top medical transcription technology services...

Top Client-Rated Medical Transcription Technology & Services

Published October 2018

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BLACK BOOK RESEARCH 2018 SURVEY RESULTS

Top Medical Transcription Technology Services & Documentation Solutions Hospitals & Inpatient Facilities Physician Practices & Groups




Black Book™ 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 606,000 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 [email protected]

© 2018 Black Book Market Research, Inc. All Rights Reserved.

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, visit www.BlackBookMarketResearch.com

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.

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Aggregate Black Book Survey

2018 Medical Transcription Respondent Profiles

INPATIENT OR NETWORK ORGANIZATION RESPONDENT IDENTIFICATION

RESPONDENTS BY ORGANIZATION

PERCENT OF TOTAL INPATIENT RESPONSES

IDN Physician/Clinician Name 806

27%

IDN Group Practice 469

16%

Walk In/ER Center 30

1%

Network 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%

Inpatient Organizations & Providers Independent Physicians and Group Practices

2,920 2,991

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

HEALTHCARE DELIVERY

ORGANIZATIONS SPEND FOR

COMPREHENSIVE CODING, HIM &

SPEECH SOLUTIONS

2017 2018 2019 EST

SPEND INCREASING 10+%

80% 82% 93%

SPEND DECREASING 10+%

3% 3% 0%



© Black Book Market Research. This report is a licensed product.

Black Book Methodology

`

SUMMARY

SURVEY OVERVIEW

In Q2 through Q3 2018, 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. 778 respondents were 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 265 hospitals and inpatient systems and

2,991independent physician practices and groups.

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

Black Book 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.




Black Book Methodology

`

• 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 February 1 to September 30 at

www.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.

http://www.blackbookmarketresearch.com/

Top Client-Rated Medical Transcription Technology Solutions &



Source: Black Book Market Research

Figure 1:

Stop Light Scoring Key

STOP LIGHT SCORING KEY

HOSPITALS TRANSCRIPTION TECHNOLOGY

HOSPITALS TRANSCRIPTION OUTSOURCING

PHYSICIANS TRANSCRIPTION TECHNOLOGY

PHYSICIANS TECHNOLOGY OUTSOURCING




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




Figure 3: Color-coded stop light dashboard scoring key

Green (top 10%) scores better than 90% of transcription vendors. Green coded vendors have received constantly highest client satisfaction scores.

8.71 +

Clear (top 33%) scores better than 67% of transcription vendors. Well-scored vendor which have middle of the pack results.

7.33 to 8.70

Yellow scores better than half of transcription vendors. Cautionary performance scores, areas of improvement required.

5.80 to 7.32

Red scores worse than 66% of transcription 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


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 transcription services collectively.

2018 Top Medical Transcription Vendors

October 2018 © 2018 Black Book Research LLC. This report is a licensed product. Do not duplicate or distribute without permission.

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

10 M*MODAL 1

3 NUANCE DRAGON 2

1 ZYDOC 3

1 SMARTYPE 7

1 PRECYSE NTHRIVE 10

1 FUTURENET 11

1 RADEKAL/PERTEXA 13

Source: Black Book

2018 Top Medical Transcription Vendors

October 2018 © 2018 Black Book Research LLC. This report is a licensed product. Do not duplicate or distribute without permission.

TOP SCORE PER INDIVIDUAL CRITERIA:

SOFTWARE & SERVICES VENDORS

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 DRAGON 2 4 Client relationships and cultural fit M*MODAL 1 5 Trust, Accountability, Transparency, Ethics M*MODAL 1 6 Breadth of offerings, client types, delivery excellence NUANCE DRAGON 2 7 Deployment and outsourcing implementation NUANCE DRAGON 2 8 Customization NTHRIVE 10 9 Integration and interfaces SMARTYPE 7

10 Scalability, client adaptability, flexible pricing M*MODAL 1 11 Compensation and employee performance RADEKAL/PERTEXA 13 12 Reliability M*MODAL 1 13 Brand image and marketing communications M*MODAL 1 14 Marginal value adds M*MODAL 1 15 Financial Viability, Managerial Stability M*MODAL 1 16 Data security and backup services M*MODAL 1 17 Support and customer care ZYDOC 3 18 Best of breed technology and process improvement FUTURENET 11

Source: Black Book™

Individual Key Performance Indicators

Published October 2018 © 2018 Black Book Research LLC. This report is a licensed product and requires permission to distribute and/or duplicate.

