Post–Acute Care EMR Product Suites 2022
Vendors’ Progress toward an Enterprise Offering

MatrixCare Broadly Adopted, Delivers Consistent Satisfaction in Key Areas

No vendor today has delivered solutions across the entire breadth of post–acute care settings, but there has been progress. Typically, organizations offer either home-based or facility-based care, so their purchase decisions are usually driven by one type of care or the other. Overall, MatrixCare has achieved broad adoption (i.e., solid adoption across several care settings) and performs consistently well in home health, hospice, and LTC/SNF. WellSky, in part through some recent acquisitions, offers products for all measured care settings; however, adoption remains very low in several key settings, such as LTC/SNF. The table below shows a detailed picture of vendors in all care settings—including their product offering, customer adoption, and (where available) customer satisfaction ratings.

MatrixCare: Offers broad product portfolio, including former Brightree products moved under MatrixCare after the latter was acquired by ResMed; operates as a standalone business within ResMed’s SaaS portfolio. Large post–acute care customer base spans home-based and facility-based settings. Support is strong and customer-centric for all care settings. Additional integration needed between different solutions.

Netsmart: Following multiple acquisitions, vendor has achieved at least some adoption in a large number of care settings. Go-forward solution for most care settings in this report is myUnity; lack of development for other products has some hesitant to move. Organizations on non-go-forward products are dissatisfied. Breadth of products and resulting variability in support quality have created some vendor/client relationship issues. Customers want improved partnership and a more transparent vendor road map.

PointClickCare: Strong adoption in some facility-based settings; fledgling solutions in home-based care. Most products built by the vendor rather than obtained through M&A (the exception is behavioral health). Customers feel this strategy is a strength and supports strong relationships and deep vendor expertise on technology and specialty settings. Additional costs slow customer adoption of new technology. Some respondents want better training and deeper client engagement in development.

WellSky: Mix of acquired and internally developed products. Highest adoption in home-based care settings and very low adoption in facility-based care settings. The vendor’s deep expertise in home-based care supports strategic development in this area and also furthers technology for facility-based care. Has shown some difficulty managing broad offering while continuing to offer targeted, timely support.

Despite many gaps across post–acute care settings, EMR vendors generally receive good marks for the post–acute care products they do offer; it is worth noting that leaders at the enterprise level tend to be more satisfied than users that work in the individual care settings. Customers using Epic’s post–acute care technology are highly satisfied overall. They note that Epic has gaps in key areas (e.g., tablet-based documentation for home health) and that the workflows continue to be geared more toward inpatient settings. However, clients say they are very confident in Epic’s continuing development and ability to keep up with regulatory requirements. MEDITECH has seen less adoption of their post–acute care technology—MEDITECH EMR clients tend to include fewer post–acute care facilities compared to other vendors. Those who use MEDITECH’s post-acute care solutions for home health and hospice (which were acquired and are separate from the Expanse platform) are moderately satisfied and feel the value proposition is good. Users want quicker development and improved ease of use. Cerner offers solutions for facility-based care and behavioral health, but for home-based settings, they rely on their partnership with MatrixCare. Customers feel Cerner is focused on other challenges besides building an enterprise strategy for post–acute care. Organizations using Cerner’s solutions for LTC/SNF and behavioral health are satisfied with the product quality and resulting clinical outcomes; they note that more ongoing training would help ensure they can fully leverage all capabilities.

Across Vendors, Customers Want More Financial and Drill-Down Reporting

Customers of all post–acute care vendors share concerns with their products lacking needed functionality. Reporting is one of the most common functionality requests from each customer base. Overall, customers want to be able to bring together data from third-party technologies and get better financial and clinical insights at the organization level. While PointClickCare clients feel the vendor has done well at building out needed reporting functionality for LTC/SNF, they want more flexibility to analyze data from the PDF reports that are generated. MatrixCare customers are also successful with many aspects of the vendor’s reporting, but some have been held back by insufficient financial claims reporting. Interviewed WellSky customers experience glitches that prevent them from accessing reports or drilling down for more information. Netsmart customers have a variety of functionality requests; many want additional, customizable reporting, while others cite the need for better integration to improve the ingestion of data from HIEs.

† This data comes from reports published in 2021 on MatrixCare, Netsmart, PointClickCare, and WellSky.

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.

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.

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.

Product Designations Used in This Report

• Not Primary [NP]: Product that is not the vendor’s lead product in the market segment but can still be purchased and is still supported. In some cases, the product may not be actively sold in the listed market segment.