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Carrot Health: Emerging Technology Spotlight 2020
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Carrot Health:
Emerging Technology Spotlight 2020
Carrot Health focuses on bringing SDOH-related insights to their customers to help them deliver a more targeted level of care to their patients. As SDOH figures more prominently in population health management and whole-person care, healthcare organizations have requested an early look at the Carrot Health customer experience.
Enterprise Revenue Cycle 2020—Advanced User Insights: The Value of Consolidation
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Enterprise Revenue Cycle 2020—Advanced User Insights:
The Value of Consolidation
While enterprise strategies for clinical technology are common, the complexity of the revenue cycle has, to date, precluded such an approach on the financial side, as no one vendor provides all the revenue cycle functionality organizations need. However, Change Healthcare, Experian, nThrive, and Waystar now claim to have expansive portfolios that fill the gaps left by the EMR and to have customers who have adopted a broad range of their revenue cycle technology. The goal of this report is to validate the veracity of these claims and gain insight into how this early market is shaping up—is enterprise revenue cycle adoption real? Do organizations who have broadly adopted one vendor see valuable benefits?
Risk Adjustment & Analytics 2020: A First Look at Vendor Performance
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Risk Adjustment & Analytics 2020:
A First Look at Vendor Performance
In the risk adjustment and analytics space (solutions and services supporting population stratification, reporting, and/or analytics for CMS or other risk-based contracts), four vendors tend to dominate mindshare and market share—Change Healthcare, Cotiviti, Inovalon, and Optum. But market share is not a guarantee of a strong customer experience, and some organizations have started to consider and choose other options. This report shares available vendor options, market perceptions of the most prominent vendors, and an early look at how well vendors meet client needs and drive outcomes. As KLAS research in this market is early, most satisfaction data is limited.
Emerging HCIT Companies 2020 Mid-Year Update: Top-of-Mind Healthcare Technologies
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Emerging HCIT Companies 2020 Mid-Year Update:
Top-of-Mind Healthcare Technologies

Representing the feedback of 255 healthcare professionals from 210 different provider organizations, this report indexes the healthcare IT (HCIT) vendors and market segments that are top of mind for healthcare organizations today. As would be expected, the worldwide pandemic has generated significant interest in telehealth, patient engagement, and other remote care solutions. In total, this report includes more than 100 emerging vendors in these and other high-interest markets.

Annually, KLAS conducts thousands of interviews with provider organizations to better understand their experience with their HCIT vendors. However, not all vendors are measured by KLAS today—some emerging vendors have very small customer bases, and others work in market segments outside KLAS’ current focus. To gain insights into vendors we might not currently measure, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HIT vendor they have seen or heard about recently. The companies and market segments that have surfaced during these interviews are shared in this report; in the future, KLAS will monitor the companies that continue to pique market interest and gain mindshare among healthcare organizations.

Note: The data in this report was collected January 2020–June 2020.

Alagen: First Look 2020
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Alagen:
First Look 2020
Alagen provides cybersecurity services for companies in healthcare, finance, education, and more. This report is KLAS’ first look at the experience of Alagen healthcare clients. The goal of KLAS’ First Look reports is to validate the initial feedback of healthcare customers.
Force Therapeutics: Emerging Technology Spotlight 2020
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Force Therapeutics:
Emerging Technology Spotlight 2020
Patient engagement is an area of high interest as organizations look to increase patient wellness. Force Therapeutics is an episode-based care management solution offering increased interaction between patients and care teams, from surgery through recovery. This spotlight is an early look at the customer experience.
Xealth: Emerging Technology Spotlight 2020
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Xealth:
Emerging Technology Spotlight 2020
Providers are constantly looking for ways to better deliver information and tools to their patients. Xealth provides tools that allow healthcare providers to order and manage digital content and services so patients can access them in the patient portal. This spotlight explores the experience of early adopters.
Boston Software: Emerging Technology Spotlight 2020
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Boston Software:
Emerging Technology Spotlight 2020
Robotic process automation (RPA) is not a new concept, but adoption of RPA solutions in healthcare is starting to heat up, and providers are looking at these solutions to automate and execute billing & claims processing. In this spotlight, KLAS provides an early look at Boston Software Systems and the early outcomes and performance of some of their healthcare customers.
PROCLE Healthworks: Emerging Technology Spotlight 2020
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PROCLE Healthworks:
Emerging Technology Spotlight 2020
Due to COVID-19, remote-based patient engagement and telehealth tools are a top priority in healthcare. PROCLE Healthworks’ social network platform provides HIPAA-compliant telehealth, video-broadcasting, and analytics tools aimed at improving patient relationships and outcomes. This Spotlight explores the experience of its early adopters.
Algorex: Emerging Technology Spotlight 2020
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Algorex:
Emerging Technology Spotlight 2020
Social determinants of health have been a topic of growing interest for years, and there are two schools of emerging vendors: software vendors and services firms. Algorex Health provides services that help customers maximize their investments in workflow tools and scale, support, and grow their SDOH programs. This report looks to validate the outcomes and satisfaction of Algorex’s early adopters.
Middle East & North Africa (MENA): A 2020 Regional Telehealth Guidebook
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Middle East & North Africa (MENA):
A 2020 Regional Telehealth Guidebook
Due to the ongoing COVID-19 pandemic, demand for telehealth services and solutions has skyrocketed. This guidebook—a collaboration between KLAS and the MENA Telehealth conference (an MWAN Events initiative)—is intended to help healthcare organizations in the Middle East and North Africa (MENA) understand some of the prominent telehealth options in their region amid a rapidly evolving information technology landscape.