AGGREGATE KEY PERFORMANCE INDICATOR RANKING SUMMARY: MEDICAL TRANSCRIPTION TECHNOLOGY & SERVICES SOLUTIONS, HOSPITALS & PHYSICIAN PRACTICES 2018

Rank Vendor Q1 Q2 Q3 Q4 Q5 Q6 Q7 Q8 Q9 Q10 Q11 Q12 Q13 Q14 Q15 Q16 Q17 Q18 Mean

1 M*MODAL 9.59 9.66 9.26 9.79 9.49 9.50 9.19 9.30 9.37 9.72 9.12 9.72 9.75 9.55 9.80 9.78 9.56 8.99 9.51

2 NUANCE DRAGON 9.40 8.95 9.61 9.60 8.25 9.78 9.82 9.11 8.48 9.24 9.33 9.50 7.79 9.29 9.61 8.90 9.21 9.49 9.19

3 ZYDOC 9.38 8.05 8.97 9.44 9.21 9.55 9.67 8.46 9.40 9.35 8.79 9.14 9.22 9.33 9.49 9.11 9.70 8.10 9.13

4 TALKCHART EVOLVEMED 8.20 8.61 9.37 8.67 6.36 9.22 9.50 7.25 9.47 8.40 8.75 9.42 9.40 8.82 9.53 9.40 8.48 9.14 8.78

5 MEDACUSIS ECARENOTES 9.24 8.73 9.32 8.71 9.20 7.57 7.26 9.14 7.89 8.86 9.58 9.29 7.23 9.41 7.49 8.39 9.33 8.45 8.62

6 EXPRESS SCRIBE 8.91 9.28 8.61 7.24 8.87 7.22 9.62 8.12 8.10 8.99 8.49 8.80 9.59 9.25 8.78 9.00 6.60 9.55 8.61

7 SMARTYPE 8.92 8.94 8.72 9.06 7.77 9.19 9.46 9.40 9.54 8.58 8.74 8.44 7.01 8.73 7.50 8.04 8.31 8.56 8.60

8 DOLBEY 8.90 8.23 9.36 9.55 9.04 7.52 7.29 8.86 9.05 8.77 9.34 8.82 9.16 6.80 9.07 8.52 8.67 7.83 8.60

9 SMARTMD 9.06 9.23 7.28 7.96 8.05 9.10 9.31 9.43 8.39 7.71 8.49 8.11 8.62 8.36 9.48 9.00 7.75 9.28 8.59

10 PRECYSE NTHRIVE 8.61 8.55 9.35 8.67 8.88 9.43 8.91 9.46 9.33 8.84 9.10 8.15 6.32 9.26 6.55 7.51 8.34 8.85 8.56

11 FUTURENET 9.06 7.30 9.04 9.49 8.42 8.76 8.89 8.21 8.04 8.08 5.73 8.85 8.94 7.02 7.75 9.21 8.30 9.57 8.37

12 MTCB TRANSCRIPTION 8.39 8.66 8.64 9.17 7.55 7.98 7.21 9.35 9.02 8.93 8.90 7.30 8.50 7.92 8.97 8.47 7.73 8.02 8.37

13 RADEKAL/PERTEXA 9.12 8.30 9.17 8.78 4.36 8.27 8.39 8.89 8.00 5.67 9.69 9.60 9.33 6.87 9.53 9.01 8.45 8.11 8.31

14 NAGARSOFT 9.35 7.92 7.21 7.11 8.63 9.43 7.71 5.72 8.46 6.80 8.39 8.93 6.88 8.50 8.97 7.38 8.75 8.07 8.01

15 ENTRADA 8.25 8.90 9.14 9.21 9.28 8.15 8.66 8.08 7.03 8.20 9.40 7.88 5.73 6.28 5.60 9.04 8.88 6.37 8.00

16 NUSCRIBE 8.89 7.24 7.91 7.96 8.95 7.60 7.47 7.99 8.99 8.35 8.64 7.11 7.99 7.04 7.80 8.84 7.02 7.83 7.98

17 MERCEDES TRANSCRIPTION 8.18 8.02 8.50 8.04 8.57 6.90 7.60 8.77 7.71 7.90 8.32 8.02 6.90 8.82 7.92 6.98 7.45 8.05 7.93

18 CLICKTATE 8.12 8.65 6.28 7.57 7.23 9.38 7.84 7.15 7.49 5.55 5.15 8.88 7.15 7.09 8.92 7.69 8.24 8.05 7.58

