Cybersecurity Is Critical in Today's Environment
CipherOutreach
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Subject Expert
Adam Cherrington
Research Director
Commentary Summary
User Commentary
Director
CipherOutreach is expensive, but it is worth it. I have recommended it to others already. I tell...
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Director
There have been a couple of times when the vendor hasn't been very responsive, but for the most...
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Director
We implemented the solution in several different areas. It is an easy system to implement. The...
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Director
The solution's interface and prompts are really easy for our staff members to use. We can check on...
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Director
We have seen the vendor grow and adapt over time. For example, when we started with the system, our...
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Director
The system has a new format. When we identify that a patient needs a callback, we have a lot of...
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Director
We have really improved our patient experience scores. I think that one of the key drivers of that...
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Director
We have had a lot of different things that have driven our improvement, and CipherOutreach has been...
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Director
The system's success all depends on the lead person for our account. We started off with a really...
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Director
Our representative has worked to adapt our post-discharge phone calls to our needs, and our patients...
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VP/Other Executive
This product is the best in the industry. The ease of use is better than anything else out there....
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Manager
I don't think that we are going to replace CipherOutreach. But I think that if we were given the...
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Manager
The automated voice part of CipherOutreach still runs into a few problems, but that is ultimately...
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Director
One of the nice things about working with CipherHealth is how responsive they are to our inquiries....
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Director
The vendor helped us look at some of the data in a way that we haven't before. For example, we are...
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Director
After a few months of employing the service, the vendor presented us with an outcome evaluation, and...
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Manager
There is a drawback to the system that is not CipherHealth's fault. That is because of the way that...
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Manager
Our CipherHealth contact is very responsive. They are quick to get back to us when they have an...
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Manager
I think that CipherHealth tries to charge us for every little thing. There is their voice module....
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Manager
We have just started to use the text-messaging part of CipherOutreach. I think that that will...
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Manager
I think that the solution is great for nurses who want to follow up with their particular programs...
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Manager
Things are going very well. Recently, we got a new customer success manager, and I am very happy to...
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Manager
CipherOutreach is working well. We have been able to reach a very large volume of our membership...
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Manager
We still struggle with our ability to reach unengaged populations. That is one thing we are...
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Director
In general, we have had a lot of success with the product. We have found it to be easy to use....
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Director
CipherHealth does a very good job with their scripts. We are very happy with their support people's...
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Director
We definitely have seen a reduction in readmissions from using CipherOutreach. The product helps us...
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Director
I would buy the product again because of the lower manpower drain on FTEs. The system allows us to...
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Director
CipherHealth is working on some outstanding requests that I have, but they keep their promises....
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Director
The contract clearly outlined when charges would be applied and what was included in the product,...
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Director
I like the relationship I have with our customer success manager. We have regularly scheduled touch...
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Director
The reports are pretty clunky and too difficult. It doesn’t need to be that hard to find what we are...
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Director
For call documentation, we can't have both the dropdown and multiselect options so that the product...
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Director
The voice-to-text translation still has some opportunities. It records our customers and then...
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Director
Our customer success manager is having to do most of the training because the vendor's formal...
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Director
I wish we had SSO capabilities. We have to reset our passwords too frequently. We have the links to...
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Director
Bidirectional text is huge. The ability to marry both a robotic call and text into the same script...
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Director
We don't talk a lot about what iis in development. I would be curious to know what the vendor is...
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Director
I use the support mostly for user access, and that is not intuitive. The vendor is always wanting me...
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VP/Other Executive
We are really looking at our ROI on CipherOutreach to make sure that it is worth the investment....
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VP/Other Executive
I have talked to people about CipherHealth. I have let them know what the software can and can’t do...
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VP/Other Executive
CipherHealth is very straightforward for what they are. We know what they are going to do for us and...
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VP/Other Executive
The best thing about the vendor is their responsiveness. I work with a lot of different vendors, and...
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VP/Other Executive
The solution isn't expensive. I believe that the vendor charges by the number of beds, and that...
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VP/Other Executive
Our ultimate outcome from the system has been our readmission percentage. I can't attribute that...
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Manager
We were extremely satisfied with CipherHealth’s support. We kept pushing the envelope because we had...
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Manager
The surveys don’t take that long for a patient to complete, and the issues are quickly identifiable....
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Manager
The staff just want to see how our organization is doing, and sometimes the dashboards are harder to...
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Director
The volume of patients we have is outrageously beyond what any outreach staff could possibly get to...
