CipherOutreach
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Subject Expert
Adam Cherrington
Research Director
Commentary Summary
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User Commentary
One thing I have liked about CipherHealth from the beginning is their executive-level engagement...
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I have really appreciated CipherHealth's willingness to understand the behavior and profile of our...
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One thing I value about CipherHealth is that their costs are reasonable. I get value for what I am...
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I don't really see any room for improvement with CipherOutreach. In the context of the business...
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The training we got from the vendor was very simplistic, and there hasn't been a lot of ongoing...
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I can only think of a few times in the years we have had the product that it has gone down. We...
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There are some things I have the ability to pull in other products that I would like to see in...
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The system is very straightforward and simple to use. I would recommend it to others. I have spoken...
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CipherHealth has kept all of their promises. When we talk about timelines, the vendor is usually...
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During the implementation of the product, the project manager from the vendor organization was...
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We are definitely paying for a platform that provides us the ability to do the work. We aren’t...
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If I ever ask the vendor for anything, they are already working on it or have already thought of it....
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We believe that we have seen reduced readmissions by using the CipherOutreach calls, and the vendor...
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The automated calls are very simple, and we continue to refine them. If a patient takes the...
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We call the support team a lot, and CipherHealth is very helpful. I really appreciate that the...
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Sometimes, the patient gets confused with CipherOutreach and pushes the wrong button. I don't know...
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CipherOutreach is very easy to use for our end users. Sometimes, I use staff members who are on...
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I have had a great experience with CipherHealth from the initial encounter to today. There have been...
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The only pain we have had with the product has been in getting the files from us to the system. That...
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CipherOutreach is a great product, and CipherHeath is a great company to work with. The staff is...
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I don't think that my satisfaction with CipherOutreach will change over time. We have been with the...
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We have had some growing pains with CipherHealth because they were a small company, but they have...
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If an organization has a large group or several different units for an implementation, then there...
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It is important to spend enough time in the planning and staffing phase with CipherOutreach. The...
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When something goes wrong, we are the ones bringing it to CipherHealth most of the time. It doesn’t...
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There is very high turnover at CipherHealth’s executive level. There is no consistency.
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CipherHealth’s follow-through on their promises has improved greatly this last year. In the past,...
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I would buy CipherOutreach again every time. It filters out a lot of work for our management staff...
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CipherOutreach has helped us reduce readmissions. It also gives us an opportunity to make an HCAHPS...
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CipherHealth makes two-way communication very easy. They call patients back, or they text them a...
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CipherOutreach has a best-practice template with all of the most used questions and content. The...
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I wish that CipherOutreach would somehow deliver a note back to the patient of what was done. For...
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CipherHealth does a good job of not charging for every little thing. There are some charges that we...
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Training from CipherHealth just doesn’t occur. It would be great to have some virtual classes for...
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We don’t have any problems with CipherOutreach communicating with other products.
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CipherHealth has really come a long way in some areas since the beginning of the COVID-19 pandemic....
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CipherHealth's people have been a huge source of relief for us. When I get a text or an email from...
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When I refer people to CipherHealth, I tell them that CipherOutreach is very easy to use. It is an...
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When we try to implement new kiosks, our timelines sometimes get a little wonky, and then our...
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Sometimes, the representative that we normally work with gets a little overwhelmed. They have way...
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Our most recent implementation of CipherOutreach was excellent. The person who we worked with was...
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CipherHealth's training isn't always readily available. We sometimes have to coax and push to get...
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We do very well with CipherOutreach. It is a valuable tool for our patient experience. The tool is...
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The ability to correct issues in real time is important. The last thing we want is for someone to...
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I have never had an issue with CipherHealth. In all the years we have had this solution, I can...
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We have never had any issues with our CipherHealth contract. We have set up calls for different...
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We had to do some integration when we first got CipherOutreach and when we changed some things with...
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We have a strong relationship with CipherHealth and their executives. If everything stays the way it...
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CipherHealth will do one-on-one trainings, but typically, they just send out a video that we watch....
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The product has helped us decrease our patients’ length of stay and readmittances. We didn't measure...
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We always want more integration, meaning our staff members do not want to document and use...
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If somebody were looking for an outreach solution, I would recommend CipherOutreach based on my...
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We have met with the executives many times. They are very active. They joined different phone calls...
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In the beginning, we benefited a lot from the vendor sharing basic templates that we could review...
