360 Encompass System (CAC)
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Subject Expert
Mac Boyter
Research Director
Commentary Summary
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User Commentary
Product, Value
I don't have too many complaints about the system. It seems to work as designed. Our biggest...
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Relationship
The quality of the vendor's support depends on the day and the person we are working with. The...
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Relationship
The vendor is reactive. They aren't proactive at all. They say that there are articles out there...
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Value
360 Encompass System is by far the superior product in the industry. But sometimes 3M's resources...
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Relationship
We find things inside of 3M's product that we kind of figure out on our own and then report, and I...
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Relationship
3M needs to get better support, and the enhancement process is too long. That is where I feel like...
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Relationship, Product
We are so entwined in the product, but some departments get a little frustrated because the vendor...
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Relationship
The product is good. It seems like 3M's support has been lagging because there has been a lot of...
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Relationship
It is necessary to have regular issue and project calls with the vendor because there are so many...
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Value
Everything seems to be an expense with 3M. Every time we want an additional something, it is very...
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Relationship
I believe that 3M offers more than their competition, and they certainly get government contracts....
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Value
3M has several coder reference packages, but inevitably, each one is associated with a new charge....
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Product
Although the system comes with some standard edits, it is very easy for us to have a user, such as a...
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Product
We have a conflict within the system. On one hand, we can give coders the ability to bypass some...
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Operations
We receive training on 3M’s reporting tool, but they are always changing. Despite that, they have...
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Relationship, Value
3M does come up with some good products; they are just very pricey.
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Relationship
I wouldn't kick 3M out the door. They are not horrible. I see that they work with us; otherwise, we...
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Product
For the most part, the vendor provides codes across departments fairly successfully. When we really...
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Value
Proactivity is never a strong suit for technology companies. Also, 3M likes to charge for...
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Product
3M has quality technology. They have built in features for patient safety indicators and...
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Relationship
We have 100% direct contact with many of the senior leaders from the vendor; that is not an issue.
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Product
The product's reporting structure is not very user friendly, and it is hard to make customized...
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Product
3M seems to be pretty in depth at providing codes and having all the ICD-10 codes built in. There...
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Product
360 Encompass System is very antiquated in functionality. It is built very robustly. There are a lot...
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Operations
3M lacks knowledge about their own products. They don't know a lot about prioritization, for...
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Operations, Value
3M takes enhancement requests. We submitted some during our implementation, and over half of them...
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Product
With 3M's product, having the encoder right there for us to be able to code the chart is one of the...
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Loyalty, Product
I like the system's automatic suggestions, but they are not always correct. That is one of the...
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Culture
3M recently sunsetted a lot of their products. So when we were trying to figure out what our new...
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Product
360 Encompass System is a very good tool to help with productivity. It can make things easier. It...
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Loyalty
We no longer have a coding summary sheet, and 3M got rid of their abstracting system. If we had...
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Operations
The only training I have ever had with 3M was when we were first going live, and then when they...
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Product
When we have multiple regulatory aspects that we have to deal with while one group of people is...
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Relationship, Product
3M is always improving the natural language processing engines. They do a pretty top-notch job with...
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Relationship, Operations
The 3M product project manager really needs to take the front-end time to get to know the...
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Loyalty, Relationship
3M has done a really good job with the CAC, and they are working with one of our other vendors to do...
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Relationship
At one point, we tried to do an upgrade, and 3M wasn’t aware of the version of the product that we...
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Relationship
I have an account person that I meet with regularly, and they are responsive to me. I ask them...
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Product, Value
The benefit for us in using this product is prioritization in the way we want. For example, I wanted...
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Value
3M is not proactive. 360 Encompass System’s quality indicators have been broken for a while, and the...
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Operations
The vendor pulled out all the stops on our implementation because they had to do it very quickly....
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Relationship, Product
I am a supervisor, so I don't use the product the way that a frontline person would use it, yet I...
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Culture, Value
3M could completely change their pricing structure. Things are usually charged incorrectly, and the...
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Product
The product cannot assign a correct procedure code to save its life. The documentation has to be...
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Culture
We are unable to load our payer information into the product, so we are getting unnecessary edits...
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Culture, Value
3M told us that we would have several add-ons free of charge, but we have been charged for those...
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Operations, Product
We just did an upgrade with 3M, and that upgrade took our system down for days. We were unable to...
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Relationship
3M hasn’t been closing tickets recently. We still have a number of open tickets that are for issues...
