IntelePACS
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Subject Expert
Monique Rasband
Research Director
Commentary Summary
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User Commentary
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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ROI / Cost (care and feeding)
Intelerad is good at avoiding charging for unnecessary things. I like that we get a package deal and...
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Functionality and Upgrades
The IntelePACS software is dependable and intuitive. I don't have to show people how to use it. They...
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Service and Support
I would certainly look at all of my options before buying IntelePACS again mainly because...
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Service and Support
When Intelerad's support people actually work on my things and help me out, they are very good at...
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Functionality and Upgrades
IntelePACS is fantastic for the end user once it is built. Of course, there are things that...
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Functionality and Upgrades
The user interface and the functionality for radiology groups are fantastic. Our radiologists can be...
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Interfacing and Integration
Intelerad sorely needs to work on deeper integration with Clario's and Ambra's products. The...
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Technology
Intelerad has a direction and is moving their products into cloud data solutions. Most PACS can...
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Relationship
We are using IntelePACS for its viewer. The vendor acquired Clario Medical. We are standardizing...
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Functionality and Upgrades
I like that we have a good working knowledge of IntelePACS. Our radiologists adore its technology. I...
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Technology
I don't care that IntelePACS still has a thick client. The vendor doesn't have a web solution. That...
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Service and Support
Intelerad keeps their promises, but it takes them forever. They definitely are lacking resources...
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Relationship
Intelerad’s support people are not as fast as they used to be. Intelerad is still much better than...
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Relationship
Intelerad has been very good at doing their admin courses. They can definitely teach us things when...
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ROI / Cost (care and feeding)
The PACS is very solid, and I have worked with it for years now. I have worked with other PACS, and...
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Relationship
Intelerad is very good when it comes to identifying a bug and reaching out to us. I don't see many...
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Functionality and Upgrades
We haven't done an update for a while, but the updates have always been good. Our radiologists...
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Sales and Contracting
The vendor is fair in terms of cost. If we have a question or concern about a charge, the vendor is...
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Implementation and Training
The training is good because Intelerad has a lot of online videos and training that we can access.
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Other Observations & Comments
It is about that time that we review our PACS and see what is out there being offered. I am not sure...
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Technology
IntelePACS is stable. It doesn’t go down. It is very important that we do not have crashes and...
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Technology
It seems like the vendor hasn’t gone anywhere with technology. We are still doing the same things we...
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Functionality and Upgrades
Intelerad doesn’t promote a whole lot, so the product works well. What they say it does, IntelePACS...
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ROI / Cost (care and feeding)
With Intelerad, we have to pay for everything. Every time we want something that most other...
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Future Outlook
We are making changes with Intelerad, and that might be good. We are doing some storage in the cloud....
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Functionality and Upgrades
IntelePACS is a decent PACS. Its hardware design, business approach, and software support are good....
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Technology
IntelePACS' uptime and reliability have been a success. The vendor has taken ownership of the...
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Functionality and Upgrades
I wish that IntelePACS had the ability to restore deleted files. The system has a duplicate server...
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Functionality and Upgrades
Intelerad could probably increase the value or technical capability of their PET software. I think...
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Functionality and Upgrades
Ease of use is IntelePACS' biggest strength is its user-friendly interface. I like the multiplatform...
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Service and Support
When Intelerad first came on to the scene, the support was stellar. It was very good. As Intelerad...
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Implementation and Training
We don't get ongoing training from Intelerad, and we haven't had any training on the system since...
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Implementation and Training
IntelePACS can be a little hard to understand and train people on. It is a very good product. I am...
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Service and Support
Intelerad's support is in Canada, and they have a lot of French-speaking people. Sometimes, I find...
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