GetWell Inpatient
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Functionality and Upgrades
We have been really unsatisfied with Get Well for several years now because of the slowness of the...
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ROI / Cost (care and feeding)
Nurses and clinicians get frustrated when going through GetWell Inpatient. Their biggest frustration...
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Functionality and Upgrades
Interactive patient systems are incredibly beneficial; there is a lot we can do with them. However,...
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Other Observations & Comments
Patient education with GetWell Inpatient has a low value on our ROI. Get Well really pushes...
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ROI / Cost (care and feeding)
Our return on investment for GetWell Inpatient is the distraction it provides. We can put an IV in...
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Sales and Contracting
Get Well is a vendor that feels like a used-car salesperson. We have to go through every contract...
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Service and Support
Get Well advertises that they always have support for us and are always there. When COVID-19 hit,...
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Service and Support
To develop things in GetWell Inpatient, we have to come up with solutions. When we come to Get Well,...
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Functionality and Upgrades
GetWell Inpatient is pretty easy to use and navigate. The only problem that we have seen with its...
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Functionality and Upgrades
GetWell Inpatient is not available in many different languages. It is basically just in English and...
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Relationship
Get Well’s upgrades can screw things up for us, but I feel like Get Well is more receptive and...
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Service and Support
Get Well has people that are amazing to work with, and even as they switch the people who we...
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Relationship
The support people are very helpful. But unfortunately, I believe Get Well has had a lot of changes,...
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Relationship
The original implementation was excellent. Get Well was very involved and very helpful. We really...
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Implementation and Training
The initial training was excellent. The ongoing training is minimal.
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Technology
Younger patients find that the technology is not up to speed, and they sometimes give us suggestions...
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Relationship
The vendor’s executives make themselves available in meetings, and if I really felt the need to...
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Functionality and Upgrades
If some of the technology were improved, the product would be more useful for the nurses, and...
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Functionality and Upgrades
Unfortunately, the videos really need to be updated. I don't know whether there are videos available...
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Interfacing and Integration
We have been on the platform for a while. Our patients and staff are used to the product. We have...
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Functionality and Upgrades
Get Well does deliver on what they agreed to do. However, we are not always aware of all the...
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ROI / Cost (care and feeding)
Costs are spelled out in the master agreement in terms of the modules and things that we have. We...
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Interfacing and Integration
We love GetWell Inpatient because its competing products aren't as mature as it is. Our organization...
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Relationship
We can meet with Get Well's executives, and the vendor's directors will present data to us and talk...
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Service and Support
We appreciate that Get Well stayed connected to us during our relationship with them. We invested in...
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Relationship
There are different features that have not yet been deployed. With changes in different leadership...
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Functionality and Upgrades
Our biggest struggle with GetWell Inpatient is its ease of use. The system's keyboards are easy to...
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Implementation and Training
Patients access the product using pillow speakers, and that makes things very challenging. We have...
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Relationship
Get Well knows that they have had many problems for a long time. Get Well has been very poor with...
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Implementation and Training
Our analysts had to do all their own training. Ironically, we had to do several hours of training...
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Functionality and Upgrades
GetWell Inpatient is not intuitive for our end users, and it is clunky. People have to do a lot of...
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Other Observations & Comments
Get Well's product has great ideas behind it, but we haven't been able to optimize the product. We...
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ROI / Cost (care and feeding)
We can upload some of our own videos to the solution's network, but there is an extra cost for that.
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Functionality and Upgrades
Whenever we have patient education information that we want every patient to know, we end up...
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Service and Support
Get Well doesn't proactively look for issues or ways to help their clients. The vendor is reactive.
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Functionality and Upgrades
There are some things within GetWell Inpatient on the staff side that are not intuitive, like how to...
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Functionality and Upgrades
GetWell Inpatient is very easy for our patients to use because it is perfectly adapted for young...
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Functionality and Upgrades
GetWell Inpatient is a technology-forward product. Our older population isn’t very comfortable with...
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ROI / Cost (care and feeding)
Get Well doesn’t charge for every little thing. A lot of times, they don’t even charge for the...
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Relationship
Our account manager is absolutely fantastic and seems to know more than they should know at their...
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Service and Support
I am very happy with Get Well’s services as a whole. When I need support, I reach out to my account...
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Interfacing and Integration
GetWell Inpatient isn’t fully integrated with our EMR yet, so we have to do a little more work to...
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Implementation and Training
Get Well’s training has been great. The vendor is really responsive.
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Other Observations & Comments
I wouldn’t buy GetWell Inpatient again. The product is incredibly expensive, and we have low...
