Emerging Post–Acute Care Product Suites 2021
An Initial Look at the PointClickCare Suite

What Is a Post–Acute Care Product Suite?

A PAC product suite is a collection of solutions designed for use in different care settings. Most organizations don’t offer the full gamut of PAC services (they offer home-based or facility-based care), and comprehensive technology is still emerging. Vendor portfolio expansion is primarily acquisition driven.

PointClickCare Post–Acute Care Product Suite

PointClickCare’s strong background in long-term care, skilled nursing, and senior living and the vendor’s acquisitions of analytics and transitions-of-care solutions allow customers to leverage a single vendor to meet myriad PAC needs. Most recently, PointClickCare acquired Collective Medical. According to interviewed customers, PointClickCare is a knowledgeable vendor with a deep bench of experts who can support healthcare organizations’ evolving needs. Strong communication and a good understanding of the customer have supported meaningful innovation, and respondents are optimistic PointClickCare’s portfolio will continue to improve. Good integration between disparate technologies (e.g., lab, radiology, other EMRs) enables customers to use the vendor effectively across care settings. Customers feel that using PointClickCare’s solutions as a portfolio has been a win. To maintain customer satisfaction going forward, clients need PointClickCare to focus on managing development costs and continuing to meet customer needs amid market share growth. A few customers would also like to see more investment in home health.

Note: Other relevant acquisitions by PointClickCare include Co-Pilot, COMS Interactive, and QuickMAR.

Interoperability and Clinical Efficiency Are Key Outcomes Driven by Enterprise Approach

Interviewed PointClickCare customers say improved connectivity and integration have been key benefits of using the vendor’s portfolio. Organizations are able to exchange data with third-party systems (e.g., lab, pharmacy, radiology), affiliates in different care settings (including acute care), and other owned locations across large geographic regions. In several cases, customers describe these connections as fully bidirectional. Strong integration has also bolstered clinical efficiency; clinicians and other users report they have saved a significant amount of time thanks to the PointClickCare solutions.

The ability to standardize clinical workflows has also contributed significantly to improved clinical efficiency. Many interviewed customers specifically report that PointClickCare is better in this area than their previous electronic systems (i.e., the jump in efficiency isn’t due to moving from paper). By standardizing workflows, such as those around admission assessments, clinicians can focus their time with patients on meeting needs rather than establishing what those needs are. Beyond integration and improved clinical efficiency, key outcomes driven by PointClickCare’s solution portfolio include improved compliance, improved patient care, and performance visibility/reporting. Interviewed customers feel PointClickCare has strategically positioned themselves to handle PDPM and other regulatory changes. Clients also appreciate that the solution’s reporting and transparency reveal opportunities for improvement within their organizations.

Customers Feel PointClickCare Is Highly Committed to Innovation; Cost of Keeping Up with Development a Challenge

Industry Experience Is a Boon; Cost of Development a Barrier

Customers see PointClickCare’s broad non-acute-care experience as beneficial to supporting the vendor’s growth and ability to foster client success. Respondents say the vendor offers useful perspectives on how industry changes will impact provider organizations, and individual employees at PointClickCare are able to share deep knowledge that supports the optimal use of PointClickCare solutions. Development and integration are also key strengths, though the cost of adopting new features and functionality results in some customers not fully leveraging the PointClickCare portfolio. Going forward, clients are watching to see how PointClickCare’s growth and acquisition strategy will affect customers and future development in home health and behavioral health.

Strong understanding of the industry

“PointClickCare’s big strength is probably their market share. They have a good view of the overall market. They understand not only what I need and what I want but what an operator anywhere else wants. The wants and needs and the depth of talent that they have brought on board over the last two years have really been impressive. In sum, we like the vendor’s market penetration, their talent pool, and the fact that they have focused significant resources on being innovative and trying to hear us out.”  —CIO (using PointClickCare for senior living and skilled nursing facilities)

Development

“The vendor’s core product is frequently updated. PointClickCare is looking ahead. They are looking at the industry and what is happening with regulations. When the PDPM became a big deal in our industry, PointClickCare was ahead of that change. They were generating all sorts of solutions geared toward the PDPM. When we moved from ICD-9 to ICD-10, PointClickCare was ahead of that transition. PointClickCare has platforms that allow us to make change requests. Their strengths are their support and development.” —CIO (using PointClickCare for life plan communities, senior living, and skilled nursing facilities)

Integration

“One of the vendor’s key strengths is integration. They are willing to partner with us and avoid nickel-and-diming us for their integrations. That is a huge win.” —IT director (using PointClickCare for home health, life plan communities, senior living, and skilled nursing facilities and PointClickCare Home Care for private duty)

Cost (nickel-and-diming)

“The biggest challenges are all the extras and the nickel-and-diming. Especially with the vendor’s market share, they could provide a little bit more. They have a great infection control module, but that is something that we aren’t going to spend tons of money a year on. That module is important, but we have other means to do that work, so we don’t spend money on it. The key challenge is that the vendor gives us a base product and then teases us with all the extra bells and whistles; they want to almost double and triple our price.” —VP of clinical services (using PointClickCare for senior living and skilled nursing facilities)

Managing growth

“Just like with anything, once a vendor becomes the gorilla in the room, they sometimes lose touch with customers. Once a vendor gets too big, they sometimes forget where they came from and that customers matter. The vendor’s key challenge is customer service. They need to not lose touch with their customers.” —IT director (using PointClickCare for senior living and skilled nursing facilities)

Meeting needs of service lines outside the traditional base

“The vendor’s key challenge and opportunity is expanding their base to meet other corporate needs, including homecare, dialysis, and that kind of thing.” —COO (using PointClickCare for senior living and skilled nursing facilities)

The PointClickCare Portfolio

Below are the various PointClickCare solutions and the post–acute care settings they support.

About This Report

Each year, KLAS interviews thousands of healthcare professionals about the IT products and services their organizations use. On an ongoing basis, evaluations are collected using KLAS’ standard quantitative evaluation, which is comprised of numeric ratings questions and yes/no questions. For this report, a supplemental evaluation was used to delve deeper into the most pressing questions facing the emerging market of post–acute care product suites.

Over the last 12 months, KLAS collected supplemental evaluations from 19 of PointClickCare’s healthcare organization customers whose services cover multiple post–acute care settings and service lines.

Sample Sizes

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. Ratings from these individuals are aggregated in order to prevent any one organization’s feedback from disproportionately impacting a solution’s score.