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 targeted 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 1000’s of healthcare professionals concerning the IT options and providers their organizations use. For this report, interviews have been carried out over the past 12 months utilizing KLAS’ normal quantitative analysis for healthcare software program, which consists of 16 numeric rankings questions and 4 sure/no questions, all weighted equally. Mixed, the rankings 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. Clients span six international locations 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 because the acquisition, even by the pandemic. Purchasers describe robust partnership from IQVIA and say their representatives know the client group effectively and reply shortly. A current product improve has led to some experiences of system slowness, hurting consumer satisfaction barely.

ezCaretech a Sturdy Performer in South Korea, Sluggish to Increase to Different Nations

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

InterSystems Delivers Strong Efficiency to Broad Buyer Base:

InterSystems has purchasers (principally personal hospital teams) throughout 5 totally different Asian international locations and has the biggest market presence within the area among the many multiregional distributors KLAS displays. The extremely configurable TrakCare product typically meets expectations and is working effectively for purchasers in a number of international locations. Respondents describe good relationships with InterSystems’ executives, robust assist, and clean implementations. Clients want to see extra proactive outreach from InterSystems when it comes to adapting to native necessities, slightly than reacting when purchasers provoke conversations. Purchasers additionally need extra proactive communication about accessible coaching sources and newly launched options; on a associated observe, purchasers really feel usability for instruments like CPOE may very well be improved.

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

Oracle Well being, who acquired Cerner in June 2022, at the moment has the biggest presence of any EMR vendor in Oceania, with a number of giant, longstanding authorities contracts, together with in New South Wales, Queensland, and Victoria. Over 200 hospitals have digitized numerous clinician and departmental workflows by using Oracle Well being. Nonetheless, in November 2022, New South Wales Well being introduced their collection of Epic for his or her Single Digital Affected person Document 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 harm assist 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 larger satisfaction and smoother experiences. The product itself typically meets clients’ wants and is a power for Oracle Well being. Nonetheless, the slower tempo of growth has led to unmet guarantees for particular performance. Clients are divided on their outlook following the acquisition: some are eager for 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 have been stay with Epic in Oceania (all in Melbourne, Australia), and all have achieved HIMSS Stage 6; a fifth buyer went stay in late 2022. The three interviewed Epic purchasers report constantly excessive satisfaction, highlighting Epic’s robust partnership by the implementation and after go-live. Respondents admire Epic’s proactivity and strategic engagement on the subject of broad change administration. Clients do really feel coaching and product usability might enhance.

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

Following some challenges in Oceania, InterSystems restructured their staff previous to the pandemic to higher assist the Australian market. These efforts have helped some struggling purchasers make enhancements and efficiently go stay. Right this moment, 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 have 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) geared toward higher cell gadget assist.

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

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

Altera Digital Well being (previously Allscripts) has a number of 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 numerous hospitals in South Australia and by a number of 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 trouble required to get the answer to its present state, however few would purchase it once more. Purchasers’ chief complaints are sluggish growth, inexperienced workers, poor relationships, and unkept guarantees. It’s too quickly to inform the affect of the Harris Healthcare acquisition.