360 Encompass CDI
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Subject Expert
Mac Boyter
Research Director
Commentary Summary
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User Commentary
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 (care and feeding)
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 (care and feeding)
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 (care and feeding)
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 (care and feeding)
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 (care and feeding)
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 (care and feeding)
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 (care and feeding)
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 (care and feeding)
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 (care and feeding)
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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Relationship
We love one of our representatives because that person has been holding our hand probably a little...
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Functionality and Upgrades
3M has kept their promises about all the things we have wanted. 360 Encompass CDI has definitely...
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Sales and Contracting
We often hear from our contacts at 3M about new features and opportunities.
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ROI / Cost (care and feeding)
Everything from 3M is always in beta testing or testing, and the vendor’s MO is to charge for new...
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ROI / Cost (care and feeding)
360 Encompass CDI’s reporting capabilities are actually really nice. The system has everything that...
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Functionality and Upgrades
Anytime there is an update, there tend to be issues with the product shutting down or having errors...
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Functionality and Upgrades
The reports should be easier to use and should be able to interface better with our EMR. 360...
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Implementation and Training
We recently had some advanced CDI training from 3M, and the training was stellar. The vendor's...
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Relationship
3M announced that they are spinning off their healthcare business. It was odd that the vendor didn't...
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Future Outlook
3M is banking a lot on the cloud. The selling point is that the vendor is going to take and support...
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ROI / Cost (care and feeding)
3M has consistently charged us for every little thing. The vendor wants us to beta test things for...
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Service and Support
3M absolutely keeps all of their promises, and we have a very strong support system. We have been...
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Future Outlook
We don’t get precise CMI assessments from the reports in 3M's system. We want to switch to the SSR...
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Functionality and Upgrades
We are up-to-date with 3M’s software and have not had any glitches.
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Interfacing and Integration
We have a very rudimentary EMR, and 3M has worked very well with us in terms of integrating their...
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Functionality and Upgrades
Reports within 3M's system are very concise, but we cannot dig deep into some reports at this time....
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Future Outlook
We have received what we had envisioned receiving from 3M. However, moving forward with...
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Functionality and Upgrades
360 Encompass CDI doesn’t produce what we need it to in regard to reporting. The system is pretty...
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Functionality and Upgrades
360 Encompass CDI is not a CDI product regardless of what 3M sells it as. It is a manual coding...
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Functionality and Upgrades
3M's implementation was not written for the function of the software. Often with upgrades, something...
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Functionality and Upgrades
3M's software doesn't work, so we can't perform certain CDI functions. We have to do a lot of...
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Implementation and Training
The implementations with 3M are often lackluster. They require an incredible amount of lift on our...
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Functionality and Upgrades
Our organization’s reporting is dependent on workflow, and the software doesn’t work. As a result,...
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ROI / Cost (care and feeding)
Most of the functions that we were promised were taken out of the software and then offered back...
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Relationship
We are constantly bringing up ongoing concerns, needs, and questions. 3M takes those conversations...
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Relationship
Our relationship with 3M has never been what I would describe as a partnership, and that boils down...
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Functionality and Upgrades
The reason we don’t have absolute dissatisfaction with 3M is that they keep up with the coding...
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Service and Support
The software does a lot, and it is very sophisticated, but there are many times when we are not...
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Functionality and Upgrades
We had a very difficult installation of a new aspect of 3M’s product. The installation was a mess,...
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Service and Support
3M asked us to move to a new feature for showing our financial impact, and they told us that we...
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Service and Support
Because I am paying extra for the premium support, if I have an issue that I don't get any response...
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Functionality and Upgrades
Every single time 3M does an upgrade, something in the system breaks, and half of the time things...
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Functionality and Upgrades
We purchased the premium service updates, and there has been excellent service. At first, I didn’t...
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Implementation and Training
3M trained us on the SSR reports when we got them. They really gave us a lot of time. The person who...
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Relationship
3M delivers technology well. 3M showed us products that could make a difference for us and made...
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Relationship
We are a small hospital, so 3M was a big bite for us. We plan on growing and adding more to the...
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ROI / Cost (care and feeding)
The cost of 3M's product is hard to absorb for a small hospital. I probably could have so many more...
