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Latin America EMR 2020 Latin America EMR 2020
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Latin America EMR 2020
A Region-Specific Look at Buying Trends and Customer Satisfaction

author - Everton Santos
Everton Santos
author - Natalie Jamison
Natalie Jamison
author - Jonathan Christensen
Jonathan Christensen
December 16, 2020 | Read Time: 8  minutes

EMR purchasing in Latin America is on the rise, especially among private healthcare groups. The Brazilian EMR market has been active for over a decade, while escalation in other countries in the region is more recent. This report—KLAS’ first focused solely on the Latin American EMR market—seeks to uncover which vendors are gaining market share and which are best meeting customers’ needs. Altogether, market trend data and customer satisfaction feedback was collected from 102 respondents, representing 88 separate organizations in 12 countries and territories. Insights will be examined first for Latin America as a whole, then for Brazil, and then for other countries throughout the region, collectively referred to as Spanish-speaking Latin America (this grouping also includes a small amount of feedback from several Caribbean nations).

number of contracted hospitals by country

Brazil-Focused MV & Philips Fastest Growing in Latin America; everis & Expanding Footprints in Spanish-Speaking Markets

MV is the most frequently selected vendor in Latin America, gaining more than 50% more hospitals—largely in Brazil—than any other vendor over the last five years. Considered by both small organizations and large academic health systems, MV is viewed as offering robust functionality. Philips has gained the second highest number of hospitals over the last five years, expanding outside Brazil into new Latin American markets (Mexico and Argentina) and countries outside the region (e.g., Australia, Germany, and Japan). SPDATA has grown third fastest in Brazil, mostly in small hospitals. everis, an NTT DATA Company, has seen significant growth in Spanish-speaking Latin America, with over 90% of their customer base signing in the last five years. Over 75% of the hospitals impacted by these new wins are tied to two major regional public EMR deployments, one in Mexico and one in Argentina. Cerner’s recent energy has come among private healthcare groups in countries such as Argentina and Peru. Other vendors in Brazil—e.g., Dedalus MedView (acquired from Agfa HealthCare), Pixeon, and TOTVS—and Spanish-speaking Latin America—e.g., DXC Technology xHIS and InterSystems—have had relatively few wins over the last five years.

overall performance score and hospital wins


Top-Considered MV and Philips Come with Trade-Offs; Dedalus MedView Technology Viewed as Outdated

For over a decade, EMR buying in Latin America has been most active in Brazil, where hundreds of hospitals are impacted by EMR purchase decisions each year. MV’s EMR product quality and development are the highest rated in Brazil. However, over 75% of interviewed clients report support or relationship challenges stemming from growing pains, including lack of experience or professionalism, a siloed support structure, long response times, staff turnover, and fixes to one issue creating new problems. Philips delivers better support and relationships, though customers in Brazil have noted a decrease in focus from Philips amid expansion into new countries. Product development has been bumpy over the last three years—the rollout of HTML5 has been slower than planned and has not delivered the expected level of functionality. Today, HTML5’s clinical features generally meet client needs, but most clients continue to leverage Tasy Java for financial and administrative functions. The Dedalus MedView platform (acquired from Agfa HealthCare) has a small customer base of primarily large private hospital groups. Around 50% of MedView customers are considering other EMR options, citing lack of development for the aging platform and the lack of web-based technology.

brazil overall performance score vs average bed size of new wins

SPDATA Offers Top Experience for Small Hospitals; Pixeon Customers Report Implementation Struggles

Small hospitals in Brazil that don’t need as much functionality or don’t have the resources to consider MV or Philips often choose more price-conscious alternatives, such as SPDATA and Pixeon. This report is the first time KLAS has measured SPDATA customer satisfaction, and the initial feedback is positive. Customers feel the system adequately meets the needs of smaller organizations and is a good value (often priced at one-quarter to one-third of the overall cost of more robust solutions). SPDATA also stands out for their support; customers describe the vendor as responsive to concerns and good at keeping commitments. Pixeon customers report a less consistent experience—while one-third of respondents are satisfied, many others say Pixeon overpromised on the system’s capabilities, leaving customers with post-implementation challenges that have persisted for years. This has created a backlog of support tickets and fueled the perception that Pixeon does not follow through on promises and is not worth the money.

brazil support vs development

Spanish-Speaking Latin America

InterSystems Strong in Chile; Philips Excelling in Mexico

Expanding into new countries comes with a significant amount of work for both vendors and their first customers in those countries. Thus, vendors whose regional teams are able to focus on fewer countries generally have more satisfied customers than those with a broader footprint. InterSystems is currently marketed only in Chile, where the vendor has a strong presence in the public sector (stemming from the country’s SIDRA project); additionally, they are currently being implemented by the largest private healthcare group in Chile. Customers say InterSystems has strong expertise and functionality that meets local needs. They also report strong collaboration and the best support experience in Spanish-speaking Latin America. Philips signed their first Latin America customers in Mexico in 2014 and now has 5–6 customers (20 private hospitals) in the country. These customers report high levels of partnership from Philips in translating and localizing the product to Mexico’s regulatory specifications and in being extremely engaged throughout the implementation. They also report high satisfaction after go-live. Philips has recently expanded to Argentina, their third country in Latin America.

