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Oracle Health (Cerner) 2023
Customer Perceptions of Oracle Health
Author
Coray Tate
Author
Alex McIntosh
Cerner, one of the major software vendors in healthcare IT, has gone through significant changes over the last year and a half. In October 2021, they announced a new CEO and introduced RevElate as their go-forward patient accounting platform. Two months later, Oracle announced their intent to acquire Cerner. Customers soon reached out to KLAS, wanting to know about their peers’ experiences with these changes. To gather this information, KLAS has been meeting regularly with leaders from over 20 healthcare organizations. This report shares their transition experience and how it has impacted their confidence in Cerner—now Oracle Health—as their go-forward partner. Customer insights come from three rounds of interviews:
- Round 1—March 2022: Customers’ initial thoughts on company changes
- Round 2—July 2022: Customers’ perceptions after Oracle Health finalized acquisition of Cerner and announced company vision
- Round 3—November 2022: Customers’ impressions after Oracle Cerner Health Conference (OCHC)
Note: For more customer feedback about recent company changes, read the Cerner Flash Insights report and the Cerner Soarian Financials Pulse Check report.
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Key Findings:
- Growing Number of Respondents Question Oracle Health as a Long-Term Partner Due to Lack of Tangible Results & Road Map
- Most Customers Lack Confidence in Oracle Health’s Ability to Execute on Their Vision for the Future
- Respondents Express Concerns about RevElate’s Delivery
- Despite Gaining Better Understanding of RevElate, Customers Are Dissatisfied with Communication, Have Reservations and Unanswered Questions
Writer
Sarah Hanson
Designer
Breanne Hunter
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. © 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.