Release of Information 2023
Examining Digital Technology & Vendor Efficiency

MRO Drives High Client Satisfaction across Service Models; Ciox Health Clients on Shared Model Report Receiving High Value

Across both shared and outsourced/staffed models, all measured firms score highly and provide positive customer experiences. Clients of MRO are highly satisfied with both service models, citing the firm’s consistency, professionalism, and accurate, high-quality work. Respondents say the firm’s strategic guidance differentiates them in the market; account managers act as subject matter experts who keep clients up to date with changing regulations. Clients who are on Ciox Health’s shared model feel the firm proactively communicates and guides their organizations. Additionally, the firm provides knowledge about ROI regulations via monthly webinars, which clients appreciate.

Sharecare Noted for Strong Execution amid Staffing Coverage Challenges; Verisma Provides Good Accuracy/Quality, Staffing Struggles Lead to Inconsistent Execution for Some Clients

Clients of MRO, HealthMark Group & Ciox Health Exceed Customer Expectations through Improved Technology Efficiencies

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 services, which is composed of 9 numeric ratings questions and 3 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 five customer experience pillars—loyalty, operations, relationship, services, and value.

Additionally, the standard evaluation included the following scoping questions specific to the release of information (ROI) market:

1. Rate the firm’s accuracy/quality on a scale of 1–9.
2. Rate the firm’s turnaround time for completing requests on a scale of 1–9.

To supplement the client satisfaction data gathered with the standard evaluation, KLAS also created a supplemental evaluation to delve deeper into several questions specific to the ROI market. This evaluation asked respondents (1) how well their firm’s technology increases ROI efficiency, (2) how well their firm manages staffing turnover, and (3) what their firm is doing to help clients comply with new requirements and regulations.

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. Where textual content relies on limited data, the vendor name is marked with an asterisk. 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.