What You Ought to Know:
– A brand new report from KLAS Research examines the state of Oracle Well being three years after its acquisition of Cerner. The findings reveal that whereas Oracle Well being has made massive guarantees, buyer satisfaction has not improved, and the seller has misplaced a big variety of clients. The report is predicated on findings from seven rounds of interviews with a longitudinal suggestions group of Oracle Well being clients from 2022 to 2025.
– The report reveals a dissatisfied buyer base was inherited from Cerner, and post-acquisition, the shopper expertise has not been enhanced. Prospects within the longitudinal suggestions group report that their relationship with the seller has declined, citing a scarcity of clear communication, undelivered guarantees, and an elevated concentrate on collections.
Buyer Exodus and Satisfaction Metrics
Since 2022, Oracle Well being’s market share has considerably declined, notably amongst giant well being techniques. KLAS information reveals that the seller has misplaced 57 distinctive acute care clients previously three years, together with 12 well being techniques with over 1,000 beds. In 2024, Oracle Well being acquired a “D+” for its general efficiency and a “D” for its relationship rating.
The “Evangelism” rating, which measures a buyer’s willingness to suggest the seller, has additionally declined from -40% in 2022 to -49% in 2024. As a consequence of this low satisfaction, 50% of interviewed Oracle Well being clients said they might not purchase the EHR once more.
Scientific AI Agent Sparks Optimism
Regardless of the widespread dissatisfaction, the report signifies a noticeable enchancment in clients’ opinions of Oracle Well being’s long-term imaginative and prescient within the first quarter of 2025. This optimism, which has reached a three-year excessive, is being pushed by early indicators of progress, reminiscent of improved code high quality in new releases and the supply of promised applied sciences just like the
The Scientific AI Agent has acquired excessive satisfaction scores from early adopters, who describe it as significant expertise that streamlines workflows and offers related, real-time insights. One CIO famous that physicians utilizing the answer are seeing two extra sufferers a day and are complimentary concerning the high quality of the work.
Lingering Questions and Issues
Whereas new choices just like the Scientific AI Agent are a constructive signal, clients nonetheless have lingering questions on Oracle Well being’s street map. Issues stay concerning the seamless integration of all options, the seller’s potential to reliably ship on priorities with out disrupting present stability, and whether or not the concentrate on authorities work will come on the expense of business shoppers.
Prospects additionally categorical issues concerning the lack of expert implementation assets following restructurings, reporting difficulties in escalating assist tickets and feeling that the seller is just not proactive.
For extra details about this KLAS report, go to https://klasresearch.com/report/oracle-health-2025-how-are-customers-faring-three-years-post-acquisition/3827
