Epic and Press Ganey Excel in Patient Engagement, According to KLAS Report

Healthcare Providers prioritize Patient Engagement Tools, Epic Leads the Pack

A new report indicates Healthcare organizations are making notable investments in technologies designed to enhance patient engagement, with a clear emphasis on improving access to care and streamlining communication. The shift reflects a broader industry trend toward patient-centric strategies and fulfilling rising consumer expectations within a rapidly evolving healthcare landscape.

Investment Surges in Access and Communication

Across 67 major healthcare providers, the focus on Patient access initiatives has risen to 53% in 2025, a slight increase from 48% in 2023. Simultaneously, Communication tools have gained prominence, with one-third of organizations prioritizing platforms that deliver timely and personalized interactions. These investments signal a move beyond traditional clinical settings, aiming to create integrated and friction-free experiences for patients.

Epic’s dominance and the Need for Complementary Solutions

Epic systems currently serves as the central technology provider for 55% of the organizations surveyed. A ample 70% of those users consider Epic the vendor most aligned with their patient engagement goals. Epic’s strength lies in its strategic alliances, comprehensive functionality, and continuous product upgrades. MyChart, epic’s patient portal, continues to be lauded for its self-scheduling and messaging capabilities.

Though, the report highlights that over one-third of Epic’s customers acknowledge the system doesn’t completely fulfill all their engagement requirements. This has led many organizations to seek out third-party vendors to bridge functional gaps in areas such as communications, patient education, and survey collection. Some users found Epic’s newer offerings,cheers and Hello World,to be too rudimentary for their advanced strategies.

A Fragmented Landscape Beyond Epic

Outside the Epic ecosystem, Press Ganey emerged as a prominent partner, particularly valued for its analytics, benchmarking tools, and alignment with patient experience metrics. Artera also gained recognition, particularly for its appointment reminders and two-way texting features, with some organizations maintaining its services even after adopting EHRs with similar features. Notable and Salesforce also garnered positive mentions for their customization capabilities and CRM features, respectively.

Did You Know? According to a recent report by the American Hospital Association, hospitals are increasing investments in telehealth and remote patient monitoring, further emphasizing the importance of digital patient engagement.

Here’s a comparative overview of key vendors:

Vendor	Primary Strengths	Key Limitations
Epic	Integration, Strategic partnerships, MyChart	Limited Functionality in Specific Areas, Basic New Offerings
Press Ganey	analytics, Benchmarking, CAHPS Alignment	Niche Player, Limited Scope
Artera	Communication, Texting, Scheduling	Integration Challenges
Notable	Customization, Automation	Smaller User Base

Consolidation and the Voice of the Patient

A growing number of healthcare organizations, 72% of non-Epic users, plan to consolidate their engagement tools within the next two years, up from 54% in 2023.This trend extends to Epic users as well, who are looking to leverage the EHR’s native capabilities for cost savings and simplicity. Communication platforms, CRM systems, and virtual care technologies are the primary targets for consolidation.

Significantly, 85% of organizations are now incorporating patient feedback into their technology planning processes, utilizing methods such as advisory councils, surveys, and focus groups. However, some organizations remain hesitant, citing resource constraints and concerns about managing patient expectations.

Pro Tip: When soliciting patient feedback, it’s crucial to engage diverse patient populations to ensure strategies resonate with a broad range of needs and preferences.

What role does patient feedback play in your organization’s technology decisions? How can healthcare systems balance technological advancements with the human element of care?

The Future of Patient Engagement

The trend toward increased patient engagement is expected to continue as healthcare systems strive to provide more personalized, convenient, and effective care. Artificial Intelligence (AI) and Machine Learning (ML) are poised to play a larger role in automating tasks, personalizing communications, and predicting patient needs. Ultimately, successful patient engagement strategies will require a holistic approach, blending technology with a deep understanding of patient preferences and experiences.

frequently Asked Questions

Share your thoughts on the evolving landscape of patient engagement in the comments below!

