Home

Premium Reports

Contact KLAS

2022 Best In KLAS Software and Services

2022 Best In KLAS Global Non-US

Available Filters

Report Type

  • All Report Types
  • Performance
  • Perception
  • Market Share
  • White Paper
  • Arch Collaborative Report
  • Decision Insights
  • Emerging Technology
  • First Look
  • Flash Insights
  • Investor Newsletter
  • Point of Light

Categories

  • All Categories
  • Behavioral Health
  • Business Analytics
  • Clinical Care Support Tools
  • Emerging Technology
  • Employer Services
  • EMR Solutions
  • ERP & Human Capital Management
  • Global (Non-US)
  • Healthcare Management Consulting
  • HIM Services
  • HIM Solutions
  • Imaging Software
  • Implementation Services
  • International
  • Interoperability & Middleware
  • IT Advisory Services
  • IT Outsourcing
  • Locating & Tracking
  • Oncology
  • Patient Accounting
  • Patient Engagement
  • Payer Services
  • Payer Software
  • Payer Solutions
  • Pharmacy Solutions
  • Physician Practice Solutions
  • Population Health
  • Post-Acute Care Solutions
  • Revenue Cycle Services
  • Security & Privacy
  • Speech Recognition
  • Technical Services
  • Telehealth
  • Value Based Care

Market Segments

  • All Segments
  • 340B Management Systems
  • ACO Enablement Services
  • Acute Care EMR
  • Acute Care EMR (Global)
  • Alarm Management
  • Ambulatory EMR
  • Ambulatory Ophthalmology EMR
  • Ambulatory Pediatric EMR
  • Ambulatory RCM Services
  • Ambulatory Specialty EMR
  • Ambulatory Surgery Center Solutions
  • Application Hosting
  • Automated Dispensing Cabinets
  • Behavioral Health
  • Business Decision Support
  • Cardiology
  • Cardiology Hemodynamics
  • Care Management Solutions (Payer)
  • Claims Management and Clearinghouse
  • Clinical Communications
  • Clinical Decision Support - Care Plans & Order Sets
  • Clinical Decision Support - Point-of-Care Clinical Reference
  • Clinical Documentation Integrity
  • Clinical Optimization
  • Complex Claims Services
  • Computer-Assisted Coding (CAC)
  • Computer-Assisted Physician Documentation (CAPD)
  • Credentialing
  • Customer Relationship Management (CRM)
  • Data & Analytics Platforms
  • Data Archiving
  • Data Visualization & Reporting
  • Denials Management Services
  • Digital Pathology (Non-US)
  • Digital Rounding
  • Digital Transformation Consulting
  • Drug Diversion Monitoring
  • Eligibility Enrollment Services
  • Emerging Technology Solutions
  • Employer Sponsored Healthcare Services
  • EMR-Centric Virtual Care Platforms
  • Enterprise Resource Planning (ERP)
  • ERP Business Transformation & Implementation Leadership
  • Extended Business Office
  • Extensive IT Outsourcing
  • Financial Improvement Consulting
  • Go-Live Support
  • Healthcare Artificial Intelligence: Data Science Solutions
  • Healthcare IoT Security
  • Healthcare Management Consulting
  • Healthcare Safety, Risk & Compliance Management
  • HIT Core Clinical Implementation Leadership
  • HIT Staffing
  • Home Health
  • Hospice
  • Human Capital Consulting
  • Identity & Access Management
  • Image Exchange
  • Infection Control & Monitoring
  • Insurance Discovery
  • Integration Engines
  • Interactive Patient Systems
  • IV Workflow Management
  • Long-Term Care
  • Medication Inventory Management
  • Oncology: Medical
  • Oncology: Radiation
  • Outpatient Therapy/Rehab
  • Outsourced Coding
  • PACS
  • PACS (Global)
  • Partial IT Outsourcing
  • Patient Access
  • Patient Accounting & Patient Management
  • Patient Communications
  • Patient Education
  • Patient Experience Improvement
  • Patient Flow
  • Patient Intake Management
  • Patient Portals
  • Patient Privacy Monitoring
  • Patient-Driven Care Management
  • Payer Claims & Administration Platforms
  • Payer IT Consulting Services
  • Payer Quality Analytics
  • Pharmacy Automation: Dispensing Robotics
  • Pharmacy Surveillance
  • Physician Advisory Services
  • Population Health Management
  • Practice Management
  • Private Duty Nursing: Personal Care Services
  • Proactive/Predictive CDS Tools
  • RCM - Other Validated Software
  • Real-Time Location Systems (RTLS)
  • Release of Information
  • Remote Patient Monitoring
  • Revenue Cycle Optimization
  • Revenue Cycle Outsourcing
  • Risk Adjustment
  • Robotic Process Automation
  • RPA Managed Services
  • Scheduling: Nurse & Staff
  • Scheduling: Physician
  • Security & Privacy Consulting Services
  • Security & Privacy Managed Services
  • Senior Living - Assisted Living & Memory Care
  • Small Practice Ambulatory EMR/PM (10 or fewer Physicians)
  • Smart Pumps
  • Social Determinants of Health Networks
  • Speech Recognition: Front-End EMR
  • Speech Recognition: Front-End Imaging
  • Strategy, Growth & Consolidation Consulting
  • Talent Management
  • Technical Services
  • Time & Attendance
  • Transcription Services
  • Underpayment Recovery Services
  • Universal Viewer (Imaging)
  • Value-Based Care Consulting
  • Value-Based Care Managed Services
  • Vendor Neutral Archive (VNA)
  • Video Conferencing Platforms
  • Video Conferencing Platforms (Global)
  • Virtual Care Platforms (Non-EMR)
  • Virtual Scribing Services

By Topic
By Month
1
6
12
36
ALL
By Date Range
Series Options

Reports | Arch LogoArch Collaborative Resources
 Upcoming Reports

Enterprise Imaging Summit 2022 White Paper: Avoiding Long-Term Challenges through Sensitive Image Management & Effective Remote Work
New
Enterprise Imaging Summit 2022 White Paper:
Avoiding Long-Term Challenges through Sensitive Image Management & Effective Remote Work
Authored by: Monique Rasband , Emily Paxman | August 2022 | Read Time: 6 minutes
Since 2017, KLAS has hosted four separate summits on enterprise imaging (EI), each time bringing together healthcare executive thought leaders to discuss EI issues and define guidelines. The insights gleaned from these summits represent the combined wisdom of some of the industry’s top EI experts. This white paper summarizes the discussions from the most recent summit held in May 2022. The following sections are included:
  • A definition of enterprise imaging
  • Keys to success outside of technology, including strategies for (1) safely managing sensitive images within an enterprise imaging infrastructure and (2) navigating enterprise imaging in a post-pandemic world
Enterprise Imaging Guidebook 2022: A Comprehensive Guide to Developing an Enterprise Imaging Strategy
New
Enterprise Imaging Guidebook 2022:
A Comprehensive Guide to Developing an Enterprise Imaging Strategy
Authored by: Monique Rasband , Emily Paxman | August 2022 | Read Time: 22 minutes

Since 2017, KLAS has hosted four separate summits on enterprise imaging (EI), each time bringing together healthcare executive thought leaders to discuss EI issues and define guidelines. The insights gleaned from these summits represent the combined wisdom of some of the industry’s top EI experts.

