360 Encompass CDI
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Subject Expert
Mac Boyter
Research Director
Commentary Summary
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User Commentary
Functionality and Upgrades
The product has great reporting capabilities. I use the limited, prewritten reports, but we have the...
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Sales and Contracting
When we first talked to 3M, they told us the product had a natural language process and that it...
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Future Outlook
There aren't a lot of prioritization options for reviews, and the system doesn't use NLP to guide...
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Service and Support
We have had some struggles with training, but 3M has always been good about offering more support,...
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Functionality and Upgrades
Sometimes the terminology in the processing gets a little confusing and is not clear enough for us...
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Relationship
In the past, I have felt not very positive about 3M. Their follow-up was always lacking. However, we...
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Functionality and Upgrades
360 Encompass CDI is a great product. I wouldn't want to do our job without it.
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Service and Support
3M's customer support team is easy to contact. They get back to us almost immediately. The support...
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Lessons Learned
We have used 3M's coding tools for years, so the product fits. We actually left another successful...
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Service and Support
Some of the providers are okay with 360 Encompass CDI, and some are not. We are working on our...
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Functionality and Upgrades
3M’s reporting is terrible. It is not user friendly or intuitive, and it makes no sense. 3M doesn't...
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Interfacing and Integration
It is not very easy to integrate 360 Encompass CDI with our EMR. 3M is terrible with integration....
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Other Observations & Comments
We have the prioritization functionality turned on in 360 Encompass CDI. We have seen some benefits...
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Functionality and Upgrades
We like the reports in 360 Encompass CDI. We worked very hard with 3M on them.
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Service and Support
We don't necessarily have a problem with the resources from 3M as much as we have a problem with the...
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Service and Support
We are extremely satisfied with where we are right now with 3M. After 3M participated in a KLAS...
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Relationship
The vendor is very collaborative when it comes to partnership. We have seen an improvement in 3M's...
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Relationship
The client summit is very proactive and positive, and we do appreciate the vendor's involvement in...
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Service and Support
I can’t really think of a time that 3M has been proactive. We have an add-on package for 3M’s...
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Other Observations & Comments
3M keeps their promises, but mainly that is because they don't make any promises.
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Relationship
We don't ever get any communication from people above our client executives. We went to a summit and...
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Functionality and Upgrades
Our experience with 360 Encompass CDI has been all right. The product has been really good for...
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Functionality and Upgrades
Our physicians are moderately satisfied with the product simply because physicians are going to find...
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Other Observations & Comments
The system's upgrades are pretty smooth, but there are a lot of them. Those upgrades lead to a lot...
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Functionality and Upgrades
Our physicians are mostly satisfied with 360 Encompass CDI, and the system is growing on us. 3M is good....
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Functionality and Upgrades
360 Encompass CDI is very simple. I feel like other products have more reporting options. 360...
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Functionality and Upgrades
There is a lot of reporting capability in 360 Encompass CDI, but it is not friendly to the user. We...
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Functionality and Upgrades
We don’t really have any complaints from our physicians regarding 360 Encompass CDI. We have a...
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Implementation and Training
A lot of times, 3M’s service pack upgrades and things like that cause us problems. A different tech...
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Functionality and Upgrades
3M prides themselves on their prioritization, and it is not great. Their CDI prioritization is not...
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Relationship
The vendor could be more transparent with their pricing. Their product isn't all that. It is okay,...
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Service and Support
From an ongoing support standpoint, 3M has conveyed that they have made improvements, but it doesn't...
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Service and Support
We think that 3M is having severe resource issues in their maintenance and ongoing support...
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Relationship
I submitted a request to 3M for a new upgrade, but it was difficult to get a resource assignment. I...
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Functionality and Upgrades
For a general coding and clinical documentation integrity tool, the product is doing a good job. It...
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Interfacing and Integration
We implemented another tool as part of the product, and it caused all kinds of other issues. The...
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Service and Support
Our account person does the best they can within the constraints that they have, but they have the...
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Sales and Contracting
I am jaded on the product’s promotion because we had such a difficult time with the product being...
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Service and Support
We implemented something, but the functionality didn't work as designed. We messed around with it...
