2022 Technologies Driving Improved Healthcare Experiences

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As options for care delivery grow, so too do consumer expectations. Providers are looking to leverage new technologies and platforms, both to streamline the patient journey through a healthcare system, as well as ease the burden on their own resources.

What does the future hold for healthcare institutions and consumers as both patient expectations and provider capabilities grow and change? How have expectations changed following the adoption of new tools and services during the pandemic?

In this report, we’ll be looking at patient-centric solutions and their futures. These will be:

  • Offerings that at least partially allow the patient to engage with the provider to resolve direct healthcare needs;
  • On-demand, or not limited by appointments, hours of operation, or similar considerations;
  • Part of a closed workflow loop, not intermediary solutions – designed to be part of an integrated medical experience and not simply a component of that experience (such as a basic payment or scheduling app). 

This research will define the scope of capabilities an ideal experience strategy will enable to meet current market demands, with an eye towards ongoing development and future needs. The report will explore the current market dynamics driving adoption, key vendors operating in the space with evaluations of their solutions, and emerging ‘vendors to watch’ taking notable approaches to solving a problem in this niche.

In a rapidly shifting landscape, we can help you filter the the signal from the noise. With all the hype around consumer-driven healthcare, rely on our analysts to provide pragmatic insights on the key trends relevant to your organization’s strategy.

This report features the following vendors:

Cost: $6,000

Stay up to the minute.

This report is available to subscribers of the Chilmark Advisory Service via the client portal, or may be purchased separately by clicking below. Check out the podcast Sr. Analyst Jody Ranck did with Beckers Healthcare on this topic – click here.

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Many health systems and hospitals suffered a severe financial shock with the onset of the COVID-19 pandemic in March 2020. With hospital operating margins already slim, such a shock can drive margins into negative territory and impact the survival of the organization. Because of this, the pandemic created an opportunity for a number of AI in Operations (AI4Ops) vendors to demonstrate a measurable ROI during the crisis, and emerge stronger for it.

While most of the attention in the AI space has focused on clinical applications, AI for operations – AI4Ops – is where the real action is today. Smart money is catching on to the potential market for reducing overhead and administrative waste in healthcare, with recent investments and M&A activity in this space reflecting that.

This report takes a closer look at several leading solutions in the AI4Ops space and provides an overview of the trends and dynamics of the market as it evolves post-pandemic:

The research focused on the largest segments of the operations spectrum from supply chains to hospital operations. We have also included a small number of supply chain and RPA vendors that we believe compose an important, but smaller segment than RCM and hospital operations.

Evolution in Ops Approaches

Evolution of Healthcare Operations Approaches

The report covers a number of operational use cases including the following:

  • Discharge Planning: ER management, Discharge barriers, Perioperative
  • Hospital Operations: Staffing, Hospital beds, Surgery, Asset optimization
  • Revenue Cycle Management (RCM): Intelligent claims management/denial prevention, Prior authorizations/eligibility, Patient ability to pay, Fraud detection
  • Supply Chains: Predictive caseloads, Supply chain forecasting, Resource prioritization

Many healthcare organizations have been using point solutions for operations as they initially engage with AI, but the leading vendors are building multi-functional, end-to-end platforms across operations and RCM functional areas.

The report provides clear examples of how healthcare leaders can learn from other industries such as airlines and airport capacity management to improve their own operations. We also highlight vendors who excel at the change management component of AI4Ops, which is mission-critical to successful digital transformation.

As an essential piece of digital transformation, AI4Ops will continue to relieve the burden on an already stressed healthcare system, and should prove a testing grounds for developing trust in AI offerings within the healthcare industry.

Healthcare administrators and leaders looking for ways to improve their operations processes will find this report useful in assessing which vendor and solution is right for their organization’s needs. Operations executives can expect to find clear breakdowns on AI offerings that will alleviate many of the stresses facing their organizations today. Investors, solutions vendors will find value in the outlines of market trends as well as the competitive landscape, and the market sizing projections will assist in targeting customers for their products.

