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Enterprise Physician Scheduling 2021 Enterprise Physician Scheduling 2021
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Enterprise Physician Scheduling 2021
Who Delivers Best For Enterprise Customers?

author - Tanya Egbert
Tanya Egbert
author - Emily Paxman
Emily Paxman
March 18, 2021 | Read Time: 8  minutes

In the last year, physician scheduling vendors have made great strides in providing enterprise scheduling that drives tangible outcomes for provider organizations. This report specifically examines the experience of organizations using physician scheduling solutions in an enterprise context, defined as using a scheduling solution to not only view schedules but also build them across at least three departments in one or more facilities. Which vendors can scale, how well do their reporting and dashboards drive insights, and which vendors are delivering desired outcomes?

For True Enterprise Scheduling, QGenda Advanced Scheduling and Lightning Bolt Are the Most Proven

For organizations to realize the full potential of enterprise physician scheduling, they must use their solution across multiple departments and facilities. QGenda Advanced Scheduling and Lightning Bolt have demonstrated the ability to scale in this way. QGenda offers two primary physician scheduling solutions: Advanced Scheduling and Shift Admin (recently acquired; detailed later in report). Advanced Scheduling has the largest market share and some of the broadest deployments, most often used in very large organizations and academic medical centers. Adoption is deep for anesthesiology, family medicine, radiology, and surgery and is notably above average for ICU and OB/GYN, where adoption is typically lower. Broad deployment is supported by the system’s rules engine—described as complex enough to handle breadth of deployment—and QGenda’s deep knowledge of scheduling. Lightning Bolt, a PerfectServe Company, has grown in recent years and proven their ability to scale across departments—KLAS has validated them in large organizations, and respondents report particularly deep deployment in EDs, hospital medicine, and pediatrics. This breadth is supported by the following factors: front-to-back scheduling across inpatient and outpatient settings, solid scheduling templates that help customers succeed quickly, willingness to integrate with other third-party systems (e.g., timekeeping and payroll), and baked-in service agreements with customers that drive ongoing communication and effective customization.

deployment breadth vs depth

Lightning Bolt Drives Broad Outcomes Most Consistently

solutions impact on outcomesAcross all measured outcomes, Lightning Bolt customers report the most positive impact—most notably in scheduling transparency and physician satisfaction. The system’s high flexibility enables effective configuration for organizations’ goals. Respondents also praise Lightning Bolt for the simplicity of their solution, allowing all relevant parties to easily access and navigate schedules. Lightning Bolt also has the highest percentage of respondents say the solution has a very positive impact on physician satisfaction; often physicians receive fewer wrong calls because of highly accurate scheduling data. For other vendors, the biggest opportunities for outcomes improvement are physician satisfaction and data management. For UKG (Kronos) customers, the biggest user experience gains are seen by those doing the scheduling, not necessarily the physician users, who appreciate access to their schedules but report no additional experience benefits. In some instances, lower physician adoption also impacts potential benefits. QGenda Advanced Scheduling physician users like easy access to updated schedules; customers would like more change management support from QGenda to foster better physician understanding and use of the solution. Data management is an opportunity for both Advanced Scheduling and Shift Admin. Shift Admin customers say they would be able to make more gains in data management if they had better integration with payroll and thus had to do less data manipulation. Advanced Scheduling respondents say the ability to track scheduling information is a benefit; however, the full value of data management is limited by lower overall usability—only a limited number of individuals can access and use available tracking data. These customers would also like more guidance on how to use the data they gather.

More Complex Deployments Result in Greater Difficulty with Reporting & Dashboards

ability of reporting and dashboards to increase transparency and provide enterprise insightsUKG (Ultimate Kronos Group, formerly Kronos) has fewer true enterprise deployments than competitors, and those KLAS has validated cover fewer departments and facilities. Enterprise customers feel their deployments are aided by the simplicity of Kronos’ reports and dashboards; these tools provide valuable insights that drive outcomes like efficiency and data management, and they are user friendly and easy to navigate, requiring little help from UKG. For more complex deployments, the system is not seen as robust enough to meet customers’ needs. QGenda Shift Admin customers, whose deployments are broader but somewhat shallow, heavily involve Shift Admin to get reporting and dashboards functioning well. Customers report the vendor is responsive, willing to help, and quick to turn changes around. QGenda Advanced Scheduling customers, who have done some of the broadest and deepest deployments in the market, feel that while reporting and dashboards are highly functional, gleaning insights is difficult because of the system’s complexity. Understanding the data requires deep knowledge of both the system itself, which is not always intuitive, and its underlying rules and methodology. Customers who receive thorough training are more likely to gain value from reports and dashboards. Organizations that purchased QGenda’s add-on analytics package see more outcomes, though they are frustrated by the extra cost.