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Functionality and Upgrades
3M is proactive in getting code changes and other things pushed out. I like how 3M keeps things...
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Functionality and Upgrades
I would change 3M’s technology support by suggesting the vendor onboard additional folks to help...
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Relationship
We have a good contact person with 3M that is constantly giving us updates about things.
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Service and Support
Getting support with 3M is a complicated process, and things seem siloed as far as IT support goes....
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Relationship
We have frequent meetings with 3M, but we are very disappointed with the vendor at times because...
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Functionality and Upgrades
The vendor fixes one thing with each system upgrade, but then something else will fall apart. We are...
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Relationship
With the CDI product, we have been able to help our providers in their documentation, and that saves...
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Other Observations & Comments
The CDI reports have been pretty good. We use SSR reporting, and that works for us. We get what we...
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Functionality and Upgrades
The product has improved our physicians’ satisfaction because the query notes are coming back and...
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Relationship
I would like to tell 3M that when we have a big project that involves 3M and our EHR vendor, both...
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Service and Support
If we can't find someone fast enough to resolve something, the vendor has a person we can contact to...
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Functionality and Upgrades
Our coders love the solution; they are thrilled that we switched to it. 360 Encompass CDI is easy to...
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Functionality and Upgrades
I would like to see some enhancements made for educational purposes. Everything we need to look up...
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Functionality and Upgrades
3M could put additional resources into their reporting. The vendor is no longer supporting an old...
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Other Observations & Comments
I have seen quite a few CDI solutions, and I have really felt that 360 Encompass CDI has been the best....
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Service and Support
3M is fairly responsive. If I don't hear anything back from the vendor, I just ping them, and I...
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Other Observations & Comments
There was very poor communication from 3M about some processes in a new piece for the product. There...
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Functionality and Upgrades
We have the ability to customize the prioritization of chart reviews and documentation in 360...
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Technology
It seems like the system is always having downtime for a hotfix after an update. It would be...
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Functionality and Upgrades
There are things that we like about the system. It has a great encoder, and it is pretty user friendly....
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Relationship
At one point, we had a report that broke, and 3M told us that we should move to a certain thing....
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Implementation and Training
3M’s technical support team needs extra attention because once the implementation team had done...
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Service and Support
The product is not working as promoted. The client has to make a lot of revisions in order to tailor...
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Functionality and Upgrades
Reports are one of the gaps that we are seeing in the product. At this point, we are months into the...
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Lessons Learned
I would explain to a friend what lessons I have learned so they don’t make the same mistakes with...
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Functionality and Upgrades
3M is doing well in our organization. I am pleased with the advances that have been rolled out and...
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Interfacing and Integration
3M’s product integrates with our systems exceedingly well. With how the product is built for coding...
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Service and Support
We can meet with a 360 Encompass CDI expert, and they will work with us on how we have the product...
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Functionality and Upgrades
We have had good luck with the prioritization in 360 Encompass CDI. We have moments in time when we...
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Functionality and Upgrades
3M is working on a lot of advancements, such as more real-time data assessment and reporting...
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Other Observations & Comments
My opinion of 3M’s service has definitely improved over the years, so I want to give them credit for...
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Relationship
3M's leaders have been involved over the past year. We can meet with the vendor's product developers...
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Service and Support
We would like 3M to apply additional resources to their technical support. Sometimes, an issue will...
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Implementation and Training
3M should offer less training and provide more ways to ensure the platform is implemented and set up...
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Relationship
Our experience with 3M has improved significantly, largely due to the vendor’s team. They appreciate...
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Service and Support
When we start addressing issues with 3M, they will tell us that the issues were already brought up...
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Relationship
We want to become more strategically close with 3M. We don’t want to sit on the back end and...
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Functionality and Upgrades
I need better data reporting from 3M. They think they are where they need to be, but they are not....
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Service and Support
3M needs better back-end people. Their operational definitions are close, but not precise. They have...
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Functionality and Upgrades
We find that the product suits our needs; it does what we need it to do. It is good from an...
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Other Observations & Comments
We chose 3M because they have one of the most sophisticated, robust systems out there. They are our...
