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Interactive Patient Systems 2017

Interactive Patient Systems 2017
Turning Interactivity into Outcomes

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Interactive patient systems (IPS) represent a major investment compared to the televisions and video players they replace. Fortunately, IPS solutions have been largely successful in meeting two key needs: educating and entertaining patients. But that is just the beginning of what IPS solutions can do, say vendors. Expanded capabilities—such as EMR integration, real-time patient communication, and additional entertainment options—promise to further improve patients’ experiences and engagement. This report examines which IPS vendors most consistently deliver on their customers’ expected outcomes.


1. TVR Communications Leads Performance; Early Epic Users Also Pleased

TVR Communications outperforms the average IPS vendor in all areas of sales, support, and technology. The limited sample of Epic customers are similarly satisfied. Customers of either vendor are pleased with outcomes, despite neither having the most comprehensive capabilities. Customers of GetWellNetwork and SONIFI Health have deeper functionalities and thus higher expectations; some report inconsistent follow-through (GetWellNetwork) and a need for more proactive service (SONIFI). Some TeleHealth Services customers and a small sample of Allen Technologies users say their IPS platforms are outdated and that outcomes are constrained by a lack of advanced functionality. Cerner is the only vendor whose customers scored performance below an 80. The limited group of early Cerner adopters say development is incomplete.

IPS-Chart1




2. Cerner and Epic Displacing Few Best-of-Breed Vendors

In other market segments, providers have historically fled best-of-breed vendors for hospital solutions that fully integrate with their core EMR. So far, IPS seems to be the exception as Cerner and Epic EMR customers have declined to leave their best-of-breed IPS solution in favor of the IPS solution from their EMR vendor. Cerner EMR customers say integration gives CareAware MyStation some cost advantages, but nearly two-thirds say the product’s maturity and functionality do not yet justify migrating. About two-thirds of Epic EMR customers say they are planning or considering a MyChart Bedside implementation. The product’s EMR integration successfully delivers patient-portal-like capabilities to hospital patient rooms. Some say MyChart Bedside is unlikely to displace their current IPS solution because it lacks key IPS functionality, including entertainment options.

IPS-Chart2



3. GetWellNetwork Customers Report High Expectations for Functionality Despite Uneven Delivery

Most providers say their IPS vendor delivers a quality product, but many report a lack of the advanced capabilities that produce the most meaningful outcomes. Market-share leader GetWellNetwork offers a broader functional portfolio, though some customers say usability falls short. As GetWellNetwork customers adopt advanced capabilities, like real-time patient communication, their expectations grow for better reporting analytics. TVR Communications consistently delivers the education functionality their customers value most. Across all vendors, providers most often say that a lack of EMR integration is the single largest barrier to achieving more meaningful outcomes.

IPS-Chart3



Fully Rated Vendors

GetWellNetwork

Primary Outcomes/Benefits

Real-time patient communication tools lead to high patient satisfaction.

Common Solution Gaps

EMR integration unrealized for some. More flexible reporting tools would help measure and manage outcomes.

Bottom Line

An industry leader in mindshare and marketshare. Visionary in pursuit of larger cross-continuum patient engagement goals, which involve their acquisitions of Seamless Medical Systems, Marbella, and Skylight. Some inconsistent deployment of capabilities among customers.

SONIFI Health

Primary Outcomes/Benefits

Strong education delivery; praised for entertainment capabilities as well.

Common Solution Gaps

EMR integration still needed by some providers. Challenges, such as cost, prevent some from optimizing capabilities and user adoption.

Bottom Line

Expanded from roots in hospitality with tools for managing overall patient experience. Can be less proactive in helping providers optimize value. Some say technology is dated. Seven of twenty-six interviewed organizations are considering other options.

TeleHealth Services

Primary Outcomes/Benefits

Achieves patient education goals, including quality measure targets for education and patient satisfaction.

Common Solution Gaps

Customers using older versions say technology is outdated and difficult to use.

Bottom Line

Simpler technology, good support, lower cost. Customers seek more meaningful outcomes via upgrades or by switching vendors.

TVR Communications

Primary Outcomes/Benefits

Patients benefit most from education delivery. Entertainment features boost patient satisfaction.

Common Solution Gaps

Some customers are catching up with EMR integration. Cost of upgrading old TVs a challenge.

Bottom Line

2017 KLAS Category Leader. Consistently high ratings in all areas of sales, product, and service. A leader at meeting core IPS needs. Customers mostly in the Northeast.


Below Konfidence Vendors

Allen Technologies

Primary Outcomes/Benefits

Education and entertainment features lead to greater patient satisfaction.

Common Solution Gaps

Some praise the product quality, while others claim realiability issues caused by outdated technology.

Bottom Line

A supportive, sometimes reactive vendor. Technology issues limit outcomes for some. Many customers are standalone hospitals.

Cerner

Primary Outcomes/Benefits

EMR integration improves clinical efficiency. Patients benefit from access to medical records.

Common Solution Gaps

Platform still maturing. Customers waiting for holes to be filled.

Bottom Line

Integrated IPS for Cerner customers shows promise, but migrations are on hold as development continues.

Epic

Primary Outcomes/Benefits

Access to EMR data augments educational content.

Common Solution Gaps

Complexity of tablet interface presents usability challenges for some. Sterility concerns with tablets.

Bottom Line

Epic customers pleased with additional capability, but system is not a full IPS replacement. Most Epic customers are planning or considering rollouts.


Other Validated Vendor

Oneview Healthcare

Bottom Line

Early positive feedback focuses on education and innovative technology, including interactive touchscreens. Smaller US customer base.

Key Topics

  1. TVR Communications Leads Performance; Early Epic Users Also Pleased
  2. Cerner and Epic Displacing Few Best-of-Breed Vendors
  3. GetWellNetwork Customers Report High Expectations for Functionality Despite Uneven Delivery
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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. © 2019 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.