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Global (Non-US) Healthcare IT Trends 2024:
Navigating Organizational Priorities amid Labor, Budget, and Regulatory Pressures
Navigating Organizational Priorities amid Labor, Budget, and Regulatory Pressures
As healthcare organizations face tight labor markets, constrained budgets, staff burnout, and government regulations, their priorities and investment plans for healthcare IT are shifting. To understand these issues and resulting priorities, KLAS interviewed 219 healthcare organizations in 42 countries/territories about their priorities for IT investments, plans for leveraging the cloud, and consideration of consulting firms for future engagements. This report also examines how priorities have changed since KLAS’ previous report on these trends in 2023. (This research focuses on countries outside the US. See this report to learn more about US organizations’ investment priorities.)
Ambulatory Pediatric Solutions 2024:
How Well Are Pediatric-Specific Vendors & Broad-Specialty Vendors Addressing Customer Needs?
How Well Are Pediatric-Specific Vendors & Broad-Specialty Vendors Addressing Customer Needs?
Amid changing regulations from entities like the American Academy of Pediatrics and HIPAA, pediatric clinics’ functionality needs are increasing and becoming more specific. Most ambulatory pediatric practices are small organizations with limited budgets, and they have to prioritize functionalities that are most important and forgo others to stay within budget. In addition to established pediatric-specific vendors, broad-specialty vendors are addressing this challenge by developing pediatric-specific EHRs or adapting existing platforms to cater to customer needs. Following KLAS’ 2023 report on the pediatrics market, this report examines how well pediatric-specific and broad-specialty vendors meet the unique customer needs of this niche market.
Patient Self-Scheduling 2024:
An Early Look at Standalone Solutions
An Early Look at Standalone Solutions
As the digital landscape grows in healthcare and other industries, patients are expecting more seamless and convenient access to healthcare and therefore report that self-scheduling is one of their top healthcare engagement priorities. Provider organizations are responding by offering patient self-scheduling functionality to both increase patient convenience and reduce staff burden. This report focuses on five standalone patient self-scheduling solutions to understand their ease of use, why they were chosen over other types of solutions (e.g., EHR functionality), and whether they are worth the money. Additional insights about the broader patient self-scheduling market are also included.
Healthcare Cybersecurity Benchmarking Study 2024:
Improving Cybersecurity Preparedness through NIST CSF & HICP Best Practices
Improving Cybersecurity Preparedness through NIST CSF & HICP Best Practices
With cyberattacks on the rise, having a strong cybersecurity strategy is a must for healthcare organizations, especially as they face post-pandemic resource constraints and staffing shortages. Many are protecting their data by adopting and implementing cybersecurity frameworks and best practices, such as the NIST Cybersecurity Framework (NIST CSF) and the Health Industry Cybersecurity Practices (HICP). NIST CSF and HICP are accessible resources for healthcare organizations, and high NIST CSF and HICP coverage is a strong indication of cybersecurity preparedness. This report—a collaboration between Censinet, KLAS, the American Hospital Association, Health-ISAC, and the Healthcare and Public Health Sector Coordinating Council—provides an update to previous research on the status of healthcare cybersecurity preparedness. It also examines the effect of governance and resource investment on cybersecurity preparedness and insurance premiums. Data for this report comes from 58 respondents (54 payer or provider organizations and 4 healthcare vendors) who were interviewed September–December 2023.
Patient Intake Management 2024:
Where Are Vendors Delivering Value?
Where Are Vendors Delivering Value?
Consumerism and patient-centric tools are an increasing focus in healthcare—previous KLAS research validated that patients’ top priority for patient engagement technology is the ability to schedule appointments and check in online. Patient intake management solutions offer such capabilities, among others, and can help improve patient engagement and satisfaction. These solutions experienced exponential growth during the COVID-19 pandemic, and they continue to be important as healthcare organizations work toward increased efficiency and cost savings. While all measured vendors have room to improve functionality (e.g., two-way patient texting, patient satisfaction surveys), this report validates the breadth and depth of patient intake management solutions, identifies the outcomes these solutions drive, and examines the respective merits of third-party and EHR solutions.
