KLAS Research

Best in KLAS categories explained

The Best in KLAS award recognizes software and services companies who excel in helping healthcare professionals improve patient care. All rankings are a direct result of the feedback of thousands of providers over the last year. This award signifies to the healthcare IT industry the commitment and partnership that the top vendors should provide — and we’re proud to be a recipient for several consecutive years.

Software providers are scored on performance based on customer responses to 20 equally weighted questions. They’re also evaluated on six key categories: value, relationship, product, operations, loyalty and culture. In this blog, we explain these categories in more depth.

What is the purpose of Best in KLAS?

The Best in KLAS mission is to improve the world’s healthcare by providing insights, collaboration, and transparency to provider, vendor, payor, and investor organizations. However, for a solution to be eligible, feedback must have been received from at least 15 unique organizations (to prevent any one organization’s feedback from disproportionately impacting a solution’s score).

Best in KLAS recognizes that a quality software vendor has more than one key characteristic — it should have six, in fact.

Rick-Stuebing headshot. regional sales manager for MatrixCare
Rick Stuebing
Rick Stuebing explains the first characteristic: Value

Rick Stuebing has close to 30 years’ experience selling EHR/EMR technology to both the acute and post-acute care industry. As a regional sales manager for MatrixCare, where he specializes in selling EMRs to small and start-up home health and hospice agencies, Rick uses a consultative approach by focusing on customer satisfaction.

Ed-Narvaez headshot
Ed Narvaez
Ed Narvaez explains the second characteristic: Relationships

Ed Narvaez’ software sales role with MatrixCare comes after years of provider and sales experience — including five years as a licensed athletic trainer in an outpatient rehab setting with PTs, OTs, and SLPs, 10 years in orthopedic implant and pain management sales, and four years in home health and hospice sales.

Christel Fowkes
Christel Fowkes explains the third characteristic: Product

Christel Fowkes is a regional sales director at MatrixCare for the Home Health & Hospice EHR solution. She has over 30 years of expertise in acute, physician office and non-acute care settings — with experience in customer support, implementation, and sales.

She has a strong commitment to her customers’ success related to process improvement, better patient outcomes and staff satisfaction.

Dale Thomas
Dale Thomas explains the fourth characteristic: Operations

Dale Thomas, RN, BSN, is a highly experienced healthcare professional with a diverse career in the home health and hospice Industry, spanning over three decades. As the director of enterprise sales at MatrixCare, he’s responsible for the enterprise sales operations of the organization.

Dan Hoffman
Dan Hoffman explains the fifth characteristic: Loyalty

With more than 20 years of sales experience and a decade in healthcare, Dan Hoffman started his career focusing on customers as an Account Manager for our skilled nursing division. He’s now the regional sales director for MatrixCare Home Health & Hospice, where he’s responsible for generating new business and overseeing 11 states in the Midwest region.

Michael Kemp
Michael Kemp explains the sixth characteristic: Culture

Michael Kemp has been MatrixCare’s regional sales director for the Western region for the last five years, after previously serving in that role at Change Healthcare. Utilizing a thorough knowledge of complex technical offerings and tapping into his experience as a business owner, Kemp consultatively works with agencies to help them make decisions based upon a complete understanding of how the software will serve and support them — as well as determining the best utilization for their individual needs.


When evaluating for Value, KLAS considers:

  • Money’s worth
  • Avoids charging for every little thing
  • Drives tangible outcomes

Our implementation experts, Customer Success team, and support staff take pride in the deep connections they forge with those we serve. Our customers come to us for our innovative solutions, but they stay for our dedication to their ongoing success.


When evaluating for Relationships, KLAS considers:

  • Quality of phone/web support
  • Executive involvement

Organizations don’t just want a technology vendor, they want a long-term partnership with people they can trust. Our team and support staff take pride in building strong connections with those we serve.


When evaluating for Product, KLAS considers:

  • Product quality and functionality
  • Supports integration goals
  • Delivery of new technology

When it comes to software solutions, your product is your reputation. That’s why we’re dedicated to staying aware of regulation changes in the industry, sharing innovative updates, and ensuring our features help to solve customer pain points.


When evaluating for Operations, KLAS considers:

  • Quality of training
  • Quality of implementation
  • Ease of use

Software vendors that prioritize operations provide their customers with more efficient processes, more satisfied staff, and more robust security — ultimately helping to reduce manual, repetitive tasks and empowering users with more time to focus on patient care.


When evaluating for Loyalty, KLAS considers:

  • Part of long-term plans
  • Would you buy again
  • Likely to recommend
  • Forecasted satisfaction
  • Overall satisfaction

Loyalty in this industry is a true indicator of quality, knowledgeable service. With constantly evolving regulations and patient needs shifting, the right technology vendor will keep you competitive in a new era of care.


When evaluating for Culture, KLAS considers:

  • Proactive service
  • Keeps all promises
  • Product works as promoted

We believe culture in business reflects your services, your people and your purpose. It’s a commitment to working together to deliver the highest-quality software and an ongoing drive toward success for those we serve.

We’ve been awarded the 2024 Best in KLAS: Software & Services designation by KLAS Research for its Home Health EHR solution in three categories. This year’s honorary recognition marks our fifth consecutive win for Home Health.

Five consecutive years of Best in KLAS software:

KLAS Award from 2020 - 2024

Our multi-award winning EHR solution for home health and hospice providers offers superior functionalities that help to intuitively boost efficiencies, simplify data-sharing, and close more gaps with interoperability capabilities.

Request a demo today for a closer look at MatrixCare.

See what MatrixCare can do for you


MatrixCare provides an extensive range of software solutions and services purpose-built for out-of-hospital care settings. As the multiyear winner of the Best in KLAS award for Long-Term Care Software and Home Health and Hospice EMR, MatrixCare is trusted by thousands of facility-based and home-based care organizations to improve provider efficiencies and promote a better quality of life for the people they serve. As an industry leader in interoperability, MatrixCare helps providers connect and collaborate across the care continuum to optimize outcomes and successfully manage risk in out-of-hospital care delivery.

MatrixCare is a wholly-owned subsidiary of ResMed (NYSE: RMD, ASX: RMD). To learn more, visit www.matrixcare.com and follow @MatrixCare on X

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