19 WINSCRIBE 8.24 7.61 6.46 6.02 7.21 9.25 7.98 5.48 9.09 7.62 6.92 6.55 8.38 6.63 7.96 6.66 8.27 6.94 7.40

20 NEXTGEN 7.00 9.11 6.81 9.00 7.05 7.00 8.98 6.98 8.49 6.60 5.27 6.65 5.80 8.10 7.14 7.04 6.83 7.10 7.28-



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 9.72 9.24 9.58 9.83 9.59

2 2 NUANCE DRAGON 9.16 9.44 9.31 9.68 9.40

3 3 ZYDOC 9.69 9.15 9.45 9.21 9.38

14 4 NAGARSOFT 9.47 9.22 9.55 9.14 9.35

5 5 MEDACUSIS ECARENOTES 9.04 9.20 9.17 9.53 9.24

13 6 RADEKAL/PERTEXA 8.76 9.28 8.99 9.44 9.12

9 7 SMARTMD 8.75 9.27 9.03 9.17 9.06

11 8 FUTURENET 9.35 9.00 9.20 8.70 9.06

7 9 SMARTYPE 9.19 8.41 9.14 8.94 8.92

6 10 EXPRESS SCRIBE 8.37 8.77 9.25 9.26 8.91

Source: Black Book Research



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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.77 9.55 9.78 9.53 9.66

6 2 EXPRESS SCRIBE 9.43 9.47 8.75 9.46 9.28

9 3 SMARTMD 9.10 9.27 9.55 8.99 9.23

3 4 ZYDOC 9.03 9.14 9.19 9.07 9.11

20 5 NEXTGEN 9.01 9.04 9.57 8.81 9.11

2 6 NUANCE DRAGON 9.27 9.17 9.12 8.22 8.95

7 7 SMARTYPE 8.87 8.54 9.10 9.24 8.94

15 8 ENTRADA 9.03 8.86 8.91 8.79 8.90


12 10 MTCB TRANSCRIPTION 7.76 9.08 9.04 8.74 8.66




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

2 1 NUANCE DRAGON 9.67 9.79 9.52 9.45 9.61

4 2 TALKCHART EVOLVEMED 9.38 9.43 9.37 9.30 9.37

8 3 DOLBEY 9.07 9.35 9.31 9.69 9.36

10 4 PRECYSE NTHRIVE 8.92 9.57 9.51 9.40 9.35


1 6 M*MODAL 9.40 8.89 9.17 9.58 9.26

13 7 RADEKAL/PERTEXA 8.94 9.05 9.21 9.48 9.17

15 8 ENTRADA 8.81 9.56 9.40 8.77 9.14

11 9 FUTURENET 8.99 9.34 8.77 9.05 9.04

3 10 ZYDOC 8.22 8.02 8.00 7.97 8.05

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


VENDOR


TECHNOLOGY


OUTSOURCING

REIMBURSEMENT, INSURANCE

PAYOR MGMT


OUTSOURCING MEAN

1 1 M*MODAL 9.68 9.48 9.39 9.77 9.79

2 2 NUANCE DRAGON 9.30 9.51 9.64 9.42 9.60

8 3 DOLBEY 9.08 9.36 9.53 9.61 9.55

11 4 FUTURENET 9.60 8.83 9.68 9.27 9.49

3 5 ZYDOC 9.48 9.26 8.99 9.54 9.44

15 6 ENTRADA 9.65 9.11 9.02 9.24 9.21


7 8 SMARTYPE 9.18 9.14 8.95 9.29 9.06

20 9 NEXTGEN 8.57 9.29 9.01 9.28 9.00





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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.53 9.27 9.45 9.72 9.49

