Patient Privacy Monitoring 2023
How Are Vendors Delivering amid Developing AI Technology & Market Consolidation?

Protenus Customers Use AI Functionality to Decrease False Positives and Improve Efficiency

Imprivata FairWarning and SecureLink See Decreased Customer Satisfaction after Acquisitions; FairWarning Customers Note High Costs for Data Storage

Historically high customer satisfaction slightly declined after SecureLink acquired Maize Analytics, and the current customer experience with Imprivata SecureLink Privacy Monitor varies. Most respondents say the acquisition was smooth, and a couple feel optimistic about future development Imprivata will bring; others say the vendor is less responsive than preacquisition. In general, customer loyalty remains high due to the solution being seen as affordable. Some customers aren’t yet using the AI functionality, but those who are highlight the decision-making support and the ability to handle large amounts of data while reducing manual work. Respondents also note the anomaly-detection reports, but some feel they don’t know how to fully use them.

iatricSystems a Strong Performer for Small Organizations; Larger Customers Are Dissatisfied, Plan to Replace

Additional Insights

Voice of the Customer

Vendors ordered alphabetically

iatricSystems Haystack Solutions

“In using Haystack Solutions, we have seen more visibility. We are monitoring any HIPAA violations, and Haystack Solutions gives us access to every single record. The system is very smart. It has AI functionality that can trigger a warning and find any incident. The tool is helping to detect incidents that we couldn’t see before. With the logic that the system has, we can track that somebody changed a patient’s last name or lives on the same block as a patient whose record they looked at. The system alerts us to investigate that incident that could be related to a HIPAA violation.” —Director

“We would like the vendor to focus on AI and machine learning to further drive surveillance. The vendor is scratching the tip of the iceberg, but there is plenty of room to grow. The vendor’s challenge is that the product needed some fairly major basic performance corrections, and that impacted the vendor’s product road map.” —Manager

Imprivata FairWarning Patient Privacy Intelligence

“Imprivata’s strength is that their product is one of the few systems that can help companies without a significant IT infrastructure to be able to ensure that policies and procedures for patient privacy are taken seriously. The product kicks things up a notch to ensure that we are able to convey to our patients and government agencies that we take monitoring seriously. The product also allows us to address users who shouldn’t be looking at patient records that they have no need to see. So the product really helps us with employees snooping on each other or with patients who feel that a personal contact might have looked at their record. We can assure patients that our employees uphold the privacy standards that we have set forth.” —VP

“When the vendor was FairWarning, more things were built into the pricing. If we needed to add an additional data source or we needed to have a project in the middle of things, there wasn’t necessarily an additional cost for that. But with Imprivata, there are additional costs for everything we do with them, despite how much we paid up front for the product. They charge us for everything they can charge for. For example, we wanted to make a change to a table, and we had to pay a lot for that. We wanted that change many months ago and are still waiting for it. Previously, with FairWarning, a change like that would have taken two weeks at the most. I don’t believe we receive our money’s worth. I don’t feel like the product should cost as much as it does.” —Director

Imprivata SecureLink Privacy Monitor (formerly Maize Analytics)

“We looked at a number of different solutions, and SecureLink Privacy Monitor had the most competitive price by far. The vendor continues to work with us as we expand our business, and the licensing agreement is more than reasonable. The value for our money has been fantastic. I would absolutely recommend Imprivata to others. The value of the product, the vendor’s support, and the insights that the platform gives us are pretty great.” —VP

“My cohorts have noticed the system has been running slower since it was acquired by Imprivata. We have not been accustomed to that. Since the acquisition, we have had to reach out and ask for help more than ever before. For example, we were used to running our data reports outside of business hours so the system wouldn’t get bogged down. Maize Analytics would do that for us. Nowadays, that doesn’t always happen. We are seeing a lot of dissatisfaction with the data. The reports are sometimes missing things, so we have to reach out and figure out why certain data is not there. We never experienced that until Imprivata’s acquisition.” —Manager

Protenus Patient Privacy Monitoring

“We used to do manual, line-by-line reviews, sometimes over several years’ worth of records, and that was a nightmare. The tool allows us to review HIPAA-related access issues more quickly and thoroughly using indicators for whether something looks risky so we can spend our time more effectively and efficiently by looking at what is actually risky. The system is a great filter that helps us get rid of the noise and focus on what looks odd. Protenus’ product has a scoring system based on how suspicious the activity is.” —Director

“We have seen some glitches here and there with Protenus’ integration. There are other systems that connect to our main system that we haven’t connected to the Protenus system. Connecting those systems would give us a better integration, but we are not sure that the outcome would be worth the effort because it would take a lot of work on both ends to try and integrate additional systems with the Protenus system. We have other systems that interface with our main system, and there is really a mixed bag.” —VP

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 over the last 12 months 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.

To supplement the customer satisfaction data gathered with the standard evaluation, KLAS also asked customers the following questions specific to patient privacy monitoring:

1. What EMR and/or ERP systems are currently integrated with your patient privacy monitoring solution?
2. What impact have your vendor’s AI/ML capabilities had on your compliance/privacy program?

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 table below shows the total number of unique organizations interviewed for each vendor or solution as well as the total number of individual respondents.