TrakCare EPR (Global)
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Subject Expert
Everton Santos
Research Director
Commentary Summary
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User Commentary
Product
One of TrakCare EPR's main strengths is its user friendliness. We like the product's accessibility....
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Product
If I were to talk to a peer about the system, I would tell them that one of the biggest benefits of...
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Relationship
We shared some concerns with the vendor about the system's performance when we first started on it,...
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Relationship, Product
The biggest improvement that the vendor could make would be to have the product truly reflect local...
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Loyalty
When it comes to billing, all of the vendor's charges are consistent with the contract that we have...
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Operations
It has taken us a long time to organize training for my team regarding TrakCare EPR. I constantly...
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Product
I think a lot of aspects of TrakCare EPR are quite user friendly, and the system fits our needs. It...
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Relationship
InterSystems is looking to do better with integrations for things such as pulling more information....
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Operations, Product
It is taking too long to achieve things. One part of the product is only implemented and live in the...
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Relationship
The users say the help desk is deficient because calls aren’t getting answered. When users have...
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Loyalty
The overall EMR implementation has improved our internal processes. We want to enhance this product...
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Product
Users are complaining about the number of clicks. There are too many windows. With the new version,...
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Product, Value
Critical patients are suffering as a result of paper being used and mixed with the EMR. The main...
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Product
Certain components or modules inside of the EMR system can be changed without administrative rights,...
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Loyalty, Product
We are working on the laboratory integration at the moment. It is taking a long time and is not easy....
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Product
I really like how all of our patient data is in the EMR. It is easy to access and much better than paper....
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Operations
We recently upgraded to a newer version, and that migration was painful and very challenging for us....
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Relationship
The support and resources allocated to our organization are not enough. Users are complaining, and...
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Product
InterSystems needs to invest in better system usability. Users are complaining about there being way...
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Operations
The implementation in the public sector is a different reality. The methodology for the...
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Relationship
InterSystems does alert us at times to safety issues that come up in the safety logs, but the alerts...
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Culture, Value
InterSystems shows us what we are functionally asking for if we ask specific questions. But there is...
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Operations
We have to create integration training ourselves. It would be good to see more involvement from...
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Loyalty
We are getting better with our end screens to make TrakCare EPR more of a user-friendly system. The...
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Product
I like the electronic record and the digital records per user. There was an update that made...
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Relationship
InterSystems’ ticket system has limitations, and we have gotten out of the habit of picking up the...
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Product
TrakCare EPR delivers a lot for us, and the quality of the system has gotten better.
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Operations
We went live with a module in TrakCare EPR, and the initial interaction from the implementation team...
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Product
We did some work in TrakCare EPR and added something, and one of the main bits of feedback we got...
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Relationship
InterSystems’ web support has improved recently. For example, now there is a portal where we can...
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Relationship
InterSystems’ timelines are tricky, and there are definitely gaps. It is difficult to know whether...
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Relationship
There was a gap between us and the vendor’s product team when we explained exactly what we were...
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Product
I appreciate TrakCare EPR's robust database and limited amount of downtime.
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Relationship
InterSystems could improve by increasing the number of support resources for TrakCare EPR.
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Loyalty, Relationship
The product is good and stable. We have a really good relationship with InterSystems; the vendor...
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Product
TrakCare EPR's main strength is that it is a flexible platform that does what we need it to do. I...
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Operations
InterSystems could improve their integrations. I wish that there were base integrations ready for us...
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Relationship
The vendor’s support is lacking. When we submit a ticket, there is little to no response, and the...
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Product
The product is a very good clinical system, and it integrates well. We are able to do good multisite...
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Loyalty, Product
There are a few areas that are still lagging in the product. We are seeing a lot of patients, and...
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Relationship
When we submit change requests, the vendor’s delivery timeline should be short. That would help us...
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Product
The product quality of TrakCare EPR is the best, and the engagement with the vendor is going great....
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Culture, Value
InterSystems won't charge for every little thing, but if they create more adoption in our area, it...
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Relationship
The tech support team from InterSystems is quite approachable. The attention from the senior...
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Product
InterSystems’ leadership focus should be on the localization of their product, especially when it...
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Product
One thing the users dislike is the system's inability to help users comply with government...
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Relationship
One problem with the product is clinical documentation quality, but we won't fault InterSystems for...
