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Merge PACS Comments
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KLAS VP, Imaging, Cardiology & Oncology - Monique Rasband
Subject Expert

Monique Rasband

VP, Imaging, Cardiology & Oncology

monique.rasband@klasresearch.com

801-734-6281

 
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User Commentary

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Manager

The vendor is large, and we don’t deal with their side of things that much. It is almost like we are...

May 2021
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Manager

The vendor doesn’t avoid charging for every little thing anymore. They do charge us for everything...

May 2021
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Manager

The vendor is lacking in their training. They don’t have as many offerings as they used to have, and...

May 2021
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Manager

The system is fairly complex, but the vendor has made substantial improvements to the system.

May 2021
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Manager

The vendor executive involvement is pretty high. The executives meet with us on a regular basis....

May 2021
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Analyst/Coordinator

We would probably purchase Merge PACS again. Things are coming along pretty well with the system....

Apr 2021
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Analyst/Coordinator

We have been on the system for so long that we haven't really gotten any training for Merge PACS. We...

Apr 2021
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Analyst/Coordinator

We have received much more interaction for other systems than we have for Merge PACS. With the...

Apr 2021
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Analyst/Coordinator

Merge PACS is up about 99% of the time. We don't have major crashes. That is very good.

Apr 2021
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Manager

The vendor offers new technology all the time for Merge PACS. We have not picked up on a lot of it...

Apr 2021
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Manager

Even though IBM Watson Health’s team has all been virtual at home, it has been very easy to access...

Apr 2021
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Manager

We could reach out to an executive at IBM Watson Health if we needed, to but we haven’t had to. I...

Apr 2021
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Manager

Normally, training for Merge software is a nice diversion because we get to go down to their...

Apr 2021
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Manager

Merge PACS is part of our long-term plans. There is no reason to move from it right now. There are...

Apr 2021
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Director

We have had a long-standing history with IBM Watson Health. There definitely are things that they...

Apr 2021
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Director

IBM Watson Health charges for anything we need from them. I get that they have got to keep a...

Apr 2021
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Manager

We would probably not buy Merge PACS again. That is because we have changed the way we read studies....

Mar 2021
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Manager

We can accept images from any site; Merge PACS is vendor neutral. If another partner has a different...

Mar 2021
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Manager

I would like to see improvements in proactively addressing tickets and monitoring services when our...

Mar 2021
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Director

IBM Watson Health loves charging us for every little thing. They nickel-and-dime us to death. We...

Mar 2021
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Director

We had a very abbreviated training with the vendor. It was supposed to be a full day, but it ended...

Mar 2021
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Director

We can get support from the vendor as long as we call them during their daytime hours. We haven't...

Mar 2021
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Director

Merge PACS is not as good as it was before it was purchased by IBM Watson Health. Once the product...

Mar 2021
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Manager

Merge PACS is pretty stellar. IBM Watson Health struggles a little bit with their archiving system...

Mar 2021
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Manager

IBM Watson Health is not particularly proactive. Outside of recommending updates, they don't do...

Mar 2021
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Manager

IBM Watson Health rolls out pretty good upgrades that we can go live with. IBM Watson Health tends...

Mar 2021
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Manager

I have been IBM Watson Health's customer for a long time, so I can navigate their services pretty...

Mar 2021
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Manager

IBM Watson Health doesn’t keep all their promises, but they have gotten close. They tend to just not...

Mar 2021
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Manager

IBM Watson Health doesn’t move very quickly. We have managed to find ways to integrate, but Merge...

Mar 2021
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Manager

The core structure of Merge PACS is pretty good. The upgrades are usually well done. The product has...

Mar 2021
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Manager

If something is broken in Merge PACS, we might have to pay thousands of dollars to get it fixed....

Mar 2021
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Manager

The vendor has been pretty good lately with support, but they are not responsive to customer...

Mar 2021
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Analyst/Coordinator

We probably wouldn’t buy Merge PACS again. Hopefully, IBM Watson Health will be better in 12 months...

