Capturing Patient Experience: Current Challenges & Future Needs Insight Report

On June 28th, 2018 at 1pm ET, Brian Eastwood will be hosting a live Q&A to address your most pressing questions related to capturing the patient experience. To join the discussion, register here.

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This Insight Report examines the market for point-of-care patient experience and satisfaction survey solutions, explains what HCOs should look for when evaluating these solutions, and describes opportunities for vendors to further support Chief Experience/Quality Officers (CXOs) in their efforts to improve the patient experience. The report draws on interviews with CXOs or Directors of Patient Experience at 11 leading HCOs, including independent practice associations, integrated delivery networks, and academic medical centers to identify current use cases driving adoption and the hurdles that are slowing progress.

Capturing Patient Experience outlines the Functionality, Platform, and Usability features that HCOs should look for when evaluating point-of-care survey solutions; it also provides examples of basic and advanced use cases for live products. In addition, the report identifies and describes five ways that point-of-care survey vendors can support HCOs in their efforts to achieve larger patient experience goals, whether through a robust product offering or more comprehensive value-added services. Finally, the report names more than a dozen vendors providing point-of-care survey solutions.

Leading Point-of-Care Experience Vendors

Anyone interested in leveraging information about the patient experience at the point of care to improve patient satisfaction and achieve business and clinical objectives will gain strategic insight from this in-depth research. HCOs, payers, healthcare IT vendors, consultants, investors, patient advocates, and others will all benefit from this report.

Length: 30 pages
Cost: $795

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Natural Language Processing Market Scan Report

One of the most valuable and promising areas of AI is Natural Language Processing (NLP), which is increasingly being used for mining unstructured text;  improving speech recognition for dictation, commands, and query (e.g,. virtual assistants and scribes); and abstracting key meaning from documents (e.g., claims and reporting). In our first MSR for AI, we’ll be describing the technologies, use cases, and vendor market for health care use of NLP.

Blockchain: Opportunities & Challenges in Healthcare Market Scan Report

Jody Ranck, lead analyst for this research, hosted a webinar sharing some of the key trends and findings from this report. View the recording here.

This report is included in qualifying Chilmark Advisory Service subscriptions and can be accessed here. For all others, the report can be purchased for $2,750 a la carte by clicking below:

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With increasing enthusiasm for the potential of blockchain to address old pain points in health IT infrastructure, particularly around data sharing and storage, Chilmark Research is proud to present our market scan report on blockchain in healthcare.

Blockchain’s impact on different aspects of the healthcare delivery chain

The report features an overview of blockchain technology through the lens of applications in healthcare. While more immediate applications are explored more in-depth, a trajectory of blockchain adoption and evolution is also provided. Blockchain vendor solutions ready for market in 2018 are profiled primarily around their use cases and customer types, plus a few blockchain-alternatives are briefly contrasted to blockchain possibilities. The report concludes with an analysis of potential obstacles and ways to avoid them.

Blockchain, combined with AI, the cloud, and other emerging technologies will enable a foundational shift in how we record, share, and use data in healthcare delivery and administration. Understanding blockchain’s role and capabilities will be key in making critical decisions to stay ahead of the transformation curve.

With so many diverse applications for blockchain technology and widespread change in processes, including claims adjudication, care coordination, patient data access, and supply-chain management, this report would be of interest to a diverse set of stakeholders including providers (big and small), payers, vendors, pharmaceutical and life science companies, consultants and more.

Vendors Profiled: Accenture, Change Healthcare, Deloitte Rubix, Factom, IBM (Hyperledger), MedRec, PokitDok, Simply Vital Health, SolveCare, and T Systems.

Cost: $2,750

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Patient Relationship Management Market Scan Report

Brian Eastwood, lead analyst for this research, recently hosted a webinar sharing some of the key trends and findings from this report. You can watch the webinar here.

This report is included in qualifying Chilmark Advisory Service subscriptions, and can be accessed here. For all others, the report can be purchased for $2,750 a la carte by clicking below:

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Patient relationship management (PRM) is broadly defined as using multiple modes of outreach to help patients manage their health and coordinate their care in a disjointed care delivery system, all while living their daily lives. As payer and provider business models and technology strategies continue to converge under value-based care (VBC), PRM will shift from a task managed solely by provider organizations to a collaborative effort that involves providers, payers, and any third parties working on their behalf.

