findhelp (Aunt Bertha) Commentary
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Subject Expert
Benjamin Cassity
Research Director
Commentary Summary
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User Commentary
Operations
The ongoing training could probably be slightly improved. It is solid, but there is probably a...
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Loyalty, Product
The product has worked really well with our organization's integration and interoperability goals....
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Relationship
There are always ever-changing things we have to adapt to, but findhelp is good at adjusting as we...
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Value
For the cost of the program, it has delivered on what it has needed to. The vendor gives us really...
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Value
There are other platforms out there, so whether I would recommend findhelp's solution to a peer or...
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Operations
When it comes to the quality and effectiveness of implementation services and upgrades, there were a...
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Culture, Relationship
The vendor tries to keep all of their promises. There are a lot of big-picture ideas, but sometimes...
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Culture, Relationship, Value
findhelp used to avoid charging for every little thing, but that has been a big issue this year. We...
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Relationship, Operations, Product
The integration of the product had a delay of several months for us, and we had to get a higher-up...
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Relationship
We are so far along with the maturity of our partnership with findhelp that I have been able to lead...
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Culture, Loyalty
The product in general definitely works as promoted. But when we finally decided to go with certain...
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Loyalty
The ease of use for end user is one of the reasons why we picked findhelp as opposed to other platforms....
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Product
The whole point of the tool is to actually be able to connect to community-based providers, and I...
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Relationship
We have been in conversations with findhelp quite a bit lately trying to prove the tangible outcomes...
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Relationship
There are many resources on the platform in our area. Some organizations are listed where folks are...
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Product
I would like the vendor to make case studies more available. If other institutions publish some ROI...
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Relationship, Product
I appreciate where findhelp is in the policy realm as they're thinking about things like...
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Culture, Value
Then the vendor tried to make this augmented community collaborative where they were looking for...
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Product
The reporting is really fantastic. It works very quickly and efficiently, and there are a number of...
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Relationship, Product
The system is a pretty efficient tool to use within the EMR, and it offers opportunities to learn...
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Relationship
In my experience, when we launched this platform, we had a customer-success manager, then we had a...
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Loyalty, Relationship
Overall, the partnership has been great. findhelp was there to be a subject matter expert on their...
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Operations, Product, Value
The system has had a number of outcomes. This platform in itself had extremely positive results when...
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Loyalty, Relationship, Operations, Product
I was surprised that findhelp already had a network of community-based organizations in their...
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Relationship
findhelp has done really well at listening to feedback from their partners, being innovative, and...
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Product
There could be further integration within the EMR. There are greater interoperability goals, but...
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Relationship
In the beginning, we were having conversations with the vendor in silos, and there would be a...
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Relationship
When we first partnered with findhelp, we even asked them what barriers they had seen that we should...
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Operations
We have a diversity of stakeholders that we work with in the health sector. For example, with...
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Relationship
Where findhelp doesn't keep all promises is that there is just no strength in communication. We ask...
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Loyalty, Relationship, Product
Where I would love to see an improvement is in findhelp taking on more of a proactive effort to get...
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Operations, Product
findhelp's system is intuitive and easy to follow. We just put in our zip code, select the domain,...
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Relationship
findhelp is much easier to work with than another vendor of ours. findhelp is easier to connect...
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Product, Value
We have been using findhelp's system now for several years, and we have been steadily improving...
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Loyalty, Relationship
findhelp’s technical expertise as it relates to the integrations with Epic has been really valuable...
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Product
From a launch integrations perspective, there is no notification of upgrades because findhelp’s team...
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Relationship, Product
The product’s functionality works great for us, depending on a user's level of need based on the...
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Culture, Value
I agree that findhelp avoids charging for every little thing because that is kind of how their...
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Relationship
One thing that occurs regularly with findhelp is our customer support specialist changes often,...
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Loyalty, Product
We have been working toward a native integration with findhelp in Epic, which is our EHR. It has...
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Loyalty, Relationship
Before we even selected findhelp, we went through a process assessing similar organizations in this...
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Product
Integrating outside software into a health system is no small task. There are legal, compliance, and...
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Loyalty, Relationship
We are in a really good spot with the vendor. We are ahead of several other health systems because...
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Culture, Value
The system was inexpensive when we first started with it. I am grateful that we have been able to...
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Product
Integrating findhelp with a web-based directory was a game changer for us. We no longer have a...
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Relationship
It is hard for us to catch up with all of the smaller community organizations around us. I am sure...
