® Recognizing the software and service organizations that excelled in helping healthcare professionals deliver better patient care Table of Contents 1 Introduction 2 Executive Overview 4 2018 Best in KLAS Awards 6 2018 Category Leaders 8 2018 Overall Rankings 13 Inpatient Clinical Care 14 EMR Solutions 28 Clinical Care Support Tools 18 Ancillary Solutions 30 Interoperability & Middleware 24 Pharmacy Solutions 32 Communications 33 Ambulatory & Post-Acute Care 34 Physician Practice Solutions 44 Post-Acute Care Solutions 46 Outpatient 49 Financial/Revenue Cycle/HIM 50 Patient Accounting 60 HIM Solutions 55 Business Analytics 63 Asset Tracking & Management 57 ERP & Human Capital Management 65 Value-Based Care 66 Population Health 68 Patient Engagement 73 Security 77 Services & Consulting 78 IT Advisory Services 94 IT Outsourcing 82 Healthcare Management Consulting 97 Revenue Cycle Services 87 HIM Services 101 Technical Services 89 Implementation Services 103 Imaging Systems & Equipment 104 Imaging Software 111 Payer Solutions 112 Payer Software 116 Payer Services 117 Appendix 119 Understanding This Report 120 Index Published by: KLAS | 630 E. Technology Avenue, Orem, UT 84097 | 1.800.920.4109 | www.KLASresearch.com BEST IN KLAS SOFTWARE & SERVICES i KLAS Advisory Board KLAS is privileged to work with many of the finest and brightest healthcare technology providers in the industry. KLAS is especially indebted to the distinguished healthcare leaders that sit on the KLAS Advisory Board. A special thanks to the KLAS Advisory Board for their continued contribution of time, talent, and effort to support KLAS. Daniel Barchi, MEM Nancy Birschbach, Russ Branzell Niyum Gandhi Marvin Harper, MD MS, CISSP, CISA, CPHIMS, CHCIO SVP & CIO President and CEO EVP and Chief Population CMIO Health Officer New York-Presbyterian Hospital VP & CIO CHIME Boston Children’s Hospital Mount Sinai Health System New York Agnesian HealthCare Georgia Massachusetts New York Wisconsin Ken Lawonn Marty Paslick Peter J. Plantes, MD Marc Probst Katherine SVP & CIO CIO CEO CHRISTUS Physician Group VP and CIO Schneider, MD Sharp HealthCare Hospital Corporation of America & SVP CHRISTUS Health Intermountain Healthcare Physician Enterprises, Retired President and CEO California (HCA) Utah Tennessee CHRISTUS Health Delaware Valley Accountable Texas Care Organization (DVACO) Pennsylvania Richard W. Silveria Scott Weingarten, MD EVP and CFO SVP & Chief Clinical University of Chicago Medicine Transformation Officer Illinois Cedars-Sinai Health System California ii JANUARY 2018 BEST IN KLAS Medical Imaging and Medical Equipment Advisory Board Carol L. Joseph, RN Rasu B. Shrestha, Barry Stein, Ben Stock Alex Towbin, MD MD, MBA MD, MBA, FSIR, FACR, RPVI Director Clinical Informatics Director of Clinical Equipment Associate Chief, Clinical Ascension Clinical Research Institute Chief Innovation Officer, UPMC Vice President and Chief Clinical Systems & Project Support Operations and Radiology Innovation Officer SSM Health Informatics; Neil D Johnson Missouri Executive Vice President Chair of Radiology Informatics, Missouri UPMC Enterprises Hartford HealthCare Associate Professor Pennsylvania Connecticut Cincinnati Children’s Hospital Medical Center Ohio Brian Wetzel Director Diagnostic Imaging/Cardiology Our Lady of Lourdes Memorial Hospital New York International Advisory Board Mansour Al-Swaidan Adrian Byrne Richard Corbridge Michael Draheim Rachel Dunscombe Director of Patient Care Systems CIO Chief Digital and Information Officer, CIO CIO, Salford Royal and DIT Leeds Pennine Acute Hospitals Ministry of Health, KSA University Hospital Southampton, Metro South Health Saudi Arabia NHS Foundation Trust Leeds Teaching Hospital NHS Trust Australia Salford Royal NHS Foundation Trust United Kingdom United Kingdom United Kingdom Andy Kinnear Margareth Ortiz Henning Schneider Tom Symondson Phillipa Winter Director of Digital Transformation de Camargo CIO CEO Chief Informatics Officer South, Central and West CSU CIO Asklepios Victorian Healthcare Association Bolton NHS Foundation Trust United Kingdom Hospital da PUC de Campinas Germany Australia United Kingdom Hospital e Maternidade Celso Pierro BEST IN KLAS SOFTWARE & SERVICES iii Brazil Payer Advisory Board Matt Aug Sunny T. Cooper Dolph R. Courchaine Kevin J. Klobucar Preston Renshaw, MD President CIO Former Associate CIO SVP CMO Cox HealthPlans San Francisco Health Plan Insurance Operations Blue Cross Blue Shield of Michigan Avera Health Plans Missouri California Geisinger Health Plan President and CEO DAKOTACARE Blue Care Network Pennsylvania South Dakota EVP Health Care Value Michigan Jim Simpson Shawn Stinson, MD, FACP Bob White Senior Vice President and SVP Healthcare Innovation VP & COO Chief Information Officer