TrakCare (Global) Commentary
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Subject Expert
Everton Santos
VP of Engagement
Commentary Summary
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User Commentary
Relationship
Support is not ideal because InterSystems takes too long to come up with resolutions.
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Culture
Remaining with TrakCare is not our decision because we use the system as part of an agreement with...
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Product
We like how we can easily gather patient information into one single platform with TrakCare. Our...
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Loyalty
Our users complain about the interface; it is too busy and not easy to use. We are working to...
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Operations
The adoption of the system is limited; we still use a lot of paper. InterSystems needs to do a...
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Loyalty, Product
InterSystems has a new user interface that is due any time now, but they have been saying for a long...
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Relationship
]The support is probably industry standard, which is pretty generally poor. Response times need to...
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Operations
Upgrades are getting better, but the overarching implementation is poor. I don't think there is very...
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Relationship, Product, Value
InterSystems runs our data. They run the warehouse, so TrakCare is a SaaS, although it has gone...
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Relationship, Value
InterSystems does drive tangible outcomes, but they are not the ones that we necessarily subscribe...
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Loyalty, Relationship, Product
The biggest opportunity for improvement is the ability to acknowledge when InterSystems' product is...
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Product
TrakCare is absolutely criticized by everybody who sees it. They all talk about every other hospital...
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Relationship, Product, Value
Even when InterSystems delivers fixes, they come with bugs, and we have to go back time and time...
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Value
We are pretty happy with InterSystems as a company. InterSystems does not charge us for every little...
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Culture, Loyalty, Operations
I wasn't here when we bought TrakCare, but I know board members who were on the selection panel are...
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Loyalty, Product
I have used TrakCare in other organizations, so I know its potential, and I have seen better and...
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Relationship
InterSystems’ support is very bureaucratic. First, there is the local technical support team, and...
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Operations
InterSystems’ implementation team is very available and willing to support and guide us during the...
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Culture
I would tell someone considering working with InterSystems that they should do it. TrakCare is a...
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Operations, Product
It is not easy for a new user to learn how to use TrakCare on their own or with just a few...
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Operations
InterSystems should have more clinical staff to teach us how to apply the product at different...
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Relationship
Depending on how well our next update goes and whether we ever get fluid balance and early warning...
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Loyalty, Product
As a core product, TrakCare isn't meeting our local needs. However, we have a strong IT team, so we...
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Operations
There isn't regular training for TrakCare, and there may be some new features available in the...
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Culture, Relationship, Product
There have been a number of times when InterSystems has promised us that something was coming, but...
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Culture, Relationship
As a company and as a set of people, InterSystems has been fantastic to work with. We agreed early...
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Operations, Product
Part of the user interface in TrakCare is a bit clunky and hard to navigate. The tool has to have...
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Product
The product ticks all the modern boxes, has all the modern integrations, and is cloud based.
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Operations
One challenge with InterSystems is that they don’t really have an office for our area. They have to...
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Loyalty
Voice recording and recognition technologies are there. Things will be easier for us in the future...
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Loyalty, Product
Compared to the old version that was quite flexible and that we could modify to be as user friendly...
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Product
The system is quite stable. The connectivity among the medical devices is also there. That...
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Operations
InterSystems has helped us a lot in implementing the system. The implementation team is okay. They...
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Loyalty, Product
One thing the doctors don’t like is in the old version, we could see the results of the labs on a...
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Loyalty, Operations, Product
TrakCare is a marvelous hospital information system for us by all means, even though there are still...
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Product
InterSystems is still working on the laboratory serial results. We still get complaints from doctors...
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Relationship, Product
InterSystems helps us a lot in the system, especially in inputting our patient master index for the...
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Loyalty, Product
The end users always compare this system with the old version. Human nature is not easy to change. I...
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Product
We would like the product to have a little more integrity to extract information like the risk...
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Relationship
We have very good engagement with the InterSystems management team. One individual in particular is...
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Product
The product is one of the most complete HISs on the market. The vendor works with our partner so...
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Loyalty
InterSystems had an event where they shared that AI technology would be embedded into TrakCare. That...
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Product
We always need to quickly and intensively obtain the reports that we have to deliver at the end of...
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Value
With InterSystems, there are extra costs for slightly larger modifications, but not for minor...
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Loyalty
There is a TrakCare version that will be released soon. It is mobile. The other great thing about it...
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Product
I'm very happy with InterSystems. However, there are always some issues regarding what we can...
