Insights Report | March 2020 COVID-19 TECHNOLOGY AND SERVICES SOLUTIONS GUIDE To our provider friends: You need solutions and you need them fast. We have asked the vendor community to share what they are doing/can do to help your organizations in this crisis. Given the short time frame, KLAS has not validated any of these claims. We will not waste time with a long introduction—we just hope this helps you. Good luck in the weeks ahead. Reach out to your KLAS representative if we can help you. Thank you for bearing the weight of this crisis. We deeply appreciate your sacrifices. —The KLAS Team 1 Table of Contents 3 Technology Solutions 4 Ambulatory EHR Vendors 114 Medical Equipment 10 Ambulatory RCM Services 116 Patient Access 12 Analytics 120 Patient Engagement 20 Behavioral and Public Health 136 Patient Financial Experience 25 Capacity Management 139 Patient Intake Management 36 Clinical Decision Support & Surveillance 142 Patient Outreach 47 COVID-19 Organizational 154 Payer Solutions Readiness Assessment 160 Pharmacy Surveillance & Infusion Therapy 50 COVID-19 Provider Profile & 163 Population Health Management Communication Platform 194 Post–Acute Care 52 COVID-19 Research Collaboration & Patient-Data Networks 202 Remote Education & Training 59 COVID-19 Screening, Tracking, & 206 Remote Patient Monitoring Care Management 215 Remote Work Capabilities & Security 66 Emergency & Urgent Care 219 Revenue Cycle Management 68 Enterprise EHR Vendors 226 RTLS & Medical Device Management 75 Identity & Access Management 237 Scheduling 78 Imaging & Oncology 242 Secure Communication 93 Infection Control & Monitoring 248 Security & Privacy 99 Interactive Patient Systems 255 Speech Recognition 104 Internal Communication 259 Supply Chain/ERP 108 Interoperability Platforms 263 Telehealth/Virtual Care 112 Laboratory Solutions 284 Services 348 Vendor/Firm Index Report Information Copyright Infringement Warning This report and its contents are copyright-protected works and are intended solely for your organization. Any other organization, consultant, investment company, or vendor enabling or obtaining unauthorized access to this report will be liable for all damages associated with copyright infringement. For information regarding your specific obligations, please refer to the KLAS Data Use Policy. 630 E. Technology Avenue Orem, UT 84097 Ph: (800) 920-4109 Our Mission For more information about KLAS, Improving the world’s healthcare through collaboration, please visit our website: insights, and transparency. www.KLASresearch.com Author Writer Designer Taylor Davis Elizabeth Pew Natalie Jamison [email protected] [email protected] [email protected] Cover image: megaflopp/Adobe Stock | Romolo Tavani/Adobe Stock 2 TECHNOLOGY SOLUTIONS The following information was supplied by the vendors and has not been validated by KLAS. 3 AMBULATORY EHR VENDORS 4 Technology Solutions | Ambulatory EHR Vendors athenahealth athenaPractice Screening forms, questionnaires, and other resources (formerly Centricity related to COVID-19 Practice Solution) • The athenaPractice customer support team is fully operational to respond to customer issues while maintaining the excellent service customers have come to expect. In addition, the support team is tracking COVID-19 questions to identify any issue trends or opportunities that we can share with our customers. • The majority of athenaPractice operations are automated, and we are cross-training employees and developing contingency plans to mitigate potential impact on our services. athenahealth is providing continuous recommendations and guidance to customers as the COVID-19 situation evolves. • athenahealth has made the following available for athenaPractice customers: − COVID-19 Initial Screening form − COVID-19 Questionnaire Form Kit to capture detailed travel history for patients with fever and acute respiratory illness − Observation and Under Investigation form offering guidance for screening of patients − Factory Observation kit with comprehensive listing of all COVID-19 terms available − Updated CPT/HCPC codes for lab result testing services and CMS codes for testing 5 Technology Solutions | Ambulatory EHR Vendors emds Various COVID-19 Tactical toolsets, education and guidance, and company- resources readiness awareness We have actively engaged with our customers, including physician members of our Office of the CMO to understand the impacts on them and their needs. We have focused our assistance to customers on: • Tactical toolsets to help them manage changes to their clinical and billing operations • Education and guidance regarding industry changes and additional information resources • Company readiness awareness Tactical Toolsets eMDs has published: • COVID-19 screening templates