TrakCare EPR (Non-US)
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Subject Expert
Everton Santos
Research Director
Commentary Summary
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User Commentary
Interfacing and Integration
TrakCare EPR is very easy. I like its integration. As long as we have a valid contract, the...
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Functionality and Upgrades
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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ROI / Cost (care and feeding)
In my opinion, the cost of maintenance and enhancements for TrakCare EPR is very excessive.
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Service and Support
One of the challenges that InterSystems has is that all development decisions are made at the head...
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Service and Support
The quality of the product still needs to be improved. When we make suggestions of how to make the...
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Service and Support
The vendor's response times to support requests are sometimes long. The support team is much more...
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Implementation and Training
No solution is perfect, but if I knew of a better solution than TrakCare EPR, I would not purchase...
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Implementation and Training
TrakCare EPR is well implemented, reliable, and well secured. InterSystems has good training for...
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Future Outlook
InterSystems always has a blueprint for the future. They already have a plan to improve the product....
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Functionality and Upgrades
We always tell InterSystems that they need to improve the analytical reporting tools. They have...
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Functionality and Upgrades
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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Future Outlook
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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ROI / Cost (care and feeding)
InterSystems helps us drive excellent tangible outcomes for our organization.
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Service and Support
InterSystems has been putting in the effort to make sure their customers are taken care of. We have...
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Functionality and Upgrades
We still have some challenges with reports and getting information out of the product. When we put...
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Other Observations & Comments
If InterSystems were to see how their product is performing in different organizations, that would...
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Other Observations & Comments
We are undertaking a significant upgrade for the product. We have just recently started that...
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ROI / Cost (care and feeding)
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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Technology
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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Other Observations & Comments
We are keeping the product because there aren't very many things on the market and it is an...
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Technology
The product does 90% of what the hospital needs for the EMR. We only need some extra new...
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Functionality and Upgrades
Things are going very well with InterSystems. The system is working very well, and we have no...
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Service and Support
We have direct contact with our representative at InterSystems. If we have a problem, we can call...
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Other Observations & Comments
Most of the time, InterSystems helps us very quickly. Sometimes they can take longer than expected,...
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Service and Support
One of InterSystems' biggest strengths is how reactive they are. I also like the product's...
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Implementation and Training
It would be helpful if InterSystems increased their training and proactivity based on the...
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Functionality and Upgrades
One of the vendor's strengths is their ability to make custom configurations and change settings to...
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Functionality and Upgrades
We like that the product is a legible patient record. We can read a patient's medical history in one...
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Functionality and Upgrades
The vendor should make it easier for us to prescribe continuous IVs and drugs at the pump.
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Service and Support
The vendor needs to focus over the next year or so on their technical support hotline. It is very...
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Functionality and Upgrades
InterSystems' greatest strength is marketing. I like the web solution most. InterSystems could...
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Interfacing and Integration
InterSystems' strengths are their technology, database, and integration engine. The integration of...
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Functionality and Upgrades
I like the system's robustness and the response time on the user side.
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Future Outlook
We are waiting to install one of the vendor's new releases and one of the vendor's other solutions....
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Service and Support
InterSystems could improve my experience by offering increased support, a larger workforce in our...
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Service and Support
The vendor’s structure changes temporarily improved, but then things fell back again. It can take...
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Functionality and Upgrades
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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Other Observations & Comments
I can't emphasize enough how important it is for InterSystems to continually focus on improving the...
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Service and Support
InterSystems has a user group, which is a good benefit for us as a customer.
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Functionality and Upgrades
We like the patient summary that is provided in TrakCare EPR. The active clinical notes are also one...
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Functionality and Upgrades
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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Sales and Contracting
InterSystems promised that upgrades would be a part of the contract so that we would always get the...
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Service and Support
Sometimes we discover that there is an issue with the product from an end user. We had hoped that...
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Functionality and Upgrades
The system uses very simple technology and is so easy that any normal user can use the full system.
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Lessons Learned
I would tell a peer they should know the exact scope of their project whenever they begin a new...
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Functionality and Upgrades
There are two main things I see as InterSystems' strengths. The first strength is staff availability...
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Functionality and Upgrades
Security and customizability are two areas where I would like to see InterSystems focus some of...
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Functionality and Upgrades
For many of our clinicians, the process for medication order entry is one that is very time...
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Lessons Learned
Knowing what we know about InterSystems now, we would buy the product again. The process has been a...
