KLAS: COVID-19 Guide to Telehealth Virtual Care & Remote Care Platforms

What You Should Know:

– New KLAS telehealth reports aims to aims to provide high-level COVID-19 guidance helpful to healthcare organizations on the virtual care and remote care platform vendor landscape.

– Includes high-level overviews of validated vendors’ current customer satisfaction, key questions to consider in building a strategy, and a consolidated view of KLAS’ previously published telehealth reports.

Telehealth
adoption in healthcare until recently had been increasing at a slow, gradual
pace; however, adoption has skyrocketed in the midst of the COVID-19 outbreak.
Lawmakers have been forced to respond quickly with relaxed privacy and
reimbursements regulations in an attempt to remove some of the standard barriers’
healthcare organizations would face in adopting telehealth solutions.

In a new KLAS report ,
the first of two COVID-19
focused telehealth reports aims to aims to provide high-level guidance helpful
to organizations as they make immediate decisions and also solidify long-term
telehealth strategies. It includes high-level overviews of validated vendors’
current customer satisfaction, key questions to consider in building a
strategy, and a consolidated view of KLAS’ previously published telehealth
reports.

Telehealth Vendor Landscape Performance Data

Provider organizations are now turning to a wide variety of
solutions during the COVID-19 crisis, including many vendors that KLAS hasn’t
validated yet.  KLAS outlined a
high-level overview of customer satisfaction data for the virtual care and
remote patient monitoring vendors:

Virtual Care Platform: Software/hardware solutions
that facilitate diagnosis, consultation, treatment, monitoring, education, and
care management via tele/video-communication technologies.

American Well – 78.0/100

Early market entrant with large presence. Generally used by
larger health systems and some payers. Broad capabilities typically meet
customer expectations. Some declining satisfaction as customers struggle to
achieve desired outcomes and receive needed support as Amwell grows. Some EMR integration
challenges reported.

InTouch Health Virtual Care Platform – 86.7/100

Best in KLAS winner recently acquired by Teladoc. Customers highlight
strong, easy-to-use product and vendor focus on helping customers achieve
desired outcomes. Validated for all visit types but stands out for telespecialty
visits. Generally strong support strained at times by rapid growth. Lower value
for some due to cost of product and perceptions of nickel-and-diming.

*MDLIVE Virtual Medical Office – 81.4/100

Stands out for consumer on-demand visits backed by physician
network; also facilitates virtual clinic...