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Release of Information (ROI) 2018
Who Delivers Most Consistently Across Customers?
Author
Sam Eaquinto
In 2016, the small pool of release-of-information (ROI) services firms was shrunk even further by the merger of HealthPort and IOD, the two largest players in the ROI market. Today, Ciox Health—the new firm created by the merger—continues its predecessors’ market-share dominance but has fallen well below competitors MRO and Verisma in terms of customer satisfaction. A newly released automated tool from Ciox Health has some dissatisfied customers optimistic that their experience will improve, but others are considering MRO and Verisma as viable alternatives. This report examines the strengths and weaknesses of each firm to help organizations decide which is right for them.
In 2016, the small pool of release-of-information (ROI) services firms was shrunk even further by the merger of HealthPort and IOD, the two largest players in the ROI market. Today, Ciox Health—the new firm created by the merger—continues its predecessors’ market-share dominance but has fallen well below competitors MRO and Verisma in terms of customer satisfaction. A newly released automated tool from Ciox Health has some dissatisfied customers optimistic that their experience will improve, but others are considering MRO and Verisma as viable alternatives. This report examines the strengths and weaknesses of each firm to help organizations decide which is right for them.
A Note about Other Firms: Other firms—such as Diversified Medical Records Services, MediCopy, MMRA, Sharecare, and others—also offer release-of-information services but are not included in this research due to small customer bases, lack of national reach, or newness to the market.
Ciox Health Dominates in Market Share but Fails to Consistently Satisfy
A Ciox Health customer’s overall satisfaction is closely tied to how that customer rates the quality of Ciox Health’s staff. Citing good partnerships, solid communication, and strong on-site staff, about two-thirds of Ciox Health customers are satisfied or very satisfied with their overall experience. However, Ciox Health’s general performance is not consistent across customers, and the remaining one-third feel the firm has not lived up to expectations. Following the merger, several have observed a decline in their firm’s focus, culture, and personal touch; common complaints from these clients include communication gaps, stretched resources, and inconsistent staff quality.
HealthSource—Ciox Health’s recently released automated technology—may present an opportunity for the firm to streamline the ROI process and repair damaged relationships. However, the new tool comes too late for some customers who already have plans to leave.
Early HealthSource Adopters Optimistic; None Yet Report a Transformed Experience
HealthSource is currently live in six unique organizations, four of whom have been interviewed by KLAS. Though no interviewed organizations yet report major improvements, all are optimistic about the product's potential. One has seen a reduction in data-entry errors thanks to the solution’s optical character recognition. Two specifically highlight the potential of the bidirectional EMR interface to help with efficiency, though only one is actually live with this and has noted some bugs. Not all early adopters are clear about what benefits they should expect from HealthSource, indicating room for Ciox Health to improve communication.
MRO and Verisma Stronger Options in Both Relationships and Technology
MRO and Verisma are much smaller than Ciox Health, but both deliver stronger technology (e.g., dashboards) and are noted for being able to provide the personal touch that some customers don’t receive from Ciox Health.
MRO Consistently Strong Due to High-Quality Service Staff
With top-notch employees and outstanding customer service, MRO has been a consistently high performer for several years. MRO also receives high praise for their education program and for the training they provide to hospital employees at organizations that use a split-model approach (i.e., ROI team includes resources from the hospital and resources from the firm). MRO has proven the ability to scale and provide quality ROI services to both large and small clients.
Verisma Chosen for Strong Technology; Rapid Growth May Test Service ModelÂ
The smallest of the three firms in this report, Verisma has proven capable of handling both small and large organizations, and clients love the accessibility of the executive team and the personal attention they receive when issues arise. Verisma is also praised for the technology they provide—dashboards enable users to quickly view analytical data, drill down as needed, and have paperless processes. Verisma is experiencing rapid growth in the ROI space, and their challenge will be maintaining their small-company feel and model of attentive customer service as their customer base expands. Currently, Verisma is meeting expectations, and nearly all customers are very satisfied with the firm.
Writer
Elizabeth Pew
Designer
Natalie Jamison
Project Manager
Robert Ellis
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.