Readers should note that (1) this resource is not an exhaustive list of all telehealth vendors or solutions available and (2) the solution descriptions herein have been supplied by the vendors themselves and have not been validated by KLAS or MENA Telehealth.
Bails & Associates: First Look 2020
Bails & Associates:
First Look 2020
Bails & Associates provides Infor implementation services for human capital, supply chain, and financial management applications. KLAS has not previously reported on Bails & Associates, and this report thus constitutes a first look at their clients’ experience. The goal of First Look reports is to validate the initial feedback of early respondents.
Uber Health: Emerging Technology First Look 2020
Uber Health:
Emerging Technology First Look 2020
As provider organizations are looking to increase patient access to care, this Spotlight report provides an early look at Uber Health, a non-emergency medical transportation (NEMT) solution that provides ride scheduling and trip analytics. Reliable, lower-cost transportation is one way to reduce no-shows and help patients make it to their appointments, and this Spotlight report will validate Uber Health's initial performance, the functionality early adopters are using, and the outcomes they expect to achieve.
Colburn Hill Group: Emerging Technology Spotlight 2020
Colburn Hill Group:
Emerging Technology Spotlight 2020
Robotic process automation (RPA) is not a new concept, but its adoption in healthcare is starting to heat up. Healthcare organizations are looking at these solutions to automate and execute billing and claims processing. In this spotlight, KLAS looks at Colburn Hill Group and the early outcomes and performance reported by healthcare customers.
Radix Health: Emerging Technology Spotlight 2020
Radix Health:
Emerging Technology Spotlight 2020
Amidst the shift to value-based care, healthcare organizations are putting a lot of focus on patient engagement and the patient experience, including enhancing the way patients interact with them online, i.e., creating or improving their digital front door. This report seeks to validate the experience of early adopters of Radix Health, who claims to help organizations acquire and retain patients, reduce delays in care, lower cost, and delight customers through their digital front door solutions.
Legacy Data Archiving 2020: Which Vendors Consistently Exceed Expectations?
Legacy Data Archiving 2020:
Which Vendors Consistently Exceed Expectations?
When healthcare organizations purchase new software systems, consolidate existing products, or acquire other facilities, they are often left with legacy software solutions that need to be retired. Shuttering these systems and archiving the data is an opportunity to reduce costs while maintaining access to historical patient data. Organizations that have gone through this process recommend considering the following when choosing a data archiving partner:
  • Project Size & Complexity: Which vendors have completed projects similar to yours in terms of the number of hospitals/clinics involved, the number/type of applications being archived, etc.?
  • Extraction & Implementation: Late projects extend the amount of time legacy systems must be maintained and paid for. Which vendors set proper expectations and consistently hit timelines?
  • Customer Satisfaction: What does customer satisfaction with system functionality and ongoing support look like post-implementation?
Pediatric Ambulatory EMR 2020: Best EMR Performers in Pediatric Settings
Pediatric Ambulatory EMR 2020:
Best EMR Performers in Pediatric Settings
Despite their unique needs, many ambulatory pediatric offices are expected to “make do” with generalized EMR templates and charting. From growth charts, to well-child visits, to immunization tracking, to registry integration, pediatric offices often find their EMR doesn’t meet their needs. This report examines which EMR vendors best ensure pediatric provider success by providing an outstanding EMR and tailored service. Note that this report is focused on ambulatory-focused vendors, including pediatric-specific EMR vendors.
Signify Health Community:  Emerging Technology Spotlight 2020
Signify Health Community:
Emerging Technology Spotlight 2020
Social determinants of health (SDOH) solutions are a top-of-mind subject for healthcare decision-makers. SDOH vendors work to extend the care of patients beyond the walls of the hospital or clinic to address all the factors that support a healthy population, including food security, adequate housing, and mental health care. Signify Health looks to differentiate themselves by providing a privacy-enabled collaboration platform between community-based organizations (CBOs) and healthcare providers, while providing these services for free to social service organizations. This spotlight validates the early outcomes and performance of Signify Health.
Smart Pump/EMR Interoperability 2020: First Look at Customer Satisfaction
Smart Pump/EMR Interoperability 2020:
First Look at Customer Satisfaction
For the first time, adoption of bidirectional smart pump/EMR interoperability is high enough that KLAS can examine customer satisfaction—at least among BD and ICU Medical users on the pump side and Cerner and Epic customers on the EMR side. How well do these four vendors support their customers’ pump/EMR interoperability efforts? Are specific vendor combinations more likely to achieve success? In addition, this report examines what progress (if any) other pump and EMR vendors have made with interoperability development and adoption.
Clinical Communication Platforms 2020—Advanced User Insights: The Next Step in the Evolution of Secure Communications
Clinical Communication Platforms 2020—Advanced User Insights:
The Next Step in the Evolution of Secure Communications
Clinical communication platforms continue to evolve, and the COVID-19 pandemic has put increased emphasis on communication workflows. To learn what is possible and what best practices lead to success, KLAS conducted interviews with healthcare organizations identified by their vendor partners as the most advanced in clinical communication; three to five advanced users were interviewed for each vendor. These organizations are seeing real outcomes, such as improved efficiency, security, and patient satisfaction. The following sections cover what workflows communication platforms are being used for, outcomes achieved, and advanced users’ lessons learned.
PACS 2020: Ability to Scale Drives Decisions, with an Eye on Enterprise Imaging
PACS 2020:
Ability to Scale Drives Decisions, with an Eye on Enterprise Imaging
The PACS market is currently an evolving, dynamic space ripe for disruption—many provider organizations are replacing legacy PACS solutions and enterprise imaging (EI) is on the rise. As provider organizations examine potential vendor partners, the following three considerations are top of mind:
  1. Are current customers satisfied (and does the vendor deliver consistently regardless of client volume)?
  2. Can the vendor scale to meet the complex needs of large-volume organizations?
  3. What is the vendor’s EI strategy and how well can they provide EI guidance?
Today, no vendor has proven themselves in all three areas. This report will examine vendor performance in each. 
ERP 2020: New Energy Reflects Changing Customer Expectations (A Decision Insights Report)
ERP 2020:
New Energy Reflects Changing Customer Expectations (A Decision Insights Report)
Recent purchase decisions in the healthcare ERP market (defined by KLAS as financials [GL/AP], HR & payroll, and supply chain management) have been largely dominated by provider organizations looking to move to the cloud. Hoped-for benefits include improved system reliability and security, improved efficiency, and reduced capital investment. But there are challenges with cloud solutions as well, such as poor implementations, limited functionality, and outages and connectivity issues. This report examines 73 ERP purchase decisions made since the beginning of 2019 to determine the reasons behind ERP replacements and new selections. What is most important to provider organizations: technology and innovation, or vendor experience and relationships? Which vendors are gaining momentum, and which are being left behind?
Unite Us:  Emerging Technology Spotlight 2020
Unite Us:
Emerging Technology Spotlight 2020
Solutions for social determinants of health (SDOH) are a top-of-mind subject for healthcare decision makers. SDOH vendors work to extend the care of patients beyond the walls of the hospital or clinic to address all the factors that make up a healthy population, including food insecurity, inadequate housing, mental health care, etc. Unite Us differentiates themselves by building robust networks of health and social services in the markets they serve. To date, they have built 55 of these community-based networks and have 40 additional networks in process. This spotlight validates the early outcomes and performance of Unite Us.
UiPath: Emerging Technology Spotlight 2020
UiPath:
Emerging Technology Spotlight 2020
Robotic process automation (RPA) is not a new concept, but its adoption in healthcare is heating up, with provider organizations looking to RPA to automate/manage inventory levels, support digitization of patient files, optimize appointment scheduling, and process billing and claims. This report looks at UiPath and the early outcomes and satisfaction of some of their healthcare customers.
Speech Recognition (Front-End EMR) Segment Highlight 2020: Who Has Shown They Can Deliver Promised Technology?
Speech Recognition (Front-End EMR) Segment Highlight 2020:
Who Has Shown They Can Deliver Promised Technology?
Overall, customer satisfaction is high with the front-end speech recognition solutions from 3M (MModal), Dolbey, and Nuance. Since performance is high across the board, two key factors become important considerations as organizations decide which solution is right for them: (1) scalability— which vendors have proven able to scale to an organization of our size? and (2) delivery of new technology—which vendors have the ability to not just share plans for the future but actually roll out this technology in a successful way (i.e., install it properly, support it well, and ensure user adoption)? This report explores these key differentiators amid a number of notable market changes.
Delivering Customer Success in a Time of Crisis, Part 2: Learnings and Insights from Vendor Interviews
Delivering Customer Success in a Time of Crisis, Part 2:
Learnings and Insights from Vendor Interviews

As healthcare organizations have battled on the frontlines to keep the COVID-19 pandemic in check, they have turned to their HIT services and technology vendors for help, seeking expertise and resources, innovative solutions, and flexibility in contracting, deployment, and payment. Many HIT vendors have answered the call and are doing their best to meet customer needs. Based on interviews with 102 HIT technology vendors and services firms, this report seeks to share learnings and insights that vendors have gleaned thus far as well as common challenges they have encountered.

 

Our hope is that highlighting these insights will help vendors continue their work of helping healthcare organizations achieve both short-term and long-term success.

 

Note: All vendors who participated in the research will receive a deeper dive into these insights.

Medial EarlySign: Emerging Technology Spotlight 2020
Medial EarlySign:
Emerging Technology Spotlight 2020
In 2019, KLAS began sharing research on vendors offering artificial intelligence (AI) based solutions to support better outcomes for patient care. This spotlight focuses on the performance of Medial EarlySign, who was not included in KLAS’ 2019 AI report because of the limited number of customers in this emerging field. 
Clinical Optimization Services 2020: Who Can Help Pull the Right Levers to Accelerate EMR Value?
Clinical Optimization Services 2020:
Who Can Help Pull the Right Levers to Accelerate EMR Value?
Nearly all healthcare organizations today have implemented an EMR, but many clinicians express dissatisfaction with their system’s workflows and overall usability. This often stems from gaps in training and customization, which aren’t always prioritized during the initial implementation. Regardless of the reason, these issues contribute to poor EMR adoption and clinician burnout. To solve these problems, clinical optimization services firms offer three key levers proven to help organizations realize the promised value of their EMR: (1) workflow refinement, (2) application enhancement, and (3) clinician training.
Go-Live Support Segment Highlight 2020: Differentiating Firms in a High-Satisfaction Market
Go-Live Support Segment Highlight 2020:
Differentiating Firms in a High-Satisfaction Market
Provider organizations looking for go-live support have many experienced, knowledgeable firms to choose from, but how can they differentiate the good firms from the exceptional ones and ensure their engagement goes as smoothly as possible? Based on the feedback of current clients, this report examines overarching trends in the go-live support market and highlights each firm’s individual strengths and weaknesses.
Payer Core Administration Platforms 2020: New Decisions & New Life (A Decision Insights Report)
Payer Core Administration Platforms 2020:
New Decisions & New Life (A Decision Insights Report)
A core administration platform is the transactional heart of a payer organization—it is used to enroll new members, process and pay claims, and manage product lines and benefits. Many of the products in this market, while needed and typically stable, have been around for decades and are highly customized, hosted on-premises, and often seen as old and complex. Many payers are therefore reluctant to replace these systems because the risks and required effort are so high.

But recent buying activity suggests the payer core administration platform market is seeing revitalization. Triggered by the opportunities and challenges of payment reform and value-based care, payers are looking ahead and starting to bid for new vendor partners. 

