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EMR-Centric Virtual Care Platforms
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Key Platform Capabilities - During-Visit
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Release of Information
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Virtual Care Platforms
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Business Solutions Implementation Services
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HIT Implementation Leadership (Large)
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IV Workflow Management
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Medication Inventory Management
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Interoperability Platforms
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Patient Intake Management
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Patient Portals
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Practice Management
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Small Practice Ambulatory EMR/ PM
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Home Health
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Charge Capture
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Chargemaster Management
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Claims Management
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Complex Claims Services
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Contract Management
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Insurance Discovery
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Release of Information
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Speech Recognition - Front-End EMR
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Transcription Services
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Patient Flow
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Patient Privacy Monitoring
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Real-Time Location Systems (RTLS)
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Health Information Exchange (HIE)
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EMR-Centric Virtual Care Platforms
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Healthcare IoT Security
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Identity & Access Management
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Healthcare Management Consulting
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PACS - Global, Non-US
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Employer Sponsored Healthcare Services
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Decision Insights CDS Point of Care Reference 2021 05 October 21 | Jennifer Hickenlooper and Joe VanDeGraaff Healthcare organizations typically use multiple clinical point-of-care reference systems to satisfy different users and address various use cases. But COVID-19 cost pressures, recent system updates, and the desire to standardize care have prompted organizations to reevaluate existing solutions and their CDS strategy. To help organizations navigate their options, this report seeks to illuminate the pros and cons of established clinical point-of-care solutions; it also provides an early look at
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Emerging Technology SureTest 22 October 21 | Kaleb Harris and Spencer Larson Provider organizations regularly need to upgrade and update their IT applications. Testing to ensure previous workflows remain intact is a monotonous, manual process that diverts resources from patient care. SureTest’s automated testing tool streamlines the testing process and significantly reduces staff hours devoted to testing. This report examines customer experiences to see how SureTest is helping provider organizations gain valuable hours by automating this testing process.
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EMR Impact EMR Improvement Collaborative 18 May 17 | Aaron Gleave, Adam Gale, Bob Cash and Taylor Davis The KLAS EMR Improvement Collaborative was created to help healthcare organizations learn from one another. KLAS measures the usability of EMRs and providers" skills and satisfaction with the EMRs in order to learn the keys to maximizing EMR efficiency.
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Performance MEDITECH Implementation Services 2021 28 October 21 | Cathy McCabe, Doug VanWagenen and Kaleb Harris When implementing a MEDITECH EMR, provider organizations must use a firm that is certified by MEDITECH (i.e., READY-certified). There are many READY-certified firms in the market, and MEDITECH has recently joined the competition by offering their own implementation services. To help provider organizations navigate their options, this report seeks to share which firms consistently provide high-quality services and provides an early look at the client experience with MEDITECH’s implementation services.
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Best in KLAS 2021 Best in KLAS Awards - Global Software 02 February 21 | Mark Allphin and Sam Eaquinto 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.
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Performance MEDITECH Implementation Services 2021 28 October 21 | Cathy McCabe, Doug VanWagenen and Kaleb Harris When implementing a MEDITECH EMR, provider organizations must use a firm that is certified by MEDITECH (i.e., READY-certified). There are many READY-certified firms in the market, and MEDITECH has recently joined the competition by offering their own implementation services. To help provider organizations navigate their options, this report seeks to share which firms consistently provide high-quality services and provides an early look at the client experience with MEDITECH’s implementation services.
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/report/meditech-implementation-services-2021/1851
Decision Insights CDS Point of Care Reference 2021 05 October 21 | Jennifer Hickenlooper and Joe VanDeGraaff Healthcare organizations typically use multiple clinical point-of-care reference systems to satisfy different users and address various use cases. But COVID-19 cost pressures, recent system updates, and the desire to standardize care have prompted organizations to reevaluate existing solutions and their CDS strategy. To help organizations navigate their options, this report seeks to illuminate the pros and cons of established clinical point-of-care solutions; it also provides an early look at the recent collaboration between EBSCO Information Services and IBM Watson Health.
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Performance Clinical Communication Platforms 2021 30 September 21 | Paul Hess and Paul Warburton Many acute care organizations’ clinical communication strategies have moved far beyond clinician messaging and now aim to streamline communication across most areas of the hospital. Having thoughtfully deployed enterprise communication platforms, these organizations report a myriad of powerful outcomes. This report examines these outcomes as well as which vendors best drive efficient, timely communication, support adoption across a variety of user roles, and earn high confidence in their ability to facilitate customers’ future goals.
