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Physician Scheduling 2023: Organizations Improve Scheduling Efficiency & Visibility despite Complexities
New
Physician Scheduling 2023:
Organizations Improve Scheduling Efficiency & Visibility despite Complexities
Authored by: Niel Oscarson , Ciera Walker , Marcus Hadfield | 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.
End-to-End Revenue Cycle Outsourcing 2023: Pursuing Financial and Staffing Stability
New
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.
Virtual Sitting & Nursing 2023: An Early Look at Promising Outcomes
New
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.
Implementation Services for Infor ERP 2023: Part of a Series on ERP Implementations
New
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.)
Omnicell 2023: Understanding Customers’ Outlook on New Managed Services Model
New
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.
Social Determinants of Health Summit 2023
New
Social Determinants of Health Summit 2023
Authored by: Bradley Hunter , Paul Warburton | August 2023 | Read Time: 12 minutes
Over the last several years, social determinants of health (SDOH) have become an emerging focus for healthcare organizations. Even with growing interest, progress toward a standardized SDOH program has been challenging for many provider organizations and their communities. In March 2023, KLAS held the Social Determinants of Health Summit, where 69 leaders from 61 organizations that have made early progress in SDOH programs shared feedback—with the goal of building a cohesive framework for organizations standing up SDOH programs in their communities. Participants at the summit included representatives from provider organizations, payers, HIT vendors, and community-based organizations (CBOs). In addition to the creation of the SDOH framework, the summit included two panels that focused on financing SDOH and on helpful metrics for tracking the impact of SDOH. This summit executive overview presents the finalized SDOH framework, summit participant insights, and highlights from the two panel discussions on financing and impact tracking.
Safety, Risk & Compliance 2023: Purchase Energy High as Organizations Seek to Increase Visibility & Address Risk
New
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.
Digital Fax 2023: How Are Advanced Users Moving toward Next-Generation Discrete Data Extraction?
New
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.
Payer Claims & Administration Platforms 2023: Vendor Performance in a Segmented Market
New
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.
Drug Diversion Monitoring 2023: New Advanced Capabilities Beginning to Show Promise
Drug Diversion Monitoring 2023:
New Advanced Capabilities Beginning to Show Promise
Authored by: Jackson Tate , Jennifer Hickenlooper , Lance Merrell | August 2023 | Read Time: 6 minutes
Drug diversion monitoring is a key area that helps healthcare organizations improve patient safety and prevent drug waste and misuse. The second generation of drug diversion monitoring solutions utilizes predictive models, artificial intelligence (AI), and machine learning (ML), and users are beginning to see outcomes such as correctly identified risks, reduced false positives, and increased efficiency. This report examines which vendors are driving outcomes, how advanced AI/ML capabilities are impacting the user experience, and how well vendors partner with and support customers.
Imprivata and Zebra Technologies Flash Insights 2023: New Partnership Presents Potential Solution for Fleet Management
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.
Ambulatory Revenue Cycle Management Services 2023: Exploring Provider Perceptions of Outsourcing amid Mounting Pressures
Ambulatory Revenue Cycle Management Services 2023:
Exploring Provider Perceptions of Outsourcing amid Mounting Pressures
Authored by: Mollie Hunt , Alex McIntosh , Andy Paulsen | July 2023 | Read Time: 6 minutes
Ambulatory provider organizations are feeling heightened reimbursement pressure due to continually changing payer claims requirements, shrinking allowable charges, and increased patient financial responsibilities. On top of those external challenges, organizations are also seeing stricter staffing budgets and difficulties recruiting qualified employees. Many clinical leaders are outsourcing multiple revenue cycle responsibilities to combat these challenges, lower staffing expenses, and entrust their financial health to industry experts. For this report, KLAS talked to 61 primary and specialty care clinics to examine perceptions of outsourced revenue cycle management (RCM) services and what deficiencies still exist in the market.
Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
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.
Pediatrics 2023: Provider Perceptions of an Evolving Market
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.
Healthcare IoT Security 2023: An Update on Vendor Performance and Deep Adopter Utilization
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.
Population Health Vendor Overview 2023: Matching Vendor Capabilities to PHM Needs
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
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.