KLAS spoke with 30 payer organizations who are making or have recently made purchase decisions, and they shared their candid feedback and insights regarding what vendors they have considered, selected, and/or replaced. These interviews reveal new energy and life in a market long overdue for change—in terms of both product and service delivery. 
Complex Claims Services 2020: Bringing Knowledge and Skills to the Claims Market
Complex Claims Services 2020:
Bringing Knowledge and Skills to the Claims Market
Some healthcare claims are harder to manage than others—in particular, out-of-state Medicaid, motor vehicle accident, VA, and workers’ compensation claims. In order to focus their resources on other claims, provider organizations often contract on a contingency basis with specialized firms who have ample experience handling one or more of these complex claim types. Typically, these firms achieve higher paid-claim rates and cash recovery than organizations would on their own. This report is meant to help provider organizations find the right firm for them by examining which firms manage which types of claims and how well each firm performs for clients. 
Aquity Solutions: Emerging Technology Spotlight
Aquity Solutions:
Emerging Technology Spotlight
This Spotlight report focuses on Aquity Solutions, a virtual scribe service. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.
Healthcare EMR AI 2020: A Closer Look at EMR Offerings
Healthcare EMR AI 2020:
A Closer Look at EMR Offerings
Previous KLAS research on artificial intelligence (AI) in healthcare examined customer satisfaction with AI-focused vendors. However, as provider organizations develop go-forward AI strategies, they want to know: What capabilities are available from the solution that represents their organization’s largest HIT investment—their EMR? To answer this question, this report investigates what EMR vendors are doing in the world of AI.
Global (non-US) EMR Market Share 2020: Regional Vendor Energy Rising
Global (non-US) EMR Market Share 2020:
Regional Vendor Energy Rising
2019 saw a marked uptick in EMR purchases in nearly every region of the world. Total decisions increased by more than 50%, for a total of 224 contracts involving 565 facilities. Large regional or group decisions shaped the landscape in Canada, Europe, and the Middle East. Regional solutions’ energy increased as purchasing accelerated in regions where multiregional vendors lack a strong presence or haven’t recently excelled.
COVID-19 Telehealth Guide: Solidifying a Telehealth Strategy
COVID-19 Telehealth Guide:
Solidifying a Telehealth Strategy
Use of telehealth technology, which until recently had been increasing at a gradual but steady pace, has sharply accelerated in the midst of the COVID-19 outbreak. Relaxed privacy and reimbursement regulations have—at least temporarily—removed some significant barriers to providing this type of care, and with healthcare organizations looking to reduce face-to-face visits, many are either deploying telehealth technology for the first time or expanding their current offerings. This resource—the first of two COVID-19 focused telehealth reports—aims to provide high-level guidance helpful to organizations as they make immediate decisions and also solidify long-term telehealth strategies. It includes high-level overviews of validated vendors’ current customer satisfaction, key questions to consider in building a strategy, and a consolidated view of KLAS’ previously published telehealth reports.
Patient-Driven Groupings Model (PDGM): Flash Insights Report 2020
Patient-Driven Groupings Model (PDGM):
Flash Insights Report 2020
The new Patient-Driven Groupings Model (PDGM) proposed by Medicare went into effect January 1, 2020. Now that the dust has settled, KLAS reached out to home health organizations to understand how this change has impacted their operations. 52 agencies responded, sharing insights into how smooth or disruptive the transition was, how helpful home health vendors have been, and how the new model has impacted the bottom line.

Note: The majority of responses came from agencies using Axxess, Brightree, Epic, Homecare Homebase, Netsmart, or WellSky.
Clinical Decision Support 2020: Progress and Innovations in CDS
Clinical Decision Support 2020:
Progress and Innovations in CDS
In an ideal world, clinicians would be able to practice medicine unencumbered by unnecessary restraints, including those created by the technology designed to assist them. With this goal in mind, approaches to and technology for clinical decision support (CDS) have been evolving, from passive and reactive to predictive and proactive.
US Hospital EMR Market Share 2020: Shifting Perspectives Among Large and Small Hospitals
US Hospital EMR Market Share 2020:
Shifting Perspectives Among Large and Small Hospitals
In 2019, EMR purchase decisions in the private sector had a dramatic impact on Cerner, MEDITECH, and the small-hospital market, with Epic continuing to amass market share.
Ambulatory RCM Services 2020: Dynamic Market Changes and New Players
Ambulatory RCM Services 2020:
Dynamic Market Changes and New Players
Amid recent market changes, including multiple acquisitions and divestments, the ambulatory RCM services landscape is evolving. This report highlights both the core EMR vendors who offer ambulatory RCM services and some disruptive new entrants—solution-agnostic (i.e., third-party) players who are gaining significant traction and, in some cases, raising the bar for customer satisfaction.
Caregility: Emerging Technology Spotlight 2020
Caregility:
Emerging Technology Spotlight 2020
This Spotlight report focuses on Caregility, an inpatient telehealth video platform. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.
Delivering Customer Success in a Time of Crisis, Part 1: Guide for Vendor Success during COVID-19
Delivering Customer Success in a Time of Crisis, Part 1:
Guide for Vendor Success during COVID-19

To support the healthcare community in this time of crisis, KLAS recently published a solutions guide highlighting various technologies and services healthcare organizations can use in the fight against COVID-19. Approximately 200 HIT companies and services firms are represented in the guide. While vendors have taken a positive step in making these solutions available, an organization’s success with any given offering will be determined in no small part by the vendor’s ability to deliver. KLAS feels our broad perspective on customer experience can help both healthcare organizations and vendors be successful in tackling COVID-19.

To that end, this white paper examines three areas in which vendor delivery, if not done correctly, can potentially damage customer relationships and prevent customers from achieving long-term success. These red flags are based on customer feedback about how vendors are responding to the current crisis and on general best practices KLAS has identified in over 20 years of customer experience research.

Our hope is that highlighting potential pitfalls and best practices will help vendors, who have already moved mountains to help the industry, continue their work of helping healthcare organizations achieve short-term and long-term success.

Note: All current KLAS members will receive a deeper dive into these insights during their yearly executive session.

Technical Services 2020: A Tip-of-the-Spear Look at a Growing Market
Technical Services 2020:
A Tip-of-the-Spear Look at a Growing Market
Say what you want about meaningful use, but its success in spurring EMR adoption is hardly debatable. A wealth of healthcare data has now been captured electronically, but if it is to optimize patient care and provider collaboration, it must be available in a useful, accessible format. A broad range of technical skills are needed to convert data and integrate clinical applications, analytics tools, and other platforms. For help in this area, many provider organizations turn to the technical expertise of services firms. This report—focused on an initial subset of these firms (see below)—examines performance and capabilities in a market that sees high satisfaction overall.
Healthify: Emerging Technology Spotlight 2020
Healthify:
Emerging Technology Spotlight 2020
This Spotlight report focuses on Healthify, who provides a social determinants of health (SDOH) solution. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.
Aunt Bertha: Emerging Technology Spotlight 2020
Aunt Bertha:
Emerging Technology Spotlight 2020
This Spotlight report focuses on Aunt Bertha, a social determinants of health (SDoH) solution. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.
Behavioral Health EMR 2020: Struggling Market Sees Some Changes in Satisfaction
Behavioral Health EMR 2020:
Struggling Market Sees Some Changes in Satisfaction
Organizations using behavioral health EMRs report some of the lowest satisfaction scores of any market segment KLAS rates. While there is still broad need for improvement across vendors, the last year has seen significant shifts—some vendors have stepped up and improved their delivery, while others have seen significant drops in customer satisfaction. What factors are driving these changes?
COVID-19 Technology & Services Solutions Guide
COVID-19 Technology & Services Solutions Guide

To our provider friends:

You need solutions and you need them fast. We have asked the vendor community to share what they are doing/can do to help your organizations in this crisis. Given the short time frame, KLAS has not validated any of these claims.

We will not waste time with a long introduction—we just hope this helps you. Good luck in the weeks ahead. Reach out to your KLAS representative if we can help you. Thank you for bearing the weight of this crisis. We deeply appreciate your sacrifices.

—The KLAS Team

Phynd: Emerging Technology Spotlight 2020
Phynd:
Emerging Technology Spotlight 2020
This Spotlight report focuses on Phynd, a solution for provider data management. KLAS Spotlight reports draw on the feedback of early adopters to answer common questions provider organizations have when considering emerging, disruptive, or innovative technology. By revealing which product features and functionalities are actually in use, exploring customers’ expected outcomes, and capturing early satisfaction data, Spotlight reports make it possible for provider organizations to separate fact from fiction.
Epic Ambulatory 2020—Community Connect: The Reality of Community Connect vs. Direct Contracting
Epic Ambulatory 2020—Community Connect:
The Reality of Community Connect vs. Direct Contracting
Because of Epic’s presence in the healthcare market and their record of strong performance, many standalone (i.e., not associated with a hospital) midsize to large ambulatory organizations have chosen or are seriously considering Epic’s platform. These organizations have two options: contract directly with Epic for an independent instance of the solution, or contract with a local hospital/IDN under the Community Connect model. This research—KLAS’ first look at the differences between these approaches on the ambulatory side—includes two main findings from standalone ambulatory organizations:

(1) With direct contracting, Epic delivers a highly satisfactory experience for midsize to large ambulatory organizations.
(2) Those on Community Connect, who rely on their host organization for support, tend to be considerably less satisfied and fault Epic for allowing host organizations to deliver an experience below Epic’s usual standard.
Augmedix: Emerging Technology Spotlight 2020
Augmedix:
Emerging Technology Spotlight 2020
The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.