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Relationship
A lot of the issues we have had are limitations with the data that the vendor can or cannot give us....
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Sales and Contracting
We are trying to get additional products going, and we are finding the contracting process with 3M...
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Other Observations & Comments
Adopting some things with Encompass CDI was really challenging, but the vendor made individuals...
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Other Observations & Comments
The downside of the product is the lack of interpersonal actions. Physicians are not out there like...
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Relationship
I have never had a problem with the 3M product or support. 3M is very helpful. I get emails and...
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Implementation and Training
We haven't needed much ongoing training for 3M. But they have been very good when it has been necessary....
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Functionality and Upgrades
360 Encompass CDI is a great product. My whole department needs to make better use of it. The...
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Functionality and Upgrades
3M hasn’t really done many upgrades to the product. 360 Encompass CDI is relatively easy to use but...
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Lessons Learned
I will do a little more due diligence when looking for a new product. We are invested in the...
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Relationship
3M is bad at keeping their promises because they oftentimes make commitments and do not deliver on...
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Functionality and Upgrades
3M relies on us to keep ourselves up to date with the product. It is more on the customer rather...
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Other Observations & Comments
We don't get a lot of training from the vendor. We do our training in-house.
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Other Observations & Comments
The partnership with 3M is excellent. It is the execution that is lacking. The vendor is there for...
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Other Observations & Comments
We definitely are driving a lot of the improvement. The vendor does have a road map. Generally, they...
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Relationship
We are very satisfied with 360 Encompass CDI. The vendor is excited and engaged, and they want to...
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Functionality and Upgrades
I really like the way 3M implemented advanced grouping. Normally, all groupers go by the DRG or...
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Functionality and Upgrades
3M’s reporting capabilities with CDS productivity and our CMI are good. The self-service reporting...
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Implementation and Training
3M should roll out the product better. They change things sometimes, and we don't even know what was...
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Other Observations & Comments
We have providers in our organization who are rugged individualists, so they see queries from 360...
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Technology
We used to have issues with the product crashing, but now we don’t. 3M is doing much better since...
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Functionality and Upgrades
360 Encompass CDI is the best system there is. It uses rudimentary AI but is as smart as things get...
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Functionality and Upgrades
If we had no other CDI solution, then I would definitely buy the product again. 3M is a little...
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Relationship
I have worked with some of 3M’s executives. Our problems do not always get resolved the way I want...
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Lessons Learned
360 Encompass CDI doesn’t meet all of our needs.
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Sales and Contracting
The sales experience with 3M was a little painful, but it was not as painful as other negotiations...
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Functionality and Upgrades
We have had ongoing issues with the priority tool, and those issues have made the tool unusable for...
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Functionality and Upgrades
We enjoy the query functionality in 360 Encompass CDI. The solution does electronic queries, and...
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Functionality and Upgrades
I would like to see some improvement in 360 Encompass CDI's filtering and data presentation,...
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Functionality and Upgrades
If we don't have a consistent template within our facility, the product picks up things from the...
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Service and Support
I asked 3M for an enhancement, which got approved years ago, but the enhancement still hasn't been...
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Functionality and Upgrades
The product’s end users are in most cases, nurses who worked clinically until they came to this...
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Functionality and Upgrades
The product's functionalities are not meeting all our needs, and that is why we are going with...
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Relationship
We have a good relationship with 3M. We communicate with them regularly to get the most bang for our...
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Service and Support
The biggest complaint that I had last year was about customer support. Our support person didn't...
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Sales and Contracting
For the most part, 3M keeps all their promises, but we had a situation where we were told that a...
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Service and Support
I don't feel like we have had any proactivity from 3M. We are always the ones who reach out about...
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Other Observations & Comments
We see 3M coming out with new things, so I feel like they probably do well with developing their...
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Functionality and Upgrades
Our experience with 3M is about the same as it was 12 months ago. Overall, we are satisfied. There...
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Functionality and Upgrades
If there is one area that I would like 3M to put additional resources into, it would be reporting....
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Functionality and Upgrades
We have had some challenges with 360 Encompass CDI, but they are not necessarily related to 3M. The...