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Operations
When it came to the implementation, 3M tried to train a couple of people on our team and then move...
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Culture, Operations
3M needs to know the difference between what they are training us on and what they are doing demos...
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Relationship
3M could improve the target dates they provide for when things are going to be available. Things are...
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Value
3M charges for everything. Anytime we implement anything, there is an extra fee, even if we already...
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Relationship
It seems like 3M can be slow to respond when we have an issue.
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Relationship, Product
3M is really quick to put out hotfixes when they find bugs or anything in new releases or when they...
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Culture
When 3M sells a product, they tell us how great the product will be. Of course, they are trying to...
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Relationship, Value
Anytime we want something from 3M, like a more in-depth look at some issues, they tell us that they...
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Product
I like what the system is supposed to do. I also like that it will automatically suggest different...
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Relationship
My biggest complaint about 3M is their customer service. We find things in the system that aren't...
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Operations
3M needs to make the format for their automatic suggestions less cumbersome. Right now, when we have...
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Product
3M does a really good job of providing codes across different departments. It also has a standalone...
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Value
3M provides return services for us, and they don't charge us extra or anything like that for those...
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Operations
People don't really require ongoing training once they learn the system. We haven't had any issues...
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Relationship, Operations
In our meetings with 3M, the vendor lets us know how well we are doing and where we might be falling...
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Relationship
We as an organization want to embrace technology. 3M is always working on new things, and they...
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Relationship
If 3M discovers that something has been mapped incorrectly, then they will let us know in an update,...
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Product
I know the system is based on verifying the code or the suggested documentation for the code....
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Culture, Value
When we were setting up the software and when we went to our new EMR, 3M seemed to be picky in...
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Operations
We have continued education sessions with 3M. If there are upgrades, the vendor provides information...
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Relationship
3M’s support people are awesome, and they are willing to work and help us resolve the challenges...
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Product, Value
The system is good and has improved, but there is no way I can give the AI a perfect score because...
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Loyalty, Relationship
The product is helpful to my team, and they continue to expand and make the product better as we go....
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Culture, Value
3M avoids charging us for everything. They stick to the contract and don't try to add any other kind...
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Operations
I don't think 3M is a bad company, and what they do is good, but they still have some quality issues...
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Product
360 Encompass System works well with our electronic health record, and the communication is good...
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Relationship
3M always has a representative on our project, so we have a good contact to go to. That contact is...
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Product
The patches and updates come through for 360 Encompass System seamlessly. We would like to see some...
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Relationship
We have somebody new from 3M in charge of 360 Encompass System, and that person is doing very well....
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Relationship
3M’s support team is very responsive.
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Relationship
3M struggles to meet our needs in terms of impacting our coders’ productivity.
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Product
We are pretty happy with the system. It works as promoted. To assist the coders, the product locates...
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Culture
Different products and enhancements were promised to us, but the vendor never followed through.
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Operations
We need training from 3M more frequently, and the training has to be less generic.
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Relationship, Value
If a customer is looking for quality and accuracy, 3M is a good option. Compared to our other...
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Product, Value
In general, 3M's tool is meeting and sometimes exceeding our requirements. The solution is accurate...
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Relationship
I have had a great experience working with 3M. The vendor listens to and addresses the consent and...
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Product
We brought up pro fees in 360 Encompass System because there were so many users, and since then, we...
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Product
360 Encompass System brings data together for coders, and that is why it is efficient. It is still a...
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Value
3M tends to price things à la carte, so everything costs money. The system is expensive, but it is...
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Operations
3M is available, and they always do great training. There are things we don’t understand until we...
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Product
360 Encompass System offers what we expected. However, we want more automation for our coders. We...
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Relationship
When there is an issue, the vendor can provide a fix pretty quickly. Everybody is busy, and there...
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Relationship, Product
Based on experience, 3M always comes through. There are a few changes we would like to see, but we...
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Product
I have zero problems with 3M. The vendor is great. I have done a lot of coding updates recently, and...
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Loyalty, Operations
With every implementation and EMR change that we make, we have to retrain and rebuild the system....
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Product
We get automatically suggested codes from our documents, and that is great. CDI specialists use...
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Relationship, Product
Typically, when we get an upgrade or update from 3M, something breaks. It is very rare that...
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Product
3M’s solution works fine and does a pretty good job.
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Product
Customers have to remember to verify their formatting when they import dictated reports. The system...
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Culture
I would like to see improvements to the vendor's enhancement requests and time frames. For example,...
