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Decision Insights
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PACS 2023
30 November 23    |   Monique Rasband and Spencer Corbett
The PACS market is in flux—about one in five organizations interviewed by KLAS in the last two years is planning to replace their PACS, and more report they would replace their system if given the opportunity. This market shift is driven largely by organizations (1) replacing aging/legacy technology with go-forward platforms, (2) consolidating platforms, and (3) continuing to move toward unified enterprise imaging strategies. Organizations replacing their PACS are seeking vendor partners with a
Emerging Technology
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Mytonomy Cloud for Healthcare 2024
10 April 24    |   Adam Cherrington and Jacob Brown
Two critical components of comprehensive patient care—healthcare education and patient engagement—empower patients to make informed health decisions and better prepare for treatment. Effectively providing education and measuring patients’ usage is essential for healthcare organizations, especially in improving quality, safety, and the patient experience. Mytonomy Cloud for Healthcare is a patient education and engagement platform with original and tailored clinical content that aims to improve
EMR Impact
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The Science of Improving the EHR Experience
06 January 23    |   Jacob Jeppson
Since the Arch Collaborative was created in 2017, KLAS has had the opportunity to partner with almost 300 healthcare organizations to measure clinician perceptions of the EHR experience. These measurements represent over 340,000 clinician responses and have revealed...
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Performance
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Enterprise Imaging 2024
16 April 24    |   Monique Rasband and Sidney Tate
Healthcare organizations are very focused on enterprise imaging (EI) advancement. Two-thirds of the organizations interviewed by KLAS about future EI plans are likely to expand their VNA image storage or extend their universal viewer (UV) to additional service lines in the next two years. Organizations are also increasingly taking advantage of promising new technology like artificial intelligence (AI) and the cloud. Meanwhile, both vendors and healthcare organizations face budget and staffing
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
2024 Best in KLAS Awards - Software and Services

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Industry Insights

Research Findings

Performance
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Clinical Communications Interoperability 2024
22 March 24    |   Andy Paulsen and Coray Tate
Provider organizations are seeking communication tools that enable interoperability with a diverse set of solutions, ultimately ensuring the right clinician gets the right information at the right time. This report looks at the interoperability capabilities of communication solutions through the lens of deeply adopting provider organizations and whether they are able to break down silos between different departments and organizations through enhanced integration. These experiences are not typical of all customers and represent the hard work of vendors and providers deeply engaged in interoperability.
Performance
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Middle East & Africa EHR 2024
23 February 24    |   Everton Santos and Spencer Corbett
Over the last five years, the Middle East and Africa healthcare IT markets have expanded and evolved. The Middle East has seen consistent energy around EHR investment and digital transformation, with 10–15 purchase decisions being made annually. Energy in Africa has fluctuated year over year, impacted by some very large regional purchase decisions. When selecting an EHR vendor partner for the digital journey, organizations almost always consider other clinical, administrative, and financial functionalities in addition to the core EHR capabilities the vendor provides. This report both provides an update on EHR vendor performance and market share and offers KLAS’ first holistic look at EHR vendors’ broader portfolios in the Middle East and Africa, specifically highlighting the adoption and performance of ancillary EHR modules.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
Perception
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Patient Engagement 2023
15 November 23    |   Adam Cherrington and Spencer Snyder
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.
White Paper
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How Services Firms Can Drive Successful Client Engagements 2023
04 October 23    |   Sam Eaquinto and Warren Whitford
In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.
Flash Insights
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Omnicell 2023
05 September 23    |   Jackson Tate and Lance Merrell
In December 2022, Omnicell announced a change in their approach to working with customers that places new emphasis on having customers utilize a managed services model for all Omnicell technology. Previously, Omnicell moved singular solutions (namely their compounding robots, such as the i.v.STATION) to a managed services model, and with those changes, customers generally noted an improved experience, even with increased costs. Given the economic conditions and staffing challenges currently impacting healthcare, many customers have concerns about how Omnicell’s new focus will impact things like costs, product deployment, and staffing demands. This report provides an early look into customer confidence in and perception of the new managed services model.