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Relationship
3M absolutely continues to innovate. They have regular meetings with our client-service executives,...
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Functionality and Upgrades
More issues are popping up after upgrades. We haven’t had a full-blown implementation in a while.
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Relationship
Working with 3M is stressful. But 3M has an escalation process for when we have an issue, and we...
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Functionality and Upgrades
360 Encompass CDI is not a perfect product. There is room for improvement in almost every aspect of...
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Service and Support
3M’s customer service is not doing well right now. The people from 3M who actually do try and help...
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Functionality and Upgrades
3M's product is complicated, but it also has a lot more capabilities than other solutions we used to...
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Functionality and Upgrades
I really like the system. It is able to do all the work it needs to do. When we send queries, we...
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Service and Support
We were provided a system consultant at no cost, and they go through our workflows to optimize...
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Functionality and Upgrades
360 Encompass CDI is a very good product. Our clinical documentation specialists use it every day....
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Functionality and Upgrades
The product has a prioritization process, but that process is not as effective as the same process...
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Functionality and Upgrades
The vendor needs to improve their reporting. It is very primitive. They have tried to update things...
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Future Outlook
3M is trying to roll out autonomous coding. They showed us what the confidence interval is for the...
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Future Outlook
We are planning to stay with 3M because backing away from a different solution we utilized made it...
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Functionality and Upgrades
We looked at the next step in the evolution of a prior product that integrates fully into 3M's...
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Functionality and Upgrades
We were told to move away from old legacy reports because 3M was not going to be updating and...
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Functionality and Upgrades
360 Encompass CDI could be improved by having better reporting. The system does not have enough...
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ROI / Cost
3M really works with us on pricing, and they avoid charging for every little thing.
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Future Outlook
3M is just out there in the forefront. We have some key strategic things that we are working on with...
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Relationship
Everybody is pretty happy with 360 Encompass CDI. I think our satisfaction will increase. We just...
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Functionality and Upgrades
We started using the prioritization in 360 Encompass CDI, and it hasn’t worked for us as well as we...
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Service and Support
The product is satisfactory. I like the gradual enhancements. As we increasingly go into...
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Technology
I have some specific UI- and UX-type complaints about the 3M product. In some ways, 360 Encompass...
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Service and Support
If I need something, I will call and work with the technicians and the development team. If the...
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Functionality and Upgrades
If our EMR sends a merge to the 3M product, things are not going to merge correctly on certain...
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Interfacing and Integration
The biggest headache we experience with 3M is often because of the way that 3M and our EMR vendor...
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Functionality and Upgrades
3M has plenty of things out there, and 360 Encompass CDI is easy to implement. Usually, we just...
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ROI / Cost
3M will charge for every little thing depending on what it is. They have new things that we haven't...
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Functionality and Upgrades
The reporting system is so robust. One of my big complaints about 360 Encompass CDI would be trying...
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Functionality and Upgrades
360 Encompass CDI has a lot of logic built into it that helps us when we are doing reviews for...
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Functionality and Upgrades
360 Encompass CDI doesn't do bill holds, and second-level reviews are tricky. We do have to use our...
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Functionality and Upgrades
Although we didn’t have any issues with our recent upgrade implementation, there were some major...
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Interfacing and Integration
The product’s integration is pretty good in terms of HL7 and the back-and-forth. The vendor does...
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Functionality and Upgrades
3M does pretty well in the CDI space. They are consistently adding things. 3M is pretty good about...
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Service and Support
3M’s support is really good. 3M has really stepped up their game, and they do help us out quite a...
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ROI / Cost
It took a while to receive our money’s worth because 360 Encompass CDI is an expensive product.
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Lessons Learned
I would recommend the product to a similar organization to us, but I would not recommend it to...
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Functionality and Upgrades
The product has some features around automatically suggested DRGs and case prioritization. There...
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Functionality and Upgrades
The product functions well. We generally don't have any issues; the only thing that has changed in...
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Sales and Contracting
The only improvement I can think of for the vendor to make would be reaching back out to their...