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Functionality and Upgrades
3M updated the reporting capabilities, especially with the SSR reporting functionality, so that we...
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Implementation and Training
When we upgrade things, 3M is very good to ensure that we have additional support so that if we ran...
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Relationship
3M's products are more user friendly and are easier to navigate than the products from one of 3M's...
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Service and Support
We would recommend that 3M enhance the website with better search functionalities for key phrases or...
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Implementation and Training
COVID-19 affected our training because the training was all online. The trainer that we were...
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ROI / Cost (care and feeding)
360 Encompass CDI has helped our coders’ productivity levels go up. They can code more encounters,...
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Functionality and Upgrades
It seems as though we get updates almost weekly, and every time 3M does an update, something that...
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Service and Support
3M’s support team is not timely in responding to the issues that we log. And when we do log issues,...
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Future Outlook
3M is very competitive, but their system isn't part of our long-term plans. The other vendor's...
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Functionality and Upgrades
The solution is probably the best CDI solution on the market. It provides most of the things that...
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Implementation and Training
360 Encompass CDI's reporting is awful. The vendor isn't good at teaching people how to use the...
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Service and Support
3M recently developed and rolled out a new process for tracking the financial impact of queries....
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Relationship
3M is a good company. I have seen other vendors' products when I have gone to conferences, but those...
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Service and Support
Sometimes, we feel like we have to jump up and down and scream to get the vendor's attention. There...
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Functionality and Upgrades
We are having trouble tracking the percentage of total reviews and of second-level reviews through...
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ROI / Cost (care and feeding)
Sometimes the vendor will break the software down into individual components that really should be...
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Relationship
We have seen a documented ROI. 3M's solution is expensive, but the quality is there. The solution...
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Relationship
3M will talk about their road map a little at the upgrade webinars that they put on. However, those...
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Interfacing and Integration
Our issue with the system is that it integrates much better with another EMR than with our EMR....
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Implementation and Training
When I run into issues or weird little things in the system, I use 3M's education program. That...
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Functionality and Upgrades
From a snapshot and time perspective, 360 Encompass CDI is a fairly good system.
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Functionality and Upgrades
We have a lot of team members, and the system isn't very good at getting executive-level details and...
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Relationship
When we call the vendor to ask for an enhancement, it takes weeks for us to receive a satisfactory...
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Functionality and Upgrades
Overall, I think the product is working very well. Based on the configurations that I am able to...
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ROI / Cost (care and feeding)
Our contract includes the product’s licensing fees and also the support. There is always an increase...
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Relationship
The vendor's executives don't call us. They don't come to us or ask us how the product is. Our...
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Functionality and Upgrades
I like the reporting with 360 Encompass CDI. I can get the reports I need from the system very well....
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Relationship
I have all of the important people’s numbers, so I can call them whenever I need anything from the...
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Functionality and Upgrades
360 Encompass CDI helps us manage a very diverse population of cases, and it helps identify the...
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Win/Loss - Why they were selected (by current clients)
We chose to go with 3M because we were already using their products in another department. We went...
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ROI / Cost (care and feeding)
We were not as pleased with 360 Encompass CDI as we thought we would be. We didn't feel that 3M's...
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Relationship
We were pretty disappointed with not just 3M's software but also their processes. We found that 3M...
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ROI / Cost (care and feeding)
3M is at the top of the market when it comes to CDI coding and other prebilling things. However,...
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Functionality and Upgrades
The product is very robust. We are updating it to have more prioritized workflows. The system always...
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Lessons Learned
If a healthcare organization is considering 360 Encompass CDI, they should ramp up their technical...
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ROI / Cost (care and feeding)
The product is amazing, and it increases our productivity. It allows the clinical documentation...
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Functionality and Upgrades
The AI in the software is excellent, and the NLP functionality is amazing. The reporting...
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Implementation and Training
The implementation process was very difficult for reasons that weren't anyone's fault. We...
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Functionality and Upgrades
We like the built-in clinical decision support. Overall, the CDI staff has been frustrated, but the...
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Service and Support
If an organization were using a different EMR, they would probably have a different experience. The...
