Interactive Patient Systems 2014
Are EMR-Vendor Solutions Changing the Game?

WORTH KNOWING

EPIC AND CERNER LOCKING OUT IPS-SPECIFIC VENDORS:

Though Cerner’s and Epic’s IPS products are noted to be less robust than best-of-breed products, all Epic EMR respondents and nearly all Cerner EMR respondents considering an IPS acquisition plan to deploy their EMR vendor’s solution. Among Cerner and Epic EMR respondents currently using a best-of-breed IPS, none are planning to switch to their EMR vendor’s solution. Those using other EMRs are mainly considering GetWellNetwork. Overall, 85% of larger hospitals without an IPS are considering a purchase.

GETWELLNETWORK LEADS; SKYLIGHT, TELEHEALTH SERVICES CLOSE BEHIND:

Among the best-of-breed vendors, GetWellNetwork leads in overall satisfaction thanks to intuitive, robust functionality, quick development, and good service. Skylight and TeleHealth Services are not far behind. Skylight pairs exceptional service with a functional product, though providers would like better ease of use and quicker development. TeleHealth Services has basic functionality at an attractive price point, though vendor interaction beyond good phone support is lacking.

IPS STILL LARGELY CONTAINED WITHIN HOSPITALS:

Most vendors promote the ability to leverage their product outside the hospital. KLAS validated one Cerner, one Epic, and two Skylight customers engaging patients at home via their IPS to gauge progress or extend educational content. KLAS also validated one customer piloting GetWellNetwork in clinics. No respondents reported using SONIFI HEALTH, TeleHealth Services, or TVRC outside the hospital.

INTEGRATION A TOP REQUEST ACROSS ALL PRODUCTS:

Over one-third of respondents highlighted integration as their biggest need, focusing on the seamless flow of patient-education documentation to the EMR. GetWellNetwork had the most respondents report this as the top priority, though other best-of-breed customers noted similar needs. Deeper integration to more parts of the EMR was also a request from early Cerner and Epic adopters. Other top requests included better education, entertainment, and outpatient content; improved ease of use; and reduced cost.

VENDORS

Ranked Vendors

GETWELLNETWORK

Functionally rich. Highly regarded for development. Most customers still want deeper EMR integration. Good engagement from vendor executives, though technical support can be stretched thin. Most often mentioned among those looking to best-of-breed products—93% would buy again.

SKYLIGHT

Strong customer service and executive engagement with customers. Functionally rich. Ease of use is challenging—too many clicks and difficulty using pillow speakers. Two respondents reported engaging orthopedic patients outside the hospital. Customers want deeper EMR integration. Mentioned but not as top consideration by potential buyers—92% would buy again.

TELEHEALTH SERVICES

Primarily used for educational content. Good support and communication but less proactive outreach and vendor partnering. 89% would buy again and report product has needed, but basic, functionality. Deep EMR integration generally lacking. Not mentioned as top consideration by potential buyers.

Non-Ranked Vendors

CERNER

Being considered by Cerner customers to add to their Cerner portfolio. Validated use outside the hospital with Cerner Member Portal. One-third state product has needed functionality, but customers optimistic coming upgrades will improve product. Integration with PowerChart a plus, but could be tighter for documentation. Choppy service and support—knowledge base of support staff is thin.

SONIFI HEALTH (LodgeNetRX)

Easy-to-use content; mainly used for basic entertainment. Some educational-content use. Financial restructuring caused some providers concern. Integration with EMR a challenge. Customers report great technical support and implementation teams, but lacking vendor executive interaction. Less than two-thirds of respondents said they would buy it again. Not mentioned as a top consideration by potential buyers.

TVRC

Smaller customer base, primarily in the Northeast. Mostly used for educational videos. Some have more extensive functionality. Very good support team from implementation and beyond. Not mentioned as a top consideration by potential buyers.

Other Vendors

EPIC MYCHART BEDSIDE

Currently used by a few Epic EMR customers. Considered widely by Epic EMR customers without an IPS. Validated use outside the hospital with MyChart. Newest entrant to market. Functionality like entertainment not on par with best-of-breed systems. Integration with EpicCare a plus, but customers want better data flow for documentation and ordering.