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Merge PACS Comments
Subject Expert
Commentary Summary
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User Commentary
CIO
Functionality and Upgrades
I spend more time in escalation calls for Merge PACS than I would like. I have a whole bunch of...
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Analyst/Coordinator
Interfacing and Integration
I like the way Merge PACS is so flexible working with other systems. We have the whole suite, and...
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Analyst/Coordinator
Service and Support
I like that I have one support line to call and that I speak to the same people who know me and the...
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Director
Lessons Learned
Merge PACS can inherently display digital breast tomosynthesis images. Once a certain piece is set...
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Director
Technology
Nothing about Merge PACS is intuitive. The hanging protocols are not intuitive, and even the layout...
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Director
Functionality and Upgrades
Merge PACS has been difficult. There have been several upgrades for the server and the software over...
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Manager
Technology
The PACS is okay. Our younger residents feel that the tool is pretty easy to use. Providers who have...
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Manager
Service and Support
IBM Watson Health's support team doesn't seem to have the necessary knowledge. The vendor had one...
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Manager
Win/Loss - Why they were selected (by current clients)
When we purchased the product, we purchased it for the AI technology that IBM Watson Health said was...
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Manager
Implementation and Training
When we were in the implementation phase, we were having all kinds of trouble with our modalities...
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Manager
Sales and Contracting
When we signed the contract, we were told that our first year of support would be free and covered....
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CIO
ROI / Cost (care and feeding)
IBM Watson Health doesn't avoid charging for every little thing. When the product was owned by...
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CIO
Service and Support
Merge PACS is one of the stronger applications on the market. The support is very good. We have a...
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Manager
Service and Support
The vendor's support through the COVID-19 crisis has been fine. I don't know whether there were any...
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Manager
ROI / Cost (care and feeding)
IBM Watson Health doesn't avoid nickel-and-diming by any means. Since being acquired by the vendor,...
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Manager
Service and Support
The quality of support has gone down with the vendor's support. There has been a big delay in...
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Manager
Functionality and Upgrades
The radiologists love using Merge PACS. It is very easy to use, and the worklist for radiologists is...
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Manager
ROI / Cost (care and feeding)
If we were to roll back the clock, I would make the same decision and purchase Merge PACS again. The...
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Manager
Service and Support
I would give the vendor a high rating for supporting us during the COVID-19 crisis. Everything has...
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Manager
Other Observations & Comments
The ease of use of the system depends on the age of the user. Some doctors find it harder than...
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Manager
Functionality and Upgrades
The vendor could improve their ability to fix things, edit things, and make changes to studies. Some...
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Manager
Technology
We are working on a project to move everything to Merge PACS within a year. We plan to use a...
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Manager
Future Outlook
If IBM Watson Health does well installing the cloud, they will be an industry leader. I have high...
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Manager
Functionality and Upgrades
We have had a lot of success with this product, and our radiologists are happy. They rave about the...
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VP/Other Executive
Technology
Merge PACS is likely to be replaced. The solution is not going to get much positive feedback from us....
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VP/Other Executive
Functionality and Upgrades
We continue to have to buy new hardware hours before expecting to go live with an upgrade, even...
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VP/Other Executive
Functionality and Upgrades
Merge PACS performs well from the radiologists’ standpoint. They have a positive view of it. Once we...
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VP/Other Executive
Service and Support
It is hard to get ahold of anyone that is knowledgeable. The people often don’t know what it takes...
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VP/Other Executive
Relationship
We don’t even know who the executives are. We have not heard from IBM during the pandemic.
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VP/Other Executive
Functionality and Upgrades
The biggest area of improvement for the IBM executives to know about is the upgrade paths. I really...
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CEO/President
Lessons Learned
Whether I would recommend the product depends on what the potential client needs it for. The system...
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CEO/President
Interfacing and Integration
I haven’t seen any integration issues with Merge Healthcare. Whatever we need to integrate with, the...
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CEO/President
Functionality and Upgrades
The real functionality problem we have is with the RIS. The PACS is not lacking anything in terms of...
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CEO/President
Other Observations & Comments
Every time I go to the vendor, they are very responsive. They always try to help. I think some of...
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CEO/President
Service and Support
My experience with the vendor's support has been negative. We have Merge Monitoring, but in multiple...
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CEO/President
Relationship
We have had calls with the vendor’s product management and executive folks. We tried to get...
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CEO/President
Sales and Contracting
We asked about Merge Healthcare's road map, and we had a very good showing of the executives coming...
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CEO/President
Functionality and Upgrades
The product has helped us take on large clients. We took on a very large imaging chain that far...
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CEO/President
Relationship
We had a very collegial relationship with the executives at Merge Healthcare. I had their ear, and...
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CEO/President
Functionality and Upgrades
The last upgrade was bad. There was also a database upgrade that was missed. There were multiple...
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CEO/President
Implementation and Training
We had initial training, but we do not have ongoing training. There is additional training if we pay...