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Loyalty
Some of our user groups are extremely dissatisfied with the product. One reason for that is that our...
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Product
Because our local healthcare systems are different from international systems, our new users...
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Value
The vendor charges a lot for the analyzers in the lab module. Compared to local vendors,...
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Relationship
We are publishing all of the user requests and break fixes that are on the vendor's site. We...
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Operations, Operations
TrakCare EPR isn't an amazing product, but it is a very good product, and it has worked well for us....
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Operations, Operations
Our initial training with InterSystems was definitely not good. It was so bad that we ended up...
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Relationship
The vendor proposes actions to drive improvement in terms of project management and solution...
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Loyalty, Product
InterSystems keeps most of their promises but not all. There is some system limitation capability...
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Relationship, Product
We have put in a lot of requests for many enhancements. Things remain broken.
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Relationship, Product
There is some limitation from vendor to vendor in terms of access privilege authentication.
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Operations
Not every functionality has been demonstrated to a superuser. We require refresher training and...
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Relationship
We call the local team first, and if the local team is not available, they direct us to the...
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Relationship
InterSystems looks after a lot of hospitals, and we need some of the help that they offer. There are...
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Product
The product's biggest strengths are its modularity and structure. I would suggest the vendor improve...
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Product
TrakCare EPR is very easy. I like its integration. As long as we have a valid contract, the...
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Loyalty
A lot of the modules that we have developed in the current system will be deleted because they...
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Relationship
There have been some improvements from InterSystems over the past year. Perhaps the most notable...
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Value
In my opinion, the cost of maintenance and enhancements for TrakCare EPR is very excessive.
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Relationship
One of the challenges that InterSystems has is that all development decisions are made at the head...
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Relationship, Product
The quality of the product still needs to be improved. When we make suggestions of how to make the...
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Relationship
The vendor's response times to support requests are sometimes long. The support team is much more...
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Operations
No solution is perfect, but if I knew of a better solution than TrakCare EPR, I would not purchase...
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Operations, Product
TrakCare EPR is well implemented, reliable, and well secured. InterSystems has good training for...
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Relationship
InterSystems always has a blueprint for the future. They already have a plan to improve the product....
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Loyalty, Relationship, Product
We always tell InterSystems that they need to improve the analytical reporting tools. They have...
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Product
We tell InterSystems that they need to bring other solutions that will help physicians, such as AI...
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Relationship
We have regular meetings with the executives from InterSystems to check how things are going with...
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Loyalty
All of our people want more use out of TrakCare EPR. We have all of the information that we need for...
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Relationship, Value
InterSystems helps us drive excellent tangible outcomes for our organization.
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Relationship
InterSystems has been putting in the effort to make sure their customers are taken care of. We have...
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Product
We still have some challenges with reports and getting information out of the product. When we put...
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Relationship, Operations
If InterSystems were to see how their product is performing in different organizations, that would...
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Loyalty
We are undertaking a significant upgrade for the product. We have just recently started that...
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Product
The fact that we can customize the product and make it do all sorts of clever things is great. It is...
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Relationship
I would describe our relationship with the vendor as being on a journey together. We have good...
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Loyalty, Product
The product doesn't meet all of our needs. We are doing an upgrade so we can take advantage of some...
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Loyalty, Value
We are keeping the product because there aren't very many things on the market and it is an...
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Product
The product does 90% of what the hospital needs for the EMR. We only need some extra new...
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Product
Things are going very well with InterSystems. The system is working very well, and we have no...
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Relationship
We have direct contact with our representative at InterSystems. If we have a problem, we can call...
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Relationship
Most of the time, InterSystems helps us very quickly. Sometimes they can take longer than expected,...
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Relationship, Product
One of InterSystems' biggest strengths is how reactive they are. I also like the product's...
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Operations
It would be helpful if InterSystems increased their training and proactivity based on the...
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Relationship, Product
One of the vendor's strengths is their ability to make custom configurations and change settings to...
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Product
We like that the product is a legible patient record. We can read a patient's medical history in one...
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Product
The vendor should make it easier for us to prescribe continuous IVs and drugs at the pump.
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Relationship
The vendor needs to focus over the next year or so on their technical support hotline. It is very...
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Product
InterSystems' greatest strength is marketing. I like the web solution most. InterSystems could...
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Product
InterSystems' strengths are their technology, database, and integration engine. The integration of...