This Spotlight focuses on Augmedix, a physician documentation service, used to document patient encounters and other tasks, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.
Blockit: Emerging Technology Spotlight 2020
Blockit:
Emerging Technology Spotlight 2020
The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.

This Spotlight focuses on Blockit, a referral and patient scheduling management solution, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.
Opioid Management: Insights from CHIME's "Healthcare's Most Wired"
Opioid Management:
Insights from CHIME's "Healthcare's Most Wired"

A Look at Strategies Employed by the Nation’s Most Advanced Ambulatory Healthcare Organizations

Each year, acute and ambulatory care organizations from around the world take part in CHIME’s “Healthcare’s Most Wired” program, whose goal is to improve healthcare by encouraging the optimal use of information technology. These organizations are surveyed regarding their current adoption levels and strategies across many HIT areas. Based on the responses of 137 advanced ambulatory organizations in the US, this report delves into how organizations are using technology to battle opioid use disorder (OUD).

Suki: Emerging Technology Spotlight 2020
Suki:
Emerging Technology Spotlight 2020
The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology.

This Spotlight focuses on Suki, a clinical digital assistant used to document patient encounters and other tasks, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.
Decision Insights 2020: National Trends
Decision Insights 2020:
National Trends
NowPow: Emerging Technology Spotlight 2020
NowPow:
Emerging Technology Spotlight 2020
The healthcare market is saturated with start-ups and emerging technology, making it difficult for provider organizations to separate fact from fiction. Drawing on direct interviews with early adopters, KLAS Spotlight reports shine a light on emerging technology vendors, enabling provider organizations to cut through the hype. With input from the KLAS Advisory Board, provider partners, and healthcare innovation centers, KLAS identified common questions provider organizations have when considering emerging technology. 

This Spotlight focuses on NowPow, a solution provider for SDoH or Whole Person Care, and seeks to answer these questions, detailing customers’ anticipated outcomes and capturing early performance scores.
Artificial Intelligence in Imaging 2020: Shifting Mindshare
Artificial Intelligence in Imaging 2020:
Shifting Mindshare
Many provider organizations are exploring the deployment and adoption of artificial intelligence (AI) in imaging, and market competition has begun to increase among vendors who offer this technology. Based on feedback from 81 organizations with advanced imaging strategies, this report explores what healthcare organizations have planned for AI in imaging and their perceptions of which vendors are best positioned to help (responses could apply to modalities or software). It also identifies best practices related to AI deployment and adoption as reported by some of the healthcare industry’s most successful AI users. In the near future, KLAS plans to publish in-depth case studies from customers of some of the most frequently mentioned vendors to explore what is currently being achieved with AI in imaging.
Patient Perspectives on Patient Engagement Technology 2020
Patient Perspectives on Patient Engagement Technology 2020
In recent years, provider organizations have increased their investment in patient engagement technologies, but the outcomes they report are often provider-centric and don’t necessarily benefit patients directly. It is becoming increasingly important for the patient voice to be at the center of vendor development and provider deployment efforts. To help support this focus, KLAS surveyed over 300 patients, asking them which patient engagement technologies have been most impactful to them and how they expect these technologies to impact them in the future.
Emerging HCIT Companies 2020: Top-of-Mind Healthcare Technologies
Emerging HCIT Companies 2020:
Top-of-Mind Healthcare Technologies

KLAS conducts thousands of annual interviews with provider organizations to better understand their experience with their healthcare IT vendors. However, not all vendors are measured by KLAS today—some emerging vendors have very small customer bases, and others work in market segments outside KLAS’ current focus. This report also includes some established companies newly disrupting the healthcare market (e.g., Amazon, Google, Salesforce). To gain insights on emerging companies in healthcare IT, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HIT vendor they have seen or heard about recently. During the latter half of 2019, 341 healthcare professionals from 299 different provider organizations responded to this question.

This report shares the top-of-mind companies and market segments that surfaced from these interviews; in the future, KLAS will monitor those companies that continue to pique market interest and gain mindshare among healthcare organizations.

Note: The data in this report was collected in the latter half of 2019 (from July 2019–Dec 2019).

Healthcare Business Intelligence and Analytics 2020: Decision Insights Report
Healthcare Business Intelligence and Analytics 2020:
Decision Insights Report
The healthcare business intelligence (BI) and analytics market has become crowded, with vendors touting a variety of different benefits. Many healthcare organizations are looking to consolidate solutions, but who can meet organizations’ analytics needs and also bring departments together, aggregate siloed data, and drive outcomes in a consolidated way? This report examines 45 BI purchase decisions made over the last 18 months to determine what is driving buying decisions. Is it the solutions’ power/flexibility or the vendors’ experience/relationships? Which vendors are gaining momentum, and which are being left behind?
Patient Driven Payment Model (PDPM): Flash Insights Report 2020
Patient Driven Payment Model (PDPM):
Flash Insights Report 2020
The new Patient Driven Payment Model (PDPM) proposed by Medicare went into effect in October 2019. Now that the first billing cycle under the model has passed, KLAS reached out to skilled nursing facilities (SNFs) to get early insights into how smoothly the transition went, how helpful their technology (EMR/therapy) vendors have been, and how the change has impacted their bottom line. The feedback came from a total of 48 respondents—11 executives, 20 directors, and 17 managers, analysts, and other healthcare professionals.
Cerner Revenue Cycle Management, Report 4 of 4: Cerner Customers Waiting on Tangible Results
Cerner Revenue Cycle Management, Report 4 of 4:
Cerner Customers Waiting on Tangible Results
In August 2018, representatives from some of Cerner’s largest and most complex customers met with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was to provide insights that would enable Cerner to conduct a significant pivot to regain client confidence and deliver a world-class RCM solution. In KLAS’ previous follow-up reports, customers reported that Cerner has delivered a road map, become more transparent, and worked to improve client relationships. This report is the final in the series and focuses on the tangible improvements that have been realized since the August 2018 summit.
Patient Engagement Summit 2019: White Paper
Patient Engagement Summit 2019:
White Paper
On November 11–12, 2019, healthcare IT leaders (20 from healthcare organizations and 19 from vendor organizations) gathered in Park City, Utah, to help guide the healthcare industry toward a common patient engagement target. The goal of this summit was two-fold: (1) to share success stories and recommendations for overcoming barriers and (2) to define what a patient engagement platform should entail.
Best in KLAS 2020: Software/Services
Best in KLAS 2020:
Software/Services
Best in KLAS is a recognition given to vendors for outstanding efforts to help healthcare professionals deliver better patient care. The Best in KLAS designation is reserved for the software and services market segments that have the broadest operational and clinical impact on healthcare organizations. Separate from the winners of Best in KLAS, Category Leaders also earn top honors for helping healthcare professionals provide better patient care. The Category Leader designation is reserved for use in select market segments that don’t qualify for Best in KLAS.
Best in KLAS 2020: Global (Non-US)
Best in KLAS 2020:
Global (Non-US)
The Global Best in KLAS awards are given to vendors to recognize outstanding efforts to help healthcare professionals outside the US deliver better patient care. Global Best in KLAS awards are currently given in two software market segments that have broad operational and clinical impact on healthcare organizations around the world: (1) acute care EMR and (2) PACS.
Healthcare IT Investor Update: 2020 Q1
Healthcare IT Investor Update:
2020 Q1
In the 2020 Q1 Investor Update, KLAS M&A Advisory leader, Chris Chandler, discusses Revenue Integrity and Revenue Cycle Unicorns, the Digital Health Investment Symposium and Emerging Tech Recap, and Strategic M&A deals done over the last 7 years with Boyd Stewart, Lauren Barton, Doug Tolley, and Emily Paxman. Watch the webinar to get the latest investment insights from KLAS experts.
340B 2020: Service Weighs Heavy in Purchasing Decisions (A Decision Insights Report)
340B 2020:
Service Weighs Heavy in Purchasing Decisions (A Decision Insights Report)
The 340B program is considered a critical savings opportunity for covered entities and their contracted pharmacies, and over the past couple of years, KLAS has noted an increase in provider organization purchase decisions in the third-party administrator space. Some organizations are putting out RFPs because their current contracts are ending, but many others are seeking out solutions to fill the functionality and service gaps of their current 340B vendor. Newer market entrants, such as PSG and RxStrategies, represent additional options to consider alongside the already-established market players. While organizations continue to look for new technology and functionality in potential vendor partners, factors like service, support, and relationships have proven to be key to long-term customer success. 
Payer/Provider Keystone 2019 White Paper:  Payer and Provider Teamwork—Making the Ideal a Reality
Payer/Provider Keystone 2019 White Paper:
Payer and Provider Teamwork—Making the Ideal a Reality
Payers and provider organizations work together to deliver and pay for over 3 trillion dollars of care each year in the United States. While this partnership in huge in size—greater than the GDP of all but 7 countries—it is an uneasy, often adversarial relationship. What could happen if these two parties were better aligned, with better trust and communication? Is this type of partnership possible? 