for the EHRs • System updates with the new diagnosis and CPT codes • Telehealth configuration • Telehealth billing guides based on CMS, AMA, and other industry guidance • And more Education and Guidance We have reviewed and informed our customers about industry guidance and topics that are relevant to them including: • Telehealth billing rules and “how to” • Operational case studies that their peers in other practices are deploying (e.g., parking lot screening, telehealth, patient communications, and physical office workflow patterns) • Continuing care management for their other chronic condition and general patient populations (keep managing them, keep them out of overcrowded hospitals, and restore practice revenues) Company-Readiness Awareness We have also increased the frequency of customer communications to ensure the maximum number of customers are aware of what we are doing and how they can leverage eMDs so they can focus on their operations and ensure their practices remain as viable business entities with precipitous drops in patient volume. We are informing customers about our operations adjustments and ongoing readiness including work-from-home strategies, curtailed travel, and continued infrastructure management. 6 Technology Solutions | Ambulatory EHR Vendors Greenway Health Various COVID-19 Templates, workflows, patient engagement tools, education, resources and guidance specific to COVID-19 Led by our Chief Medical Officer, Greenway Health has built a team of experts from multiple departments within the company to facilitate our response to COVID-19. This team meets multiple times a day to review the most up-to-date information provided by various government agencies and determine how to update our products to best support our providers. This all-hands-on-deck approach allows Greenway Health to deliver real-time updates to our providers as they navigate the spread of COVID-19. As a result of this team’s efforts, Greenway Health has created templates specific to COVID-19, including a template for telehealth visits (available on both of our EHR platforms) that allows providers to upload and make changes as necessary. Thanks to our medical billing team experts, each COVID-19 visit can be matched to a specific ICD-10 code, enabling providers to bill easily for new visits. Additionally, we have kept our providers informed of how they can use their patient engagement tools to make patients aware of new office protocols. We understand many practices are inundated with visits and calls and, consequently, may miss some important communications we send. To ensure customers have the information they need, we have created a COVID-19 resource page on our customer portal to act as the single source of truth for any Greenway Health communications or updates. This page also provides our customers 24/7 access to the important information we share with them. 7 Technology Solutions | Ambulatory EHR Vendors nextgen healthcare Mobile EHR Remote/mobile EMR access, COVID-19 specific workflows, integration and other technologies to help ambulatory clinics Mobile-EHR integration NextGen Mobile enables clinicians to turn any mobile device into a working extension of their medical practice. Physicians and other providers can capture clinical data with ease; document anywhere, anytime; and dictate their notes—which integrate into the EHR. This saves significant time and reduces documentation burden on clinical staff—tremendous benefits in a time of increasing and unpredictable patient care responsibilities. In addition, the integration can promote social distancing between providers and their care teams by enabling secure messaging through mobile devices. 8 Technology Solutions | Ambulatory EHR Vendors sevocity COVID-19 updates, Medicare telehealth templates, fast-tracking COVID-19 Provider of new location requests for telemedicine, and other resources Resources for customers The following resources are being provided to Sevocity customers: • COVID-19 Updates and Information Sevocity site (also available from the Sevocity Help Menu) • Medicare Telehealth Templates for eVisits, virtual check-in, and telehealth visits • History of Present Illness (HPI) content for COVID-19 that can be further customized for the practice • Automatically added the new COVID-19 CPT code to all customer clinics • Fast-tracking new location requests for Telemedicine • Brief videos on documenting and coding telehealth, setting up Favorite assessments and orders for COVID-19 and more • Proactive calls to customers most likely to need COVID-19 support (geriatricians and other primary care) • Continuing our unlimited free customization services for customers • Continuing our free live US-Based Telephone Support 24 hours/day, seven