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We were looking for a solution that was a callback program. We didn't want to have to physically...
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CipherHealth was very attentive to us. They have had some staff turnover, and we have gotten some...
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The product gives us a lot of reporting data. I wish that that data were a bit simpler. We are...
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The questions in CipherOutreach can get lengthy, and people get tired of repeat calls. There isn't a...
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CipherOutreach is expensive, but it is worth it. I have recommended it to others already. I tell...
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There have been a couple of times when the vendor hasn't been very responsive, but for the most...
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We implemented the solution in several different areas. It is an easy system to implement. The...
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The solution's interface and prompts are really easy for our staff members to use. We can check on...
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We have seen the vendor grow and adapt over time. For example, when we started with the system, our...
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The system has a new format. When we identify that a patient needs a callback, we have a lot of...
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We have really improved our patient experience scores. I think that one of the key drivers of that...
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We have had a lot of different things that have driven our improvement, and CipherOutreach has been...
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The system's success all depends on the lead person for our account. We started off with a really...
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Our representative has worked to adapt our post-discharge phone calls to our needs, and our patients...
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This product is the best in the industry. The ease of use is better than anything else out there....
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I don't think that we are going to replace CipherOutreach. But I think that if we were given the...
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The automated voice part of CipherOutreach still runs into a few problems, but that is ultimately...
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One of the nice things about working with CipherHealth is how responsive they are to our inquiries....
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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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After a few months of employing the service, the vendor presented us with an outcome evaluation, and...
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There is a drawback to the system that is not CipherHealth's fault. That is because of the way that...
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Our CipherHealth contact is very responsive. They are quick to get back to us when they have an...
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I think that CipherHealth tries to charge us for every little thing. There is their voice module....
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We have just started to use the text-messaging part of CipherOutreach. I think that that will...
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I think that the solution is great for nurses who want to follow up with their particular programs...
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Things are going very well. Recently, we got a new customer success manager, and I am very happy to...
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CipherOutreach is working well. We have been able to reach a very large volume of our membership...
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We still struggle with our ability to reach unengaged populations. That is one thing we are...
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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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CipherHealth does a very good job with their scripts. We are very happy with their support people's...
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We definitely have seen a reduction in readmissions from using CipherOutreach. The product helps us...
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I would buy the product again because of the lower manpower drain on FTEs. The system allows us to...
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CipherHealth is working on some outstanding requests that I have, but they keep their promises....
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The contract clearly outlined when charges would be applied and what was included in the product,...
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I like the relationship I have with our customer success manager. We have regularly scheduled touch...
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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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For call documentation, we can't have both the dropdown and multiselect options so that the product...
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The voice-to-text translation still has some opportunities. It records our customers and then...
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Our customer success manager is having to do most of the training because the vendor's formal...
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I wish we had SSO capabilities. We have to reset our passwords too frequently. We have the links to...
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Bidirectional text is huge. The ability to marry both a robotic call and text into the same script...
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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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I use the support mostly for user access, and that is not intuitive. The vendor is always wanting me...
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We are really looking at our ROI on CipherOutreach to make sure that it is worth the investment....
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I have talked to people about CipherHealth. I have let them know what the software can and can’t do...
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CipherHealth is very straightforward for what they are. We know what they are going to do for us and...
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The best thing about the vendor is their responsiveness. I work with a lot of different vendors, and...
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The solution isn't expensive. I believe that the vendor charges by the number of beds, and that...
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Our ultimate outcome from the system has been our readmission percentage. I can't attribute that...
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We were extremely satisfied with CipherHealth’s support. We kept pushing the envelope because we had...
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The surveys don’t take that long for a patient to complete, and the issues are quickly identifiable....
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The staff just want to see how our organization is doing, and sometimes the dashboards are harder to...
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The volume of patients we have is outrageously beyond what any outreach staff could possibly get to...
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CipherHealth doesn't make promises, but they are always willing to work with us. They always follow...
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We have made a ton of alterations to both of our call programs and our questions. Every single time,...
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I have been a user and somewhat of a trainer to other users, and CipherHealth’s training has helped...
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We do have issues with CipherOutreach, but most of those issues are out of the control of...
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We would like it if we could integrate the documentation that we put into CipherOutreach into our...
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The CipherHealth system is wonderful with upgrades. We frequently throwing new ideas at the vendor...
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We have given the vendor feedback about the overall website lag. We have experienced that no matter...