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Sales and Contracting
InterSystems' costs are fairly transparent. We have a fair understanding of things that are...
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Functionality and Upgrades
The main issue with InterSystems are the delays because they always say they are going to get more...
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ROI / Cost (care and feeding)
TrakCare EPR is a real workhorse for all of our hospitals and outpatient care facilities. We have...
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Service and Support
Sometimes we find out from other organizations about problems with the InterSystems product that...
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Service and Support
The executives from InterSystems do get involved with issues when needed. They are not the people we...
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Future Outlook
There is a new user interface coming for TrakCare EPR, and that will make the product more...
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Functionality and Upgrades
We know that a user's ability to configure the system is a factor determining customer satisfaction,...
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Relationship
We have a much better relationship with InterSystems now than we did before. The support is good,...
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Relationship
InterSystems does not always live up to their promises, and the conversations that we have with them...
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Service and Support
Some of InterSystems' team members are really good, and we have a really good relationship with...
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Relationship
InterSystems certainly could be more proactive in helping us get more practical with functionality...
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Service and Support
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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Other Observations & Comments
I would like for InterSystems to give us some quotes. That is how they could improve. We have a few...
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Other Observations & Comments
I have concerns about our future with TrakCare EPR. It is going to be much harder for the product to...
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Implementation and Training
The selling point of the product was that we could customize it, but the customizations cause...
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Service and Support
TrakCare EPR is a stable system, but it is massive. The vendor does not have enough people to...
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Functionality and Upgrades
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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Service and Support
InterSystems has good support because everyone is approachable. We are able to work through issues...
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ROI / Cost (care and feeding)
With all the new systems in the market now, it is difficult to say whether we would purchase the...
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Lessons Learned
Regarding documentation or orders, the product is perfect. The billing module needs some work. It is...
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Functionality and Upgrades
We have been able to replace a number of systems with TrakCare EPR. There are still some systems...
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Functionality and Upgrades
Our patient volume is high. Any electronic service makes it easy to have patient information in one...
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Interfacing and Integration
We have achieved some important integrations such as integrating the product with a lab instrument...
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Technology
A strength of the product is its world-class data center backup.
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Functionality and Upgrades
I like how accessible patients' histories are.
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Lessons Learned
The product needs to be more customizable to an organization's location and needs.
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Implementation and Training
There is a slow or unresponsive response to things that we raise, especially during the...
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Service and Support
InterSystems could improve the customer experience by providing more staff on the ground to serve...
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Functionality and Upgrades
The product is user friendly. I like the speed of the processes.
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ROI / Cost (care and feeding)
The vendor could improve and unify the reports so that there are no errors in the interpretation of...
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Interfacing and Integration
The vendor could improve the customer experience by offering integration with all local systems.
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Service and Support
One of InterSystems' strengths is that their team is knowledgeable about the product.
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Technology
I like the stability of the product.
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Relationship
InterSystems is improving, but there is still much room for improvement. After a rocky...
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Functionality and Upgrades
A strength of this product is that it is in accordance with ministerial requirements. And I like...
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Functionality and Upgrades
The reporting could be improved. And InterSystems could improve my experience by offering more...
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ROI / Cost (care and feeding)
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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Future Outlook
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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Win/Loss - Why they were selected (by current clients)
Our experience with InterSystems has been positive. We chose InterSystems mainly because out of all...
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Functionality and Upgrades
The most recent upgrade did a significant uplift to the user interface and the way it displays on...
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Relationship
There is no application on the planet that does everything the customer wants. But the vendor is...
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Sales and Contracting
In the contract, we pushed a lot of obligations on the vendor. But in hindsight, that wasn’t very...
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Relationship
There is no perfect software solution. Different clinicians have different views on what the best...
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Functionality and Upgrades
Reporting within TrakCare EPR is massively frustrating. The RCM side of the software is especially...
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Service and Support
InterSystems has people at multiple levels who are empowered to solve our problems. We are having to...
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ROI / Cost (care and feeding)
We were hoping to get efficiency gains on the RCM side of the system. We wanted to utilize fewer...
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Lessons Learned
Knowing the gaps and issues with TrakCare EPR, I would set up the contract in a different way. I...
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Service and Support
InterSystems takes way too long to resolve important issues. They certainly have a capacity problem,...
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ROI / Cost (care and feeding)
Due to the financial costs of TrakCare EPR, we would not buy from InterSystems again. Every time we...
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Relationship
InterSystems did not promote an additional feature of TrakCare EPR to our users. The vendor came to...
