Premium Reports

DexCare 2025: Improving Patient Scheduling and Optimizing System Capacity

Healthcare organizations often face challenges with unreliable scheduling platforms, high operational costs, and complex integrations with EHRs, hindering efficient patient booking and care access. DexCare aims to address these challenges by providing integrated online scheduling with robust analytics, real-time EHR integration, and cross-selling capabilities to optimize capacity and enhance patient experiences. This report examines customer experiences with DexCare’s solution, assessing its impact on operational efficiency and patient satisfaction within the healthcare technology space.

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KLAS Playbook for Patient-Centric Care 2025:
How to Succeed in Patient-Centricity

Authored by: Adam Cherrington , Spencer Snyder | June 2025 | Read Time: 17 minutes

Amid the rapidly evolving healthcare landscape, organizations need a guide to help them navigate complexity while also keeping patients at the center of their vision. A first-of-its-kind guide, the KLAS Playbook for Patient-Centric Care provides foundational principles and best practices to help align healthcare organizations, HIT vendors, and caregivers on patients’ individual needs, preferences, and lived experiences. The playbook is separated into four strategies: (1) break down barriers to patient-centric care, (2) incorporate personalized patient care, (3) empower patients through improved access, and (4) apply proven strategies for patient-centric care.

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Patient & Consumer Innovation Summit 2025

Authored by: Adam Cherrington , Spencer Snyder | June 2025 | Read Time: 13 minutes

In April 2025, KLAS hosted the fourth Patient and Consumer Innovation (PCI) Summit in Salt Lake City, Utah. This event brought together a diverse group of thought leaders from health systems and healthcare IT (HIT) vendors as well as patient representatives, who are at the heart of this summit. During the event, attendees engaged in meaningful discussions about what it means for healthcare to be patient-centric. This summit overview summarizes insights gathered from pre-summit surveys conducted by KLAS as well as the event’s panels and keynote addresses.

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InterSystems HealthShare for Payers 2025:
Enhancing Healthcare Data Integration with InterSystems

Authored by: Steve VanWagenen , Sidnee Wood | June 2025 | Read Time: 1 minute

Healthcare organizations face significant challenges with efficiency and compliance when integrating and managing patient data from various sources—including different care settings, third-party organizations, and nonclinical social determinates of health. High costs and complexities in developing and maintaining interoperability solutions can also hinder effective data exchange. InterSystems’ HealthShare is a scalable integration platform that health plans and other payer organizations can use for a variety of interoperability use cases, including CMS rules compliance. Built to run seamlessly with InterSystems’ IRIS database, the platform’s core is HealthShare Unified Care Record. This report explores customer experiences with HealthShare, examining its effectiveness and areas for improvement in healthcare data integration.

Note: First Look reports are intended to shed light on the customer experience with solutions not previously rated by KLAS. For three years, KLAS has measured InterSystems HealthShare for Payers only for the CMS solution pack, which is used by a subset of HealthShare customers. This report for the first time shares feedback from a wider array of HealthShare health plan and payer customers.

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Intelliguard Mira Care 2025:
Enhancing Controlled Substance Monitoring Through RFID Technology

Authored by: Jackson Tate , Sidnee Wood | May 2025 | Read Time: 1 minute

Healthcare organizations struggle to efficiently and accurately manage inventory, track controlled substances, and prevent drug diversion. Integrating RFID technology with existing systems often presents technical and cost challenges. Intelliguard’s Mira Care RFID tagging solution addresses these issues by enabling real-time monitoring and streamlined inventory processes, which enhance accuracy and operational efficiency. This report examines the customer experience with Mira Care, highlighting its impact on improving inventory control.

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Ambulatory Ecosystem Veradigm Complete Look 2025

Authored by: Chris Clune , Alex McIntosh | May 2025 | Read Time: 3 minutes

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This Veradigm “complete look” provides a high-level analysis of the key IT components that make up Veradigm’s comprehensive suite. (Other reports in the series do the same for athenahealth, eClinicalWorks, Epic, Greenway Health and NextGen Healthcare.)

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Ambulatory Ecosystem NextGen Healthcare Complete Look 2025

Authored by: Chris Clune , Alex McIntosh | May 2025 | Read Time: 3 minutes

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This NextGen Healthcare “complete look” provides a high-level analysis of the key IT components that make up NextGen Healthcare’s comprehensive suite. (Other reports in the series do the same for athenahealth, eClinicalWorks, Epic, Greenway Health , and Veradigm.)

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Ambulatory Ecosystem Epic Complete Look 2025

Authored by: Chris Clune , Alex McIntosh | May 2025 | Read Time: 3 minutes

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This Epic “complete look” provides a high-level analysis of the key IT components that make up Epic’s comprehensive suite. (Other reports in the series do the same for athenahealth, eClinicalWorks, Greenway Health, NextGen Healthcare, and Veradigm.)

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Ambulatory Ecosystem eClinicalWorks Complete Look 2025

Authored by: Chris Clune , Alex McIntosh | May 2025 | Read Time: 3 minutes

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This eClinicalWorks “complete look” provides a high-level analysis of the key IT components that make up eClinicalWorks’ comprehensive suite. (Other reports in the series do the same for athenahealth, Epic, Greenway Health, NextGen Healthcare, and Veradigm.)

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Ambulatory Ecosystem Greenway Health Complete Look 2025

Authored by: Chris Clune , Alex McIntosh | May 2025 | Read Time: 3 minutes

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This Greenway Health “complete look” provides a high-level analysis of the key IT components that make up Greenway Health’s comprehensive suite. (Other reports in the series do the same for athenahealth, eClinicalWorks, Epic, NextGen Healthcare, and Veradigm.)

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Ambulatory Ecosystem athenahealth Complete Look 2025

Authored by: Chris Clune , Alex McIntosh | May 2025 | Read Time: 3 minutes

When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EHR and PM solutions. This athenahealth “complete look” provides a high-level analysis of the key IT components that make up athenahealth’s comprehensive suite. (Other reports in the series do the same for eClinicalWorks, Epic, Greenway Health NextGen Healthcare , and Veradigm.)

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Points of Light 2025:
Payer & Provider Partnerships Advancing Patient Care & ROI Through Innovative Technologies

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 26 minutes

Strategic partnerships between payer and provider organizations and HIT vendors are transforming administrative efficiency, care quality, and financial outcomes. KLAS’ annual K2 Collaborative Points of Light awards celebrate such partnerships’ successes—or “points of light”—in reducing costs and inefficiencies and improving the patient, provider, and payer experience.

25 partnerships were awarded a 2025 Points of Light award, and their strategies and outcomes are shared in this report to illustrate the art of the possible. To help payer and provider organizations and vendors more effectively collaborate to resolve major points of friction, this Executive Insights section provides a high-level summary of the challenges the award winners tackled, the outcomes they achieved, and the key lessons learned on the journey. The full report provides an in-depth case study of each collaboration.

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Points of Light 2025 Case Study 9:
Improving the Adjudication Process for Inpatient Claims Between Healthcare & Payer Organizations

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

At times, payer organizations need to request charts from hospitals in order to obtain the clinical evidence needed for inpatient diagnosis-related group (DRG) claims processing. This can result in delays in claims decisions and payments, an increased administrative burden, and operational inefficiencies. In this collaboration, Aetna used Epic Payer Platform to connect to health systems; the payer also built a FHIR-enabled data repository to store member clinical data. Together with OSF HealthCare, the parties were able to decrease chart requests and turnaround times for claims reviews, leading to increased efficiencies and quicker payments.

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Points of Light 2025 Case Study 8:
Automating Secure Release of Information for Quality & Risk Adjustment Use Cases

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

The payer organizations in this collaboration were struggling to access patient data in a timely manner to determine risk scores and meet quality measures. Historically, the organizations would send requests for medical records to Healthcare Organization 8 at a certain time of year, which overwhelmed that organization. To mitigate these challenges, the stakeholders collaborated with Moxe Health and Cotiviti to automate the release of information (ROI). This led to a more efficient ROI process and time savings for the payer and healthcare organizations.

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Points of Light 2025 Case Study 7:
Using Epic Payer Platform to Reduce Errors & Manual Data Entry During Patient Registration

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Healthcare Organization 7’s manual patient registration process was time intensive and contributed to insurance errors. To help automate the registration process, Humana and Epic worked with the CARIN Alliance to create programs within Epic Payer Platform that could source coverage information and digital insurance cards. Since implementing these programs, the healthcare organization has been able to access insurance information directly from the payer, leading to reduced registration times.

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Points of Light 2025 Case Study 6:
Streamlining Referrals Through an API-Driven Provider Directory

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

A cumbersome workflow and insufficient data access were preventing Pikeville Medical Center’s clinicians from referring patients to high-quality, in-network specialists. To improve care quality, increase referral efficiency, and comply with CMS regulations, Humana partnered with Epic to create an API-driven provider directory, which they piloted at Pikeville Medical. Outcomes include enhanced referral accuracy, reduced administrative burden, and improved patient engagement and health outcomes.

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Points of Light 2025 Case Study 5:
Using a Strong Value-Based Care Analytics Platform to Improve Patient Engagement & Care

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Praxis Health needed timely patient data to improve their value-based care program and decrease costs. Regence partnered with Cedar Gate Technologies to develop a user-friendly value-based care analytics program for their healthcare partners, including Praxis. All stakeholders prioritized training for the solution. Outcomes include enhanced data sharing, decreased claims-processing lag, and improved provider quality metrics.

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Points of Light 2025 Case Study 4:
Utilizing Near Real-Time Data from Payer HIEs to Identify Qualifying Events & Close Time-Sensitive Care Gaps

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Providing timely post-discharge care to at-risk patients is a national challenge. Due to lags in claims processing, clinicians often struggle to identify recently discharged patients and schedule needed follow-up visits within the limited time frame required by HEDIS. This challenge can result in suboptimal care, costly readmissions, and avoidable acute care episodes. Working with InterSystems’ interoperability tools, Healthfirst—a provider-sponsored health plan—began leveraging clinical data from near real-time HIE feeds to identify members experiencing a qualifying event for a time-sensitive HEDIS measure. The tools then send automated alerts to clinicians so they have sufficient time to schedule follow-up care. Additionally, Healthcare Organizations 4-1 and 4-2 worked with Healthfirst to refine workflows and processes to enable quick action on the alerts. Outcomes include improved performance with targeted HEDIS measures and a reduced administrative burden.

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Points of Light 2025 Case Study 3:
Digitally Transforming the Clinical Review Process Between Payer & Healthcare Organizations

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

The healthcare organization in this case study was manually submitting clinical information for concurrent review to the payer. This inefficient process often prevented the payer from receiving needed information in a timely manner to determine medical necessity. To help automate this process, the stakeholders partnered with Epic to implement Payer Platform at the healthcare organization. By using this solution, the healthcare organization can send needed information to the payer in near real time, helping to reduce the administrative burden and improve patients’ access to care.

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Points of Light 2025 Case Study 25:
Removing Inefficiencies During Prior Authorization Using an AI-Enabled Clinical Reasoning Engine

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Healthcare Organization 25’s prior authorization processes were creating an administrative burden on office staff and delaying patient care. Healthcare Organization 25 began working with Payer Organization 25 to find better solutions. The organizations partnered with HealthHelp, a WNS company, for utilization management and with Anterior for AI. The stakeholders collaborated on an AI-driven prior authorization solution that led to a 99% reduction in the time needed for authorization approvals, a high clinical accuracy rate, and increased savings.

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Points of Light 2025 Case Study 24:
Reducing Administrative Burden & Time to Care Through Touchless Prior Authorization

Authored by: Boyd Stewart , Aurene Wilford , Sidnee Wood | May 2025 | Read Time: 1 minute

Due to a lack of direct integration between Medical Mutual of Ohio’s portal and Ohio State University Wexner Medical Center’s EHR, the prior authorization process was time intensive and manual. Misalignment and mistrust between parties also contributed to difficulties, as automation required mutual collaboration. Rhyme acted as a third-party facilitator between the parties, working with them to develop an automated prior authorization process to reduce unnecessary administrative work. The stakeholders all collaborated to align themselves on goals and outcomes, ultimately leading to cost savings, increased approval rates, and decreased decision turnaround times.

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Points of Light 2025 Case Study 23:
Relieving Financial Pressures & Increasing Member Engagement Using Machine Learning

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Payer Organization 23 wanted to decrease costs and improve clinical care by engaging Medicare-Medicaid Plan (MMP) members who had historically been unengaged in their health. Additionally, the payer needed accurate risk adjustment and CMS metrics in order to receive higher CMS reimbursements. Identifying and prioritizing the right members required time-intensive, manual processes that were difficult for both Payer and Healthcare Organization 23, so they partnered with N1 Health to utilize an AI offering that helped automate the process. The stakeholders identified the members most likely to engage and the methods of care that would be the most effective, using that information to optimize outreach. Ultimately, the stakeholders increased member engagement and CMS reimbursements through adjusted HCC scores.

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Points of Light 2025 Case Study 22:
Improving Payment Efficiency & the Payer-Provider Relationship via a Modern Payment Platform

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

An integrated delivery network, Payer Organization 22 and Healthcare Organization 22 struggled with inefficiencies in their healthcare payments processes. The payer was manually sending portions of payments via paper checks to Healthcare Organization 22 and other organizations, leading to delayed payments, data errors, heightened exposure to fraud, and payer-provider friction. Partnering with Zelis, the payer transformed their payment process by implementing a single electronic payment solution. With this solution, the payer has been able to deliver faster payments at scale—reducing friction, fragmentation, and costs as well as increasing transparency, productivity, and collaboration. The project also led to enhanced operational efficiency and better patient care.

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Points of Light 2025 Case Study 21:
Using EHR-Agnostic Point-of-Care Alerts to Improve Care Gap Closure & Risk Scores

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Healthcare organizations using small or niche EHRs were struggling to receive timely, actionable payer data so that they could deliver quality care and close care gaps. To solve this challenge, Humana partnered with Vim to digitize data exchange and data capture. This partnership resulted in risk adjustment and quality alerts being delivered to clinicians’ point-of-care workflows, enabling them to deliver better care.

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Points of Light 2025 Case Study 20:
Utilizing AI to Automate the Management of Provider Directories, Improving Provider Satisfaction & Patient Access to Care

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Payer organizations are pressured to maintain accurate provider directories for members but struggle to do so with resource-intensive manual processes as well as high volumes of unstructured, unstandardized provider data. Inaccuracies can lead to patient frustration, reduced access to care, and potential CMS penalties and fines. In this collaboration, HiLabs developed a solution with a proprietary large language model (LLM) to automate the maintenance process, and all stakeholders promoted alignment and training to aid adoption. The project led to increased data exchange, more up-to-date provider directories, and increased savings on administrative work.

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Points of Light 2025 Case Study 2:
Implementing Real-Time Data Exchange to Ensure Timely Care

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Healthcare Organization 2 is an in-home health assessment organization that historically used a weekly data exchange process to send member data to Humana. This process led to inefficiencies and ultimately delayed care for the payer’s members. Building on a previously established API, the stakeholders created a FHIR API called Clinical Data Exchange, which enables the healthcare organization to send member data to Humana in real time. Outcomes include improved data accuracy, improved efficiency, and better health outcomes.

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Points of Light 2025 Case Study 19:
Using a Hub-and-Spoke Solution to Enhance Payer-to-Payer Data Exchange

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

In an effort to decrease fragmented patient care and reduce administrative costs, payer organizations are required by CMS to build specific payer-to-payer data-sharing capabilities by 2027. The stringent requirements in this mandate led Centene Corporation and Humana to collaborate and fund a hub-and-spoke architecture developed by Availity for payer-to-payer data exchange. Through this collaboration, stakeholders were able to standardize data exchange between themselves, potentially driving long-term cost savings.

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Points of Light 2025 Case Study 18:
Optimizing Value-Based Care by Delivering Insights at the Point of Care

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Healthcare Organization 18’s process for pulling the data needed to close quality care gaps was inefficient. Their clinicians had to spend a significant amount of time searching for the data, leading to increased burnout. To help combat this, Humana and Veradigm integrated alerts into the healthcare organization’s EHR to improve clinical decision support. This has resulted in reduced clinician burnout and improved patient care.

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Points of Light 2025 Case Study 17:
Closing Care Gaps & Reducing the Administrative Burden Through Improved Data Sharing

Authored by: Boyd Stewart , Aurene Wilford , Sidnee Wood | May 2025 | Read Time: 1 minute

Healthcare organizations often struggle to access insights at the point of care that would enable them to close patients’ care gaps. In this collaboration, Your Health and Humana partnered with athenahealth to address this challenge by implementing athenahealth’s tool for care and diagnosis gaps. Since implementing the tool, the stakeholders have improved the quality of patient care and reduced the administrative burden.

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Points of Light 2025 Case Study 16:
Streamlining Prior Authorization Through Epic Payer Platform eMPA

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Ballad Health was struggling to manage their prior authorization process and didn’t have the ability to invest in technology that would help them. Ensemble and UnitedHealthcare helped the healthcare organization implement Epic’s electronic medical prior authorization tool to streamline the prior authorization process and reduce the administrative burden for both the payer and healthcare organization. Using this tool has led to significant reductions in the time spent processing prior authorizations.

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Points of Light 2025 Case Study 15:
Boosting Provider Engagement & Reducing Administrative Burden Through Streamlined Electronic Reporting Tools

Authored by: Boyd Stewart , Aurene Wilford , Sidnee Wood | May 2025 | Read Time: 1 minute

Kell Medical and Humana were burdened by time-consuming, manual processes for reporting care gaps that hindered provider engagement. The high administrative cost and documentation burden led to poor access to patient information and challenges in maintaining high care quality. Humana collaborated with Availity to develop two reporting tools that would digitize the process and also prioritized provider awareness of the tool and engagement in its use. As a result, provider engagement was substantially increased, and care gaps are able to be closed more efficiently.

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Points of Light 2025 Case Study 14:
Increasing HEDIS Rates with an NLP-Driven Prospective Review Process

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

All stakeholders in this case study wanted to improve the accuracy of HEDIS reporting as well as the HEDIS quality rates for key populations. Astrata worked with Capital District Physicians’ Health Plan (CDPHP) and Community Care Physicians (as well as other healthcare organizations) to build an NLP software that easily extracts needed data from clinical notes, easing the administrative and physician documentation burden. Continual alignment was maintained throughout the process, and as a result, HEDIS quality measures improved and the speed of getting HEDIS reports increased, all while maintaining high report accuracy.

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Points of Light 2025 Case Study 13:
Advancing Health Equity & Clinical Care Through Standardized SDOH Data Exchange

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Stakeholders in this case study needed a standardized approach for exchanging social determinants of health (SDOH) data to improve care coordination and patient outcomes. Epic, Rush University Medical Center, and Humana collaborated to build a data infrastructure that flowed into the clinical workflow at the point of care. This reduced the administrative burden and increased visibility of patients’ social needs, ultimately improving patient care.

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Points of Light 2025 Case Study 12:
Improving CMS Star Ratings Through a Robust Patient Experience Program

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

After changes to the CMS Star program, Elevance Health was struggling to improve their Star Rating related to member experience. They collaborated with Press Ganey to assess the quality of the patient experience at several healthcare organizations—including Providence Clinical Network—and support those organizations in making improvements. The stakeholders were able to increase their rating for the patient/member experience Star metric, leading to improved care quality, increased reimbursements, and increased member retention.

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Points of Light 2025 Case Study 11:
Automating Prior Authorization via a Networked FHIR Service

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

In order to automate data exchange for prior authorization in support of CMS Interoperability and Prior Authorization Final Rule (CMS-0057-F), eHealth Exchange collaborated with several payer and healthcare organizations to create a networked FHIR service, which allows participants to exchange needed information through a single connection. This connection will significantly streamline trusted exchange in alignment with CMS-0057-F.

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Points of Light 2025 Case Study 10:
Streamlining Utilization Management & Prior Authorization with Automated, Real-Time Bidirectional Data Flow

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

Inefficient processes for utilization management led to frustration between Payer Organization 10 and Allegheny Health Network, ultimately resulting in lower patient care quality. These two parties partnered with enGen to create a two-phased plan for making it easier to receive authorizations. Stakeholders worked to remain aligned through the project and prioritized training for clinical staff. This collaboration led to a decreased administrative burden during the prior authorization process and helped Allegheny’s workflows remain compliant.

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Points of Light 2025 Case Study 1:
Leveraging Innovative Technology to Streamline Medication Prior Authorizations

Authored by: Boyd Stewart , Aurene Wilford | May 2025 | Read Time: 1 minute

For certain medications, obtaining prior authorization is a necessary step to ensuring effective, safe treatment for patients. The collaborators in this study recognized that the process for obtaining this authorization was not very efficient, adding manual, time-consuming tasks to physicians’ and staff’s already heavy workload. To improve efficiency, the collaborators created innovative capabilities that helped automate the submission and approval process for select drugs, including diabetic-related GLP-1 drugs. The technology has reduced approval times, denial rates, and physician abandonment rates, resulting in quicker access for patients to needed medication.

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Asia/Oceania PACS 2025:
Dynamic Solutions & Strategic Partnerships Drive Customer Success

Authored by: Steve VanWagenen , Ciera Walker , Jacob Brown | May 2025 | Read Time: 14 minutes

The PACS market in Asia and Oceania is evolving; healthcare organizations are looking for technology that is more robust, especially in Asia, where organizations are wanting to solidify or scale their enterprise imaging strategies. Furthermore, organizations want to work with vendors who can be long-term strategic partners in helping optimize the product. This report—KLAS’ first to share PACS performance data from Asia and Oceania individually—examines satisfaction from customers across 13 countries, specifically looking at relationships, support, breadth of functionality, and each vendor’s ability to meet expectations around product innovation and upgrades.

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Data & Analytics Platforms 2025:
Which Vendors Are Delivering Not Only Tools but Also Outcomes?

Authored by: Benjamin Cassity , Jennifer Hickenlooper , Tyson Blauer | April 2025 | Read Time: 11 minutes

As the amount of data available to healthcare organizations increases, so does the struggle to identify insights that can lead to real change. To address this struggle, healthcare organizations are increasingly relying on data and analytics platforms to synthesize their data and provide actionable insights that can improve operational efficiency, financial performance, and—ultimately—patient health outcomes. This report examines how well data and analytics vendors help customers operationalize insights, what barriers prevent customers from achieving desired outcomes, and whether using more advanced capabilities and data types improves success.

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Healthcare Management Consulting 2025:
Which Firms Are Best Positioned to Address Clients’ Evolving Needs?

Authored by: Warren Whitford , Kevin Huang | April 2025 | Read Time: 17 minutes

As the healthcare industry evolves, healthcare organizations often need strategic help to ensure operational success and better serve patients. Management consulting firms, with their wealth of expertise, are uniquely positioned to fulfill this need. KLAS’ Healthcare Management Consulting 2024 report shared which consulting needs were being prioritized by healthcare leaders. Building on last year’s findings, this report shares (1) the scope and type of validated healthcare management consulting (HMC) services provided by firms and (2) how firms perform—first examining the HMC market overall and then the six individual segments it comprises. The report is intended to help healthcare and payer organizations determine which firms may be best suited to meet their complex needs, with a particular focus on level of expertise, actionable deliverables, and outcomes.

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US Acute Care EHR Market Share 2025:
Strength of Partnership Is Key in Decisions

Authored by: Bradley Hunter , Paul Warburton | April 2025 | Read Time: 9 minutes

Though still high overall, acute care EHR purchase energy slightly cooled in 2024. Across all hospital types and including migrations, 272 hospitals were impacted by an EHR purchase decision, as opposed to 319 in 2023. Health systems continued to drive most of the decisions in 2024. Across all vendors, the level of partnership has emerged as a key differentiator. A vendor’s reputation for listening to customers, taking feedback, and implementing requested changes greatly impacts customer satisfaction—often translating to gains in overall market share. This report examines this trend and others that impacted the US acute care EHR market share, based on purchase decisions made from January 2024–December 2024.

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PACS 2025:
Consistent Support & Ongoing Product Development Are Key to Customer Success

Authored by: Monique Rasband , Ciera Walker | April 2025 | Read Time: 7 minutes

Healthcare organizations anticipate many technology changes in the PACS market, with AI and cloud platforms being top of mind. As PACS vendors work to deliver innovations, they still need to provide strong performance so organizations can deliver quality care and meet patients’ needs. In this market, two key areas impact customer success: (1) a vendor’s responsive support and proactive guidance and (2) the pace and quality of product development. Focused on traditional PACS models (front-end diagnostic viewer and a back-end archive), this report examines how well vendors meet customer needs in these areas. Performance data is broken out by two image volume groups: less than 300,000 studies per year and over 300,000 studies per year.

Note: PACS solutions are just one piece of wider healthcare imaging strategies. For more information on imaging software, see KLAS’ Enterprise Imaging 2024 and Cardiology 2025 reports.

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AmplifyMD Virtual Care Platform 2025:
Enhancing Telemedicine Delivery Through Integrated Clinical and Technology Solutions

Authored by: Trey Dye , Sidnee Wood | April 2025 | Read Time: 1 minute

The healthcare industry struggles with fragmented telemedicine solutions that complicate seamless clinical and technological operations, hindering the efficient delivery of acute and emergent care. Also, integrating telemedicine platforms with existing EHRs poses significant technical challenges. AmplifyMD aims to address these issues by providing a unified clinical and technology platform, promising robust integration and comprehensive support. This report examines the experience of healthcare organization using AmplifyMD’s platform to evaluate the impact on healthcare delivery.

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Ambulatory Core Solutions Mindshare 2025:
Which Vendors Are Top of Mind for Ambulatory Practices?

Authored by: Chris Clune , Alex McIntosh | April 2025 | Read Time: 8 minutes

Ambulatory care organizations balance many consideration factors (e.g., functionality, usability, and comprehensiveness) when determining the best core IT solutions for their operational and clinical needs. Based on responses from over 1,200 respondents from 689 organizations, this report—an update to KLAS’ 2024 ambulatory mindshare study—reveals which core solutions vendors are top of mind for ambulatory care organizations as well as what factors they prioritize in decisions. Notably, the number of vendors being considered has expanded significantly since the 2024 report, with more respondents looking to specialty-focused solutions.

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Global HIT Trends 2025:
Interest in AI Rapidly Expanding Across All Regions

Authored by: Everton Santos , Spencer Corbett | April 2025 | Read Time: 11 minutes

Across the globe, ongoing budget and staffing restraints within healthcare organizations often lead to staff burnout. Many are shifting their strategic focus to addressing these issues with technology—specifically AI as it has rapidly evolved in recent years. This is the third annual report on trends in how healthcare organizations around the globe (excluding the US) are using technology to address their needs. To report on the most current trends impacting healthcare IT (HIT) in 2025, KLAS interviewed 174 healthcare organizations in 39 countries and territories about their IT investment priorities, including what they consider most exciting for healthcare, their plans for leveraging the cloud, and their plans for engaging with consulting firms.

Healthcare Cybersecurity Benchmarking Study 2025:
Strengthening Healthcare Cybersecurity Resiliency Through Industry Best Practices & Cybersecurity Frameworks

Authored by: Steve Low , Ciera Walker | April 2025 | Read Time: 8 minutes

The 2024 Change Healthcare cybersecurity breach had detrimental and unprecedented ripple effects across the healthcare industry. The breach alerted many to how interwoven—and often fragile—the connections are between health systems, payers, and third-party vendors. A major disruption at any point in the ecosystem can directly impact care operations, financial stability, and patient safety across the entire industry. To address ongoing and evolving cybersecurity threats, many organizations are adopting and implementing cybersecurity frameworks and best practices, such as the NIST Cybersecurity Framework 2.0 (NIST CSF 2.0), the Healthcare and Public Health Cybersecurity Performance Goals (HPH CPGs), the Health Industry Cybersecurity Practices (HICP), and the NIST AI Risk Management Framework (NIST AI RMF). High coverage of these frameworks and best practices is a strong indicator of an organization’s cybersecurity maturity and preparedness.

Providing an update to previous research, this Healthcare Cybersecurity Benchmarking Study examines organizations’ self-reported coverage within the frameworks and best practices listed above. In particular, it looks at the gaps that persist around third-party risk management and asset management. In addition, key metrics from participating organizations regarding cybersecurity insurance premiums, IT and cybersecurity spending/staffing, and other data was analyzed for correlations. Data in the report comes from 69 healthcare and payer organizations who were surveyed September–December 2024.

Data Analytics Platforms for Payers 2025:
An Initial Look at Validated Capabilities & Customer Experience

Authored by: Bradley Hunter , Jennifer Hickenlooper , Tyson Blauer | April 2025 | Read Time: 9 minutes

Faced with the financial and staffing constraints currently pervasive in healthcare, payer organizations are continually looking to reduce costs and improve outcomes for their members. To do so, many payer organizations are relying on data analytics solutions to provide strong data visibility, which helps them create efficiencies and make more informed decisions. This report is KLAS’ initial look at payer customer experiences with data analytics vendors, including the breadth of adopted capabilities and the key factors impacting satisfaction. The report shares performance data for three of the vendors included in KLAS’ 2024 vendor guide, in which data analytics vendors were asked to self-report their areas of focus. KLAS intends to collect data on additional vendors and include them in future reports (see section on additional vendors at the end of the report).

Acorn Credentialing Solutions 2025:
Streamlining Provider Credentialing Through Automated Enrollment

Authored by: Niel Oscarson , Maddie Calder | April 2025 | Read Time: 1 minute

Provider credentialing and enrollment are often hindered by manual processes, leading to inefficiencies, delays, and errors. Acorn helps address these challenges by automating these processes, offering dashboards for status tracking, and importing provider data to streamline workflows. This report examines customer experiences and satisfaction with Acorn’s solution.

Healthcare AI 2025:
Are You Keeping Pace with Industry Adoption?

Authored by: Benjamin Cassity , Jennifer Hickenlooper , Tyson Blauer | April 2025 | Read Time: 8 minutes

Due to its rapid evolution and potential positive outcomes, AI is featured in the majority of current conversations around healthcare and is being integrated into many healthcare solutions. As healthcare organizations balance financial constraints and workforce limitations, they often want to know what their peers are doing with AI and whether they are keeping pace. To provide clarity into the AI landscape and to help organizations benchmark their adoption levels, this report provides insights from 256 respondents interviewed in January 2025 about their current adoption of and future investment plans for AI.

ICU Medical Plum Duo 2025:
Enhancing Infusion Accuracy & Efficiency Through Pump Cassette & Cloud-Based Technology

Authored by: Jackson Tate , Sidnee Wood | April 2025 | Read Time: 1 minute

When it comes to infusion pumps, healthcare organizations grapple with medication delivery accuracy, safety issues, and system integration, leading to potential errors and inefficiencies. Built off the foundation of ICU Medical’s Plum 360, the Plum Duo (LVP) is intended to address these challenges through cassette-based technology, cloud-enabled updates, and advanced safety features, ensuring precise dosing and streamlined workflows. This report examines customer experiences with the Plum Duo, assessing its effectiveness and impact on the healthcare infusion pump market.

Middle East Summit 2025:
Advancing Healthcare Excellence Through IT

Authored by: Everton Santos , Jonathan Christensen | March 2025 | Read Time: 11 minutes

In January 2025, KLAS hosted our second Middle East summit, where 101 industry leaders—54 healthcare provider and ministry representatives and 47 vendor/firm/investor attendees—gathered to discuss how to advance healthcare excellence through healthcare IT. The two-day summit featured an awards ceremony for the 2025 Best in KLAS winners for acute care EHR and PACS in the Middle East/Africa as well as for the KLAS Arch Collaborative EHR Experience Pinnacle Award winners. This summit overview draws from ongoing KLAS research, a pre-summit survey, and insights from the summit’s tabletop discussions to share meaningful healthcare IT trends that are occurring in the Middle East.

Lean Business Services Yamamah 2025:
Transforming Population Health Data into Actionable Insights

Authored by: Everton Santos , Maddie Calder | March 2025 | Read Time: 1 minute

As healthcare organizations work to improve value-based care, they are looking to software vendors to help compile comprehensive population health data. Lean Business Services’ Yamamah platform seeks to streamline risk stratification and disease management in Saudi Arabia by providing customers with integrated population health data pulled from multiple sources. This report examines customer experiences with the Yamamah platform.

Forcura IQ 2025:
Streamlined Referral Management with AI Document Solutions

Authored by: Paul Hess , Drew Partridge | March 2025 | Read Time: 1 minute

When managing referrals, healthcare organizations often face process inefficiencies (e.g., duplicate data entry), data inaccuracies, and challenges integrating with other EHRs—this delays admissions and increases administrative burdens. Forcura IQ addresses these issues by automating referral processing, providing AI-driven summaries, and seamlessly integrating with EHRs to streamline workflows and enhance data accuracy. This report examines current customer experiences with Forcura IQ, evaluating its impact on referral management and operational efficiency.

Smart Data Solutions Clearinghouse for Payers 2025:
Streamlining Claims Processing Through Automated Clearinghouse Solutions

Authored by: Dustin Cragun , Sidnee Wood | March 2025 | Read Time: 1 minute

Healthcare organizations struggle with efficient claims management. They face delays, errors, and high administrative costs due to processes that are often labor intensive and prone to errors, leading to delayed payments and compliance challenges for payers. Smart Data Solutions’ clearinghouse for payers automates claims processing, enhances accuracy, and ensures timely distribution while meeting regulatory standards. This report examines customer experiences with Smart Data Solutions’ clearinghouse to assess its effectiveness and impact on healthcare claims processing.

Global Shared Care Records 2025:
Successful HIE Deployments Outside the US

Authored by: Steve VanWagenen , Jonathan Christensen | March 2025 | Read Time: 17 minutes

Across the globe, data sharing is being facilitated across the continuum of care as regional groups (i.e., loose affiliations between neighboring healthcare organizations, formalized regional initiatives, country-wide initiatives) form to support the use of shared care record technology. A shared care record, also known as a health information exchange (HIE), is a system with the primary purpose of enabling information exchange between care organizations and/or social institutions that use various care records. Adoption of this technology varies widely across global regions and is growing thanks to various government or regional initiatives. For this report, KLAS interviewed 22 organizations (representing 14 regional shared care records in 6 countries outside the US) identified by shared care vendors as customers who have successfully used the technology to facilitate patient data exchange. This report looks at both the scale and scope of data exchange across these networks to provide insights into benefits, cost, connected settings, interoperability standards, and best practices. The complete case studies can be found in the full report.

Iodine Software AwareUM 2025:
AI-Powered Technology to Capture Accurate Reimbursement & Enhance Compliance

Authored by: Mac Boyter , Sidnee Wood | March 2025 | Read Time: 1 minute

Healthcare organizations often face challenges with inefficient discharge processes, inaccurate inpatient classifications, and high denial rates, which can hinder revenue and operational efficiency. Iodine Software works to address these issues with their AwareUM solution, which offers predictive analytics, streamlined case reviews, and comprehensive tools to capture inpatient-only procedures and enhance reimbursement rates. This report examines the experiences and satisfaction of AwareUM customers.

Healthcare AI Data Science Solutions 2025:
Which Vendors Are Partnering with Customers to Deepen Adoption & Drive Outcomes?

Authored by: Benjamin Cassity , Jennifer Hickenlooper , Tyson Blauer | March 2025 | Read Time: 6 minutes

Artificial intelligence (AI) capabilities are rapidly evolving, and healthcare organizations are trying not to fall behind in the rush of progress. Many look to their data science vendors—either third party or EHR-specific—for guidance on how to deepen AI adoption and achieve greater outcomes. In this market, vendors do not directly compete, as customers use their solutions in unique ways. Based on feedback from healthcare and payer organizations, this report—an update to KLAS’ Healthcare AI 2024 report—shares how customers are using machine learning (ML) models within their data science solutions, what outcomes they are achieving, and how well their vendors are partnering to help them drive success.

Change Management Executive Forum 2024:
Framework, Structure & Guidance for Effective Change Management in Healthcare Organizations

Authored by: Kaleb Harris , Robbie Bullough | March 2025 | Read Time: 15 minutes

In healthcare, there is both a need and an appetite for standardized guidance on implementing successful change management. Organizations need strong, effective change management to build the foundation required for an organizational change, but that piece is often missing. Recent KLAS data shows that healthcare organizations most often report change management and adoption as the top challenge during an HIT software implementation (see chart below). Still, because it is not adequately understood or prioritized, change management is often one of the first things organizations cut. To help organizations recognize the value of change management and navigate these complex processes, KLAS held a two-day Change Management Executive Forum in November 2024, where nine executives representing some of the leading healthcare management consulting firms collaborated to define change management and build guidelines on how healthcare organizations should effectively and successfully manage enterprise-wide change.

Clarus Care 2025:
Call Management and Transcription Technology for Healthcare Providers

Authored by: Adam Cherrington , Drew Partridge | February 2025 | Read Time: 1 minute

Healthcare providers receive many inbound calls from patients every day, both during and after operating hours. Managing these calls is often a heavy lift for providers, as they need to carefully transcribe the messages, determine their urgency, and contact the correct physicians associated with specific patients. Clarus Care aims to improve efficiency and reduce manual input through their call management solution. This report examines the experiences and satisfaction of interviewed customers using Clarus Care’s call management solution.

Rackspace Technology Epic Hosting Services 2025:
An Early Look at Client Experiences

Authored by: Mike Smith | February 2025 | Read Time: 1 minute

Healthcare organizations face many challenges—including staffing shortages, cost constraints, and security risks—all while trying to keep up with rapidly evolving technology and improve system performance and reliability. Many Epic organizations are choosing to house their software environment off-premises with third-party firms. Aside from Epic, Microsoft Azure, and AWS, Rackspace Technology is hosting Epic for more healthcare organizations than any other third-party firm. This report provides an early look at client experiences with Rackspace's Epic hosting services.

Cardiology 2025:
In a Complex Market, Support & Relationships Are Key to Customer Satisfaction

Authored by: Monique Rasband , Ciera Walker | February 2025 | Read Time: 8 minutes

Because cardiology is a highly complex environment, the effective use of cardiology HIT solutions requires healthcare organizations to proactively manage structured reporting, procedure and equipment changes, and image archiving. Currently, organizations are considering what is next for their cardiology imaging solution, specifically with the cloud and AI, and cardiology is increasingly being considered as part of enterprise imaging. Still, healthcare organizations commonly feel their solution’s development is stale and that structured reporting is challenging. In this complex space, vendor relationships have become a marked differentiator, as organizations highly value support and training from engaged, knowledgeable contacts who can help guide users through the solution’s complexity. To help organizations find which vendors may best meet their needs as well as what elements are most necessary for success, this report examines customer satisfaction with cardiology vendors (especially around their support and training), customers’ future plans with their cardiology solutions, and the adoption of structured reporting. Additionally, an update on customer satisfaction with hemodynamics solutions is provided.

Note: Respondent organizations may be using multiple cardiology solutions and/or a hemodynamics solution; not all respondents could share feedback on each module or on their hemodynamics solution.

India EMR 2025:
An Initial Look at Adoption in a Rapidly Evolving Market

Authored by: Steve VanWagenen , Jonathan Christensen , Spencer Corbett | February 2025 | Read Time: 10 minutes

Although hospital information management systems have been widely used in India for years, EMRs have gained momentum and seen more widespread adoption over the last several years. This is partly due to the Ayushman Bharat Digital Mission (ABDM), which launched in 2021 to enhance the digital health ecosystem in India, and the new EMR certification program from the National Accreditation Board for Hospitals and Healthcare Providers (NABH). To highlight what is happening with EMRs in India, KLAS partnered with CHIME India to survey 70 individuals representing 55 organisations. This report—KLAS’ first to focus on India—shares what proportion of organisations have adopted EMRs (homegrown versus commercial), how deeply the EMRs are being adopted, how satisfied organisations are with their EMR and whether they plan to keep using their current solution. Respondents also shared advice for peers who are looking to select an EMR.

eInsights Eligibility Integrity 2025:
Insurance Discovery Technology to Maximize Revenue

Authored by: Dustin Cragun , Sidnee Wood | February 2025 | Read Time: 1 minute

As healthcare organizations look to reduce administrative burdens and improve collections, many are turning to insurance discovery technology, which enables them to search for and identify coverage for which patients are eligible. This report offers an in-depth look at customer experiences with eInsights Eligibility Integrity—a solution that helps discover unknown patient insurance, highlights demographics discrepancies, and provides accurate billing information.

2025 Best in KLAS Awards - Software and Services

Authored by: Adam Gale | February 2025 | Read Time: 11 minutes

The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2025.

2025 Best in KLAS Awards - Global Software

Authored by: Sam Eaquinto | February 2025 | Read Time: 2 minutes

The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. Global awards are given in the following software market segments: (1) acute care EHR, (2) digital pathology, (3) PACS, (4) shared care records/HIE, and (5) virtual conferencing platforms.

Ambient Speech 2025:
Examining Vendor Differentiators in a Rapidly Evolving Market

Authored by: Mac Boyter , Braden Taylor | February 2025 | Read Time: 9 minutes

Over the past year, the adoption of ambient speech technology—solutions that use healthcare-specific language models to capture patient-provider encounters and contextualize them into structured notes—has surged exponentially (see below). Additionally, this technology has rapidly evolved in recent months, further enhancing provider documentation and even expanding beyond note creation. More and more, healthcare leaders are looking to ambient speech solutions to improve clinician satisfaction, documentation quality, and efficiency. This report—KLAS’ first to compare vendor performance in this high-performing space—examines how well vendors drive customer satisfaction and facilitate EHR integration; market insights around adoption and outcomes are also shared.

Drug Diversion Monitoring 2025:
Which Vendors Are Most Effectively Detecting Drug Diversion?

Authored by: Jackson Tate , Lance Merrell , Maddie Calder | February 2025 | Read Time: 6 minutes

Surveyed healthcare organizations suspect that instances of drug diversion occur far more frequently than they are caught. Drug diversion monitoring solutions are vital for combating this issue, and although previous KLAS research indicates that recent AI developments show promise in enhancing detection and prevention, organizations are raising their expectations. They want solutions that integrate better, handle more-complex data sets, and identify diversion more frequently—especially across multiple departments. Still, secondary outcomes (see chart below) are making these solutions worthwhile in the short term as vendors work to meet organizations’ expectations. To understand the current state of the drug diversion monitoring market, this report examines vendor performance, the impact solutions have on drug diversion detection, and the secondary outcomes customers are realizing with their solutions.

EHR Revenue Cycle Optimization 2025:
In a High-Performing Market, Which Firms Best Meet Client Needs?

Authored by: Greg Hughes , Kevin Huang | February 2025 | Read Time: 11 minutes

Challenged by tight margins, healthcare organizations are seeking to increase revenue by optimizing the EHR, and EHR revenue cycle optimization (RCO) firms can help organizations do this by streamlining EHR workflows and other tools, reducing software errors, and improving communication between departments. In this market, all measured firms deliver successful projects, leading to high client satisfaction across the board. To help organizations determine which firm is right for them, this report—KLAS’ first to exclusively examine RCO services^†—looks at firms within the context of their EHR expertise, typical RCO work, and ability to find high-value areas to optimize.

† KLAS previously measured and reported on revenue cycle optimization services within the broader IT advisory services segment. Going forward, KLAS defines RCO projects as those that focus on optimizing the EHR; these projects do not include broader revenue cycle transformation work.

FTI Consulting Healthcare Managed Services—Extended Business Office 2025:
Providing A/R Resolution & Closing Workflow Gaps with Healthcare Managed Services

Authored by: Warren Whitford , Maddie Calder | January 2025 | Read Time: 1 minute

As healthcare organizations face shrinking margins, payer challenges, and tighter staffing budgets, they increasingly look to services firms to help increase payment collections. FTI Consulting acts as an extension of their clients’ revenue cycle teams to provide RCM services that augment their operations. This report dives into client experiences with FTI Consulting as they work to increase collections and identify and address systemic issues that can lead to shrinking margins.

HCE en América Latina 2024:
Una Mirada a la Participación de Mercado y el Desempeño de los Proveedores

Authored by: Eder Lagemann , Jonathan Christensen , Spencer Corbett | January 2025 | Read Time: 11 minutes

La compra de historia clínica electrónica (HCE) en América Latina ha mostrado fluctuaciones en los últimos años. Al inicio de la pandemia, disminuyó significativamente, pero en 2023 experimentó un aumento notable: el número total de camas de cuidados agudos impactadas por una decisión de compra de HCE fue más del 62 % mayor que en 2021. Este informe proporciona una actualización sobre qué proveedores están ganando participación de mercado y cuáles están satisfaciendo mejor las necesidades de los clientes. En total, se recopilaron datos de participación de mercado y comentarios de satisfacción del cliente de 97 encuestados, que representan 75 organizaciones distintas en 12 países y territorios. En este informe, primero se examinan los datos de participación de mercado para América Latina, seguidos por los datos de satisfacción del cliente (en caso de estar disponibles) en Brasil y en otros países de la región, colectivamente referidos como "otros países de América Latina y el Caribe".

HIT Core Clinical Implementation Leadership 2025:
Which Firms Are Effective Implementation Partners?

Authored by: Kaleb Harris , Sam Eaquinto | January 2025 | Read Time: 6 minutes

In recent years, many healthcare organizations have changed EHRs as they have switched systems, gone through mergers and acquisitions, or sought to consolidate to a single EHR platform. Amid these transitions, organizations have turned to services firms that help lead EHR implementation projects. These firms play a crucial role, as EHR implementations are high-stakes investments that, according to organizations, often fail to hit the mark (see KLAS’ recently published EHR Implementations 2025 report). To identify which services firms are driving successful implementations for their clients, KLAS interviewed 88 respondents representing 74 unique organizations and asked them to share how effectively their firm collaborates to ensure a smooth implementation.

PEP América Latina 2024:
Uma Visão Sobre Participação de Mercado e Desempenho dos Fornecedores

Authored by: Eder Lagemann , Jonathan Christensen , Spencer Corbett | January 2025 | Read Time: 11 minutes

O investimento em prontuário eletrônico do paciente (PEP) na América Latina tem oscilado nos últimos anos, inicialmente diminuindo no início da pandemia antes de aumentar em 2023, quando o número total de leitos de internação impactados por uma decisão de compra do PEP foi 62% a mais do que em 2021. Este relatório fornece uma atualização sobre quais fornecedores estão ganhando participação de mercado e quais estão atendendo melhor às necessidades dos clientes. No total, os dados de participação de mercado e o feedback de satisfação do cliente foram coletados dentre 97 entrevistados, representando 75 organizações distintas em 12 países e territórios. Neste relatório, os dados de participação de mercado para a América Latina são examinados primeiro, seguidos pelos dados de satisfação do cliente (quando disponíveis) no Brasil e em outros países da região, coletivamente chamados de ‘outros países da América Latina e Caribe.’

Onpoint Healthcare Partners Iris End-to-End Provider Platform 2025:
Improving Provider and Care Team Productivity Through Suite of Efficiency Modules

Authored by: Mac Boyter , Braden Taylor | January 2025 | Read Time: 1 minute

Balancing provider and care team productivity and well-being continues to be front of mind for healthcare organizations, especially with the emergence of generative AI tools. To help with clinician efficiency and satisfaction, Onpoint Healthcare Partners offers the Iris suite of tools to help providers with their work, including pre-visit prep, ambient note creation, and post-visit tasks (e.g., coding, referrals). This report validates the use of specific modules and examines customer satisfaction with the Iris solutions.

Validic 2025:
Comprehensive Virtual Care and Reduced Hospital Admissions Through Remote Patient Monitoring

Authored by: Paul Hess , Maddie Calder | January 2025 | Read Time: 1 minute

As healthcare reimbursements trend toward value-based care, clinicians are increasingly adopting remote patient monitoring (RPM) solutions to improve care outcomes. Validic’s EHR-integrated RPM solution aims to reduce admission rates, improve the maintenance of chronic conditions, and enable early detection by connecting clinicians and patients to a comprehensive library of monitoring devices. This report offers an in-depth look at customer experiences with Validic’s RPM solution.

Government Reimbursement Services 2025:
How Firms’ Offerings Support Cost-Report Preparation & Submission

Authored by: Mollie Hunt , Paul Warburton , Braden Taylor | January 2025 | Read Time: 5 minutes

Healthcare organizations rely on annual Medicaid and Medicare cost reports to monitor healthcare expenses, account for regulatory changes and compliance, and determine the status of reimbursements. When cost reports are late, incomplete, or inaccurate, organizations are at risk of penalties or delayed payments. To reduce the manual lift and prevent inaccuracies when compiling and submitting cost reports, some organizations outsource to firms that offer government reimbursement services and/or technology offerings. These organizations have to determine their ability to utilize self-service tools internally versus outsourcing some or all of the report preparation and submission process. While the three firms measured in this report see generally high client satisfaction, market differentiation is mostly rooted in each firm’s approach to their services and/or technology offerings. This report—KLAS’ first on government reimbursement services—examines client experiences with these firms, including what offerings are being utilized, the quality and timeliness of deliverables, and the ability to optimize reimbursements.

Ntracts Contract Lifecycle Management 2025:
Centralized Contract Management Software with Comprehensive Workflows

Authored by: Ryan Oliver , Drew Partridge | January 2025 | Read Time: 1 minute

Healthcare organizations manage a large number of contracts to ensure smooth daily operations. Due to difficulty organizing, maintaining, and reviewing contracts, the management of these contracts can be time intensive and lead to the inefficient use of resources. Ntracts’ contract lifecycle management (CLM) solution aims to streamline and simplify contract management through robust workflows, automation of manual tasks, and a centralized digital library. This report examines the experiences and satisfaction of customers using the current version of Ntracts’ CLM solution.

DeepScribe Ambient AI 2025:
Enhancing Clinician Experience & Efficiency Through Ambient Speech AI

Authored by: Mac Boyter , Braden Taylor | January 2025 | Read Time: 1 minute

The adoption of ambient speech technology continues to accelerate as healthcare organizations aim to make documentation efforts more efficient and improve the clinician experience. From their start in virtual scribing, DeepScribe has since developed a fully automated ambient AI solution that captures clinical encounters and generates real-time structured medical notes in addition to providing other documentation-related capabilities. This report examines the experience and satisfaction of DeepScribe’s larger customers (organizations with 25+ physicians).

Cybersecurity 2025:
Organizations Assessing Their Cybersecurity Posture amid Rising Threats

Authored by: Jaren Day , Ciera Walker | January 2025 | Read Time: 6 minutes

Cybersecurity threats are increasing in frequency and magnitude for all industries, and healthcare is no exception, in part due to the inherent fragility of using interconnected solutions. To combat these rising threats, organizations continue to invest technologically and culturally in robust cybersecurity programs, but amid staffing and budget constraints, they must invest strategically. For this report, KLAS interviewed 70 healthcare organizations about their top cybersecurity priorities and challenges, which vendors and services firms they are turning to, and their outlook on how AI will impact cybersecurity.

Note: While KLAS traditionally measures software and services offerings separately, this report focuses on organizations’ holistic cybersecurity strategies and thus examines software and services together.

Overjet Insurance Intelligence Platform 2024:
An AI Platform for Insurance Annotation & Claims Review

Authored by: Ryan Oliver , Drew Partridge | December 2024 | Read Time: 1 minute

Payer organizations’ ability to process and efficiently review a large number of insurance claims directly impacts their bottom line. The optimization and standardization of this critical process leads to cost and time savings. With connective AI and robust workflows, Overjet aims to increase the speed and volume of claims submission, specifically for dental payer organizations. This report examines the experiences and satisfaction of interviewed customers using Overjet’s Insurance Intelligence Platform.

Virtual Scribing Services 2024:
How Are Firms Providing Value in a Developing Market?

Authored by: Don Seamons , Shawn Howell , Dallin Seely | December 2024 | Read Time: 6 minutes

As provider organizations continue to look for solutions to improve the clinician experience and reduce administrative burden, documentation technology and services remain front of mind. Though much energy is focused on emerging technologies (e.g., AI or ambient speech), many organizations continue to rely on virtual scribing services to ease the process of documentation for providers, ultimately hoping to reduce burnout and retain valuable staff. This report—an update on KLAS’ 2022 research—provides insights into what value customers receive from virtual scribing services and what impact scribe turnover has on overall satisfaction.

KLAS recognizes that other firms not measured in this report (e.g., DeliverHealth, ScribeAmerica) also provide virtual scribing services; some of these firms are moving away from human scribes due to the rise of AI-powered documentation technology. While there is a lot of excitement around AI and ambient speech, provider organizations continue to find value in virtual scribes for certain specialties or due to provider preferences. As a result, virtual scribes will likely continue to have a place in documentation offerings for at least the near future. (See last section in report for more information.)