Working toward these answers, KLAS gathered together several dozen provider, payer, healthcare technology and other industry experts and asked them these difficult questions, searched for instances of great partnership and identified possible opportunities to catalyze greater trust and alignment.

Global Digital Pathology 2019: What You Need to Know to Get Started
Global Digital Pathology 2019:
What You Need to Know to Get Started
Around the world—from Asia, to Europe, to Canada, to the United States—healthcare organizations have begun to use digital pathology technology for primary diagnostic work, not just research (for which digital pathology has been used for nearly a decade). Depending on your organization, moving to a digital pathology solution may not save you money, but it can result in benefits like improved quality and flexibility for remote reading, and it will lay the groundwork for telepathology capabilities that can help your organization deal with pathologist shortages predicted for the future. 

KLAS interviewed a number of leading organizations using digital pathology solutions for primary diagnosis, focusing on reference sites from vendors in the US and Europe, to highlight what healthcare organizations need to know to get started with digital pathology.
Value-Based Care Managed Services 2019: Which Vendor's Profile and Performance Match Your VBC Needs?
Value-Based Care Managed Services 2019:
Which Vendor's Profile and Performance Match Your VBC Needs?
Despite reduced regulatory pressure, competitive and financial factors continue to drive organizations toward value-based care (VBC), yet making the transition is a complex and expensive undertaking, especially for smaller or midsize organizations, who may lack the resources and expertise of their larger peers. An array of services firms and software vendors offer managed services designed to help. These offerings vary widely, and provider organizations will want to consider several factors when choosing the firm that is right for them. This report examines eight services firms and software vendors who offer VBC managed services to examine the types of projects and organizations they work with and how well they perform.
Enterprise Imaging 2019: Strategic Contributors to Progress
Enterprise Imaging 2019:
Strategic Contributors to Progress
Enterprise imaging strategies aim to align provider departments, priorities, and technologies to drive key outcomes. KLAS has watched some strategies evolve and grow while others struggle to take shape. The purpose of this report is to (1) provide an update on industry progress, (2) show how both healthcare provider organizations and vendors contribute to that progress, and (3) identify which enterprise imaging vendors act as true strategic partners that drive success.

What Is Enterprise Imaging?

KLAS defines enterprise imaging as the ability to store and/or view images across the enterprise from more than one service line or storage solution.

Worksite Health Services 2019: Measuring Clinic Adoption and Outcomes
Worksite Health Services 2019:
Measuring Clinic Adoption and Outcomes
As healthcare costs continue to climb, employers are attempting to mitigate the impact by taking measures to help manage and improve the health of their employees. A very tangible step—particularly common among self-insured employers—is to engage a worksite health services firm to provide employees (and sometimes their dependents) with primary care and related services. Employers generally agree that employees view workplace clinics as a nice benefit, but the real question is whether the clinics actually improve employee health and reduce costs. This KLAS report is intended to increase transparency in the market by shining a light on employers’ real-world experiences with various worksite health services firms.
Value-Based Care Consulting 2019: Finding the Best Fit in a High-Performing Market
Value-Based Care Consulting 2019:
Finding the Best Fit in a High-Performing Market
Transitioning from fee-for-service to value-based care (VBC) is a top-of-mind concern for healthcare organizations. However, previous KLAS research has revealed that VBC transformation is also the area in which healthcare executives are least familiar with which firms are well positioned to help. This report examines nine firms that provide value-based care consulting services to explore the types of work these firms do (and for who), how consistently the firms perform across clients, the outcomes they deliver, and the factors that drive these outcomes.
Ophthalmology 2019: Which Vendors Best Meet Ophthalmology Needs?
Ophthalmology 2019:
Which Vendors Best Meet Ophthalmology Needs?
As the US population ages, the demand for ophthalmology treatments, therapies, and procedures is increasing, as is the number of healthcare providers who deliver these services. The field of vendors who offer EMR software for ophthalmology practices is also changing amid strategic acquisitions and mergers. This consolidation has left large numbers of clinics wondering whether their EMR will be supported long term and which vendors can best meet their needs. This report—KLAS’ first on EMR performance in the ophthalmology market—attempts to increase transparency by examining vendor performance in areas such as ease of use, reporting, and ophthalmology-specific development.
Population Health Care Management 2019: Adoption Early But Gaining Traction
Population Health Care Management 2019:
Adoption Early But Gaining Traction
Care management is where the rubber meets the road in population health management (PHM). Many provider organizations are able to access their data, analyze it, and ascertain patient risk, but now they are pushing for better, more automated ways to manage the care of at-risk patients. Many vendors are struggling to keep pace with delivering care management (CM) capabilities due to siloed data and high variation in customer needs. Notably, several high-profile PHM vendors are not included in this research because their CM functionality is too limited, too early, and/or lacks sufficient adoption.

This report, KLAS’ first look at the use of PHM software specifically for care management, shares what functionality vendors provide and how well those tools support care managers’ work—by first pulling in data to create a longitudinal record and then providing actionable insights and helping to identify and close care gaps.
Revenue Integrity / Underpayment 2019: High Value Reported in High-Performing Market
Revenue Integrity / Underpayment 2019:
High Value Reported in High-Performing Market
Healthcare organizations lose money when underpayments, transfer DRGs, and denials cause insurance payments and other types of income to be left on the table. Revenue integrity firms aim to solve this problem by helping organizations retroactively recoup revenue and proactively prevent future loss. In a big win for healthcare organizations, these firms are very high performing overall—of the services segments KLAS measures, revenue integrity is rated third overall and first for value and customer loyalty. Rather than splitting hairs on the performance of a high-performing pool of options, this report focuses on firms’ individual services offerings to help organizations find the best fit (or fits, as many organizations leverage multiple firms).
Revenue Cycle Unicorns 2019: Unique Solutions Closing Gaps
Revenue Cycle Unicorns 2019:
Unique Solutions Closing Gaps
The healthcare revenue cycle is a notoriously treacherous, high-stakes journey, and provider organizations who don’t have the right tools in hand are likely to get held up fighting high costs and lost revenue. While KLAS has done extensive research in the past on revenue cycle solutions, this report focuses on the solutions that take a more unique approach to tackling revenue cycle issues—in other words, revenue cycle “unicorns.” These solutions often don’t fit into KLAS’ traditional revenue cycle market segment, lack direct competitors, or are potentially disruptive to existing ways of doing business. As a result of their unique nature, the solutions rated in this report are not compared side by side but rather examined individually through the lens of customer experience.
ERP Implementation 2019: Which Consulting Partner Is the Right Fit for Your ERP Implementation?
ERP Implementation 2019:
Which Consulting Partner Is the Right Fit for Your ERP Implementation?
Static for many years, the ERP software market has seen a resurgence of energy, thanks in part to the introduction of several cloud solutions. With this uptick in purchasing has come increased need for partners who can help organizations implement the technology and oversee the significant change management and training required—in fact, a number of interviewed organizations note that success might depend more on the implementation partner than on the actual software implemented. While some organizations choose their software vendor to manage the project, others engage a third-party firm. Which type of partner is right for your organization?
Global PACS 2019: Vendor Performance in Shifting Market
Global PACS 2019:
Vendor Performance in Shifting Market
The non-US PACS market is shifting—as cloud technology and lighter infrastructure replace aging C/S models, several traditional market mainstays are no longer viewed as cutting-edge technology. The need for traditional workstations has not disappeared, but healthcare organizations are looking for vendors that are developing imaging platforms that will meet customer needs today and in the future. Based on perspectives from 325 individuals at 272 organizations in 48 countries and territories outside the US, this report examines global as well as regional PACS performance.
Remote Patient Monitoring 2019: The New Age of RPM
Remote Patient Monitoring 2019:
The New Age of RPM
Almost all users of remote patient monitoring (RPM) solutions get measurable outcomes (see KLAS’ 2018 RPM report), but because of factors like value-based care, new reimbursement options, and consumer-focused technology, the market and customer expectations are evolving. 

This report, KLAS’ first look at RPM vendor performance, investigates how vendors fare at transitioning away from the old paradigm of rigid, hardware-based products to the new age of RPM—in which solutions empower patients and facilitate expansion of RPM use cases. Which vendors offer the technology, support, and flexibility that provider organizations need to grow their RPM programs?
Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence - CHIME Edition
Healthcare AI 2019:
Actualizing the Potential of Artificial Intelligence - CHIME Edition

Artificial intelligence (AI) has been a buzzword in healthcare for several years, but how real is it? Are healthcare organizations adopting AI? How are they using it, and what outcomes are they seeing? Based on interviews with 57 trailblazing healthcare organizations, this AI primer provides insights on organizations’ needed AI capabilities, common challenges, and best-practice advice. Across the technology and healthcare industries, definitions of AI vary widely; KLAS’ working definition of AI was created for use in research regarding customer satisfaction with AI technology and was formed based on advice from many leading health systems and solution partners (called “vendors” throughout).

