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Epic Ambulatory 2020—Community Connect

Epic Ambulatory 2020—Community Connect
The Reality of Community Connect vs. Direct Contracting

Authored by: Aaron Gleave and Alex McIntosh April 2, 2020 | Read Time: 3  minutes

Because of Epic’s presence in the healthcare market and their record of strong performance, many standalone (i.e., not associated with a hospital) midsize to large ambulatory organizations have chosen or are seriously considering Epic’s platform. These organizations have two options: contract directly with Epic for an independent instance of the solution, or contract with a local hospital/IDN under the Community Connect model. This research—KLAS’ first look at the differences between these approaches on the ambulatory side—includes two main findings from standalone ambulatory organizations:

(1) With direct contracting, Epic delivers a highly satisfactory experience for midsize to large ambulatory organizations.
(2) Those on Community Connect, who rely on their host organization for support, tend to be considerably less satisfied and fault Epic for allowing host organizations to deliver an experience below Epic’s usual standard.

Healthcare Providers,
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Key Findings

  1. Satisfaction Lower with Community Connect—Providers Fault Epic
  2. In Direct Contracting Model, Epic Delivers Strong Support
  3. Training Shortcomings by Host Organizations Have Downstream Effects on Community Connect Customers
  4. Amount of Organizational Control Has Substantial Impact on Epic’s Perceived Value
  5. Data Insights
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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. © 2020 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.