Top Provider Solutions End-to-End Coding, Clinical Documentation Improvement, Speech Technology and Medical Records
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2019 SURVEY RESULTS Top Provider Solutions End-to-End Coding, Clinical Documentation Improvement, Speech Technology and Medical Records Hospitals and Health Systems Leading Hospital End-to-End Coding, CDI, Speech Technology & Published October 2019 ` HIM Solutions` © Black Book Market Research. This report is a licensed product. Page 1
Black Book™ annually evaluates leading healthcare/medical software and service providers across 18 operational
excellence key performance indicators completely from the perspective of the client experience. Independent and
unbiased from vendors’ influence, Over 629,000 healthcare IT users are invited to contribute to various polls. Suppliers
also encourage their clients to participate to produce current and objective customer service data for buyers, analysts,
investors, consultants, competitive suppliers and the media. For more information or to order customized research
results, please contact the Client Resource Center at +1 800.863.7590 or Research@BlackBookMarketResearch.com
© 2019 Black Book Market Research, Inc. All Rights Reserved.
FIERCELY INDEPENDENT
Black Book™, its founders, management and staff do not own or hold any financial interest in any of
the vendors covered and encompassed in the surveys it conducts. Black Book reports the results of
the collected satisfaction and client experience rankings in publication and to media prior to vendor
notification of rating results and does not solicit vendor participation fees, review fees, inclusion or
briefing charges, and/or vendor.
Reproduction of this publication in any form without prior written permission is forbidden. The information
contained herein has been obtained from sources believed to be reliable. Black Book™ disclaim all warranties
as to the accuracy, completeness or adequacy of such information. BBMR shall have no liability for errors,
omissions or inadequacies in the information contained herein or for interpretations thereof. The reader
assumes sole responsibility for the selection of these materials to achieve its intended results. The opinions
expressed herein are subject to change without notice. Black Book’s unrivaled objectivity and credibility is
perhaps your greatest assurance. At a time when alliances between major consultancies and suppliers have
clouded the landscape, Black Book remains resolutely independent. We have no incentive to recommend
specific HIM, Coding or Speech Recognition software vendors. Our only allegiance is to help you achieve the
results you want with the best possible solution.
For more methodology and mission information, visit www.BlackBookMarketResearch.com
Leading Hospital End-to-End Coding, CDI, Speech Technology & Published October 2019
` HIM Solutions`
© Black Book Market Research. This report is a licensed product. Page 2Part One: Aggregate Black Book Survey Findings 2019
End-to-End Coding, Speech Recognition, HIM Solutions
SURVEY RESPONDENT IDENTIFICATION NUMBER OF RESPONSES PERCENT OF TOTAL
VALIDATED RESPONSES
Physician/Clinician Name
1,149 35%
Clinic/Practice Name
603 18%
Public Clinic
54 2%
Health System Clinic
571 17%
Academic Hospital and Medical Centers over 250 Beds
130 4%
Community Hospitals
492 15%
Small Hospitals under 100 Beds
267 8%
Inpatient Surgery Centers
35 1%
TOTAL 3,300 100%
Source: Black Book Market Research
HOSPITALS (INPATIENT) = 278 PHYSICIAN PRACTICES & OUTPATIENT = 1,899
FINDING: CHANGES IN IT ORGANIZATION SPEND ANTICIPATED IN NEXT 24 MONTHS
HEALTHCARE DELIVERY 2017-2018 PROJECTING
ORGANIZATIONS SPEND FOR 2020-2021
COMPREHENSIVE CODING, HIM &
SPEECH SOLUTIONS
SPEND INCREASING 10+% 86% 98%
SPEND DECREASING 10+% 3% 0%
Leading Hospital End-to-End Coding, CDI, Speech Technology & Published October 2019
` HIM Solutions`
© Black Book Market Research. This report is a licensed product. Page 3Black Book Methodology
SUMMARY
SURVEY OVERVIEW
In Q2 through Q3 2019, the Black Book’s financial software and coding solutions client/user surveys investigated 137 Coding,
HIM, Speech Recognition, CAC software and outsourcing vendors utilized by validated users nationwide for rankings. 785
respondents in pre-use, implementation, system decision-making or purchased but not yet installed status.
3,300 respondents with current contracts for comprehensive (end-to-end) Coding, HIM, Speech Recognition, CAC, and CDI
services and/or technology solutions qualified to be segregated for this analysis of top performing vendors including 278
hospitals and inpatient systems.
BLACK BOOK METHODOLOGY
HOW THE DATA SETS ARE COLLECTED
Black Book collects ballot results on 18 performance areas of operational excellence to rank vendors by coding, financial
support, documentation, speech recognition, transcription and CAC product lines. The gathered data are subjected
immediately to an internal and external audit to verify completeness and accuracy and to make sure the respondent is valid
while ensuring that the anonymity of the client company is maintained. During the audit, each data set is reviewed by a
Brown-Wilson executive and at least two other people. In this way, Black Book's clients are able to clearly see how a vendor
is truly performing. The 18 criteria on operational excellence are subdivided by the client's industry, market size, geography
and function outsourced and reported accordingly.