For insights on vendor performance and customer outcomes, see the full KLAS report: “Healthcare AI 2019: Actualizing the Potential of AI.”

Emerging Technology Spotlight 2019: PatientPing
Emerging Technology Spotlight 2019:
PatientPing
Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).
Global VNA Solutions 2019: Insights from Leading Organizations
Global VNA Solutions 2019:
Insights from Leading Organizations
Outside the US, the vendor-neutral archive (VNA) market is still emerging, and even some of the most successful organizations feel their VNA vendors could do more to deliver the strategic guidance and support they need. For this study, KLAS reached out to reference sites from measured vendors to learn what is possible with VNAs today and which vendors have proven to deliver the experience and strong guidance customers need.
Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence
Healthcare AI 2019:
Actualizing the Potential of Artificial Intelligence
Artificial intelligence (AI) has been a buzzword in healthcare for several years, but how real is it? Are healthcare organizations adopting AI? How are they using it and what outcomes are they seeing? Based on interviews with 57 trailblazing healthcare organizations, this report—KLAS’ first on this emerging area (specifically machine learning and NLP)—consists of two types of findings: (1) an AI primer with insights on needed AI capabilities, common challenges, and best-practice advice; and (2) early findings about what outcomes healthcare organizations are achieving with AI technology and how well their vendors drive value. Overall, vendor performance in the AI space is high (compared to other software market segments measured by KLAS).

Across the technology and healthcare industries, definitions of AI vary widely; KLAS’ working definition of AI was created for use in research regarding customer satisfaction with AI technology and was formed based on advice from many leading health systems and vendors.
Achieving EHR Satisfaction in Any Specialty 2019: Impact Report
Achieving EHR Satisfaction in Any Specialty 2019:
Impact Report
Insights shared by over 30,000 physicians reveal that EHR satisfaction is highly variable across specialties. For example, pediatrics physicians have an average Net EHR Experience Score (a measurement of overall satisfaction similar to a net promoter score) of 24.0, but other specialties report much lower satisfaction (e.g., cardiology  with a score of 1.6). 
Healthcare IT Investor Update: 2019 Q4
Healthcare IT Investor Update:
2019 Q4
In the 2019 Q4 Investor Update, KLAS investment expert Chris Chandler discuss market share data with Boyd Stewart, Aaron Gleave and Joe Vandegraaff on Revenue Cycle Management, several big-name IPOs, and movement in the ambulatory market. Watch the webinar to get the latest investment insights from KLAS experts.
Interoperability Platforms 2019: Shifting Away from Traditional HIE
Interoperability Platforms 2019:
Shifting Away from Traditional HIE
Interest in HIE technology exploded nearly a decade ago, and the HIE solution market has been in flux ever since. Today, the field of vendors is narrow, and many provider organizations want technology that is more than a conduit for sharing patient records—they are looking for interoperability platforms that enable the use of aggregated data for innovative use cases. To understand where vendors are in the transition from traditional HIE to interoperability platforms, KLAS interviewed organizations identified by their vendor as their most advanced users. In-depth interviews with these organizations—as well as general performance feedback from vendors’ broader customer bases—reveal wide variation in use cases and the customer experience.
Strategic M&A 2019: A Recipe for Success with Mergers and Acquisitions
Strategic M&A 2019:
A Recipe for Success with Mergers and Acquisitions
Mergers and acquisitions are a common occurrence in the healthcare IT industry, and recent years have seen several big announcements in the EHR space (e.g., Cerner acquiring Siemens, Allscripts acquiring McKesson). This report provides an update on recent M&A activity and—by examining customer satisfaction before, during, and one year after a merger or acquisition—answers these questions posed by investors, vendors, and healthcare organizations:
Innovation Center Consortium 2019 White Paper: Accelerating Next-Generation Healthcare IT Development
Innovation Center Consortium 2019 White Paper:
Accelerating Next-Generation Healthcare IT Development
In September 2019, the new KLAS Innovation Center Consortium kicked off with a day-long workshop attended by a select group of representatives from some of healthcare’s most forward-thinking provider innovation centers. The goal of the workshop was to share development priorities and best practices for seeing healthcare IT innovation projects through to success. The insights shared in this paper come from the day’s small group discussions.
DHIS 2019 White Paper: Paving the Way for Radical Change in Healthcare
DHIS 2019 White Paper:
Paving the Way for Radical Change in Healthcare
In September 2019, KLAS hosted its third annual investment symposium. In attendance were healthcare thought leaders from private equity and venture-capital firms, digital health companies, healthcare provider organizations, and health-system incubators. Small group discussions focused on identifying practical ways that the efforts of investors, vendors, and providers can be aligned to overcome some of healthcare’s biggest challenges. The intent of this paper is to share insights from those discussions and to highlight ways stakeholders throughout the industry can support radical change.
Internet of Medical Things (IoMT) 2019: Standout Vendors in an Early Market
Internet of Medical Things (IoMT) 2019:
Standout Vendors in an Early Market
As healthcare IT has become increasingly interconnected, securing medical devices—many of which were not purpose built for usage on a computer network—has become a top priority for healthcare security professionals. In response, a plethora of Internet of Medical Things (IoMT) software has emerged, creating high purchase energy, especially among larger organizations. To better understand this market energy, KLAS spoke with 47 unique organizations that have recently selected an IoMT vendor to determine which vendors they considered and ultimately selected, what factors contributed to their decision, and how they engaged with third-party services firms. Future KLAS research will delve further into how these IoMT vendors actually perform.
Consulting for Cerner 2019: Consultant Expertise Is the Measure of Success
Consulting for Cerner 2019:
Consultant Expertise Is the Measure of Success
Organizations using Cerner’s EMR and revenue cycle software are increasingly looking for help from consulting firms to implement and optimize this software. These organizations almost universally consider Cerner’s in-house services, but those who engage Cerner for implementation or IT advisory services tend to be dissatisfied in much higher numbers than those who opt to use a third party. This report aims to help organizations find the best fit by diving into Cerner’s and other firms’ depth and breadth of experience, strategic expertise, and dedication to client success. 
Emerging Technology Spotlight: Olive AI
Emerging Technology Spotlight:
Olive AI
Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).
Pulse Check 2019 - Epic Small Practices EMR: New Visibility into an Unexplored Market
Pulse Check 2019 - Epic Small Practices EMR:
New Visibility into an Unexplored Market
Epic’s footprint among small practices (1–10 physicians) is extensive and growing as more of these clinics join local ACOs, affiliate with other organizations using Epic, or simply want the benefits that come with better clinical integration. Yet relatively little insight exists into how the solution performs for small practices or what successes and challenges these organizations encounter with Epic. This report is KLAS’ first attempt to shine a light on the experience of Epic users in small ambulatory settings.
Smart Pumps 2019 Decision Insights: Energy at the Enterprise Level
Smart Pumps 2019 Decision Insights:
Energy at the Enterprise Level
Most smart pumps today garner fairly high overall satisfaction, yet factors such as EMR interoperability, total cost of ownership, and platform consolidation lead to high variability in how often different vendors are considered. Examining 36 smart pump purchase decisions made in the last 18 months, this report considers each vendor’s market energy and the reasons smart pumps are being considered, selected, and replaced.
Global (Non-US) EMR Implementations 2019: Who Can Best Help Me Navigate My EMR Implementation?
Global (Non-US) EMR Implementations 2019:
Who Can Best Help Me Navigate My EMR Implementation?

Given the intense nature of an EMR implementation, it is natural that most projects will experience at least a few unexpected hurdles. In fact, about 30% of healthcare organizations outside the US report going over budget and 40% report vendor-missed timelines. However, feedback from recent implementations shows that some vendors are much more likely to help their clients stay on budget, on time, and within scope. Which vendors make the list?


† Data for this report was collected from organizations outside the US who contracted for an EMR between January 2016 and August 2018 and who are either currently implementing their solution or have already done so. Feedback was also collected from some organizations who have an ongoing implementation that started prior to January 2016.