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Service and Support
We had a technical issue with GetWell Inpatient that I spent way too much time on. It seemed like...
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Other Observations & Comments
Get Well’s initial training was absolutely fantastic. The ongoing training is really not their...
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Functionality and Upgrades
GetWell Inpatient is perfect. We are dealing with one technical issue, and the vendor is working on...
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ROI / Cost (care and feeding)
GetWell Inpatient is baked into a smart TV platform, and it has completely changed the support model...
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Interfacing and Integration
GetWell Inpatient’s integration with our EMR is excellent. Get Well has been able to build...
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Lessons Learned
GetWell Inpatient is a fantastic product. The costs are very high, but if an organization can throw...
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ROI / Cost (care and feeding)
GetWell Inpatient is really hard and confusing to use. People don't know what the content is, and...
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Future Outlook
There is definitely an interest in getting more things to happen with GetWell Inpatient, so the...
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Implementation and Training
Our initial training was terrible. The training felt nonexistent and was not tailored. I got a stack...
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Service and Support
Get Well’s support team has tried desperately. I have regular meetings with the support team where...
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Functionality and Upgrades
Education has been GetWell Inpatient’s best strength. Sometimes it is hard for patients who are here...
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Other Observations & Comments
For a long time, our nurses and clinicians had to log in to a separate portal, and that added to the...
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Service and Support
The vendor tries to keep their promises. With any vendor, there will be times when the client and...
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Functionality and Upgrades
Sometimes, the metrics that the vendor says are easy to show are not always easy to show in the way...
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Relationship
The immediate individuals that I work with from the vendor are great, but I don't necessarily think...
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Functionality and Upgrades
We have tried to utilize the product in the patients' rooms, but we have some patients who don’t...
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Functionality and Upgrades
I definitely like that the product has education up front and that it is interactive. Patients can...
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ROI / Cost (care and feeding)
We have talked about adding things to make the product easier, and the vendor has told us that those...
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Functionality and Upgrades
We will be reevaluating GetWell Inpatient. Currently, there is really no vendor that can support the...
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Service and Support
I have been really happy with Get Well’s customer service and tech support.
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Functionality and Upgrades
We have some elderly patients, and many of them struggle with the interface because they have...
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Technology
GetWell Inpatient was our main purpose for going with Get Well as a vendor. They are an experienced...
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Interfacing and Integration
We are missing some key integrations that would really help our nurses and providers integrate...
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ROI / Cost (care and feeding)
Get Well avoids charging unfairly. They have been pretty flexible during the pandemic, and all the...
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Lessons Learned
Some of our gaps in outcomes come from struggling to get back to seeing GetWell Inpatient as more...
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Relationship
The team for GetWell Inpatient seems to be a little more proactive than the teams for other Get Well...
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Service and Support
GetWell Inpatient wasn’t working well because of some internal factors in our organization. We let...
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Service and Support
Get Well is specifically good at supporting us. Our client service manager is very willing to...
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Functionality and Upgrades
GetWell Inpatient is easy for families and staff to navigate. It has good, flexible content, and we...
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ROI / Cost (care and feeding)
Sometimes Get Well overpromises things that they are unable to deliver on. They have good intentions...
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Implementation and Training
Get Well could improve their implementation and training. I would like some sort of documentation...
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Functionality and Upgrades
Get Well has gaps in what they offer for ambulatory services. I would like them to offer more in...
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Technology
Prior to the pandemic, the technology we used behind the TVs was reaching the end of its life, so we...
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Functionality and Upgrades
I would like to have a better GUI. There are so many different layers of Get Well's system, so it is...
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Functionality and Upgrades
I think nurses and clinicians can probably figure out the navigation a bit more easily than our...
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Relationship
Get Well is asking for more executive involvement, and I think that is a very good move on their...
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ROI / Cost (care and feeding)
Get Well helped us create a program, which is helping our very vulnerable patients at discharge and...
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Service and Support
Like any business, Get Well had to make a lot of changes during the pandemic. But I think Get Well...
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Service and Support
We use Get Well's help desk. All our clients, staff, and patients call Get Well when there is an...
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Functionality and Upgrades
On the back end, Get Well hasn’t had a tremendous number of updates, and the front-end interface has...
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Service and Support
Get Well is an okay company to work with. The phone support is very good, and the vendor is responsive....
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ROI / Cost (care and feeding)
The cost of Get Well’s contract is lower now than it was in our previous renewals. The vendor saw...