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Functionality and Upgrades
IThe system is user-friendly, and it meets our needs today. The newest upgrade to the system is very...
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ROI / Cost (care and feeding)
Some of the system's features are not 100% implemented within our organization. We have problems...
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Functionality and Upgrades
TrakCare EPR does not have strict patient privacy protocols. People could potentially enter patient...
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Service and Support
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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Functionality and Upgrades
The system needs a patient safety improvement. We do not have a screen to notify us of critical...
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Service and Support
InterSystems' support team is great. They reach out to us and have meetings; they are very...
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Functionality and Upgrades
We do not have user-friendly dashboards with TrakCare EPR. Some functions are still pending...
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Functionality and Upgrades
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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Service and Support
The vendor would improve their customers' experiences if they were to continue to support their end...
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Functionality and Upgrades
InterSystems could be better at adapting to the countries where they implement their system.
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Lessons Learned
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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Interfacing and Integration
We have been working on a patient hub initiative, and that allows patients to receive a text message...
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Future Outlook
With the product, we are looking to simplify the landscape. In the beginning, each of our hospitals...
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Relationship
We are expecting some new features to come out in the near future. However, InterSystems is not the...
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Other Observations & Comments
In terms of clinical benefits, the only clinical application when it was implemented was the...
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ROI / Cost (care and feeding)
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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Implementation and Training
We had a particularly rocky road in our last upgrade. The vendor changed their approach. They used...
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Functionality and Upgrades
The product has a new UI, which will probably help. Within the product, in terms of the nonclinical...
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Service and Support
I don't deal with InterSystems' support services. I deal with people higher up in the organization,...
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Relationship
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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Functionality and Upgrades
TrakCare EPR is highly configurable. The workflow can be configured so that each individual business...
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Service and Support
The vendor's greatest strengths are the product, the technology, and their know-how.
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Functionality and Upgrades
Compared to the release in use, we have appreciated the versatility and the possibility of...
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Functionality and Upgrades
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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Other Observations & Comments
We have no direct contact with InterSystems, so I cannot comment on what they could do to improve my...
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Interfacing and Integration
Originally, our EHRs didn't talk to each other, but InterSystems has certainly helped unify our...
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Service and Support
We work very well in terms of how we collaborate with InterSystems. Initially, they had given us...
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Service and Support
InterSystems is very professional and easy to approach, but sometimes it takes time to get certain...
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Other Observations & Comments
The experience of InterSystems' clients would be better if the clients themselves could either train...
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Implementation and Training
When we started using TrakCare EPR, the RCM component of the solution was not yet well developed....
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Future Outlook
I look forward to implementing all these new improvements that InterSystems has been announcing....
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Implementation and Training
In the early stages of implementing TrakCare EPR at our institution, we found several difficulties,...
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Functionality and Upgrades
Customers need to consider a training curve. In our early stages, the product was time consuming....
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Functionality and Upgrades
The patient evaluations are complete thanks to TrakCare EPR, and we can avoid legal issues because...
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Interfacing and Integration
TrakCare EPR is a closed system for some functions, but the system offers the opportunity to link...
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Functionality and Upgrades
I am satisfied because TrakCare EPR is a very complete system regarding the field of clinical...
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ROI / Cost (care and feeding)
Our experience with the vendor has been a bumpy ride at times. That is the norm between a client and...
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Lessons Learned
We would definitely buy the product again. There are so many new products coming into the market,...
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Relationship
TrakCare EPR is flexible about giving us things if those things are not part of the scope.
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Functionality and Upgrades
I appreciate the product's stability. It is not easy to use InterSystems' technology because not...
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ROI / Cost (care and feeding)
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
We have a very positive relationship with InterSystems. A lot of regulatory changes come from the...
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Future Outlook
The product is definitely part of our long-term plans. We will not move very easily. We are married...
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Relationship
Many times, we might have a wish list of things that need to happen, but things cannot always...
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ROI / Cost (care and feeding)
InterSystems does not charge us for things that we didn't agree on in advance. We know that the...
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Interfacing and Integration
InterSystems is very good at creating interfaces most of the time. There are a couple of outstanding...
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Lessons Learned
We have been wondering whether there is a way to create search connections between medical records...
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Other Observations & Comments
We would like to see InterSystems providing some more role-specific or profile-specific training on...
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Relationship
Some of InterSystems' biggest strengths are their professionalism and reliability.
