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2013

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2013 North American SSL Certificate

Product Leadership Award

2014

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BEST PRACTICES RESEARCH

Background and Company Performance

Industry Challenges

The United States healthcare industry is in the midst of tremendous legislative, regulatory, and structural changes. Key among these changes are two landmark legislative changes that have set in motion the increasing use of electronic information systems in healthcare delivery. First, the 2009 American Recovery and Reinvestment Act, which set up financial incentives and subsidies for healthcare providers to make “meaningful use” of electronic medical records (EMRs). The second is the recently enacted Affordable Care Act, which encourages providers to take accountability for the cost and quality of healthcare services. In order to better equip themselves for the changing modes of reimbursement, clinical accountability, and healthcare dispensation, healthcare providers are adopting an approach known as population health management (PHM). PHM refers developing healthcare plans and solutions by studying individual, societal, and cultural morbidity patterns. The key features of a robust PHM process are identifying gaps in healthcare coverage, assessing risk, and patient stratification. These in turn enable cost optimization, reduced risk of treatment, and the gathering of community health information to predict morbidity trends and facilitate data-backed healthcare planning.

However, there are three key challenges plaguing coordinated care and community health planning. Firstly, healthcare organizations are in possession of vast amounts of patient information due to the advent of EMRs. However, in order to develop predictive models of care, the providers need to sift through these discrete and unrelated pockets of information. This requires extensive data management, mining, and intelligent interpretation of information. Secondly, there is a need for interoperability of information technology solutions. Because of the extensive fragmentation of health information systems across hospitals, laboratories, payers, patients, and other stakeholders, there is a real threat of communication breakdown. A robust system-agnostic platform is required to ensure interoperability between various user systems. Finally, there is a constant need to proactively engage patients throughout the duration of care. Patient engagement and community integration are essential to gauge the scope and scale of healthcare challenges, map out delivery strategies, leverage community stakeholders, educate patients, and constantly monitor population health.

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Customer Value and Technology Excellence

of eClinicalWorks

Commitment to Creativity

eClinicalWorks (Westborough, MA), a market leader in ambulatory healthcare IT solutions, has developed eClinicalWorks Care Coordination Medical Record®_{(CCMR), a dynamic and} highly cross-functional platform for population health management and coordinated care. CCMR is a Web-based tool that provides valuable insights on patient care across the continuum of care to physicians and healthcare organizations. CCMR is a combination of technology platforms that is designed to extensively mine the wealth of information available to physicians and generate intelligent and actionable insights to help care coordination and planning. The CCMR platform securely bridges pockets of patient information available through ambulatory EHRs, hospital information systems, and payer systems to generate an accurate picture of patient engagement across the continuum of care. ACOs and physicians are able to use these insights to assess risk and develop accurate care models, resulting in the improvement of clinical outcomes and the reduction of healthcare costs.

Commitment to Innovation

CCMR is a one-of-a-kind population health management tool that offers intelligent closed-loop analytics. This is made possible because of the bundling together of important features, which together enable multi-dimensional insights into patient behavior and community health dynamics.

These features include integration of information systems, management of the physician referral network, the planning and management of care across the healthcare ecosystem, the engagement of patients at all points along the continuum of care, and the evaluation of diverse data streams to build accurate care models. The stacking together of these services sets the CCMR apart from other competing analytical tools. Without effectively monitoring different aspects of patient care, a well-informed and data-backed analysis is not possible. eClinicalWorks has leveraged its experience in clinical information gathering to build tools that study morbidity patterns and patient behavior, analyze risks, and devise models to minimize cost to patients.

Purchase Experience

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CCMR also boasts other advanced features, such as its remarkable flexibility and ability to be customized per client needs, which market competitors have yet to fully develop. However, one of the truly distinguishing features of the CCMR platform is that it is EHR system-agnostic. In other words, the CCMR can seamlessly bridge different EHR and information systems in a community. This feature is particularly attractive in a market as fragmented as the health information systems market in the United States.

Stage Gate Efficiency

eClinicalWorks’ ground-breaking partnership with New York City’s Primary Care Information Project (PCIP), beginning in 2007, was an early indication of the potential of the CCMR platform. The project was an initiative by the New York City administration to develop a system that would monitor and rapidly respond to unanticipated acute events and progressively identify and record changing morbidity and lifestyle patterns. eClinicalWorks was chosen by the city administration for its extensive experience and proven capabilities in developing dynamic EHR systems. The scope of the project was to make conventional EHR useful for health officials to determine disease burden, monitor outbreak of epidemics by geographical locations, and formulate care plans based on lifestyle diseases.

