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BLACK BOOK RESEARCH 2017 SURVEY RESULTS

Top Provider Solutions

Medical Transcription Technology & Services

Hospitals & Inpatient Facilities

Physician Practices & Groups

Black Book™, a division of Brown-Wilson Group, Inc 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 590,000 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 info@Brown-Wilson.com

© 2017 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. Brown-Wilson Group and Black Book™ disclaim all warranties as to the accuracy, completeness or adequacy of such information. Brown- Wilson Group 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. Brown- Wilson Group’s unrivaled objectivity and credibility is perhaps your greatest assurance. At a time when alliances between major consultancies and suppliers have clouded the landscape, Brown-Wilson Group remains resolutely independent. We have no incentive to recommend specific Transcription., 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 information, visitwww.BlackBookMarketResearch.com


Part One: Aggregate Black Book Survey Findings 2017

Medical Transcription

SURVEY RESPONDENT IDENTIFICATION NUMBER OF RESPONSES VALIDATED PERCENT OF TOTAL RESPONSES
Physician/Clinician Name 806 27%
Clinic/Practice Name 469 16%
Public Clinic 30 1%
Health System Clinic 557 21%
Academic Hospital and Medical Centers over 250 Beds 198 8%
Community Hospitals 530 20%
Small Hospitals under 100 Beds 201 8%
Inpatient Surgery Centers 29 1%
TOTAL 2,920 100%
Source: Black Book Market Research

HOSPITALS (INPATIENT) = 230 PHYSICIAN PRACTICES & OUTPATIENT = 2,303

FINDING: CHANGES IN IT ORGANIZATION SPEND ANTICIPATED IN NEXT 24 MONTHS

HEALTHCARE DELIVERY ORGANIZATIONS SPEND FOR COMPREHENSIVE CODING, HIM & SPEECH SOLUTIONS 2017 PROJECTING 2018
SPEND INCREASING 10+% 86% 95%
SPEND DECREASING 10+% 3% 1%

Summary

Survey Overview

In Q2 through Q3 2017, the Black Book’s financial software and coding solutions client/user surveys investigated 130 Coding, HIM, Speech Recognition, CAC, medical transcription software and outsourcing vendors utilized by validated users nationwide for rankings. 1,019 respondents in pre-use, implementation, system decision-making or purchased but not yet installed status.

2,920 respondents with current contracts for comprehensive medical transcription services and/or technology solutions qualified to be segregated for this analysis of top performing vendors including 230 hospitals and inpatient systems and 2,303 physician practices.

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 can 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, bench markers 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.
  • 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 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.


Stop Light Scoring Key

Figure 1:
HOSPITALS TRANSCRIPTION TECHNOLOGY HOSPITALS TRANSCRIPTION OUTSOURCING PHYSICIANS TRANSCRIPTION TECHNOLOGY PHYSICIANS TECHNOLOGY OUTSOURCING
Source: Black Book Market Research
Figure 2: Key to raw scores
0.00–5.79 ► ◄ 5.80–7.32 ► ◄ 7.33–8.70 ► ◄ 8.71–10.00
Deal breaking dissatisfaction

Does not meet expectations

Cannot recommend vendor

Neutral

Meets/does not meet
expectations consistently

Would not likely
recommend vendor

Satisfactory performance

Meets expectations

Recommends vendor

Overwhelming satisfaction

Exceeds expectations

Highly recommended vendor

Source: Black Book Market Research
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
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.

Figure 5: Scoring key
Overall rank Q6 criteria rank Company CDI CAC SPEECH RECOGNITION TRANSCRIPTION Mean
5 1 Doctors and Hospitals
Coding Solutions
8.49 8.63 8.50 8.01 8.66
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 physician enterprise.
  • 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.