Performance
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Drug Diversion Monitoring 2023
01 August 23    |   Jackson Tate and Lance Merrell
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.
Performance
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Epic Complete Look 2023
18 July 23    |   Paul Warburton and Tyson Blauer
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] .)
Perception
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Ambulatory EHR/PM Mindshare 2024
19 March 24    |   Alex McIntosh and Chris Clune
In the dynamic market of ambulatory care, practices are continually evaluating their options for EHR and PM solutions—which vendors are top of mind fluctuates as regulations change, technology advances, and vendor reputations evolve. For this report, KLAS spoke to over 200 ambulatory practices to examine which ambulatory EHR/PM vendors have the most mindshare for future potential decisions and which vendors are being considered or chosen in actual decisions.
Performance
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Ambulatory Pediatric Solutions 2024
11 March 24    |   Andy Paulsen and Chris Clune
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.
Performance
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Patient Self-Scheduling 2024
06 March 24    |   Adam Cherrington and Ciera Walker
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.
Performance
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Home Health 2024
27 February 24    |   Paul Hess and Paul Warburton
Over the last few years, the home health market has undergone extensive changes following mergers and acquisitions, fluctuating regulatory requirements, and shifts in the workforce. As a result, user frustration around home health solutions has increased, and home health agencies have sought greater collaboration, development, and automation from their vendors, with some customers even reconsidering their current investments. Through a look at current market share, recent purchase decisions, and customer satisfaction, this report examines which home health vendors are best meeting provider needs, developing functionality, and driving value for customers.
Performance
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Patient Intake Management 2024
16 February 24    |   Adam Cherrington and Spencer Snyder
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.
Performance
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Ambulatory Revenue Cycle Management Services 2024
14 February 24    |   Andy Paulsen and Mollie Hunt
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.
Performance
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Ophthalmology 2024
09 February 24    |   Alex McIntosh and Paul Hess
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.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
Performance
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Canada PACS 2024
12 March 24    |   Kevin Huang and Steve VanWagenen
Many healthcare organizations in Canada have been using their PACS for years. Since the outbreak of the COVID-19 pandemic, KLAS has seen potential-replacement rates for Canada PACS solutions increase to a historic high, where more than one-third of interviewed organizations are actively looking to replace their PACS. This report examines vendors’ performance and the customer experience in Canada to help organizations understand the strengths and weaknesses of available options in the market.
Performance
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Middle East & Africa EHR 2024
23 February 24    |   Everton Santos and Spencer Corbett
Over the last five years, the Middle East and Africa healthcare IT markets have expanded and evolved. The Middle East has seen consistent energy around EHR investment and digital transformation, with 10–15 purchase decisions being made annually. Energy in Africa has fluctuated year over year, impacted by some very large regional purchase decisions. When selecting an EHR vendor partner for the digital journey, organizations almost always consider other clinical, administrative, and financial functionalities in addition to the core EHR capabilities the vendor provides. This report both provides an update on EHR vendor performance and market share and offers KLAS’ first holistic look at EHR vendors’ broader portfolios in the Middle East and Africa, specifically highlighting the adoption and performance of ancillary EHR modules.
Best in KLAS
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2024 Best in KLAS Awards - Global Software
07 February 24
The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. Global awards are given in the following software market segments: (1) acute care EHR, (2) digital pathology, (3) PACS, (4) shared care records/HIE, and (5) virtual conferencing platforms.
