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Quality, Patient Safety, and Risk Management 2017

Quality, Patient Safety, and Risk Management 2017
Which Solutions Improve Patient Care Outcomes?

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How broad a quality solution is in terms of performance management, patient safety, and risk management capabilities impacts how effectively providers can manage quality. In order to adapt their delivery of care and drive outcomes, providers need actionable data, timely benchmarking, and effective predictive analytics. Value-based care has necessitated deeper use of quality management and expanded regulatory requirements, including MACRA.



1. While Lacking New Juvo Customers, Conduent’s Full-Suite Platform Still Satisfies


Full-suite vendor Conduent (formerly Xerox) has the largest client base and the deepest customer adoption in all quality areas. While a majority of customers are satisfied with the platform’s data repository, most are coping with an outdated UI, pending the availability of the newest platform, Juvo. Of the full-suite vendors, Quantros has the least-satisfied customers. Developing reports in Quantros’ older platform is cumbersome, and data is difficult to access; clients on the latest version report improved navigation. This is the first KLAS report to measure patient-safety and risk-management focused vendors Verge Health, Datix, and RL Solutions. Client satisfaction with these vendors’ solutions is high.



2. Vizient (UHC), Premier Most Broadly Support Regulatory Requirements, Including MACRA; Medisolv Best at Proactively Supporting eCQM


A key component of performance management is meeting regulatory requirements. Premier’s and Vizient’s large customer bases are part of the vendors’ membership and GPO arrangements and require broad support, having widely varying needs for regulatory requirements. Both vendors have a high percentage of clients using them to report MACRA. Premier and Vizient clients receive frequent training on regulation changes, though some feel the vendors are slow in updating their platforms to match CMS regulations. Medisolv was the first vendor to submit eCQM data and is the most experienced in it. Medisolv’s executives routinely interact with CMS to understand regulations, and clients specifically highlight Medisolv as highly proactive in providing regulatory support.


3. Smaller-Footprint-Vendor Nuance Delivers Actionable Performance Data That Improves Patient Care Outcomes


In order to drive patient care outcomes, providers need actionable data. Nuance has a smaller market share than other quality vendors. Focused primarily on performance management, Nuance customers can access actionable data to improve patient care outcomes better than customers of any other vendor. Data is easy to manipulate for ad hoc reporting and offers detailed information on clinician metrics and noncompliant patients.

Verge Health clients don’t receive sufficient actionable data, leading to burdensome manual work that requires technical knowledge. Verge Health customers report some improvements with recent platform updates.

Due to Truven Health’s benchmarking data being retroactive, customers have a hard time using it to make timely adjustments to their delivery of care. It is also difficult for them to access and build reports.


4. Vizient’s Transparency Drives High Use of Benchmarking and Predictive Analytics


Benchmarking tools help providers evaluate how they measure up to their peers. However, few providers use their benchmarking tools since the data is often retrospective and thus less actionable. Vizient has a comprehensive database and transparent data, and all interviewed clients use Vizient’s benchmarking. Almost all interviewed Truven Health and Premier customers also use their vendors’ benchmarking tools.

Predictive analytics allow providers to be more proactive in improving patient care and financial outcomes. Few providers use these tools since they are still maturing and since few offer functionality beyond trending data. Vizient has the highest percentage of customers using predictive analytics, and many say they have greater transparency for assessing financial risks. While Quantros offers a full suite for quality management, few customers use their benchmarking or predictive analytics capabilities.

Value-based care has necessitated deeper use of quality management and has caused the definition of what constitutes quality management to evolve. Providers are using quality management platforms to achieve desired patient care outcomes and submit performance metrics to regulatory agencies. Quality management has expanded to encompass three primary areas: (1) performance management, (2) patient safety, and (3) risk management. This KLAS report examines the breadth of the various vendor solutions across these areas, how actionable the vendor data is, and what kinds of benchmarking and predictive analytics capabilities the solutions provide.

Key Topics

  1. While Lacking New Juvo Customers, Conduent’s Full-Suite Platform Still Satisfies
  2. Vizient (UHC), Premier Most Broadly Support Regulatory Requirements, Including MACRA; Medisolv Best at Proactively Supporting eCQM
  3. Smaller-Footprint-Vendor Nuance Delivers Actionable Performance Data That Improves Patient Care Outcomes
  4. Vizient’s Transparency Drives High Use of Benchmarking and Predictive Analytics


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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. © 2019 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.