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Commentary Summary
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User Commentary
Director
Service and Support
We are not making any changes to Merge Hemo, but that is an area that we want to be aware of. There......
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Director
Technology
Overall, we are pretty happy with Merge Hemo. The solution is scalable and stable.
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VP/Other Executive
Functionality and Upgrades
Merge Hemo is stable, easy to use, and a good solution. It seems to be the best available. That...
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Director
Service and Support
The vendor has been wonderful in terms of support, especially during COVID-19. Even though they...
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Manager
Functionality and Upgrades
I really haven’t had to touch the system, so it has been working without issues during COVID-19....
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Director
Relationship
Merge Hemo is a product we are very happy with. We have such a good, strong relationship with IBM...
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VP/Other Executive
Service and Support
If I had to buy something again, I might look at something different for hemodynamics. We have just......
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VP/Other Executive
ROI / Cost (care and feeding)
The vendor doesn't keep their promises. When we want something to be fixed, there is an extra...
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VP/Other Executive
Implementation and Training
I wish the vendor were more proactive about providing training. There is sometimes an additional...
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VP/Other Executive
Relationship
The vendor has gotten a bit better at ongoing support. I have been escalating things quite a bit....
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VP/Other Executive
Technology
When the product functionality works, it isn't bad. The vendor is behind on delivering new...
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Director
Interfacing and Integration
We have had Merge Hemo for so long, and the integration into our workflow and everything has been...
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Director
Functionality and Upgrades
There are some things missing from Merge Hemo that I have been looking at in different systems. I...
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Analyst/Coordinator
Service and Support
When there is an issue that needs to be escalated, IBM Watson Health involves someone higher up....
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Analyst/Coordinator
Service and Support
There were no issues whatsoever with IBM Watson Health's support during COVID-19. Our phone calls...
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Analyst/Coordinator
Functionality and Upgrades
Merge Hemo is okay. It has some issues, but it also has its advantages. We are working through the......
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Manager
Interfacing and Integration
Recently, we had a couple of issues with Merge Hemo. That relates to the way that it pulls over some......
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Manager
Service and Support
The vendor's support has been good when we have needed it. We haven't needed it a lot. IBM Watson...
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Manager
Functionality and Upgrades
The solution is very stable in an enterprise environment. Merge Hemo actually has an infrastructure......
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Manager
Functionality and Upgrades
I would like to have the ability to include the formulary in the database so that we could actually......
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Manager
Service and Support
The vendor did not support the product during the COVID-19 crisis.
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Manager
Service and Support
If the decision were up to me, I would probably not buy the product again. The vendor’s...
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Manager
Functionality and Upgrades
The vendor’s typical solution is to say that they will fix bugs in a future release of the product.......
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Manager
Service and Support
The vendor keeps their promises, but they don’t make good promises. I have current bugs that were...
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Manager
Functionality and Upgrades
The product doesn’t quite work as the vendor said it would, and it is challenging for my end users......
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Manager
Service and Support
The vendor’s support is always a problem. Getting case files open is difficult, and once the vendor......
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Manager
Relationship
Pretty much the only people from the vendor’s organization that we deal with are the people...
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Manager
Future Outlook
I don’t think my satisfaction will be different in a year from now. We have had the product for a...
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Manager
Functionality and Upgrades
Merge Hemo is an older system, but the nurses, technicians, and physicians like it.
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Manager
Interfacing and Integration
I can’t do much with the system. Years ago, I would have given the vendor a higher rating for...
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Manager
ROI / Cost (care and feeding)
IBM Watson Health has been moving toward charging for every little thing. We are trying to upgrade a......
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Manager
Implementation and Training
The initial training was good, but of course, we had to pay for it. The ongoing training is okay. I......
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Manager
Functionality and Upgrades
The product meets 90% of the needs we have. I am a couple of years out of replacing the SAN hardware......
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Director
Service and Support
IBM Watson Health has not been cognizant during the COVID-19 crisis. We haven't gotten any emergency......
