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Note: While KLAS traditionally measures software and services offerings separately, this report focuses on organizations’ holistic cybersecurity strategies and thus examines software and services together.

Note: EHR integration is often considered the most important interface, but this report focuses on integration with key communication modalities. While vendor performance data includes ratings from both acute care and ambulatory care organizations, data on clinical communications use cases comes only from acute care customers, as enterprise-wide adoption of these solutions is most often in the acute care space. Additionally, KLAS did not validate certain solutions (QliqSOFT, Spok, and Stryker Vocera Edge) being used to support enterprise clinical communications; thus, these solutions are not included in the report.

Note: This report focuses on AI used for diagnostic imaging, workflow triage, and other imaging-specific use cases. It does not cover general AI tools, including those used for ambient speech or voice recognition.

2024 Survey Results Highlight Role of Governance in Effective Technology Use Across High-Priority Digital Domains

The annual CHIME Digital Health Most Wired (DHMW) survey continues to be a leading benchmark for tracking the digital health progress of healthcare organizations (HCOs) across the world. This survey delivers critical insights into digital health trends, offering healthcare leaders benchmarking data and peer comparisons to guide strategic decision-making. Through Level designations (see below), the DHMW program encourages HCOs to adopt and optimally use information technology to advance care delivery and improve patient outcomes.

While largely based on the same questions as the 2023 survey, the 2024 survey yielded different results. Last year’s survey showed that HCOs are using data as an accelerator toward outcomes, and the 2024 survey reveals that HCOs are also focusing on governance for technology decision-making, education, and deployment to ensure data and insights are leveraged effectively. This focus on technology governance and automation is seen in a number of key digital domains, such as infrastructure, cybersecurity, and patient engagement.

13 partnerships were given a 2024 SDOH Points of Light recognition, and their strategies and outcomes are shared in this report to highlight what is possible with deep collaboration. This Executive Insights section provides a high-level summary of the challenges the honorees tackled, the outcomes they achieved, and key lessons learned on the journey (see last page); the full report provides an in-depth case study of each collaboration.

Note: Overall, interviewed customers in this market are satisfied, but since this is a developing market, the customer bases for measured solutions are fairly small. KLAS will continue to monitor customer experiences as new vendor solutions are adopted by the market.

22 partnerships were awarded a 2024 Points of Light award, and their strategies and outcomes are shared in this report to illustrate the art of the possible. To help payer and provider organizations and vendors more effectively collaborate to resolve major points of friction, this Executive Insights section provides a high-level summary of the challenges the award winners tackled, the outcomes they achieved, and key lessons learned on the journey; the full report provides an in-depth case study of each collaboration.

† KLAS specifically asked interviewed organizations about their shared smart device programs. Some respondents may also utilize corporate-issued personal-use devices.

Note: While there are many regional debt collection firms, this report focuses on firms with a national presence.

Note: The next report on payer IT consulting services will further dive into customer validations of specific engagement types and outcomes.

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?

† Roche navify POC Operations is formally registered today in most countries as Roche cobas infinity POC solution and will be rebranded to Roche navify POC Operations.

† Roche navify Lab Operations is formally registered today in most countries as Roche cobas infinity lab and will be rebranded to Roche navify Lab Operations.

Note: Research in this report is based on feedback from interviewed payer customers. This report is not intended to compare measured vendors’ technological capabilities.