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Service and Support
The support for the CDI team is good. We are very lucky because our nurse advisor is always...
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Relationship
We went with 3M because they were the big dog in the arena. Some of what we were sold on for the...
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ROI / Cost (care and feeding)
We are looking at what other product we can maybe switch to. 3M nickel-and-dimes us. We paid one of...
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Functionality and Upgrades
We like the interaction between the coders and the CDI people. We have issues sometimes with...
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Implementation and Training
For physician education, I like what the vendor has told our physicians, but at the same time, the...
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Relationship
One of the vendor’s executives showed up for one of our meetings.
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Relationship
Our satisfaction will probably remain the same in the future because I don’t see the vendor changing...
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Functionality and Upgrades
We engaged 3M for a long-term set of products. We are implementing products as we go. I am a little...
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Relationship
Things are going well with 360 Encompass CDI. We have met with 3M quite regularly, and they have...
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Relationship
There are certain folks from the vendor that are awesome to work with that we work with all the...
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Functionality and Upgrades
Our CDI director is very happy with the system because we can show the financial impact of the...
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Functionality and Upgrades
What is interesting is that the physicians seem to have the biggest hang-up with the new system...
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Service and Support
We did not always have great ongoing phone and web support at all, so we ended up purchasing the...
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Functionality and Upgrades
From an HIM perspective, we want to be able to see the technical side of the product. I don't...
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Interfacing and Integration
We have chosen 360 Encompass CDI for many reasons. One reason is that 360 Encompass CDI has a great,...
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Relationship
3M has significantly improved their listening and their leadership infrastructure. They have really...
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Other Observations & Comments
In my dream world, our EMR vendor and 3M would be much more integrated than they are now. They play...
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Functionality and Upgrades
There have been some significant improvements in the reporting on demand instead of the tool just...
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Other Observations & Comments
3M’s prioritization within the implementation is good, but not great. There are some pieces that we...
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Relationship
The enhancement request process at 3M is a bit of a black hole. We can put things in there, and 3M...
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Service and Support
3M doesn't manage their unattended accounts. If we call 3M with an issue, it takes some of their...
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ROI / Cost (care and feeding)
I like that 3M is as complex as we are, so they can handle our level of crazy. We have a good...
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Future Outlook
We are going to need some big changes within the product. We need a change in the support model,...
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Relationship
I feel like the politics have gone from 3M. Whatever senior leader changes 3M has made in culture...
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Service and Support
We have gotten more attention from the executives over the last few months.
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Service and Support
3M is transparent when it comes to their performance. That transparency also depends on the...
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Functionality and Upgrades
Once users have gone through the training, 360 Encompass CDI is easy to use. It is user friendly,...
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Service and Support
We are proactive hound dogs when it comes to support, but 3M has been responsive. I work with a...
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Functionality and Upgrades
Reporting is the area where 3M could use the most work. The vendor is changing reporting now, but we...
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Future Outlook
I see things improving, and 3M is trying to bring innovation to the existing products. Sometimes...
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Relationship
As far as visibility goes, 3M will give us reports as to how we are using their system, but I don't...
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Future Outlook
3M keeps getting more automated in doing things. We choose not to take some of the technology 3M...
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Service and Support
Part of 3M’s weakness is their reporting and their customer service. 3M's support is horrible. That...
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Relationship
The number-one thing that 3M needs to hear is that they need to improve their support system. All I...
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Relationship
One of the product's good qualities is that we can build it to meet the needs of our CDI program....
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Functionality and Upgrades
3M's executive team and the people that we call are receptive. They do listen. We may not always get...
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ROI / Cost (care and feeding)
As for charging for every little thing, we have had an issue in the past with some of the add-ons....
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Functionality and Upgrades
The product as a whole is fantastic. There is nothing else on the market like it for managing all of...
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Service and Support
Our contact person is fabulous. I like 3M’s customer service model because no matter what product we...
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Technology
Some of the product’s gaps are just suggested optimizations that would be nice to have, and some of...
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ROI / Cost (care and feeding)
In terms of prioritization of chart reviews, the product could be better at giving us a return on...
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Functionality and Upgrades
The product is probably the best, most popular platform, and almost everyone uses it in order to do...
