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Investor Newsletter February 2021
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Investor Newsletter February 2021

February 18, 2021 | Read Time: 6  minutes

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Industry Insights

From the “KLAS” Room



Vendors that Partner with Customers See Greater Long-Term Stability

Healthcare organizations that interact with KLAS regularly highlight the necessity for vendors to become a partner with them in their success. KLAS has seen that true vendor partners offer solutions that fit within the long-term focus of the customer with strong integration and continual investment and product development. Partnerships between providers and vendors include regular touchpoints and a clear road map that the vendor can continually meet. Additionally, true vendor partners are focused on delivering outcomes to providers and not focused on making the next sale. When relationships like these are established (and it takes WORK!), providers have a vendor they trust with their needs, remain long-term and stable customers, enthusiastically share their feelings and experiences with their peers, and can become great assets for vendors looking to expand.

true vendor partners

CX Framework—Culture

KLAS has developed the Customer Experience (CX) Framework through decades of customer interviews with healthcare organizations, vendors, and investors throughout the world. This framework is used to help providers and vendors see at a glance where a product or vendor excels or where they need improvement.

cultureThis month’s highlight: Culture

The set of values, principles, and beliefs that an organization lives by and exhibits both externally and internally help define a company’s culture. Honesty, integrity, trustworthiness, truthfulness, and proactivity are all positive attributes that KLAS has observed as evidence of a flourishing customer-centric culture that helps vendors and their customers establish a strong partnership. These partnerships are key to driving high customer satisfaction and retention. KLAS has seen that the vendors who have a culture of putting the customer first often see high levels of financial success.

KLAS Report Highlights


January 2021 Published Specialty & Emerging Technology Reports

robotic process automationRobotic Process Automation (RPA) 2021: 
Adoption Moving Mainstream

Use of robotic process automation (RPA) technology in healthcare continues to grow. Early adopters focused primarily on automating repetitive and time-consuming revenue cycle management (RCM) tasks. Having achieved positive ROIs, they see the opportunity to drive additional efficiency and bottom-line improvements, both within RCM and in other areas of their organizations. This report dives into the performance of several early leaders in RPA to compare how they perform and how well they meet customers’ needs and expectations.

top areas of interest for rpa use

telehealth performanceTelehealth Performance 2020:
Rapid Telehealth Uptake is a COVID Silver Lining

No one could have predicted COVID-19, so it is no surprise that all vendors initially struggled to manage the rapid increase in telehealth adoption. Most vendors were able to eventually right the ship, and while the situation was unique, vendors’ responses provide insight into their ability to react to factors outside of their control and continue to help customers be successful moving forward.

overall performance score and trend telehealth performance

futura mobility etech spotlightFutura Mobility eTech First Look 2021:
Matching Resources to Clients’ Needs

No one could have predicted COVID-19, so it is no surprise that all vendors initially struggled to manage the rapid increase in telehealth adoption. Most vendors were able to eventually right the ship, and while the situation was unique, vendors’ responses provide insight into their ability to react to factors outside of their control and continue to help customers be successful moving forward.

futura mobility client experience

Upcoming KLAS Specialty Reports

Bright.md
Emerging Technology Spotlight Report



ERP Implementation
Healthcare organizations implementing an ERP solution need a partner who can help them implement the technology and oversee the significant change management and training required. Which firms are able to provide these services, and what types of implementations does each firm have experience with? Who has expertise implementing the newer cloud options on the market? Which ERP software vendors work as a partner, whether or not they are selected to implement the software?

Large Home Health
This report, an update on the performance of home health IT solutions, will look specifically at larger home health providers. How well are home health vendors meeting the needs of their larger clients?



Physician Advisory Services
Choosing to admit a patient to the hospital rather than just keeping the patient for observation can have costly ramifications for both the hospital and the patient if the admission ends up not being covered by insurance. Physician advisory services are designed to prevent this dilemma by alerting providers when an admission is unlikely to be covered.

