No part of a Black Book publication may be reproduced, stored in a retrieval system or transmitted in any form by any means (electronic, mechanical, photocopying, recording or otherwise), without the prior permission of the publisher, Black Book Market Research LLC.
The findings of Black Book Research reports are believed to be correct at the time of publication but cannot be guaranteed.
Please note that the findings, conclusions and recommendations that Black Book Rankings delivers will be based on information gathered in good faith from both primary and secondary sources, whose accuracy we are not always able to guarantee.
As such, Black Book Research can accept no liability whatever for actions taken based on any Information that may subsequently prove to be incorrect.
2018 BLACK BOOK KEY PERFORMANCE INDICATORS VENDORS
HEALTHCARE INFORMATION SYSTEMS TECHNOLOGY COMPANIES & SERVICES FIRMS
Black Book collects ballot results on 18 performance areas of operational excellence to rank vendors by software, systems, products, equipment and outsourced service lines. Client users submit ballots per vendor per function which are juxtaposed with client size, functions outsourced, software installed, systems employed, services rendered, industry/vertical(s) affected, country of service origin and overall service and/or product line domain.
The gathered data is subjected immediately to an internal and external audit to verify completeness and accuracy and to make sure the respondent is valid while ensuring the anonymity of the client company is maintained. During the audit, each data set is reviewed by a Black Book executive and at least two other external reviewers. In this way, Black Book report clients are able to clearly see how a vendor is truly performing. The 18 criteria on operational excellence are subdivided by the client's industry, market size, geography and software category/function outsourced and reported accordingly.
Strategic Alignment of Vendor Offerings to Healthcare System Client
Organizational structure meets the needs of stakeholders or customers
and stakeholder satisfaction is the most important priority. Health
Information
Technology software and services company ("VENDOR") is likely to
recommend the vendor to similar sized health systems, hospitals,
physician
groups, physicians, ancillary within the same specialties and or
delivery settings. Client goals may include ONC, MACRA, Meaningful Use,
HIPAA,
Strategic Growth, Transformation of technology and/or operations, etc. Client missions are discussed prior to implementation and
considered
core to the implementation teams' objectives.
Innovation & Optimization
Customers are continuing to push the vendor for further enhancements to
which the vendor is responsive. Vendor clients also believe that their
vendors'
technology is helping them manage practices and processes more
effectively, generate accurate records and reimbursement billings, track
resource
utilization and cut their overhead in ways that were difficult or
impossible to accomplish before the specific vendor software and
services were
implemented. Vendor is responsive to make client recommendations with
cutting edge improvements specific to the client, and, also broad for
the entire
improvement of the population's health.
Training
Vendor leadership provides significant and meaningful training
opportunities for internal employees and client staff. Leadership
strives to develop
technology staff, software client service and customer servicing
consultant employees, in particular. Training modules are effective and
practical so that
minimal post-implementation training is required on or off site. Regular
updates are timely and require minimal additional training to
implement. Areas
which require the most or additional training modules and refreshers are
provided adequate resources. User group meetings, webinars, onsite
training,
offsite training and educational opportunities are common practices for
the vendor as offerings to their clients.
Client Relationships And Cultural Fit
The vendor leadership honors customer relationships highly. The relationship with the vendor company elevates the customer reputation. Improving provider practice and healthcare delivery efficiency and effectiveness is a priority of the supplier. Governance of engagement is neither complex for buyer nor does it require vendor management attention regularly. There is no regular transparency or quality issue. There are no culture clashes or misfits that threaten relationship's success or client's satisfaction. Global clients (non-USA) confirm their experience has included efforts to provide local/regional expertise and employees to enhance the fit between client and vendor.
Trust, Accountability, Ethics And Transparency
Trust in enterprise reputation is important to vendor clients as well as prospects. Client possesses an understanding that its vendor organization has the people, executives, processes, and resources to effectively deliver the desired business and clinical results, based on its industry reputation and past performance. There are no disconnects between promises and delivery. The client is not affected and or protected by the media coverage of their vendor, particularly bad news. The conduct of vendor employees from the top to the bottom of the organizational chart is highly ethical as demonstrated by superb accountability and transparency in actions and activities.
Breadth Of Offering, Varied Client Setting, Delivery Excellence Across
The vendor offers industry recognized horizontal functionality and vertical industry applications, and manage bundled healthcare IT services and developing new e-Health initiatives. Vendor routinely drives operational performance improvements and results in the areas they affect. Comprehensive offerings are constructed to meet the unique needs of the client's technology initiatives. Breadth of vendor modules offers comprehensive system services and broad modules. Complete offerings may include EHR, Population Health, Open Health Information Exchange, Revenue Cycle Tools, Business and Clinical Decision Support, Analytics, Care Coordination and Cybersecurity tools. Both inpatient and outpatient products are offered by comprehensive vendors.
Deployment And Implementation
The client deploys at a pace acceptable to the client. Vendor solutions eliminate excessive supervision over vendor implementations. Vendor overcomes client implementation obstacles and challenges effectively. Technical, organizational and cultural implementation obstacles are handled professionally and punctually. Vendor implementation time meets standard expectations. Implementations are efficient and sensitive to users' specific situations which may cause delays. There are not significant or unexpected cost overruns associated with the implementation. The vendor employs its own implementation team or demands best practices from engaged consultants to ensure deadlines are met and budgets are adhered to honor the initial implementation cost agreements.
Customization
Vendor products and process services are customized to meet the unique needs of specific practice client purpose, processes and physician models. Little resistance is encountered when changing performance measurements as clients' needs vary. Extraordinary efforts are made to adapt and convert client special needs into workable solutions with efficient cost and time considerations. Vendor software allows for modifications that are not costly or complex. In the case of a health system with multiple delivery sites and processes, the Vendor provides experienced analysts and implementation coordinators to develop the functionality and preferences of the client.
