IntelePACS
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Subject Expert
Monique Rasband
VP Imaging, Cardiology, Oncology
Commentary Summary
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User Commentary
Service and Support
If we put in a ticket, it doesn't get worked because the vendor's support people are super busy. We...
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Functionality and Upgrades
We have a monstrous number of servers to maintain and take care of for a PACS solution. Having said...
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Functionality and Upgrades
Intelerad is behind the times. When we signed on with them, they were an up-and-coming company, and...
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Relationship
The quality of the vendor's support staff has gone way down. Intelerad is buying every radiology...
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ROI / Cost (care and feeding)
As many woes as I have with Intelerad's company, Intelerad's product works pretty well. So I am...
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Functionality and Upgrades
The product has a pretty complete critical results module. But we can't send in information, such as...
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Functionality and Upgrades
The product has looked the same for many years. It might have been completely overhauled in the...
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Service and Support
Intelerad is snapping up companies, and doing so could help the vendor meet our needs. But from a...
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Functionality and Upgrades
We aren't overly happy with Intelerad's product. We selected it because the vendor claimed that...
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Service and Support
With IntelePACS, we have to open tickets for pretty much everything. If we are lucky, the vendor...
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Relationship
We have had issues with Intelerad's DICOM and the implementation process that Intelerad uses....
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Relationship
Working with IntelePACS has been a frustrating endeavor. Our experience would improve if the vendor...
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Functionality and Upgrades
The vendor's upgrades introduce new problems. We expect that from most vendors, but Intelerad's...
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Functionality and Upgrades
From our physician’s perspective, the features that are in IntelePACS make it an all-encompassing...
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Service and Support
Intelerad’s support team is terrible, but not as terrible as other vendors' support teams. Intelerad...
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Technology
Intelerad is continuing to add functionality and features to their product. Even though we are on an...
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Functionality and Upgrades
The addendum workflow for radiologists is still missing; that workflow was promised years ago and...
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Service and Support
It is very difficult to address issues with Intelerad. Intelerad does things a lot differently than...
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Service and Support
We have had to place quite a few tickets with Intelerad, and some tickets are several months old. We...
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Relationship
There are people at Intelerad who can get to our things a bit faster, but over time, their response...
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ROI / Cost (care and feeding)
Anything outside of fixing normal, daily issues seems to involve charges, and we have seen several...
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Functionality and Upgrades
The system handles mammo and tomosynthesis very well, and that is one of the reasons we initially...
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Functionality and Upgrades
IntelePACS is a pretty solid system. Our doctors love it. Our technical people have some complaints...
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Service and Support
There are a lot of negative things that I could say about Intelerad's support and the vendor's...
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Implementation and Training
Intelerad does a pretty good job of monitoring the system. We now have contacts; I don't know that...
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Technology
The architecture of IntelePACS is old and getting outdated. I have not seen a lot of investment in...
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Relationship
We are an organization focused on large imaging volumes. We originally chose IntelePACS because...
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Service and Support
The vendor's support has suffered, and all of the changes and acquisitions have really hurt...
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ROI / Cost (care and feeding)
Intelerad does charge us for some things. I don’t think they charge us for everything, but they do...
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Implementation and Training
If the service team members had more experience and there were tighter implementation timelines,...
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Other Observations & Comments
The platform is definitely going to take us into the future, and we will really do well with the...
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Implementation and Training
Part of the training we received from Intelerad introduced some confusion on our side because...
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Implementation and Training
Intelerad did great on our implementation. We had enough resources to help us, and the vendor guided...
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Implementation and Training
The training Intelerad provided for our radiologists was thorough. The vendor spent a considerable...
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Service and Support
There are times when I do reach somebody at Intelerad who can support me quickly over the phone. In...
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Service and Support
During the first few months of installing IntelePACS, we dealt mostly with the implementation...
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Interfacing and Integration
Intelerad took the time to integrate any third-party applications we had into IntelePACS. That...
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Functionality and Upgrades
Our radiologists would not rate IntelePACS as high as I would. There are things we would expect any...
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Technology
I like IntelePACS because it is all web based. I can support it from home, and that is amazing. That...
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Service and Support
Intelerad has the technology we need, but it doesn't get deployed for us due to a lack of resources...
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Future Outlook
The vendor said they would move to a more expensive solution for hosting to create more long-term...