Published October 2017


2017 Top Medical Transcription Vendors

Overall key performance indicator leaders

Summary of criteria outcomes

CDI TRANSCRIPTION TABLE 1: Summary of criteria outcomes
Total number one criteria ranks TRANSCRIPTION VENDOR Overall rank
8 M*MODAL 1
4 IMEDX 2
5 NUANCE 3
1 PRECYSE NTHRIVE 4

Source: Black Book Rankings

Table 2: Top score per individual criteria
KPI Criteria Transcription Vendor Overall Rank
1 Strategic Alignment M*MODAL 1
2 Innovation M*MODAL 1
3 Training NUANCE 3
4 Client relationships and cultural fit IMEDX 2
5 Trust, Accountability, Transparency, Ethics M*MODAL 1
6 Breadth of offerings, client types, delivery excellence NUANCE 1
7 Deployment and outsourcing implementation NUANCE 3
8 Customization PRECYSE NTHRIVE 4
9 Integration and interfaces IMEDX 2
10 Scalability, client adaptability, flexible pricing M*MODAL 1
11 Compensation and employee performance M*MODAL 1
12 Reliability IMEDX 2
13 Brand image and marketing communications NUANCE 3
14 Marginal value adds M*MODAL 1
15 Financial Viability, Managerial Stability NUANCE 3
16 Data security and backup services IMEDX 2
17 Support and customer care M*MODAL 1
18 Best of breed technology and process improvement M*MODAL 1


Individual Key Performance

Medical transcription technology & managed services solutions

Top Ranked Medical Transcription Technology and Services Solutions KPI MEAN SCORES
Rank Vendor Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Mean
1 M*MODAL 9.40 9.71 9.05 9.49 9.30 9.04 9.11 9.39 9.48 9.61 9.20 9.33 9.54 9.35 9.34 9.35 9.54 9.81 9.39
2 IMEDX 9.21 8.70 9.24 9.56 8.69 8.59 8.99 9.40 9.53 8.44 9.15 9.65 9.21 9.29 8.96 9.63 9.46 8.10 9.10
3 NUANCE 8.78 8.62 9.53 8.41 9.09 9.23 9.22 8.65 9.15 8.95 8.67 8.68 9.63 8.60 9.37 8.83 9.01 8.88 8.96
4 PRECYSE NTHRIVE 8.86 8.66 8.66 8.55 5.72 9.16 8.84 9.65 9.13 8.51 8.45 8.86 7.20 9.09 7.94 8.81 7.82 9.19 8.51
5 TALKCHART 8.60 7.81 8.91 8.95 9.15 8.67 8.58 8.33 8.91 7.09 8.74 7.18 9.23 8.28 8.50 6.50 9.12 9.72 8.46
6 EXPRESS SCRIBE 8.37 8.64 8.83 8.53 8.93 8.82 8.94 8.85 6.25 9.09 8.52 7.03 8.88 8.49 8.28 8.28 8.40 8.48 8.42
7 ACUSIS 7.94 8.30 8.77 8.57 8.79 8.79 8.24 8.19 8.97 8.59 7.46 9.09 8.64 8.38 7.09 8.76 7.12 8.78 8.36
8 RADEKAL 9.28 7.19 8.64 8.60 8.83 8.47 8.13 8.98 8.01 8.11 8.26 8.68 6.23 8.99 8.30 7.22 8.79 8.78 8.31
9 DOLBEY 8.63 7.21 8.23 8.39 7.11 6.57 8.47 7.48 9.05 8.11 8.71 9.04 8.69 8.69 7.69 8.07 8.93 8.38 8.19
10 SMARTMD 8.47 8.59 8.22 8.03 9.18 8.20 7.93 9.16 8.01 8.60 7.70 8.85 9.14 5.81 8.17 7.26 8.74 7.17 8.18
11 FUTURENET 7.00 7.69 9.07 7.25 7.51 6.25 8.24 8.33 6.99 8.09 8.23 8.07 8.61 7.54 8.29 7.18 8.20 8.82 7.85
12 SPEECHMOTION 8.01 8.09 6.03 7.09 8.15 8.75 7.24 8.17 8.20 6.76 7.60 7.04 8.98 6.70 8.29 8.51 9.29 8.22 7.84
13 MTCB 7.65 8.65 7.53 7.02 7.63 7.02 8.04 8.21 7.58 7.39 7.96 7.30 7.46 7.92 7.44 7.11 8.62 7.11 7.65
14 NAGARSOFT 7.08 5.78 8.22 7.17 8.04 5.38 7.22 8.52 8.43 5.95 9.15 7.07 8.19 7.50 7.92 8.05 5.73 8.28 7.43
15 ENTRADA 5.68 7.02 8.00 7.00 7.60 5.67 6.55 7.69 7.87 7.94 8.24 8.05 7.42 6.50 8.05 7.78 7.76 8.08 7.38
16 ZYDOC 6.69 6.02