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Perception Digital Front Door 2021 28 September 21 | Adam Cherrington and Dan Czech Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.
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Performance Middle East & Africa EMR 2021 09 September 21 | Everton Santos and Sidney Tate Many healthcare organizations in the Middle East and some in Africa have made EMR purchase decisions over the last five years (2016–2020). In that time, KLAS has validated 86 EMR decisions—72 in the Middle East and 14 in Africa—impacting over 320 hospitals, with decisions made in 2018–2020 impacting (on average) at least twice as many facilities as decisions made in 2016–2017. This report will examine the customer satisfaction, market share, and recent wins and market energy of EMR vendors in the Middle East and Africa. Compared to KLAS’ previous report on EMRs in the Middle East (published in 2019), this study includes performance data on a significantly higher number of vendors, providing more expansive insights, particularly into the Middle East market.
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Perception Healthcare Operations Command Center Ecosystem 2021 05 August 21 | Emily Paxman, Jennifer Hickenlooper and Tanya Egbert Implementations of healthcare operations command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. KLAS’ research shows commandcenters can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction (highlighted explicitly by providers during the pandemic). This study (1) introduces the healthcare operations command center ecosystem —a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors’ stated offerings match up to that framework and providers’ needs, and (2) shares critical insights and best practices from providers and vendors regarding what it takes to successfully implement and optimize a command center. For some areas detailed in this report, KLAS already measures vendor performance, and links to that content are provided where applicable. However, note that information about vendors in this report is based mainly on vendor-reported information. Future research will further validate capabilities and dive deeper into vendor performance.
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Performance Gravimetric Verification In IV Workflow Management 2021 06 July 21 | Jackson Tate and Paul Warburton Gravimetric verification has been touted as a way to drive significant patient safety gains, and most major IV workflow management vendors have released this functionality. However, the associated challenges (e.g., maintaining an accurate drug density database, changes to compounding workflows) have hurt perceived value for some healthcare organizations, and so far, only BD has demonstrated broad deployment in their customer base. This report examines the maturity of vendors’ gravimetric verification functionality, provides a first look at BD’s performance in this area, and assesses how the technology affects purchase decisions across the market.
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Perception Security & Privacy Consulting Services 2021 29 June 21 | Ciera Walker and Kaleb Harris In a constantly shifting security environment, many healthcare organizations choose to engage outside firms to help them improve their security posture and reduce risk. To differentiate the many firms that offer such services, KLAS spoke with security and IT leaders from 74 healthcare organizations of various sizes to understand (1) what makes a security and privacy consulting firm a true partner, (2) which firms are perceived to have the strong security services offering that healthcare organizations need, (3) how these perceptions compare to the experiences of actual clients, and (4) how the COVID-19 pandemic has affected healthcare organizations’ security programs.
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Perception Digital Front Door 2021 28 September 21 | Adam Cherrington and Dan Czech Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.
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Performance Ambulatory Surgery Center EMR 2021 07 September 21 | Aaron Gleave and Alex McIntosh As more medical care moves to ambulatory settings, ambulatory surgery centers (ASCs) are gaining momentum in both general and specialty settings. Today, the vast majority of ASCs use paper for their clinical documentation, but the market is shifting. Some newer vendors have begun offering EMRs for ASCs alongside their specialty-specific EMRs. Organizations can choose from ASC-specific solutions or integrated ambulatory solutions. Across vendors, the value is clear—nearly all interviewed organizations have achieved high physician adoption of clinical documentation tools and can complete all documentation in the EMR. And nearly all feel their EMR has helped them deliver better patient care and drive clinical outcomes. This report examines how vendors in this market measure up in key areas.
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Performance Emerging Post–Acute Care Product Suites 2021 19 August 21 | Emily Paxman and Paul Hess
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Performance EMR-Centric Virtual Care Platforms 2021, Part 1 24 June 21 | Aaron Gleave and Alex McIntosh Though many ambulatory and acute care EMR vendors already had plans pre-COVID to create, acquire, or expand virtual care capabilities, the emergence of the pandemic obviously necessitated an accelerated development pace. Based 100% on vendor-provided information (not yet validated by KLAS), this report explores what virtual care capabilities are available from EMR vendors and how these solutions are being deployed. Many EMR vendors were invited to participate in this report; those who responded are included in the charts below. Part two of this report (scheduled for release later in 2021) will explore the actual customer experience for as many of these solutions as possible, regardless of vendor participation. Note: For information on the broader telehealth ecosystem (including telehealth technology from non-EMR vendors), see KLAS’ recent Telehealth Ecosystem 2021 report .
