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Reports | Arch LogoArch Collaborative Resources
 Upcoming Reports

Clinical Communication Platforms 2023:
A Closer Look at Customer Adoption
Past KLAS research shows that clinical communication platforms can improve healthcare organizations’ efficiency and care quality when successfully adopted across the enterprise. Vendors can help drive strong adoption—in number of workflows/interfaces deployed, in breadth (percentage of an organization’s hospitals that adopt the solution), and in depth (percentage of employees using the solution). This report examines these factors and shares how well vendors enable adoption and support organizations’ communication strategies.
Digital Transformation Consulting 2023:
Transforming the Consumer Healthcare Experience
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.
Implementation Benchmarks 2023:
Common Implementation Challenges for Provider Organizations
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.
Approaches to Moving Epic in the Cloud 2023:
Which Public Cloud Providers Are Early Movers Considering?
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.

Implementation Services for Workday ERP 2023:
Part of a Series on ERP Implementations
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.)
Bluesight CostCheck (formerly Kit Check Bluesight Insights):
Second Look 2023
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
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.
US Digital Pathology 2022:
Early Adopters Lead the Charge in an Emerging Market
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.
Microsoft Cloud Technologies in Healthcare 2022:
Part of a Public Cloud Providers Series on Adoption and Early Performance
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.
Imprivata Digital Identity Platform 2022:
Benefits & Challenges of Deep Adoption
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.
Telehealth Performance 2022:
What Is the State of Telehealth Post-Pandemic?
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.
AWS in Healthcare 2022:
A Deeper Look at Artificial Intelligence and Machine Learning Capabilities
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.
Patient Perspectives on Patient Engagement Technology 2022:
Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
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.