Revenue Cycle Management Summit 2024:
Thought Leadership Around Mitigating Challenges, Adopting Emerging Technology & Enhancing Cybersecurity

Authored by: Dustin Cragun , Shawn Howell | December 2024 | Read Time: 13 minutes

In October 2024, KLAS hosted its second Revenue Cycle Management Summit, where 117 revenue cycle leaders from healthcare organizations, software vendors, services firms, and investors came together to collaborate on solutions to challenges in the revenue cycle management (RCM) market. Drawing on insights from a pre-summit survey, keynote/panel presentations, and small-group discussions, this paper shares RCM leaders’ approaches to solving today’s challenges, emerging technology that shows promise for RCM, and insights on RCM cybersecurity.

Collette Health Remote Patient Observation 2024:
Improving Patient Safety Through Remote Patient Observation

Authored by: Trey Dye , Drew Partridge | December 2024 | Read Time: 1 minute

As remote video technology continues to develop, staffing shortages and an increased focus on patient safety are leading healthcare providers to look to virtual patient observation solutions. These solutions allow organizations to continuously monitor the safety of multiple patients, thereby reducing staffing burdens and decreasing costs. KLAS first reported on MedSitter, now renamed Collette Health, in July 2023; this report offers a second look at how the customer experience has changed over the last two years.

Social Determinants of Health Summit 2024:
Elements of Successful, Replicable Collaborations on SDOH Initiatives

Authored by: Benjamin Cassity , Andy Paulsen | December 2024 | Read Time: 12 minutes

In October 2024, KLAS hosted the second Social Determinants of Health Summit, where 69 representatives from provider organizations, payers, HIT vendors, and community-based organizations collaborated on how to improve patient access to community resources. While the 2023 summit defined a framework for those building a successful SDOH program (see framework below), this year’s summit built on the framework to understand how provider organizations can create successful programs, what major barriers are hindering patient outcomes, and how different players can collaborate to drive outcomes. Additionally, representatives from successful SDOH collaborations (deemed “Points of Light”) presented their case studies, and three were identified by participants as most positively impactful and given the Wayfinder Recognition. This report (1) summarizes summit insights on what hinders and contributes to successful SDOH initiatives and (2) provides overviews of the three Wayfinder Recognition collaborations.

Clinical Communications 2024:
Which Vendors Best Support Solution Adoption Enterprise-Wide?

Authored by: Paul Hess , Paul Warburton | December 2024 | Read Time: 6 minutes

Healthcare organizations continue to deploy messaging applications and mobile devices in an effort to ensure HIPAA compliance, improve clinician response times, and reduce miscommunications and alert fatigue. However, many organizations have yet to navigate the complex ecosystem of clinical communications solutions, let alone fully embrace these solutions enterprise-wide, despite promised benefits. The level of solution adoption of a vendor’s clinical communications technology enterprise-wide is often determined by (1) the breadth of the vendor’s offerings, (2) the ease of rolling out modules and interfaces, and (3) the vendor’s ongoing support and guidance. Focused on acute care use cases for clinical communications, this report examines vendor performance in these three areas as well as barriers that prevent organizations from achieving greater adoption and standardization.

Note: EHR integration is often considered the most important interface, but this report focuses on integration with key communication modalities. While vendor performance data includes ratings from both acute care and ambulatory care organizations, data on clinical communications use cases comes only from acute care customers, as enterprise-wide adoption of these solutions is most often in the acute care space. Additionally, KLAS did not validate certain solutions (QliqSOFT, Spok, and Stryker Vocera Edge) being used to support enterprise clinical communications; thus, these solutions are not included in the report.

Luma Health 2024:
Part of a Series on Digital Health Deep Adopters

Authored by: Adam Cherrington , Spencer Snyder | December 2024 | Read Time: 10 minutes

To improve the overall patient experience, healthcare organizations continue to reassess their long-term digital health technology plans. In a recent KLAS study, nearly two-thirds of surveyed organizations using patient engagement solutions indicated plans to consolidate their patient engagement technology stack. To accommodate these plans, many vendors are pivoting to offer comprehensive capabilities within a single solution, and as a result, healthcare organizations need transparency into what claims are real and what platforms may best benefit them. The first in a series about digital health deep adopters, this report focuses on Luma Health, who has long been measured by KLAS and whose digital health capabilities are often talked about by responding customers. KLAS spoke to 11 vendor-identified deep adopters of Luma Health’s patient engagement platform to examine (1) vendor performance, (2) validated and needed capabilities, and (3) outcomes realized with the platform.

Value-Based Care Enablement Services 2024:
Services Firm Guide

Authored by: Benjamin Cassity , Andy Paulsen | December 2024 | Read Time: 7 minutes

The transition from a fee-for-service payment model to a value-based care (VBC) and risk-based model can be daunting for provider organizations, especially those that lack the necessary data and resources to realize an ROI on VBC initiatives. Organizations can streamline the transition by joining ACOs managed by VBC enablement firms. With these firms’ services and technology offerings, organizations can aggregate more data, develop care management models, and effectively manage risk-based contracts. This services firm guide is intended to provide a simple starting point for organizations investigating VBC enablement services. All such firms known to KLAS as of October 2024 are included in this guide. In the future, KLAS plans to publish a follow-up report exploring organizations’ adoption of and satisfaction with these firms.

Cencora Medication Tray Solution 2024:
Utilizing RFID Scanning to Track Medication Inventory

Authored by: Jackson Tate , Drew Partridge | December 2024 | Read Time: 1 minute

Maintaining, managing, and restocking medication inventory requires a large amount of manual input and time from healthcare providers. Failing to properly manage inventory can result in safety concerns when medications expire, are recalled, or go missing from a specific kit or tray. Cencora’s medication tray solution aims to improve accuracy while decreasing manual input and simplifying the medication inventory process. This report examines the experiences and satisfaction of interviewed customers using Cencora’s medication tray solution.

iatricSystems DetectRx 2024:
Preventing Drug Diversion Through Automated Monitoring

Authored by: Jaren Day , Maddie Calder | November 2024 | Read Time: 1 minute

Not only are drug diversions costly for healthcare organizations, but they can also put patient and provider safety at risk. iatricSystems’ DetectRx platform was built to reduce drug diversions and protect patients and providers by more efficiently detecting diversions and streamlining investigations. This case study examines the experiences of customers from two unique organizations that are using DetectRx.

Imaging AI 2024:
Multiple Solutions Gaining Traction in a Crowded Market

Authored by: Monique Rasband , Jonathan Christensen | November 2024 | Read Time: 18 minutes

The number of FDA-approved AI solutions for imaging has ballooned to over 300 in recent years, and during that time, adoption of various solution types (AI platforms, operational/reporting AI, and pixel AI) has also increased dramatically. Just over 50% of surveyed organizations are starting to use AI algorithms for at least one imaging use case—a significant jump from 2018, when 17% of interviewed organizations were piloting or live with an AI solution. To understand the prevalence of imaging AI adoption, this report draws from interviews with 206 US-based organizations (about 25% are imaging groups; remainder are health systems) and shares an early look at which solutions are most used and considered in this crowded market. Note that this report doesn’t explore customer satisfaction with AI solutions; KLAS intends to address this in future research.

Note: This report focuses on AI used for diagnostic imaging, workflow triage, and other imaging-specific use cases. It does not cover general AI tools, including those used for ambient speech or voice recognition.

Healthcare Operations Summit 2024:
Workforce Strategies to Move Forward in a Challenging Environment

Authored by: Niel Oscarson , Shawn Howell , Dallin Seely | November 2024 | Read Time: 6 minutes

In September 2024, KLAS hosted the Healthcare Operations Summit in Park City, Utah. During the event, representatives from 17 provider organizations, 15 HIT vendors, 1 investment firm, and 3 sponsors discussed one of the most pervasive challenges affecting the operations of provider organizations: staffing shortages. Summit panels and discussions centered on three key pillars of workforce management: the recruitment, retention, and optimization of healthcare employees. This report summarizes the insights on healthcare operations from a presummit attendee survey and the summit discussions, ultimately highlighting participants’ strategic priorities, challenges, and ideas for potential solutions.

Security & Privacy Consulting/Managed Services 2024:
Amid Challenging Security Landscape, Firms Driving High Client Satisfaction

Authored by: Jaren Day , Ciera Walker | November 2024 | Read Time: 8 minutes

Cybersecurity breaches increasingly threaten healthcare organizations’ finances, operations, patient data, and safety. In order to maintain compliance with patient data regulations, identify threats, and improve ongoing security, organizations continue to turn to security and privacy firms for both consulting and managed services. In these markets, firms tend to perform well and deliver high-quality engagements, most often for security risk and HIPAA privacy assessments. To provide differentiation, this report first examines the breadth of firms’ security and privacy consulting offerings and the types of organizations these firms typically work with; separately, client satisfaction with firms that provide security and privacy managed services is also shared.

Physician Advisory Services 2024:
A Look at Which Firms Are Driving Satisfaction with Strong Execution & Partnership

Authored by: Mollie Hunt , Shawn Howell , Braden Taylor | November 2024 | Read Time: 5 minutes

Provider organizations are required to juggle both regulatory and payer contractual challenges while maintaining high-quality patient care. Physician advisory services firms seek to support organizations in these efforts by ensuring prompt, accurate care decisions; adherence to billing standards; and reduction of clinical denials. This report examines the key elements that drive client satisfaction across the physician advisory services market, including execution when making determinations, the strength of client-firm relationships, and the service lines most viewed as market differentiators.

Digital Health Investment Symposium 2024

Authored by: Justin Long , Kevin Huang | November 2024 | Read Time: 6 minutes

In September 2024, KLAS hosted the eighth annual Digital Health Investment Symposium (DHIS). This strategic retreat was attended by about 200 executive thought leaders and representatives from healthcare organizations, HIT companies, and investment firms—all of whom sought to align and collaborate with each other on important healthcare developments. This overview shares insights from the event’s group discussions as well as from a pre-summit survey KLAS developed in conjunction with healthcare thought leaders. Highlighted are the year’s theme of resiliency in the face of black swan events and insights regarding cybersecurity and AI.

MEDITECH Traverse Exchange (Canada) 2024:
Ensuring Continuity of Care through the Exchange of Secure Health Data

Authored by: Tyson Blauer , Maddie Calder | November 2024 | Read Time: 1 minute

Continuity of care can be difficult for healthcare organizations to provide when patients visit providers from multiple organizations. MEDITECH seeks to address this issue with the Traverse Exchange solution, a cloud-based interoperability solution meant to decrease the administrative burden required to reenter and manually share data. This report offers a detailed view of how MEDITECH’s data exchange network is improving care and alleviating data-sharing burdens for shared patient populations and providers in Canada.

Epic in the Public Cloud 2024:
Are AWS & Microsoft Azure Meeting the Expectations of Early Adopters?

Authored by: Mike Smith , Emily Paxman , Chloe Jensen | November 2024 | Read Time: 7 minutes

Over the past three years, a growing number of healthcare organizations have started using public cloud providers for their Epic workloads due to the promised benefits of a cloud environment. In 2023, KLAS published a report exploring the decision-making process of organizations considering the public cloud for their Epic environment; since then, several organizations have gone live with their Epic cloud environment. As an update to last year’s insights, this report examines the viability of Epic in the cloud—looking at the success and scalability of cloud deployments, the strengths and weaknesses of Amazon Web Services (AWS) and Microsoft Azure, the benefits organizations have achieved, and the areas where third-party support is used to facilitate the cloud journey.

Note: Data for this report was collected from May 2024 to August 2024. At the time of this research, around 30 healthcare organizations in North America were live with Epic workloads in the public cloud; all use either AWS or Microsoft Azure. For this report, KLAS interviewed 18 of those organizations, including 10 clients live with a full Epic production environment.

Jobsity 2024:
Connecting Health Technology Companies with Vetted Software Engineers

Authored by: Ryan Oliver , Maddie Calder | November 2024 | Read Time: 1 minute

As healthcare organizations’ IT needs evolve and require increasing innovation, IT vendors are looking to technology staffing firms to fill gaps and ensure that vendors’ teams are delivering software that meets customer needs. Jobsity seeks to fill these gaps by partnering with IT vendors to understand their needs and match the vendors with high-quality nearshore software developers. This report looks at how Jobsity is meeting clients’ needs.

Rivia Health Payment Engagement Technology 2024:
Increasing Revenue through Payment Collection Automation

Authored by: Mac Boyter , Maddie Calder | November 2024 | Read Time: 1 minute

As pressure surrounding profit margins continues to rise, it has become increasingly important for healthcare organizations to use solutions that increase revenue and reduce the time window for bill collection. Rivia Health seeks to address this need by offering payment engagement technology that allows for automated, effective payment collection. This report offers a detailed look at the customer experience with Rivia Health’s payment engagement technology.

Digital Health Most Wired:
National Trends 2024

Authored by: Emily Paxman | November 2024 | Read Time: 16 minutes

2024 Survey Results Highlight Role of Governance in Effective Technology Use Across High-Priority Digital Domains

The annual CHIME Digital Health Most Wired (DHMW) survey continues to be a leading benchmark for tracking the digital health progress of healthcare organizations (HCOs) across the world. This survey delivers critical insights into digital health trends, offering healthcare leaders benchmarking data and peer comparisons to guide strategic decision-making. Through Level designations (see below), the DHMW program encourages HCOs to adopt and optimally use information technology to advance care delivery and improve patient outcomes.

While largely based on the same questions as the 2023 survey, the 2024 survey yielded different results. Last year’s survey showed that HCOs are using data as an accelerator toward outcomes, and the 2024 survey reveals that HCOs are also focusing on governance for technology decision-making, education, and deployment to ensure data and insights are leveraged effectively. This focus on technology governance and automation is seen in a number of key digital domains, such as infrastructure, cybersecurity, and patient engagement.

Small-Hospital EHR (1–200 Beds) 2024:
Buyer’s Remorse among Recent Decision-Makers

Authored by: Tyson Blauer , Paul Warburton | October 2024 | Read Time: 9 minutes

Small acute care organizations face unique challenges—such as financial constraints and limited internal resources—that impact or even delay their EHR purchase decisions. As a result, according to KLAS’ 2024 acute care EHR market share report (which tracks all hospital EHR wins and losses), 42% of the small independent hospitals (1–200 beds) still use legacy systems. Still, progress is being made: between 2021 and 2023, KLAS validated go-forward EHR decisions made by 184 such hospitals (almost 14% of the market). This report examines how a sample of those organizations are faring with their new EHR, including what their decisions suggest about future buying energy in this space, how much value they have realized, and how their training experience has been.

Note on Report Sample & Methodology: Data for this report comes from three main sources: (1) KLAS Decision Insights data, (2) KLAS market share data, and (3) KLAS performance data. KLAS Decision Insights data includes all EHR purchases from small standalone hospitals (1–200 beds) between August 2022 and August 2024. The rest of the data comes from a subset of small hospitals that have made an EHR purchase decision in the last three years and have been live for at least three months. Of the vendors with recent wins, only Epic, MEDITECH Expanse, Oracle Health, and TruBridge EHR have sufficient performance data to be included.

Ambient Speech 2024:
In a High-Energy Market, EHR Integration Drives Purchasing Decisions

Authored by: Mac Boyter , Ciera Walker , Braden Taylor | October 2024 | Read Time: 6 minutes

With the rapid expansion of generative AI, ambient speech technology has been top of mind for healthcare organizations as they seek increased efficiency, improved note quality, and improved provider well-being. While ambient speech vendors previously had to provide QA specialists to review created notes, generative AI has enabled ambient speech technology to become more fully automated and do more than just transcribe medical notes. Many organizations are currently making or have made ambient speech purchase decisions in the last year; while some are beginning to move past the pilot stage, broad adoption of this technology is not yet common. To help healthcare organizations understand why certain vendors are being considered and selected, this report—KLAS’ first to focus on only ambient speech technology—examines feedback from 80 organizations that are making or have recently made decisions between January 2024 and August 2024. (This report does not represent a comprehensive census or win/loss market share study.)

Underpayment Recovery Services 2024:
Which Firms Drive Value in Both Recovery & Prevention?

Authored by: Mollie Hunt , Alex McIntosh , Shawn Howell | October 2024 | Read Time: 8 minutes

Amid continuing financial pressures to increase revenue with fewer resources, many provider organizations look to firms that can not only recover underpayments but also help improve internal processes to prevent future revenue leakage. Since the 2022 report on underpayment recovery services, KLAS has broken out a denials management services market segment (reported on earlier this year); now, underpayment recovery services include charge capture, transfer DRG, DRG validation, and zero-balance review. Additionally, there have been several acquisitions that have affected the market (i.e., the R1 RCM acquisition of Cloudmed, the FinThrive acquisition of TransUnion Healthcare). This report explores what service lines organizations use firms for, how well firms provide actionable insights, how firms help organizations prevent future revenue leakage, and what factors drive firm selection across the market.

Trusted Health Works 2024:
Reducing Clinician Burnout with a User-Friendly Scheduling Platform

Authored by: Niel Oscarson , Maddie Calder | October 2024 | Read Time: 1 minute

As clinician burnout remains front of mind for those in the healthcare industry, healthcare organizations continue to look for solutions to reduce clinician fatigue and attrition. Trusted Health helps address burnout within healthcare organizations with the Works workforce management platform, providing a customizable and easy-to-use mobile app used for quickly filling open clinician shifts, and its dynamic pricing keeps the solution at a lower cost. This report offers a detailed look at customer experiences with Trusted Health Works.

Ambience Healthcare 2024:
Optimizing Clinical Workflows with Ambient Speech AI Technology

Authored by: Mac Boyter , Braden Taylor | October 2024 | Read Time: 1 minute

Healthcare organizations continue to evaluate ambient speech AI solutions with the goal of improving clinician well-being, increasing operational efficiencies, and enhancing care quality. Ambience Healthcare offers a voice-enabled, fully automated generative AI solution that is used across various care settings to create clinical documentation and assist with workflow tasks such as code suggestions and pre-charting. This report examines early customer experiences and satisfaction with the product.

2024 KLAS Emerging Solutions Top 20

Authored by: Steve Low , Kyle Chilton | October 2024 | Read Time: 45 minutes

New technologies and companies continue to be developed to enhance healthcare, flooding provider organizations with options for technology and services. Amid all the development, vendor partners with significant potential to benefit organizations may be missed. Based on the opinions of 49 industry thought leaders, KLAS’ annual Emerging Solutions Top 20 report seeks to help healthcare organizations identify the new technologies best positioned to impact the Quadruple Aim of Healthcare. This includes (1) ranking emerging solutions by their potential to disrupt the healthcare market and (2) providing insights from participating healthcare leaders into what innovation themes organizations should be aware of as they seek to provide optimal patient care.

Long-Term Care 2024:
In a Financially Challenging Market, How Well Do Vendors Drive Value for Customers?

Authored by: Paul Hess , Paul Warburton | October 2024 | Read Time: 6 minutes

As long-term care (LTC) facilities face decreasing reimbursements, changing CMS requirements, and staff turnover, they need software vendors who can provide valuable functionality and support their financial success. Investment in new technology can be cost prohibitive due to LTC facilities’ tight budgets, leading many to stay with their current EHR vendor; despite this, nearly 60% of interviewed organizations are looking to invest in additional technology from their EHR vendor or a third-party vendor to increase their profitability. An update to KLAS’ 2023 report on LTC technology, this report examines which vendors are best maintaining or improving customers’ sense of value via strong product development and integration quality.

Managed Resources Denials Management Services 2024:
Overturning and Limiting Claims Denials through Education and Market Expertise

Authored by: Mollie Hunt , Drew Partridge | October 2024 | Read Time: 1 minute

For healthcare systems, claims management is a crucial part of realizing revenue, but the complexity of claims and payer-provider relationships often make the process difficult. Managed Resources aims to not only provide consistent claims denial attention and reimbursement but also educate provider organizations on claims to reduce future pain points and denials. This report examines the experiences and satisfaction of Managed Resources clients.

Nabla 2024:
Streamlining Clinical Documentation through Customizable & Intuitive Ambient Speech AI

Authored by: Mac Boyter , Braden Taylor | October 2024 | Read Time: 1 minute

Ambient speech technology continues to be top of mind for healthcare leaders looking to reduce administrative burdens, optimize processes, and—ultimately—help clinicians focus more on patient care. Nabla is a voice-enabled, fully automated generative AI solution that utilizes proprietary large language models to create clinical notes and streamline workflows for various care settings in real time. This report examines customers’ experiences and satisfaction with the product.

Latin America PACS 2024:
A Look at Vendor Performance in an Evolving Market

Authored by: Eder Lagemann , Jonathan Christensen , Chloe Jensen | October 2024 | Read Time: 7 minutes

The PACS market in Latin America is evolving—vendors have expanded or reestablished their customer bases in certain countries, and some healthcare organizations are considering replacing products that aren’t meeting expectations. An update to KLAS’ 2021 research, this report examines vendors’ regional footprint and performance in Latin America. Altogether, customer satisfaction feedback was collected from 127 respondents, representing 95 separate organizations in 12 countries and territories. Insights are examined first for Latin America as a whole, then for Brazil, and then for other countries throughout the region, collectively referred to as “other Latin American countries and the Caribbean.”

Intraprise Health BluePrint Protect 2024:
Reducing Vulnerability by Closing Cybersecurity Gaps

Authored by: Jaren Day , Maddie Calder | October 2024 | Read Time: 1 minute

As cyber attacks against healthcare organizations continue to rise, the need to identify software vulnerabilities and close security gaps has never been greater. BluePrint Protect from Intraprise Health can help address these needs by providing automated security workflows, increased risk visibility, and faster third-party risk assessments. This report examines interviewed customers’ experiences with this solution.

Latin America EHR 2024:
A Look at Market Share & Vendor Performance

Authored by: Eder Lagemann , Jonathan Christensen , Spencer Corbett | October 2024 | Read Time: 9 minutes

EHR purchasing in Latin America has fluctuated over the last few years, initially declining at the onset of the pandemic before rising in 2023, when the total number of acute care beds impacted by an EHR purchase decision was over 62% higher than in 2021. This report provides an update on which vendors are gaining market share and which are best meeting customers’ needs. Altogether, market share data and customer satisfaction feedback were collected from 97 respondents, representing 75 separate organizations in 12 countries and territories. In this report, market share data for Latin America is examined first, followed by customer satisfaction data (when available) in Brazil and in other countries throughout the region, collectively referred to as “other Latin American countries and the Caribbean.”

Hospice 2024:
Faster Innovation Needed to Better Meet Unique Needs

Authored by: Paul Hess , Paul Warburton | October 2024 | Read Time: 8 minutes

Across the market, hospice agencies are frustrated that their HIT vendors aren’t prioritizing hospice care as they should, leading to low customer satisfaction that has continually decreased over time for most vendors. While several vendors have recently tried to address long-standing concerns through acquisitions or further development of their hospice product, most respondents want more to be done to allow for strong hospice care. To aid agencies in finding the best solution for their needs in a low-performing market, this report—an update to the Hospice 2023 report—examines which vendors best provide hospice-specific workflows, meet expectations for innovation and development, and support broad functionality through integration.

SDOH Points of Light 2024:
Recognizing Partnerships That Creatively Address SDOH Needs & Improve Whole-Person Care

Authored by: Benjamin Cassity , Kyle Chilton | October 2024 | Read Time: 14 minutes

An individual’s health is determined by a variety of factors, including socioeconomic factors that aren’t treated or monitored within hospitals and clinics (e.g., housing, food access, language barriers, transportation). When patients struggle with these social determinants of health (SDOH), they are more likely to experience compounding health issues that require longer recovery times, increasing costs for both themselves and the healthcare system. Healthcare organizations, payer organizations, community-based organizations (CBOs), government organizations, and HIT vendors can partner to address communities’ SDOH needs and prevent patient conditions from worsening. KLAS’ SDOH Points of Light recognitions celebrate such partnerships’ successes—or “points of light”—in transforming patient and community care.

13 partnerships were given a 2024 SDOH Points of Light recognition, and their strategies and outcomes are shared in this report to highlight what is possible with deep collaboration. This Executive Insights section provides a high-level summary of the challenges the honorees tackled, the outcomes they achieved, and key lessons learned on the journey (see last page); the full report provides an in-depth case study of each collaboration.

SDOH Points of Light 2024 Case Study 9:
Creating a Community Connection Platform for Idaho Residents

Authored by: Benjamin Cassity , Kyle Chilton | October 2024 | Read Time: 1 minute

During the COVID-19 pandemic, many people in Idaho needed access to community and government resources for the first time in their lives. Although many resources were available, most people didn’t know where to find them, and there wasn’t an efficient way to connect people to resources. In this case study, the collaborators created a user-friendly database of available resources that can be used at the individual and organizational level to address community needs.

SDOH Points of Light 2024 Case Study 8:
Giving Hope to Youth through Mental Health Support

Authored by: Benjamin Cassity , Kyle Chilton | October 2024 | Read Time: 1 minute

Following the onset of the COVID-19 pandemic, feelings of hopelessness (as measured by the CDC) increased significantly among high school students in the United States. In 2021, the CDC reported that more than 40% of students felt persistently sad or hopeless. Due to this increase and the fact that caring for a child with a behavioral health condition is a significant expense for families, the collaborators in this case study created a preventive program that identifies and assists at-risk youth and families with SDOH needs.

SDOH Points of Light 2024 Case Study 7:
Connecting LGBTQ+ Patients with Educated & Affirming Providers

Authored by: Benjamin Cassity , Kyle Chilton | October 2024 | Read Time: 1 minute

When seeking care, patients must consider several factors, such as the accessibility, affordability, and quality of that care. LGBTQ+ patients have an additional consideration—whether the provider will be affirming of their sexual orientation and/or gender identity. Many of these patients avoid receiving care because of negative experiences with providers who weren’t affirming or were inexperienced with LGBTQ+ communities. In this case study, Healthgrades partnered with a CBO to improve healthcare experiences for LGBTQ+ patients by increasing their access to affirming providers.

SDOH Points of Light 2024 Case Study 6:
Deploying a Diabetes Prevention Program

Authored by: Benjamin Cassity , Kyle Chilton | October 2024 | Read Time: 1 minute

More than one-third of adults in the US have prediabetes, but the vast majority are not aware. Identifying these individuals and helping them prevent the development of type 2 diabetes is a challenge, as many of the factors that influence their risk cannot be addressed within the walls of a hospital or clinic. The CDC’s National Diabetes Prevention Program (National DPP) supports a lifestyle change program that can help improve overall health and lower the risk of type 2 diabetes by 58% (71% for adults over age 60). Yet enrolling and referring individuals, scaling and spreading the interventions, and reporting and analyzing program data can be difficult. The collaborators in this case study developed EHR automation to effectively identify patients at risk for developing type 2 diabetes, created bidirectional referral communication, and established mechanisms and pathways to connect patients with interventions.

SDOH Points of Light 2024 Case Study 5:
Communicating with Maternal Health Patients between Appointments to Prevent Delivery-Related Complications

Authored by: Benjamin Cassity , Andy Paulsen | October 2024 | Read Time: 1 minute

In the US, it is common for women to die during or after pregnancy when they are in low-resource settings with limited access to care. There are also other disparities in maternal care. To address these issues, the collaborators in this case study implemented a comprehensive maternal health program that provides personalized care and continuous support for prenatal and postpartum patients. Get Well’s product was used to engage patients via texts and phone calls, and Findhelp’s product was used to connect patients to community resources.

SDOH Points of Light 2024 Case Study 4:
Implementing a Screening & Referral Process for Pediatric Patients

Authored by: Benjamin Cassity , Andy Paulsen | October 2024 | Read Time: 1 minute

When healthcare organizations have a uniform SDOH screening and referral process, they can provide whole-health care equally across different patient demographics. In this case study, the healthcare organization partnered with Innovaccer and Findhelp to roll out a closed-loop SDOH screening and referral process for pediatric patients that connects them and their caregivers with reliable CBOs to improve their long-term health.

SDOH Points of Light 2024 Case Study 3:
Implementing SDOH Surveys without Negatively Impacting Care Delivery

Authored by: Benjamin Cassity , Ciera Walker | October 2024 | Read Time: 1 minute

In this case study, Southern California Permanente Medical Group (SCPMG) and Kaiser Foundation Health Plan/Hospitals (KFHP/H) envisioned a better way to address the total health of more than 4.5 million covered lives. Thus, they created a self-service SDOH survey that helped them identify social health gaps without requiring direct patient interaction with the care delivery system and without adversely impacting clinicians’ care delivery workflows. The collaborators also used their combined clinical and regional insights, IT and financial resources, and operational planning methods to connect patients/members with community resources.

SDOH Points of Light 2024 Case Study 2:
Reducing Readmissions with Effective Interventions

Authored by: Benjamin Cassity , Andy Paulsen | October 2024 | Read Time: 1 minute

Addressing patients’ SDOH needs helps prevent readmissions; however, it can be difficult for organizations to manage treatment plans of high-risk patients and prevent relapses. In this case study, the collaborators worked together to lower readmission rates of complex and high-risk patients. With the help of Epic Compass Rose and a strong care management team, the collaborators achieved their goal by creating holistic treatment plans, referring patients to community programs, and using effective SDOH screenings and interventions.

SDOH Points of Light 2024 Case Study 13:
Forming a Governance Committee to Address Patients’ HRSNs

Authored by: Benjamin Cassity , Andy Paulsen | October 2024 | Read Time: 1 minute

In this case study, the collaborators worked to address health disparities and promote health equity by improving their screening and referral processes. Parkland Health formed a governance committee to develop comprehensive strategies and advocate for resource allocation. PCCI created a platform that relies on data analytics and machine learning to identify and address socioeconomic factors impacting patients’ health, and Epic’s integration helped care teams easily see patients’ social and clinical data. Additionally, thanks to funding from Center for Medicare and Medicaid Innovation (CMS Innovation Center), community health worker (CHW) positions were created. This initiative reduced ED visits and enhanced patient access to community resources.

SDOH Points of Light 2024 Case Study 12:
Reducing Costs by Practicing Whole-Person Care

Authored by: Benjamin Cassity , Paul Warburton | October 2024 | Read Time: 1 minute

Patients with complex care needs are expensive for healthcare organizations to treat; they require more intensive care, and some patients overutilize resources when they are repeatedly readmitted to the hospital. To reduce preventable readmissions, the collaborators in this case study worked together with clinics and community resources to save on costs and align their approach to addressing patients’ social needs. They achieved their goal by using Lightbeam Health Solutions to identify underlying social problems and enhance patient engagement.

SDOH Points of Light 2024 Case Study 11:
Using AI & Community Partners to Enhance Patient Care

Authored by: Benjamin Cassity , Paul Warburton | October 2024 | Read Time: 1 minute

Saint Peter’s University Hospital did not have an established SDOH screening process, making it difficult to track and address patients’ SDOH needs. So they implemented screenings and worked with their vendor partner, Lightbeam Health Solutions, to synthesize patient data and create tailored care plans for high-need patients. This data was then shared with Healthier Middlesex to follow up with the patients and connect them with community resources.

SDOH Points of Light 2024 Case Study 10:
Addressing Social Health Disparities among Medicaid Members

Authored by: Benjamin Cassity , Ciera Walker | October 2024 | Read Time: 1 minute

Elevance Health and Findhelp partnered to offer the Social Drivers of Health Provider Incentive program (SDoHPIP) to help standardize the identification of social health disparities among Medicaid beneficiaries (thus standardizing the process of connecting those beneficiaries to community resources) and to offer financial incentives to both providers and CBOs to ensure they can close the loop on needs identification and resource referrals. Using this program and the Findhelp platform, PM Pediatric Care has been able to use their access to Medicaid beneficiaries to connect children with local community resources to help strengthen their social health.

SDOH Points of Light 2024 Case Study 1:
Identifying SDOH Needs & Connecting Patients with Resources

Authored by: Benjamin Cassity , Kyle Chilton | October 2024 | Read Time: 1 minute

It can be difficult for healthcare organizations to track nonclinical factors that impact patients’ health, and even after factors are identified, significant effort is required to connect a patient with relevant programs and resources. In this case study, the collaborators worked with their vendor partner, Unite Us, to identify available resources in the community, provide referrals, and track which patients take advantage of the provided resources.

Population Health Management 2024:
Sample of Decisions Made by Large Acute Care Organizations Center on a Few Broad Platforms

Authored by: Benjamin Cassity , Paul Warburton , Andy Paulsen | October 2024 | Read Time: 6 minutes

In recent years, purchasing energy in the population health management (PHM) market has cooled among large acute care organizations—only 10% of interviewed organizations report a recent or in-progress PHM purchase decision. This trend is largely the result of healthcare organizations deprioritizing initial investments in new solutions and instead focusing on cost reduction and improved ROI through vendor consolidation, better data access and utilization, and improved functionality that supports value-based initiatives (i.e., care management, whole-person care, downside risk contracts). Physician-led ACOs don’t always face the same challenges as large acute care organizations (the majority of the sample included in this data set), so they may make decisions differently. With fewer decisions being made for acute care organizations, there is greater pressure on vendors to more thoroughly prove their platform’s capabilities during the RFP process. To help healthcare organizations navigate purchasing decisions in this market, this report draws from 40 purchase decisions validated by KLAS between July 2022 and June 2024 to examine (1) which vendors’ customer bases are growing, being maintained, or decreasing amid market shifts and (2) which factors contribute to current buying energy. Satisfaction data from current customers is also included.

Smart Pumps 2024:
Go-Forward Plans Impacted by Recalls & New Technology

Authored by: Jackson Tate , Ciera Walker , Lance Merrell | September 2024 | Read Time: 7 minutes

Energy in the smart pump market is high due to the remediation of the BD Alaris pump after a long ship-hold due to several FDA recalls, updated technology in established pumps, and recent FDA approval of next-generation pump technology from several vendors. As a result, many healthcare organizations are making or planning to make purchase decisions sooner than anticipated. To help organizations navigate this evolving space, this report examines customer satisfaction and future plans with smart pump vendors, what elements are driving purchase plans and customer retention, and which vendors are top of mind for purchase decisions.

Epic Hello World 2024:
Engaging Patients with Epic-Native Interactive SMS

Authored by: Coray Tate , Jacob Brown | September 2024 | Read Time: 1 minute

Many healthcare organizations engage with their patients through text messaging. Third-party SMS systems work well but can lack the efficiency and consolidation of a solution native to the EHR. Epic’s new Hello World solution enables users to send notifications, reminders, and other self-service communications from within the Epic platform directly to patients’ phones as text messages. This report offers a first look at the customer experience with Hello World.

TransformativeMed Core Diabetes 2024 :
Bringing Glycemic Control Management Directly to the EHR

Authored by: Jackson Tate , Jacob Brown | September 2024 | Read Time: 1 minute

In a hospital, it is essential that diabetic patients’ glucose levels and insulin treatments are carefully reviewed and managed. To avoid mistakes and reduce the need for redundant endocrinology work, healthcare organizations can turn to technology such as TransformativeMed’s Core Diabetes solution. This product aims to provide all relevant diabetes-related patient data in a seamless EHR dashboard. This report offers a first look at the experiences of healthcare organizations currently using Core Diabetes.

Risk Adjustment 2024:
Need for Both Retrospective & Prospective Capabilities Remains High

Authored by: Bradley Hunter , Jennifer Hickenlooper | September 2024 | Read Time: 12 minutes

As payers, provider-sponsored health plans, and provider organizations continue to grapple with economic and financial pressures, their need for risk adjustment solutions with both retrospective and prospective capabilities remains high. Solutions that provide a strong ROI and have broad capabilities are top of mind for potential customers, who often want to realize better value and consolidate solutions. To understand what factors are influencing purchase decisions and where organizations are investing, this report examines 52 risk adjustment purchase decisions validated by KLAS between June 2021 and June 2024. Satisfaction data from current customers is also included.

Healthcare IT Spending 2024:
Innovation, Integration, and AI

Authored by: Rebecca Hammond , Emily Paxman , Kevin Huang | September 2024 | Read Time: 1 minute

In their third annual report, Bain & Company and KLAS Research explore the trends impacting the Healthcare IT market.

Global Summit 2024

Authored by: Everton Santos , Jonathan Christensen | September 2024 | Read Time: 12 minutes

In June 2024, KLAS hosted our annual Global Summit on the shores of Lago Maggiore in northern Italy. At this summit, 128 industry executives—including 70 healthcare representatives from 18 countries and 58 healthcare IT (HIT) vendor and consultant attendees—came together to discuss industry trends. Over the two-day conference, these leaders discussed significant barriers that hinder progress in the healthcare industry as well as areas of potential growth and innovation. This summit overview highlights findings from tabletop discussions that explored how the healthcare industry can better navigate challenges related to artificial intelligence (AI), clinician burnout, and customization.

Small Practice Ambulatory EHR/PM (1–10 Physicians) 2024:
How Well Do Vendors Meet Small Practices’ Functionality Needs beyond the EHR & PM?

Authored by: Chris Clune , Alex McIntosh | September 2024 | Read Time: 7 minutes

Ambulatory care is an ever-evolving landscape, and small practices (1–10 physicians) are increasingly seeking more from their core EHR and PM vendors. With limited IT resources, small practices need vendors who invest in their success by offering robust technology and guidance to streamline administrative tasks, enhance efficiency, and—ultimately—improve patient care. For a market where most vendors don’t meet all small practices’ functionality needs, this report delves into (1) common third-party solution types used to fill functionality gaps within core EHR and PM solutions, (2) capabilities that small practices want their core vendors to develop, and (3) overall customer satisfaction with their vendors.

Fathom 2024:
Optimizing Revenue Cycle Operations through Medical Coding AI

Authored by: Mac Boyter , Braden Taylor | September 2024 | Read Time: 1 minute

Autonomous coding solutions continue to be top of mind for healthcare revenue cycle leaders looking to solve coder staffing challenges, gain process efficiencies, and decrease variability in coding quality. Fathom’s AI-driven medical coding system is designed to help streamline coding work by automatically processing charts and sending medical records directly to billing with no human intervention. This report examines the experiences and satisfaction of provider and vendor customers using Fathom.

Patient Education 2024:
An Initial Look at Vendors Who Create & Deliver Patient Education Content

Authored by: Trey Dye , Ciera Walker , Spencer Snyder | September 2024 | Read Time: 7 minutes

Patient education solutions are an increasing focus for healthcare organizations looking to deliver more patient-centric care, as these solutions provide patients with crucial information to help them navigate diagnoses or upcoming procedures. While some organizations produce their own educational content that is then housed in a vendor’s solution (e.g., portal, interactive patient system), the focus of this report is on patient education vendors who create and deliver content to organizations. Generally, healthcare organizations are satisfied as they feel their vendors offer reliable, digestible content and reduce the operational burden, though the use of multiple solutions is common to meet all needs. This report—KLAS’ first focused on patient education solutions—(1) examines customer satisfaction with patient education vendors and their provided content and (2) shares insights into the patient education market.

Beckman Coulter TriageGO 2024:
Improving Triage Accuracy and Throughput with AI

Authored by: Justin Long , Joshua Urry | August 2024 | Read Time: 1 minute

Triage is a crucial process in emergency departments that determines how quickly a patient needs medical attention, greatly impacting patient outcomes and provider efficiency. TriageGO from Beckman Coulter helps automate the historically manual triage process to increase accuracy and throughput via machine learning algorithms. This report validates customers’ experiences with TriageGO.

SocialClimb 2024:
Elevating Healthcare Organizations’ Marketing

Authored by: Adam Cherrington , Jacob Brown | August 2024 | Read Time: 1 minute

Patients often rely on online reviews to find quality healthcare providers. Recognizing this, healthcare organizations want the ability to enhance their online reputation and deliver targeted advertisements. SocialClimb’s marketing platform helps organizations improve their online presence, advertise effectively, and measure the ROI of their marketing efforts. KLAS first reported on SocialClimb in June 2022, and this Second Look report focuses on how the customer experience has changed over the last two years.

Data Archiving 2024:
Examining the Complexity & Content of Archive Deployments

Authored by: Tyson Blauer , Paul Warburton | August 2024 | Read Time: 8 minutes

Amid continuing trends of software consolidation, data archiving solutions enable healthcare organizations to archive and access historical data from retired legacy software. Many organizations are archiving more solutions to reduce costs and the number of data sources they need to access. While data archiving vendors can archive nearly any solution, they do often focus on specific markets and project sizes. To provide greater transparency around which markets these vendors serve and how well they support their customers, this report examines (1) the complexity of archiving projects and (2) vendor performance around implementation, integration, and value.

Complex Claims Services 2024:
In the Wake of Mergers & Acquisitions, How Well Are Firms Delivering Value?

Authored by: Mollie Hunt , Ruirui Sun , Braden Taylor | August 2024 | Read Time: 6 minutes

Healthcare organizations continue to depend on specialized firms to manage their complex claims—specifically, claims for motor vehicle accidents (MVA), out-of-state Medicaid, TRICARE, VA, and workers’ compensation. Notably, several complex claims services firms have recently completed a merger or acquisition, resulting in expanded offerings, deepened expertise, and larger market share. This report looks at client satisfaction in the wake of these mergers and acquisitions, examining how well firms partner with clients and deliver value across different claim types.

340B Management Systems 2024:
Are Vendors Driving Savings in a High-Energy Market?

Authored by: Jackson Tate , Jennifer Hickenlooper , Lance Merrell | August 2024 | Read Time: 7 minutes

A market with consistently high energy, 340B programs remain top of mind for eligible healthcare organizations as they try to drive cost savings for both their organization and their patients. With increasing drug manufacturer restrictions and the possibility of additional legislation down the road, organizations continue to look to their 340B management vendors for tools and expertise to help navigate this space. This report examines customer satisfaction with 340B management vendors by looking at factors such as use by different customer types, customer ability to find savings and get their money’s worth, strength of vendor support, and vendor guidance in managing evolving challenges.

KODE Health On-Demand Coding Services 2024:
Connecting Healthcare Organizations with On-Demand Medical Coders through a Marketplace Platform

Authored by: Mac Boyter , Braden Taylor | August 2024 | Read Time: 1 minute

Amid pressing coding needs, fluctuating volumes, and turbulent staffing challenges, healthcare organizations often look to services firms to manage medical coding. KODE Health’s on-demand coding services provide a flexible marketplace platform that connects healthcare organizations with qualified contract coders on demand. This report explores the satisfaction of a small sample of KODE Health clients.

Optimum Healthcare IT ServiceNow Business Implementation 2024:
Providing Expert Implementations for ServiceNow Healthcare Applications

Authored by: Kaleb Harris , Jacob Brown | August 2024 | Read Time: 1 minute

To ensure the fastest and strongest outcomes from a new software investment, healthcare organizations often turn to professional implementation services firms, such as Optimum Healthcare IT. Optimum works to provide expert, healthcare-specific digital transformation and consulting services, including the implementation of ServiceNow applications. This report examines recent client experiences with Optimum’s ServiceNow business implementation services.

Emerging Insights Recap:
January–June 2024

Authored by: Ryan Oliver , Kyle Chilton | August 2024 | Read Time: 19 minutes

Throughout the year, KLAS publishes a series of single-solution reports that inform the market about new solutions, or solutions newly measured by KLAS, that may help improve the delivery of healthcare. These reports—called Emerging Insights reports—include:

First Looks: Focused on a newer solution from an established vendor or a solution from an established vendor KLAS is measuring for the first time
Emerging Company Spotlights: Focused on solutions from emerging companies
Case Studies: Focused on the experience of one or two customers using a very new solution

The following pages summarize the Emerging Insights reports published between January and June of 2024, covering a range of topics such as ambient speech, patient experience, revenue cycle automation, and global solutions. To learn more about the solutions detailed below, read the full reports on KLAS’ website.

Enterprise Imaging Summit 2024:
Advancing into a New Age of Imaging

Authored by: Monique Rasband , Sidney Tate | August 2024 | Read Time: 16 minutes

In April 2024, KLAS hosted our fifth Enterprise Imaging Summit in Park City, Utah. During the two-day event, enterprise imaging (EI) thought leaders from provider organizations and healthcare IT vendors came together to discuss how to push the frontiers of EI and take advantage of advancing technologies amid industry-wide budget constraints and staff shortages. This report summarizes the key learnings from the discussions and keynote addresses at the summit, presenting best practices on (1) expanding EI strategies, (2) adopting AI for imaging, (3) moving to the cloud, for imaging, and (4) improving provider-vendor relationships to enable faster industry progress.

Artisight Smart Hospital Platform 2024:
Improving Patient Care with an AI-Driven Virtual Care Platform

Authored by: Schafer Jackson , Jacob Brown | July 2024 | Read Time: 1 minute

For healthcare organizations, patient care is becoming more challenging due to staffing shortages and increasing clinician burnout. One way for organizations to maximize their limited clinical resources is to leverage virtual care tools. Artisight seeks to provide a complete tool set with their Smart Hospital Platform, which uses AI-driven insights to help nurses and physicians enhance their efficiency. This report examines the experience of Smart Hospital Platform customers.

RTLS 2024:
How Organizations Are Broadening Their Use Cases

Authored by: Don Seamons , Jennifer Hickenlooper , Dallin Seely | July 2024 | Read Time: 11 minutes

Historically, healthcare organizations have primarily used real-time location system (RTLS) solutions to track assets and equipment. However, with the recent advancements and improved usability of RTLS technology, many organizations are moving beyond established use cases (e.g., asset tracking) to focus on emerging use cases (e.g., hand hygiene tracking) as well. When organizations have several use cases for their RTLS technology, they see a broader set of outcomes and tend to be more satisfied with their solution. This report examines customer experiences with their RTLS vendors and shares case studies from individual organizations leveraging their RTLS technology to achieve critical outcomes.

uPerform 2024:
Improving Clinician Satisfaction through EHR Education & Training

Authored by: Jenna Anderson , Kyle Chilton | July 2024 | Read Time: 1 minute

The KLAS Arch Collaborative has found that proper training is crucial to clinicians having a positive EHR experience, which in turn can be a key factor in their satisfaction and levels of burnout. uPerform partners with health systems to streamline and scale EHR training and supports organizations through implementations, upgrades, and other changes to the EHR. This report explores customer ratings for uPerform across a variety of performance metrics and highlights three customer case studies that provide examples of how uPerform impacts clinician satisfaction with the EHR.

Go-Live Support 2024:
Finding the Right Partner in a High-Performing Market

Authored by: Kaleb Harris , Sam Eaquinto | July 2024 | Read Time: 9 minutes

Over the years, healthcare organizations working with go-live support firms have generally reported high satisfaction—while that trend continues, clients are starting to expect more customized execution rather than a traditional standard consulting approach from their services firm. To help healthcare organizations find the right go-live partner in a historically homogenous market, this report provides an update on client experience and satisfaction and offers insights into the type and size of validated go-live engagements. Additionally, the Firm Insights section shares firm-provided best practices on EHR go-lives.

Medallion 2024:
Streamlining Credentialing, Enrollment & Licensing with One Platform

Authored by: Niel Oscarson , Jacob Brown | July 2024 | Read Time: 1 minute

It can be challenging for healthcare organizations to oversee credentialing, enrollment, and licensing without the proper tools. Medallion’s solution aims to help customers have simpler, faster, and higher-quality credentialing, enrollment, and licensing processes by combining all related tasks in one platform. This report shares the experience of Medallion customers.

Clinician Digital Workflow 2024:
Streamlining EHR Workflows with AI & Other Advanced Technologies

Authored by: Jackson Tate , Jennifer Hickenlooper , Lance Merrell | July 2024 | Read Time: 5 minutes

The EHR holds a plethora of information that helps healthcare organizations provide better, more-informed care, but it takes time for users to find the most relevant data for current patients. As a result, many organizations are turning to clinician digital workflow solutions, which automate and streamline clinical workflows within the EHR—primarily chart reviews, documentation, and care team coordination. Recent advancements in AI and other technology have resulted in further traction of these solutions, as organizations believe the advancements have the potential to enhance clinicians’ EHR experience. This report—KLAS’ first to focus on clinician digital workflow solutions—examines vendor performance, the solution capabilities being used, and the impact of advanced technologies on interviewed customers.

Note: Overall, interviewed customers in this market are satisfied, but since this is a developing market, the customer bases for measured solutions are fairly small. KLAS will continue to monitor customer experiences as new vendor solutions are adopted by the market.

K2 Collaborative Summit 2024:
Improving Healthcare Efficiency by Encouraging Shared Payer/Provider Goals

Authored by: Boyd Stewart , Aurene Wilford | July 2024 | Read Time: 32 minutes

With the aim of facilitating collaboration between payer organizations, healthcare delivery organizations, and technology partners, KLAS hosted the fourth annual K2 Collaborative Payer/Provider Summit in May 2024. Representing 96 different payer, provider, and vendor organizations, the 136 individuals in attendance demonstrated their willingness to connect and engage, improve understanding, and partner to bring to light new ways of solving problems. While such collaboration can be difficult to achieve, KLAS has seen these partnerships yield outcomes that are meaningful to all parties.

Clearwave Patient Revenue Platform 2024:
Boosting Practice Revenue by Improving Patient Engagement

Authored by: Adam Cherrington , Taelin Bryan | July 2024 | Read Time: 1 minute

Clearwave provides a patient revenue platform that aims to create a simpler way for patients to engage with healthcare organizations. Patients want an improved customer experience through self-serve kiosks, digital registration, and online scheduling, while specialty practices and health systems want increased revenue with decreased administrative burden. Clearwave works to meet the needs of both. This report offers a first look at customer experiences with Clearwave Patient Revenue Platform.

UK & Ireland EPR 2024:
A Look into Suppliers’ Broader Portfolios

Authored by: Eder Lagemann , Sidney Tate , Spencer Corbett | July 2024 | Read Time: 13 minutes

Over the last five years, there has been consistent energy around EPR investment and digital transformation in the UK and Ireland—on average, at least six healthcare organisations have made an EPR purchase decision each year. Going forward, activity will likely increase amid integrated care system (ICS) alignment, as over 50 trusts will look to upgrade or deploy their first EPR over the next few years. While going through the complex decision-making process, organisations frequently look for a partner that can provide not only core documentation and ordering functionalities but also additional clinical, administrative and ancillary modules to support their digital transformation. This report includes (1) an overview of the market share and customer satisfaction with EPR suppliers in the UK and Ireland and (2) a look at suppliers’ broader portfolios, diving into the performance and adoption of modules outside of core functionality.

Global (Non-US) EHR Market Share 2024:
Large Regional Decisions Impacted a Broad Number of Hospitals

Authored by: Everton Santos , Jonathan Christensen | July 2024 | Read Time: 15 minutes

Healthcare organizations across the world are continuing to prioritize EHR initiatives; although the total number of EHR purchase decisions finalized in 2023 was slightly below the average of recent years, the number of hospitals impacted by the contracts is at a five-year high thanks to several large regional decisions being finalized. In 2023, KLAS validated 186 EHR purchase decisions impacting 734 hospitals and over 128,000 beds. KLAS validated 28 different EHR vendors selected in 35 different countries and territories. Based on the validated EHR decisions, Europe and Oceania were the most active markets, followed by Latin America and Canada.

SimulConsult 2024:
Augmenting the Clinical Team through Diagnostic Decision Support and Workflow Software

Authored by: Jackson Tate , Taelin Bryan | July 2024 | Read Time: 1 minute

Misdiagnoses have historically been a significant challenge in healthcare. Diagnostic odysseys and inaccuracy negatively impact both patient outcomes and provider organizations. The SimulConsult software was created to address this and is patterned after the way experienced clinicians think about diagnosis. Through diagnostic decision support, a mix of AI and augmented intelligence, and workflow software, SimulConsult aims to augment the clinical team, save time, and improve diagnostic accuracy, thus empowering providers to improve patient care.

Digital Rounding 2024:
How Well Do Solutions Increase Efficiency for Nurses?

Authored by: Trey Dye , Jennifer Hickenlooper , Dallin Seely | June 2024 | Read Time: 6 minutes

As consumerism has increased in the healthcare industry, organizations have used digital rounding solutions to measure and improve patients’ satisfaction during their stays. Although adoption of these solutions slowed during the COVID-19 pandemic, digital rounding is once again gaining momentum as healthcare organizations seek to gain visibility into patient needs and increase the efficiency of nursing workflows. This report examines how well digital rounding vendors provide strong partnership, technology, and training to support outcomes and efficiencies for healthcare customers.

Healthcare Experience Management 2024:
Improving the Healthcare Experience for More than Just Patients

Authored by: Adam Cherrington , Dan Czech , Spencer Snyder | June 2024 | Read Time: 6 minutes

The patient experience improvement market has evolved over the years. Provider organizations initially used standardized, retrospective benchmarking data to improve the patient experience before shifting to customizable tools that collect feedback in real time and aid with service recovery (see KLAS’ Patient Experience Improvement 2021 report). Now, with the rise of healthcare consumerism, organizations want to broaden their reach to improve the experience of other stakeholders in the healthcare ecosystem aside from patients, such as family members/caregivers, employees, clinicians, and even potential consumers and patients. As such, this report—focused more holistically on healthcare experience management^†—examines customer feedback on how well vendors are developing their offerings to improve the experience of all healthcare stakeholders, not just patients.

† KLAS plans to rename our Patient Experience Improvement market segment to Healthcare Experience Management soon after this report’s publication.

