means. Through digital transformation services, consultants help define needs and develop digital road maps. This report evaluates the experience of organizations that have engaged with Damo Consulting on a digital transformation project.

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CorroHealth Autonomous Coding: Emerging Technology Spotlight 2022

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More and more healthcare organizations are evaluating the viability of autonomous coding to increase efficiency and reduce overhead expenses. CorroHealth’s autonomous coding product offers provider organizations a solution that streamlines coding workflows to reduce labor-intensive tasks and improve productivity. This report looks to validate the outcomes that CorroHealth’s customers have experienced and examine customers’ satisfaction with the product.

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Phox Health: Emerging Technology Spotlight 2022

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Healthcare organizations can face challenges while maintaining pharmacy financial margins, reducing medication abandonment, and delivering medications safely and securely to patients. Providing optimal care quality to virtual care patients requires timely access to prescription-delivery products and other healthcare products. This report offers a first look at Phox Health, a healthcare solution provider who partners with medical couriers to deliver medications across health system departments and to patients.

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Revenue Integrity/Underpayment Services 2022: Finding the Firm That’s Right for Your Organization

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Overall, healthcare organizations are highly satisfied with the firms they engage to tackle difficult revenue-collection issues, such as underpayments, denials, and complex government reimbursement requirements. However, different firms focus on different revenue integrity areas, making side-by-side comparisons difficult. To help organizations identify which firms best fit their needs, this report (1) looks at how well firms educate clients on ways to proactively avoid missed revenue, (2) highlights firms’ client-validated areas of expertise, and (3) examines each firm’s specific strengths and opportunities for improvement. <br> <br> <p style="color: #858d96;">Note: The data in this report comes from two different surveys. Not all respondents answered both surveys, so sample sizes vary throughout the report. See About This Report for more information. </p>

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Middle East & Africa PACS 2022: Which Vendors Meet Customer Expectations?

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The PACS market in the Middle East and Africa is evolving, with some vendors gaining prominence and others losing traction. Healthcare organizations are looking to enhance their imaging strategies with new, advanced technology (e.g., AI and the cloud) and want vendors who innovate and deliver this technology. Using customer feedback from 60 organizations across 14 countries, this report is KLAS’ first to focus on the PACS market in the Middle East and Africa, exploring vendor market share and performance and examining which vendors are keeping pace with customer expectations.

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European EMR 2022: Which Vendors Meet Customer Needs in a Rapidly Shifting Landscape?

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In the past few years, there has been significant merger and acquisition (M&A) activity among EMR vendors who market in Europe as well as significant purchasing activity by healthcare organizations, creating one of the world’s most dynamic EMR markets. From 2016–2020, KLAS validated over 300 EMR decisions impacting over 1,200 inpatient facilities (comprehensive data for 2021 purchases not yet available). Using this data and customer feedback from 100 organizations, this report examines the customer satisfaction, market share, and recent market energy of European EMR vendors and evaluates which are best meeting customer needs in this competitive market.

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Interoperability Facilitator Ecosystem 2022: Vendor-Reported Capabilities

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<p>Almost all HIT solutions today need to be able to share data in some capacity. To a large extent, efforts by provider and vendor organizations to enable interoperability have focused on EMR-to-EMR data sharing or sharing between other solutions whose primary function is not interoperability (e.g., BI systems, population health management platforms). Such sharing has also been the focus of KLAS’ historical interoperability research. However, there are a large number of standalone solutions—both old and new—whose primary function is to facilitate interoperability for specific use cases. These interoperability facilitators are garnering increased market interest as organizations face an expanding array of data-sharing needs. </p> <p>To help provider organizations better understand their options for tackling interoperability, this report uses <strong>vendor-provided information</strong> (not yet validated by KLAS) to examine the various solutions’ primary use cases, customer types, and deployed functionality. Future research will utilize customer feedback to validate vendor capabilities and measure customer satisfaction. For complete details on vendors’ self-reported capabilities, see the full report.</p>

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1upHealth FHIR Platform: Emerging Technology Spotlight 2022

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In 2021, new CMS rules came into effect that require CMS-regulated health plans to have a patient access API and a provider directory API. Aimed at increasing the interoperability of personal health data, these rules have prompted payers to look at new ways of sharing external information. This report evaluates 1upHealth‘s FHIR Platform, an interoperability solution designed to help payer customers meet governmental regulations and improve consent and authorization management.