This white paper summarizes the discussions from the most recent summit—held in May 2022—and also pulls in findings from previous summits to form a succinct EI guide intended to help provider organizations on their enterprise imaging journey. The following sections are included:

  • A definition of enterprise imaging and an outline of the functionalities required for a strong enterprise imaging strategy
  • Advice for the RFP process
  • Best practices for workflow, governance, and vendor delivery
  • Keys to success outside of technology, including strategies for (1) safely managing sensitive images within an enterprise imaging infrastructure and (2) navigating enterprise imaging in a post-pandemic world
Middle East Telehealth 2022: A First Look at Virtual Visit Technology
New
Middle East Telehealth 2022:
A First Look at Virtual Visit Technology
Authored by: Everton Santos , Jonathan Christensen | August 2022 | Read Time: 6 minutes
At the onset of the COVID-19 pandemic, provider organizations around the world adopted telehealth technology or greatly expanded its use seemingly overnight in order to keep patients and healthcare staff safe while still in communication. Since then, virtual visits have become a mainstay in the Middle East, as in other regions.

All interviewed customers in the Middle East report high satisfaction with their virtual visit technology (either virtual care or video conferencing platforms), though specifics of the customer experience do vary across vendors. This telehealth report—KLAS’ first to focus on a specific region outside the US—examines how non-EMR-affiliated virtual visit solutions differ across key metrics (including product usability, implementation and training, and vendor partnership) and also summarizes common EMR vendors and their approaches to virtual visits.
Payer/Provider Summit 2022 White Paper: Bringing New Energy and Direction to Payer/Provider Collaboration
New
Payer/Provider Summit 2022 White Paper:
Bringing New Energy and Direction to Payer/Provider Collaboration
Authored by: Boyd Stewart , Lois Krotz | July 2022 | Read Time: 32 minutes
An estimated $250 billion is wasted annually in avoidable healthcare administrative costs. Though many payer and provider organizations have resigned themselves to a lengthy process of managing authorizations, denials, and claim adjudication, both dream of a world where value-based care (VBC) puts payers and providers on the same page, with patients as their central focus. The goal of KLAS’ K2 Collaborative (aka the Payer/Provider Initiative) is to facilitate trust, collaboration, and alignment among payers, providers, and vendors in an effort to reduce friction and financial waste. To help realize this goal, KLAS hosted our second payer/provider summit in May 2022, which was attended by 104 leaders from across the healthcare industry.
Remote Patient Monitoring 2022: Growing Energy and Early Outcomes
New
Remote Patient Monitoring 2022:
Growing Energy and Early Outcomes
Authored by: Schafer Jackson , Dan Czech , Ciera Walker | July 2022 | Read Time: 6 minutes
Remote patient monitoring (RPM) solutions have the potential to give healthcare organizations the data they need to offer interventions, improve outcomes, and reduce the cost of care (e.g., by limiting ED visits and hospitalizations). Energy is high, especially among large organizations, and RPM investment is growing. Today, the technology market is highly fragmented, and the future depends on the ongoing reimbursement landscape. This report details healthcare organizations’ plans for RPM, the vendors they are using or considering, and what organizations need from their vendors to maximize the technology’s clinical impact.

For the purposes of this report, remote patient monitoring technology is defined as solutions that acquire, transmit, or store patient health information outside of conventional clinical care settings, most often in the patient’s home.
Telehealth Performance 2022: What Is the State of Telehealth Post-Pandemic?
New
Telehealth Performance 2022:
What Is the State of Telehealth Post-Pandemic?
Authored by: Schafer Jackson , Dan Czech , Ciera Walker | July 2022 | Read Time: 31 minutes
At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.
Global (Non-US) EMR Market Share 2022: The Impact of the Pandemic’s Second Year
New
Global (Non-US) EMR Market Share 2022:
The Impact of the Pandemic’s Second Year
Authored by: Everton Santos , Jonathan Christensen | July 2022 | Read Time: 14 minutes
2021 was an active year for EMR purchasing despite the continued impact of the COVID-19 pandemic. Over 150 provider organizations outside the US signed an EMR contract in 2021, covering 31 different vendors and impacting over 430 hospitals. While total decisions were lower in 2021 than in any other of the last five years, the number of beds impacted was above average thanks to a number of larger organizations making EMR purchase decisions. Europe remains the most active region, though Africa and Asia both saw increased purchase energy from 2020. The pandemic continues to hinder EMR decisions most in Oceania and Latin America (especially Spanish-speaking countries).
Data Archiving 2022: In a Competitive Market, Who Is Being Selected and Why? (A Decision Insights Report)
New
Data Archiving 2022:
In a Competitive Market, Who Is Being Selected and Why? (A Decision Insights Report)
Authored by: Ryan Oliver , Jennifer Hickenlooper , Doug VanWagenen | June 2022 | Read Time: 11 minutes
Data archiving solutions—which allow organizations to archive and access historical data from retired legacy software—continue to be in high demand. For the first time, KLAS has validated organizations that are replacing their existing archive solutions as they seek to consolidate archives, cut costs, and identify systems that can meet their needs for various types or volumes of data. To better understand what factors are influencing purchase decisions in this market with no clear leader, this report examines 23 recent or upcoming data archiving purchase decisions validated by KLAS between January 2020 and December 2021. For additional context, satisfaction data from current customers is also included. It should be noted that the decisions in this report are not representative of all data archiving purchase decisions made in the last several years.
Cerner Soarian Financials Pulse Check 2022:Understanding Soarian Financials’ Performance as a Possible Indicator of RevElate’s Success
New
Cerner Soarian Financials Pulse Check 2022:
Understanding Soarian Financials’ Performance as a Possible Indicator of RevElate’s Success
Authored by: Coray Tate , Alex McIntosh | June 2022 | Read Time: 8 minutes
In October 2021, Cerner introduced RevElate as their go-forward patient accounting platform instead of Cerner Patient Accounting (CPA). According to Cerner, RevElate will be built on elements of both CPA and Soarian Financials. The number of Soarian Financials customers has decreased over the years, and because the solution was never Cerner’s go-forward platform, KLAS has not actively collected research on it for several years. However, since the RevElate announcement, organizations have wondered whether the Soarian Financials customer experience is a possible indicator of the RevElate customer experience. This report—the second in a series of Cerner-focused reports—examines the state of Soarian Financials today, based on data collected from customers over the past 24 months with an emphasis on interviews conducted since the RevElate announcement. In future research, KLAS intends to collect perceptions from additional Cerner customers and validate the impacts customer organizations have seen from Cerner’s recent changes.
Complex Claims Services 2022: Who Delivers Consistent Results?
New
Complex Claims Services 2022:
Who Delivers Consistent Results?
Authored by: Mollie Hunt , Alex McIntosh , Chloe Jensen | June 2022 | Read Time: 6 minutes
To process complex claims (specifically, claims for motor vehicle accidents, VA, workers’ compensation, and out-of-state Medicaid), provider organizations must make significant time and resource investments. By hiring specialized firms with the knowledge and experience to handle complex claims, organizations can increase revenue, decrease the cost to collect, and reduce A/R days while saving resources. Contingency-based pricing—which is typical for the market—also makes engaging with these firms fairly low risk. This report examines the performance of each complex claims services firm across different claim types and details their delivery of outcomes and strength of client relationships.
Patient Perspectives on Patient Engagement Technology 2022: Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
Patient Perspectives on Patient Engagement Technology 2022:
Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
Authored by: Adam Cherrington , Dan Czech | May 2022 | Read Time: 7 minutes
The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective, we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.
Points of Light 2022: Recognizing Successful Payer/Provider Collaborations
Points of Light 2022:
Recognizing Successful Payer/Provider Collaborations
Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 4 minutes