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Loyalty
I hope that our satisfaction will improve in the future because we are supposed to be upgrading some...
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Product
We like that 360 Encompass System is universal. We are bringing in new staff members, and most of...
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Product
We have a lot of people who aren't huge fans of the product, but it is like 3M has a monopoly.
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Relationship
The executive involvement from 3M was very good all the way around. The vendor's leaders were very...
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Relationship
We had a couple of small issues with 360 Encompass System. The problems were resolved fairly quickly...
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Operations
It was easy to train the coders on the tool and its use. The training that we received was efficient...
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Relationship, Product
The vendor does a fine job of providing codes across different departments. If they didn't, then we...
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Loyalty
CAC is the way of the future. 360 Encompass System is going to become more and more intuitive, and...
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Product
Physicians don’t like 360 Encompass System’s interface, so they don’t use the product. Physicians...
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Product, Value
We have ongoing issues with the analytics, self-service, and reporting modules. The interface for...
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Product, Value
360 Encompass System has improved our productivity on the inpatient side. The system is a lot better...
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Operations
3M always brings in experts in each area when we are getting training or doing our builds. So it...
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Operations
360 Encompass System is user friendly. It is probably the quickest system to train new employees on...
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Product
The outpatient documentation is all over the place even though it is still text. If the system is...
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Product
We are struggling with the outpatient part of the system. 3M’s stance is that the templates are set...
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Product
We have identified several abbreviations in 360 Encompass System’s coding suggestions that can stand...
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Culture, Relationship
We are assigned a sales representative from 3M, and if there is something that we can’t resolve,...
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Relationship
We are not actual coders, but we do maintain the product. Every couple of years, we will go through...
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Product
There is a lack of functionality around reporting and automation that we really wish the vendor...
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Relationship
I liked the vendor’s support a few years ago. But right now, the support is a little different than...
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Product
If we don’t have the product for even a couple of hours, people will go crazy. We are active users....
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Relationship
The vendor is very customer driven. If we go to them for something, they will work with us to...
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Relationship, Value
One of the things we are extremely frustrated with 3M about is their premium support service has...
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Relationship
There are things 3M will package in an update, and it breaks when we implement it in our production...
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Product
When 3M tells us how things work, we do not fully realize them until we implement them. Once we do...
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Product
360 Encompass System is a good software, but the product is dependent on users to use it properly....
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Operations, Value
360 Encompass System is a really big system, and there are a lot of components and moving pieces. We...
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Relationship
3M has been very responsive. We just recently implemented a new interface, and when we had an issue,...
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Operations
Between 3M’s webinars and the training, we haven't had any issues. 3M does refreshers for us at no...
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Culture
From a sales perspective, 3M is more open to providing value than having us take something or leave...
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Relationship
3M needs to put additional resources into their support. We finished some negotiations with 3M, and...
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Relationship
3M would have to have a major meltdown for us to become disengaged or disenfranchised with them. For...
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Product
I wish 360 Encompass System had better reporting. 3M is trying self-service reporting, but it isn't...
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Relationship
I have had top executives come on-site when we have had questions or wanted to do something. They...
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Culture, Relationship
3M does not keep all of their promises. Like any other software vendor, 3M says things that never...
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Loyalty, Relationship, Value
We are very satisfied with 3M. If we weren't satisfied, we would change vendors. We have had bad...
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Product, Value
360 Encompass System has made our coders’ productivity faster. The documents come into the system,...
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Relationship
3M is usually quick to let us know by email when there is a bug in their release. The vendor usually...
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Product
The reporting could be better in the code audit module of the product. For example, it would be good...
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Loyalty, Relationship
I have always considered 3M to be the industry leader for encoder products, but the vendor's support...
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Loyalty, Product
Because of the actual product, there is no way that we would switch away from 3M. 360 Encompass...
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Product
3M continues to innovate 360 Encompass System, although sometimes we think the vendor should resolve...
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Relationship
The solution has done an adequate job for us. 3M has gotten better lately, especially when it comes...
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Product
The vendor does fixes faster than they used to. In the past, our systems could be down for a day. No...
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Product
The system has great resources. I like that 360 Encompass System and 360 Encompass CDI are on the...
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Operations, Product
We often delay upgrades so that some of the problems will have solutions. Every time there is an...
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Product, Value
I would buy the system again because it is the industry standard.
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Relationship, Value
Over this last year, our relationship and experience with 3M have greatly improved. Based on...