Mar 2021
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Analyst/Coordinator

The vendor’s teams are siloed. We have another team, and that team sometimes doesn't talk to the...

Mar 2021
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Analyst/Coordinator

The functionality of the PACS gives us a big jump over our old PACS that was basic. Merge PACS has a...

Mar 2021
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Manager

I like the versatility and flexibility of Merge PACS. We can adapt it to our internal needs....

Jan 2021
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Manager

The project management could be improved on the radiology side. On the cardiology side, IBM does a...

Jan 2021
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Manager

When IBM is looking at product design, they need to incorporate their current client base and see...

Jan 2021
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Analyst/Coordinator

IBM Watson Health was not very flexible during COVID-19. They raised their support rates during that...

Jan 2021
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Analyst/Coordinator

IBM Watson Health's support is really bad, and they are not proactive at all. There are monitoring...

Jan 2021
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Analyst/Coordinator

We are unhappy with the upgrade paths that IBM Watson Health offers us. We are going through an...

Jan 2021
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Analyst/Coordinator

The infrastructure that IBM Watson Health provides with Merge PACS is not very flexible. Everyone...

Jan 2021
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Manager

We have been trying to upgrade the product for a long time. I think the vendor has dropped the ball...

Jan 2021
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Manager

The vendor's ongoing training is very poor. I would have preferred to have a different trainer. I...

Jan 2021
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Manager

The system has been fine over the years. It isn't outrageously expensive. It is hard to say whether...

Jan 2021
(0)
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Manager

The vendor's phone and web support have been good. I have been happy with IBM Watson Health. There...

Jan 2021
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Manager

The system upgrade has been our one issue. We didn't realize that the vendor wasn't going to migrate...

Jan 2021
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Manager

Some of the information doesn’t always cross over into our EMR correctly. The product chooses a...

Jan 2021
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Manager

In the many years that we have had the system, it has been okay. But recently, we have been really...

Jan 2021
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Manager

As far as I know, the product is part of our long-term plans. I don't have anything else to compare...

Jan 2021
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Manager

I don't have many regrets about having the system, but the radiologists have complained that it is a...

Jan 2021
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COO

IBM Watson Health seems to be in a good spot right now. I think working remotely and taking the time...

Jan 2021
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Manager

We are happy with Merge PACS. Merge does a great job in their market space. We are pleased with the...

Jan 2021
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Manager

Since the last upgrade, I have noticed that some images are a little bit blurry. We have addressed...

Jan 2021
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Manager

IBM Watson Health does a good job of telling us what they can and can’t do. However, the things they...

Jan 2021
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CEO/President

The product is technology, so overall, the product has been very good. Just like any other software,...

Jan 2021
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CEO/President

Regarding COVID-19, we haven't needed the vendor's assistance. Every vendor has hiccups, but IBM...

Jan 2021
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CEO/President

We are constantly looking at the value for what we spend. This product is by far not the least...

Jan 2021
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CEO/President

We align ourselves with the best products for our organization. Everyone has a different culture in...

Jan 2021
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CEO/President

Right now, the product continues to meet our needs. Historically, doctors don't tend to look for...

Jan 2021
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CEO/President

The vendor keeps every promise they are able to keep. They will tell us where they want to be in...

Jan 2021
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CEO/President

With us, the vendor is not a penny pincher. I don't want to give the impression that we haven't ever...

Jan 2021
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CEO/President

The vendor is very specific in their commitments to us. There are specific goals with tangible and...

Jan 2021
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Manager

Merge is a large company with funding behind it. They do not treat us poorly, but we don’t receive...

Jan 2021
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Director

What I really like about the Merge products is the interoperability between them all. Starting with...

Jan 2021
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Director

One thing that I have liked is the vendor's support. We have gotten to the point where we feel...

Jan 2021
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Director

If something happens with the system, the vendor works to get us a fix for it. I haven’t heard any...

Jan 2021
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Manager

We have been with the vendor for so long that they are willing to negotiate the pricing. If we take...

Jan 2021
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Manager

The vendor outsources their support to India at night. That is when getting support becomes very...

