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Worksite Health Services 2018

Worksite Health Services 2018
A First Look at Firms’ Performance

Authored by: Joe VanDeGraaff and Lois Krotz August 16, 2018 | Read Time: 8  minutes

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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.

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About

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Driven by a passion and mission to improve the world’s healthcare, KLAS is a healthcare-focused research firm whose data helps provider, payer, and employer organizations make informed software and services decisions. Powered by insights and experiences discovered in 25,000+ interviews with these organizations each year, KLAS’ work creates transparency in the healthcare market and acts as a catalyst for vendors and services firms to improve their products and services. For more details on KLAS’ research methodology and scope, see the Research Methodology & Scope section below.


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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:


how do employer organizations choose a firm

how do employer organizations choose a firm footnote

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SCOPE


Firm Transparency, Geographical Reach, and Customer Sizing

KLAS’ measurement of a firm’s transparency is a reflection of that firm’s willingness to share client lists and collaborate with KLAS on research topics and scope. These elements aid in KLAS’ efforts to provide insight into the market.


firm transparency and information on site and near site clinics

Customer Usage of Firms’ Worksite Health Services Offerings

Across firms, primary care and health & wellness coaching are the two services employers use most often. Other services, such as imaging or behavioral health, are validated less often; these services may be offered via referrals to outside specialists rather than on-site. KLAS has validated that most firms provide the vast majority of services listed in the chart below. For a detailed view of which services each firm offers, see KLAS’ previous report on worksite health services.


validated health services


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PERFORMANCE INSIGHTS


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


one differentiating factor in the high performing market is scaleability

Premise Health has the market’s largest client base, and though the firm is not unique in being able to serve employer organizations of varying sizes, Premise Health has a notable concentration of very large customers in many different industries. While a few clients would like a more proactive relationship and one expressed frustration with the firm’s billing practices, Premise receives overall positive marks from employers interviewed in this research. Marathon Health’s national presence allows them to serve organizations similar to Premise Health’s, although the firm has a smaller customer base overall.

CareHere’s sweet spot is midsize organizations; customers value the firm’s transparent communication about costs as well as the firm’s subject-matter experts, who create collaborative partnerships by leveraging local resources. One larger interviewed customer feels that CareHere significantly struggled to meet their needs.

performance vs complexity of scope

“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


strategic expertise and innovative tools
employer organizations look to their worksite health services firm for strategic expertise

While customers recognize QuadMed as a major national player with a longstanding presence in the market, they also report multiple issues, including staff turnover and churn among the firm’s leadership. Additionally, four of the nine customers interviewed report issues with the firm’s customer invoicing tools being “difficult” or “not very sophisticated.” These issues, among others, contribute to the fact that some respondents are considering leaving or plan to leave QuadMed. Satisfied customers give QuadMed high marks for the patient care offered at on-site clinics and for the firm’s ability to service multiple clinics for employers that have locations in multiple states.


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


employers who receive high value emphasize not just roi but the health of their employees

Both Activate Healthcare and Marathon Health customers are consistently satisfied overall and report receiving high value, especially related to health outcomes. Reporting the highest overall satisfaction, Activate Healthcare customers praise the firm’s openness, honesty, and proactive approach. Not all interviewed customers have yet achieved a financial ROI (some have been with the firm only a short time), yet those who haven’t feel they are trending toward it, and all feel that the firm helped them start off right. Activate Healthcare has not achieved a national geographical reach.

“We have a huge number of success stories with catching serious conditions early on. I went in for one particular thing, and Activate Healthcare found something completely different. I had absolutely no symptoms. Activate Healthcare got me to a specialist and got me on a medication. Everything went right back to normal, and they are following up. I can’t count the number of times I have heard similar stories. That is what we want. Besides the personal aspects and the human costs, if I had a stroke and lived through it, that would cost the company a fortune. I have lost track of the number of prediabetic cases Activate Healthcare has caught.” —VP of HR

value vs quality of staff

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


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ADDITIONAL FINDINGS


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


A household name in healthcare technology, Cerner is less well known for worksite health services. Their healthcare IT backbone is unique in this space; however, customers don’t yet see it as a dramatic differentiator or driver of value. With many viewing the firm’s overall performance as middle of the road, clients highlight partnership and adaptability as strengths over Cerner’s unique technology. Clinic utilization has fallen short for some customers, but they are optimistic it will improve due to Cerner’s willingness to listen to customers and try new, creative things; this willingness is corroborated by Cerner’s high degree of transparency and collaboration with KLAS in this research.

employers who decide to go with a third party firm for their worksite health services have options

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.


firms considered for worksite health services  excluding the firm actually chosen

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.


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RESEARCH METHODOLOGY & SCOPE


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In this report, KLAS research findings consist primarily of ratings and experiences from actual customers (i.e., employer organizations) who have contracted with a services firm for worksite health services (i.e., on-site/near-site clinics). Various factors contribute to customer experiences, such as services offered, customer needs and expectations, perception of firm’s service delivery, cost, and so forth. While respondents represented in this research have varying titles, KLAS spoke primarily with the HR professionals who engage closely with their organization’s worksite health services firm.

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.

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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. © 2020 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.