Avis clients sur Mend

Transforming my healthcare experience forever.

Commentaires : I love the flexibility it offers by allowing me to communicate with my healthcare providers via messages, video or forms, which perfectly suits my needs and preferences is great.

Avantages :

It's great that it has simplified and streamlined my healthcare experience, allowing me to receive the care I need quickly and efficiently.

Inconvénients :

Well, sometimes I have experienced some connectivity problems or communication delays when using the platform.

Thank you [sensitive content hidden] and Mend.

Commentaires : Incredibly effective help by world class, caring health care providers.

Avantages :

I like being able to have an appointment wherever I happen to be at that moment; in the car, at home, etc. Also my provider [sensitive content hidden] is incredible at what she does. In my opinion, getting to work with someone who cares as deeply about her patients as [sensitive content hidden] does has been a life-changing experience for me. I would recommend [sensitive content hidden] to anyone who might be seeking help in this way.

Inconvénients :

I cant think of a single thing about this service that I would change.

Mixed Feelings- Healthcare

Commentaires : We do love our direct customer support rep, but several issues we've had to escalate beyond them have not had a valid response from management. Those include HIPAA issues, state and federal telehealth regulations, business associates agreement concerns, etc. Major compliance (healthcare) issues with this product were not taken seriously. Concerned upper management does not understand relevant regulatory governance enough to ensure product is, and remains, in compliance. If NOT using for healthcare, then it's not a concern as this product works as described and meets needs for non-healthcare organizations.

Avantages :

End-user experience is great, first level customer support is also wonderful. Meets many of our basic needs and offers a lot more flexibility than other products we've used (of same type). Mend tech team wonderful at making changes as we request them and finding solutions for alternate workflows. Great implementation process.

Inconvénients :

Major healthcare compliance concerns and as an organization, we've had to do much of the groundwork to both identify and push to resolve, including educate vendor on why it was a concern. We discovered very serious flaws in patient consent process that indicate Mend does not actually meet multiple federal standards (HIPAA, CMS Regs, and UETA, E-Sign Act) in this area, despite their contract and all business materials clearly stating they do. We brought this to their attention immediately (Feb 2020) and have had a very frustrating path to resolution and are not entirely sure it's resolved still (Sept 2020). Multiple attempts to get, in writing, explanation of issue and resolution (to support our organization as we are liable for this issue in any audit) with no response at all. Very poor communication re: resolving and not much accountability. In addition, reporting functionality is lacking. Only very basic reports can be obtained.

Great Application

Commentaires : My experience has been from a patient's point of view and applies to the internet quality and the physicians' repore, and all those aspects are great.

Avantages :

Everything is in one space to accomplish desired goals.

Inconvénients :

There is nothing that I can think of while using the application.

Therapy with [sensitive content hidden]

Commentaires : There is a bit of 'redundancy' to getting on with [sensitive content hidden] this first time. I'm guessing it will all sort out going forward

Avantages :

Seems like a pretty good system. [sensitive content hidden] seems to be a very good therapist. We had a good session I think (I did all the talking!).

Inconvénients :

Nothing I can think of. A bit too busy before this first visit but it is probably actually good, because it insures that I show up!

Terrible Experience so far!!!!

Commentaires : Terrible. Worst system I have ever used. Very frustrating to work with the mend team and the software. Extremely slow and slows down my whole day having to wait for the system to load.

Avantages :

There is nothing much to like. The system and terribly slow and there are a lot of errors that we keep having that the IT team is not fixing or attempts to fix but never solves the issue completely.

Inconvénients :

1. Runs extremely slow no matter what wifi connection I am using, or what I am trying to do in the system. Everything is so slow. Most definitely a system error not a connection error. 2. Many features do not work properly. Example: Rebooking option does not rebook patients for the correct time slot. Another example is when I added a credit card to a new patient that I added to the system and scheduled, then I went to check out a completely different patient and the new credit card I entered was linked to the established patients account. 3. Customer service/ IT. Customer services responds back to our requests quickly but nothing is ever solved. If the IT team "solves" an issue we are having it may work one time then will go back to not working properly.. Just like the rebook option. Our company has had many requests to change things up in the system and nothing has been done yet

Quick, helpful and compassionate

Commentaires : they are consistent in their way of taking care of me, never brash or unkind. each link in the chain knows their purpose and works hard to make me feel comfortable with my visit.