Vendors Profiled: Change Healthcare, Codoxo, Health Catalyst, HospitalIQ, Infinitus, LeanTaaS, Olive, Optum, Qventus, Waystar

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The Health Cloud Data Analytics Hub

The U.S. healthcare industry is undergoing tectonic change. Market and economic forces, as well as the legacy of the industry’s past business and technical practices, are causing every healthcare enterprise to look for untapped opportunities to realize a greater return on data and data infrastructure investments.

The historic shift from a fee-for-service-based (FFS) revenue model to value-based healthcare is causing an industry-wide reevaluation of the effectiveness of clinical, business, and financial processes. This transition will allow the industry to serve patients and members more equitably with high quality, cost-effective healthcare services. Healthcare enterprises of all kinds have turned to cloud computing to better leverage their data assets to drive new innovations in analytics and reporting.

To capitalize on this innovation opportunity, healthcare enterprises must partner with vendors who can deliver not only cloud-native technology, but also bring a strong understanding of the unique challenges presented by healthcare data. Healthcare data is highly variable in its formats, expressions, and degree of standardization. The industry’s own standards are not always followed; local variants often become the norm inside many organizations. Healthcare data types are proliferating and the data itself is becoming more widely available for uses across the healthcare system.

Healthcare is also massively siloed, which has led to enormous data redundancy inside and across different enterprises. Healthcare enterprises must be able to cope with these challenges to effectively source, prepare, and stage this data for healthcare analytics.

This research brief introduces the idea of a Health Cloud Data Analytics Hub. It shows how the combination of cloud computing and advanced tools for healthcare data management can help healthcare enterprises enable both users and developers to do more with data. It describes how cloud and other technology vendors can support organizations with varied skills and people resources available to work on analytics efforts. It will also help set some reasonable expectations for selecting and working with such vendors.

Disclosure: This research brief was produced with support from Actian Corp given our shared interests in educating users about the importance of effective cloud infrastructure in healthcare, which we have been writing about for years now. You can be confident that even when producing sponsored content, our objectivity in presenting the materials is fundamental to our credibility and mission, so these are developed to be educational, never promotional.

Patient-Centric Communication for the Omnichannel Future

Patient Relationship Management: Understanding the full context of the patient in an increasingly complex healthcare system 

CRM and the platforms which enable it were pioneered by the hotel and hospitality industries, not just to bring in new customers, but also to build and maintain their relationships with existing customers. Recognizing that a loyal lifetime customer is more valuable than a new one, their goal was to breed loyalty through communication and familiarity. A CRM manages outreach, PR, and loyalty programs. It records a customer’s history not just at a single location but throughout an entire chain, noting their preferences, details of prior stays, what promotions and enticements have been most successful to bring them back, and the entire network of relationships that can exist between a commercial organization and a potential customer. 

The Patient Relationship Management platform puts clinically relevant, non-encounter-based interactions at the forefront of its workflows. PRM platforms understand how vital good communication and outreach are beyond just producing encounters or influencing patient experience and satisfaction metrics. Through improved communication, they help build vital relationships and drive important clinical outcomes. The core of the PRM is the contextual use of information. Leveraging data and maintaining a fuller, more complete view of the patient context, PRMs enable care activities, messaging, and the delivery of the content which is most important to patients and their health. By going beyond data within the EHR and looking at the full breadth of sources of clinical care a patient may receive, they offer a fuller view of patient needs and a better understanding of communication the patient is already receiving. 

This research brief provides ideas and insights for healthcare organizations seeking to understand the differences between Consumer Relationship Management and Patient Relationship Management. It can assist with the identification of organizational needs and digital transformation efforts. As organizations look to select and work with relationship management vendors, they can apply what they learn here when defining reasonable expectations, identifying necessary components, and selecting the correct platform for their goals.

From Connectivity to Real Provider Usability: Enhanced Reconciliation for Healthcare Data

This research brief describes an approach to enhanced data curation (de-duplication and reconciliation) that will support the integration of any outside data sources and data classes into a patient’s chart. It meets the organization’s need for more satisfied, efficient clinical users by satisfying clinician’s need for complete information and simplified workflows.

