Telehealth & Remote Patient Monitoring Ecosystem 2023
Vendor-Reported Capabilities and Customer Adoption

Types of Telehealth & Remote Patient Monitoring Capabilities

Though they may also have additional focuses, in this report, vendors are grouped by their primary focus, as shown in the table below. The table also shows which vendors are currently measured by KLAS in telehealth, RPM, or other segments and which are not. Additionally, a handful of vendors that are currently measured by KLAS but did not self-report their capabilities are noted below. KLAS will continue to expand research into developing market segments related to telehealth and RPM.

Virtual Care Platforms: Amwell & Teladoc Health Lead in Reported Breadth of Capabilities and Care Settings; Caregility Offers Deep Inpatient Use Cases

Since KLAS’ 2021 report, virtual care has moved from an urgent necessity to an intentional strategy; healthcare organizations have solidified their virtual care programs, and vendors have solidified their technology focus. Amwell and Teladoc Health both have large customer bases and lead the segment with reported breadth of capabilities. Both state that customers can use their platforms across several clinical care settings, along with employer and payer settings. Both also offer physician services and report integration with a variety of EMRs. Amwell reports increased capabilities since 2021, including virtual sitting tools. Teladoc Health has higher adoption than Amwell for virtual nursing/rounding. Caregility was named Best in KLAS in 2023. Compared to other vendors, they report higher adoption rates for inpatient use cases, such as eICU and virtual sitting. In terms of EMR integration, they report live connections with Epic only. Due to high usage in inpatient settings, adoption of Caregility’s technology is often centered around in-room cameras and hardware. Caregility offers several workflow and content features through partnerships with other vendors.

eVisit, who announced their acquisition of Bluestream Health in April 2023, reports moderate breadth and adoption of capabilities related to clinical and administrative workflows. They have several more features on their development road map. Bright.md is different from most KLAS-measured vendors in the segment—they offer only an asynchronous virtual care solution. The vendor reports customer adoption mostly for outpatient and some emergency department use cases.

Video Conferencing Platforms: Doximity Reports Broad Care Settings, Doxy.me Reports Workflow Feature Breadth; Updox Offers Add-On Telehealth Capabilities for Existing Customers

Video conferencing platforms tend to be lighter than virtual care platforms and used on providers’ own devices (e.g., tablets), and they often include fewer diagnostic device connections, workflows, and physician services. Outpatient organizations are most likely to use them as primary solutions, though they are often also used as backups to other primary solutions or for multiparty group scenarios.

2023 Best in KLAS winner Doximity is known for telephony (not measured here) and video visits; they report some inpatient use, such as virtual rounding, as well as some adoption of payer use cases. Their reported breadth of features has increased to moderate since KLAS’ 2021 report. They report deep adoption of video conferencing capabilities (multiparty calls, file/image sharing) but offer fewer clinical and administrative workflows than other vendors. They also report live integration with Epic, Oracle Health (Cerner), and MEDITECH via FHIR. Doxy.me also offers a moderate breadth of capabilities; they are used mostly in outpatient settings but report some uses in other care settings. Vendor-reported capabilities include a variety of workflow features (billing, chatbot triage) and unidirectional integration with a wide range of EMRs. Updox is used exclusively in outpatient settings and offers telehealth as an add-on capability to their other, non-telehealth capabilities, such as eFax. Bidirectional integration is focused on smaller, outpatient EMRs, such as Practice Fusion and Amazing Charts, via a proprietary API.

EMR-Centric Virtual Care Platforms: Epic Reports Highest Breadth in a Varied Field; Decisions for EMR-Based Solutions Largely Based on Integration

EMR-centric virtual care platforms are used by organizations that already leverage the vendor’s EMR; often these platforms are used as the primary telehealth solution for straightforward outpatient video visits. Adoption of these solutions has increased as preference for tight integration has superseded other functionality concerns (see KLAS’ 2023 telehealth report); however, these vendors have expanded the video conferencing functionalities (e.g., multiparty and screen-sharing tools) available in the solutions. Epic continues to lead in breadth of reported capabilities and depth of feature adoption, especially for delivery and workflow capabilities. They report the largest variety of care settings, use cases, and workflows—such as real-time eligibility verification, care plans/pathways, and patient education. NextGen Healthcare offers outpatient-focused capabilities, including standard video conferencing features (e.g., screen sharing and multiparty calls) and administrative workflows (e.g., billing and scheduling). Also an outpatient-focused vendor, Greenway Health reports that features like multiparty visits, screen sharing, and file/image sharing are on their development road map.

Other KLAS-Measured Vendors Offering Telehealth Functionality (Measured in Non-Telehealth Segments)

Telehealth Solutions Not Currently Measured by KLAS

Broadly Used Health Recovery Solutions & Outpatient-Focused MD Revolution Report Continuous Monitoring in Development; TimeDoc Health Offers Lighter Outpatient Solution

The RPM market has continued to mature (see KLAS’ 2023 report), though user adoption of RPM solutions can be slowed by difficulties with program funding and logistics. Measured vendors offer blood pressure cuffs and scales and often offer pulse oximeters and glucometers; many are also beginning to develop continuous monitoring capabilities. 2023 Best in KLAS winner Health Recovery Solutions—used by a wide range of organization types—supports the four main device types as well as thermometers, and they report that continuous monitoring capabilities are on their road map. Outpatient-focused MD Revolution states they integrate with a variety of EMRs, support many devices (e.g., sleep trackers and spirometers), and offer a moderate number of capabilities. They also report that continuous monitoring is in development. TimeDoc Health also caters to outpatient organizations, offering lighter capabilities. The solution supports only proprietary devices and is used to measure fewer vitals (e.g., blood pressure and blood sugar).

Current Health reports continuous monitoring capabilities and the highest number of hospital-at-home use cases (e.g., cellulitis, UTIs). The employer-focused Teladoc Health solution is used to monitor employees’ blood pressure, blood sugar, weight, and activity. VitalTech is the only measured vendor who reports offering ECG capabilities, and the solution can be used to monitor a variety of chronic and non-chronic conditions, such as pneumonia and UTIs. Similar to TimeDoc Health, Optimize Health provides a lighter offering of capabilities with an outpatient focus. Both CareSimple and CareSignal (a Lightbeam company) report moderate capability levels. CareSimple uses proprietary devices (including spirometers), and CareSignal takes a deviceless RPM approach via patient responses to text messages or phone calls.

Other KLAS-Measured Vendors Offering RPM Functionality (Measured in Non-RPM Segments)

RPM Solutions Not Currently Measured by KLAS

Telehealth Overview

Remote Patient Monitoring Overview

About This Report

This report is designed to give provider, payer, and employer organizations a clear picture of what capabilities vendors offer to meet their core telehealth and remote patient monitoring needs. Most data in this report comes from vendor-reported information.

A limited amount of KLAS performance data is also shared. Overall performance scores are measured on a 100-point scale and represent the weighted average of customer respondents’ answers to 16 numeric ratings questions and 4 yes/no questions. Some respondents choose not to answer particular questions. 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: This report used a data-collection window of 12 months. KLAS’ 2023 Patient Engagement Ecosystem report, which includes some of the same vendors found here, used a data-collection window of 18 months.