Since its implementation in 2008, the Hub, as the New York City analytics system is called, has led to better healthcare servicing of tens of thousands of patients in areas such as diabetes monitoring, cardiovascular management, and control of tobacco consumption. New York City estimates that the analytics platform has facilitated an impressive 290% increase in preventive screenings. A number of community-oriented healthcare programs have been initiated because of the analytical support offered by the Hub. The Hub is based on the same technology platform as CCMR, and it currently services more than 6 million New Yorkers and is being used by more than 3,200 healthcare providers and nearly 600 private practices.

Total Customer Experience

The CCMR system has left a positive impact on the business of early adopters. CCMR has received glowing testimonials from ACOs and PHM organizations for the robustness of its technology architecture and for its ability to rise to the demands of predictive diagnosis and care coordination. Some of the unique and much-appreciated features of the CCMR system include: its ability to parse through vast amounts of data, its intelligent and context-based analysis of health information, its ability to assess and stratify patients based on the level of risk, and its proactive engagement of patients.

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Commercialization Success

eClinicalWorks has an established track record of taking emerging health information technologies to the market and achieving a high degree of success. Since its market entry in early 2000, eClinicalWorks has emerged as the foremost player in ambulatory EHR systems and other health informatics tools. The company provides physicians and healthcare providers with end-to-end informatics solutions such as electronic medical records, patient portals, practice management suite, and revenue cycle management solutions. Recently, eClinicalWorks also forayed into connected health solutions for physicians with electronic prescriptions and remote patient engagement features for mobile phones and tablet computers.

It is expected that the eClinicalWorks’ proven track record for clinical excellence will help in the commercialization success of the CCMR platform. The scale of success of the CCMR platform is already apparent from its wide-scale adoption in a short span of time. In less than two years since its launch, the CCMR has already been integrated into hundreds of healthcare organizations in the United States, including more than 50 ACOs and shared saving organizations.

Conclusion

Frost & Sullivan’s analysis of the North American healthcare analytics landscape clearly shows that eClinicalWorks’ Care Coordination Medical Records platform is the best-in-class solution for population health management.

eClinicalWorks has leveraged its experience and market leadership in electronic data warehousing, patient engagement, and connected health in developing a revolutionary health analytics platform for ACOs and healthcare providers. The CCMR tool enables organizations to provide well-informed and analytics-backed healthcare and comprehensive care across the continuum of care. The CCMR platform has tremendous implications for informed decision–making, risk management, healthcare quality improvement, patient engagement, and healthcare cost reduction.

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Significance of Enabling Technology Leadership

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Understanding Technology Leadership

Of course, product quality (driven by innovative technology) is the foundation of delivering customer value. When complemented by an equally rigorous focus on the customer, companies can begin to differentiate themselves from the competition. From awareness, to consideration, to purchase, to follow-up support, best-practice organizations deliver a unique and enjoyable experience that gives customers confidence in the company, its products, and its integrity. This dual focus – customer value and technology excellence – is explored further below.

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Frost & Sullivan’s Global Research Platform

Frost & Sullivan maintains more than 50 years in business and is a global research organization of 1,800 analysts and consultants who monitor more than 300 industries and 250,000 companies. The Company’s research philosophy originates with the CEO’s 360 Degree Perspective, a holistic research methodology that encourages us to consider growth challenges, and the solutions companies employ to solve them, from every angle. This unique approach enables us to determine how best-in-class companies worldwide manage growth, innovation and leadership. Based on the results of our research in enabling technology leadership, Frost & Sullivan is proud to present the 2014 North American Enabling Technology Leadership Award in Population Health Management to eClinicalWorks

The Intersection between 360-Degree Research and Best

Practices Awards

Research Methodology

Frost & Sullivan’s 360-degree research methodology represents the analytical rigor of our research process. It offers a 360-degree-view of industry challenges, trends, and issues by integrating all 7 of Frost & Sullivan's research methodologies. Too often, companies make important growth decisions based on a narrow understanding of their environment, leading to errors of both omission and commission. Successful growth strategies are founded on a thorough understanding of market, technical, economic, financial, customer, best practices, and demographic analyses. The integration of these research disciplines into the 360-degree research methodology provides an evaluation

platform for benchmarking industry players and for identifying those performing at best-in-class levels.

Decision Support Scorecard and Matrix

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associated importance of each criterion according to Frost & Sullivan. This tool allows our research and consulting teams to objectively analyze performance, according to each criterion, and to assign ratings on that basis. The tool follows a 10-point scale that allows for nuances in performance evaluation; ratings guidelines are illustrated below.

Best Practice Award Analysis for

eClinicalWorks

The Decision Support Scorecard, shown below, includes all performance criteria and illustrates the relative importance of each criterion and the ratings for each company under evaluation for the Enabling Technology Leadership Award. The research team confirms the veracity of the model by ensuring that small changes to the ratings for a specific criterion do not lead to a significant change in the overall relative rankings of the companies.