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Loyalty
It will be interesting to see what AI does to the industry. We are learning together with the...
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Relationship
findhelp's customer support is fantastic. The vendor's people are very easy to email or connect with...
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Relationship
findhelp's executive involvement is terrible. We can reach out to the vendor's executives. I don't...
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Relationship
I would tell a peer who was considering findhelp that they are a great organization with a great...
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Relationship
My personal experience and the experiences of those who I have worked with have been that the people...
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Loyalty, Product
We have two groups of end users with findhelp. We have our internal team that uses our EHR to make...
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Loyalty, Relationship
findhelp is our technology partner for managing and curating a list of community-based organizations...
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Product
There is something that findhelp calls Native, and there is something else that they call Native+....
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Product
Our team finds the product difficult to use, but the patients find it easy. What is useful about...
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Product
We initially wanted to use findhelp to see whether patients actually got connected to resources when...
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Loyalty
We chose findhelp because a hospital we partner with also chose to use findhelp, and we didn't want...
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Relationship, Product, Value
If someone asked me about using findhelp, I would say that I don't recommend going through the...
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Loyalty, Relationship, Product
findhelp is trying to be an innovative vendor. They are participating with a health information...
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Relationship
As a vendor, findhelp is very good to work with. They meet with us frequently, and they are responsive....
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Product
The vendor could improve how easily findhelp integrates into other EHRs and how easy it is for EHR...
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Relationship, Product
findhelp is pretty easy to navigate. It has made things way easier than they previously were. The...
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Product
An outcome that we have seen from using findhelp is a lot more knowledge as to what resources are...
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Relationship, Operations
The team from findhelp is really supportive. They are very thorough and organized, and they have...
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Product
A really simple functionality we would like to improve is the back button functionality. We are...
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Relationship, Product
We want to support better communication back to the referring care team member. findhelp needs to...
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Value
findhelp is the most economical application I am aware of in this market. It is not as big a cost...
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Relationship
We have frequent operational touchpoint meetings with the vendor. It is not like we are calling in...
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Loyalty
The challenge here is now that we are doing this work and operationalizing it, we need to figure out...
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Product
findhelp has been really effective both in terms of our integration within our EMR and our clinical...
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Product
We want findhelp to put more priority on developing enhancements and features for their...
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Relationship, Product
findhelp has been a phenomenal vendor and a great partner to us. We have worked to make certain...
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Loyalty, Product
Hands down, we would buy this solution again. findhelp is exactly what we were looking for. It...
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Loyalty, Relationship
findhelp is not perfect, but I think we are with the right tool. We are with the most scalable,...
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Relationship
The thing I appreciate about findhelp is that when they are having trouble with something or...
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Product
I would like to see better EHR alignment and integration, but that is out of findhelp’s control. We...
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Relationship, Product
We are in a unique environment. We have findhelp's tool and similar products that are really more...
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Relationship
We have been able to share with peers about our work and partnership with the vendor quite a bit. I...
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Loyalty, Product
There have been conversations and meetings about having one product or process for our whole state...
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Relationship, Product
We integrated the marketplace side of findhelp recently, and that has been a new innovation. We have...
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Relationship
We have had the same findhelp community engagement manager since we started working with findhelp,...
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Relationship
We have a number of internal targets with the vendor that help us drive some payer contracts,...
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Operations
It would have been beneficial if we had had the vendor's trainers on-site. Our understanding of what...
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Product
Some of our end users aren't used to applications like findhelp. The system tries to be intuitive...
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Product
The product works appropriately. As we continue to develop our relationship with the vendor, there...
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Loyalty, Product
The product's functionality is getting better. We need to be able to pull reports directly instead...
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Loyalty, Product
We are working on integrating the system with our EHR, and there have been further developments with...
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Relationship
The vendor provides different services for things like broken links or adding new community-based...
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Operations
Training was conducted for our lead staff member who would be coordinating the process of adding...
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Loyalty, Product
If we were looking for a solution, I would need to check the market. I don't know what else is in...
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Product
What I like about findhelp is that the purpose of it is to connect people with social services. That...
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Relationship, Operations
The vendor has had a lot of employee turnover and knowledge transfer. So when we started out, we...
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Product
The product could be improved in terms of some of the technology. I'm used to seeing EMRs in a...
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Loyalty, Relationship
We previously used a different vendor, but we decided to transition to findhelp. I was not involved...
