Avis clients sur Mend

Avantages

I like that it was easy to use, I got text and email links for a video call so I got options to use

Inconvénients

Its a very bright display I dont know If a "dark mode" is available but it would help

Avantages

Mend is very easy to use when getting into touch with your doctor. I only used this software once to go over my X-rays on my back. I like that you can use this on your computer or your cell phone, makes it very convenient. You have ton's of different chat tools and can video chat with your doctor while going over results.

Inconvénients

The downer of this software is how much is it. I think the price rounds around $100 to $200 bucks which is way to pricey for me, and there's no way I could afford that especially when there is so many different ways over the computer or your cell that you can use to talk to your doctor. My doctor wanted me to use this software to be able to access my X-Rays and see what's going on which is why is was free for me just this once.

Avantages

[sensitive content hidden] is sympathetic, reassuring, and even inspiring when I discuss my worries with her. She helps me recognize my limits correctly so I'm less likely to interfere even when I know my efforts may backfire. She prescribes mood medication I've been taking for decades and has counseled me through an extraordinarily challenging time.

Inconvénients

Sometimes my internet connection or hers interrupts us, but even if I cannot see her and she cannot see me, we talk things through. Trust and clear communication are not disrupted by intermittent outages. Generally, I'm someone who prefers "in person" consultation, but my schedule is busy and no doubt hers is busier. This works for me.

Avantages

The ease of use and certain functionalities are nice, however they don't always work such as the share your screen function is very hit or miss.

Inconvénients

Since we have started on this venture with your organization I constantly hear negative feedback from my clinical staff of 10 providers that client's get dropped from their group, client's can't login due to the email never getting sent out, and my providers getting removed from the group. It appears that anytime the group size is over 8-10 individuals present the platform implodes and becomes very shaky from a performance standpoint. All of my providers have 14-16 clients each group, so every group gets impacted by this. It's not just one of them. I worry about how long this is going to go on for un-addressed. I hold a staffing every week with my providers and it's the first thing they ask about, "when is Mend going to fix this?" They use the tech support line when they have the time to do it, but usually they have found the feedback is never helpful. My providers are very frustrated and I am quite frankly tired of hearing about it. Please, I beg you look into upgrading your servers, software, or whatever you think would fix this issue. It has gone on far too long. It's a running joke about your service with our client's and it's affecting the way people want to engage in virtual care with us.

Avantages

The continuity with [sensitive content hidden] has been very helpful. I am finding her to be an excellent practitioner and I am very grateful for her approach to my medication management and general wellbeing.

Inconvénients

Honestly, I am so grateful for this assistance, I have no complaints. I don't even know how I would or could improve this service at present. Thank you, thank you, thank you.

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.

Avantages

Seeing my Drs face. Privacy and comfort of my own digs. Safe.

Inconvénients

When I hit the wrong "go back" button and loose my video. I have to start all over because it closes.

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.

Avantages

[sensitive content hidden] was very caring and understanding. Love her concern for me.

Inconvénients

Going to fast need to write down information down

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!

Avantages

Mend is easy for our patients to access, and the Instant Virtual Exam Room function makes it so simple to get a visit link to our patients or their caregivers. In just the few months that we've been using the software, Mend has pushed out several helpful enhancements, like connectivity logging, so we can easily see whether connection issues are on a patient side or our side, and improved Group Visit functionality. Their live chat support model has been fantastic!

Inconvénients

There are a few things we wish were customizable to our organization, that aren't, like the content of certain messages that patients receive, and some demographic fields. We wish it was easier to invite third parties to a video visit further in advance of the visit.

Alternatives envisagées 

Zoom Workplace

Pourquoi choisir Mend 

Previous platform had serious tech infrastructure issues, resulting in numerous unplanned downtimes. Poor vendor communication and inability to meet our business requirements in a timely fashion.

Pourquoi passer à Mend

Mend was designed as a Telehealth platform from the start and felt more appropriate to use in healthcare. They offered live chat support for our staff as well as our patients, which no other platform offered, and they touted an incredibly high connection success rate.

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.

Alternatives envisagées 

Zoom Workplace

Pourquoi passer à Mend

The data recorded for visits (connection time, signal reports, etc), easy connection to customer service when needed

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.

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.

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.

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.

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.

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.

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.

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

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

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.

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

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.

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.