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Flash Insights Information Blocking 12 May 21 | Coray Tate and Paul Warburton The final rule from the Office of the National Coordinator for Health Information Technology (ONC) regarding the 21st Century Cures Act went into effect April 5, 2021, and includes new regulations regarding interoperability and information blocking. Just before the rule’s start date, KLAS reached out to provider organizations to understand what they have done to prepare, what the biggest challenges were, and how they think the changes will impact interoperability. Feedback from 42 respondents is explored below.
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Performance Home Health EHR 2021 23 February 21 | Jonathan Christensen and Paul Hess Home health agency growth and consolidation have resulted in increasingly larger agencies, many of whom are seeking economies of scale and need strong IT solutions to drive them into the future. This report highlights home health EHR vendors’ performance among midsize and larger home health agencies (average daily census of >200) and explores a few key questions: Which vendors are most often used by midsize or larger organizations, and how do they perform? Are other vendors challenging Homecare Homebase’s significant presence in the largest agencies? How have recent acquisitions impacted satisfaction for MatrixCare (Brightree), Netsmart, and WellSky customers? Which solutions are most commonly used by independent agencies versus those owned by health systems?
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Performance Large Ambulatory EMR 2021 02 February 21 | Aaron Gleave and Alex McIntosh Clinicians often see the EMR as an obstacle and not an ally. That does not have to be the case. By analyzing feedback from over 180,000 doctors and nurses, KLAS’ Arch Collaborative † has uncovered keys to helping clinicians achieve EMR mastery and success. One of the most important is high-quality training, which requires significant internal organizational effort as well as support and resources from the EMR vendor. This study—focused on the experience of large ambulatory organizations (i.e., those with over 75 physicians)—examines how well EMR vendors fulfill their role to provide needed training, allow user-driven personalization, enable patient-centered care, and support continued progress in EMR proficiency. Data in this report comes from two sources: Arch Collaborative research and KLAS performance research. † The Arch Collaborative is a provider-led effort to unlock the potential of EMRs in revolutionizing patient care. Through standardized surveys and benchmarking, healthcare organizations collaborate to uncover best practices and move the needle in healthcare IT.
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Best in KLAS 2021 Best in KLAS Awards - Software and Professional Services 02 February 21 | Mark Allphin and Sam Eaquinto The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2021. Watch sessions from our first-ever virtual Best In KLAS Award Show to hear from the winning vendors in each segment. View Awards Show Recordings
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Performance Extended Business Office Services 2021 21 October 21 | Alex McIntosh and Mac Boyter Citing labor shortages, slimmer budgets, and higher costs, more and more healthcare organizations are turning to outside firms to fill gaps in their business office operations and meet their revenue cycle needs. With specialized expertise, firms that offer extended business office services (EBOS) can achieve economies of scale, allowing healthcare organizations to remain profitable while delivering quality care. The firms measured in this report have previously been included in KLAS’ revenue cycle outsourcing (RCO) research; given increased market interest, the EBOS segment is now measured independently.
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Performance Data and Analytics Platforms 2021 21 September 21 | Lois Krotz and Ryan Pretnik The need in healthcare for broader, deeper analytics has increased dramatically, and provider organizations are now looking for consolidated, end-to-end analytics platforms that offer a wide variety of capabilities. To validate what is possible with these solutions, KLAS gave vendors with broad analytics offerings the opportunity to identify their deepest platform adopters. We then interviewed three such organizations for each vendor and validated their adoption across the five pillars of a data and analytics platform (see framework below). To provide additional context as to how vendors perform, this report also includes customer experience data collected from the broader base of platform users.
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Perception Healthcare Operations Command Center Ecosystem 2021 05 August 21 | Emily Paxman, Jennifer Hickenlooper and Tanya Egbert Implementations of healthcare operations command centers have increased substantially in recent years. The value of a centralized approach to healthcare operations was emphasized by the COVID-19 pandemic and the inefficiencies it brought to light. KLAS’ research shows commandcenters can drive significant outcomes, including improved efficiency, increased revenue, and enhanced patient safety and satisfaction (highlighted explicitly by providers during the pandemic). This study (1) introduces the healthcare operations command center ecosystem —a framework for the many capabilities and services that can be deployed under the command center umbrella, including how vendors’ stated offerings match up to that framework and providers’ needs, and (2) shares critical insights and best practices from providers and vendors regarding what it takes to successfully implement and optimize a command center. For some areas detailed in this report, KLAS already measures vendor performance, and links to that content are provided where applicable. However, note that information about vendors in this report is based mainly on vendor-reported information. Future research will further validate capabilities and dive deeper into vendor performance.