Global (Non-US) EMR Market Share 2023: Europe Continues to Lead, Energy Picking Up in Other Regions
Global (Non-US) EMR Market Share 2023:
Europe Continues to Lead, Energy Picking Up in Other Regions
Authored by: Everton Santos , Jonathan Christensen | June 2023 | Read Time: 14 minutes
With the pandemic mostly past, healthcare organizations across the world are readdressing key technology priorities. EMR initiatives continue to be prioritized at most organizations. In 2022, KLAS validated 164 EMR purchase decisions impacting 532 hospitals and over 82,000 beds. 30 different vendors in 31 different countries were selected. While 2022 had the lowest validated EMR purchase activity of the last five years, certain markets remained highly active—specifically, Europe and Latin America and, to a lesser extent, Asia and the Middle East. Canada and Oceania, while relatively quiet in 2022, are poised for significant activity in 2023 due to major contracts on the horizon.
Oncology 2023: Market Dynamics Shifting for Medical and Radiation Oncology Information Systems
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.
Clinical Communication Platforms 2023: A Closer Look at Customer Adoption
Clinical Communication Platforms 2023:
A Closer Look at Customer Adoption
Authored by: Paul Hess , Paul Warburton | June 2023 | Read Time: 8 minutes
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.
Remote Patient Monitoring 2023: Healthcare Organizations Test Solutions in Rapidly Evolving Market
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.

Payer Care Management 2023: How Do Vendors Perform as Use Cases Expand?
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.
Interactive Patient Systems 2023: Who Is Leading the Way toward the Digital Patient Room of the Future?
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.
Capacity Optimization Management 2023: What Benefits Are Organizations Seeing?
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.
Healthcare Cybersecurity Benchmarking Study: How Aligned Is the Industry to NIST and HICP Best Practices?
Healthcare Cybersecurity Benchmarking Study:
How Aligned Is the Industry to NIST and HICP Best Practices?
Authored by: Steve Low , Dan Czech , Ruirui Sun | April 2023 | Read Time: 6 minutes
The digitalization of healthcare has brought with it many benefits but also some challenges, cybersecurity being among the most significant. As healthcare organizations introduce new technology into their environments, questions often arise as to how and where to allocate resources in order to best reduce cyber risk. This report—a collaboration between Censinet, KLAS, and the American Hospital Association (AHA)—is intended to provide high-level insights into the current state of cybersecurity preparedness in healthcare and thus highlight potential areas of focus.

The findings in this report are based on evaluations completed by 48 healthcare organizations, ranging from small critical access hospitals to large multispecialty practices and large academic medical centers. The questions were designed to measure adherence to the guidelines recommended by the NIST Cybersecurity Framework (NIST CSF) and Health Industry Cybersecurity Practices (HICP), with additional questions added to gain insight into organizations’ cybersecurity investments and resources and the span of control given to information security leadership.
Digital Transformation Consulting 2023: Transforming the Consumer Healthcare Experience
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)
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
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
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 20: Leveraging Physician-Led VBC Model to Deliver Lower Costs and High-Quality Care
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.
Points of Light 2023 Case Study 19: Improving Patient Access to Medication by Automating Prior Authorization Process
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 17: Improving Medication Adherence among High-Risk Populations
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
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
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
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 12: Improving Patient Understanding of Financial Responsibility by Simplifying the Payment Experience
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 10: Modernizing Interoperability to Improve Data Exchange across the Care Continuum
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 3: Enabling Bidirectional Data Sharing to Reduce Record Requests for Managed Care Audits
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.
Points of Light 2023: Recognizing Successful Payer/Provider Collaborations
Points of Light 2023:
Recognizing Successful Payer/Provider Collaborations
Authored by: Boyd Stewart , Joshua Jensen , Aurene Wilford | April 2023 | Read Time: 19 minutes

Innovative partnerships between payers, healthcare organizations, and HIT vendors have the potential to revolutionize healthcare processes and outcomes. KLAS’ annual Points of Light awards celebrate success stories—or “points of light”—achieved by payers, healthcare organizations, and vendors who have partnered to reduce costs and inefficiencies and improve the patient experience.

