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2023
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Long-Term Care 2024
In a Financially Challenging Market, How Well Do Vendors Drive Value for Customers?
Author
Paul Hess
Author
Paul Warburton
As long-term care (LTC) facilities face decreasing reimbursements, changing CMS requirements, and staff turnover, they need software vendors who can provide valuable functionality and support their financial success. Investment in new technology can be cost prohibitive due to LTC facilities’ tight budgets, leading many to stay with their current EHR vendor; despite this, nearly 60% of interviewed organizations are looking to invest in additional technology from their EHR vendor or a third-party vendor to increase their profitability. An update to KLAS’ 2023 report on LTC technology, this report examines which vendors are best maintaining or improving customers’ sense of value via strong product development and integration quality.
Recent Acquisitions in the LTC Market
The following two acquisitions have impacted customer experiences for these products, which have been in the LTC market for several years with previous owners. Prior to the recent acquisitions, customers of these products reported average to low satisfaction.
- WellSky acquired Experience Care in August 2023
- PointClickCare acquired American HealthTech (AHT) from TruBridge (CPSI) in January 2024
PointClickCare’s Consistent Product Development Drives High Market Energy
When making purchase decisions, interviewed LTC facilities’ top concern is whether the vendor will continue to enhance the product with functionalities that support financial stability. PointClickCare is most frequently considered in purchase decisions thanks to their consistency in delivering regulatory and workflow enhancements. Some LTC customers express concern that as the vendor enhances their platform for assisted living and memory care facilities, they may potentially reduce resources for the LTC solution. MatrixCare is second most considered, and interviewed customers appreciate the regular product improvements that meet their needs related to regulatory reporting and documentation requirements—which are ongoing challenges for LTC facilities. Respondents note the vendor could more quickly deliver expected reporting and workflow enhancements. Netsmart, AHT (acquired by PointClickCare), and WellSky are rarely considered in validated purchase decisions. Interviewed customers report these vendors struggle to keep pace with CMS billing requirements and to enhance documentation.
Epic LTC Meets Need for Hospital-Based Organizations
Epic’s LTC offering has a very small customer base and is considered and used only by Epic health systems that have an LTC facility, meeting an important need for these health systems. Customers’ leadership and IT teams highly value the Epic LTC offering, noting the internal integration drives efficiency. Respondents also appreciate that Epic stays up-to-date with CMS regulations and delivers quarterly updates. Interviewed clinician end users are much less satisfied due to missing functionality (e.g., wound care), inflexible workflows, and insufficient quality reporting. Regardless, interviewed organizations plan to roll out the offering to more LTC facilities and optimize Epic’s updates to reduce documentation redundancies, reduce billing errors, and increase collection rates.
Amid a Market-Wide Decline in Realized Value, MatrixCare Increases Value for Customers by Reducing Ad Hoc Charges
Due to the financial and regulatory challenges that LTC facilities face, they highly value vendors that avoid excessive charges. MatrixCare is the only measured vendor whose customers report a significant increase in value in the past three years (see chart on next page). Respondents appreciate that the vendor has included more integrations and analytics in the base price, reducing the number of extra charges. In contrast, most WellSky customers’ sense of value has declined as the product has gone through several acquisitions in past years. Some customers highlight that support has become more responsive since WellSky acquired Experience Care, increasing the solution’s value. Other respondents have asked the vendor to reduce additional charges for services and ad hoc reports but have not seen a resolution in this area.
Customers of PointClickCare highlight that product enhancements lead to valuable financial outcomes (e.g., timely collections). They also note that while the main price includes some basic integrations, they are charged extra for additional analytics modules and optimization services. Since PointClickCare’s acquisition of AHT, the vendor has been moving all AHT customers to the main PointClickCare offering, as the AHT platform is being sunset. Netsmart customers feel they receive little value from the product, with some reporting the vendor charges them to access their organization’s own data.
LTC Organizations Looking to Increase Profitability via Investment in EHR, Analytics & Interoperability Platforms
Over half of interviewed LTC organizations are looking to increase their profitability (i.e., increase collections, achieve more accurate documentation, decrease staff turnover) through additional technology investments—both with their current EHR vendor and third-party vendors. Most are looking to invest in EHRs, analytics solutions, and interoperability tools that can quickly improve patient care and health outcomes as well as help cut costs and streamline billing. Several interviewed organizations report that they plan to retain, expand use of, or move to PointClickCare because LTC staff are often familiar with the product, resulting in improved staff satisfaction and decreased turnover and turnover-related costs. Additionally, PointClickCare customers highlight that the Nursing Advantage solution and RCM tools help their facilities track costs and improve documentation accuracy; however, not all customers are able to purchase these tools as they require additional costs. Some MatrixCare customers are investing in analytics solutions and coding services to help increase their profitability. Additionally, customers report investing in integration with billing systems and other third-party solutions to enhance efficiency and interoperability. Interviewed WellSky and Netsmart customers often invest in third-party software—WellSky respondents report investing in RCM software to support billing, and a few Netsmart customers are looking to invest in financial analytics platforms to improve operational reporting.
WellSky Delivers Improved Communication & Product Updates for Many Small LTC Customers
In the future, KLAS LTC performance data and reports will break out vendors by the average number of skilled nursing facilities within their customers’ organizations. This change will help provide more targeted insights to the market, as many larger LTC organizations aren’t able to consider vendors that cater to smaller organizations due to technology needs.
About This Report
Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted between August 2023 and August 2024 using KLAS’ standard quantitative evaluation for healthcare software, which is composed of 16 numeric ratings questions and 4 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into six customer experience pillars—culture, loyalty, operations, product, relationship, and value.
In addition to the standard evaluation on customer satisfaction, KLAS asked the following supplemental question to gain insight into long-term care organizations’ investment plans: What technologies, services, or internal changes are you leveraging or planning to leverage to boost profitability?
Sample Sizes
Unless otherwise noted, sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique customer organizations interviewed for a given vendor or solution. However, it should be noted that to allow for the representation of differing perspectives within any one customer organization, samples may include surveys from different individuals at the same organization. The following table shows the total number of unique organizations interviewed for each vendor or solution as well as the total number of individual respondents.
Some respondents choose not to answer particular questions, meaning the sample size for any given vendor or solution can change from question to question. When the number of unique organization responses for a particular question is less than 15, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 6, no score is shown. Where textual content relies on limited data, the vendor name is marked with an asterisk. 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.
Product Designations Used in This Report
- Limited market share [MS]: Product that has a smaller number of live customers.
Writer
Natalie Hopkins
Designer
Nikki Christensen
Project Manager
Andrew Wright
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. © 2026 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.