Global (Non-US) Patient Engagement 2024:
Regional Trends and Investment Energy
Regional Trends and Investment Energy
KLAS’ 2023 Global (Non-US) Healthcare IT Trends report found that investment in digital health is among healthcare organizations’ top three priorities across global regions. Patient engagement, alongside virtual visit technology and remote patient monitoring, is one of the key pillars of digital health. For this report, KLAS interviewed healthcare leaders from 155 organizations across 39 countries and territories around the world, and these leaders shared their current and future patient engagement priorities, their adoption of various patient engagement technologies, and what vendors they are using or considering.
Ambulatory Revenue Cycle Management Services 2024:
Organizations’ Increasing Need for Meaningful Partnerships
Organizations’ Increasing Need for Meaningful Partnerships
In the face of tighter staffing budgets and ever-changing requirements from payers, ambulatory provider organizations are increasingly relying on revenue cycle management (RCM) services firms—both EHR associated and EHR agnostic—to fill resource gaps and help develop processes that will maximize reimbursements. Further, organizations want a firm that will effectively own the claims process and be a true partner. Building on the Ambulatory Revenue Cycle Management Services 2023 report, this report examines both EHR-associated and EHR-agnostic services firms and shares how well they are meeting clients’ revenue cycle needs. Of note, many aspects of clients’ experiences are similar, whether they use an EHR-associated or an EHR-agnostic firm.
Ophthalmology 2024:
Optimizing the Ophthalmology Experience through Functionality & Relationships
Optimizing the Ophthalmology Experience through Functionality & Relationships
To combat a challenging financial market, ophthalmology practices are seeking EHR and practice management solutions that provide efficiencies, robust functionality, and strong ophthalmology-specific workflows. Many of these clinics also highly value their vendor relationships, where strong support and training enable the most effective use of the product and better outcomes for their practices. As a follow-up to Ophthalmology 2019, this report examines the dynamics of the ophthalmology EHR and practice management market by comparing some of the leading solutions in the market today.
Patient Engagement 2023:
Provider Perceptions on Technology Investment Now and in the Future
Provider Perceptions on Technology Investment Now and in the Future
In an increasingly digital world, the healthcare industry continues to face increased costs and labor shortages. Patient engagement technology is top of mind for healthcare organizations as they work to improve the overall patient experience, increase volumes, cut costs, and create more provider efficiencies. In collaboration with Bain & Company, KLAS recently identified patient engagement as a top-three priority for healthcare investment. For this report, KLAS engaged with executives from 93 unique healthcare organizations to better understand perceptions of the patient engagement market, including strategies for addressing challenges and goals today, which vendors are most aligned with provider goals, and future plans for investment to improve patient engagement.
US Digital Pathology 2023:
A Deep Dive into Early Clinical Adopters’ Successes and Lessons Learned
A Deep Dive into Early Clinical Adopters’ Successes and Lessons Learned
More healthcare organizations are evaluating digital pathology for clinical use, especially as this market’s technology continues to advance and newly developed CPT codes show promise for future reimbursements. Still, digital pathology in the US is nascent—KLAS estimates that fewer than 10% of US organizations have adopted digital pathology for clinical use, and less than 5% of cases are signed out digitally. As a result, organizations interested in digital pathology have questions about how to start and what to expect. To help provide needed insights, this report draws from interviews with 14 digital pathology pioneers who are in varying stages of their adoption journey, sharing lessons they have learned around (1) building a business case for digital pathology, (2) selecting an IMS vendor, and (3) choosing an adoption strategy. View the full report to read more from the early adopters who shared their success stories and adoption details. This is KLAS’ second report on digital pathology in the US; for the 2022 report, click here.
Financial Improvement Consulting 2023:
A Look at Achieved Outcomes in a Financially Challenging Environment
A Look at Achieved Outcomes in a Financially Challenging Environment
Healthcare organizations are facing unprecedented financial pressure; several macroeconomic factors—including the COVID-19 pandemic, inflation, and staffing shortages—have forced organizations to work around decreased revenues and increased costs. At this critical time, organizations are looking to consulting firms to help improve their financial performance and circumnavigate obstacles. KLAS’ 2020 Financial Improvement Consulting report examined how firms were providing guidance to healthcare organizations during the early months of the pandemic. Now, roughly three years later, this report offers an updated look at the types of work consulting firms are doing and the outcomes clients are achieving in this financially challenging environment.