Situational and market studies are conducted on areas of high interest such as EHR, Population Health, Health Information
Exchange, Accountable Care organization, hospital software, services providers, educational providers in e-health,
benchmarkers and advisors. These specific survey areas range from four to twenty questions or criteria each.
UNDERSTANDING THE STATISTICAL CONFIDENCE OF BLACK BOOK DATA
Statistical confidence for each performance rating is based upon the number of organizations scoring the solutions and/or
services. Black Book identifies data confidence by one of several means:
• Top-5-ranked vendors must have a minimum of ten unique clients represented. Broad categories require a minimum of
20 unique client ballots. Data that are asterisked (*) represent a sample size below required limits and are intended to
be used for tracking purposes only, not ranking purposes. Performance data for an asterisked vendor's services can
vary widely until a larger sample size is achieved. The margin of error can be very large and the reader is responsible
for considering the possible current and future variation (margin of error) in the Black Book performance score reported.
Leading Hospital End-to-End Coding, CDI, Speech Technology & Published October 2019
` HIM Solutions`
© Black Book Market Research. This report is a licensed product. Page 4Black Book Methodology
• Vendors with over 20 unique client votes are eligible for top rankings and are assured to have highest confidence and
lowest variation. Confidence increases as more organizations report on their outsourcing vendor. Data reported in this
form are shown with a 95% confidence level (within a margin of 0.25, 0.20 or 0.15, respectively).
• Raw numbers include the quantity of completed surveys and the number of unique organizations contributing the data
for the survey pool of interest.
The Black Book survey web instrument is open to respondents and new participants each year from April 1 to September 30 at
www.blackbookmarketresearch.com as well as mobile survey applications via the Apple and Google Play stores. Only one ballot per
corporate email address is permitted and changes of ballots during the open polling period require a formal email request process to
ensure integrity.
The four most highly utilized systems of comprehensive (end-to-end) HIM/Coding/Financial support systems are included as subsets.
SURVEY RESPONDENT IDENTIFICATION NUMBER OF RESPONSES PERCENT OF TOTAL
VALIDATED RESPONSES
Coding or HIM Management/Leader/Supervisor
1,355 41%
6 or Less Years
Coding Professional 306 9%
7+ Years Coding
Professional 661 20%
HIM Staff
142 4%
CFO or RCM/Business Office Leader
102 3%
CIO or IT
Manager/Leader 82 2%
Nursing QA or Clinical Professional
154 4%
Other
598 18%
TOTAL 3,300 100%
Source: Black Book Market Research
Leading Hospital End-to-End Coding, CDI, Speech Technology & Published October 2019
` HIM Solutions`
© Black Book Market Research. This report is a licensed product. Page 5Stop Light Scoring Key
STOP LIGHT SCORING KEY
Figure 1: Comprehensive End-to-end HIM/Coding/Speech/Transcroption vendors are defined as being comprised of four surveyed functions
CLINICAL DOCUMENTATION
COMPUTER ASSISTED CODING SPEECH RECOGNITION MEDICAL TRANSCRIPTION
IMPROVEMENT
Source: Black Book Market Research
Leading End-to-End Coding, Speech Technology & HIM Solutions Published October 2019
© Black Book Market Research. This report is a licensed product. Page 6Stop Light Scoring Key
Figure 2: Key to raw scores
0.00–5.79 ► ◄ 5.80–7.32 ► ◄ 7.33–8.70 ► ◄ 8.71–10.00
Deal breaking Neutral Satisfactory Overwhelming satisfaction
dissatisfactin performance
Meets/does not meet Exceeds expectations
Does not meet expectations expectations consistently Meets expectations
Highly recommended vendor
Cannot recommend vendor Would not likely recommend Recommends
vendor vendor
Source: Black Book Market Research
Leading End-to-End Coding, Speech Technology & HIM Solutions Published October 2019
© Black Book Market Research. This report is a licensed product. Page 7Stop Light Scoring Key
Figure 3: Color-coded stop light dashboard scoring key
Green (top 10%) scores better than 90% of HIM/Coding vendors. Green coded vendors have received constantly highest client satisfaction scores.
8.71 +
Clear (top 33%) scores better than 67% of HIM/Coding vendors. Well-scored vendor which have middle of the pack results.
7.33 to 8.70
Yellow scores better than half of HIM/Coding vendors. Cautionary performance scores, areas of improvement required.
5.80 to 7.32
Red scores worse than 66% of HIM/Coding vendors. Poor performances reported potential cause for service and contractual cancellations.
Less than 5.79
Source: Black Book Market Research
Leading Hospital End-to-End Coding, Speech Technology & HIM Published October 2019
Solutions
© Black Book Market Research. This report is a licensed product. Page 8Stop Light Scoring Key
Figure 4: Raw score compilation and scale of reference
Black Book raw score scales
0 = Deal breaking dissatisfaction ◄ ► 10 = Exceeds all expectations
Source: Black Book Market Research
Individual vendors can be examined by specific indicators on each of the main functions of vendors as well as grouped and summarized subsets. Details of each subset are contained
so that each vendor may be analyzed by function and end-to-end coding and HIM services collectively.
