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Implementation Services 2017

author - Lois Krotz
Lois Krotz
July 13, 2017 | Read Time: 3  minutes

According to KLAS’ 2016 Healthcare Consulting report, providers anticipate using services firms to help with implementations more than with any other area. In order to help providers narrow down the seemingly endless number of implementation firms, this report identifies the type of implementation work each firm performs, including business solutions implementation, enterprise implementation leadership, support and staffing, and go-live support. KLAS spoke with 660 organizations who provided insights on what products these firms have experience implementing, what implementation services they offer, and how well they live up to expectations.

1. Business Solutions Implementation: Deloitte’s Deep Experience Drives Provider Satisfaction

The re-energized area of business solutions implementation encompasses the installations of nonclinical systems, such as ERP, analytics, and HR/payroll solutions. Deloitte satisfies clients best thanks to experienced consultants who give tailored recommendations for large and complex ERP and analytics implementations. PwC’s reliable methodology and effective resource delivery simplify the implementation process for large organizations and complex projects. Conduent customers appreciate the firm’s flexible negotiations and proactive communication. Avaap and Infor clients are disappointed with implementations of Infor’s ERP solutions; they say consultants have limited expertise, offer little guidance, and mismanage resources.

which firms deliver the highest quality consultants

2. HIT Enterprise Implementation Leadership: Impact Advisors, Optimum’s Strategic Recommendations Smooth Bumps

Impact Advisors approaches implementations holistically, suggesting best practices for providers’ unique needs. Optimum Healthcare IT provides strategic expertise driven by engaged executives and effective training from knowledgeable consultants. Deloitte and Accenture clients receive a vast number of resources for their large-scale projects. Nordic consultants satisfy with Epic expertise; however, once resources are placed, communication becomes inconsistent. Epic drives customer satisfaction by establishing partner relationships and developing custom training plans with providers’ own teams. Cerner clients are least satisfied and say they receive little formal training and unqualified consultants.

which firms satisfy most

3. HIT Implementation Support and Staffing: Consistently Exceeding Expectations Drives Provider Success

314e, Galen Healthcare Solutions, and Optimum Healthcare IT customers consistently receive high value and quality resources. 314e executives partner with clients and are flexible during negotiations. Galen consultants are proactive in offering assistance beyond their original scope. Optimum carefully evaluates and prepares providers for each implementation step beforehand. Cerner and Sagacious are the least consistent in their delivery of value. Though Cerner has improved significantly since last year’s healthcare consulting report, customers have to replace inexperienced consultants, causing project delays. Sagacious clients are concerned that since the acquisition by Accenture, executives have been more sales focused than customer-centric, and resources have been inconsistent.

which firms consistently provide value

4. Go-Live Support: Optimum, HCI, CSI Lead for Large-Scale Projects

Optimum Healthcare IT, The HCI Group, and CSI Healthcare IT offer a vast number of resources to large organizations. While KLAS has validated only Epic go-live support for Optimum and CSI, HCI has been validated for Epic, Cerner, Allscripts, and McKesson. All three firms partner with clients and provide close contact with executives. Divurgent and Sagacious clients rate their firms’ performance lower than other firms. While most clients give Divurgent a positive review, a couple have challenges with unfulfilled promises and poor resource management. Sagacious customers are concerned that Accenture’s acquisition has led to declining quality of consultants and inflexible contract negotiations. A limited number of providers have used TEKsystems and Apex Systems for go-lives; these providers praise their firms’ experienced consultants and attentive account managers.

klas estimated scalability

5. Optimum Leads Overall; Leidos Offers Greatest Breadth

Optimum Healthcare IT performs highest among fully rated firms, offering breadth and depth in three of the four implementation areas: enterprise implementation leadership, support and staffing, and go-live support. Leidos Health has experience implementing more HIT vendors than any other firm. Leidos, The HCI Group, Healthcare IT Leaders, Jacobus, and Nordic offer services in all implementation areas. Optimum, CSI, and Nordic have the most validations for Epic implementations. Cerner, Pursuit, and Leidos implement Cerner most. Santa Rosa, NHA, Leidos, and Jacobus have the most experience with MEDITECH.

implementation services market overview

author - Natalie Jamison
Natalie Jamison
author - Robert Ellis
Project Manager
Robert Ellis
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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.