global pacs 2016 - millensys · multiregional products below konfidence regional products...
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GLOBAL PACS 2016AN IN-DEPTH LOOK AT
PRODUCT QUALITY AND SUPPORT
| J U N E 2 0 1 6 | P E R F O R M A N C E R E P O R T
GLOBAL PACS 2016AN IN-DEPTH LOOK AT PRODUCT QUALITY AND SUPPORT
>90 * Limited data
[R] = Regional
[R] = Regional[S] = Superseded productValidated (1-2 sites) † Fewer than 15 of the interviewed clients were acute care organizations.80–89 70–79 60–69 <60
Overall Product Quality
Sorted by average score of all three indicators
Delivery of New Technology
Ease of UseLimited Data † Fewer than 15 of the interviewed clients were acute care organizations.
[S] = Superseded product
84.7 94.8*
85.1* 82.7
81.9 82.6 79.9 82.3
77.6 67.1*
71.9 72.6 72.3*
56.8 65.1 50.5 85.3* 72.7
Global PACS is the most searched global segment tracked in KLAS’ online database, and with good reason—there is significant variation in how well the many vendors in the field deliver. This report examines the performance (outside the United States) of both regional and multiregional PACS vendors in light of two aspects providers identify as most critical to their success: product quality and support.
1 STRATEGIC GROWTH FOR SECTRA, INFINITT BENEFITS PROVIDERS
Multiregional players Sectra and INFINITT† work to prevent their growth from outpacing their ability to support customers. Sectra clients praise the availability and quality of the service they receive from all levels—executives to frontline personnel. INFINITT† and Fuji† build up strong region-specific support channels. Intelerad†, found in English-
Sectra users report a stable, easy-to-use product that can be customized to meet their needs. Carestream clients describe their system as sleek and easy to use, with satisfaction improving over time. Intelerad† and INFINITT† are noted for great image quality and cutting-edge development. Frustrated with their current systems, Agfa and GE Healthcare customers are approaching the vendors’ latest offerings with caution, citing previous track records of not following through.
2 SECTRA, CARESTREAM TOP MULTIREGIONAL VENDORS
VENDOR PERFORMANCE COMPARISON
Sectra 86.5(n=40)
(n=16)
(n=32)
(n=18)
(n=37)
(n=47)
(n=16)
(n=16)
(n=19)
83.381.775.172.966.1
88.787.786.3
McKessonCarestreamPhilipsGE HealthcareAgfa HealthCare [S]
Intelerad† (Mostly ambulatory)
INFINITT†
Fujifilm†
Aggregate Global Score
15+ interviewed acute care organizations across multiple regions
Fully Rated Multiregional Products
83.1* 75.3*
83.3* 89.1 84.7
92.1* 87.2* 83.6
84.4* 90.3
Cerner (n=9) 80.5*6–14 interviewed acute care organizations across multiple regions
Multiregional Products Below Konfidence
Regional Products
Asia/Oceania Europe Latin America The Middle EastNorthern America
(Non-U.S.)
84.6
90.8
86.4
EBIT, an Esaote Company [R]
MILLENSYS [R]
Pixeon [R]
(n=8)
(n=6)
(n=7) 84.690.886.4
6+ interviewed organizations in a single region
SELECT PRODUCT/DEVELOPMENT INDICATORS
Sectra
Carestream
(n=40)
PhilipsAgfa
HealthCare [S]
McKesson GE Healthcare
9.0
8.0
7.0
6.0
5.0
(n=47)(n=32)
(n=16)(n=37)
(n=18)
INFINITT†
Intelerad†
(Mostly ambulatory) (n=16)
Fujifilm†
(n=16)
(n=19)
Cerner
Multiregional Products Below Konfidence
(n=9)MILLENSYS [R]
EBIT, an Esaote
Company [R] Pixeon [R]
Regional Products
(n=6)
(n=8)
(n=7)
FOR TECHNOLOGY
speaking countries, excels at guiding customization. Conversely, Agfa and GE Healthcare customers say their vendors’ poorly managed growth and focus on sales have resulted in meager support and a lack of new development.
Fully Rated Multiregional Products
[S] = Superseded product
REPORTS 2016This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price.
Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2016 KLAS Enterprises, LLC. All Rights Reserved.
3 MANY AGFA, GE, AND PHILIPS CUSTOMERS CONSIDERING AN EXIT STRATEGY
Agfa, GE Healthcare, and Philips all have large numbers of customers approaching the end of their contract terms, and current dissatisfaction has many reporting that they are considering all options before deciding on a go-forward strategy. They report that vendors like Carestream, Sectra, and INFINITT† provide attractive alternatives to their current issues with integration (Philips) and support (Agfa and GE). Carestream especially has seen high growth in recent years, with the highest number of validated new clients and a low number of clients reporting plans to leave.