Hallmarks of High-Performing Companies 2023:
The Importance of Quality Support
The Importance of Quality Support
Recent KLAS research found that proactive service is strongly linked to customer retention and technology success, and a foundational element of proactive service is quality phone and web support. HIT vendors’ phone and web support teams serve as the first line of defense when customers face problems or need answers. Most healthcare organizations interviewed by KLAS in the last year report being satisfied with the support they receive from their vendor partners, but one-third of respondents express dissatisfaction with support. To aid vendors and healthcare customers looking to create a proactive, collaborative partnership, this report highlights common failings with support, the effect poor support has on customers, and actions both vendors and customers can take to improve the support experience.
Implementation Services for Infor ERP 2023:
Part of a Series on ERP Implementations
Part of a Series on ERP Implementations
Many provider organizations are adopting new cloud-based ERP solutions, but implementing an ERP solution is a big undertaking that can affect day-to-day business. Due to the breadth of areas ERP touches as well as post-COVID-19 staffing challenges, organizations are engaging firms that offer implementation leadership and business transformation services. This report examines client experiences with firms who provide implementation services for Infor’s ERP suite. (Engagements for implementing other vendors’ ERP solutions are excluded from this research. In early 2023, KLAS published Implementation Services for Workday ERP; KLAS also plans to publish future research on firms that implement Oracle’s ERP software.)
AvaSure 2023:
A Complete Virtual Care Platform That Improves Patient Safety while Reducing Costs & Staff Workloads
A Complete Virtual Care Platform That Improves Patient Safety while Reducing Costs & Staff Workloads
Patients that require frequent monitoring or sitting can quickly put a strain on healthcare organizations’ staff. AvaSure seeks to reduce this burden with their all-in-one virtual sitting platform, supplying both hardware and software that allows one person to monitor and communicate with multiple patients in real time. KLAS reported on AvaSure in September 2021, and this report offers a second look at how the customer experience has changed over the last two years.
Digital Fax 2023:
How Are Advanced Users Moving toward Next-Generation Discrete Data Extraction?
How Are Advanced Users Moving toward Next-Generation Discrete Data Extraction?
Despite the healthcare industry’s progress with interoperability (HIEs, national record exchanges, Direct Secure Messaging, APIs), healthcare organizations still heavily rely on faxing to exchange data. Faxing technology has evolved to accommodate fully digital processes, but provider organizations are looking for next-generation faxing functionality—like optical character recognition (OCR) and natural language processing (NLP)—to further automate workflows. Drawing from interviews with organizations identified by vendors as their most advanced users, this report follows up on KLAS’ 2019 report and validates what next-generation functionality vendors have deployed. It also shares market insights into the organizational effort required to maintain digital faxing and the future viability of digital faxing in healthcare.
Drug Diversion Monitoring 2023:
New Advanced Capabilities Beginning to Show Promise
New Advanced Capabilities Beginning to Show Promise
Drug diversion monitoring is a key area that helps healthcare organizations improve patient safety and prevent drug waste and misuse. The second generation of drug diversion monitoring solutions utilizes predictive models, artificial intelligence (AI), and machine learning (ML), and users are beginning to see outcomes such as correctly identified risks, reduced false positives, and increased efficiency. This report examines which vendors are driving outcomes, how advanced AI/ML capabilities are impacting the user experience, and how well vendors partner with and support customers.
MEDITECH Complete Look 2023
When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This MEDITECH Expanse “complete look” provides a high-level analysis of the key products that make up MEDITECH’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts], Epic, Evident, and Oracle Health [Cerner].) This report focuses on the core Expanse suite; data on MEDITECH’s MAGIC, C/S, and 6.x platforms is excluded.
Evident Complete Look 2023
When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Evident (CPSI) “complete look” provides a high-level analysis of the key products that make up Evident’s core enterprise suite and its supporting technology. (Other reports in the series do the same for Altera Digital Health [Allscripts], Epic, MEDITECH, and Oracle Health [Cerner].)