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Product
Things need to be improved in terms of the usability of the product for doctors. It has flaws. And...
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Loyalty, Relationship, Product
We are implementing a newer version of the product. The new version is working fine overall. We...
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Loyalty, Product
The vendor is developing something with AI. It sounds interesting, but we are not using it yet. The...
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Operations
We had to design the training material ourselves because the training the vendor initially gave us...
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Product
The vendor needs to improve the entire medical indications section. There are medications, imaging...
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Product
The product is quite specific to the market in our region, so it solves several problems related to...
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Relationship, Operations
The issue is that the vendor has fewer consultants in the support area than in the implementation...
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Product
We want to improve our billing process in TrakCare. We planned to get something for electronic...
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Loyalty, Product
In terms of integration, I need the product to have a more direct connection with the laboratory. I...
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Product
InterSystems' main asset is the centralization of the EMR for all departments. What I like the most...
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Operations
We do most of our own training, so we don't use much of InterSystems' training services. But when...
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Loyalty
We did the first step of InterSystems’ TrakCare Advance Program. We have gotten our findings from...
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Loyalty
We are in a slightly difficult situation where we have really configured the system extensively, but...
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Loyalty, Relationship
TrakCare is absolutely fine and meets our needs. This solution is what runs our business, basically....
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Loyalty
We are going to do an upgrade to the platform, and we anticipate that the new version will be much...
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Loyalty
I don't know whether the solution is in our long-term plans. We are going through some changes, so...
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Relationship
InterSystems tries their best to keep promises. My only hesitation is when they hit resource blocks....
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Product
There is a new version of the patching process, but it still seems to be awfully long and drawn out....
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Loyalty
We are still waiting for the new user interface to be delivered effectively so that the usability...
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Relationship
Some of InterSystems' strengths are the executive team and product specialists based in our region....
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Relationship, Operations, Product
We went through a fairly significant upgrade that was quite intense and challenging. It took a long...
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Relationship, Product
The vendor probably meets most needs throughout our country. We have certain standards that we need...
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Loyalty, Operations, Product
The upgrades aren't seamless. We have to take our system down and have it offline. Then we have to...
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Relationship
There is probably no difficulty with integrations because I have an established process there. There...
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Operations
In terms of training, the vendor has very good presenters. We like presenters to be clinicians...
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Relationship
I have influence and access to the vendor's people. I don't have any problem if I have to...
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Product, Value
TrakCare is accessible once someone is familiar with it and knows where to look for information....
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Loyalty, Relationship, Product
We have the new TrakCare version, and generally, the upgrades have worked well. We hope the new...
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Relationship, Product
InterSystems could handle regulatory issues better and get things done more quickly depending on the...
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Loyalty, Operations
There is an opportunity to learn from the implementation that is coming to us from another hospital...
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Product
Now that we have gotten an upgrade, the platform is a bit more user friendly now. It is visually...
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Operations
The vendor interacts with us regarding training modules, but we produce most of the stuff ourselves....
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Loyalty, Relationship, Product
I would like more open integrations regarding our requirements. We are a big board, and we have lots...
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Loyalty, Value
The vendor doesn’t keep all their promises. They give a lot of answers, but they don't always make...
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Value
TrakCare has been sustainable with what we have built it on. Flexibility has not been there, but I...
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Loyalty
We just got an update that took many hours. InterSystems has ridiculous numbers that they put on...
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Relationship, Product
This product meets most local needs. Unfortunately, it cannot meet all of them. Since we work in a...
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Operations, Product
I wouldn't buy this product again because the system is very rigid and closed. It doesn't allow us...
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Product
The rigidity of the system is a question of visualization. The TrakCare visualization that we have...
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Product
Integration is a big issue, and we still haven't managed to integrate because InterSystems and our...
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Value
The vendor charges for everything. Because of the type of organization we are, we don't have...
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Operations
Concerning the monitoring service provided during training, we are a complex hospital with a lot of...
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Operations, Product
The product could be easier to use. It was a complete paradigm shift from the old system to the new...
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Loyalty, Product
We were surprised that the vendor didn't have tools available for some of our specialties. We are...
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Culture
The product is neat and has lots of options. The vendor told us that there are a lot of things...
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Relationship
In terms of proactivity, things are difficult with an intermediary, but the InterSystems staff...
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Relationship
We have an intermediary for support issues. We communicate our support issues to them. So far, they...
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Relationship
The vendor has employees who have done their jobs very well and others who have not done them so...