1

8.91 7.65 7.38 5.77 8.11 7.72 8.27 7.60 5.65 7.61 8.03 7.62 5.67 8.25 5.80 8.08 7.27
17 SMART TYPE 5.43 6.11 8.48 7.20 8.14 5.64 7.02 6.75 7.18 7.55 6.90 6.75 6.37 7.55 8.15 7.60 7.58 5.76 7.01
18 CLICKTATE 5.42 5.76 7.08 5.73 6.56 5.61 5.72 7.20 6.25 5.96 8.06 5.20 7.27 8.24 5.27 6.70 6.99 6.69 6.43
19 CHARTNET 6.04 5.49 6.18 7.14 5.62 5.45 7.86 6.05 5.87 5.39 7.02 5.80 8.19 6.74 5.55 5.18 8.38 5.89 6.32
20 WINSCRIBE 5.25 5.24 6.49 5.42 5.35 5.83 6.22 5.30 5.12 6.41 6.36 5.65 5.76 6.52 6.57 5.00 5.45 5.60 5.75


Q1. Strategic Alignment with Client Organizational Goals: CDI, MU, MACRA MIPS, VBC

Table 4: Organizational structure meets the needs of stakeholders or customers and stakeholder satisfaction is the most important priority. Medical transcription client is likely to recommend the vendor to peer providers and other delivery settings.

OVERALL RANK Q1 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
1 1 M*MODAL 9.35 9.19 9.53 9.53 9.40
8 2 RADEKAL 9.53 9.80 9.55 8.24 9.28
2 3 IMEDX 9.24 9.39 9.87 8.33 9.21
4 4 PRECYSE NTHRIVE 9.02 8.84 8.32 9.25 8.86
9 5 DOLBEY 8.84 9.27 8.19 8.60 8.73
3 6 NUANCE 9.15 8.49 8.77 8.09 8.63
5 7 TALKCHART 8.94 9.40 7.98 8.07 8.60
10 8 SMARTMD 8.76 8.92 8.00 8.19 8.47
6 9 EXPRESS SCRIBE 8.41 9.20 8.10 7.82 8.37
7 10 ACUSIS 8.41 8.38 7.90 7.05 7.94
Source: Black Book Rankings


Q2. Innovation

Table 5: Customers are also continuing to push the envelope for further enhancements to which the vendor is responsive. Transcription clients also believe that their vendors’ technology is helping them manage practices and hospitals more effectively, generate accurate records and reimbursement billings and cut their overhead in ways that were difficult or impossible to accomplish before the software was implemented. Vendor is responsive to make client recommendations with cutting edge improvements.

 

OVERALL RANK

Q2 CRITERIA RANK  

MEDICAL TRANSCRIPTION VENDOR

HOSPITAL & INPATIENT SOFTWARE

TECHNOLOGY

HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE

TECHNOLOGY

PHYSICIAN & OUTPATIENT OUTSOURCING  

MEAN

1 1 M*MODAL 9.65 9.66 9.94 9.60 9.71
2 2 IMEDX 8.77 9.06 8.45 8.53 8.70
4 3 PRECYSE NTHRIVE 8.19 8.77 8.68 8.99 8.66
13 4 MTCB 9.06 8.05 8.62 8.68 8.65
5 5 EXPRESS SCRIBE 8.34 9.50 9.13 7.60 8.64
3 6 NUANCE 8.01 8.83 9.59 8.04 8.62
10 7 SMARTMD 8.59 8.80 9.10 7.85 8.59
7 8 ACUSIS 8.39 8.22 8.49 8.09 8.30
12 9 SPEECHMOTION 8.51 7.39 7.90 8.57 8.09
5 10 TALKCHART 7.68 7.90 7.66 8.55 7.81
Source: Black Book Rankings


Q3. Training

Table 6: Software vendor leadership provides significant and meaningful training opportunities for internal employees and client staff. Leadership strives to develop technology staff, RCM client service and customer servicing consultant employees in particular. Training modules are effective and practical so that minimal post-implementation training is required on or off site. Regular updates are timely and require minimal additional training to implement.

