Evaluating Population Health Analytics Companies: NPS - a Critical Metric

According to Deloitte, “Analytics enables ACOs to budget for the health care expenses of a defined population by analyzing the data over time to identify trends and spot gaps in care relative to that population. Analytics enables better risk stratification, providing better visibility to the return on investment (ROI) of population health programs.”

Accountable Care Organizations (ACOs) and Clinically Integrated Networks (CINs) using the Datalyst™ population health platform require fewer analytic FTEs (full-time employees) to surface insights and opportunities, enjoy unsurpassed levels of data transparency, reducing skepticism in the data and metrics, supported by industry experts with years of value-based care experience, and all employees are located in the U.S., removing security concerns about patient data being stored, accessed or used offshore for any reason.

A big question facing any organization looking at population health platforms is: how can ACOs and CINs assess and evaluate the various population health analytics platforms? How can we tell if clients are happy and if the vendor is delivering on the expectations of the client base?

While there are several ways to evaluate both the product and the vendor, one reliable and proven method is to consider a product/vendor’s NPS. Net Promoter Score (NPS) is a proven and widely used metric used by businesses worldwide. NPS measures each customer’s unique experience with a product and company through a simple question, “How likely are you to recommend this product or company to a friend or a colleague?”

The responses are rated on a scale of 1 – 10, classifying scores 9-10 as Promoters, scores 7 – 8 as Passives, and scores 0– 6 as Detractors. Promoters are loyal enthusiasts, passives are satisfied but unenthusiastic, and detractors are generally considered unhappy customers.

In short, ACOs and CINs should consider adding the NPS metric to their evaluation criteria as an important variable when evaluating population health analytics platforms to uncover how happy, or unhappy, the actual paying customers and end users are.

Understanding how to translate the NPS score into something meaningful during an evaluation is relatively simple. With a total score range of negative 100 to positive 100, scores above 50 are considered excellent. Scores of 71 or higher are considered world-class and are rarely attainable. Companies in this range can reliably be considered among the absolute best in their industry.

How does Koan Health and Datalyst rank for NPS?

Koan Health and Datalyst recently earned an NPS of 78. Several highlights include:

·        100% saying their Koan Health account executive is responsive and provides accurate and appropriate answers and solutions

·        100% stating their Koan Health account executive understands their business and performance metrics

·        94% report that the Koan Health executive leadership team is interested in helping their organization to be successful

Top Capabilities of Datalyst

Koan Health clients were asked to list the top three capabilities in Datalyst. The responses included:

·        Quality Reporting

·        HCC reporting and Custom HCC reports

·        Network optimization analysis

·        Completeness of platform

·        Optimized reports and dashboards tailored to the customers’ clinical needs

What to do with a Population Health Analytics NPS

As you evaluate the many different analytics platforms available to ACOs and CINs, consider asking each vendor for their NPS score and speak directly with clients using the solution. This is a valuable metric and just like analyst reports, financial stability, operating costs, third-party evaluations, and colleague recommendations, it should be factored into your overall decision process on which platform would best serve your needs as your value-based care journey continues.

Interested in a deeper dive into Koan Health’s NPS? Send us an email and we can share more insights with you.