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Product
If I had to choose between the older version of the product and the newer version, I would choose...
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Relationship
One way the vendor's support needs improvement is that the central desk has to respond a little...
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Relationship, Product
We have been waiting for more than a week for InterSystems to fix a problem. Our PACS vendor has...
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Relationship, Operations
One issue with the product relates to the agenda. It has been designed for professionals who have...
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Relationship, Product
Since we work in a network, there are times when there are small crashes in TrakCare. This directly...
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Loyalty, Operations
We had a couple of iterations in our first major upgrade for TrakCare. That comes down to the...
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Operations
InterSystems’ implementation services were phenomenal. They were brilliant. InterSystems’...
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Loyalty, Operations
InterSystems doesn't provide our ongoing training. We do that ourselves, but the initial training...
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Value
We do find that we have to fight for everything that we get from InterSystems, but they do tend to...
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Loyalty, Product
No product is ever going to meet all of an organization's needs unless they get a bespoke. There are...
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Relationship, Operations
We are on the latest version of TrakCare. It is causing some problems that some of InterSystems’...
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Operations, Product
I would like to see TrakCare's ease of use improve. I would also like to see better UI customization...
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Relationship, Product
Some of InterSystems' strengths are their continual improvement and the stability of their product.
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Culture, Loyalty
I am very keen to adopt some of the vendor's new features much sooner. There is a feature called...
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Relationship
The vendor's executives are right there with us. We have met with one of the vendor's executives...
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Loyalty, Product
We are working to integrate our EMR with certain services. InterSystems is building those services...
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Loyalty
One benefit we are trying to realize is making sure that we coordinate all of the care that patients...
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Loyalty, Product
The biggest things I would like to change in the system are the features that are available out of...
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Relationship
InterSystems is a very good vendor to work with. If there is a security vulnerability and we are...
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Value
InterSystems barely charges us for anything. That is their model. InterSystems is different than...
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Loyalty
I am looking forward to the next 12 to 18 months to see all of the system's AI features, especially...
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Operations
We do scheduled trainings for the product with InterSystems, but there are some improvements that...
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Operations
TrakCare is working quite well at our remote and rural hospitals, but it isn't working as well at...
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Loyalty
One reason we chose TrakCare is because InterSystems continually develops and innovates their...
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Product
One main burden of using TrakCare is the differences in culture between us and countries. For...
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Relationship, Product
Sometimes we can’t make TrakCare work like we need it to. When we need to adjust something or there...
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Operations
There are some functions of TrakCare that we could learn much more about, and that would improve the...
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Culture
When we have costs with TrakCare, we can negotiate, and InterSystems keeps their promises after the...
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Relationship, Operations
Some time ago, we were struggling with some changes in TrakCare, and we requested some help from...
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Product
The thing that we recommend with TrakCare is to not customize it. Organizations should just use it...
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Loyalty, Product
One area where TrakCare still lags behind is patient portals. The patient portal is not well...
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Value
TrakCare functions okay, but compared to local vendors, it is much more expensive. Many hospitals...
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Operations
With our implementations and upgrades, the things that are missing depend on the hospital. There is...
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Operations
In terms of training, InterSystems does well with their commitment to qualifications. I know their...
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Relationship
We receive 24/7 support from the vendor. InterSystems will send out a communication, and their help...
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Product, Value
By overseeing the system, I have had to become a proficient user in order to convince clinicians of...
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Product
We are working on an internal protocol on Clozapine that has had a big delay in terms of its...
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Relationship, Product
We are dealing with a few internal projects for TrakCare. We could improve the pharmacy process....
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Product
The intuitiveness and simplicity in the clinical and medical parts of the system aren't great. The...
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Product
I would love for AI to be of assistance to users and to benefit patients. TrakCare only has AI in...
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Product
I would like InterSystems to support us as we work to support our country's mental health. We are...
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Product
TrakCare has been continually improving over the last year, even if our type of contract depends on...
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Relationship, Product
I would buy the system again because of the vendor's prestige. InterSystems is a leader in the...
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Product
Security in the integrity of registered information is an opportunity for InterSystems. The nursing...
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Product
InterSystems' strengths are that TrakCare makes available most clinical care flows and also how...
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Relationship
I really question the support quality. The vendor's teams don't always communicate well. It is...
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Relationship
The local support team tells us they will escalate an issue, but we have never spoken with or gotten...
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Product
TrakCare is difficult. There are many functionalities, especially in the emergency department, that...