Small EMR Market Share by Vendor Base
The small hospital market has become the primary battleground for EMR purchasing, and all vendors are focusing resources in this space. The goal of this report is to support provider organizations who are part of this wave by helping EMR vendors align their efforts and investments to best meet the needs of these small hospitals.

Industry Investments of Interest



Regulatory Impacts for New Technologies

New government regulations will help drive higher levels of medical device innovations and development as well as AI requirements to ensure that development meets a standard model for developing and supporting AI solutions.

Medicare Coverage Related to IDE Studies: The Medicare Prescription Drug, Improvement, and Modernization Act of 2003 (MMA) allowed Medicare payment of the routine costs of care furnished to Medicare beneficiaries in certain categories of Investigational Device Exemption (IDE) studies. Covering the costs in these IDE studies removes a financial barrier that could otherwise discourage beneficiaries from participating. This new rule should drive increased medical device innovations and market introductions.

FDA Releases Artificial Intelligence/Machine Learning Action Plan: This regulation is intended to create a standard model for developing and evaluating ongoing AI solutions that will drive improved clinical decision support and patient safety.

Market Activities Impacting Investments

The following market activities will likely affect new investment strategies for healthcare IT:



Cerner to Build $1B Data Business: Building on its acquisition of clinical research company Kantar Health, health IT giant Cerner is setting its sights on building a $1 billion data business for the healthcare and life sciences industries. If Cerner can partner with the AWS Health Data Lake, the probability for success will be higher. How will this effort impact companies such as Health Catalyst and Innovalon?


That February Feeling

that february feelingStill searching for that perfect investment match? The KLAS Investment Advisory team is here to help pair your research dollars with the best healthcare data and insights available on the market; no apps or elaborate profiles required. Our team of experts and analysts have been solely dedicated to the healthcare industry for nearly 25 years. Contact the KLAS Investment Advisory team at investorservices@klasresearch.com to explore how we can help you find the next best fit for your organization.

Current Time Inside Cache Tag Helper: 5/8/2021 5:11:25 PM and Model.reportId = 1920

Industry Insights

From the “KLAS” Room



Vendors that Partner with Customers See Greater Long-Term Stability

Healthcare organizations that interact with KLAS regularly highlight the necessity for vendors to become a partner with them in their success. KLAS has seen that true vendor partners offer solutions that fit within the long-term focus of the customer with strong integration and continual investment and product development. Partnerships between providers and vendors include regular touchpoints and a clear road map that the vendor can continually meet. Additionally, true vendor partners are focused on delivering outcomes to providers and not focused on making the next sale. When relationships like these are established (and it takes WORK!), providers have a vendor they trust with their needs, remain long-term and stable customers, enthusiastically share their feelings and experiences with their peers, and can become great assets for vendors looking to expand.

true vendor partners

CX Framework—Culture

KLAS has developed the Customer Experience (CX) Framework through decades of customer interviews with healthcare organizations, vendors, and investors throughout the world. This framework is used to help providers and vendors see at a glance where a product or vendor excels or where they need improvement.

cultureThis month’s highlight: Culture

The set of values, principles, and beliefs that an organization lives by and exhibits both externally and internally help define a company’s culture. Honesty, integrity, trustworthiness, truthfulness, and proactivity are all positive attributes that KLAS has observed as evidence of a flourishing customer-centric culture that helps vendors and their customers establish a strong partnership. These partnerships are key to driving high customer satisfaction and retention. KLAS has seen that the vendors who have a culture of putting the customer first often see high levels of financial success.