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Performance Nurse & Staff Scheduling 2021 29 July 21 | Ciera Walker and Tanya Egbert As one of healthcare organizations’ largest operational costs, staffing is a top-of-mind concern. Though not yet widely used, workload balancing can provide insight into staffing gaps and help organizations make equitable assignments based on census data, patient acuity, and staff credentials. This report examines the customer experience of current workload balancing users to help organizations that are considering the tools understand the potential benefits and pitfalls and which nurse and staff scheduling vendors have experience with organizations of their size.
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Decision Insights Enterprise Resource Planning 2021 15 July 21 | Sam Eaquinto and Tanya Egbert The enterprise resource planning (ERP) market continues to see high purchase energy. Although many healthcare organizations have already switched to cloud platforms, others still use superseded solutions and are faced with a tough decision: do they switch to the cloud offering from their incumbent vendor or take their chances with a new ERP partner? This report examines 65 recent or upcoming ERP purchase decisions to determine the main factors guiding organizations’ ERP platform selections.
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Performance Population Health Vendor Overview 2021 22 June 21 | Bradley Hunter and Cathy McCabe Provider organizations looking to advance their value-based care strategies often look to population health management (PHM) technology to give them the confidence to move forward with value-based care. This report seeks to provide transparency into the major PHM technology offerings available today—the types of organizations that typically use the systems, what the customer experience is like, which solutions are seeing the most market energy, and the breadth of their PHM capabilities. PHM insights that go beyond this study’s general overview can be found here .
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Emerging Technology Swellbox 18 June 21 | Mac Boyter and Sam Eaquinto Accelerating an ongoing healthcare trend, the Department of Health and Human Services’ Office for Civil Rights has proposed changes that would strengthen a patient"s right to gain access to their own health information. Swellbox provides tools and support to empower patients to access their PHI. This report looks to validate the outcomes and satisfaction of Swellbox clients on this important topic.
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Performance Patient Privacy Monitoring 2021 03 June 21 | Ciera Walker and Joe VanDeGraaff To combat the rising number of patient privacy breaches, healthcare organizations are increasingly using patient privacy monitoring solutions for regulatory compliance, efficiency, and peace of mind around medical record access. Overall, patient privacy monitoring is one of the highest-scoring markets KLAS measures. For this report, KLAS interviewed 148 healthcare organizations about their customer experience and tracked 48 recent purchase decisions through our Decision Insights † research to learn why certain solutions are being chosen and who can reliably lead organizations to success. † Note: KLAS’ Decision Insights data conveys the future plans of current and potential customers in a given market segment. For more details, see the About This Report section.
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Emerging Technology SureTest 22 October 21 | Kaleb Harris and Spencer Larson Provider organizations regularly need to upgrade and update their IT applications. Testing to ensure previous workflows remain intact is a monotonous, manual process that diverts resources from patient care. SureTest’s automated testing tool streamlines the testing process and significantly reduces staff hours devoted to testing. This report examines customer experiences to see how SureTest is helping provider organizations gain valuable hours by automating this testing process.
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Performance PHM Downside Risk 2021 14 October 21 | Bradley Hunter and Cathy McCabe In the United States, just 10% of the average healthcare organization’s revenue comes from downside risk contracts. However, several health systems are ahead of the curve, and their valuable insights on adopting downside risk can help peers figure out how to move the needle on value-based reimbursement (VBR). KLAS worked with population health management (PHM) vendors to identify which of their customers are most advanced in adoption of downside risk contracts and then conducted interviews with top executives at 15 of these organizations. We spoke with large, midsize, and small health systems as well as a handful of ACOs, highlighting the fact that with the right technology and organizational structure and buy-in, organizations of all types can make significant progress toward VBR. The Executive Insights portion of this report explores what outcomes the organizations have achieved as well as their aggregated insights regarding keys to success, lessons learned, and potential pitfalls. Case studies for each of the participating organizations provide additional detail and can be found in the Expanded Insights section of the report.
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White Paper Health at Home White Paper 2021 29 September 21 | Ciera Walker and Schafer Jackson
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Perception Digital Front Door 2021 28 September 21 | Adam Cherrington and Dan Czech Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.