Most Vendors Seen as Partners; UKG (Kronos) Less Consistent

is your vendor a partner for enterprise schedulingLightning Bolt and QGenda (both products) are generally perceived as effective enterprise partners. All QGenda Shift Admin respondents call the vendor a strong partner; most specifically point to the vendor’s responsiveness and willingness to make customer-requested customizations. The vendor is also praised for meeting customers’ needs as they grow—adding new modules, departments, and facilities based on organization readiness. The reputation of Lightning Bolt as a partner is driven in large part by their all-inclusive sales approach. While the solution is seen as somewhat expensive, the cost covers the implementation, training, support, and development hours required for customer success. QGenda, whose Advanced Scheduling solution is the most widely deployed in the enterprise market, shares their deep knowledge and understanding to the benefit of large, complex customers with large deployments. Respondents also say QGenda listens to customer needs and incorporates suggestions into their development road map. Customer perception of UKG (Kronos) as a partner is varied. Some provider organizations have had a lot of strategic communication with UKG and see them as a trusted advisor who understands the market. Others feel their relationship with UKG is more transactional; for example, one customer feels UKG isn’t aligned with their organization’s goals. These customers want UKG to more proactively work to understand their needs and then provide more ongoing guidance.

Vendor Bottom Lines

Measured Vendors

Lightning Bolt, a PerfectServe Company: Strong enterprise solution with broad deployment. Validated in use across highest number of departments. Customers consistently report some of the strongest outcomes. Seen as a highly flexible partner, committed to providing ongoing support and guidance.

QGenda Advanced Scheduling: The physician scheduling market share leader and a proven enterprise option. Deployed by many large organizations, covering many facilities and wide breadth of departments per deployment. Solution complexity limits outcomes for some. Generally seen as a partner; more guidance needed for gleaning insights from system data.

QGenda Shift Admin: Solution acquired by QGenda in January 2021. Demonstrated ability to scale across many facilities, typically covering smaller number of departments (with customer plans to expand). Satisfaction driven by strong vendor partnership. Customers rely heavily on Shift Admin for ongoing support and customization. Some integration work needed for customers to see full value.

UKG (Ultimate Kronos Group, formerly Kronos): Smaller enterprise physician scheduling customer base. Deployments tend to be smaller, covering fewer departments and fewer facilities compared to competitors. Enterprise customers are generally very satisfied. UKG seen as flexible. Solution is easy to use. Helps drive outcomes for customers. Relationships could be more proactive and strategic.

Other Validated Vendors

Amion [C]: Primarily used for on-call schedule viewing (lacks sophisticated rules engine/algorithms for automatic scheduling). In non-enterprise context (the vast majority of deployments), solution is easy to use and well liked by users. Rules engine’s ability to handle scheduling needs across multiple departments is a challenge for some, limiting the number of enterprise deployments. Customers would like more development to improve system flexibility.

TigerConnect: TigerSchedule, formerly Call Scheduler, acquired by TigerConnect in September 2020. KLAS has validated at least one organization using the solution to build schedules for multiple departments across the organization; many organizations use TigerSchedule to view on-call schedules across the enterprise.

[C] Component

magnifying glass iconNon-Enterprise Physician Scheduling

This report focuses specifically on physician scheduling solutions used to build schedules, not just view them, in an enterprise context (i.e., across multiple departments). To see performance data for all physician scheduling vendors, including those used in non-enterprise deployments, visit the KLAS website.

About This Report

Each year, KLAS interviews thousands of healthcare professionals about the IT products and services their organizations use. Two types of interviews are conducted: (1) standard quantitative evaluations, from which scores and commentary collected are shared in reports like this one and online in real time so that other providers and IT professionals can benefit from their peers’ experiences, and (2) supplemental evaluations that target a subset of KLAS’ overall sampling and delve deeper into the most pressing questions facing healthcare technology today.

The data in this report comes from supplemental evaluations only and was collected over the last 12 months; the number of unique responding organizations is given in the chart below.

report information

What Does “Limited Data” Mean?

Some products are used in only a small number of facilities, some vendors are resistant to providing client lists, and some respondents choose not to answer particular questions. Thus a vendor’s sample size may vary from question to question and may not reach KLAS’ required threshold of 15 unique respondents. When a vendor’s sample size 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.

Overall scores are measured on a 100-point scale and represent the weighted average of several yes/no questions as well as other questions scored on a 9-point scale.

Product Designations Used in This Report

Component [C]: Product that typically includes most but not all components that comprise a complete system or that serves only a subset of the market. Amion is marked as component because they are primarily used for on-call schedule viewing and lack the sophisticated rules engine/algorithms required for automatic scheduling.

author - Amanda Wind Smith
Amanda Wind Smith
author - Jess Wallace-Simpson
Jess Wallace-Simpson
author - Natalie Jamison
Project Manager
Natalie Jamison
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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.

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