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.

Features

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

Easy to digest

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

Key findings and analysis from in-depth peer interviews

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

Advice and insights from actual healthcare professionals

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

Recently Published Reports

Check out the latest industry trends

Ambulatory Ecosystem Veradigm Complete Look 2023

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EMR and PM solutions. This Veradigm “complete look” provides a high-level analysis of the key IT components that make up Veradigm’s comprehensive suite. (Other reports in the series do the same for athenahealth, eClinicalWorks, Greenway Health, and NextGen Healthcare.)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EMR and PM solutions. This NextGen Healthcare “complete look” provides a high-level analysis of the key IT components that make up NextGen Healthcare’s comprehensive suite. (Other reports in the series do the same for athenahealth, eClinicalWorks, Greenway Health, and Veradigm.)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EMR and PM solutions. This Greenway Health “complete look” provides a high-level analysis of the key IT components that make up Greenway Health’s comprehensive suite. (Other reports in the series do the same for athenahealth, eClinicalWorks, NextGen Healthcare, and Veradigm.)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EMR and PM solutions. This eClinicalWorks “complete look” provides a high-level analysis of the key IT components that make up eClinicalWorks’s comprehensive suite. (Other reports in the series do the same for athenahealth, Greenway Health, NextGen Healthcare, and Veradigm.)

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EMR and PM solutions. This athenahealth “complete look” provides a high-level analysis of the key IT components that make up athenahealth’s comprehensive suite. (Other reports in the series do the same for eClinicalWorks, Greenway Health, NextGen Healthcare, and Veradigm.)

Remote patient monitoring (RPM) has demonstrated promising outcomes†—including earlier intervention and reduced utilization, outcomes that are critical in value-based care arrangements. The options for RPM are rapidly evolving, with many factors for healthcare organizations to consider. Reimbursement is an ongoing question, with some healthcare organizations feeling they can’t rely solely on reimbursement from CPT codes. Integration—with both the EMR and monitoring devices—is also vitally important to maintaining an RPM program’s viability. Additionally, RPM can require additional staff, though many vendors offer services to help alleviate this burden. Given all the factors at play, some healthcare organizations are starting with small pilots, testing to see which technology works. This report explores the customer experience with RPM technology in several key areas, including partnership, innovation, ease of use, and integration. † See <a href="https://klasresearch.com/report/remote-patient-monitoring-2022-growing-energy-and-early-outcomes/1918" target="_blank">KLAS’ 2022 RPM report</a> for more details on the outcomes organizations are achieving and how they financially support their RPM programs.

EMR purchasing continued at a strong pace in 2022 and included a significant uptick in migrations and small-organization decisions. Improvements to clinician satisfaction, interoperability, and revenue cycle stability were the primary drivers. This report examines these and other trends in EMR purchases that occurred in the US January–December 2022.

Amid staffing challenges and revenue shortfalls, healthcare organizations feel pressure to provide documentation strategies that cut costs by increasing automation while still maintaining high accuracy. Computer-assisted coding (CAC) solutions are one strategy used to meet those needs. This report explores customer perceptions of CAC vendors’ support and service and their solutions’ ability to be accurate, perform well across departments, and improve coder productivity.

Healthcare organizations are increasingly investing in bidirectional interoperability between smart pumps and EMR solutions to improve patient safety and nursing efficiency. This report provides a market snapshot of which smart pump vendors offer this interoperability to customers. Additionally, this report examines the experiences of deep adopters in order to gain insight into the outcomes and vendor guidance they receive.

HIT vendors consistently strive to live up to their customers’ expectations, and KLAS data shows that most vendors successfully keep all their promises. But in the last year, one in four healthcare organizations interviewed by KLAS report their vendor does not keep all promises. This report highlights where broken promises most often occur, the impact of broken promises on provider organizations, and how both organizations and vendors can ensure promises are kept, fostering better vendor/client trust and ultimately better patient care.

The digital transformation of healthcare has innovated the way patients receive care; this is especially evident in the emergence of digital patient rooms, which use technology to improve personalization, accuracy, and overall experience for patients and providers within the hospital. When properly developed, these digital patient rooms can also ease the staffing challenges many healthcare organizations face today. While vendors in the interactive patient systems space have traditionally focused on and still provide education and entertainment technology in the patient room, this report focuses on advanced digital patient room capabilities offered by these vendors by examining (1) which solutions have the broadest adoption across these advanced capabilities, (2) which solutions are viewed as most complete, and (3) what outcomes deep adopters are achieving.

Over time, care management vendors have developed new functionalities that have allowed payer organizations to move beyond traditional use cases (e.g., case management and utilization management) into emerging use cases (e.g., behavioral health, automated prior authorization). Care management solutions are in an already low-performing market with persistent integration and functionality challenges, and with these emerging use cases, customers have a renewed need for strong engagement and support from vendors. This report examines which vendors are providing strong customer relationships, delivering innovative product functionality, and facilitating adoption and long-term customer loyalty.

Allowing organizations to archive and access historical data from retired legacy software, data archiving solutions continue to be in high demand. This report takes a first look at the customer experience with Olah Enterprise Archiving Solution, the solution’s performance in a variety of use cases, and key functionality adoption among customers.

Resource-strapped hospice leaders are looking for tools that alleviate clinician burnout by streamlining workflows and building additional point-of-care functionality. Slow vendor development on this front has led to an overall decline in customer satisfaction. This report dives into how well hospice vendors meet provider organizations’ needs, including delivery of value, development progress, and support for when patients go through a transition of care.

In today’s healthcare market, patient engagement tools are in high demand. Steer Health’s patient experience and growth platform aims to orchestrate digital patient journeys across all stages of care for personalized and automated digital patient experiences. The product’s intended outcomes include driving practice growth and improving patient satisfaction. This report examines the experiences of early adopters of the Steer Health platform.

Operational limitations—such as staffing shortages, variable patient flow, and poor visibility into resource availability—can make it difficult for healthcare organizations to effectively manage their capacity, leading to volatile workloads that see resources either under- or overutilized. Some organizations are using capacity optimization management technology, which includes artificial intelligence (AI) and machine learning (ML), to collect data that can improve resource management, especially regarding the utilization of scarce assets like operating rooms, inpatient beds, and infusion centers. This report—KLAS’ first to focus on capacity optimization management—shares what technology is being used and what outcomes it is driving for customers.

Patient financial engagement solutions help healthcare organizations deliver a more consumer-oriented experience and support patients’ financial needs. Patients are more likely to have a satisfactory healthcare experience when they have a strong understanding of their cost of care. This report examines customer satisfaction with patient financial engagement solutions—including functionality, integration, and the overall impact on patients.

The digitalization of healthcare has brought with it many benefits but also some challenges, cybersecurity being among the most significant. As healthcare organizations introduce new technology into their environments, questions often arise as to how and where to allocate resources in order to best reduce cyber risk. This report—a collaboration between Censinet, KLAS, and the American Hospital Association (AHA)—is intended to provide high-level insights into the current state of cybersecurity preparedness in healthcare and thus highlight potential areas of focus. The findings in this report are based on evaluations completed by 48 healthcare organizations, ranging from small critical access hospitals to large multispecialty practices and large academic medical centers. The questions were designed to measure adherence to the guidelines recommended by the <a href="https://www.nist.gov/cyberframework">NIST Cybersecurity Framework</a> (NIST CSF) and <a href="https://405d.hhs.gov/best-practices">Health Industry Cybersecurity Practices</a> (HICP), with additional questions added to gain insight into organizations’ cybersecurity investments and resources and the span of control given to information security leadership.

