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Remote Patient Monitoring 2019
The New Age of RPM
Author
Adam Cherrington
Almost all users of remote patient monitoring (RPM) solutions get measurable outcomes (see KLAS’ 2018 RPM report), but because of factors like value-based care, new reimbursement options, and consumer-focused technology, the market and customer expectations are evolving.
This report, KLAS’ first look at RPM vendor performance, investigates how vendors fare at transitioning away from the old paradigm of rigid, hardware-based products to the new age of RPM—in which solutions empower patients and facilitate expansion of RPM use cases. Which vendors offer the technology, support, and flexibility that provider organizations need to grow their RPM programs?
Few Vendors Eager to Measure Customer Experience
Especially in new or newly energetic market segments, KLAS measurement of customer satisfaction relies partly on vendors sharing complete client lists. Unfortunately, not all vendors are willing to participate. Health Recovery Solutions (HRS) and Vivify Health shared client lists and are fully rated in this report. Resideo (Honeywell) did not, though KLAS’ own efforts yielded enough surveys to share a limited amount of data. The same lack of transparency prevents Care Innovations, Medtronic, and Philips from being rated in this report despite KLAS’ best efforts. In the future, KLAS will continue to reach out to these and other RPM vendors’ customers and encourage participation from all market players.
The RPM Landscape
The following graphic shows where each vendor’s technology and approach to RPM fall on the spectrum toward the new age of RPM.
HRS & Vivify Lead amid Shifting RPM Paradigm; Resideo (Honeywell) Playing Catch-Up
Newer market players Health Recovery Solutions (HRS) and Vivify Health are helping to lead the evolution of the RPM market by leveraging existing consumer hardware and investing in easy-to-use, patient-centric software that engages patients in their own care. HRS customers particularly highlight their patient-communication capabilities (text-based chat and video visits). Vivify’s solution receives praise for customizability that supports new use cases. Feedback on Resideo (formerly Honeywell), a more longstanding market player, comes from limited data. Customers feel Resideo has struggled to catch up and transform their offering to match the new RPM paradigm.
Most customers use the Resideo offering for fairly basic use cases (e.g., gathering patient data for analysis). All vendors have room to improve in reporting; customers want to be able to customize system reports and drill more deeply into data to optimize their RPM programs.
Resideo, Vivify Struggle with Support in Wake of Vendor Changes
Resideo customers report a mixed experience with service. While the vendor is responsive and fixes problems when alerted, they lack more proactive support, let alone the strategic guidance organizations need to expand their RPM use cases. Personnel turnover and poor communication leave customers feeling out of the loop. Vivify Health customers report the vendor is proactive and listens to customer feedback, but some experience support bottlenecks, which they ascribe partly to Vivify’s fast-growing customer base and partly to unwelcome changes in the support model. HRS receives praise for partnering with customers and developing what they need to achieve patient-centric goals and outcomes. Staff members—from assigned success representatives up to executives—pay special attention to customer
data and look for opportunities to improve the solution.
HRS Smooths the RPM Road by Avoiding Extra Fees
HRS stands out for not charging for every little thing; some customers go so far as to call the vendor “gracious” about helping to limit the cost burden of RPM. Customers report that direct patient support comes standard as part of HRS’ RPM contracts. In contrast, Resideo customers report the vendor’s historical practice of line-item pricing (e.g., for equipment upgrades) discourages adoption and expansion of RPM programs. A few respondents say recent changes
to Resideo’s pricing model have lowered equipment costs somewhat.
Writer
Amanda Wind Smith
Designer
Madison Moniz
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.