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Relationship, Product
I would tell a peer or friend considering findhelp that they are a great thought partner. They are...
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Culture
The findhelp team is very proactive. One of the big things that we appreciate about findhelp is that...
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Product
The number-one thing that would make the biggest impact for us is integration with our EMR. We are...
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Product
findhelp is getting into new markets and areas. The one thing that findhelp might need to think a...
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Product, Value
We have shared some things with findhelp that haven't gotten as much traction as we hoped they...
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Operations
findhelp has some structured engagements, tactics, and services that they offer to community-based...
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Relationship
I don't have any issues with or concerns about findhelp in terms of what has been advertised and...
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Loyalty
With findhelp, we are moving toward two-way interoperability. We don't just utilize the platform;...
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Loyalty
findhelp is constantly working on new upgrades and providing information to us. The newest version...
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Relationship
A lot of times, we would think that the burden of the sustainability of the program and the...
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Relationship
There has been a learning curve with findhelp, but overall, the best thing we have loved about...
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Loyalty
The thing that really sold our network on findhelp was its closed-loop referrals along with the idea...
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Operations
findhelp is a national program, so users have to know what is working in other places. That can be a...
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Relationship
I haven't seen instances of findhelp not keeping promises. We continue to work back and forth to set...
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Operations, Product
findhelp is very user friendly. It is mostly intuitive. I do a lot of training with our staff on how...
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Relationship
The findhelp team is very responsive to our needs. They are always available to answer our...
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Relationship, Operations
Sometimes, I have to problem-solve with people on my team. It should maybe be a little easier for...
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Operations
findhelp is always available to provide additional training, even to our community, on how to use...
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Relationship
findhelp is looking for different ways to support things like transportation through Uber Health. We...
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Relationship, Product
We have seen a lot of increased functionality and new features within the findhelp solution. We can...
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Product
findhelp should continue to improve the functionality and data available to us through the MySQL...
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Relationship
findhelp is very available and accommodating to our schedule, and we appreciate their willingness to...
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Relationship, Product
findhelp could have better communication with us when there are opportunities to pilot new...
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Loyalty, Relationship
findhelp is very receptive to feedback. They share their opinions in the social care space regarding...
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Product
One challenge with findhelp involves balancing national programs on their site with local and state...
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Loyalty, Product
The ability to have the system interoperate with other sites and platforms is on the horizon for us....
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Relationship
Our findhelp customer success manager is terrific. We have only worked with terrific people from...
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Product
findhelp's ease of use, tool quality, and platform features are really helpful.
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Operations
I would like more training for the system. That is something that could be added to our contract. A...
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Relationship, Product
findhelp's biggest drawback is that they are sometimes a bit slow to respond when we ask for edits....
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Operations
I haven't had much training from findhelp on how to use the system. The training that I have...
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Product
We have an internal findhelp platform that our associates have been able to leverage for resources....
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Relationship, Product, Value
Leveraging findhelp has definitely led to very positive client outcomes for those who have...
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Product
findhelp provides solutions and options for our clinical staff depending on their needs. We have...
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Relationship
findhelp's support team is fabulous. They are extremely responsive, very knowledgeable, and really...
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Loyalty, Product
One of the long-term goals that we have, which is also a goal of findhelp’s, is to have the...
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Product
Our team members, particularly the care management and community health teams across the enterprise,...
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Product
From a product integration perspective, our EHR tech teams know that findhelp is an easy tool to...
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Relationship
findhelp hosts a community advisory board where they release new product ideas or products and...
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Relationship, Product
In the last few years, findhelp has been working on building collaboratives of people who use the...
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Relationship
We have partnered with findhelp for a few years. They are excellent and have excellent customer...
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Product
From a functionality standpoint, one of the things we have noticed about findhelp is that we are...
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Loyalty, Relationship
findhelp is a wonderful partner, and they are certainly part of our plans. However, we will...
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Product
There are a lot of pros to utilizing findhelp. The platform is great at allowing individuals to...
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Product
One of the things I love about findhelp is the branded site available to community members. I like...
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Operations
The implementation process for findhelp was very seamless. The vendor’s staff was incredibly helpful...
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Product
The launch integration option in findhelp results in a lot of extra steps for our internal...
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Product
In findhelp, the data is very robust, and it is very easily accessible to me if I need to go in and...
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Relationship
With anything that findhelp ever does, they always send out emails. There is always correspondence...
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Relationship, Value
findhelp is an amazing resource and referral database, and it is nationwide. I have told people to...