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Product
I like the system's robustness and the response time on the user side.
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Culture, Relationship
InterSystems could improve my experience by offering increased support, a larger workforce in our...
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Relationship
The vendor’s structure changes temporarily improved, but then things fell back again. It can take...
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Product
One of the key strengths of the system is how flexible it is. We can make the changes we want to...
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Operations, Product
I can't emphasize enough how important it is for InterSystems to continually focus on improving the...
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Relationship, Operations
InterSystems has a user group, which is a good benefit for us as a customer.
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Product
We like the patient summary that is provided in TrakCare EPR. The active clinical notes are also one...
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Product
The biggest opportunities for improvement in the product are around active analytics, medication...
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Relationship
We appreciate that InterSystems will question how things are working and then propose ways to...
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Culture
InterSystems promised that upgrades would be a part of the contract so that we would always get the...
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Relationship
Sometimes we discover that there is an issue with the product from an end user. We had hoped that...
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Product
The system uses very simple technology and is so easy that any normal user can use the full system.
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Culture, Value
I would tell a peer they should know the exact scope of their project whenever they begin a new...
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Relationship, Product
There are two main things I see as InterSystems' strengths. The first strength is staff availability...
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Relationship, Product
Security and customizability are two areas where I would like to see InterSystems focus some of...
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Product
For many of our clinicians, the process for medication order entry is one that is very time...
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Value
InterSystems' costs are fairly transparent. We have a fair understanding of things that are...
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Relationship, Product
The main issue with InterSystems are the delays because they always say they are going to get more...
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Product, Value
TrakCare EPR is a real workhorse for all of our hospitals and outpatient care facilities. We have...
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Relationship
Sometimes we find out from other organizations about problems with the InterSystems product that...
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Relationship
The executives from InterSystems do get involved with issues when needed. They are not the people we...
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Loyalty, Product
There is a new user interface coming for TrakCare EPR, and that will make the product more...
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Loyalty, Product
We know that a user's ability to configure the system is a factor determining customer satisfaction,...
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Culture, Relationship
We have a much better relationship with InterSystems now than we did before. The support is good,...
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Culture, Relationship
InterSystems does not always live up to their promises, and the conversations that we have with them...
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Relationship
Some of InterSystems' team members are really good, and we have a really good relationship with...
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Relationship, Operations
InterSystems certainly could be more proactive in helping us get more practical with functionality...
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Culture
We were told that if we upgraded to a certain version, we would be able to move to the new user...
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Loyalty
I have concerns about our future with TrakCare EPR. It is going to be much harder for the product to...
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Loyalty, Product
The selling point of the product was that we could customize it, but the customizations cause...
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Relationship, Product
TrakCare EPR is a stable system, but it is massive. The vendor does not have enough people to...
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Operations, Product
TrakCare EPR is complex, so it is hard to use because it is such a massive system. There is a lot...
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Relationship
InterSystems has good support because everyone is approachable. We are able to work through issues...
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Value
With all the new systems in the market now, it is difficult to say whether we would purchase the...
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Product
Regarding documentation or orders, the product is perfect. The billing module needs some work. It is...
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Loyalty, Product
We have been able to replace a number of systems with TrakCare EPR. There are still some systems...
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Product
Our patient volume is high. Any electronic service makes it easy to have patient information in one...
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Product
We have achieved some important integrations such as integrating the product with a lab instrument...
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Product
A strength of the product is its world-class data center backup.
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Product
I like how accessible patients' histories are.
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Product
The product needs to be more customizable to an organization's location and needs.
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Relationship, Operations
There is a slow or unresponsive response to things that we raise, especially during the...
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Relationship
InterSystems could improve the customer experience by providing more staff on the ground to serve...
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Operations, Product
The product is user friendly. I like the speed of the processes.
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Product
The vendor could improve and unify the reports so that there are no errors in the interpretation of...
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Relationship
The vendor could improve the customer experience by offering integration with all local systems.
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Relationship
One of InterSystems' strengths is that their team is knowledgeable about the product.
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Relationship, Product
I like the stability of the product.
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Loyalty, Relationship, Operations
InterSystems is improving, but there is still much room for improvement. After a rocky...
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Product
A strength of this product is that it is in accordance with ministerial requirements. And I like...
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Product
The reporting could be improved. And InterSystems could improve my experience by offering more...
