Epic, LightBeam Among Best in KLAS Virtual Care Winners

Epic, LightBeam Health Solutions, Doximity, and eVisit emerged as Best in KLAS winners among virtual care solutions for 2024.

KLAS, a research and insights firm, released its annual list of Best in KLAS awardees in software and services market segments on February 7. According to KLAS, the award is a “recognition of [the vendor’s] outstanding efforts to help healthcare organizations accomplish the quadruple aim: better outcomes, lower costs, improved patient experience, and improved clinician experience.”

The 2024 list is based on information from more than 26,000 evaluations, with interviews representing healthcare professionals and clinicians from more than 5,000 healthcare organizations and assessing more than 1,100 healthcare technology products and services.

Epic won the Best in KLAS recognition among EHR-centric virtual care platforms, earning an overall performance score of 91.5. Overall performance scores reflect the average of all evaluations collected for a given solution between December 1, 2022, and December 31, 2023. All Epic customers interviewed also stated that the vendor “keeps all promises” and is a part of their long-term plans.

Epic Telehealth enables patients and care teams to connect for virtual visits through its EHR platform. A previous KLAS report highlighted customers’ appreciation of the “deep integration” benefits of the Epic EHR. Respondents said the system allows patients to schedule appointments, access records, and see their doctor virtually, giving patients more power and confidence in the health IT.

Last year’s winner in this category, Elation Health, achieved an overall performance score of 90.6, followed by athenahealth, which scored 85.4.

In the remote patient monitoring (RPM) segment, LightBeam Health Solutions won top honors, with an overall performance score of 91.1. Like Epic, all customers interviewed said the vendor keeps all promises and is a part of their long-term plans, but not all said they would repurchase it.

LightBeam Health Solutions provides a device-less RPM solution that leverages text messages and interactive voice response phone calls to automate patient outreach and collect data. By making the phone the primary mode of patient engagement, LightBeam aims to overcome health equity issues.  

The report also notes that LightBeam is the most improved software product, with customers reporting an 18 percent improvement in satisfaction compared to last year’s Best in KLAS report. They noted the company’s increased focus on “proactive and responsive service” and the “consistent availability of subject matter experts,” the 2024 report stated.

Following LightBeam in the RPM segment is CareSimple, with an overall performance score of 89.3, and last year’s winner, Health Recovery Solutions, which scored 83.9.

The 2024 Best in KLAS winner among video conferencing platforms is Doximity. The company achieved an overall performance score of 91.7, with all customers stating the company “avoids charging for every little thing” and that they would repurchase the solution.

Doximity, a medical network for physicians launched in 2010, offers a telehealth tool called Doximity Dialer. Physicians can video or voice call patients from their cell phones through Dialer.

Doxy.me and Zoom followed Doximity, with scores of 89.5 and 83.4, respectively.

In the virtual care platforms (non-EHR) segment, eVisit ranked No. 1, receiving an overall performance score of 83.9. The company’s solution is customizable, supporting various workflows, including emergency department triage, specialty consults, urgent and ambulatory care services, and tele-stroke and intensive care unit models.

Teladoc Health ranked second, scoring 82, and Caregility, 2023’s winner in this segment, received a score of 77.3.