findhelp (Aunt Bertha) Commentary
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Subject Expert
Bradley Hunter
VP VBC and CORE
Commentary Summary
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User Commentary
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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Product
We would like the vendor to focus on creating and enhancing value from the perspective of a...
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Relationship
The vendor does some engagement with our community-based organizations, so that is good.
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Loyalty
One of the things we will need in the future is the ability for community-based organizations to...
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Loyalty, Relationship
Alignment with our EMR is one of the things that we are eager to see, and the vendor is working with...
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Culture
We signed a contract with findhelp, and everything was included in the scope of the contract that we...
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Relationship
Our team members find Aunt Bertha easy to work with. They like the ability to add community-based...
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Relationship, Operations
The product is relatively scalable. It is easy to teach people how to use the platform. findhelp has...
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Relationship
findhelp does a great job of recruiting people to this space who have a passion for the work, and...
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Product
The biggest pain point that I hear from others about findhelp is the challenge of keeping the...
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Relationship
findhelp is very proactive in terms of coordinating organizations like ours with others and setting...
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Loyalty, Product
One challenge with findhelp is that we need the documentation in the solution to translate into our...
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Loyalty, Relationship, Product
findhelp is coming up with things that will work more closely with some of our goals. They are...
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Operations, Product
findhelp is well designed and visually appealing. I haven't run across too many people who can't use...
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Relationship
When we have emailed somebody or submitted a request online, findhelp has usually responded really...
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Relationship
findhelp has very open lines of communication. They are constantly trying to make sure that we have...
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Operations
findhelp is easy to use. We don't have to spend a lot of time on training on how to use it, how to...
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Relationship
The findhelp team is very responsive. If we do encounter an issue, the vendor is very responsive to...
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Loyalty, Value
One of the barriers that we are coming across is getting the community on board with using the...
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Product
In terms of navigation, when we search for something that we are not really familiar with, findhelp...
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Operations
We don't necessarily avail ourselves to a lot of ongoing training, but the vendor has made it...
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Loyalty, Relationship
One area that findhelp could focus on improving is our experience with organizational strategy. That...
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Relationship
Things have gone very well with findhelp. They are extremely responsive. They stay a step ahead of...
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Relationship, Product
There are multiple services that do what findhelp does, and if someone else in the organization...
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Operations
findhelp is super proactive. Their training is super clear and very basic. It is not prerecorded...
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Loyalty, Product
findhelp is still in its infancy stage. We want to see more out of the system.
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Product
I would recommend findhelp to a peer who wasn't in the state market.
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Relationship
I have a counterpart on the vendor's side who communicates with me, and they are very willing to...
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Product
findhelp is user friendly for consumers to jump on and use. It is very easy to search the system....
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Product
We don't have a lot of new technology requirements, but if we want to integrate new things, findhelp...
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Relationship
We have regularly scheduled meetings with findhelp to solve problems and share ideas, and if we need...
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Relationship
findhelp is a great partner. They are very engaged and responsive. We enjoy working with them, and...
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Relationship
I want my peers to think about developing a partnership with findhelp and how it would impact the...
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Loyalty
I really like that the system allows us to send patients quick referrals to whatever resource is...
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Product
The product meets all of our needs. It works great out of the box.
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Relationship, Product
We have run into issues with the product's nonprofit use.
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Loyalty, Operations
The vendor's implementation process was very scattered. If the vendor's communication had been...
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Product, Value
findhelp's technology makes a lot of sense. That is its strength. I always tell people that using...
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Loyalty, Product
The vendor is always looking to improve the system's interface with our EMR. If we get an error...
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Operations
findhelp is great at offering training for people who are new to the system and people who have been...
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Relationship
There are always little bugs and issues in the system, and it can sometimes be difficult for us to...
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Product
findhelp is fairly intuitive to use for both providers and patients. The solution helps us connect...
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Loyalty
I have recommended the solution to others in my community. I will likely continue to recommend the...
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Loyalty
My overall satisfaction with the solution has the potential to go up in the next year. Everything...
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Loyalty, Product
I like findhelp because it is geared toward health systems and providers within a PHI and a HIPAA...
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Product
findhelp supports our interoperability goals. It is not perfect. findhelp doesn’t have all the...
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Operations, Product
The implementations have gone well. There are some functionality things that could be updated a...
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Operations
findhelp provides access to our team for training and ongoing support. To date, people have been so...
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Product
findhelp is fairly intuitive. The only thing that would keep the ease of use from being perfect is...
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Relationship
findhelp is building a vision for where the product needs to go, and I appreciate that. The vendor...
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Relationship
We have an account person, and I know who to call if I have a question. I can call an executive or...
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Product
I get asked why we use findhelp and not another product a lot. We use findhelp because it is the...
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Value
findhelp is very cost effective and health-system friendly compared to other systems.
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Relationship, Product
Sometimes, especially around integration, organizations have never been in the secure HIPAA space...
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Relationship
findhelp is good at meeting regulations, but sometimes the customer experience leaves a lot to be...
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Value
findhelp charges too little, and I think that has been one of their problems compared to other folks...
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Relationship
When findhelp rebranded, we didn’t get a new logo or information. We learned about the rebranding...
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Loyalty, Product
Things have been going better with findhelp than before. findhelp is definitely growing as an...
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Culture, Product
It takes findhelp quite a while to develop new functionality. They struggle to respond quickly. The...
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Product
findhelp has a pretty good member-facing or community-facing search function, which other platforms...
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Relationship, Product
findhelp has some applications that are pretty innovative. The vendor is trying to meet our needs....
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Product
We have a big focus on social determinants of health for our patients when they come into the...
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Value
We are a mission-based organization, so we have to manually hide the organizations listed in the...
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Operations
findhelp has gone above and beyond for us with the number of sites we have implemented the system...
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Relationship, Product
When I do a keyword search for something like rental assistance in the system, findhelp will give me...
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Product
We would like to integrate our EHR with findhelp, but we aren't thrilled with the way the system...
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Relationship
We usually work with our project manager to get the support that we need. That person is phenomenal....
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Relationship, Product
Things don't get done in the system as quickly as we would like them to, and sometimes, things fall...
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Value
My organization's budget is always at the very front of my mind, and I think that we pay too much...
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Relationship
I have been impressed by the vendor's willingness to partner with us when it comes to innovative...
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Product
We have reached a point in our maturity with findhelp where we need more integration services with...
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Relationship, Product
The social determinants landscape is constantly evolving. Our providers always want our technology...
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Relationship, Product
One of findhelp's competitors' platforms often controls the narrative with officials, community...
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Product
One critique I have for the product is the way reports are generated and then distributed. I would...
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Value
I would absolutely purchase findhelp again knowing a lot of the things that I have come to know...
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Product
We have closed-loop referrals integrated with our providers' workflow, and that whole channel is a...
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Relationship
We had an excellent relationship with the team working on our account. But when that team moved on...
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Product
Driving closed-loop referrals would be an enhancement to the product. Beyond just being a search...
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Relationship
The vendor does their best to keep promises. Sometimes they can't deliver on the technical aspects...
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Product
The vendor's network is robust and the tools are simple. They just haven't invested in anything to...
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Product
The findhelp product is sufficient for what we need. It provides a list of free and low-cost...
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Value
The findhelp product is much more cost effective than the vendor's competitors' products, and that...
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Relationship, Product
findhelp could try to clean up multiple or duplicate listings. The vendor could do a better job with...
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Culture, Relationship, Product
There are a lot of broad statements that the vendor makes that do not necessarily translate into...
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Relationship
There are some technical issues with findhelp that need to be addressed, and it has taken a lot of...
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