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Quality Management 2019
The Search for a One-Stop Shop

author - Ryan Pretnik
Ryan Pretnik
March 12, 2019 | Read Time: 2  minutes

Expectations for quality management vendors have shifted—while provider organizations were previously satisfied with basic regulatory reporting tools, they are now looking for a single platform that provides more robust quality improvement functionality. However, development from several quality management vendors has remained fairly stagnant, and many organizations find they must fill the gaps with population health management tools, EMRs, and BI solutions. Against this backdrop, this report explores (1) the correlation between trust and customer loyalty, (2) customer satisfaction with current functionality, and (3) which vendors use strong guidance to ensure customer success.

Conduent Has Yet to Deliver on Juvo Promises; IBM Watson Health Customers Least Likely to Stay

customer loyalty vs vendor keeps all promisesPrimarily due to unkept promises regarding the long-awaited Juvo platform, customers of market share leader Conduent have reported an almost 10-point drop in satisfaction over the last year, and several are considering other vendors. Delays with the new platform have exacerbated frustrations with Conduent’s existing technology, which customers view as antiquated, saying they must have in-depth coding and SQL knowledge to effectively use it. IBM Watson Health (Truven) customers are the least likely to say they would buy their product again or stay with their vendor long term. Customers feel IBM has done little to develop new technology and is less focused on relationships than Truven was.

Ambulatory-Focused Vendors Satisfy Regulatory Needs; Development from Premier and Vizient Remains Stagnant

product has needed functionalityAmbulatory organizations who don’t want more than compliance reporting are highly satisfied with the easy-to-use tools from Mingle Health, Healthmonix, and SPH Analytics. Premier and Vizient customers report much lower functionality satisfaction. While Premier’s compliance reporting is satisfactory for both acute and ambulatory care organizations, functionality beyond that—specifically the data-visualization and reporting tools—is difficult to use without a technical background. As a result, end users may pull the wrong data, causing them to perceive it as inaccurate. Vizient customers would like more-timely data and the ability to view data across an entire IDN instead of just at the individual organization level. Historically, Vizient customers reported that the regulatory reporting was not kept up to date. To fill this gap, in April 2018, Vizient partnered with Medisolv to provide customers with Medisolv’s MIPS and eCQM reporting.

Nuance, Medisolv Dedicate Resources to Helping Customers Optimize Their Data

proactive service vs percent highly satisfiedNuance and Medisolv both offer highly proactive service, which contributes to their high percentages of highly satisfied customers. Nuance provides dedicated support staff, and in their regular webinars, Nuance shares best practices and walks customers through regulatory changes. Many members of Medisolv’s dedicated support team have clinical backgrounds, enabling them to build relationships with and effectively explain the tool to end users. Conduent has the lowest percentage of customers that are highly satisfied, and many feel Conduent’s guidance leaves much to be desired. Customers report that Conduent’s support staff takes a passive approach to helping customers improve quality and often takes days to respond to requests for help.

Vendor Bottom Lines

vendor bottom lines
author - Elizabeth Pew
Elizabeth Pew
author - Jess Wallace-Simpson
Jess Wallace-Simpson
author - Storie Smith
Project Manager
Storie Smith
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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. © 2024 KLAS Research, 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.