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Operations
In the implementation, the lack of planning was evident. Everything felt a bit rushed. Despite...
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Product
Some things have been implemented into TrakCare well, especially medication. Radiology works well;...
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Product, Value
The integrations are one of InterSystems' strengths, although the integrations are very expensive....
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Loyalty
Whether the product is in our long-term plans will depend on what the local team can achieve in the...
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Culture, Loyalty
From what I have seen of the upcoming new versions, they look interesting. So at least InterSystems...
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Operations
With InterSystems, if we don't pay for something, we don't get access. So if I don't order training,...
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Relationship
InterSystems knows how to do things, especially when we consider how much InterSystems spends on...
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Loyalty, Product
The alerting system is not really implemented, and it is terrible not to have email alerts and such....
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Product
Emergencies are currently a real pain point. In the emergency portion, there are patients we can't...
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Value
The emergency department cannot function properly with TrakCare. That is a real concern for the...
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Relationship
I haven't seen proactivity from the vendor. If we don't report an incident, no one will tell us...
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Relationship, Operations, Product
New clients with fresh installations are fine, but historical clients have ongoing issues. Things...
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Culture
InterSystems sold us on their analytical tool; we wanted to be able to track things like the...
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Relationship, Operations
When we implemented the product and started the first tests, there were lots of technical problems....
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Relationship, Product
Our relationship with InterSystems is pretty good, even if there are sometimes minor issues....
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Product
We understand that we have to be very careful with some functionalities in TrakCare EPR and take...
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Relationship
InterSystems doesn’t keep all of their promises. However, our region’s team is always ready to help...
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Loyalty
We are going to transition to a new interface in TrakCare EPR that has many other functionalities...
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Relationship, Product
We get the impression that InterSystems can’t do everything they want with the solution. One...
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Relationship, Operations
InterSystems could improve their implementations with after-sales service. They need to improve...
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Product
TrakCare EPR works pretty well. We have deployed many functionalities. Our users like the software...
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Operations
We are happy with InterSystems’ training. We have everything we need. They can come over in person,...
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Relationship
It is extremely difficult for InterSystems' teams in our region to be heard by their US teams...
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Operations, Product
TrakCare EPR is still quite complicated because all the information is scattered. The same...
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Relationship
There are ups and downs with InterSystems’ customer support. They really make an effort when they...
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Relationship
We use partners for training. We don't use InterSystems directly. The Italian market is very strange...
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Relationship, Product
InterSystems’ policy is a bit one sided. They started many years ago by mainly offering tools to...
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Relationship
If problems come out internationally, InterSystems alerts us immediately.
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Relationship
General satisfaction depends on the partner someone gets with InterSystems. Because we have multiple...
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Relationship
Regarding the development of timelines, something was promised to me in the first quarter of this...
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Product
TrakCare EPR is a very solid product, but unfortunately, it is becoming a medical device. Lots of...
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Operations, Product
InterSystems' implementation of things like integrations is a little slow, and we still need a lot...
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Relationship, Product
InterSystems' FHIR interoperability programs and technology are very good, and the way the vendor...
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Relationship
InterSystems has very limited human resources, and their systems are becoming more popular. That...
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Culture, Relationship
We have a very complex relationship with InterSystems because we work with multiple entities, and we...
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Loyalty
InterSystems thought their new UI was more ready than it actually was. They needed to keep the...
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Relationship
As we have updated to a new feature, we have had a few queries for InterSystems, but we haven’t...
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Relationship, Product
When we look at the questionnaires from TrakCare EPR, they don’t quite fit the bill. We feel like...
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Loyalty, Relationship
InterSystems actually genuinely looks like they are starting to go downhill. They seem to be pulling...
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Relationship
We are doing well because we have our inpatient EPR system up and running, and we are doing our own...
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Relationship, Product
I like that TrakCare EPR has electronic patient health records. The vendor also has excellent...
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Loyalty, Product
InterSystems could improve the product's interoperability, especially in the current version, which...
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Relationship
InterSystems could improve our experience by giving appropriate advice or the best solutions to customers....
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Product
I would like to see TrakCare EPR's intuitiveness improved. I'm not a great lover of Apple products,...
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Product
TrakCare EPR has been pretty good. It has improved and become more intuitive. It is part of the...
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Relationship, Operations
InterSystems' support is okay. The people we work with are pretty good. And there has not been an...
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Relationship, Operations, Product
I think InterSystems' updates could be quicker. And when we give feedback and suggest stuff, those...