Market Share
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Global (Non-US) EMR Market Share 2023
08 June 23    |   Everton Santos and Jonathan Christensen
With the pandemic mostly past, healthcare organizations across the world are readdressing key technology priorities. EMR initiatives continue to be prioritized at most organizations. In 2022, KLAS validated 164 EMR purchase decisions impacting 532 hospitals and over 82,000 beds. 30 different vendors in 31 different countries were selected. While 2022 had the lowest validated EMR purchase activity of the last five years, certain markets remained highly active—specifically, Europe and Latin America and, to a lesser extent, Asia and the Middle East. Canada and Oceania, while relatively quiet in 2022, are poised for significant activity in 2023 due to major contracts on the horizon.
White Paper
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Global (Non-US) EMR Benefits 2023
16 March 23    |   Everton Santos and Sidney Tate
As electronic medical record (EMR) adoption grows worldwide, healthcare organizations considering this digital transformation all have the same question: what benefits can we really expect to receive from implementing an EMR? KLAS interviewed leaders at 36 non-US healthcare organizations—12 of which are HIMSS Level 6 or 7—to learn about their journey to realizing benefits from an EMR implementation. This white paper summarizes their insights, including what clinical and operational benefits they have seen, when those benefits were realized, and what recommendations they have for peer organizations.
Performance
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Asia/Oceania EMR 2022
21 December 22    |   Everton Santos and Jonathan Christensen
As healthcare organizations have come out of the peak of the COVID-19 pandemic, EMR purchase decisions in Asia have ramped up. In Oceania, most public hospitals have an EMR in place, but purchase energy remains high since many public and private provider organizations are planning large-scale purchases of go-forward EMRs. This report—KLAS’ first focused exclusively on Asia and Oceania—highlights (1) market share and vendor energy in recent EMR purchase decisions and (2) vendor performance in each region based on client feedback and experience. The chart below offers a high-level view of vendors’ overall performance.
Perception
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US Digital Pathology 2022
29 September 22    |   Eder Lagemann and Sidney Tate
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.
Performance
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Europe PACS 2022
05 July 22    |   Eder Lagemann and Sidney Tate
The PACS market in Europe is evolving. To unify care delivery, many countries are pushing for HIT consolidation across regional groups of hospitals. At the same time, healthcare organizations are increasingly looking to expand their imaging strategies outside of radiology to bring together more departments and facilities at an enterprise level. This report leverages the perspectives of 199 individuals representing 168 unique organizations across 25 European countries to determine which PACS vendors are delivering the technology and partnerships needed to drive imaging progress in Europe.
Performance
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Healthcare AI 2024
03 April 24    |   Benjamin Cassity and Jennifer Hickenlooper
The use of artificial intelligence (AI) in healthcare is rapidly evolving. More healthcare organizations are adopting data science platforms and other AI solutions to help alleviate the challenges of today’s environment, with a particular focus on increasing operational efficiency. Based on the feedback of both payer and provider organizations, this report examines the clinical, financial, and operational use cases for which AI is being adopted as well as the outcomes being achieved.
Performance
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Denials Management Services 2024
29 March 24    |   Braden Taylor and Mollie Hunt
Healthcare organizations continue to face challenges with getting reimbursements, due in part to large volumes of complex medical claim denials issued by payer organizations. To access expertise in managing the appeals process, many healthcare organizations are engaging denials management services firms, who utilize multidisciplinary teams (e.g., legal, clinical, coding) to review accounts and submit appeals. This report—KLAS’ first on denials management services—examines which firms consistently deliver strong execution, expected overturn rates, expertise, and partnership in denials prevention.
White Paper
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Data Analytics Platforms for Payers
20 March 24    |   Bradley Hunter and Jennifer Hickenlooper
As health plans continually look to reduce costs and improve outcomes for their members, they are utilizing data analytics platforms to bring better visibility to their decisions. This vendor guide is intended to provide a simple starting point for health plans investigating data analytics platforms. The guide focuses on vendors that (1) provide a platform approach to their data analytics solutions, (2) operate across multiple US regions, and (3) provide a variety of use cases. All such vendors known to KLAS as of January 2024 are included in this guide.