OVERALL RANK Q3 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
3 1 NUANCE 9.79 9.54 9.20 9.60 9.53
2 2 IMEDX 9.37 9.20 9.22 9.18 9.24
11 3 FUTURENET 9.12 9.25 8.73 9.17 9.07
1 4 M*MODAL 9.00 9.60 8.44 9.15 9.05
5 5 TALKCHART 8.99 9.19 8.72 8.75 8.91
6 6 EXPRESS SCRIBE 9.28 9.34 8.21 8.50 8.83
7 7 ACUSIS 8.85 9.04 8.39 8.80 8.77
4 8 PRECYSE NTHRIVE 9.20 8.75 8.02 8.65 8.66
8 9 RADEKAL 8.79 8.72 7.79 9.24 8.64
3 10 NUANCE 8.09 8.98 7.48 9.61 8.54
Source: Black* Book Rankings


Q4. Client relationships and cultural fit

Table 7: Software vendor leadership honors customer relationships highly. The relationship with the vendor elevates the customer reputation. Improving physician practice and healthcare 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.

OVERALL RANK Q4 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT

SOFTWARE TECHNOLOGY

HOSPITAL & INPATIENT OUTSOURCING REIMBURSEMENT, INSURANCE PAYOR MGMT PHYSICIAN & OUTPATIENT OUTSOURCING  

MEAN

2 1 IMEDX 9.85 9.69 9.25 9.45 9.56
1 2 M*MODAL 9.28 9.83 9.42 9.44 9.49
5 3 TALKCHART 8.69 8.92 9.03 9.15 8.95
8 4 RADEKAL 8.44 8.17 8.90 8.88 8.60
7 5 ACUSIS 8.99 9.12 7.76 8.42 8.57
4 6 PRECYSE NTHRIVE 8.39 8.38 8.56 8.87 8.55
6 7 EXPRESS SCRIBE 9.20 8.93 8.01 7.97 8.53
3 8 NUANCE 8.64 8.75 7.84 8.42 8.41
9 9 DOLBEY 8.88 9.51 7.64 7.51 8.39
10 10 SMARTMD 9.16 9.19 7.70 7.00 8.26
Source: Black Book Rankings


Q5. Trust, Accountability and Transparency

Table 8: Trust in enterprise reputation is important to transcription clients as well as prospects. Vendor management and staff conduct themselves in highly ethical, honest ways. 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. There are no disconnects between promises and delivery. Problems are handled immediately and leadership acts with accountability and transparency to the satisfaction of clients and third parties.

OVERALL RANK Q5 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
1 1 M*MODAL 9.21 9.31 9.43 9.25 9.30
10 2 SMARTMD 9.10 9.60 8.88 9.12 9.18
5 3 TALKCHART 9.13 9.68 8.78 9.00 9.15
3 4 NUANCE 8.89 8.92 8.83 9.72 9.09
6 5 EXPRESS SCRIBE 9.26 9.33 8.91 8.22 8.93
8 6 RADEKAL 8.66 9.10 8.56 8.99 8.83
7 7 ACUSIS 9.22 8.92 8.49 8.52 8.79
2 8 IMEDX 8.55 8.25 9.68 8.27 8.69
12 9 SPEECHMOTION 8.81 8.64 7.40 7.73 8.15
17 10 SMART TYPE 7.96 8.61 7.90 8.08 8.14
Source: Black Book Rankings


Q6. Breadth of offerings, varied client settings, delivery excellence across all user types

Table 9: Medical transcription vendor offers industry recognized horizontal functionality and vertical industry applications, and manage bundled services such as ACO, reimbursement reform and developing new e-Health initiatives. Vendor routinely drives operational performance improvements and results in the areas they affect. Comprehensive offerings are constructed to meet the unique needs of the client’s billing and collections initiatives. Breadth of vendor modules offers comprehensive system services and broad modules.