In total, 25 such collaborations were awarded a 2023 Points of Light award, and their strategies and outcomes are shared in this report to illustrate the art of the possible. It is our aim to help payers, healthcare organizations, and vendors collaborate more effectively to resolve some of healthcare’s biggest points of friction. This report’s Executive Overview provides a high-level summary of the types of challenges these collaborations tackled and the outcomes they achieved; the full report provides an in-depth case study of each collaboration.
Points of Light 2023 Case Study 1: Simplifying the Administrative Process through Shared Clinical Data
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.
Implementation Benchmarks 2023: Common Implementation Challenges for Provider Organizations
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.
Patient Financing Services 2023: A Winning Formula for Patients and Provider Organizations
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.
Eligibility & Enrollment Services 2023: An Initial Look at Client Satisfaction
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.
Global (Non-US) Healthcare IT Trends 2023: Understanding Organizations’ IT Priorities Pre- and Post-Pandemic
Global (Non-US) Healthcare IT Trends 2023:
Understanding Organizations’ IT Priorities Pre- and Post-Pandemic
Authored by: Everton Santos , Jonathan Christensen | March 2023 | Read Time: 8 minutes
During the pandemic, healthcare organizations worldwide dramatically shifted IT investment priorities to meet patient needs. Now, the healthcare landscape has changed again, and new IT priorities have emerged. To understand these shifts, KLAS interviewed 214 individuals from 186 organizations in 45 countries/territories. This report shares where these organizations are prioritizing IT investments, how they plan to leverage the cloud, and what consulting firms they may engage for upcoming projects. (This research focuses on countries outside the US. Learn more about US organizations’ investment priorities.)
FQHC Technology 2023: Which Vendors Best Meet FQHCs’ Unique Needs?
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?
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
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.

Small-Hospital Patient Accounting 2023: Meeting the Needs of Smaller Hospitals
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.
Implementation Services for Workday ERP 2023: Part of a Series on ERP Implementations
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.)
ERP 2023: An Update on Cloud Vendors’ Performance
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.
IT Advisory Services 2023: What Services Do Firms Offer and How Consistently Do They Perform?
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:
Infection Control 2023: How Vendors Are Helping Drive Meaningful Outcomes Post-Pandemic
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)
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.
Bluesight CostCheck (formerly Kit Check Bluesight Insights): Second Look 2023
Bluesight CostCheck (formerly Kit Check Bluesight Insights):
Second Look 2023
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
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.
Canada EMR Consulting Services 2023: Which Firms Drive Success throughout the EMR Life Cycle?
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?
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)
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
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
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.
Midsize/Large Practice Management 2022: Which Vendors Stand Out in an Established Market?
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.
Financial Planning & Analysis 2022: Which Vendor Is Helping Organizations Make the Most of Their Technology?
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.
CDS Point-of-Care Reference 2022: How Are Solutions Being Adopted by Clinical Users?
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.
Home-Based Post–Acute Care 2022: Top Challenges in the Aftermath of the Pandemic
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.
Facility-Based Post–Acute Care 2022: Top Challenges in the Aftermath of the Pandemic
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.
PACS 2022: Changing Market Leads to Volatility among Large- to Small-Volume Organizations
PACS 2022:
Changing Market Leads to Volatility among Large- to Small-Volume Organizations
Authored by: Monique Rasband , Jonathan Christensen , Sidney Tate | November 2022 | Read Time: 8 minutes
The US PACS market is poised for change. Several vendors have made or undergone acquisitions, and some vendors have large customer bases still on legacy solutions. Over 30% of the 368 organizations interviewed for this report are at risk of replacing their current vendor, and organizations are looking for vendor partners to advance their enterprise imaging strategies. Further, industry-wide staff shortages have led to support and innovation challenges among PACS vendors. This report examines how these vendors have addressed this shifting market’s challenges and met the needs of customers with large volumes (300,000+ studies per year) and small/midsize volumes (<300,000 studies per year).
Small Practice Ambulatory EMR/PM (2–10 Physicians) 2022: Functionality & Value Top of Mind for Small Practices
Small Practice Ambulatory EMR/PM (2–10 Physicians) 2022:
Functionality & Value Top of Mind for Small Practices
Authored by: Aaron Gleave , Alex McIntosh | November 2022 | Read Time: 5 minutes
Small practices provide a significant amount of the outpatient care in the US, and their needs differ from those of their larger counterparts. When it comes to EMR/PM technology, these practices expect up-to-date functionality, steady product performance, solid implementation and training, and an integrated suite of solutions from a single vendor—all at a price point that makes sense for a small practice’s budget. This is a tall order, but some vendors have stepped up to the challenge in multiple areas of delivery. This report provides the latest view on how the major vendors in this market perform and which ones stand out in the areas that small practices (2–10 physicians) care about most.