Cerner Revenue Cycle Management, Report 3 of 4: Cerner Customers Cautiously Optimistic
Cerner Revenue Cycle Management, Report 3 of 4:
Cerner Customers Cautiously Optimistic
In August 2018, representatives from some of Cerner’s largest and most complex customers met with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was to provide insights that would enable Cerner to conduct a significant pivot to regain client confidence and deliver a world-class RCM solution. After the summit, Cerner made specific commitments to clients on when issues would be addressed. This report is a follow-up on Cerner’s progress toward those commitments.
Computer-Assisted Coding (CAC) 2019: Is CAC Worth the Investment?
Computer-Assisted Coding (CAC) 2019:
Is CAC Worth the Investment?
When first released, computer-assisted coding (CAC) solutions were slow to deliver hoped-for outcomes. If your organization is one of the many wondering whether they are now worth the investment, you should know this: 94% of adopters interviewed by KLAS would purchase their CAC solution again. To help organizations understand what outcomes are possible with a CAC solution and how well the various vendors help their customers achieve these outcomes, KLAS gathered two types of customer feedback: (1) general performance feedback from across each vendor’s customer base, and (2) in-depth, outcomes-related feedback from vendors’ deepest adopters.
Emerging HCIT Companies 2019 Midyear Update: Top-of-Mind Healthcare Technologies
Emerging HCIT Companies 2019 Midyear Update:
Top-of-Mind Healthcare Technologies
Annually, KLAS conducts thousands of interviews with provider organizations to better understand their experience with their healthcare IT vendors. However, not all vendors are measured by KLAS today—some emerging vendors have very small customer bases, and others work in market segments outside KLAS’ current focus. To gain insights on these emerging companies, KLAS asks interviewed organizations to share the most innovative or potentially disruptive HIT vendor they have seen or heard about recently. During the first half of 2019, 68 healthcare professionals from 66 different provider organizations responded to this question.

This report shares the top-of-mind companies and market segments that surfaced from these interviews; in the future, KLAS will monitor those companies that continue to pique market interest and gain mindshare among healthcare organizations.
Drug Diversion Monitoring 2019: An Early Look at Emerging vs. Established Technology
Drug Diversion Monitoring 2019:
An Early Look at Emerging vs. Established Technology
Given the increased nationwide focus on the opioid epidemic, there has been a surge in demand for advanced drug diversion monitoring tools. Both established and emerging vendors have responded by developing new solutions that promise next-generation technology to comprehensively and proactively monitor dispensing behaviors. This report offers an early look at how far along these vendors are and what the customer experience is like so far. Despite increased interest, few customers feel they are having a true next-generation experience with their solution today.
Payer Care Management 2019: Decision Insights Report
Payer Care Management 2019:
Decision Insights Report

While utilization management and care management solutions have been around for decades, today health plans are looking for modern technology solutions to help them manage multiple business lines and adapt to changing requirements for value-based care. While innovation overall in payer HIT is not abundant, KLAS has seen an increase in decision energy mostly from relatively or completely new vendors receiving stronger consideration than existing or established vendors.

KLAS defines payer care management solutions as systems comprising functionality in areas like utilization management, case management, disease management, and care coordination. 40 unique payer organizations shared insights with KLAS about their purchasing decision process, including which vendors they considered, selected, and decided to replace. As validated in this research, future-state goals (noted below) are becoming increasingly important in these decisions.

Medication Inventory Management 2019: How Close Is Your Vendor to Enabling True Enterprise MIM?
Medication Inventory Management 2019:
How Close Is Your Vendor to Enabling True Enterprise MIM?
Enterprise medication inventory management (MIM) can create substantial efficiency gains and financial savings, but the reality today is that no pharmacy or EMR vendor delivers the full visibility hospitals need. Even those vendors furthest down the path lag behind the inventory capabilities found in other industries, such as retail and manufacturing. To highlight which vendors have made progress and where gaps still remain, this report compares the reality of each vendor’s MIM offering with the full spectrum of capabilities required for true enterprise MIM. Additional findings are also highlighted in two areas that impact MIM—automated dispensing cabinets and medication kit/tray management solutions.
Acute Care EMR Decision Insights 2019: Buyers Unwilling to Settle
Acute Care EMR Decision Insights 2019:
Buyers Unwilling to Settle

A seamless patient record across the healthcare organization has become a universal expectation. Having integrated acute care and ambulatory records is the most-often-cited reason for a hospital of any size to look at a new EMR system. EMR systems without proven integration are rarely considered and even more rarely selected. Buyers know what is possible from an EMR, and most are now unwilling to settle for less.

Cerner, Epic, and MEDITECH are most likely to be considered for large hospitals (500+ beds) and midsize hospitals (201–500 beds). The competition for hospitals with fewer than 200 beds is much more crowded, with MEDITECH Expanse, athenahealth, Allscripts (both Sunrise™ and Paragon), CPSI, eClinicalWorks, and MEDHOST battling alongside Cerner CommunityWorks and Epic Community Connect.

DHIS International 2019 White Paper
DHIS International 2019 White Paper
On 3–4 June 2019, KLAS convened a symposium in Sitges, Spain (just outside Barcelona). This symposium brought together healthcare thought leaders from Europe and other non-US regions to wrestle with the challenges the global healthcare industry faces in adopting innovative technology to help solve healthcare-related problems. Discussion topics included policy barriers and areas of high-impact investment, such as patient engagement, AI, interoperability, telehealth, and enterprise imaging. Attendees included representatives from healthcare provider organisations—including public hospitals & trusts, regional authorities, and private healthcare groups—as well as from IT suppliers, private equity firms, industry consultants, and investment bankers. This white paper represents the collective insights shared by these attendees.
Healthcare IT Investor Update: 2019 Q3
Healthcare IT Investor Update:
2019 Q3
In the 2019 Q3 Investor Update, KLAS investment experts Chris Chandler and Ben Brown discuss market share data for the healthcare business intelligence, along with the impact of recent acquisitions in this pace, EHR satisfaction and the athenahealth purchase, and KLAS Decision Insights data. Find out how these high energy topics will impact the investing landscape moving forward.
Improving EHRs Globally: An Arch Collaborative Impact Report 2019
Improving EHRs Globally:
An Arch Collaborative Impact Report 2019
Today, achieving EHR satisfaction is a global endeavor as digitization of patient records becomes more and more common throughout the world. This report aims to increase awareness of the similarities and differences in EHR challenges faced by US and non-US health systems. To date, 189 organizations across the globe have measured the feedback of their clinicians (totaling >90,000 responses) and have received benchmarking data comparing them to similar organizations. 13 of these organizations are outside the United States. Do non-US health systems have a different perception of their EHR compared to US organizations? And if there are differences, what can each group learn from the other?

In most ways, US and non-US health systems have similar experiences with their EHRs. For both groups, system reliability and internal integration are the two aspects of the EHR generating most satisfaction. The areas where more significant differences appear are efficiency (non-US health systems are more satisfied by 12 percentage points) and external integration (US health systems are more satisfied by 9 percentage points).