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Functionality and Upgrades
GetWell Inpatient is pretty easy to use and fairly intuitive for the patients. There are a couple of...
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Interfacing and Integration
GetWell Inpatient’s ease of use for clinicians really depends on the organization and how they have...
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Interfacing and Integration
We used to have an EMR that had full integration with GetWell Inpatient, and that was amazing. We...
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Technology
Our parent organization’s strategy is to get us on a product from our new EMR vendor; however, we...
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ROI / Cost (care and feeding)
The cost of maintaining the equipment for GetWell Inpatient impacts our ability to fully receive our...
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Technology
Our patients, who live in rural areas and tend to be older, struggle to use GetWell Inpatient. The...
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Functionality and Upgrades
The ease of use for clinicians is about learning and using the system, getting familiar with it, and...
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Relationship
Early on, Get Well’s promises did not equal the return on the investment or impact they said the...
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Future Outlook
Get Well’s product is patient centered, and that is why we have tolerated all the product's problems...
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Implementation and Training
Get Well has a ton of new technologies; we just don’t have the ability to implement them....
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Relationship
Get Well’s support team is okay. As humans, they are really nice. I really like them, but getting...
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ROI / Cost (care and feeding)
Get Well doesn’t just charge us for every little thing; they milk us. They nickel-and-dime us as...
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Sales and Contracting
Any time we need an additional license for GetWell Inpatient, we have to make an amendment to our...
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Service and Support
Get Well requires us to go around and validate things, and that takes a lot of time. Then we have to...
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Functionality and Upgrades
GetWell Inpatient has been able to do most of what we wanted it to do.
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Technology
The product is not uncomplicated, and some of the older technology is a little confusing. Not...
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Functionality and Upgrades
We have to log in some extra times in the system in order to input things like goals, so the system...
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Relationship
Get Well tends to talk around ideas that don’t ever come to fruition, but if the vendor makes a...
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Functionality and Upgrades
GetWell Inpatient is my baby. I love the system and I can’t imagine our workflow without it. It is...
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Lessons Learned
If patients are introduced and oriented properly to the system, then GetWell Inpatient is easy. It...
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Functionality and Upgrades
Get Well needs to focus on their reporting because their reporting is horrible. They could do a...
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Implementation and Training
Since the pandemic, Get Well’s training has suffered a bit.
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Service and Support
Get Well is always delivering new technology; we are just so late in adopting it due to internal...
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ROI / Cost (care and feeding)
When Get Well was starting out and they were a smaller company, it was easier to work with them in...
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Other Observations & Comments
We would like continued upgrades and continued ease of use from the application for the families...
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Functionality and Upgrades
The product provides education for the patients, so we don’t have to wheel the TV in to show the...
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Service and Support
The experience is still phenomenal. Our patients and staff enjoy the product, and the education the...
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Functionality and Upgrades
Patients know that they have to do education when they are here, so they enjoy the product because...
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Lessons Learned
There is so much more that we can do with GetWell Inpatient. I wish we had the bandwidth and...
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Functionality and Upgrades
I can’t imagine that we are not going to have GetWell Inpatient in the next several years because it...
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ROI / Cost (care and feeding)
When GetWell Inpatient is used as it is intended to be used, it is really a helpful tool that will...
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Functionality and Upgrades
One of the biggest outcomes that we have seen from GetWell Inpatient has been consistent patient...
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Lessons Learned
For our specific patient population, we have to come up with different adaptations, such as...
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Sales and Contracting
GetWell Inpatient is not a cheap system, but the vendor is very transparent, and the cost is an...
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Implementation and Training
Get Well utilizes different platforms for training. The initial implementation training was on-site,...
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Interfacing and Integration
Get Well has one of the more interoperable platforms. They do a really good job of integrating their...
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Relationship
We have a really good relationship with Get Well. They are very trustworthy and responsive, and they...
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Relationship
In acquiring HealthLoop, the vendor’s model became much more flexible in areas where they had...
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ROI / Cost (care and feeding)
While we pay a handsome fee for the system, we have so many points of interaction with Get Well that...
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Functionality and Upgrades
A lot of the ease of use has to do with the mental and clinical status of the patient, but we have...
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Functionality and Upgrades
People that work for companies like Amazon, Meineke, or Nordstrom understand consumer marketing and...
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Service and Support
Get Well seems to be a bit relentless in staying abreast of better things. The vendor has an upgrade...
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Other Observations & Comments
As we are coming out of the pandemic, we are all getting back to the basics and recognizing that...
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Interfacing and Integration
The vendor has integrated the product with our EMR so that the product can support what our nurses...
