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Reports | Arch LogoArch Collaborative Resources
 Upcoming Reports

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).

Clinical Communication Platforms 2023:
A Closer Look at Customer Adoption
Past KLAS research shows that clinical communication platforms can improve healthcare organizations’ efficiency and care quality when successfully adopted across the enterprise. Vendors can help drive strong adoption—in number of workflows/interfaces deployed, in breadth (percentage of an organization’s hospitals that adopt the solution), and in depth (percentage of employees using the solution). This report examines these factors and shares how well vendors enable adoption and support organizations’ communication strategies.