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Go-Live Support 2022
Matching the Right Firm to Your Implementation Needs
Author
Kaleb Harris
Author
Cathy McCabe
Firms that provide go-live support for HIT implementations continue to consistently deliver high client satisfaction. Across the board, these firms are highly skilled and knowledgeable, making it rare for healthcare organizations to report a poor experience. Instead of asking which firm provides high-quality go-live support, organizations must decide which firm is the best fit for their organization.
Market Context
When selecting a go-live partner, healthcare organizations should consider the following factors.
The firm’s experience/ expertise with the EMR vendor being implemented
The complexity of the engagement (e.g., organization size, number of modules going live, number of resources needed)
The firm’s overall performance
Feedback from previous and current clients
CSI Healthcare IT & Experis Health Consistently Excel at Vetting Resources
Proper resource vetting is key to a successful implementation, and both firms and client organizations note this is most likely to happen when firms are given sufficient advance notice. Given the large number of projects taken on by CSI Healthcare IT and Experis Health (formerly ettain health), it is noteworthy that these firms consistently provide high-quality consultants. Clients note that the firms’ early planning is key to success in this area as it allows the firms to understand what types of resources are needed and then ensure the best people are in place. medSR (formerly MedMatica and Santa Rosa) has seen increased client satisfaction since last year, with clients highlighting pre-planning walk-throughs to determine needs and offer best practices. Clients note that Medasource consultants are professional and versatile, being able to step into multiple areas. Tegria (formerly Bluetree Network, Engage, and Navin Haffty) delivers knowledgeable resources and manages them well during engagements.
Issues with Resource Quality Dampen Outcomes for Clients of Divurgent & The HCI Group
While all firms have clients who report a few misses when it comes to consultant quality, quality staffing is key to driving outcomes and satisfaction with a go-live support engagement. Clients of Divurgent and The HCI Group are among the least satisfied with the quality of their consultants and also rate their firms lowest for driving tangible outcomes. Less-satisfied Divurgent clients report that some consultants lacked expertise or were not dependable. A handful of The HCI Group clients note that some consultants had knowledge gaps.
Choosing a Go-Live Partner: Relationship/Prior Experience the Top Considerations
In the past 18 months, KLAS has spoken to 23 healthcare organizations that have selected a firm for a go-live support engagement. In total, over one-third of organizations cited a prior relationship with the firm as a top factor in their selection. In cases where a firm was considered but not chosen, lack of expertise and lack of quality resources were the top reasons potential clients went with a competitor instead, highlighting the fact that with so many high-performing options, healthcare organizations do not have to settle for less-than-stellar delivery.
About This Report
Data for this report comes from two sources: (1) KLAS Decision Insights data and (2) KLAS performance data.
KLAS Decision Insights Data
All references in this report to organizations’ purchasing motivations come from KLAS’ Decision Insights data. Since 2017, KLAS has been gathering information as to which vendors are being replaced, considered, and purchased and what factors drive these decisions. KLAS Decision Insights data does not represent a comprehensive census or win/loss market share study. Rather, it is intended to help organizations understand which vendors have market energy and why. The data set in this report comes from 23 organizations that are currently selecting or have recently selected a firm to provide go-live support. Decisions were validated by KLAS between September 2020 and March 2022.
KLAS Performance Data
Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted over the last 18 months using KLAS’ standard quantitative evaluation for healthcare services, which is composed of 9 numeric ratings questions and 3 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into five customer experience pillars—loyalty, operations, relationship, services, and value.
Sample Sizes
Unless otherwise noted, sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique client organizations interviewed for a given firm or service. However, it should be noted that to allow for the representation of differing perspectives within any one client organization, samples may include surveys from different individuals at the same organization. The table below shows the total number of unique organizations interviewed for each firm or service as well as the total number of individual respondents.
Some respondents choose not to answer particular questions, meaning the sample size for any given firm or service can change from question to question. When the number of unique organization responses for a particular question is less than 6, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 3, no score is shown. Note that when a firm has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.
Writer
Elizabeth Pew
Designer
Natalie Jamison
Project Manager
Tanner Powell
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2024 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.