OVERALL RANK Q6 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT

SOFTWARE TECHNOLOGY

HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT

SOFTWARE TECHNOLOGY

PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
3 1 NUANCE 9.28 9.36 9.02 9.26 9.23
4 2 PRECYSE NTHRIVE 8.98 9.61 8.81 9.24 9.16
1 3 M*MODAL 9.17 9.15 8.75 9.10 9.04
6 4 EXPRESS SCRIBE 9.07 9.24 8.14 8.81 8.82
7 5 ACUSIS 8.89 9.07 8.60 8.61 8.79
12 6 SPEECHMOTION 9.28 9.19 8.21 8.33 8.75
5 7 TALKCHART 9.35 9.20 6.75 9.57 8.67
2 8 IMEDX 8.89 8.76 9.53 7.18 8.59
8 9 RADEKAL 8.61 8.38 7.90 8.99 8.47
10 10 SMARTMD 8.63 8.76 7.12 8.30 8.20
Source: Black Book Rankings


Q7. Deployment and Revenue Cycle Management/Coding/CDI solution implementation

Table 10: Transcription client deploys at a pace acceptable to the client. Transcription 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. Application implementation time meets standard expectations. Implementations are efficient and sensitive to users’ specific situations which may cause delays.

OVERALL RANK Q7 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
3 1 NUANCE 9.52 9.67 9.28 8.39 9.22
1 2 M*MODAL 9.32 9.37 8.37 9.37 9.11
2 3 IMEDX 7.91 9.50 9.85 8.68 8.99
6 4 EXPRESS SCRIBE 9.47 9.12 8.22 8.94 8.94
4 5 PRECYSE NTHRIVE 9.14 9.36 8.46 8.41 8.84
5 6 TALKCHART 8.93 9.09 8.28 8.02 8.58
9 7 DOLBEY 8.59 8.32 8.07 8.89 8.47
11 8 FUTURENET 8.18 8.51 7.81 8.47 8.24
8 9 ACUSIS 8.94 9.00 6.97 8.05 8.24
10 10 SMARTMD 8.25 8.67 7.72 7.09 7.93
Source: Black Book Rankings


Q8. Customization

Table 11: Transcription products and process services are customized to meet the unique needs of specific practice client purpose, processes and physician models. Little resistance is encountered when changing performance measurements as clients’ needs vary. Extraordinary efforts are made to adapt and convert client special needs into workable solutions with efficient cost and time considerations. All software applications allow for modifications that are not costly or complex. Customization initiatives produce cohesive end products.

OVERALL RANK Q8 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
4 1 PRECYSE NTHRIVE 9.68 9.86 9.49 9.55 9.65
2 2 IMEDX 9.80 9.79 9.85 8.17 9.40
1 3 M*MODAL 9.68 9.38 8.92 9.58 9.39
10 4 SMARTMD 9.19 9.42 9.01 9.03 9.16
8 5 RADEKAL 9.22 9.30 8.38 9.01 8.98
6 6 EXPRESS SCRIBE 9.49 9.18 8.19 8.55 8.85
3 7 NUANCE 9.05 8.86 6.90 9.77 8.65
15 8 NAGARSOFT 8.62 8.79 8.01 8.64 8.52
11 9 FUTURENET 9.13 8.88 7.27 8.02 8.33
14 10 MTCB 8.20 9.02 7.53 8.09 8.21
Source: Black Book Rankings


Q9. Integration, connectivity and interfaces

Table 12: Medical transcription vendor supports interfaces so information can be shared between necessary applications. Solutions are easily integrated to existing backend systems as needed and feasible for connectivity and interoperability purposes. Seamless interfaces to legacy applications and cloud systems alike 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 including financial and clinical data.