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Relationship, Product
findhelp’s filter options are great and very user friendly. The only thing is that sometimes they...
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Product
The integration into our EMR is slow and difficult. That makes it hard for our teams to use the...
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Relationship, Product
From the perspective of our patients, findhelp is very easy, but from the perspective of our staff,...
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Loyalty
We have our contract for another couple of years with findhelp. Our goal is to see how much patients...
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Loyalty
We chose findhelp because another vendor we considered just had a database. To my understanding, it...
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Relationship
We have had a really good experience with findhelp as a vendor. They will join any meeting that we...
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Loyalty
I went into the process genuinely thinking that findhelp's tool could do some things that it can't....
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Relationship
The spirit of collaboration and the continuity of the working relationship we have with findhelp are...
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Loyalty, Relationship
The customer success team that I deal directly with is responsive. All I have to do is pick up the...
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Loyalty, Relationship
If I could be critical in any way, findhelp doesn't talk enough about the capabilities of the...
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Relationship
findhelp has been a name around our office for a long time, and we are glad to have a solidified...
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Loyalty
Right now, we are paying a reasonable amount for the service that findhelp offers. When we were...
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Loyalty, Value
The technology isn't where it should be for what we are looking for. If we wanted to go down the...
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Operations, Product
For general use, the product's ease of use is very good. For my purposes where I'm diving more into...
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Relationship
I don't think we have had any proactive communication. It is always us letting findhelp know when we...
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Product
To help the product drive tangible outcomes, there has to be a mix of solutions. There are some...
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Product
findhelp could do better at putting features front and center. For instance, the tool for...
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Product
findhelp has not kept their promises about product development and making the tool more user...
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Relationship
findhelp does well with community engagement and providing support to our local teams so that they...
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Value
findhelp is one of the more affordable vendors out there compared to the other vendors of SDOH...
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Relationship
findhelp has come to the table with us to design workflows and reports and to find data. They have...
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Relationship
findhelp reaches out to us constantly. We have regular huddles with the vendor. They do an...
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Relationship, Product
I would tell a peer that we are happy with findhelp. The community engagement piece has gone well....
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Relationship
I like working with findhelp’s team. It feels like we are problem-solving together. I have the...
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Relationship
We have a product manager we work with, and if we bring things to them, they usually have to ask...
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Product
There are some capabilities that we want, and I'm not sure that findhelp can do those. We are...
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Product
The only thing that we have challenges with is the capability to log referrals within findhelp. That...
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Relationship
findhelp is very responsive. The community engagement and community success manager we have we meet...
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Loyalty, Product
Looking to the future, we would like the capability to automate the assessment or match the...
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Operations
We have been very successful with findhelp, and it was very easy to implement their product and...
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Value
When we first contracted with findhelp, everything was included in our bundle, and it was lovely....
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Relationship, Product
findhelp has been delightful. We have made a couple of changes to our program, and findhelp has been...
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Relationship
As the vendor has been growing nationwide, it has been really good to have our local community...
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Relationship, Product
Because findhelp got out of the gates first, they have a lot of the bigger players already...
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Product
The only challenge with findhelp is that users have to be somewhat computer literate. Most people...
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Relationship
We are assigned a consultant from the vendor, and we have monthly touchpoints with them. Those...
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Relationship, Product
The system has a loop-closure functionality that enables community partners to close the loop on...
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Loyalty, Value
Right now, findhelp avoids charging us for every little thing, but they have had some conversations...
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Relationship
findhelp does well with their responsiveness when it comes to customer service. I would tell a peer...
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Relationship, Product
Getting information from the system into our EMR is one of our pain points. findhelp isn't the only...
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Relationship, Product
Something that makes us use findhelp's system instead of our EMR is that findhelp has local,...
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Product
One of my favorite things about the findhelp platform is how it lets community partners show up....
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Operations
We like to take the vendor’s training materials and rebrand them ourselves, but findhelp conducts a...
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Relationship, Product
Our organization is so big that sometimes we don't move as fast. findhelp, on the other hand, is...
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Relationship
I love findhelp. I find them to be the best partners out of all the different vendors that we have...
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Value
findhelp is certainly one of the most affordable options on the market. We have used other...
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Relationship, Operations
We have had a great customer success manager and a great community engagement manager from findhelp,...
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Value
findhelp's prices have been pretty reasonable. The vendor also allows us to talk through each of...