Jan 2021
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Manager

I can see what is coming over the next 12 months. With AI and all the new upgrades for the products,...

Jan 2021
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Manager

Early last year, IBM Watson Health had a conference that wasn't a typical conference where a vendor...

Jan 2021
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Manager

IBM Watson Health helped us understand getting into the cloud. IBM Watson Health will house the...

Jan 2021
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Manager

Sometimes IBM Watson Health is slow to get back to us, and the loop isn't always closed unless we...

Jan 2021
(0)
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Manager

When we have a question, the vendor is quick to get back to us. We appreciate that. The support...

Jan 2021
(0)
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Manager

Merge PACS has been good and is stable. We don't have any issues that cause us a lot of concern. The...

Jan 2021
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Analyst/Coordinator

I am not sure whether the product is part of our long-term plans. Our radiologist reading group...

Jan 2021
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Manager

There are some core subsets of PACS functionality that aren't included, and I really wish the vendor...

Jan 2021
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Manager

My only real beef with the vendor has been around the upgrade that we have been working on for a...

Jan 2021
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Manager

The vendor's support group is probably the best that I work with. I have been working with the...

Jan 2021
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Analyst/Coordinator

We are not enamored with Merge PACS; it is an okay product. The migration was a bumpy road, but we...

Jan 2021
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Analyst/Coordinator

We route a lot of studies around and send them to different destinations, and I don’t get why we...

Jan 2021
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Analyst/Coordinator

We have had a technical issue that I have been working with the vendor for months now trying to get...

Jan 2021
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Manager

There is always some type of glitch happening with every version. Some issues aren't present for a...

Dec 2020
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Manager

We have had times where the server has run out of space, so we have had to go out and purchase more...

Dec 2020
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Manager

Merge PACS is a fine product and is very user friendly. It is very configurable for end users'...

Dec 2020
(0)
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Manager

The vendor's service people are pretty much reactive. There isn't really a lot they can do...

Dec 2020
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Manager

There is always room for innovation with artificial intelligence. AI changes on a daily basis. IBM...

Dec 2020
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Manager

We don't have anybody come to visit us. We have a PACS administrator, and that person communicates...

Dec 2020
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Director

We have an excellent working relationship with IBM Watson Health. We have a long-standing...

Dec 2020
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Director

Merge PACS' ability to be configured is good. We have one vendor with many products that all work...

Dec 2020
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CIO

After the acquisition, the vendor lost some talent, and things got quite bumpy, but Merge PACS has...

Dec 2020
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CIO

Both our radiologists and orthopedists are happy with Merge PACS. The vendor's support has...

Dec 2020
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Manager

IBM Watson Health is very open to working with us and provides us with some great deals. We have a...

Dec 2020
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Director

We always had a really strong relationship with Merge, and when IBM Watson Health took over, there...

Dec 2020
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Director

The support has been quicker, and the newer team members seem to be getting up to speed. We have a...

Dec 2020
(0)
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CIO

Merge PACS seems to be more stabilized, so we hope to see IBM Watson Health focus on more of the new...

Dec 2020
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CIO

I am still not sure what IBM Watson Health is doing with AI. They have a team that seems to be...

Dec 2020
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CIO

We are probably at the tail end of Merge PACS at this point. We have had our ups and downs. Things...

Dec 2020
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CIO

We had struggles with Merge, but we could always get answers and work through things. We haven't...

Dec 2020
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Manager

We have a standard service contract that is pretty inclusive. We don't see a lot of additional...

Dec 2020
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Manager

There is not ongoing training unless we purchase an upgrade or attend the webinar the vendor hosts...

Dec 2020
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Manager

We have a few challenges with the current version of the product. We are waiting for a patch. We...

Dec 2020
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Manager

We have some workarounds to fill a few gaps, but the current functionality is meeting our needs for...

Dec 2020
(0)
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Manager

During the COVID-19 crisis, things have been business as usual with the product. The support for...

Dec 2020
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CIO

Since IBM took over Merge, dealing with the company is like dealing with the government. The process...