Pharmacy Purchasing Optimization Analytics 2024:
An Initial Look at Performance & Capabilities

Authored by: Jackson Tate , Jennifer Hickenlooper , Lance Merrell | June 2024 | Read Time: 6 minutes

Most healthcare organizations have made immense progress in their overall digitization process, and many are now switching their focus to the optimization of their technology and tech-related processes. High-cost areas are especially being scrutinized to see where costs can be reduced and efficiency improved. One historically high-cost area is the pharmacy, and organizations are starting to use purchasing optimization analytics solutions to identify savings in their pharmacy purchasing. This report—KLAS’ first in this space—examines why interviewed customers are generally satisfied with their vendor, to what extent vendors are driving outcomes, and what functionality is being utilized.

Medical Guardian Remote Patient Monitoring Solutions 2024:
Remote Patient Monitoring Hardware and Software Tools for Reduced Readmissions and Efficient Care

Authored by: Schafer Jackson , Jacob Brown , Jacob Mortensen | June 2024 | Read Time: 1 minute

Remote patient monitoring (RPM) solutions seek to address health concerns, treat conditions remotely, and monitor key patient health metrics using a combination of hardware and software tools. Medical Guardian is among the vendors providing RPM tools to reduce readmission rates and bridge the gap between providers and patients. This report examines customer feedback regarding LifeStream by Medical Guardian (formerly Clear Arch Health).

Proscia Concentriq 2024:
Digital Pathology Software Aimed at Overcoming Diagnostic Challenges & Improving Lab Efficiency

Authored by: Eder Lagemann , Kyle Chilton | June 2024 | Read Time: 1 minute

Labs worldwide feel the impact of rising diagnostic burden and a shortage of pathologists. Slow processes and limited access to analog pathology data contribute to this burden. To help ease this burden, Proscia offers Concentriq, an enterprise pathology platform that allows organizations to digitize their labs and adopt AI applications that help deliver more efficient results. This report examines customer experiences with Proscia Concentriq. (Responding organizations are located in the Netherlands, Spain, and the US.)

Time Study 2024:
Streamlining Time Tracking with Minimal Employee Disruption

Authored by: Ryan Oliver , Kyle Chilton | June 2024 | Read Time: 1 minute

Healthcare organizations are required to complete time studies for cost reporting, CMS reimbursements, and other compliance needs. For many, time tracking is a manual process involving spreadsheets and paper, and it can be difficult to achieve the necessary physician participation. Time Study has created a solution to streamline the time-tracking process and increase participation by sending alerts to providers. This report looks at customer experiences with the Time Study platform.

Imaging in the Cloud 2024:
Which Vendors Are Perceived as Ready for the Cloud?

Authored by: Monique Rasband , Sidney Tate | June 2024 | Read Time: 10 minutes

The healthcare imaging market in the US is moving to the cloud—nearly two-thirds of the 228 healthcare organizations surveyed about their cloud road map either are using the cloud for diagnostic image viewing and/or storage or are likely to start using the cloud within the next three years. As organizations transition, it is critical for them to choose a vendor that provides not only a reliable cloud solution but also strategic guidance to ensure a successful migration. Intended to help organizations considering the cloud, this report shares customer perceptions of their vendors’ readiness for the cloud, along with an overview of the state of cloud adoption in the imaging market.

Integrated Care 2024:
How Well Do Behavioral Health Organizations Feel Vendors Support Integrated Care?

Authored by: Tyson Blauer , Paul Warburton | May 2024 | Read Time: 5 minutes

Historically, behavioral health has been treated separately from primary care in the US, though many behavioral health patients have comorbidities that also require primary care. To care for patients more holistically, some behavioral health organizations have recently started to move to an integrated care model, which combines behavioral health and primary care. However, the functionality and reporting needed for behavioral health differs greatly from that of primary care, and organizations are looking for technology to help in their efforts to provide integrated care. This report examines behavioral health organizations’ plans for integrated care, which technologies are viewed as most influential, and vendors’ EHR offerings and performance in this area.

Edgility Platform 2024:
Improving Patient Throughput with AI-Enabled Tools

Authored by: Niel Oscarson , Jacob Mortensen | May 2024 | Read Time: 1 minute

Healthcare organizations’ ability to extract and organize data surrounding capacity management and patient movement is vital to patient care. Through AI-enabled tools and workflows, organizations are beginning to address challenges related to capacity management. The Edgility platform helps organizations gain insights with its unique AI approach. This report takes a look at the satisfaction and outcomes of customers using the Edgility platform.

DrFirst SmartRenewal 2024:
Streamlining the Prescription Renewal Process

Authored by: Paul Hess , Jacob Mortensen | May 2024 | Read Time: 1 minute

Delays and mistakes while transcribing prescription renewals can have devastating consequences for patients and health systems. Organizations are beginning to use automated and AI-enabled tools during the renewal process to safeguard against these risks. SmartRenewal—part of the Fuzion by DrFirst medication management platform—integrates into EHRs and automatically captures and inputs prescription renewal information. This report takes a first look at customer satisfaction and outcomes with the DrFirst solution.

Mirth Connect by NextGen Healthcare (Global) 2024:
Reliably Integrating Data & Reducing Costs

Authored by: Chris Clune , Jacob Mortensen | May 2024 | Read Time: 1 minute

Integration engines help provider organizations manage multiple data sources, including patient and pharmacy information and secure messaging data. Mirth Connect by NextGen Healthcare is an open-source integration engine that serves the global market. This report examines the experiences and key functionality adoption of many existing customers outside the US who are currently using the commercial version of the platform.

Implementation Services for Oracle ERP 2024:
Part of a Series on ERP Implementations

Authored by: Kaleb Harris , Sam Eaquinto | May 2024 | Read Time: 4 minutes

As more provider organizations choose to move forward with cloud-based ERP solutions, it is critical for them to implement the solution without negatively affecting day-to-day business. To avoid challenges during implementation, organizations are partnering with firms that offer implementation leadership and business transformation services. This report examines the client experience of three firms who provide implementation services for Oracle’s ERP suite and what these firms are doing to drive success.

Roche navify Analytics 2024:
Providing Actionable Insights to Improve Laboratory and Point-of-Care Management

Authored by: Everton Santos , Jacob Mortensen | May 2024 | Read Time: 1 minute

Managing data sources and effectively using data are paramount concerns for medical laboratories and point-of-care (POC) services. Ineffective data management increases costs and lowers overall efficiency. Roche’s navify Analytics suite, which consists of unique applications with insights tailored for the different testing disciplines (core, pathology, molecular, and POC), consolidates data and provides both structured and customizable reporting to understand and address complex questions in laboratory and POC management. This report takes a first look at customer experiences with navify Analytics.

CMS Payer Interoperability 2024:
How Are Payers Optimizing the Use of Their Solutions beyond Compliance?

Authored by: Tyson Blauer , Ruirui Sun | May 2024 | Read Time: 11 minutes

With the initial goal of meeting CMS requirements (e.g., CMS-9115-F), payer organizations have invested heavily in interoperability solutions to transform data into the FHIR format and provide APIs for member portals and other data exchanges. Still, industry-wide usage among patients for these types of offerings is low, with very few enrolled members asking payers for their medical information. As a result, payers need to determine how to utilize the solutions in a way that maximizes their value, especially as some payers report higher price tags from vendors for the technology to support more use cases. To help payer organizations navigate this field, this report examines the performance of CMS interoperability vendors as well as what current and future use cases are a priority for payers.

The Garage Bridge 2024:
Population Health Management for Value-Based Care

Authored by: Benjamin Cassity , Jacob Mortensen | May 2024 | Read Time: 1 minute

Healthcare organizations use many different data sources for care information and coordination, and data management is critical in order for organizations to deliver effectively on value-based care contracts. The Garage aims to help organizations on this front with Bridge, a value-based care platform. This report examines the Bridge customer experience.

Social Determinants of Health 2024:
A Look at Vendor-Reported Capabilities

Authored by: Benjamin Cassity , Paul Warburton , Andy Paulsen | May 2024 | Read Time: 7 minutes

Many healthcare organizations are working to proactively address socioeconomic barriers to patients receiving needed healthcare—prompting vendors to roll out technology solutions that can collect and manage social determinants of health (SDOH) data. This report uses KLAS’ Framework for a Successful SDOH Program (introduced in this overview) to compare several SDOH vendors’ offerings and share vendors’ thoughts on how their technology is intended to help organizations achieve their SDOH goals. Note that this report is based on vendor-reported and publicly available information and does not represent any KLAS-validated performance data or other findings. Later in 2024, KLAS intends to publish a report that examines customers’ experiences with their SDOH solutions.

LeanTaaS iQueue for Inpatient Flow 2024:
Optimizing Capacity, Patient Flow, and Staffing

Authored by: Niel Oscarson , Jacob Mortensen | May 2024 | Read Time: 1 minute

Optimizing staffed bed capacity is paramount for provider organizations balancing financial concerns with patient care. Capacity optimization solutions aim to simplify these efforts by combining AI, workflow automation, and transformation services to drive action to decision-makers. This report offers a first look at LeanTaaS iQueue for Inpatient Flow from the perspective of current users.

Virtual Care Platforms 2024:
Broad Use Cases across the Enterprise

Authored by: Schafer Jackson , Ciera Walker | May 2024 | Read Time: 6 minutes

As virtual care has significantly expanded since COVID-19, provider organizations have generally solidified their outpatient virtual care strategies—leaving inpatient virtual care as the piece most impacting purchase decisions and the area with the most potential for innovation. To provide inpatient and/or outpatient virtual care, provider organizations are mainly pursuing three approaches, all of which have pros and cons: (1) homegrown solutions, (2) point solutions, and (3) virtual care platforms with broad capabilities. This report focuses on virtual care platforms, which often allow for outpatient/inpatient vendor consolidation. While many organizations are still using multiple solutions to deliver virtual care, some are moving toward total consolidation and need an enterprise solution that provides the necessary use cases for their organization. This report examines the virtual care platform market by looking at breadth of use cases as well as vendor performance, especially in terms of innovation and delivering on promises.

Points of Light 2024 Case Study 9:
Reducing Administrative Burden by Resolving Overpayment Claims via a Third-Party Partner

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

The payer and provider organizations in this collaboration were struggling with a high volume of correspondence regarding potential overpayment claims, creating an administrative and time burden for both organizations. To resolve this issue, they partnered with TREND Health Partners to review potential overpayments and facilitate communication between the organizations. Outcomes include a reduced administrative burden for the organizations and improved financial performance for the health plan.

Points of Light 2024 Case Study 8:
Streamlining Prior Authorization through Comprehensive, Real-Time Data Exchange

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

The prior authorization process often causes friction between payer and provider organizations due to back-and-forth requests for data. In this case study, enGen worked with the collaborating payer and provider organizations to create a solution for utilization, case, and disease management, thus facilitating better data transparency. Use of this solution led to better turnaround times for prior authorizations and reduced manual tasks.

Points of Light 2024 Case Study 7:
Closing Care Gaps for HEDIS Measures through Natural Language Processing

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Accurate data is needed for HEDIS reporting, but claims data does not always provide payer and provider organizations with a complete picture of patient/member compliance with Medicaid measures. To mitigate this challenge, the stakeholders in this collaboration created a continuous HEDIS review workflow to triage cases and close care gaps. Outcomes include increased efficiency in identifying care gaps, fewer cases that need to be manually reviewed, and better patient/member care.

Points of Light 2024 Case Study 6:
Using API Technology to Automate Managed Care Referral Authorizations

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Authorizing managed care referrals can be a labor-intensive, time-consuming process that burdens provider organizations, health plans, and patients. In this collaboration, the stakeholders worked to combine API technology with robotic process automation to streamline the referral process and provide transparency into the status of referrals. Outcomes include reduced administrative burdens and increased access to care for patients.

Points of Light 2024 Case Study 5:
Automating Release of Information to Support Quality Improvements

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Payer organizations need timely access to accurate clinical data; however, the release of information process can often be cumbersome for provider organizations, causing them to be overwhelmed by payer requests. The stakeholders in this collaboration implemented technology to automate the chart-retrieval process, leading to improved data access for the payer organization and a reduced administrative burden for the provider organizations.

Points of Light 2024 Case Study 4:
Improving Quality Metrics & Outcomes for Medicare Advantage Patients through Real-Time Information

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Lack of timely data can prevent provider organizations from facilitating appropriate care coordination after patients are discharged from a hospital visit. The payer and provider organizations in this collaboration worked together with Bamboo Health to increase visibility into Medicare Advantage (MA) patient data and improve CMS Star Ratings. The outcomes include improved performance with CMS measures, timelier follow-up, and better care coordination.

Points of Light 2024 Case Study 3:
Reducing Costs & Adverse Patient Events by Closing Gaps in Transitions of Care

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

During transitions of care, payer and provider organizations have to manage several moving parts; if clinical data is lost or patient care coordination goes awry, it can negatively impact patient outcomes and the cost of care. In this collaboration, the stakeholders worked together to create a solution that identifies when care transitions are occurring and provides care teams with appropriate clinical information, allowing them to close care gaps.

Points of Light 2024 Case Study 22:
Transforming Medicare & Medicaid Member Engagement through AI-Powered SDOH Risk Prediction & Personalization

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Negative social and environmental factors, such as unsafe housing or food insecurity, can worsen patient health and lead to them overusing the emergency department (ED). In this collaboration, Sentara Health engaged N1 Health to identify social determinants of health (SDOH) for Medicare and Medicaid members and match these individuals with benefits to facilitate better care and promote re-enrollment. The partners also used AI to determine which patients had high risk for housing insecurity so that they could provide housing assistance via a grant-funded program. These efforts lead to reduced ED usage, increased use of preventive services, and higher re-enrollment in Medicare/Medicaid.

Points of Light 2024 Case Study 21:
Leveraging AI-Driven Personalization & Virtual PCPs to Modernize Member Engagement & Risk Stratification Accuracy

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Due to changes in the health plan market, Cigna Healthcare’s membership unexpectedly increased from 350,000 members to 1 million members. In order to ensure appropriate care and reimbursement, the payer organization had to quickly assess, engage, and offer care options to these new members. Cigna worked with MDLIVE and N1 Health to proactively reach out to members with a help-first approach and schedule annual wellness visits for them, ensuring that the members received the right care and that the payer organization was properly reimbursed.

Points of Light 2024 Case Study 20:
Closing HCC Coding Gaps through an Information Retrieval Assistant

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Hierarchical Condition Category (HCC) coding plays an integral role in assessing patients’ risk scores and contributes to quality patient care and appropriate reimbursements. However, provider organizations don’t always have the needed information or training to be able to accurately complete HCC coding and close coding gaps. The stakeholders in this collaboration worked together to seamlessly transfer payer information into clinician workflows, leading to improved data transparency and, ultimately, more accurate coding.

Points of Light 2024 Case Study 2:
Empowering Community Pharmacists to Contribute to Value-Based Care through App & Incentive Program

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

In New York, 80% of Medicare Advantage (MA) members visit their community pharmacy 5–10 times a year, which is more than they visit their primary care physician. Delivering patient insights directly to pharmacy systems can better facilitate positive interactions with patients/members, reduce friction between payer and provider organizations, improve refill outreach, and increase patients’ understanding of their benefits. The vendor and payer organization in this collaboration worked together with local pharmacies to create a solution that connected disparate data and identified care gaps. This solution led to better patient outcomes, greater financial viability for the pharmacies, and improved CAHPS scores.

Points of Light 2024 Case Study 19:
Expanding Care Management for Rising-Risk Populations through Deviceless RPM

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Provider and payer organizations typically have the tools and data needed to identify and provide care management to high-risk patient populations. However, patients with rising risk are harder to identify and provide care to. To improve care management for this group, the stakeholders in this collaboration implemented Lightbeam Health Solutions’ deviceless remote patient monitoring solution. This solution has led to improved health outcomes for high- and rising-risk patients as well as improved patient engagement.

Points of Light 2024 Case Study 18:
Automating Prior Authorizations through Networked FHIR Connections

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Payer and provider organizations need to be able to effectively and efficiently share data throughout the prior authorization approval process, but the complexities of data sharing often create an administrative burden and high costs for organizations. In this collaboration, Healthcare Organization 18 and Regence partnered with eHealth Exchange to facilitate faster, easier data sharing through FHIR technology. The stakeholders aim to process prior authorizations more quickly via a single data exchange workflow that connects the provider organization with all payer organizations.

Points of Light 2024 Case Study 17:
Streamlining Release of Information through Automated Requests

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

The manual efforts required for release of information requests created a large administrative burden for the stakeholders in this collaboration. In an effort to reduce this burden, the stakeholders worked with Epic to bundle and automate requests for clinical data. This collaboration led to faster turnaround times for release of information, a reduction in administrative work, and increased provider satisfaction.

Points of Light 2024 Case Study 16:
Using FHIR Standards to Streamline Prior Authorization Management & Improve Patient Care

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

The manual nature of prior authorizations creates an administrative burden for provider and payer organizations and delays patient access to care. The stakeholders in this collaboration worked to automate the prior authorization process by using Availity to connect the payer and provider solutions, allowing data to be exchanged more seamlessly. This project led to a faster turnaround time for prior authorization approvals, a reduced administrative burden, and improved access to care for patients.

Points of Light 2024 Case Study 15:
Reducing Administrative Burden & Time to Care by Automating Prior Authorization for Inpatient Stays

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

For the provider organization in this collaboration, the process of gaining prior authorization for inpatient stays was labor and time intensive. Additionally, the payer organization often had to deal with incomplete submissions. To address these challenges, the stakeholders worked with Rhyme to streamline the prior authorization process through automatic data sharing. Targeted outcomes include faster decision rates and turnaround times for prior authorizations and a reduced administrative burden for the payer and provider organizations.

Points of Light 2024 Case Study 14:
Easing Administrative & Operational Burdens through Electronic Prior Authorization

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

The complex nature of prior authorizations often delays needed patient care and creates a large administration burden for payer and provider organizations. To mitigate these issues, the stakeholders in this collaboration worked to create an electronic prior authorization process via Epic Payer Platform to automate prior authorization requests, reducing the burden on payer and provider staff and improving patient access to care.

Points of Light 2024 Case Study 13:
Improving the Completeness & Accuracy of Risk Scores for Medicare Advantage Patients through Clinical Data Sharing

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

When Medicare Advantage patients are seen by provider organizations other than their primary care physician (PCP), they may receive diagnoses that their PCP is unaware of. This lack of data transparency can negatively affect patient care, risk adjustment scores, and CMS reimbursements. The payer and provider organizations in this collaboration worked together with Epic to improve patient care and risk adjustment scores through data transparency at the point of care.

Points of Light 2024 Case Study 12:
Using Data-Driven Process Improvement Initiatives to Improve Efficiency & Close Care Gaps for Preventive Screenings

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Preventive screenings for breast cancer, colorectal cancer, and diabetic retinopathy are vital to improving patient health outcomes and reducing costs for payer and provider organizations. Many patients of the provider organization in this study were not receiving or following through with referrals for these necessary preventive screenings, so the provider and payer organizations collaborated with CareAllies to create a better referral workflow. Outcomes include an increased number of referrals, improved patient engagement, and improved Star Ratings.

Points of Light 2024 Case Study 11:
Using EOB Data to Create Complete Clinical Profiles & Close Care Gaps during In-Home Wellness Assessments

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

Socioeconomic factors, from food insecurity to lacking health literacy, can prevent health plan members from being involved in their health and lower the quality of their health outcomes. Additionally, payer and provider organizations are unable to fully care for and support members when they are unaware of the factors impacting members’ wellness. The payer and provider organizations in this collaboration worked together to create data transparency for clinicians, thus improving member engagement and health outcomes as well as compliance with HEDIS measures.

Points of Light 2024 Case Study 10:
Reducing Administrative Burden & Improving Patient Outcomes through Bundled Prior Authorization Approvals

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

A lengthy prior authorization process was delaying needed care for OrthoTennessee patients who had received knee surgery. To resolve this issue, they partnered with Humana and Cohere to bundle prior authorizations together into a single transaction. This reduced the administrative burden on the provider and payer organizations and increased the timeliness of patient care.

Points of Light 2024 Case Study 1:
Improving Prior Authorization Efficiency through Automated, Touchless Data Exchange

Authored by: Boyd Stewart , Aurene Wilford | May 2024 | Read Time: 1 minute

The prior authorization process for the provider and payer organizations in this case study was inefficient and manual due to a lack of integration between the organizations’ data, delaying patient access to advanced imaging services. The collaborators worked with their vendor partner, Rhyme, to connect the provider and payer workflows and share prior authorization data in real time. This automated process has minimized the need for manual touches and decreased the turnaround time for prior authorization approval, enabling patients to more quickly receive needed services.

Employer-Sponsored Healthcare Services 2024:
A Market Impacted by Many Movements

Authored by: Daniel Zeitner , Ruirui Sun , Sam Eaquinto | April 2024 | Read Time: 7 minutes

Employers (private and public) and unions are increasingly experiencing challenges with highly variable healthcare costs and their employees’ ability to access timely, quality care. As a result, many are turning to firms that help provide a wide range of healthcare services directly to employees, either on-site or near-site. Additionally, energy is high in this market due to several recent mergers and acquisitions, which have the potential to drastically shift market share and client experience over time. To help employers and unions navigate this space, this report examines the overall employer-sponsored healthcare services market, including client satisfaction, how acquisitions are changing the market, how firms help clients realize value, and which healthcare services are being offered.

Bionexo 2024:
Supply Chain Optimization and Price Transparency for Reduced Costs

Authored by: Eder Lagemann , Jacob Brown , Jacob Mortensen | April 2024 | Read Time: 1 minute

As healthcare organizations face rising operational costs, they are looking to enterprise resource planning solutions to optimize supply chains and minimize expenses. In the Brazilian market, Bionexo seeks to meet provider needs, be a source of transparency and reliable information, and facilitate customer purchases from suppliers. This report looks at the satisfaction and functionality adoption of Bionexo customers at several Brazilian healthcare organizations.

Customer Relationship Management 2024:
Which Vendors Consistently Partner with Organizations & Deliver Strong Technology?

Authored by: Adam Cherrington , Jennifer Hickenlooper , Jacob Brown | April 2024 | Read Time: 9 minutes

To personalize healthcare and prioritize patient preferences, provider organizations often use customer relationship management (CRM) tools, which can effectively organize and present the details of a patient population. Recently, the CRM market has shifted—vendors have entered the market, sensing the opportunity to address organizations’ growing interest in personalizing care and improving their management of patient data, and some of these newer entrants are now on par with seasoned players. This report examines customers’ experiences with three vendors to see how well they partner with customers and deliver strong technology.

Abridge 2024:
Utilizing Ambient Speech Generative AI to Decrease Documentation Time and Physician Burnout

Authored by: Mac Boyter , Braden Taylor | April 2024 | Read Time: 1 minute

Ambient speech AI technology is top of mind for many healthcare organizations as they seek ways to improve physician efficiencies and well-being. Using machine learning and large language models, Abridge’s voice-enabled, fully automated generative AI solution generates clinical and patient notes in real time. The Abridge product aims to increase trust and impact through code suggestions, multilingual capabilities, and mapping of AI content to audio/transcript evidence. This report explores the experience and satisfaction of Abridge customers, including healthcare leaders and physician users.

Suki Assistant 2024:
Improving Clinician Well-Being and Efficiencies through Ambient Speech AI Technology

Authored by: Mac Boyter , Braden Taylor | April 2024 | Read Time: 1 minute

The recent rise of generative AI in clinical documentation has led many healthcare organizations to look at ambient speech products to decrease non-clinical work and burnout for physicians. Suki leverages machine learning and large language models to power their solution’s voice-enabled, fully automated generative AI. The Suki Assistant solution generates clinical notes in real time and provides capabilities such as audibility features and code suggestions. This report examines the experience and satisfaction of Suki customers, including healthcare leaders and physician users.

Enterprise Imaging 2024:
Vendors and Providers Driving Market Progress

Authored by: Monique Rasband , Sidney Tate | April 2024 | Read Time: 10 minutes

Healthcare organizations are very focused on enterprise imaging (EI) advancement. Two-thirds of the organizations interviewed by KLAS about future EI plans are likely to expand their VNA image storage or extend their universal viewer (UV) to additional service lines in the next two years. Organizations are also increasingly taking advantage of promising new technology like artificial intelligence (AI) and the cloud. Meanwhile, both vendors and healthcare organizations face budget and staffing shortages and rapidly changing market needs. This report (1) examines how vendors stack up in meeting clients’ ever-growing EI needs and (2) shares a broader analysis of progress in the EI market.

Clinical Mobility Shared Smart Devices 2024:
How Well Do Retail & Commercial-Grade Devices Meet Healthcare-Specific Needs?

Authored by: Paul Hess , Paul Warburton | April 2024 | Read Time: 6 minutes

Healthcare organizations are continually expanding their use of smart devices, but their unique needs for durability, healthcare-centric workflows, and low costs can present challenges for both users and the organizations purchasing the devices. While many healthcare organizations opt for BYOD programs in specific departments, several are adopting shared smart device programs. Based on interviews from 80 healthcare organizations using such programs,^† this report examines (1) smart device vendors’ market penetration and ability to meet healthcare needs and (2) customer satisfaction with vendors who have sufficient performance data.

† KLAS specifically asked interviewed organizations about their shared smart device programs. Some respondents may also utilize corporate-issued personal-use devices.

COPE Health Solutions Analytics for Risk Contracting (ARC) 2024:
Analytics & Visualizations to Enable Value-Based Payment Performance Improvement

Authored by: Bradley Hunter , Jacob Mortensen | April 2024 | Read Time: 1 minute

With the rapid rise in value-based care contracts and emphasis on patient population health, healthcare provider organizations are looking for insights into specific populations and metrics to manage outcomes and coordinate care. COPE Health Solutions seeks to meet this need by providing analytics and visualizations of population health data through the Analytics for Risk Contracting (ARC) solution. This report takes a first look at customer satisfaction and key functionality adoption among ARC customers.

iMEDWAY iMedical 2024:
Providing Integrated Tools for Patients & Provider Organizations

Authored by: Steve VanWagenen , Jacob Mortensen | April 2024 | Read Time: 1 minute

China-based iMEDWAY offers a solution called iMedical—an integrated, customizable platform intended to help provider organizations store medical data and coordinate patient care. This report—KLAS’ first to offer insights on iMEDWAY—looks at the satisfaction and key outcomes of customers using iMedical.

Mytonomy Cloud for Healthcare 2024:
Providing Modern Healthcare Education through a Cloud-Based Platform

Authored by: Adam Cherrington , Jacob Brown | April 2024 | Read Time: 1 minute

Two critical components of comprehensive patient care—healthcare education and patient engagement—empower patients to make informed health decisions and better prepare for treatment. Effectively providing education and measuring patients’ usage is essential for healthcare organizations, especially in improving quality, safety, and the patient experience. Mytonomy Cloud for Healthcare is a patient education and engagement platform with original and tailored clinical content that aims to improve patients’ education experience. This report examines feedback from several Mytonomy customers.

Managed IT Services 2024:
Which Firms Are Best Equipped to Fill Help Desk & AMS Needs?

Authored by: Daniel Zeitner , Jonathan Christensen , Kevin Huang | April 2024 | Read Time: 6 minutes

Due to staffing shortages and rising costs, healthcare organizations are increasingly looking to outsourced managed services firms to relieve the burden of hiring and maintaining IT staff—enabling organizations to reallocate and better utilize their in-house resources. This report—the first in a series to focus on managed IT services—examines which firms consistently deliver quality application management services (AMS) and help desk services to healthcare provider and payer organizations; it also shares insights into the managed IT services market, including the pain points driving organizations to adopt and expand use of IT outsourcing. KLAS intends to publish reports on the other two managed IT services verticals later in 2024.

Denials Management Services 2024:
Which Firms Are Helping Overturn & Prevent Denials?

Authored by: Mollie Hunt , Jennifer Hickenlooper , Braden Taylor | March 2024 | Read Time: 6 minutes

Healthcare organizations continue to face challenges with getting reimbursements, due in part to large volumes of complex medical claim denials issued by payer organizations. To access expertise in managing the appeals process, many healthcare organizations are engaging denials management services firms, who utilize multidisciplinary teams (e.g., legal, clinical, coding) to review accounts and submit appeals. This report—KLAS’ first on denials management services—examines which firms consistently deliver strong execution, expected overturn rates, expertise, and partnership in denials prevention.

CareStack PMS (a Straumann Group Partner) 2024:
Providing Operational, Financial & Clinical Tools for Dental Organizations

Authored by: Bradley Hunter , Jacob Mortensen | March 2024 | Read Time: 1 minute

Straumann Group has partnered with CareStack to launch CareStack PMS, a consolidated dental organization management solution that provides the operational, financial, and clinical tools a dental practice needs to succeed. This report presents the feedback of several customers and examines their satisfaction and adoption of key solution functionality.

LogicStream Health Shortage Navigator 2024:
Identifying and Navigating Drug Shortages with a Fully Integrated Solution

Authored by: Jackson Tate , Jacob Brown | March 2024 | Read Time: 1 minute

Drug shortages present problems for healthcare organizations as they endeavor to provide the best care possible. Unless organizations have proper processes in place, significant drug shortages can have cascading negative impacts across the care continuum. LogicStream Health’s Shortage Navigator aims to deliver all the tools providers need to be prepared for medication shortages. This report examines the experiences of several Shortage Navigator customers.

Simple Interact Front Office Automation 2024:
Improving the Front Office Experience for Both Patients and Providers

Authored by: Adam Cherrington , Jacob Brown | March 2024 | Read Time: 1 minute

Many patients’ healthcare experiences begin with an interaction in the front office. Therefore, a streamlined front office experience is beneficial to both patients and healthcare staff. Simple Interact aims to provide the tools provider organizations need through the Front Office Automation platform, which works to improve workflows, reduce staff needs, and increase patient acquisition. This report examines the experiences of several Simple Interact customers.

Clinical Communications Interoperability 2024:
How Does Interoperability Enhance Communication among Deep Adopters?

Authored by: Coray Tate , Paul Warburton , Andy Paulsen | March 2024 | Read Time: 7 minutes

Provider organizations are seeking communication tools that enable interoperability with a diverse set of solutions, ultimately ensuring the right clinician gets the right information at the right time. This report looks at the interoperability capabilities of communication solutions through the lens of deeply adopting provider organizations and whether they are able to break down silos between different departments and organizations through enhanced integration. These experiences are not typical of all customers and represent the hard work of vendors and providers deeply engaged in interoperability.

Data Analytics Platforms for Payers:
2024 Vendor Guide

Authored by: Bradley Hunter , Jennifer Hickenlooper | March 2024 | Read Time: 7 minutes

As health plans continually look to reduce costs and improve outcomes for their members, they are utilizing data analytics platforms to bring better visibility to their decisions. This vendor guide is intended to provide a simple starting point for health plans investigating data analytics platforms. The guide focuses on vendors that (1) provide a platform approach to their data analytics solutions, (2) operate across multiple US regions, and (3) provide a variety of use cases. All such vendors known to KLAS as of January 2024 are included in this guide.

InteliChart Patient Portal 2024:
Providing a Best-of-Breed Patient Portal Focused on Engagement

Authored by: Adam Cherrington , Jacob Brown | March 2024 | Read Time: 1 minute

Although most EHR vendors offer a patient portal, the functionality does not always meet customer needs. InteliChart offers an alternative option through their patient portal, aiming to provide an all-in-one patient engagement platform that fully integrates with any EHR and includes automated tools such as self-scheduling and integrated forms. This report examines the experiences of customers using the InteliChart Patient Portal.

Canada PACS 2024:
Market Volatility Heightens as Organizations Look to Improve Their Experience

Authored by: Steve VanWagenen , Jonathan Christensen , Kevin Huang | March 2024 | Read Time: 5 minutes

Many healthcare organizations in Canada have been using their PACS for years. Since the outbreak of the COVID-19 pandemic, KLAS has seen potential-replacement rates for Canada PACS solutions increase to a historic high, where more than one-third of interviewed organizations are actively looking to replace their PACS. This report examines vendors’ performance and the customer experience in Canada to help organizations understand the strengths and weaknesses of available options in the market.

Ambulatory Pediatric Solutions 2024:
How Well Are Pediatric-Specific Vendors & Broad-Specialty Vendors Addressing Customer Needs?

Authored by: Chris Clune , Alex McIntosh , Andy Paulsen | March 2024 | Read Time: 6 minutes

Amid changing regulations from entities like the American Academy of Pediatrics and HIPAA, pediatric clinics’ functionality needs are increasing and becoming more specific. Most ambulatory pediatric practices are small organizations with limited budgets, and they have to prioritize functionalities that are most important and forgo others to stay within budget. In addition to established pediatric-specific vendors, broad-specialty vendors are addressing this challenge by developing pediatric-specific EHRs or adapting existing platforms to cater to customer needs. Following KLAS’ 2023 report on the pediatrics market, this report examines how well pediatric-specific and broad-specialty vendors meet the unique customer needs of this niche market.

Patient Self-Scheduling 2024:
An Early Look at Standalone Solutions

Authored by: Adam Cherrington , Ciera Walker | March 2024 | Read Time: 6 minutes

As the digital landscape grows in healthcare and other industries, patients are expecting more seamless and convenient access to healthcare and therefore report that self-scheduling is one of their top healthcare engagement priorities. Provider organizations are responding by offering patient self-scheduling functionality to both increase patient convenience and reduce staff burden. This report focuses on five standalone patient self-scheduling solutions to understand their ease of use, why they were chosen over other types of solutions (e.g., EHR functionality), and whether they are worth the money. Additional insights about the broader patient self-scheduling market are also included.

Surescripts Real-Time Prescription Benefit 2024:
Supporting Patients & Providers throughout the Prescription Process

Authored by: Tyson Blauer , Jacob Mortensen | March 2024 | Read Time: 1 minute

Both patients and provider organizations want solutions that simplify the often confusing, inefficient process of writing, filling, and paying for prescribed medications. Surescripts’ Real-Time Prescription Benefit solution streamlines the prescription process by connecting prescribers with relevant information on patient insurance coverage, medication costs, and alternative medications. This report provides a first look at provider customers’ experiences, outcomes, and satisfaction with this solution.

Revenue Cycle Analytics 2024:
Helping Revenue Cycle Leaders Harness Data to Make Informed Decisions

Authored by: Dustin Cragun , Jennifer Hickenlooper , Jaren Day | March 2024 | Read Time: 5 minutes

For revenue cycle leaders, it is critical to stay on top of trends in payer interactions and identify opportunities to address billing and collection inefficiencies. All healthcare organizations use RCM analytics solutions—their EHR offering, a third-party solution, or a combination of both—to comprehensively understand their RCM practices and glean actionable insights that can optimize revenue and inform decisions. Drawing from the experience of organizations using third-party tools that ingest data from multiple disparate sources, this report provides insights into the performance of three different solutions.

Home Health 2024:
Which Vendors Are Providing Innovation & Value in a Shifting Market?

Authored by: Paul Hess , Paul Warburton | February 2024 | Read Time: 7 minutes

Over the last few years, the home health market has undergone extensive changes following mergers and acquisitions, fluctuating regulatory requirements, and shifts in the workforce. As a result, user frustration around home health solutions has increased, and home health agencies have sought greater collaboration, development, and automation from their vendors, with some customers even reconsidering their current investments. Through a look at current market share, recent purchase decisions, and customer satisfaction, this report examines which home health vendors are best meeting provider needs, developing functionality, and driving value for customers.

Middle East & Africa EHR 2024:
A Look into Vendors’ Broader Portfolios

Authored by: Everton Santos , Sidney Tate , Spencer Corbett | February 2024 | Read Time: 12 minutes

Over the last five years, the Middle East and Africa healthcare IT markets have expanded and evolved. The Middle East has seen consistent energy around EHR investment and digital transformation, with 10–15 purchase decisions being made annually. Energy in Africa has fluctuated year over year, impacted by some very large regional purchase decisions. When selecting an EHR vendor partner for the digital journey, organizations almost always consider other clinical, administrative, and financial functionalities in addition to the core EHR capabilities the vendor provides. This report both provides an update on EHR vendor performance and market share and offers KLAS’ first holistic look at EHR vendors’ broader portfolios in the Middle East and Africa, specifically highlighting the adoption and performance of ancillary EHR modules.

Apprio 2024:
Automation Technology Solutions for Revenue Cycle Management

Authored by: Boyd Stewart , Taelin Bryan | February 2024 | Read Time: 1 minute

Apprio was founded to help organizations solve key revenue cycle problems and has since evolved to provide automation solutions that help decrease costs and improve patient and employee satisfaction in the healthcare industry. The Apprio offering uses automation bots to reduce labor costs and improve organizational efficiency by automating repetitive workflows such as checking claims statuses and VA authorizations. This case study examines the experiences of several respondents from one organization using Apprio.

TeamBuilder 2024:
Workforce Management and Predictive Staff Scheduling through a Digital Platform

Authored by: Niel Oscarson , Taelin Bryan | February 2024 | Read Time: 1 minute

Staff scheduling in healthcare has a unique set of challenges that can be exacerbated by provider volume and manual processes for clinical workflow management. These challenges can lead to problematic patient care and poor provider and staff experiences. The TeamBuilder solution, built specifically for ambulatory facilities, is intended to alleviate organizational pain points around staff scheduling by assessing the needs of day-to-day operations and offering predictive staff scheduling. It aims to increase operational efficiency by taking on the burden of creating and managing schedules. This case study examines feedback from three respondents at one organization using TeamBuilder.

Vodafone Egypt 2024:
Assisting Healthcare Clients in Digital Adoption and Increased Efficiency

Authored by: Everton Santos , Joshua Urry | February 2024 | Read Time: 1 minute

Especially outside the US, many organizations still rely on paper records for their processes, partly due to the substantial time and resources required to transition to digital processes. Vodafone Egypt offers services to help healthcare organizations adopt and maintain digital workflows, provided through the University Hospitals in Egypt. Vodafone Egypt aims to remove a large portion of the transition burden from providers by communicating with vendor partners and helping with EHR training and support. This case study examines early feedback from five respondents at one organization using Vodafone Egypt’s services.

Patient Intake Management 2024:
Where Are Vendors Delivering Value?

Authored by: Adam Cherrington , Ruirui Sun , Spencer Snyder | February 2024 | Read Time: 12 minutes

Consumerism and patient-centric tools are an increasing focus in healthcare—previous KLAS research validated that patients’ top priority for patient engagement technology is the ability to schedule appointments and check in online. Patient intake management solutions offer such capabilities, among others, and can help improve patient engagement and satisfaction. These solutions experienced exponential growth during the COVID-19 pandemic, and they continue to be important as healthcare organizations work toward increased efficiency and cost savings. While all measured vendors have room to improve functionality (e.g., two-way patient texting, patient satisfaction surveys), this report validates the breadth and depth of patient intake management solutions, identifies the outcomes these solutions drive, and examines the respective merits of third-party and EHR solutions.

Global (Non-US) Patient Engagement 2024:
Regional Trends and Investment Energy

Authored by: Everton Santos , Jonathan Christensen | February 2024 | Read Time: 11 minutes

KLAS’ 2023 Global (Non-US) Healthcare IT Trends report found that investment in digital health is among healthcare organizations’ top three priorities across global regions. Patient engagement, alongside virtual visit technology and remote patient monitoring, is one of the key pillars of digital health. For this report, KLAS interviewed healthcare leaders from 155 organizations across 39 countries and territories around the world, and these leaders shared their current and future patient engagement priorities, their adoption of various patient engagement technologies, and what vendors they are using or considering.

Ambulatory Revenue Cycle Management Services 2024:
Organizations’ Increasing Need for Meaningful Partnerships

Authored by: Mollie Hunt , Alex McIntosh , Andy Paulsen | February 2024 | Read Time: 7 minutes

In the face of tighter staffing budgets and ever-changing requirements from payers, ambulatory provider organizations are increasingly relying on revenue cycle management (RCM) services firms—both EHR associated and EHR agnostic—to fill resource gaps and help develop processes that will maximize reimbursements. Further, organizations want a firm that will effectively own the claims process and be a true partner. Building on the Ambulatory Revenue Cycle Management Services 2023 report, this report examines both EHR-associated and EHR-agnostic services firms and shares how well they are meeting clients’ revenue cycle needs. Of note, many aspects of clients’ experiences are similar, whether they use an EHR-associated or an EHR-agnostic firm.

Vital ERAdvisor 2024:
Keeping ER Patients More Informed and Engaged

Authored by: Adam Cherrington , Jacob Brown | February 2024 | Read Time: 1 minute

The emergency department can be a chaotic and stressful environment that leaves patients feeling forgotten, but technological solutions can improve the patient experience without adding to the provider workload. Vital‘s ERAdvisor provides personalized tools and updates from check-in onward, thereby increasing patient engagement throughout the emergency department. This report examines the experiences of several ERAdvisor customers.

Extended Business Office Services 2024:
How Are Provider Organizations & Firms Responding to New Market Pressures?

Authored by: Mollie Hunt , Jonathan Christensen , Shawn Howell | February 2024 | Read Time: 8 minutes

Provider organizations are facing intensifying revenue cycle complexity, payer relations, cost pressures, and staffing shortages, along with the resulting loss of resources and expertise. To find relief from some of these pressures, many are seeking outsourced extended business office services (EBOS) offered by firms that can execute revenue cycle management (RCM) work more economically and with greater efficiency than organizations can in-house. To share insights into a shifting market, this report provides (1) an update on client satisfaction and adoption and (2) a look into provider plans for outsourced revenue cycle services and satisfaction with offshore resources.

Ophthalmology 2024:
Optimizing the Ophthalmology Experience through Functionality & Relationships

Authored by: Paul Hess , Alex McIntosh | February 2024 | Read Time: 6 minutes

To combat a challenging financial market, ophthalmology practices are seeking EHR and practice management solutions that provide efficiencies, robust functionality, and strong ophthalmology-specific workflows. Many of these clinics also highly value their vendor relationships, where strong support and training enable the most effective use of the product and better outcomes for their practices. As a follow-up to Ophthalmology 2019, this report examines the dynamics of the ophthalmology EHR and practice management market by comparing some of the leading solutions in the market today.

CitiusTech 2024:
Working to Drive Healthcare Transformation through Data and Analytics Services

Authored by: Trent Davis , Taelin Bryan | February 2024 | Read Time: 1 minute

CitiusTech offers packaged solutions to address a range of healthcare challenges. The firm’s data and analytics services help both payers and provider organizations modernize their data and analytics. This helps enhance clinical decision support and drive strategy and healthcare transformation while working to achieve cost effectiveness and the best outcomes for members, patients, and the community. This report examines the client experience with CitiusTech’s data and analytics services.

Emids Payer IT Consulting 2024:
Helping Payers and Provider Organizations Maximize Their Technology and Decrease Load

Authored by: Trent Davis , Taelin Bryan | January 2024 | Read Time: 1 minute

Payers and provider organizations are under increased pressure to maximize technology, decrease load, and deliver better care. Emids works to meet these current market needs through their payer IT consulting services, which include implementation services, managed services, and managed capacity to help drive needed outcomes like optimized implementations, decreased provider load, and improved overall process efficiency. This report offers a first look at client experiences with Emids’ payer IT consulting services.

OrbitalRX 2024:
Mitigating Drug Shortage Impacts with Real-Time Inventory Management

Authored by: Jackson Tate , Jacob Brown | January 2024 | Read Time: 1 minute

Managing medication shortages is a complex yet important part of a pharmacy leader’s work. Without proper tools in place, it can be prohibitively difficult to navigate shortage workflows and use data effectively. OrbitalRX’s solution aims to automate shortage management and give pharmacists confidence in their workflow. This report examines the experiences of several OrbitalRX customers.

Simple Fractal 2024:
Custom and Turnkey Digital Workforce Bot Solutions for Manual Process Automation

Authored by: Dustin Cragun , Taelin Bryan | January 2024 | Read Time: 1 minute

Simple Fractal aims to solve critical healthcare issues by automating complex end-to-end processes. Their custom and turnkey bot solutions help improve organizational efficiency, accuracy, and provider satisfaction while decreasing staff workloads and organization expenses. Simple Fractal’s digital workforce solutions span from initial business analysis, process discovery, and bot development to deployment and continuous operational support. This report offers a first look at customers’ experiences with Simple Fractal.

Emerging HCIT Companies 2024:
Top-of-Mind Healthcare Technologies

Authored by: Doug VanWagenen , Kyle Chilton | January 2024 | Read Time: 6 minutes

KLAS conducts thousands of interviews with provider and payer organizations each year to better understand their experience with their healthcare IT (HCIT) vendors. However, not all vendors are measured by KLAS today—some vendors have very small customer bases and others work in market segments outside KLAS' current focus. To gain insights into vendors we might not currently measure, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HCIT vendors they have seen or heard about recently. Representing the feedback of 52 healthcare professionals and data from KLAS' website analytics, this report examines the emerging HCIT vendors and market segments that are top of mind for healthcare organizations and that are not currently measured by KLAS. In total, this report indexes 66 vendors across high-interest markets.

Lean Business Services Raqeem 2023:
Providing Medical Record Automation & Workflow Efficiencies

Authored by: Everton Santos , Joshua Urry | December 2023 | Read Time: 1 minute

Healthcare organizations are under continual pressure from government-mandated laws to move away from manual workflows toward automation. This shift, coupled with software consolidation, aims to increase provider efficiency, and organizations are looking for products that meet their needs. Lean Business Services’ Raqeem platform is intended to help organizations improve efficiency and connectivity. This report shares customer experiences with the platform.

SparkChange SparkActions 2023:
Optimizing Revenue Cycle Operations through Automation

Authored by: Dustin Cragun , Taelin Bryan | December 2023 | Read Time: 1 minute

The US healthcare revenue cycle is inefficient and problematic. SparkChange addresses current key market needs by streamlining revenue cycle processes via database-level automations. These automations simplify complexities and minimize required tasks to ensure timely payments, allowing healthcare organizations to focus on what matters most—patient care. SparkChange aims to create sustainable performance improvements and provide lasting solutions, and this report offers a first look at customer experiences with the vendor’s solution.

Redivus Health Code Blue 2023:
Providing Clinical GPS during Lifesaving Cardiac Arrest Resuscitation Procedures

Authored by: Jackson Tate , Jacob Brown | December 2023 | Read Time: 1 minute

Speed and accuracy are of the utmost importance during code blue events, but the tense nature of these events can rattle all healthcare professionals, even experienced ones. Redivus Health’s solution for cardiac arrest resuscitation aims to remove as many variables from code blue events as possible and act as a digital guide for patient care that reliably manages code blue events and reduces medical errors. This report examines customer experiences with the Redivus Health Code Blue solution.

Enterprise Revenue Cycle Management Platforms 2023:
Current Provider Experiences on the Platform Adoption Journey

Authored by: Dustin Cragun , Ruirui Sun , Jaren Day | December 2023 | Read Time: 7 minutes

Across the industry, provider organizations are feeling pressure from staffing shortages, payer challenges, shrinking margins, and ever-changing regulations. To ease these challenges, vendors are working to create end-to-end platforms that bridge all revenue cycle offerings, and they claim these platforms will increase operational efficiencies and reduce costs. For this report, KLAS spoke to provider organizations who have deeply adopted a vendor’s enterprise revenue cycle management offerings to get a snapshot of current customer satisfaction and examine the benefits and challenges of platform adoption.

Debt Collection Services 2023:
How Are Firms Fostering Partnership & Driving Outcomes?

Authored by: Mollie Hunt , Shawn Howell , Sam Eaquinto | December 2023 | Read Time: 6 minutes

Amid current economic challenges, healthcare organizations are contracting with debt collection services firms (often multiple at a time) to ensure financial stability, leverage specialized expertise, and comply with complex regulations. These firms possess the resources and knowledge to efficiently and ethically recover unpaid medical bills—supporting positive patient relationships and saving time for health systems so they can focus on providing quality care. In a market where most firms perform highly, this report—KLAS’ first on debt collection services—examines which firms provide strong technology, foster partnerships, and drive outcomes across organization sizes.

Note: While there are many regional debt collection firms, this report focuses on firms with a national presence.

Payer IT Consulting Services Ecosystem 2023:
An Initial Look at Performance and Firm-Reported Capabilities

Authored by: Trent Davis , Sam Eaquinto | December 2023 | Read Time: 11 minutes

Payer organizations are under increasing pressure to maintain regulatory compliance and ensure strong data security at a low cost; thus, they are seeking payer IT consulting firms for help with advisory services, change management, implementations, and managed services. This report—KLAS’ first in this area—defines the broad ecosystem of payer IT consulting services and examines the market through firm-reported capability sets, validations, and performance data.

Note: The next report on payer IT consulting services will further dive into customer validations of specific engagement types and outcomes.

Generative AI 2023:
What Are Organizations’ Current Adoption & Future Plans?

Authored by: Bradley Hunter , Jennifer Hickenlooper | December 2023 | Read Time: 5 minutes

Across multiple industries, interest in generative AI is spiking, especially as more easy-to-access solutions enter the market. Unsurprisingly, healthcare organizations are among those interested in generative AI’s potential; however, many have concerns about its reliability and security and want to understand its true capabilities amid all the buzz. To explore some of these questions and concerns, this report—KLAS’ first to focus on generative AI—draws from the perspectives of 66 healthcare executives, sharing their current adoption, future plans, and current challenges regarding generative AI. KLAS intends to publish further general AI insights with the Center for Connected Medicine (CCM) in early 2024.

Data & Analytics Services 2023:
Laying the Foundation for Data Transformation

Authored by: Trent Davis , Sam Eaquinto | December 2023 | Read Time: 11 minutes

As healthcare organizations actively work to enhance clinical, financial, and operational outcomes, optimizing their data and analytics strategies will be imperative to success. In a landscape abundant with data (much of which lacks actionable insights), this report examines data and analytics services—KLAS’ first report on the market—with a focus on (1) outlining a framework for these services and (2) evaluating firms’ offerings and performance. Data for this report is based on feedback from 55 client organizations interviewed between March 2022 and September 2023.

PACS 2023:
Consolidation & Replacements of Aging & Legacy Systems Drive Market Shifts

Authored by: Monique Rasband , Sidney Tate , Spencer Corbett | November 2023 | Read Time: 17 minutes

The PACS market is in flux—about one in five organizations interviewed by KLAS in the last two years is planning to replace their PACS, and more report they would replace their system if given the opportunity. This market shift is driven largely by organizations (1) replacing aging/legacy technology with go-forward platforms, (2) consolidating platforms, and (3) continuing to move toward unified enterprise imaging strategies. Organizations replacing their PACS are seeking vendor partners with a vision for the future and a strong commitment to innovation. This report examines 90 recent PACS purchase decisions validated by KLAS between September 2021 and September 2023 to understand why certain vendors are being considered, selected, and replaced in this dynamic market.

The 2023 EY-Parthenon and KLAS Research Payer Tech Study:
Evolving Payer HCIT Investment Trends

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper , Ruirui Sun | November 2023 | Read Time: 2 minutes

Health care payers face many challenges that are shaping strategic priorities — from cost containment to IT spending to member engagement. They have experienced higher than expected medical costs over the last two years, driven by rising demand for health care services that were deferred during the COVID-19 pandemic. Commercial payers see their business model affected as an increasing number of employers move to a self-funded model. Meanwhile, increased health care utilization has been a double whammy for Medicare payers, as the Center for Medicare and Medicaid Services (CMS) announced a lower rate increase compared to prior years (~3% in 2024 vs. ~5% in the prior three years). Likewise, Managed Medicaid plans face about a 15 million drop in member enrollment with the end of the redetermination waiver period.

At the same time, payer business models are being disrupted by provider incumbents that are taking on risk and typical payer health care. Combined, these macroeconomic forces and industry trends are putting pressures on payer margins, forcing them to reevaluate their cost models and growth options.

With these trends in mind, EY-Parthenon professionals and KLAS Research interviewed and surveyed executives across a diverse mix of payer types, sizes and line of business (LoB) coverage to understand their overall strategic priorities, the impact on spend for HCIT variety of players in the health care ecosystem.

Investors: What are the key trends in payer HCIT? Which areas are ripe for increased investment? What are key investment considerations in the payer tech and tech-enabled services market?
HCIT vendors: What do payers want from their HCIT vendors? How do payers make decisions? What could be potential solutions to cross-sell (or not)?
Payers: How are your competitors dealing with market forces? Where are your competitors making investments? How can you up your HCIT game?

EXL Payment Integrity Solutions 2023:
Ensuring Accuracy with Transparent Insights along the Payment Continuum

Authored by: Joe VanDeGraaff , Jacob Brown | November 2023 | Read Time: 1 minute

Payer organizations are always looking to improve their payment and claims accuracy, and payment integrity initiatives play a large role in that endeavor. Because the work required to create and improve these initiatives is not always feasible internally, payers often use vendor solutions. EXL offers a modular approach to payment integrity that aims to provide deeper insights to payers through transparency and accessibility. This report offers a first look at the experiences of organizations using EXL’s payment integrity solutions.