Epic Complete Look 2023
When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Epic “complete look” provides a high-level analysis of the key products that make up Epic’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts], Evident, MEDITECH, and Oracle Health [Cerner].)
Oracle Health (Cerner) Complete Look 2023
When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Oracle Health (Cerner) “complete look” provides a high-level analysis of the key products that make up Oracle Health’s enterprise suite. (Other reports in the series do the same for Altera Digital Health [Allscripts], Epic, Evident, and MEDITECH.)
Altera Digital Health (Allscripts) Complete Look 2023
When making a core HIT purchasing decision, healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas. This Altera Digital Health (Allscripts) Sunrise “complete look” provides a high-level analysis of the key products that make up Altera Digital Health’s enterprise suite. (Other reports in the series do the same for Epic, Evident, MEDITECH, and Oracle Health [Cerner].) This report focuses on the core Sunrise suite and its supporting technology; data on Altera Digital Health’s standalone ambulatory platforms (TouchWorks and Professional) is excluded.
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
An Update on Vendor-Reported Capabilities
Amid the pressures of today’s economic environment, healthcare organizations are investing heavily in patient engagement technology to help reduce costs, alleviate staffing challenges, and consolidate technology in other areas. Both provider and payer organizations seek to understand what patient engagement capabilities vendors offer that can meet their core needs. This study (along with additional deep-dive content that will be published on KLAS’ website) is an update to KLAS’ 2021 report and shows which vendors report the broadest capability sets, which vendors have made the most progress over the last two years, and how the industry as a whole has matured. For reader ease, links to relevant online content are provided where applicable. Note that the data in this study is based primarily on vendor-reported information, accompanied by a limited amount of KLAS performance data.
Population Health Vendor Overview 2023:
Matching Vendor Capabilities to PHM Needs
Matching Vendor Capabilities to PHM Needs
As more healthcare organizations start to leverage population health management (PHM) technology in their journey toward offering value-based care, they are sometimes uncertain about how well vendors can fulfill their unique needs, as PHM programs vary in breadth and complexity. This report—a follow-up to KLAS’ 2021 report—provides an overview of several PHM offerings to help readers understand (1) what types of organizations typically use the solutions, (2) what the customer experience is like, (3) which solutions see the most market energy and why, (4) which vendors facilitate value-based contract revenue, and (5) how broadly PHM capabilities are adopted.
Note: Although there are six PHM pillars, one pillar—patient engagement—is not covered in this report (view the KLAS website for more information on this pillar).
Clinical Communication Platforms 2023:
A Closer Look at Customer Adoption
A Closer Look at Customer Adoption
Past KLAS research shows that clinical communication platforms can improve healthcare organizations’ efficiency and care quality when successfully adopted across the enterprise. Vendors can help drive strong adoption—in number of workflows/interfaces deployed, in breadth (percentage of an organization’s hospitals that adopt the solution), and in depth (percentage of employees using the solution). This report examines these factors and shares how well vendors enable adoption and support organizations’ communication strategies.
Remote Patient Monitoring 2023:
Healthcare Organizations Test Solutions in Rapidly Evolving Market
Healthcare Organizations Test Solutions in Rapidly Evolving Market
Remote patient monitoring (RPM) has demonstrated promising outcomes†—including earlier intervention and reduced utilization, outcomes that are critical in value-based care arrangements. The options for RPM are rapidly evolving, with many factors for healthcare organizations to consider. Reimbursement is an ongoing question, with some healthcare organizations feeling they can’t rely solely on reimbursement from CPT codes. Integration—with both the EMR and monitoring devices—is also vitally important to maintaining an RPM program’s viability. Additionally, RPM can require additional staff, though many vendors offer services to help alleviate this burden. Given all the factors at play, some healthcare organizations are starting with small pilots, testing to see which technology works. This report explores the customer experience with RPM technology in several key areas, including partnership, innovation, ease of use, and integration.
† See KLAS’ 2022 RPM report for more details on the outcomes organizations are achieving and how they financially support their RPM programs.
