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Patient Outreach 2016

Patient Outreach 2016
Driving Outcomes – From No-Shows to Better Health

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The success of the value-based care model that healthcare is moving toward hinges on providers’ ability to engage the patients in their care. Many patient outreach vendors claim to help providers in this endeavor, but not all solutions are created equal. Providers are asking which solutions offer various outreach functionalities, which are driving the best outcomes, which vendors best help providers leverage their solutions, and what value EMR vendors bring to the table.

1. CIPHERHEALTH, EMMI, AND IBM (PHYTEL) PROVIDE MOST CLINICALLY FOCUSED TOOLS

Clinicians use CipherHealth Voice to reduce readmissions by surveying patients to monitor recovery and assess patient satisfaction. Providers using Emmi's interactive videos and other mediums for pre-visit patient education say the content helps set patient expectations and ensure that protocols are followed leading up to a surgery. Providers leverage IBM's analytics tools to identify at-risk populations and encourage patients to come in for preventive visits.

2016 Patient Outreach Patient Outreach Continuum

2. TALKSOFT'S COLLABORATIVE ENGAGEMENT HELPS PROVIDERS DRIVE OUTCOMES

Talksoft readily shares best practices, offers in-depth training, and partners closely with providers to help them find additional use cases for the system, which helps them reduce no-shows and increase the amount of preventive care they provide. Providers say CipherHealth proactively reaches out to assess provider needs and is responsive to feedback. West HouseCalls customers say they would like their vendor to share best practices and possible use cases more proactively. PhoneTree customers say their vendor is reactive and that the relationship needs improvement..

2016 Patient Outreach Guidance vs. Outcomes
2016 Patient Outreach Performanc vs Solution Robustness

3. SOLUTIONREACH'S NEXT-GENERATION TECHNOLOGY ALLOWS FOR ROBUST UTILIZATION BY ENTIRE CARE TEAM

Solutionreach users, who are often quality staff and care managers, primarily leverage interactive texts and phone calls to engage with patients both before and after appointments. Talksoft and CipherHealth users use more communication mediums per customer than other customer bases, using the solution to help with care management and quality control. Emmi's patient education and outreach tools allow clinicians and care managers to engage with patients at a deeper level both before and after procedures. Providers say that IBM (Phytel) makes it simple for them to coordinate preventive care and awareness campaigns, saving care managers time.

4. AN EARLY LOOK: EMR SOLUTIONS ARE VIABLE OPTIONS, BUT FUNCTIONALITY GAPS EXIST

EMR vendors also offer options for patient outreach—most notably patient portals. Providers cite benefits like EMR integration, two-way communication, and a deeper focus on patient-physician relationships. Gaps around appointment reminders, analytics, and communication mediums are common, though Greenway and NextGen offer traditional outreach tools. KLAS did not formally rate EMR vendors, but the following perspective is based on outreach- and portal-related commentary from 150+ organizations.

2016 Patient Outreach EMR Solutions and Patient Outreach

Bottom Line on Vendors

CipherHealth
Used for assessing patient satisfaction as well as post-discharge follow-up. Nurses are the typical end users. Providers want more robust reporting capabilities. Responsive to provider requests.
Emmi
Specializes in interactive patient outreach and education. Typically used by clinicians (physicians, nurses, care managers). Highlights are patient-response tracking and analytics for targeting individuals. Providers would like content to be more customizable.
HealthGrid‡
Used by office and care managers. Often used to facilitate care transitions. Able to effectively engage patients in a variety of ways. Stands out for providing guidance to optimize the system as well as for providing integration.
IBM (Phytel)
Recently acquired by IBM. Strong analytics and targeting of individuals. Stands out for using data from PM system to identify at-risk populations. Providers would like more guidance in optimizing use as well as stronger EMR/PM interfaces.
PhoneTree
Used by office managers. Listen-only phone messages used to confirm appointments. Vendor is transparent about solution capabilities. Providers want more texting and reporting functionality.
Solutionreach†
Primarily used for appointment reminders, patient satisfaction surveys, and general patient communication. Effective for mass communication. Analytics to target individuals is an area for improvement. Formerly Smile Reminder.
Talksoft†
Used for appointment reminders and patient satisfaction surveys. Good communication and guidance. System is customizable and interfaces well with providers’ EMR/PM.
West
Two acquired solutions—TeleVox and ClientTell. Vendor has largest market share. TeleVox is West’s primary outreach offering, mostly for appointment reminders. Good patient-response tracking, but limited ability to customize messages. Some integration challenges reported. ClientTell stands out for patient-response tracking. Lacks robust targeting tools.
† Mostly Ambulatory
‡ HealthGrid was not rated in this report due to insufficient data.

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KEY TOPICS

  1. CipherHealth, Emmi, and IBM (Phytel) Provide Most Clinically Focused Tools
  2. Talksoft’s Collaborative Engagement Helps Providers Drive Outcomes
  3. Solutionreach’s Next-Generation Technology Allows for Robust Utilization by Entire Care Team
  4. An Early Look: EMR Solutions Are Viable Options, But Functionality Gaps Exist
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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.