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Director
CipherHealth doesn't make promises, but they are always willing to work with us. They always follow...
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Director
We have made a ton of alterations to both of our call programs and our questions. Every single time,...
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Director
I have been a user and somewhat of a trainer to other users, and CipherHealth’s training has helped...
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Director
We do have issues with CipherOutreach, but most of those issues are out of the control of...
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Director
We would like it if we could integrate the documentation that we put into CipherOutreach into our...
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Director
The CipherHealth system is wonderful with upgrades. We frequently throwing new ideas at the vendor...
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Director
We have given the vendor feedback about the overall website lag. We have experienced that no matter...
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Director
My only bone to pick with CipherHealth is on the support side. They are not the people that I talk...
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Manager
Our end users are automatically directed to us. They don't contact CipherHealth if they have a...
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Manager
Even though I am having a couple of issues, I am confident they will be resolved. I think we keep...
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Manager
CipherHealth has an opportunity to improve by showing us which question on the survey we are...
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Manager
We are completely satisfied. We really needed a tool that was going to support our efforts, and...
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Manager
I have been getting a little more frustrated recently. CipherHealth is trying to be responsive. The...
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Manager
I had the best user account manager. They were so on top of things. I had frequent calls with our...
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Manager
CipherHealth tries to avoid charging for every little thing. We were able to get additional...
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Director
With the vendor’s proactivity, I would say that 90% of the time, I am reaching out to say something...
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Director
We are very open and on the same page about everything with our CipherHealth contacts, and they are...
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Director
CipherHealth is working on their end to give me some more advanced reporting based on needs that I...
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VP/Other Executive
CipherOutreach is great because it allows us to design custom call scripts for the patient groups...
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VP/Other Executive
CipherOutreach sends a call to whatever phone number a patient has given us. I was very skeptical at...
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VP/Other Executive
CipherHealth will push reports to us. When a patient says that they want a live call back, we can...
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Director
We have been very pleased with the assistance that CipherHealth has provided in getting our...
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Director
The start-up process was excellent, and we received excellent help from the vendor's people. We had...
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Director
We haven't had significant pain points with the rollout of calls to cohorts of patients. Whenever we...
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VP/Other Executive
We already had a longstanding relationship with CipherHealth around rounding, so when we were...
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VP/Other Executive
The product is easy to use. There are certainly some financial outcomes that have been driven...
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VP/Other Executive
I would give others a cautionary recommendation. People should really know what they are getting...
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VP/Other Executive
We have made the decision to terminate our contract with CipherHealth. At the time we started using...
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VP/Other Executive
We saw a definite increase in our patient satisfaction ratings, and that was one of our goals in...
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VP/Other Executive
Knowing what I know now, I would buy CipherOutreach again if the circumstances were the same. We...
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VP/Other Executive
The implementation went really smoothly and really well. CipherOutreach is an easy program to use...
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VP/Other Executive
When the vendor first came to talk about what the overall system could do, they covered a lot that...
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VP/Other Executive
Integration was difficult. We had to manually import or export our staff lists because integration...
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VP/Other Executive
I don’t think the functionality is as great as it could be. The way the system is set up makes it...
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VP/Other Executive
CipherHealth’s support has been absolutely great. If I contact the support team, they respond very...
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Manager
The ease of use with CipherOutreach for patients depends on the language. Some people get confused,...
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Manager
CipherHealth’s delivery of new technology has definitely gotten better, but we could use more robust...
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Manager
I don't really hear from any executives at CipherHealth, but I don't need to. I hear from the...
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Manager
We are always happy to speak with other organizations about our experience. The product blew us...
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Manager
I would tell my peers to really engage with the CipherHealth team and pitch and feed ideas to them...
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VP/Other Executive
CipherOutreach is a system that helps us do things. A while ago, we recognized that there was a huge...
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VP/Other Executive
If I were to call CipherHealth and ask to speak with their CEO or another leader, I think that they...
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VP/Other Executive
I don't think that the quality of CipherHealth's training is as robust as it used to be. They could...
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VP/Other Executive
CipherOutreach isn't sold as being interoperable. However, the vendor keeps promising to integrate...
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VP/Other Executive
We run multiple outreach programs, and sometimes, patients will be dropped out of one outreach queue...
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VP/Other Executive
When the COVID-19 pandemic hit, the vendor dropped everything to help us set up some urgent outreach...
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Director
CipherOutreach is pretty easy for our patients to use, but our providers have to log out of our...
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Director
The solution's functionality is fine for some things. Our patient notifications are pretty basic,...