Digital Transformation Consulting 2023:
Transforming the Consumer Healthcare Experience
Transforming the Consumer Healthcare Experience
Healthcare organizations have been moving toward digital transformation for over a decade, and the COVID-19 pandemic, increased consumerism, and shrinking margins have furthered this momentum. Many forward-thinking organizations are embracing technology-led transformation and positioning themselves as leaders in the new digital health race, and the rest can’t afford to be left behind. In KLAS’ Healthcare Consulting and Services 2021 report, consumer engagement was the emerging challenge most often reported. Many organizations are engaging with consulting firms to improve their digital health capabilities and ultimately the consumer experience. Within the last year, KLAS has published a series of First Look reports evaluating client experiences with digital transformation consulting firms. This report takes a comprehensive look at these and other firms and also provides an overview of the digital transformation consulting market.
Implementation Benchmarks 2023:
Common Implementation Challenges for Provider Organizations
Common Implementation Challenges for Provider Organizations
The success or failure of an implementation can significantly affect provider organizations’ ongoing product and job satisfaction—data from KLAS’ “The Power of Strong Implementations” shows that about half of all respondents say their implementations had room for improvement and that negative feelings about the new solution can linger for up to a year after go-live. Provider organizations also state these challenges are worsened by the fact that they often underestimate the time and effort needed to successfully implement a solution. Vendors have to balance meeting customer needs and setting best-practice standards, and provider organizations need to both receive consistent vendor guidance and proactively take project ownership. For this Landmark Insights report, KLAS talked to 180 respondents from 113 unique provider organizations who are implementing or recently implemented a solution about common difficulties that occur throughout the process.
Oracle Health (Cerner) 2023:
Customer Perceptions of Oracle Health
Customer Perceptions of Oracle Health
Cerner, one of the major software vendors in healthcare IT, has gone through significant changes over the last year and a half. In October 2021, they announced a new CEO and introduced RevElate as their go-forward patient accounting platform. Two months later, Oracle announced their intent to acquire Cerner. Customers soon reached out to KLAS, wanting to know about their peers’ experiences with these changes. To gather this information, KLAS has been meeting regularly with leaders from over 20 healthcare organizations. This report shares their transition experience and how it has impacted their confidence in Cerner—now Oracle Health—as their go-forward partner. Customer insights come from three rounds of interviews:
- Round 1—March 2022: Customers’ initial thoughts on company changes
- Round 2—July 2022: Customers’ perceptions after Oracle Health finalized acquisition of Cerner and announced company vision
- Round 3—November 2022: Customers’ impressions after Oracle Cerner Health Conference (OCHC)
Note: For more customer feedback about recent company changes, read the Cerner Flash Insights report and the Cerner Soarian Financials Pulse Check report.
Approaches to Moving Epic in the Cloud 2023:
Which Public Cloud Providers Are Early Movers Considering?
Which Public Cloud Providers Are Early Movers Considering?
The benefits of public cloud are promising, as many Amazon Web Services (AWS) and Microsoft customers (both provider organizations and vendors) have noted in previous KLAS research. The first health systems using a public hyperscale cloud provider (e.g., AWS, Google Cloud Platform, Microsoft Azure) to support their EHR environment in the cloud have begun to go live, and interest in this approach is gaining momentum, particularly among Epic organizations. Most who are pursuing this path are just beginning their journey, but some are actively selecting their public cloud provider and planning next steps. KLAS recently interviewed 10 organizations who are considering moving part or all of their Epic environment to the cloud. This report shares which public cloud providers they are considering, what Epic environments they may move to the cloud, what goals and concerns they have, and what role third-party firms will play in the transition.
Note: Epic reports having 6 customers with their full production environment in the public cloud, 97 customers with their full production environment in Epic’s private cloud, and the rest primarily on-premises.
Implementation Services for Workday ERP 2023:
Part of a Series on ERP Implementations
Part of a Series on ERP Implementations
KLAS’ recent Decision Insights data shows a large number of organizations are purchasing Workday’s enterprise resource planning (ERP) software, and for these organizations, a strong implementation partner is vital. This report examines the firms that provide leadership for implementations of Workday’s ERP suite. (Engagements for implementing other vendors’ ERP solutions are excluded from this research; KLAS plans to publish future research on firms that implement Infor’s and Oracle’s ERP platforms.)