Leading Hospital End-to-End Coding, Speech Technology & HIM
Solutions
© Black Book Market Research. This report is a licensed product. Page 9Stop Light Scoring Key
Figure 5: Scoring key
Overall rank Q6 criteria Company SPEECH Mean
rank CDI CAC TRANSCRIPTION
RECOGNITION
5 1 Doctors and Hospitals 8.49 8.63 8.50 8.01 8.66
Coding Solutions
Source: Black Book Research
• Overall rank – this rank references the final position of all 18 criteria averaged by the mean score collectively. This vendor ranked fifth of the 20 competitors.
• Criteria rank – refers to the number of the question or criteria surveyed. This is the sixth question of the 18 criteria of which this vendor ranked first of the 20 vendors analyzed
positioned only on this particular criteria or question. Each vendor required ten unique client ballots validated to be included in the top ten ranks.
• Company – name of the vendor.
• Subsections – each subset comprises one-fourth of the total vendor mean at the end of this row, and includes all buyers and users who indicate that they contract each respective
functional subsection with the supplier, specific to their hospital or health system.
• Mean – congruent with the criteria rank, the mean is a calculation of all subsets of coding functions surveyed. As a final ranking reference, it includes all market sizes, specialties,
delivery sites and geographies.
Leading End-to-End Coding, Speech Technology & HIM Solutions Published October 2019
© 2019 Black Book Market Research. This report is a licensed Page 10
product.Overall KPI Leaders
End-to-End Hospital Coding & HIM
Solutions
OVERALL KEY PERFORMANCE INDICATOR LEADERS
SUMMARY OF CRITERIA OUTCOMES: HOSPITALS
Table 1: Summary of criteria outcomes, COMPREHENSIVE CODING & HIM SOLUTIONS
Total number one criteria ranks Vendor Overall rank
7 NUANCE 1
3 STREAMLINE 2
1 PRECYSE NTHRIVE 5
2 OPTUM360 3
1 WAYSTAR 6
1 3M HEALTH 7
1 M*MODAL 8
2 CHANGE HEALTHCARE 9
1 HIMAGINE 10
Source: Black Book Market Research
Leading Hospital End-to-End Coding, Speech Technology & HIM Solutions
Page 11Overall KPI Leaders
End-to-End Hospital Coding & HIM
Solutions
TOP SCORE PER INDIVIDUAL CRITERIA
Table 2: Top score per individual criteria
Question Criteria Vendor Overall rank
1 Strategic Alignment of Client Goals including ICD10 & VBC NUANCE 1
2 Innovation & Optimization CHANGE HEALTHCARE 9
3 Training NUANCE 1
4 Client relationships and cultural fit 3M HEALTH 7
5 Trust, Accountability, Transparency, Ethics NUANCE 1
6 Breadth of offerings, client types, delivery excellence CHANGE HEALTHCARE 9
7 Deployment and outsourcing implementation STREAMLINE 2
8 Customization PRECYSE NTHRIVE 5
9 Integration and interfaces WAYSTAR 6
10 Scalability, client adaptability, flexible pricing OPTUM360 3
11 Compensation and employee performance STREAMLINE 2
12 Reliability OPTUM360 3
13 Brand image and marketing communications NUANCE 1
14 Marginal value adds and modules NUANCE 1
15 Financial & Managerial Viability M*MODAL 8
16 Data security and backup services STREAMLINE 2
17 Support and customer care NUANCE 1
18 Best of breed technology and process improvement NUANCE 1
Leading End-to-End Coding, CDI, Speech Technology & HIM Solutions
Page 12Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
Table 3 : MEAN SCORES TO KPIS-
Rank Vendor Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Mean