Avantages :

i thought they were quick helpful compassionate

Inconvénients :

none

Excellent!!

Commentaires : GREAT!! Provider Tristan was excellent and VERY Helpful and communicated greatly!!

Avantages :

Provider attentiveness and good camera and microphone accessibility.

Inconvénients :

Nothing everything was good nothing to complain about.

Best Clinic ever!

Commentaires : 5 stars! from the person who took my call, the assistant to the doctor and the doctor. When you feel so rotten, it's nice to have people with a smile and kindness. Your clinic is fairly close to where I live and they always work hard to get you seen.

Avantages :

Everyone is helpful and kind. Also they got me in so quick (this time, virtual).

Inconvénients :

Nothing. Everyone is very helpful. Location is good.

Definitely recommend virtual visits

Commentaires : My experience with mend is that it’s fast and efficient especially if you’re not feeling well being able to see a doctor without leaving your home is great.

Avantages :

What I like most about mend is the fact that I receive good care without having to leave my home and there’s almost no wait time

Inconvénients :

I have nothing bad to say about mend always have had a good experience

Mend has been excellent for our outpatient mental health practice

Avantages :

The program has been easy to implement and use. We appreciate all of the data for the visits so that we can easily document our video sessions in the event of an audit.

Inconvénients :

The program has been great, but has a high up-front cost which could be prohibitive for some. Monthly or quarterly billing could facilitate use.

Not Something I Would Recommend

Commentaires : Constant interruptions during mid-session. Most sessions video calls get completely cut off. On the extremely rare occasion the call doesn't get cut off entirely, I usually have an issue with either the audio or the video (hearing an echo of voices, voice cutting out or lagging, video disappears or being of poor quality)

Avantages :

I unfortunately do not have any positive feedback about this software, it's terrible.

Inconvénients :

Compared to other telehealth services, this software is not stable. It is rare that I have a full session with a client from start to finish without interruption or some form of issue. I often have to use our back up telehealth service Doxy Me which is always more reliable and stable had has significantly less interruptions. If my employer didn't require me to initiate sessions via Mend, I would not use it at all.

Mend

Commentaires : -Mend overall is a very convenient app with great potential. I'm excited to see Mend continue to progress as our company expands.

Avantages :

-Allowing us to personalize the app/site to support our company's logo -Tech support is quick to respond and resolve critical issues -The most recent updates appears to offer clearer video and audio

Inconvénients :

-The app for the smartphone offers a login feature that doesn't seem to be necessary. Clients are able to open the app and just enter their 6 digit code without having to login first. This confuses some clients. -Idle timeouts that require you to log back in frequently -The syncing between our system and theirs doesn't always update properly. i.e. if an appointment was marked out in our system. During the next cycle, the old appointment will populate into Mend as though it still needs to take place. -The reporting tools could be updated to review certain pieces of information to help our practice run more efficiently.

Customizable

Commentaires : Overall I feel that Mend is a good platform and what I love most is that they are always working on continued improvements.

Avantages :

Mend is always willing to work with us on how to make improvements to the platform or our process to make it easier for our providers, staff, and patients.

Inconvénients :

With any tech there will always be glitches and or issues with connectivity. There are certain providers/patients that report issues with loss of video or audio.

Mend for telehealth appointments

Commentaires : It is pretty easy to use and navigate when you get trained. The patients like it.

Avantages :

We use Mend every day at our facility for our telehealth appointments. This has allowed us to continue seeing patients while in the midst of the pandemic. It is a very valuable tool in our Federally Qualified Health Center. Our providers are able to work from home or the office while using the Mend application. Our patients appreciate not having to come in to a crowded waiting room during the pandemic. They also appreciate being able to have a "sick" visit from the comfort and privacy of their home.

Inconvénients :

I think the buy in from the other employees was the most difficult part of the process. They are always hesitant to learn something new.

Just so-so

Commentaires : Overall ok, but could sure be improved w/ features & integration with EHR

Avantages :

Pretty easy to learn. Generally reliable - and lots of emails if malfunctioning. Has lots of tip sheets. Patients don't have to download an app

Inconvénients :

Limited features (e.g., screen share would be nice); not connected to EHR so have to schedule/check out appts in 2 places which is a real hassle.