Performance
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Revenue Cycle Analytics 2024
05 March 24    |   Dustin Cragun and Jaren Day
For revenue cycle leaders, it is critical to stay on top of trends in payer interactions and identify opportunities to address billing and collection inefficiencies. All healthcare organizations use RCM analytics solutions—their EHR offering, a third-party solution, or a combination of both—to comprehensively understand their RCM practices and glean actionable insights that can optimize revenue and inform decisions. Drawing from the experience of organizations using third-party tools that ingest data from multiple disparate sources, this report provides insights into the performance of three different solutions.
Performance
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Extended Business Office Services 2024
12 February 24    |   Mollie Hunt and Shawn Howell
Provider organizations are facing intensifying revenue cycle complexity, payer relations, cost pressures, and staffing shortages, along with the resulting loss of resources and expertise. To find relief from some of these pressures, many are seeking outsourced extended business office services (EBOS) offered by firms that can execute revenue cycle management (RCM) work more economically and with greater efficiency than organizations can in-house. To share insights into a shifting market, this report provides (1) an update on client satisfaction and adoption and (2) a look into provider plans for outsourced revenue cycle services and satisfaction with offshore resources.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
Performance
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Debt Collection Services 2023
22 December 23    |   Mollie Hunt and Sam Eaquinto
Amid current economic challenges, healthcare organizations are contracting with debt collection services firms (often multiple at a time) to ensure financial stability, leverage specialized expertise, and comply with complex regulations. These firms possess the resources and knowledge to efficiently and ethically recover unpaid medical bills—supporting positive patient relationships and saving time for health systems so they can focus on providing quality care. In a market where most firms perform highly, this report—KLAS’ first on debt collection services—examines which firms provide strong technology, foster partnerships, and drive outcomes across organization sizes. Note: While there are many regional debt collection firms, this report focuses on firms with a national presence.
Perception
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Patient Engagement 2023
15 November 23    |   Adam Cherrington and Spencer Snyder
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.
White Paper
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Data Analytics Platforms for Payers
20 March 24    |   Bradley Hunter and Jennifer Hickenlooper
As health plans continually look to reduce costs and improve outcomes for their members, they are utilizing data analytics platforms to bring better visibility to their decisions. This vendor guide is intended to provide a simple starting point for health plans investigating data analytics platforms. The guide focuses on vendors that (1) provide a platform approach to their data analytics solutions, (2) operate across multiple US regions, and (3) provide a variety of use cases. All such vendors known to KLAS as of January 2024 are included in this guide.
Performance
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Patient Self-Scheduling 2024
06 March 24    |   Adam Cherrington and Ciera Walker
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.
Performance
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Revenue Cycle Analytics 2024
05 March 24    |   Dustin Cragun and Jaren Day
For revenue cycle leaders, it is critical to stay on top of trends in payer interactions and identify opportunities to address billing and collection inefficiencies. All healthcare organizations use RCM analytics solutions—their EHR offering, a third-party solution, or a combination of both—to comprehensively understand their RCM practices and glean actionable insights that can optimize revenue and inform decisions. Drawing from the experience of organizations using third-party tools that ingest data from multiple disparate sources, this report provides insights into the performance of three different solutions.
Performance
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Patient Intake Management 2024
16 February 24    |   Adam Cherrington and Spencer Snyder
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.
Perception
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Global (Non-US) Patient Engagement 2024
15 February 24    |   Everton Santos and Jonathan Christensen
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.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
Perception
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Patient Engagement 2023
15 November 23    |   Adam Cherrington and Spencer Snyder
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.
Performance
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Data & Analytics Platforms 2023
07 November 23    |   Bradley Hunter and Jennifer Hickenlooper
Healthcare organizations manage a plethora of data sets, and they have continual need for consolidated, end-to-end data and analytics platforms that offer strong capabilities (e.g., ability to track and benchmark desired outcomes). Organizations are looking for reporting with digestible metrics that can help staff make better decisions as well as excellent support when implementing and actualizing different use cases. This report examines how many data source types that solutions can ingest, how well solutions deliver results for complex use cases, and how well vendors partner with customers to help them achieve success.