Integration And Interfaces, Interoperability And Connectivity
The vendor supports interfaces so information can be shared between necessary applications. Solutions are easily integrated to existing backend systems as needed and connectivity feasible. Seamless interfaces to legacy applications are performed as required for optimal functioning. Human integration and interface activities are administered precisely. Systems communicate effectively among provider groups and ancillaries. True interoperability with other healthcare organizations is factored into implementation. Costs of integrations and interfaces is anticipated and detailed in original contracting prior to implementations so that the client does not endure any unexpected fees or delays. Sharing of patient data is open and not restricted by construction, platforms, pricing/fees, networking or vendor requirements.
Scalability, Client Adaptability, Flexible Pricing
Vendor services and solutions provides flexible pricing allowing the client to choose and pay for the precise functionality and services needed. Vendor invests in significant infrastructure and have the ability to provide services to enterprise organizations. IT products and services meet the changing and varied needs of the customer. Pricing is not rigid or shifting and meets needs of client. Client has the advantage and opportunity to select only the products it needs and avoids a complete rip and replace situation of their complete IT system unless warranted to keep costs manageable.
Vendor Staff Expertise, Compensation And Employee Performance
EHR vendor team of employees is considered top in industry for professionalism and skill. Vendor attracts and retains high performing staff. Vendor is focused on building and developing a strong employee team of producers. Employees act like owners/leaders. Company is moving towards leveraged pay at all levels. Vendor is using effective tools to tie performance metrics to compensation policy and compensating top leaders. Human resources- related criteria are scored from the client perspective on this indicator. Vendor employs a high percentage of employed professionals as opposed to relying on consultants and per diem staffing to complete implementations. Vendor retains competent staff due to policies and practices that compensate, recognize and award high performance for clients.
Reliability
Vendor supplier meets agreed terms as evidenced by routine, acceptable service level reporting and industry expectations. Depth and breadth of applications/solutions are acceptable in meeting client needs. Online reliability is maximized and outages/downtimes are minimized. Solid product and service capacities are demonstrated consistently. Service levels are consistently met as agreed. Services and support response is maximized by vendor team. Service outages are minimal and or anticipated and communicated. Vendor employs contingency technical staff to immediately address any situation.
Brand Image And Marketing Communications
Health information technology vendor's marketing and sales statements/pitches are accurately and appropriately represented by actual product and service deliverables. Vendor image is consistent with top analyst rankings and not inflated by advertising or presentations. Sales presentations and proposals are delivered upon and corporate integrity/honesty in marketing and business development are highly valued. Company image and integrity are values upheld top-down consistently. High levels of relevant client communications enhance the vendor - client/user relationship. Vendor image is not distracted by difficult or damaging media and press coverage that leaks onto its clients. Public relations, analyst relations and media relations are handled with skill and proficiency with the client's reputation always protected and enhanced where possible.
Marginal Value Adds
The vendor's cost savings are realized as generally estimated and not over-positioned or over/underestimated in ways that effect major client satisfaction or costs. Vendor offers value-adds as a practice management partner in cost savings and avoidance initiatives and creative programs through bundled product design. Provides true business transformation opportunities to health systems, hospitals and physicians utilizing healthcare technology. Vendor provides opportunities to client to engage in focused training and education sessions directly corresponding to the products the client has implemented. Vendor offers modules at little or no cost that benefit the client and user level. Other value-added options may include product or service development directly around the respective needs of individual clients without cost or delayed in implementations.
Vendors Financial Viability And Managerial Stability
Vendor's viability, employee turnover, financial stability and/or cultural mismatches do not threaten relationship. Senior management and the board exemplify strong leadership principals to steward appropriate resources that impact HIT buyers. Client is confident of long term industry viability for this vendor based on investments, client adoption, exceptional outcomes and service levels. Field management is notably competent, stable and supportive of clients. The vendor demonstrates and provides evidence of competent, financial management, and leadership. In the case of publicly traded companies, the stock price is consistent with a well-managed organization. For private and public HIT companies, there is no wasteful or ostentatious use of profits as to keep pricing to clients controlled.
Data Security And Backup Services
To provide secure and constantly dependable health information technology service offerings for physician and hospital/IDN affiliate practices and entities, a vendor must provide the highest level of security and data back-up services. The vendor's service in these two areas is superior to the security and back-up system of past internal systems of the healthcare organization. The vendor partners with renowned data security experts, software and specialists. Data centers are protected and safely distributed. Vendor uses the highest levels of protection, security, authorization, privacy and defense on behalf of the client
Support And Customer Care
Account management provides an adequate amount of onsite administration and support to clients. There exists a formal account management program that meets client needs. External analysts, press/media and other clients reference this vendor as a services leader and top vendor correctly. Customer services and relationship satisfaction is manifested through significant flagship clients as well as smaller and newest customers similarly. Vendor provides appropriate number of accessible support and customer care personnel. The vendor offers support via call centers that feature client language speakers, experienced and highly trained technicians, and hospitable and courteous relationship managers.
Best Of Breed Technology And Process Improvement Developments
Product management and related technology services are considered best of breed. The vendor technology elevates customers via capabilities, equipment, processes, deliverables, professional staff, leadership, quality assurance and innovative initiatives. Vendor services are delivered at or above current/former in-house service levels. Technology is current and relevant to exchanging health information among providers, as well as sufficiently offering patient access. Innovative technologies and applications, as well as managed services are made available to meet the needs of the respective client and the entire healthcare delivery system.
