Comments on: Readers Write 12/28/09 http://histalk2.com/2009/12/28/readers-write-122809/ Healthcare IT News and Opinion Thu, 09 Feb 2012 01:56:16 +0000 hourly 1 http://wordpress.org/?v=3.3 By: NCVHS http://histalk2.com/2009/12/28/readers-write-122809/comment-page-1/#comment-7599 NCVHS Thu, 31 Dec 2009 14:54:40 +0000 http://histalk2.com/2009/12/28/readers-write-122809/#comment-7599 Mr. Histalk asked: "Why can’t every vendor voluntarily or mandatorily use the same database layout for core information?" The National Committee on Vital and Health Statistics (NCVHS), an advisory group to the Secretary of HHS, recently made recommendations to move in that direction (warning pdf): http://www.ncvhs.hhs.gov/091201lt.pdf Mr. Histalk asked:
“Why can’t every vendor voluntarily or mandatorily use the same database layout for core information?”

The National Committee on Vital and Health Statistics (NCVHS), an advisory group to the Secretary of HHS, recently made recommendations to move in that direction (warning pdf):

http://www.ncvhs.hhs.gov/091201lt.pdf

]]> By: Randall Swearingen http://histalk2.com/2009/12/28/readers-write-122809/comment-page-1/#comment-7586 Randall Swearingen Wed, 30 Dec 2009 19:24:53 +0000 http://histalk2.com/2009/12/28/readers-write-122809/#comment-7586 I've always had great scores (often the best) in KLAS. My issue is not about scores but rather about rankings. In 2004, I provided KLAS with contact info for over 30 of my customers. For the past five years, they've only contacted enough to keep me listed but never enough to remove the asterisk. If they were unbiased, and if it wasn't about the money, they would survey a few more of my customers to remove the asterisk. They've had five years to do so. Yes, I could pay to have those surveys done in order to be "Best in KLAS" in the Radiology Small but I refuse. I actually flew to Utah and met with the KLAS folks back in 2004 but it was to no avail. They have their cash cows and need to protect them. As a business owner, I understand that. But that makes them no more than a paid advertisement (not an objective service provider as they claim). This last KLAS report further drives this point home when an actual 7th ranked vendor gets ranked #1. I’ve always had great scores (often the best) in KLAS. My issue is not about scores but rather about rankings. In 2004, I provided KLAS with contact info for over 30 of my customers. For the past five years, they’ve only contacted enough to keep me listed but never enough to remove the asterisk. If they were unbiased, and if it wasn’t about the money, they would survey a few more of my customers to remove the asterisk. They’ve had five years to do so. Yes, I could pay to have those surveys done in order to be “Best in KLAS” in the Radiology Small but I refuse. I actually flew to Utah and met with the KLAS folks back in 2004 but it was to no avail. They have their cash cows and need to protect them. As a business owner, I understand that. But that makes them no more than a paid advertisement (not an objective service provider as they claim). This last KLAS report further drives this point home when an actual 7th ranked vendor gets ranked #1.

]]> By: HISJunkie http://histalk2.com/2009/12/28/readers-write-122809/comment-page-1/#comment-7570 HISJunkie Wed, 30 Dec 2009 01:29:45 +0000 http://histalk2.com/2009/12/28/readers-write-122809/#comment-7570 Hey Randy.... Great marketing, now you will NEVER get a good class rating! but for I few bucks I can fix it for ya... See ya in the alley at HIMSS. PS - this ain't noting new, go check out the HIMSS analytics process and before that the Dorenfest process...more smelly fish! Hey Randy….
Great marketing, now you will NEVER get a good class rating!

but for I few bucks I can fix it for ya…

See ya in the alley at HIMSS.

PS – this ain’t noting new, go check out the HIMSS analytics process and before that the Dorenfest process…more smelly fish!

