Canada PACS 2024
Market Volatility Heightens as Organizations Look to Improve Their Experience

Note: Data for this report comes from organizations that process more than 20,000 studies annually (the market actively tracked by KLAS).

Sectra’s High Customer Satisfaction Driven by Strong Training & Ease of Use; GE HealthCare’s Service & Support Stand Out

Fujifilm, Philips & Intelerad Respondents Report Dissatisfaction, Pointing to Weak or Inconsistent Support

On average, interviewed customers of Fujifilm, Philips, and Intelerad are less satisfied than other vendors’ respondents. Interviewed Fujifilm customers tend to be smaller (<100K studies annually). Two respondents report high satisfaction. In contrast, other respondents mention the challenges of working with Fujifilm’s reseller and third-party support (e.g., delayed fixes); this poor experience has caused satisfaction to be lower in Canada than in other regions where Synapse is used. One interviewed customer has definitive plans to replace the product, and multiple are actively considering other options. Philips offers two products in Canada: Image Management Vue PACS and IntelliSpace PACS (this report shares insights about only the former). Image Management Vue PACS is highlighted for its ease of use, and many respondents originally purchased the product for this reason. Philips’ support team is perceived as genuinely committed to helping resolve issues, yet respondents would like to see improvements, as they have had to extend timelines and escalate issues to executives when support has fallen short. Some customers attribute the decline in support to Philips’ Carestream acquisition; others say that because the product’s back-end coding frequently breaks in unique ways—especially during upgrades—it is difficult for the support team to quickly resolve issues. Since 2017, Intelerad’s overall performance score has dropped 21 points (on a 100–point scale); this is due to myriad product acquisitions that have weakened the support and caused significant staff turnover.

AGFA Respondents Largely Optimistic about Go-Forward Product

AGFA HealthCare has a long history in Canada, with a number of large, multi-site customers (>1 million studies annually) that span entire provinces. Customers use either IMPAX (the legacy product) or Enterprise Imaging for Radiology (the go-forward product). IMPAX is nearing the end of its life, and at least half of IMPAX users are interested in moving to the go-forward product. Respondents using Enterprise Imaging for Radiology are significantly more satisfied than respondents using IMPAX, though there are still opportunities for the go-forward product to be improved. Bumpy implementations, unhelpful support, and poor communication are all mentioned as concerns. Additionally, while respondents say Enterprise Imaging for Radiology is solid and that the back end is noticeably better than IMPAX’s, the product is missing some functionality that is available in IMPAX (e.g., personalization options, shortcuts). Still, users on the go-forward product are largely optimistic about its road map, saying versions 8.2 and beyond will likely boost their satisfaction with functionality.

AGFA, Sectra & Change Healthcare Part of Long-Term Plans; Intelerad, GE HealthCare* & Philips* Most Vulnerable

About This Report 

Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted over the last 12 months using KLAS’ standard quantitative evaluation for healthcare software, which is composed of 16 numeric ratings questions and 4 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into six customer experience pillars—culture, loyalty, operations, product, relationship, and value.

Sample Sizes

Unless otherwise noted, sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique customer organizations interviewed for a given vendor or solution. However, it should be noted that to allow for the representation of differing perspectives within any one customer organization, samples may include surveys from different individuals at the same organization. The table below shows the total number of unique organizations interviewed for each vendor or solution as well as the total number of individual respondents.

Product Designations Used in This Report

• Superseded [S]: Legacy solutions or other solutions that are not generally marketed or whose marketing is superseded by another solution in the same category.