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Director
Service and Support
The support from IBM Watson Health is lackluster. IBM Watson Health has unseasoned technicians...
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Director
Implementation and Training
We haven't had any training documentation from IBM Watson Health. My staff had to create training...
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Manager
Functionality and Upgrades
We don’t have too many issues with the product. Proactive service to me means that problems are...
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Manager
Other Observations & Comments
I don't see my level of satisfaction changing a year from now. For my level of satisfaction to...
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Analyst/Coordinator
Functionality and Upgrades
Merge Hemo works really well. I don’t know what else to say. I have very few issues with it. It is a......
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Analyst/Coordinator
Functionality and Upgrades
IBM Watson Health’s interfaces for scheduling and billing need an overhaul. The vendor has a...
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Analyst/Coordinator
Functionality and Upgrades
The product’s billing interface isn’t mature, but I know the vendor is working on it. We purchased......
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Analyst/Coordinator
Service and Support
When I have problems, the vendor is hard to get support from. I don’t think we have ever had a field......
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Manager
Service and Support
I would give the vendor a high rating for being proactive. I see them logging in and checking things......
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Manager
ROI / Cost (care and feeding)
The vendor does charge for every little thing. We pay for the annual support contract and the...
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Manager
Functionality and Upgrades
With the Merge Hemo product, it is rare that we actually need to call support. The system is pretty......
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Manager
Functionality and Upgrades
Merge Hemo is very customizable for end users. The vendor has most of the improvements that we are......
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Manager
Functionality and Upgrades
The last upgrade we did was handled fairly well. Our staff doesn't use the structured reporting in......
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Manager
Implementation and Training
For an upgrade, the vendor did one day of on-site training. The process to access the vendor's...
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Manager
Interfacing and Integration
The vendor's inventory solution is lacking. There is a database where we can input our inventory...
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Manager
Relationship
IBM Watson Health is probably one of the few vendors out there that are close to having a good...
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Analyst/Coordinator
ROI / Cost (care and feeding)
IBM is expensive. I don’t feel nickel-and-dimed, but they definitely are capable of making money. I......
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Analyst/Coordinator
Implementation and Training
IBM certainly offers ongoing training, but we pay a ton for it. I would like them to be a little...
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Analyst/Coordinator
Functionality and Upgrades
The system is fabulous, the great thing about it is that it is intuitive. It works the same as an...
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Analyst/Coordinator
Relationship
I was able to meet with IBM’s executives, and they were fabulous. They were awesome people who were......
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Director
Relationship
I haven’t had any issues with Merge’s products, and the vendor has been very forthright in what they......
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Director
Relationship
IBM could improve their level of engagement and interaction with their customers. They are more...
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Director
Service and Support
I would tell an organization looking at the system that they will have to work to get engagement...
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Director
Interfacing and Integration
Merge Hemo is a really good solution and integrates well with our CVIS and our EMR, which are both......
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Director
Relationship
Our team members are very satisfied with Merge Hemo, but I know they feel like things have slowed...
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Director
Service and Support
The support is good, and we have people we can reach out to that take care of us right away. The...
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Manager
Lessons Learned
We have gone through a couple of patient data modules. The vendor usually sends us a new module, and......
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Manager
Functionality and Upgrades
The program is user friendly, but some things are weird or quirky, and we would like certain...
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Manager
Functionality and Upgrades
From an end-user standpoint, the system is really good. It has a nice look, and it is pretty easy to......
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Manager
Functionality and Upgrades
The system works the way the vendor marketed it to work. We can’t customize the system in a way that......
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Manager
Other Observations & Comments
We have gotten a lot of things without being nickel-and-dimed. We call the support people, and they......
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Manager
Implementation and Training
We haven’t done any upgrades, but the original implementation was great. All the vendor’s trainers......
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Manager
Service and Support
We have had a lot of issues with the support people not getting back to use in a timely manner. We......
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Manager
Technology
We haven’t really had any new technology. We are hoping for an integrated instantaneous wave-free...