13 2 RADEKAL/PERTEXA 9.31 9.40 9.55 9.17 9.36

15 3 ENTRADA 9.43 9.03 9.42 9.24 9.28

3 4 ZYDOC 9.14 9.58 9.14 8.99 9.21


8 6 DOLBEY 8.86 8.89 9.22 9.18 9.04

16 7 NUSCRIBE 8.69 8.68 9.28 9.15 8.95

10 8 PRECYSE NTHRIVE 9.38 8.62 9.19 8.33 8.88

6 9 EXPRESS SCRIBE 8.58 8.50 8.98 9.41 8.87

2 10 NUANCE DRAGON 8.05 8.46 8.25 8.23 8.25




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

2 1 NUANCE DRAGON 9.58 10.00 9.80 9.56 9.78

3 2 ZYDOC 9.45 9.72 9.42 9.60 9.55

1 3 M*MODAL 9.51 9.59 9.49 9.41 9.50

10 4 PRECYSE NTHRIVE 9.28 9.42 9.57 9.44 9.43

14 5 NAGARSOFT 9.48 9.21 9.53 9.51 9.43

18 6 CLICKTATE 9.55 9.40 9.49 9.08 9.38

19 7 WINSCRIBE 9.54 8.94 9.49 9.04 9.25


7 9 SMARTYPE 8.97 9.41 8.97 9.40 9.19

9 10 SMARTMD 9.00 9.37 8.59 9.42 9.10




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

2 1 NUANCE DRAGON 9.83 9.87 9.85 9.73 9.82

3 2 ZYDOC 9.51 9.73 9.75 9.70 9.67

6 3 EXPRESS SCRIBE 9.63 9.64 9.62 9.59 9.62


7 5 SMARTYPE 9.45 9.23 9.63 9.45 9.44

9 6 SMARTMD 9.06 9.38 9.42 9.38 9.31

1 7 M*MODAL 8.89 9.03 9.48 9.35 9.19

20 8 NEXTGEN 9.58 8.82 9.00 8.53 8.98

10 9 PRECYSE NTHRIVE 8.78 8.70 9.18 8.96 8.91

11 10 FUTURENET 8.75 8.92 8.95 8.93 8.89




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

10 1 PRECYSE NTHRIVE 9.54 9.25 9.81 9.23 9.46

9 2 SMARTMD 9.70 9.33 9.28 9.40 9.43

7 3 SMARTTYPE 9.60 9.61 9.51 8.87 9.40


1 5 M*MODAL 9.00 9.57 9.16 9.45 9.30

2 6 NUANCE DRAGON 9.55 8.46 8.91 9.63 9.14


13 8 RADEKAL/PERTEXA 9.15 8.68 8.78 8.94 8.89

8 9 DOLBEY 9.28 9.02 8.52 8.60 8.86

3 10 ZYDOC 8.44 8.34 9.00 8.15 8.48




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

7 1 SMARTYPE 9.48 9.50 9.64 9.55 9.54


3 3 ZYDOC 9.26 9.53 9.13 9.62 9.40

1 4 M*MODAL 9.30 9.24 9.41 9.54 9.37

10 5 PRECYSE NTHRIVE 9.58 9.37 8.94 9.44 9.33

19 6 WINSCRIBE 9.37 8.80 8.99 9.21 9.09

8 7 DOLBEY 8.64 8.97 9.25 9.33 9.05


16 9 NUSCRIBE 8.85 8.92 9.36 8.82 8.99

6 10 EXPRESS SCRIBE 9.05 7.89 9.07 8.38 8.60




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.79 9.47 9.74 9.88 9.72

3 2 ZYDOC 9.34 9.50 8.93 9.64 9.35

2 3 NUANCE DRAGON 9.46 9.16 9.35 8.99 9.24

6 4 EXPRESS SCRIBE 8.93 9.21 8.86 8.96 8.99



10 7 PRECYSE NTHRIVE 8.90 8.92 9.50 8.04 8.84

8 8 DOLBEY 8.62 8.82 8.48 9.16 8.77

7 9 SMARTYPE 8.48 8.75 8.64 8.45 8.58





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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

13 1 RADEKAL/PERTEXA 9.63 9.83 9.74 9.54 9.69


15 3 ENTRADA 9.14 9.45 9.60 9.40 9.40

8 4 DOLBEY 9.51 9.30 9.02 9.54 9.34

2 5 NUANCE DRAGON 9.01 9.43 9.38 9.51 9.33

1 6 M*MODAL 9.21 9.00 9.01 9.27 9.12

10 7 PRECYSE NTHRIVE 9.17 8.88 9.35 8.96 9.10


3 9 ZYDOC 9.12 9.34 8.54 8.17 8.79





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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.82 9.70 9.75 9.59 9.72