Dec 2020
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CIO

Getting people in place who actually know what they are talking about takes a couple of years. But...

Dec 2020
(0)
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CIO

Merge listens to what we have to say, but then they come up with new releases that no radiologist in...

Dec 2020
(0)
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CIO

I know a lot of the executives at Merge. I usually never have to escalate that far unless there is a...

Dec 2020
(0)
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CIO

Merge is constantly racking up the charges because, unfortunately, that is their business model.

Dec 2020
(0)
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CIO

We like to have things on premises so that we can have control over them. The cloud model is a...

Dec 2020
(0)
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CIO

Switching PACS vendors is an arduous process that we don't take lightly. There are times when we...

Dec 2020
(0)
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CIO

We are in the process of doing an upgrade. There is significant capital associated with that, but...

Dec 2020
(0)
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CIO

The system is part of our long-term plans, but plans can change very quickly. As long as our...

Nov 2020
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CIO

The initial training was great, but that was back before the product was owned by IBM Watson Health....

Nov 2020
(0)
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CIO

If we took mammography out of the equation, I would rate the product higher, but because of...

Nov 2020
(0)
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CIO

The ease of use could be higher or lower based on how the system is implemented. The system is so...

Nov 2020
(0)
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CIO

The executive involvement depends on how far up the food chain is considered the executive level....

Nov 2020
(0)
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CIO

I really feel like Merge could revamp the system. Other products on the market are more updated and...

Nov 2020
(0)
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Manager

Merge PACS works really well. The whole picture works for me. IBM Watson Health's service is very...

Nov 2020
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Manager

I would really like to see IBM Watson Health be able to do what Hologic does. I don't know whether...

Nov 2020
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Manager

I would probably say the vendor keeps 85% of their promises. The world is a gray place in terms of...

Nov 2020
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Manager

Since IBM Watson Health has taken over, they have started charging for every little instance, and...

Nov 2020
(0)
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Manager

The vendor is making the ease of use for the PACS more complex for end users. They are making the...

Nov 2020
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Manager

The real issue is that the vendor needs to fully integrate the system with their worklist product...

Nov 2020
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Manager

When we need training, the training is fine. But there is always something that breaks or doesn't...

Nov 2020
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Manager

The vendor's support teams know what we are talking about when we call. With some vendors, we reach...

Nov 2020
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Analyst/Coordinator

IBM Watson Health doesn’t avoid charging for every little thing. It is just the add-ons that we ask...

Nov 2020
(0)
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Analyst/Coordinator

IBM Watson Health does a good job with their service contract. If we have a service contract, all of...

Nov 2020
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Analyst/Coordinator

I like that everything is under one roof with Merge PACS, including voice recognition and reporting....

Nov 2020
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Manager

If something is rejected, I can find out why. The PACS is my second favorite solution. Overall, the...

Nov 2020
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Manager

We have gotten to a point where Merge PACS is pretty reliable. The quality of the support has...

Oct 2020
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Manager

On the technology side, I would like to see IBM use more modern and mobile platforms in order to...

Oct 2020
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CIO

Merge PACS is solid, and we don't see the issues and bugs we used to see. We feel like IBM Watson...

Oct 2020
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CIO

The cost of getting upgrades for Merge PACS is ridiculous. There is always some charge, but that...

Oct 2020
(0)
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Manager

The reliability of Merge PACS is a huge plus for us. The system has amazing uptime. It is also easy...

Sep 2020
(0)
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Manager

The radiologists seem to like Merge PACS. It is geared for them. They are the ones looking at it day...

Sep 2020
(0)
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Director

I really like that Merge PACS is very customizable. It is very easy to use once it is set up, and...

Sep 2020
(0)
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Director

Our most recent upgrade from IBM Watson Health has dragged out. This is probably partially our fault...

Sep 2020
(0)
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Director

The ease of use for the staff has always been a high point for us, and the system’s integration with...

Sep 2020
(0)
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Director

The system is older and server based. I am unsure whether it is part of our long-term plans because...