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Service and Support
From a customer support standpoint, aligning with the company's vision is very difficult. We have...
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Implementation and Training
Intelerad has a very nice support and training system in place. So if I have a radiologist who needs...
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Service and Support
The vendor monitors the system 24/7. If there is an issue, the vendor will address it or reach out...
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Technology
Intelerad could do better on the innovation side when dealing with their back end. The vendor does...
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Service and Support
I think the vendor is struggling on the support side. It takes a while to get a response on some...
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Service and Support
Our CSM goes to bat for us. We can reach out, and they have been very helpful. We had a PM that we...
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Future Outlook
Our radiologists really like IntelePACS. It is easy to use. The vendor is finally coming out with a...
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Functionality and Upgrades
After our last few upgrades, we ended up having code blues. Our systems went down, and we had to...
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Functionality and Upgrades
IntelePACS is a really great viewer. It has great tools, and there are some great options.
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Functionality and Upgrades
The viewer could be improved in little ways. For example, the system needs to be more granular in...
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Implementation and Training
With Intelerad's implementation services, the vendor doesn't do what needs to be done with enough haste....
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Implementation and Training
Once we got to the implementation phase, Intelerad was spot on. Their engineers are very talented...
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Implementation and Training
We have a very talented in-house PACS admin who does the bulk of our training. We haven't used...
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Service and Support
The vendor's support is not what it used to be. We are feeling like there is not enough support. The...
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Other Observations & Comments
We have had some bumps in the road in the past with some upgrades. Intelerad generally fixes issues...
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Service and Support
We know that Intelerad is working on lots of different things, and we have pretty good relationships...
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Service and Support
Intelerad's support is second to none. We always get somebody on the first call, and they are...
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Service and Support
There have been some things that have changed recently with Intelerad that have made me more...
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Functionality and Upgrades
The reliability of IntelePACS is very good compared to other PACS that we have bumped into and...
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Functionality and Upgrades
The one thing that we say about IntelePACS is that it always works. The physicians are happy for the...
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Interfacing and Integration
We are limited in the integrations that we use with IntelePACS. We use IntelePACS predominantly with...
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Other Observations & Comments
Unfortunately, with the way things are now, people are short staffed across the board. We are having...
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Relationship
We can meet with our CSM from Intelerad. That person is super responsive. They give us the attention...
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Functionality and Upgrades
The system has some limits that should be simple for the vendor to fix. When we have all of the...
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Lessons Learned
IntelePACS is definitely better than some other systems. However, there are a few other systems that...
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Service and Support
Whenever we have a major issue and the vendor says that it is a bug, the turnaround time on getting...
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Functionality and Upgrades
We would like to have a diagnostic viewer made for radiologists that uses HTML5 and not a thick...
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Functionality and Upgrades
Our radiologists really like the product’s viewer and the functionality. Those are the upsides. The...
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Service and Support
Intelerad's biggest issue is their support and not their software. The vendor's support is bad. It...
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Interfacing and Integration
The system's integration abilities aren't perfect, but they also aren't horrible. The system has had...
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Service and Support
Some of the vendor's new technology isn't great. I don't think that Intelerad does a good job of...
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Interfacing and Integration
A lot of our issues with the system are tied to another Intelerad product. There are some...
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Functionality and Upgrades
I am familiar with other PACS, and compared to those systems, IntelePACS is much easier for end...
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Technology
Intelerad's architecture was designed in the ’90s, so it hasn’t really kept up with the times and...
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Relationship
We get a lot of executive attention, and we are trying to strengthen that partnership by getting the...
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Service and Support
Intelerad could improve their customer service. They are not very customer-service friendly. The...
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Interfacing and Integration
Intelerad does not do well with integration because they treat their product as what they offer....
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Technology
When we purchased IntelePACS, Intelerad was a much smaller organization. We had personalized...
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ROI / Cost (care and feeding)
The vendor didn't always charge for every little thing, but now, they definitely do. The increasing...
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Service and Support
We have had some extremely long process times in terms of getting some servers replaced and built...
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Implementation and Training
The vendor’s training model is that we pay them money and come to their class, but our company...
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Service and Support
Intelerad is starting to suffer the fate of being a big company. They have lots of new people, but...
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Future Outlook
We will be moving away from Intelerad because the company is not a great fit for us. Intelerad does...
