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Decision Insights 2019
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Decision Insights 2019
National Trends

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What are Decision Insights?


For over 20 years, KLAS has reported on the experiences and reported outcomes of vendors' current customers.


In 2018, KLAS began sharing Decision Insights, which reveal the perceptions and plans of both current and potential customers.


Decision Insights are recorded when provider organizations report to KLAS that they have made an HIT solution change in the past 12 months or plan to make a change in the next 24 months.

Decision Insights help provider organizations understand which vendors have market energy and why other organizations are considering these vendors.

Decision Insights are not designed to be a comprehensive census or win/loss market share study.




Purchase Energy Highest for PACS, Population Health, ERP, and Secure Communications Solutions

In 2018, KLAS collected insights regarding 1,361 HIT purchasing decisions. These insights came from 798 healthcare organizations who had recently purchased or who were planning to purchase a software solution. Outside of acute and ambulatory care EMR, the market segments with the most purchase energy in 2018 were PACS, population health management, ERP, and secure communications. These market segments are also some of the most researched by visitors to the KLAS website.

The graphics below show the overall consideration energy, customer retention rate, and KLAS satisfaction score for the vendors in each of these segments. Vendors in the upper right quadrant with a green satisfaction circle are the market leaders in buying energy, customer retention, and customer satisfaction.





Purchasing Drivers by Market Segment

Every market is different. The chart below provides details about the most common purchasing drivers in the market segments in which KLAS has interviewed at least 15 unique organizations about their plans to adopt new software.




Highest-Energy HIT Vendors: Who Satisfies and Keeps Their Customers?

In decisions across the entire HIT software spectrum, 35 vendors received at least 10 considerations. These vendors with high market energy may or may not be direct competitors with each other. Only 11 of the 35 can boast both high customer satisfaction (Overall Performance Score >85) and high customer retention (>90% of current customers on go-forward solution plan to stay). These vendors are bolded in the chart below.


Innovation a Common Thread for High Performers Who Are Considered in HIT Decisions


Organizations Putting Integration over Functionality in Replacement Decisions; Price Isn’t a Top-5 Consideration

When vendors are replaced, the most common reason organizations cite is poor integration with other systems, often the EMR. These organizations are looking for systems that allow users to access patient data across the whole continuum of care. The next most common reason is consolidation; CIOs want to be able to support fewer products in their IT environments. Functionality is third—frustrated with overselling and unkept enhancement promises, organizations want products that work as promoted. Although price is a factor in any HIT purchase, it is only the seventh most common reason a product is replaced.

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This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2019 KLAS Enterprises, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.