1 NUANCE 9.56 9.74 9.59 9.53 9.84 9.70 9.35 9.44 9.53 9.53 9.74 9.47 9.73 9.52 9.75 9.32 9.80 9.35 9.58
2 STREAMLINE 9.33 9.03 9.03 9.50 9.22 9.45 9.44 9.53 9.47 9.56 9.92 9.44 9.59 9.31 9.74 9.54 9.73 9.29 9.45
3 OPTUM360 9.26 9.57 9.24 9.06 9.41 9.51 8.80 9.44 9.28 9.74 9.21 9.70 8.98 9.20 8.96 9.14 9.21 9.05 9.26
4 CIOX CARE COMM 9.49 9.06 9.04 9.52 8.54 8.47 9.13 9.20 9.35 9.39 9.07 8.60 9.36 8.73 9.62 9.31 9.41 9.12 9.13
5 PRECYSE NTHRIVE 9.48 8.10 9.26 9.03 8.47 9.32 9.28 9.59 8.94 8.81 9.86 9.37 9.33 8.36 9.58 8.91 9.25 9.34 9.13
6 WAYSTAR 9.18 9.18 8.95 9.21 9.37 7.98 9.41 9.02 9.54 9.60 8.60 9.32 9.22 9.04 9.33 8.90 9.22 8.88 9.11
7 3M HEALTH 9.30 9.04 8.51 9.60 8.60 8.51 9.08 9.17 8.83 9.13 9.12 8.80 8.57 9.10 8.89 9.26 9.09 8.54 8.95
8 M*MODAL 8.85 9.26 9.58 8.26 8.42 9.30 9.17 8.53 9.00 8.77 8.31 9.24 8.90 8.75 9.95 9.25 8.50 9.10 8.95
9 CHANGE HEALTHCARE 8.91 9.84 9.21 7.41 8.17 9.77 8.89 8.96 9.54 7.98 9.45 9.00 9.18 8.15 9.17 8.68 9.12 8.21 8.87
10 HIMAGINE 8.87 9.35 7.76 8.16 8.01 9.59 9.29 8.27 8.24 7.64 8.77 8.75 8.63 9.22 9.53 9.47 8.19 8.73 8.69
11 DOLBEY 8.99 9.54 8.51 8.72 9.05 7.36 7.83 8.80 7.56 7.75 8.68 8.08 6.91 8.31 9.05 8.58 8.95 8.65 8.41
12 CONIFER 8.77 8.39 8.20 8.22 8.04 9.28 8.80 7.61 6.87 7.82 8.79 8.44 9.47 7.16 9.33 8.62 8.47 8.36 8.37
13 DOCUCODER 8.72 9.25 8.00 7.85 8.92 8.24 8.48 7.50 6.99 9.27 8.96 7.78 9.37 7.39 8.95 8.12 7.74 8.23 8.32
14 IMEDX 8.04 7.44 7.93 8.77 8.73 7.91 7.45 8.72 8.52 7.52 7.91 8.87 8.53 9.29 8.96 8.56 9.15 7.65 8.32
15 CODING SOURCE 8.83 8.00 6.75 8.06 8.88 8.46 7.20 8.28 8.57 9.36 9.11 7.69 8.50 8.97 7.38 8.73 8.45 8.50 8.32
16 IODINE SOFTWARE 8.27 7.79 8.21 8.78 8.35 7.03 7.45 8.70 7.22 9.47 8.89 7.72 9.14 7.23 9.09 8.47 9.10 8.34 8.29
17 CHARTWISE 8.52 8.15 7.81 7.47 7.86 9.20 7.03 7.91 9.15 8.42 7.66 7.73 7.33 7.87 9.88 9.45 7.36 7.70 8.14
18 QUEST CHARTMAXX 8.00 7.91 7.86 8.78 5.30 8.61 8.22 8.17 7.70 8.19 9.10 8.17 5.47 6.84 7.78 8.02 9.20 7.48 7.82
19 QUALCODE 7.46 7.91 8.06 7.03 7.30 8.79 7.83 7.11 8.44 8.04 7.90 6.59 7.67 6.88 8.11 6.94 6.90 8.18 7.62
20 MAXIM 7.68 7.42 6.95 7.70 6.46 7.03 5.73 6.71 5.50 6.93 7.20 5.22 8.27 6.68 7.14 7.85 7.78 7.16 6.97
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 13
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
1. Strategic Alignment (Value Based Care, Population Health, Revenue Cycle Optimization with specific client initiatives)
Table 5: Organizational structure meets the needs of stakeholders or customers and stakeholder satisfaction is the most important priority. Vendor seeks and strives to understand and
meet clients’ short and long term goals through product and service offerings.
CLINICAL
Q1 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
1 1 NUANCE 9.82 9.63 9.72 9.62 9.56
4 2 CIOX CARE COMM 9.66 9.71 9.63 9.03 9.49
5 3 PRECYSE NTHRIVE 9.20 9.13 9.77 9.10 9.48
2 4 STREAMLINE 9.03 8.98 9.44 9.21 9.33
7 5 3M HEALTH 9.09 8.62 8.70 8.51 9.30
3 6 OPTUM360 8.77 7.95 9.37 8.69 9.26
6 7 WAYSTAR 9.43 8.91 8.66 7.55 9.18
11 8 DOLBEY 8.69 8.00 7.91 7.11 8.99
9 9 CHANGE 7.25 8.11 7.90 8.30 8.91
10 10 HIMAGINE 8.14 7.43 7.12 8.61 8.87
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 14
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
2. Innovation
Table 6: Customers are also continuing to push the envelope for further enhancements to which the vendor is responsive. Vendor is responsive to make client recommendations with
cutting edge improvements.