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Performance Data and Analytics Platforms 2021 21 September 21 | Lois Krotz and Ryan Pretnik The need in healthcare for broader, deeper analytics has increased dramatically, and provider organizations are now looking for consolidated, end-to-end analytics platforms that offer a wide variety of capabilities. To validate what is possible with these solutions, KLAS gave vendors with broad analytics offerings the opportunity to identify their deepest platform adopters. We then interviewed three such organizations for each vendor and validated their adoption across the five pillars of a data and analytics platform (see framework below). To provide additional context as to how vendors perform, this report also includes customer experience data collected from the broader base of platform users.
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First Look ViTel Net 06 August 21 | Schafer Jackson and Tyler Sycamore As telehealth strategies mature beyond virtual visits, providers are looking for a virtual care platform that will allow them to interoperate with solutions like remote patient monitoring, interpretive services, imaging, and the EMR to make data more accessible and improve outcomes. Since clinical workflows are unique to each service line, the platform needs to be configurable and scalable to meet the needs of each organization. ViTel Net vCareCommand is a platform that allows healthcare organizations to connect the aforementioned solutions while configuring a specific workflow for each service line. The aim of this report is to validate the configured workflows, interoperability, and outcomes achieved by healthcare organizations using the ViTel Net platform.
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Perception Global (Non-US) Virtual Visit Solutions 2021 03 August 21 | Jeremy Goff and Jonathan Christensen Across the globe, COVID-19 forced provider organizations to explore new ways to safely meet with and care for patients. While regulations may shift in the post-COVID world, most countries are unlikely to roll them back completely, meaning telehealth is here to stay. For this study, KLAS interviewed 113 organizations outside the US about their current state with and future plans for virtual visit technology. 90% have adopted virtual visit technology, and in total, they mentioned using or considering the commercial video visit platforms, public telehealth platforms, or video conferencing platforms of 56 different vendors. At the onset of the COVID-19 pandemic, organizations rolled out technology in a matter of weeks, and most plan to reevaluate these solutions in the near future. What types of platforms and which vendors are being used and considered most often? Who is likely to lose customers and why?
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Emerging Technology CareSimple 25 June 21 | Sam Eaquinto and Schafer Jackson To broaden their virtual care strategies, many healthcare organizations are looking for ways to remotely monitor patients, generate additional revenue, and improve outcomes. CareSimple offers a cloud-based remote patient monitoring (RPM) solution that includes cellular-enabled devices and key services to help organizations optimize their RPM approach. This report aims to validate the performance and scalability of their offering.
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First Look Armis 08 October 21 | Joe VanDeGraaff and Spencer Larson With the expansion of medical and non-medical devices that connect to the internet, security for the internet of things (IoT) is a top priority for healthcare organizations. As ransomware cases have increased, the ability to identify, monitor, and secure all network devices has become critical. This study is an early look at customers’ experience with Armis, a cross-industry vendor that has gained traction in the growing healthcare IoT security market.
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Perception Security & Privacy Consulting Services 2021 29 June 21 | Ciera Walker and Kaleb Harris In a constantly shifting security environment, many healthcare organizations choose to engage outside firms to help them improve their security posture and reduce risk. To differentiate the many firms that offer such services, KLAS spoke with security and IT leaders from 74 healthcare organizations of various sizes to understand (1) what makes a security and privacy consulting firm a true partner, (2) which firms are perceived to have the strong security services offering that healthcare organizations need, (3) how these perceptions compare to the experiences of actual clients, and (4) how the COVID-19 pandemic has affected healthcare organizations’ security programs.
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Performance Patient Privacy Monitoring 2021 03 June 21 | Ciera Walker and Joe VanDeGraaff To combat the rising number of patient privacy breaches, healthcare organizations are increasingly using patient privacy monitoring solutions for regulatory compliance, efficiency, and peace of mind around medical record access. Overall, patient privacy monitoring is one of the highest-scoring markets KLAS measures. For this report, KLAS interviewed 148 healthcare organizations about their customer experience and tracked 48 recent purchase decisions through our Decision Insights † research to learn why certain solutions are being chosen and who can reliably lead organizations to success. † Note: KLAS’ Decision Insights data conveys the future plans of current and potential customers in a given market segment. For more details, see the About This Report section.
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Best in KLAS 2021 Best in KLAS Awards - Software and Professional Services 02 February 21 | Mark Allphin and Sam Eaquinto The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2021. Watch sessions from our first-ever virtual Best In KLAS Award Show to hear from the winning vendors in each segment. View Awards Show Recordings
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Decision Insights Identity and Access Management 2020 03 December 20 | Dan Czech and Joe VanDeGraaff As healthcare continues its measured move to the cloud, healthcare provider organizations can no longer protect data solely through firewalls and strong perimeter defenses—the digital identity must be protected as well. With organizations replacing homegrown identity and access management (IAM) solutions with commercial options, new vendors have entered the healthcare arena, and longstanding single sign-on (SSO) vendors have expanded their suites. To understand which vendors are being replaced, considered, and purchased and what factors drive these decisions, this report combines customer satisfaction insights with feedback from 40 unique healthcare provider organizations that have recently made an IAM technology purchase decision.
