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Patient Access 2016

Patient Access 2016
Is an Enterprise Option Myth or Reality?

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Many providers look to consolidate to a single vendor to achieve an enterprise patient access strategy. Vendors and deeply adopted providers have made strides to make this dream a reality, but the journey has only commenced for most. This report looks at which vendors come closest to meeting enterprise needs and examines the factors that affect satisfaction and adoption: functionality, development, integration, and overall relationship.



1. Experian Health Shows That a Broad, Highly Satisfying Patient Access Suite Is Possible

Experian Health provides a combination of strong integration, functionality, proactive support, and engaged leadership that allows customers to deeply adopt the vendor’s platform. Providers state that among Experian Health’s strengths is their strategic understanding of the broader revenue cycle. Another standout for adoption and satisfaction is DCS Global, whose well-coordinated implementations, high usability, and delivery of strong functionality have enabled a handful of providers to achieve deep adoption. Customers feel that DCS Global is still small and nimble enough to provide a personal level of attention that facilitates success.



2. Early Indicators Show That Change Healthcare Customers Struggle to Adopt Full Suite

Change Healthcare’s new cloud-based solution is early in its adoption cycle, and few customers have transitioned from the legacy offering. Users say functionality does not differ much from the old solution. In recent years, customers have been anxious to see greater innovation from Change Healthcare in order to keep pace with competitors; providers are hopeful that the move to the cloud signals a new focus on development. TransUnion Healthcare’s eligibility verification is reseller-based rather than directly sold to customers. Although overall relationship quality and communication are good, some customers feel that TransUnion does not proactively help customers understand the road map and industry trends the way other vendors do.



3. Customers Question Cerner’s Commitment to Development of New Technology for HDX

Cerner’s acquired solution is primarily used by Soarian customers. Providers note that HDX development lags significantly behind that of other market platforms, and major enhancements are needed to modernize the platform. Around half of Cerner customers say they plan to leave. MedeAnalytics provides a highly scalable, workflow-driven framework typically used by the largest of organizations, relying on industry partners to supply patient access components. With this approach, providers can achieve high efficiency in registration and financial clearance. However, some find that the reporting and navigation still require refinement. Others want MedeAnalytics to develop their own modules to simplify contracting and training.



4. Experian Health the Standout for Epic Connectivity; Overall Challenges with Recondo Technology, MedeAnalytics

Customers recognize Experian Health as achieving the highest degree of integration. Epic customers in particular describe the workflow as seamless. Recondo Technology customers state that significant manual intervention is required to overcome the vendor’s lack of integration with the core billing record. MedeAnalytics’ product is an interface-driven workflow engine that can achieve a high degree of integration but requires heavy IT maintenance. RelayHealth customers note that past challenges with payer connectivity continue to affect vendor trust and overall perception, but users are optimistic that recent additions to functionality will help set a new trend.



5. Providers Optimistic about Future AccuReg Software and SSI Group Adoption Thanks to Strong Relationships

Relationships are key to success when building out new functionality, and AccuReg Software and SSI Group excel at this. Providers say AccuReg communicates about the solution’s future, and ongoing development has many optimistic about adopting additional modules. SSI adoption has traditionally been low, though many hope the acquired Revenue360 solution will provide a comprehensive offering. Strong functionality, guidance, and communication have customers feeling encouraged about SSI’s broader revenue cycle vision.

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KEY TOPICS

  1. Experian Health Shows That a Broad, Highly Satisfying Patient Access Suite Is Possible
  2. Early Indicators Show That Change Healthcare Customers Struggle to Adopt Full Suite
  3. Customers Question Cerner’s Commitment to Development of New Technology for HDX
  4. Experian Health the Standout for Epic Connectivity; Overall Challenges with Recondo Technology, MedeAnalytics
  5. Providers Optimistic about Future AccuReg Software and SSI Group Adoption Thanks to Strong Relationships
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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. © 2018 KLAS Enterprises, 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.