The Health Cloud: Key Infrastructure for Digital Transformation

This report is available to subscribers of the Chilmark Advisory Service via the client portal, or may be purchased separately by clicking below. To accompany the release of this report, author Alex Lennox-Miller hosted a live roundtable in June with Dr. Don Rucker, Julia Millard (Bright.MD) and Mike McSherry (Xealth), which can be viewed here.

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Virtual care plays an essential role in solving the problems of modern healthcare. The necessary remote appointments and home care of the COVID pandemic have driven use of virtual care to new heights, but its real promise goes far beyond these uses. When seen as part of a system of distributed healthcare, virtual care can play a vital role in the long-term care relationships that occupy most of the modern healthcare system.

This research report looks at the rapidly growing market opportunity, which at a CAGR of >20% is projected to reach in excess of $20 billion USD by 2027. The report segments growth in the four leading markets for VCM: commercial payers, self-insured employers, health systems, and independent ambulatory practices.

The work looks closely at a broad cross-section of vendors that are leading the VCM charge, ranging from incumbent EHR and population health vendors to best-of breed solution providers. The research also discusses the most significant trends in technology, reimbursement and regulation, and how those will impact adoption and implementation of these offerings over the coming years.

Each type of solution (EHR, PHM, Best of Breed) is evaluated based on how they address the needs of providers and patients. The report reviews the current state of the market, the maturity of solutions, and the strengths and weaknesses of each solution type. Each vendor profiled is evaluated on 17 metrics – twelve (12) for specific product functionality and five (5) for market execution.

This report also introduces the new Flagship Vendor category, which recognizes solutions that excel in each of the aggregated capability categories. For this report, those vendors are (Vendor – Category, presented alphabetically):

  • Amwell – Omnichannel Functionality
  • Innovaccer – Enrollment and Assignment
  • Epic – Reporting and Analytics
  • Neuroflow – Care Management
  • Teladoc – Patient Engagement

Vendors Profiled: Amwell, athenahealth, Bright.md, Caregility, Cerner, Doxy.me, Epic, Gyant, Health Catalyst, Innovaccer, NeuroFlow, NextGen, Persivia, Philips, Silvercloud, SymphonyRM, Teladoc/Livongo

Cost: $6,000

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This report is available to subscribers of the Chilmark Advisory Service or may be purchased separately by clicking below.

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Chilmark Research’s latest report, Integration Infrastructure: Building 21st Century Healthcare IT, captures a market transitioning to new approaches to development and integration, enabling greater usability of data across organizations and applications. Pressure has long been building towards streamlining the flow of data between provider, payer, and patient. Driven by both market and regulatory forces, the movement towards better data availability will increasingly rely on APIs and other services to provide this connectivity.

Data has long been a treasured commodity in the healthcare industry, and many enterprises are seeking faster, cheaper routes to utilization as the quantity and liquidity of data increases.

This research predicts the market for integration technology and services will amount to $2.09 billion by 2026, representing 14% CAGR across all healthcare sectors. However, non-traditional sectors, including Life Sciences, will grow far faster (3-4 times the rate in traditional buyers) and will amount to the largest single market for this technology by 2026. 

Data aggregation, until now mostly a precursor for analytics and reporting applications, is important for a more diverse set of applications and range of access requirements. Building the data stores behind APIs, creating cohort-level data on demand, and supporting analytics on-demand are examples of growing market needs that this report discusses.

The building of new price transparency tools for members and patients will be greatly aided by the products and services described in this report. Many providers and payers will use the data aggregation capabilities highlighted to harness new data, contributing to a better understanding of their pricing position compared to similar local organizations.

Quality of care, growth potential, and regulatory compliance all hang in the balance as the race to greater data liquidity continues. Purchase a license to this report today help you understand how each vendor differentiates and what to consider when planning your own development and integration strategy.

Vendors Profiled: Allscripts, Amazon Web Services (AWS), CareEvolution, Cerner, Epic, Google Cloud, Health Catalyst, InterSystems, Lyniate, Microsoft, NextGen, Orion Health, Philips, Redox

Cost of report: $6,000

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