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CEO/President
Functionality and Upgrades
Our radiologists like the product and would rate it highly. We are fine with it now that all the...
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Physician
Functionality and Upgrades
IBM’s support is very robust. I have a very strong understanding of the Merge product and how to...
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Physician
Functionality and Upgrades
As we have sized up, there have been some issues with the workflow. So far, the workflow has been...
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Director
Implementation and Training
We recently went through training for an upcoming upgrade, and it was really good. We had already...
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Director
Service and Support
We have had some hits and some misses when it came to upgrades with the Merge and iConnect...
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Director
Other Observations & Comments
IBM is trying to move Merge PACS in a good direction, but they are behind on development. They have...
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Director
Relationship
We have had nonstop communication with IBM during COVID-19, which has not stopped our upgrade...
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Director
Technology
I would not say that Merge PACS is difficult to use, but it is also not as easy as it could be. One...
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Director
Service and Support
The support has actually improved, and we have seen some good changes. IBM has a good team right now...
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Manager
Service and Support
I haven’t had any issues with the vendor, and the support has been great. The vendor usually has a...
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Manager
Functionality and Upgrades
The ease of use depends on how the product is implemented. The product has the tools to make it...
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Manager
Functionality and Upgrades
We have started reading mammograms from Merge PACS now. There are other products that are better at...
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Manager
Relationship
The executives are involved with many decisions, and they sit at the table with us a lot of times....
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Manager
ROI / Cost (care and feeding)
We have been really satisfied with the product. We have seen a good ROI over the past few years.
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Manager
Service and Support
I have been dealing with Merge PACS for a long time, so there is a lot that I know that I don’t have...
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Manager
Functionality and Upgrades
Our radiologists read off of a different PACS that is very complicated and very hard to manage. They...
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VP/Other Executive
Relationship
Merge PACS seems to be pretty stagnant, and we have seen very little development. We rarely get any...
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VP/Other Executive
Service and Support
We are large enterprise customers for a lot of the IBM Watson Health imaging solutions. One thing I...
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VP/Other Executive
Service and Support
The actual support team is good, but it feels like it is harder to get to a resource. IBM Watson...
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Manager
Service and Support
It has been a bit difficult to navigate the support because IBM has different people managing the...
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Manager
Other Observations & Comments
I don’t know a lot about other products or other options, so I would purchase the system again. But...
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Manager
Technology
The PACS side is pretty solid and stable. Usually, when we do have an issue, even if it occurs in...
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Director
Functionality and Upgrades
Merge PACS is highly customizable; that is good and bad. The system’s default iteration is pretty...
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Director
Functionality and Upgrades
The system is fast and relatively easy to use. The tools seem good or at least adequate. There is...
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Director
Functionality and Upgrades
We would like to see protocols that are easier to configure. And we would like access to all the...
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Director
Functionality and Upgrades
With the most recent versions of emergent PACS solutions, the product has become much easier to...
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Director
Relationship
Like everybody else’s issues, our issues tend to be related to resources. IBM’s resources are...
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Director
Service and Support
Nighttime support could be a lot better. It is overseas support, so it is rare to get somebody that...
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CTO
Functionality and Upgrades
The solution to our problem a while ago was to do a software upgrade, and we were down for days....
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CTO
Functionality and Upgrades
We are working to completely rebuild our system and build it from the ground up the way it should...
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CTO
Relationship
I feel pretty strongly that the vendor is not going to be part of our long-term plans. I would not...
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CTO
ROI / Cost (care and feeding)
In general, we feel like we are being nickel-and-dimed. If we need to clean things up, we are often...
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CTO
Functionality and Upgrades
Our experience with IBM Watson Health has been pretty poor overall. We have had a long-standing set...
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Manager
Functionality and Upgrades
The system does have some nice features. I do like the basic way the worklist works and the way we...
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Manager
Relationship
The vendor executive involvement is low. We have to have somebody who is high up here call someone...
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Manager
Functionality and Upgrades
The quality and effectiveness of recent upgrades from the vendor have been degrading. I give the...
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Manager
Functionality and Upgrades
We never have never gotten out of the system what we had expected to. The system does technically...
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Manager
Implementation and Training
The vendor provides training, but it isn’t that great. I went through a lot of training with the...
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Manager
Relationship
I don’t really anticipate our satisfaction with the system getting better. The vendor is muscling in...
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Manager
Interfacing and Integration
We have a lot of the vendor’s products all together, and when things don't work quite right, the...
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Manager
ROI / Cost (care and feeding)
We chose to go with the system because it was cheaper than the competitor's system and the one we...
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Manager
Service and Support
The ongoing phone and web support we get from the vendor are not good. The support people don't do...
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Manager
Sales and Contracting
Our first bunch of issues with Merge was related to salespeople. We were misled in many ways in...
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Manager
Relationship
Every vendor says the problems are fixed in the next release, and we have found that information to...
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Manager
Future Outlook
We haven’t had an upgrade for Merge PACS in quite a while. It was fine the last time we upgraded it....
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