Cumberland Partial ITO (LinkEHR) Comments

 

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Current Time Inside Cache Tag Helper: 9/22/2020 6:13:03 PM and Model.EvProductId = 193863

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User Commentary

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Manager

People and Knowledge

Cumberland had really good follow-through. There was a client manager who did a really nice job. The...

Jun 2020
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Manager

Tools and Methodology

I struggle with other consulting companies. They come in as the experts, do the work, and then they...

Jun 2020
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Manager

Tools and Methodology

The vendor worked well with us, and the consultants were very knowledgeable about Epic. They have...

Jun 2020
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Manager

Relationship

The vendor's executives met with me and our executive team several times. Cumberland was very...

Jun 2020
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Manager

ROI and Cost

The vendor's rates were fair. Some vendors have a high hourly rate. Cumberland's rates were based on...

Jun 2020
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VP/Other Executive

ROI and Cost

I would recommend Cumberland because the most important thing that they provided to us was a skilled...

Jun 2020
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Director

Tools and Methodology

The talent is expensive. We want to keep the staff members that we have, and the vendor can take...

Jun 2020
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Director

Relationship

The vendor’s support during COVID-19 has been fine. The vendor has done some shadowing and ramping...

Jun 2020
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Director

People and Knowledge

So far, we have had excellent people. The vendor has pitched various people for managed services,...

Jun 2020
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Director

Relationship

The vendor looks ahead at the road map, and they really have an understanding of us and their...

Jun 2020
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Analyst/Coordinator

People and Knowledge

Cumberland has a lot of staff turnover. Unfortunately, that is one thing that hasn't changed since...

Jun 2020
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Analyst/Coordinator

People and Knowledge

Cumberland is able to manage basic things; they are very good at referencing the documentation that...

Jun 2020
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Analyst/Coordinator

Project Results

Our account representatives have been really good. We meet regularly, and they are very good at...

Jun 2020
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Analyst/Coordinator

Relationship

We had some discussions with Cumberland based on what we were anticipating with the virus. We did a...

Jun 2020
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Analyst/Coordinator

Tools and Methodology

It has been really helpful to have Cumberland. Working on projects, doing work with the information...

Jun 2020
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Manager

Tools and Methodology

Cumberland has really stepped up. They have been exceptional to work with. One of the things worth...

Jun 2020
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Manager

Relationship

Cumberland’s executive leadership is a strength. If I were rating the vendor from the top down,...

Jun 2020
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Manager

Tools and Methodology

Cumberland has helped move the bar for our metrics. I have compared where we finished last year to...

Jun 2020
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Manager

Tools and Methodology

Cumberland does a great job. I would give them a high score and rate them even higher on the support...

Jun 2020
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Manager

Tools and Methodology

Cumberland's core capabilities have always been with our core EMR enterprise vendor. When we chose...

Jun 2020
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Manager

Tools and Methodology

Cumberland is willing to bend over backward for the customer. We went through an exhaustive RFP...

Jun 2020
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Manager

Other Observations

I have done and continue to do analysis on our cost per contact and the metrics I track very closely...

Jun 2020
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Manager

Tools and Methodology

When our engagement with Cumberland ended, we decided to use another vendor. We did have a really...

May 2020
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Manager

Other Observations

During the onboarding, the vendor did not have the level of experience that we were expecting. The...

May 2020
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Manager

People and Knowledge

Because the vendor had some turnover and there wasn’t consistent support that we were getting, we...

May 2020
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Manager

Relationship

The vendor did not charge for every little thing. The vendor's support people were really open when...

May 2020
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Manager

Other Observations

At the end of our engagement, the vendor did try to make an effort to salvage the contract and...

May 2020
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VP/Other Executive

Project Results

We continue to use Cumberland's services because their resources have been helpful in the past with...

Oct 2019
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VP/Other Executive

Relationship

Cumberland exceeds our expectations. In the beginning, we were working out the relationship, so...

Oct 2019
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VP/Other Executive

Tools and Methodology

In terms of being strategic, Cumberland offers us performance improvement opportunities, and they...

Oct 2019
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VP/Other Executive

Tools and Methodology

We work with Cumberland on performance improvement activities, but I have not seen as much in that...

Oct 2019
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VP/Other Executive

Relationship

We have a very strong partnership with Cumberland. Even in the past when we have had challenging...

Oct 2019
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VP/Other Executive

ROI and Cost

Without a doubt, we have 100% return on investment with the work that Cumberland is doing for us. I...

Oct 2019
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VP/Other Executive

Relationship

Cumberland holds fast to our expectations on deliverables in regard to their service level...

Oct 2019
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Analyst/Coordinator

Tools and Methodology

For what we brought Cumberland in to do, they are managing as best as they can. I don't think they...

Aug 2019
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Analyst/Coordinator

Tools and Methodology

Cumberland uses our tools. I don't know whether they have their own tools that would make things...

Aug 2019
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Analyst/Coordinator

Relationship

We meet regularly with Cumberland. Our representative is very quick to respond to any feedback,...

Aug 2019
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Analyst/Coordinator

Tools and Methodology

One thing that has been a bit of a challenge is that there are constantly new people coming in and...

Aug 2019
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Analyst/Coordinator

Tools and Methodology

With Cumberland's high turnover, the new people aren't documenting certain things and are sending...

Aug 2019
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Analyst/Coordinator

Tools and Methodology

I don't understand why the Cumberland people haven't grasped certain concepts. Our representative...

