KLAS PHM performance 2017: Top 10 customer assessed across all verticals

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Jan 04, 2018

Philips PHM is a top-10 assessed solution across every functionality population health management platforms need to offer in today’s marketplace, and we perform particularly well for IDNs, hospitals and larger ACOs.


That’s the consensus from the latest KLAS report, compiled by the independent, non-profit firm KLAS Research strictly from customer interviews. (All told, KLAS evaluated 23 validated vendors laying claim to PHM functionality.)


As KLAS researchers summarized, Philips Wellcentive is a longstanding player in the PHM market, offering a comprehensive solution with functionality for all PHM verticals …  Customers view Philips Wellcentive as a forward-thinking vendor that is helping to push the industry forward.


I think the key word there is of course comprehensive. As the health system delivery market continues to consolidate, merge and acquire, and as value-based care models and risk-bearing contracts grow, the ability to manage larger populations with scalable health IT is crucial. We hear that from our customers regularly, and we’re very proud we’ve been able to deliver.


As we noted in November, for the first time since it began assessing PHM vendors in 2013, KLAS is devoting two reports to PHM this year. The first report, “Validating Adoption of PHM Functionality,” really spoke to how healthcare industry stakeholders are understanding and approaching population health management.


This second report, “Balancing Collaboration and Functionality,” to invoke an old cliché, is where the rubber meets the road. It’s all about performance.

EMRs falling short across PHM verticals

This report also makes it clear that PHM functionality is an intricate and specialized service and technology, and we understand the report’s overall assessment of the efforts by EMRs to enter the market:


Despite broad deployment and high customer expectations, the PHM solutions from EMR vendors garner only average or, in some cases, exceptionally poor overall satisfaction and are rarely among the top five performers in any vertical. This is partly because customers’ needs increase in complexity as broader deployment is achieved.


That again speaks to the size and scale needs of larger systems, and again we get it, we’ve been at this for more than a decade.


And to be fair, EMRs have worth in the industry. We have great relationships through interfacing arrangements via mutual customers as we aggregate and analyze data from among the multiple disparate EMRs a given health system is trying to navigate. (And doing so means systems do not have to consider a costly platform replacement to achieve PHM, value-based care models and quality reporting.)


We both believe that clinicians should be able to access relevant data in a single place to impact workflow, care management and outcomes, and we are currently working with EMR vendors on innovative outbound data programs and other means to move normalized, actionable data back into the EMR for clinician encounter and reporting needs.

Klas' six verticals of PHM

Last year, we and other industry stakeholders met with KLAS to help the organization understand and rate the necessary verticals for PHM, and we’re proud of our unique standing in this report across all verticals.


And as KLAS noted in its first report this year, Many organizations are trying to get as close as they can to a one-stop shop.


Doing so means competency across these functionalities, highlighted by an assessment by a Philips Wellcentive customer.


  • Aggregation - I think Philips is really good at normalizing the data, and it isn’t an easy task to normalize so much disparate data.
  • Analysis - I am trying to think of what Philips Wellcentive can’t do that we need to do in regard to analyses, and I can’t think of anything.
  • Care Management – Advance Outcomes Manager is actually a good tool for care management. It is tedious to use for care management, but all care management tools are tedious to use.
  • Administrative/Financial – The administrative piece is new to Philips Wellcentive, and I think they are still working out some kinks, but they are on a good path.
  • Patient Engagement – We can completely customize a care plan so that it applies to one patient, and we can establish goals within the care plan, and the goals are really easy to see.
  • Clinician Engagement – On the clinician side, Advance Outcomes Manager is doing really well.


As the report authors framed the achievements – and challenges – of comprehensive PHM: The vendors highlighted most consistently across verticals provide teams of highly responsive engineers and executives to work through customer requests and challenges, even if they don’t have all the pieces of a complete solution today.


We’re proud we have all the pieces in place, and that we were also assessed highly in companion categories such as needed functionality and supports integration goals. We are especially proud that:

  • 80% of customers interviewed said they would buy again
  • 84% said we are part of their long-term plans
  • 91% said we avoid “nickel and diming”
  • 67% said we keep all promises.


Yes, only 67%, and like with any KLAS report, you must embrace the constructive criticism, which the reports do not hold back on.

We all have work to do

KLAS reports always provide an opportunity to take stock and to provide an unfiltered supplement to our own dialogue with customers, and again we’re humbled and inspired by these results.


As an industry, the entire health IT spectrum has work to do, to constantly innovate on behalf of provider customers and their patients. And mainly to listen.


Amid an uncertain political and regulatory climate, amid high expectations and critiques, we need to keep working on how we can advance value-based insurance design, social determinants of health data, patient-centric interoperability, security measures and many other functionality and workflow gains that truly speak to population health improvement, not just management.

About the author

Niki Buchanan

Niki Buchanan, 
General Manager & Business Leader, Philips

Niki Buchanan is General Manager & Business Leader for Philips PHM. A dynamic and versatile healthcare executive, Niki uses her distinctive customer satisfaction and product optimization methodology to lead improvements across the Health IT spectrum.

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