White Paper
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How Services Firms Can Drive Successful Client Engagements 2023
04 October 23    |   Sam Eaquinto and Warren Whitford
In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.
Performance
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Patient Privacy Monitoring 2023
27 July 23    |   Justin Porter and Ruirui Sun
By preventing and detecting unauthorized access to patient data, patient privacy monitoring solutions play an integral role in helping provider organizations maintain patient confidentiality, comply with regulations, and build trust. In recent years, the market has seen multiple acquisitions, and vendors have begun to provide artificial intelligence (AI) offerings. This report looks at how these changes have affected customer satisfaction and provides early insights on outcomes related to AI.
Performance
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Healthcare IoT Security 2023
11 July 23    |   Justin Porter and Ruirui Sun
Healthcare organizations are connecting more and more devices to their networks to enable seamless communication and enhance patient care, but the increase in devices also increases security risks that can expose important data and jeopardize patient safety. Many organizations use IoT security solutions to gain visibility into potential vulnerabilities, and some are engaging with their vendors to tackle broader cybersecurity strategies. To provide insights into the competitive healthcare IoT security market, this report looks at vendor performance amid recent mergers/acquisitions as well as early insights into how vendors meet the needs of deep adopters.
Performance
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Security & Privacy Consulting Services 2022
25 August 22    |   Ciera Walker and Kaleb Harris
Cybersecurity attacks are on the rise, and healthcare organizations are especially at risk. Security vulnerabilities can lead to financial penalties imposed by OCR, damaged organization reputations, and the increased risk of patient safety and data being compromised. To reduce vulnerabilities, organizations often bring in outside consulting firms that specialize in enhancing security and data privacy measures in healthcare. This report examines several such firms (and one cross-industry firm) to determine who effectively assists in reducing risk, engages closely with clients, and exceeds expectations.
Performance
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Imprivata Digital Identity Platform 2022
18 August 22    |   Dan Czech and Joe VanDeGraaff
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.
First Look
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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.
Performance
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Managed IT Services 2024
03 April 24    |   Daniel Zeitner and Kevin Huang
Due to staffing shortages and rising costs, healthcare organizations are increasingly looking to outsourced managed services firms to relieve the burden of hiring and maintaining IT staff—enabling organizations to reallocate and better utilize their in-house resources. This report—the first in a series to focus on managed IT services—examines which firms consistently deliver quality application management services (AMS) and help desk services to healthcare provider and payer organizations; it also shares insights into the managed IT services market, including the pain points driving organizations to adopt and expand use of IT outsourcing. KLAS intends to publish reports on the other two managed IT services verticals later in 2024.
Performance
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Denials Management Services 2024
29 March 24    |   Braden Taylor and Mollie Hunt
Healthcare organizations continue to face challenges with getting reimbursements, due in part to large volumes of complex medical claim denials issued by payer organizations. To access expertise in managing the appeals process, many healthcare organizations are engaging denials management services firms, who utilize multidisciplinary teams (e.g., legal, clinical, coding) to review accounts and submit appeals. This report—KLAS’ first on denials management services—examines which firms consistently deliver strong execution, expected overturn rates, expertise, and partnership in denials prevention.
Perception
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Healthcare Management Consulting 2024
22 February 24    |   Kevin Huang and Warren Whitford
Across the healthcare industry, executives are grappling with myriad challenges and high-stakes decisions that will affect the trajectory of their organizations. Many are turning to management consulting firms for help enhancing operations and improving performance long term. KLAS interviewed 163 healthcare leaders from March 2023 to December 2023 to gather their perceptions on which challenges are most pressing, what consideration factors should be used to evaluate firms, and which firms are seen as best suited to help. KLAS intends to use these findings to measure the service offerings and firms that have the most mindshare in healthcare.
