Epic Leads in Patient messaging, But Integration & Feature Gaps Remain: A KLAS Research Deep Dive
Patient engagement is no longer a “nice-to-have” – it’s a critical driver of improved outcomes, reduced no-show rates, and streamlined operations. Recent research from KLAS research sheds light on the evolving landscape of patient messaging platforms, revealing Epic’s strong position alongside emerging challenges and opportunities for healthcare organizations. This article breaks down the key findings, offering actionable insights for healthcare leaders navigating this complex space.
Epic’s Integration Advantage – and Potential Pitfalls
KLAS’s report highlights Epic’s growing dominance, largely fueled by its native integration capabilities. Organizations are increasingly consolidating on Epic to simplify governance and reduce reliance on numerous third-party solutions. However, the path isn’t always smooth.
Many organizations are hesitant to fully abandon existing tools due to gaps in Epic’s functionality. Specifically, customers cite a need for:
* More robust two-way texting: Beyond simple reminders, advanced texting workflows are crucial.
* Granular,user-friendly reporting: Detailed analytics are essential for optimizing engagement strategies.
* Roadmap transparency: Clear visibility into future development is vital for long-term planning.
Beyond Epic: Reliable Partners & Areas for Betterment
while Epic leads, several other vendors consistently deliver value. RevSpring and CipherHealth are recognized as dependable, long-term partners, demonstrably improving key metrics like no-show rates and call volumes. However, KLAS’s research also points to areas where these vendors need to elevate thier service:
* RevSpring: often perceived as reactive rather than proactive in its support.
* CipherHealth: Customers reported slower resolution times and reduced outreach efforts in the past year, alongside a desire for clearer collaboration and future development plans.
The Rise of Texting Maturity & Platform Choices
The sophistication of SMS capabilities is becoming a key differentiator. Luma Health, Artera, and TeleVox are emerging as leaders in real-time, bidirectional texting.
here’s what KLAS found noteworthy:
* Artera: Praised for its flexible workflows and ease of training.
* Luma Health: Customers appreciate its intuitive reminders, broadcast messaging, and translation features.
* Upfront (now Health Catalyst): Stands out with its psychographic segmentation and strong executive engagement, positioning it as a long-term strategic partner.
Integration remains a notable hurdle for platforms outside the Epic ecosystem. Limited EHR integration frequently enough necessitates manual workarounds, hindering automation and efficiency.
Key Trends Shaping the Future of Patient Engagement
The market is shifting towards platform consolidation, patient-centric design, and the integration of cutting-edge technologies. KLAS plans to introduce a new research segment specifically focused on patient engagement platforms, with patient communications as a core requirement. Expect to see increased focus on:
* Agentic AI: Leveraging artificial intelligence to personalize and automate interactions.
* Contact-Center-as-a-Service (CCaaS): Integrating patient communications into a unified contact center solution.
Actionable Takeaways for Healthcare Leaders
To maximize the value of your patient messaging platform, consider these recommendations:
* Demand EHR Integration Depth: Don’t settle for superficial integration. Press vendors on their ability to write data back into the EHR and manage patient preferences effectively.
* Thoroughly Test Texting Capabilities: Before expanding licenses, rigorously test real-world scenarios – including two-way image workflows, language switching, and escalation rules.
* Prioritize Proactive Service: Tie contracts to proactive support commitments, including regular cadence calls, analytics reviews, and clearly defined roadmap milestones – not just standard ticket SLAs.
* Scrutinize Pricing Models: Be wary of feature bundling and anticipate rising costs for “premium” capabilities.
* Balance Consolidation with Specialty Needs: weigh the benefits of platform consolidation against the unique requirements of specific departments or specialties. Determine when to leverage EHR-native tools versus third-party engines.
* Epic Users: Validate Gaps Before Decommissioning: If you’re an Epic shop, carefully assess any functional gaps (like advanced texting or reporting) and secure firm timelines for addressing them before retiring incumbent solutions.
The Bottom Line
The patient messaging landscape is dynamic. Epic’s native integration offers a compelling advantage
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