spanish speaking latin america overall performance score

spanish speaking latin america product has needed functionality
spanish speaking latin america support and relationship ratings

everis Expansion Leading to Growing Pains for Customers; Development Slow for DXC Technology xHIS

everis has grown more rapidly than any other EMR vendor in Spanish-speaking Latin America, leading to growing pains for customers in Argentina and Mexico, including implementation challenges, missed timelines, poor communication, and undelivered functionality. On the plus side, customers have seen some improvement over the last year as the vendor’s expertise has grown and they have devoted more resources to the region. DXC Technology xHIS was one of the first EMRs deployed in the region, and it has customers in multiple countries. Customers feel development has not kept pace with their organizations’ evolving needs, and support responsiveness is a concern for both those who work with the vendor directly and those who contract with local resellers.

Cerner and MV Meeting Most Needs

With customers in six Latin American countries, Cerner has a broader footprint than most EMRs in the region. Customers appreciate the robust solution and its tight integration with SAP, and they look forward to the S/4HANA release. The solution is sold via SAP resellers, which comes with some trade-offs, including less responsive support and inadequate training. Additionally, some customers feel isolated from Cerner and thus lack visibility into the platform’s development road map. MV has been expanding outside of Brazil over the last six years and is now used by a handful of hospitals in six additional Latin American countries. The solution is viewed as strong overall, and customers in Spanish-speaking Latin America report stronger partnership with MV than their Brazilian counterparts. Customers would like stronger native Spanish-speaking resources and more localization of the system.

About This Report

Data for this report comes from two sources: (1) KLAS performance data and (2) KLAS market share data.

KLAS Performance Data

Each year, KLAS interviews thousands of healthcare professionals about the IT products and services their organizations use. These interviews are conducted using a standard quantitative evaluation, and the scores and commentary collected are shared in reports like this one and online in real time so that other providers and IT professionals can benefit from their peers’ experiences.

The performance data in this report was collected over the last 18 months. The number of unique responding organizations for each vendor is given in the chart below.

about this report

What Does “Limited Data” Mean?

When measuring customer satisfaction, KLAS requires that the sample size for any given product reach certain thresholds before data can be reported on. In research dedicated to a specific region, such as Latin America, sample sizes of 6 or higher are considered fully rated, and sample sizes of 3–5 are marked as limited data, via an asterisk (*) or other indicator. If the sample size is less than 3, no score is shown. There are a variety of reasons that sample sizes may be small—e.g., some products are used in only a small number of facilities, and some vendors are resistant to providing client lists. Additionally, it should be noted that a vendor’s sample size may vary from chart to chart as some respondents choose not to answer particular questions. Note that when a vendor has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.

Overall scores are measured on a 100-point scale and represent the weighted average of several yes/no questions as well as other questions scored on a 9-point scale.

KLAS Market Share Data

In addition to the customer satisfaction data described above, KLAS also tracks market share and buying trends for the global EMR market.

How Is EMR Market Share Measured?

The market share data reported in this study is based on hospital EMR purchasing trends published in KLAS’ global market share reports. It indicates market share status as of December 31, 2019, and does not include details on contracts signed in 2020 (though some historical market share data was adjusted as new information came to light during KLAS’ research for this current report). A simplified version of KLAS’ market share methodology is outlined below. For the full methodology, please see “Global (Non-US) EMR Market Share 2020.”

In this report, any given vendor’s EMR market share is defined as the total number of inpatient hospital facilities—as opposed to organizations, which may be comprised of multiple hospitals—whose most recent contract is with that vendor. For example, if a vendor signs a contract with a four-hospital organization, that vendor’s market share would increase by four. KLAS acknowledges that in some countries, the term “hospital” may be used to refer to an organization with multiple inpatient facilities. However, in this report, “hospital” is used to refer to a single inpatient facility.

At any point in time, only one EMR company can be recognized as a hospital’s most recently contracted vendor. When a hospital contracts with a new EMR vendor, the change is considered a “win” for the new vendor and a “loss” for the incumbent vendor (if one existed). In this report, a win does not depend on the legal status of a contract or on whether a provider organization is a paying customer. Additionally, while KLAS tracks vendor losses, these losses are not shown in charts in this research since many hospitals outside the United States are moving from paper or from a conglomeration of best-of-breed departmental systems to an enterprise platform. Where relevant, losses will be commented on in the text.

What Counts as an EMR?

Though the nomenclature used to describe the core patient record used throughout a hospital varies from region to region or language to language (e.g., EHR, EPR, EMR, EPD, EPJ, DPI, KIS, HCE, PEP, etc.), the term that will be used in this research is EMR (electronic medical record).

The EMR is the core record used by hospitals for day-to-day clinical tasks, such as clinical noting and documentation, ordering, results reporting, and ePrescribing. Some systems in this research may not include all of these clinical functions, but they are all viewed by their users as their core patient record. Solutions used solely for document management or scanning are excluded from this research, even though they are the primary clinical system in use at some hospitals.

author - Elizabeth Pew
Elizabeth Pew
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.

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