Managing a diverse portfolio of revenue cycle vendors and ensuring performance expectations are being met can be overwhelming for healthcare organizations. The revenue cycle vendor management solution from Healthfuse aims to help healthcare organizations get the most out of their vendor partnerships. This report specifically examines the experience of clients using Healthfuse’s full suite, which features a platform of applications and dedicated consultants focused on improving vendor performance.

Healthcare organizations continue to search for ways to automate processes to better optimize time and resources. Appian’s low-code platform helps organizations develop applications and workflows unique to their institution without needing extensive coding knowledge or starting from scratch. The platform combines custom development with visual development tools to reduce the need to write code while still delivering meaningful applications and workflows. This report examines customer experiences with Appian’s low-code platform.

Large, relevant data sets are very beneficial to building and training AI models, but data custodians’ desire to protect patient privacy and the privacy laws surrounding healthcare prevent easy access to robust data for healthcare innovators. Rhino Health’s edge computing and federated learning platform allows developers to use decentralized, encrypted data that sits behind custodian firewalls. This report offers an initial look at the experiences of healthcare professionals using the Rhino Health platform.

Healthcare organizations have been moving toward digital transformation for over a decade, and the COVID-19 pandemic, increased consumerism, and shrinking margins have furthered this momentum. Many forward-thinking organizations are embracing technology-led transformation and positioning themselves as leaders in the new digital health race, and the rest can’t afford to be left behind. In KLAS’ <a href="https://klasresearch.com/report/healthcare-consulting-and-services-2021-what-challenges-lie-ahead-and-who-can-help/1687" target="_blank">Healthcare Consulting and Services 2021</a> report, consumer engagement was the emerging challenge most often reported. Many organizations are engaging with consulting firms to improve their digital health capabilities and ultimately the consumer experience. Within the last year, KLAS has published a series of First Look reports evaluating client experiences with digital transformation consulting firms. This report takes a comprehensive look at these and other firms and also provides an overview of the digital transformation consulting market.

An immediate necessity during the pandemic, telehealth has become a common strategy for delivering convenient healthcare, connecting more quickly with specialists, working with interpreters, and more. As organizations settle into their go-forward strategies, top of mind are use-case expansion, tech-stack consolidation, and integration. There are many options for delivering telehealth, including virtual care platforms, video conferencing solutions (healthcare-focused and cross-industry), and EMR-based tools. This report focuses on market trends across the solution options and examines the factors driving purchase decisions and replacements.

Diagnosing patients that present with cardiovascular symptoms can be a lengthy process, involving multiple providers and progressive testing that may end up being duplicative or unnecessary. This process is costly and delays patient access to treatment. To address these issues, the collaborators in this case study adopted a utilization management portal that helps providers identify the correct evidence-based care paths and streamlines the prior authorization process for cardiovascular testing and treatments. Achieved outcomes include fewer denials, fewer peer-to-peer reviews, and decreased turnaround times for authorization decisions.

Manual prior authorization workflows are time consuming and costly for payer and provider organizations and can delay patient access to care. To increase provider visibility into which services require prior authorization and to bring automation to the submission and decision processes, the collaborators in this case study worked together to develop a more automated, self-service solution that allows providers to determine whether a given service requires prior authorization, submit a request, and receive a determination, all within their EMR workflow. The technology has improved efficiency, reduced denials, and increased revenue.

Poor interoperability between payers and providers negatively impacts many areas, including care quality, administrative workload, and documentation for regulatory requirements. With a shared goal of improving care for all patients, the collaborators in this case study worked together to automate the data exchange process and make it easier for providers to identify and close care gaps. This improved interoperability has increased preventive care, improved quality measure performance, and enabled providers to better address patient needs at the point of care.

Lack of access to timely patient-encounter data can prevent payer organizations from being able to identify and close care gaps and accurately report to regulators. The stakeholders in this collaboration partnered to improve payer access by automating the sending of encounter data on a daily basis. The outcomes include reduced workloads, improved patient care, and improved accuracy of regulatory submissions.

The collaborators in this case study noted that some patient populations were completing preventive annual health assessments at lower levels than other populations. To address this disparity and help clinics close care gaps at the point of care, the collaborators implemented a program aimed at incentivizing frontline staff and physicians on a monthly basis for time spent addressing open care gaps. As a result of the program, the participants have seen improved gap closure, improved performance in quality measures, improved coding accuracy, and higher staff morale and engagement.

Inpatient treatment for high-risk cardiovascular patients comes with a significant cost for patients, providers, and payers. Costs are lower and outcomes are better when the care for these patients is effectively managed outside the hospital. To achieve this, the collaborators in this case study combined payer and provider data to better predict costs and patient outcomes and then established a bundled payment contract that reduces the costs of caring for patients with high-risk cardiovascular diseases while ensuring they receive the care appropriate for their condition. Outcomes include reduced hospitalization and lower costs.

The lack of an efficient, standardized process for submitting prior authorization requests for medications was creating administrative burden for the provider and payer organizations in this case study and in some cases delaying patient access to prescribed medications. The collaborators worked with their technology partner to automate data sharing, increase provider visibility into medication coverage, and standardize the submission process for prior authorization. The changes have reduced the workload for the payer and provider organizations and enabled patients to more quickly access their medications.

To be successful in value-based contracts, payer and provider organizations need a complete view of patient data that allows them to accurately assess patient risk. However, extracting this data from the EMR and sending it to the payer is often a manual, labor-intensive process for the healthcare organization, while processing all that data to find the relevant information is equally burdensome for the payer organization. The collaborators in this case study automated the process, leading to increased efficiency and more accurate quality and risk adjustment submissions.

Vulnerable and underserved populations face a variety of barriers that can make it difficult for them to adhere to their prescribed medication regimens, and the impacts of non-adherence—in terms of health outcomes and costs—can be severe. Low medication adherence was a particular problem for the healthcare organization in this case study, whose patient population covers one of the most vulnerable and underserved zip codes in the country. To encourage better adherence among high-risk individuals, this organization collaborated with a payer organization and value-based care partner to identify patients in need of additional support and help resolve their barriers to adherence. Results include better health outcomes and higher CMS Star ratings.

Historically, the payer organization in this collaboration lacked easy, real-time access to their members’ complete clinical data, not just claims-specific information from the EMR, and had to request this information from the healthcare organization in order to inform their HEDIS quality measures and NCQA submissions. To reduce the administrative burden for both organizations, the collaborators in this case study implemented ELLKAY’s Clinical Data Exchange technology to automate the exchange of clinical data, resulting in faster release of information, improved data security, and more accurate quality measure submissions, contributing to increased revenue for both organizations.

Patient data often exists in silos, leaving healthcare organizations with poor visibility into care given at other facilities and preventing payer organizations from being able to access a full view of their members’ clinical history. To give both parties a more robust clinical picture of each patient’s care journey, the collaborators in this case study invested in technology to map non-standardized CCD data into one unified medical record that gives both the payer and the provider the ability to track patients across settings and over time. The project has streamlined data-exchange processes and improved performance in quality measures.