How Aligned Are Provider Organizations with the Health Industry Cybersecurity Practices (HICP) Guidelines?: A KLAS-CHIME White Paper
How Aligned Are Provider Organizations with the Health Industry Cybersecurity Practices (HICP) Guidelines?:
A KLAS-CHIME White Paper
The 405(d) Task Group—convened by HHS following the Cybersecurity Act of 2015—recently released “Health Industry Cybersecurity Practices: Managing Threats and Protecting Patients” (HICP), a document containing recommendations for provider organizations on how they can reduce and mitigate their cybersecurity risks.
Outsourced Revenue Cycle Services 2019: Are Outsourced Revenue Cycle Services Worth the Investment?
Outsourced Revenue Cycle Services 2019:
Are Outsourced Revenue Cycle Services Worth the Investment?
Provider organizations investing in outsourced revenue cycle services to relieve cost and resource burdens need their firms to take true ownership of the complex revenue cycle and deliver accordingly. Unfortunately, some firms are falling short—most common for clients using full revenue cycle outsourcing (RCO). As a result, organizations are increasingly choosing and generally report more success with extended business office services (EBOS), which are more focused in scope. KLAS spoke to 140 provider organizations using RCO or EBOS to determine which firms are delivering and which are falling behind.
HIT Advisory Services 2019: Seasoned vs. Developing Firms
HIT Advisory Services 2019:
Seasoned vs. Developing Firms
Implementation and go-live work is on the decline as healthcare organizations shift their focus to more strategic projects. Many firms that traditionally provided tactical services have responded by expanding their offerings to include more HIT advisory work. Given the influx of options, organizations are asking KLAS, “Can the developing firms meet my needs, or are seasoned firms a safer bet?” The answer is that there are many high-performing options in both groups, and organizations must consider several factors to find the best fit.
Radiation Therapy 2019: Relationships a Key Driver of Value
Radiation Therapy 2019:
Relationships a Key Driver of Value
The purchase of radiation therapy equipment is a large—and often long-term—investment, and while the vendors are few, the stakes are high. To be able to provide effective treatments and attract patients (who are more mobile and more involved in their care than ever), organizations need accurate, reliable technology backed by stellar vendor support. This report will help organizations determine which vendor will give them the best value by examining (1) customer loyalty and long-term plans; (2) relationships and support; and (3) ease of use and integration.
Payer IT Consulting 2019: Which Firms Can Adapt to Meet the Complex IT Needs of Payer Organizations?
Payer IT Consulting 2019:
Which Firms Can Adapt to Meet the Complex IT Needs of Payer Organizations?
Demand for payer IT consulting services continues to rise as changing market regulations have increased the need for improved efficiency, accurate software, and ways to navigate the complex market environment. This report, KLAS’ first in the market, offers transparency into what payer IT consulting firms offer and their performance, including expertise and adaptability to customer needs (i.e., being flexible in approach and staffing and agile in making changes). At a high level, healthcare-specific firms are delivering more guidance and flexibility than cross-industry firms, though there are exceptions to this trend. 
Opioid Prescription Intelligence 2019: Providers Realizing Improved Opioid-Prescribing Outcomes
Opioid Prescription Intelligence 2019:
Providers Realizing Improved Opioid-Prescribing Outcomes
Opioid prescription intelligence solutions combat the challenge of accessing data from prescription drug monitoring programs (PDMPs) by pulling this crucial information into the EMR workflow. Hospitals and practices are seeing great success with these solutions—organizations consistently report they can better identify opiate seekers, reduce dangerous prescription mismatches, improve prescribing habits, and advance their opioid-stewardship strategies. No matter the solution organizations choose or the details of their opioid-stewardship strategy, prescription intelligence solutions can benefit patients.
Practice Management (11+ Physicians) 2019: Big Changes in a Highly Established Market
Practice Management (11+ Physicians) 2019:
Big Changes in a Highly Established Market
Practice management (PM) solutions continue to demonstrate surprising variation in performance despite their longstanding usage in ambulatory practices. This variation is partly attributable to often-changing regulatory requirements, but some PM vendors still struggle to deliver basic functionality. Others are proving that commitment to customer success can reverse poor performance or raise the bar in the market.
Can My EHR Get Me There?: An Arch Collaborative Impact Report 2019
Can My EHR Get Me There?:
An Arch Collaborative Impact Report 2019
The KLAS Arch Collaborative has collected the feedback of over 80,000 clinicians at 180+ organizations across 9 countries and found that which EHR vendor they use does not determine satisfaction on its own.
Successful Users’ Keys to EHR Satisfaction: An Arch Collaborative Impact Report 2019
Successful Users’ Keys to EHR Satisfaction:
An Arch Collaborative Impact Report 2019
In October 2018, the Arch Collaborative added an open-ended question to the end of our clinician-experience survey for those who report high satisfaction and efficiency: What do you believe that you do differently from some of your peers that enables you to be highly successful with the EHR? This question only appears for those clinicians who agree or strongly agree that the EHR enables them to deliver high-quality care and that the EHR makes them as efficient as possible. Arch Collaborative data has indicated that the keys to EHR success lie with EHR education, EHR personalization, and the organization’s culture. But what do the clinicians themselves cite? The following report highlights what the first 1,261 clinicians to answer the question above do differently to be successful, and what other clinicians who may not be using the EHR quite as successfully can learn from their peers.
Cerner Revenue Cycle Management, Report 2 of 4: Has Cerner Changed Course?
Cerner Revenue Cycle Management, Report 2 of 4:
Has Cerner Changed Course?
In August 2018, representatives from some of Cerner’s largest and most complex customers met with Cerner executives to participate in a transparent summit around revenue cycle success. The purpose of this summit was to provide Cerner with enough insight to enable Cerner to conduct a significant pivot to regain client confidence in Cerner and deliver a world-class RCM solution. After the summit, Cerner made specific commitments to clients on when issues would be addressed.
Healthcare IT Investor Update: 2019 Q2
Healthcare IT Investor Update:
2019 Q2
In the 2019 Q2 Investor Update, KLAS investment experts Chris Chandler and Ben Brown discuss market share data for the acute care EMR space, future hospital deals, and organizations' decision to outsource revenue cycle. Find out how these high energy topics will impact the investing landscape moving forward.
Emerging Technology Spotlight: SailPoint
Emerging Technology Spotlight:
SailPoint
Brand new in 2019, KLAS’s Emerging Technology Spotlight reports help provider organizations separate reality from hype in emerging healthcare markets, companies, and technologies. Each Spotlight report focuses on a single technology or company, with the ultimate goal of uncovering the early customer experience and identifying how innovative companies are solving healthcare problems. The reports are brief in nature (2–3 pages) and include a product/company overview, an initial performance assessment, a summary of the validated customer experience (via customer interviews), an interview with a company executive, and KLAS’s Points to Ponder (questions organizations should keep in mind when evaluating vendors).
RTLS 2019: Exploring Attainable Outcomes with Deep Adopters
RTLS 2019:
Exploring Attainable Outcomes with Deep Adopters
KLAS’ 2016 RTLS report revealed that many provider organizations want to do more with RTLS. This year, vendors’ deepest adopters share how they are expanding their use of RTLS solutions. What significant outcomes are they seeing because of these efforts? How can other organizations do the same? Additionally, insights from both deep adopters and vendors’ broader customer bases indicate that while most RTLS vendors successfully help organizations drive outcomes, there are a couple of vendors with which success is much less likely. 
ERP 2019: Performance in the Cloud
ERP 2019:
Performance in the Cloud
In the traditionally stagnant market of ERP (HR, finance, and/or supply chain), aging on-premises solutions are giving way to several cloud options now on the table. Given the significant lift required to move to a new ERP system, many organizations contemplating the cloud are taking the opportunity to consider all vendors, not just their incumbent. To help in this search, KLAS interviewed provider organizations who are currently live with a cloud ERP solution to find out how the solutions perform overall, what kind of support and relationships each vendor offers during implementation and beyond, and organizations’ plans for the future.
Precision Medicine Implementer's Guide 2019
Precision Medicine Implementer's Guide 2019

In March of 2019, 56 leaders from provider organizations with advanced, established precision medicine programs and 20 vendor leaders met in Chicago to learn from each other and discuss how other healthcare organizations could begin to set up and create their own precision medicine programs.

The goal of the summit was to advance healthcare and improve outcomes by encouraging the increased adoption of precision medicine technologies and disseminating the knowledge and learnings held and experienced by the organizations in attendance.

Patient Privacy Monitoring 2019: Who Stands Out in a Highly Competitive Market?
Patient Privacy Monitoring 2019:
Who Stands Out in a Highly Competitive Market?
The patient privacy environment today includes heightened regulatory demands, constrained resources, and an increasing number of PHI breaches, which are often tied to inappropriate insider access. Organizations can no longer protect patient privacy and meet regulatory demands simply by combing audit logs. They need patient privacy monitoring vendors who deliver partner-level service and strong solutions that limit false positives. KLAS interviewed 106 provider organizations to find out which vendors excel in these areas and which decision factors are key in purchasing decisions today.
Clearing the Way to Value-Based Care Success: PHM Cornerstone Summit White Paper 2019
Clearing the Way to Value-Based Care Success:
PHM Cornerstone Summit White Paper 2019
When CMS rolled out the Medicare Shared Savings Program in 2011, it helped initiate a wave of optimism that value-based reimbursement (VBR) programs would go a long way toward resolving the persistent problem of rising healthcare costs. Eight years later, some say that VBR has not lived up to its promises, and enthusiasm seems to be shrinking as many provider organizations hesitate to take on meaningful risk. Those that press forward often find that expected financial outcomes are out of reach. What happened to dampen enthusiasm? Why is success so difficult to achieve?

On November 14, 2018, leading executives from provider, payer, and vendor organizations convened in Salt Lake City, UT, to help answer these questions. Together, they identified strategic and operational barriers that have dampened VBR headway as well as potential solutions to clear the way. They also discussed ways to measure VBR progress in the future at both national and organizational levels. This document is being publicly shared to help all those that may benefit from the combined experience and expertise of summit attendees. (See page 15 for a list of attendees.)
The Nurse EHR Experience: An Arch Collaborative Impact Report 2019
The Nurse EHR Experience:
An Arch Collaborative Impact Report 2019
Since nurses work widely with the EHR, it is crucial to measure their experience with it so that opportunities for improvement can be found. And since, on average, nurses report significantly higher EHR satisfaction than physicians, it is also important to understand their successes; doing so provides vital information about how to improve EHR satisfaction for all clinicians.
Decision Insights 2019: National Trends
Decision Insights 2019:
National Trends
IV Compounding 2019: New Options Garner Consideration, But Traditional Solutions Still Outperform
IV Compounding 2019:
New Options Garner Consideration, But Traditional Solutions Still Outperform
While patient safety and regulatory compliance are the main purchasing drivers for IV workflow management solutions and IV robots, many organizations are also looking to consolidate their pharmacy systems. To this end, organizations are wondering whether the workflow management solutions from EMR vendor Epic and broader pharmacy vendors BD and Omnicell are performing on par with those of the strong traditional players Baxter and Grifols. IV robots continue to fall short of customers’ expectations, though vendor acquisitions and mergers have shifted the performance landscape. Against this market backdrop, this report examines vendor differentiation in the key areas of market energy, patient safety, product throughput, and functionality.