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Independent Ambulatory Patient Portals 2023
Seeking to Empower Patients
Author
Coray Tate
Author
Alex McIntosh
Patient portals (tools used by healthcare providers to engage with patients) can greatly influence a patient’s ability to seek and receive care. Since the outbreak of COVID-19, healthcare organizations have become keenly interested in technology that gives patients ownership of their health and enhances office efficiencies. Though KLAS has historically looked at how portals perform in the IDN setting, this report examines the experience of customers in the independent ambulatory space (clinics not owned by a hospital/health system) to share their perspective and help other such organizations understand portals’ impact on patient care.
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Key Findings:
- Relationship: athenahealth, Epic (Limited Data) Outpace Others Due to Strong Support; Most Respondents of eClinicalWorks (Limited Data) Report Dissatisfaction
- Product: Customers of Greenway Health, athenahealth, and Epic (Limited Data) Satisfied with Solid Functionality
- Culture: athenahealth Has Tight Communication with Customers; Greenway Health Highlighted for Not Overselling Product Capabilities
- Operations: Usability Problems with NextGen Healthcare and eClinicalWorks (Limited Data) Diminish Customer Experience; Across All Vendors, Training Is Weaker Than Expected
- Value: Epic (Limited Data) Portal Delivers Strong Value for Community Connect Customers, Demonstrates Potential for All Portals in the Future; athenahealth’s Comprehensive Platform Increases Savings
- Vendor Summaries
Writer
Sarah Brown
Designer
Jessica Bonnett
Project Manager
Andrew Wright
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.