Report: Vendors too reactive to customer needs

The healthcare industry is struggling to catch up to consumer expectations set by other industries, and part of the fault lies with vendors, a new analysis asserts.

Chilmark's 2014/2015 Clinical Patient Engagement Market Trends Report reflects how the market “is operating at a kind of standoff: provider organizations are relying on their existing vendors to lead the way on new engagement tools, while those companies have been reactive, not proactive, with their customers' engagement needs," said Naveen Rao, author of the report.

The most innovation, such as cloud-based care plans, is coming outside of legacy vendors, the report says. Vendors profiled in the report include Emmi Solutions, McKesson/RelayHealth, Microsoft HealthVault and WebMD.

The belief is that providers will pick and choose multiple vendors in the future to meet clinical and business needs in different spectrums.