Investor Newsletter March 2021

Over the years, KLAS has seen that the vendors that have some of the highest satisfaction with their customers are excellent at sharing the vision or road map for where the product development is going. Additionally, these companies rely heavily on customer input for development priorities and then communicate directly with the customer to set and meet expectations around the delivery of this new technology. Customers report that these discussions are not “salesy” in nature; they do more to help the customer feel that the vendor is focused on helping customers achieve their goals and that the vendor is a true development partner who is concerned with making sure that the customer succeeds. However, simply developing the new technology is not enough. Vendors then need to ensure that their customers are fully educated on the new technology, and they need to develop the necessary training materials and programs to help customers succeed with the new technology. KLAS has seen many examples of vendors delivering great new technology only to falter with training their customers on it. This often results in high frustration, missed expectations, and lower customer satisfaction despite the huge investment from the vendor to develop and deliver the new technology.

Home health agency growth and consolidation have resulted in increasingly larger agencies, many of whom are seeking economies of scale and need strong IT solutions to drive them into the future. This report highlights home health EHR vendors’ performance among midsize and larger home health agencies (average daily census of >200) and explores a few key questions:

• Which vendors are most often used by midsize or larger organizations, and how do they perform?
• Are other vendors challenging Homecare Homebase’s significant presence in the largest agencies?
• How have recent acquisitions impacted satisfaction for MatrixCare (Brightree), Netsmart, and WellSky customers?
• Which solutions are most commonly used by independent agencies versus those owned by health systems?

Some significant changes have occurred in the clinical documentation improvement (CDI) market in the last couple of years, including vendor acquisitions and technology developments. This report examines how these and other factors have impacted the customer experience and seeks to uncover which vendors provide strong technology as well as the relationships and guidance that healthcare organizations need to be successful.

Drug Diversion Monitoring
Providers are adopting new drug diversion monitoring technology based on promises of AI-driven tools, streamlined investigation workflows, and an expanded view of the chain of custody of controlled substances. Amid this market energy, this study seeks to understand what is realistically possible with drug diversion monitoring solutions.

Enterprise Imaging 
Based on interviews with 6–10 of each vendor’s most advanced enterprise imaging (EI) customers, this study will explore what ROI organizations have seen from their own EI efforts as well as those of their imaging vendors (i.e., VNA and universal viewer vendors).

Enterprise Physician Scheduling
In trying to meet the scheduling needs and preferences of different departments, many organizations have ended up with a hodgepodge of disparate physician scheduling solutions. However, in a push to consolidate, organizations are now migrating toward enterprise scheduling solutions capable of serving physicians across all departments. The purpose of this report is to validate which solutions are being used in this way, how many departments they cover, and how well they satisfy customers.

Patient Engagement Ecosystem
With literally hundreds of patient engagement solutions on the market, organizations often struggle to organize and differentiate solutions. KLAS’ patient engagement ecosystem model helps differentiate vendors by clarifying, segmenting, and measuring solutions based on an agreed-upon framework. This framework has been updated based on insights from the 2019 Patient Engagement summit. It will be used in this report to define vendor-reported offerings and then differentiate vendors based on the breadth of those offerings and how well they align with the patient engagement platform model.

Release of Information (ROI)
Providing access to protected health information is an essential service in healthcare. Provider organizations are looking for service firm partners offering release of information services that provide timely, accurate, and validated information. This report will focus on firms’ performance in this space, with an emphasis on accuracy, quality, turnaround time for requests, and how well firms work with third-party requesters.

RRS Medical First Look 
Because of changes to regulations and protocols surrounding protected health information, release of information (ROI) solutions require flexibility and vendor experience to effectively support provider organizations. While many ROI vendors provide primarily services, RRS Medical supplements their services with innovative dashboards and software with the aim to improve turnaround time and efficiency. This report looks to validate the outcomes and satisfaction of RRS Medical’s most deeply adopted clients.

Bright.md Spotlight 
Bright.md offers a solution that seems to go past the typical telehealth model by offering an online visit that creates unique notes, uses NLP to help assess a patient’s primary issue, and creates a care path for next steps. This unique approach to virtual care and care management makes Bright.md a compelling option for provider organizations. This spotlight attempts to validate the performance, benefits, and outcomes associated with Bright.md’s solution and its unique approach to virtual care.

For more information on KLAS reports contact the KLAS Investment Advisory team at investorservices@klasresearch.com.

Not All That Glitters Is Gold

In your quest to discover the next healthcare industry “pot of gold,” leverage the KLAS experts to help reveal whether your initial perceptions hold true. While KLAS may not be able to improve your luck, our industry-leading research and analysis can provide your organization with the tools and resources needed to make the most informed healthcare investment decisions. For your next custom project, contact the KLAS Investment Advisory team today: investorservices@klasresearch.com.

Secure the Date for DHIS 2021!

September 28th–29th at the luxurious Stein Erickson Lodge in scenic Park City, UT.