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Investor Newsletter March 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Smart Pumps 2022: Where Are Organizations Investing for the Future? (A Decision Insights Report)

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The smart pumps market sees a high number of purchase decisions as old pumps wear out and new functionality becomes available, including bidirectional EMR interoperability, updated pump functionality, and better verification and documentation. To determine where healthcare organizations are investing for the future, this report examines 40 recent or upcoming smart pump purchase decisions validated by KLAS between January 2020 and December 2021. For additional context, satisfaction data from current customers is also included.

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Clarify Atlas Platform: Emerging Technology Spotlight 2022

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Today, many healthcare organizations have a limited ability to aggregate, analyze, and generate actionable insights from big data. Properly harnessed, big data can enable provider and payer organizations to better analyze population health to unlock the potential of value-based care (VBC) and improve medical and financial decisions. Clarify Health strives for this through Atlas, their analytics platform that delivers insights via use case specific software applications. This report seeks to validate customers’ experience with Clarify Health’s analytics software.

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Healthcare AI 2022: Proven Outcomes with Data Science Solutions

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The potential for artificial intelligence (AI) to transform healthcare has been both championed and challenged. In 2019, <a href="/report/healthcare-ai-2019-actualizing-the-potential-of-artificial-intelligence/1291"><u style="color:#4c8bc9">KLAS published our first research</u></a> on healthcare AI data science solutions, exploring healthcare organizations’ clinical, financial, and operational use cases and the early outcomes they were achieving. An update to that research, this report examines how outcomes and customer satisfaction have evolved in the years since. Though progress has been somewhat hamstrung by the financial and operational constraints of COVID-19, many of the organizations interviewed for this research have found results by focusing on the right problems.

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Medication Inventory Management 2022: Insights from Advanced Users Reveal What Is Possible Today

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Medication inventory represents tremendous hospital spend. Managing it well is crucial for patient safety and cost management, yet many healthcare organizations report they struggle to get the right tools and workflows in place, leading to high-touch, manual processes. To understand what is possible with medication inventory management today, KLAS spoke to organizations that have broadly adopted capabilities from BD, Epic, Omnicell, and Swisslog Healthcare. Based on the feedback from these advanced users, this report examines the breadth of capabilities in use today, how well the solutions integrate with various hardware components, and how well the vendors support their customers to drive key outcomes. Performance data from vendors’ general customer bases is also included for additional context.

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Investor Newsletter February 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Healthcare IoT Security 2022: Moving beyond Device Visibility

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As the number of devices connected to networks within healthcare organizations continues to grow, so does the potential for network security to be compromised. These security risks—which can come from medical devices or the myriad other devices connected to healthcare networks—can impact not only information security but patient safety as well. Many healthcare internet of things (IoT) security solutions give organizations visibility into connected devices, but the most effective solutions also help actively reduce the risk associated with those devices. To inform healthcare organizations of their IoT security options, this report highlights the performance and purchase decision energy of software vendors in this space. The performance of IoT security services firms is also shared.

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Cerner Flash Insights 2022: Customers' Initial Perspectives on Big Company Changes

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Cerner clients and the healthcare industry at large believe Cerner is at a crossroads. In the past few months, Cerner has brought on a new CEO, pivoted in a new direction with their revenue cycle offering (RevElate), and announced their acquisition by Oracle. In addition to these recent changes, over the past two years, an increasing number of long-time Cerner executives have left. Amidst these changes, several clients have been forming contingency plans and say they cannot wait one or two years for more solid information. Many have reached out to KLAS seeking to better understand their peers’ impressions of these significant changes. This report—the first of several Cerner-specific reports KLAS intends to publish this year—is a summary of Cerner’s current performance data, collected over the past five years. It is supplemented with initial customer perceptions from 26 unique organizations, all collected after Cerner announced the move to RevElate in October 2021. In future research, KLAS intends to collect perceptions from additional customers and validate the impacts customer organizations have seen from the recent changes.

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DHIS 2021 White Paper: Using Technology to Resolve Patient Pain Points

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In September 2021, KLAS hosted its fifth annual Digital Health Investment Symposium (DHIS). In attendance were healthcare thought leaders from private equity and venture-capital firms, digital health companies, and healthcare provider organizations. Small group discussions focused on patient pain points within the care journey, the barriers to solving these pain points, and how technology can be utilized to further activate patients in their own care. The intent of this paper is to share insights from those discussions and to highlight ways stakeholders throughout the industry can support meaningful change to improve the patient experience.

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2022 Best in KLAS Awards - Software and Professional 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 2022.

