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Latin America PACS 2021 Latin America PACS 2021
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Latin America PACS 2021
A Region-Specific Look at Customer Satisfaction

author - Eder Lagemann
Eder Lagemann
author - Jonathan Christensen
Jonathan Christensen
January 26, 2021 | Read Time: 6  minutes

PACS purchasing continues to grow in Latin America as healthcare organizations advance their imaging storage and access strategies. To help organizations find the best fit for their needs, this report examines the regional footprint of and customer satisfaction with various PACS solutions in Latin America. Altogether, customer satisfaction feedback was collected from 75 respondents, representing 65 separate organizations in 13 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).

Global Players Philips (Carestream), Fujifilm & Agfa HealthCare Have Broad Presence; Pixeon & MV Expand Their Regional Footprint

Philips Vue PACS (acquired from Carestream in 2019) has been the most widely considered platform in recent decisions in Latin America and has grown significantly in the region in recent years, especially in Brazil, Argentina, and Mexico. The platform’s scalability is a key differentiator and makes Vue PACS the most common choice among large imaging organizations (500,000+ studies per year). Fujifilm is leveraged in multiple countries across Latin America, giving them a footprint that is broad though somewhat shallow (small number of customers per country). Agfa HealthCare’s new Enterprise Imaging for Radiology platform has garnered significant interest among Agfa’s legacy IMPAX customers. Many in Spanish-speaking Latin America, who had a more positive experience with IMPAX, have chosen to migrate to the new platform; net new organizations have also expressed interest. In Brazil, most IMPAX customers have left for other vendors, citing a poor experience with IMPAX as a top reason; a few have migrated to Agfa’s new platform. Two Brazilian vendors have recently expanded into other Spanish-speaking countries—Pixeon has made inroads into Argentina via a local reseller; MV has expanded into countries where they already have a limited EMR presence. GE Healthcare has been replaced by many customers in Latin America in recent years, and KLAS was not able to find enough clients in Brazil or Spanish-speaking Latin America for the vendor to be rated in this report.

imaging volume and vendor presence


Pixeon Significantly Outperforms Competitors in Brazil Thanks to High Value and Solid Relationships

overall performance brazil

Pixeon’s large presence in Brazil has continued to grow thanks to strong performance. Pixeon’s support is described as responsive and helpful, with customers noting that support personnel are committed to quickly and effectively resolving concerns. Customers report strong trust in both their dedicated representatives and Pixeon’s technical staff, and these relationships buoy customer perceptions of the product and its value. Customers note opportunities for Pixeon to make the existing relationships more strategic through increased proactive communication—many of the approximately one-third of respondents who aren’t on the latest version say they have not received communication from Pixeon about upgrading. This gap prevents both satisfied and less satisfied customers from fully leveraging the product’s functionality.

Poor Relationships Reduce Perceived Value, Strength of MV & Philips (Carestream) Products

MV’s VIVACE solution meets most of customers’ functionality needs and is often priced attractively for existing EMR clients. Recent development has resulted in improved functionality. Overall satisfaction with the product is dampened by weaker clinician usability, which customers say is exacerbated by weaker training and slow support (resolving support tickets can require much back and forth with MV’s resources). Philips’ highly scalable Vue PACS is noted for its outstanding usability and strong functionality. Gaps in the customer experience are largely relationship issues—customers say the local support lacks resources to support upgrades and resolve problems. Most customers of Philips IntelliSpace PACS, which is no longer promoted as the go-forward option, say they will consider moving to Vue PACS. Agfa HealthCare’s customer base in Brazil has shrunk significantly over the past five years as negative experiences have caused many IMPAX customers to leave for other vendors. The few that have migrated to Enterprise Imaging for Radiology are now supported wholly by Dedalus, who acquired aspects of Agfa’s HIT portfolio earlier in 2020. While these clients report an improved experience, weaker support has impacted perceptions of value.

strength of partnership
money's worth

Spanish-Speaking Latin America

Agfa HealthCare’s New Platform Leads Spanish-Speaking Market

Adopted by small to midsized organizations, Agfa HealthCare’s Enterprise Imaging for Radiology has been warmly received in Spanish-speaking Latin America. Directly or together with various local reseller partners, Agfa has delivered very well. Implementations have earned near-perfect ratings—customers say implementations are structured and managed well and there is continuity between the implementation and support staffs. Migrating to a new platform is not without challenges, and Agfa addresses this by providing strong training. Additionally, the new platform is viewed as an improvement over IMPAX in terms of usability and functionality. Many remaining IMPAX customers plan to migrate to Agfa’s new platform within the next few years, but some plan to explore their options. These customers say Agfa needs to prove they can scale the positive experience with Enterprise Imaging for Radiology across a broader customer base.

overall performance spanish speaking
overall performance spanish speaking

Inconsistent Relationships a Struggle for Philips (Carestream) and Fujifilm Customers; Pixeon Takes First Steps Outside Brazil

Philips Vue PACS has broad adoption and consideration in Spanish-speaking Latin America. The solution is reliable, has little downtime, and is particularly noted for its high degree of usability, which helps customers get up and running quickly. Philips’ support is able to quickly and easily resolve smaller challenges. For larger issues, customers feel they have to drive the follow-up and resolution themselves. Fujifilm’s functionality meets most needs, and the solution is viewed as highly usable. While acknowledging good tactical support (the local support personnel and technicians—provided via reseller—are described as friendly and helpful), customers feel Fujifilm is not consistent at providing more strategic engagement. Sometimes customers have transparency into Fujifilm’s vision and get quick problem resolution; at other times, the vendor is not proactive and fails to own problems. This issue also impacts integration ratings, as customers feel they have to push Fujifilm to resolve hurdles integrating with hardware, VNAs, and EMRs. Through a reseller in Argentina, Pixeon has now expanded their PACS footprint outside of Brazil. Customers like the product but note that some support, implementation, and training challenges still need to be ironed out.

product vs relationship

Other Vendors Validated in Latin America

GE Healthcare’s market share in Latin America continues to shrink, with many previous customers citing unresponsive support and a marked lack of product development as reasons for moving to other solutions. Due to the dwindling customer base, KLAS was unable to interview enough GE Healthcare customers to show ratings specific to Brazil or the Spanish-speaking market. However, the vendor’s overall performance score for all of Latin America combined is 72.6 (limited data). Other PACS vendors KLAS has validated in Latin America include INFINITT, PaxeraHealth, Sectra, and VISUS. Sample sizes for these vendors are too small for customer experience insights to be shared.

About This Report

Each year, KLAS interviews thousands of healthcare professionals about the 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 data in this report was collected over the last 18 months; the number of unique responding organizations for each solution 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.

author - Elizabeth Pew
Elizabeth Pew
author - Natalie Jamison
Natalie Jamison
author - Natalie Jamison
Project Manager
Natalie Jamison
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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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