CLINICAL
Q2 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
9 1 CHANGE HEALTH 9.92 9.76 9.92 9.74 9.84
1 2 NUANCE 9.81 9.92 9.78 9.44 9.74
3 3 OPTUM360 9.39 9.65 9.76 9.47 9.57
11 4 DOLBEY 9.37 9.13 9.84 9.81 9.54
10 5 HIMAGINE 8.94 9.57 9.67 9.22 9.35
8 6 M*MODAL 8.80 9.24 9.46 9.52 9.26
13 7 DOCUCODER 9.14 9.46 9.35 9.04 9.25
6 8 WAYSTAR 9.30 9.44 9.17 8.81 9.18
4 9 CIOX CARE COMM 9.36 8.96 9.04 8.87 9.06
7 10 3M HEALTH 8.96 8.92 8.91 9.36 9.04
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 15
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
3. Training
Table 7: Electronic medical and health record vendor leadership provides significant and meaningful training opportunities for internal employees and client staff. Leadership strives to
develop technology staff, EMR/EHR client service and customer servicing consultant employees in particular.
CLINICAL
Q3 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
1 1 NUANCE 9.69 9.80 9.53 9.34 9.59
8 2 M*MODAL 9.55 9.52 9.59 9.64 9.58
5 3 PRECYSE NTHRIVE 9.35 9.15 9.22 9.33 9.26
3 4 OPTUM360 9.20 9.42 9.37 8.95 9.24
9 5 CHANGE 9.40 9.20 8.81 9.44 9.21
4 6 CIOX CARE COMM 8.85 9.52 9.34 8.43 9.04
2 7 STREAMLINE 8.78 8.90 9.43 9.01 9.03
6 8 WAYSTAR 9.69 8.35 9.08 8.68 8.95
11 9 DOLBEY 7.82 7.95 9.03 9.24 8.51
7 10 3M HEALTH 8.34 8.40 8.70 8.58 8.51
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 16
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
4. Client relationships and cultural fit
Table 8: Coding vendor leadership honors customer relationships highly. The relationship with the vendor elevates the customer reputation. Improving inpatient and hospital delivery efficiency
and effectiveness is a priority of the supplier. Governance of engagement is neither complex for buyer nor does it require vendor management attention regularly. There is no regular
transparency or quality issue. There are no culture clashes or misfits that threaten relationship’s success or client’s satisfaction.
CLINICAL
Q4 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
7 1 3M HEALTH 9.62 9.71 9.59 9.48 9.60
1 2 NUANCE 9.22 9.64 9.58 9.68 9.53
4 3 CIOX CARE COMM 9.80 9.34 9.68 9.24 9.52
2 4 STREAMLINE 9.39 9.65 9.50 9.44 9.50
6 5 WAYSTAR 9.23 9.39 9.34 8.87 9.21
3 6 OPTUM360 8.77 9.34 9.47 8.65 9.06
5 7 PRECYSE NTHRIVE 8.55 9.02 9.14 9.41 9.03
16 8 IODINE SOFTWARE 9.09 9.50 8.70 7.83 8.78
18 9 QUEST CHARTMAXX 9.04 9.25 8.85 7.99 8.78
14 10 IMEDX 8.12 8.85 8.89 9.20 8.77
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 17
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
5. Trust, Accountability and Transparency
Table 9: Trust in enterprise reputation is important to coding solutions clients as well as prospects. Client possesses an understanding that its organization has the people, processes,
and resources to effectively deliver the desired business and clinical results, based on its industry reputation and past performance.
CLINICAL
Q5 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
1 1 NUANCE 9.94 9.74 9.72 9.94 9.84
3 2 OPTUM360 9.40 9.68 9.02 9.53 9.41
6 3 WAYSTAR 9.72 9.29 9.26 9.22 9.37
2 4 STREAMLINE 9.16 9.30 9.24 9.18 9.22
11 5 DOLBEY 9.31 8.76 9.21 8.93 9.05
13 6 DOCUCODER 9.17 9.27 8.79 8.43 8.92
15 7 CODING SOURCE 8.91 8.49 9.22 8.90 8.88
14 8 IMEDX 8.86 8.23 8.84 8.99 8.73
7 9 3M HEALTH 8.37 8.69 8.25 9.08 8.60
4 10 CIOX CARE COMM 8.79 9.27 8.04 8.06 8.54
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 18
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
6. Breadth of offerings, varied client settings, delivery excellence across all user types
Table 10: Coding & HIM vendor offers industry recognized horizontal functionality and vertical industry applications, and manage bundled coding & transcription services such as
speech recognition and developing new initiatives.
CLINICAL
Q6 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
9 1 CHANGE HC 9.77 9.83 9.74 9.74 9.77
1 2 NUANCE 9.62 9.49 9.85 9.85 9.70
10 3 HIMAGINE 9.68 9.60 9.35 9.73 9.59
3 4 OPTUM360 9.55 9.58 9.17 9.73 9.51
2 5 STREAMLINE 9.70 9.65 9.45 8.99 9.45
5 6 PRECYSE NTHRIVE 9.78 9.41 9.19 8.91 9.32
8 7 M*MODAL 9.51 9.18 8.93 9.58 9.30
12 8 CONIFER 8.88 9.51 9.39 9.35 9.28
17 9 CHARTWISE 9.29 8.72 9.45 9.34 9.20
19 10 QUALCODE 8.74 8.47 9.22 8.74 8.79
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 19
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
7. Deployment and implementation
Table 11: Comprehensive coding client deploys at a pace acceptable to the client. Coding solutions eliminate excessive supervision over vendor implementations. Vendor overcomes
client implementation obstacles and challenges effectively. Technical, organizational and cultural implementation obstacles are handled professionally and punctually. Implementation
time meets standard expectations. Implementations are efficient and sensitive to users’ specific situations which may cause delays.