WHICH VENDORS ARE SEEN AS INNOVATORS?
100%
95%
90%
85%
80%
75%
70%
65%
60%
55%
50%
5.0 5.5 6.0 6.5 7.0 7.5 8.0 8.5 9.0
Agfa HealthCare [S]
GE Healthcare
Sectra
Fujifilm†
INFINITT†
Intelerad†
(Mostly ambulatory)
McKesson
Philips
Part
of L
ong-
Term
Pla
ns(P
erce
nt o
f res
pond
ents
ans
wer
ing
"Yes
") (n
=238
)
Delivery of New Technology (1-9 Scale) (n=234)
Fully Rated Multiregional Products
Multiregional Products Below Konfidence
[R] = Regional* Limited Data
Part of Long-Term Plans Market Average
Del
iver
y of
New
Tec
hnol
ogy
Mar
ket A
vera
ge
Moderate Innovation, Low Retention
Moderate Innovation, High Retention
Progressive Innovation, High Retention
Progressive Innovation, Low Retention
4 REGIONAL VENDORS EBIT, MILLENSYS SET THE BAR FOR PROACTIVE SUPPORTSmaller customer bases and a regional focus allow EBIT (Europe) and MILLENSYS (Middle East) to deliver responsive executive relationships and robust phone/web support. MILLENSYS is also noted for incorporating customer feedback to improve the system. Of the multiregional vendors, Intelerad† has remained nimble in Northern America, facilitating easy executive communication and highly capable first-tier support. Conversely, Carestream providers report concerns over scant support resources, while Agfa and GE Healthcare customers are highly frustrated—GE drops the ball with support after the sale is made, and many Agfa customers struggle with the widely varying quality of third-party support.
PROACTIVE SERVICE
1.0 2.0 3.0 4.0 5.0 6.0 7.0 8.0 9.0
EBIT, an Esaote Company [R]
MILLENSYS [R]
Pixeon [R]
Intelerad† (Mostly ambulatory)
INFINITT†
Fujifilm†
Sectra 7.4
7.7
7.5
7.2
8.0
7.6
6.8
7.1
6.5
6.2
6.0
5.3
McKesson
Carestream
Philips
GE Healthcare
Agfa HealthCare [S]
Cerner 6.9
Asia/OceaniaINFINITT†*Intelerad†*
(Mostly ambulatory)
EBIT, an Esaote Company [R]
Cerner*
Fujifilm†*Pixeon [R]
MILLENSYS [R]
INFINITT†
Sectra*Intelerad†
(Mostly ambulatory)
Agfa HealthCare [S]
Carestream*
CarestreamAgfa
HealthCare [S]
Agfa HealthCare [S]
Carestream
GE Healthcare*Cerner*
Philips*Agfa
HealthCare [S]
Two Highest Proactive Service
Performers
Two Lowest Proactive Service
Performers
Europe
Latin America
The Middle East
Northern America (Non-U.S.)
† Fewer than 15 of the interviewed clients were acute care organizations. † Fewer than 15 of the interviewed clients were acute care organizations.
Fully Rated Multiregional Products
Regional Products
Multiregional Products Below Konfidence
† Fewer than 15 of the interviewed clients were acute care organizations.
Carestream
Cerner
[S] = Superseded product[S] = Superseded product
CO-ANALYST ALAN [email protected]
WRITER ELIZABETH PEW
DESIGNER NATALIE JAMISON
PROJECT MANAGER KELLY COX
KLAS630 E. Technology Ave. Orem, UT 84097Ph: (800)920-4109 | Fax: (801)377-6345 | www.KLASresearch.com
AUTHOREDER LAGEMANN
ANALYSTPAUL WARBURTON
REPORT INFORMATIONREADER RESPONSIBILITY:KLAS’ website and reports are a compilation of research gathered from websites, healthcare industry reports, interviews with healthcare provider executives and managers, and interviews with vendor and consultant organizations. Data gathered from these sources includes strong opinions (which should not be interpreted as actual facts) reflecting the emotion of exceptional success and, at times, failure. The information is intended solely as a catalyst for a more meaningful and effective investigation on your organization’s part and is not intended, nor should it be used, to replace your organization’s due diligence.
KLAS data and reports represent the combined opinions of actual people from provider organizations comparing how their vendors, products, and/or services performed when measured against participants’ objectives and expectations. KLAS findings are a unique compilation of candid opinions and are real measurements representing those individuals interviewed. The findings presented are not meant to be conclusive data for an entire client base. Significant variables including organization/hospital type (rural, teaching, specialty, etc.), organization size, depth/breadth of software use, software version, role in the organization, provider objectives, and system infrastructure/network impact participants’ opinions and preclude an exact apples-to-apples vendor/product comparison or a finely tuned statistical analysis.
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NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.
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