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Technology
We want a fully deployed mobile option. With a keyboard, sometimes a human is required to bring the...
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Other Observations & Comments
We do not get a lot of patient engagement with the product. The patients would rather watch TV than...
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Functionality and Upgrades
We have heard a lot of complaints from the nurses that the product is not user friendly. There...
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ROI / Cost (care and feeding)
We don’t use all of the beds within our facility, and Get Well charges us for each bed. That did not...
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Implementation and Training
The vendor offers a variety of options for training, such as on-site training, training via Webex,...
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Relationship
Get Well is ahead of things, and they let me know when things are happening or if the interfaces go...
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Functionality and Upgrades
The product provides easy-to-use and easy-to-manage healthcare information for both the patient and...
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Functionality and Upgrades
The outcome of the product is that we have definitely seen patient satisfaction increase over time....
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Functionality and Upgrades
GetWell Inpatient integrates the fundamentals of care experience into an easy-to-use product that is...
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Functionality and Upgrades
Some of our other products are a little sensitive or complicated, but Get Well has provided...
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Relationship
My client service manager from Get Well is amazing. That person knows the product inside and out and...
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Functionality and Upgrades
There is a gap between GetWell Inpatient’s reporting mechanism and the data. I requested to have a...
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Technology
Having to use a remote to navigate the platform is a little challenging for our older patients. The...
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Interfacing and Integration
I don’t see us getting rid of GetWell Inpatient. The product is embedded within our organization. It...
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Functionality and Upgrades
GetWell Inpatient is not able to leave out certain data points that I don’t need. The raw data shows...
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ROI / Cost (care and feeding)
Get Well doesn’t charge us for every little thing. I dove deep into the contract for our hardware...
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Functionality and Upgrades
There is an administrative back-office tool within the software called the management console that...
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Other Observations & Comments
With the ongoing training, we are doing a train-the-trainer model. My staff is continuing to train...
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Relationship
When we were looking into GetWell Inpatient, the vendor promoted some things that weren’t released...
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Functionality and Upgrades
Patients have set options for feedback, and I would like it if there were a fourth option in which...
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ROI / Cost (care and feeding)
Patients receive a pillow speaker and a keyboard, and they can use an app to control the volume. The...
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Functionality and Upgrades
GetWell Inpatient is built into our computer system. We have an order set, and we actually have...
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Functionality and Upgrades
The upgrade of the content was seamless. The staff didn’t even notice the difference because they...
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Lessons Learned
My recommendation to a peer is to make sure that they have talked to the vendor about the logistics...
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Other Observations & Comments
We actually get a little too much support from Get Well. We have asked the vendor to back off a...
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Functionality and Upgrades
Get Well reaches out and tells me the current things, and the update had new things that people were...
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Service and Support
We have a person that has been assigned to us as a coordinator, and that person actually has someone...
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Functionality and Upgrades
Get Well's network product is innovative and if used correctly can save clinicians time. The product...
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Interfacing and Integration
The tool is very clunky because it doesn’t connect to our EHR system very well. Nurses can’t just be...
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Other Observations & Comments
Patients don’t seem to be interested in engaging with the solution. They just want to watch TV.
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Relationship
Overall, my experience with Get Well has been positive. My biggest issue with Get Well is that they...
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Service and Support
Get Well is more of a vendor than a partner, but they do seem willing to work with us in certain...
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Functionality and Upgrades
I don’t think there is anything else that compares to GetWell Inpatient on the market. That is...
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Functionality and Upgrades
GetWell Inpatient has been a wonderful resource. Like any other interactive patient-engagement...
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Lessons Learned
I would want others to know that the solution exists. I would also tell others that one challenge...
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Interfacing and Integration
GetWell Inpatient gives us the ability to order education in our EMR system. That order flows...
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Functionality and Upgrades
Our staff likes the education library in GetWell Inpatient. The library provides over 500 videos,...
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Relationship
GetWell should provide what they said they were going to provide in terms of how the product is used...
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Lessons Learned
We have problems with getting nurses and everybody to order the education and to prompt the patient...
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Functionality and Upgrades
GetWell Inpatient could be more user friendly for elderly patients. The keyboard and the call bell...
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ROI / Cost (care and feeding)
It costs a lot of money to integrate GetWell's product with our EMR and network. It has proven very...
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Implementation and Training
Get Well could do better with their communication. We have had issues in the past with having to...
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Functionality and Upgrades
GetWell Inpatient is a great application for families and patients. The children love the system....