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Service and Support
Our relationship with the vendor is good. I have a point of contact reference that I work with, and...
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Service and Support
We have routine meetings with the vendor. We can bring them a lot of our concerns there, and if our...
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ROI / Cost
I would like the vendor to focus on further refining the automatic suggestions feature. In the case...
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Functionality and Upgrades
The GUI is good. It makes sense when we are looking at it from a CDI perspective in terms of a lot...
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Interfacing and Integration
I would recommend the product, but that is not just based on 3M’s performance. Based on what I know...
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Service and Support
When we do an update, if there are problems with the update, the vendor is quick to respond, but...
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Functionality and Upgrades
What 360 Encompass CDI does well is it allows us to track trends and help us prioritize cases for...
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Relationship
We have a very positive and good relationship with 3M. We have routine meetings with our current...
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ROI / Cost
Our physicians really appreciate our CDI program, especially our query process because it allows...
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Relationship
We have a good working partnership with 3M right now. The vendor is concerned about the things we...
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Functionality and Upgrades
The product provides us with all of the necessary features, like visiting functionality, work lists,...
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Lessons Learned
3M has an iPhone mentality. What we get is what we get in terms of minimal customization. With that...
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Service and Support
I would like 3M to categorize our enhancement requests by difficulty. The vendor should prioritize...
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Service and Support
3M has multiple tiers to their support model. The first line is typically just for fairly...
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Relationship
We have had to escalate some issues with 3M, and their leadership has been responsive.
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Service and Support
When we need professional services for implementations with 3M, 3M tends to charge us for things...
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Service and Support
With our major upgrades, we typically get a dedicated project manager on the 3M side. We have had...
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Functionality and Upgrades
We have had tons of delays with getting a lot of our requests answered by 3M for enterprise...
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Functionality and Upgrades
3M does well with the end coder, the grouping, and the CDI-focused resources. And the product is...
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Relationship
We were hesitant to meet with 3M because every time they came to the table, we had such a circular...
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ROI / Cost
3M splits things out and charges for a lot of little things.
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Functionality and Upgrades
360 Encompass CDI is pretty straightforward. Our team loves it.
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Relationship
When 3M identifies a problem, they really try to be proactive and communicate ahead of time before...
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Service and Support
3M is transitioning to a new reporting platform. They have also had a tremendous amount of change...
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Service and Support
We have had ongoing issues with our automatically suggested DRG, and it keeps going around in...
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Functionality and Upgrades
3M’s upgrades haven’t improved. There is never an upgrade that is released that does not have an...
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Relationship
Since KLAS met with 3M earlier this year, our relationship with 3M has improved. We have 3M support...
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Service and Support
3M is a very siloed organization. They don't seem to talk well with each other at times,...
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Functionality and Upgrades
3M prides themselves on their CDI prioritization factors, and that is all well and good, but we...
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Service and Support
3M doesn't have any mechanism for their clients to talk with each other to share information and...
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Functionality and Upgrades
From an end-user standpoint, 3M's work workflow is definitely more streamlined than it has been in...
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Service and Support
We are working with the vendor around CDS productivity and our CMI. We struggled with the loss of...
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ROI / Cost
The vendor nickel-and-dimes us, and we have had to keep them honest to the contract.
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Functionality and Upgrades
One area for improvement with 360 Encompass CDI is on the charge capture side. We can do certain...
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Service and Support
We have a customer success manager, and that person is great. We just let them know what needs to be...
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Functionality and Upgrades
With 360 Encompass CDI, we can only prioritize on a DRG level, and the system doesn’t have the best...
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Functionality and Upgrades
We are frustrated with the product because we are so limited in what we can do. We can't schedule...
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Service and Support
I recently had an improved experience where we submitted a ticket to 3M and got someone the...
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Technology
The reports of slowness and freezing that were affecting our CDI workflow have improved. 3M has done...
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Service and Support
360 Encompass CDI performs well, and I am extremely satisfied with the vendor's support people.
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Relationship
I get what I need from 3M. I have developed a good relationship with them. I hold them accountable...
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Implementation and Training
3M has fantastic people that can help organizations be successful in implementing the product.