OVERALL RANK Q9 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
2 1 IMEDX 9.09 9.72 9.65 9.67 9.53
1 2 M*MODAL 9.33 9.88 9.05 9.64 9.48
3 3 NUANCE 9.04 9.05 8.63 9.86 9.15
4 4 PRECYSE NTHRIVE 9.29 9.25 8.92 9.05 9.13
9 5 DOLBEY 9.05 9.16 8.93 9.06 9.05
7 6 ACUSIS 9.54 9.38 8.12 8.83 8.97
5 7 TALKCHART 9.01 9.49 8.24 8.89 8.91
15 8 NAGARSOFT 9.19 8.53 7.85 8.16 8.43
17 9 ZYDOC 8.79 8.35 8.10 7.83 8.27
12 10 SPEECHMOTION 8.16 8.65 7.58 8.40 8.20
Source: Black Book Rankings


Q10. Scalability, client adaptability, flexible pricing

Table 13: Transcription services and software 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 can provide services to enterprise organizations. IT products and services meet the changing and varied needs of the healthcare provider customer. Pricing is not rigid or shifting and meets needs of client.

OVERALL RANK Q10 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
1 1 M*MODAL 9.71 9.64 9.43 9.66 9.61
6 2 EXPRESS SCRIBE 9.21 9.16 8.79 9.19 9.09
3 3 NUANCE 8.78 9.10 8.33 9.57 8.95
10 4 SMARTMD 9.05 8.53 7.81 8.80 8.60
8 5 ACUSIS 8.73 9.28 8.04 8.32 8.59
4 6 PRECYSE NTHRIVE 8.70 8.66 8.19 8.48 8.51
3 7 NUANCE 8.36 7.26 9.54 8.58 8.44
9 8 DOLBEY 8.31 8.87 7.33 7.94 8.11
8 9 RADEKAL 8.73 8.32 7.56 7.83 8.11
11 10 FUTURENET 8.68 8.62 7.64 7.41 8.09
Source: Black Book Rankings


Q11. Vendor staff expertise, compensation and employee performance

Table 14: Transcription 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.

OVERALL RANK Q11 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
1 1 M*MODAL 9.20 9.20 9.02 9.29 9.20
15 2 NAGARSOFT 9.43 9.19 8.89 9.07 9.15
2 3 IMEDX 9.30 9.64 9.67 7.99 9.15
5 4 TALKCHART 9.02 9.22 8.55 8.16 8.74
9 5 DOLBEY 8.91 8.62 8.42 8.89 8.71
3 6 NUANCE 9.03 8.49 7.45 9.69 8.67
6 7 EXPRESS SCRIBE 9.28 9.19 7.78 7.81 8.52
4 8 PRECYSE NTHRIVE 8.67 9.03 7.36 8.72 8.45
8 9 RADEKAL 8.78 8.52 7.86 7.88 8.26
16 10 ENTRADA 8.60 8.56 8.07 7.72 8.24
Source: Black Book Rankings


Q12. Reliability

Table 15: Transcription technology 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. Online reliability is maximized and outages/downtimes are minimized. Solid product and service capacities are demonstrated consistently. Service levels are consistently met as agreed. Services and support response is maximized by vendor team.

OVERALL RANK Q12 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
2 1 IMEDX 9.75 9.49 9.84 9.50 9.65
1 2 M*MODAL 9.45 9.31 8.94 9.60 9.33
7 3 ACUSIS 9.30 8.89 8.87 9.30 9.09
9 4 DOLBEY 9.60 8.85 8.63 9.06 9.04
4 5 PRECYSE NTHRIVE 8.57 9.37 8.28 9.23 8.86
10 6 SMARTMD 9.09 9.02 8.21 9.09 8.85
3 7 NUANCE 9.24 8.87 6.89 9.71 8.68
8 8 RADEKAL 8.62 8.63 8.24 9.23 8.68
5 9 TALKCHART 9.26 8.99 7.66 8.00 8.48
6 10 EXPRESS SCRIBE 8.14 8.91 7.94 8.05 8.26
Source: Black Book Rankings


