Healthcare Experience Management 2024
Improving the Healthcare Experience for More than Just Patients

Market Updates

• Press Ganey and Qualtrics have recently begun collaborating with Epic to integrate patient experience data directly with health information stored in Epic’s software. The intent is to help provider organizations offer a more personal healthcare experience for patients. KLAS has not yet interviewed any customers leveraging either partnership but intends to collect more data on the partnerships for future research.
• While maintaining their independent operations, Feedtrail and PRC have joined forces in a strategic partnership, with PRC offering CAHPS regulatory capabilities to customers and Feedtrail offering real-time surveying tools with actionable insights. KLAS has validated one organization so far that is leveraging this partnership.

Customers of High-Performing Feedtrail & Market Share Leader Press Ganey Report Both Broad & Deep Adoption for Measuring Stakeholder Experiences 

Interviewed customers of Feedtrail and Press Ganey use their respective solution to measure a range of stakeholder experiences (broad adoption), and more than 50% of each vendor’s respondents use the solution for at least three types of measurements (deep adoption). Customers of Feedtrail—the 2024 Best in KLAS winner for patient experience improvement—say the vendor has improved their measurement of family/caregiver and employee experiences. For employees in particular, the tool identifies opportunities for timely positive recognition. Overall, respondents appreciate the real-time patient experience recovery tool and the ability to increase brand awareness and garner positive external reviews. The advanced analytics/reporting and ability to collect feedback in real time are also seen as strengths. Some respondents report nickel-and-diming during contract renewal, noting that the additional cost for the enhancements is not worthwhile. Market share leader Press Ganey has also broadened their offerings (via acquisitions, notably of Forsta and SPH Analytics) to validate multiple stakeholder experiences. The vendor has the highest percentage of respondents using the product for employee and clinician experiences. In previous years, respondent satisfaction had declined due to a perceived lack of responsiveness and reliability; however, Press Ganey’s overall performance score has trended upward in the last 12 months, largely driven by reported improvements around kept promises and product value. Respondents believe improvements will continue and that their organization will be in an even better position in the future. Additionally, respondents note improved patient and customer insights and better data for decision-making, and the product’s benchmarking abilities have helped organizations understand and compare their performance with other organizations’ as well as increase CMS Star Ratings. Across all report respondents, Press Ganey is most often used as an additional vendor for validating experiences (see chart titled Additional Vendors Being Used to Validate Experiences).

NRC Health Has Most-Improved Overall Performance Score & PRC Stands Out for Increasing Clinicians’ Awareness of Patients; Both Vendors Have Opportunity to Broaden Measurements beyond Patient Experience

NRC Health’s overall performance score has increased the most of any vendor in this report over the last 12 months (5-point increase on a 100-point scale), with respondents pointing to the proactive service and improved EHR integration. Training, implementations, and product ease of use are also highlighted. The most commonly reported advanced capability is the ability to see stakeholder feedback in real time, and a reported capability unique to NRC Health is the ability to moderate focus groups; both capabilities have helped organizations (1) better understand where consumer support can be improved and (2) better measure the effectiveness of their brand’s reputation. PRC also stands out for training, implementations, and product ease of use. Of the vendors in this report, PRC is mentioned the most for helping improve clinicians’ awareness of patient perspectives during appointments due to the advanced analytics/reporting features and custom action-planning tools. Of note, there has been a decline in the vendor’s overall performance score due to some customers reporting delayed responsiveness and a lack of new technology. For both NRC Health and PRC, multiple respondents could not easily identify outcomes from advanced capabilities. Additionally, customers feel both vendors could improve their measurements of other stakeholder experiences aside from patients’—neither vendor has more than 45% of respondents measuring non-patient experiences.

Qualtrics* Customers Appreciate Cross-Industry Expertise & Advanced Capabilities; Quality Reviews* Highlighted for Value & User Experience

KLAS has validated several large organizations using the Qualtrics* solution. The vendor’s overall performance score has trended upward in recent months, with respondents mentioning improved customer service. They also say the product is easy for patients to use and that the vendor provides a convenient, frictionless experience for stakeholders. All respondents use the product to measure the patient experience, and several are also using it to measure other stakeholders’ experiences. 100% say the product is part of their long-term plans thanks to the vendor’s cross-industry expertise. The advanced capabilities have helped lower the number of patients with unresolved needs after episodes of care and reduce manual workloads, thus allowing some respondents to reallocate FTEs to focus on service recovery and improvement. Some respondents feel Qualtrics has become more aggressive during their sales process and that certain promises around functionality aren’t being fulfilled. Interviewed customers of Quality Reviews* report high value and a smooth user experience for stakeholders. Also, the vendor’s collaborative approach has helped organizations improve consumer relationships. Quality Reviews has fewer respondents who say the product is part of their long-term plans, as some may consolidate to enterprise vendors’ offerings.

*Limited data

Other Vendors in the Market

KLAS knows of other vendors in the healthcare experience management market and has begun collecting data on some of them with the intent to share deeper insights in the future. KLAS is aware of the following:

• Alida
• Medallia
• Sogolytics
• Strategic Healthcare Programs (SHP)
• Wambi

About This Report

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.

To supplement this data, KLAS also asked interviewed customers the following questions specific to healthcare experience management:

1. How would you rate your product’s ease of use for patients?
2. What advanced capabilities are you currently using with your vendor?
3. What outcomes have you seen from using these advanced capabilities?
4. Are you using any other vendors to help your organization validate the experiences of your patients and other stakeholders?
5. If so, who else are you using, and what are you using them for?

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.