CLINICAL
Q7 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
2 1 STREAMLINE 9.43 9.71 9.60 9.03 9.44
6 2 WAYSTAR 9.48 9.64 9.49 9.01 9.41
1 3 NUANCE 9.12 8.86 9.71 9.71 9.35
10 4 HIMAGINE 9.36 9.16 9.43 9.21 9.29
5 5 PRECYSE NTHRIVE 9.33 9.25 9.15 9.37 9.28
8 6 M*MODAL 8.76 9.09 9.30 9.54 9.17
4 7 CIOX CARE COMM 9.49 9.43 8.72 8.89 9.13
7 8 3M HEALTH 9.09 8.95 9.19 9.09 9.08
9 9 CHANGE 9.25 8.76 8.79 8.74 8.89
3 10 OPTUM360 8.79 8.82 8.96 8.63 8.80
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 20
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
8. Customization
Table 12: Coding and HIM products and process services are customized to meet the unique needs of specific practice client purpose, processes and care models. Little resistance is
encountered when changing performance measurements as clients’ needs vary.
CLINICAL
Q8 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
5 1 PRECYSE NTHRIVE 9.66 9.64 9.57 9.48 9.59
2 2 STREAMLINE 9.62 9.61 9.56 9.33 9.53
1 3 NUANCE 9.02 9.06 9.84 9.84 9.44
3 4 OPTUM360 9.39 9.66 9.35 9.36 9.44
4 5 CIOX CARE COMM 9.32 9.46 9.09 8.94 9.20
7 6 3M HEALTH 8.63 9.73 9.47 8.84 9.17
6 7 WAYSTAR 8.20 9.15 9.38 9.36 9.02
9 8 CHANGE 9.12 8.99 9.42 8.29 8.96
11 9 DOLBEY 9.04 9.66 8.12 8.38 8.80
14 10 IMEDX 8.92 9.39 8.77 7.80 8.72
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 21
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
9. Integration and interfaces
Table 13: Coding solutions vendor supports interfaces so information can be shared between necessary applications. Solutions are easily integrated to existing backend systems as needed
and feasible. Seamless interfaces to legacy applications are performed as required for optimal functioning. Human integration and interface activities are administered precisely. Systems
communicate effectively among provider groups and ancillaries. True interoperability with other healthcare organizations is factored into implementation.
CLINICAL
Q9 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
6 1 WAYSTAR 9.66 9.70 9.35 9.45 9.55
9 2 CHANGE 9.77 9.60 9.29 9.50 9.54
1 3 NUANCE 9.60 9.05 9.75 9.72 9.53
2 4 STREAMLINE 9.53 9.60 9.35 9.39 9.47
4 5 CIOX CARE COMM 9.61 9.26 9.59 8.95 9.35
3 6 OPTUM360 9.45 9.32 9.27 9.08 9.28
17 7 CHARTWISE 9.17 9.50 9.10 8.82 9.15
8 8 M*MODAL 9.31 9.37 8.77 8.54 9.00
5 9 PRECYSE NTHRIVE 8.97 8.98 8.72 9.10 8.94
7 10 3M HEALTH 8.59 9.21 9.51 8.01 8.83
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 22
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
10. Scalability, client adaptability, flexible pricing
Table 14: Coding services and solutions vendor provides flexible pricing allowing the client to choose and pay for the precise functionality and services needed. Vendor Invests in
significant infrastructure and has the ability to provide services to enterprise organizations. IT products and services meet the changing and varied needs of the customer.
CLINICAL
Q10 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
3 1 OPTUM360 9.86 9.87 9.71 9.50 9.74
6 2 WAYSTAR 9.81 9.93 9.48 9.17 9.60
2 3 STREAMLINE 9.66 9.73 9.63 9.21 9.56
1 4 NUANCE 8.94 9.40 9.85 9.93 9.53
16 5 IODINE 9.75 9.93 8.96 9.22 9.47
4 6 CIOX CARE COMM 9.51 9.15 9.53 9.36 9.39
15 7 CODING SOURCE 9.58 9.77 9.50 8.57 9.36
13 8 DOCUCODER 9.30 9.71 9.23 8.82 9.27
7 9 3M HEALTH 9.30 9.58 8.76 8.86 9.13
5 10 PRECYSE NTHRIVE 8.93 9.10 9.03 8.17 8.81
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 23
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
11. Vendor staff expertise, compensation and employee performance
Table 15: Coding & HIM vendor team of employees is considered top in industry for professionalism and skill. Vendor attracts and retains high performing staff. Vendor is focused on
building and developing a strong employee team of producers. Employees act like owners/leaders. Company is moving towards leveraged pay at all levels. Vendor is using effective tools
to tie performance metrics to compensation policy and compensating top leaders. Human resources-related criteria are scored from the client perspective on this indicator.