Patient Engagement 2023:
Provider Perceptions on Technology Investment Now and in the Future

Authored by: Adam Cherrington , Dan Czech , Spencer Snyder | November 2023 | Read Time: 8 minutes

In an increasingly digital world, the healthcare industry continues to face increased costs and labor shortages. Patient engagement technology is top of mind for healthcare organizations as they work to improve the overall patient experience, increase volumes, cut costs, and create more provider efficiencies. In collaboration with Bain & Company, KLAS recently identified patient engagement as a top-three priority for healthcare investment. For this report, KLAS engaged with executives from 93 unique healthcare organizations to better understand perceptions of the patient engagement market, including strategies for addressing challenges and goals today, which vendors are most aligned with provider goals, and future plans for investment to improve patient engagement.

Snowflake in Healthcare 2023:
Streamlining Data Management & Improving Operations in the Cloud

Authored by: Mike Smith , Robbie Bullough , Sam Eaquinto | November 2023 | Read Time: 9 minutes

Healthcare organizations need to be able to access the right data to maintain efficient operations and provide high-quality patient care. However, gathering, integrating, and effectively using data from various sources can be complex and time consuming. To address this challenge, many organizations are turning to cloud solutions that streamline data management. Based on insights from 10 US healthcare provider organizations interviewed by KLAS between May 2023 and September 2023, this report examines the customer experience with Snowflake, including the workloads customers are using, achieved outcomes, and vendor performance.

US Digital Pathology 2023:
A Deep Dive into Early Clinical Adopters’ Successes and Lessons Learned

Authored by: Eder Lagemann , Sidney Tate | November 2023 | Read Time: 9 minutes

More healthcare organizations are evaluating digital pathology for clinical use, especially as this market’s technology continues to advance and newly developed CPT codes show promise for future reimbursements. Still, digital pathology in the US is nascent—KLAS estimates that fewer than 10% of US organizations have adopted digital pathology for clinical use, and less than 5% of cases are signed out digitally. As a result, organizations interested in digital pathology have questions about how to start and what to expect. To help provide needed insights, this report draws from interviews with 14 digital pathology pioneers who are in varying stages of their adoption journey, sharing lessons they have learned around (1) building a business case for digital pathology, (2) selecting an IMS vendor, and (3) choosing an adoption strategy. View the full report to read more from the early adopters who shared their success stories and adoption details. This is KLAS’ second report on digital pathology in the US; for the 2022 report, click here.

Casechek 2023:
Automating Workflows for Vendor Supported Procedures

Authored by: Niel Oscarson , Taelin Bryan | November 2023 | Read Time: 1 minute

Most hospital executives are unaware that about one-third of total supply expenses and half of procedural supply expenses are managed by supplier sales representatives. The current process creates systemic data silos and limits healthcare organizations’ ability to control and optimize one of the largest supply chain expense categories. Casechek aims to create (1) a smarter, more efficient implant supply chain controlled by the hospital, not the supplier and (2) a seamless, automated ecosystem of healthcare organizations and suppliers. By integrating clinical and financial data into the procurement-to-payment process, Casechek’s solution reduces the supply chain and administrative costs of surgical care. This case study examines early feedback from two respondents at one unique organization live with Casechek.

Epic Payer Platform 2023:
Connecting Payers & Providers to Remove Barriers in Patient Care

Authored by: Coray Tate , Jacob Mortensen | November 2023 | Read Time: 1 minute

Epic’s Payer Platform represents another step for the vendor into the payer realm. The solution is intended to connect payer and provider organizations via open channels of communication beyond faxes and phone calls and to get information to the right places, thus improving efficiency and patient care. This report is a first look at Payer Platform’s performance and the payer experience.

Financial Improvement Consulting 2023:
A Look at Achieved Outcomes in a Financially Challenging Environment

Authored by: Warren Whitford , Sam Eaquinto , Robbie Bullough | October 2023 | Read Time: 7 minutes

Healthcare organizations are facing unprecedented financial pressure; several macroeconomic factors—including the COVID-19 pandemic, inflation, and staffing shortages—have forced organizations to work around decreased revenues and increased costs. At this critical time, organizations are looking to consulting firms to help improve their financial performance and circumnavigate obstacles. KLAS’ 2020 Financial Improvement Consulting report examined how firms were providing guidance to healthcare organizations during the early months of the pandemic. Now, roughly three years later, this report offers an updated look at the types of work consulting firms are doing and the outcomes clients are achieving in this financially challenging environment.

Cordea Consulting 2023:
Optimizing HIS Solutions through Operational & EHR Expertise

Authored by: Trent Davis , Taelin Bryan | October 2023 | Read Time: 1 minute

HIT staffing and IT advisory services help healthcare organizations ensure efficient operations, enhance patient care and safety, protect data security and privacy, comply with regulations, and make cost-effective decisions. Cordea Consulting uses their operational expertise and experience with Epic and Oracle Health (Cerner) products to help organizations optimize their HIT solutions. This report offers a first look at the Cordea Consulting client experience.

First Health Advisory 2023:
Reducing Risk through Cloud-Enabled Managed Security and Technology Solutions

Authored by: Kaleb Harris , Taelin Bryan | October 2023 | Read Time: 1 minute

From January 2023 to July 2023, there were 395 reported healthcare security breaches. The number of ransomware cases is rising, making it critical for healthcare organizations to be able to identify, monitor, and secure all network devices. First Health Advisory’s services address risk holistically by offering digital health risk assurance (including medical device and IoT/IoMT management). This report offers a first look at client experiences with the firm’s services.

Onyx SAFHIR 2023:
Delivering a FHIR-Based, Payer-Specific Data Connection Platform

Authored by: Joe VanDeGraaff , Jacob Brown | October 2023 | Read Time: 1 minute

Patient data sharing has quickly grown much more important for payer organizations, and recent CMS mandates have made it a necessity for all. Recognizing the burden on payers, Onyx has created a platform that transforms healthcare data into a shareable, compliant format requested by the payer. This report presents a first look at the experiences of Onyx payer customers.

Roche navify Tumor Board 2023:
Improving Tumor Board Meetings with a Holistic View of Data That Facilitates Multidisciplinary Team Collaboration and Optimizes Care Decisions

Authored by: Everton Santos , Spencer Corbett | October 2023 | Read Time: 1 minute

Tumor board conferences play a crucial role in the comprehensive, effective management of cancer patients. These meetings involve a multidisciplinary team that collectively evaluates complex cancer cases and collaborates to make informed, personalized treatment decisions. The absence of tumor board technology can hinder effective communication, collaboration, data sharing, and decision-making, which potentially leads to delays, inaccuracies, and suboptimal care. Roche aims to solve these potential problems with navify Tumor Board. This report offers an initial look at customers’ experiences with this product.

Roche navify POC Operations 2023:
Enhancing Point-of-Care (POC) Device Management to Improve Patient Care

Authored by: Everton Santos , Spencer Corbett | October 2023 | Read Time: 1 minute

For healthcare organizations, point-of-care (POC) technologies are becoming increasingly important because they can connect users with results rapidly, facilitating quick professional decision-making and better preparedness. However, these technologies must be properly integrated into workflows to avoid issues around accuracy, data management, and overreliance on rapid results without comprehensive assessments. Roche aims to help organizations tackle these issues with navify POC Operations^†. This report offers an initial look at customers’ experiences with the product.

† Roche navify POC Operations is formally registered today in most countries as Roche cobas infinity POC solution and will be rebranded to Roche navify POC Operations.

Roche navify Lab Operations 2023:
Consolidating and Automating Lab Processes

Authored by: Everton Santos , Spencer Corbett , Joshua Urry | October 2023 | Read Time: 1 minute

Medical laboratory services deal with intricate data from many varied sources. The complexity of the information and multiple data sources can increase time for operations in a lab. navify Lab Operations^† seeks to consolidate lab data and automate processes to provide time savings and other outcomes. This report validates customers’ experiences with navify Lab Operations.

† Roche navify Lab Operations is formally registered today in most countries as Roche cobas infinity lab and will be rebranded to Roche navify Lab Operations.

Payment Accuracy & Integrity Solutions 2023:
Financial Outcomes Top of Mind

Authored by: Joe VanDeGraaff , Ruirui Sun | October 2023 | Read Time: 14 minutes

Payers take on financial risk for members and pay for healthcare expenditures based on various plans and reimbursement types. Due to the complexity of reimbursement contracts, many factors (e.g., coding and billing errors, fraud, waste) can contribute to payers sometimes underpaying or overpaying provider organizations. Payment accuracy and integrity solutions help payers make accurate payments and recover losses when overpayments and fraud occur. This report—KLAS’ first on this market—aims to identify the main capabilities these solutions provide and show early findings on customer satisfaction with vendors’ performance.

Note: Research in this report is based on feedback from interviewed payer customers. This report is not intended to compare measured vendors’ technological capabilities.

Zelis Healthcare Payment Integrity Solutions 2023:
Ensuring Accurate Payments and Capturing Savings

Authored by: Joe VanDeGraaff , Jacob Brown | October 2023 | Read Time: 1 minute

Accurate billing and payments will always be a high priority for both healthcare payers and providers. Payers and administrators need a variety of tools to save money and improve efficiencies. Zelis Healthcare’s payment integrity solutions aim to ensure accurate payments with functionalities that span the billing process. This report offers a first look at customers’ experiences with Zelis Healthcare.

Hallmarks of High-Performing Companies 2023:
The Importance of Quality Support

Authored by: Emily Paxman , Braden Taylor | October 2023 | Read Time: 8 minutes

Recent KLAS research found that proactive service is strongly linked to customer retention and technology success, and a foundational element of proactive service is quality phone and web support. HIT vendors’ phone and web support teams serve as the first line of defense when customers face problems or need answers. Most healthcare organizations interviewed by KLAS in the last year report being satisfied with the support they receive from their vendor partners, but one-third of respondents express dissatisfaction with support. To aid vendors and healthcare customers looking to create a proactive, collaborative partnership, this report highlights common failings with support, the effect poor support has on customers, and actions both vendors and customers can take to improve the support experience.

Cotiviti Payment Accuracy Solutions:
First Look 2023

Authored by: Joe VanDeGraaff , Jacob Brown | October 2023 | Read Time: 1 minute

As healthcare claim volumes grow, payer organizations are working hard to ensure problematic claims do not sneak through the claims process. Cotiviti’s payment accuracy solutions are intended to shoulder the review burden across all major claim types and review stages and to reduce unnecessary spend via improved accuracy. This report offers a first look at customers’ experience with Cotiviti’s payment accuracy suite.

BUDDI AI’s Coding.AI 2023:
Enhancing Revenue Cycle Performance through AI-Driven, Autonomous Coding

Authored by: Mac Boyter , Taelin Bryan | October 2023 | Read Time: 1 minute

Staffing shortages and budgetary pressures are increasing provider adoption of autonomous coding solutions. To address these issues, BUDDI AI aims to improve revenue cycle performance and address healthcare concerns by ensuring coding quality compliance, which increases operational efficiency. This is done by combining a specialty-specific rules engine with the active learning capabilities of AI models, a flexible approach to file formats, and the ability to assign codes for CPT, MIPS, ICD-10, and modifier. This report offers a first look at both provider and vendor experiences with BUDDI AI’s Coding.AI.

Release of Information 2023:
Examining Digital Technology & Vendor Efficiency

Authored by: Justin Porter , Jennifer Hickenlooper , Jaren Day | October 2023 | Read Time: 5 minutes

With information blocking regulations pushing for patients to have enhanced, easier access to their data, healthcare organizations increasingly need technology that improves release of information (ROI) efficiency. Services firms in the ROI space are generally high performing, with most offering similar strengths and experiencing similar challenges. To provide differentiation, this report looks at (1) different ROI service models and which firms perform best for each model, (2) how firms perform operationally, and (3) what technology efficiencies measured firms provide.

How Services Firms Can Drive Successful Client Engagements 2023

Authored by: Warren Whitford , Rebecca Hammond , Sam Eaquinto | October 2023 | Read Time: 5 minutes

In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.

Physician Scheduling 2023:
Organizations Improve Scheduling Efficiency & Visibility despite Complexities

Authored by: Niel Oscarson , Ciera Walker | September 2023 | Read Time: 5 minutes

As more healthcare organizations move away from manual processes for physician scheduling, they agree that using technology boosts scheduling efficiency and visibility. However, given the inherent complexity of scheduling, many organizations haven’t yet achieved the fully automated process they were hoping for. This report looks at two different types of vendors who offer physician scheduling solutions to their customers—those who focus primarily on clinical collaboration and those who focus primarily on workforce management—and shares the successes and barriers customers experience as they continually move toward greater efficiency. Also included are general market insights gleaned from respondents across solutions.

Alpha Nodus Gravity AI:
Reducing Authorization Workload through AI-Assisted Tools and Integrated Outreach Features

Authored by: Dustin Cragun , Taelin Bryan | September 2023 | Read Time: 1 minute

Healthcare organizations need innovative solutions to address challenges with physician practice management. Alpha Nodus’ Gravity AI uses AI and machine learning algorithms to analyze patient data, insurance information, and treatment plans to automate the prior authorization workflow. With a combination of AI-assisted tools and integrated outreach features, Gravity AI works to reduce authorization workload, decrease payroll costs, optimize schedules, and increase productivity. This report looks at the experiences of customers using Gravity AI.

UST Cloud Services 2023:
Modernizing Healthcare Technologies

Authored by: Kaleb Harris , Taelin Bryan | September 2023 | Read Time: 1 minute

Cloud solutions’ flexible, scalable environment and easy operability empower healthcare organizations to improve efficiency, reduce expenses, and increase the speed of innovation and returned value. UST aims to modernize healthcare technologies via their cloud services, which include cloud advisory, transformation, and managed cloud and infrastructure services for enterprises around the globe. This report offers a first look at the experiences of UST clients, both provider and payer organizations.

End-to-End Revenue Cycle Outsourcing 2023:
Pursuing Financial and Staffing Stability

Authored by: Mollie Hunt , Sam Eaquinto , Shawn Howell | September 2023 | Read Time: 13 minutes

Aftershocks of the COVID-19 pandemic have made it difficult for hospitals and health systems to control costs and find and retain the right staff. In an effort to achieve stability, healthcare executives are looking to external partners for help, including end-to-end revenue cycle outsourcing (RCO) firms. Though organizations have similar motivations for partnering with an RCO firm, not all firms take the same approach to meeting clients’ needs. This report examines the performance of end-to-end RCO firms, reasons provider organizations outsource their revenue cycle, why they chose the firms they did, and the models and approaches of these firms.

Optum Payment Integrity Solutions 2023:
A Comprehensive Toolset for the Entire Payment Integrity Process

Authored by: Joe VanDeGraaff , Jacob Brown | September 2023 | Read Time: 1 minute

Payers often use rigorous checks before and after bill payments to ensure accuracy. Optum’s payment integrity solutions aim to provide a comprehensive payment integrity approach that helps payers reduce administrative and medical costs and improve relationships. Payers have asked KLAS for insights on Optum’s payment integrity offering, which is seen as one of the largest in the market. Optum declined to participate in this study; however, KLAS seeks to benefit payers by sharing this first look at the Optum customer experience around payment integrity solutions.

QGenda Time Tracking and Compensation 2023:
Helping Mitigate the Complexities of Time and Attendance in Healthcare

Authored by: Niel Oscarson , Taelin Bryan | September 2023 | Read Time: 1 minute

Managing time and attendance can be particularly complex in the healthcare industry. Outdated IT systems are inefficient and prone to error. QGenda works to meet this market need by offering configurable rules to effectively manage time and attendance and compensation calculations. Additionally, QGenda works to optimize healthcare organizations’ workforces through reporting and analytics. This report offers a first look at customers’ experiences with QGenda Time Tracking and Compensation.

Virtual Sitting & Nursing 2023:
An Early Look at Promising Outcomes

Authored by: Schafer Jackson , Ciera Walker | September 2023 | Read Time: 14 minutes

Virtual sitting and virtual nursing solutions are receiving attention from healthcare organizations. Although the use of virtual nursing especially is not yet widespread, and although both use cases often require a significant up-front investment in equipment, organizations are interested in their potential to improve patient outcomes, alleviate staffing shortages, and reduce costs. This report—KLAS’ first about virtual sitting and nursing—is an early look at customer experiences and the positive outcomes (clinical, financial, and operational) organizations are seeing in this space. Broad market insights are also shared. KLAS will continue collecting data on virtual sitting and nursing software and share insights as the market grows.

CareSignal by Lightbeam 2023:
Pursuing Better Healthcare Outcomes with Accessible Remote Patient Monitoring

Authored by: Bradley Hunter , Jacob Mortensen | September 2023 | Read Time: 1 minute

Remote patient monitoring (RPM) solutions have grown in adoption, giving providers new ways to acquire, store, transmit, and display electronic health information from patients outside of conventional clinical settings—most often their homes. This report details customer experiences with CareSignal’s deviceless RPM offering—using texts and phone calls to gather data rather than RPM hardware.

care.ai Smart Patient Rooms 2023:
Providing an AI-Powered Smart Care Facility Platform

Authored by: Schafer Jackson , Jacob Brown | September 2023 | Read Time: 1 minute

Provider organizations are facing workforce shortages and financial instability. care.ai aims to help organizations with these challenges via their Smart Patient Rooms product, which is virtual care hardware that supports healthcare staff with virtual nursing, monitoring, and predictive analysis powered by AI. This report offers an early look at care.ai’s customer experience.

McKesson Utilization Analytics 2023:
Lowering Drug Expenditure & Improving Financial Efficiency

Authored by: Jackson Tate , Taelin Bryan | September 2023 | Read Time: 1 minute

Healthcare in the US is uniquely inefficient, with costs generally growing faster than the overall economy. Consequently, lowering drug expenditure and improving financial efficiency are pivotal for health systems. To help customers maximize cost savings and discover revenue opportunities, McKesson’s Utilization Analytics solution integrates with drug purchasing, usage, patient administration, and reimbursement data as opposed to theoretical usage and payer contracts. This report offers a first look at customer experiences with this solution.

Implementation Services for Infor ERP 2023:
Part of a Series on ERP Implementations

Authored by: Kaleb Harris , Ciera Walker , Dallin Seely | September 2023 | Read Time: 5 minutes

Many provider organizations are adopting new cloud-based ERP solutions, but implementing an ERP solution is a big undertaking that can affect day-to-day business. Due to the breadth of areas ERP touches as well as post-COVID-19 staffing challenges, organizations are engaging firms that offer implementation leadership and business transformation services. This report examines client experiences with firms who provide implementation services for Infor’s ERP suite. (Engagements for implementing other vendors’ ERP solutions are excluded from this research. In early 2023, KLAS published Implementation Services for Workday ERP; KLAS also plans to publish future research on firms that implement Oracle’s ERP software.)

CareAllies Value-Based Care Managed Services 2023:
Guiding Providers through Strong Partnerships

Authored by: Bradley Hunter , Jacob Mortensen | September 2023 | Read Time: 1 minute

Competitive and financial factors continue to drive organizations toward value-based care. A widely varied array of services firms and other vendors offer services and solutions designed to help. This report details CareAllies’ value-based care managed services offering and examines client experiences.

Healthrise 2023:
Dynamic Improvement of Revenue Cycle Performance

Authored by: Trent Davis , Taelin Bryan | September 2023 | Read Time: 1 minute

Revenue cycle management (RCM) is a complex process that requires healthcare organizations to continually adapt to ever-changing market conditions, regulations, and patient expectations. Healthrise aims to meet the evolving needs of healthcare organizations by providing IT services for EMR go-lives, revenue cycle optimization, and HIT staffing. This report offers a first look at client experiences with Healthrise.

Proactive MD 2023:
Partnering with Employers to Provide Primary Care Services

Authored by: Joe VanDeGraaff , Jacob Brown | September 2023 | Read Time: 1 minute

Many employers recognize that keeping employees healthy is vital to a company’s success. Providing employer-sponsored healthcare services ensures staff members have easy access to the healthcare they need. Proactive MD aims to support employers who want to offer these services by providing fully encompassed and managed healthcare services. This report examines the experiences of client organizations using Proactive MD’s services.

Omnicell 2023:
Understanding Customers’ Outlook on New Managed Services Model

Authored by: Jackson Tate , Jennifer Hickenlooper , Lance Merrell | September 2023 | Read Time: 7 minutes

In December 2022, Omnicell announced a change in their approach to working with customers that places new emphasis on having customers utilize a managed services model for all Omnicell technology. Previously, Omnicell moved singular solutions (namely their compounding robots, such as the i.v.STATION) to a managed services model, and with those changes, customers generally noted an improved experience, even with increased costs. Given the economic conditions and staffing challenges currently impacting healthcare, many customers have concerns about how Omnicell’s new focus will impact things like costs, product deployment, and staffing demands. This report provides an early look into customer confidence in and perception of the new managed services model.

Verity Solutions Verisave 2023:
Automated, Real-Time Drug Purchasing Optimization

Authored by: Jackson Tate , Jacob Brown | August 2023 | Read Time: 1 minute

Purchasing drugs that provide the best value is important for any healthcare system’s financial well-being but can also be difficult and time consuming without the right tools. Verity Solutions’ Verisave aims to replace the manual selection process by automatically selecting—in real time—the best-priced products before orders are placed. This report offers a first look at the Verisave customer experience.

Hallmarks of High-Performing Companies 2023:
The Importance of Proactive Service

Authored by: Emily Paxman , Marcus Hadfield | August 2023 | Read Time: 8 minutes

Facing unprecedented staffing and financial challenges in an ever-changing HIT landscape, provider organizations have a critical need for proactive support and guidance from vendors. While KLAS data shows that most customers are generally satisfied with their vendor’s proactive service, roughly one-third are dissatisfied. This report highlights where proactive service failings occur, the impact of not proactively serving customers, and ways both provider organizations and vendors can better partner to get the most out of technology.

ECLAT Health Solutions 2023:
Flexible, Wide-Ranging Revenue Cycle Services to Accommodate Various Outsourcing Needs

Authored by: Mac Boyter , Braden Taylor | August 2023 | Read Time: 1 minute

Due to staffing shortages and increased labor costs, many healthcare organizations are outsourcing revenue cycle work to external firms. ECLAT Health Solutions offers a broad outsourcing solution set that allows healthcare provider and payer clients to offload various aspects of revenue cycle management, including facility coding, ProFee coding, HCC coding, A/R and denials management, and patient access call center services. This report examines clients’ experiences and satisfaction with ECLAT.

AvaSure 2023:
A Complete Virtual Care Platform That Improves Patient Safety while Reducing Costs & Staff Workloads

Authored by: Schafer Jackson , Jacob Brown | August 2023 | Read Time: 1 minute

Patients that require frequent monitoring or sitting can quickly put a strain on healthcare organizations’ staff. AvaSure seeks to reduce this burden with their all-in-one virtual sitting platform, supplying both hardware and software that allows one person to monitor and communicate with multiple patients in real time. KLAS reported on AvaSure in September 2021, and this report offers a second look at how the customer experience has changed over the last two years.

Digital Fax 2023:
How Are Advanced Users Moving toward Next-Generation Discrete Data Extraction?

Authored by: Tyson Blauer , Paul Warburton | August 2023 | Read Time: 8 minutes

Despite the healthcare industry’s progress with interoperability (HIEs, national record exchanges, Direct Secure Messaging, APIs), healthcare organizations still heavily rely on faxing to exchange data. Faxing technology has evolved to accommodate fully digital processes, but provider organizations are looking for next-generation faxing functionality—like optical character recognition (OCR) and natural language processing (NLP)—to further automate workflows. Drawing from interviews with organizations identified by vendors as their most advanced users, this report follows up on KLAS’ 2019 report and validates what next-generation functionality vendors have deployed. It also shares market insights into the organizational effort required to maintain digital faxing and the future viability of digital faxing in healthcare.

Safety, Risk & Compliance 2023:
Purchase Energy High as Organizations Seek to Increase Visibility & Address Risk

Authored by: Brian Matsen , Jennifer Hickenlooper | August 2023 | Read Time: 16 minutes

For healthcare organizations, the outbreak of the COVID-19 pandemic underscored the importance of having a holistic and integrated solution for safety, risk, and compliance management. Purchase energy in this market is increasing as more organizations are looking for solutions to increase visibility into safety events and compliance, address potential risks, and enhance patient and staff safety. To better understand what factors are influencing purchase decisions and which vendors are seeing the most traction, this report examines 51 recent purchase decisions validated by KLAS between May 2021 and May 2023. For additional context, some satisfaction data from current customers is also included.

Solv. Health 2023:
Improving the On-Demand Care Experience with a Diverse, Consumer-Grade Platform

Authored by: Adam Cherrington , Jacob Brown | August 2023 | Read Time: 1 minute

To ensure success, any healthcare organization needs to maintain positive patient-provider relationships. Solv. Health aims to provide an easy-to-use tool set for building and keeping those relationships. This report provides a first look at customers’ experiences using Solv.

Regard 2023:
Supporting Clinicians with an EHR-Embedded AI Co-Pilot

Authored by: Joe VanDeGraaff , Jacob Brown | August 2023 | Read Time: 1 minute

The recent surge of artificial intelligence (AI) and machine learning (ML) has created opportunities for technology-based efficiencies in healthcare. Regard’s solution is an EHR-embedded AI co-pilot for clinicians that uses patient data to suggest new diagnoses and automatically generate clinical notes directly in the clinician workflow. This report offers a look at customers’ experiences and satisfaction with the Regard solution.

Payer Claims & Administration Platforms 2023:
Vendor Performance in a Segmented Market

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper , Ruirui Sun | August 2023 | Read Time: 14 minutes

In recent years, the complex payer claims and administration market has seen several changes. Historically, payers have used multiple technology vendors and homegrown tools to meet their broad functionality needs. Now, payers are looking to consolidate platforms to improve efficiency and their ability to manage multiple business lines. As finding a platform that meets payers’ complex needs can be challenging, this report provides a comprehensive look at which business lines vendors are focused on, which vendors are gaining or losing market considerations, and how satisfied customers are with their platforms.

Note: In this market, vendors that serve only certain types of health plans are designated as component solutions and marked with a [C]. For a complete view of all vendors and their target clients, please see Vendors at a Glance.

PayZen 2023:
Using Data and AI to Improve Healthcare Affordability

Authored by: Mac Boyter , Taelin Bryan | August 2023 | Read Time: 1 minute

As patient payment responsibility increases, equitable access to healthcare is becoming more difficult, adding financial stress to patients and straining healthcare organizations with declining cash flows. PayZen seeks to address these issues. Their automated, AI-driven platform integrates with existing revenue cycle systems and provides patients with personalized payment options. Simultaneously, PayZen funds providers upfront, reducing cash flow concerns and administrative burden. This report examines customers’ experiences.

SmarterDx 2023:
Driving Revenue Cycle Outcomes through Proprietary Clinical AI

Authored by: Mac Boyter , Taelin Bryan | August 2023 | Read Time: 1 minute

Gaps in the revenue cycle process cost healthcare organizations billions of dollars every year. SmarterDx aims to help organizations boost revenue with their AI solution, which serves as a checkpoint that scans charts before billing and helps organizations ensure no opportunities are lost. This report examines the SmarterDx customer experience.

Digital Front Door Solutions 2023:
A Vendor Guide from The Health Management Academy & KLAS Research

Authored by: Stephen Bitteker , Dan Czech , Spencer Snyder | August 2023 | Read Time: 5 minutes

The term “digital front door” has become popular in recent years across the healthcare industry. Increasingly, it is used to refer to patient interactions not only before visits but also during and after care. The Health Management Academy and KLAS Research have partnered to create this guide, aimed at helping healthcare organizations understand the market as a whole and their vendor options.

Goliath Technologies End-User-Experience Monitoring and Troubleshooting 2023:
Seeking to Optimize Healthcare IT Systems

Authored by: Daniel Zeitner , Taelin Bryan | August 2023 | Read Time: 1 minute

To enhance efficiency and system reliability, healthcare organizations need robust tools that monitor their IT system. With system optimization, organizations can deliver higher-quality care, improve patient access to medical records, improve response times, and offer better healthcare services overall. Goliath Technologies aims to help organizations’ IT infrastructure perform optimally by offering comprehensive system performance-monitoring tools. This report examines the customer experience of Goliath Technologies.

Nuance Patient Engagement Solutions 2023:
Improving Patient Engagement through Omnichannel Engagement Technology

Authored by: Mac Boyter , Taelin Bryan | August 2023 | Read Time: 1 minute

Healthcare organizations need effective patient-provider communication and engagement solutions. Nuance Patient Engagement Solutions (PES) aims to increase patient engagement and improve the consumer experience through omnichannel engagement technology and intelligently automated personalized interactions. Additionally, the software can help facilitate better patient interactions through integration with core systems (e.g., EHR, revenue cycle, and CRM solutions). This report offers a first look at customer experiences with Nuance PES.

SKYGEN Core Administration Solutions 2023:
Transforming Payers’ Core Administrative Functions with Diverse, Modern Solutions

Authored by: Joe VanDeGraaff , Jacob Brown | August 2023 | Read Time: 1 minute

SKYGEN aims to transform benefits management and administration for specialty payers to reduce costs and increase satisfaction for all involved. Currently focused on dental and vision payers, SKYGEN offers a variety of technology to fill all common core administration needs. All solutions are available as a SaaS platform or through SKYGEN’s third-party administrator (TPA) model. This report examines the SKYGEN customer experience.

Healthcare Operations 2023:
Addressing Operational Challenges through Technology

Authored by: Niel Oscarson , Sam Eaquinto , Marcus Hadfield | August 2023 | Read Time: 6 minutes

Healthcare organizations face more operational challenges now than ever, so they are looking to a variety of sources to overcome barriers. Vendors of multiple solution types have an opportunity to improve their offerings to better help healthcare organizations tackle top operational challenges. For this report, KLAS spoke to 51 healthcare executives from 51 organizations to examine current operational strategies, goals, and perceived challenges as well as the role that technology plays in addressing these challenges.

Imprivata and Zebra Technologies Flash Insights 2023:
New Partnership Presents Potential Solution for Fleet Management

Authored by: Paul Hess , Paul Warburton | July 2023 | Read Time: 5 minutes

The number of shared smart devices (i.e., smartphones and tablets) in use at hospitals has risen dramatically. These devices are small and difficult to manage without strict internal processes. Challenges can include fleet setup, ongoing maintenance, establishing robust yet easy-to-use authentication protocols, infection control, location tracking, and the potential for PHI loss or cybersecurity threats.

A recently announced partnership between Imprivata and Zebra Technologies is intended to help address some of these challenges, integrating Imprivata’s GroundControl solution with Zebra’s fleet of shared smart devices. No healthcare organizations have yet adopted the integrated pairing, but KLAS has historically gathered data on the solutions separately, offering a glimpse of the potential benefits and hurdles.

Patient Privacy Monitoring 2023:
How Are Vendors Delivering amid Developing AI Technology & Market Consolidation?

Authored by: Justin Porter , Ciera Walker , Ruirui Sun | July 2023 | Read Time: 8 minutes

By preventing and detecting unauthorized access to patient data, patient privacy monitoring solutions play an integral role in helping provider organizations maintain patient confidentiality, comply with regulations, and build trust. In recent years, the market has seen multiple acquisitions, and vendors have begun to provide artificial intelligence (AI) offerings. This report looks at how these changes have affected customer satisfaction and provides early insights on outcomes related to AI.

Altera Digital Health (Allscripts) Complete Look 2023

Authored by: Tyson Blauer , Paul Warburton | July 2023 | Read Time: 3 minutes

When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Altera Digital Health (Allscripts) Sunrise “complete look” provides a high-level analysis of the key products that make up Altera Digital Health’s enterprise suite. (Other reports in the series do the same for Epic, Evident, MEDITECH, and Oracle Health [Cerner].) This report focuses on the core Sunrise suite and its supporting technology; data on Altera Digital Health’s standalone ambulatory platforms (TouchWorks and Professional) is excluded.

MEDITECH Complete Look 2023

Authored by: Tyson Blauer , Paul Warburton | July 2023 | Read Time: 3 minutes

When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This MEDITECH Expanse “complete look” provides a high-level analysis of the key products that make up MEDITECH’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts], Epic, Evident, and Oracle Health [Cerner].) This report focuses on the core Expanse suite; data on MEDITECH’s MAGIC, C/S, and 6.x platforms is excluded.

Oracle Health (Cerner) Complete Look 2023

Authored by: Tyson Blauer , Paul Warburton | July 2023 | Read Time: 2 minutes

When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Oracle Health (Cerner) “complete look” provides a high-level analysis of the key products that make up Oracle Health’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts], Epic, Evident, and MEDITECH.)

Evident Complete Look 2023

Authored by: Tyson Blauer , Paul Warburton | July 2023 | Read Time: 2 minutes

When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Evident (CPSI) “complete look” provides a high-level analysis of the key products that make up Evident’s core enterprise suite and its supporting technology. (Other reports in the series do the same for Altera Digital Health [Allscripts], Epic, MEDITECH, and Oracle Health [Cerner].)

Epic Complete Look 2023

Authored by: Tyson Blauer , Paul Warburton | July 2023 | Read Time: 3 minutes

When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Epic “complete look” provides a high-level analysis of the key products that make up Epic’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts], Evident, MEDITECH, and Oracle Health [Cerner].)

Brightwork Health IT 2023:
Helping Healthcare Organizations Solve Business and IT Challenges

Authored by: Kaleb Harris , Josh Naegle , Kyle Chilton | July 2023 | Read Time: 1 minute

Healthcare organizations face a variety of challenges, including staffing shortages, EHR implementations, and enhancement and modernization of other processes and solutions. Brightwork Health IT provides services to help organizations with staff augmentation, infrastructure modernization, revenue cycle enhancement, and Epic implementations. This report details the experience of Brightwork clients and their satisfaction with the firm’s services.

Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities

Authored by: Adam Cherrington , Dan Czech | July 2023 | Read Time: 8 minutes

Amid the pressures of today’s economic environment, healthcare organizations are investing heavily in patient engagement technology to help reduce costs, alleviate staffing challenges, and consolidate technology in other areas. Both provider and payer organizations seek to understand what patient engagement capabilities vendors offer that can meet their core needs. This study (along with additional deep-dive content that will be published on KLAS’ website) is an update to KLAS’ 2021 report and shows which vendors report the broadest capability sets, which vendors have made the most progress over the last two years, and how the industry as a whole has matured. For reader ease, links to relevant online content are provided where applicable. Note that the data in this study is based primarily on vendor-reported information, accompanied by a limited amount of KLAS performance data.

Healthcare IoT Security 2023:
An Update on Vendor Performance and Deep Adopter Utilization

Authored by: Justin Porter , Dan Czech , Ruirui Sun | July 2023 | Read Time: 14 minutes

Healthcare organizations are connecting more and more devices to their networks to enable seamless communication and enhance patient care, but the increase in devices also increases security risks that can expose important data and jeopardize patient safety. Many organizations use IoT security solutions to gain visibility into potential vulnerabilities, and some are engaging with their vendors to tackle broader cybersecurity strategies. To provide insights into the competitive healthcare IoT security market, this report looks at vendor performance amid recent mergers/acquisitions as well as early insights into how vendors meet the needs of deep adopters.

Pediatrics 2023:
Provider Perceptions of an Evolving Market

Authored by: Paul Hess , Alex McIntosh | July 2023 | Read Time: 3 minutes

The landscape of pediatric healthcare has shifted in recent years. Grappling with changes in the labor market, many pediatric organizations are seeking out a simplified IT approach that enhances patient care and bolsters efficiency. Some organizations have started to consolidate or have already consolidated their technology stack to fewer vendors, with many leveraging more functionality from their core EHR vendors. For this report, KLAS talked to 57 organizations using pediatric EHR/PM systems to gauge their perceptions on the impact of staffing shortages, which technology is best suited to help, and what developments they would like moving forward. A follow-up report will examine the performance of pediatric EHR/PM vendors within this evolving market.

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

Authored by: Schafer Jackson , Ciera Walker | July 2023 | Read Time: 10 minutes

Telehealth and remote patient monitoring (RPM) solutions have grown in adoption, giving providers new ways to deliver more flexible care. While telehealth adoption especially was initially spurred by COVID-19, energy in both areas continues because of factors like value-based care, staffing shortages, and the desire to make care delivery more flexible and strategic. This report examines the broad ecosystem of telehealth and RPM technology—specifically, vendor-reported breadth and depth of adoption by their provider organization customers.

Divurgent M&A HIT Service 2023:
Specialized Resources for M&A Drive Financial Outcomes

Authored by: Trent Davis , Mason Thorpe | June 2023 | Read Time: 1 minute

Growth in the healthcare industry is frequently accompanied by mergers and acquisitions—often between organizations with distinct technological fingerprints. To save money and improve interoperability, it is crucial for the newly united entity to consolidate software systems as soon as possible. Divurgent’s M&A HIT services provide resources and guidance intended to make the transition as smooth as possible and ultimately drive financial savings.

Ibex Medical Analytics 2023:
Providing Increased Accuracy and Efficiency in Digital Pathology for Primary Diagnosis

Authored by: Eder Lagemann , Steve VanWagenen , Joshua Urry | June 2023 | Read Time: 1 minute

As digital pathology for primary diagnosis expands across the world, artificial intelligence (AI) promises to drive key benefits from digital transformation—the primary benefits being increased diagnostic accuracy and pathologist efficiency. Ibex Medical Analytics’ Galen suite of AI solutions provides algorithms to assist pathologists with the identification and grading of cancer regions as well as provides various other decision support tools in digital pathology. This report validates customers’ experiences with this program.

Nym Medical Coding Engine 2023:
Automating the Medical Coding Process Through Clinical Language Understanding Technology

Authored by: Mac Boyter , Josh Naegle , Taelin Bryan | June 2023 | Read Time: 1 minute

Interest in autonomous coding solutions is growing as healthcare organizations seek to ease staffing shortages and improve revenue cycle performance. Automated coding simplifies workflows and saves provider organizations time and money. Nym aims to meet market needs by providing a medical coding engine that accurately interprets clinical language and brings automation, speed, and accuracy to the medical billing process. This report offers a look at executive experiences from large-hospital health systems that are using Nym’s medical coding engine.

Navina 2023:
Driving Outcomes through an AI-Powered Workflow Solution

Authored by: Stephen Bitteker , Josh Naegle , Taelin Bryan | June 2023 | Read Time: 1 minute

The transition to value-based care has increased the need for accurate intelligence and documentation. Organizations also need solutions that drive clinical and financial outcomes amid clinician burnout, understaffing, and stretched financial resources. Through their AI-powered workflow solution, Navina aims to address these market challenges by restructuring disorganized data into an intuitive patient portrait. This report evaluates customers’ experiences with Navina.

TigerConnect Physician Scheduling 2023:
Streamlined Cloud-Based Organizational Scheduling

Authored by: Paul Hess , Jacob Mortensen | June 2023 | Read Time: 1 minute

In recent years, physician scheduling vendors have made great strides in providing scheduling solutions that drive tangible outcomes for provider organizations. This report takes a first look at the customer experience with and overall performance of TigerConnect’s Physician Scheduling solution (formerly Call Scheduler).

Zocdoc 2023:
Helping Providers Acquire New Patients and Helping Patients Self-Schedule through a Cloud-Based Platform

Authored by: Adam Cherrington , Taelin Bryan | June 2023 | Read Time: 1 minute

Given the staffing challenges that persist in today’s healthcare market, provider organizations want tools that generate new business and alleviate their scheduling burden. Additionally, a top priority for patients today is the ability to self-schedule online. Zocdoc aims to meet the current needs of both provider organizations and patients through a cloud-based booking platform. This report examines customer experience and satisfaction with Zocdoc’s platform.

Relatient Dash Schedule 2023:
Streamlining Patient Bookings

Authored by: Adam Cherrington , Josh Naegle , Taelin Bryan | June 2023 | Read Time: 1 minute

With increasing demand for better healthcare services, organizations need ways to improve a major pain point along the care journey: patient scheduling. Organizations need solutions that improve patient outcomes, increase efficiency, and streamline workflows. Patients want an improved experience through timely, convenient access to care. Relatient Dash Schedule aims to meet the scheduling needs of both patients and organizations, and this report offers a first look at provider customers’ experiences.

Qualifacts InSync Behavioral Health EHR 2023:
Providing Options in a Fraught Market

Authored by: Tyson Blauer , Jacob Mortensen | June 2023 | Read Time: 1 minute

Organizations using behavioral health EHRs report some of the lowest satisfaction scores of any KLAS-measured market segment. Healthcare organizations are eager to find solutions that meet their needs and the needs of their patients. This report offers a first look at customers’ experiences with Qualifacts’ InSync Behavioral Health EHR.

Iris Telehealth Telepsychiatry Services 2023:
Helping Healthcare Organizations Expand and Optimize Behavioral Health Care Delivery across the Continuum

Authored by: Mike Smith , Josh Naegle , Joshua Urry | June 2023 | Read Time: 1 minute

It can be challenging for healthcare organizations to provide timely access to quality behavioral healthcare across the continuum of care. This can result in patient and provider dissatisfaction and poor patient outcomes. Iris Telehealth seeks to address these challenges with their care models backed by a Joint Commission accredited behavioral health medical group. This report examines the experience of clients who utilize Iris Telehealth on a large scale across their organization.

ServiceNow in Healthcare 2023:
How Healthcare Organizations Are Automating Workflows

Authored by: Mike Smith , Sam Eaquinto | June 2023 | Read Time: 9 minutes

Margins are tight for many healthcare organizations due to factors like inflation, high costs for labor and materials, fewer high-margin procedures, and staffing shortages. As a result, the demand for automated workflows is growing. This report is KLAS’ first comprehensive look at ServiceNow, a cross-industry vendor that offers automated workflows. Drawing from 17 healthcare organizations’ insights, the following pages share how ServiceNow is being used and what the customer experience is like.

Outsourced Coding 2023:
Which Firms Best Meet Client Needs in a Changing Economic Landscape?

Authored by: Gordon Bishop , Alex McIntosh , Shawn Howell | June 2023 | Read Time: 7 minutes

Amid the healthcare industry’s ongoing staffing shortages, many healthcare organizations are turning to external firms for outsourced coding services. These firms can provide valuable coding expertise and help control coding-related costs. This report aims to help organizations choose the right firm for their needs—detailing firms’ ability to deliver value, exceed client expectations, maintain consistent staff and high coding quality, and partner with their clients.

Viveka Health Benefits Administration Platform 2023:
Improving Benefits Management with a Modern, Multifunctional Solution

Authored by: Joe VanDeGraaff , Jacob Brown | June 2023 | Read Time: 1 minute

The complexity of benefits administration can draw focus away from improving health and wellness opportunities for health plan participants. Viveka Health’s benefits administration solution aims to help by integrating all functionality required to administer benefits into one comprehensive platform, allowing payers to communicate, manage claims, and analyze data all in one place. This report explores the experiences of six unique Viveka Health customers and their satisfaction with the platform.

Qventus Solutions 2023:
Achieving Operational Improvements through AI, Machine Learning, and Behavioral Science

Authored by: Niel Oscarson , Josh Naegle , Braden Taylor | June 2023 | Read Time: 1 minute

Qventus Solutions aims to help healthcare organizations create and sustain operational improvements related to patient throughput and capacity optimization management. Qventus addresses operational issues and opportunities through automation, AI/machine learning (ML), and predictive analytics. Depending on organizational needs, the Qventus system can be implemented in perioperative, inpatient, emergency department, and/or command center settings. This report examines customers’ experiences and satisfaction with Qventus.

Population Health Vendor Overview 2023:
Matching Vendor Capabilities to PHM Needs

Authored by: Bradley Hunter , Paul Warburton , Andy Paulsen | June 2023 | Read Time: 6 minutes

As more healthcare organizations start to leverage population health management (PHM) technology in their journey toward offering value-based care, they are sometimes uncertain about how well vendors can fulfill their unique needs, as PHM programs vary in breadth and complexity. This report—a follow-up to KLAS’ 2021 report—provides an overview of several PHM offerings to help readers understand (1) what types of organizations typically use the solutions, (2) what the customer experience is like, (3) which solutions see the most market energy and why, (4) which vendors facilitate value-based contract revenue, and (5) how broadly PHM capabilities are adopted.

Note: Although there are six PHM pillars, one pillar—patient engagement—is not covered in this report (view the KLAS website for more information on this pillar).

Purchasing Guide for Selecting an On-Site or Near-Site Health Center Manager

Authored by: Joe VanDeGraaff , Ruirui Sun | June 2023 | Read Time: 6 minutes

In response to the high and variable costs of local health care providers and the challenges associated with finding timely access to quality care, many employers (public and private) and unions are offering health centers on-site, near-site, or shared with nearby companies to better address the health care needs of covered employees and their dependents.

This report is a collaborative effort by KLAS Research and the National Association of Worksite Health Centers (NAWHC) aimed at offering guidance on the essential factors to consider when selecting a vendor to manage a worksite center. This guidance is applicable even when a third-party agency, such as a broker, is involved in the process. Best practices below come from KLAS and NAWHC research, including insights from employers and unions who have implemented health centers.

Clinical Documentation Integrity 2023:
Who Is Successfully Partnering with Customers to Drive Efficiency and Outcomes?

Authored by: Mac Boyter , Jennifer Hickenlooper , Tyler Sycamore | June 2023 | Read Time: 6 minutes

For many healthcare organizations, the need to improve clinician satisfaction and effectiveness is top of mind. To help with that goal, those using clinical documentation integrity (CDI) solutions are looking to their vendor partners for innovation to aid in increased documentation efficiencies. This report provides a look at the performance of CDI vendors, focusing on key elements that drive customer satisfaction such as vendor relationships, driven outcomes, and reporting capabilities.

Clearway Health Pharmacy Consulting Services 2023:
Enabling Specialty Pharmacy Programs through Comprehensive Service Partnerships

Authored by: Jackson Tate , Josh Naegle , Jacob Brown | June 2023 | Read Time: 1 minute

By building and administering their own specialty pharmacy programs, US hospitals and health systems can increase revenue and improve clinical outcomes. Clearway Health aims to provide needed expertise and resources to enable any hospital organization to build and run a specialty pharmacy program. This report offers a first look at the experiences of clients who have engaged these services from Clearway Health.

athenahealth Gamify 2023:
RCM Optimization through Gamification

Authored by: Coray Tate , Kyle Chilton | June 2023 | Read Time: 1 minute

Healthcare organizations are constantly looking for ways to improve productivity and achieve greater financial outcomes, and gamification is a recent trend that can help organizations gain better efficiency. athenahealth Gamify infuses game concepts and a rewards system into daily tasks with the objective of improving productivity. This case study examines early feedback from the two customers who are live with athenahealth Gamify.

Oncology 2023:
Market Dynamics Shifting for Medical and Radiation Oncology Information Systems

Authored by: Monique Rasband , Sidney Tate , Spencer Corbett | June 2023 | Read Time: 6 minutes

The market for both medical and radiation oncology EMRs is shifting. For medical oncology, many previously independent oncology practices and cancer centers have been consolidated into larger health systems, leading to the adoption of medical oncology modules from acute care EMR vendors—a trend that is set to continue. Additionally, customer satisfaction in the radiation oncology market has shifted in recent years as the two primary vendors have competed for each other’s customers. Leveraging the perspectives of 158 organizations, this report explores the performance of medical and radiation oncology EMR vendors to see which are meeting customer needs and which are falling behind.

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

Authored by: Schafer Jackson , Ciera Walker | May 2023 | Read Time: 6 minutes

Remote patient monitoring (RPM) has demonstrated promising outcomes^†—including earlier intervention and reduced utilization, outcomes that are critical in value-based care arrangements. The options for RPM are rapidly evolving, with many factors for healthcare organizations to consider. Reimbursement is an ongoing question, with some healthcare organizations feeling they can’t rely solely on reimbursement from CPT codes. Integration—with both the EMR and monitoring devices—is also vitally important to maintaining an RPM program’s viability. Additionally, RPM can require additional staff, though many vendors offer services to help alleviate this burden. Given all the factors at play, some healthcare organizations are starting with small pilots, testing to see which technology works. This report explores the customer experience with RPM technology in several key areas, including partnership, innovation, ease of use, and integration.

† See KLAS’ 2022 RPM report for more details on the outcomes organizations are achieving and how they financially support their RPM programs.

Computer-Assisted Coding 2023:
Which Vendors Are Providing Needed Outcomes and Value?

Authored by: Mac Boyter , Alex McIntosh , Tyler Sycamore | May 2023 | Read Time: 6 minutes

Amid staffing challenges and revenue shortfalls, healthcare organizations feel pressure to provide documentation strategies that cut costs by increasing automation while still maintaining high accuracy. Computer-assisted coding (CAC) solutions are one strategy used to meet those needs. This report explores customer perceptions of CAC vendors’ support and service and their solutions’ ability to be accurate, perform well across departments, and improve coder productivity.

Hallmarks of High-Performing Companies 2023:
The Importance of Keeping All Promises

Authored by: Emily Paxman | May 2023 | Read Time: 7 minutes

HIT vendors consistently strive to live up to their customers’ expectations, and KLAS data shows that most vendors successfully keep all their promises. But in the last year, one in four healthcare organizations interviewed by KLAS report their vendor does not keep all promises. This report highlights where broken promises most often occur, the impact of broken promises on provider organizations, and how both organizations and vendors can ensure promises are kept, fostering better vendor/client trust and ultimately better patient care.

Interactive Patient Systems 2023:
Who Is Leading the Way toward the Digital Patient Room of the Future?

Authored by: Adam Cherrington , Dan Czech , Spencer Snyder | May 2023 | Read Time: 8 minutes

The digital transformation of healthcare has innovated the way patients receive care; this is especially evident in the emergence of digital patient rooms, which use technology to improve personalization, accuracy, and overall experience for patients and providers within the hospital. When properly developed, these digital patient rooms can also ease the staffing challenges many healthcare organizations face today. While vendors in the interactive patient systems space have traditionally focused on and still provide education and entertainment technology in the patient room, this report focuses on advanced digital patient room capabilities offered by these vendors by examining (1) which solutions have the broadest adoption across these advanced capabilities, (2) which solutions are viewed as most complete, and (3) what outcomes deep adopters are achieving.

Payer Care Management 2023:
How Do Vendors Perform as Use Cases Expand?

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper , Ruirui Sun | May 2023 | Read Time: 20 minutes

Over time, care management vendors have developed new functionalities that have allowed payer organizations to move beyond traditional use cases (e.g., case management and utilization management) into emerging use cases (e.g., behavioral health, automated prior authorization). Care management solutions are in an already low-performing market with persistent integration and functionality challenges, and with these emerging use cases, customers have a renewed need for strong engagement and support from vendors. This report examines which vendors are providing strong customer relationships, delivering innovative product functionality, and facilitating adoption and long-term customer loyalty.

Olah Enterprise Archiving Solution 2023:
Building Strong Partnerships for Flexible Archiving and Meaningful Data

Authored by: Tyson Blauer , Jacob Mortensen | May 2023 | Read Time: 1 minute

Allowing organizations to archive and access historical data from retired legacy software, data archiving solutions continue to be in high demand. This report takes a first look at the customer experience with Olah Enterprise Archiving Solution, the solution’s performance in a variety of use cases, and key functionality adoption among customers.

Steer Health 2023:
Engaging Patients across Multiple Stages of Care

Authored by: Adam Cherrington , Taelin Bryan | April 2023 | Read Time: 1 minute

In today’s healthcare market, patient engagement tools are in high demand. Steer Health’s patient experience and growth platform aims to orchestrate digital patient journeys across all stages of care for personalized and automated digital patient experiences. The product’s intended outcomes include driving practice growth and improving patient satisfaction. This report examines the experiences of early adopters of the Steer Health platform.

Capacity Optimization Management 2023:
What Benefits Are Organizations Seeing?

Authored by: Niel Oscarson , Jennifer Hickenlooper , Marcus Hadfield | April 2023 | Read Time: 5 minutes

Operational limitations—such as staffing shortages, variable patient flow, and poor visibility into resource availability—can make it difficult for healthcare organizations to effectively manage their capacity, leading to volatile workloads that see resources either under- or overutilized. Some organizations are using capacity optimization management technology, which includes artificial intelligence (AI) and machine learning (ML), to collect data that can improve resource management, especially regarding the utilization of scarce assets like operating rooms, inpatient beds, and infusion centers. This report—KLAS’ first to focus on capacity optimization management—shares what technology is being used and what outcomes it is driving for customers.

Patient Financial Engagement 2023:
A High-Performing Market, though No One-Size-Fits-All Option

Authored by: Gordon Bishop , Alex McIntosh , Tyler Sycamore | April 2023 | Read Time: 10 minutes

Patient financial engagement solutions help healthcare organizations deliver a more consumer-oriented experience and support patients’ financial needs. Patients are more likely to have a satisfactory healthcare experience when they have a strong understanding of their cost of care. This report examines customer satisfaction with patient financial engagement solutions—including functionality, integration, and the overall impact on patients.