]]> By: Lazlo Hollyfeld http://histalk2.com/2009/12/28/readers-write-122809/comment-page-1/#comment-7567 Lazlo Hollyfeld Tue, 29 Dec 2009 19:36:18 +0000 http://histalk2.com/2009/12/28/readers-write-122809/#comment-7567 Couple of things that Mr. Swearingen claims in his article aren't true from my experiences with KLAS. Vendors don't have to pay to get their customers surveyed by KLAS nor do they have to pay to get an asterisk removed. The real issue with KLAS isn't the really the business practices they employ but the survey methodology utilized and the ways scores are tabulated and presented. Some methodology improvements: - Greater transparency around the demographic characteristics of the provider entities surveyed and represented in the scores - Additional information beyond just an 'average' score for each measure including a median and actual S.D. for each measure. Ideally, it would be a 95% CI with S.D. - Indicating differences between vendors that are statistically significant. I understand that basic marketing folks generally don't request this level of detail but it would go a long way to provider a greater degree of transparency and a more true "apples-to-apples" comparison between vendor products. Couple of things that Mr. Swearingen claims in his article aren’t true from my experiences with KLAS. Vendors don’t have to pay to get their customers surveyed by KLAS nor do they have to pay to get an asterisk removed. The real issue with KLAS isn’t the really the business practices they employ but the survey methodology utilized and the ways scores are tabulated and presented.

Some methodology improvements:

- Greater transparency around the demographic characteristics of the provider entities surveyed and represented in the scores
- Additional information beyond just an ‘average’ score for each measure including a median and actual S.D. for each measure. Ideally, it would be a 95% CI with S.D.
- Indicating differences between vendors that are statistically significant.

I understand that basic marketing folks generally don’t request this level of detail but it would go a long way to provider a greater degree of transparency and a more true “apples-to-apples” comparison between vendor products.

]]> By: Bob Adams http://histalk2.com/2009/12/28/readers-write-122809/comment-page-1/#comment-7565 Bob Adams Tue, 29 Dec 2009 18:39:16 +0000 http://histalk2.com/2009/12/28/readers-write-122809/#comment-7565 With all respect to Mr. Swearingen, I take exception to his point that in order to achieve high ratings within the KLAS product groupings, a vendor must pay high fees to KLAS. I have the upmost respect for the Leadership Team within KLAS. Anyone who truly knows them knows that they are people of integrity and that high rankings are not ‘for sale’. I would encourage Mr. Swearingen, or any other vendor (or healthcare provider for that matter) who question the source or interpretation of the survey results to work directly with KLAS rather than through another organization or through pure speculation. I have used the KLAS surveys for many years and like Bkern, will continue to do so as I have found them to be accurate, insightful and typically mirror the experiences I have had with many of the vendors over a 25 year career. I also concur with Bkern, that there is no silver bullet and one size does not fit all, KLAS is intended to be used a tool, one of many that should be used when making critical decisions such as an EMR vendor. I have completed numerous KLAS surveys over the years and never once has a vendor offered to pay me for higher scores. I have been contacted by vendors who have indicated that they KLAS would be contacting me to conduct surveys so that they may better understand their customers. No attempt was made to sway my input. Much to Sandra’s point, I appreciated the heads up from my vendor and appreciated their attempt to better understand their customers. With all respect to Mr. Swearingen, I take exception to his point that in order to achieve high ratings within the KLAS product groupings, a vendor must pay high fees to KLAS. I have the upmost respect for the Leadership Team within KLAS. Anyone who truly knows them knows that they are people of integrity and that high rankings are not ‘for sale’. I would encourage Mr. Swearingen, or any other vendor (or healthcare provider for that matter) who question the source or interpretation of the survey results to work directly with KLAS rather than through another organization or through pure speculation.

I have used the KLAS surveys for many years and like Bkern, will continue to do so as I have found them to be accurate, insightful and typically mirror the experiences I have had with many of the vendors over a 25 year career. I also concur with Bkern, that there is no silver bullet and one size does not fit all, KLAS is intended to be used a tool, one of many that should be used when making critical decisions such as an EMR vendor.

I have completed numerous KLAS surveys over the years and never once has a vendor offered to pay me for higher scores. I have been contacted by vendors who have indicated that they KLAS would be contacting me to conduct surveys so that they may better understand their customers. No attempt was made to sway my input. Much to Sandra’s point, I appreciated the heads up from my vendor and appreciated their attempt to better understand their customers.

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