Aug 2019
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Director

Project Results

Cumberland has exceeded my expectations. They monitor our application tickets and provide break...

Mar 2019
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CIO

Relationship

We have had an excellent relationship with Cumberland's executives throughout the projects we have...

Oct 2018
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CIO

Project Results

Cumberland hasn't performed perfectly. We have had small ups and downs, but those were because of...

Oct 2018
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CIO

Project Results

We want Cumberland's support to continue at the same level as it was before we started our project....

Oct 2018
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CIO

Project Results

Cumberland has met and exceeded our expectations. We expected to worry more about them.

Oct 2018
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CIO

People and Knowledge

There are struggles in any support environment. Most of the problems are with onboarding and ramping...

Oct 2018
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CIO

Tools and Methodology

Cumberland provided us with SLA reports, and the vendor was very transparent when they needed...

Oct 2018
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CIO

Project Results

We did field a couple of complaints from our end users, but they were fewer complaints than we would...

Oct 2018
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VP/Other Executive

Sales and Contracting

When we initially implemented Cumberland's services, I wasn’t involved in that decision. The...

Oct 2018
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VP/Other Executive

Relationship

LinkEHR has been engaged and supportive. I only had one conversation with Cumberland, but LinkEHR...

Oct 2018
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VP/Other Executive

Tools and Methodology

From a tools perspective, the vendor certainly has capabilities. The vendor can generate the...

Oct 2018
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VP/Other Executive

Project Results

Our experience with Cumberland has been really good, and I hope things continue to be good as we...

Oct 2018
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VP/Other Executive

Win/Loss - Why they were selected (by current clients)

We did a couple of service models based on whether we were going to do things internally or...

Oct 2018
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VP/Other Executive

Project Results

When we contracted with LinkEHR, we talked about some of the metrics that we were going to be...

Oct 2018
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VP/Other Executive

Project Results

We had multiple go-lives at the same time. One of them was challenging because there were a lot of...

Oct 2018
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VP/Other Executive

Relationship

I have appreciated the vendor's ability to be transparent and engaged. We have weekly meetings with...

Oct 2018
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VP/Other Executive

Project Results

We send a survey out for every incident that is created. We use a Likert scale from one to five to...

Oct 2018
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VP/Other Executive

Project Results

I have been involved with Cumberland for several years. They handle our ticket-managing process. We...

Oct 2018
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VP/Other Executive

People and Knowledge

Cumberland was able to hire some former Epic employees to help build their business. As we began our...

Oct 2018
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VP/Other Executive

Tools and Methodology

Cumberland has built standards that align with our internal standards because of our mutual working...

Oct 2018
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VP/Other Executive

Relationship

As we have been making adjustments to our contract and the services that Cumberland now provides,...

Oct 2018
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VP/Other Executive

Project Results

As part of our contract for performance improvement, we had a process that helped us focus on...

Oct 2018
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VP/Other Executive

Project Results

Currently, Cumberland helps us with break fixes, maintenance, and optimization. In the past, they...

Oct 2018
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VP/Other Executive

Other Observations

As we work on enhancement tickets, Cumberland could improve by helping us be more transparent about...

Oct 2018
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VP/Other Executive

Project Results

With Cumberland, we hoped to transition all the help desk work for break fixes, and they did that...

Oct 2018
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VP/Other Executive

Other Observations

There were some minor bumps. There was one issue surrounding the financial system, and the...

Oct 2018
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VP/Other Executive

People and Knowledge

Cumberland exceeds our expectations because they have a very dynamic liaison who we work with....

Oct 2018
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Director

Project Results

We use Cumberland in an effort to have efficiency in help desk support and to get expertise in...

Oct 2018
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Director

Project Results

Cumberland does very well. It is always difficult to train people to support products they are still...

Oct 2018
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Director

Future Outlook

We put out an RFP when we decided to add IP services, and we chose to stay with Cumberland. We also...

Oct 2018
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Director

Project Results

Cumberland is very effective at meeting our agreed-upon metrics. We are not measuring end-user...

Oct 2018
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Analyst/Coordinator

Relationship

We collaborate with our representative from Cumberland very well. We talk through email and meet...

Oct 2018
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Analyst/Coordinator

People and Knowledge

When we started with Cumberland, we were told that the people who would be supporting our Epic...

Oct 2018
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Analyst/Coordinator

People and Knowledge

Unfortunately, Cumberland has had a lot of turnover, so there has been a lot of starting over. There...

Oct 2018
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Analyst/Coordinator

Tools and Methodology

We had an issue where certain patients' vital signs weren't showing up in our application. The...

Oct 2018
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Analyst/Coordinator

ROI and Cost

It was much cheaper to hire LinkEHR than to hire internally. LinkEHR has met our expectations pretty...

Jul 2018
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Analyst/Coordinator

Relationship

I have a lot of great things to say about the new manager at LinkEHR. When we were really...

Jul 2018
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Analyst/Coordinator

People and Knowledge

We expected LinkEHR to provide us with support that was similar to the support we get from our...

Jul 2018
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Analyst/Coordinator

Project Results

We have first-call resolution metrics, and LinkEHR does a great job of meeting those. LinkEHR is...

Jul 2018
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Analyst/Coordinator

Project Results

We send out surveys that ask our end users to rate their satisfaction with LinkEHR, and we have...

Jul 2018
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