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2022 Best in KLAS Awards - Global Software

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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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Stellar Health Platform: Emerging Technology Spotlight 2022

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Disbursing payments to physicians participating in value-based care (VBC) contracts has always been tricky since payments are often delayed by several months. Stellar Health helps maximize results in VBC contracts by incentivizing physicians via quick payments for desired value-based actions and behaviors. This report seeks to validate the experiences of healthcare organizations that use the Stellar Health Platform.

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Zebra Technologies: First Look 2022

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<p>Shared smart devices are becoming increasingly popular in healthcare as a means of improving communication, streamlining clinical workflows, and potentially consolidating the nurse tool belt. In this report, KLAS spoke to healthcare organizations that are using Zebra Technologies’ TC52-HC, a mobile computer, to get their perspective on how well these devices perform, increase operational efficiency, enhance patient care, and meet the unique needs of clinical workflows.</p> <p><sub>Note: This report is a reprint of research originally published in November 2021. Small data errors that appeared in that report have been corrected in this current version.</sub></p>

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DeliverHealth (MIST) Ambulatory Services: First Look 2022

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Healthcare organizations often seek to simplify their IT processes by eliminating productivity barriers and lessening physicians’ documentation burdens. To aid organizations in streamlining their processes, DeliverHealth (formerly MIST) provides industry expertise and customizable EMR consulting and advisory services. This report is a first look at the DeliverHealth client experience.

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Datos: Emerging Technology Spotlight 2022

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In the expanding world of remote and virtual care settings, healthcare organizations are actively working to better engage with patients and implement solutions that enable clinicians to provide needed care. The purpose of this spotlight report is to provide an early look at customer satisfaction with the Datos Health remote care platform and the outcomes customers have achieved.

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Carium: Emerging Technology Spotlight 2022

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As healthcare organizations seek to reduce costs and improve patient outcomes, they often look to technology that engages patients in their care. Carium strives to fill this need by providing tools that remotely monitor patients, report on their conditions and progress, and guide them through their care journeys. This report examines the Carium customer experience.

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Investor Newsletter January 2022

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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DeliverHealth Gemini: Emerging Technology Spotlight 2021

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More and more healthcare organizations are looking to engage patients throughout their healthcare experience. DeliverHealth’s Gemini—a digital front door solution—is intended to improve the patient experience while minimizing pain points that can arise. This report seeks to validate early adopters’ experience with Gemini.

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Iodine Software Artifact: Emerging Technology Spotlight 2021

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

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

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

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Spectralink Versity: First Look 2021

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

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Nuance DAX: Emerging Technology Spotlight 2021

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

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Enterprise Imaging 2021: A Deep Dive on the Market Landscape

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

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CenterX Real-Time Prescription Benefits (RTPB): Emerging Technology Spotlight 2022

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

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CenterX Electronic Prior Authorization: Emerging Technology Spotlight 2022

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

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Hayes MDaudit: First Look 2021

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

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Omnicell XR2: Emerging Technology Spotlight 2021

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

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VIDAL (Non-US): First Look 2022

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

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Drug Diversion Monitoring 2021: Energy High for Next-Generation Solutions (A Decision Insights Report)

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

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Virtus Informatics Derwaza: First Look 2021

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

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Everbridge: First Look 2021

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

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Cognizant Healthcare BPaaS: First Look 2021

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

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Gozio Health: Emerging Technology Spotlight 2021

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

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Comprehensive Ambulatory Platforms 2021: What to Expect from a Single Source

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

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European Digital Pathology 2021: Adoption Grows for Primary Diagnosis

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

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Investor Newsletter December 2021

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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

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

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

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

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

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

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Healthcare Services 2021: (A Decision Insights Report)

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

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Imprivata: First Look 2021

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

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Investor Newsletter November 2021

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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Laudio: Emerging Technology Spotlight 2021

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

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

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

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Streamline Health: First Look 2021

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

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Imaging in the Cloud 2021: Early Adoption Shows Promising Results

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

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Guidelines for Strengthening Customer Success Management Programs

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

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Capgemini: First Look 2021

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

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Avaap: First Look 2021

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

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

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

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Risk Adjustment 2021: Which Vendors Deliver Best?

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

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DrFirst MedHx: First Look 2021

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

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

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

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

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

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

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

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SureTest: Emerging Technology Spotlight 2021

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

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Investor Newsletter October 2021

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Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

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

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

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

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

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PHM Downside Risk 2021: Guiding Principles from Successful Organizations

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

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

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

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ECP: First Look 2021

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

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Armis: First Look 2021

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

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

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

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Infor FHIR Bridge: First Look 2021

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

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