Bluesight CostCheck (formerly Kit Check Bluesight Insights) 2023:
Actionable Insights to Reduce Medication Spend
Actionable Insights to Reduce Medication Spend
The Bluesight CostCheck solution (formerly Kit Check Bluesight Insights) assists hospitals and health systems with making intelligent buying decisions by providing real-time market insights. KLAS reported on the product in May 2021, when it was Bluesight Insights and there were six unique customers live. The vendor has expanded the product to 44 fully live facilities at 15 unique organization and implemented several upgrades, including improved reporting and prioritized recommendations. This report provides a second look at how the CostCheck customer experience is progressing through the solution’s growth and changes.
Mergers and Acquisitions 2023:
Vendors Learning to Mitigate Negative Impact
Vendors Learning to Mitigate Negative Impact
Since KLAS’ last report on M&A activity, there have been several notable vendor mergers and acquisitions affecting the healthcare IT landscape, and many healthcare organizations have needed to navigate the resulting disruptions. This report provides an update on how customer satisfaction has been affected by recent M&A activity and what makes vendors more or less resilient during this type of change. This report includes 26 solutions from 20 different vendors, all of which have been affected by a merger or acquisition in the last few years.
The Power of Strong Implementations:
How HIT Vendors and Customers Can Lay a Foundation for Success
How HIT Vendors and Customers Can Lay a Foundation for Success
Health systems are increasingly working to get the most out of their IT investments. Focusing on a strong implementation can have a huge impact. Analysis of KLAS data gathered from 2018–2022 suggests that the quality of an implementation may be more important than the technology selected. This white paper offers early insights on how the quality of an implementation impacts outcomes and user satisfaction. The data primarily focuses on solutions that require complex, large-scale implementations (e.g., acute care EMRs, ERP solutions, patient accounting systems, and PACS solutions). This study is part of KLAS’ new Landmark Insights initiative—aimed at helping health systems currently implementing an HIT solution determine whether their project is on track for success.
Click here to learn how KLAS can bring transparency to your HIT implementation.
Click here to learn how KLAS can bring transparency to your HIT implementation.
US Digital Pathology 2022:
Early Adopters Lead the Charge in an Emerging Market
Early Adopters Lead the Charge in an Emerging Market
Digital pathology for primary diagnosis is nascent in the US, but it is primed for rapid growth, similar to what is currently being seen in Europe (see KLAS’ report on global digital pathology). In anticipation, many technology vendors are vying for a foothold in the US, leading to a highly varied landscape. In partnership with the Digital Pathology Association (DPA), KLAS surveyed 55 provider organizations (including hospitals, health systems, academic health centers, and reference labs) to assess the state of digital pathology among pioneers in the US and determine which vendors are gaining traction. 33 of the interviewed organizations are live with digital pathology; the rest are currently implementing or making plans for the future.
Microsoft Cloud Technologies in Healthcare 2022:
Part of a Public Cloud Providers Series on Adoption and Early Performance
Part of a Public Cloud Providers Series on Adoption and Early Performance
While still early, healthcare is gaining momentum in the move to the cloud. Today, most providers and payers are at least using SaaS technologies, and many are actively exploring other areas of their IT environment that make sense to move to the cloud. This report—the second in a series examining healthcare customers’ experiences with public cloud providers—focuses on healthcare-specific deployments of Microsoft Cloud Technologies, especially Microsoft Azure, which is receiving strong market interest. KLAS previously published research on AWS and plans to publish future research on Google Cloud Platform (GCP). For this study, KLAS spoke to eight healthcare organizations (during late 2021 and early 2022) identified by Microsoft as leading cloud customers. This study is meant to help organizations considering Microsoft Cloud technologies understand their current use, the overall customer experience, and the impact of the solutions.
Note: In October 2021, Microsoft Cloud for Healthcare became generally available; this solution was not specifically targeted in this research.
