Computer-Assisted Coding 2016
Who Is Delivering Promised Value in ICD-10?

1. DOLBEY DELIVERS FASTEST SPEED-TO-VALUE IN ICD-10; OPTUM360 STRUGGLES TO CONSISTENTLY MEET EXPECTATIONS

Most Dolbey customers report increases in productivity and typically say they are able to return to, or exceed, previous productivity levels after a period of two weeks to three months. Optum360 customers report an inconsistent experience with productivity, with some reporting they are satisfied and reach expected productivity levels within one to two months. Others estimate it will take up to two years to return to baseline productivity levels, pointing to delays in issue resolution and a lack of communication as challenges.

2. DOLBEY CUSTOMERS MOST SATISFIED WITH PRECISION AND RECALL

Customer satisfaction with precision and recall is often the result of strong NLP engine tuning, and vendors that have strong relationships with customers tend to deliver higher satisfaction. Dolbey customers report a high level of accuracy after go-live and say Dolbey clearly communicates best practices. Providers also say code suggestions are fairly complete. 3M’s customers credit strong recall to the vendor’s industry knowledge. Code precision is still an area for improvement, and providers say that while 3M is improving, the rate of improvement is slower than expected. Optum360 customers report that their vendor is weak in both recall and precision and say this is hindering productivity. Nuance customers say both precision and recall are inconsistent. Precyse customers report high consistency when it comes to precision and recall. There is room to improve, but providers say their needs are met.

3. VENDOR STRENGTHS: 3M HAILED FOR TECHNOLOGY, DOLBEY FOR STRONG RELATIONSHIPS AND GUIDANCE

4. 3M MAKES HEADWAY AS IMPLEMENTATIONS IMPROVE; SEVERAL UNSATISFIED PRECYSE CUSTOMERS HAVE LEFT

3M customers' satisfaction with inpatient CAC is increasing thanks to improvements in communication, support, and on-site workflow projects—historically weak areas that still fall below expectations. On the outpatient side, 3M customers say the technology does not meet their needs. Several customers have uninstalled Precyse, saying the solution lacks scalability. Current Precyse customers say support is strong and the vendor's development strategy is clear. Provider satisfaction with Optum360 remains below expectations, and technology and communication challenges persist. Nuance and Dolbey customers say that their vendors' expansion limits their ability to consistently deliver strong interfaces and new technology, though Dolbey customers remain confident in the product's future.

5. WHAT CAC IMPLEMENTATION ADVICE DO PROVIDERS HAVE FOR THEIR PEERS?