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Sep 24, 2023·KLAS Research

KLAS report emphasizes importance of proactive service in HIT vendor excellence. Proactive service impacts customers' perception of a vendor's performance and is a critical differentiator in a crowded tech space. Misconceptions exist about the role of proactive service, technology can't eliminate need for proactive service, and proactive service extends beyond basic product use. Vendors must balance selling more solutions with meeting customers' existing needs. Proactive service underlies vendor offerings and requires continual attention. Automation alone can't facilitate proactive service. High-rated vendors address customer issues promptly, help improve outcomes, and foster strong partnerships. Clear proactive communication of development roadmap and upgrade experience affects customers' retention and willingness to buy. Both vendors and customers should aim for better partnerships. KLAS report, based on interviews with healthcare professionals, measures every aspect of customer experience.

Sep 24, 2023·Healthcare IT News

Chile's Clínica Alemana Osorno improved patient experience, increased access to care, and enhanced efficiency with digital workflows across its 46 specialties and four facilities. The private institution faces competition and access issues, requiring a unique patient experience and staff efficiency. Implementing a digital transformation strategy, it introduced solutions for care collaboration and patient engagement, built on an interoperability platform. The system improved administrative tasks, scheduling, patient appointment management contributing to productivity. Telehealth services enabled at-home care, and the consolidation of healthcare data improved preventative measures. The clinic saw an increase in consultations, reduced waiting times, and improved patient satisfaction; plans to further develop the platform continue.

Sep 24, 2023·Becker's Hospital Review

Reid Health CEO Craig Kinyon highlights digital divide's impact on low-income households. Notes 19% of Americans don't own a smartphone, with half sub-$30,000 income households having limited computer access and 18 million households without internet. Advocates healthcare sector collaboration with community organizations and policymakers for innovative solutions to address this disparity.