Release of Information 2021
Differentiating Firms in a High-Satisfaction Market

Sharecare Executes High Retrieval Accuracy/Quality (for Mostly Midsize Hospitals); MRO Sees Occasional Misses

Rated primarily by midsize and small organizations, Sharecare is seen as providing high retrieval quality and accuracy, which clients often attribute to the firm’s well-trained staff and continuous quality checks. Clients report that Sharecare’s staff members are able to work reliably with little oversight and go above and beyond when working with frustrated patients or third-party requesters. Turnover among Sharecare’s staff is rare, and clients say the firm has quickly replaced the few staff members who didn’t meet expectations. Some clients cite turnaround time as an issue, attributing slower responses to Sharecare’s rigorous quality checks or to documents being sent by paper rather than electronically. Though strong in many areas, MRO has a handful of clients who report some inconsistency in the quality and accuracy of their retrievals due to MRO’s staff members not all following the same processes. There are also a few reports of MRO struggling to provide enough resources when needed. Clients recognize that when these misses occur, MRO works to both acknowledge and resolve them.

Ciox Health, MRO & Verisma Foster Positive Interactions with Third-Party Requesters

Inconsistent Staff Quality a Struggle for Some Ciox Health, Verisma Clients

Ciox Health clients report that amid the positive improvements the firm has made, there are a few lingering issues with turnover among the frontline staff, leading to inconsistent staff knowledge. The least satisfied Ciox clients also note that Ciox’s internal teams tend to operate in silos and that there is inconsistency in the firm’s contracting and billing processes. Verisma clients appreciate that the firm’s managers and executives are available and responsive when problems arise. On the other hand, frontline staff members are sometimes slow to ramp up, especially at the beginning of an engagement or when the staff members are new. This leads to inconsistent quality and the need to replace some resources.

Proposed HIPAA Changes

In December 2020, the Department of Health and Human Services’ (HHS) Office for Civil Rights (OCR) announced a Notice of Proposed Rulemaking that would modify HIPAA privacy rules, including potentially shortening the time to respond to patient record requests and changing the content of notices of privacy practices. If these changes are enacted, healthcare organizations will be seeking clarification and assurance that their ROI partners are responding appropriately.

About This Report

Each year, KLAS interviews thousands of healthcare professionals about the IT products and services their organizations use. These interviews are conducted using a standard quantitative evaluation, and the scores and commentary collected are shared in reports like this one and online in real time so that other providers and IT professionals can benefit from their peers’ experiences. To enable readers to more quickly understand high-level differences in vendor performance and give better context as to how each product compares to other offerings in the market, KLAS has organized the questions from the standard evaluation into five customer experience pillars— loyalty, operations, services, relationship, and value.

To supplement the customer experience insights gathered with the standard evaluation, KLAS also used a separate, supplemental evaluation to interview a smaller sample of customers regarding issues specific to the release of information market. All customer feedback related to accuracy/quality and interactions with third-party requesters comes from this supplemental evaluation.

The data in this report was collected over the last 18 months; the number of unique responding organizations for each firm is given in the chart below.