Very positive. Customer support is awesome

Avantages :

It is easy to use for most patients. It works well and allows our clinicians to see both the patient and their chart at the same time. Additionally our staff is able to trouble shoot any in house problems or issues pretty easily. The schedule works well and is easy to use.

Inconvénients :

It does not work on every platform and it is hard to tell which platforms it does and doesn't work on. Many of the patients we would like to target for this program do not have the technology to use this service.

Good product

Commentaires : My overall experience with Mend has been great! I am able to see clients from all over the country. No matter if I am traveling or at a different office, I am able to have full therapy sessions.

Avantages :

The thing I love most about this product is how easy it is for clients to use to connect with me for sessions. It runs really well.

Inconvénients :

You do need to have a strong internet connection for it work really well. This can be pretty frustrating when you don't or strong internet is not available in certain areas of the country.

A useful tool for video communications with a few flaws

Commentaires : It's alright. Having to make a profile for each patient that schedules a video visit is a pain in the butt, I want there to be some way for the patient to create their own account, or a way to seamlessly transfer our EMR information to create a mend account without wasting all this time copy/pasting patient info.

Avantages :

Easy to register patients into the system, patients can confirm that their tech works prior to the appointment.

Inconvénients :

we have no automated software to link mend to our EMR, so every mend patient must be added manually. A little frustrating, especially if someone makes a last minute video visit and we have to stop what were doing to add them into mend real fast before their appointment start time. There is also no feedback that the patient database is being queried when you search for it, so it's hard to tell if there are no users with that name, or if the database hasn't finished it's search yet. I often times end up making duplicate patient profiles just because I think the patient is not in the system when they are, the database was just slow to show me that. The speed in which search query finishes varies between half a second to almost 10 seconds. Add one of those spinning "searching" icons so I know it's still searching.

Audio needs enhancement

Avantages :

Easy to use, ability to see daily, weekly or monthly

Inconvénients :

When you are seeing a patient via the telemed feature, the audio is a poor quality and most of the time you cannot even hear the patient or they cannot hear us. Patient's state that they do nto get their text messages to be reminded of upcoming appointments

MEND SOFTWARE REVIEW

Commentaires : Overall it has been helpful to see clients who are unable to be seen in persons.

Avantages :

I like the new telehealth platform for viewing/seeing/meeting with clients I like the new virtual waiting room

Inconvénients :

The software is often slow, and takes several seconds to switch between screens (such as when rescheduling with patient while he/she is still online) As well during this interaction it is very hard to tell what is a block or what is an actual appt. Because my organization uses 2platfirms advanced MD and MEND, I often have to look between the 2 calendars which is time consuming. It would be nice if it were more seamless

Balancing Work and life during challenges

Commentaires : My overall experience with Mend has been professional and progressive and positive. I would call my friends to use Mend. Mend has helped me get my life back in order and has been a beneficial factor in my mental health progressiveness.

Avantages :

I have connection with counselors and doctors that I do need to see it is detrimental that I see you my doctors on time for therapy and psychotherapy and medication management to regularly save my emotional, psychological, and outright life.

Inconvénients :

If party on the other line is going to be late there should be a cartoon or something so the patient on the other line would know that they're coming and just haven't forgot about you.

Great easy sofwaew

Commentaires : I use it for therapy and doctors visita

Avantages :

Good and easy to use. Great quality and sound. I would think maybe a bit extra space to see on the screen would be better. Like a full screen when you FaceTime

Inconvénients :

Not really much to complain about. Good services

Very easy to use

Commentaires : So far the experience has been great and I enjoy meeting with my clients from home.

Avantages :

I like this platform. I am able to communicate with my clients and send them information. I would like to see an easier way to share my desktop for doing worksheets and activities and also see myself during the session. The method to upload information is easy as well.

Inconvénients :

I think it would be helpful to see if the client has another appointment coming up and being able to see that on the homepage would help so I don't create a conflicting appointment.

Mend for healthcare

Avantages :

The adhoc visit feature is easy to use. It interface is easy to navigate.

Inconvénients :

The text message that is sent to patients is confusing. They often click on the test link so I usually send a text that is clearer and includes only one link. Video quality is not great. If reception isn’t strong, the person will be unable to connect. I often have to wait about 5 min for someone to get connected into a video visit.