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Decision Insights Healthcare IoT Security 2020 09 November 20 | Dan Czech and Joe VanDeGraaff Adoption of security solutions for the healthcare internet of things (IoT) continues to grow as healthcare organizations look for ways to understand and manage the risk associated with connected devices. In most deployments, the focus has shifted from securing mainly medical devices to covering both medical devices and the broader IoT devices found in healthcare settings. As the market matures, organizations are also beginning to look beyond core capabilities—where most solutions are comparable—to factors like cost, ROI, expertise, and vendor culture when making buying decisions. With many strong options in the market, the bar for vendors is high. KLAS spoke with 51 healthcare organizations to understand which vendors are being selected and why and to glean early insights into customer satisfaction.
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Decision Insights Internet of Medical Things (IoMT) 2019 01 October 19 | Dan Czech and Joe VanDeGraaff 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.
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Emerging Technology SailPoint 25 April 19 | Erik Bermudez 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).
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Performance MEDITECH Implementation Services 2021 28 October 21 | Cathy McCabe, Doug VanWagenen and Kaleb Harris When implementing a MEDITECH EMR, provider organizations must use a firm that is certified by MEDITECH (i.e., READY-certified). There are many READY-certified firms in the market, and MEDITECH has recently joined the competition by offering their own implementation services. To help provider organizations navigate their options, this report seeks to share which firms consistently provide high-quality services and provides an early look at the client experience with MEDITECH’s implementation services.
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Performance Extended Business Office Services 2021 21 October 21 | Alex McIntosh and Mac Boyter Citing labor shortages, slimmer budgets, and higher costs, more and more healthcare organizations are turning to outside firms to fill gaps in their business office operations and meet their revenue cycle needs. With specialized expertise, firms that offer extended business office services (EBOS) can achieve economies of scale, allowing healthcare organizations to remain profitable while delivering quality care. The firms measured in this report have previously been included in KLAS’ revenue cycle outsourcing (RCO) research; given increased market interest, the EBOS segment is now measured independently.
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Perception Healthcare Consulting and Services 2021 30 September 21 | Cathy McCabe and Warren Whitford No industry has been impacted by COVID-19 quite like healthcare, and many provider organizations now have new ideas about what the future will look like. For this study, KLAS asked 140 healthcare leaders (from C-suites to directors in both IT and non-IT roles) to identify which areas of future focus are most likely to require help from consulting firms and which firms are best positioned to offer guidance.
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First Look ViTel Net 06 August 21 | Schafer Jackson and Tyler Sycamore As telehealth strategies mature beyond virtual visits, providers are looking for a virtual care platform that will allow them to interoperate with solutions like remote patient monitoring, interpretive services, imaging, and the EMR to make data more accessible and improve outcomes. Since clinical workflows are unique to each service line, the platform needs to be configurable and scalable to meet the needs of each organization. ViTel Net vCareCommand is a platform that allows healthcare organizations to connect the aforementioned solutions while configuring a specific workflow for each service line. The aim of this report is to validate the configured workflows, interoperability, and outcomes achieved by healthcare organizations using the ViTel Net platform.
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Perception Global (Non-US) Virtual Visit Solutions 2021 03 August 21 | Jeremy Goff and Jonathan Christensen Across the globe, COVID-19 forced provider organizations to explore new ways to safely meet with and care for patients. While regulations may shift in the post-COVID world, most countries are unlikely to roll them back completely, meaning telehealth is here to stay. For this study, KLAS interviewed 113 organizations outside the US about their current state with and future plans for virtual visit technology. 90% have adopted virtual visit technology, and in total, they mentioned using or considering the commercial video visit platforms, public telehealth platforms, or video conferencing platforms of 56 different vendors. At the onset of the COVID-19 pandemic, organizations rolled out technology in a matter of weeks, and most plan to reevaluate these solutions in the near future. What types of platforms and which vendors are being used and considered most often? Who is likely to lose customers and why?