Note: In October 2021, Microsoft Cloud for Healthcare became generally available; this solution was not specifically targeted in this research.
Imprivata Digital Identity Platform 2022:
Benefits & Challenges of Deep Adoption
Benefits & Challenges of Deep Adoption
Amid a changing workforce and mounting security pressures, healthcare organizations recognize the growing need for a holistic approach to managing digital identities. The development and adoption of HIT solutions capable of enabling a holistic strategy are in an early state, with most organizations leveraging multiple vendors to manage things such as identity, access, and compliance. Previous KLAS research found that Imprivata—whose single sign-on solution has a large healthcare footprint—is currently the only vendor to offer a broad digital identity platform. Building on that research, this report explores the potential benefits and challenges of deeply adopting Imprivata’s offerings. Insights come from in-depth interviews with 6 organizations identified by Imprivata as “deep adopters” as well as from 15 organizations within the vendor’s broader customer base (referred to in this report as “general adopters”). Other vendors will be evaluated as their solutions expand to offer broad capabilities.
Telehealth Performance 2022:
What Is the State of Telehealth Post-Pandemic?
What Is the State of Telehealth Post-Pandemic?
At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.
AWS in Healthcare 2022:
A Deeper Look at Artificial Intelligence and Machine Learning Capabilities
A Deeper Look at Artificial Intelligence and Machine Learning Capabilities
Excited by the potential time and money savings, many healthcare organizations want a deeper understanding of what artificial intelligence (AI) and machine learning (ML) technology from public cloud providers could do for them. This research, a follow-up to KLAS’ 2021 report on Amazon Web Services (AWS), examines the experiences of 13 payer and provider organizations using AWS AI/ML offerings. This study is meant to help organizations considering AWS understand what technologies are being used, the overall customer experience, and the impact of these offerings. This report also shares AWS clients’ insights into their selection process and their perceptions of Google Cloud Platform (GCP) and Microsoft Cloud (both of which will be the focus of future reports). To learn how KLAS defines AI and ML, see Healthcare AI CHIME Edition 2019: Actualizing the Potential of Artificial Intelligence.
Patient Perspectives on Patient Engagement Technology 2022:
Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective, we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.
Interoperability Summit 2022
Interoperability has been a focus in healthcare for years, yet progress toward any goal is difficult without consistent, impartial measurement. On February 7–8, 2022, KLAS held our second Interoperability Summit as part of ongoing efforts to comprehensively measure and validate EMR and other application vendors’ interoperability performance. While a previous summit had focused on creating a framework for interoperability vendor measurement (see below), the chief goal of the 2022 summit—attended by 93 leaders from across the healthcare industry—was threefold:
European Digital Pathology 2021:
Adoption Grows for Primary Diagnosis
Adoption Grows for Primary Diagnosis
Use of digital pathology for primary diagnosis† has recently seen a rapid increase in both interest and adoption, thanks to benefits like improved efficiency and remote reading/telepathology capabilities (see KLAS’ 2019 report). The COVID-19 pandemic has spurred even greater consideration of remote-reading options, and some organizations are looking to digital pathology to mitigate anticipated pathologist shortages in the future. Overall, Europe has seen the greatest adoption of digital pathology. For this report, KLAS interviewed pathology groups across 15 European countries who are live with digital pathology for primary diagnosis. The following pages share performance insights on Philips, Sectra, and Tribun Health—the market leaders in considerations and live customers for digital pathology image management systems (IMS).
Patient Access 2021:
How Well Do Enterprise EMR Vendors Meet Organization Needs?
How Well Do Enterprise EMR Vendors Meet Organization Needs?
Due to the ever-increasing complexity of revenue cycle management, organizations have historically had to supplement patient access functionality from their enterprise EMR vendor with third-party revenue cycle vendors. But with the push toward software consolidation, organizations would like their enterprise EMR vendors to further develop patient access capabilities and better meet customers’ growing needs. This report examines the patient access offerings of enterprise EMR vendors† Cerner, Epic, and MEDITECH and shares customers’ perception of how well positioned these vendors are to deliver functionality currently provided by third parties. To view performance data for third-party vendors, click here.
