Regional Market Share & Vendor Efficiency

What You Ought to Know:

– As healthcare organizations have come out of the height of the COVID-19 pandemic, EMR buy choices in Asia have ramped up. In Oceania, most public hospitals have an EMR in place, however buy power stays excessive since many private and non-private supplier organizations are planning large-scale purchases of go-forward EMRs.

– This report—KLAS’ first centered completely on Asia and Oceania—highlights (1) market share and vendor power in current EMR buy choices and (2) vendor efficiency in every area based mostly on consumer suggestions and expertise.

Understanding and Analyzing The State of EMRs in Asia/Oceania

Annually, KLAS interviews hundreds of healthcare professionals in regards to the IT options and providers their organizations use. For this report, interviews had been performed over the past 12 months utilizing KLAS’ commonplace quantitative analysis for healthcare software program, which consists of 16 numeric scores questions and 4 sure/no questions, all weighted equally. Mixed, the scores for these questions make up the general efficiency rating, which is measured on a 100-point scale. The questions are organized into six buyer expertise pillars—tradition, loyalty, operations, product, relationship, and worth.

The important thing insights obtained from the report are listed and defined as follows:

IQVIA Rising Quick in Asia, with Improved Help & Supply in South and Southeast Asia:

IQVIA has one of many broadest market footprints in Asia. Prospects span six nations in Southeast Asia and are additionally present in India and Sri Lanka. The client base for IQVIA’s go-forward Arcus Air platform (acquired from Incarnus Applied sciences in 2019) has greater than tripled within the final 5 years, with 19 organizations choosing it. The hosted cloud model has been adopted by clients in Cambodia, India, and Thailand. Help has improved for the reason that acquisition, even via the pandemic. Shoppers describe robust partnership from IQVIA and say their representatives know the client group properly and reply rapidly. A current product improve has led to some studies of system slowness, hurting consumer satisfaction barely.

ezCaretech a Robust Performer in South Korea, Gradual to Increase to Different International locations

ezCaretech has a big presence in South Korea, the place they’re headquartered and the place they’ve steadily grown within the final 5 years. They’ve the best total rating of measured distributors in Asia, and purchasers—particularly massive educational hospitals, the place the answer is broadly used—report good improvement of BESTCare. Prospects describe BESTCare as a high-quality resolution with strong performance and stable integration. Some need ezCaretech to supply sooner improvement and higher coaching. Current worker turnover has resulted in slower responsiveness. ezCaretech’s new providing, EDGE&NEXT, is a smaller, cloud-based resolution that has been adopted by some smaller hospitals in South Korea. ezCaretech was additionally chosen by a hospital in Japan, their first Asia consumer exterior South Korea.

InterSystems Delivers Strong Efficiency to Broad Buyer Base:

InterSystems has purchasers (largely personal hospital teams) throughout 5 completely different Asian nations and has the most important market presence within the area among the many multiregional distributors KLAS displays. The extremely configurable TrakCare product typically meets expectations and is working properly for purchasers in a number of nations. Respondents describe good relationships with InterSystems’ executives, robust help, and clean implementations. Prospects want to see extra proactive outreach from InterSystems when it comes to adapting to native necessities, somewhat than reacting when purchasers provoke conversations. Shoppers additionally need extra proactive communication about out there coaching sources and newly launched options; on a associated observe, purchasers really feel usability for instruments like CPOE could possibly be improved.

Oracle Well being (Cerner) Has the Largest Current Market Share in Oceania, Lowest Buyer Satisfaction:

Oracle Well being, who acquired Cerner in June 2022, at the moment has the most important presence of any EMR vendor in Oceania, with a number of massive, longstanding authorities contracts, together with in New South Wales, Queensland, and Victoria. Over 200 hospitals have digitized varied clinician and departmental workflows via using Oracle Well being. Nonetheless, in November 2022, New South Wales Well being introduced their number of Epic for his or her Single Digital Affected person Report program. When it comes to the Oracle Well being consumer expertise, clients are more and more pissed off, and buyer satisfaction within the area is at the moment on the lowest level KLAS has measured. Respondents observe that important turnover has damage help and buyer relationships, and purchasers say they’re left with inexperienced personnel and poor downside decision. Hospitals which have retained the identical vendor representatives report greater satisfaction and smoother experiences. The product itself typically meets clients’ wants and is a power for Oracle Well being. Nonetheless, the slower tempo of improvement has led to unmet guarantees for particular performance. Prospects are divided on their outlook following the acquisition: some are looking forward to expertise enhancements, whereas others are much less optimistic and count on turnover points to proceed.

Epic (Restricted Knowledge) Stands Out for Relationships in Australia:

On the time this analysis concluded, 4 organizations had been stay with Epic in Oceania (all in Melbourne, Australia), and all have achieved HIMSS Degree 6; a fifth buyer went stay in late 2022. The three interviewed Epic purchasers report persistently excessive satisfaction, highlighting Epic’s robust partnership via the implementation and after go-live. Respondents admire Epic’s proactivity and strategic engagement in the case of broad change administration. Prospects do really feel coaching and product usability may enhance.

Renewed Buyer Focus from InterSystems & Telstra Have Led to Enhancements:

Following some challenges in Oceania, InterSystems restructured their crew previous to the pandemic to higher help the Australian market. These efforts have helped some struggling purchasers make enhancements and efficiently go stay. Right now, clients stay considerably dissatisfied with InterSystems: a number of upgrades (from closely personalized environments to InterSystems’ country- particular editions) had important delays and challenges that had been exacerbated by stretched sources and inadequate coaching. Going ahead, most purchasers plan to stay with InterSystems, feeling that issues will proceed to enhance. They cite enhancements like a long- awaited interface revamp (a part of a brand new improve) aimed toward higher cellular system help.

KLAS doesn’t have historic efficiency knowledge on Telstra Well being, however just lately interviewed clients persistently observe that whereas they struggled throughout implementation and within the early phases of utilizing the product (5 or extra years in the past), the seller has just lately made important enhancements to product stability and the person interface. Prospects can deploy the answer in most departments and do most documentation electronically, although some nonetheless use paper varieties or a 3rd celebration for ePrescribing. Respondents really feel Telstra Well being has recommitted themselves to specializing in buyer relationships and proactive service. Prospects need Telstra to proceed making optimistic strides in areas like integration and improvement.

The report additionally had mixed insights relating to Altera Digital Well being for Asia and Oceania:

Altera Digital Well being (previously Allscripts) has just a few purchasers utilizing Dawn Acute Care in Asia and Oceania, however KLAS was unable to interview sufficient distinctive purchasers for the seller to be rated within the particular person areas; this report shares their mixture efficiency throughout each areas. Altera is utilized by a lot of hospitals in South Australia and by just a few purchasers in Singapore and Guam; one group within the Philippines is implementing.

Buyer satisfaction with the answer is at its lowest degree since KLAS began measuring it in 2015. Most clients plan to remain due to the hassle required to get the answer to its present state, however few would purchase it once more. Shoppers’ chief complaints are sluggish improvement, inexperienced workers, poor relationships, and unkept guarantees. It’s too quickly to inform the influence of the Harris Healthcare acquisition.