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Manager
Service and Support
The vendor could have been more proactive with our site by pushing for an IT person to go to the...
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Manager
Other Observations & Comments
We have a project manager, but the vendor’s executives are involved only when they have to be. They......
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Manager
Functionality and Upgrades
We can look at our outcomes that the vendor created with user-defined reports (UDR), and those...
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Manager
Service and Support
The clinical support is fantastic. I have no problems with the clinical support people and trainers......
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Manager
Future Outlook
We are still going through some growing pains. Hopefully, our satisfaction will be higher in the...
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Manager
Service and Support
The vendor has supported us very well during the COVID-19 crisis. They are there when we need them,......
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Manager
Service and Support
I love the ongoing support we are getting from the vendor.
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Manager
Functionality and Upgrades
We love the demographic import capabilities and the interface with our lab product. This is the...
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VP/Other Executive
Service and Support
Merge Hemo is solid. We get frustrated with IBM Watson Health, but at the end of the day, both Merge......
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Director
Service and Support
When the new ACC guidelines came out, there were things that should have already been done on the...
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Director
Functionality and Upgrades
The reports that the system generates don't have very good information. We could maybe work on...
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Manager
Service and Support
The phone support we get from IBM Watson Health is some of the best that we have ever gotten from...
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Analyst/Coordinator
Functionality and Upgrades
The Merge Hemo product is good. The vendor's products are good in general, and they work as...
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Manager
Functionality and Upgrades
The upgrade went smoothly, and it was fairly easy. The product’s ease of use is really good.
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Manager
Implementation and Training
The ongoing training has gone really well. The vendor has user group meetings, and they usually...
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Manager
Service and Support
We get announcements about issues that are found. The vendor is pretty up front about letting us...
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Manager
Functionality and Upgrades
With another solution we use, the vendor charges for every little thing, and that is a big deal. But......
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Manager
Functionality and Upgrades
The product works as promoted. We are using it in a limited capacity right now, and it is doing what......
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Manager
Relationship
A big issue that we have with IBM Watson Health right now is that we don't have an account...
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Manager
Functionality and Upgrades
The upgrades have gone really smoothly. I haven't had any issues with them.
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Manager
Implementation and Training
I haven't attended the official Merge training, but I would give the ongoing training a fairly high......
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Manager
Service and Support
In terms of the product's ability to support our integration goals, I would give the highest score......
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Manager
Functionality and Upgrades
I like the product. The overall product quality is good because the product doesn't fail that much.......
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Manager
Service and Support
The vendor has always been good at driving tangible outcomes. If we have to wait until the next day,......
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Manager
Future Outlook
I am going to give Merge Hemo the highest score on overall satisfaction, and that is coming from...
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Manager
Service and Support
I like that I can get in direct contact with one of the head technicians without jumping through a......
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Manager
Service and Support
We had a hardware issue that affected the whole system. Someone showed up to help but did not work......
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Manager
Service and Support
I have worked on hemo systems in the past that have had a kit full of diagnostic tools. Merge Hemo......
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Manager
Functionality and Upgrades
I would rate the ease of use just below the highest score because some people here are stupid, and......
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Manager
Functionality and Upgrades
I don't know whether the vendor has anything new. When we do upgrades, they do send us things. The......
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Manager
Service and Support
The ongoing phone and web support is very effective. One person on the service team has made it...
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Manager
Relationship
There isn't a whole lot of involvement from the executives or upper management.
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Manager
ROI / Cost (care and feeding)
The vendor doesn't charge for every little thing. We don't get free things, but if we have a bad...
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Analyst/Coordinator
Functionality and Upgrades
We haven’t had a recent upgrade, but IBM has a high-quality product. I wouldn’t mind seeing some...
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Analyst/Coordinator
Functionality and Upgrades
What I like about the system is the ease of use. The color coordination of the visual aspects for...
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Analyst/Coordinator
Interfacing and Integration
We are working on trying to get the system integrated with another system we use, and that process......
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