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Functionality and Upgrades
Since we got through our first year with IntelePACS, the product has been very stable, and we...
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Service and Support
Intelerad is still working the way healthcare vendors functioned a decade and a half ago. We don't...
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Service and Support
The support level has gone down over the last year. Overall, if we have tickets, we sometimes have...
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Functionality and Upgrades
The past couple of upgrades that we have done haven't gone well. The last few upgrades have resulted...
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Relationship
Intelerad got bought out. That happened a few years ago, but it seems like a lot of their people...
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Future Outlook
Some of the issues we are experiencing with Intelerad are related to the current environment....
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ROI / Cost (care and feeding)
It would be a chore to replace Intelerad. We wouldn't want to take that on, but I wouldn't say that...
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Relationship
The product itself is working, but the support is very lacking, and development has come to a...
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Functionality and Upgrades
There is no real way to groom images that are outside of our retainage policy. We were supposed to...
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Functionality and Upgrades
IntelePACS does most of what we need it to do in a fast and reliable way. I have not run into a...
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ROI / Cost (care and feeding)
Intelerad tends to charge for things that should be included, such as the ability to tag studies....
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Functionality and Upgrades
The biggest pain point we have is with the Technologist Portal and the Referring Physician Portal....
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Relationship
Intelerad went through a recent turnover in service. For a while, we were very concerned because we...
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Relationship
If I were having a conversation with a peer and they were considering going with IntelePACS, I would...
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Relationship
Intelerad has a program where they offer basically a client-success manager. The vendor employs...
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Implementation and Training
Something almost always breaks during the system's upgrades. The vendor doesn't communicate properly...
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Service and Support
At one point, we submitted a critical ticket to the vendor. We tried to ask their people questions,...
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Functionality and Upgrades
We need a lot from our vendors to make things functional. When we are dealing with patient care,...
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Functionality and Upgrades
On the admin side, we can easily add modalities and do automatic routing. Rules are easy, so there...
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Functionality and Upgrades
I would like to see some sort of an image-retention capability where we can go in, easily search for...
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ROI / Cost (care and feeding)
A new company took over Intelerad, and we get charged a little more now. There is more...
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Implementation and Training
We have had our PACS for so long that there hasn't been a lot of training.
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Implementation and Training
Intelerad did a great job with the implementation, but we would like to see improvements in...
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ROI / Cost (care and feeding)
The vendor has a new policy where they are trying to charge for things that they didn't charge for...
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Service and Support
I love that the vendor actively monitors and maintains the servers. That is one of my favorite...
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Technology
The architecture of the product is very well done. It has multiple servers and the ability to scale....
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Service and Support
The vendor's frontline support is very bad. The initial contact information we have for support is...
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Implementation and Training
When we get training on the system, it is good, but the vendor obviously doesn't want clients doing...
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Lessons Learned
Overall, we are very pleased with IntelePACS. Not much has changed with the actual PACS interface....
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Service and Support
Intelerad needs to make a lot of changes. My biggest frustration is that they promise an ability to...
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Relationship
There has been a lot of turnover at the top of Intelerad, and that has been difficult. If I meet...
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ROI / Cost (care and feeding)
Intelerad doesn’t avoid charging for every little thing, but they are better in that area than they...
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Functionality and Upgrades
IntelePACS continues to be very stable. We have gone through a few upgrades, which have all been smooth....
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Service and Support
Intelerad is in the same boat as everyone else when it comes to support. They have lost a lot of...
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Relationship
Intelerad is up front and honest about charges. No unforeseen charges have come up.
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Service and Support
The Intelerad executive team is very engaged. Every time that we have an issue, a very high-level...
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Service and Support
Intelerad has changed their support system several times. Sometimes an issue doesn't get submitted...
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Relationship
We have regular meetings with our client success manager. That is good.
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Relationship
We have had several client success managers over the years. Some of them have moved up in Intelerad,...
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Functionality and Upgrades
The upgrades we need are getting pushed back. One of the delayed upgrades affected a patient safety...
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Relationship
Sometimes when we are having extreme difficulty with IntelePACS, we question why we still have it....
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ROI / Cost (care and feeding)
The vendor tries to charge for everything. That is how Intelerad makes their money. They could be...
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Functionality and Upgrades
Intelerad promised us load balancing, but that didn't happen. The vendor made us get more servers,...