Finally, to remain unbiased and to protect the interests of all organizations reviewed, we have chosen to refer to the other key players in as Company 2 and Company 3.

DECISION SUPPORT SCORECARD FOR ENABLING TECHNOLOGY LEADERSHIP AWARD (ILLUSTRATIVE): CUSTOMER VALUE EXCELLENCE

Measurement of 1–10

(1 = poor; 10 = excellent) Award Criteria

Customer Value Excellence

To ta l C us to m er Ex pe ri en ce Pr od uc t/ S erv ic e Va lu e Pu rc ha se Ex pe ri en ce O w ner shi p Ex pe ri en ce S er vi ce E xp eri en ce W ei g h te d R at in g Relative Weight (%) 20% 20% 20% 20% 20% 100% eClinicalWorks CCMR 9.5 9.5 9.0 9.5 9.0 9.3 Company 2 8.0 8.5 7.5 7.5 7.5 7.8 Company 3 6.5 7.0 7.0 6.5 6.5 6.7

Criterion 1: Total Customer Experience

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Criterion 2: Product/Service Value

Requirement: Products or services offer the best value for the price, compared to similar offerings in the market

Criterion 3: Purchase Experience

Requirement: It is as simple for salespeople to sell the product or service as it is for the customer to buy the product or service

Criterion 4: Ownership Experience

Requirement: Customers are proud to own and use the company’s product or service

Criterion 5: Service Experience

Requirement: Customer service is accessible, fast, and stress-free

DECISION SUPPORT SCORECARD FOR ENABLING TECHNOLOGY LEADERSHIP AWARD (ILLUSTRATIVE): TECHNOLOGY EXCELLENCE

Measurement of 1–10

(1 = poor; 10 = excellent) Award Criteria

Technology Excellence C ommit me nt t o In no va tio n C ommit me nt t o C re at iv it y S ta ge G at e Ef fic ie nc y C omm er cia liz at io n S ucce ss Applic at io n D iv er sit y W ei g h te d R at in g Relative Weight (%) 20% 20% 20% 20% 20% 100% eClinicalWorks CCMR 9.5 9.5 9.0 9.5 9.5 9.4 Company 2 7.5 7.0 7.0 7.5 7.5 7.3 Company 3 7.0 6.0 7.0 7.0 7.0 6.8

Criterion 1: Commitment to Innovation

Requirement: Conscious, ongoing development of an organization culture that supports the pursuit of groundbreaking ideas

Criterion 2: Commitment to Creativity

Requirement: Employees known for pushing the limits of form and function, and who are unafraid to pursue “white space” innovation

Criterion 3: Stage Gate Efficiency

Requirement: A process that moves creative, groundbreaking concepts quickly and profitably from early-stage investments to late-stage prototyping

Criterion 4: Commercialization Success

Requirement: A proven track record of taking new technologies to market with a high rate of success

Criterion 5: Application Diversity

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Impact of Enabling Technology Leadership Award on Key

Stakeholders

The Enabling Technology Leadership Award recognizes eClinicalWorks’ accomplishments in the Population Health Management. Unbiased, third-party recognition can help enhance credibility and brand value, thereby supporting eClinicalWorks’ standing in the market. By researching, ranking, and recognizing those who define excellence in their respective endeavors, Frost & Sullivan hopes to inspire and influence the following three constituencies:

Investors

Investors and shareholders always welcome impartial third-party recognition. Similarly, prospective investors and shareholders are drawn to companies with a well-established reputation for excellence. Unbiased validation is a highly credible way to showcase an organization worthy of investment.

Customers

Third-party validation can help assure prospective customers of a company’s value and reputation. It can also help lower the level of risk that a customer may feel in engaging for the first time with an organization.

Employees

This Award represents the creativity and dedication of eClinicalWorks’ executive team and employees. Such public recognition can boost morale and inspire your team to continue its pursuit of excellence in enabling technology leadership for eClinicalWorks, Inc.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best in class positions in growth, innovation and leadership. The company's Growth Partnership Service provides the CEO and the CEO's Growth Team with disciplined research and best practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages almost 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from 31 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.

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Disclaimer

Quantitative market information is based primarily on interviews and therefore is subject to fluctuation. Frost & Sullivan is not responsible for incorrect information supplied to us by manufacturers or users. Our research services are limited publications containing valuable market information provided to a select group of customers. Our customers acknowledge, when ordering, subscribing or downloading, that Frost & Sullivan research services are for customers’ internal use and not for general publication or disclosure to third parties.

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