Managing the prior authorization process is a labor-intensive undertaking that requires significant resources from both provider and payer organizations. This manual process can delay patient access to care and potentially lead to serious adverse events. Beginning with a small pilot, the collaborators in this case study worked with their technology partner to automate the submission of authorization requests from the EMR (including all necessary clinical information) and receive decisions in near real time. The new process has eliminated manual processes, reduced patient wait times, and eased the administrative burden.

The prior authorization process can be a frustrating experience for all involved—patients, payers, and providers. The collaborators in this case study utilized AI technology to automate tasks at every step of the process—from submission to final decision. Regular communication between the collaborators helped make the implementation successful, and reported results include less manual work for the payer and provider organizations, faster authorization decisions (and thus faster access to care), and fewer denials.

Attempting to interpret a medical bill can be a frustrating experience for even the most informed patients, and the collaborators in this case study knew that this systemic problem could be solved only through a joint effort. The partners integrated billing information from the provider organization with claims, HSA, and EOB data into one platform. The platform provides patients/members with more transparency related to their financial responsibility and gives them options for immediate payment or, if needed, helps them select a payment plan. User satisfaction with the system is nearly 90%, and patient-responsibility payments have increased.

Hoping to provide improved care management for individuals with high-risk chronic conditions, the collaborators in this case study launched a program aimed at providing deviceless remote patient monitoring for recently discharged individuals with hypertension, COPD, or congestive heart failure. If patient-entered data is outside the normal thresholds, virtual care navigators receive real-time alerts and can intervene to prevent the patient’s condition from deteriorating. Outcomes include reduced ED visits and readmissions as well as lower costs.

Having an incomplete view of their patients’ or members’ health journey is a challenge that payer and provider organizations share. To modernize interoperability and improve data exchange for both parties, the collaborators in this case study designed, developed, and implemented a software solution that bidirectionally exchanges accurate, up-to-date information on patient risk scores, medication adherence, and care gaps, making this information available within the EMR workflow. The automation has improved patient care and satisfaction and reduced the administrative burden for both the payer and provider.

Provider and payer organizations are increasingly concerned about digital strategies that can affect operations and patient care. By engaging with consulting firms to define needs and develop digital road maps, organizations can plan, manage, and improve their digital capabilities and, ultimately, the consumer experience. This report evaluates the experiences of healthcare organizations that have engaged EY for digital transformation work.

Submitting and following up on requests for prior authorization is often a manual, time-consuming process, creating administrative burden for both payer and provider organizations and potentially delaying needed care for patients. The stakeholders in this collaboration worked to streamline the process by automating the submission and follow-up for authorization requests, enabling providers to complete these tasks from within their EMR workflow. Results include faster turnaround times, reduced administrative workload, and fewer denials.

Follow-up from a primary care physician (PCP) can be critical for successful outcomes for patients who have recently been admitted or discharged from the hospital or visited the ED. However, PCPs often lack visibility into their patients’ inpatient and ED care data, preventing them from closing these care gaps. After receiving feedback about this challenge from PCPs, the payer organization in this collaboration proposed embedding care alerts directly into providers’ workflows, enabling them to reduce readmissions, ED visits, and the administrative burden for provider organizations.

The provider and payer organizations in this collaboration recognized that progress in their population health and value-based care initiatives would not be possible without each organization having access to comprehensive patient and member data. Embracing their shared goal of enabling better managed care, the organizations worked with their technology partner to aggregate claims and clinical data and utilize analytics to gain insights into cost, utilization, quality, network, and performance metrics.

To reduce the manual work associated with claims monitoring, the partners in this case study collaborated to combine API technology from the payer with robotic process automation (RPA) technology from Waystar. Claims statuses are then normalized and delivered directly into the healthcare organization’s EMR workflows, resulting in greater claims visibility and a reduced administrative burden for all parties. As a result of this collaboration, the healthcare organization has also seen reduced denials and faster payment collection.

A lack of interoperability was preventing the collaborators in this case study from being able to have a shared, comprehensive clinical view of a patient’s health status, resulting in preemptive claims denials and administrative churn. By implementing a shared utilization review platform backed by AI and predictive analytics, they were able to reduce manual work and improve efficiency for both sides. While gaining buy-in was initially a hurdle, the project’s outcomes have proven its value.

Claims data from payer organizations can give providers a more comprehensive view of a patient’s clinical history and thereby improve the quality of care they are able to deliver. Yet incorporating this information at the point of care can be expensive and challenging. To tackle this problem, the collaborators in this project worked to map the payer organization’s claims data so that it could be incorporated into provider workflows in real time at the point of care.

To meet CMS requirements for the submission of risk adjustment data and ensure they are being fully reimbursed by CMS, payer organizations need increasingly specific coding information, and these requests for information can put undo administrative burdens on provider organizations. Seeking to increase the payer organization’s access to needed information without increasing the provider organization’s workload, the collaborators in this case study established an API that enables an automated, standardized retrieval process for records that the payer organization needs in order to complete managed care audits.

Innovative partnerships between payers, healthcare organizations, and HIT vendors have the potential to revolutionize healthcare processes and outcomes. KLAS’ annual Points of Light awards celebrate success stories—or “points of light”—achieved by payers, healthcare organizations, and vendors who have partnered to reduce costs and inefficiencies and improve the patient experience. In total, 25 such collaborations were awarded a 2023 Points of Light award, and their strategies and outcomes are shared in this report to illustrate the art of the possible. It is our aim to help payers, healthcare organizations, and vendors collaborate more effectively to resolve some of healthcare’s biggest points of friction. This report’s Executive Overview provides a high-level summary of the types of challenges these collaborations tackled and the outcomes they achieved; the full report provides an in-depth case study of each collaboration.

Seeking to ease the administrative burden created for both sides by manual denial and prior authorization processes, the collaborators in this case study first identified common pain points and then established shared goals. One of their initial projects was to reduce the need for Payer Organization 1’s clinicians to request additional information from Healthcare Organization 1 during claims review. To accomplish this, they utilized the Clinical Document Exchange within Epic Payer Platform to give the clinicians in-workflow access to members’ clinical data. The results have been improved efficiency, a significant reduction in denials, and a more trusting relationship.

Prior authorizations for referrals and clinical procedures are widely acknowledged as a significant pain point for all involved parties—payers, providers, and patients. Using implementation guides from HL7’s Da Vinci Project, the collaborators in this case study created bidirectional data exchange through a FHIR API that enables an automated, in-workflow authorization process. The pilot use cases have been successful, achieving improved efficiency, reduced costs, and—most critically—more timely care and improved patient outcomes.

The success or failure of an implementation can significantly affect provider organizations’ ongoing product and job satisfaction—data from KLAS’ <a href="https://klasresearch.com/report/the-power-of-strong-implementations-how-hit-vendors-and-customers-can-lay-a-foundation-for-success/3067" target="_blank">“The Power of Strong Implementations”</a> shows that about half of all respondents say their implementations had room for improvement and that negative feelings about the new solution can linger for up to a year after go-live. Provider organizations also state these challenges are worsened by the fact that they often underestimate the time and effort needed to successfully implement a solution. Vendors have to balance meeting customer needs and setting best-practice standards, and provider organizations need to both receive consistent vendor guidance and proactively take project ownership. For this <a href="https://klasresearch.com/landmark" target="_blank">Landmark Insights</a> report, KLAS talked to 180 respondents from 113 unique provider organizations who are implementing or recently implemented a solution about common difficulties that occur throughout the process.

