The process of making those assessments and arriving at an answer is a journey that will include research, conversations with stakeholders, discussions with vendors, demos, and contract negotiations, to name just a few steps along the way. For those just getting started, the question is often, “Where do we even begin?” 

While healthcare risk management, patient safety, and compliance software vendors’ websites will likely provide some helpful overviews of the solutions available, the reality is most (ours included) will tout the superiority of their products and support. An objective overview can be much more difficult to come by. The Best in KLAS Software & Services Report is an excellent starting point for putting together an initial list of software products and vendors most likely to warrant further investigation. 

About the Best in KLAS Software & Services Report 

Published annually since 1998 by the Utah-based firm KLAS Research, the report aims to provide healthcare providers and payers with relevant insights into software and services with the goal of helping to improve outcomes for facilities, patients, and members.  

The breadth of the report, alone, makes it unique. In addition to Healthcare Risk, Safety & Compliance Management, over 125 market segments — grouped under the categories of Inpatient Clinical Care, Ambulatory & Post-Acute Care, Financial/Revenue Cycle/HIM, Value-Based Care, Security & Privacy, Services & Consulting, Imaging Systems, and Payer Solutions —are covered.   

The process KLAS uses to gather and present information about software and services also sets the report apart. Rather than relying on details provided by vendors, KLAS engages directly with those in the healthcare industry who are using the software and services covered in the guide. The firm summarizes their approach by explaining that during interviews, “KLAS asks the provider to rate their own experience with their vendor(s), share what successes/challenges they are facing, and — if making a change or a net new decision — who they’re considering.” Based on these conversations, KLAS produces rankings and overall performance scores that are presented in the form of an easy-to-read, report card-style format based on a 100-point scale. (Detailed information about the KLAS Research process and methodology is available on the organization’s website: https://klasresearch.com/klas-model.) 

Viewing Healthcare Safety, Risk & Compliance Management Scores in the Best in KLAS Software & Services Report 2022 

The following sections of this blog summarize and provide our commentary on Origami Risk’s scores in the 2022 edition of the report. This content is not intended as a substitute for downloading and viewing the report for yourself. (Healthcare Safety, Risk & Compliance Management market segment scores can be found on page 89.) 

In addition to an overall score and ranking, Healthcare Safety, Risk & Compliance Management market segment scores are arranged into six categories, referred to in the report as “Customer Experience Pillars”: Culture, Loyalty, Operations, Product, Relationship, and Value. A combination of scores across all categories are then used to provide an overall score and ranking among the results of other vendors in the market segment.   

Culture  

Evaluation metrics for this category consider users’ responses to questions related to the proactive nature of the service they’ve received from the vendor, if the vendor has kept promises, and if the product works as promoted.  

Origami Risk grade: A 

Takeaway: “Prioritize Clients’ Trust and Success” is one of Origami’s core values and helps to explain our growth from industry upstart to industry leader. Our ability to deliver is attributable to the people we hire, how we measure ourselves, and how we set incentive compensation (based on client satisfaction).  

Loyalty 

Evaluation metrics for this category consider users’ responses to questions, posed to users, that gauge if the vendor’s solution is part of the long-term plans of the respondent’s organization, if the respondent is likely to recommend the solution to others, and levels of forecasted and overall satisfaction.  

Origami Risk: A+ 

Takeaway: Origami’s grade in this year’s Best in KLAS report mirrors the outstanding Net Promoter Scores (NPS) — based on the question, “How likely is it that you would recommend the system to a friend or colleague in the industry?” — we’ve consistently received in another annual independent software guide, the RMIS Report.  

Operations 

Evaluation metrics for this category consider users’ responses to questions related to the quality of training provided by their vendor, the quality of the solution’s implementation, and the products overall ease of use.  

Origami Risk grade: A- 

Takeaway: All the “bells and whistles” available from a vendor are of little to no use if they are overly difficult to access or learn to use. A high mark in this category indicates the likelihood of widespread adoption and the speed with which users are likely to pick up on (and continue to use) the tools most relevant to their areas of responsibility. To help clients on this front, Origami also offers training sessions, national and regional user groups, and holds a user conference approximately every 18 months. 

Product 

Evaluation metrics for this category consider users’ responses to questions related to the quality of the solution, if the software has the functionality the organization needs, whether the product supports the organization’s integration goals, and the level of satisfaction with the vendor’s delivery of new technology.  

Origami Risk grade: A- 

Takeaway: Origami’s mark in this category is indicative of our focus on a sustained investment in the development of all components in our single-platform solution — including, Patient Safety & Quality, Healthcare Enterprise Risk Management, Employee Health, Safety & Workers’ Compensation, Healthcare Claims Management & Administration, and Healthcare Insurance Management tools. 

Relationship 

Evaluation metrics for this category consider users’ responses to questions designed to the quality of support from the vendor’s support team and, when necessary, the level of involvement on the part of the vendor’s executive team.  

Origami Risk grade: A+ 

Takeaway: Origami’s grade in this section speaks to the success of our approach to delivering software and support, which was intentionally designed to steer clear of the practice of pushing clients toward call centers and ticketing systems when they have questions or need support.  

Value 

Evaluation metrics for this category consider users’ responses to questions that gauge whether a respondent feels they’re getting their money’s worth from the software, if they feel the vendor avoids “nickel-and-diming”, and if they feel that the solution is drives tangible results.  

Origami Risk grade: A 

Takeaway: While how each healthcare organization measures the return on their investment in a solution will vary based on their specific goals and how they choose to use the system,  consistent themes running throughout our client case studies include process efficiencies, improvements in data access and reporting accuracy, a better understanding of the impacts of risk and safety initiatives, and reductions in injuries and claims costs, to list just a few.  

Overall 

Origami Risk ranking: 1 

Origami Risk overall score: 92.7 (average score 84.3)  

Takeaway: While a top ranking in this year’s Best in KLAS report is something we’re proud of, it, like any other “best in class” rating/ranking, isn’t a clear indicator that Origami Risk is the right Healthcare Safety, Risk & Compliance Management solution for your organization. We invite you to contact us if you would like to learn more about our market segment-leading healthcare solution suite and service team. 

What Comes Next in the Search for the Right Healthcare Risk Management and Patient Safety Solution?  

The features and functionality of a technology solution are critical; however, there are other factors that should be carefully considered when selecting any enterprise-grade software. In addition to weighing how well the software itself will work to support your organization’s efforts to better understand risk initiatives and improve quality of care, the choice of the right system will likely be found in the answer to the following question: Will partnering with this vendor help drive meaningful results and contribute to successful outcomes?  

Arriving at the answer to this question is a journey that begins with initial investigation into vendors’ offerings and service model before proceeding to discussions with vendors, viewing tailored demos, spending time working in system sandboxes, and conferring with peers who are using a vendor’s software, to name just a few stages in the buying process. The Best in KLAS Software & Services Report 2022 is an excellent starting point.  

The Best in KLAS Software & Services Report 2022 is available for download here.  
 

Already downloaded & reviewed the report and ready to begin a conversation about how Origami Risk can help your organization better manage risk and improve quality of care? Provide your contact information here or send us an email at info@origamirisk.com.