† KLAS was unable to interview a sufficient number of Sunrise Financial Manager customers to include data for Allscripts’ patient access offering.
What Is Patient Access?
For the purposes of this report, patient access functionality includes address verification, cost estimates, coverage discovery, eligibility verification, medical necessity, prior authorizations, propensity to pay, registration QA, and scheduling. KLAS acknowledges this functionality is closely related to other areas like patient experience improvement, patient financial engagement, and patient intake management. To access data about these additional areas, view the relevant market segments on the KLAS website.
Opioid Management 2021:
Insights from CHIME’s “Healthcare’s Most Wired”—An Update on Strategies Employed by Advanced Ambulatory Healthcare Organizations
Insights from CHIME’s “Healthcare’s Most Wired”—An Update on Strategies Employed by Advanced Ambulatory Healthcare Organizations
On an annual basis, acute care, ambulatory, and long-term/post–acute care organizations take part in CHIME’s HealthCare’s Most Wired survey, with the overall goal of improving healthcare through the best use of available technology. Organizations are surveyed about their current adoption levels and strategies across many IT areas. This study looks at the responses of 263 ambulatory organizations in the United States to understand how organizations are using technology to battle opioid use disorder (OUD). It also compares the latest findings with trends from 2019 (see KLAS’ prior installment in this series).
Middle East & Africa EMR 2021:
Vendor Performance and Market Energy
Vendor Performance and Market Energy
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.
EMR-Centric Virtual Care Platforms 2021:
Vendor-Reported Capabilities (Report 1 of 2)
Vendor-Reported Capabilities (Report 1 of 2)
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.
Interoperability 2020 (Acute/Ambulatory):
Adoption and Usability Differ Significantly Between EHR Vendors
Adoption and Usability Differ Significantly Between EHR Vendors
The national interoperability networks of Carequality and CommonWell Health Alliance have become some of the primary means by which patient records are shared between healthcare organizations in the US. However, the number of organizations connected to these plug-and-play networks and the usability of the shared data vary significantly depending on the EMR in use. This report—a follow-up to research published in early 2019—examines adoption and usability among advanced users of the main acute and ambulatory care EMR vendors.
Healthcare AI 2020:
Investment Continues but Results Slower Than Expected (A Decision Insights Report)
Investment Continues but Results Slower Than Expected (A Decision Insights Report)
The benefits of integrating artificial intelligence (AI) into the healthcare ecosystem are undeniable,† and investment from healthcare organizations is increasing at a fast pace. Yet few organizations have settled on any one AI vendor as their go-forward choice—most use a hodgepodge of solutions to meet their needs. In this report, KLAS examines the recent AI purchase decisions of 47 organizations to determine which vendors are being considered and chosen, which are being replaced, and why provider and payer organizations choose the AI solutions they do (technology? service? healthcare expertise?). Additionally, we share customer satisfaction data from current users of ClosedLoop.ai, DataRobot, Epic, Health Catalyst, Jvion, and KenSci and examine healthcare’s perceptions of the cross-industry AI giants—Amazon, Google, IBM, and Microsoft.
† For details about how KLAS defines AI in healthcare, see "Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence."
† For details about how KLAS defines AI in healthcare, see "Healthcare AI 2019: Actualizing the Potential of Artificial Intelligence."
Value-Based Care Consulting 2019:
Finding the Best Fit in a High-Performing Market
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.
Emerging Acute Care EMRs 2019:
Status of New Offerings from athenahealth, eClinicalWorks, Epic, and MEDITECH
Status of New Offerings from athenahealth, eClinicalWorks, Epic, and MEDITECH
In recent years, athenahealth, eClinicalWorks, Epic, and MEDITECH have all released new acute care EMR platforms. Small and midsize organizations express high interest in these solutions, but adoption and development vary widely, and only athenahealth and MEDITECH currently have live customers. This report provides a snapshot of each solution’s current state and examines how well athenahealth and MEDITECH—the top-performing solutions in the 1–200 bed market—are meeting the needs of various departments and user groups.
Note: Information about more longstanding acute care EMR platforms not covered in this research can be found on the KLAS website.
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