Healthcare Operations Command Center Ecosystem 2021
A First Look at the Spectrum of Technology

Author
Niel Oscarson

Author
Emily Paxman

August 5, 2021 | Read Time: 11 minutes

Implementations of healthcare operations command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. KLAS’ research shows commandcenters can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction (highlighted explicitly by providers during the pandemic).

This study (1) introduces the healthcare operations command center ecosystem—a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors’ stated offerings match up to that framework and providers’ needs, and (2) shares critical insights and best practices from providers and vendors regarding what it takes to successfully implement and optimize a command center. For some areas detailed in this report, KLAS already measures vendor performance, and links to that content are provided where applicable. However, note that information about vendors in this report is based mainly on vendor-reported information. Future research will further validate capabilities and dive deeper into vendor performance.

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Key Findings:

The Healthcare Operations Command Center Ecosystem
DATA & ANALYTICS
- Care Logistics, Central Logic & GE Healthcare Report Broad Data & Analytics Capabilities
- Hospital IQ, LeanTaaS, Qventus & TAGNOS Focused on Capacity Optimization Management
- Cerner & Epic Leverage EMRs, Report Broad Offerings
TRACKING & LOCATION TECHNOLOGY
- Across Varied Tracking & Location Capabilities, Care Logistics, Cerner, Epic & TeleTracking Report Broadest Offerings
COMMUNICATION
- For Communication, Most Organizations Turn to Secure Communications Vendors
TELEHEALTH
- For Telehealth—Area of High Interest—Only Cerner, Epic & Philips Report Providing Capabilities for Command Centers
INDUSTRY INSIGHTS
- Why Implement a Command Center?
- Faced with Growth and Change Management Challenges, Command Centers May Benefit from Supportive Services
- Best Practices Recommended by Vendors

Writer
Amanda Wind Smith

Designer
Madison Fujimoto

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. © 2022 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.