Despite their common goal of enabling efficient, effective healthcare, payer and provider organizations often find themselves at odds, struggling to navigate the intersections where disparate processes and systems converge. The goal of KLAS’ new Payer/Provider Initiative is to help reduce this friction by facilitating trust, collaboration, and alignment between payers, providers, and HIT vendors.

As part of the initiative, the annual Points of Light awards celebrate success stories—or “points of light”—from payers, providers, and vendors who have partnered together to reduce costs and inefficiencies and improve the patient experience. 14 such collaborations were awarded a 2022 Points of Light award, and their strategies and outcomes are shared in this report to illustrate the art of the possible. The report’s Executive Overview provides a high-level summary of the types of challenges tackled and the outcomes achieved, while the full report provides an in-depth case study of each collaboration. See page 6 for the full list of winners.

Points of Light 2022 Case Study 2: Payer/Provider Collaboration Reduces Credentialing Turnaround and Improves Denials Process
Points of Light 2022 Case Study 2:
Payer/Provider Collaboration Reduces Credentialing Turnaround and Improves Denials Process
Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute
Spectrum Health partnered with Priority Health to tackle two areas of inefficiency that were causing employee frustration and reducing productivity: the credentialing turnaround time and the denials process. A workgroup that included representatives from both stakeholder organizations was formed to identify areas of friction in these processes and to implement solutions. The results include improved member/patient satisfaction, increased staff productivity, and reduced denials. The collaborators note that success came as they were willing to fully commit to the project and work amicably on a shared objective.
Points of Light 2022 Case Study 1: Consolidated Patient Billing Leading to Higher Satisfaction, Increased Collections, and Reduced Waste
Points of Light 2022 Case Study 1:
Consolidated Patient Billing Leading to Higher Satisfaction, Increased Collections, and Reduced Waste
Authored by: Boyd Stewart , Lois Krotz | May 2022 | Read Time: 1 minute
Seeking to provide a simplified billing experience for patients and reduce administrative costs, Payer Organization 1 and Healthcare Organization 1 teamed up with Cedar to create a unified patient bill that combines the health system’s billing with the payer’s explanation of benefits. The payer and healthcare organizations also integrated their customer service. By working collaboratively and leveraging Cedar’s patient financial experience technology, the organizations were able to achieve improved member/patient satisfaction, higher collection rates, and reduced costs. The participants emphasized the importance of building trust and letting go of past narratives that didn’t serve the common goal.
Healthcare Safety, Risk & Compliance Management 2022: Adoption, Capabilities & Performance
Healthcare Safety, Risk & Compliance Management 2022:
Adoption, Capabilities & Performance
Authored by: Ryan Pretnik , Jennifer Hickenlooper | April 2022 | Read Time: 8 minutes
Healthcare organizations are increasingly interested in taking a broad, enterprise approach to safety, risk, and compliance management. Additionally, multiple vendor mergers and acquisitions in the last few years have many organizations considering their future. This report (KLAS’ first on safety, risk, and compliance management specifically) examines the state of the market, including an early look at the energy around an enterprise strategy. How broadly are organizations adopting their solutions today? What vendors are furthest along on the path toward a unified platform? Which are delivering consistently today, both at a solution level and in terms of support and vendor/client partnership?
US Hospital Market Share 2022: Strong Purchasing Energy across Large, Small, and Standalone Hospitals
US Hospital Market Share 2022:
Strong Purchasing Energy across Large, Small, and Standalone Hospitals
Authored by: Tyson Blauer , Paul Warburton | April 2022 | Read Time: 7 minutes
EMR purchasing continued to be high in 2021, despite hospitals and health systems grappling with inflation, lingering complications from COVID-19, overburdened clinicians, and a historic nurse shortage. This report examines trends in EMR purchases that occurred in the US from January–December 2021.

A Note about Acquisitions
In 2021, Oracle entered the acute care EMR space through their acquisition of Cerner, becoming the second biggest EMR provider in the US. Additionally, at the beginning of 2022, Harris acquired Allscripts’ EMR technology, effectively increasing their number of inpatient beds by a factor of 17.
Revenue Integrity/Underpayment Services 2022: Finding the Firm That’s Right for Your Organization
Revenue Integrity/Underpayment Services 2022:
Finding the Firm That’s Right for Your Organization
Authored by: Mollie Hunt , Alex McIntosh , Tyler Sycamore | April 2022 | Read Time: 9 minutes
Overall, healthcare organizations are highly satisfied with the firms they engage to tackle difficult revenue-collection issues, such as underpayments, denials, and complex government reimbursement requirements. However, different firms focus on different revenue integrity areas, making side-by-side comparisons difficult. To help organizations identify which firms best fit their needs, this report (1) looks at how well firms educate clients on ways to proactively avoid missed revenue, (2) highlights firms’ client-validated areas of expertise, and (3) examines each firm’s specific strengths and opportunities for improvement.

Note: The data in this report comes from two different surveys. Not all respondents answered both surveys, so sample sizes vary throughout the report. See About This Report for more information.

European EMR 2022: Which Vendors Meet Customer Needs in a Rapidly Shifting Landscape?
European EMR 2022:
Which Vendors Meet Customer Needs in a Rapidly Shifting Landscape?
Authored by: Eder Lagemann , Jonathan Christensen , Sidney Tate | April 2022 | Read Time: 11 minutes
In the past few years, there has been significant merger and acquisition (M&A) activity among EMR vendors who market in Europe as well as significant purchasing activity by healthcare organizations, creating one of the world’s most dynamic EMR markets. From 2016–2020, KLAS validated over 300 EMR decisions impacting over 1,200 inpatient facilities (comprehensive data for 2021 purchases not yet available). Using this data and customer feedback from 100 organizations, this report examines the customer satisfaction, market share, and recent market energy of European EMR vendors and evaluates which are best meeting customer needs in this competitive market.
Interoperability Facilitator Ecosystem 2022: Vendor-Reported Capabilities
Interoperability Facilitator Ecosystem 2022:
Vendor-Reported Capabilities
Authored by: Tyson Blauer , Paul Warburton | March 2022 | Read Time: 3 minutes

Almost all HIT solutions today need to be able to share data in some capacity. To a large extent, efforts by provider and vendor organizations to enable interoperability have focused on EMR-to-EMR data sharing or sharing between other solutions whose primary function is not interoperability (e.g., BI systems, population health management platforms). Such sharing has also been the focus of KLAS’ historical interoperability research. However, there are a large number of standalone solutions—both old and new—whose primary function is to facilitate interoperability for specific use cases. These interoperability facilitators are garnering increased market interest as organizations face an expanding array of data-sharing needs.

