Also within the report, customers were asked to react to their vendor in terms of several categories, including:
- patient conditions
- software integrations
- vendor selection
- measurable success
Here is a sampling of Philips customer quotes responding within those categories, and to be fair, they are not all rosy, (though we’re humbled that the great majority are). Still, one great aspect of KLAS reports is a reminder that we can always get better. And I was struck by how our customer quotes also relay a broader perspective on remote monitoring as a clinical tool.
- We were a little concerned that the population we serve might be a little fearful of virtual visits… But it has been quite the contrary. They love the telehealth visits. The patients would do the visits everyday if we were able to do that…These visits have made a big difference in patient engagement, and the staff members definitely feel it.
- One reason we went with Homecare Homebase is because they told us we could get our interfaces completed with Philips within just a few months. It has been several months, and we still do not have our interface. Not having that interface has increased our workflow tremendously. We had an interface with Philips with our previous EMR. Not having that integration makes it difficult for us to track visits. That tracking has to be done manually.
- We have been with Philips for a long time. Last year, we upgraded to their eCareCoordinator platform to allow us to do virtual visits. This platform also gives us a lot more capabilities for patient education, and there are a lot fewer connectivity problems because of the Bluetooth devices.
- Has algorithms built in and does the work for us. It takes the guesswork out for our users
- Our biggest success is that we have managed to reduce our readmission rate by fifteen percent.
- One of our biggest successes using the Philips tool is with our hospital’s frequent fliers. These patients go in and out of the hospital regardless of whether they need to be there… when we implemented the Philips tool, we put those patients on the monitors and were able to keep them out of the hospital for 30 days.
- Apparently the platform would update without anyone knowing, so we had to suffer the consequences of whatever happened as a result of those upgrades. All those issues have worked themselves out over the years, though. We have worked alongside Philips to get the system’s platform in a good place.
- I would like Philips to reach out more often.
- We have had to switch up the software pieces with upgrades, we have encountered learning curves.
Finally, the report notes that healthcare organizations have historically funded RPM through capitation and bundled payment models, state Medicaid grants, FFS revenue set-asides and value-based purchasing reimbursements.
But direct reimbursement is on the way.