Performance
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Extended Business Office Services 2024
12 February 24    |   Mollie Hunt and Shawn Howell
Provider organizations are facing intensifying revenue cycle complexity, payer relations, cost pressures, and staffing shortages, along with the resulting loss of resources and expertise. To find relief from some of these pressures, many are seeking outsourced extended business office services (EBOS) offered by firms that can execute revenue cycle management (RCM) work more economically and with greater efficiency than organizations can in-house. To share insights into a shifting market, this report provides (1) an update on client satisfaction and adoption and (2) a look into provider plans for outsourced revenue cycle services and satisfaction with offshore resources.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
Performance
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Data & Analytics Services 2023
04 December 23    |   Sam Eaquinto and Trent Davis
As healthcare organizations actively work to enhance clinical, financial, and operational outcomes, optimizing their data and analytics strategies will be imperative to success. In a landscape abundant with data (much of which lacks actionable insights), this report examines data and analytics services—KLAS’ first report on the market—with a focus on (1) outlining a framework for these services and (2) evaluating firms’ offerings and performance. Data for this report is based on feedback from 55 client organizations interviewed between March 2022 and September 2023.
Performance
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Financial Improvement Consulting 2023
27 October 23    |   Robbie Bullough and Warren Whitford
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.
Performance
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Release of Information 2023
06 October 23    |   Jaren Day and Justin Porter
With information blocking regulations pushing for patients to have enhanced, easier access to their data, healthcare organizations increasingly need technology that improves release of information (ROI) efficiency. Services firms in the ROI space are generally high performing, with most offering similar strengths and experiencing similar challenges. To provide differentiation, this report looks at (1) different ROI service models and which firms perform best for each model, (2) how firms perform operationally, and (3) what technology efficiencies measured firms provide.
Performance
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Enterprise Imaging 2024
16 April 24    |   Monique Rasband and Sidney Tate
Healthcare organizations are very focused on enterprise imaging (EI) advancement. Two-thirds of the organizations interviewed by KLAS about future EI plans are likely to expand their VNA image storage or extend their universal viewer (UV) to additional service lines in the next two years. Organizations are also increasingly taking advantage of promising new technology like artificial intelligence (AI) and the cloud. Meanwhile, both vendors and healthcare organizations face budget and staffing shortages and rapidly changing market needs. This report (1) examines how vendors stack up in meeting clients’ ever-growing EI needs and (2) shares a broader analysis of progress in the EI market.
Performance
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Canada PACS 2024
12 March 24    |   Kevin Huang and Steve VanWagenen
Many healthcare organizations in Canada have been using their PACS for years. Since the outbreak of the COVID-19 pandemic, KLAS has seen potential-replacement rates for Canada PACS solutions increase to a historic high, where more than one-third of interviewed organizations are actively looking to replace their PACS. This report examines vendors’ performance and the customer experience in Canada to help organizations understand the strengths and weaknesses of available options in the market.
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
Best in KLAS
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2024 Best in KLAS Awards - Global Software
07 February 24
The Best in KLAS award is given to vendors to recognize their outstanding efforts to help healthcare professionals deliver better patient care. Global awards are given in the following software market segments: (1) acute care EHR, (2) digital pathology, (3) PACS, (4) shared care records/HIE, and (5) virtual conferencing platforms.
Decision Insights
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PACS 2023
30 November 23    |   Monique Rasband and Spencer Corbett
The PACS market is in flux—about one in five organizations interviewed by KLAS in the last two years is planning to replace their PACS, and more report they would replace their system if given the opportunity. This market shift is driven largely by organizations (1) replacing aging/legacy technology with go-forward platforms, (2) consolidating platforms, and (3) continuing to move toward unified enterprise imaging strategies. Organizations replacing their PACS are seeking vendor partners with a vision for the future and a strong commitment to innovation. This report examines 90 recent PACS purchase decisions validated by KLAS between September 2021 and September 2023 to understand why certain vendors are being considered, selected, and replaced in this dynamic market.