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Lessons Learned
3M's footprint is very large; they have a lot of physical servers that they put into data centers....
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Technology
3M is too busy trying to fix issues to support us through interoperability.
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Relationship
I struggle with the fact that 3M is very diversified and they don't really come together very well....
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Functionality and Upgrades
Every time we have product updates or anything like that, we always end up having problems where...
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Service and Support
The system gives us a lot of ways to prioritize chart reviews. If we were to go to another vendor,...
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Functionality and Upgrades
There is a pretty robust Wiki for 360 Encompass CDI.
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Interfacing and Integration
Integration is good for the solution because then things are embedded in it instead of being bolted...
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Functionality and Upgrades
We feel like the vendor is always upgrading and tweaking the system. They are trying to make the...
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Functionality and Upgrades
The product is very flexible, and we can customize it in ways that we can't customize other...
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Functionality and Upgrades
Our nursing notes and some other notes aren't processed through the product. Every now and then, we...
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Service and Support
3M is helpful. Our issues are not because there is a lack of engagement. 3M is very easy to get...
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Implementation and Training
Unless we request ongoing training from the vendor, we don't get it.
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Relationship
3M has been very good to work with. One of the new things the vendor has done is assign a customer...
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Functionality and Upgrades
There is no comparison between 360 Encompass CDI and the other product we use. We use 3M in...
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Other Observations & Comments
My one suggestion for improvement is for 3M to do more with outpatient CDI. I know the vendor is...
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Functionality and Upgrades
The staff like the Encompass CDI product, and we use it as a tool, but we generally shy away from...
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Functionality and Upgrades
The reporting has always been good, whether it is the executive summary or analyzing things to...
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Functionality and Upgrades
The system's prioritization of chart reviews seems to be working, but we are still early in that...
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ROI / Cost (care and feeding)
The vendor has not nickel-and-dimed us or made us pay fees for training, but the system is not cheap...
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Relationship
3M has been good about delivering new technology, whether they go out and buy it or create it...
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Functionality and Upgrades
We are not as far along as we expected to be for how long we have had the software. We terminated...
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ROI / Cost (care and feeding)
The eMD feature is definitely an advantage of 360 Encompass CDI. That is where we electronically...
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Functionality and Upgrades
We are on the fence about whether we would buy 360 Encompass CDI again because there are some...
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Functionality and Upgrades
I can use the tool pretty well, but we have several CDI people, and they complain that the screen is...
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Relationship
We have had issues with some of the upgrades and have had to be the ones to report issues to 3M....
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Service and Support
3M has been super responsive to support requests for 360 Encompass CDI.
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ROI / Cost (care and feeding)
3M definitely nickel-and-dimes us. Overall, 360 Encompass CDI is a pretty costly product, but we do...
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Relationship
The vendor's prioritization of chart reviews is an ongoing battle. 3M is a mammoth; they are big and...
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Sales and Contracting
We have full automation with the system, but it doesn’t do all of the things it is supposed to do...
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Functionality and Upgrades
The CDI workflows that are in place are very intuitive for the department. The group loves to work...
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Other Observations & Comments
We only have partial automation, but that isn't because of 3M; that is because of us. The automation...
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Other Observations & Comments
We have access to 3M’s consulting services within the product. It is hard to separate those services...
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Relationship
3M has been a really good partner. They listen to us, and they are great about meeting our needs. 3M...
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Future Outlook
For a standalone hospital or for a couple of hospitals, 360 Encompass CDI would be fabulous. But for...
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Functionality and Upgrades
There are two things about the product that I am disappointed with. One problem is that the product...
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Service and Support
I would like to see better outreach from our 3M representative, certainly around being able to...
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Relationship
We have regular meetings with 3M, and those have been helpful because we get a glimpse of what is to...
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ROI / Cost (care and feeding)
3M’s prioritization functionality requires the nurses to review records before the records are...
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Lessons Learned
We are happy with 3M for what we use their system for. It seems to work. But we are at the very...
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Relationship
3M gives us data about our performance, but I don't see data about their performance at all. In our...
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Relationship
Clinical documentation specialists need to use the same software as their HIM. If HIM told me that...
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