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Reports | Arch LogoArch Collaborative Resources
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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.
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.)