To help provider organizations better understand their options for tackling interoperability, this report uses vendor-provided information (not yet validated by KLAS) to examine the various solutions’ primary use cases, customer types, and deployed functionality. Future research will utilize customer feedback to validate vendor capabilities and measure customer satisfaction. For complete details on vendors’ self-reported capabilities, see the full report.
Healthcare AI 2022: Proven Outcomes with Data Science Solutions
Healthcare AI 2022:
Proven Outcomes with Data Science Solutions
Authored by: Ryan Pretnik , Jennifer Hickenlooper | March 2022 | Read Time: 10 minutes
The potential for artificial intelligence (AI) to transform healthcare has been both championed and challenged. In 2019, KLAS published our first research on healthcare AI data science solutions, exploring healthcare organizations’ clinical, financial, and operational use cases and the early outcomes they were achieving. An update to that research, this report examines how outcomes and customer satisfaction have evolved in the years since. Though progress has been somewhat hamstrung by the financial and operational constraints of COVID-19, many of the organizations interviewed for this research have found results by focusing on the right problems.
Medication Inventory Management 2022: Insights from Advanced Users Reveal What Is Possible Today
Medication Inventory Management 2022:
Insights from Advanced Users Reveal What Is Possible Today
Authored by: Jackson Tate , Paul Warburton , Doug VanWagenen | February 2022 | Read Time: 6 minutes
Medication inventory represents tremendous hospital spend. Managing it well is crucial for patient safety and cost management, yet many healthcare organizations report they struggle to get the right tools and workflows in place, leading to high-touch, manual processes. To understand what is possible with medication inventory management today, KLAS spoke to organizations that have broadly adopted capabilities from BD, Epic, Omnicell, and Swisslog Healthcare. Based on the feedback from these advanced users, this report examines the breadth of capabilities in use today, how well the solutions integrate with various hardware components, and how well the vendors support their customers to drive key outcomes. Performance data from vendors’ general customer bases is also included for additional context.
Healthcare IoT Security 2022: Moving beyond Device Visibility
Healthcare IoT Security 2022:
Moving beyond Device Visibility
Authored by: Joe VanDeGraaff , Dan Czech , Ciera Walker | February 2022 | Read Time: 15 minutes
As the number of devices connected to networks within healthcare organizations continues to grow, so does the potential for network security to be compromised. These security risks—which can come from medical devices or the myriad other devices connected to healthcare networks—can impact not only information security but patient safety as well. Many healthcare internet of things (IoT) security solutions give organizations visibility into connected devices, but the most effective solutions also help actively reduce the risk associated with those devices. To inform healthcare organizations of their IoT security options, this report highlights the performance and purchase decision energy of software vendors in this space. The performance of IoT security services firms is also shared.
Cerner Flash Insights 2022: Customers' Initial Perspectives on Big Company Changes
Cerner Flash Insights 2022:
Customers' Initial Perspectives on Big Company Changes
Authored by: Coray Tate , Sarah Arsenoff | February 2022 | Read Time: 6 minutes
Cerner clients and the healthcare industry at large believe Cerner is at a crossroads. In the past few months, Cerner has brought on a new CEO, pivoted in a new direction with their revenue cycle offering (RevElate), and announced their acquisition by Oracle. In addition to these recent changes, over the past two years, an increasing number of long-time Cerner executives have left. Amidst these changes, several clients have been forming contingency plans and say they cannot wait one or two years for more solid information. Many have reached out to KLAS seeking to better understand their peers’ impressions of these significant changes. This report—the first of several Cerner-specific reports KLAS intends to publish this year—is a summary of Cerner’s current performance data, collected over the past five years. It is supplemented with initial customer perceptions from 26 unique organizations, all collected after Cerner announced the move to RevElate in October 2021. In future research, KLAS intends to collect perceptions from additional customers and validate the impacts customer organizations have seen from the recent changes.
Surescripts Interoperability Solutions (Direct Provider Customers): First Look 2021
Surescripts Interoperability Solutions (Direct Provider Customers):
First Look 2021
Authored by: Tyson Blauer , Joseph Ybarra , Jacob Mortensen | January 2022 | Read Time: 1 minute
For many years, Surescripts has been well known in the industry for their work with ePrescribing. It is not as well known that they also have capabilities to help with other interoperability challenges. This report shares customer feedback on Surescripts’ Record Locator & Exchange and Clinical Direct Messaging solutions, along with limited insights on adoption of the newer Care Event Notifications solution. Customers interviewed for this report are provider organizations using Epic’s EMR and working directly with Surescripts (other EMR vendors act as an intermediary between their customers and Surescripts).
Drug Diversion Monitoring 2021: Energy High for Next-Generation Solutions (A Decision Insights Report)
Drug Diversion Monitoring 2021:
Energy High for Next-Generation Solutions (A Decision Insights Report)
Authored by: Jackson Tate , Jennifer Hickenlooper | January 2022 | Read Time: 9 minutes
In the last 12 months, KLAS has interviewed 41 healthcare organizations that have recently purchased a drug diversion monitoring solution or are in the process of doing so. This represents a sharp increase in market activity. Several factors are fueling the growth, including greater awareness of the opioid crisis as well as a greater need during the COVID-19 pandemic for visibility and automation when it comes to managing medication inventories. Additionally, organizations are considering several newer technology options purported to offer more intuitive workflows and more complete investigational tools. This report examines recent and upcoming drug diversion monitoring purchase decisions to determine which vendors are generating the highest interest.
European Digital Pathology 2021: Adoption Grows for Primary Diagnosis
European Digital Pathology 2021:
Adoption Grows for Primary Diagnosis
Authored by: Eder Lagemann , Jonathan Christensen , Sidney Tate | December 2021 | Read Time: 6 minutes
Use of digital pathology for primary diagnosis† has recently seen a rapid increase in both interest and adoption, thanks to benefits like improved efficiency and remote reading/telepathology capabilities (see KLAS’ 2019 report). The COVID-19 pandemic has spurred even greater consideration of remote-reading options, and some organizations are looking to digital pathology to mitigate anticipated pathologist shortages in the future. Overall, Europe has seen the greatest adoption of digital pathology. For this report, KLAS interviewed pathology groups across 15 European countries who are live with digital pathology for primary diagnosis. The following pages share performance insights on Philips, Sectra, and Tribun Health—the market leaders in considerations and live customers for digital pathology image management systems (IMS).
Comprehensive Ambulatory Platforms 2021: What to Expect from a Single Source
Comprehensive Ambulatory Platforms 2021:
What to Expect from a Single Source
Authored by: Aaron Gleave , Alex McIntosh | December 2021 | Read Time: 7 minutes
Looking to improve integration and reduce vendor complexity, ambulatory organizations have recently accelerated efforts to consolidate their technology solutions. However, their EMR vendor’s portfolio may have gaps or may not stack up in certain areas to the specialized functionality of best-of-breed solutions. To help organizations determine whether a consolidated IT approach is best for them, KLAS conducted in-depth interviews with ambulatory organizations that have broadly and deeply adopted their EMR vendor’s technology portfolio. These customers’ feedback reveals what technology is adopted today, where gaps still exist, and what benefits and potential pitfalls other organizations may want to consider as they move toward consolidation.

