PACS 2015 WHO SHOULD PROVIDERS LOOK TO FOR LONG-TERM SATISFACTION?

| F E B R U A R Y 2 0 1 5 | P E R F O R M A N C E R E P O R T

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.

PACS 2015 WHO SHOULD PROVIDERS LOOK TO FOR LONG-TERM SATISFACTION?

PACS replacements are happening at all levels. Of the 852 providers KLAS spoke with, 22% plan to replace their vendor or would like to. KLAS specifically asked 68 providers who are in the selection process which vendors they are considering and why. This report discusses which PACS vendors are most vulnerable, who is considered most in purchases, what factors drive the selection process, and who delivers long-term satisfaction.

REPORT AUTHORS: MATT TERRY & EMILY PAXMAN

OVERALL PACS PERFORMANCE REVIEW

Sectra

McKesson

Fujifilm

Merge

Philips

Carestream

Agfa HealthCare

GE Healthcare Centricity PACS

Siemens

*

*

* Does not meet minimum KLAS Konfidence level. KLAS spoke with fewer than 15 provider organizations.

BROAD spectrum

AMBULATORY

85+ 81-85 75-80 <75

Consistent experience,

often exceeds expectations

Consistent experience,

usually meets or exceeds

expectations

More variability,

typically meets expectations

Higher variability, sometimes

fails to meet expectations

AMBULATORY 1-500 BEDS 500+ BEDS

SMALL-MEDIUMorganization focus

FUJIFILM AND MCKESSON BEST AT SATISFYING LARGER ORGANIZATIONSBoth Fujifilm and McKesson deliver meaningful upgrades and high usability to their large customer bases, and both have demonstrated the ability to scale. Providers are confident in the vendors’ development strategies. Although Sectra and Carestream have smaller customer bases in the large space, both have found success thanks to consistent performance and, in the case of Carestream, customizability.

1

2

SECTRA, THE BEST KEPT SECRETSectra simply delivers, exceeding expectations for all facility sizes (from ambulatory clients to IDNs with over 2,000 beds). Clients experience deep functionality and solid service, and the system is easy to learn and use. Though the top performer, Sectra is seldom considered for new purchases due to weak brand recognition and a smaller U.S. presence in enterprise imaging.

Ambulatory

TO P P E R F O R M E R S1-500 Beds 500+ Beds

REPORTS 2015

*

**

*

*

GE Healthcare Centricity PACS - IW *

*

*

DR Systems INFINITT

Novarad

Intelerad

Avreo

Cerner

RadNeteRAD

STAYING - PROVIDERS STAYING LONG TERM AND WHO WOULD PURCHASE AGAIN

STUCK - WOULD LEAVE BUT CAN’T

LEAVING

REPORTS 2015

SIEMENS AND GE HEALTHCARE VULNERABLE TO REPLACEMENT

THE PACS PURCHASING PARADOX

Siemens is likely to lose the most clients, with around 40% planning to leave and an additional 20% feeling stuck because of stagnant product development and poor QA around new releases. About 40% of GE Healthcare’s customers plan to leave, and an additional 14% feel stuck due to slow development, inconsistent support, and high costs. Conversely, Sectra, INFINITT, Intelerad, and Novarad have few dissatisfied customers thanks to consistent delivery of new functionality.

Development is often touted by vendors as the driver in PACS deals. However, Sectra, DR Systems, INFINITT, and Novarad receive little consideration in potential deals despite leading in overall functionality and new development. On the other hand, the most considered vendors in replacement deals (Philips, Fujifilm, GE, and Merge) win largely because of their significant market share and imaging presence, yet rate lower for new development and overall functionality.

3

5

PHILIPS INCLUDED MOST IN NEW BUYING DECISIONSPhilips, GE Healthcare, Merge, and McKesson receive high consideration due to their large presence in imaging. Despite Philips’ mid-tier ratings for functionality and development, they experience widespread purchase consideration. While GE Healthcare stands to gain customers, potential gains may be offset by the number of customers planning to leave. Fujifilm is considered because of their strong usability. McKesson receives high consideration and rates high for functionality and development.

4 TOP FIVE REASONS

VENDORS ARE BEING

CONSIDERED:

1. VENDOR FAMILIARITY

3. NEW DEVELOPMENT

4. PRICE

5. EASE OF USE

2. FUNCTIONALITY

% TIMES BEING CONSIDEREDAmong providers considering a new PACS, which vendors earn the most consideration and why? (Data based on 68 conversations over the last 18 months.)

VENDOR STABILITY | % of providers staying with, leaving, or stuck with (would leave if possible) their current PACS vendor

(n=

51

)

(n=

53

)

(n=

83

)

(n=

63

)

(n=

78

) (n=

41

)

(n=

31

)

(n=

50

)

(n=

60

)

(n=

49

)

(n=

22

)

Sect

ra

McK

esso

n

Fu

jifilm

Avr

eo

Agf

a H

ealt

hC

are

Siem

ens

No

vara

d

DR

Sys

tem

s

Car

estr

eam

PHILIPS26%

(n=

39

)IN

FIN

ITT

87%94%

(n=

31

)In

tele

rad

87% 85%

(n=

24

)R

adN

et e

RA

D

83%(n

=1

8)

Cer

ner

83% 81% 78% 77%

(n=

72

)P

hili

ps

75%

(n=

60

)M

erge

75% 73% 71% 70%60%

43% 41%

FUJIFILM23%

MERGE18%

GE HEALTHCARE

18% MCKESSON

15%

100%

80%

60%

40%

20%

0%

20%

40%

60%

GE

Hea

lth

care

C

entr

icit

y P

AC

S

This 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. © 2015 KLAS Enterprises, LLC. All Rights Reserved.

GE

Hea

lth

care

C

entr

icit

y P

AC

S-IW

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