Q13. Brand image and marketing communications

Table 16: Transcription vendor’s marketing and sales statements/pitches are accurately and appropriately represented by actual product and service deliverables. Image is consistent with top vendor rankings scored by client base. Sales presentations and proposals are delivered upon and corporate integrity/honesty in marketing and business development are highly valued. Company image and integrity are values upheld top-down consistently. Elevated level of relevant client communications enhances the transcription and CDI vendor. The vendor’s marketing organization is led by competent, ethical leaders as evidenced by empowered, client-focused professionals.

OVERALL RANK Q13 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
3 1 NUANCE 9.66 9.81 9.13 9.91 9.63
1 2 M*MODAL 8.79 9.73 9.94 9.70 9.54
5 3 TALKCHART 9.19 9.49 9.00 9.24 9.23
2 4 IMEDX 9.52 9.14 9.12 9.06 9.21
10 5 SMARTMD 8.93 9.48 9.13 9.01 9.14
12 6 SPEECHMOTION 9.12 9.17 8.46 9.16 8.98
6 7 EXPRESS SCRIBE 9.17 9.03 8.09 9.22 8.88
9 8 DOLBEY 8.36 8.58 8.73 8.98 8.69
7 9 ACUSIS 9.32 8.63 7.72 8.90 8.64
11 10 FUTURENET 9.08 8.95 7.55 8.84 8.61
Source: Black Book Rankings


Q14. Marginal value adds

Table 17: Beyond stimulus achievement, the 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 provider management partner in cost savings and avoidance initiatives and creative programs through bundled services and product design. Vendor provides true organizational business transformation opportunities to hospitals and other medical settings utilizing EMR seamlessly with transcription & CDI.

OVERALL RANK Q14 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
1 1 M*MODAL 9.62 9.40 9.04 9.33 9.35
2 2 IMEDX 8.97 9.24 9.64 9.30 9.29
4 3 PRECYSE NTHRIVE 9.62 9.70 8.65 8.37 9.09
8 4 RADEKAL 8.94 9.43 8.72 8.85 8.99
9 5 DOLBEY 8.82 8.87 8.08 8.97 8.69
3 6 NUANCE 8.83 8.02 7.83 9.72 8.60
5 7 EXPRESS SCRIBE 9.41 9.07 7.81 7.67 8.49
8 8 ACUSIS 8.12 8.84 8.31 8.25 8.38
18 9 CLICKTATE 7.75 8.81 8.01 8.39 8.24
14 10 MTCB 7.99 8.63 7.93 7.12 7.92
Source: Black Book Rankings


Q15. Financial viability and managerial stability

Table 18: 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 transcription buyers. Client is confident of long term industry viability for this vendor based on investments, client adoption, exceptional outcomes and service levels. Field management is notably competent, stable and supportive of clients. Entire vendor organization demonstrates and provides evidence of competent fiscal management and marketing/sales leadership.

OVERALL RANK Q15 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
3 1 NUANCE 9.40 9.71 9.24 9.12 9.37
1 2 M*MODAL 9.41 9.60 8.96 9.39 9.34
2 3 IMEDX 9.06 8.87 9.72 8.18 8.96
5 4 TALKCHART 9.08 8.97 7.96 8.00 8.50
8 5 RADEKAL 8.39 8.64 7.83 8.34 8.30
11 6 FUTURENET 8.94 8.03 7.68 8.51 8.29
12 7 SPEECHMOTION 8.62 8.49 7.70 8.34 8.29
5 8 EXPRESS SCRIBE 8.44 7.67 8.64 8.35 8.28
10 9 SMARTMD 8.48 8.16 7.78 8.26 8.17
17 10 SMART TYPE 7.92 9.08 7.39 8.19 8.15
Source: Black Book Rankings


Q16. Data security and backup services

Table 19: To provide secure and constantly dependable transcription and CDI service offerings for physicians, hospitals and clinical entities, a vendor must provide the highest level of cybersecurity, authorization, authentication, encryption and data back-up services. The vendor’s service in these areas is superior to the security and back-up system of past internal systems of the physician practice and/or hospital.