Healthfuse Revenue Cycle Vendor Management 2023:
Effectively Managing Vendor Partnerships to Improve Collections Performance and Reduce Cost

Authored by: Mollie Hunt , Braden Taylor | April 2023 | Read Time: 1 minute

Managing a diverse portfolio of revenue cycle vendors and ensuring performance expectations are being met can be overwhelming for healthcare organizations. The revenue cycle vendor management solution from Healthfuse aims to help healthcare organizations get the most out of their vendor partnerships. This report specifically examines the experience of clients using Healthfuse’s full suite, which features a platform of applications and dedicated consultants focused on improving vendor performance.

Rhino Health 2023:
Facilitating the Creation of Healthcare AI Models via Edge Computing & Federated Learning

Authored by: Ryan Pretnik , Josh Naegle , Jacob Brown | April 2023 | Read Time: 1 minute

Large, relevant data sets are very beneficial to building and training AI models, but data custodians’ desire to protect patient privacy and the privacy laws surrounding healthcare prevent easy access to robust data for healthcare innovators. Rhino Health’s edge computing and federated learning platform allows developers to use decentralized, encrypted data that sits behind custodian firewalls. This report offers an initial look at the experiences of healthcare professionals using the Rhino Health platform.

The Appian Platform for Process Automation 2023:
Utilizing Low-Code Technology to Design, Automate, and Optimize Processes

Authored by: Mollie Hunt , Braden Taylor | April 2023 | Read Time: 1 minute

Healthcare organizations continue to search for ways to automate processes to better optimize time and resources. Appian’s low-code platform helps organizations develop applications and workflows unique to their institution without needing extensive coding knowledge or starting from scratch. The platform combines custom development with visual development tools to reduce the need to write code while still delivering meaningful applications and workflows. This report examines customer experiences with Appian’s low-code platform.

Digital Transformation Consulting 2023:
Transforming the Consumer Healthcare Experience

Authored by: Warren Whitford , Dan Czech , Robbie Bullough | April 2023 | Read Time: 11 minutes

Healthcare organizations have been moving toward digital transformation for over a decade, and the COVID-19 pandemic, increased consumerism, and shrinking margins have furthered this momentum. Many forward-thinking organizations are embracing technology-led transformation and positioning themselves as leaders in the new digital health race, and the rest can’t afford to be left behind. In KLAS’ Healthcare Consulting and Services 2021 report, consumer engagement was the emerging challenge most often reported. Many organizations are engaging with consulting firms to improve their digital health capabilities and ultimately the consumer experience. Within the last year, KLAS has published a series of First Look reports evaluating client experiences with digital transformation consulting firms. This report takes a comprehensive look at these and other firms and also provides an overview of the digital transformation consulting market.

Telehealth 2023:
Integration and Consolidation Drive Telehealth Strategies (A Decision Insights Report)

Authored by: Schafer Jackson , Ciera Walker | April 2023 | Read Time: 27 minutes

An immediate necessity during the pandemic, telehealth has become a common strategy for delivering convenient healthcare, connecting more quickly with specialists, working with interpreters, and more. As organizations settle into their go-forward strategies, top of mind are use-case expansion, tech-stack consolidation, and integration. There are many options for delivering telehealth, including virtual care platforms, video conferencing solutions (healthcare-focused and cross-industry), and EMR-based tools. This report focuses on market trends across the solution options and examines the factors driving purchase decisions and replacements.

Points of Light 2023 Case Study 25:
Streamlining Prior Authorizations for Cardiovascular Patients via a Utilization Management Portal

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Diagnosing patients that present with cardiovascular symptoms can be a lengthy process, involving multiple providers and progressive testing that may end up being duplicative or unnecessary. This process is costly and delays patient access to treatment. To address these issues, the collaborators in this case study adopted a utilization management portal that helps providers identify the correct evidence-based care paths and streamlines the prior authorization process for cardiovascular testing and treatments. Achieved outcomes include fewer denials, fewer peer-to-peer reviews, and decreased turnaround times for authorization decisions.

Points of Light 2023 Case Study 24:
Simplifying the Prior Authorization Process through Automation

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Manual prior authorization workflows are time consuming and costly for payer and provider organizations and can delay patient access to care. To increase provider visibility into which services require prior authorization and to bring automation to the submission and decision processes, the collaborators in this case study worked together to develop a more automated, self-service solution that allows providers to determine whether a given service requires prior authorization, submit a request, and receive a determination, all within their EMR workflow. The technology has improved efficiency, reduced denials, and increased revenue.

Points of Light 2023 Case Study 23:
Improving Equity in Healthcare Access through Improved Data Exchange

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Poor interoperability between payers and providers negatively impacts many areas, including care quality, administrative workload, and documentation for regulatory requirements. With a shared goal of improving care for all patients, the collaborators in this case study worked together to automate the data exchange process and make it easier for providers to identify and close care gaps. This improved interoperability has increased preventive care, improved quality measure performance, and enabled providers to better address patient needs at the point of care.

Points of Light 2023 Case Study 22:
Improving Payer Access to Timely, Accurate Patient-Encounter Data

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Lack of access to timely patient-encounter data can prevent payer organizations from being able to identify and close care gaps and accurately report to regulators. The stakeholders in this collaboration partnered to improve payer access by automating the sending of encounter data on a daily basis. The outcomes include reduced workloads, improved patient care, and improved accuracy of regulatory submissions.

Points of Light 2023 Case Study 21:
Improving Patient Outcomes and Coding Accuracy by Incentivizing Non-Provider Staff

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

The collaborators in this case study noted that some patient populations were completing preventive annual health assessments at lower levels than other populations. To address this disparity and help clinics close care gaps at the point of care, the collaborators implemented a program aimed at incentivizing frontline staff and physicians on a monthly basis for time spent addressing open care gaps. As a result of the program, the participants have seen improved gap closure, improved performance in quality measures, improved coding accuracy, and higher staff morale and engagement.

Points of Light 2023 Case Study 20:
Leveraging Physician-Led VBC Model to Deliver Lower Costs and High-Quality Care

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Inpatient treatment for high-risk cardiovascular patients comes with a significant cost for patients, providers, and payers. Costs are lower and outcomes are better when the care for these patients is effectively managed outside the hospital. To achieve this, the collaborators in this case study combined payer and provider data to better predict costs and patient outcomes and then established a bundled payment contract that reduces the costs of caring for patients with high-risk cardiovascular diseases while ensuring they receive the care appropriate for their condition. Outcomes include reduced hospitalization and lower costs.

EY Digital Transformation Consulting 2023:
Providing Clarity and Modern Results via Digital Initiatives

Authored by: Warren Whitford , Joshua Urry | April 2023 | Read Time: 1 minute

Provider and payer organizations are increasingly concerned about digital strategies that can affect operations and patient care. By engaging with consulting firms to define needs and develop digital road maps, organizations can plan, manage, and improve their digital capabilities and, ultimately, the consumer experience. This report evaluates the experiences of healthcare organizations that have engaged EY for digital transformation work.

Points of Light 2023 Case Study 19:
Improving Patient Access to Medication by Automating Prior Authorization Process

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

The lack of an efficient, standardized process for submitting prior authorization requests for medications was creating administrative burden for the provider and payer organizations in this case study and in some cases delaying patient access to prescribed medications. The collaborators worked with their technology partner to automate data sharing, increase provider visibility into medication coverage, and standardize the submission process for prior authorization. The changes have reduced the workload for the payer and provider organizations and enabled patients to more quickly access their medications.

Points of Light 2023 Case Study 18:
Streamlining the Exchange of Supplemental Data

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

To be successful in value-based contracts, payer and provider organizations need a complete view of patient data that allows them to accurately assess patient risk. However, extracting this data from the EMR and sending it to the payer is often a manual, labor-intensive process for the healthcare organization, while processing all that data to find the relevant information is equally burdensome for the payer organization. The collaborators in this case study automated the process, leading to increased efficiency and more accurate quality and risk adjustment submissions.

Points of Light 2023 Case Study 17:
Improving Medication Adherence among High-Risk Populations

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Vulnerable and underserved populations face a variety of barriers that can make it difficult for them to adhere to their prescribed medication regimens, and the impacts of non-adherence—in terms of health outcomes and costs—can be severe. Low medication adherence was a particular problem for the healthcare organization in this case study, whose patient population covers one of the most vulnerable and underserved zip codes in the country. To encourage better adherence among high-risk individuals, this organization collaborated with a payer organization and value-based care partner to identify patients in need of additional support and help resolve their barriers to adherence. Results include better health outcomes and higher CMS Star ratings.

Points of Light 2023 Case Study 16:
Automating the Exchange of Clinical Data

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Historically, the payer organization in this collaboration lacked easy, real-time access to their members’ complete clinical data, not just claims-specific information from the EMR, and had to request this information from the healthcare organization in order to inform their HEDIS quality measures and NCQA submissions. To reduce the administrative burden for both organizations, the collaborators in this case study implemented ELLKAY’s Clinical Data Exchange technology to automate the exchange of clinical data, resulting in faster release of information, improved data security, and more accurate quality measure submissions, contributing to increased revenue for both organizations.

Points of Light 2023 Case Study 15:
Aggregating Clinical and Claims Data to Create a Unified Patient Record

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Patient data often exists in silos, leaving healthcare organizations with poor visibility into care given at other facilities and preventing payer organizations from being able to access a full view of their members’ clinical history. To give both parties a more robust clinical picture of each patient’s care journey, the collaborators in this case study invested in technology to map non-standardized CCD data into one unified medical record that gives both the payer and the provider the ability to track patients across settings and over time. The project has streamlined data-exchange processes and improved performance in quality measures.

Points of Light 2023 Case Study 14:
Leveraging HL7 FHIR Interoperability Standards to Automate Prior Authorizations

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Managing the prior authorization process is a labor-intensive undertaking that requires significant resources from both provider and payer organizations. This manual process can delay patient access to care and potentially lead to serious adverse events. Beginning with a small pilot, the collaborators in this case study worked with their technology partner to automate the submission of authorization requests from the EMR (including all necessary clinical information) and receive decisions in near real time. The new process has eliminated manual processes, reduced patient wait times, and eased the administrative burden.

Points of Light 2023 Case Study 13:
Automating Prior Authorization Determinations with AI

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

The prior authorization process can be a frustrating experience for all involved—patients, payers, and providers. The collaborators in this case study utilized AI technology to automate tasks at every step of the process—from submission to final decision. Regular communication between the collaborators helped make the implementation successful, and reported results include less manual work for the payer and provider organizations, faster authorization decisions (and thus faster access to care), and fewer denials.

Points of Light 2023 Case Study 12:
Improving Patient Understanding of Financial Responsibility by Simplifying the Payment Experience

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Attempting to interpret a medical bill can be a frustrating experience for even the most informed patients, and the collaborators in this case study knew that this systemic problem could be solved only through a joint effort. The partners integrated billing information from the provider organization with claims, HSA, and EOB data into one platform. The platform provides patients/members with more transparency related to their financial responsibility and gives them options for immediate payment or, if needed, helps them select a payment plan. User satisfaction with the system is nearly 90%, and patient-responsibility payments have increased.

Points of Light 2023 Case Study 11:
Using Deviceless RPM to Improve Care Management and Reduce Readmissions

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Hoping to provide improved care management for individuals with high-risk chronic conditions, the collaborators in this case study launched a program aimed at providing deviceless remote patient monitoring for recently discharged individuals with hypertension, COPD, or congestive heart failure. If patient-entered data is outside the normal thresholds, virtual care navigators receive real-time alerts and can intervene to prevent the patient’s condition from deteriorating. Outcomes include reduced ED visits and readmissions as well as lower costs.

Points of Light 2023 Case Study 10:
Modernizing Interoperability to Improve Data Exchange across the Care Continuum

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Having an incomplete view of their patients’ or members’ health journey is a challenge that payer and provider organizations share. To modernize interoperability and improve data exchange for both parties, the collaborators in this case study designed, developed, and implemented a software solution that bidirectionally exchanges accurate, up-to-date information on patient risk scores, medication adherence, and care gaps, making this information available within the EMR workflow. The automation has improved patient care and satisfaction and reduced the administrative burden for both the payer and provider.

Points of Light 2023 Case Study 9:
Speeding Up Prior Authorization Workflows Using Automated Communication

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Submitting and following up on requests for prior authorization is often a manual, time-consuming process, creating administrative burden for both payer and provider organizations and potentially delaying needed care for patients. The stakeholders in this collaboration worked to streamline the process by automating the submission and follow-up for authorization requests, enabling providers to complete these tasks from within their EMR workflow. Results include faster turnaround times, reduced administrative workload, and fewer denials.

Points of Light 2023 Case Study 8:
Using Real-Time Care Alerts to Improve PCP Visibility of Inpatient Data

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Follow-up from a primary care physician (PCP) can be critical for successful outcomes for patients who have recently been admitted or discharged from the hospital or visited the ED. However, PCPs often lack visibility into their patients’ inpatient and ED care data, preventing them from closing these care gaps. After receiving feedback about this challenge from PCPs, the payer organization in this collaboration proposed embedding care alerts directly into providers’ workflows, enabling them to reduce readmissions, ED visits, and the administrative burden for provider organizations.

Points of Light 2023 Case Study 7:
Supporting Value-Based Care Initiatives with Cost and Utilization Data

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

The provider and payer organizations in this collaboration recognized that progress in their population health and value-based care initiatives would not be possible without each organization having access to comprehensive patient and member data. Embracing their shared goal of enabling better managed care, the organizations worked with their technology partner to aggregate claims and clinical data and utilize analytics to gain insights into cost, utilization, quality, network, and performance metrics.

Points of Light 2023 Case Study 6:
Using API and RPA Technology to Optimize Claims Monitoring

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

To reduce the manual work associated with claims monitoring, the partners in this case study collaborated to combine API technology from the payer with robotic process automation (RPA) technology from Waystar. Claims statuses are then normalized and delivered directly into the healthcare organization’s EMR workflows, resulting in greater claims visibility and a reduced administrative burden for all parties. As a result of this collaboration, the healthcare organization has also seen reduced denials and faster payment collection.

Points of Light 2023 Case Study 5:
Streamlining Utilization Review by Sharing Real-Time Clinical Data

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

A lack of interoperability was preventing the collaborators in this case study from being able to have a shared, comprehensive clinical view of a patient’s health status, resulting in preemptive claims denials and administrative churn. By implementing a shared utilization review platform backed by AI and predictive analytics, they were able to reduce manual work and improve efficiency for both sides. While gaining buy-in was initially a hurdle, the project’s outcomes have proven its value.

Points of Light 2023 Case Study 4:
Combining Payer and Provider Intelligence by Incorporating Claims Data at the Point of Care

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Claims data from payer organizations can give providers a more comprehensive view of a patient’s clinical history and thereby improve the quality of care they are able to deliver. Yet incorporating this information at the point of care can be expensive and challenging. To tackle this problem, the collaborators in this project worked to map the payer organization’s claims data so that it could be incorporated into provider workflows in real time at the point of care.

Points of Light 2023 Case Study 3:
Enabling Bidirectional Data Sharing to Reduce Record Requests for Managed Care Audits

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

To meet CMS requirements for the submission of risk adjustment data and ensure they are being fully reimbursed by CMS, payer organizations need increasingly specific coding information, and these requests for information can put undo administrative burdens on provider organizations. Seeking to increase the payer organization’s access to needed information without increasing the provider organization’s workload, the collaborators in this case study established an API that enables an automated, standardized retrieval process for records that the payer organization needs in order to complete managed care audits.

Implementation Benchmarks 2023:
Common Implementation Challenges for Provider Organizations

Authored by: Ryan Oliver , Alex McIntosh , Andy Paulsen | April 2023 | Read Time: 6 minutes

The success or failure of an implementation can significantly affect provider organizations’ ongoing product and job satisfaction—data from KLAS’ “The Power of Strong Implementations” shows that about half of all respondents say their implementations had room for improvement and that negative feelings about the new solution can linger for up to a year after go-live. Provider organizations also state these challenges are worsened by the fact that they often underestimate the time and effort needed to successfully implement a solution. Vendors have to balance meeting customer needs and setting best-practice standards, and provider organizations need to both receive consistent vendor guidance and proactively take project ownership. For this Landmark Insights report, KLAS talked to 180 respondents from 113 unique provider organizations who are implementing or recently implemented a solution about common difficulties that occur throughout the process.

Points of Light 2023 Case Study 2:
Improving the Speed and Transparency of Authorizations through FHIR API–Enabled Data Sharing

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Prior authorizations for referrals and clinical procedures are widely acknowledged as a significant pain point for all involved parties—payers, providers, and patients. Using implementation guides from HL7’s Da Vinci Project, the collaborators in this case study created bidirectional data exchange through a FHIR API that enables an automated, in-workflow authorization process. The pilot use cases have been successful, achieving improved efficiency, reduced costs, and—most critically—more timely care and improved patient outcomes.

Points of Light 2023 Case Study 1:
Simplifying the Administrative Process through Shared Clinical Data

Authored by: Boyd Stewart , Aurene Wilford | April 2023 | Read Time: 1 minute

Seeking to ease the administrative burden created for both sides by manual denial and prior authorization processes, the collaborators in this case study first identified common pain points and then established shared goals. One of their initial projects was to reduce the need for Payer Organization 1’s clinicians to request additional information from Healthcare Organization 1 during claims review. To accomplish this, they utilized the Clinical Document Exchange within Epic Payer Platform to give the clinicians in-workflow access to members’ clinical data. The results have been improved efficiency, a significant reduction in denials, and a more trusting relationship.

Patient Financing Services 2023:
A Winning Formula for Patients and Provider Organizations

Authored by: Mac Boyter , Alex McIntosh , Tyler Sycamore | April 2023 | Read Time: 6 minutes

Patients face many difficulties when paying for healthcare services due to the cost of care as well as increasingly high deductibles and co-pays. The majority of hospitals offer payment plans that last an average of six months, and the limited time frames lead to higher rates of bad debt. Patient financing services firms provide flexible, long-term payment plans (i.e., longer than six months) that can generate increased revenue for provider organizations and improve the patient experience. This report is KLAS’ first to focus on patient financing services, the associated successes and challenges, and clients’ perspectives of their firms.

CodaMetrix Autonomous Coding 2023:
Reducing Manual Coding Volumes through Automation and Machine Learning

Authored by: Mac Boyter , Braden Taylor | April 2023 | Read Time: 1 minute

Energy around autonomous coding solutions continues to rise as healthcare organizations pursue opportunities to enhance revenue cycle performance and ease staffing shortages. The CodaMetrix autonomous coding solution—referred to as CMX—is a multispecialty coding platform that utilizes AI and machine learning to relieve manual coding processes and enhance coding quality. Current specialty areas include radiology, pathology, GI special procedures, and inpatient professional. This report explores the experience of CodaMetrix customers and their satisfaction with the solution.

Eligibility & Enrollment Services 2023:
An Initial Look at Client Satisfaction

Authored by: Mollie Hunt , Jonathan Christensen , Shawn Howell | April 2023 | Read Time: 6 minutes

Amid rising healthcare costs and a challenging labor market, healthcare organizations face more pressure than ever to collect every dollar possible—leading them to utilize outsourced eligibility and enrollment services to help uninsured patients receive coverage. Healthcare organizations engage these services primarily to gain outside expertise regarding government regulations and programs and changes to eligibility requirements. This report—KLAS’ first to measure client satisfaction with firms that provide eligibility and enrollment services—explores how well these firms drive value, foster partnership, inspire loyalty, and maintain quality for their clients in a challenging landscape.

TruBridge Extended Business Office 2023:
Driving Revenue Outcomes through Accommodating Partnerships

Authored by: Tyson Blauer , Jacob Mortensen | March 2023 | Read Time: 1 minute

With labor shortages, slimmer budgets, and higher costs, more and more healthcare organizations are turning to services firms to fill business office gaps and meet revenue cycle needs. This report looks at the client experience with TruBridge’s extended business office services. Feedback comes from TruBridge clients as well as acquired HRG clients.

Current Health 2023:
Enterprise Care at Home—Moving the Healthcare Market Forward

Authored by: Schafer Jackson , Taelin Bryan | March 2023 | Read Time: 1 minute

With COVID-19 as a catalyst, the healthcare market has been actively moving toward virtual care and remote patient monitoring. In a space with high energy and a multiplicity of solutions, Current Health provides technology and services that enable health systems to deliver care at home. Use cases include acute-level care at home, transitional care, and chronic condition management. This report analyzes the customer experience with Current Health’s platform.

Solarity 2023:
Optimizing Clinical Data Processing and Indexing through Advanced Automation

Authored by: Mac Boyter , Josh Naegle , Braden Taylor | March 2023 | Read Time: 1 minute

Healthcare organizations face the challenge of effectively managing and storing disparate forms of clinical data in a way that makes the information accessible and usable in the EHR. Solarity’s automated platform and services aim to reduce the cost and manual labor related to processing patient data. The platform uses AI to capture and accurately index clinical documentation. This report examines customer satisfaction and experiences with Solarity.

Sparkle 2023:
A Tool Set for Patient Acquisition and Journey Optimization

Authored by: Adam Cherrington , Josh Naegle , Taelin Bryan | March 2023 | Read Time: 1 minute

As healthcare becomes increasingly competitive and patients are inundated with choices during their healthcare journeys, provider organizations are seeking tools that can help patients make informed decisions. Sparkle hopes to provide assistance with their patient acquisition, communication, and onboarding tools. This case study examines early feedback from three customers—which represent two unique organizations—who are live with Sparkle.

FQHC Technology 2023:
Which Vendors Best Meet FQHCs’ Unique Needs?

Authored by: Aaron Gleave , Alex McIntosh | March 2023 | Read Time: 8 minutes

Federally qualified health centers (FQHCs) hold a significant and distinct place in US healthcare by providing low-cost, government-subsidized care to underserved populations. Due to FQHCs’ integrated care model and government ties, it is harder for these organizations to find comprehensive EMR and PM solutions that meet all care setting needs and are also reasonably priced. This report is KLAS’ first look at HIT vendors who deliver needed functionality and reporting at a price point FQHCs can afford; additionally, the report examines how well these vendors help FQHCs achieve an integrated care model, their organizational mission, and integration with affiliated and non-affiliated hospitals.

Approaches to Moving Epic in the Cloud 2023:
Which Public Cloud Providers Are Early Movers Considering?

Authored by: Mike Smith , Emily Paxman | March 2023 | Read Time: 6 minutes

The benefits of public cloud are promising, as many Amazon Web Services (AWS) and Microsoft customers (both provider organizations and vendors) have noted in previous KLAS research. The first health systems using a public hyperscale cloud provider (e.g., AWS, Google Cloud Platform, Microsoft Azure) to support their EHR environment in the cloud have begun to go live, and interest in this approach is gaining momentum, particularly among Epic organizations. Most who are pursuing this path are just beginning their journey, but some are actively selecting their public cloud provider and planning next steps. KLAS recently interviewed 10 organizations who are considering moving part or all of their Epic environment to the cloud. This report shares which public cloud providers they are considering, what Epic environments they may move to the cloud, what goals and concerns they have, and what role third-party firms will play in the transition.

Note: Epic reports having 6 customers with their full production environment in the public cloud, 97 customers with their full production environment in Epic’s private cloud, and the rest primarily on-premises.

Oracle Health (Cerner) 2023:
Customer Perceptions of Oracle Health

Authored by: Coray Tate , Alex McIntosh | March 2023 | Read Time: 7 minutes

Cerner, one of the major software vendors in healthcare IT, has gone through significant changes over the last year and a half. In October 2021, they announced a new CEO and introduced RevElate as their go-forward patient accounting platform. Two months later, Oracle announced their intent to acquire Cerner. Customers soon reached out to KLAS, wanting to know about their peers’ experiences with these changes. To gather this information, KLAS has been meeting regularly with leaders from over 20 healthcare organizations. This report shares their transition experience and how it has impacted their confidence in Cerner—now Oracle Health—as their go-forward partner. Customer insights come from three rounds of interviews:

Round 1—March 2022: Customers’ initial thoughts on company changes
Round 2—July 2022: Customers’ perceptions after Oracle Health finalized acquisition of Cerner and announced company vision
Round 3—November 2022: Customers’ impressions after Oracle Cerner Health Conference (OCHC)

Note: For more customer feedback about recent company changes, read the Cerner Flash Insights report and the Cerner Soarian Financials Pulse Check report.

Clearwater IRM|Analysis 2023:
Approaching Risk Assessment Holistically

Authored by: Kaleb Harris , Mason Thorpe | March 2023 | Read Time: 1 minute

Though beneficial, advances in technology put the healthcare industry at greater risk of cyber threats and security breaches. Security agencies like Clearwater offer solutions to identify and fortify weak points in a health system to ensure data and patient safety. This report examines the experiences of healthcare organizations using Clearwater’s IRM|Analysis software.

Orbita 2023:
Improving Patient Engagement through Conversational AI

Authored by: Adam Cherrington , Taelin Bryan | March 2023 | Read Time: 1 minute

Consumer-facing solutions are quickly becoming a healthcare essential because they can facilitate better care quality for patients and improve administrative and operational efficiency for clinicians and staff. Orbita automates patient-provider communications and workflows—before, during, and after care. Further, its virtual assistants and conversational AI are intended to streamline routine tasks and help patients navigate their care journey. This report examines the experience of Orbita customers.

Ambulatory and Enterprise EMR Interoperability 2023:
Are Deep Adopters Close to the Ideal?

Authored by: Coray Tate , Paul Warburton | March 2023 | Read Time: 7 minutes

Interoperability is a continued area of critical focus for the healthcare industry. There is no question that progress is being made, but there is still significant room for improvement. For this report, KLAS talked to vendor-identified deep adopters to take a holistic look at the current state of interoperability in ambulatory and enterprise EMRs and measure how close we are to an ideal state. The results reveal each vendor’s strengths and weaknesses within various areas of interoperability.

Global (Non-US) EMR Benefits 2023:
What Benefits Can You Expect from Your EMR?

Authored by: Everton Santos , Sidney Tate | March 2023 | Read Time: 12 minutes

As electronic medical record (EMR) adoption grows worldwide, healthcare organizations considering this digital transformation all have the same question: what benefits can we really expect to receive from implementing an EMR? KLAS interviewed leaders at 36 non-US healthcare organizations—12 of which are HIMSS Level 6 or 7—to learn about their journey to realizing benefits from an EMR implementation. This white paper summarizes their insights, including what clinical and operational benefits they have seen, when those benefits were realized, and what recommendations they have for peer organizations.

Clinical Documentation Strategies 2023:
Examining Which Options Best Fit Your Needs

Authored by: Mac Boyter , Jennifer Hickenlooper , Tyler Sycamore | March 2023 | Read Time: 6 minutes

For years, documentation has been a pain point that has led to clinician frustration and burnout, but numerous strategies have emerged to ease that burden and enhance patient care. COVID-19 has exacerbated burnout, leading organizations to renew their focus on improving documentation. This report examines physician-facing documentation technology and services (i.e., ambient speech recognition, front-end speech recognition, CAPD, CDI, transcription services, and virtual scribes), how vendors compare in overall scores, and the key performance metrics of value and outcomes.

340B 2023:
Functionality & Pricing Drive Purchase Decisions

Authored by: Jackson Tate , Jennifer Hickenlooper | March 2023 | Read Time: 17 minutes

Purchasing energy in the 340B market has been high in recent years as (1) healthcare organizations have sought to increase savings, particularly in cost centers like pharmacies, and (2) 340B vendors have expanded the types of customers they serve. This report examines 49 recent purchase decisions validated by KLAS between October 2020 and October 2022 to understand why certain vendors are seeing the most purchase energy and who is being replaced. When available, satisfaction data from current customers is also included.

Janus Revenue Cycle Platform 2023:
Optimizing RCM Processes through Operational Intelligence and Automation

Authored by: Mollie Hunt , Braden Taylor | March 2023 | Read Time: 1 minute

Healthcare organizations continue to feel the burden of revenue cycle management (RCM), committing significant resources to collect payments amid rising labor costs, staff turnover, and administrative waste. Janus offers the Janus Platform to help increase and accelerate cash collections, utilizing AI and automation to help organizations understand and optimize RCM workflow processes. This report examines customer satisfaction with the Janus Platform.

Implementation Services for Workday ERP 2023:
Part of a Series on ERP Implementations

Authored by: Kaleb Harris , Jennifer Hickenlooper , Dallin Seely | March 2023 | Read Time: 7 minutes

KLAS’ recent Decision Insights data shows a large number of organizations are purchasing Workday’s enterprise resource planning (ERP) software, and for these organizations, a strong implementation partner is vital. This report examines the firms that provide leadership for implementations of Workday’s ERP suite. (Engagements for implementing other vendors’ ERP solutions are excluded from this research; KLAS plans to publish future research on firms that implement Infor’s and Oracle’s ERP platforms.)

Small-Hospital Patient Accounting 2023:
Meeting the Needs of Smaller Hospitals

Authored by: Coray Tate , Alex McIntosh | March 2023 | Read Time: 8 minutes

Small hospitals are changing their EMRs and patient accounting systems at a greater rate than that of their large-hospital counterparts. Most market selection energy is going to Oracle Health (Cerner), MEDITECH, and Epic; small hospitals also use other vendors like athenahealth, CPSI, and MEDHOST. While many vendors offer viable clinical systems, there are significant differences across the customer experience with patient accounting that should not be overlooked by small hospitals. To help these organizations make more informed decisions, this report examines feedback from small hospitals (≥250 beds) about their patient accounting solutions.

Independent Ambulatory Patient Portals 2023:
Seeking to Empower Patients

Authored by: Coray Tate , Alex McIntosh | February 2023 | Read Time: 8 minutes

Patient portals (tools used by healthcare providers to engage with patients) can greatly influence a patient’s ability to seek and receive care. Since the outbreak of COVID-19, healthcare organizations have become keenly interested in technology that gives patients ownership of their health and enhances office efficiencies. Though KLAS has historically looked at how portals perform in the IDN setting, this report examines the experience of customers in the independent ambulatory space (clinics not owned by a hospital/health system) to share their perspective and help other such organizations understand portals’ impact on patient care.

PracticeSuite Practice Management 2023:
Delivering High Value to Ambulatory Practices

Authored by: Jake Ray , Aaron Gleave , Jacob Mortensen | February 2023 | Read Time: 1 minute

Vendors in the ambulatory space continue to work toward the goal of meeting the diverse and ever-changing needs of provider organizations. This report takes a first look at the PracticeSuite PM solution and how well it delivers to ambulatory practices and uses feedback from both direct provider and MSO customers. The data focuses on customer satisfaction and feature utilization among these customers.

Investor Newsletter February 2023

Authored by: Justin Long , Joshua Harris , Kevin Huang | February 2023 | Read Time: 8 minutes

Monthly overview of recent KLAS insights, upcoming reports, and industry happenings.

National Medical Billing Services Surgical RCM Services 2023:
Delivering RCM Services to a Growing Market

Authored by: Jake Ray , Zen Kennedy , Jacob Mortensen | February 2023 | Read Time: 1 minute

Over the last few years, ambulatory RCM service firms have expanded and gained momentum in the outpatient market as provider organizations’ interest in RCM services has increased. The growth of non-EMR vendors in this space is especially notable. This report looks at National Medical Billing Services’ (NMBS) outsourced, surgery-focused RCM offerings and how satisfied ambulatory surgical centers are with these services.

QuicksortRx 2023:
A Real-Time Pharmacy Decision Support Platform to Decrease Medication Costs

Authored by: Jackson Tate , Jacob Brown | February 2023 | Read Time: 1 minute

Drug procurement is a large expenditure for health systems, and it is often complex and time consuming to optimize spending. QuicksortRx hopes to reduce this burden with their pharmacy decision support platform that aims to use real-time data analysis to lower pharmacy spend efficiently. This report examines the experiences of customers using the QuicksortRx platform.

ERP 2023:
An Update on Cloud Vendors’ Performance

Authored by: Niel Oscarson , Jennifer Hickenlooper , Shawn Howell | February 2023 | Read Time: 12 minutes

With regulatory and financial pressures increasing, many healthcare organizations continue to move to cloud-based enterprise resource planning (ERP) solutions, utilizing them to boost efficiency and provide insights into how business processes can improve. To implement and optimize these solutions, organizations rely on their ERP vendors, who sometimes provide an inconsistent customer experience. This report examines (1) customer adoption across the three ERP pillars—financials, human capital management (HCM), and supply chain management—(2) the performance of enterprise ERP vendors, and (3) customer optimism about how vendors will perform in the future.

Clearstep 2023:
Driving Outcomes through AI Chat-Based Solutions for Triage and Patient Engagement

Authored by: Stephen Bitteker , Josh Naegle , Taelin Bryan | February 2023 | Read Time: 1 minute

Facing staffing challenges and an increasingly consumer-centric market, healthcare organizations need software that drives outcomes like improved care flow and decreased burden on nurse triage lines. This report details customers’ experience with Clearstep, who offers AI chat-based solutions that facilitate triage, in conjunction with other patient engagement–focused digital health platforms.

GAVS Technologies Digital Services 2023:
Handling IT Security, IT Advisory, Technical & Partial IT Outsourcing Services with High-Value Partnerships

Authored by: Everton Santos , Jacob Mortensen | February 2023 | Read Time: 1 minute

GAVS Technologies provides a variety of HIT services, including IT security, IT advisory, technical, and partial IT outsourcing services. This report takes a high-level first look at these professional service offerings as well as the experiences, outcomes, and satisfaction of GAVS’ clients. For this report, KLAS interviewed both US and non-US clients.

Healthjump Interoperability Platform 2023:
Solving the Interoperability Problem for Healthcare Organizations

Authored by: Tyson Blauer , Josh Naegle , Jacob Mortensen | February 2023 | Read Time: 1 minute

The need for reliable information continues to grow, and in order to remain attractive in the market, healthcare IT organizations need interoperability partners to facilitate quick, standardized, and reliable information exchange. This report provides a first look at Healthjump’s interoperability platform by examining satisfaction and feature adoption among vendor customers.

NextGen Behavioral Health Suite 2023:
Providing Behavioral Health Providers with a Comprehensive Solution

Authored by: Aaron Gleave , Kami Ishikawa , Joshua Urry | February 2023 | Read Time: 1 minute

Although behavioral healthcare has unique regulations and processes, there is a need for behavioral care to be closely integrated with physical care. NextGen Healthcare seeks to help customers achieve this with NextGen Behavioral Health Suite, saying they intend to offer quality service and strong integrated care options to customers. To understand the vendor’s performance, this report examines the satisfaction and experience of customers using Behavioral Health Suite.

IT Advisory Services 2023:
What Services Do Firms Offer and How Consistently Do They Perform?

Authored by: Trent Davis , Jonathan Christensen , Doug VanWagenen | February 2023 | Read Time: 7 minutes

In the IT advisory space, many firms perform well, but the breadth of their expertise varies—some firms offer many services, while others focus on a specific area. This report examines the breadth of firms’ validated services as well as client satisfaction and performance consistency. To provide better transparency into IT advisory services, KLAS has broken them into the following four segments: IT planning and assessment, revenue cycle optimization, clinical optimization, and analytics advisory services. Additionally, this report categorizes firms into four groups based on validated engagements:

HealthEdge Source 2023:
Enhancing Payment Integrity

Authored by: Joe VanDeGraaff , Dallin Seely | February 2023 | Read Time: 1 minute

Keeping up with Medicare pricing, making edits, and processing claims can be burdensome for healthcare payers. HealthEdge’s Source product (acquired from Burgess in 2020) is intended to ease these burdens by automating important steps in the claims process, providing biweekly updates around Medicare pricing guidelines, and offering first-pass pricing and editing. This report examines HealthEdge customers’ satisfaction and the outcomes they have achieved with the solution.

Healthwise Patient Education 2023:
Providing Health Education to Improve Health Decisions

Authored by: Adam Cherrington , Josh Naegle , Jacob Brown | February 2023 | Read Time: 1 minute

An individual’s health is heavily affected by their own health literacy. Engagement with quality health education resources can help people stay healthier, help them recognize when they need care, and minimize unnecessary readmissions. This report looks at feedback from healthcare organization customers using Healthwise’s patient education solution, which provides organizations with educational content and the means to engage patients in that content.

Fresenius Kabi Ivenix Infusion System LVP 2023:
A New LVP Aimed at Bringing Infusion Delivery into the Modern Age

Authored by: Jackson Tate , Josh Naegle , Jacob Brown | February 2023 | Read Time: 1 minute

The infusion delivery solution market is mainly dominated by a few large, well-established vendors. Fresenius Kabi’s Ivenix LVP is the newest smart pump to enter the market and is meant to leverage modern technologies to fundamentally improve the infusion delivery experience. This report examines customer experiences from healthcare organizations currently using Fresenius Kabi’s Ivenix Infusion System LVP.

SAP in Healthcare 2023:
A Broad Look at a Cross-Industry Player with a Growing Healthcare Focus

Authored by: Mike Smith , Emily Paxman | January 2023 | Read Time: 10 minutes

SAP is an established name in healthcare and has been measured by KLAS for years in individual market segments (specifically analytics and talent management). This report is a first comprehensive look at the SAP platform and the experiences of customers, particularly those using multiple solutions to execute their financial, staffing, and operational strategies. The following pages share (1) an overview of SAP’s platform; (2) key insights on the overall SAP technology experience, including strengths and opportunities for improvement; and (3) customers’ future plans with SAP.

Infection Control 2023:
How Vendors Are Helping Drive Meaningful Outcomes Post-Pandemic

Authored by: Jackson Tate , Jennifer Hickenlooper , Neil Draper | January 2023 | Read Time: 6 minutes

The infection control market is seeing increased adoption as the pandemic has emphasized the need for infection control solutions. Healthcare organizations have broadened their product’s functionality to adapt to pandemic-related needs, and many are considering best-of-breed offerings and—when available—their EMR vendor’s offering. As organizations evaluate their needs, they are looking to vendors to help drive meaningful outcomes and offer support should another healthcare emergency arise. This report examines the outcomes infection control vendors are helping users achieve, customer satisfaction, and optimism around how well vendors could support organizations in future healthcare emergencies.

Claims Management 2023:
Functionality Top of Mind for Organizations Making Purchase Decisions (A Decision Insights Report)

Authored by: Dustin Cragun , Ciera Walker , Jaren Day | January 2023 | Read Time: 12 minutes

The financial well-being of healthcare organizations is critical, especially given the macroeconomic pressures they face today. Many are looking at claims management and clearinghouse technology to maximize cash collections and reduce administrative burdens. To better understand what factors are influencing purchase decisions and which vendors are seen as capable of driving success, this report examines 24 recent purchase decisions validated by KLAS between February 2020 and November 2022. For additional context, satisfaction data from current customers is also included. It should be noted that the decisions in this report are not a comprehensive representation of all claims management purchase decisions made in the last several years.

Automated Prior Authorization 2023:
What Impact Do Automated Prior Authorization Solutions Provide?

Authored by: Dustin Cragun , Alex McIntosh , Tyler Sycamore | January 2023 | Read Time: 7 minutes

Prior authorization is mandated by payers to ensure that certain clinical procedures and medications being ordered are necessary. To alleviate the heavy administrative burden this requirement causes, healthcare organizations have adopted automated prior authorization solutions. For this report, KLAS interviewed 30 respondents from 26 unique organizations to understand their experiences using these solutions and what outcomes they have seen.

Bluesight CostCheck (formerly Kit Check Bluesight Insights) 2023:
Actionable Insights to Reduce Medication Spend

Authored by: Jackson Tate , Kyle Chilton | January 2023 | Read Time: 1 minute

The Bluesight CostCheck solution (formerly Kit Check Bluesight Insights) assists hospitals and health systems with making intelligent buying decisions by providing real-time market insights. KLAS reported on the product in May 2021, when it was Bluesight Insights and there were six unique customers live. The vendor has expanded the product to 44 fully live facilities at 15 unique organization and implemented several upgrades, including improved reporting and prioritized recommendations. This report provides a second look at how the CostCheck customer experience is progressing through the solution’s growth and changes.

Mergers and Acquisitions 2023:
Vendors Learning to Mitigate Negative Impact

Authored by: Justin Long , Sam Eaquinto | January 2023 | Read Time: 19 minutes

Since KLAS’ last report on M&A activity, there have been several notable vendor mergers and acquisitions affecting the healthcare IT landscape, and many healthcare organizations have needed to navigate the resulting disruptions. This report provides an update on how customer satisfaction has been affected by recent M&A activity and what makes vendors more or less resilient during this type of change. This report includes 26 solutions from 20 different vendors, all of which have been affected by a merger or acquisition in the last few years.

GuardRFID TotGuard Infant Security System (Software & Hardware) 2023:
Using RTLS to Mitigate Risk and Improve Infant Safety

Authored by: Niel Oscarson , Braden Taylor | January 2023 | Read Time: 1 minute

Newborn infants are susceptible to abduction attempts and mother/infant mismatches, presenting healthcare organizations with unique safety and security challenges. GuardRFID offers the TotGuard Infant Security System (software and hardware) to provide a safe environment for families through RTLS. The system utilizes real-time tracking and automated alerts to enable provider organizations to monitor and ensure the safety of infant patients. This report examines customer experiences and satisfaction with the TotGuard system.

Canada EMR Consulting Services 2023:
Which Firms Drive Success throughout the EMR Life Cycle?

Authored by: Trent Davis , Jonathan Christensen , Sidney Tate | January 2023 | Read Time: 5 minutes

The Canadian EMR market has seen steady purchasing activity in recent years, with healthcare organizations (ranging from small standalone hospitals to province-wide entities) making go-forward decisions, particularly in Ontario. This activity will likely continue, as eastern provinces like Quebec and Nova Scotia are in the process of selecting a go-forward solution. To maximize their chances of achieving success with an EMR, many organizations partner with third-party consulting firms, which can assist with various aspects of the EMR life cycle. This report—KLAS’ first to focus on EMR services in Canada—draws from perspectives of 21 Canadian organizations who have engaged firms for EMR services to identify what services these firms have provided to survey respondents and how well client needs have been met across engagement types. The data comes from engagements that occurred between November 2020 and November 2022.

Transitions of Care 2022:
What Are Organizations Using or Considering to Facilitate Effective Care Transitions?

Authored by: Bradley Hunter , Paul Warburton | December 2022 | Read Time: 6 minutes

Inefficient care transitions lead to wasted time and energy, increased risk of human error, and potentially poor experiences for both patients and providers. Despite the industry’s attempts to ensure the right information is sent to the right people at the right time, healthcare organizations must often revert to manual processes for data entry, verification, and communication. Some organizations use or want to use technology to streamline their transitions of care (TOC). This report—KLAS’ first to look at TOC—draws from the perspectives of 95 healthcare leaders across multiple care settings to understand their adoption of care transition technology, the challenges they encounter in their care settings, and the vendors they are considering.

IV Workflow Management 2022:
Functionality Drives Recent Purchases (A Decision Insights Report)

Authored by: Jackson Tate , Jonathan Christensen , Ruirui Sun | December 2022 | Read Time: 10 minutes

Health systems rely on IV workflow management solutions to streamline and improve pharmacy operations. Functionality has emerged as the most important criteria for prospective clients; however, no vendor both meets all customer needs and performs at a high level, and each customer base notes gaps in functionality. To (1) understand which solutions are being selected and why and (2) help provider organizations select solutions that meet their unique needs, this report examines 35 recently finalized or pending purchase decisions validated by KLAS between February 2020 and June 2022. Customer satisfaction data provides additional context on which vendors best meet customer expectations.

Asia/Oceania EMR 2022:
First In-Depth Look at Regional Market Share & Vendor Performance

Authored by: Everton Santos , Jonathan Christensen | December 2022 | Read Time: 10 minutes

As healthcare organizations have come out of the peak of the COVID-19 pandemic, EMR purchase decisions in Asia have ramped up. In Oceania, most public hospitals have an EMR in place, but purchase energy remains high since many public and private provider organizations are planning large-scale purchases of go-forward EMRs. This report—KLAS’ first focused exclusively on Asia and Oceania—highlights (1) market share and vendor energy in recent EMR purchase decisions and (2) vendor performance in each region based on client feedback and experience. The chart below offers a high-level view of vendors’ overall performance.

The Power of Strong Implementations:
How HIT Vendors and Customers Can Lay a Foundation for Success

Authored by: Ryan Oliver , Jeremy Goff , Chloe Jensen | December 2022 | Read Time: 6 minutes

Health systems are increasingly working to get the most out of their IT investments. Focusing on a strong implementation can have a huge impact. Analysis of KLAS data gathered from 2018–2022 suggests that the quality of an implementation may be more important than the technology selected. This white paper offers early insights on how the quality of an implementation impacts outcomes and user satisfaction. The data primarily focuses on solutions that require complex, large-scale implementations (e.g., acute care EMRs, ERP solutions, patient accounting systems, and PACS solutions). This study is part of KLAS’ new Landmark Insights initiative—aimed at helping health systems currently implementing an HIT solution determine whether their project is on track for success.

Click here to learn how KLAS can bring transparency to your HIT implementation.

Sectra Digital Pathology:
Emerging Solutions Spotlight 2022

Authored by: Eder Lagemann , Joshua Urry | December 2022 | Read Time: 1 minute

In the US, digital pathology for primary diagnosis is relatively new and still gaining traction. Robust and reliable digital pathology solutions are needed to accommodate the growth of this field. Sectra’s digital pathology solution already has a strong presence in Europe and is starting to gain one in the US as digital pathology for primary diagnosis becomes more common. This report examines the experience of Sectra’s first US customers.

Midsize/Large Practice Management 2022:
Which Vendors Stand Out in an Established Market?

Authored by: Aaron Gleave , Alex McIntosh | December 2022 | Read Time: 6 minutes

Most practice management (PM) solutions have lengthy tenure in the market, yet not all vendors successfully meet practices’ needs—which include strong technology and a vendor who acts as a partner in customer success. Historically, KLAS has split PM data by midsize (11–75 physicians) and large practices (76+ physicians); however, independent practices (clinics not owned by a hospital/health system) and owned practices (clinics owned by a hospital/health system) also have different needs and gravitate toward different vendors. Due to this trend, this report examines which PM vendors best deliver to customers’ expectations for midsize and large practices as well as for independent and owned practices.

Moxe Digital ROI:
Emerging Solutions Spotlight 2022

Authored by: Boyd Stewart , Braden Taylor | December 2022 | Read Time: 1 minute

Moxe aims to connect provider and payer organizations, simplify and expand data collection methods, and deliver data that drives smarter, simpler healthcare operations and improved outcomes. The Digital ROI solution automates release of information (ROI) so that provider organizations can focus on patients and payers can get clinical data when and how they need it. This report examines customers’ experiences and satisfaction with the Moxe product.

Harris Affinity Decision Support Costing:
First Look 2022

Authored by: Niel Oscarson , Braden Taylor | December 2022 | Read Time: 1 minute

Healthcare organizations need accessible and accurate cost information to combat shrinking margins and assist in the transition to value-based care. By organizing clinical, supply chain, and reimbursement information into actionable costing data, Harris Affinity’s ADS Costing helps provider organizations understand utilization costs to make informed decisions and manage spending. This report examines the experiences of US and Canadian customers of ADS Costing.

Rhinogram:
First Look 2022

Authored by: Adam Cherrington , Joshua Urry | December 2022 | Read Time: 1 minute

Administrative staff at healthcare organizations need to effectively facilitate and coordinate care for patients and guide them through their healthcare journey. Effective administrative communication can improve the overall patient experience and simultaneously free up clinicians so they can focus on providing quality care. This report offers a first look at Rhinogram, a solution intended to deliver administrative communication to patients through text messaging, live video consults, social media messaging, website messaging, and contactless payment options.

Public Cloud Providers 2022:
Delivering Cloud Technology to HIT Vendors

Authored by: Mike Smith , Jonathan Christensen , Sam Eaquinto | December 2022 | Read Time: 9 minutes

Public cloud providers are increasingly important to how HIT vendors deliver software to provider and payer organizations. To help HIT vendors make informed decisions about which public cloud provider can best meet their needs, this report examines (1) how industry adoption of public cloud solutions is progressing and (2) how well public cloud providers perform in key areas, including their strengths and improvement opportunities.

CDS Point-of-Care Reference 2022:
How Are Solutions Being Adopted by Clinical Users?

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper | December 2022 | Read Time: 9 minutes

CDS reference tools enable clinical users to follow standard treatment recommendations and more quickly and confidently make clinical decisions. However, tools that lack strong content, searchability, and EMR integration are not efficient for point-of-care workflows and can frustrate users, especially those already experiencing burnout. Some CDS vendors are addressing user frustration and report their solutions have evolved to be more user friendly. To understand the customer experience and how each solution is being adopted, this report draws on feedback from a subset of clinical users (defined in this report as physicians, nurses, and pharmacists) as well as feedback from vendors’ general customer bases.

Financial Planning & Analysis 2022:
Which Vendor Is Helping Organizations Make the Most of Their Technology?

Authored by: Niel Oscarson , Emily Paxman , Jaren Day | December 2022 | Read Time: 9 minutes

Healthcare organizations are taking a new approach to planning and budgeting—moving away from static yearly budgets set by a financial team toward an agile, rolling approach that leverages data from multiple sources and involves non-finance personnel. This report provides an introduction on the two main financial planning and analysis vendors that organizations are using to support this change—Strata Decision Technology and Syntellis Performance Solutions. The following pages share customer insights on the solutions’ functionality and integration and how well the vendors help customers adopt tools to meet their budgeting needs.

Employer-Sponsored Healthcare Services:
2022 Vendor Guide

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper , Ruirui Sun | December 2022 | Read Time: 4 minutes

Self-insured employers looking to reduce costs and improve employees’ health often turn to services firms to set up and manage on-site or near-site clinics. This vendor guide is intended to provide a simple starting point for employers investigating employer-sponsored healthcare services. The guide focuses on firms that (1) provide primary care and other related services, including telehealth, behavioral health, and wellness centers, (2) operate across multiple US regions, and (3) are not owned or operated by healthcare organizations. All such firms known to KLAS as of November 2022 are included in this guide.

IQVIA Healthplug:
First Look 2022

Authored by: Everton Santos , Steve VanWagenen , Jacob Mortensen | November 2022 | Read Time: 1 minute

With an increasing focus on patient outcomes, healthcare organizations are striving to make it easier for doctors to provide quality care. IQVIA Healthplug is a point-of-care clinician tool that puts needed information in clinicians’ hands, allowing them to use mobile devices to access patient records, make prescriptions, track notes, send messages, manage referrals, access schedules, and more. This report seeks to validate adoption of Healthplug’s key features and provide an overview of the customer experience.

TransformativeMed Cores:
Emerging Solutions Spotlight 2022

Authored by: Joe VanDeGraaff , Jacob Brown | November 2022 | Read Time: 1 minute

Healthcare worker efficiency is more important now than ever before. However, EMRs are not fully optimized, and unnecessary clicks and navigation eat up providers’ time. TransformativeMed Cores is intended to integrate deeply with health systems’ EMR solutions in an effort to streamline multiple provider workflows. This report seeks to validate customer adoption of Cores’ key features and examines customer experiences with the solution.

Value-Based Care Reimbursement 2022:
Organizations Anticipate Increased Revenue from VBC

Authored by: Bradley Hunter , Cathy McCabe | November 2022 | Read Time: 6 minutes

Value-based care (VBC) has been established as a priority among healthcare organizations and payers as participants have gained more experience in managing their quality metrics and contracts, ultimately realizing returns on their investments. For this report, KLAS talked to 54 healthcare executives—including CEOs, CFOs, CIOs, CMIOs, COOs, VPs and directors of population health, and VPs of analytics—to gauge how they are moving beyond pay-for-performance into risk-bearing contracts over the next three years and their perceptions on which vendors can help them achieve their upcoming goals with VBC.

Facility-Based Post–Acute Care 2022:
Top Challenges in the Aftermath of the Pandemic

Authored by: Paul Hess , Paul Warburton , Cimone Smith | November 2022 | Read Time: 6 minutes

The COVID-19 pandemic brought a wave of challenges to facility-based post–acute care organizations (i.e., SNFs, LTCHs, and IRFs). Staffing has become a particular pain point, with organizations citing burnout, increased competition with staffing firms, and intensive patient care for severe COVID-19 cases as contributing factors. To help organizations understand how peers are approaching the current environment, KLAS interviewed 82 leaders from facility-based post–acute care organizations regarding the top challenges they face and the technology vendors they use or have considered investing in to address these challenges.