13 2 RADEKAL/PERTEXA 9.64 9.50 9.51 9.73 9.60

2 3 NUANCE DRAGON 9.67 9.14 9.63 9.54 9.50



3 6 ZYDOC 9.17 9.28 8.99 9.08 9.14

14 7 NAGARSOFT 8.90 9.37 8.78 8.67 8.93

18 8 CLICKTATE 9.35 9.00 8.21 8.94 8.88

11 9 FUTURENET 8.42 8.41 9.37 9.18 8.85

8 10 DOLBEY 8.37 8.77 8.90 9.24 8.82




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.80 9.70 9.81 9.67 9.75

6 2 EXPRESS SCRIBE 9.54 9.43 9.63 9.75 9.59


13 4 RADEKAL/PERTEXA 9.35 9.50 8.97 9.48 9.33

3 5 ZYDOC 9.32 9.10 9.07 9.37 9.22

8 6 DOLBEY 9.23 9.17 8.96 9.28 9.16

11 7 FUTURENET 9.52 8.68 9.07 8.47 8.94

9 8 SMARTMD 8.67 8.84 8.04 8.91 8.62


2 10 NUANCE DRAGON 8.12 8.74 7.45 6.83 7.79




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.60 9.30 9.76 9.54 9.55


3 3 ZYDOC 9.55 9.19 9.62 8.94 9.33

2 4 NUANCE DRAGON 8.94 9.20 9.48 9.52 9.29

10 5 PRECYSE NTHRIVE 9.55 9.04 9.37 9.06 9.26

6 6 EXPRESS SCRIBE 9.08 8.97 9.63 9.32 9.25


17 8 MERCEDES TRANSCRIPTION 9.09 8.88 8.79 8.53 8.82

14 9 NAGARSOFT 8.63 8.79 9.00 7.58 8.50

9 10 SMARTMD 7.77 8.75 8.40 8.53 8.36




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.84 9.75 9.82 9.78 9.80

2 2 NUANCE DRAGON 9.55 9.49 9.76 9.62 9.61

13 3 RADEKAL/PERTEXA 9.33 9.57 9.74 9.47 9.53


3 5 ZYDOC 9.58 9.45 9.50 9.44 9.49

9 6 SMARTMD 9.16 9.52 9.66 9.58 9.48

8 7 DOLBEY 9.51 9.10 8.68 9.00 9.07

14 8 NAGARSOFT 9.07 9.03 8.55 9.21 8.97


18 10 CLICKTATE 8.85 9.05 8.64 9.14 8.92




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

1 1 M*MODAL 9.69 9.80 9.76 9.85 9.78


11 3 FUTURENET 9.35 9.42 8.87 9.18 9.21

3 4 ZYDOC 9.36 8.89 8.85 9.32 9.11

15 5 ENTRADA 8.30 9.38 9.48 8.99 9.04

13 6 RADEKAL/PERTEXA 8.56 8.96 9.05 9.47 9.01

9 7 SMARTMD 9.38 8.94 9.00 8.66 9.00

6 8 EXPRESS SCRIBE 9.10 8.85 8.86 9.17 9.00

2 9 NUANCE DRAGON 8.90 9.06 9.06 8.56 8.90

16 10 NUSCRIBE 8.73 9.00 8.85 8.78 8.84




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

3 1 ZYDOC 9.53 9.74 9.72 9.82 9.70

1 2 M*MODAL 9.50 9.60 9.69 9.45 9.56


2 4 NUANCE DRAGON 9.02 9.09 9.31 9.40 9.21

15 5 ENTRADA 8.88 9.16 9.20 8.29 8.88

10 6 PRECYSE NTHRIVE 9.33 9.10 8.92 8.04 8.85

14 7 NAGARSOFT 9.38 8.04 8.40 9.17 8.75

8 8 DOLBEY 9.03 8.65 8.56 8.42 8.67


13 10 RADEKAL/PERTEXA 8.35 9.22 7.96 8.28 8.45




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


VENDOR


TECHNOLOGY


OUTSOURCING


TECHNOLOGY


OUTSOURCING MEAN

11 1 FUTURENET 9.41 9.58 9.72 9.58 9.57

6 2 EXPRESS SCRIBE 9.52 9.64 9.50 9.52 9.55

2 3 NUANCE DRAGON 9.43 9.62 9.50 9.40 9.49

9 4 SMARTMD 9.21 9.56 9.14 9.22 9.28


1 6 M*MODAL 8.78 9.52 8.99 8.67 8.99

7 7 SMARTYPE 8.62 9.09 8.13 8.40 8.56


13 9 RADEKAL/PERTEXA 7.29 7.56 8.62 8.98 8.11

3 10 ZYDOC 7.93 8.40 7.35 8.71 8.10


APPENDIX

BLACK BOOK™ HEALTHCARE IT USER POLLS & SURVEYS

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