Sep 2020
(0)
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Director

IBM does keep their promises. They do what they say they are going to do, and they don’t...

Sep 2020
(0)
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Director

The initial training we received from the vendor was good, but the ongoing training is not good. The...

Sep 2020
(0)
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Director

The system’s integration is pretty good, but IBM used to be faster. Their ongoing support is pretty...

Sep 2020
(0)
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CIO

I spend more time in escalation calls for Merge PACS than I would like. I have a whole bunch of...

Sep 2020
(0)
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Analyst/Coordinator

I like the way Merge PACS is so flexible working with other systems. We have the whole suite, and...

Aug 2020
(0)
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Analyst/Coordinator

I like that I have one support line to call and that I speak to the same people who know me and the...

Aug 2020
(0)
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Director

Merge PACS can inherently display digital breast tomosynthesis images. Once a certain piece is set...

Aug 2020
(0)
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Director

Nothing about Merge PACS is intuitive. The hanging protocols are not intuitive, and even the layout...

Aug 2020
(0)
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Director

Merge PACS has been difficult. There have been several upgrades for the server and the software over...

Aug 2020
(0)
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Manager

The PACS is okay. Our younger residents feel that the tool is pretty easy to use. Providers who have...

Aug 2020
(0)
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Manager

IBM Watson Health's support team doesn't seem to have the necessary knowledge. The vendor had one...

Aug 2020
(0)
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Manager

When we purchased the product, we purchased it for the AI technology that IBM Watson Health said was...

Aug 2020
(0)
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Manager

When we were in the implementation phase, we were having all kinds of trouble with our modalities...

Aug 2020
(0)
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Manager

When we signed the contract, we were told that our first year of support would be free and covered....

Aug 2020
(0)
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CIO

IBM Watson Health doesn't avoid charging for every little thing. When the product was owned by...

Jun 2020
(0)
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CIO

Merge PACS is one of the stronger applications on the market. The support is very good. We have a...

Jun 2020
(0)
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Manager

The vendor's support through the COVID-19 crisis has been fine. I don't know whether there were any...

Jun 2020
(0)
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Manager

IBM Watson Health doesn't avoid nickel-and-diming by any means. Since being acquired by the vendor,...

Jun 2020
(0)
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Manager

The quality of support has gone down with the vendor's support. There has been a big delay in...

Jun 2020
(0)
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Manager

The radiologists love using Merge PACS. It is very easy to use, and the worklist for radiologists is...

Jun 2020
(0)
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Manager

If we were to roll back the clock, I would make the same decision and purchase Merge PACS again. The...

Jun 2020
(0)
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Manager

I would give the vendor a high rating for supporting us during the COVID-19 crisis. Everything has...

Jun 2020
(0)
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Manager

The ease of use of the system depends on the age of the user. Some doctors find it harder than...

Jun 2020
(0)
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Manager

The vendor could improve their ability to fix things, edit things, and make changes to studies. Some...

Jun 2020
(0)
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Manager

We are working on a project to move everything to Merge PACS within a year. We plan to use a...

May 2020
(0)
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Manager

If IBM Watson Health does well installing the cloud, they will be an industry leader. I have high...

May 2020
(0)
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Manager

We have had a lot of success with this product, and our radiologists are happy. They rave about the...

May 2020
(0)
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VP/Other Executive

Merge PACS is likely to be replaced. The solution is not going to get much positive feedback from us....

May 2020
(0)
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VP/Other Executive

We continue to have to buy new hardware hours before expecting to go live with an upgrade, even...

May 2020
(0)
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VP/Other Executive

Merge PACS performs well from the radiologists’ standpoint. They have a positive view of it. Once we...

May 2020
(0)
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VP/Other Executive

It is hard to get ahold of anyone that is knowledgeable. The people often don’t know what it takes...

May 2020
(0)
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VP/Other Executive

We don’t even know who the executives are. We have not heard from IBM during the pandemic.

May 2020
(0)
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VP/Other Executive

The biggest area of improvement for the IBM executives to know about is the upgrade paths. I really...

May 2020
(0)
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