Patients face many difficulties when paying for healthcare services due to the cost of care as well as increasingly high deductibles and co-pays. The majority of hospitals offer payment plans that last an average of six months, and the limited time frames lead to higher rates of bad debt. Patient financing services firms provide flexible, long-term payment plans (i.e., longer than six months) that can generate increased revenue for provider organizations and improve the patient experience. This report is KLAS’ first to focus on patient financing services, the associated successes and challenges, and clients’ perspectives of their firms.

Energy around autonomous coding solutions continues to rise as healthcare organizations pursue opportunities to enhance revenue cycle performance and ease staffing shortages. The CodaMetrix autonomous coding solution—referred to as CMX—is a multispecialty coding platform that utilizes AI and machine learning to relieve manual coding processes and enhance coding quality. Current specialty areas include radiology, pathology, GI special procedures, and inpatient professional. This report explores the experience of CodaMetrix customers and their satisfaction with the solution.

Amid rising healthcare costs and a challenging labor market, healthcare organizations face more pressure than ever to collect every dollar possible—leading them to utilize outsourced eligibility and enrollment services to help uninsured patients receive coverage. Healthcare organizations engage these services primarily to gain outside expertise regarding government regulations and programs and changes to eligibility requirements. This report—KLAS’ first to measure client satisfaction with firms that provide eligibility and enrollment services—explores how well these firms drive value, foster partnership, inspire loyalty, and maintain quality for their clients in a challenging landscape.

With labor shortages, slimmer budgets, and higher costs, more and more healthcare organizations are turning to services firms to fill business office gaps and meet revenue cycle needs. This report looks at the client experience with TruBridge’s extended business office services. Feedback comes from TruBridge clients as well as acquired HRG clients.

During the pandemic, healthcare organizations worldwide dramatically shifted IT investment priorities to meet patient needs. Now, the healthcare landscape has changed again, and new IT priorities have emerged. To understand these shifts, KLAS interviewed 214 individuals from 186 organizations in 45 countries/territories. This report shares where these organizations are prioritizing IT investments, how they plan to leverage the cloud, and what consulting firms they may engage for upcoming projects. (This research focuses on countries outside the US. Learn more about <a href="https://www.klasinsights.com/Bain" target="_blank" style="color: #4c8bc9;">US organizations’ investment priorities</a>.)

Strategies employed by payers, provider-sponsored health plans, and provider organizations are starting to become more proactive, and the need for solutions with prospective, predictive capabilities is rising. Additionally, amid rising healthcare costs and economic uncertainty, organizations are looking for solutions that deliver more for less. This report examines risk adjustment vendors’ abilities to drive outcomes and value, their prospective capabilities, and their offerings’ ease of use.

As healthcare becomes increasingly competitive and patients are inundated with choices during their healthcare journeys, provider organizations are seeking tools that can help patients make informed decisions. Sparkle hopes to provide assistance with their patient acquisition, communication, and onboarding tools. This case study examines early feedback from three customers—which represent two unique organizations—who are live with Sparkle.

Healthcare organizations face the challenge of effectively managing and storing disparate forms of clinical data in a way that makes the information accessible and usable in the EHR. Solarity’s automated platform and services aim to reduce the cost and manual labor related to processing patient data. The platform uses AI to capture and accurately index clinical documentation. This report examines customer satisfaction and experiences with Solarity.

With COVID-19 as a catalyst, the healthcare market has been actively moving toward virtual care and remote patient monitoring. In a space with high energy and a multiplicity of solutions, Current Health provides technology and services that enable health systems to deliver care at home. Use cases include acute-level care at home, transitional care, and chronic condition management. This report analyzes the customer experience with Current Health’s platform.

Federally qualified health centers (FQHCs) hold a significant and distinct place in US healthcare by providing low-cost, government-subsidized care to underserved populations. Due to FQHCs’ integrated care model and government ties, it is harder for these organizations to find comprehensive EMR and PM solutions that meet all care setting needs and are also reasonably priced. This report is KLAS’ first look at HIT vendors who deliver needed functionality and reporting at a price point FQHCs can afford; additionally, the report examines how well these vendors help FQHCs achieve an integrated care model, their organizational mission, and integration with affiliated and non-affiliated hospitals.

Cerner, one of the major software vendors in healthcare IT, has gone through significant changes over the last year and a half. In October 2021, they announced a new CEO and introduced RevElate as their go-forward patient accounting platform. Two months later, Oracle announced their intent to acquire Cerner. Customers soon reached out to KLAS, wanting to know about their peers’ experiences with these changes. To gather this information, KLAS has been meeting regularly with leaders from over 20 healthcare organizations. This report shares their transition experience and how it has impacted their confidence in Cerner—now Oracle Health—as their go-forward partner. Customer insights come from three rounds of interviews: <ul><li>Round 1—March 2022: Customers’ initial thoughts on company changes</li> <li>Round 2—July 2022: Customers’ perceptions after Oracle Health finalized acquisition of Cerner and announced company vision</li> <li>Round 3—November 2022: Customers’ impressions after Oracle Cerner Health Conference (OCHC)</li></ul> Note: For more customer feedback about recent company changes, read the <a href="https://klasresearch.com/report/cerner-flash-insights-2022-customers-initial-perspectives-on-big-company-changes/2776" target="_blank">Cerner Flash Insights report</a> and the <a href="https://klasresearch.com/report/cerner-soarian-financials-pulse-check-2022-understanding-soarian-financials-performance-as-a-possible-indicator-of-revelate-s-success/2813">Cerner Soarian Financials Pulse Check report</a>.

The benefits of public cloud are promising, as many <a href="https://klasresearch.com/report/aws-in-healthcare-2022-a-deeper-look-at-artificial-intelligence-and-machine-learning-capabilities/2869" target="_blank">Amazon Web Services</a> (AWS) and <a href="https://klasresearch.com/report/microsoft-cloud-technologies-in-healthcare-2022-part-of-a-public-cloud-providers-series-on-adoption-and-early-performance/2041" target="_blank">Microsoft</a> customers (both provider organizations and <a href="https://klasresearch.com/report/public-cloud-providers-2022-delivering-cloud-technology-to-hit-vendors/2799" target="_blank">vendors</a>) have noted in previous KLAS research. The first health systems using a public hyperscale cloud provider (e.g., AWS, Google Cloud Platform, Microsoft Azure) to support their EHR environment in the cloud have begun to go live, and interest in this approach is gaining momentum, particularly among Epic organizations. Most who are pursuing this path are just beginning their journey, but some are actively selecting their public cloud provider and planning next steps. KLAS recently interviewed 10 organizations who are considering moving part or all of their Epic environment to the cloud. This report shares which public cloud providers they are considering, what Epic environments they may move to the cloud, what goals and concerns they have, and what role third-party firms will play in the transition. Note: Epic reports having 6 customers with their full production environment in the public cloud, 97 customers with their full production environment in Epic’s private cloud, and the rest primarily on-premises.

Though beneficial, advances in technology put the healthcare industry at greater risk of cyber threats and security breaches. Security agencies like Clearwater offer solutions to identify and fortify weak points in a health system to ensure data and patient safety. This report examines the experiences of healthcare organizations using Clearwater’s IRM|Analysis software.