CLINICAL
Q11 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
2 1 STREAMLINE 9.98 9.95 9.88 9.86 9.92
5 2 PRECYSE NTHRIVE 9.98 9.92 9.84 9.69 9.86
1 3 NUANCE 9.42 9.68 9.99 9.88 9.74
9 4 CHANGE 9.42 9.76 9.52 9.09 9.45
3 5 OPTUM360 9.72 9.34 8.88 8.89 9.21
7 6 3M HEALTH 9.56 9.27 9.02 8.61 9.12
15 7 CODING SOURCE 9.63 9.48 9.14 8.20 9.11
18 8 QUEST CHARTMAXX 9.06 9.53 9.00 8.81 9.10
4 9 CIOX CARE COMM 9.01 9.07 8.92 9.27 9.07
13 10 DOCUCODER 9.44 8.32 9.39 8.68 8.96
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 24
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
12. Reliability
Table 16: HIM & coding solutions supplier meets agreed terms as evidenced by routine, acceptable service level reporting and industry expectations. Depth and breadth of
applications/solutions are acceptable in meeting client needs. Service levels are consistently met as agreed. Services and support response is QUEST CHARTMAXXized by vendor
team.
CLINICAL
Q12 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
3 1 OPTUM360 9.74 9.76 9.66 9.65 9.70
1 2 NUANCE 9.21 9.23 9.70 9.72 9.47
2 3 STREAMLINE 9.63 9.68 9.09 9.35 9.44
5 4 PRECYSE NTHRIVE 9.49 9.46 9.17 9.34 9.37
6 5 WAYSTAR 9.60 9.76 8.80 9.12 9.32
8 6 M*MODAL 9.53 9.70 9.04 8.70 9.24
9 7 CHANGE 9.01 8.76 8.79 9.43 9.00
14 8 IMEDX 9.10 8.83 8.76 8.78 8.87
7 9 3M HEALTH 9.34 9.46 8.30 8.08 8.80
10 10 HIMAGINE 8.69 9.19 8.81 8.29 8.75
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 25
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
13. Brand image and marketing communications
Table 17: Coding & HIM vendor’s marketing and sales statements/pitches are accurately and appropriately represented by actual product and service deliverables. Image is consistent
with top rankings. Sales presentations and proposals are delivered upon and corporate integrity/honesty in marketing and business development are highly valued.
CLINICAL
Q13 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
1 1 NUANCE 9.44 9.71 9.89 9.87 9.73
2 2 STREAMLINE 9.82 9.86 9.56 9.10 9.59
12 3 CONIFER 9.61 9.66 9.47 9.13 9.47
13 4 DOCUCODER 9.80 9.55 9.18 8.96 9.37
4 5 CIOX CARE COMM 9.23 9.68 9.44 9.10 9.36
5 6 PRECYSE NTHRIVE 9.77 9.74 9.04 8.78 9.33
6 7 WAYSTAR 9.39 9.57 9.06 8.87 9.22
9 8 CHANGE 9.34 9.37 9.22 8.80 9.18
16 9 IODINE SOFTWARE 9.31 9.33 9.01 8.91 9.14
3 10 OPTUM360 8.53 8.69 9.27 9.42 8.98
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 26
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
14. Marginal value adds
Table 18: Beyond stimulus achievement, coding vendors' cost savings are realized as generally estimated and not over-positioned or over/underestimated in ways that effect major client
satisfaction or costs. Vendor offers value-adds as a practice management partner in cost savings and avoidance initiatives and creative programs through bundled coding & HIM product
design. Provides true business transformation opportunities to hospitals and inpatient settings utilizing end-to-end coding, speech, CDI, CAC& HIM solutions.
CLINICAL
Q14 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
1 1 NUANCE 9.37 9.06 9.85 9.80 9.52
2 2 STREAMLINE 9.43 9.48 9.22 9.10 9.31
14 3 IMEDX 9.79 9.60 8.56 9.21 9.29
10 4 HIMAGINE 9.58 9.75 8.78 8.77 9.22
3 5 OPTUM360 9.49 9.58 8.59 9.14 9.20
7 6 3M HEALTH 9.29 9.47 8.85 8.77 9.10
6 7 WAYSTAR 9.53 8.93 8.27 9.43 9.04
15 8 CODING SOURCE 9.42 9.45 9.00 8.02 8.97
8 9 M*MODAL 9.46 8.92 8.46 8.14 8.75
4 10 CIOX CARE COMM 8.78 9.51 8.75 7.89 8.73
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 27
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
15. Viability and managerial stability
Table 19: Vendor’s viability, employee turnover, financial stability and/or cultural mismatches do not threaten relationship. Senior management and the board exemplify strong
leadership principals to steward appropriate resources that impact comprehensive coding solutions buyers., client adoption, exceptional outcomes and service levels.