This Market Scan Report examines the market forces driving health care organization (HCO) interest in solutions that promise more targeted patient outreach, coordinated care management, and greater opportunity for patient self-management between care episodes. Motivating factors include serious limitations of legacy engagement solutions to meet business case needs and consumer usability expectations, the need to support patient engagement outside the four walls of the hospital, and economic factors that range from value-based care to provider-payer convergence to higher out-of-pocket costs for patients.

The research identifies more than 60 PRM vendors divided among 7 core competencies – each of which matches to a core functionality for supporting and enabling PRM:

PRM Functionality graphic

Core Functionality and Information Flows for PRM

To date, HCOs have adopted solutions to meet individualized engagement needs. Care coordination, messaging, and to a lesser extent data management have been priorities for high-cost and high-risk populations covered under VBC contracts. Solutions emphasizing patient acquisition and retention have served populations covered in fee-for-service (FFS) contracts. Portal technology has sufficed for HCOs striving primarily to meet federal mandates. Education solutions have support from bundled payment programs and other procedures where effective pre- and post-op preparation can generate costs savings as well as improved outcomes.

Over the next 24 to 34 months, as uncertainty about VBC payment models begins to wane, we expect PRM adoption to shift toward vendors that are better able to support broader care coordination efforts – regardless of their core PRM competency. Providers or payers looking for technology to support current and future PRM programs will find this report an invaluable aid to sifting through claims about the overall maturity of PRM functionality. Consultants, investors, employers, brokers, conveners, and others will also benefit from this in-depth research and analysis.

Vendors Profiled: Care Cloud, Cerner, Conversa Health, Docent Health, Epic, HealthLoop, Influence Health, Meditech, mPulse Mobile, Orion Health, Pegasystems, Salesforce, Solutionreach

Number of Pages: 54

Report Cost: $2,750

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Watch the corresponding webinar that accompanies this report on YouTube by clicking here.

This report is included in qualifying Chilmark Advisory Service subscriptions. For all others, the report can be purchased for $6,000 a la carte by clicking below:

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Population health management (PHM) solutions are at a level of maturity to meet many of the needs of healthcare organizations (HCOs). Yet a clear divide between the different types of solutions is emerging, according to this latest report from Chilmark Research.

In the inaugural Population Health Management Market Trends Report, Chilmark Research is the first analyst firm to identify three distinct markets for PHM products and services based on customer use case. The report provides a comprehensive review of more than 25 solutions available today and evaluates the relative ability of each solution to serve these three critical submarkets: Independent ambulatory, captive ambulatory, and payer-provider. This report evaluates PHM solutions on four main technology domains of functionality: Data aggregation, analytics, care management, and patient engagement.

For many organizations, care management has become the focal point for building PHM programs. Care management applications rely on all of the technology – data aggregation, analytics and reporting, and patient engagement – needed by sponsors to improve population-level health. The solution that best meets this need with a proven track record of success will have a significant advantage over the competition in buying decisions.” – Co-author Matt Guldin, Senior Analyst

Until recently, most vendors in this report gravitated to hospitals and health systems, which have been more aggressive about embracing risk contracts than independent ambulatory networks of physicians. Such buyers represent the bulk of past buying activity in PHM. But independent networks of providers are becoming a bigger target market as risk contracts become more common. In addition, converged payer-provider networks are emerging as providers establish health plans and payers and employers become more heavily involved with community-based organizations to deliver value-based care.

While there is much greater clarity in the market for PHM solutions in 2018 than there was in 2015, due diligence remains a high priority for healthcare organizations (HCOs) choosing solutions to support their PHM strategies. Providers or payers looking for technology to support PHM programs will find this report an invaluable aid to sifting through technology vendor claims. Consultants, investors, employers, brokers, conveners, and others will also benefit from this in-depth research and analysis.

Vendors Profiled: Allscripts Inc.,, athenahealth, Caradigm, CareEvolution, Cerner Corporation, Change Healthcare, Conifer Health Solutions, eClinicalWorks, Enli Health Intelligence, Epic Systems Corporation, Evolent Health, Forward Health Group, Geneia Inc., GSI Health, Health Catalyst, HealthEC, IBM Watson Health, Lightbeam, Medecision, NextGen, Optum, Orion Health, Philips Wellcentive, and ZeOmega.