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Culture, Value
We have a good contract, so there is no room for the vendor to bill us for anything unless we seek...
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Loyalty
We are working through all of the areas where we don’t see things the same way as the vendor. Those...
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Loyalty, Relationship
Our experience with InterSystems has been positive. We chose InterSystems mainly because out of all...
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Product
The most recent upgrade did a significant uplift to the user interface and the way it displays on...
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Culture
There is no application on the planet that does everything the customer wants. But the vendor is...
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Culture
In the contract, we pushed a lot of obligations on the vendor. But in hindsight, that wasn’t very...
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Loyalty
There is no perfect software solution. Different clinicians have different views on what the best...
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Product, Value
Reporting within TrakCare EPR is massively frustrating. The RCM side of the software is especially...
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Relationship
InterSystems has people at multiple levels who are empowered to solve our problems. We are having to...
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Operations, Value
We were hoping to get efficiency gains on the RCM side of the system. We wanted to utilize fewer...
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Culture, Loyalty
Knowing the gaps and issues with TrakCare EPR, I would set up the contract in a different way. I...
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Relationship
InterSystems takes way too long to resolve important issues. They certainly have a capacity problem,...
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Loyalty, Value
Due to the financial costs of TrakCare EPR, we would not buy from InterSystems again. Every time we...
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Culture, Operations
InterSystems did not promote an additional feature of TrakCare EPR to our users. The vendor came to...
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Product
IThe system is user-friendly, and it meets our needs today. The newest upgrade to the system is very...
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Value
Some of the system's features are not 100% implemented within our organization. We have problems...
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Product
TrakCare EPR does not have strict patient privacy protocols. People could potentially enter patient...
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Relationship
We can reach out to the vendor’s support team when there is a crisis. When I speak to the network...
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Product
The system needs a patient safety improvement. We do not have a screen to notify us of critical...
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Relationship
InterSystems' support team is great. They reach out to us and have meetings; they are very...
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Product
We do not have user-friendly dashboards with TrakCare EPR. Some functions are still pending...
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Relationship
When we need support around a new enhancement, we sometimes struggle because the vendor will ask for...
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Relationship
Some of InterSystems' strengths are their teamwork and the intuitive knowledge that they offer.
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Relationship, Operations
The vendor would improve their customers' experiences if they were to continue to support their end...
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Relationship, Operations
InterSystems could be better at adapting to the countries where they implement their system.
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Loyalty, Value
We don't have the money for some of the other options in our region, so that is why we would buy...
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Relationship
The vendor intends to keep their promises. They don’t always deliver for smaller clients, but we do...
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Relationship
There are new people from the vendor that I engage with now, and I am seeing a change. Because we...
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Loyalty, Product
We have been working on a patient hub initiative, and that allows patients to receive a text message...
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Loyalty
With the product, we are looking to simplify the landscape. In the beginning, each of our hospitals...
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Loyalty, Relationship
We are expecting some new features to come out in the near future. However, InterSystems is not the...
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Loyalty, Product
In terms of clinical benefits, the only clinical application when it was implemented was the...
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Product, Value
At points, we need to bring in more staff to be able to do what we want to do for short periods of...
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Relationship, Operations
We had a particularly rocky road in our last upgrade. The vendor changed their approach. They used...
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Loyalty, Product
The product has a new UI, which will probably help. Within the product, in terms of the nonclinical...
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Relationship
I don't deal with InterSystems' support services. I deal with people higher up in the organization,...
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Operations
InterSystems could do better by giving a proper schedule for their training sessions. With a proper...
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Relationship
We have a great contact at InterSystems and a regular support person that we use very often. We also...
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Product
TrakCare EPR is highly configurable. The workflow can be configured so that each individual business...
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Relationship
The vendor's greatest strengths are the product, the technology, and their know-how.
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Operations
Compared to the release in use, we have appreciated the versatility and the possibility of...
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Operations, Product
We have a very old release, and it is clear that we would hope for the same level of autonomy in...
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Relationship
We have no direct contact with InterSystems, so I cannot comment on what they could do to improve my...
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Product
Originally, our EHRs didn't talk to each other, but InterSystems has certainly helped unify our...
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Relationship
We work very well in terms of how we collaborate with InterSystems. Initially, they had given us...
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Relationship
InterSystems is very professional and easy to approach, but sometimes it takes time to get certain...