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Perception Security & Privacy Consulting Services 2021 29 June 21 | Ciera Walker and Kaleb Harris In a constantly shifting security environment, many healthcare organizations choose to engage outside firms to help them improve their security posture and reduce risk. To differentiate the many firms that offer such services, KLAS spoke with security and IT leaders from 74 healthcare organizations of various sizes to understand (1) what makes a security and privacy consulting firm a true partner, (2) which firms are perceived to have the strong security services offering that healthcare organizations need, (3) how these perceptions compare to the experiences of actual clients, and (4) how the COVID-19 pandemic has affected healthcare organizations’ security programs.
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Emerging Technology Swellbox 18 June 21 | Mac Boyter and Sam Eaquinto Accelerating an ongoing healthcare trend, the Department of Health and Human Services’ Office for Civil Rights has proposed changes that would strengthen a patient"s right to gain access to their own health information. Swellbox provides tools and support to empower patients to access their PHI. This report looks to validate the outcomes and satisfaction of Swellbox clients on this important topic.
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Performance Application Management & Help Desk Services 2021 25 May 21 | Cathy McCabe and Ryan Oliver The COVID-19 pandemic accelerated the demand for IT managed services, especially patient-facing help desk services. In addition, demand for third-party application management services (AMS) has increased as provider organizations seek to free up internal staff to work on strategic initiatives. This report examines which firms execute well and drive outcomes in AMS and help desk engagements.
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Decision Insights Cardiology 2021 14 July 21 | Doug Tolley, Monique Rasband and Sam Eaquinto While enterprise imaging (EI) is on healthcare organizations’ minds, many currently use multiple vendors for different imaging needs. For cardiology in particular, organizations frequently must piece together multiple systems to meet their structured reporting needs. Today, a number of organizations are replacing their legacy cardiology solutions and/or evaluating cardiology in the context of their long-term EI strategy (including structured reporting in the CVIS). No cardiology offering stands out with great customer satisfaction—each of the last three years has seen a different vendor win Best in KLAS for cardiology. This report examines 38 recent cardiology purchase decisions and the factors driving these decisions.
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Performance Enterprise Imaging 2021 24 March 21 | Monique Rasband and Taylor Davis KLAS estimates that just over 200 organizations in the US are live with enterprise imaging (EI) technology, defined here as the ability to store and/or view images across the enterprise from more than one service line, PACS, or long-term storage solution. KLAS interviewed leaders from 138 of the deepest adopting organizations (over 60% of all organizations live) to gain insights into their experience. A single question guided the interviews: Is EI technology ready for broad adoption by the market at large? By examining recent go-lives, customer-reported ROI, and vendor’s strategic ability, this report identifies each vendor’s proof points of success and reasons for caution, seeking to determine which vendors are best poised to meet needs as EI adoption expands.
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Best in KLAS 2021 Best in KLAS Awards - Software and Professional Services 02 February 21 | Mark Allphin and Sam Eaquinto The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2021. Watch sessions from our first-ever virtual Best In KLAS Award Show to hear from the winning vendors in each segment. View Awards Show Recordings
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Best in KLAS 2021 Best in KLAS Awards - Global Software 02 February 21 | Mark Allphin and Sam Eaquinto 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.
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Performance Latin America PACS 2021 26 January 21 | Eder Lagemann and Jonathan Christensen PACS purchasing continues to grow in Latin America as healthcare organizations advance their imaging storage and access strategies. To help organizations find the best fit for their needs, this report examines the regional footprint of and customer satisfaction with various PACS solutions in Latin America. Altogether, customer satisfaction feedback was collected from 75 respondents, representing 65 separate organizations in 13 countries and territories. Insights will be examined first for Latin America as a whole, then for Brazil, and then for other countries throughout the region, collectively referred to as Spanish-speaking Latin America (this grouping also includes a small amount of feedback from several Caribbean nations).
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Performance Cardiology 2020 13 January 21 | Emily Paxman, Lauren Barton and Monique Rasband Structured reporting continues to dominate cardiology conversations. This report provides not only a much-needed update on breadth of structured reporting adoption but also a first look at depth of adoption, since actual physician use is the only way to drive outcomes. While the market hasn’t reached the structured reporting tipping point yet, physician adoption is driving progress and generating value. This study also shares details on the hemodynamics experience (both overall satisfaction and important trends).
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White Paper Enterprise Imaging Virtual Gathering 2020 White Paper 25 December 20 | Lauren Barton and Monique Rasband 2020 has been full of challenges, with a global pandemic, economic crisis, remote work reimagined, and so many areas of everyday life impacted as a result. Despite these challenges, the enterprise imaging (EI) market continues to march forward. In a poll of 25 leading health systems, 72% of organizations report that their enterprise imaging strategy progressed despite facing significant barriers due to COVID-19. This shows that enterprise imaging is possible even in trying times.
