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Reports | Arch LogoArch Collaborative Resources
 Upcoming Reports

Luma Health 2024:
Part of a Series on Digital Health Deep Adopters
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.
Clinical Communications 2024:
Which Vendors Best Support Solution Adoption Enterprise-Wide?
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.

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

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

Underpayment Recovery Services 2024:
Which Firms Drive Value in Both Recovery & Prevention?
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.
Latin America PACS 2024:
A Look at Vendor Performance in an Evolving Market
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.”
Population Health Management 2024:
Sample of Decisions Made by Large Acute Care Organizations Center on a Few Broad Platforms
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.
Healthcare Experience Management 2024:
Improving the Healthcare Experience for More than Just Patients
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.

Social Determinants of Health 2024:
A Look at Vendor-Reported Capabilities
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.
Virtual Care Platforms 2024:
Broad Use Cases across the Enterprise
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.
Patient Self-Scheduling 2024:
An Early Look at Standalone Solutions
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.
Healthcare Cybersecurity Benchmarking Study 2024:
Improving Cybersecurity Preparedness through NIST CSF & HICP Best Practices
With cyberattacks on the rise, having a strong cybersecurity strategy is a must for healthcare organizations, especially as they face post-pandemic resource constraints and staffing shortages. Many are protecting their data by adopting and implementing cybersecurity frameworks and best practices, such as the NIST Cybersecurity Framework (NIST CSF) and the Health Industry Cybersecurity Practices (HICP). NIST CSF and HICP are accessible resources for healthcare organizations, and high NIST CSF and HICP coverage is a strong indication of cybersecurity preparedness. This report—a collaboration between Censinet, KLAS, the American Hospital Association, Health-ISAC, and the Healthcare and Public Health Sector Coordinating Council—provides an update to previous research on the status of healthcare cybersecurity preparedness. It also examines the effect of governance and resource investment on cybersecurity preparedness and insurance premiums. Data for this report comes from 58 respondents (54 payer or provider organizations and 4 healthcare vendors) who were interviewed September–December 2023.
Patient Intake Management 2024:
Where Are Vendors Delivering Value?
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
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.
The 2023 EY-Parthenon and KLAS Research Payer Tech Study:
Evolving Payer HCIT Investment Trends

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?
Patient Engagement 2023:
Provider Perceptions on Technology Investment Now and in the Future
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.
Hallmarks of High-Performing Companies 2023:
The Importance of Quality Support
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.
Drug Diversion Monitoring 2023:
New Advanced Capabilities Beginning to Show Promise
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.
Population Health Vendor Overview 2023:
Matching Vendor Capabilities to PHM Needs
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).

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) 2023:
Actionable Insights to Reduce Medication Spend
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.
European Digital Pathology 2021:
Adoption Grows for Primary Diagnosis
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).
Patient Access 2021:
How Well Do Enterprise EMR Vendors Meet Organization Needs?
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.

Delivering Customer Success in a Time of Crisis, Part 1:
Guide for Vendor Success during COVID-19

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.

Value-Based Care Consulting 2019:
Finding the Best Fit in a High-Performing Market
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.