Home Health 2022: Exploring Technology Satisfaction in a Dynamic Market
Home Health 2022:
Exploring Technology Satisfaction in a Dynamic Market
Authored by: Paul Hess , Paul Warburton | October 2022 | Read Time: 5 minutes
The home health market has seen renewed energy since 2020 as COVID-19 and efforts to improve outcomes and decrease costs have shifted more care to the home. As a result, the number of home health agencies has grown. Amid this growth, home health agencies continue to face complex billing and a limited labor market. They want to make the right EMR investments and fully leverage those investments in ways that improve operational efficiency and interoperability, minimize the need for other IT purchases, and keep clinicians happy (thereby mitigating turnover). This report looks at which home health vendors best drive clinician satisfaction. A similar report for hospice is planned for 2023.
SpendMend Trulla: Emerging Technology Spotlight 2022
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.
US Digital Pathology 2022: Early Adopters Lead the Charge in an Emerging Market
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.
2022 KLAS Emerging Solutions Top 20
2022 KLAS Emerging Solutions Top 20
Authored by: Taylor Davis , Kyle Chilton | September 2022 | Read Time: 33 minutes
The partnerships that healthcare organizations make with technology vendors and services firms drive outcomes for years to come, and amidst a flood of new technologies, amazing potential partners can be missed. For the first time, KLAS has asked 16 prominent members of the healthcare community with broad HIT expertise to read 42 KLAS reports on emerging technology and rate their perception of the solutions based on their potential to impact the Quadruple Aim of Healthcare: to improve outcomes, reduce the cost of care, improve the patient experience, and improve the clinician experience. This report (1) ranks these emerging solutions by their ability to disrupt the healthcare market and (2) provides insights from participating healthcare leaders into what innovation themes organizations should be aware of as they seek to provide the best patient care.
CMS Payer Interoperability 2022: An Early Look at Purchase Decisions and Vendor Performance in a New Market
CMS Payer Interoperability 2022:
An Early Look at Purchase Decisions and Vendor Performance in a New Market
Authored by: Joe VanDeGraaff , Jennifer Hickenlooper , Ruirui Sun | September 2022 | Read Time: 15 minutes
CMS recently issued a new regulation stipulating that CMS-regulated payers must be able to securely store and share patient data under the HL7 FHIR standard. To achieve this, organizations use CMS payer interoperability products, which usually provide capabilities such as patient access APIs, provider directory APIs, and payer-to-payer data exchange. Health plans and state agencies are evaluating how well technology vendors’ existing or newly developed solutions can help them stay compliant with the new CMS requirements. This report is KLAS’ first to validate the purchase decisions and customer experience of some of the vendors in this area.
Post–Acute Care EMR Product Suites 2022: Vendors’ Progress toward an Enterprise Offering
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
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.
Cardiology 2022: Which Vendors Are Holding Ground in This Volatile Market?
Cardiology 2022:
Which Vendors Are Holding Ground in This Volatile Market?
Authored by: Monique Rasband , Sidney Tate | August 2022 | Read Time: 9 minutes
Healthcare organizations have steadily invested in cardiology solutions despite the COVID-19 pandemic, and structured reporting continues to be top of mind in their search for a vendor to unify cardiology modalities and imaging overall. Over 25% of the 183 interviewed organizations are actively planning to replace their current vendor or would do so if given the option, leading to a dynamic, volatile market where no one vendor consistently leads in customer satisfaction. This report (1) examines the breadth of customer-reported structured reporting adoption and customer satisfaction to help organizations determine which vendors can best meet their needs and (2) provides an update on customer satisfaction with hemodynamics solutions.

Note: For this report, a respondent organization had to be live with structured reporting in at least one module for their perspective to be included.
Imprivata Digital Identity Platform 2022: Benefits & Challenges of Deep Adoption
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
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.