Vendors that offer a wide range of IT solutions for ambulatory practices were invited to submit a list of the organizations that have most broadly and deeply adopted their ambulatory portfolios (eClinicalWorks elected not to participate and MEDITECH did not have enough standalone ambulatory customers to qualify). Five “deep adopters” were interviewed for each participating vendor. Their insights are intended to help other organizations understand the current best-case scenario with a comprehensive ambulatory platform.
Patient Access 2021: How Well Do Enterprise EMR Vendors Meet Organization Needs?
Patient Access 2021:
How Well Do Enterprise EMR Vendors Meet Organization Needs?
Authored by: Dustin Cragun , Alex McIntosh | December 2021 | Read Time: 5 minutes
Due to the ever-increasing complexity of revenue cycle management, organizations have historically had to supplement patient access functionality from their enterprise EMR vendor with third-party revenue cycle vendors. But with the push toward software consolidation, organizations would like their enterprise EMR vendors to further develop patient access capabilities and better meet customers’ growing needs. This report examines the patient access offerings of enterprise EMR vendors† Cerner, Epic, and MEDITECH and shares customers’ perception of how well positioned these vendors are to deliver functionality currently provided by third parties. To view performance data for third-party vendors, click here.

† KLAS was unable to interview a sufficient number of Sunrise Financial Manager customers to include data for Allscripts’ patient access offering.

What Is Patient Access?

For the purposes of this report, patient access functionality includes address verification, cost estimates, coverage discovery, eligibility verification, medical necessity, prior authorizations, propensity to pay, registration QA, and scheduling. KLAS acknowledges this functionality is closely related to other areas like patient experience improvement, patient financial engagement, and patient intake management. To access data about these additional areas, view the relevant market segments on the KLAS website.

Emerging Post–Acute Care Product Suites 2021: An Initial Look at the WellSky Suite
Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the WellSky Suite
Authored by: Paul Hess , Emily Paxman | November 2021 | Read Time: 7 minutes
Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on WellSky and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from WellSky customers with multiple PAC service lines, exploring (1) their adoption of WellSky’s offerings, (2) outcomes from the product suite approach, (3) WellSky’s strengths and weaknesses, and (4) how likely WellSky is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.
Imaging in the Cloud 2021: Early Adoption Shows Promising Results
Imaging in the Cloud 2021:
Early Adoption Shows Promising Results
Authored by: Monique Rasband , Jonathan Christensen , Sidney Tate | November 2021 | Read Time: 8 minutes
Cloud-based technology is quickly gaining momentum among provider organizations, particularly for imaging solutions. To get an early look at the reality of cloud-based imaging and the vendors best positioned to help organizations transition to the cloud, KLAS interviewed 37 organizations that have adopted imaging technology hosted by their vendor in the cloud (i.e., the organizations are leveraging the public or private cloud to operate or store imaging solutions and/or data); of this group, 20 are doing primary PACS production in the cloud. These organizations almost unanimously report positive experiences. Most have successfully transitioned to the cloud and are seeing beneficial outcomes—e.g., decreased IT burden and improved security. Because of the early nature of this market, all vendor performance data is limited (see the About This Report section). This research is also specific to the United States.
Guidelines for Strengthening Customer Success Management Programs
Guidelines for Strengthening Customer Success Management Programs
Authored by: Rebecca Hammond , Darin Dooley | November 2021 | Read Time: 6 minutes
When measuring success, provider organizations don’t consider solely product outcomes—the vendor relationship is also critical. KLAS has found that vendors who partner with their customers cultivate stronger loyalty among them, even when the product is in need of improvements. This is because vendors have properly managed expectations, communicated the developmental road map and vision, and understood their customers’ goals to help drive outcomes. To define some guidelines around strengthening customer relationships, KLAS interviewed 65 vendors about their customer success management programs. The research includes vendors who have an account management team or customer success managers (CSMs) that fulfill responsibilities outside of generating sales and offering frontline support. This report outlines common CSM pitfalls and some guidelines that address these pitfalls and strengthen CSM programs.
Emerging Post–Acute Care Product Suites 2021: An Initial Look at the Netsmart Suite
Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the Netsmart Suite
Authored by: Paul Hess , Emily Paxman | November 2021 | Read Time: 7 minutes
Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on Netsmart and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from Netsmart customers with multiple PAC service lines, exploring (1) their adoption of Netsmart’s offerings, (2) outcomes from the product suite approach, (3) Netsmart’s strengths and weaknesses, and (4) how likely Netsmart is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.
Opioid Management 2021: Insights from CHIME’s “Healthcare’s Most Wired”—An Update on Strategies Employed by Advanced Ambulatory Healthcare Organizations
Opioid Management 2021:
Insights from CHIME’s “Healthcare’s Most Wired”—An Update on Strategies Employed by Advanced Ambulatory Healthcare Organizations
Authored by: Bob Cash , Cathy McCabe | October 2021 | Read Time: 2 minutes
On an annual basis, acute care, ambulatory, and long-term/post–acute care organizations take part in CHIME’s HealthCare’s Most Wired survey, with the overall goal of improving healthcare through the best use of available technology. Organizations are surveyed about their current adoption levels and strategies across many IT areas. This study looks at the responses of 263 ambulatory organizations in the United States to understand how organizations are using technology to battle opioid use disorder (OUD). It also compares the latest findings with trends from 2019 (see KLAS’ prior installment in this series).
Emerging Post–Acute Care Product Suites 2021: An Initial Look at the PointClickCare Suite
Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the PointClickCare Suite
Authored by: Paul Hess , Emily Paxman | October 2021 | Read Time: 7 minutes
Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on PointClickCare and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from PointClickCare customers with multiple PAC service lines, exploring (1) their adoption of PointClickCare’s offerings, (2) outcomes from the product suite approach, (3) PointClickCare’s strengths and weaknesses, and (4) how likely PointClickCare is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.
PHM Downside Risk 2021: Guiding Principles from Successful Organizations
PHM Downside Risk 2021:
Guiding Principles from Successful Organizations
Authored by: Bradley Hunter , Cathy McCabe | October 2021 | Read Time: 11 minutes

In the United States, just 10% of the average healthcare organization’s revenue comes from downside risk contracts. However, several health systems are ahead of the curve, and their valuable insights on adopting downside risk can help peers figure out how to move the needle on value-based reimbursement (VBR). KLAS worked with population health management (PHM) vendors to identify which of their customers are most advanced in adoption of downside risk contracts and then conducted interviews with top executives at 15 of these organizations. We spoke with large, midsize, and small health systems as well as a handful of ACOs, highlighting the fact that with the right technology and organizational structure and buy-in, organizations of all types can make significant progress toward VBR.

