Worksite Health Services 2018
A First Look at Firms’ Performance

INTRODUCTION

In the field of worksite health services—here defined by KLAS as employer-sponsored healthcare delivery and prevention services done at or near the employer worksite—options abound when it comes to selecting a firm. How can employer organizations ensure they pick the firm that best meets their needs? Which firms deliver the best worksite health services experience to employer organizations?

Based on feedback from 86 employer organizations, this report goes beyond KLAS’ previous research—“Worksite Health Services 2018: Market Introduction and Vendor Guide,” in which worksite health services firms were identified and a market framework was established—to give deeper insight into why specific firms are chosen and how they perform.

How Do Employer Organizations Choose a Firm?

Employers choosing a worksite health services firm often consider a number of important factors:

SCOPE

PERFORMANCE INSIGHTS

Premise Health Leading Choice for Complex, Large Organizations; CareHere Excels with Midsize Customers

“Premise Health has more resources than other firms, and they are bigger. They also have a more sophisticated methodology for running clinics. . . . They have a lot more experience because they run so many different types of clinics.” —HR Director

QuadMed Customers Disenchanted by Staff & Tool Challenges; Reporting a Stumbling Block for Otherwise Satisfied Vera Customers

All employer organizations—even those that feel their firm’s current technology is good—would like to see improvements, such as more robust slicing-and-dicing functionality and more tailored metrics for their population health, utilization, and cost-reduction efforts. Though otherwise satisfied, some customers of smaller firm Vera Whole Health mention struggles with the scheduling (with one customer specifically singling out the web portal as “basic”), and the firm’s quality program is still evolving, making it hard for customers to obtain quality metrics. Clients do report optimism about future technology development and are impressed with the engagement and communication they receive in their relationship with Vera Whole Health.

Activate’s Hands-On Approach and Marathon’s Standout Culture Drive High Value & Satisfaction

Another high performer, Marathon Health is most often highlighted for having a strong culture and strong values. Also, customers report having a good relationship with the clinical staff members, who are knowledgeable and invested in customers’ employees. Some say the staff knows employees’ names and spends significant time with employees during patient visits.

“Marathon Health’s philosophy stands out. Their philosophy is to coach individuals into better health. . . . It has nothing to do with how many people we can get through the door as quickly as possible, with billing, with claims, or with the number of people we can charge. The philosophy truly does seem to be about relationship building, which tends to have a great impact on sustaining behavioral changes. Those long-term relationships help to keep people from going back and doing whatever unhealthy things they were doing before.” —Director of Financial Systems

ADDITIONAL FINDINGS

Well-Known Cerner Not Well Known in Worksite Health; Paladina Underconsidered?

Paladina is a smaller firm known for a focus on long-term health and wellness (specifically around education and chronic care). Though Paladina is not on many prospective clients’ radars, one manager said that employers “would be crazy not to give Paladina Health a good look.” Customers appreciate the relationship clinic staff have with employees, mentioning attentive physicians, appointments that aren’t rushed, and multiple maintenance-of-care appointments. Employers also highlight reporting and analytics that help them track ROI. Some customers do report that Paladina could be more consistent in the marketing communication they send to employees about the clinic; the current terminology can be confusing at times, and employees receive mixed messages.

Industry Seeks Innovation: OurHealth, One Medical, Crossover Mentioned

While not matching the national presence or consideration of other worksite health services firms, OurHealth is praised by customers for their unique model of shared, multi-employer community clinics. This model enables convenient access for employees and their dependents without the heavy lift of building an on-site clinic. Clients describe OurHealth as flexible and willing to provide a high level of service to meet employers’ needs. Some customers struggle to see a financial ROI and the expected employee engagement.

Though KLAS has not yet validated the customer experiences of employers using Crossover Health and One Medical, these firms come up in KLAS’ research discovery and worksite health learnings. Along with other worksite health firms, Crossover Health is considered by large employers for worksite health services and is generally thought to be innovative and focused on technology-enabled patient experiences. Although One Medical does not yet show up in KLAS’ employer considerations or decisions data, the firm is perhaps differentiated from most others by their focus on the consumer, manifest in their 24/7 telemedicine services. Such services are currently one of the least-often reported worksite health services used by employers.

RESEARCH METHODOLOGY & SCOPE

KLAS data and scores are meant to reflect practical, not statistical, significance. For each firm rated in this report, KLAS had meaningful, candid interviews with at least several, but in most cases 6–12, unique customer organizations. To obtain ratings and feedback on firms, KLAS relies on client lists shared (confidentially) by firms, as well as internal research efforts and industry connections. When a client list is incomplete or firms are resistant to providing client lists, it can be challenging for KLAS to reach the sample sizes required for performance ratings to be published. When the sample size for a particular question is less than 6, the score is marked as Limited Data with an asterisk (*) or other indicator. If the sample size is less than 3, no score is shown.