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Performance A Digital Pathology Addendum 2020 15 October 20 | Eder Lagemann and Jonathan Christensen In 2019, KLAS published our first look at digital pathology solutions. A number of leading organizations using digital pathology solutions for primary diagnosis were interviewed, with particular focus on reference sites from vendors in North America and Europe. The study highlighted some of the most prevalent vendors in the market, such as Philips and Sectra. KLAS also validated organizations using or considering other vendors, including TRIBVN Healthcare, for imaging management (i.e., PACS/workflow). TRIBVN Healthcare came to KLAS’ attention too late for them to be fully measured in the 2019 report. However, the vendor has since shared a customer list with KLAS, and this addendum examines the experience of those customers. The framework below—from the 2019 report—details the technologies that healthcare organizations need to get started with digital pathology. For more on the performance of other digital pathology vendors, the best practices recommended by successful organizations, and potential benefits of the technology, see the full report .
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Performance HealthEdge Core Payer Administration Platform 2021 26 October 21 | Jennifer Hickenlooper and Joe VanDeGraaff Though core administration platforms are essential for payer organizations, many of the products in the market are perceived as outdated, complex, and low performing (the market has one of the lowest average performance scores of any KLAS measures). However, HealthEdge has recently seen increased attention from both small and large health plans, who view the vendor’s technology as innovative and who have been asking KLAS for vendor insights. This report examines the experience of HealthEdge customers and how the HealthEdge technology stands out from competitors’.
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Perception Digital Front Door 2021 28 September 21 | Adam Cherrington and Dan Czech Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.
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First Look Pareto Intelligence 25 June 21 | Ryan Pretnik and Sam Eaquinto Analytics and risk adjustment are hot topics due to the expenses associated with value-based care, government regulations, and CMS programs. Pareto Intelligence’s revenue integrity solution attempts to provide organizations with actionable data to improve their risk documentation outcomes. This report examines the Pareto customer experience.
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Performance Payer Care Management 2021 27 May 21 | Jennifer Hickenlooper and Joe VanDeGraaff In the past, payers have struggled with vendors’ care management solutions not keeping pace with functionality and support needs. Recent market shifts, such as M&A activity and leadership and ownership changes, along with the need for better payer/provider collaboration have created energy and optimism around the future of some vendors. Which vendors are stepping up, and which are missing the mark? This report focuses on how well vendors are helping organizations achieve desired outcomes through delivery of needed technology, excellent support and service, and follow-through on promises.
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Performance Telehealth Ecosystem 2021 20 May 21 | Adam Cherrington and Ciera Walker The COVID-19 pandemic greatly accelerated healthcare delivery organizations’ adoption of telehealth and virtual care technologies. As these organizations scrambled to meet the immediate demand, they quickly implemented solutions that often required few resources and met focused needs. At the same time, vendors quickly pivoted to either develop dedicated telehealth products or add telehealth capabilities to existing offerings, creating a sea of options. This study, along with additional deep-dive content on KLAS’ website , shows which vendors report the broadest telehealth capabilities and aims to help organizations navigate different options as they look to consolidate systems and define their long-term telehealth strategy. For reader ease, links to relevant online content are provided where applicable. Note that the vendor-capability data in this report is based on vendor-reported information.
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Performance ACO Enablement Services 2021 27 April 21 | Bradley Hunter and Cathy McCabe The initial explosive growth of ACOs sparked by the Affordable Care Act has since tapered off due to uncertainty about how to move into downside risk. Over the years, several services firms have emerged to help provider organizations with the setup and ongoing management of ACOs. This report shares client feedback on how effectively and quickly these firms drive clinical and financial impact and prepare clients to take on more risk.
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Emerging Technology Vatica Health 20 April 21 | Ryan Pretnik and Sam Eaquinto Vatica Health provides dedicated clinical support and technology to payers’ contracted physicians to improve diagnostic coding, documentation, and quality of care for members. Vatica Health’s team works on-site to lend providers support, enabling payers to manage members and their care while also increasing financial impact and reducing compliance risk.
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Best in KLAS 2021 Best in KLAS Awards - Software and Professional Services 02 February 21 | Mark Allphin and Sam Eaquinto The Best in KLAS report recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. A Best in KLAS award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide. Read the report to see the top-rated medical software and services for 2021. Watch sessions from our first-ever virtual Best In KLAS Award Show to hear from the winning vendors in each segment. View Awards Show Recordings
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