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Lessons Learned
End users have to be much more engaged in validation steps for our administrative flows than we expected....
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Service and Support
I would like to see InterSystems improve their response time for service requests.
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Lessons Learned
I recommend that InterSystems evaluate ways to accommodate minor application changes based on user...
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Service and Support
During our last upgrade, we received really good support from InterSystems. We have a few...
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Service and Support
The support that we have received for TrakCare EPR has been good. However, the vendor's people...
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ROI / Cost (care and feeding)
InterSystems is one of the best suppliers out there, and they don't charge us for every little...
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Implementation and Training
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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Functionality and Upgrades
Things have been really good with the system. Our last upgrade was better than the upgrade before...
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Future Outlook
We have heard others mention that TrakCare EPR is clunky, but its new UI should help resolve that...
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Service and Support
InterSystems needs to offer support for technical and administrative modalities for version upgrades....
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Interfacing and Integration
One of the vendor's strengths is that they have a natively integrated solution. I like that the...
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Functionality and Upgrades
The vendor could improve the graphical interface for some of the application's functions. The vendor...
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Functionality and Upgrades
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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Functionality and Upgrades
I would be lost without TrakCare EPR, and running my department without it would be very difficult....
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Future Outlook
We haven’t done anything hugely new with InterSystems in the last few years, but we are looking...
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Service and Support
InterSystems still has relative problems in terms of time scales for delivery. Things seem to take a...
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Relationship
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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ROI / Cost (care and feeding)
The check for the system is the biggest check we write every month, but we undoubtedly get a lot of...
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Technology
The biggest strength of TrakCare EPR is the setup. The system’s functionalities are based on...
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Interfacing and Integration
I would like to see the vendor take local market requirements into consideration. We need to have...
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Implementation and Training
I would like the vendor to provide solution updates more quickly. I expected the vendor to be more...
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Lessons Learned
The best improvement InterSystems could provide would be a guidebook to their product. They should...
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Implementation and Training
InterSystems doesn’t provide proper documentation. They continually talk about cascade training,...
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Relationship
InterSystems does not reach out to their customers. They should be interacting with people and...
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Future Outlook
I really hope that InterSystems lives up to their promises and that we get a functional product. We...
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Functionality and Upgrades
TrakCare EPR is robust, and it doesn't fail. However, there are two elements that we strongly feel...
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Service and Support
InterSystems has knowledgeable executives involved who know their product and who are starting to be...
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Service and Support
Talking with InterSystems has always felt as though I were being offered a car. If someone were...
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Functionality and Upgrades
The user interface is coming along. The current TrakCare EPR interface is reminiscent of Windows 95....
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Service and Support
Initially, InterSystems was very difficult to work with. The people that we could speak with had...
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Implementation and Training
InterSystems is really good at describing how things might look, providing demonstrations, and...
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Other Observations & Comments
I always describe the system as a growing beast. We went from an old green-on-black DOS system to...
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Service and Support
We have a really good working relationship with the vendor. There have occasionally been a few...
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Relationship
We have a dedicated project manager, and we have always had either a program or project manager who...
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Functionality and Upgrades
A strength of the system is the vast amount of information that is readily available. The more...
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Interfacing and Integration
We have done a lot of integration work. We have access to healthcare records that we can feed into...
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Future Outlook
We are just trying to get the vendor to understand our vision and have people on-site who are...
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Service and Support
The service can go either way depending on our request. The turnaround time for solving issues that...
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Lessons Learned
My advice to others would be to work together, understand different people's perspectives, and...
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Functionality and Upgrades
The solution's adoption is good after a period of time, but it is quite a painful process to start...
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Functionality and Upgrades
TrakCare EPR's ease of use depends on the user. The solution is okay for our nurses, but our...
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Functionality and Upgrades
I like TrakCare EPR. I don't have any issues with the actual product, but it is very difficult for...
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Relationship
We delayed the deployment because we had some problems with TrakCare EPR that were partly our fault...
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Future Outlook
The training has been very good, and I think the product's usability is going to improve hugely....
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Service and Support
InterSystems’ support is wonderful. The current team that works alongside us is outstanding; they...
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Sales and Contracting
If we could get more capabilities in the sister companies’ programs, I would expect InterSystems to...
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Future Outlook
Some of the clinicians still believe that TrakCare EPR is slightly clunky, but sometimes they say it...
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Functionality and Upgrades
TrakCare EPR is an easy-to-use solution that also gives us the ability to adapt things to our needs....