Consumer-facing solutions are quickly becoming a healthcare essential because they can facilitate better care quality for patients and improve administrative and operational efficiency for clinicians and staff. Orbita automates patient-provider communications and workflows—before, during, and after care. Further, its virtual assistants and conversational AI are intended to streamline routine tasks and help patients navigate their care journey. This report examines the experience of Orbita customers.

As electronic medical record (EMR) adoption grows worldwide, healthcare organizations considering this digital transformation all have the same question: what benefits can we really expect to receive from implementing an EMR? KLAS interviewed leaders at 36 non-US healthcare organizations—12 of which are HIMSS Level 6 or 7—to learn about their journey to realizing benefits from an EMR implementation. This white paper summarizes their insights, including what clinical and operational benefits they have seen, when those benefits were realized, and what recommendations they have for peer organizations.

Interoperability is a continued area of critical focus for the healthcare industry. There is no question that progress is being made, but there is still significant room for improvement. For this report, KLAS talked to vendor-identified deep adopters to take a holistic look at the current state of interoperability in ambulatory and enterprise EMRs and measure how close we are to an ideal state. The results reveal each vendor’s strengths and weaknesses within various areas of interoperability.

For years, documentation has been a pain point that has led to clinician frustration and burnout, but numerous strategies have emerged to ease that burden and enhance patient care. COVID-19 has exacerbated burnout, leading organizations to renew their focus on improving documentation. This report examines physician-facing documentation technology and services (i.e., ambient speech recognition, front-end speech recognition, CAPD, CDI, transcription services, and virtual scribes), how vendors compare in overall scores, and the key performance metrics of value and outcomes.

Purchasing energy in the 340B market has been high in recent years as (1) healthcare organizations have sought to increase savings, particularly in cost centers like pharmacies, and (2) 340B vendors have expanded the types of customers they serve. This report examines 49 recent purchase decisions validated by KLAS between October 2020 and October 2022 to understand why certain vendors are seeing the most purchase energy and who is being replaced. When available, satisfaction data from current customers is also included.

Healthcare organizations continue to feel the burden of revenue cycle management (RCM), committing significant resources to collect payments amid rising labor costs, staff turnover, and administrative waste. Janus offers the Janus Platform to help increase and accelerate cash collections, utilizing AI and automation to help organizations understand and optimize RCM workflow processes. This report examines customer satisfaction with the Janus Platform.

KLAS’ recent <a href="https://klasresearch.com/decision-insights/enterprise-resource-planning-erp/18" target="_blank">Decision Insights data</a> shows a large number of organizations are purchasing Workday’s enterprise resource planning (ERP) software, and for these organizations, a strong implementation partner is vital. This report examines the firms that provide leadership for implementations of Workday’s ERP suite. (Engagements for implementing other vendors’ ERP solutions are excluded from this research; KLAS plans to publish future research on firms that implement Infor’s and Oracle’s ERP platforms.)

Small hospitals are changing their EMRs and patient accounting systems at a greater rate than that of their large-hospital counterparts. Most market selection energy is going to Oracle Health (Cerner), MEDITECH, and Epic; small hospitals also use other vendors like athenahealth, CPSI, and MEDHOST. While many vendors offer viable clinical systems, there are significant differences across the customer experience with patient accounting that should not be overlooked by small hospitals. To help these organizations make more informed decisions, this report examines feedback from small hospitals (≥250 beds) about their patient accounting solutions.

Patient portals (tools used by healthcare providers to engage with patients) can greatly influence a patient’s ability to seek and receive care. Since the outbreak of COVID-19, healthcare organizations have become keenly interested in technology that gives patients ownership of their health and enhances office efficiencies. Though KLAS has historically looked at how portals perform in the IDN setting, this report examines the experience of customers in the independent ambulatory space (clinics not owned by a hospital/health system) to share their perspective and help other such organizations understand portals’ impact on patient care.

Vendors in the ambulatory space continue to work toward the goal of meeting the diverse and ever-changing needs of provider organizations. This report takes a first look at the PracticeSuite PM solution and how well it delivers to ambulatory practices and uses feedback from both direct provider and MSO customers. The data focuses on customer satisfaction and feature utilization among these customers.

New and more stringent regulations have increased documentation burden for long-term care (LTC) provider organizations, and this combined with other factors (COVID-19, staff turnover, increased LTC demand) has intensified clinician and nurse burnout in LTC. As a result, many organizations are pressing their LTC EMR vendors to address documentation challenges, simplify workflows while mitigating costs, and improve satisfaction in a market that has seen an overall decline. This report highlights which LTC EMR vendors are best delivering the quality, integration, and training needed to get the most value out of their systems.

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

Over the last few years, ambulatory RCM service firms have expanded and gained momentum in the outpatient market as provider organizations’ interest in RCM services has increased. The growth of non-EMR vendors in this space is especially notable. This report looks at National Medical Billing Services’ (NMBS) outsourced, surgery-focused RCM offerings and how satisfied ambulatory surgical centers are with these services.

Drug procurement is a large expenditure for health systems, and it is often complex and time consuming to optimize spending. QuicksortRx hopes to reduce this burden with their pharmacy decision support platform that aims to use real-time data analysis to lower pharmacy spend efficiently. This report examines the experiences of customers using the QuicksortRx platform.

With regulatory and financial pressures increasing, many healthcare organizations continue to move to cloud-based enterprise resource planning (ERP) solutions, utilizing them to boost efficiency and provide insights into how business processes can improve. To implement and optimize these solutions, organizations rely on their ERP vendors, who sometimes provide an inconsistent customer experience. This report examines (1) customer adoption across the three ERP pillars—financials, human capital management (HCM), and supply chain management—(2) the performance of enterprise ERP vendors, and (3) customer optimism about how vendors will perform in the future.

GAVS Technologies provides a variety of HIT services, including IT security, IT advisory, technical, and partial IT outsourcing services. This report takes a high-level first look at these professional service offerings as well as the experiences, outcomes, and satisfaction of GAVS’ clients. For this report, KLAS interviewed both US and non-US clients.

The need for reliable information continues to grow, and in order to remain attractive in the market, healthcare IT organizations need interoperability partners to facilitate quick, standardized, and reliable information exchange. This report provides a first look at Healthjump’s interoperability platform by examining satisfaction and feature adoption among vendor customers.

Although behavioral healthcare has unique regulations and processes, there is a need for behavioral care to be closely integrated with physical care. NextGen Healthcare seeks to help customers achieve this with NextGen Behavioral Health Suite, saying they intend to offer quality service and strong integrated care options to customers. To understand the vendor’s performance, this report examines the satisfaction and experience of customers using Behavioral Health Suite.

Facing staffing challenges and an increasingly consumer-centric market, healthcare organizations need software that drives outcomes like improved care flow and decreased burden on nurse triage lines. This report details customers’ experience with Clearstep, who offers AI chat-based solutions that facilitate triage, in conjunction with other patient engagement–focused digital health platforms.

In the IT advisory space, many firms perform well, but the breadth of their expertise varies—some firms offer many services, while others focus on a specific area. This report examines the breadth of firms’ validated services as well as client satisfaction and performance consistency. To provide better transparency into IT advisory services, KLAS has broken them into the following four segments: IT planning and assessment, revenue cycle optimization, clinical optimization, and analytics advisory services. Additionally, this report categorizes firms into four groups based on validated engagements:

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 2023.

