Drug Diversion Monitoring 2023
New Advanced Capabilities Beginning to Show Promise

Customers’ interest in AI/ML is increasing due to the potential to improve the accuracy of risk predictions and non-compliance detection, and respondents express some optimism about these capabilities. Most interviewed Bluesight customers view the vendor as a leader in drug diversion monitoring, citing an easy-to-use solution and promising AI capabilities. Customers want Bluesight to continue to develop advanced capabilities and improve the integration and ability to digest data. Early reported outcomes associated with AI include identifying potential diversions, finding education opportunities, and supporting higher efficiency and better drug-use visibility. Initial feedback from some Protenus customers (limited data) indicates the AI models are learning and adapting to their policies and preferences; these customers report benefits like decreased false positives and more accurately identified drug waste and diversions. Other respondents have yet to see outcomes. Overall, customers say Protenus is still developing and refining their algorithms. Invistics (acquired by Wolters Kluwer in June 2023) has the smallest customer base of measured vendors, and limited data on Invistics shows customers are satisfied with AI capabilities, highlighting good risk-scoring reports and help identifying potential diversions. One respondent mentioned the AI learns from their facility and other facilities using the product and that users can customize alerts to their hospital’s needs.

While Invistics and HelioMetrics have smaller customer bases, their customers are generally satisfied. Invistics customers (limited data) report the solution finds diversions and drives outcomes, and all respondents say it is part of their long-term plans; they are also optimistic about the future and feel the vendor listens to them. Clients want the system to be more user friendly and the reports to be more timely. HelioMetrics customers (limited data) say the product works as advertised, and 89% consider it part of their long-term plans. Respondents report the product effectively integrates outside data; a few note the amount of data can be overwhelming. Some customers want more AI/ML functionality to reduce false positives and guide users through the complex data, while others don’t feel AI/ML is necessary to achieve outcomes. As reported in KLAS’ 2022 report on drug diversion monitoring, satisfaction with the FairWarning solution dropped significantly after its acquisition by Imprivata. Since then, customer ratings have remained stagnant. Clients report some improvement to product functionality and support, but they note the vendor isn’t keeping up with advanced analytics capabilities or delivering promised features. About half of Imprivata respondents are looking to replace the solution.

BD has a large footprint in the pharmacy and medication management market, and their drug diversion monitoring solution is often selected for this reason. Customers who are most satisfied with the product appreciate the integration across BD’s suite and continued development via frequent updates; they also see the reconciliation functionality as a strength that drives outcomes (e.g., identifying potential diversions and opportunities to improve poor practice). Less-satisfied respondents are often smaller acute care customers. Overall, most respondents note the solution is newer and still has development gaps (e.g., usability, AI/analytics). Many customers also note integration challenges with pumps and purchasing data; KLAS has validated customers with BD’s new integration in procedural areas. Customers of Bluesight and Protenus report integration is advancing, though adoption of integration with purchasing and procedural data is inconsistent among both customer bases. Respondents from HelioMetrics’ (limited data) smaller customer base note the vendor’s extensive guidance helps them make the most of their data.

Protenus is highlighted for the support they provide to customers, who describe the vendor as accommodating, proactive, and quick to respond and resolve problems. Respondents also say the high-quality support drives a sense of partnership with Protenus. Bluesight customers, who previously reported high satisfaction with support, note a recent decline; they attribute this change to the vendor struggling to scale support as they have grown, leading to increased response and resolution times and undelivered promises. Customers of Invistics (limited data) appreciate the vendor’s strong, proactive support. Respondents note they have easy access to executive leadership, leading them to feel the vendor keeps their promises. Those who don’t feel Invistics keeps all promises say the vendor overpromised on the solution’s capabilities. Medacist (acquired by Bluesight in July 2023) customers have seen improvement in support; still, only 44% of respondents say Medacist is part of their long-term plans due to most customers being live with the vendor’s legacy solution, RxAuditor. BD customers report improvements in empowered support, citing the vendor’s Insight Consultants; respondents note they want to see more proactive outreach from the vendor.