Home-Based Post–Acute Care 2022:
Top Challenges in the Aftermath of the Pandemic

Authored by: Paul Hess , Paul Warburton , Cimone Smith | November 2022 | Read Time: 5 minutes

The homecare market has surged as healthcare organizations have sought to maintain quality patient care throughout the pandemic and fulfill requirements for value-based reimbursement. Organizations are looking to expand their homecare offerings; however, the pandemic has exacerbated staffing shortages and decreased bandwidth, making operations—let alone growth—difficult. To help organizations understand how peers are approaching the current environment, KLAS interviewed 88 leaders from home-based care organizations regarding the top challenges they face and the technology vendors they use or have considered investing in to address these challenges.

How Vendors Can Improve Upgrades for Customers 2022

Authored by: Rebecca Hammond , Chloe Jensen | November 2022 | Read Time: 5 minutes

KLAS research shows that HIT vendors see more sales and increased retention rates when they continually develop new features to help drive greater success and adoption among customers. In a recent study, KLAS interviewed 55 HIT vendors about how they roll out upgrades to customers. Drawing from those insights and vendor performance data, this white paper outlines four areas that are critical to ensuring smooth upgrades for both vendors and customers: clear communication, training, proactive assistance with upgrades and adoption, and all customers being on the latest version of the product.

STANLEY Healthcare Hugs Infant Protection (Software & Hardware):
First Look 2022

Authored by: Niel Oscarson , Braden Taylor | November 2022 | Read Time: 1 minute

Newborn infants pose unique security and safety challenges for healthcare organizations, including potential abduction attempts and mother/infant mismatches. STANLEY Healthcare, recently acquired by Securitas, offers Hugs Infant Protection (software and hardware) to safeguard families and providers through real-time tracking and automated security alerts. The Hugs product line includes a legacy generation (launched in 1998) and the current generation (launched in 2014). This report examines customer experiences with the current generation of Hugs Infant Protection.

JTG Consulting Group HIT Staffing:
First Look 2022

Authored by: Kaleb Harris | October 2022 | Read Time: 1 minute

The number of patients with chronic diseases is increasing, which adds strain on laboratory information systems (LIS) and the staff who manage them. To meet this demand and the acceleration of value-based care, laboratories can’t be an afterthought anymore; they need improved integration and more up-to-date systems supported by expert laboratory personnel. JTG Consulting Group provides staffing services for a wide range of HIT solutions but focuses heavily on the laboratory space. This report evaluates the experiences of their healthcare clients.

Impact Advisors Digital Transformation:
First Look 2022

Authored by: Trent Davis | October 2022 | Read Time: 1 minute

Provider and payer organizations are increasingly concerned about their strategies for digital capabilities that affect operations and patient care. By engaging with consulting firms to define needs and develop digital road maps, organizations are utilizing firms’ assistance to plan, manage, and improve these digital capabilities and, ultimately, consumer experiences. This report evaluates the experiences of healthcare organizations that have engaged Impact Advisors for digital transformation work.

Continuum Health IT HIT Staffing:
First Look 2022

Authored by: Kaleb Harris | October 2022 | Read Time: 1 minute

The scope of HIT staffing projects—including the length, complexity, and skill sets of participants—can vary widely from engagement to engagement. What remains consistent is the need for high-quality, well-matched consultants who drive value and achieve desired outcomes. In this market, provider organizations struggle to find these consultants, so firms like Continuum Health IT can provide staff to help implement, support, and optimize different solutions, specifically EMR systems. This report evaluates the experiences of healthcare organizations that have used Continuum Health IT’s HIT staffing services.

HSi Wi-Fi & Cellular Infrastructure Services:
Emerging Solutions Spotlight 2022

Authored by: Kaleb Harris | October 2022 | Read Time: 1 minute

Healthcare organizations’ ability to create an environment where patients and staff can reliably use Wi-Fi and a cellular infrastructure is no longer a luxury; it is a necessity, especially as utilization of 5G and Wi-Fi 6 increases. Unfortunately, many organizations today rely on aged, unreliable Wi-Fi infrastructure and cellular coverage that may be limited or nonexistent. The firm Health Systems Informatics—or HSi—aims to help organizations grappling with this challenge. This report evaluates the experience of clients who have used Wi-Fi and cellular infrastructure services through the firm’s HSi Technology Solutions (HTS) division.

Surescripts Medication History for Health Systems:
First Look 2022

Authored by: Tyson Blauer , Joshua Urry | October 2022 | Read Time: 1 minute

Acquiring an accurate medication history from a patient requires a lot of time from providers. Surescripts Medication History aims to lighten that load by collating records from outside pharmacies and pharmacy benefit managers as well as closing gaps in records so providers can more easily reconcile medication information. This report evaluates customer satisfaction with Medication History and validates customer adoption. All customers interviewed use Epic as their EMR.

Credentialing 2022:
What Solutions Have Fulfilled Their Efficiency Promise?

Authored by: Niel Oscarson , Emily Paxman | October 2022 | Read Time: 6 minutes

Credentialing management has historically required dozens of spreadsheets, manual data entry, and painstaking monitoring of multiple payer, state, and national databases—causing significant inefficiencies and expenses. Vendors providing credentialing software and/or services promise major efficiency gains for healthcare organizations, but not all offerings are equally effective. This report examines three strong predictors of efficiency—the use of automations, strong credentialing workflows, and vendor partnership/guidance—to determine how well vendors are living up to their promises.

LeanTaaS iQueue for Infusion Centers:
Emerging Technology Spotlight 2022

Authored by: Niel Oscarson , Braden Taylor | October 2022 | Read Time: 1 minute

Operational limitations—such as variable staff and patient availability—can make it difficult for healthcare organizations to effectively manage infusion scheduling. This often leads to volatile workloads in which resources may be both under- and overutilized in the course of a single day. LeanTaaS iQueue for Infusion Centers leverages machine learning and predictive analytics to optimize scheduling templates, level load daily schedules, and flag future problem days for preventive action. This report examines customers’ experiences and satisfaction with iQueue for Infusion Centers.

Claro Healthcare Comprehensive CDI:
First Look 2022

Authored by: Mac Boyter , Braden Taylor | October 2022 | Read Time: 1 minute

Healthcare organizations’ ability to record accurate and complete clinical information is critical to improving patient outcomes, data quality, and claims reimbursement. With their comprehensive CDI services, Claro Healthcare aims to help organizations enhance and expand CDI programs across inpatient, outpatient, and professional fee settings, thus allowing organizations to achieve better quality of care and accurate reimbursements. This report examines the experience and satisfaction of Claro Healthcare’s clients.

SpendMend Trulla:
Emerging Technology Spotlight 2022

Authored by: Jackson Tate , Aurene Wilford | October 2022 | Read Time: 1 minute

Pharmacy is the largest category of non-labor spend in healthcare and is one of the most complex areas of spend across any industry. Annually, there is considerable healthcare expenditure that is exacerbated by gaps in the pharmacy supply chain. Pharmacy buyers have limited tools to assist with ordering, costing health systems millions every year. Additionally, procuring medication at affordable prices is a concern for providers, pharmacies, and patients. This report offers an at-a-glance profile of Trulla, a pharmacy procurement software application aimed at helping pharmacy buyers select the most economic NDCs and suppliers, ultimately improving the drug-purchasing process.

SeamlessMD:
First Look 2022

Authored by: Adam Cherrington , Aurene Wilford | October 2022 | Read Time: 1 minute

Patient-driven care management solutions have the potential to improve the overall quality of patient care and to drive outcomes by enabling clinicians to monitor and stay connected with patients across their healthcare journey—including before, during, and after hospitalization. This report seeks to validate the experiences of customers (both US and non-US) with SeamlessMD’s digital patient engagement platform.

US Digital Pathology 2022:
Early Adopters Lead the Charge in an Emerging Market

Authored by: Eder Lagemann , Sidney Tate | September 2022 | Read Time: 4 minutes

Digital pathology for primary diagnosis is nascent in the US, but it is primed for rapid growth, similar to what is currently being seen in Europe (see KLAS’ report on global digital pathology). In anticipation, many technology vendors are vying for a foothold in the US, leading to a highly varied landscape. In partnership with the Digital Pathology Association (DPA), KLAS surveyed 55 provider organizations (including hospitals, health systems, academic health centers, and reference labs) to assess the state of digital pathology among pioneers in the US and determine which vendors are gaining traction. 33 of the interviewed organizations are live with digital pathology; the rest are currently implementing or making plans for the future.

Finvi Artiva HCx:
Emerging Technology Spotlight 2022

Authored by: Dustin Cragun , Braden Taylor | September 2022 | Read Time: 1 minute

Healthcare organizations continue to search for opportunities to improve margins by optimizing revenue cycle operational efficiencies. Finvi, formerly known as Ontario Systems, offers the Artiva HCx platform as a solution for efficiently managing insurance and selfpay receivables. The product includes key workflows and reporting analytics designed to streamline and automate processes. This report will examine customers’ experience and satisfaction with Artiva HCx.

Understanding Burnout:
A Collaboration between KLAS and the Healthcare Logistics Think Tank

Authored by: Kyle Chilton | September 2022 | Read Time: 6 minutes

Over 50% of clinicians experience at least one symptom of burnout, a problem that has been exacerbated by the COVID-19 pandemic. This paper explores some of the key drivers of burnout as well as strategies for reducing it.

Chi-Matic Revenue Cycle Services:
First Look 2022

Authored by: Trent Davis , Spencer Larson | September 2022 | Read Time: 1 minute

The financial climate in healthcare has pressed many revenue cycle teams to do more with less, but many struggle with staffing and the deep technical expertise needed for revenue cycle optimization. An organization’s financial health requires a holistic approach that includes expertise in revenue cycle and healthcare software and processes. This is where firms like Chi-Matic (a primarily Epic-focused firm) step in. This report evaluates the experiences of provider organizations that have used Chi-Matic’s revenue cycle services.

Payer Claims & Administration Platforms:
2022 Vendor Guide

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper , Ruirui Sun | September 2022 | Read Time: 7 minutes

Value-based care models have created widespread recognition among health plans that flexible technology is a must, while the need to be more member-centric and digitally focused is driving a desire for better integration between claims platforms and other payer HIT applications. This vendor guide is intended as a simple starting point for health plans and TPAs investigating payer claims and administration platforms. The guide is limited only to vendors with commercial software solutions (services firms are not covered) and includes all vendors known to KLAS as of July 2022.

Aidéo Technologies Autonomous Coding:
Emerging Technology Spotlight 2022

Authored by: Mac Boyter , Braden Taylor | September 2022 | Read Time: 1 minute

Autonomous coding solutions aim to help healthcare organizations mitigate staffing concerns in a competitive market, increase efficiency, and reduce overhead. Aidéo Technologies’ solution uses machine learning and natural language processing to autonomously code encounters, while streamlined workflows in a coding portal enable manual coders to process encounters that could not be autonomously coded. This report examines customers’ experiences and satisfaction with the Aidéo Technologies solution.

Post–Acute Care EMR Product Suites 2022:
Vendors’ Progress toward an Enterprise Offering

Authored by: Paul Hess , Paul Warburton | August 2022 | Read Time: 7 minutes

Most providers in post–acute care settings want technology built for their specific area, but they face challenges with interoperability, analytics, value-based reimbursements, and care coordination. Increasingly, organizations are looking for vendors that can meet all their post–acute care needs. Several vendors are answering the call, despite the highly varied, unique challenges associated with each care setting. This report examines what solutions are offered, how they are being adopted, and how well they meet setting-specific functionality needs (particularly for home health and LTC/SNF). The report mainly focuses on vendors specific to post–acute care but also provides a brief look at the post–acute care solutions of enterprise acute care EMR vendors.

Microsoft Cloud Technologies in Healthcare 2022:
Part of a Public Cloud Providers Series on Adoption and Early Performance

Authored by: Mike Smith , Sam Eaquinto | August 2022 | Read Time: 7 minutes

While still early, healthcare is gaining momentum in the move to the cloud. Today, most providers and payers are at least using SaaS technologies, and many are actively exploring other areas of their IT environment that make sense to move to the cloud. This report—the second in a series examining healthcare customers’ experiences with public cloud providers—focuses on healthcare-specific deployments of Microsoft Cloud Technologies, especially Microsoft Azure, which is receiving strong market interest. KLAS previously published research on AWS and plans to publish future research on Google Cloud Platform (GCP). For this study, KLAS spoke to eight healthcare organizations (during late 2021 and early 2022) identified by Microsoft as leading cloud customers. This study is meant to help organizations considering Microsoft Cloud technologies understand their current use, the overall customer experience, and the impact of the solutions.

Note: In October 2021, Microsoft Cloud for Healthcare became generally available; this solution was not specifically targeted in this research.

Security & Privacy Consulting Services 2022:
Who Exceeds Expectations in This High-Performing Market?

Authored by: Kaleb Harris , Ciera Walker | August 2022 | Read Time: 16 minutes

Cybersecurity attacks are on the rise, and healthcare organizations are especially at risk. Security vulnerabilities can lead to financial penalties imposed by OCR, damaged organization reputations, and the increased risk of patient safety and data being compromised. To reduce vulnerabilities, organizations often bring in outside consulting firms that specialize in enhancing security and data privacy measures in healthcare. This report examines several such firms (and one cross-industry firm) to determine who effectively assists in reducing risk, engages closely with clients, and exceeds expectations.

The MDClone ADAMS Platform:
Emerging Technology Spotlight 2022

Authored by: Ryan Pretnik , Aurene Wilford | August 2022 | Read Time: 1 minute

Clinicians and other providers face the challenge of accessing accurate digitized data to improve research on most effective clinical practices of patient care while protecting patient privacy. An effective care plan requires a collaborative effort of clinicians providing care, researchers who understand the data, and a leadership team who is able to identify areas of improvement. The MDClone ADAMS Platform democratizes data for all users while protecting patient privacy by using synthetic data. This report seeks to validate MDClone’s customer experience.

Imprivata Digital Identity Platform 2022:
Benefits & Challenges of Deep Adoption

Authored by: Joe VanDeGraaff , Dan Czech | August 2022 | Read Time: 8 minutes

Amid a changing workforce and mounting security pressures, healthcare organizations recognize the growing need for a holistic approach to managing digital identities. The development and adoption of HIT solutions capable of enabling a holistic strategy are in an early state, with most organizations leveraging multiple vendors to manage things such as identity, access, and compliance. Previous KLAS research found that Imprivata—whose single sign-on solution has a large healthcare footprint—is currently the only vendor to offer a broad digital identity platform. Building on that research, this report explores the potential benefits and challenges of deeply adopting Imprivata’s offerings. Insights come from in-depth interviews with 6 organizations identified by Imprivata as “deep adopters” as well as from 15 organizations within the vendor’s broader customer base (referred to in this report as “general adopters”). Other vendors will be evaluated as their solutions expand to offer broad capabilities.

Optum/Change Healthcare Merger:
Customer Insights 2022

Authored by: Boyd Stewart , Joshua Jensen , Sam Eaquinto | August 2022 | Read Time: 6 minutes

In January 2021, Optum announced their intentions to acquire Change Healthcare. The merger remains unfinalized, however, as the US Department of Justice blocked the deal in February 2022 due to anticompetition concerns—such a merger would give UnitedHealth Group, Optum’s parent company and the nation’s largest insurer, access to rivals’ sensitive data. The legal proceeding is ongoing and scheduled to go to trial August 1, 2022. This report shares Optum and Change Healthcare customers’ reactions to the merger and their perceptions of its impact. Between March 2021 and April 2022, KLAS interviewed 48 individuals from 46 unique organizations; of these respondents, 9% are Optum customers, 56% are Change Healthcare customers, and 35% are customers of both vendors.

Intelligent Locations INTRAX (Hardware & Software):
Emerging Technology Spotlight 2022

Authored by: Niel Oscarson , Braden Taylor | August 2022 | Read Time: 1 minute

Healthcare organizations aim to utilize RTLS solutions to optimize operations, reduce overhead, and improve patient safety through the accurate tracking and monitoring of assets and people. Intelligent Locations offers RTLS software and hardware that combines tracking technology and AI within its system. The product can be used for various use cases, including asset tracking, patient tracking, staff safety, environmental monitoring, and contact tracing. This report examines customers’ experience and satisfaction with the INTRAX solution and hardware.

Forcura:
First Look 2022

Authored by: Paul Hess , Jacob Mortensen | August 2022 | Read Time: 1 minute

For post–acute care providers, there is a premium need for the streamlining of the patient referral process, digital management of required patient documents, eSignatures on orders from physicians, secure messaging between the home office and nurses in the field, and analytics tools that drive efficiency gains. Home health agencies and other post–acute care customers will find all of these things in Forcura’s suite of offerings. This report seeks to validate customer adoption and satisfaction across a number of categories.

CMS Payer Interoperability:
2022 Vendor Guide

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper , Ruirui Sun | August 2022 | Read Time: 5 minutes

To enable patients to securely transfer their data from payer to payer as their coverage changes, new mandates dictate that CMS-regulated payers must be able to securely exchange patient data. Several technology vendors are available to help health plans and state agencies comply with these interoperability requirements, providing capabilities such as patient access APIs, provider directory APIs, and payer-to-payer data exchange. This vendor guide is intended to help health plans and TPAs understand the vendor technology options; it includes those vendors known to KLAS as of July 2022.

Enterprise Imaging Guidebook 2022:
A Comprehensive Guide to Developing an Enterprise Imaging Strategy

Authored by: Monique Rasband , Emily Paxman | August 2022 | Read Time: 22 minutes

Since 2017, KLAS has hosted four separate summits on enterprise imaging (EI), each time bringing together healthcare executive thought leaders to discuss EI issues and define guidelines. The insights gleaned from these summits represent the combined wisdom of some of the industry’s top EI experts.

This white paper summarizes the discussions from the most recent summit—held in May 2022—and also pulls in findings from previous summits to form a succinct EI guide intended to help provider organizations on their enterprise imaging journey. The following sections are included:

A definition of enterprise imaging and an outline of the functionalities required for a strong enterprise imaging strategy
Advice for the RFP process
Best practices for workflow, governance, and vendor delivery
Keys to success outside of technology, including strategies for (1) safely managing sensitive images within an enterprise imaging infrastructure and (2) navigating enterprise imaging in a post-pandemic world

Middle East Telehealth 2022:
A First Look at Virtual Visit Technology

Authored by: Everton Santos , Jonathan Christensen | August 2022 | Read Time: 6 minutes

At the onset of the COVID-19 pandemic, provider organizations around the world adopted telehealth technology or greatly expanded its use seemingly overnight in order to keep patients and healthcare staff safe while still in communication. Since then, virtual visits have become a mainstay in the Middle East, as in other regions.

All interviewed customers in the Middle East report high satisfaction with their virtual visit technology (either virtual care or video conferencing platforms), though specifics of the customer experience do vary across vendors. This telehealth report—KLAS’ first to focus on a specific region outside the US—examines how non-EMR-affiliated virtual visit solutions differ across key metrics (including product usability, implementation and training, and vendor partnership) and also summarizes common EMR vendors and their approaches to virtual visits.

ScribeAmerica Speke:
Emerging Technology Spotlight 2022

Authored by: Mac Boyter , Braden Taylor | July 2022 | Read Time: 1 minute

Staffing shortages and physician burnout from overwork are growing concerns for hospitals and health systems. In the wake of the COVID-19 pandemic and ongoing demands on clinicians, innovative solutions that help clinicians shift away from the computer and back to the bedside are more important than ever. This report seeks to validate the experiences of healthcare organizations using Speke, an ambient AI scribe created by ScribeAmerica.

Surfacide Helios UV-C System:
First Look 2022

Authored by: Jackson Tate , Aurene Wilford | July 2022 | Read Time: 1 minute

The development of antibiotic-resistant bacteria is a significant problem for all healthcare facilities. The Surfacide Helios UV-C System, which is used for low-level disinfection, is used in unoccupied environments to provide line-of-sight disinfection to nonporous surfaces through UV-C.^† This report examines customers’ experiences using Surfacide’s Helios UV-C System.

† The system is an adjunct to currently existing and recommended cleaning practices and is not intended as a replacement for or modification to such practices.

VoiceFriend:
First Look 2022

Authored by: Paul Hess , Jacob Mortensen | July 2022 | Read Time: 1 minute

Clinical communications solutions, initially aimed at tackling HIPAA compliance concerns, have grown to cover many workflows and use cases around communication in healthcare organizations. VoiceFriend is one of these solutions, and it is specifically tailored for organizations providing care to seniors—such as skilled nursing, assisted living, or memory care facilities. In these settings, communication between residents’ loved ones and caregivers is an essential part of their stewardship and care. This report details the experience of organizations using the VoiceFriend platform.

Telehealth Performance 2022:
What Is the State of Telehealth Post-Pandemic?

Authored by: Schafer Jackson , Dan Czech , Ciera Walker | July 2022 | Read Time: 31 minutes

At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.

Europe PACS 2022:
Technology & Partnership Crucial in Evolving Market

Authored by: Eder Lagemann , Jonathan Christensen , Sidney Tate | July 2022 | Read Time: 9 minutes

The PACS market in Europe is evolving. To unify care delivery, many countries are pushing for HIT consolidation across regional groups of hospitals. At the same time, healthcare organizations are increasingly looking to expand their imaging strategies outside of radiology to bring together more departments and facilities at an enterprise level. This report leverages the perspectives of 199 individuals representing 168 unique organizations across 25 European countries to determine which PACS vendors are delivering the technology and partnerships needed to drive imaging progress in Europe.

Midsize/Large Ambulatory EMR 2022:
Healthcare Organizations’ Hierarchy of Needs

Authored by: Aaron Gleave , Alex McIntosh | July 2022 | Read Time: 6 minutes

Technology needs are constantly evolving in healthcare, yet vendor development efforts may not always align with provider organizations’ top priorities. To better understand what these priorities are in midsize and large ambulatory practices (11+ physicians), KLAS interviewed over 500 respondents from such organizations regarding the areas most in need of improvement from their EMR vendor.

Multiview:
First Look 2022

Authored by: Niel Oscarson , Braden Taylor | June 2022 | Read Time: 1 minute

Many healthcare organizations, especially smaller community institutions, struggle to find effective enterprise resource planning (ERP) solutions at an affordable cost. Multiview Financial Software seeks to provide easy-to-use, comprehensive financial applications for healthcare organizations of all sizes. This report examines customers’ use of and satisfaction with Multiview ERP and its primary functionalities, which include core accounting, business insights, business automation, and inventory management capabilities.

Surescripts Interoperability Solutions (Vendor Customers):
First Look 2022

Authored by: Tyson Blauer , Jacob Mortensen | June 2022 | Read Time: 1 minute

Surescripts has been well known in the industry for their ePrescribing work for many years. What is not as well known is that they have capabilities to help with other interoperability challenges their customers face, including locating records, getting patient event notifications, and using Direct messaging. This report highlights what capabilities customers have been able to use as well as what their experiences have been. The customers highlighted in this report are vendors with solutions that leverage Surescripts’ interoperability capabilities.

Patient Communications Landscape 2022:
Leveraging Communication Tools to Drive Outcomes

Authored by: Adam Cherrington , Dan Czech | June 2022 | Read Time: 11 minutes

As patients’ expectations have evolved and provider organizations’ technology has matured, the need for quick, easy, ongoing patient/provider communication has become even more prevalent. It is often no longer sufficient to merely push communications to patients (e.g., appointment reminders). This study examines and defines the current landscape of patient communications solutions—including how they are used; how easy they are to set up, customize, and use on an ongoing basis; and what outcomes they are helping organizations to achieve.

Neudesic, an IBM Company, Technical Services:
First Look 2022

Authored by: Warren Whitford , Spencer Larson | June 2022 | Read Time: 1 minute

Provider organizations require a broad range of technical skills to help them manage mergers and acquisitions and the acceleration of healthcare’s digital transformation. To help already strained IT departments, many provider organizations turn to services firms for project-based implementation services and infrastructure and application management. This report evaluates the experience of healthcare organizations that have used technical services offered by Neudesic, an IBM company.

PwC SMART:
First Look 2022

Authored by: Warren Whitford , Spencer Larson | June 2022 | Read Time: 1 minute

Medical billing errors are alarmingly frequent and cause large financial tolls for all in healthcare. It can be resource intensive for provider organizations to address these errors on their own, but as healthcare costs rise, it is imperative to prevent and correct coding errors. PwC seeks to address the issue through SMART, a prebilling solution that helps automate coding quality and regulatory compliance. This report evaluates the experience of provider organizations using SMART.

Data Archiving 2022:
In a Competitive Market, Who Is Being Selected and Why? (A Decision Insights Report)

Authored by: Ryan Oliver , Jennifer Hickenlooper , Doug VanWagenen | June 2022 | Read Time: 11 minutes

Data archiving solutions—which allow organizations to archive and access historical data from retired legacy software—continue to be in high demand. For the first time, KLAS has validated organizations that are replacing their existing archive solutions as they seek to consolidate archives, cut costs, and identify systems that can meet their needs for various types or volumes of data. To better understand what factors are influencing purchase decisions in this market with no clear leader, this report examines 23 recent or upcoming data archiving purchase decisions validated by KLAS between January 2020 and December 2021. For additional context, satisfaction data from current customers is also included. It should be noted that the decisions in this report are not representative of all data archiving purchase decisions made in the last several years.

Cerner Soarian Financials Pulse Check 2022:
Understanding Soarian Financials’ Performance as a Possible Indicator of RevElate’s Success

Authored by: Coray Tate , Alex McIntosh | June 2022 | Read Time: 8 minutes

In October 2021, Cerner introduced RevElate as their go-forward patient accounting platform instead of Cerner Patient Accounting (CPA). According to Cerner, RevElate will be built on elements of both CPA and Soarian Financials. The number of Soarian Financials customers has decreased over the years, and because the solution was never Cerner’s go-forward platform, KLAS has not actively collected research on it for several years. However, since the RevElate announcement, organizations have wondered whether the Soarian Financials customer experience is a possible indicator of the RevElate customer experience. This report—the second in a series of Cerner-focused reports—examines the state of Soarian Financials today, based on data collected from customers over the past 24 months with an emphasis on interviews conducted since the RevElate announcement. In future research, KLAS intends to collect perceptions from additional Cerner customers and validate the impacts customer organizations have seen from Cerner’s recent changes.

CareRev:
Emerging Technology Spotlight 2022

Authored by: Niel Oscarson , Braden Taylor | June 2022 | Read Time: 1 minute

Healthcare organizations are consistently looking for solutions that address the continuous struggle with staffing shortages. CareRev provides an alternative to traditional travel contracts in the form of a web-based marketplace platform, which enables users to efficiently fill open shifts by hiring local, prequalified healthcare professionals. This report validates the outcomes seen by CareRev ’s customers and examines their satisfaction with the product.

EMR-Centric Virtual Care Platforms 2022:
Provider Insights on a Rapidly Evolving Market (Report 2 of 2)

Authored by: Aaron Gleave , Alex McIntosh | June 2022 | Read Time: 8 minutes

Virtual care has been a roller coaster for healthcare organizations in the last few years—from minimal uptake in the face of reimbursement barriers, to the COVID-19 rush in demand and availability, to hastily implemented and developed IT solutions, to a recent return to more-standard care delivery, and now the re-examination of go-forward strategies. This report shares how EMR-centric virtual care platforms perform today and what provider organizations have planned for the future.

Biofourmis:
Emerging Technology Spotlight 2022

Authored by: Schafer Jackson , Aurene Wilford | June 2022 | Read Time: 1 minute

Remote patient monitoring solutions offer providers the ability to track patients’ conditions throughout their day-to-day life rather than only during in-office encounters. Their goal is to improve clinical outcomes (by enabling early intervention and preventing further complications) and reduce the cost of care (by lessening ED visits and hospital admissions). This report offers a first look at Biofourmis, whose remote patient management platform aims to improve clinician workflows, patient engagement, and care, as well as lower the cost of care.

MD Revolution RevUp:
First Look 2022

Authored by: Schafer Jackson , Aurene Wilford | June 2022 | Read Time: 1 minute

Healthcare organizations are increasingly needing to provide wraparound care and attention to a large number of patients outside of office visits, often in remote settings. They want to be able to track patient conditions, offer interventions, and improve outcomes while minimizing the workload of clinical staff and maintaining financial viability. This report is a first look at MD Revolution’s care management platform, RevUp, which assesses, manages, and monitors patients—thereby assisting care managers and proactively encouraging remote patient engagement.

AWS in Healthcare 2022:
A Deeper Look at Artificial Intelligence and Machine Learning Capabilities

Authored by: Mike Smith , Emily Paxman | June 2022 | Read Time: 5 minutes

Excited by the potential time and money savings, many healthcare organizations want a deeper understanding of what artificial intelligence (AI) and machine learning (ML) technology from public cloud providers could do for them. This research, a follow-up to KLAS’ 2021 report on Amazon Web Services (AWS), examines the experiences of 13 payer and provider organizations using AWS AI/ML offerings. This study is meant to help organizations considering AWS understand what technologies are being used, the overall customer experience, and the impact of these offerings. This report also shares AWS clients’ insights into their selection process and their perceptions of Google Cloud Platform (GCP) and Microsoft Cloud (both of which will be the focus of future reports). To learn how KLAS defines AI and ML, see Healthcare AI CHIME Edition 2019: Actualizing the Potential of Artificial Intelligence.

LeanTaaS iQueue for Operating Rooms:
Emerging Technology Spotlight 2022

Authored by: Niel Oscarson , Braden Taylor | June 2022 | Read Time: 1 minute

Maximizing operating room (OR) utilization can be very difficult for healthcare organizations to achieve, leading to the misuse of valuable time and loss of potential revenue. The LeanTaaS iQueue for Operating Rooms solution provides real-time data, as well as block and open time management tools, to help perioperative leaders improve margins by optimizing staff, equipment, and capital utilization. This report aims to explore customers’ experiences and satisfaction with iQueue for Operating Rooms.

Codoxo Forensic AI Platform:
Emerging Technology Spotlight 2022

Authored by: Ryan Pretnik , Aurene Wilford | May 2022 | Read Time: 1 minute

Each year, billions of dollars are put toward healthcare, yet much of it is lost to fraudulent claims and bad payments. To help payer organizations control costs, Codoxo’s Forensic AI Platform provides actionable insights that identify existing or emerging fraud, waste, and abuse (FWA) issues. This report looks to validate the Codoxo customer experience.

Patient Perspectives on Patient Engagement Technology 2022:
Identifying Opportunities to Align Patient, Organization, and Vendor Priorities

Authored by: Adam Cherrington , Dan Czech | May 2022 | Read Time: 7 minutes

The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective, we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.

HealthTalk A.I.:
Emerging Technology Spotlight 2022

Authored by: Adam Cherrington , Aurene Wilford | May 2022 | Read Time: 1 minute

Healthcare AI data science solutions are transforming healthcare with the goal of providing better care quality to patients and improving administrative and operational efficiency for clinicians and staff. This report examines HealthTalk A.I.’s AI-assisted patient engagement tool, which aims to improve patients’ access to care and improve communication between healthcare organizations and patients by identifying care gaps, coordinating care, and automating scheduling.

Points of Light 2022 Case Study 14:
Holistic View of Patient Data Enables Better Identification of and Care Management for High-Cost Patients Under Capitation

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

The stakeholders in this case study collaborated to bring together clinical and claims data in one holistic view of the patient. This data is used to identify high-cost or high-risk members covered by capitated contracts so that these individuals can be referred to Baton Rouge General Medical Center’s comprehensive care clinic. The care management provided by the clinic is designed to optimize health outcomes and reduce costs.

Points of Light 2022 Case Study 13:
Collaboration Creates More Automated Prior Authorization for Orthopedic Practices

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

To combat a prior authorization process that was burdensome to patients, providers, and payers, the stakeholders in this case study worked together to provide a more automated process and incorporate suggested care plans into the provider workflow. The stakeholders kept the patient as the center of their focus, and the collaboration has not only led to faster access to care for patients but also reduced the administrative burden for the payer and provider organizations.

rater8:
First Look 2022

Authored by: Adam Cherrington , Aurene Wilford | May 2022 | Read Time: 1 minute

In competitive healthcare markets, provider organizations continue to seek ways to differentiate themselves. With growing capabilities to help patients find clinicians and access care, provider organizations are turning to tools that help manage their online reputations. This report will look at rater8 and its unique capabilities to help providers stand out online and organize customer feedback. KLAS will validate customer outcomes and share organizations’ insights on their current experiences and how expectations are being met.

Points of Light 2022 Case Study 12:
ePA and RTPB Technology Used to Reduce Unnecessary Prior Authorizations, Increase Price Transparency

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

Lack of patient-level insurance coverage data at the point of care can add to the administrative burden for provider organizations, pharmacy benefit managers, and payers and lead to high prescription costs for patients. The technology in this case study helps reduce these issues by confirming whether prior authorization is needed and embedding patient-specific formulary information into the prescriber’s workflow. The results have been a win for all stakeholders involved.

Points of Light 2022 Case Study 11:
Bidirectional Data Exchange Leads to Increased Ability to Close Care Gaps

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

As the industry shifts to value-based reimbursement, everything revolves around quality of care. And providing a high quality of care requires increased collaboration and data exchange between payer and provider organizations. In this case study, SC House Calls’ EMR vendor used FHIR APIs to create and automate a closed-loop exchange of clinical data between the organization and Humana. Outcomes of this collaboration include reduced administrative burden, improved clinical outcomes, and improved provider satisfaction.

Interoperability Summit 2022

Authored by: Coray Tate , Mollie Hunt , Paul Warburton | May 2022 | Read Time: 8 minutes

Interoperability has been a focus in healthcare for years, yet progress toward any goal is difficult without consistent, impartial measurement. On February 7–8, 2022, KLAS held our second Interoperability Summit as part of ongoing efforts to comprehensively measure and validate EMR and other application vendors’ interoperability performance. While a previous summit had focused on creating a framework for interoperability vendor measurement (see below), the chief goal of the 2022 summit—attended by 93 leaders from across the healthcare industry—was threefold:

Points of Light 2022 Case Study 10:
Prior Authorization for Imaging Automated Via CDS Technology

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

UVA Health realized that the government-mandated clinical decision support they used when placing imaging orders for Medicare patients could potentially be leveraged to expedite the prior authorization process while also improving providers’ imaging order patterns. As a result, the organization partnered with Change Healthcare and one of their commercial payers to leverage the clinical decision support mechanism for non-Medicare patients and expedite the prior authorization process, leading to significant benefits for patients, ordering providers, and the payer organization.

Points of Light 2022 Case Study 9:
Bundled Payments for Maternity Care Improve Quality, Drive Down Cost

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

With the costs for maternity care rising, Metro Nashville Public Schools partnered directly with Vanderbilt Health to create a bundled payment program for their maternity population. Technology from Cedar Gate Technologies enables the smooth, efficient administration of the program, resulting in high satisfaction for all stakeholders, including the patients themselves.

Points of Light 2022 Case Study 8:
Improved Data Integration Generates Quality and Financial Benefits for Payvider Organization

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

In order to provide better care and build trust between their payer and provider divisions, Community Health Plan of Washington (a provider-owned health plan) worked with Arcadia.io to build a 360-degree patient view based on both claims and clinical data. They then used the data to create a pay-for-performance program that rewards providers for value-based behaviors. The program has led to both quality and financial improvements.

Points of Light 2022 Case Study 7:
Quadruple Aim Is the Goal for Provider and Payer Organizations’ Separate Use of AI-Enabled Prior Authorization Solution

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

The technology in this case study is used by Essentia Health and GuideWell to automate the prior authorization process and thus reduce manual processes and delays in care. This case study is unique in that the highlighted healthcare and payer organizations pursued their prior authorization automation independently of each other. Their perspectives demonstrate how the technology is able to reduce friction for both the provider and payer markets without direct collaboration or contracting.

Optimize Health Remote Patient Monitoring:
Emerging Technology Spotlight 2022

Authored by: Schafer Jackson , Aurene Wilford | May 2022 | Read Time: 1 minute

Healthcare organizations seek to accelerate a continuous patient care experience while reducing administrative and financial costs, improving patient outcomes, and reducing hospitalizations. Remote patient monitoring vendors, like Optimize Health, aim to use advanced technology and expert support that engage patients in their care outside of regular office visits to improve clinical workflows and clinical outcomes with minimal up-front risk. This report examines the Optimize Health customer experience.

Points of Light 2022 Case Study 6:
Innovative Care Management Program Used to Cut Costs and Transform Lives of Super-Utilizers

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

To better serve individuals experiencing homelessness—who are often super-utilizers of The Queen’s Health Systems’ inpatient and emergency department (ED) services—the stakeholders in this case study worked together to enable the healthcare organization to first identify these individuals and then provide community health workers to help connect them with available community resources. The resulting program has been extremely successful for all parties involved—first and foremost for the patients and the clinicians who serve them.

SyncTimes:
Emerging Technology Spotlight 2022

Authored by: Paul Hess , Jacob Mortensen | May 2022 | Read Time: 1 minute

In clinical settings, resource optimization and communication efficiency are paramount in delivering quality care. SyncTimes is a clinical workflow and communication tool that streamlines operations, inter-team communication, and resource management. Features include a real-time location system, communication tools, and analytics based on documentation of patient activities and personnel management by room. This report seeks to validate provider organizations’ adoption of SyncTimes and their overall satisfaction.

Points of Light 2022 Case Study 5:
Automation of Prior Authorization Process Reduces Manual Workload for Critical Resources

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

Seeking to reduce the manual effort required to obtain prior authorization, the collaborators in this case study worked together to create a SMART on FHIR link between Conway Medical Center’s EMR and the software used by Palmetto GBA. The link simplifies the process for both the payer and healthcare organizations and frees up resources to work on critical pandemic-related tasks. The stakeholders are now working to expand the automation to additional procedures and healthcare organizations.

Points of Light 2022 Case Study 4:
Avoidable Denials Reduced via Early Detection of Claims Errors

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

Administrative costs in healthcare are now in the trillions. Hoping to reduce these costs, the three stakeholders in this case study worked together to incorporate UnitedHealthcare’s payment rules into the University of Iowa Hospitals & Clinics’ billing solution. This allows the health system to catch errors before claims are submitted, reducing rework and saving administrative costs. The collaborators emphasize the importance of continued collaboration to make sure the suggested edits continue to be refined and expanded.

Points of Light 2022 Case Study 3:
Streamlined Chart Retrieval Reduces Waste and Provider Abrasion

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

In response to a growing volume of clinical-data requests, the collaborators in this case study worked together to streamline and automate the chart-retrieval process. Using a 100% digital chart-retrieval solution from Moxe, Payer Organization 3 is able to access complete, accurate clinical data from Novant Health and Healthcare Organization 3. By bringing all stakeholders to the table and creating relationships of trust, the collaborators have been able to improve satisfaction among members/patients, reduce frustration and manual work for the healthcare organizations, and improve ROI for the payer.

Points of Light 2022 Case Study 2:
Payer/Provider Collaboration Reduces Credentialing Turnaround and Improves Denials Process

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

Spectrum Health partnered with Priority Health to tackle two areas of inefficiency that were causing employee frustration and reducing productivity: the credentialing turnaround time and the denials process. A workgroup that included representatives from both stakeholder organizations was formed to identify areas of friction in these processes and to implement solutions. The results include improved member/patient satisfaction, increased staff productivity, and reduced denials. The collaborators note that success came as they were willing to fully commit to the project and work amicably on a shared objective.

Points of Light 2022 Case Study 1:
Consolidated Patient Billing Leading to Higher Satisfaction, Increased Collections, and Reduced Waste

Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute

Seeking to provide a simplified billing experience for patients and reduce administrative costs, Payer Organization 1 and Healthcare Organization 1 teamed up with Cedar to create a unified patient bill that combines the health system’s billing with the payer’s explanation of benefits. The payer and healthcare organizations also integrated their customer service. By working collaboratively and leveraging Cedar’s patient financial experience technology, the organizations were able to achieve improved member/patient satisfaction, higher collection rates, and reduced costs. The participants emphasized the importance of building trust and letting go of past narratives that didn’t serve the common goal.

Healthlink Advisors IT Planning & Assessment:
First Look 2022

Authored by: Trent Davis , Spencer Larson | April 2022 | Read Time: 1 minute

Rapid advances in healthcare technology, increased demand from COVID-19, and staffing shortages have stretched the ability of organizations’ internal HIT teams to find, evaluate, select, and manage new technological systems and services across the evolving healthcare landscape. As an advisory services firm, Healthlink Advisors seeks to address that issue. This report evaluates the experience of healthcare organizations that have used Healthlink Advisors’ IT planning and assessment offerings.

The Chartis Group Digital Transformation 2022:
Providing Best in KLAS Digital Transformation

Authored by: Warren Whitford , Spencer Larson , Cathy McCabe | April 2022 | Read Time: 1 minute

Provider and payer organizations are increasingly concerned about their strategies for digital capabilities that affect operations and patient care. Through engaging with consulting firms to define needs and develop digital road maps, organizations are utilizing firms’ assistance to plan, manage, and improve these digital capabilities and, ultimately, consumer experiences. This report evaluates the experiences of healthcare organizations that have engaged The Chartis Group for digital transformation work, which is a relatively new area that the firm is being measured for.

Healthcare Safety, Risk & Compliance Management 2022:
Adoption, Capabilities & Performance

Authored by: Ryan Pretnik , Jennifer Hickenlooper | April 2022 | Read Time: 8 minutes

Healthcare organizations are increasingly interested in taking a broad, enterprise approach to safety, risk, and compliance management. Additionally, multiple vendor mergers and acquisitions in the last few years have many organizations considering their future. This report (KLAS’ first on safety, risk, and compliance management specifically) examines the state of the market, including an early look at the energy around an enterprise strategy. How broadly are organizations adopting their solutions today? What vendors are furthest along on the path toward a unified platform? Which are delivering consistently today, both at a solution level and in terms of support and vendor/client partnership?

Notable:
Emerging Technology Spotlight 2022

Authored by: Adam Cherrington , Kyle Chilton , Aurene Wilford | April 2022 | Read Time: 1 minute

Having financially viable healthcare organizations is imperative and requires a reduction in administrative costs. One opportunity to improve financial viability is to digitize and automate workflows across the care continuum, including all operational and clinical workflows. This report offers a first look at Notable—a solution provider focused on delivering intelligent automation for healthcare.

Price Transparency 2022:
Hospital Perceptions of CMS Regulation

Authored by: Dustin Cragun , Alex McIntosh , Tyler Sycamore | April 2022 | Read Time: 6 minutes

As of January 1, 2021, all US hospitals must comply with CMS’ price transparency regulation, which stipulates that hospitals must provide clear, accessible pricing estimates online for at least 300 different shoppable services. Many healthcare organizations have expressed that a variety of challenges make this mandate difficult to meet. In this perception report, KLAS interviewed 66 revenue cycle leaders to understand how hospitals are responding to the regulation and their future plans around price transparency. Going forward, KLAS intends to continue to measure and provide insights into the consumerization of healthcare.

CorroHealth Autonomous Coding:
Emerging Technology Spotlight 2022

Authored by: Mac Boyter , Kyle Chilton , Braden Taylor | April 2022 | Read Time: 1 minute

More and more healthcare organizations are evaluating the viability of autonomous coding to increase efficiency and reduce overhead expenses. CorroHealth’s autonomous coding product offers provider organizations a solution that streamlines coding workflows to reduce labor-intensive tasks and improve productivity. This report looks to validate the outcomes that CorroHealth’s customers have experienced and examine customers’ satisfaction with the product.

Damo Consulting Digital Transformation Consulting:
First Look 2022

Authored by: Warren Whitford , Spencer Larson , Cathy McCabe | April 2022 | Read Time: 1 minute

Healthcare provider and payer organizations are increasingly concerned with the consumer experience and are working to improve digital engagement. As part of this effort, some organizations enlist consulting firms to help plan, manage, and improve consumer experiences through digital means. Through digital transformation services, consultants help define needs and develop digital road maps. This report evaluates the experience of organizations that have engaged with Damo Consulting on a digital transformation project.

Phox Health:
Emerging Technology Spotlight 2022

Authored by: Jackson Tate , Kyle Chilton , Aurene Wilford | April 2022 | Read Time: 1 minute

Healthcare organizations can face challenges while maintaining pharmacy financial margins, reducing medication abandonment, and delivering medications safely and securely to patients. Providing optimal care quality to virtual care patients requires timely access to prescription-delivery products and other healthcare products. This report offers a first look at Phox Health, a healthcare solution provider who partners with medical couriers to deliver medications across health system departments and to patients.

Middle East & Africa PACS 2022:
Which Vendors Meet Customer Expectations?

Authored by: Everton Santos , Jonathan Christensen , Sidney Tate | April 2022 | Read Time: 6 minutes

The PACS market in the Middle East and Africa is evolving, with some vendors gaining prominence and others losing traction. Healthcare organizations are looking to enhance their imaging strategies with new, advanced technology (e.g., AI and the cloud) and want vendors who innovate and deliver this technology. Using customer feedback from 60 organizations across 14 countries, this report is KLAS’ first to focus on the PACS market in the Middle East and Africa, exploring vendor market share and performance and examining which vendors are keeping pace with customer expectations.

European EMR 2022:
Which Vendors Meet Customer Needs in a Rapidly Shifting Landscape?

Authored by: Eder Lagemann , Jonathan Christensen , Sidney Tate | April 2022 | Read Time: 11 minutes

In the past few years, there has been significant merger and acquisition (M&A) activity among EMR vendors who market in Europe as well as significant purchasing activity by healthcare organizations, creating one of the world’s most dynamic EMR markets. From 2016–2020, KLAS validated over 300 EMR decisions impacting over 1,200 inpatient facilities (comprehensive data for 2021 purchases not yet available). Using this data and customer feedback from 100 organizations, this report examines the customer satisfaction, market share, and recent market energy of European EMR vendors and evaluates which are best meeting customer needs in this competitive market.

Interoperability Facilitator Ecosystem 2022:
Vendor-Reported Capabilities

Authored by: Tyson Blauer , Paul Warburton | March 2022 | Read Time: 3 minutes

Almost all HIT solutions today need to be able to share data in some capacity. To a large extent, efforts by provider and vendor organizations to enable interoperability have focused on EMR-to-EMR data sharing or sharing between other solutions whose primary function is not interoperability (e.g., BI systems, population health management platforms). Such sharing has also been the focus of KLAS’ historical interoperability research. However, there are a large number of standalone solutions—both old and new—whose primary function is to facilitate interoperability for specific use cases. These interoperability facilitators are garnering increased market interest as organizations face an expanding array of data-sharing needs.

To help provider organizations better understand their options for tackling interoperability, this report uses vendor-provided information (not yet validated by KLAS) to examine the various solutions’ primary use cases, customer types, and deployed functionality. Future research will utilize customer feedback to validate vendor capabilities and measure customer satisfaction. For complete details on vendors’ self-reported capabilities, see the full report.

1upHealth FHIR Platform:
Emerging Technology Spotlight 2022

Authored by: Joe VanDeGraaff , Joseph Ybarra , Aurene Wilford | March 2022 | Read Time: 1 minute

In 2021, new CMS rules came into effect that require CMS-regulated health plans to have a patient access API and a provider directory API. Aimed at increasing the interoperability of personal health data, these rules have prompted payers to look at new ways of sharing external information. This report evaluates 1upHealth‘s FHIR Platform, an interoperability solution designed to help payer customers meet governmental regulations and improve consent and authorization management.

Smart Pumps 2022:
Where Are Organizations Investing for the Future? (A Decision Insights Report)

Authored by: Jackson Tate , Jennifer Hickenlooper | March 2022 | Read Time: 10 minutes

The smart pumps market sees a high number of purchase decisions as old pumps wear out and new functionality becomes available, including bidirectional EMR interoperability, updated pump functionality, and better verification and documentation. To determine where healthcare organizations are investing for the future, this report examines 40 recent or upcoming smart pump purchase decisions validated by KLAS between January 2020 and December 2021. For additional context, satisfaction data from current customers is also included.

Clarify Health Atlas Platform:
Emerging Technology Spotlight 2022

Authored by: Bradley Hunter , Ryan Pretnik , Spencer Larson | March 2022 | Read Time: 1 minute

Today, many healthcare organizations have a limited ability to aggregate, analyze, and generate actionable insights from big data. Properly harnessed, big data can enable provider and payer organizations to better analyze population health to unlock the potential of value-based care (VBC) and improve medical and financial decisions. Clarify Health strives for this through Atlas, their analytics platform that delivers insights via use case specific software applications. This report seeks to validate customers’ experience with Clarify Health’s analytics software.

Medication Inventory Management 2022:
Insights from Advanced Users Reveal What Is Possible Today

Authored by: Jackson Tate , Paul Warburton , Doug VanWagenen | February 2022 | Read Time: 6 minutes

Medication inventory represents tremendous hospital spend. Managing it well is crucial for patient safety and cost management, yet many healthcare organizations report they struggle to get the right tools and workflows in place, leading to high-touch, manual processes. To understand what is possible with medication inventory management today, KLAS spoke to organizations that have broadly adopted capabilities from BD, Epic, Omnicell, and Swisslog Healthcare. Based on the feedback from these advanced users, this report examines the breadth of capabilities in use today, how well the solutions integrate with various hardware components, and how well the vendors support their customers to drive key outcomes. Performance data from vendors’ general customer bases is also included for additional context.

Cerner Flash Insights 2022:
Customers' Initial Perspectives on Big Company Changes

Authored by: Coray Tate , Sarah Verseman | February 2022 | Read Time: 6 minutes

Cerner clients and the healthcare industry at large believe Cerner is at a crossroads. In the past few months, Cerner has brought on a new CEO, pivoted in a new direction with their revenue cycle offering (RevElate), and announced their acquisition by Oracle. In addition to these recent changes, over the past two years, an increasing number of long-time Cerner executives have left. Amidst these changes, several clients have been forming contingency plans and say they cannot wait one or two years for more solid information. Many have reached out to KLAS seeking to better understand their peers’ impressions of these significant changes. This report—the first of several Cerner-specific reports KLAS intends to publish this year—is a summary of Cerner’s current performance data, collected over the past five years. It is supplemented with initial customer perceptions from 26 unique organizations, all collected after Cerner announced the move to RevElate in October 2021. In future research, KLAS intends to collect perceptions from additional customers and validate the impacts customer organizations have seen from the recent changes.

Zebra Technologies:
First Look 2022

Authored by: Paul Hess , Joseph Ybarra , Spencer Larson | February 2022 | Read Time: 1 minute

Shared smart devices are becoming increasingly popular in healthcare as a means of improving communication, streamlining clinical workflows, and potentially consolidating the nurse tool belt. In this report, KLAS spoke to healthcare organizations that are using Zebra Technologies’ TC52-HC, a mobile computer, to get their perspective on how well these devices perform, increase operational efficiency, enhance patient care, and meet the unique needs of clinical workflows.

_{Note: This report is a reprint of research originally published in November 2021. Small data errors that appeared in that report have been corrected in this current version.}

Stellar Health Platform:
Emerging Technology Spotlight 2022

Authored by: Bradley Hunter , Joseph Ybarra , Spencer Larson | February 2022 | Read Time: 1 minute

Disbursing payments to physicians participating in value-based care (VBC) contracts has always been tricky since payments are often delayed by several months. Stellar Health helps maximize results in VBC contracts by incentivizing physicians via quick payments for desired value-based actions and behaviors. This report seeks to validate the experiences of healthcare organizations that use the Stellar Health Platform.

DeliverHealth (MIST) Ambulatory Services:
First Look 2022

Authored by: Mac Boyter , Joseph Ybarra , Aurene Wilford | February 2022 | Read Time: 1 minute

Healthcare organizations often seek to simplify their IT processes by eliminating productivity barriers and lessening physicians’ documentation burdens. To aid organizations in streamlining their processes, DeliverHealth (formerly MIST) provides industry expertise and customizable EMR consulting and advisory services. This report is a first look at the DeliverHealth client experience.

Datos:
Emerging Technology Spotlight 2022

Authored by: Jeremy Goff , Joseph Ybarra , Aurene Wilford | January 2022 | Read Time: 1 minute

In the expanding world of remote and virtual care settings, healthcare organizations are actively working to better engage with patients and implement solutions that enable clinicians to provide needed care. The purpose of this spotlight report is to provide an early look at customer satisfaction with the Datos Health remote care platform and the outcomes customers have achieved.

Carium:
Emerging Technology Spotlight 2022

Authored by: Adam Cherrington , Joseph Ybarra , Aurene Wilford | January 2022 | Read Time: 1 minute

As healthcare organizations seek to reduce costs and improve patient outcomes, they often look to technology that engages patients in their care. Carium strives to fill this need by providing tools that remotely monitor patients, report on their conditions and progress, and guide them through their care journeys. This report examines the Carium customer experience.

DeliverHealth Gemini:
Emerging Technology Spotlight 2021

Authored by: Mac Boyter , Joseph Ybarra , Tyler Sycamore | January 2022 | Read Time: 1 minute

More and more healthcare organizations are looking to engage patients throughout their healthcare experience. DeliverHealth’s Gemini—a digital front door solution—is intended to improve the patient experience while minimizing pain points that can arise. This report seeks to validate early adopters’ experience with Gemini.