The Executive Insights portion of this report explores what outcomes the organizations have achieved as well as their aggregated insights regarding keys to success, lessons learned, and potential pitfalls. Case studies for each of the participating organizations provide additional detail and can be found in the Expanded Insights section of the report.
Pulse Check—Patient Financial Engagement 2021: Recent PFE Adopters Realizing Outcomes
Pulse Check—Patient Financial Engagement 2021:
Recent PFE Adopters Realizing Outcomes
Authored by: Mac Boyter , Alex McIntosh | October 2021 | Read Time: 5 minutes
Interest in patient financial engagement (PFE) solutions is high as provider organizations seek to improve their revenue cycle and the patient financial experience. As part of other research, KLAS interviewed 13 financial leaders whose organizations have recently adopted a PFE solution. Though from a small sample, these interviews yielded valuable insights regarding the outcomes that are possible with a PFE platform. While future KLAS research will explore more vendor-differentiating insights, this report provides an early pulse check on the potential PFE solutions have to elevate the patient experience while improving provider organization revenue (a rare combination). A small amount of data from KLAS’ standard software performance evaluation is also included to provide context as to how each vendor is performing in the market.
Health at Home White Paper 2021
Health at Home White Paper 2021
Authored by: Schafer Jackson , Dan Czech , Ciera Walker | September 2021 | Read Time: 1 minute
In the wake of COVID-19, health at home is growing in popularity as provider organizations seek to deliver high-quality, lower-cost patient care while minimizing the health risks associated with the hospital environment. To this end, organizations have begun offering acute care services at home, in addition to existing post–acute care options. The technology, supplies, services, and staffing needed for health at home can be quite complex, and the many interdependent pieces may be adopted à la carte or as a comprehensive offering. To help provider organizations better understand this dynamic market, this paper establishes a health at home framework and answers key questions about what provider organizations may want to consider for their own health at home strategies. While KLAS’ customer satisfaction research for health at home is emerging, we have existing data for areas like home health, hospice, and private duty/personal care; links to this data are provided where appropriate.
Data and Analytics Platforms 2021: An Early Look at Deep Adopters
Data and Analytics Platforms 2021:
An Early Look at Deep Adopters
Authored by: Ryan Pretnik , Lois Krotz | September 2021 | Read Time: 9 minutes
The need in healthcare for broader, deeper analytics has increased dramatically, and provider organizations are now looking for consolidated, end-to-end analytics platforms that offer a wide variety of capabilities. To validate what is possible with these solutions, KLAS gave vendors with broad analytics offerings the opportunity to identify their deepest platform adopters. We then interviewed three such organizations for each vendor and validated their adoption across the five pillars of a data and analytics platform (see framework below). To provide additional context as to how vendors perform, this report also includes customer experience data collected from the broader base of platform users.
Middle East & Africa EMR 2021: Vendor Performance and Market Energy
Middle East & Africa EMR 2021:
Vendor Performance and Market Energy
Authored by: Everton Santos , Jonathan Christensen , Sidney Tate | September 2021 | Read Time: 9 minutes
Many healthcare organizations in the Middle East and some in Africa have made EMR purchase decisions over the last five years (2016–2020). In that time, KLAS has validated 86 EMR decisions—72 in the Middle East and 14 in Africa—impacting over 320 hospitals, with decisions made in 2018–2020 impacting (on average) at least twice as many facilities as decisions made in 2016–2017. This report will examine the customer satisfaction, market share, and recent wins and market energy of EMR vendors in the Middle East and Africa. Compared to KLAS’ previous report on EMRs in the Middle East (published in 2019), this study includes performance data on a significantly higher number of vendors, providing more expansive insights, particularly into the Middle East market.
Ambulatory Surgery Center EMR 2021: High Clinical Adoption Driving Value
Ambulatory Surgery Center EMR 2021:
High Clinical Adoption Driving Value
Authored by: Aaron Gleave , Alex McIntosh | September 2021 | Read Time: 6 minutes
As more medical care moves to ambulatory settings, ambulatory surgery centers (ASCs) are gaining momentum in both general and specialty settings. Today, the vast majority of ASCs use paper for their clinical documentation, but the market is shifting. Some newer vendors have begun offering EMRs for ASCs alongside their specialty-specific EMRs. Organizations can choose from ASC-specific solutions or integrated ambulatory solutions. Across vendors, the value is clear—nearly all interviewed organizations have achieved high physician adoption of clinical documentation tools and can complete all documentation in the EMR. And nearly all feel their EMR has helped them deliver better patient care and drive clinical outcomes. This report examines how vendors in this market measure up in key areas.
Emerging Post–Acute Care Product Suites 2021: An Initial Look at the MatrixCare Suite
Emerging Post–Acute Care Product Suites 2021:
An Initial Look at the MatrixCare Suite
Authored by: Paul Hess , Emily Paxman | August 2021 | Read Time: 7 minutes
Value-based reimbursements and changing regulations have brought more attention to post–acute care (PAC). Hoping to drive significant outcomes, many provider organizations are seeking a single-vendor offering to cover as many of their PAC settings and service lines as possible. As a result, vendors like MatrixCare, Netsmart, PointClickCare, and WellSky have made PAC product suites a top priority. This report focuses on MatrixCare and is part of a series examining the use of a single product suite across multiple post–acute care settings. The following pages include feedback from MatrixCare customers with multiple PAC service lines, exploring (1) their adoption of MatrixCare’s offerings, (2) outcomes from the product suite approach, (3) MatrixCare’s strengths and weaknesses, and (4) how likely MatrixCare is to meet long-term needs. Other reports in this series detail the other major post–acute care vendors, and future KLAS reports will examine customer satisfaction in individual care settings.
Real Time Medical Systems: First Look 2021
Real Time Medical Systems:
First Look 2021
Authored by: Paul Hess , Joshua Jensen , Tyler Sycamore | August 2021 | Read Time: 1 minute
With the shift toward value-based care, data analytics and care coordination across various modalities will be critical to organizational success. Real Time Medical Systems’ Interventional Analytics solution provides actionable clinical and reimbursement performance data—pulled directly from the post–acute care EHR—to skilled nursing facilities, hospitals, ACOs, and payers. Real Time’s SaaS-based platforms include live data analysis that offer patient- and facility-level risk stratification to reduce hospital readmissions, identify and intervene in high-risk changes in patient conditions, monitor antibiotic usage and infection control, and more. This report aims to validate the experience of Real Time’s customers.
ViTel Net: First Look 2021
ViTel Net:
First Look 2021
Authored by: Schafer Jackson , Joseph Ybarra , Tyler Sycamore | August 2021 | Read Time: 1 minute
As telehealth strategies mature beyond virtual visits, providers are looking for a virtual care platform that will allow them to interoperate with solutions like remote patient monitoring, interpretive services, imaging, and the EMR to make data more accessible and improve outcomes. Since clinical workflows are unique to each service line, the platform needs to be configurable and scalable to meet the needs of each organization. ViTel Net vCareCommand is a platform that allows healthcare organizations to connect the aforementioned solutions while configuring a specific workflow for each service line. The aim of this report is to validate the configured workflows, interoperability, and outcomes achieved by healthcare organizations using the ViTel Net platform.
DrFirst: First Look 2021
DrFirst:
First Look 2021
Authored by: Aaron Gleave , Joshua Jensen , Spencer Larson | August 2021 | Read Time: 1 minute
This report examines the experiences of early adopters of two DrFirst solutions: Medication Management Suite (MMS) and Backline. MMS combines the medication history of MedHx with the price transparency of myBenefitCheck and the automated prescription notifications of RxInform to help health systems improve medication reconciliation and adherence, thereby reducing the risk of readmissions and unnecessary costs. Backline is a comprehensive care collaboration and telehealth platform that aims to provide seamless, compliant, and secure communication (via messaging and telehealth) to internal and external clinical teams, patients, and caregivers. The first section of this report explores how MMS and Backline work together; the remainder of the report examines each solution separately.
Healthcare Operations Command Center Ecosystem 2021: A First Look at the Spectrum of Technology
Healthcare Operations Command Center Ecosystem 2021:
A First Look at the Spectrum of Technology
Authored by: Niel Oscarson , Emily Paxman | August 2021 | Read Time: 11 minutes
Implementations of healthcare operations command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. KLAS’ research shows commandcenters can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction (highlighted explicitly by providers during the pandemic).