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Operations
The experience of InterSystems' clients would be better if the clients themselves could either train...
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Operations
When we started using TrakCare EPR, the RCM component of the solution was not yet well developed....
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Loyalty
I look forward to implementing all these new improvements that InterSystems has been announcing....
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Loyalty, Value
We would definitely buy the product again. There are so many new products coming into the market,...
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Culture, Product
TrakCare EPR is flexible about giving us things if those things are not part of the scope.
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Product
I appreciate the product's stability. It is not easy to use InterSystems' technology because not...
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Value
The hardware and infrastructure pieces are not too expensive, but the product is not cheap.
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Relationship
The vendor needs to be more present and grow the product outside of our territory.
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Relationship, Product
Some of InterSystems' biggest strengths are their professionalism and reliability.
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Relationship, Operations, Product
End users have to be much more engaged in validation steps for our administrative flows than we expected....
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Relationship
I would like to see InterSystems improve their response time for service requests.
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Relationship, Product
I recommend that InterSystems evaluate ways to accommodate minor application changes based on user...
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Relationship
During our last upgrade, we received really good support from InterSystems. We have a few...
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Culture
The support that we have received for TrakCare EPR has been good. However, the vendor's people...
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Value
InterSystems is one of the best suppliers out there, and they don't charge us for every little...
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Operations, Product
We do major upgrades for the system every once in a while, and that is a big undertaking. We have to...
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Operations, Product
Things have been really good with the system. Our last upgrade was better than the upgrade before...
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Loyalty, Product
We have heard others mention that TrakCare EPR is clunky, but its new UI should help resolve that...
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Relationship
InterSystems needs to offer support for technical and administrative modalities for version upgrades....
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Product
There are some things that we can do in other systems that we would like to be able to do in...
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Relationship
We used to have an account manager, but then, the vendor changed the way that they do things. Now,...
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Product, Value
I would be lost without TrakCare EPR, and running my department without it would be very difficult....
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Loyalty
We haven’t done anything hugely new with InterSystems in the last few years, but we are looking...
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Relationship, Product
InterSystems still has relative problems in terms of time scales for delivery. Things seem to take a...
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Relationship, Product
Once InterSystems has committed to doing something, they do it. It can take time, and sometimes our...
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Relationship
The vendor is very personable, approachable, and easy to talk to about problems. Different...
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Value
The check for the system is the biggest check we write every month, but we undoubtedly get a lot of...
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Product
The biggest strength of TrakCare EPR is the setup. The system’s functionalities are based on...
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Product
I would like to see the vendor take local market requirements into consideration. We need to have...
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Relationship, Operations
I would like the vendor to provide solution updates more quickly. I expected the vendor to be more...
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Relationship, Operations
The best improvement InterSystems could provide would be a guidebook to their product. They should...
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Operations
InterSystems doesn’t provide proper documentation. They continually talk about cascade training,...
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Culture, Relationship
InterSystems does not reach out to their customers. They should be interacting with people and...
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Loyalty
I really hope that InterSystems lives up to their promises and that we get a functional product. We...
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Operations, Product
TrakCare EPR is robust, and it doesn't fail. However, there are two elements that we strongly feel...
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Relationship
InterSystems has knowledgeable executives involved who know their product and who are starting to be...
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Culture
Talking with InterSystems has always felt as though I were being offered a car. If someone were...
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Loyalty, Product
The user interface is coming along. The current TrakCare EPR interface is reminiscent of Windows 95....
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Relationship
Initially, InterSystems was very difficult to work with. The people that we could speak with had...
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Culture
InterSystems is really good at describing how things might look, providing demonstrations, and...
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Operations, Product
I always describe the system as a growing beast. We went from an old green-on-black DOS system to...
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Relationship
We have a really good working relationship with the vendor. There have occasionally been a few...
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Loyalty, Relationship
We have a dedicated project manager, and we have always had either a program or project manager who...
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Product
A strength of the system is the vast amount of information that is readily available. The more...
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Product
We have done a lot of integration work. We have access to healthcare records that we can feed into...
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Relationship, Operations
We are just trying to get the vendor to understand our vision and have people on-site who are...
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Relationship
The service can go either way depending on our request. The turnaround time for solving issues that...
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Relationship
My advice to others would be to work together, understand different people's perspectives, and...
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