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Functionality and Upgrades
We would like to see a way to do a follow-up or have built-in reminders. We need to figure out a way...
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Functionality and Upgrades
The product is a pretty solid system. Get Well is getting pushed a little by industry trends, and...
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Service and Support
We don't use the web support. The phone support is pretty decent. The people will usually escalate...
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Functionality and Upgrades
I like the product and the company. We have recommended the product to other hospitals and our...
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Functionality and Upgrades
The system is functioning exactly as we want it to, so the product is meeting our needs. Generally,...
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ROI / Cost (care and feeding)
We are a little dissatisfied by the fast turn of technology. TVs in the hospital used to stay in...
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Service and Support
The service is definitely proactive. The vendor monitors our system 24/7/365. We have meetings with...
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Functionality and Upgrades
The product is pretty easy for patients. The interface is designed specifically to be easy to use...
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ROI / Cost (care and feeding)
The initial up-front cost for the product is tremendous. But once someone has the subscription, the...
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Service and Support
For the implementations, the vendor has been really accommodating for us, especially with the number...
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Implementation and Training
In the past, if we ever wanted training, our representative would just come on-site and do the...
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Interfacing and Integration
Everything with integration has been limited because of our side. The limitations are not because we...
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Relationship
Our time with Get Well has been fabulous, especially with our full-time implementation manager...
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ROI / Cost (care and feeding)
Our nurses have seen improvement, so they think the product is very valuable. It has helped...
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Implementation and Training
Some staff members have received interactive training. We have heard that other facilities don’t...
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Service and Support
The vendor has been supportive. Their client success manager role is well designed and executed. Our...
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Implementation and Training
We used to have an on-site customer success manager. GetWell network is trying to backfill that...
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ROI / Cost (care and feeding)
Our costs were built into our contract with the vendor ahead of time. If we asked for new equipment,...
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Functionality and Upgrades
Some of our systems have occasional outages, but we haven't had outages with GetWell Inpatient. The...
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Sales and Contracting
Get Well initially implied that we could get more granular notifications in the product than we can....
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Functionality and Upgrades
I have heard some feedback from the nurses that the system isn't quite as easy to use as they...
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Service and Support
Most of the vendor’s communication has been by email rather than by phone, but the vendor has been...
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ROI / Cost (care and feeding)
Occasionally, the vendor collects data and sends us a report to show how we are getting our money's...
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Future Outlook
In our meetings with the vendor, some of their people were active and had a lot of great ideas. That...
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Win/Loss - Why they were selected (by current clients)
We looked at various products, and Get Well demonstrated their product's functionality, back-end...
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Implementation and Training
Our rollouts were affected and delayed by the pandemic. Our internal staff who was involved in the...
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Functionality and Upgrades
Get Well should make it easier for new content to be added. We have contracts with other vendors,...
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Relationship
GetWell Inpatient is a great product for the money. The vendor has actually been very generous with...
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Functionality and Upgrades
The layout and the language in GetWell Inpatient are easy to navigate. I love the prompts that...
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Relationship
Our Get Well representative is absolutely phenomenal. Without disparaging the person who held the...
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Implementation and Training
We weren't able to do an in-person orientation for the system. I don't think that our clinical staff...
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Relationship
Every company is short-staffed and stretched too thin right now. It sometimes takes time for the...
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Other Observations & Comments
Get Well has new technology, but we have chosen not to purchase it because of financial constraints.
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Functionality and Upgrades
Get Well has spent about 20 years making this product usable for patients. GetWell Inpatient is a...
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Functionality and Upgrades
GetWell Inpatient isn't complicated for patients who are semi-tech savvy, but the first time that...
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Relationship
In general, GetWell Inpatient has a lot of capabilities. The vendor has been very honest with us...
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Lessons Learned
We had some hiccups with our integration, but a lot of those were because of the way that things...
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Relationship
The vendor is constantly pushing toward new, shiny things. But customers who have been with them for...
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Service and Support
Our questions are supposed to go to the vendor's teams that will know the answers. That is a rocky...
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Future Outlook
GetWell Inpatient probably isn't part of our long-term plans. That really depends on how competing...
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ROI / Cost (care and feeding)
The vendor charges us for every little thing. GetWell Inpatient is one of our largest contracts, and...
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Service and Support
GetWellNetwork’s customer service is spot on. I have a client relations person that we regularly...
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Relationship
When I started working with the system, I felt like GetWellNetwork took good care of us. They taught...
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Functionality and Upgrades
Our frustration with Get Well is that we can’t update things within the solution. It is not very...
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