This study (1) introduces the healthcare operations command center ecosystem—a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors’ stated offerings match up to that framework and providers’ needs, and (2) shares critical insights and best practices from providers and vendors regarding what it takes to successfully implement and optimize a command center. For some areas detailed in this report, KLAS already measures vendor performance, and links to that content are provided where applicable. However, note that information about vendors in this report is based mainly on vendor-reported information. Future research will further validate capabilities and dive deeper into vendor performance.
Global (Non-US) Virtual Visit Solutions 2021: Unprecedented Demand Leads to Broad Options
Global (Non-US) Virtual Visit Solutions 2021:
Unprecedented Demand Leads to Broad Options
Authored by: Jeremy Goff , Jonathan Christensen | August 2021 | Read Time: 7 minutes
Across the globe, COVID-19 forced provider organizations to explore new ways to safely meet with and care for patients. While regulations may shift in the post-COVID world, most countries are unlikely to roll them back completely, meaning telehealth is here to stay. For this study, KLAS interviewed 113 organizations outside the US about their current state with and future plans for virtual visit technology. 90% have adopted virtual visit technology, and in total, they mentioned using or considering the commercial video visit platforms, public telehealth platforms, or video conferencing platforms of 56 different vendors. At the onset of the COVID-19 pandemic, organizations rolled out technology in a matter of weeks, and most plan to reevaluate these solutions in the near future. What types of platforms and which vendors are being used and considered most often? Who is likely to lose customers and why?
Cardiology 2021: Opportunity for Market Disruption (A Decision Insights Report)
Cardiology 2021:
Opportunity for Market Disruption (A Decision Insights Report)
Authored by: Monique Rasband , Emily Paxman , Sam Eaquinto | July 2021 | Read Time: 14 minutes
While enterprise imaging (EI) is on healthcare organizations’ minds, many currently use multiple vendors for different imaging needs. For cardiology in particular, organizations frequently must piece together multiple systems to meet their structured reporting needs. Today, a number of organizations are replacing their legacy cardiology solutions and/or evaluating cardiology in the context of their long-term EI strategy (including structured reporting in the CVIS). No cardiology offering stands out with great customer satisfaction—each of the last three years has seen a different vendor win Best in KLAS for cardiology. This report examines 38 recent cardiology purchase decisions and the factors driving these decisions.
Gravimetric Verification In IV Workflow Management 2021: How Has The Market Progressed?
Gravimetric Verification In IV Workflow Management 2021:
How Has The Market Progressed?
Authored by: Jackson Tate , Paul Warburton | July 2021 | Read Time: 6 minutes
Gravimetric verification has been touted as a way to drive significant patient safety gains, and most major IV workflow management vendors have released this functionality. However, the associated challenges (e.g., maintaining an accurate drug density database, changes to compounding workflows) have hurt perceived value for some healthcare organizations, and so far, only BD has demonstrated broad deployment in their customer base. This report examines the maturity of vendors’ gravimetric verification functionality, provides a first look at BD’s performance in this area, and assesses how the technology affects purchase decisions across the market.
Security & Privacy Consulting Services 2021: Market Perceptions vs. Client Reality
Security & Privacy Consulting Services 2021:
Market Perceptions vs. Client Reality
Authored by: Kaleb Harris , Dan Czech , Ciera Walker | June 2021 | Read Time: 18 minutes
In a constantly shifting security environment, many healthcare organizations choose to engage outside firms to help them improve their security posture and reduce risk. To differentiate the many firms that offer such services, KLAS spoke with security and IT leaders from 74 healthcare organizations of various sizes to understand (1) what makes a security and privacy consulting firm a true partner, (2) which firms are perceived to have the strong security services offering that healthcare organizations need, (3) how these perceptions compare to the experiences of actual clients, and (4) how the COVID-19 pandemic has affected healthcare organizations’ security programs.
EMR-Centric Virtual Care Platforms 2021: Vendor-Reported Capabilities (Report 1 of 2)
EMR-Centric Virtual Care Platforms 2021:
Vendor-Reported Capabilities (Report 1 of 2)
Authored by: Aaron Gleave , Alex McIntosh | June 2021 | Read Time: 1 minute
Though many ambulatory and acute care EMR vendors already had plans pre-COVID to create, acquire, or expand virtual care capabilities, the emergence of the pandemic obviously necessitated an accelerated development pace. Based 100% on vendor-provided information (not yet validated by KLAS), this report explores what virtual care capabilities are available from EMR vendors and how these solutions are being deployed. Many EMR vendors were invited to participate in this report; those who responded are included in the charts below. Part two of this report (scheduled for release later in 2021) will explore the actual customer experience for as many of these solutions as possible, regardless of vendor participation.

Note: For information on the broader telehealth ecosystem (including telehealth technology from non-EMR vendors), see KLAS’ recent Telehealth Ecosystem 2021 report.