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Director
The vendor's support people are pretty good. They are very responsive. They don't always get back to...
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Director
Whether I would recommend CipherHealth to a peer would really depend on what the peer needed. I like...
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Director
We aren't sure whether this product will be part of our long-term plans right now. We are currently...
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Director
CipherHealth tries to keep their promises, and they have good intentions. I like working with them....
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Director
The vendor does a really good job with their costs. We don't feel nickel-and-dimed at all. We are...
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Director
We have had some issues with the product. At one point, we changed some things in our system, and...
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Director
Overall, the solution's integration went really well. We were able to get information to flow back...
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Manager
At one point, we switched up our contract with CipherHealth to allow for a little more control, but...
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Manager
The system that we have integrated with CipherOutreach works great. Our hope is that the vendor will...
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Manager
We have been very lucky with our CipherHealth success manager. They are fantastic, energetic, and...
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Manager
CipherHealth has a tremendous amount of data, and they have analysts with quite a bit of experience...
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Director
We are trying to interact with patients through CipherOutreach to make the consumer experience...
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Director
Anytime we have needed to make changes or adaptations to simplify CipherOutreach for our frontline...
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Director
I would purchase CipherOutreach again. We have a flat rate, and CipherHealth does everything for us....
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Director
From CipherHealth’s CEO down to all of the people we work with regularly, they have all been very...
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VP/Other Executive
CipherOutreach is a great system. We love it. It does what it is supposed to do, though it is a...
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Analyst/Coordinator
CipherHealth is very diligent in having good collaboration with their clients and having a good...
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Analyst/Coordinator
The rollout was pretty seamless. We would rate the vendor highly for staff and the education piece....
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Analyst/Coordinator
CipherHealth spoke to what they have very clearly. They have a huge platform of different features...
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Analyst/Coordinator
CipherHealth was with us the whole time during the go-live process, which we started multiple years...
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VP/Other Executive
CipherHealth needs to have an API into our EMR for two-way scheduling and communication around...
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VP/Other Executive
We have been looking into how we can leverage the data that we have in the data warehouse to...
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Director
We really haven't implemented anything new in the system in a while, but I would rate the training...
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Director
The product works very well and totally as expected. The vendor worked with our internal departments...
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Director
Things are going very well with the system. We use it to call all of our patients. We are also able...
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Director
We have had some challenges on our IT side with COVID-19 and with some other things that we have...
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Director
There is not a lot of training, and the training the vendor offers for the reports could be better....
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Director
CipherOutreach is still evolving a little bit on the integration side. We don't really do a lot of...
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Director
We haven't really seen the vendor's executives be involved unless we have asked them to be involved.
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Director
We have seen good response rates because of CipherOutreach and the appointment reminders. Our...
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Manager
CipherHealth has been very responsive to our requests. They make suggestions and recommendations for...
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Manager
My only concern is that it is not very easy to extract data from CipherOutreach. That is...
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Manager
I work with our customer success agent and the vendor's executives. They are always very responsive....
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Director
We have been extremely happy with the program. We have actually expanded it, and I think we are...
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Director
CipherOutreach is a very simple product to use. It is effective. It helps our patients, and that is...
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Director
We are lucky to have a discharge nurse who is dedicated to doing all the callbacks. That is...
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Director
The vendor absolutely keeps their promises. If we make any suggestions to the vendor, they take our...
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VP/Other Executive
It is really hard for vendors to come up with the right package pricing as we add more things....
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VP/Other Executive
We like that CipherOutreach is condition-specific. We like the ease of use for the patients. We have...
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VP/Other Executive
CipherHealth could improve their reporting. They have been working on their standard reports and...
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Director
Once people have done the training, CipherOutreach is pretty self-explanatory and user friendly. We...
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Director
There is some migration from CipherOutreach to our EMR, but it is very basic. It would be great to...
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Director
CipherOutreach continues to work really well and is exceeding our expectations. We have seen...
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Director
We have never seen any erroneous or extra charges. We have made multiple changes to the product over...
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Director
Having a strong set of evidence-based templates would be good. When we initiated things with...
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Director
CipherHealth doesn't follow up with me about support issues.
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Director
Because of the way that the recording we send out works, sometimes the system doesn't give a great...
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Director
Our EMR vendor is developing a tool that will have similar functionality so that when our contract...
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Director
I would rate the product high for meeting our needs the way it was sold to me, but we are finding...
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Director
The benefits of the product are unlike many other solutions. The technology prods patients to...
