Population Health Vendor Overview 2023
Matching Vendor Capabilities to PHM Needs

Who Are the Most Well-Rounded Leaders in PHM Today? 

Who Delivers the X Factor in Customer Success? 

Azara Healthcare Fosters Strong Partnership with Hands-On Approach to Product Optimization 

Customers’ success with PHM often hinges on ongoing optimization from their technology vendors. Some vendors—particularly those whose customers are primarily FQHCs and ambulatory organizations/ACOs—proactively collaborate with customers and establish strong partnerships, while others provide the technology without much guidance. Azara Healthcare respondents say the vendor supports optimization by diving into their detailed data to answer customer questions. This hands-on approach facilitates successful training and implementations. Respondents of Relevant Healthcare (limited data) appreciate the reporting resources and the training that helps them build their own reports. Respondents of Salient Healthcare (limited data) highlight the availability of their service representatives, who proactively help them get the most from the technology.

In general, large IDN customers would like more hands-on collaboration around product development so they can confidently assess value-based contracts and take on more risk. Lightbeam Health Solutions, Arcadia, and Oracle Health (Cerner) offer technology with a lot of capabilities, though respondents often feel they must build out functionality themselves before seeing results. Customers of Innovaccer, Epic, and HealthEC (limited data) say that although their vendor is collaborative, there are opportunities to deliver more functionality for care management workflows and value-based contract performance.

Who Is Seeing the Most Market Energy and Why? 

Innovaccer, Arcadia, and Epic Continue to Be Most Often Considered

Who Is Facilitating Value-Based Contract Revenue for Customers?

For Arcadia, Innovaccer, and Lightbeam Respondents, Sizeable Portion of Revenue Is Tied to Value-Based Contracts

Third-party vendors are frequently selected by organizations moving toward risk-based models; organizations value the additional functionality and strategic focus third parties can provide, despite the additional costs and IT work. Respondents of third-party vendors Arcadia, Innovaccer, and Lightbeam are satisfied with how their vendor has developed and rolled out administrative and financial tools to help organizations realize revenue from value-based contracts. Arcadia and Innovaccer often work with customers to pull in large complex data sets and facilitate comprehensive analyses, and Innovaccer respondents in particular say the vendor’s help with establishing connections empowers their PHM program. Lightbeam customers say the analytics tool (Cohort Builder) helps them better assess and track ROI for value-based contracts by segmenting patients into custom, concentrated groups to automate workflows.

Functionality & Adoption Overview across PHM Pillars

About This Report 

Data for this report comes from two sources: (1) KLAS Decision Insights data and (2) KLAS performance data.

KLAS Decision Insights Data

All references in this report to organizations’ purchasing motivations come from KLAS’ Decision Insights data. Since 2017, KLAS has been gathering information as to which vendors are being replaced, considered, and purchased and what factors drive these decisions. KLAS Decision Insights data does not represent a comprehensive census or win/loss market share study. Rather, it is intended to help organizations understand which vendors have market energy and why. The data set in this report comes from 35 organizations that are making or have recently made a PHM purchase decision validated by KLAS between May 2021 and April 2023.

KLAS Performance Data

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.

In addition to the customer satisfaction data gathered with the standard evaluation, KLAS asked respondents the following supplemental question to gain further insights into the PHM market: what percentage of your overall revenue is tied to value-based contracts?

Sample Sizes

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.

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. 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.