KLAS: Satisfaction Levels for ClosedLoop.ai Beats Out Epic, Cerner

Upon reviewing how artificial intelligence impacted healthcare stakeholders in 2022, researchers from KLAS revealed a relatively high customer satisfaction rate, particularly among customers of ClosedLoop.ai.

KLAS is a research organization working to improve healthcare through collaboration, insights, and transparency. The organization's recently released AI performance report focuses on various entities providing artificial intelligence-focused health services.

Although reviews for each organization were mixed, ClosedLoop.ai reportedly excelled. All its customers said that the company keeps its promises and that they would buy from the company again. Further, it achieved an overall performance score of 96.5 in December 2021, up from 91.7 in December 2020. It also helped customers achieve positive outcomes such as improved medication adherence and recognizing at-risk patients.

However, areas for improvement for ClosedLoop.ai included utilization of prebuilt models, close monitoring, and the prioritization of use cases.

KLAS reported that Epic came up short of the market average across all metrics, including culture, relationships, operations, product, value, and loyalty.

Epic also had a lower performance score in 2021 — 81.2 — as compared to 84.6 in 2020, unlike ClosedLoop.ai whose performance improved. Ninety-one percent of Epic users reported they would use the company's AI offerings again and 81 percent said that the organization kept all its promises.

The areas where Epic needs to improve include the development of a long-term maintenance plan, applying models in clinical use cases, and practicing small experimentation processes, followed by expansion in the case of positive results. 

Cerner reported even lower performance scores compared to ClosedLoop.ai and Epic, with an overall score of 78.2 in December 2021.

Like Epic, Cerner fell below the market average in all customer metrics. It also scored lower than its competitors with regard to customer satisfaction, with 78 percent of users saying that Cerner kept all promises and 84 percent stating they would buy again.

But Cerner has to improve in areas such as building stronger partnerships and prioritizingbig-impact areas, according to the report.

Collaborations between AI companies and health systems to enhance care are becoming more frequent.

For example, Community Health Systems and Cadence technology are working to improve remote patient monitoring through a new partnership. Cadence plans to collect health data and treatment responses to optimize its AI system used by Community Health Systems.

A similar partnership also occurred between Cleveland Clinic and PathAI. In this collaboration, PathAI plans on using AI-powered research tools to enhance the care provided by Cleveland Clinic. Their goal is to achieve accurate diagnoses while using a machine- and deep-learning approach.