Iodine Software Artifact:
Emerging Technology Spotlight 2021

Authored by: Mac Boyter , Joseph Ybarra , Jacob Mortensen | January 2022 | Read Time: 1 minute

Clinician burnout is a major concern for health systems. Burnout comes from various factors and can be tackled in a variety of ways. With the end goal to improve patient outcomes and decrease clinician burnout, Iodine Software Artifact provides a physician querying process designed to decrease duplicate efforts and speed up answers to clinical documentation coding questions. This report seeks to validate the experiences of organizations using Artifact.

Nuance DAX:
Emerging Technology Spotlight 2021

Authored by: Boyd Stewart , Joseph Ybarra , Braden Taylor | January 2022 | Read Time: 1 minute

To increase clinical documentation quality and reduce physician burnout, provider organizations look to solutions like scribes who can take notes during patient appointments or technology that captures physician notes. Nuance’s solution Dragon Ambient eXperience (DAX) uses ambient technology to capture and automatically document patient encounters via a mobile app. This report seeks to validate early adopters’ experience with the solution and what outcomes they anticipate.

Surescripts Interoperability Solutions (Direct Provider Customers):
First Look 2021

Authored by: Tyson Blauer , Joseph Ybarra , Jacob Mortensen | January 2022 | Read Time: 1 minute

For many years, Surescripts has been well known in the industry for their work with ePrescribing. It is not as well known that they also have capabilities to help with other interoperability challenges. This report shares customer feedback on Surescripts’ Record Locator & Exchange and Clinical Direct Messaging solutions, along with limited insights on adoption of the newer Care Event Notifications solution. Customers interviewed for this report are provider organizations using Epic’s EMR and working directly with Surescripts (other EMR vendors act as an intermediary between their customers and Surescripts).

Spectralink Versity:
First Look 2021

Authored by: Paul Hess , Joshua Jensen , Aurene Wilford | January 2022 | Read Time: 1 minute

Shared smart devices are a means of improving communication and clinical workflows. For this report, KLAS spoke to healthcare organizations to understand their perspective on how well these devices meet their needs. Aspects reported on include clinical workflows, network connectivity, call quality (VoIP), barcode scanning, camera quality, overall durability, battery life, bulkiness, operating system updates, native security features, average cost of device, and the quality of vendor services offered.

CenterX Real-Time Prescription Benefits (RTPB):
Emerging Technology Spotlight 2022

Authored by: Dustin Cragun , Joseph Ybarra , Tyler Sycamore | January 2022 | Read Time: 1 minute

Medication compliance is an important, if not the critical, driver of successful clinical outcomes. When prescribing, providers need to know out-of-pocket costs and alternatives so they can involve patients in determining the treatment that is most clinically and financially appropriate. CenterX Real-Time Prescription Benefit (RTPB) provides real-time, patient-specific prescription information and plan restrictions based on the patient’s coverage, such as suggested alternatives and prior authorization requirements.

CenterX Electronic Prior Authorization:
Emerging Technology Spotlight 2022

Authored by: Dustin Cragun , Joseph Ybarra , Tyler Sycamore | January 2022 | Read Time: 1 minute

Obtaining prior authorization (PA) can be time-consuming and frustrating. If done incorrectly or missed entirely, it can lead to claims being denied. CenterX Electronic Prior Authorization (ePA) is a digitally integrated solution that allows users to complete pharmacy benefit PAs from their Epic workflows. Simplified digital workflows coupled with accurate data submission and retrieval can save valuable time, reduce administrative burden, and reduce inaccuracies in the PA process.

Hayes MDaudit:
First Look 2021

Authored by: Dustin Cragun , Joseph Ybarra , Aurene Wilford | January 2022 | Read Time: 1 minute

Healthcare organizations are under pressure on many fronts, including their financial viability. Amid this pressure, revenue optimization, integrity, and total compliance are crucial. MDaudit from Hayes addresses these concerns by bringing multiple teams into a single enterprise platform to mitigate compliance and revenue risks. The solution addresses key areas such as continuous risk monitoring, anomaly detection, and workflow automation.

Omnicell XR2:
Emerging Technology Spotlight 2021

Authored by: Jackson Tate , Joseph Ybarra , Spencer Larson | January 2022 | Read Time: 1 minute

Hospital pharmacies are evaluating new automations that can reduce costs, improve efficiency, and boost medication safety. Omnicell’s XR2 robot contributes to autonomous pharmacies, and many hospitals are investigating its viability to drive real, lasting automation and change. Reports regarding the XR2’s performance are still emerging, and this report contains the experiences of a very small number of live customers.

VIDAL (Non-US):
First Look 2022

Authored by: Eder Lagemann , Joseph Ybarra , Braden Taylor | January 2022 | Read Time: 1 minute

As the need for safe, efficient medication management becomes more critical, VIDAL plays an important role in providing drug database software to healthcare organizations outside the US that are using ePrescribing. VIDAL partners with EMR vendors worldwide to offer customers drug referencing and interaction-checking capabilities that are integrated with EMRs. VIDAL also offers their solution as a standalone product. This report shares customer perceptions of how well VIDAL improves prescription quality and optimizes medication management.

Drug Diversion Monitoring 2021:
Energy High for Next-Generation Solutions (A Decision Insights Report)

Authored by: Jackson Tate , Jennifer Hickenlooper | January 2022 | Read Time: 9 minutes

In the last 12 months, KLAS has interviewed 41 healthcare organizations that have recently purchased a drug diversion monitoring solution or are in the process of doing so. This represents a sharp increase in market activity. Several factors are fueling the growth, including greater awareness of the opioid crisis as well as a greater need during the COVID-19 pandemic for visibility and automation when it comes to managing medication inventories. Additionally, organizations are considering several newer technology options purported to offer more intuitive workflows and more complete investigational tools. This report examines recent and upcoming drug diversion monitoring purchase decisions to determine which vendors are generating the highest interest.

Virtus Informatics Derwaza:
First Look 2021

Authored by: Everton Santos , Joseph Ybarra , Spencer Larson | December 2021 | Read Time: 1 minute

Virtus Informatics’ Derwaza solution is a digital gateway that enables caregivers and patients to securely access patient data and perform patient-centric activities via mobile devices. The solution promotes digital health and facilitates digital transformation without customers having to invest in costly off-the-shelf EHRs. This report seeks to validate clients’ experiences with Derwaza’s features.

Cognizant Healthcare BPaaS:
First Look 2021

Authored by: Joe VanDeGraaff , Joseph Ybarra , Spencer Larson | December 2021 | Read Time: 1 minute

Business process as a service (BPaaS) is a new delivery method for core payer claims and administration solutions that can lighten administrative burdens and increase health plans’ efficiency. Cognizant began offering BPaaS about two years ago (previously offered business management services [BMS] and business process outsourcing [BPO]). Today they have the largest presence in this space, and they actively encourage BPaaS adoption. For this report, KLAS performed in-depth interviews with five organizations using Cognizant’s Healthcare BPaaS model for Facets and QNXT (both acquired from TriZetto).

Gozio Health:
Emerging Technology Spotlight 2021

Authored by: Adam Cherrington , Joseph Ybarra , Jacob Mortensen | December 2021 | Read Time: 1 minute

Gozio Health offers a solution to help patients not only locate healthcare locations and services but also consolidate and access multiple tools that are used to engage patients in their care. As the landscape of patient-facing engagement tools becomes more fragmented, solutions like Gozio have the potential to simplify and improve the overall patient experience. In this spotlight report, KLAS will validate the use cases, experiences, and speed to outcomes of Gozio Health’s customers.

Everbridge:
First Look 2021

Authored by: Paul Hess , Joseph Ybarra , Tyler Sycamore | December 2021 | Read Time: 1 minute

Everbridge is a market share leader in the critical alert management and mass communications spaces. Enabling healthcare organizations to assess risk, locate impacted people, act rapidly, and analyze outcomes for improvement opportunities, platforms like Everbridge’s are essential for healthcare organizations’ emergency preparedness programs and strategies. This report highlights healthcare customers’ experiences with and usage of the Everbridge platform for emergency preparedness and other mass communications needs.

Comprehensive Ambulatory Platforms 2021:
What to Expect from a Single Source

Authored by: Aaron Gleave , Alex McIntosh | December 2021 | Read Time: 7 minutes

Looking to improve integration and reduce vendor complexity, ambulatory organizations have recently accelerated efforts to consolidate their technology solutions. However, their EMR vendor’s portfolio may have gaps or may not stack up in certain areas to the specialized functionality of best-of-breed solutions. To help organizations determine whether a consolidated IT approach is best for them, KLAS conducted in-depth interviews with ambulatory organizations that have broadly and deeply adopted their EMR vendor’s technology portfolio. These customers’ feedback reveals what technology is adopted today, where gaps still exist, and what benefits and potential pitfalls other organizations may want to consider as they move toward consolidation.

Vendors that offer a wide range of IT solutions for ambulatory practices were invited to submit a list of the organizations that have most broadly and deeply adopted their ambulatory portfolios (eClinicalWorks elected not to participate and MEDITECH did not have enough standalone ambulatory customers to qualify). Five “deep adopters” were interviewed for each participating vendor. Their insights are intended to help other organizations understand the current best-case scenario with a comprehensive ambulatory platform.

European Digital Pathology 2021:
Adoption Grows for Primary Diagnosis

Authored by: Eder Lagemann , Jonathan Christensen , Sidney Tate | December 2021 | Read Time: 6 minutes

Use of digital pathology for primary diagnosis^† has recently seen a rapid increase in both interest and adoption, thanks to benefits like improved efficiency and remote reading/telepathology capabilities (see KLAS’ 2019 report). The COVID-19 pandemic has spurred even greater consideration of remote-reading options, and some organizations are looking to digital pathology to mitigate anticipated pathologist shortages in the future. Overall, Europe has seen the greatest adoption of digital pathology. For this report, KLAS interviewed pathology groups across 15 European countries who are live with digital pathology for primary diagnosis. The following pages share performance insights on Philips, Sectra, and Tribun Health—the market leaders in considerations and live customers for digital pathology image management systems (IMS).

Microsoft Acquisition of Nuance 2021:
Nuance Customer Perceptions of Acquisition's Impact

Authored by: Boyd Stewart , Joshua Jensen , Tyler Sycamore | December 2021 | Read Time: 6 minutes

In April 2021, Microsoft signaled a further push into the healthcare industry by announcing their acquisition of speech recognition and artificial intelligence vendor Nuance. To gauge customer perceptions of this acquisition, KLAS interviewed 39 of Nuance’s healthcare customers to get their thoughts on how the acquisition might impact their organizations going forward.

Patient Access 2021:
How Well Do Enterprise EMR Vendors Meet Organization Needs?

Authored by: Dustin Cragun , Alex McIntosh | December 2021 | Read Time: 5 minutes

Due to the ever-increasing complexity of revenue cycle management, organizations have historically had to supplement patient access functionality from their enterprise EMR vendor with third-party revenue cycle vendors. But with the push toward software consolidation, organizations would like their enterprise EMR vendors to further develop patient access capabilities and better meet customers’ growing needs. This report examines the patient access offerings of enterprise EMR vendors^† Cerner, Epic, and MEDITECH and shares customers’ perception of how well positioned these vendors are to deliver functionality currently provided by third parties. To view performance data for third-party vendors, click here.

† KLAS was unable to interview a sufficient number of Sunrise Financial Manager customers to include data for Allscripts’ patient access offering.

What Is Patient Access?

For the purposes of this report, patient access functionality includes address verification, cost estimates, coverage discovery, eligibility verification, medical necessity, prior authorizations, propensity to pay, registration QA, and scheduling. KLAS acknowledges this functionality is closely related to other areas like patient experience improvement, patient financial engagement, and patient intake management. To access data about these additional areas, view the relevant market segments on the KLAS website.

Healthcare Services 2021:
(A Decision Insights Report)

Authored by: Warren Whitford , Sam Eaquinto | November 2021 | Read Time: 5 minutes

Since November 2020, KLAS has collected insights regarding 349 decisions by 245 healthcare organizations to engage a services firm. This report offers a first, high-level look at services decisions specifically. The types of services with the highest decision energy in the last year include HIT staffing, HIT advisory services, HIT implementation leadership (small), and technical services. Ongoing insights on services decisions will be available on the KLAS website in the first half of 2022, and as this research continues over time, data on individual markets and firms will grow more representative.

Imprivata:
First Look 2021

Authored by: Paul Hess , Joseph Ybarra , Spencer Larson | November 2021 | Read Time: 1 minute

The increased use of shared smart devices in healthcare has revealed the difficulty and manual intensity that healthcare organizations face in systematically securing, managing, maintaining, and deploying smart devices at scale while ensuring adoption and ease of use for end users. The Imprivata Mobile solutions—which include GroundControl (for iOS) and Mobile Device Access (for Android)—are designed to help. This report examines the customer experience with these solutions.

Laudio:
Emerging Technology Spotlight 2021

Authored by: Tanya Egbert , Joseph Ybarra , Braden Taylor | November 2021 | Read Time: 1 minute

Laudio’s continuous performance management platform provides frontline healthcare leadership with real-time support for personalized engagement between managers and team members. Laudio takes engagement insights from existing data sources to detect turnover risk and identify opportunities for employee engagement that drive job satisfaction, reduce burnout and turnover, improve employee satisfaction, and impact quality, safety, and patient experiences. This spotlight aims to capture Laudio’s performance and ability to deliver for initial customers.

Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the WellSky Suite

Authored by: Paul Hess , Emily Paxman | November 2021 | Read Time: 7 minutes

Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on WellSky and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from WellSky customers with multiple PAC service lines, exploring (1) their adoption of WellSky’s offerings, (2) outcomes from the product suite approach, (3) WellSky’s strengths and weaknesses, and (4) how likely WellSky is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

Streamline Health:
First Look 2021

Authored by: Dustin Cragun , Joseph Ybarra , Braden Taylor | November 2021 | Read Time: 1 minute

Inaccurate coding significantly impacts healthcare financial performance and introduces unnecessary risk. Though provider organizations would prefer to optimize all coding before billing, resource constraints force them to review only a limited number of cases after the billing process. This report examines customers’ experience with Streamline Health’s eValuator, a cloud-based system that allows organizations to analyze and correct 100% of cases prior to billing to achieve the greatest financial impact.

Avaap:
First Look 2021

Authored by: Kaleb Harris , Jacob Mortensen | November 2021 | Read Time: 1 minute

Healthcare organizations are increasingly pivoting to the cloud and seeking digital transformations, and those changes cause many healthcare organizations to invest in new ERP systems—such as the Workday ERP suite. Avaap became a certified Workday services partner in 2016 and a Workday advisory services partner in 2015. Historically, Avaap has been an Infor-focused firm, but they recently divested their Infor services to focus solely on Workday. This report explores Avaap’s performance as an ERP implementation and digital transformation partner in the Workday space.

Capgemini:
First Look 2021

Authored by: Everton Santos , Joseph Ybarra , Tyler Sycamore | November 2021 | Read Time: 1 minute

Capgemini offers healthcare management consulting services to provider and payer organizations to improve their business processes. Using digital transformation strategies and data-driven insights, Capgemini analyzes clients’ existing organizational problems, develops solutions, and then assists in executing strategic plans. This report is an early look at the outcomes and satisfaction of Capgemini clients.

Guidelines for Strengthening Customer Success Management Programs

Authored by: Rebecca Hammond , Darin Dooley | November 2021 | Read Time: 6 minutes

When measuring success, provider organizations don’t consider solely product outcomes—the vendor relationship is also critical. KLAS has found that vendors who partner with their customers cultivate stronger loyalty among them, even when the product is in need of improvements. This is because vendors have properly managed expectations, communicated the developmental road map and vision, and understood their customers’ goals to help drive outcomes. To define some guidelines around strengthening customer relationships, KLAS interviewed 65 vendors about their customer success management programs. The research includes vendors who have an account management team or customer success managers (CSMs) that fulfill responsibilities outside of generating sales and offering frontline support. This report outlines common CSM pitfalls and some guidelines that address these pitfalls and strengthen CSM programs.

Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the Netsmart Suite

Authored by: Paul Hess , Emily Paxman | November 2021 | Read Time: 7 minutes

Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on Netsmart and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from Netsmart customers with multiple PAC service lines, exploring (1) their adoption of Netsmart’s offerings, (2) outcomes from the product suite approach, (3) Netsmart’s strengths and weaknesses, and (4) how likely Netsmart is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

DrFirst MedHx:
First Look 2021

Authored by: Aaron Gleave , Joseph Ybarra , Spencer Larson | October 2021 | Read Time: 1 minute

DrFirst’s MedHx solution provides a broad source of medication history data, including local pharmacy data, with the goal of enabling faster, more accurate medication reconciliation that reduces the risk of medication errors and adverse drug events caused by keyboard errors and missing/poor-quality prescription data. This report provides a first look at the experiences of MedHx customers and explores whether the solution’s medication history data is driving accessibility, accuracy, and safety.

MEDITECH Implementation Services 2021:
How Well Do Firms Drive Successful Implementations?

Authored by: Kaleb Harris , Jennifer Hickenlooper , Doug VanWagenen | October 2021 | Read Time: 6 minutes

When implementing a MEDITECH EMR, provider organizations must use a firm that is certified by MEDITECH (i.e., READY-certified). There are many READY-certified firms in the market, and MEDITECH has recently joined the competition by offering their own implementation services. To help provider organizations navigate their options, this report seeks to share which firms consistently provide high-quality services and provides an early look at the client experience with MEDITECH’s implementation services.

Opioid Management 2021:
Insights from CHIME’s “Healthcare’s Most Wired”—An Update on Strategies Employed by Advanced Ambulatory Healthcare Organizations

Authored by: Bob Cash , Cathy McCabe | October 2021 | Read Time: 2 minutes

On an annual basis, acute care, ambulatory, and long-term/post–acute care organizations take part in CHIME’s HealthCare’s Most Wired survey, with the overall goal of improving healthcare through the best use of available technology. Organizations are surveyed about their current adoption levels and strategies across many IT areas. This study looks at the responses of 263 ambulatory organizations in the United States to understand how organizations are using technology to battle opioid use disorder (OUD). It also compares the latest findings with trends from 2019 (see KLAS’ prior installment in this series).

HealthEdge Core Payer Administration Platform 2021:
Newfound Energy in a Stagnant Market

Authored by: Joe VanDeGraaff , Jennifer Hickenlooper | October 2021 | Read Time: 9 minutes

Though core administration platforms are essential for payer organizations, many of the products in the market are perceived as outdated, complex, and low performing (the market has one of the lowest average performance scores of any KLAS measures). However, HealthEdge has recently seen increased attention from both small and large health plans, who view the vendor’s technology as innovative and who have been asking KLAS for vendor insights. This report examines the experience of HealthEdge customers and how the HealthEdge technology stands out from competitors’.

SureTest:
Emerging Technology Spotlight 2021

Authored by: Kaleb Harris , Joseph Ybarra , Spencer Larson | October 2021 | Read Time: 1 minute

Provider organizations regularly need to upgrade and update their IT applications. Testing to ensure previous workflows remain intact is a monotonous, manual process that diverts resources from patient care. SureTest’s automated testing tool streamlines the testing process and significantly reduces staff hours devoted to testing. This report examines customer experiences to see how SureTest is helping provider organizations gain valuable hours by automating this testing process.

Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the PointClickCare Suite

Authored by: Paul Hess , Emily Paxman | October 2021 | Read Time: 7 minutes

Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on PointClickCare and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from PointClickCare customers with multiple PAC service lines, exploring (1) their adoption of PointClickCare’s offerings, (2) outcomes from the product suite approach, (3) PointClickCare’s strengths and weaknesses, and (4) how likely PointClickCare is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

PHM Downside Risk 2021:
Guiding Principles from Successful Organizations

Authored by: Bradley Hunter , Cathy McCabe | October 2021 | Read Time: 11 minutes

In the United States, just 10% of the average healthcare organization’s revenue comes from downside risk contracts. However, several health systems are ahead of the curve, and their valuable insights on adopting downside risk can help peers figure out how to move the needle on value-based reimbursement (VBR). KLAS worked with population health management (PHM) vendors to identify which of their customers are most advanced in adoption of downside risk contracts and then conducted interviews with top executives at 15 of these organizations. We spoke with large, midsize, and small health systems as well as a handful of ACOs, highlighting the fact that with the right technology and organizational structure and buy-in, organizations of all types can make significant progress toward VBR.

The Executive Insights portion of this report explores what outcomes the organizations have achieved as well as their aggregated insights regarding keys to success, lessons learned, and potential pitfalls. Case studies for each of the participating organizations provide additional detail and can be found in the Expanded Insights section of the report.

ECP:
First Look 2021

Authored by: Paul Hess , Joseph Ybarra , Spencer Larson | October 2021 | Read Time: 1 minute

ECP provides a web-based software suite used by assisted living facilities (ALFs), independent living facilities (ILFs), memory care facilities (MCFs), intellectual and developmental disabilities (IDDs) care providers, and pharmacies to help improve clinical outcomes, business performance, and compliance. This report examines the real-life outcomes and satisfaction experienced by ECP customers as well as what key functionality has been adopted, specifically by ALFs, MCFs, and ILFs.

Armis:
First Look 2021

Authored by: Joe VanDeGraaff , Joseph Ybarra , Spencer Larson | October 2021 | Read Time: 1 minute

With the expansion of medical and non-medical devices that connect to the internet, security for the internet of things (IoT) is a top priority for healthcare organizations. As ransomware cases have increased, the ability to identify, monitor, and secure all network devices has become critical. This study is an early look at customers’ experience with Armis, a cross-industry vendor that has gained traction in the growing healthcare IoT security market.

Infor FHIR Bridge:
First Look 2021

Authored by: Dustin Cragun , Joseph Ybarra , Tyler Sycamore | October 2021 | Read Time: 1 minute

Large-scale investment in legacy systems can inhibit healthcare organizations from adopting FHIR technology. Infor FHIR Bridge allows healthcare organizations to continue using existing legacy systems while interoperating with FHIR-enabled solutions. This solution bridges the gap between traditional clinical systems that usually communicate via HL7 v2, proprietary APIs, or database interactions with the emerging FHIR-based application ecosystem. It uses a library of prebuilt standard adapters that allow organizations to use FHIR as they choose.

Healthcare Consulting and Services 2021:
What Challenges Lie Ahead, and Who Can Help?

Authored by: Warren Whitford , Lois Krotz , Cathy McCabe | September 2021 | Read Time: 6 minutes

No industry has been impacted by COVID-19 quite like healthcare, and many provider organizations now have new ideas about what the future will look like. For this study, KLAS asked 140 healthcare leaders (from C-suites to directors in both IT and non-IT roles) to identify which areas of future focus are most likely to require help from consulting firms and which firms are best positioned to offer guidance.

Health at Home White Paper 2021

Authored by: Schafer Jackson , Dan Czech , Ciera Walker | September 2021 | Read Time: 1 minute

In the wake of COVID-19, health at home is growing in popularity as provider organizations seek to deliver high-quality, lower-cost patient care while minimizing the health risks associated with the hospital environment. To this end, organizations have begun offering acute care services at home, in addition to existing post–acute care options. The technology, supplies, services, and staffing needed for health at home can be quite complex, and the many interdependent pieces may be adopted à la carte or as a comprehensive offering. To help provider organizations better understand this dynamic market, this paper establishes a health at home framework and answers key questions about what provider organizations may want to consider for their own health at home strategies. While KLAS’ customer satisfaction research for health at home is emerging, we have existing data for areas like home health, hospice, and private duty/personal care; links to this data are provided where appropriate.

Digital Front Door 2021:
A View Through the Eyes of Market Leaders

Authored by: Adam Cherrington , Dan Czech | September 2021 | Read Time: 10 minutes

Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.

Klara:
First Look 2021

Authored by: Adam Cherrington , Joseph Ybarra , Tyler Sycamore | September 2021 | Read Time: 1 minute

Provider organizations are seeking to consolidate patient engagement vendors, and Klara—a provider of patient outreach functionality—offers several components needed for an effective patient engagement strategy (click here to explore KLAS’ full patient engagement ecosystem). This report provides a first look at the satisfaction and outcomes of Klara’s patient outreach customers.

Middle East & Africa EMR 2021:
Vendor Performance and Market Energy

Authored by: Everton Santos , Jonathan Christensen , Sidney Tate | September 2021 | Read Time: 9 minutes

Many healthcare organizations in the Middle East and some in Africa have made EMR purchase decisions over the last five years (2016–2020). In that time, KLAS has validated 86 EMR decisions—72 in the Middle East and 14 in Africa—impacting over 320 hospitals, with decisions made in 2018–2020 impacting (on average) at least twice as many facilities as decisions made in 2016–2017. This report will examine the customer satisfaction, market share, and recent wins and market energy of EMR vendors in the Middle East and Africa. Compared to KLAS’ previous report on EMRs in the Middle East (published in 2019), this study includes performance data on a significantly higher number of vendors, providing more expansive insights, particularly into the Middle East market.

Ambulatory Surgery Center EMR 2021:
High Clinical Adoption Driving Value

Authored by: Aaron Gleave , Alex McIntosh | September 2021 | Read Time: 6 minutes

As more medical care moves to ambulatory settings, ambulatory surgery centers (ASCs) are gaining momentum in both general and specialty settings. Today, the vast majority of ASCs use paper for their clinical documentation, but the market is shifting. Some newer vendors have begun offering EMRs for ASCs alongside their specialty-specific EMRs. Organizations can choose from ASC-specific solutions or integrated ambulatory solutions. Across vendors, the value is clear—nearly all interviewed organizations have achieved high physician adoption of clinical documentation tools and can complete all documentation in the EMR. And nearly all feel their EMR has helped them deliver better patient care and drive clinical outcomes. This report examines how vendors in this market measure up in key areas.

Atlas Health:
Emerging Technology Spotlight 2021

Authored by: Boyd Stewart , Joseph Ybarra , Spencer Larson | August 2021 | Read Time: 1 minute

Atlas Health offers solutions that help healthcare organizations better serve their low-income and uninsured patient populations by matching patients with financial aid and medication assistance programs. Atlas Health’s staff also manages all post-enrollment tasks, like ordering medication, submitting claims, and documenting reimbursements. This report is an early look at the customer experience with Atlas Health’s services and Atlas Navigator product.

Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the MatrixCare Suite

Authored by: Paul Hess , Emily Paxman | August 2021 | Read Time: 7 minutes

Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on MatrixCare and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from MatrixCare customers with multiple PAC service lines, exploring (1) their adoption of MatrixCare’s offerings, (2) outcomes from the product suite approach, (3) MatrixCare’s strengths and weaknesses, and (4) how likely MatrixCare is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.

Real Time Medical Systems:
First Look 2021

Authored by: Paul Hess , Joshua Jensen , Tyler Sycamore | August 2021 | Read Time: 1 minute

With the shift toward value-based care, data analytics and care coordination across various modalities will be critical to organizational success. Real Time Medical Systems’ Interventional Analytics solution provides actionable clinical and reimbursement performance data—pulled directly from the post–acute care EHR—to skilled nursing facilities, hospitals, ACOs, and payers. Real Time’s SaaS-based platforms include live data analysis that offer patient- and facility-level risk stratification to reduce hospital readmissions, identify and intervene in high-risk changes in patient conditions, monitor antibiotic usage and infection control, and more. This report aims to validate the experience of Real Time’s customers.

DrFirst:
First Look 2021

Authored by: Aaron Gleave , Joshua Jensen , Spencer Larson | August 2021 | Read Time: 1 minute

This report examines the experiences of early adopters of two DrFirst solutions: Medication Management Suite (MMS) and Backline. MMS combines the medication history of MedHx with the price transparency of myBenefitCheck and the automated prescription notifications of RxInform to help health systems improve medication reconciliation and adherence, thereby reducing the risk of readmissions and unnecessary costs. Backline is a comprehensive care collaboration and telehealth platform that aims to provide seamless, compliant, and secure communication (via messaging and telehealth) to internal and external clinical teams, patients, and caregivers. The first section of this report explores how MMS and Backline work together; the remainder of the report examines each solution separately.

ViTel Net:
First Look 2021

Authored by: Schafer Jackson , Joseph Ybarra , Tyler Sycamore | August 2021 | Read Time: 1 minute

As telehealth strategies mature beyond virtual visits, providers are looking for a virtual care platform that will allow them to interoperate with solutions like remote patient monitoring, interpretive services, imaging, and the EMR to make data more accessible and improve outcomes. Since clinical workflows are unique to each service line, the platform needs to be configurable and scalable to meet the needs of each organization. ViTel Net vCareCommand is a platform that allows healthcare organizations to connect the aforementioned solutions while configuring a specific workflow for each service line. The aim of this report is to validate the configured workflows, interoperability, and outcomes achieved by healthcare organizations using the ViTel Net platform.

Healthcare Operations Command Center Ecosystem 2021:
A First Look at the Spectrum of Technology

Authored by: Niel Oscarson , Emily Paxman | August 2021 | Read Time: 11 minutes

Implementations of healthcare operations command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. KLAS’ research shows commandcenters can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction (highlighted explicitly by providers during the pandemic).

This study (1) introduces the healthcare operations command center ecosystem—a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors’ stated offerings match up to that framework and providers’ needs, and (2) shares critical insights and best practices from providers and vendors regarding what it takes to successfully implement and optimize a command center. For some areas detailed in this report, KLAS already measures vendor performance, and links to that content are provided where applicable. However, note that information about vendors in this report is based mainly on vendor-reported information. Future research will further validate capabilities and dive deeper into vendor performance.

Global (Non-US) Virtual Visit Solutions 2021:
Unprecedented Demand Leads to Broad Options

Authored by: Jeremy Goff , Jonathan Christensen | August 2021 | Read Time: 7 minutes

Across the globe, COVID-19 forced provider organizations to explore new ways to safely meet with and care for patients. While regulations may shift in the post-COVID world, most countries are unlikely to roll them back completely, meaning telehealth is here to stay. For this study, KLAS interviewed 113 organizations outside the US about their current state with and future plans for virtual visit technology. 90% have adopted virtual visit technology, and in total, they mentioned using or considering the commercial video visit platforms, public telehealth platforms, or video conferencing platforms of 56 different vendors. At the onset of the COVID-19 pandemic, organizations rolled out technology in a matter of weeks, and most plan to reevaluate these solutions in the near future. What types of platforms and which vendors are being used and considered most often? Who is likely to lose customers and why?

Hart:
Emerging Technology Spotlight 2021

Authored by: Ryan Pretnik , Joshua Jensen , Sam Eaquinto | July 2021 | Read Time: 1 minute

Data and analytics can be daunting to many healthcare organizations. Hart is unique in providing data management services without forcing customers to use a specific software solution. By outsourcing the data integration, organizations can focus on solving problems. Hart also provides expertise around the processes, technology, and best practices for healthcare systems and data. This report will examine the experiences of Hart’s initial clients.

Nurse & Staff Scheduling 2021:
First Look at Workload Balancing

Authored by: Niel Oscarson , Emily Paxman , Ciera Walker | July 2021 | Read Time: 18 minutes

As one of healthcare organizations’ largest operational costs, staffing is a top-of-mind concern. Though not yet widely used, workload balancing can provide insight into staffing gaps and help organizations make equitable assignments based on census data, patient acuity, and staff credentials. This report examines the customer experience of current workload balancing users to help organizations that are considering the tools understand the potential benefits and pitfalls and which nurse and staff scheduling vendors have experience with organizations of their size.

SYNERGEN Health:
Emerging Technology Spotlight 2021

Authored by: Dustin Cragun , Joshua Jensen , Sam Eaquinto | July 2021 | Read Time: 1 minute

Healthcare revenue cycle management (RCM) is complicated and often plagued by inefficiencies and bottlenecks, resulting in cash slow-downs or even stoppages. SYNERGEN Health provides services and advanced digital transformation tools to improve and optimize RCM workflows for ambulatory organizations. These offerings are intended to reduce costs and errors, leading to quicker cash recognition. This report provides an initial look at the SYNERGEN Health client experience.

Secure Exchange Solutions:
First Look 2021

Authored by: Tyson Blauer , Joshua Jensen , Sam Eaquinto | July 2021 | Read Time: 1 minute

Secure Exchange Solutions (SES) provides multiple interoperability solutions—such as Direct messaging and ADT notifications—that connect disparate organizations. As a vendor-agnostic health information services provider leveraged by both providers and HIT vendors, SES facilitates clinical exchange and interoperability that helps provider organizations coordinate and manage care and be compliant with core measures. This report looks at customer satisfaction with SES’ offerings and how broadly their offerings are being used.

Enterprise Resource Planning 2021:
Move to the Cloud Prompts Evaluation of All ERP Options (A Decision Insights Report)

Authored by: Niel Oscarson , Sam Eaquinto | July 2021 | Read Time: 11 minutes

The enterprise resource planning (ERP) market continues to see high purchase energy. Although many healthcare organizations have already switched to cloud platforms, others still use superseded solutions and are faced with a tough decision: do they switch to the cloud offering from their incumbent vendor or take their chances with a new ERP partner? This report examines 65 recent or upcoming ERP purchase decisions to determine the main factors guiding organizations’ ERP platform selections.

Cardiology 2021:
Opportunity for Market Disruption (A Decision Insights Report)

Authored by: Monique Rasband , Emily Paxman , Sam Eaquinto | July 2021 | Read Time: 14 minutes

While enterprise imaging (EI) is on healthcare organizations’ minds, many currently use multiple vendors for different imaging needs. For cardiology in particular, organizations frequently must piece together multiple systems to meet their structured reporting needs. Today, a number of organizations are replacing their legacy cardiology solutions and/or evaluating cardiology in the context of their long-term EI strategy (including structured reporting in the CVIS). No cardiology offering stands out with great customer satisfaction—each of the last three years has seen a different vendor win Best in KLAS for cardiology. This report examines 38 recent cardiology purchase decisions and the factors driving these decisions.

Gravimetric Verification In IV Workflow Management 2021:
How Has The Market Progressed?

Authored by: Jackson Tate , Paul Warburton | July 2021 | Read Time: 6 minutes

Gravimetric verification has been touted as a way to drive significant patient safety gains, and most major IV workflow management vendors have released this functionality. However, the associated challenges (e.g., maintaining an accurate drug density database, changes to compounding workflows) have hurt perceived value for some healthcare organizations, and so far, only BD has demonstrated broad deployment in their customer base. This report examines the maturity of vendors’ gravimetric verification functionality, provides a first look at BD’s performance in this area, and assesses how the technology affects purchase decisions across the market.

CareSimple:
Emerging Technology Spotlight 2021

Authored by: Schafer Jackson , Joshua Jensen , Sam Eaquinto | June 2021 | Read Time: 1 minute

To broaden their virtual care strategies, many healthcare organizations are looking for ways to remotely monitor patients, generate additional revenue, and improve outcomes. CareSimple offers a cloud-based remote patient monitoring (RPM) solution that includes cellular-enabled devices and key services to help organizations optimize their RPM approach. This report aims to validate the performance and scalability of their offering.

Pareto Intelligence:
First Look 2021

Authored by: Ryan Pretnik , Joshua Jensen , Sam Eaquinto | June 2021 | Read Time: 1 minute

Analytics and risk adjustment are hot topics due to the expenses associated with value-based care, government regulations, and CMS programs. Pareto Intelligence’s revenue integrity solution attempts to provide organizations with actionable data to improve their risk documentation outcomes. This report examines the Pareto customer experience.

Intrado HouseCalls Pro:
First Look 2021

Authored by: Adam Cherrington , Sam Eaquinto | June 2021 | Read Time: 1 minute

The HouseCalls Pro solution from Intrado includes multiple patient engagement capabilities that go beyond basic appointment reminders. This First Look report examines the experience of early adopters to explore whether the solution is able to expand capabilities and help guide patients.

GetWellNetwork GetWell Loop:
First Look 2021

Authored by: Adam Cherrington , Joshua Jensen , Sam Eaquinto | June 2021 | Read Time: 1 minute

In November 2018, GetWellNetwork acquired HealthLoop. The renamed GetWell Loop solution offers a way to connect with patients throughout their care journey rather than just reminding them about specific events. This ongoing communication is meant to guide and engage patients but also identify those who need additional support and intervention. This report will examine the experiences of clients using GetWell Loop.

Swellbox:
Emerging Technology Spotlight 2021

Authored by: Mac Boyter , Joshua Jensen , Sam Eaquinto | June 2021 | Read Time: 1 minute

Accelerating an ongoing healthcare trend, the Department of Health and Human Services’ Office for Civil Rights has proposed changes that would strengthen a patient's right to gain access to their own health information. Swellbox provides tools and support to empower patients to access their PHI. This report looks to validate the outcomes and satisfaction of Swellbox clients on this important topic.

MDsave:
First Look 2021

Authored by: Mac Boyter , Joshua Jensen , Sam Eaquinto | June 2021 | Read Time: 1 minute

In an ongoing effort to provide flexibility and insight into healthcare costs, CMS has recently implemented price and quality transparency initiatives. MDsave works with healthcare organizations to ensure they are compliant with these initiatives—the vendor helps organizations provide better prices and allows patients to pre-pay their bills, thereby saving time and cost. This report is an early look at customer satisfaction and seeks to validate what outcomes are being achieved.

Alpha II ClaimStaker:
First Look 2021

Authored by: Mac Boyter , Joshua Jensen , Sam Eaquinto | June 2021 | Read Time: 1 minute

To optimize the intensive process of coding and billing, provider organizations look to solutions that can reduce redundancies in clinical workflows and drive improved financial outcomes. Alpha II’s SaaS-based platform called ClaimStaker integrates with various clinical and financial workflows, and Alpha II draws from their team of certified coders, EDI specialists, and reimbursement subject matter experts to review organizations’ claims and address any needs. This report seeks to validate clients’ outcomes and satisfaction with Alpha II’s offering.

Upfront:
Emerging Technology Spotlight 2021

Authored by: Adam Cherrington , Joshua Jensen , Sam Eaquinto | June 2021 | Read Time: 1 minute

Upfront’s purpose is to engage patients in their care by focusing on the patient actions needed to improve health outcomes. Using analytics to tailor patient communications, they offer ways for patients to connect and engage with care teams at a deeper level. This customized approach has the potential to personalize care and follows consumerism trends found outside healthcare. This report examines the experiences of early customers.

ClinIntell:
First Look 2021

Authored by: Mac Boyter , Joshua Jensen , Sam Eaquinto | May 2021 | Read Time: 1 minute

Historically, clinical documentation improvement (CDI) vendors have provided traditional benchmarking solutions that measure case mix index (CMI) and productivity in hospitals and health systems. ClinIntell, however, uses a data-driven approach based on patient population metrics to help providers and clinicians improve documentation and subsequent coding. This report looks to validate the early outcomes and satisfaction of ClinIntell clients.

uPerform by ANCILE:
First Look 2021

Authored by: Mike Smith , Joshua Jensen , Sam Eaquinto | May 2021 | Read Time: 1 minute

When clinicians can effectively use their EMR, quality of care increases, costs decrease, and clinician satisfaction improves. ANCILE’s digital learning platform—uPerform—helps clinicians save time by providing targeted training, help buttons, and links within EMR workflows. This report provides a first look at the uPerform customer experience.

SOC Telemed:
Emerging Technology Spotlight 2021

Authored by: Schafer Jackson , Joshua Jensen , Sam Eaquinto | May 2021 | Read Time: 1 minute

SOC Telemed offers a turnkey virtual telemedicine platform to help hospitals expand their telemedicine programs across multiple service lines and facilities while achieving clinical and financial outcomes. Customers can leverage their own existing telemedicine hardware and physicians, SOC Telemed’s hardware and physicians, or a hybrid of the two. This report seeks to validate the performance, outcomes, and use cases of the Telemed IQ platform.

Redox:
First Look 2021

Authored by: Tyson Blauer , Joshua Jensen , Sam Eaquinto | May 2021 | Read Time: 1 minute

Not all facilitators of interoperability are prominently visible to healthcare providers. Redox is an interoperability facilitator that works primarily with vendor organizations to enable them to connect to an EHR via a single API. Once this connection is in place, Redox manages all other needed connections and normalizes disparate data sources. Their goal is to enable vendors to easily provide the interoperability that provider organizations need. This First Look report will examine the experiences of Redox’s vendor customers.

Information Blocking:
Flash Insights Report 2021

Authored by: Coray Tate , Paul Warburton | May 2021 | Read Time: 4 minutes

The final rule from the Office of the National Coordinator for Health Information Technology (ONC) regarding the 21st Century Cures Act went into effect April 5, 2021, and includes new regulations regarding interoperability and information blocking. Just before the rule’s start date, KLAS reached out to provider organizations to understand what they have done to prepare, what the biggest challenges were, and how they think the changes will impact interoperability. Feedback from 42 respondents is explored below.

Pexip Health:
First Look 2021

Authored by: Schafer Jackson , Joshua Jensen , Sam Eaquinto | May 2021 | Read Time: 1 minute

Pexip Health enables virtual telehealth visits with their platform. Since their founding 10 years ago, Pexip has gained traction in the healthcare community with their self-hosted, cloud-hosted, and hybrid cloud-deployment options. Pexip aims to replace videoconferencing systems by integrating with healthcare organizations’ existing technologies and workflows and not requiring patients to download software or plug-ins. This report is an early look at the Pexip solution’s performance and outcomes for healthcare customers.

PatientBond:
Emerging Technology Spotlight 2021

Authored by: Adam Cherrington , Joshua Jensen , Sam Eaquinto | May 2021 | Read Time: 1 minute

PatientBond attempts to guide patients through their care journeys by understanding and focusing on their psychographic motivations. By segmenting patients into different patient personas, PatientBond feels they can help target and guide patients more appropriately. This spotlight will examine the experiences of clients hoping to use PatientBond to better personalize care for patients.

ACO Enablement Services 2021:
Enabling Risk and Delivering Outcomes

Authored by: Bradley Hunter , Paul Warburton , Cathy McCabe | April 2021 | Read Time: 8 minutes

The initial explosive growth of ACOs sparked by the Affordable Care Act has since tapered off due to uncertainty about how to move into downside risk. Over the years, several services firms have emerged to help provider organizations with the setup and ongoing management of ACOs. This report shares client feedback on how effectively and quickly these firms drive clinical and financial impact and prepare clients to take on more risk.

HIT Staffing 2021:
Which Firms Consistently Deliver?

Authored by: Kaleb Harris , Jennifer Hickenlooper | April 2021 | Read Time: 7 minutes

HIT staffing engagements vary widely in terms of the length of the project, the project’s complexity, and the skill sets required. Yet success with any engagement comes down to the same factors: having high-quality, well-matched consultants who drive value and achieve desired outcomes. Fortunately, healthcare organizations have many excellent options when choosing a staffing firm. This report—KLAS’ first to examine client satisfaction with HIT staffing engagements—explores which firms in this high-performing market are able to deliver most consistently.

Vatica Health:
Emerging Technology Spotlight 2021

Authored by: Ryan Pretnik , Joshua Jensen , Sam Eaquinto | April 2021 | Read Time: 1 minute

Vatica Health provides dedicated clinical support and technology to payers’ contracted physicians to improve diagnostic coding, documentation, and quality of care for members. Vatica Health’s team works on-site to lend providers support, enabling payers to manage members and their care while also increasing financial impact and reducing compliance risk.

Enjoin:
First Look 2021

Authored by: Mac Boyter , Joshua Jensen , Sam Eaquinto | April 2021 | Read Time: 1 minute

Clinical documentation improvement (CDI) is critical for improving things such as case mix index (CMI) and productivity in hospitals and health systems. While many CDI vendors focus on workflow improvements using technology, Enjoin complements this approach with CDI education, denial defense, and operations support to help clinicians improve documentation and coding. This report looks to validate the outcomes and satisfaction of Enjoin clients.

RXNT:
First Look 2021

Authored by: Aaron Gleave , Joshua Jensen , Sam Eaquinto | April 2021 | Read Time: 1 minute

Use of third-party ambulatory RCM services continues to expand rapidly, and the organizations that provide these services need technology solutions that work behind the scenes to deliver strong, successful outcomes. RXNT provides key solutions in this area, and this report is KLAS’ first look at the customer experience of organizations that use RXNT’s solution within a business process outsourcing (BPO) or managed services organization (MSO) environment.

Quil:
Emerging Technology Spotlight 2021

Authored by: Adam Cherrington , Joshua Jensen , Sam Eaquinto | April 2021 | Read Time: 1 minute

Solutions that address multiple patient engagement needs are in high demand. Quil offers a unique approach through their association with Comcast and Independence Blue Cross. This spotlight examines Quil’s potentially disruptive and innovative solution.

Smile CDR:
Emerging Technology Spotlight 2021

Authored by: Joe VanDeGraaff , Joshua Jensen , Sam Eaquinto | April 2021 | Read Time: 1 minute

In 2021, new CMS rules came into effect requiring CMS-regulated health plans to have a patient access API and a provider directory API. These regulations, aimed at increasing the interoperability of personal health data, have prompted payers to look at new ways of facilitating external information sharing. This report offers a first look at Smile CDR, a fast-moving, healthcare-specific solution provider that has recently delivered interoperability solutions to payer customers to help meet the new mandates.

Vendor Performance in Response to the COVID-19 Crisis:
2021 Update

Authored by: Taylor Davis | April 2021 | Read Time: 4 minutes

Responding to the long and difficult COVID-19 pandemic has tested the healthcare IT and services communities. What vendors have truly been partners? What vendors have fallen short in their response? Who showed they are up to the challenge of working through inevitable future crises? This report is the second in KLAS’ series on vendor performance in response to COVID-19.

Enterprise Health:
Emerging Technology Spotlight 2021

Authored by: Joe VanDeGraaff , Joshua Jensen , Sam Eaquinto | April 2021 | Read Time: 1 minute

COVID-19 vaccination is perhaps the top priority for health systems right now, but it is no easy feat to track, manage, and report on vaccination status and progress. This spotlight shines a light on Enterprise Health, who is helping employer and hospital organizations do just that.

SDOH Referral Networks 2021:
A First Look at Connecting Providers with Community Resources

Authored by: Bradley Hunter , Paul Warburton | March 2021 | Read Time: 7 minutes

Adoption of technology to help provider organizations manage SDOH referrals is still early, but interest is growing as organizations seek to take on more value-based reimbursement risk. This report provides a first look at customer satisfaction with various SDOH referral network solutions and examines the parts of the SDOH referral process in which these solutions are being used. All measured vendors in this early market have overall scores above 90 (out of 100), indicating high overall satisfaction. Shifts in satisfaction are possible as the market matures and the number of KLAS ratings increases.

VisiQuate:
Emerging Technology Spotlight 2021

Authored by: Dustin Cragun , Joshua Jensen , Sam Eaquinto | March 2021 | Read Time: 1 minute

As the complexity of revenue cycle management (RCM) processes increases, it is critical that provider organizations keep pace with advanced analytics and actionable insights. Challenged with disparate systems and fragmented data, organizations need a single source of actionable data. This report highlights VisiQuate’s advanced analytics solution and reports on the customer experience with these tools.

Enterprise Physician Scheduling 2021:
Who Delivers Best For Enterprise Customers?

Authored by: Tanya Egbert , Emily Paxman | March 2021 | Read Time: 8 minutes

In the last year, physician scheduling vendors have made great strides in providing enterprise scheduling that drives tangible outcomes for provider organizations. This report specifically examines the experience of organizations using physician scheduling solutions in an enterprise context, defined as using a scheduling solution to not only view schedules but also build them across at least three departments in one or more facilities. Which vendors can scale, how well do their reporting and dashboards drive insights, and which vendors are delivering desired outcomes?

XSOLIS:
Emerging Technology Spotlight 2021

Authored by: Boyd Stewart , Joshua Jensen , Sam Eaquinto | March 2021 | Read Time: 1 minute

XSOLIS takes a unique approach to reducing the burden of utilization review and case management by applying algorithms and machine learning models to leverage the medical record in real time and transform the process of utilization management between payers and providers. This Spotlight seeks to validate the functionality and performance of XSOLIS CORTEX.

RRS Medical:
First Look 2021

Authored by: Mac Boyter , Joshua Jensen , Sam Eaquinto | March 2021 |

Provider organizations need release of information (ROI) firms that offer flexibility and industry experience. While many firms primarily provide services, RRS Medical also delivers innovative dashboards and software, aiming to improve turnaround time and efficiency. RRS Medical has been providing ROI solutions to organizations large and small for 20 years, and their client base includes direct customers as well as some white-label and channel-partner relationships. This report evaluates feedback only from clients who utilize RRS Medical’s solutions directly.

Bright.md:
Emerging Technology Spotlight 2021

Authored by: Adam Cherrington , Joshua Jensen , Sam Eaquinto | March 2021 |

Bright.md offers a solution that seems to go past the typical telehealth model by offering an online visit that creates unique notes, uses NLP to help assess a patient’s primary issue, and creates a care path for next steps. This unique approach to virtual care and care management makes Bright.md a compelling option for provider organizations. This spotlight attempts to validate the performance, benefits, and outcomes associated with Bright.md’s solution and its unique approach to virtual care.

HealthMark Group:
First Look 2021

Authored by: Aaron Gleave , Joshua Jensen , Sam Eaquinto | March 2021 | Read Time: 1 minute

KLAS’ release of information (ROI) research has historically focused on firms used in acute care settings. This report represents an expansion of that focus by examining the experience and outcomes reported by clients of HealthMark Group, whose ROI services are used mostly by ambulatory organizations.

Small Community Hospital EMR Best Practices 2021:
What Can Hospitals Do to Invest in Their Own Success?

Authored by: Tyson Blauer , Paul Warburton | March 2021 | Read Time: 8 minutes

With budget and resource constraints that necessitate strategic investment, it is imperative that small community hospitals (1–200 beds) understand how to drive success with the technologies already in their tool belt, especially their EMR. While EMR vendors are accountable for the quality of their technology and support, satisfaction with the EMR is also strongly influenced by factors within each organization’s control, including setting proper expectations, proactively addressing potential challenges, and empowering internal resources to overcome relationship and product gaps. What are the top EMR challenges faced by small hospitals, and what best practices can help them achieve satisfaction?

Note: This report includes only primary, go-forward solutions. Excluded are supported yet not primary solutions such as athenahealth athenaClinicals for Hospitals and Health Systems, Allscripts Paragon, CPSI Centriq Clinicals (Healthland), and legacy MEDITECH solutions.

eHealth Exchange:
First Look 2021

Authored by: Tyson Blauer , Joshua Jensen , Sam Eaquinto | February 2021 | Read Time: 1 minute

EHR vendors have increasingly adopted national networks such as CommonWell and the Carequality framework to connect their customers, but there are limitations regarding which vendors and provider organizations can connect and share data. eHealth Exchange is a vendor-agnostic national network that works to fill the gaps by connecting providers to entities they otherwise may not have access to, such as the Social Security Administration (SSA), Veterans Affairs (VA), and Department of Defense (DoD). This report will highlight how customers are leveraging eHealth Exchange and what their satisfaction is.

Cloudbreak:
First Look 2021

Authored by: Adam Cherrington , Joshua Jensen , Sam Eaquinto | February 2021 | Read Time: 1 minute

Cloudbreak offers a unique telehealth platform that is built to scale and is connected to a network of real-time medically qualified interpreters. In the past year, Cloudbreak has offered a telehealth solution with their interpretation services. This report aims to validate the use cases where customers are using both the solution and the services.

ERP Implementation 2021:
Which Consulting Partners Foster ERP Success?

Authored by: Warren Whitford , Jennifer Hickenlooper | February 2021 | Read Time: 12 minutes

The cloud solutions now available in the ERP market continue to spark increased purchase energy, and healthcare organizations are looking for implementation partners who can set them up to quickly achieve outcomes, such as end-user adoption and a positive ROI. Which firms have the required knowledge about this new cloud technology and can also guide organizations through the technical, training, and change management aspects of an implementation?

Robotic Process Automation 2021:
Adoption Moving Mainstream

Authored by: Boyd Stewart , Elizabeth Pew , Alex McIntosh | January 2021 | Read Time: 6 minutes

Use of robotic process automation (RPA) technology in healthcare continues to grow. Early adopters focused primarily on automating repetitive and time-consuming revenue cycle management (RCM) tasks. Having achieved positive ROIs, they see the opportunity to drive additional efficiency and bottom-line improvements, both within RCM and in other areas of their organizations. This report dives into the performance of several early leaders in RPA to compare how they perform and how well they meet customers’ needs and expectations.

Note: While multiple vendors in this report offer automation as a service, only Olive does so exclusively. Readers can find customer experience information about Olive’s managed services offering in a separate section at the end of this report.

Verata Health:
Emerging Technology Spotlight 2021

Authored by: Dustin Cragun , Joshua Jensen , Sam Eaquinto | January 2021 | Read Time: 1 minute

Automating the time-consuming and labor-intensive process of securing prior authorization is on the wish list of every healthcare provider. Using artificial intelligence, Verata Health (now part of Olive) aims to remove barriers throughout the prior authorization process as well as eliminatepaper. This spotlight will examine the experiences of Verata’s early clients.

