Vendor research firm KLAS Enterprises has published a report on provider satisfaction with picture archiving and communication systems. Released during the RSNA medical imaging conference in Chicago, the report shows "huge gaps between the scores of the highest- and lowest-performing PACS vendors, according to the Orem, Utah-based company.

The report, "The New PACS Market: From Gold Rush to Replacement," is the most comprehensive look at PACS that KLAS has undertaken. It includes performance ratings for more than three dozen products based on more than 1,600 provider interviews.

In KLAS' scoring system of customer satisfaction, a five-point spread is significant, says Ben Brown, general manager of medical imaging and medical equipment research. But with PACS, the satisfaction gap was much larger.

The GE Centricity PACS-IW was the highest ranked among acute care products; its score was 23 points higher than the lowest ranked product from Cerner Corp. There was a 15.8-point gap between products serving the community hospital market and a 14-point gap in the ambulatory market.

Overall, McKesson, Philips and GE were the highest choices for PACS replacements. PACS from Merge, Siemens, eRAD and Emageon (AMICAS) are the most likely to be replaced, according to the report.

The report is available at klasresearch.com. The cost is $980 for providers and $12,850 for nonproviders.

--Joseph Goedert

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