What specific features within Epic’s mychart platform contribute most substantially to improved patient adherence to treatment plans, according to the KLAS report?

KLAS Research Highlights Leaders in Patient Engagement

A recent report from KLAS Research has identified epic and Press Ganey as leading providers of solutions that significantly improve patient engagement. The 2024 KLAS Arch Collaborative Patient engagement report, released in August 2024, evaluated vendors based on performance across key areas like proactive outreach, personalized communication, and overall impact on the patient experience. This analysis is crucial for healthcare organizations seeking to enhance patient satisfaction and improve health outcomes through effective engagement strategies. The report specifically focused on solutions supporting digital patient engagement and patient experience management.

Epic’s Strengths in Integrated Patient Engagement

Epic consistently ranked high due to its deeply integrated platform.Unlike point solutions, Epic’s patient portal – MyChart – is woven into the fabric of the electronic health record (EHR). This integration allows for:

Seamless Data Flow: Patient-generated health data (PGHD) from wearables and remote monitoring devices automatically populates the EHR, providing a holistic view of the patient’s health.

Automated Outreach: Epic’s tools facilitate automated appointment reminders,pre-visit instructions,and post-discharge follow-up,reducing no-show rates and improving adherence to care plans.

Personalized communication: Clinicians can leverage patient data within Epic to tailor communication, addressing individual needs and preferences.

Strong Interoperability: Epic’s focus on interoperability, through initiatives like Care Everywhere, allows for secure exchange of patient details with other healthcare providers, fostering coordinated care.

MyChart Capabilities: The robust features of MyChart,including secure messaging,online scheduling,and access to medical records,empower patients to actively participate in their care.

This integrated approach is a key differentiator, allowing Epic to deliver a complete patient engagement solution. Hospitals utilizing Epic often report improved patient activation measures and higher rates of patient-reported outcome (PRO) completion.

Press Ganey’s Focus on Measurement and Enhancement

Press Ganey distinguished itself through its robust patient experience surveys and analytics platform. The KLAS report highlighted Press Ganey’s ability to:

Capture Real-Time Feedback: Press Ganey’s solutions enable healthcare organizations to collect patient feedback instantly after encounters, providing timely insights into areas for improvement.

Actionable Analytics: The platform translates patient feedback into actionable data, identifying trends and patterns that inform quality improvement initiatives.

Benchmarking Capabilities: Press Ganey allows organizations to benchmark their performance against peers, identifying best practices and areas where they lag behind.

Employee Engagement: Press Ganey also offers solutions focused on healthcare employee engagement, recognizing the link between a satisfied workforce and a positive patient experience.

Focus on Patient Reported Outcomes (PROs): Press Ganey’s tools help organizations systematically collect and analyze PROs, providing valuable insights into the patient’s viewpoint on their health and treatment.

Press Ganey’s strength lies in its ability to provide a data-driven approach to patient experience management, helping organizations understand what matters most to patients and prioritize improvement efforts. This focus on patient feedback is critical for driving meaningful change.

How These Solutions Impact Key Metrics

Both Epic and Press Ganey contribute to improvements in several key healthcare metrics:

HCAHPS Scores: Improved patient engagement directly correlates with higher Hospital Consumer Assessment of healthcare Providers and Systems (HCAHPS) scores, impacting reimbursement rates.

Patient Satisfaction: Proactive communication, personalized care, and easy access to information all contribute to increased patient satisfaction.

Adherence to Treatment Plans: Engaged patients are more likely to follow their prescribed treatment plans, leading to better health outcomes.

Reduced Readmission Rates: Effective post-discharge follow-up and patient education can definitely help prevent unnecessary readmissions.

* Improved Clinical Outcomes: By empowering patients to actively participate in their care, these solutions can contribute to improved clinical outcomes.

Practical Tips for Leveraging Patient Engagement Tools

Healthcare organizations can maximize the benefits of Epic and Press Ganey by:

1. Prioritizing Integration: Ensure seamless integration between the EHR (Epic) and