The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. Global awards are given in the following software market segments: (1) acute care EMR, (2) clinical portals, (3) digital pathology, (4) PACS, and (5) virtual conferencing platforms.

An individual’s health is heavily affected by their own health literacy. Engagement with quality health education resources can help people stay healthier, help them recognize when they need care, and minimize unnecessary readmissions. This report looks at feedback from healthcare organization customers using Healthwise’s patient education solution, which provides organizations with educational content and the means to engage patients in that content.

Keeping up with Medicare pricing, making edits, and processing claims can be burdensome for healthcare payers. HealthEdge’s Source product (acquired from Burgess in 2020) is intended to ease these burdens by automating important steps in the claims process, providing biweekly updates around Medicare pricing guidelines, and offering first-pass pricing and editing. This report examines HealthEdge customers’ satisfaction and the outcomes they have achieved with the solution.

The infusion delivery solution market is mainly dominated by a few large, well-established vendors. Fresenius Kabi’s Ivenix LVP is the newest smart pump to enter the market and is meant to leverage modern technologies to fundamentally improve the infusion delivery experience. This report examines customer experiences from healthcare organizations currently using Fresenius Kabi’s Ivenix Infusion System LVP.

SAP is an established name in healthcare and has been measured by KLAS for years in individual market segments (specifically analytics and talent management). This report is a first comprehensive look at the SAP platform and the experiences of customers, particularly those using multiple solutions to execute their financial, staffing, and operational strategies. The following pages share (1) an overview of SAP’s platform; (2) key insights on the overall SAP technology experience, including strengths and opportunities for improvement; and (3) customers’ future plans with SAP.

The infection control market is seeing increased adoption as the pandemic has emphasized the need for infection control solutions. Healthcare organizations have broadened their product’s functionality to adapt to pandemic-related needs, and many are considering best-of-breed offerings and—when available—their EMR vendor’s offering. As organizations evaluate their needs, they are looking to vendors to help drive meaningful outcomes and offer support should another healthcare emergency arise. This report examines the outcomes infection control vendors are helping users achieve, customer satisfaction, and optimism around how well vendors could support organizations in future healthcare emergencies.

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

The financial well-being of healthcare organizations is critical, especially given the macroeconomic pressures they face today. Many are looking at claims management and clearinghouse technology to maximize cash collections and reduce administrative burdens. To better understand what factors are influencing purchase decisions and which vendors are seen as capable of driving success, this report examines 24 recent purchase decisions validated by KLAS between February 2020 and November 2022. For additional context, satisfaction data from current customers is also included. It should be noted that the decisions in this report are not a comprehensive representation of all claims management purchase decisions made in the last several years.

Prior authorization is mandated by payers to ensure that certain clinical procedures and medications being ordered are necessary. To alleviate the heavy administrative burden this requirement causes, healthcare organizations have adopted automated prior authorization solutions. For this report, KLAS interviewed 30 respondents from 26 unique organizations to understand their experiences using these solutions and what outcomes they have seen.

The Bluesight CostCheck solution (formerly Kit Check Bluesight Insights) assists hospitals and health systems with making intelligent buying decisions by providing real-time market insights. <a href="https://klasresearch.com/report/bluesight-insights-emerging-technology-spotlight-2021/1926" target="_blank">KLAS reported on the product in May 2021</a>, when it was Bluesight Insights and there were six unique customers live. The vendor has expanded the product to 44 fully live facilities at 15 unique organization and implemented several upgrades, including improved reporting and prioritized recommendations. This report provides a second look at how the CostCheck customer experience is progressing through the solution’s growth and changes.

In September 2022, KLAS hosted the sixth annual Digital Health Investment Symposium (DHIS). Executives from healthcare provider organizations, HIT companies, investors, and innovators came together to collaborate on important developments in healthcare technology. Drawing on insights from a pre-summit survey as well as insights shared at the summit in small-group discussions, this paper highlights core challenges identified by summit participants and short-term and long-term solutions.

Since KLAS’ <a href="https://klasresearch.com/report/strategic-manda-2019-a-recipe-for-success-with-mergers-and-acquisitions/1604">last report</a> on M&A activity, there have been several notable vendor mergers and acquisitions affecting the healthcare IT landscape, and many healthcare organizations have needed to navigate the resulting disruptions. This report provides an update on how customer satisfaction has been affected by recent M&A activity and what makes vendors more or less resilient during this type of change. This report includes 26 solutions from 20 different vendors, all of which have been affected by a merger or acquisition in the last few years.

Newborn infants are susceptible to abduction attempts and mother/infant mismatches, presenting healthcare organizations with unique safety and security challenges. GuardRFID offers the TotGuard Infant Security System (software and hardware) to provide a safe environment for families through RTLS. The system utilizes real-time tracking and automated alerts to enable provider organizations to monitor and ensure the safety of infant patients. This report examines customer experiences and satisfaction with the TotGuard system.

The Canadian EMR market has seen steady purchasing activity in recent years, with healthcare organizations (ranging from small standalone hospitals to province-wide entities) making go-forward decisions, particularly in Ontario. This activity will likely continue, as eastern provinces like Quebec and Nova Scotia are in the process of selecting a go-forward solution. To maximize their chances of achieving success with an EMR, many organizations partner with third-party consulting firms, which can assist with various aspects of the EMR life cycle. This report—KLAS’ first to focus on EMR services in Canada—draws from perspectives of 21 Canadian organizations who have engaged firms for EMR services to identify what services these firms have provided to survey respondents and how well client needs have been met across engagement types. The data comes from engagements that occurred between November 2020 and November 2022.

Inefficient care transitions lead to wasted time and energy, increased risk of human error, and potentially poor experiences for both patients and providers. Despite the industry’s attempts to ensure the right information is sent to the right people at the right time, healthcare organizations must often revert to manual processes for data entry, verification, and communication. Some organizations use or want to use technology to streamline their transitions of care (TOC). This report—KLAS’ first to look at TOC—draws from the perspectives of 95 healthcare leaders across multiple care settings to understand their adoption of care transition technology, the challenges they encounter in their care settings, and the vendors they are considering.

Health systems rely on IV workflow management solutions to streamline and improve pharmacy operations. Functionality has emerged as the most important criteria for prospective clients; however, no vendor both meets all customer needs and performs at a high level, and each customer base notes gaps in functionality. To (1) understand which solutions are being selected and why and (2) help provider organizations select solutions that meet their unique needs, this report examines 35 recently finalized or pending purchase decisions validated by KLAS between February 2020 and June 2022. Customer satisfaction data provides additional context on which vendors best meet customer expectations.

Health systems are increasingly working to get the most out of their IT investments. Focusing on a strong implementation can have a huge impact. Analysis of KLAS data gathered from 2018–2022 suggests that the quality of an implementation may be more important than the technology selected. This white paper offers early insights on how the quality of an implementation impacts outcomes and user satisfaction. The data primarily focuses on solutions that require complex, large-scale implementations (e.g., acute care EMRs, ERP solutions, patient accounting systems, and PACS solutions). This study is part of KLAS’ new Landmark Insights initiative—aimed at helping health systems currently implementing an HIT solution determine whether their project is on track for success. <a href="https://klasresearch.com/erp" target="_blank">Click here</a> to learn how KLAS can bring transparency to your HIT implementation.