KLAS Report Highlights


January 2021 Published Specialty & Emerging Technology Reports

robotic process automationRobotic Process Automation (RPA) 2021: 
Adoption Moving Mainstream

Use of robotic process automation (RPA) technology in healthcare continues to grow. Early adopters focused primarily on automating repetitive and time-consuming revenue cycle management (RCM) tasks. Having achieved positive ROIs, they see the opportunity to drive additional efficiency and bottom-line improvements, both within RCM and in other areas of their organizations. This report dives into the performance of several early leaders in RPA to compare how they perform and how well they meet customers’ needs and expectations.

top areas of interest for rpa use

telehealth performanceTelehealth Performance 2020:
Rapid Telehealth Uptake is a COVID Silver Lining

No one could have predicted COVID-19, so it is no surprise that all vendors initially struggled to manage the rapid increase in telehealth adoption. Most vendors were able to eventually right the ship, and while the situation was unique, vendors’ responses provide insight into their ability to react to factors outside of their control and continue to help customers be successful moving forward.

overall performance score and trend telehealth performance

futura mobility etech spotlightFutura Mobility eTech First Look 2021:
Matching Resources to Clients’ Needs

No one could have predicted COVID-19, so it is no surprise that all vendors initially struggled to manage the rapid increase in telehealth adoption. Most vendors were able to eventually right the ship, and while the situation was unique, vendors’ responses provide insight into their ability to react to factors outside of their control and continue to help customers be successful moving forward.

futura mobility client experience

Upcoming KLAS Specialty Reports

Bright.md
Emerging Technology Spotlight Report



ERP Implementation
Healthcare organizations implementing an ERP solution need a partner who can help them implement the technology and oversee the significant change management and training required. Which firms are able to provide these services, and what types of implementations does each firm have experience with? Who has expertise implementing the newer cloud options on the market? Which ERP software vendors work as a partner, whether or not they are selected to implement the software?

Large Home Health
This report, an update on the performance of home health IT solutions, will look specifically at larger home health providers. How well are home health vendors meeting the needs of their larger clients?



Physician Advisory Services
Choosing to admit a patient to the hospital rather than just keeping the patient for observation can have costly ramifications for both the hospital and the patient if the admission ends up not being covered by insurance. Physician advisory services are designed to prevent this dilemma by alerting providers when an admission is unlikely to be covered.

Small EMR Market Share by Vendor Base
The small hospital market has become the primary battleground for EMR purchasing, and all vendors are focusing resources in this space. The goal of this report is to support provider organizations who are part of this wave by helping EMR vendors align their efforts and investments to best meet the needs of these small hospitals.

Industry Investments of Interest



Regulatory Impacts for New Technologies

New government regulations will help drive higher levels of medical device innovations and development as well as AI requirements to ensure that development meets a standard model for developing and supporting AI solutions.

Medicare Coverage Related to IDE Studies: The Medicare Prescription Drug, Improvement, and Modernization Act of 2003 (MMA) allowed Medicare payment of the routine costs of care furnished to Medicare beneficiaries in certain categories of Investigational Device Exemption (IDE) studies. Covering the costs in these IDE studies removes a financial barrier that could otherwise discourage beneficiaries from participating. This new rule should drive increased medical device innovations and market introductions.

FDA Releases Artificial Intelligence/Machine Learning Action Plan: This regulation is intended to create a standard model for developing and evaluating ongoing AI solutions that will drive improved clinical decision support and patient safety.

Market Activities Impacting Investments

The following market activities will likely affect new investment strategies for healthcare IT:



Cerner to Build $1B Data Business: Building on its acquisition of clinical research company Kantar Health, health IT giant Cerner is setting its sights on building a $1 billion data business for the healthcare and life sciences industries. If Cerner can partner with the AWS Health Data Lake, the probability for success will be higher. How will this effort impact companies such as Health Catalyst and Innovalon?


That February Feeling

that february feelingStill searching for that perfect investment match? The KLAS Investment Advisory team is here to help pair your research dollars with the best healthcare data and insights available on the market; no apps or elaborate profiles required. Our team of experts and analysts have been solely dedicated to the healthcare industry for nearly 25 years. Contact the KLAS Investment Advisory team at investorservices@klasresearch.com to explore how we can help you find the next best fit for your organization.

 Download Whitepaper

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. © 2021 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.