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Director
Patients don't have to do much in the system besides follow basic instructions. Patients are in a...
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Director
The challenges we faced all had to do with the size of our organization. We are very large and...
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Director
The vendor was a pleasure to work with. Their strengths were that they had a vision for what they...
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VP/Other Executive
CipherHealth does a good job of keeping track of all of our requests, but the follow-up is...
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VP/Other Executive
CipherHealth is great at providing implementation. We ended up doing a lot of our own training....
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VP/Other Executive
The solution works well for what we are trying to get out of it. The basic functionality is there...
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VP/Other Executive
I can't remember the last time CipherHealth came to us with an idea instead of us telling them what...
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VP/Other Executive
The vendor has a platform where we can pull our own reports. The whole system and platform really...
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VP/Other Executive
I would not recommend this solution. I would tell others to not go with this system because there...
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VP/Other Executive
The reason to go for this product is that users can replace full-time staff members who are making...
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VP/Other Executive
If the vendor starts greasing up their reports and their analysis and becomes a little more...
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Analyst/Coordinator
CipherHealth has done a great job of assigning us a team. We always have somebody to reach out to...
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Analyst/Coordinator
We have worked with the vendor on an ongoing basis on their reporting, which isn't their primary...
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Analyst/Coordinator
CipherHealth was proactive in reaching out during the pandemic. They have worked with us in a couple...
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Analyst/Coordinator
There is always some negotiation. Initially, the vendor nickel-and-dimed us. But we have put in some...
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Analyst/Coordinator
The biggest piece of our partnership has been our EMR integration. The vendor has been really super...
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Analyst/Coordinator
For the most part, CipherHealth is pretty good about training, They have a lot of tools, tip sheets,...
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Analyst/Coordinator
The solution meets our needs, and we are definitely moving toward the solution exceeding our...
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Analyst/Coordinator
The patient outcomes are the most significant results we have had. We have had some early catches...
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Analyst/Coordinator
The call program has proven its worth and has affected readmission reduction and patient...
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VP/Other Executive
We use a lot of CipherHealth products, and right now we are using their product for several COVID-19...
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VP/Other Executive
The downside of CipherOutreach is the lack of integration with the EMR. That isn’t necessarily...
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VP/Other Executive
We have a customer management solution with really clunky pieces that don’t translate well to...
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VP/Other Executive
The phone-call program is CipherHealth’s bread and butter. It is a great product that is easy to...
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Manager
CipherOutreach is essentially used for follow-up calls to patients with surveys and discharge...
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Manager
There is a new feature in CipherOutreach that sends texts instead of phone calls. I can text...
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Manager
CipherHealth has always been top notch. I have had a great relationship with CipherHealth. We have...
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Manager
The system reports on how many calls were able to reach patients and how many calls didn't reach...
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Manager
CipherHealth has already corrected the one issue that we had. The call used to have a computerized...
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Manager
CipherHealth has been great to work with during implementations and upgrades. We just brought on...
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Analyst/Coordinator
CipherHealth has added some things to the system that have to do with COVID-19, like COVID-19...
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Analyst/Coordinator
CipherHealth has done much better at implementing upgrades and communicating with us about them. I...
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Analyst/Coordinator
CipherHealth's training seems like a one-time thing, but if we need support, we can ask for it. The...
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Analyst/Coordinator
The one complaint I have about CipherHealth is that they still don't have the dashboard for each...
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Analyst/Coordinator
CipherHealth could offer better support if they would actually call and talk to us about what is...
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Director
CipherHealth has been great. We weren't using them for certain things, and when we said we had a...
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Director
CipherOutreach is a tool that is very easy to use and configure. CipherHealth does a good job...
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Director
I have a direct line to the executives at CipherHealth. I have somebody assigned to me. We meet with...
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Analyst/Coordinator
CipherHealth has been good during the COVID-19 crisis. We have a monthly call set up with them, and...
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Analyst/Coordinator
CipherOutreach is a great way for us to get instantaneous feedback. It gives us something that we...
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Analyst/Coordinator
I would like for CipherHealth to add prompts to the system. For example, if someone hasn't rounded,...
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Analyst/Coordinator
We have a report for our ED rounds and a report for our inpatient rounds, but having a report that...
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Analyst/Coordinator
CipherOutreach is very user friendly. The small icons and widgets are helpful. If someone has...
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Analyst/Coordinator
The language component is very, very helpful. The system shows peoples' primary languages on their...
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Analyst/Coordinator
I like the questions that CipherOutreach has. We changed the branching mechanism for the...
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