Performance
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Epic Complete Look 2023
18 July 23    |   Paul Warburton and Tyson Blauer
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] .)
Performance
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Altera Digital Health (Allscripts) Complete Look 2023
18 July 23    |   Paul Warburton and Tyson Blauer
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.
Performance
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Oracle Health (Cerner) Complete Look 2023
18 July 23    |   Paul Warburton and Tyson Blauer
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 .)
Best in KLAS
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2024 Best in KLAS Awards - Software and Services
07 February 24    |   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 2024.
Performance
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Payer IT Consulting Services Ecosystem 2023
12 December 23    |   Sam Eaquinto and Trent Davis
Payer organizations are under increasing pressure to maintain regulatory compliance and ensure strong data security at a low cost; thus, they are seeking payer IT consulting firms for help with advisory services, change management, implementations, and managed services. This report—KLAS’ first in this area—defines the broad ecosystem of payer IT consulting services and examines the market through firm-reported capability sets, validations, and performance data. Note: The next report on payer IT consulting services will further dive into customer validations of specific engagement types and outcomes.
Perception
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Patient Engagement 2023
15 November 23    |   Adam Cherrington and Spencer Snyder
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.
First Look
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Onyx SAFHIR 2023
25 October 23    |   Jacob Brown and Joe VanDeGraaff
Patient data sharing has quickly grown much more important for payer organizations, and recent CMS mandates have made it a necessity for all. Recognizing the burden on payers, Onyx has created a platform that transforms healthcare data into a shareable, compliant format requested by the payer. This report presents a first look at the experiences of Onyx payer customers.
Performance
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Payment Accuracy & Integrity Solutions 2023
24 October 23    |   Joe VanDeGraaff and Ruirui Sun
Payers take on financial risk for members and pay for healthcare expenditures based on various plans and reimbursement types. Due to the complexity of reimbursement contracts, many factors (e.g., coding and billing errors, fraud, waste) can contribute to payers sometimes underpaying or overpaying provider organizations. Payment accuracy and integrity solutions help payers make accurate payments and recover losses when overpayments and fraud occur. This report—KLAS’ first on this market—aims to identify the main capabilities these solutions provide and show early findings on customer satisfaction with vendors’ performance. Note: Research in this report is based on feedback from interviewed payer customers. This report is not intended to compare measured vendors’ technological capabilities.
First Look
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Cotiviti Payment Accuracy Solutions
11 October 23    |   Jacob Brown and Joe VanDeGraaff
As healthcare claim volumes grow, payer organizations are working hard to ensure problematic claims do not sneak through the claims process. Cotiviti’s payment accuracy solutions are intended to shoulder the review burden across all major claim types and review stages and to reduce unnecessary spend via improved accuracy. This report offers a first look at customers’ experience with Cotiviti’s payment accuracy suite.
White Paper
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How Services Firms Can Drive Successful Client Engagements 2023
04 October 23    |   Sam Eaquinto and Warren Whitford
In 2022, KLAS interviewed 27 HIT services firms with broad market experience, asking them about their best practices for driving successful client engagements. Drawing from those insights and correlating them with the KLAS performance data of high-performing firms, this study—part of KLAS’ Vendor Excellence series—looks at four critical areas firms should evaluate to ensure successful engagements: measurement of outcomes, sales and contracting, internal hiring and training, and engagement execution.
First Look
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CareAllies Value-Based Care Managed Services 2023
06 September 23    |   Bradley Hunter and Jacob Mortensen
Competitive and financial factors continue to drive organizations toward value-based care. A widely varied array of services firms and other vendors offer services and solutions designed to help. This report details CareAllies’ value-based care managed services offering and examines client experiences.
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