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Service and Support
The original product that we were trying to go with is slightly different from what we are going...
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Functionality and Upgrades
The functionality is always just about there but not quite meeting all of our needs. Our clinicians...
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Other Observations & Comments
What InterSystems is playing into here is quite a mature platform offering. They haven't been able...
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Relationship
InterSystems needs to listen to the customer and actively engage with the customer. The vendor needs...
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Technology
TrakCare EPR is quite an old-looking system compared to some of the other ones that we have. That...
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Service and Support
Our regular technical people that support our application are pretty good. But the people that want...
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Interfacing and Integration
I like the level of integration across modules; it is generally good. We use a lot of the modules...
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Implementation and Training
We had a recent in-person training from InterSystems, and there was a lot of good documentation.
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Service and Support
Proactive service from InterSystems is variable, but we get executive involvement when necessary....
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Service and Support
There is a lack of working together within InterSystems’ organization. We speak to an implementation...
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Interfacing and Integration
The process of information going out of TrakCare EPR is okay, but the process of information going...
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Other Observations & Comments
The vendor isn't proactive in terms of new things. They are a little more interactive in terms of...
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Sales and Contracting
InterSystems can sell very well, but actually trying to implement what they are selling can be quite...
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Future Outlook
If we were only looking purely at the system as the delivery of an acute system, we would be getting...
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Functionality and Upgrades
The product isn't the kind of product that we can just make a lot of changes to. The changes are...
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Other Observations & Comments
The vendor has a vision. I am not quite sure that the vendor's vision ties in with our vision. There...
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Implementation and Training
We do feel quite supported during an upgrade. The upgrade and implementation services are strong....
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Functionality and Upgrades
We have come out the back of an upgrade and have identified a reasonably significant data problem....
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Functionality and Upgrades
The system is a workhorse. It is robust and stable, notwithstanding upgrade issues. The system is...
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Implementation and Training
I am not aware of any training that the vendor does. That is the challenge with some of the features...
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Relationship
InterSystems does try quite hard. They are helpful, but our project team as a whole feels frustrated...
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ROI / Cost (care and feeding)
When possible, InterSystems tries their best to not charge for certain work. There is obviously some...
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Functionality and Upgrades
Everything considered, the product itself has a fair or solid enough foundation. The clinicians that...
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Relationship
InterSystems is quite reactive. I can’t think of any time in the last few years when the vendor has...
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Interfacing and Integration
The system has allowed us to connect our services as a hospital to a broader health and care system....
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Relationship
InterSystems is a really positive and proactive partner. They provide a capability and some...
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Functionality and Upgrades
Things are going pretty well with InterSystems. In terms of the technology stack and resilience,...
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Functionality and Upgrades
Undoubtedly, there are limitations with the product. For example, TrakCare EPR is incredibly complex...
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Future Outlook
Our clinical teams say that there are certain areas of the UI that are really challenging. But that...
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Relationship
The vendor’s executive team is good, and they have been helping us understand the potential of...
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ROI / Cost (care and feeding)
If I had more money, I would probably buy a different product, but if I had the same amount of money...
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Service and Support
I have always said that if there is a sizable piece of work, obviously we can be charged for it. We...
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Technology
We are still waiting on getting a mobile solution from InterSystems.
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Relationship
I don’t get a lot of involvement from InterSystems' executives.
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Functionality and Upgrades
TrakCare EPR is well supported by InterSystems, but the product takes too long to upgrade, and we...
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Functionality and Upgrades
My experience with InterSystems has been a bit of an oil tank. Anything I want to do in TrakCare EPR...
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Relationship
InterSystems hasn’t kept their promises, but where they haven't kept their promises, they have...
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ROI / Cost (care and feeding)
Things have gone very well with the system. From a functional adoption perspective, there has been a...
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Win/Loss - Why they were selected (by current clients)
One reason we decided to go with InterSystems was their track record. The vendor also deployed at...
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Relationship
Our relationship has gone through the peaks and troughs of any partnership, so there have been times...
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Relationship
I am amazed that the approach taken from the sale to the implementation of the system is remarkably...
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Win/Loss - Why they were selected (by current clients)
One of the reasons we selected InterSystems was that they were in many countries and they had...
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ROI / Cost (care and feeding)
The vendor charges us based on the services we consume. The vendor has been extremely flexible. The...
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Service and Support
We have had a good experience with the vendor's support. The vendor is always available and meets...
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Relationship
The vendor has executives for different countries. I e
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