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Operations
During the initial rollout of TrakCare EPR, we probably could have done with a little more help from...
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Product, Value
I like the flexibility of TrakCare EPR. The fundamental design is forward looking and can do further...
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Operations
InterSystems could provide more training to improve my experience.
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Loyalty
Our current product is highly customized because we have had tools available to us up until this...
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Culture
The product working as promoted is the link to the vendor not really meeting all their promises. The...
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Relationship
We have worked with some of the same team members for many years. We have a history and a shared...
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Loyalty, Operations
When it comes to my predicted overall satisfaction, I'm trying to improve things. We have to think...
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Operations, Product
I have seen other products, and InterSystems' product is actually a lot easier to implement. The...
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Product
The product is a very robust application. We have 99.99% uptime. I'm touching wood because I don't...
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Operations
We are very heavily involved in the implementation with a potential go-live and are struggling with...
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Value
I would buy the product again just based on the price point. InterSystems is very good at avoiding...
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Relationship, Product
A needs analysis in the study phase is lacking. Subsequent support is lacking, or our needs are...
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Product
There is nothing we like about the product. Everything needs to be improved or discontinued. I am...
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Loyalty, Operations
Some of the people who were involved in our rollout left the business. Those people really knew our...
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Loyalty, Product
The new TrakCare EPR mobile interface is almost like a bank app. It has lots of shortcuts, so the...
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Value
InterSystems avoids charging for small things. We literally ask them for something, and then we get...
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Operations, Product
TrakCare EPR is not an intuitive product for physicians. The physicians are the drivers of the bus,...
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Product
When we are doing upgrades to TrakCare EPR, we have issues with the lab piece. It isn't embedded...
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Relationship
There is always a bit of a delay with InterSystems because they don't have very many staff members,...
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Relationship
InterSystems’ service is not that proactive. I sometimes feel they could come to us more quickly.
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Relationship
InterSystems’ executive involvement is good, but we normally drive the outcomes. The local team...
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Loyalty, Product
In terms of reports since the rollout of TrakCare EPR, apart from the FHIR reports that haven't been...
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Culture, Operations, Product
Our understanding was that the TrakCare EPR system was customizable to a certain extent. But when we...
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Operations
When this project was launched, the implementation was hastily done. We were working on very tight...
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Loyalty, Product
TrakCare EPR is limited for our specialty. They have a great section for general health, surgeries,...
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Product
The TrakCare EPR system is stable. Since the vendor didn't have a module for our specialty,...
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Culture, Loyalty
When InterSystems was doing the sales pitch for TrakCare EPR, they said we were getting a...
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Relationship
InterSystems’ support is ticket based. A ticket is logged in. There is a stratified escalation...
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Product
TrakCare EPR meets practically all our expectations. There are a few wrinkles or subtleties to be...
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Loyalty
We selected TrakCare EPR many years ago because of the flexibility it had at the time to allow our...
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Relationship
Over the years we have been working with TrakCare EPR, we have developed a close relationship with...
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Relationship, Operations
We have had some problems with updates for TrakCare EPR, but they have been solved in the long run....
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Operations
In terms of training for TrakCare EPR, we can conduct online training by video. But in other cases,...
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Operations
I would tell someone who is going to start using TrakCare EPR to conduct a good review of their...
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Loyalty
We are working on going to a newer version of TrakCare EPR, and we are seeing that the features we...
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Relationship, Operations
I would suggest that InterSystems adopt a one-week annual on-site support and training session with...
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Product
TrakCare EPR's biggest opportunity for improvement is development based on localized requirements...
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Product
InterSystems' biggest strengths are their system's international design and scalable modules. The...
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Relationship
InterSystems tried to adapt TrakCare EPR as much as possible to our needs. We really worked together...
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Loyalty, Product
In short-stay follow-up, patients are in the hospital for a few days to a couple of weeks, and then...
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Product
There are problems that InterSystems is already well aware of in terms of discharge prescriptions...
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Product
TrakCare EPR is pretty easy. Compared to our previous system, TrakCare EPR is much easier to...
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Product
TrakCare EPR works a lot with structured data questionnaires. The system is very segmented, but we...
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Culture, Loyalty, Operations
We got off to an extremely complicated start with InterSystems. We were presented with a piece of...
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Product
There are two tools in TrakCare EPR. There is the patient file, and there is the whole planning...
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Operations
We are having difficulty actually training users who don't know TrakCare EPR, but I don't know...
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