Patient Privacy Monitoring 2021: Many High-Performing Options for Keeping Records Safe
Patient Privacy Monitoring 2021:
Many High-Performing Options for Keeping Records Safe
Authored by: Joe VanDeGraaff , Dan Czech , Ciera Walker | June 2021 | Read Time: 15 minutes
To combat the rising number of patient privacy breaches, healthcare organizations are increasingly using patient privacy monitoring solutions for regulatory compliance, efficiency, and peace of mind around medical record access. Overall, patient privacy monitoring is one of the highest-scoring markets KLAS measures. For this report, KLAS interviewed 148 healthcare organizations about their customer experience and tracked 48 recent purchase decisions through our Decision Insights† research to learn why certain solutions are being chosen and who can reliably lead organizations to success.

† Note: KLAS’ Decision Insights data conveys the future plans of current and potential customers in a given market segment. For more details, see the About This Report section.
Telehealth Ecosystem 2021: Understanding the Rapidly Evolving Landscape
Telehealth Ecosystem 2021:
Understanding the Rapidly Evolving Landscape
Authored by: Adam Cherrington , Dan Czech , Ciera Walker | May 2021 | Read Time: 8 minutes
The COVID-19 pandemic greatly accelerated healthcare delivery organizations’ adoption of telehealth and virtual care technologies. As these organizations scrambled to meet the immediate demand, they quickly implemented solutions that often required few resources and met focused needs. At the same time, vendors quickly pivoted to either develop dedicated telehealth products or add telehealth capabilities to existing offerings, creating a sea of options. This study, along with additional deep-dive content on KLAS’ website, shows which vendors report the broadest telehealth capabilities and aims to help organizations navigate different options as they look to consolidate systems and define their long-term telehealth strategy. For reader ease, links to relevant online content are provided where applicable. Note that the vendor-capability data in this report is based on vendor-reported information.
Patient Engagement Ecosystem 2021: How Has the Industry Progressed?
Patient Engagement Ecosystem 2021:
How Has the Industry Progressed?
Authored by: Adam Cherrington , Dan Czech | March 2021 | Read Time: 6 minutes
Patient engagement technology continues to be offered by a large group of vendors aiming to solve varied, complex challenges—leading to the need for clarity about what capabilities vendors offer to meet provider and payer organizations’ core needs. This study, along with additional deep-dive content on KLAS’ website, seeks to show which vendors report the broadest capability sets, which vendors 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 report is based on vendor-reported information.
Small Community Hospital EMR Best Practices 2021: What Can Hospitals Do to Invest in Their Own Success?
Small Community Hospital EMR Best Practices 2021:
What Can Hospitals Do to Invest in Their Own Success?
Authored by: Tyson Blauer , Paul Warburton | March 2021 | Read Time: 8 minutes

With budget and resource constraints that necessitate strategic investment, it is imperative that small community hospitals (1–200 beds) understand how to drive success with the technologies already in their tool belt, especially their EMR. While EMR vendors are accountable for the quality of their technology and support, satisfaction with the EMR is also strongly influenced by factors within each organization’s control, including setting proper expectations, proactively addressing potential challenges, and empowering internal resources to overcome relationship and product gaps. What are the top EMR challenges faced by small hospitals, and what best practices can help them achieve satisfaction?

Note: This report includes only primary, go-forward solutions. Excluded are supported yet not primary solutions such as athenahealth athenaClinicals for Hospitals and Health Systems, Allscripts Paragon, CPSI Centriq Clinicals (Healthland), and legacy MEDITECH solutions.
Home Health EHR 2021: A Look at the Experience of Midsize to Large Home Health Agencies
Home Health EHR 2021:
A Look at the Experience of Midsize to Large Home Health Agencies
Authored by: Paul Hess , Jonathan Christensen | February 2021 | Read Time: 5 minutes

Home health agency growth and consolidation have resulted in increasingly larger agencies, many of whom are seeking economies of scale and need strong IT solutions to drive them into the future. This report highlights home health EHR vendors’ performance among midsize and larger home health agencies (average daily census of >200) and explores a few key questions:

  • Which vendors are most often used by midsize or larger organizations, and how do they perform?
  • Are other vendors challenging Homecare Homebase’s significant presence in the largest agencies?
  • How have recent acquisitions impacted satisfaction for MatrixCare (Brightree), Netsmart, and WellSky customers?
  • Which solutions are most commonly used by independent agencies versus those owned by health systems?
Robotic Process Automation 2021: Adoption Moving Mainstream
Robotic Process Automation 2021:
Adoption Moving Mainstream
Authored by: Boyd Stewart , Elizabeth Pew , Alex McIntosh | January 2021 | Read Time: 6 minutes
Use of robotic process automation (RPA) technology in healthcare continues to grow. Early adopters focused primarily on automating repetitive and time-consuming revenue cycle management (RCM) tasks. Having achieved positive ROIs, they see the opportunity to drive additional efficiency and bottom-line improvements, both within RCM and in other areas of their organizations. This report dives into the performance of several early leaders in RPA to compare how they perform and how well they meet customers’ needs and expectations.

Note: While multiple vendors in this report offer automation as a service, only Olive does so exclusively. Readers can find customer experience information about Olive’s managed services offering in a separate section at the end of this report.
Latin America PACS 2021: A Region-Specific Look At Customer Satisfaction
Latin America PACS 2021:
A Region-Specific Look At Customer Satisfaction
Authored by: Eder Lagemann , Jonathan Christensen | January 2021 | Read Time: 6 minutes
PACS purchasing continues to grow in Latin America as healthcare organizations advance their imaging storage and access strategies. To help organizations find the best fit for their needs, this report examines the regional footprint of and customer satisfaction with various PACS solutions in Latin America. Altogether, customer satisfaction feedback was collected from 75 respondents, representing 65 separate organizations in 13 countries and territories. Insights will be examined first for Latin America as a whole, then for Brazil, and then for other countries throughout the region, collectively referred to as Spanish-speaking Latin America (this grouping also includes a small amount of feedback from several Caribbean nations).
Canada EMR 2020: Comprehensive Vendor Performance and Market Share Overview
Canada EMR 2020:
Comprehensive Vendor Performance and Market Share Overview
Authored by: Everton Santos , Jonathan Christensen | January 2021 | Read Time: 6 minutes
From 2015–2019, 22 EMR purchase decisions were finalized in Canada, representing 50+ organizations. Many of these decisions—which impacted 175+ inpatient facilities—were group or even provincial decisions made by organizations looking to achieve economies of scale and lower costs by pooling their collective resources. This report—focused mainly on English-speaking regions—is KLAS’ first report solely on Canada’s EMR market. It highlights which vendors are gaining market share and which are best meeting customer needs. Market share data includes contracts signed through December 31, 2019; decisions made in 2020 are excluded. Customer satisfaction insights come from interviews with 37 individuals using go-forward platforms at 28 healthcare organizations.