OVERALL RANK Q16 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
2 1 IMEDX 9.51 9.89 9.79 9.33 9.63
1 2 M*MODAL 9.42 9.66 8.99 8.82 9.35
3 3 NUANCE 8.88 9.18 8.13 9.14 8.83
4 4 PRECYSE NTHRIVE 9.26 8.63 8.00 9.33 8.81
7 5 ACUSIS 8.80 9.32 7.86 9.07 8.76
12 6 SPEECHMOTION 9.01 8.96 7.69 8.37 8.51
5 7 TALKCHART 8.73 8.79 9.05 7.43 8.50
6 8 EXPRESS SCRIBE 8.54 8.71 8.02 7.86 8.28
16 9 ZYDOC 8.96 8.36 8.16 7.51 8.25
9 10 DOLBEY 8.60 8.47 7.50 7.69 8.07
Source: Black Book Rankings


Q17. Support and customer care

Table 20: 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 transcription 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.

OVERALL RANK Q17 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIEN SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
1 1 M*MODAL 9.94 9.51 9.25 9.44 9.54
2 2 IMEDX 9.52 9.54 9.67 9.11 9.46
12 3 SPEECHMOTION 9.66 9.47 9.10 8.92 9.29
5 4 TALKCHART 9.15 9.28 9.03 9.03 9.12
3 5 NUANCE 8.84 8.76 8.63 9.79 9.01
9 6 DOLBEY 8.89 9.37 8.74 8.73 8.93
8 7 RADEKAL 8.72 9.15 8.49 8.77 8.79
10 8 SMARTMD 8.82 9.17 8.31 8.67 8.74
13 9 MTCB 9.07 9.10 8.16 8.16 8.62
5 10 EXPRESS SCRIBE 9.30 8.75 7.92 7.63 8.40
Source: Black Book Rankings


Q18. Best of breed technology and process improvement

Table 21: A seamless transcription product management and related technology services are considered best of breed. Vendor technology elevates customers above competitors via interface capabilities, equipment, processes, deliverables, professional staff, leadership, quality assurance and innovative initiatives. Transcription technology solutions and services are delivered above previous in-house transcription service levels. Technology is relevant to exchanging health information among providers, as well as sufficiently offering provider access.

OVERALL RANK Q18 CRITERIA RANK MEDICAL TRANSCRIPTION VENDOR HOSPITAL & INPATIENT SOFTWARE TECHNOLOGY HOSPITAL & INPATIENT OUTSOURCING PHYSICIAN & OUTPATIENT SOFTWARE TECHNOLOGY PHYSICIAN & OUTPATIENT OUTSOURCING MEAN
1 1 M*MODAL 9.89 9.98 9.40 9.99 9.81
5 2 TALKCHART 9.47 9.54 9.98 9.90 9.72
4 3 PRECYSE NTHRIVE 9.09 8.81 8.92 9.40 9.19
3 4 NUANCE 8.73 9.32 7.95 9.71 8.88
11 5 FUTURENET 9.02 9.08 8.31 9.12 8.82
7 6 ACUSIS 8.95 9.53 7.80 8.23 8.78
8 7 RADEKAL 8.70 8.78 8.40 8.61 8.78
2 8 IMEDX 7.25 8.07 8.24 8.85 8.10
6 9 EXPRESS SCRIBE 9.59 9.05 7.72 7.16 8.48
9 10 DOLBEY 7.73 8.62 8.88 7.51 8.38
Source: Black Book Rankings

Appendix

Black Book™

A DIVISION OF BROWN-WILSON GROUP INC., BLACK BOOK POLLS & SURVEYS

We hope that the data and analysis in this report will help you make informed and imaginative CDI/RCM/RCO/PM/EMR/EHR business decisions. If you have further requirements, the Brown-Wilson Group consulting team may be able to help you. For more information about BWG and Black Book’s consulting capabilities, please contact us directly at info@brown-wilson.com

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