As healthcare organizations have come out of the peak of the COVID-19 pandemic, EMR purchase decisions in Asia have ramped up. In Oceania, most public hospitals have an EMR in place, but purchase energy remains high since many public and private provider organizations are planning large-scale purchases of go-forward EMRs. This report—KLAS’ first focused exclusively on Asia and Oceania—highlights (1) market share and vendor energy in recent EMR purchase decisions and (2) vendor performance in each region based on client feedback and experience. The chart below offers a high-level view of vendors’ overall performance.

Many healthcare organizations are working to expand and mature their enterprise imaging (EI) strategies to bring together more facilities and service lines. At the same time, both vendors and healthcare organizations are experiencing staffing and budget constraints, leading to a host of financial and operational difficulties. In this environment, some vendors are surmounting challenges and providing the partnership and innovation customers need, while others are struggling to deliver consistently. This report provides an update on vendor performance, based on perspectives from 178 organizations live with EI.

In the US, digital pathology for primary diagnosis is relatively new and still gaining traction. Robust and reliable digital pathology solutions are needed to accommodate the growth of this field. Sectra’s digital pathology solution already has a strong presence in Europe and is starting to gain one in the US as digital pathology for primary diagnosis becomes more common. This report examines the experience of Sectra’s first US customers.

Most practice management (PM) solutions have lengthy tenure in the market, yet not all vendors successfully meet practices’ needs—which include strong technology and a vendor who acts as a partner in customer success. Historically, KLAS has split PM data by midsize (11–75 physicians) and large practices (76+ physicians); however, independent practices (clinics not owned by a hospital/health system) and owned practices (clinics owned by a hospital/health system) also have different needs and gravitate toward different vendors. Due to this trend, this report examines which PM vendors best deliver to customers’ expectations for midsize and large practices as well as for independent and owned practices.

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

Moxe aims to connect provider and payer organizations, simplify and expand data collection methods, and deliver data that drives smarter, simpler healthcare operations and improved outcomes. The Digital ROI solution automates release of information (ROI) so that provider organizations can focus on patients and payers can get clinical data when and how they need it. This report examines customers’ experiences and satisfaction with the Moxe product.

Healthcare organizations need accessible and accurate cost information to combat shrinking margins and assist in the transition to value-based care. By organizing clinical, supply chain, and reimbursement information into actionable costing data, Harris Affinity’s ADS Costing helps provider organizations understand utilization costs to make informed decisions and manage spending. This report examines the experiences of US and Canadian customers of ADS Costing.

Administrative staff at healthcare organizations need to effectively facilitate and coordinate care for patients and guide them through their healthcare journey. Effective administrative communication can improve the overall patient experience and simultaneously free up clinicians so they can focus on providing quality care. This report offers a first look at Rhinogram, a solution intended to deliver administrative communication to patients through text messaging, live video consults, social media messaging, website messaging, and contactless payment options.

Public cloud providers are increasingly important to how HIT vendors deliver software to provider and payer organizations. To help HIT vendors make informed decisions about which public cloud provider can best meet their needs, this report examines (1) how industry adoption of public cloud solutions is progressing and (2) how well public cloud providers perform in key areas, including their strengths and improvement opportunities.

Healthcare organizations are taking a new approach to planning and budgeting—moving away from static yearly budgets set by a financial team toward an agile, rolling approach that leverages data from multiple sources and involves non-finance personnel. This report provides an introduction on the two main financial planning and analysis vendors that organizations are using to support this change—Strata Decision Technology and Syntellis Performance Solutions. The following pages share customer insights on the solutions’ functionality and integration and how well the vendors help customers adopt tools to meet their budgeting needs.

CDS reference tools enable clinical users to follow standard treatment recommendations and more quickly and confidently make clinical decisions. However, tools that lack strong content, searchability, and EMR integration are not efficient for point-of-care workflows and can frustrate users, especially those already experiencing burnout. Some CDS vendors are addressing user frustration and report their solutions have evolved to be more user friendly. To understand the customer experience and how each solution is being adopted, this report draws on feedback from a subset of clinical users (defined in this report as physicians, nurses, and pharmacists) as well as feedback from vendors’ general customer bases.

Self-insured employers looking to reduce costs and improve employees’ health often turn to services firms to set up and manage on-site or near-site clinics. This vendor guide is intended to provide a simple starting point for employers investigating employer-sponsored healthcare services. The guide focuses on firms that (1) provide primary care and other related services, including telehealth, behavioral health, and wellness centers, (2) operate across multiple US regions, and (3) are not owned or operated by healthcare organizations. All such firms known to KLAS as of November 2022 are included in this guide.

With an increasing focus on patient outcomes, healthcare organizations are striving to make it easier for doctors to provide quality care. IQVIA Healthplug is a point-of-care clinician tool that puts needed information in clinicians’ hands, allowing them to use mobile devices to access patient records, make prescriptions, track notes, send messages, manage referrals, access schedules, and more. This report seeks to validate adoption of Healthplug’s key features and provide an overview of the customer experience.

Healthcare worker efficiency is more important now than ever before. However, EMRs are not fully optimized, and unnecessary clicks and navigation eat up providers’ time. TransformativeMed Cores is intended to integrate deeply with health systems’ EMR solutions in an effort to streamline multiple provider workflows. This report seeks to validate customer adoption of Cores’ key features and examines customer experiences with the solution.

Value-based care (VBC) has been established as a priority among healthcare organizations and payers as participants have gained more experience in managing their quality metrics and contracts, ultimately realizing returns on their investments. For this report, KLAS talked to 54 healthcare executives—including CEOs, CFOs, CIOs, CMIOs, COOs, VPs and directors of population health, and VPs of analytics—to gauge how they are moving beyond pay-for-performance into risk-bearing contracts over the next three years and their perceptions on which vendors can help them achieve their upcoming goals with VBC.

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

The COVID-19 pandemic brought a wave of challenges to facility-based post–acute care organizations (i.e., SNFs, LTCHs, and IRFs). Staffing has become a particular pain point, with organizations citing burnout, increased competition with staffing firms, and intensive patient care for severe COVID-19 cases as contributing factors. To help organizations understand how peers are approaching the current environment, KLAS interviewed 82 leaders from facility-based post–acute care organizations regarding the top challenges they face and the technology vendors they use or have considered investing in to address these challenges.

The homecare market has surged as healthcare organizations have sought to maintain quality patient care throughout the pandemic and fulfill requirements for value-based reimbursement. Organizations are looking to expand their homecare offerings; however, the pandemic has exacerbated staffing shortages and decreased bandwidth, making operations—let alone growth—difficult. To help organizations understand how peers are approaching the current environment, KLAS interviewed 88 leaders from home-based care organizations regarding the top challenges they face and the technology vendors they use or have considered investing in to address these challenges.

KLAS research shows that HIT vendors see more sales and increased retention rates when they continually develop new features to help drive greater success and adoption among customers. In a recent study, KLAS interviewed 55 HIT vendors about how they roll out upgrades to customers. Drawing from those insights and vendor performance data, this white paper outlines four areas that are critical to ensuring smooth upgrades for both vendors and customers: clear communication, training, proactive assistance with upgrades and adoption, and all customers being on the latest version of the product.

The US PACS market is poised for change. Several vendors have made or undergone acquisitions, and some vendors have large customer bases still on legacy solutions. Over 30% of the 368 organizations interviewed for this report are at risk of replacing their current vendor, and organizations are looking for vendor partners to advance their enterprise imaging strategies. Further, industry-wide staff shortages have led to support and innovation challenges among PACS vendors. This report examines how these vendors have addressed this shifting market’s challenges and met the needs of customers with large volumes (300,000+ studies per year) and small/midsize volumes (<300,000 studies per year).