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My only bone to pick with CipherHealth is on the support side. They are not the people that I talk...
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Our end users are automatically directed to us. They don't contact CipherHealth if they have a...
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Even though I am having a couple of issues, I am confident they will be resolved. I think we keep...
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CipherHealth has an opportunity to improve by showing us which question on the survey we are...
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We are completely satisfied. We really needed a tool that was going to support our efforts, and...
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I have been getting a little more frustrated recently. CipherHealth is trying to be responsive. The...
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I had the best user account manager. They were so on top of things. I had frequent calls with our...
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CipherHealth tries to avoid charging for every little thing. We were able to get additional...
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With the vendor’s proactivity, I would say that 90% of the time, I am reaching out to say something...
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We are very open and on the same page about everything with our CipherHealth contacts, and they are...
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CipherHealth is working on their end to give me some more advanced reporting based on needs that I...
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CipherOutreach is great because it allows us to design custom call scripts for the patient groups...
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CipherOutreach sends a call to whatever phone number a patient has given us. I was very skeptical at...
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CipherHealth will push reports to us. When a patient says that they want a live call back, we can...
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We have been very pleased with the assistance that CipherHealth has provided in getting our...
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The start-up process was excellent, and we received excellent help from the vendor's people. We had...
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We haven't had significant pain points with the rollout of calls to cohorts of patients. Whenever we...
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We already had a longstanding relationship with CipherHealth around rounding, so when we were...
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The product is easy to use. There are certainly some financial outcomes that have been driven...
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I would give others a cautionary recommendation. People should really know what they are getting...
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We have made the decision to terminate our contract with CipherHealth. At the time we started using...
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We saw a definite increase in our patient satisfaction ratings, and that was one of our goals in...
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Knowing what I know now, I would buy CipherOutreach again if the circumstances were the same. We...
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The implementation went really smoothly and really well. CipherOutreach is an easy program to use...
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When the vendor first came to talk about what the overall system could do, they covered a lot that...
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Integration was difficult. We had to manually import or export our staff lists because integration...
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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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CipherHealth’s support has been absolutely great. If I contact the support team, they respond very...
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The ease of use with CipherOutreach for patients depends on the language. Some people get confused,...
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CipherHealth’s delivery of new technology has definitely gotten better, but we could use more robust...
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I don't really hear from any executives at CipherHealth, but I don't need to. I hear from the...
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We are always happy to speak with other organizations about our experience. The product blew us...
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I would tell my peers to really engage with the CipherHealth team and pitch and feed ideas to them...
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CipherOutreach is a system that helps us do things. A while ago, we recognized that there was a huge...
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If I were to call CipherHealth and ask to speak with their CEO or another leader, I think that they...
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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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CipherOutreach isn't sold as being interoperable. However, the vendor keeps promising to integrate...
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We run multiple outreach programs, and sometimes, patients will be dropped out of one outreach queue...
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When the COVID-19 pandemic hit, the vendor dropped everything to help us set up some urgent outreach...
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CipherOutreach is pretty easy for our patients to use, but our providers have to log out of our...
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The solution's functionality is fine for some things. Our patient notifications are pretty basic,...
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The vendor's support people are pretty good. They are very responsive. They don't always get back to...
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Whether I would recommend CipherHealth to a peer would really depend on what the peer needed. I like...
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We aren't sure whether this product will be part of our long-term plans right now. We are currently...
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CipherHealth tries to keep their promises, and they have good intentions. I like working with them....
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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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We have had some issues with the product. At one point, we changed some things in our system, and...
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Overall, the solution's integration went really well. We were able to get information to flow back...
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At one point, we switched up our contract with CipherHealth to allow for a little more control, but...
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The system that we have integrated with CipherOutreach works great. Our hope is that the vendor will...
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We have been very lucky with our CipherHealth success manager. They are fantastic, energetic, and...
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CipherHealth has a tremendous amount of data, and they have analysts with quite a bit of experience...
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We are trying to interact with patients through CipherOutreach to make the consumer experience...
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Anytime we have needed to make changes or adaptations to simplify CipherOutreach for our frontline...
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I would purchase CipherOutreach again. We have a flat rate, and CipherHealth does everything for us....
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From CipherHealth’s CEO down to all of the people we work with regularly, they have all been very...
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CipherOutreach is a great system. We love it. It does what it is supposed to do, though it is a...
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