Remote Patient Monitoring 2023
Healthcare Organizations Test Solutions in Rapidly Evolving Market

Defining RPM

While there is some debate as to what constitutes remote patient monitoring, KLAS defines RPM technology as solutions that acquire, store, or transmit patient health data, most often outside of a conventional care setting. This usually entails patients using devices at home to monitor a chronic condition and send data to their provider (see page 3 for details on the types of organizations adopting RPM and the conditions being monitored). Though this data is typically captured episodically, there is growing interest in continuous monitoring as well as hospital-at-home technologies.

Health Recovery Solutions Offers Strong Partnership; Some Customers Question Their Pace of Innovation

Customers of multiyear Best in KLAS winner Health Recovery Solutions (HRS) are often large organizations with enterprise-wide programs that cover multiple conditions and care settings. HRS delivers solid partnerships, and customers feel the vendor is invested in their success. Some feel EMR integration is a strength, though several customers would like deeper or more automatic integration of patient data into the EMR. While customers express high loyalty, some feel HRS’ innovation hasn’t kept pace with the market or that growth has prevented HRS from keeping development promises. Things customers would like to see include continuous monitoring, better inventory management, an improved video visit tool, and an updated UI for tablets. Both Biofourmis and Current Health offer continuous monitoring capabilities, which are seen by many healthcare organizations as the next advancement in RPM. Interviewed customers of Biofourmis (limited data) vary in size and typically use the vendor’s technology to monitor a broad range of conditions. They view the vendor as innovative and a strong partner; feedback on the solution’s integration and ease of use is mixed. Current Health (limited data) was acquired by electronics retailer Best Buy in late 2021; interviewed customers are mostly large organizations. They describe the vendor as collaborative, responsive, and eager to create enhancements that meet customer needs, even if that development is sometimes slow.

TimeDoc Health and Optimize Health Stand Out for Ease of Use

TimeDoc Health and Optimize Health are both noted for offering good ease of use, an important benefit given that RPM efforts are often targeted at Medicare patients, who may be less familiar with technology than other patient populations. Interviewed TimeDoc and Optimize Health customers, most of whom are clinics, most often use their solution to monitor patients with hypertension, and many leverage the vendors’ patient-facing technical support, care management, and inventory/device services. TimeDoc customers highlight the vendor’s helpful personnel. Feedback regarding integration and reporting is varied—several customers say EMR integration isn’t available or isn’t as deep as they would like it to be. Optimize Health customers, who tend to purchase devices up front, say support resources are responsive when contacted. However, the vendor isn’t as proactive in their relationships as customers would like, and some customers have had issues with devices breaking or not working. CareSimple (limited data) is also highlighted for strong ease of use. Interviewed customers—who comprise a mix of clinics and health systems—most often use the vendor to monitor heart disease and hypertension, and they say CareSimple offers good support and relationships.

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 software, which is composed of 16 numeric ratings questions and 4 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 six customer experience pillars—culture, loyalty, operations, product, relationship, and value.

To supplement the customer satisfaction data gathered with the standard evaluation, KLAS also created supplemental questions to delve deeper into several questions specific to the remote patient monitoring market. These questions were

• What conditions do you monitor with your RPM solution?
• Do you use your RPM vendor for any of the following: patient-facing technical support, care management services, inventory/device management, or revenue cycle services?

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. Ratings from these individuals are aggregated in order to prevent any one organization’s feedback from disproportionately impacting a solution’s score. 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. 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.