Newborn infants pose unique security and safety challenges for healthcare organizations, including potential abduction attempts and mother/infant mismatches. STANLEY Healthcare, recently acquired by Securitas, offers Hugs Infant Protection (software and hardware) to safeguard families and providers through real-time tracking and automated security alerts. The Hugs product line includes a legacy generation (launched in 1998) and the current generation (launched in 2014). This report examines customer experiences with the current generation of Hugs Infant Protection.

Small practices provide a significant amount of the outpatient care in the US, and their needs differ from those of their larger counterparts. When it comes to EMR/PM technology, these practices expect up-to-date functionality, steady product performance, solid implementation and training, and an integrated suite of solutions from a single vendor—all at a price point that makes sense for a small practice’s budget. This is a tall order, but some vendors have stepped up to the challenge in multiple areas of delivery. This report provides the latest view on how the major vendors in this market perform and which ones stand out in the areas that small practices (2–10 physicians) care about most.

Provider and payer organizations are increasingly concerned about their strategies for digital capabilities that affect operations and patient care. By 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 Impact Advisors for digital transformation work.

The number of patients with chronic diseases is increasing, which adds strain on laboratory information systems (LIS) and the staff who manage them. To meet this demand and the acceleration of value-based care, laboratories can’t be an afterthought anymore; they need improved integration and more up-to-date systems supported by expert laboratory personnel. JTG Consulting Group provides staffing services for a wide range of HIT solutions but focuses heavily on the laboratory space. This report evaluates the experiences of their healthcare clients.

The home health market has seen renewed energy since 2020 as COVID-19 and efforts to improve outcomes and decrease costs have shifted more care to the home. As a result, the number of home health agencies has grown. Amid this growth, home health agencies continue to face complex billing and a limited labor market. They want to make the right EMR investments and fully leverage those investments in ways that improve operational efficiency and interoperability, minimize the need for other IT purchases, and keep clinicians happy (thereby mitigating turnover). This report looks at which home health vendors best drive clinician satisfaction. A similar report for hospice is planned for 2023.

Healthcare organizations’ ability to create an environment where patients and staff can reliably use Wi-Fi and a cellular infrastructure is no longer a luxury; it is a necessity, especially as utilization of 5G and Wi-Fi 6 increases. Unfortunately, many organizations today rely on aged, unreliable Wi-Fi infrastructure and cellular coverage that may be limited or nonexistent. The firm Health Systems Informatics—or HSi—aims to help organizations grappling with this challenge. This report evaluates the experience of clients who have used Wi-Fi and cellular infrastructure services through the firm’s HSi Technology Solutions (HTS) division.

Acquiring an accurate medication history from a patient requires a lot of time from providers. Surescripts Medication History aims to lighten that load by collating records from outside pharmacies and pharmacy benefit managers as well as closing gaps in records so providers can more easily reconcile medication information. This report evaluates customer satisfaction with Medication History and validates customer adoption. All customers interviewed use Epic as their EMR.

The scope of HIT staffing projects—including the length, complexity, and skill sets of participants—can vary widely from engagement to engagement. What remains consistent is the need for high-quality, well-matched consultants who drive value and achieve desired outcomes. In this market, provider organizations struggle to find these consultants, so firms like Continuum Health IT can provide staff to help implement, support, and optimize different solutions, specifically EMR systems. This report evaluates the experiences of healthcare organizations that have used Continuum Health IT’s HIT staffing services.

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

Credentialing management has historically required dozens of spreadsheets, manual data entry, and painstaking monitoring of multiple payer, state, and national databases—causing significant inefficiencies and expenses. Vendors providing credentialing software and/or services promise major efficiency gains for healthcare organizations, but not all offerings are equally effective. This report examines three strong predictors of efficiency—the use of automations, strong credentialing workflows, and vendor partnership/guidance—to determine how well vendors are living up to their promises.

Operational limitations—such as variable staff and patient availability—can make it difficult for healthcare organizations to effectively manage infusion scheduling. This often leads to volatile workloads in which resources may be both under- and overutilized in the course of a single day. LeanTaaS iQueue for Infusion Centers leverages machine learning and predictive analytics to optimize scheduling templates, level load daily schedules, and flag future problem days for preventive action. This report examines customers’ experiences and satisfaction with iQueue for Infusion Centers.

Pharmacy is the largest category of non-labor spend in healthcare and is one of the most complex areas of spend across any industry. Annually, there is considerable healthcare expenditure that is exacerbated by gaps in the pharmacy supply chain. Pharmacy buyers have limited tools to assist with ordering, costing health systems millions every year. Additionally, procuring medication at affordable prices is a concern for providers, pharmacies, and patients. This report offers an at-a-glance profile of Trulla, a pharmacy procurement software application aimed at helping pharmacy buyers select the most economic NDCs and suppliers, ultimately improving the drug-purchasing process.

Patient-driven care management solutions have the potential to improve the overall quality of patient care and to drive outcomes by enabling clinicians to monitor and stay connected with patients across their healthcare journey—including before, during, and after hospitalization. This report seeks to validate the experiences of customers (both US and non-US) with SeamlessMD’s digital patient engagement platform.

Healthcare organizations’ ability to record accurate and complete clinical information is critical to improving patient outcomes, data quality, and claims reimbursement. With their comprehensive CDI services, Claro Healthcare aims to help organizations enhance and expand CDI programs across inpatient, outpatient, and professional fee settings, thus allowing organizations to achieve better quality of care and accurate reimbursements. This report examines the experience and satisfaction of Claro Healthcare’s clients.

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">KLAS’ report on global digital pathology</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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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 Microsoft Cloud Technologies, 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. Note: In October 2021, Microsoft Cloud for Healthcare became generally available; this solution was not specifically targeted in this research.

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. 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.

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.

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">Previous KLAS research</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.

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

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.

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.

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.

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.

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>

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—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: <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>

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. 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.

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.

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.

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.† This report examines customers’ experiences using Surfacide’s Helios UV-C System. <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.

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.

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

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. <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.

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">report on the patient perspective</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.

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).

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.

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 over 500 respondents from such organizations regarding the areas most in need of improvement from their EMR vendor.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

Excited by the potential time and money savings, many healthcare organizations want a deeper understanding of what artificial intelligence (AI) and machine learning (ML) technology from public cloud providers could do for them. This research, a follow-up to KLAS’ <a href=https://klasresearch.com/report/aws-in-healthcare-2021-part-of-a-public-cloud-providers-series/1902>2021 report</a> on Amazon Web Services (AWS), examines the experiences of 13 payer and provider organizations using AWS AI/ML offerings. This study is meant to help organizations considering AWS understand what technologies are being used, the overall customer experience, and the impact of these offerings. This report also shares AWS clients’ insights into their selection process and their perceptions of Google Cloud Platform (GCP) and Microsoft Cloud (both of which will be the focus of future reports). To learn how KLAS defines AI and ML, see <a href=https://klasresearch.com/report/healthcare-ai-chime-edition-2019-actualizing-the-potential-of-artificial-intelligence/1657>Healthcare AI CHIME Edition 2019: Actualizing the Potential of Artificial Intelligence</a>.

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