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A Conversation with Taylor Davis, VP, Consulting Services, KLAS

July 30, 2015
by Chuck Appleby, Ph.D., Appleby & Associates, LLC
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Chuck Appleby

We had so much to talk about in our conversation with KLAS Research's Taylor Davis for the 2015 HCI 100 feature story (to be released shortly) that we continue the discussion here. 


Davis noted the health information exchange (HIE) market is being rocked by acquisitions, which may have negative impacts on the all-important issue of integration. “Acquisitions are very disruptive in the HIE market,” he says, adding how that tumult affects the closely-related population health market is as yet unknown.

Patient Engagement & Care Management

Another dynamic area to watch, also related to HIEs, is the patient engagement and care management market.  “Providers are trending toward enterprise vendor solutions,” Davis says, and eschewing best-of-breed products. “Watching that going forward is going to be interesting.”

Best in KLAS

The following nuggets—taken from multiple healthcare technology market segments— preview the up-coming “Best in KLAS” annual report, which analyzes responses from users of specific vendor products in the field. (For more information visit


Client ratings are rising for this diagnostic imaging and HIT company, despite losing some customers recently and lacking “energy in the market,” he says.


Satisfaction ratings are rising, but also the percent of customers who say the EHR vendor is not part of their long-term plans. About a quarter of organizations using Allscripts Sunrise Clinical and Revenue Cycle suite do not see it in their future. Satisfaction ratings are also dropping for the company’s DBMotion HIE product.


This ambulatory EMR vendor has “lots of energy” in the market, says Davis, with satisfaction ratings rising. Early this year it acquired inpatient EMR vendor RazorInsights, which is “still a vanilla solution,” he says, and athenahealth is still “a ways away” from becoming an enterprise EHR player.


Cerner’s acquisition of Siemens has gone well.  “They’ve done a good job,” and service and support are good, although Cerner’s customer ratings have dropped slightly probably due to slowness in delivering population health, portal, HIE and especially analytics software.


The ambulatory EMR vendor has grown in revenue but customer satisfaction has dropped. “Version 10 was not as impressive as customers expected. Population health is a leader but in some areas customers have expressed frustration,” says Davis.


Epic still has momentum in the market, recently winning Mayo Clinic. “They continue to be incredibly successful despite fairly negative press around interoperability,” he says, adding that a CIO using Epic extolled their helpfulness in an implementation. Other vendors consider Epic “a problem” because of the perceived lack of interoperability and Epic has not joined interoperability alliances like CommonWell. However, says Davis, “Most Epic customers point to Epic as a strong leader in interoperability.”


“Taking a dive with customer satisfaction.”


The giant EHR vendor, which lost its perch as #1 in last year’s HCI 100, is “up and down,” he says. “Paragon was late and is struggling in Version 13, and the ambulatory side is slow too.”


Meditech is coming out soon with Version 6.1, a big upgrade that will integrate its ambulatory EMR with its core EHR.

Those were just a few glimpses of the extensively detailed “Best in KLAS” research report now in pre-production mode.  Thanks to Taylor Davis for sharing these insights with us.

Chuck Appleby, Ph.D. is a leadership and organization development consultant with over 30 years of management, consulting, and coaching experience in government, industry, and non-profits. He is president of Appleby & Associates, LLC (Vienna, Va.), where he provides clients with assistance in strategy development, organizational assessment, work system design, leadership development, coaching, and change management. Chuck is also the founder of the Great Enterprises Consortium, an alliance of independent consultants who are dedicated to creating great workplaces. He is also a founding member of the World Institute for Action Learning (WIAL).