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Relationship
We have a project that we are working on that we thought we could do quickly with the vendor....
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Operations, Product
findhelp's ease of use could be a training component. Some of the feedback we have received from our...
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Relationship, Operations
At the onset of the system's implementation, we received a lot of executive involvement, but then...
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Relationship
There are a lot of things about the way that findhelp does business that I really appreciate. They...
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Loyalty
There are some product functionalities in development that we are waiting to make use of. I'm very...
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Product
The product is very aesthetically pleasing and intuitive for users, which makes training very easy....
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Culture, Relationship
Involvement with the vendor’s executives was expected from a sales perspective, but now that we are...
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Loyalty, Product
findhelp's product is really one of the best options available at this time. One of the things that...
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Relationship, Operations, Product
As one of the higher users of the platform, it would be helpful to have more guidance from findhelp....
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Relationship
Our management team gets support whenever we request it. That is extremely helpful. The vendor’s...
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Operations
I am quite satisfied with the training aspects. The findhelp team excels in the functionality piece,...
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Relationship, Product
findhelp is a wonderful product. My only complaint is that there are sometimes glitches, such as...
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Operations, Product
Navigating the product is super straightforward. Users catch on quickly. However, sometimes the...
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Loyalty, Product
findhelp is super helpful with regard to accessing and understanding available reports. They have...
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Relationship
It seems like there is a lot of turnover or shifts in positions at findhelp. Every few months, it...
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Relationship
The vendor’s executives are really quick. If I need a senior-level person, they bring that person to...
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Product
findhelp is a user-friendly platform; the public and private access, the language, and the search...
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Relationship
findhelp is collaborative with us as a payer-provider partner. All a customer needs to do is...
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Loyalty, Relationship, Product
The challenge that we have at times with the vendor is just with the timeline of addressing our...
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Relationship
The support for findhelp typically involves meetings. We meet with the support people, and we have a...
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Relationship
In terms of everyday support, findhelp has a suggestion button we can use if we want to correct a...
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Operations, Product
I find the system to be fairly intuitive, but everybody learns differently, and everybody adapts to...
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Product
Overall, I'm really satisfied with the product that the vendor delivers for us. My job is working...
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Relationship, Product
There have been little tweaks here and there to things in the findhelp system. In the last year, I...
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Product, Value
Things are going well with findhelp. I feel like we have gotten more into the swing of things. Our...
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Operations
findhelp trained me. They have had a lot of training opportunities. I feel comfortable using the...
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Culture
findhelp promoted a lot of close-the-loop stuff, and that isn't happening to the same extent as the...
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Loyalty
For where we want to be, we are on the right track for the most part. I am hoping my satisfaction...
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Value
We have a good rate for the system, so what we are paying is good. findhelp has avoided charging for...
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Relationship
The quality of findhelp’s ongoing support is high. The vendor is very responsive to us. Even if they...
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Relationship
The people we work with aren’t at an executive level. They are findhelp’s senior customer support...
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Product
findhelp doesn't necessarily tie into our SDOH screening. There is maybe some potential for that,...
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Product
To use findhelp, the staff has to open up something else and go through it. But I think findhelp can...
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Product
Our outcomes are the number of referrals and the number of closed loops. The numbers are still...
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Relationship
The level of engagement that we have with the findhelp team is great. We love the fact that we have...
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Relationship
We love findhelp; they are amazing. I do think that there are some things that could be improved on....
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Product
Since we have fully implemented findhelp, the feedback that we have often gotten from staff and the...
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Culture
The vendor originally sold us integration with our EMR, and I don't think we fully understood that....
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Operations, Product
If a client has the launch integration functionality rather than native integration, that requires a...
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Relationship, Product
We are trying to think creatively about how we can promote user engagement. One idea is to save...
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Relationship
On the community engagement side, it is great that findhelp has an open-source network and is...
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Operations
The go-live process went well with findhelp.
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Relationship, Product
There are a lot of things that sound great, like community coalitions, collaboratives that findhelp...
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Relationship, Product
Sometimes the things findhelp is proactive about are a bit silly. No one really needs the...
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Operations
findhelp’s training is too basic. They should know their clients. The vendor has a one-size-fits-all...
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Relationship
I have brought up concerns with our regional support person. I don't know whether there is going to...
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Product
I like the platform. It is very useful for what it is intended for. I have used a lot of different...
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Product
An area where the product can be improved is for there to be a user-friendly monitoring tool to help...
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