CDI Services 2014
Providing Light to Documentation Darkness

WORTH KNOWING:

NAVIGANT AND NUANCE (J.A. THOMAS) DELIVER STRONG SUPPORT FOR CONTINUED CDI SUCCESS

High CDI sustainability comes from constant CDI firm support, training, reports, and optimization. Nuance is praised for continual support; Navigant is applauded for immediate service and gets the edge over Nuance in overall satisfaction due to extremely personalized attention to a much smaller client base. Lower-ranked Precyse has the shortest engagements.

PHYSICIAN TRAINING NOT THE SILVER BULLET FOR CDI SUCCESS

Although KLAS found a direct correlation between on-site physician training and improved physician behavior, providers using a full CDI program reported greater success in CMI/financial outcomes than those using physician training alone. Advisory Board and PwC often deliver exceptional on-site physician trainers, facilitating high physician adoption/response; however, customers of PwC experience a much higher level of CMI/financial impact due to PwC’s breadth of engagement. 

LOWEST OVERALL PERFORMER 3M HOLDS HIGHEST MINDSHARE

3M has a lengthy lead in CDI mindshare and the lowest overall customer satisfaction in this report. Client experiences are inconsistent, with some praising 3M’s resources and technology while others are frustrated with unmet expectations, specifically in training, support, and reporting.

BOTTOM LINE ON FIRMS

BEST-OF-BREED CDI FIRMS

NAVIGANT:

High performer. Most clients are long-term CDI partners; the few new clients chose them for ICD-10 preparation. Trains clinical documentation specialists (CDSs) and physicians, and staffs CDSs while clients get up to speed. Offers strong resources. Providers like Navigant’s CDI tools but feel they could be more robust. 

NUANCE (J.A. THOMAS):

Rave reviews for physician education and engagement. Guarantees provider success in CMI impact with structured CDI approach focused on long-term customer success. Very large CDI customer base; many providers chose Nuance because of prior experience with them. Maintains performance because of active involvement in delivering reports and analyzing organizations’ status. Some clients wish reports were fewer and/or prioritized. 

ENTERPRISE/REVENUE CYCLE FIRMS

ADVISORY BOARD:

Top CDI strength is physician training/engagement. Resources are not consistent, as some providers feel the trainers were mediocre. Minimal CMI/ financial impact, but several clients didn’t expect high ROI from CMI. 

DELOITTE:

Strong clinical and revenue cycle background yields a reputation for quality consultants with clinical and CDI expertise. Highly service focused; lack of highly developed CDI tools is a weakness. Most CDI projects are part of a larger engagement within organization. 

HURON:

Focuses mainly on CDSs and CDS workflow rather than physician engagement/training. Lower score in ICD-10 preparation due to lack of ICD-10 direction or tool offerings. Overall, meeting but not exceeding expectations. 

PWC:

Offers a flexible approach. Many use PwC in several areas of their organization. Clients pleased with PwC’s high level of partnership. Almost always provides tools and CDS/physician training to clients, leading to high CMI/financial impact. 

MEDASSETS*:

Early data firm, but initial feedback is positive. Customers very pleased with intimate, stellar support. Some shared concerns with IT and tool/software functionality.

*Preliminary data vendor

CAC + CDI FIRMS

3M:

High breadth of CDI services and large industry CDI software and services footprint, but overall lowest performance, which is consistent across 3M’s three tiers of CDI engagement. Some find success through robust tools and strong resources. Others struggle with inconsistent training and support that is not as responsive as it used to be. Many providers choose 3M based on existing relationship and integrated CAC and CDI; when not chosen, it is often due to cost.  

PRECYSE:

Market traction from ICD- 0 education program, Precyse University. Most customers are new and have upcoming CAC implementations with Precyse. Offers strong peer- o-peer training. While client optimism is high, some lower-performing customers are waiting for more ROI. 

OPTUM*:

Early data firm, with high interest, particularly from the large base of providers on or implementing Optum’s CAC. Mainly performs small projects. 

*Preliminary data vendor

SOFTWARE-ONLY FIRMS

CHARTWISE*:

Web-based solution. Praised for standout service, customer engagement, and affordability. Clients note strong reporting and ease of use and are confident in ICD-10 transition.

*Preliminary data vendor

Note: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emergency markets with a smaller number of live clients.

Project Manager
Robert Ellis