Number of Pages: 160

Report Cost: $6,000

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Assessing the Growing Market for Condition Management Solutions

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Watch lead analyst Brian Eastwood’s webinar that accompanied the release of this report:

Increasing pressure to control rising healthcare costs related to chronic conditions has led the industry to begin exploring the use of mobile apps, devices, and other digital interventions that help patients manage the symptoms of these conditions. Interest is understandably higher among the stakeholders responsible for paying for care than it is among those who deliver care, but the growth of value-based care (VBC) models is expected to drive greater adoption among provider organizations.

Selling to these stakeholders forces vendors to prove both clinical efficacy and return on investment (ROI) for their solutions. It also forces vendors to demonstrate ease of use and improved efficiency, as user adoption evaporates in the absence of these qualities. While this has presented hurdles, it has also forced the condition management market to mature quickly, with dozens of clinically proven solutions on the market:


This report examines the market forces driving current adoption of these technologies, looks at what we expect the future to bring, and provides profiles for a select set of market leaders (listed below). As the march to VBC continues, convergence between payers and providers will shift these solutions closer to the point of care. Learn what has made these companies stand out from the pack and what to think about when planning to implement your own condition management programs.

Vendors Profiled: AbleTo, Canary Health, Glooko, Lark, Livongo Health, Noom, Omada Health, Propeller Health, Twine Health, Wildflower Health


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Scroll down to access this report. If you are a Chilmark Advisory Service subscriber, please login here to access your copy.

Thanks to generous support from one of the organizations that performed well in our analysis, this report is now free to the public.
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Watch the corresponding webinar summarizing some of the report’s key findings below:

Building on the 2014 and 2016 editions of this report, Chilmark returned to the market this year to assess critical changes in vendor solutions and how well they map to provider needs. Notably, analytics solutions and care management applications are more tightly linked now and show promise for moving analytics-derived insights closer to the point of care. Analytics applications are also becoming more user friendly — an opportunity for differentiation previously identified in the 2016 edition.

What remains the most important driver underlying the strong growth in data analytics is the move to alternative payment models, commonly referred to as value-based reimbursement (VBR). Future financial success in the VBR realm requires healthcare organizations (HCOs) to effectively manage risks, utilization and costs while concurrently improving quality and optimizing outcomes.

This year’s report provides in-depth profiles on 17 of the leading analytics vendors in the market today. All solutions profiled have the capability to co-mingle claims and clinical data. While Chilmark noted last year that EHR vendors are well positioned to incorporate analytics into their EHR solutions, vendors of all types have promising analytics solutions both in terms of product vision and capabilities. The report also includes major changes in vendor solutions compared to those from last year’s report.

Vendors Profiled: The Advisory Board Company, Allscripts, Arcadia Healthcare Solutions, athenahealth, Inc., Caradigm, CareEvolution, Cerner Corporation, Conifer Health Solutions, eClinicalWorks, Epic Systems Corporation, Forward Health Group, Geneia LLC, Health Catalyst, HealthEC, IBM Watson Health, MCIS, Inc., Optum, Philips Wellcentive.

Cost: FREE

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Tackling Prior Auth: New Solutions to Address Provider-Payer Friction

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Watch lead analyst Jennifer Rogers’ webinar that accompanied the release of this report:

PA solutions are on the cusp of a breakout moment, partially driven by both the growing adoption of value-based care (VBC) arrangements, as well as sophistication of new enabling technologies, including APIs, NLP, and AI. A new PA model is emerging that promises to deliver mutually beneficial results for providers and payers with far less pain, better integrating CDS, claims, and order workflows at the point of care.

With the dubious honor of being one of the thorniest pain points in provider-payer collaboration, and sitting at the start of the revenue cycle, PA is a logical starting point to establish greater provider-payer convergence. Chilmark Research projects that this new evolution in PA technology will serve as a petri dish for greater forms of convergence that will then spread to other VBC strategies.

This report answers the following questions:

  • How is PA evolving for providers and payers alike, given the growing expansion of VBC adoption?
  • What is the current state of pharmacy and medical PA technology and process?
  • Who is innovating in this space to improve the provider-payer experience and clinical and cost outcomes?
  • What should healthcare organizations (HCOs) consider as they decide on a solution?
  • Where do significant gaps remain that HCOs will struggle to fill?

Vendors Profiled: Accenture, athenahealth, Availity, Change Healthcare, Cognizant, CoverMyMeds, eviCore, MCG, Partners Healthcare, Surescripts, ZipRad

Cost: $2,750 (Discounts for qualified provider organizations. Email John for details.)


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