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ROI / Cost
3M does a good job of not scratching pennies out of us. Because we have brought up concerns, we do...
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Service and Support
We dealt with a big problem when we couldn't resolve an issue on our side, and 3M said they could...
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Implementation and Training
We had questions about a build we needed to do that were not communicated to the right people at 3M....
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Functionality and Upgrades
When 360 Encompass CDI works correctly, it is very impactful and consistent, and there are people to...
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Functionality and Upgrades
Part of our dissatisfaction is with the instability of moving to cloud hosting. We are still working...
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Interfacing and Integration
We had an extremely complex installation, and integrating 3M's system during all the acquisitions...
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ROI / Cost
The prioritization piece has really paid off for us. We have seen a big drop in our number of...
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Relationship
3M doesn’t keep their promises. They try, but a lot of times, they won't say one way or the other...
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Service and Support
Things are getting better with 3M. Acknowledging things is half the battle, so I do commend 3M for...
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Service and Support
The vendor's support has gotten better. We don't typically utilize the vendor’s support that much,...
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Service and Support
Hearing that 3M is spinning off a new division makes me wonder what is going on. What the vendor...
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Functionality and Upgrades
I like that 360 Encompass CDI is a product that has been available for a very long time, so there is...
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Service and Support
The biggest challenge I have with 3M is that when we have issues, 3M takes up to six months to get...
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Functionality and Upgrades
When I email 3M's people, they usually respond to my emails. We plan to continue using 3M's system...
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Service and Support
3M’s level of communication is there because we meet with them frequently. We have regularly...
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Functionality and Upgrades
It seems like every time we do an upgrade, something breaks. 3M needs to have consistency in vetting...
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ROI / Cost
3M does nickel-and-dime with add-ons. For example, they want to sell us things like reporting and...
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Service and Support
3M is so big. Some of our other vendors are smaller, and they are much more hands on. We get more...
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Relationship
The executives from 3M have set up meetings to show us their road map. Our product manager is...
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Service and Support
The pool of folks that we get when we need support from 3M for the product is really not the same...
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Functionality and Upgrades
Our end users have reported that a couple of pieces in the product have issues. One issue is with...
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Future Outlook
Once 3M gets their new impact piece working exactly right, things are going to be fantastic for the...
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Relationship
3M’s user group meetings are excellent. Those meetings are some of my favorite events of the year...
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Functionality and Upgrades
3M's system isn't an easy program to interact with. If an organization is small and doesn’t have a...
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Other Observations & Comments
We intentionally wait a little longer until things are more vetted before we adopt. We want to take...
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Lessons Learned
One of the biggest threats to our continued contract with 3M is that Epic is trying very hard to...
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Sales and Contracting
Our experience with 3M has been good; the staff has been responsive. One of my complaints was that...
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ROI / Cost
Everything has an add-on fee from 3M; they do not avoid charging us for every little thing. We pay...
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Lessons Learned
One of the problems that we run into with 360 Encompass CDI is based on how hospitals really work...
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Functionality and Upgrades
I think the product’s legacy reports are good. I love a lot of the references and so forth that are...
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Functionality and Upgrades
Sometimes the reporting doesn’t work, and the updating is not great. When we update things, we tend...
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Implementation and Training
3M does not always have their audience in mind when they are directing their products. They are very...
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Future Outlook
A lot of the training that 3M does is through webinars only, and that method isn’t always the most...
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Relationship
3M does pretty well about letting us know what is coming down the pipe, but we go over things with...
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Functionality and Upgrades
We use the prioritization list in 360 Encompass CDI, and when the reporting changed, no one really...
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Relationship
We have a rollercoaster relationship with 3M. We need more information about what specific 3M...
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Service and Support
We are getting the support we need, but I think that 3M needs to beef up their customer service. We...
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Service and Support
For a long time, we had an issue with the reporting capability when it came to financial impact...
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Interfacing and Integration
There are opportunities for integration with 3M's product. Physicians still complain about the way...
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Relationship
We have not had issues where we have needed the support people or anything. The speed issues seem to...
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Service and Support
We are using 3M's premier services, and since we have started using the services, we have not really...
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