What You Should Know:
– A new report from KLAS Research examines the state of Oracle Health three years after its acquisition of Cerner. The findings reveal that while Oracle Health has made big promises, customer satisfaction has not improved, and the vendor has lost a significant number of customers. The report is based on findings from seven rounds of interviews with a longitudinal feedback group of Oracle Health customers from 2022 to 2025.
– The report reveals a dissatisfied customer base was inherited from Cerner, and post-acquisition, the customer experience has not been enhanced. Customers in the longitudinal feedback group report that their relationship with the vendor has declined, citing a lack of clear communication, undelivered promises, and an increased focus on collections.
Customer Exodus and Satisfaction Metrics
Since 2022, Oracle Health’s market share has significantly declined, particularly among large health systems. KLAS data shows that the vendor has lost 57 unique acute care customers in the past three years, including 12 health systems with over 1,000 beds. In 2024, Oracle Health received a “D+” for its overall performance and a “D” for its relationship score.
The “Evangelism” score, which measures a customer’s willingness to recommend the vendor, has also declined from -40% in 2022 to -49% in 2024. Due to this low satisfaction, 50% of interviewed Oracle Health customers stated they would not buy the EHR again.
Clinical AI Agent Sparks Optimism
Despite the widespread dissatisfaction, the report indicates a noticeable improvement in customers’ opinions of Oracle Health’s long-term vision in the first quarter of 2025. This optimism, which has reached a three-year high, is being driven by early signs of progress, such as improved code quality in new releases and the delivery of promised technologies like the
The Clinical AI Agent has received high satisfaction scores from early adopters, who describe it as meaningful technology that streamlines workflows and provides relevant, real-time insights. One CIO noted that physicians using the solution are seeing two additional patients a day and are complimentary about the quality of the work.
Lingering Questions and Concerns
While new offerings like the Clinical AI Agent are a positive sign, customers still have lingering questions about Oracle Health’s road map. Concerns remain about the seamless integration of all solutions, the vendor’s ability to reliably deliver on priorities without disrupting current stability, and whether the focus on government work will come at the expense of commercial clients.
Customers also express concerns about the loss of skilled implementation resources following restructurings, reporting difficulties in escalating support tickets and feeling that the vendor is not proactive.
For more information about this KLAS report, visit https://klasresearch.com/report/oracle-health-2025-how-are-customers-faring-three-years-post-acquisition/3827