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Service and Support
One of the common problems we have had with IntelePACS is that the updates invariably break...
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Functionality and Upgrades
The radiologists love IntelePACS. It is user friendly and intuitive. We can send images and set...
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Functionality and Upgrades
We have had a lot of problems with getting multifactor authentication, which is a big thing right...
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ROI / Cost (care and feeding)
Unexpected costs from Intelerad have been a complaint over the last couple of years. Things we were...
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Future Outlook
There are upcoming features we are looking forward to that we don't have access to today with our...
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Functionality and Upgrades
Intelerad is doing a good job of introducing new features around workflow and BI. Their acquisition...
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Service and Support
Historically, the support from Intelerad has been very good. The vendor has gone through periods of...
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Relationship
Intelerad does very well in terms of executive involvement. We are very happy with our account...
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Functionality and Upgrades
We have used a lot of PACS solutions, and Intelerad's is the only one that brings all our business...
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Functionality and Upgrades
IntelePACS is a very good, sound product. Intelerad offers many great features, like the ability to...
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Technology
I like the direction Intelerad is moving. They are growing fast and are pretty aggressive. They have...
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Relationship
There aren’t too many Canadian companies out there that so many people use. There are many...
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Other Observations & Comments
I have only had two account managers from Intelerad that have ever reached out to me, actually made...
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Service and Support
I opened a ticket recently with Intelerad. A few days after I opened the ticket, I got a response...
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Relationship
My biggest issue with Intelerad is the lack of communication from the account manager given how much...
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Relationship
Intelerad said they had a cardiology PACS they wanted to show us. We did the demo. My administration...
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Functionality and Upgrades
I don’t like that we have three different things we can do to get into the system. InteleViewer is...
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Other Observations & Comments
I believe we are keeping the product for the long term, but the radiologists who have more of an...
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ROI / Cost (care and feeding)
We certainly get some charges over time, but the vendor has been fair with the cost. IntelePACS was...
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Implementation and Training
The training was very good in the beginning when the vendor had someone on-site training us. The...
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Functionality and Upgrades
The product certainly does what the vendor says it will do. The product has issues occasionally, but...
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Interfacing and Integration
We have an EHR that IntelePACS needs to interact with, and the EHR is not friendly at all in terms...
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Service and Support
When I put in a work ticket for support, it sometimes takes a little while to get some action on it,...
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Functionality and Upgrades
The vendor has an analytics module, and we want it to be able to search, analyze, and do things. The...
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Technology
We have had a certain issue with the system for years. The vendor always tells us that fixing that...
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Service and Support
Intelerad has experienced a significant brain drain in their technical resource and engineering...
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Functionality and Upgrades
We supposedly have a number of monitoring triggers built into our system to look at our capacity,...
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Functionality and Upgrades
We are dealing with an antiquated platform. Our current system has some very significant limitations...
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Service and Support
One of our stumbling blocks with Intelerad has been that end users and technical support people on...
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ROI / Cost (care and feeding)
When we want to add additional simple features to Intelerad's system, we are charged for the...
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Implementation and Training
Intelerad's application trainers are very confident. They can effectively deliver training to our...
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Relationship
I would not recommend Intelerad. They have taken a nose dive with their development and support over...
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Implementation and Training
There really isn't any training from Intelerad unless it is purchased.
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Relationship
I have a feeling that Intelerad purchased Ambra because Ambra has been Best in KLAS for so many...
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Relationship
We retain images, and I have rules in place for how long to keep them, but I have no ability to...
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Functionality and Upgrades
IntelePACS is not a terrible PACS for end-user radiologists, but it is not great for overall...
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Functionality and Upgrades
So far, the integration seems pretty good. We have had a few issues with the interfacing needing...
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Functionality and Upgrades
I would like to see better user friendliness. There are certain features that are just not there or...
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Service and Support
Intelerad's support is not the greatest. I have had a ticket open for weeks, and the support team is...
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Functionality and Upgrades
The system is pretty easy to learn and use compared to other systems that may work better in some...
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Functionality and Upgrades
I have mostly worked in health systems that purchased bigger systems to handle higher volumes and...
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Service and Support
So far, Intelerad’s ongoing support hasn’t been the greatest. We have had some things that have been...
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Service and Support
I have reached out to the implementation team, and they have been pretty good about helping us. At...
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