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Relationship, Product
3M is on top of delivering new technology that meets our needs. There have been instances when they...
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Product
Reports show that the coders have embraced the system. The coding director and coding managers feel...
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Product
3M’s coders have room for improvement. They need to fully integrate the system and get out of their...
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Operations
I am happy with 3M’s training. I meet with the vendor regularly. They train me, and then I train...
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Loyalty
360 Encompass System is intuitive, but there are some opportunities for improvement. There are some...
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Relationship, Value
3M is not proactive; we have to reach out to them. They also nickel-and-dime us.
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Culture
We had a situation where we were considering implementing the pro-fee aspect of 3M's CAC solution,...
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Relationship, Product
I would say our experience with 3M is about the same as it was last year. We just did a retune, so...
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Operations
We received heightened collaboration from 3M during the implementation, but that was because we...
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Product, Value
The product is not really impacting our productivity, but we are seeing some gains in terms of...
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Relationship
The resources that 3M assigns when we have tickets or updates are not familiar with the product and...
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Relationship
The vendor’s support team is nonexistent. The vendor just takes messages, and eventually, we will...
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Relationship
Last year, we had a different account person that we trusted with our lives and our systems. That...
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Relationship
We have a really expensive computer that we have purchased and a really expensive support agreement...
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Culture
The sales process has been not ideal in the past, and I think the vendor's clarity in terms of their...
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Relationship
Our relationship with 3M has certainly gotten much better. They have been available, and I think the...
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Relationship
We generally hear good feedback about the vendor’s coding ability. The vendor is certainly more...
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Relationship, Operations
Overall, we are pretty happy with the transition to the cloud with 3M. The implementation went a...
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Product
If 3M could put resources anywhere, it would be in software engineering, QA, and the AI space. There...
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Relationship
We are satisfied with where 360 Encompass System is right now. I talk to my salesperson from 3M more...
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Relationship
We have very open conversations with 3M where we can pick up the phone and say that we have been...
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Product
360 Encompass System’s coding is not perfect, but it can't be because it is based on data. The...
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Relationship, Product
When I go in and try to look things up on 3M’s website, sometimes the way the website is set up...
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Loyalty, Relationship
3M moved their 3M Client Experience Summit from July until May. Since they moved it to May, it is a...
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Relationship
I have had conversations with 3M’s leadership about their struggles in trying to move faster while...
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Culture, Product
3M has really struggled with integrating applications into their product, and contracting has been...
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Culture
There has been a lot of variability in our sales experience with 3M. We had to request that our...
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Relationship
In regard to our partnership with 3M, the desire is there, but the execution is slow. We are losing...
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Operations, Product
The system consistently recommends or finds information that is irrelevant. For example, smoking is...
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Culture, Relationship
I can't say that the vendor actually keeps all their promises when delivering expected...
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Culture, Relationship, Value
It is hard to get calls back and a tier-level support person who knows what they are doing. 3M has...
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Operations
The vendor came on-site for the initial training, and it was really good.
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Relationship
3M shares their road map with us. Whenever there is an update, our contact will bring forward...
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Loyalty, Product
3M has been working on the reporting part of their system for a really long time. Once the system...
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Relationship
The vendor has given us some great contacts to get things done for each module, so that is nice. We...
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Relationship
We would recommend 360 Encompass System to a friend depending on how good they are at technology and...
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Relationship, Product
There are always things that don't work correctly after each upgrade. There is usually something...
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Relationship
3M is quick to blame other solutions when other solutions are not the problem. A lot of times, we...
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Operations, Product
The product's automatic suggestions are dead-on, and the engine learns really well. 360 Encompass...
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Relationship, Product
We have had several groups of 3M integrated teams that have worked with our inpatient team and our...
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Relationship
3M is really good about sending information out so that the customer can start planning for...
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Relationship
We have a really good relationship with 3M. We have known them for a really long time.
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Culture
When we reevaluate our contracts with 3M, we try to keep everything that we have. If the vendor...
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Product
360 Encompass System is a decent product that the vendor is keeping up to date. 3M does regulatory...
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Relationship
3M is a reliable and responsive vendor. They send out notices if the system has any issues, and they...
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Product
We are doing very well with 360 Encompass System. On the outpatient side, if we want to make changes...
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Product
When we add codes to the system, we can manually code things easily. We can use automatically...
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Relationship, Value
3M’s executives are involved. When we ask for help, the vendor sends help with demos or refers us to...