and Improvement SelectHealth AvMed BlueCross BlueShield of Utah Florida South Carolina South Carolina iv JANUARY 2018 BEST IN KLAS INTRODUCTION SEE HOW OTHER VENDOR SOLUTIONS SCORE AT KLASRESEARCH.COM BEST IN KLAS SOFTWARE & SERVICES 1 Executive Overview Update to Market Ecosystems To better align with current industry demand and energy, KLAS has updated and expanded its categorization of the various software and services segments included in the Best in KLAS report. Previously segmented into Software, Physician Practice, Payer Solutions, and Services categories, the software and services areas of top importance to provider organizations are now presented in the following market ecosystems: • Inpatient Clinical Care • Security • Ambulatory & Post–Acute Care • Services & Consulting • Financial/Revenue Cycle/HIM • Imaging Systems & Equipment • Value-Based Care • Payer Solutions Notable Performances Epic was named the top Overall Software Suite for the eighth consecutive year. Epic was also named the top Overall Physician Practice Vendor and won Best in KLAS awards in seven segments and Category Leader awards in two segments. Optimum Healthcare IT was named the top Overall IT Services Firm for the second year in a row. Additionally, the firm won two Best in KLAS awards and one Category Leader award. ECG Management Consultants earned the title of top overall Healthcare Management Consulting Firm. The following vendors each received two Best in KLAS awards: Most Improved Software Product: GE Healthcare Universal Viewer Some of GE Healthcare’s Universal Viewer customers are looking forward to the future amidst the vendor’s promises of improved functionality and support. This anticipation is in large part responsible for the 35% increase in the solution’s overall score. A director of imaging said that his organization is “anticipating good things from GE. In our case, we have a core group of folks who we know can address the issues that we have. They are very knowledgeable about our environment, and we rely on them almost as much as we rely on our own staff members. GE has some great support folks.” While the increase in GE Healthcare’s score is notable, the majority of customers say there are still major challenges to be resolved around training, the upgrade process, and development speed. A few customers also state that the product they received is different from what GE Healthcare showed them in the original demo. This disconnect between expectation and reality has left several customers with functionality frustrations. 2 JANUARY 2018 BEST IN KLAS Most Improved Physician Practice Product: NextGen Healthcare NextGen EHR (Over 75 Physicians) Improvements in customer support have positively impacted NextGen Healthcare’s largest EMR clients, leading to a 10% increase in overall satisfaction. A CIO said, “NextGen Healthcare has really stepped up their support game recently. NextGen Healthcare’s poor support used to be my top complaint about NextGen EHR, but I think that NextGen Healthcare has finally listened to their customers, and they have made some big improvements.” Additionally, customers feel that the vendor has made concerted efforts to improve product quality and now listens better to customers’ concerns and enhancement requests. Customer optimism is increasing, and a number are hopeful that NextGen Healthcare will resolve some of their most pressing technology and user-experience issues. Most Improved Medical Equipment Product: Omnicell i.v.STATION Omnicell’s acquisition (from Aesynt) of the i.v.STATION robots has resulted in improvements for some customers, as evidenced by the product’s 11% increase over the last year. Since Omnicell’s acquisition, the implementation support and maintenance relationships have markedly improved—good account representatives have been particularly impactful. One pharmacy director explained, “The acquisition by Omnicell was a very positive move for the organization. It stabilized the leadership and provided more accountability to the team in terms of performance. I have seen a change for the better since Omnicell has taken over. Omnicell put a performance improvement leader over our project. We have weekly phone calls with Omnicell and more troubleshooting and oversight, and they are holding their people more accountable. That was a very clear improvement over a year ago.” Customers appreciate the additional resources sent during implementations and upgrades to help them optimize system throughput. Customers who are less satisfied say the system still requires a high level of manual intervention and would like to see increased throughput. Acquisitions Occasionally, you might not find the vendor you are looking for in KLAS’ data. In some cases, this is due to a name change caused by