CLINICAL
Q15 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
8 1 NUANCE 9.99 9.99 9.94 9.89 9.95
17 2 OPTUM360 9.93 9.94 9.80 9.84 9.88
1 3 STREAMLINE 9.64 9.43 9.99 9.94 9.75
2 4 PRECYSE NTHRIVE 9.86 9.80 9.61 9.68 9.74
4 5 M*MODAL 9.77 9.76 9.72 9.22 9.62
5 6 DOLBEY 9.66 9.78 9.43 9.44 9.58
10 7 CONIFER 9.69 9.63 9.41 9.38 9.53
6 8 WAYSTAR 9.54 9.82 9.01 8.96 9.33
12 9 HIMAGINE 9.82 9.79 9.31 8.41 9.33
9 10 CHARTWISE 9.27 8.73 9.53 9.13 9.17
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 28
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
16. Data Security, Privacy and Backup
Table 20: In order to provide secure and constantly dependable HIM service offerings for physician and hospital entities, a coding vendor has to provide the highest level of security and
data back-up services. Vendor’s service in these two areas is superior to the security and back-up system of past internal systems of the health system.
CLINICAL
Q16 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
2 1 STREAMLINE 9.66 9.68 9.32 9.49 9.54
10 2 HIMAGINE 9.58 9.51 9.53 9.27 9.47
17 3 CHARTWISE 9.44 9.53 9.49 9.33 9.45
1 4 NUANCE 9.00 8.96 9.63 9.68 9.32
4 5 CIOX CARE COMM 9.63 9.50 8.96 9.16 9.31
7 6 3M HEALTH 9.48 9.66 9.01 8.87 9.26
8 7 M*MODAL 8.96 9.48 9.16 9.40 9.25
3 8 OPTUM360 9.44 9.34 9.08 8.68 9.14
5 9 PRECYSE NTHRIVE 9.53 9.02 8.68 8.40 8.91
6 10 WAYSTAR 8.61 9.57 8.80 8.60 8.90
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 29
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
17. Support and customer care
Table 21: Account management provides an adequate amount of onsite administration and support to clients. There exists a formal account management program that meets client needs.
Media and clients reference this vendor as a services leader and top vendor correctly. Customer services and relationship satisfaction is manifested through significant flagship clients as
well as smaller and newest customers similarly. Vendor provides appropriate number of accessible support and customer care personnel.
CLINICAL
Q17 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
1 1 NUANCE 9.65 9.80 9.89 9.85 9.80
2 2 STREAMLINE 9.77 9.82 9.57 9.75 9.73
4 3 CIOX CARE COMM 9.58 9.39 9.62 9.04 9.41
5 4 PRECYSE NTHRIVE 9.41 9.70 8.95 8.95 9.25
6 5 WAYSTAR 9.67 9.46 8.93 8.83 9.22
3 6 OPTUM360 9.74 9.33 9.13 8.65 9.21
18 7 QUEST CHARTMAXX 9.59 9.06 9.47 8.69 9.20
14 8 IMEDX 9.50 9.59 8.89 8.62 9.15
9 9 CHANGE 9.35 9.62 9.41 8.08 9.12
16 10 IODINE SOFTWARE 9.22 9.71 8.91 8.56 9.10
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 30
product.Individual Key Performance: HOSPITALS & HEALTH SYSTEMS
End-to-End Coding, Speech Recognition & HIM Software, Services & Solutions
18. Best of breed technology and process improvement
Table 22: Coding/HIM solutions, services and related technology services are considered best of breed. Vendor technology elevates customers via capabilities, equipment, processes,
deliverables professional staff, leadership, quality assurance and innovative initiatives. Services are delivered at or above current/former in-house service levels.
CLINICAL
Q18 Criteria COMPUTER ASSISTED SPEECH MEDICAL
Overall Rank VENDOR DOCUMENTATION Mean
rank CODING RECOGNITION TRANSCRIPTION
IMPROVEMENT
1 1 NUANCE 9.27 9.20 9.44 9.49 9.35
5 2 PRECYSE NTHRIVE 9.49 9.52 8.95 9.41 9.34
2 3 STREAMLINE 9.29 9.54 9.09 9.25 9.29
4 4 CIOX CARE COMM 9.41 8.96 9.43 8.67 9.12
8 5 M*MODAL 8.94 8.99 9.18 9.29 9.10
3 6 OPTUM360 9.26 9.25 8.72 8.98 9.05
6 7 WAYSTAR 9.07 8.80 8.38 9.28 8.88
10 8 HIMAGINE 8.97 9.18 8.70 8.08 8.73
11 9 DOLBEY 8.48 8.80 8.60 8.72 8.65
7 10 3M HEALTH 8.03 8.98 8.62 8.51 8.54
`
© 2019 Black Book Market Research. This report is a licensed Leading End-to-End Coding, Speech Technology & HIM Solutions Page 31
product.Appendix
APPENDIX
Black Book Market Research LLC,
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information about Black Book’s consulting capabilities, please contact us directly at info@blackbookmarketresearch.com
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Published October 2019
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