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Product
There is a little frustration on the inpatient side of 360 Encompass System. It is a little time...
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Relationship
We have a new person with 3M who is helping us a little better with communication, so that has been...
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Operations
3M helped us through a very difficult implementation. We experienced a lot of problems during an...
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Operations
3M offers training for different pieces of their software all the time, and we can access the...
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Operations, Product
Sometimes, when we have an upgrade, the next day we have issues with that upgrade. There may be...
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Relationship, Operations
We have regular meetings with the vendor. They offer a lot of training and a lot of emails. Most of...
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Culture, Relationship
The vendor keeps all promises to a certain extent. 360 Encompass System is more of a hospital-based...
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Product, Value
360 Encompass System has some very good qualities. The reporting part of the system is really good....
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Product
There are some things that could be tweaked with the 360 Encompass System. When we ask for certain...
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Operations, Product, Value
I understand that 360 Encompass System is a system that reads documentation, but the system is so...
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Product, Value
We have staff members that struggle with the system. Part of that is because the system sometimes...
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Product
The system does an okay job at providing codes across different departments. We have all our...
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Product
Sometimes the timeliness of loading upgrades or releases is not good.
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Product
Some of the queries from the product have been harder to deal with than others because the product...
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Operations, Product
There are always glitches that occur after 3M’s upgrades. I am not sure 3M checks the code within...
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Product
3M’s CDI and CAC products are one complete unit for us, and that has been very worthwhile. That is...
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Product
360 Encompass System does very well at providing codes across different departments. However, I...
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Relationship
Anytime we have a regularly scheduled support call, all levels of 3M’s team are on the call with us....
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Culture, Relationship
3M has shown us how to benchmark ourselves against other facilities of a similar size from a CAC...
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Relationship
3M exceeds our expectations with their customer service. If we have a problem, the vendor is really...
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Product
The 3M product does a good job of providing code across the different departments that we use it for....
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Culture, Relationship
The vendor does eventually keep their promises for the most part. The vendor obviously can't...
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Relationship
The vendor's weakest area is probably the frontline support. Things have to be escalated before we...
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Product
A lot of the reasons things in the product may not work as we want them to are on our side rather...
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Operations
The initial training from the vendor was good. We don’t need any ongoing training from them because...
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Relationship, Product
The vendor is continually improving products and adding new things to the products. The vendor is...
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Culture, Value
The vendor’s pricing structure is actually pretty simple. They have been a good partner financially...
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Product
On the inpatient side, the product’s accuracy is pretty good across the board. I don't really have...
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Product
The product works pretty well. All of the necessary documentation comes from our system to the...
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Product
3M is still the Cadillac of coding vendors. We have been using 360 Encompass System since prior to...
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Product, Value
Our staff members love the CAC component of the system. 3M has very good reporting and analytics...
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Product, Value
We aren't using the solution for some of our cases because it impacts our productivity. We feel that...
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Loyalty, Product
One outlying area in the system that doesn't perform well would be its interventional radiology for...
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Relationship
3M is fast to act on any issues that may arise. They come in and get tickets involved with our EHR...
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Product
I am a big fan of 360 Encompass System and the references. The product has a huge reference deck,...
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Value
360 Encompass System is too expensive, but we have gotten our money’s worth.
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Loyalty, Product
I haven’t seen a whole lot of changes in the product. Innovation has only existed when I have bought...
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Product
The prioritization piece of the product works okay. Basically anytime we have symptom DRGs, whether...
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Product, Value
The 3M system is the Cadillac of things, and we have all the bells and whistles. The product is the...
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Loyalty, Product
We still have to enter the data into the 3M system in order to communicate with coders. Ultimately,...
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Loyalty
When we implemented a system with our primary EMR vendor, we fought really hard to keep the 3M...
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Relationship
3M has been so accommodating and has helped us so much with the different problems that we have been...
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Loyalty
Our primary EMR vendor does not allow an outside system to update charges, so we have been forced to...
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Relationship
We generally get very scripted answers when we contact 3M's support team. The support people...
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Relationship
We have meetings with 3M, but the vendor is not always really engaged. The vendor could up their...
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Value
The product is overpriced, but we definitely get a lot of value out of it.
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Operations
For implementations, changes, and upgrades, 3M will often provide incomplete instructions, leave out...
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Culture, Relationship
3M doesn’t keep all of their promises. We definitely talk with the vendor about deliverables, but...
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