Relevant:
First Look 2021

Authored by: Bradley Hunter , Joshua Jensen , Sam Eaquinto | January 2021 | Read Time: 1 minute

FQHCs have only had a couple of options to choose between in the last few years when it came to solutions that support taking on risk through value-based care. Relevant’s data analytics platform is intended to help community health centers make better decisions based on data. This report is KLAS’ first look at the experience of Relevant’s clients and seeks to provide early insights into satisfaction among these customers.

Quality Management 2021:
Progress and Innovations

Authored by: Ryan Pretnik , Jennifer Hickenlooper | January 2021 | Read Time: 7 minutes

The COVID-19 pandemic has brought into sharp relief the need for quality management innovations, especially around patient safety and risk. Previous KLAS research showed many vendors had grown stagnant in their tool development. This study draws on insights from general users and advanced users to show how vendors are innovating in the market and helping provider organizations advance their quality management efforts. For the purposes of this research, quality management includes three areas: (1) quality and regulatory reporting, (2) performance improvement and benchmarking, and (3) patient safety and risk.

Futura Mobility:
First Look 2021

Authored by: Kaleb Harris , Joshua Jensen , Sam Eaquinto | January 2021 | Read Time: 1 minute

Futura Mobility is a healthcare IT consulting firm that provides point-of-care mobile technology and clinical and business IT support and services. KLAS has not previously reported on Futura Mobility; thus, this report constitutes a first look at their clients’ experience.

Canada EMR 2020:
Comprehensive Vendor Performance and Market Share Overview

Authored by: Everton Santos , Jonathan Christensen | January 2021 | Read Time: 6 minutes

From 2015–2019, 22 EMR purchase decisions were finalized in Canada, representing 50+ organizations. Many of these decisions—which impacted 175+ inpatient facilities—were group or even provincial decisions made by organizations looking to achieve economies of scale and lower costs by pooling their collective resources. This report—focused mainly on English-speaking regions—is KLAS’ first report solely on Canada’s EMR market. It highlights which vendors are gaining market share and which are best meeting customer needs. Market share data includes contracts signed through December 31, 2019; decisions made in 2020 are excluded. Customer satisfaction insights come from interviews with 37 individuals using go-forward platforms at 28 healthcare organizations.

Patient Engagement Platforms 2020:
Which Vendor Can Be Your One-Stop Shop?

Authored by: Adam Cherrington , Madison Moniz , Dan Czech | January 2021 | Read Time: 9 minutes

Provider organizations have begun to consistently ask who, if anyone, can be a one-stop shop for patient engagement—allowing organizations to consolidate vendors and create a unified patient experience. Directed by the voices of provider and vendor executives, along with patients themselves, KLAS has helped the industry define “patient engagement platforms” through a series of reports and summits. This report is a culmination of those efforts, intended to help provider organizations understand who they can turn to for all (or almost all) of their patient engagement needs. Included in this study are insights from 153 of the broadest-adopting customers across 33 vendors.

EMR Interoperability 2020:
Market Progresses, but No Vendor Has Mastered It All

Authored by: Coray Tate , Emily Paxman | December 2020 | Read Time: 8 minutes

In this update to KLAS’ 2017 interoperability research, KLAS takes a close look at how healthcare organizations perceive their EMR vendors’ efforts to help them achieve meaningful EMR interoperability. While all vendors have room to improve, some have proven more willing to work with other EMR vendors, have been more successful in enabling record exchange that impacts patient care, and have done better at providing and supporting meaningful API connections.

Infectious Disease Connect:
Emerging Technology Spotlight 2020

Authored by: Joshua Jensen , Sam Eaquinto | December 2020 |

Infectious Disease Connect (ID Connect) provides telemedicine access to infectious disease specialists when they are needed. ID Connect’s software, ILÚM Insight, is an infectious disease decision support platform that identifies real-time opportunities to intervene in patient cases to arrive at the optimal therapy and antibiotic utilization. Together, IDConnect’s software and services provide comprehensive consultations and assessments. This spotlight will examine the experience of early adopters.

Malaffi:
International First Look 2020

Authored by: Jeremy Goff , Sam Eaquinto | December 2020 | Read Time: 1 minute

Arabic for “my file,” Malaffi is a health information exchange (HIE) platform that connects public and private healthcare providers in the UAE (specifically the emirate of Abu Dhabi). Malaffi’s goal is to provide meaningful, real-time exchange of patient data between providers to improve outcomes and care quality. This spotlight examines the experiences of Malaffi’s early adopters.

MediReport:
First Look 2020

Authored by: Eder Lagemann , Sam Eaquinto | December 2020 | Read Time: 1 minute

MediReport, a multinational vendor with a structured reporting cardiology solution called CardioReport, was originally developed for cath but has since branched out to include EP, echo, and vascular (the vendor does not offer a cardiology PACS). With clients in 40 countries spanning Europe, Canada, South America, Asia, and the Middle East, MediReport feels they are best known for their clinical depth while leveraging patient-friendly language to generate reports during a patient’s visit. This report is KLAS’ first look at the experience of MediReport’s most advanced clients and seeks to provide early insights into satisfaction among these customers.

GYANT:
Emerging Technology Spotlight 2020

Authored by: Joshua Jensen , Sam Eaquinto | December 2020 |

Patient engagement tools are in high demand. GYANT’s AI-enabled platform, which integrates with any EHR system, is meant to drive more meaningful patient/doctor engagements while improving care utilization and pathways. GYANT considers themselves a cutting-edge digital frontdoor and patient engagement technology. This spotlight will examine experiences of early adopters.

Teladoc Health/Livongo Merger:
Flash Insights 2020

Authored by: Adam Cherrington , Sam Eaquinto | December 2020 | Read Time: 7 minutes

In October 2020, Teladoc Health finalized a deal to acquire Livongo. This merging of two publicly traded virtual care companies creates a telehealth giant amid rising demand for virtual care solutions. In July 2020, Teladoc Health acquired InTouch Health, another telehealth company. This KLAS Flash Insights report will share reactions from customers of all three vendors to the Teladoc Health/Livongo merger and their perception of what impact it will have. KLAS interviewed 30 individual clients—of these, 11 use InTouch Health, 11 use Livongo, and 14 use Teladoc Health (some organizations use two of these vendors’ solutions, but none use all three).

YES HIM Consulting:
First Look 2020

Authored by: Mac Boyter , Joshua Jensen , Sam Eaquinto | December 2020 | Read Time: 1 minute

YES HIM Consulting provides auditing services and training programs for in-house coders in addition to traditional outsourced coding services. This report is KLAS’ first look at the client experience of organizations using the firm’s services. While hospitals and health systems are consistently looking for opportunities to improve patient outcomes and reduce costs by auditing and educating coders, the COVID-19 crisis underlined the benefits of such solutions. Moving forward, these organizations will continue to look for solutions like those that YES offers.

Patient Accounting 2020:
Driving Tangible Outcomes in Revenue Cycle

Authored by: Boyd Stewart , Alex McIntosh | December 2020 | Read Time: 6 minutes

Provider organizations must have patient accounting (PA) solutions that are stable, well supported, and highly functional—all while navigating the ever-changing regulatory landscape. When PA vendors don’t measure up, organizations can suffer significant cash flow challenges. This report offers an update on available patient accounting solutions, with insights on which vendors are maintaining strong performance, stagnating, or shaking up the market.

DocASAP:
Emerging Technology Spotlight 2020

Authored by: Adam Cherrington , Sam Eaquinto | December 2020 |

Patients are looking for easier ways to participate in healthcare and control their own healthcare journey. DocASAP seeks to create a more consumer-friendly experience by eliminating some of the common frustrations of receiving care. This report provides an early look at the performance of DocASAP’s patient access and engagement platform.

MedeAnalytics SaaS Platform:
First Look 2020

Authored by: Boyd Stewart , Sam Eaquinto | December 2020 | Read Time: 1 minute

MedeAnalytics offers a cloud-based analytics platform designed to help healthcare providers and payers make data-based decisions. Provider organizations utilize MedeAnalytics’ SaaS solutions for patient access, revenue integrity, business office, and value-based care, while payers use them for employer reporting and healthcare economics.

Microsoft Teams:
Emerging Technology Spotlight 2020

Authored by: Ryan Pretnik , Sam Eaquinto | December 2020 |

Healthcare organizations are looking for viable long-term telehealth solutions capable of handling the immediate demand created by COVID-19 as well as organizations' long-term strategic initiatives. In this Spotlight, KLAS examines Microsoft Teams and the early outcomes and satisfaction of some of its healthcare customers.

Softek:
Emerging Technology Spotlight 2020

Authored by: Ryan Oliver , Joshua Jensen , Sam Eaquinto | December 2020 |

Some providers have recently turned to third-party solutions to optimize their revenue cycle solutions. Over the last year, KLAS has interviewed 8 Cerner clients that have used Softek’s services to achieve this objective. Several of these same clients requested KLAS highlight the work that Softek has done. This report is a response to those providers’ requests to spotlight Softek’s revenue cycle optimization performance, which earned a KLAS 2020 Category Leader award.

Doximity Hospital Solutions:
First Look 2020

Authored by: Adam Cherrington , Joshua Jensen , Sam Eaquinto | December 2020 | Read Time: 1 minute

Doximity offers a professional medical network described as a sort of LinkedIn for clinicians to find and connect with other doctors, healthcare professionals, and facilities. Doximity also provides brand awareness and patient acquisition tools, along with a telemedicine offering (detailed in KLAS’ Spotlight on Doximity Dialer). The goal of this KLAS First Look report is to validate the initial feedback of healthcare customers using Doximity’s hospital solution.

Doximity Dialer:
Emerging Technology Spotlight 2020

Authored by: Adam Cherrington , Sam Eaquinto | December 2020 | Read Time: 1 minute

For obvious reasons, interest in telehealth solutions has skyrocketed, with provider organizations frequently asking KLAS about new solutions like Doximity Dialer. Doximity is differentiated by their networking resource for physicians, which complements the Dialer telehealth solution detailed here. This Spotlight report offers an early look at the performance and efficacy of the Doximity telehealth platform.

Amwell:
Flash Insights 2020

Authored by: Adam Cherrington , Sam Eaquinto | December 2020 | Read Time: 4 minutes

In August of 2020, Google Cloud announced plans to invest $100 million into Amwell, forming a strategic partnership with plans to scale the Amwell telehealth platform. Following this investment, Amwell made their public debut on the New York Stock Exchange in September. This KLAS Flash Insights report will explore Amwell customers’ reactions to these events and perceptions about the future impact.

Phrase Health:
Emerging Technology Spotlight 2020

Authored by: Joshua Jensen , Sam Eaquinto | December 2020 | Read Time: 1 minute

While clinical decision support solutions have been around for some time, the challenges of physician burnout and alert fatigue continue. Phrase Health provides neither alerts nor content as traditional CDS solutions might but rather software that looks at the effectiveness of alerts and analytics and how they can be improved. This spotlight explores experiences of Phrase Health early adopters.

Identity and Access Management 2020:
Healthcare Looks (Well) beyond SSO (A Decision Insights Report)

Authored by: Joe VanDeGraaff , Dan Czech | December 2020 | Read Time: 15 minutes

As healthcare continues its measured move to the cloud, healthcare provider organizations can no longer protect data solely through firewalls and strong perimeter defenses—the digital identity must be protected as well. With organizations replacing homegrown identity and access management (IAM) solutions with commercial options, new vendors have entered the healthcare arena, and longstanding single sign-on (SSO) vendors have expanded their suites. To understand which vendors are being replaced, considered, and purchased and what factors drive these decisions, this report combines customer satisfaction insights with feedback from 40 unique healthcare provider organizations that have recently made an IAM technology purchase decision.

A Digital Fax Addendum 2020:
Updox

Authored by: Adam Cherrington , Sam Eaquinto | November 2020 | Read Time: 3 minutes

In early 2020, KLAS published our first look at digital fax solutions. That report examined satisfaction feedback from the most advanced users of four digital fax solutions. Data for several other vendors, including Updox, was too limited to be shared at that time. However, additional advanced Updox customers have since been interviewed, and this addendum examines their customer experience.

Databound:
Emerging Technology Spotlight 2020

Authored by: Dustin Cragun , Joshua Jensen , Sam Eaquinto | November 2020 | Read Time: 1 minute

Healthcare organizations are increasingly looking to robotic process automation (RPA) solutions to automate and execute billing and claims processing. This spotlight is an early look at the outcomes and satisfaction of Databound customers.

Kameda Infologics:
First Look 2020

Authored by: Everton Santos , Jonathan Christensen | November 2020 | Read Time: 1 minute

Kameda Infologics—an established EMR/HIS vendor in Japan—is expanding their YASASII platform into the Middle East. This report is KLAS’ first look at the experience of Kameda clients; its goal is to provide early insights into satisfaction among customers outside Japan.

Wellsheet:
Emerging Technology Spotlight 2020

Authored by: Joshua Jensen , Sam Eaquinto | November 2020 | Read Time: 1 minute

Physician burnout is a real problem, but Wellsheet has developed a solution that integrates into the EHR to improve workflow and identify gaps in care. This report looks to validate whether Wellsheet is helping to reduce physician burnout through customized workflows and physician coordination tools.

Okadoc:
Middle East Emerging Technology Spotlight 2020

Authored by: Everton Santos , Jonathan Christensen | November 2020 | Read Time: 1 minute

Dubai-based healthcare tech company Okadoc helps patients find nearby doctors and book appointments online. Okadoc also offers a telehealth solution (developed since the COVID-19 crisis). This spotlight report will highlight experiences of early adopters in the Middle East.

Socially Determined:
Emerging Technology Spotlight 2020

Authored by: Bradley Hunter , Joshua Jensen , Sam Eaquinto | November 2020 | Read Time: 1 minute

Two schools of vendors are emerging for social determinants of health (SDOH) software: vendors that enable the network and vendors that provide in-depth analytics to help providers and payers make sense of complicated SDOH data. Socially Determined is one of the latter. This report looks at the outcomes and satisfaction of Socially Determined’s early adopters.

Interoperability 2020—Post-Acute and Behavioral Health:
A First Look at Carequality and CommonWell Early Adopters

Authored by: Coray Tate , Natalie Jamison , Jonathan Christensen | November 2020 | Read Time: 5 minutes

Since it was established in November 2018, the CommonWell-Carequality connection has been utilized mostly by acute and ambulatory care organizations. More recently, post–acute care (home health, hospice, long-term care) and behavioral health organizations have started to connect to the national networks; the large majority of these early adopters find the connection valuable. This report—KLAS’ first on interoperability in the post–acute care and behavioral health markets—examines which vendors are connected today and the level of usability achieved by their most advanced customers.

Post-Acute Care 2020:
Portfolios Grow with an Eye on Enterprise

Authored by: Paul Hess , Jennifer Hickenlooper | November 2020 | Read Time: 8 minutes

Every health system knows that their long-term success hinges on what happens in the post–acute care and behavioral health settings. As a result, this report examines customer satisfaction with the technology vendors available in these areas and explores which offer the broad, comprehensive portfolios many healthcare organizations seek. Future reports will validate which vendors are being used in an enterprise fashion and how solutions are being used to enable referral management and care transitions.

Healthcare IoT Security 2020:
Great Options in an Emerging Market (A Decision Insights Report)

Authored by: Joe VanDeGraaff , Dan Czech | November 2020 | Read Time: 18 minutes

Adoption of security solutions for the healthcare internet of things (IoT) continues to grow as healthcare organizations look for ways to understand and manage the risk associated with connected devices. In most deployments, the focus has shifted from securing mainly medical devices to covering both medical devices and the broader IoT devices found in healthcare settings. As the market matures, organizations are also beginning to look beyond core capabilities—where most solutions are comparable—to factors like cost, ROI, expertise, and vendor culture when making buying decisions. With many strong options in the market, the bar for vendors is high. KLAS spoke with 51 healthcare organizations to understand which vendors are being selected and why and to glean early insights into customer satisfaction.

Healthcare AI 2020:
Investment Continues but Results Slower Than Expected (A Decision Insights Report)

Authored by: Ryan Pretnik , Lois Krotz | October 2020 | Read Time: 20 minutes

The benefits of integrating artificial intelligence (AI) into the healthcare ecosystem are undeniable,^† and investment from healthcare organizations is increasing at a fast pace. Yet few organizations have settled on any one AI vendor as their go-forward choice—most use a hodgepodge of solutions to meet their needs. In this report, KLAS examines the recent AI purchase decisions of 47 organizations to determine which vendors are being considered and chosen, which are being replaced, and why provider and payer organizations choose the AI solutions they do (technology? service? healthcare expertise?). Additionally, we share customer satisfaction data from current users of ClosedLoop.ai, DataRobot, Epic, Health Catalyst, Jvion, and KenSci and examine healthcare’s perceptions of the cross-industry AI giants—Amazon, Google, IBM, and Microsoft.
_{† For details about how KLAS defines AI in healthcare, see "}Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence."

Selat:
First Look 2020

Authored by: Everton Santos , Jonathan Christensen | October 2020 |

Selat provides outsourced revenue cycle services that help hospitals and other medical organizations in the Kingdom of Saudi Arabia optimize their revenue cycle performance. They also provide revenue cycle and marketing advisory services. This report provides early insights into the customer experience of Selat’s healthcare clients.

Zoom Health:
Emerging Technology Spotlight 2020

Authored by: Adam Cherrington , Sam Eaquinto | October 2020 | Read Time: 1 minute

Everyone knows Zoom, but how well does the solution perform for healthcare organizations looking to handle the immediate demands created by COVID-19 as well as develop long-term strategic initiatives? In this Spotlight, KLAS examines the early outcomes and satisfaction of some of Zoom’s healthcare customers.

Implementation Leadership 2020:
Which Firms Consistently Help Clients Hit the Ground Running?

Authored by: Kaleb Harris , Jennifer Hickenlooper | October 2020 | Read Time: 8 minutes

When healthcare organizations implement new IT solutions or upgrade existing ones, they want implementation partners who can help them successfully navigate the change and hit the ground running. To find out which services firms are most consistent in delivering implementation success, KLAS interviewed organizations that have recently used a firm for implementation leadership (i.e., consultants and project leadership were provided, either overall or at the project management level). Their insights can help your organization decide which implementation partner is right for you.

BD Alaris Recalls:
Flash Insights Report 2020

Authored by: Jackson Tate , Paul Warburton | October 2020 | Read Time: 5 minutes

Occasional product recalls are an expected nuisance of working with medical devices. However, following the recent series of recalls involving the BD Alaris smart pump—the largest of which was categorized by the FDA as a Class I recall and initiated on February 4, 2020—KLAS has received an unprecedented volume of questions from Alaris customers. Based on feedback from 53 individuals at 50 Alaris customer organizations, this report examines what impact the recalls have had on BD customers’ satisfaction and future plans and whether BD has been successful in addressing patient-safety concerns and minimizing disruption.

Carrot Health:
Emerging Technology Spotlight 2020

Authored by: Bradley Hunter , Sam Eaquinto | September 2020 | Read Time: 1 minute

Carrot Health focuses on bringing SDOH-related insights to their customers to help them deliver a more targeted level of care to their patients. As SDOH figures more prominently in population health management and whole-person care, healthcare organizations have requested an early look at the Carrot Health customer experience.

Enterprise Revenue Cycle 2020—Advanced User Insights:
The Value of Consolidation

Authored by: Boyd Stewart , Alex McIntosh | September 2020 | Read Time: 8 minutes

While enterprise strategies for clinical technology are common, the complexity of the revenue cycle has, to date, precluded such an approach on the financial side, as no one vendor provides all the revenue cycle functionality organizations need. However, Change Healthcare, Experian, nThrive, and Waystar now claim to have expansive portfolios that fill the gaps left by the EMR and to have customers who have adopted a broad range of their revenue cycle technology. The goal of this report is to validate the veracity of these claims and gain insight into how this early market is shaping up—is enterprise revenue cycle adoption real? Do organizations who have broadly adopted one vendor see valuable benefits?

Alagen:
First Look 2020

Authored by: Kaleb Harris , Sam Eaquinto | August 2020 | Read Time: 1 minute

Alagen provides cybersecurity services for companies in healthcare, finance, education, and more. This report is KLAS’ first look at the experience of Alagen healthcare clients. The goal of KLAS’ First Look reports is to validate the initial feedback of healthcare customers.

Force Therapeutics:
Emerging Technology Spotlight 2020

Authored by: Adam Cherrington , Sam Eaquinto | August 2020 | Read Time: 1 minute

Patient engagement is an area of high interest as organizations look to increase patient wellness. Force Therapeutics is an episode-based care management solution offering increased interaction between patients and care teams, from surgery through recovery. This spotlight is an early look at the customer experience.

Boston Software Systems:
Emerging Technology Spotlight 2020

Authored by: Dustin Cragun , Sam Eaquinto | August 2020 | Read Time: 1 minute

Robotic process automation (RPA) is not a new concept, but adoption of RPA solutions in healthcare is starting to heat up, and providers are looking at these solutions to automate and execute billing & claims processing. In this spotlight, KLAS provides an early look at Boston Software Systems and the early outcomes and performance of some of their healthcare customers.

Xealth:
Emerging Technology Spotlight 2020

Authored by: Adam Cherrington , Sam Eaquinto | August 2020 | Read Time: 1 minute

Providers are constantly looking for ways to better deliver information and tools to their patients. Xealth provides tools that allow healthcare providers to order and manage digital content and services so patients can access them in the patient portal. This spotlight explores the experience of early adopters.

Algorex Health:
Emerging Technology Spotlight 2020

Authored by: Bradley Hunter , Sam Eaquinto | August 2020 | Read Time: 1 minute

Social determinants of health have been a topic of growing interest for years, and there are two schools of emerging vendors: software vendors and services firms. Algorex Health provides services that help customers maximize their investments in workflow tools and scale, support, and grow their SDOH programs. This report looks to validate the outcomes and satisfaction of Algorex’s early adopters.

PROCLE Healthworks:
Emerging Technology Spotlight 2020

Authored by: Adam Cherrington , Sam Eaquinto | August 2020 | Read Time: 1 minute

Due to COVID-19, remote-based patient engagement and telehealth tools are a top priority in healthcare. PROCLE Healthworks’ social network platform provides HIPAA-compliant telehealth, video-broadcasting, and analytics tools aimed at improving patient relationships and outcomes. This Spotlight explores the experience of its early adopters.

Bails & Associates:
First Look 2020

Authored by: Warren Whitford , Sam Eaquinto | July 2020 | Read Time: 1 minute

Bails & Associates provides Infor implementation services for human capital, supply chain, and financial management applications. KLAS has not previously reported on Bails & Associates, and this report thus constitutes a first look at their clients’ experience. The goal of First Look reports is to validate the initial feedback of early respondents.

Colburn Hill Group:
Emerging Technology Spotlight 2020

Authored by: Dustin Cragun , Sam Eaquinto | July 2020 | Read Time: 1 minute

Robotic process automation (RPA) is not a new concept, but its adoption in healthcare is starting to heat up. Healthcare organizations are looking at these solutions to automate and execute billing and claims processing. In this spotlight, KLAS looks at Colburn Hill Group and the early outcomes and performance reported by healthcare customers.

Uber Health:
First Look 2020

Authored by: Doug Tolley , Sam Eaquinto | July 2020 | Read Time: 1 minute

As provider organizations are looking to increase patient access to care, this Spotlight report provides an early look at Uber Health, a non-emergency medical transportation (NEMT) solution that provides ride scheduling and trip analytics. Reliable, lower-cost transportation is one way to reduce no-shows and help patients make it to their appointments, and this Spotlight report will validate Uber Health's initial performance, the functionality early adopters are using, and the outcomes they expect to achieve.

Radix Health:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | July 2020 | Read Time: 1 minute

Amidst the shift to value-based care, healthcare organizations are putting a lot of focus on patient engagement and the patient experience, including enhancing the way patients interact with them online, i.e., creating or improving their digital front door. This report seeks to validate the experience of early adopters of Radix Health, who claims to help organizations acquire and retain patients, reduce delays in care, lower cost, and delight customers through their digital front door solutions.

Pediatric Ambulatory EMR 2020:
Best EMR Performers in Pediatric Settings

Authored by: Aaron Gleave , Alex McIntosh | July 2020 | Read Time: 4 minutes

Despite their unique needs, many ambulatory pediatric offices are expected to “make do” with generalized EMR templates and charting. From growth charts, to well-child visits, to immunization tracking, to registry integration, pediatric offices often find their EMR doesn’t meet their needs. This report examines which EMR vendors best ensure pediatric provider success by providing an outstanding EMR and tailored service. Note that this report is focused on ambulatory-focused vendors, including pediatric-specific EMR vendors.

Signify Health:
Emerging Technology Spotlight 2020

Authored by: Bradley Hunter , Sam Eaquinto | July 2020 | Read Time: 1 minute

Social determinants of health (SDOH) solutions are a top-of-mind subject for healthcare decision-makers. SDOH vendors work to extend the care of patients beyond the walls of the hospital or clinic to address all the factors that support a healthy population, including food security, adequate housing, and mental health care. Signify Health looks to differentiate themselves by providing a privacy-enabled collaboration platform between community-based organizations (CBOs) and healthcare providers, while providing these services for free to social service organizations. This spotlight validates the early outcomes and performance of Signify Health.

Clinical Communication Platforms 2020—Advanced User Insights:
The Next Step in the Evolution of Secure Communications

Authored by: Paul Hess , Paul Warburton | July 2020 | Read Time: 6 minutes

Clinical communication platforms continue to evolve, and the COVID-19 pandemic has put increased emphasis on communication workflows. To learn what is possible and what best practices lead to success, KLAS conducted interviews with healthcare organizations identified by their vendor partners as the most advanced in clinical communication; three to five advanced users were interviewed for each vendor. These organizations are seeing real outcomes, such as improved efficiency, security, and patient satisfaction. The following sections cover what workflows communication platforms are being used for, outcomes achieved, and advanced users’ lessons learned.

Unite Us:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | June 2020 | Read Time: 1 minute

Solutions for social determinants of health (SDOH) are a top-of-mind subject for healthcare decision makers. SDOH vendors work to extend the care of patients beyond the walls of the hospital or clinic to address all the factors that make up a healthy population, including food insecurity, inadequate housing, mental health care, etc. Unite Us differentiates themselves by building robust networks of health and social services in the markets they serve. To date, they have built 55 of these community-based networks and have 40 additional networks in process. This spotlight validates the early outcomes and performance of Unite Us.

UiPath:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | June 2020 | Read Time: 1 minute

Robotic process automation (RPA) is not a new concept, but its adoption in healthcare is heating up, with provider organizations looking to RPA to automate/manage inventory levels, support digitization of patient files, optimize appointment scheduling, and process billing and claims. This report looks at UiPath and the early outcomes and satisfaction of some of their healthcare customers.

Speech Recognition (Front-End EMR) Segment Highlight 2020:
Who Has Shown They Can Deliver Promised Technology?

Authored by: Boyd Stewart , Emily Paxman | June 2020 | Read Time: 4 minutes

Overall, customer satisfaction is high with the front-end speech recognition solutions from 3M (MModal), Dolbey, and Nuance. Since performance is high across the board, two key factors become important considerations as organizations decide which solution is right for them: (1) scalability— which vendors have proven able to scale to an organization of our size? and (2) delivery of new technology—which vendors have the ability to not just share plans for the future but actually roll out this technology in a successful way (i.e., install it properly, support it well, and ensure user adoption)? This report explores these key differentiators amid a number of notable market changes.

Delivering Customer Success in a Time of Crisis, Part 2:
Learnings and Insights from Vendor Interviews

June 2020 |

As healthcare organizations have battled on the frontlines to keep the COVID-19 pandemic in check, they have turned to their HIT services and technology vendors for help, seeking expertise and resources, innovative solutions, and flexibility in contracting, deployment, and payment. Many HIT vendors have answered the call and are doing their best to meet customer needs. Based on interviews with 102 HIT technology vendors and services firms, this report seeks to share learnings and insights that vendors have gleaned thus far as well as common challenges they have encountered.

Our hope is that highlighting these insights will help vendors continue their work of helping healthcare organizations achieve both short-term and long-term success.

Note: All vendors who participated in the research will receive a deeper dive into these insights.

Medial EarlySign:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | May 2020 | Read Time: 1 minute

In 2019, KLAS began sharing research on vendors offering artificial intelligence (AI) based solutions to support better outcomes for patient care. This spotlight focuses on the performance of Medial EarlySign, who was not included in KLAS’ 2019 AI report because of the limited number of customers in this emerging field.

Clinical Optimization Services 2020:
Who Can Help Pull the Right Levers to Accelerate EMR Value?

Authored by: Warren Whitford | May 2020 | Read Time: 6 minutes

Nearly all healthcare organizations today have implemented an EMR, but many clinicians express dissatisfaction with their system’s workflows and overall usability. This often stems from gaps in training and customization, which aren’t always prioritized during the initial implementation. Regardless of the reason, these issues contribute to poor EMR adoption and clinician burnout. To solve these problems, clinical optimization services firms offer three key levers proven to help organizations realize the promised value of their EMR: (1) workflow refinement, (2) application enhancement, and (3) clinician training.

Payer Core Administration Platforms 2020:
New Decisions & New Life (A Decision Insights Report)

Authored by: Joe VanDeGraaff , Sam Eaquinto | May 2020 | Read Time: 18 minutes

A core administration platform is the transactional heart of a payer organization—it is used to enroll new members, process and pay claims, and manage product lines and benefits. Many of the products in this market, while needed and typically stable, have been around for decades and are highly customized, hosted on-premises, and often seen as old and complex. Many payers are therefore reluctant to replace these systems because the risks and required effort are so high.

But recent buying activity suggests the payer core administration platform market is seeing revitalization. Triggered by the opportunities and challenges of payment reform and value-based care, payers are looking ahead and starting to bid for new vendor partners.

KLAS spoke with 30 payer organizations who are making or have recently made purchase decisions, and they shared their candid feedback and insights regarding what vendors they have considered, selected, and/or replaced. These interviews reveal new energy and life in a market long overdue for change—in terms of both product and service delivery.

Aquity:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | May 2020 | Read Time: 1 minute

This Spotlight report focuses on Aquity Solutions, a virtual scribe service. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.

COVID-19 Telehealth Guide:
Solidifying a Telehealth Strategy

Authored by: Adam Cherrington , Dan Czech | May 2020 | Read Time: 4 minutes

Use of telehealth technology, which until recently had been increasing at a gradual but steady pace, has sharply accelerated in the midst of the COVID-19 outbreak. Relaxed privacy and reimbursement regulations have—at least temporarily—removed some significant barriers to providing this type of care, and with healthcare organizations looking to reduce face-to-face visits, many are either deploying telehealth technology for the first time or expanding their current offerings. This resource—the first of two COVID-19 focused telehealth reports—aims to provide high-level guidance helpful to organizations as they make immediate decisions and also solidify long-term telehealth strategies. It includes high-level overviews of validated vendors’ current customer satisfaction, key questions to consider in building a strategy, and a consolidated view of KLAS’ previously published telehealth reports.

Patient-Driven Groupings Model (PDGM):
Flash Insights Report 2020

Authored by: Paul Hess , Jennifer Hickenlooper | May 2020 | Read Time: 2 minutes

The new Patient-Driven Groupings Model (PDGM) proposed by Medicare went into effect January 1, 2020. Now that the dust has settled, KLAS reached out to home health organizations to understand how this change has impacted their operations. 52 agencies responded, sharing insights into how smooth or disruptive the transition was, how helpful home health vendors have been, and how the new model has impacted the bottom line.

Note: The majority of responses came from agencies using Axxess, Brightree, Epic, Homecare Homebase, Netsmart, or WellSky.

Caregility:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | April 2020 | Read Time: 1 minute

This Spotlight report focuses on Caregility, an inpatient telehealth video platform. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.

Delivering Customer Success in a Time of Crisis, Part 1:
Guide for Vendor Success during COVID-19

Authored by: Taylor Davis , Emily Paxman | April 2020 | Read Time: 2 minutes

To support the healthcare community in this time of crisis, KLAS recently published a solutions guide highlighting various technologies and services healthcare organizations can use in the fight against COVID-19. Approximately 200 HIT companies and services firms are represented in the guide. While vendors have taken a positive step in making these solutions available, an organization’s success with any given offering will be determined in no small part by the vendor’s ability to deliver. KLAS feels our broad perspective on customer experience can help both healthcare organizations and vendors be successful in tackling COVID-19.

To that end, this white paper examines three areas in which vendor delivery, if not done correctly, can potentially damage customer relationships and prevent customers from achieving long-term success. These red flags are based on customer feedback about how vendors are responding to the current crisis and on general best practices KLAS has identified in over 20 years of customer experience research.

Our hope is that highlighting potential pitfalls and best practices will help vendors, who have already moved mountains to help the industry, continue their work of helping healthcare organizations achieve short-term and long-term success.

Note: All current KLAS members will receive a deeper dive into these insights during their yearly executive session.

Technical Services 2020:
A Tip-of-the-Spear Look at a Growing Market

Authored by: Ryan Oliver | April 2020 | Read Time: 8 minutes

Say what you want about meaningful use, but its success in spurring EMR adoption is hardly debatable. A wealth of healthcare data has now been captured electronically, but if it is to optimize patient care and provider collaboration, it must be available in a useful, accessible format. A broad range of technical skills are needed to convert data and integrate clinical applications, analytics tools, and other platforms. For help in this area, many provider organizations turn to the technical expertise of services firms. This report—focused on an initial subset of these firms (see below)—examines performance and capabilities in a market that sees high satisfaction overall.

Healthify:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | April 2020 | Read Time: 1 minute

This Spotlight report focuses on Healthify, who provides a social determinants of health (SDOH) solution. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.

Aunt Bertha:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | April 2020 | Read Time: 1 minute

This Spotlight report focuses on Aunt Bertha, a social determinants of health (SDoH) solution. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.

Behavioral Health EMR 2020:
Struggling Market Sees Some Changes in Satisfaction

Authored by: Tyson Blauer , Jennifer Hickenlooper | April 2020 | Read Time: 4 minutes

Organizations using behavioral health EMRs report some of the lowest satisfaction scores of any market segment KLAS rates. While there is still broad need for improvement across vendors, the last year has seen significant shifts—some vendors have stepped up and improved their delivery, while others have seen significant drops in customer satisfaction. What factors are driving these changes?

COVID-19 Technology & Services Solutions Guide

Authored by: Taylor Davis | April 2020 | Read Time: 35 minutes

To our provider friends:

You need solutions and you need them fast. We have asked the vendor community to share what they are doing/can do to help your organizations in this crisis. Given the short time frame, KLAS has not validated any of these claims.

We will not waste time with a long introduction—we just hope this helps you. Good luck in the weeks ahead. Reach out to your KLAS representative if we can help you. Thank you for bearing the weight of this crisis. We deeply appreciate your sacrifices.

—The KLAS Team

Phynd:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | April 2020 | Read Time: 1 minute

This Spotlight report focuses on Phynd, a solution for Provider Data Management. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.

EpicCare Ambulatory 2020—Community Connect:
The Reality of Community Connect vs. Direct Contracting

Authored by: Aaron Gleave , Alex McIntosh | April 2020 | Read Time: 3 minutes

Because of Epic’s presence in the healthcare market and their record of strong performance, many standalone (i.e., not associated with a hospital) midsize to large ambulatory organizations have chosen or are seriously considering Epic’s platform. These organizations have two options: contract directly with Epic for an independent instance of the solution, or contract with a local hospital/IDN under the Community Connect model. This research—KLAS’ first look at the differences between these approaches on the ambulatory side—includes two main findings from standalone ambulatory organizations:

(1) With direct contracting, Epic delivers a highly satisfactory experience for midsize to large ambulatory organizations.
(2) Those on Community Connect, who rely on their host organization for support, tend to be considerably less satisfied and fault Epic for allowing host organizations to deliver an experience below Epic’s usual standard.

Blockit:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | March 2020 | Read Time: 1 minute

The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.

This Spotlight focuses on Blockit, a referral and patient scheduling management solution, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

Augmedix:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | March 2020 | Read Time: 1 minute

The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.

This Spotlight focuses on Augmedix, a physician documentation service, used to document patient encounters and other tasks, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

Suki:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | March 2020 | Read Time: 1 minute

The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.

This Spotlight focuses on Suki, a clinical digital assistant used to document patient encounters and other tasks, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

Decision Insights 2020:
National Trends

Authored by: Taylor Davis , Sam Eaquinto | March 2020 | Read Time: 4 minutes

In 2019, KLAS collected insights regarding 1,202 HIT purchasing decisions. These insights came from 722 healthcare organizations who had recently purchased or who were planning to purchase a software solution. Some of the market segments with increased purchase energy in 2019 include credentialing, internet of medical things, business intelligence, and payer care management.

NowPow:
Emerging Technology Spotlight 2020

Authored by: Doug Tolley , Sam Eaquinto | March 2020 | Read Time: 1 minute

The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.

This Spotlight focuses on NowPow, a solution provider for SDoH or Whole Person Care, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.

Healthcare Business Intelligence and Analytics 2020:
Decision Insights Report

Authored by: Ryan Pretnik , Sam Eaquinto | February 2020 | Read Time: 15 minutes

The healthcare business intelligence (BI) and analytics market has become crowded, with vendors touting a variety of different benefits. Many healthcare organizations are looking to consolidate solutions, but who can meet organizations’ analytics needs and also bring departments together, aggregate siloed data, and drive outcomes in a consolidated way? This report examines 45 BI purchase decisions made over the last 18 months to determine what is driving buying decisions. Is it the solutions’ power/flexibility or the vendors’ experience/relationships? Which vendors are gaining momentum, and which are being left behind?

Patient Driven Payment Model (PDPM):
Flash Insights Report 2020

Authored by: Paul Hess , Jennifer Hickenlooper | February 2020 | Read Time: 2 minutes

The new Patient Driven Payment Model (PDPM) proposed by Medicare went into effect in October 2019. Now that the first billing cycle under the model has passed, KLAS reached out to skilled nursing facilities (SNFs) to get early insights into how smoothly the transition went, how helpful their technology (EMR/therapy) vendors have been, and how the change has impacted their bottom line. The feedback came from a total of 48 respondents—11 executives, 20 directors, and 17 managers, analysts, and other healthcare professionals.

Cerner Revenue Cycle Management, Report 4 of 4:
Cerner Customers Waiting on Tangible Results

Authored by: Boyd Stewart , Alex McIntosh | February 2020 | Read Time: 5 minutes

In August 2018, representatives from some of Cerner’s largest and most complex customers met with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was to provide insights that would enable Cerner to conduct a significant pivot to regain client confidence and deliver a world-class RCM solution. In KLAS’ previous follow-up reports, customers reported that Cerner has delivered a road map, become more transparent, and worked to improve client relationships. This report is the final in the series and focuses on the tangible improvements that have been realized since the August 2018 summit.

Patient Engagement Summit 2019

Authored by: Adam Cherrington , Dan Czech | February 2020 | Read Time: 7 minutes

On November 11–12, 2019, healthcare IT leaders (20 from healthcare organizations and 19 from vendor organizations) gathered in Park City, Utah, to help guide the healthcare industry toward a common patient engagement target. The goal of this summit was two-fold: (1) to share success stories and recommendations for overcoming barriers and (2) to define what a patient engagement platform should entail.

Healthcare IT Investor Update 2020 Q1

January 2020 |

In the 2020 Q1 Investor Update, KLAS M&A Advisory leader, Chris Chandler, discusses Revenue Integrity and Revenue Cycle Unicorns, the Digital Health Investment Symposium and Emerging Tech Recap, and Strategic M&A deals done over the last 7 years with Boyd Stewart, Lauren Barton, Doug Tolley, and Emily Paxman. Watch the webinar to get the latest investment insights from KLAS experts.

Value-Based Care Managed Services 2019:
Which Vendor's Profile and Performance Match Your VBC Needs?

Authored by: Bradley Hunter | January 2020 | Read Time: 5 minutes

Despite reduced regulatory pressure, competitive and financial factors continue to drive organizations toward value-based care (VBC), yet making the transition is a complex and expensive undertaking, especially for smaller or midsize organizations, who may lack the resources and expertise of their larger peers. An array of services firms and software vendors offer managed services designed to help. These offerings vary widely, and provider organizations will want to consider several factors when choosing the firm that is right for them. This report examines eight services firms and software vendors who offer VBC managed services to examine the types of projects and organizations they work with and how well they perform.

Value-Based Care Consulting 2019:
Finding the Best Fit in a High-Performing Market

Authored by: Warren Whitford | December 2019 | Read Time: 4 minutes

Transitioning from fee-for-service to value-based care (VBC) is a top-of-mind concern for healthcare organizations. However, previous KLAS research has revealed that VBC transformation is also the area in which healthcare executives are least familiar with which firms are well positioned to help. This report examines nine firms that provide value-based care consulting services to explore the types of work these firms do (and for who), how consistently the firms perform across clients, the outcomes they deliver, and the factors that drive these outcomes.

Revenue Cycle Unicorns 2019:
Unique Solutions Closing Gaps

Authored by: Paul Pitcher , Rebecca Hammond | December 2019 | Read Time: 1 minute

The healthcare revenue cycle is a notoriously treacherous, high-stakes journey, and provider organizations who don’t have the right tools in hand are likely to get held up fighting high costs and lost revenue. While KLAS has done extensive research in the past on revenue cycle solutions, this report focuses on the solutions that take a more unique approach to tackling revenue cycle issues—in other words, revenue cycle “unicorns.” These solutions often don’t fit into KLAS’ traditional revenue cycle market segment, lack direct competitors, or are potentially disruptive to existing ways of doing business. As a result of their unique nature, the solutions rated in this report are not compared side by side but rather examined individually through the lens of customer experience.

Global PACS 2019:
Vendor Performance in Shifting Market

Authored by: Eder Lagemann , Jonathan Christensen | December 2019 | Read Time: 5 minutes

The non-US PACS market is shifting—as cloud technology and lighter infrastructure replace aging C/S models, several traditional market mainstays are no longer viewed as cutting-edge technology. The need for traditional workstations has not disappeared, but healthcare organizations are looking for vendors that are developing imaging platforms that will meet customer needs today and in the future. Based on perspectives from 325 individuals at 272 organizations in 48 countries and territories outside the US, this report examines global as well as regional PACS performance.

PatientPing:
Emerging Technology Spotlight 2019

Authored by: Doug Tolley , Sam Eaquinto | November 2019 |

Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).

Global VNA Solutions 2019:
Insights from Leading Organizations

Authored by: Eder Lagemann , Jonathan Christensen | October 2019 | Read Time: 3 minutes

Outside the US, the vendor-neutral archive (VNA) market is still emerging, and even some of the most successful organizations feel their VNA vendors could do more to deliver the strategic guidance and support they need. For this study, KLAS reached out to reference sites from measured vendors to learn what is possible with VNAs today and which vendors have proven to deliver the experience and strong guidance customers need.

Innovation Center Consortium 2019 White Paper:
Accelerating Next-Generation Healthcare IT Development

Authored by: Doug Tolley , Emily Paxman | October 2019 | Read Time: 4 minutes

In September 2019, the new KLAS Innovation Center Consortium kicked off with a day-long workshop attended by a select group of representatives from some of healthcare’s most forward-thinking provider innovation centers. The goal of the workshop was to share development priorities and best practices for seeing healthcare IT innovation projects through to success. The insights shared in this paper come from the day’s small group discussions.

Consulting for Cerner 2019:
Consultant Expertise Is the Measure of Success

Authored by: Ryan Oliver , Jennifer Hickenlooper , Alex McIntosh | September 2019 | Read Time: 5 minutes

Organizations using Cerner’s EMR and revenue cycle software are increasingly looking for help from consulting firms to implement and optimize this software. These organizations almost universally consider Cerner’s in-house services, but those who engage Cerner for implementation or IT advisory services tend to be dissatisfied in much higher numbers than those who opt to use a third party. This report aims to help organizations find the best fit by diving into Cerner’s and other firms’ depth and breadth of experience, strategic expertise, and dedication to client success.

Olive AI:
Emerging Technology Spotlight 2019

Authored by: Doug Tolley , Sam Eaquinto | September 2019 | Read Time: 1 minute

Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).

Pulse Check 2019 - Epic Small Practices EMR:
New Visibility into an Unexplored Market

Authored by: Aaron Gleave , Alex McIntosh | September 2019 | Read Time: 2 minutes

Epic’s footprint among small practices (1–10 physicians) is extensive and growing as more of these clinics join local ACOs, affiliate with other organizations using Epic, or simply want the benefits that come with better clinical integration. Yet relatively little insight exists into how the solution performs for small practices or what successes and challenges these organizations encounter with Epic. This report is KLAS’ first attempt to shine a light on the experience of Epic users in small ambulatory settings.

Smart Pumps 2019 Decision Insights:
Energy at the Enterprise Level

Authored by: Jackson Tate , Paul Warburton , Sam Eaquinto | September 2019 | Read Time: 2 minutes

Most smart pumps today garner fairly high overall satisfaction, yet factors such as EMR interoperability, total cost of ownership, and platform consolidation lead to high variability in how often different vendors are considered. Examining 36 smart pump purchase decisions made in the last 18 months, this report considers each vendor’s market energy and the reasons smart pumps are being considered, selected, and replaced.

Global (Non-US) EMR Implementations 2019:
Who Can Best Help Me Navigate My EMR Implementation?

Authored by: Everton Santos , Jonathan Christensen | September 2019 | Read Time: 3 minutes

Given the intense nature of an EMR implementation, it is natural that most projects will experience at least a few unexpected hurdles. In fact, about 30% of healthcare organizations outside the US report going over budget and 40% report vendor-missed timelines. However, feedback from recent implementations^† shows that some vendors are much more likely to help their clients stay on budget, on time, and within scope. Which vendors make the list?

† Data for this report was collected from organizations outside the US who contracted for an EMR between January 2016 and August 2018 and who are either currently implementing their solution or have already done so. Feedback was also collected from some organizations who have an ongoing implementation that started prior to January 2016.

Payer Care Management 2019:
Decision Insights Report

Authored by: Doug Tolley , Jennifer Hickenlooper , Sam Eaquinto | August 2019 | Read Time: 10 minutes

While utilization management and care management solutions have been around for decades, today health plans are looking for modern technology solutions to help them manage multiple business lines and adapt to changing requirements for value-based care. While innovation overall in payer HIT is not abundant, KLAS has seen an increase in decision energy mostly from relatively or completely new vendors receiving stronger consideration than existing or established vendors.

KLAS defines payer care management solutions as systems comprising functionality in areas like utilization management, case management, disease management, and care coordination. 40 unique payer organizations shared insights with KLAS about their purchasing decision process, including which vendors they considered, selected, and decided to replace. As validated in this research, future-state goals (noted below) are becoming increasingly important in these decisions.

Acute Care EMR Decision Insights 2019:
Buyers Unwilling to Settle

Authored by: Coray Tate , Sam Eaquinto | August 2019 | Read Time: 6 minutes

A seamless patient record across the healthcare organization has become a universal expectation. Having integrated acute care and ambulatory records is the most-often-cited reason for a hospital of any size to look at a new EMR system. EMR systems without proven integration are rarely considered and even more rarely selected. Buyers know what is possible from an EMR, and most are now unwilling to settle for less.

Cerner, Epic, and MEDITECH are most likely to be considered for large hospitals (500+ beds) and midsize hospitals (201–500 beds). The competition for hospitals with fewer than 200 beds is much more crowded, with MEDITECH Expanse, athenahealth, Allscripts (both Sunrise™ and Paragon), CPSI, eClinicalWorks, and MEDHOST battling alongside Cerner CommunityWorks and Epic Community Connect.

DHIS International 2019 White Paper

July 2019 | Read Time: 20 minutes

On 3–4 June 2019, KLAS convened a symposium in Sitges, Spain (just outside Barcelona). This symposium brought together healthcare thought leaders from Europe and other non-US regions to wrestle with the challenges the global healthcare industry faces in adopting innovative technology to help solve healthcare-related problems. Discussion topics included policy barriers and areas of high-impact investment, such as patient engagement, AI, interoperability, telehealth, and enterprise imaging. Attendees included representatives from healthcare provider organisations—including public hospitals & trusts, regional authorities, and private healthcare groups—as well as from IT suppliers, private equity firms, industry consultants, and investment bankers. This white paper represents the collective insights shared by these attendees.

How Aligned Are Provider Organizations with the Health Industry Cybersecurity Practices (HICP) Guidelines?:
A KLAS-CHIME White Paper

Authored by: Joe VanDeGraaff , Dan Czech | June 2019 | Read Time: 21 minutes

The 405(d) Task Group—convened by HHS following the Cybersecurity Act of 2015—recently released “Health Industry Cybersecurity Practices: Managing Threats and Protecting Patients” (HICP), a document containing recommendations for provider organizations on how they can reduce and mitigate their cybersecurity risks.

Radiation Therapy 2019:
Relationships a Key Driver of Value

Authored by: Monique Rasband , Emily Paxman | June 2019 | Read Time: 5 minutes

The purchase of radiation therapy equipment is a large—and often long-term—investment, and while the vendors are few, the stakes are high. To be able to provide effective treatments and attract patients (who are more mobile and more involved in their care than ever), organizations need accurate, reliable technology backed by stellar vendor support. This report will help organizations determine which vendor will give them the best value by examining (1) customer loyalty and long-term plans; (2) relationships and support; and (3) ease of use and integration.

Emerging Acute Care EMRs 2019:
Status of New Offerings from athenahealth, eClinicalWorks, Epic, and MEDITECH

Authored by: Coray Tate , Paul Warburton , Jonathan Christensen | June 2019 | Read Time: 4 minutes

In recent years, athenahealth, eClinicalWorks, Epic, and MEDITECH have all released new acute care EMR platforms. Small and midsize organizations express high interest in these solutions, but adoption and development vary widely, and only athenahealth and MEDITECH currently have live customers. This report provides a snapshot of each solution’s current state and examines how well athenahealth and MEDITECH—the top-performing solutions in the 1–200 bed market—are meeting the needs of various departments and user groups.

Note: Information about more longstanding acute care EMR platforms not covered in this research can be found on the KLAS website.

Payer IT Consulting 2019:
Which Firms Can Adapt to Meet the Complex IT Needs of Payer Organizations?

Authored by: Ryan Pretnik , Lois Krotz , Jennifer Hickenlooper | May 2019 | Read Time: 3 minutes

Demand for payer IT consulting services continues to rise as changing market regulations have increased the need for improved efficiency, accurate software, and ways to navigate the complex market environment. This report, KLAS’ first in the market, offers transparency into what payer IT consulting firms offer and their performance, including expertise and adaptability to customer needs (i.e., being flexible in approach and staffing and agile in making changes). At a high level, healthcare-specific firms are delivering more guidance and flexibility than cross-industry firms, though there are exceptions to this trend.

Opioid Prescription Intelligence 2019:
Providers Realizing Improved Opioid-Prescribing Outcomes

Authored by: Jackson Tate , Alex McIntosh | May 2019 | Read Time: 4 minutes

Opioid prescription intelligence solutions combat the challenge of accessing data from prescription drug monitoring programs (PDMPs) by pulling this crucial information into the EMR workflow. Hospitals and practices are seeing great success with these solutions—organizations consistently report they can better identify opiate seekers, reduce dangerous prescription mismatches, improve prescribing habits, and advance their opioid-stewardship strategies. No matter the solution organizations choose or the details of their opioid-stewardship strategy, prescription intelligence solutions can benefit patients.

SailPoint:
Emerging Technology Spotlight 2019

Authored by: Sam Eaquinto | April 2019 | Read Time: 1 minute

Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).

RTLS 2019:
Exploring Attainable Outcomes with Deep Adopters

Authored by: Tanya Egbert , Jennifer Hickenlooper | April 2019 | Read Time: 5 minutes

KLAS’ 2016 RTLS report revealed that many provider organizations want to do more with RTLS. This year, vendors’ deepest adopters share how they are expanding their use of RTLS solutions. What significant outcomes are they seeing because of these efforts? How can other organizations do the same? Additionally, insights from both deep adopters and vendors’ broader customer bases indicate that while most RTLS vendors successfully help organizations drive outcomes, there are a couple of vendors with which success is much less likely.

Precision Medicine Implementer's Guide 2019

Authored by: Alex McIntosh | April 2019 |

In March of 2019, 56 leaders from provider organizations with advanced, established precision medicine programs and 20 vendor leaders met in Chicago to learn from each other and discuss how other healthcare organizations could begin to set up and create their own precision medicine programs.

The goal of the summit was to advance healthcare and improve outcomes by encouraging the increased adoption of precision medicine technologies and disseminating the knowledge and learnings held and experienced by the organizations in attendance.