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Drug Diversion Monitoring 2022
What Outcomes Are Provider Organizations Achieving?

author - Jackson Tate
Jackson Tate
author - Jennifer Hickenlooper
Jennifer Hickenlooper
June 21, 2022 | Read Time: 6  minutes

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.

outcomes at a glance

Kit Check Customers Say High Ease of Use Facilitates Outcomes

Kit Check and HelioMetrics customers report the most success in achieving tangible outcomes. Customers of Kit Check—who is the market share leader and one of the higher-performing vendors in this report—say the product is easy to use, allowing them to quickly identify potential diversion events and thereby save time and money. Respondents also name the daily benchmarking and reporting and the auditing process as strengths, and they appreciate that the vendor meets regularly with customers to offer guidance. Respondents say Kit Check could facilitate additional outcomes by improving the pharmacy modules, expanding the analytics and reporting, and decreasing the amount of manual data entry in the solution. Customers of HelioMetrics (limited data) report the product offers complex functionality that drives organizational, clinical, and behavioral outcomes. Recent training improvements have helped users extract better insights from the product. Respondents say additional out-of-the-box reports could help other end users (e.g., nurses) adopt the technology more deeply. Of the 18 Medacist respondents in this sample, 13 use the original product—RxAuditor—and all but one of these customers are planning to switch vendors. 4 of the 5 customers on Medacist’s newer product—RxAuditor Investigate—are highly satisfied and say the product has helped them achieve outcomes. Most RxAuditor Investigate respondents feel ease of use could be improved.

Protenus’ Proactive Diversion Insights Guide Customer Investigations

delivery of new technology and proactive diversion monitoring capabilitiesCustomers of high performer Protenus say the solution offers proactive insights by assigning staff members a suspicion score based on their past behaviors; this score indicates the likelihood of someone diverting drugs or being non-compliant with health system protocols. Clients say the solution identifies potential diversion events very well, and they see it as leading the market in terms of functionality and innovation. Protenus’ support is described as proactive; the vendor meets routinely with customers, and respondents appreciate that the vendor’s quarterly updates are based on customers’ development suggestions. Pharmacy users sometimes find the system unintuitive (some mentioned the perception that the system was intended more for patient privacy monitoring). Also, customers would like Protenus to expand system access for various users, including nurses, pharmacists, and managers. Customer feedback on Invistics (limited data) indicates the product offers robust functionality, particularly for nurses; this includes daily, proactive data-source updates and the ability to stratify potential high-risk events and behaviors. Some customers say the product drives outcomes like improved workflows and efficiency, though those outcomes required more effort than expected because of a steep learning curve and insufficient implementation and training resources from Invistics. Regarding support, customer feedback is mixed—some respondents say they meet regularly with Invistics and receive strong phone support, while others are less satisfied. Almost half of interviewed customers feel the vendor does not keep all their promises.

Despite Mixed Experience with BD’s Guidance & Support, Customers Feel Optimistic about the Future

Customer feedback around BD’s guidance and support is mixed. More-satisfied respondents feel they have a partnership with BD and receive the help they need. Those who are less satisfied report challenges achieving desired outcomes, and many want more proactive guidance, training, and best practices for using the product—a desire broadly reported by customers of all vendors in the drug diversion monitoring market. While the majority of BD respondents are satisfied overall with the product’s broad functionality, they say that for their long-term needs to be met, BD needs to deliver on previously promised capabilities and improve the product—e.g., reduce false positives, enhance functionality in procedural areas, and strengthen integration capabilities. Customers are optimistic BD can make this happen and will continue to deliver new technology that meets their needs.

vendor guidance support in improving product utilization

Customer Satisfaction with Imprivata (Limited Data) Has Significantly Declined

Imprivata (limited data) supports their product with managed services, where designated analysts identify potential diversion opportunities. These services are seen as critical to customers’ diversion monitoring efforts. Though customers report the product drives outcomes, overall satisfaction has declined since the acquisition of FairWarning, and Imprivata’s overall performance score has dropped about 23 points (on a 100-point scale). Customers feel the vendor is not keeping promises and that the quality of support has waned; staff turnover is often cited as the cause of both issues. 50% of respondents would not buy the product again. For Omnicell (limited data), roughly one-third of respondents are also planning to switch vendors. Omnicell no longer sells their product and has partnered with Kit Check to provide Omnicell’s broader pharmacy customers with Kit Check’s drug diversion monitoring product. Those customers still using Omnicell Analytics report issues with integration and difficulty using the product. Many Medacist customers also intend to switch vendors because of the reasons outlined above and poor support experiences; only 33% report Medacist is part of their long-term plans.

overall performance and yes no ratings

About This Report

The data in this report comes from two sources: (1) KLAS’ standard quantitative evaluation for healthcare services, and (2) supplemental questions tailored specifically for the drug diversion monitoring market. Interviews were conducted over the last 12 months.

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.

customer experience pillars

To expand upon the data gathered with the standard evaluation, KLAS also asked supplemental questions specific to the drug diversion monitoring market. Respondents were asked (1) how well their vendor provides proactive diversion monitoring capabilities, (2) how well their vendor guides and supports them in improving their organization’s solution utilization, and (3) what top three outcomes their solution has provided.

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.

Some respondents choose not to answer particular questions, meaning the sample size for any given vendor or solution can change from question to question. When the number of unique organization responses for a particular question is less than 15, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 6, no score is shown. Note that when a vendor has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.

about this report data

Product Designations Used in This Report

Superseded [S]: Product for which the vendor has outlined a clear sunset strategy and timeline. A superseded product has often been replaced by a new product. In this case, while Omnicell still supports customers using Omnicell Analytics, they have discontinued sales and have partnered to offer their customers the drug diversion monitoring solution from Kit Check.

author - Sarah Hanson
Sarah Hanson
author - Jessica Bonnett
Jessica Bonnett
author - Robert Ellis
Project Manager
Robert Ellis
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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. © 2024 KLAS Research, 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.