MatrixCare Home Care (Private Duty) (Soneto) Commentary
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Product
I would like other information about MatrixCare's competitors but also dictation software because...
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Value
The fact that the vendor avoids charging for every little thing is one of the things I like about...
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Operations
The vendor did pretty well with their implementation services. They set us up pretty well. We had...
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Product
In general, MatrixCare Home Care works pretty well. There are a few things I wish it did, but it is...
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Relationship, Operations
The vendor does announce their updates on their start page. That page gives notice of upgrades and...
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Product
I wish MatrixCare Home Care were more of a drag-and-drop solution. I can't pick a schedule and drop...
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Loyalty, Value
When it comes to changing from this product, the only thing we would do is develop our own software...
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Product
MatrixCare needs to work on updating the system. There is no nursing assessment for any of the...
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Loyalty, Relationship, Product
The latest I heard was that MatrixCare put the private duty system on the back burner. I don't think...
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Operations
When we switched to MatrixCare many years ago, we had a personal training with some of MatrixCare’s...
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Product
I like the product, but I wish MatrixCare would tweak it. For example, if I were to use EVV through...
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Loyalty, Product
One of the reasons I have stayed with MatrixCare is that MatrixCare Home Care has a great interface...
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Culture, Loyalty
I would like to see billing in the system without us having to use a separate billing company. We...
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Product
With AI the way it is, I can go in and write a no-code system that does the same things as...
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Operations
For our implementation, we had a lot of questions in the beginning. However, one of the vendor's...
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Relationship
Usually, when we have problems, the vendor's first-level support cannot fix them. We don't have a...
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Loyalty, Product
I would buy the system again because it has taught us a lot of things. We like the product's ease of...
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Relationship
When we have a problem, we don't want the vendor's support people to treat us like experts. We are...
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Loyalty, Value
One reason we might look at other solutions is because of the cost of MatrixCare's system. When an...
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Operations
I wish there were more training on MatrixCare's system that wasn't just a link to watch something. I...
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Relationship, Product
In coordinating with MatrixCare for Medicaid, we have to interact with the telephony feature. That...
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Operations
MatrixCare could expedite their implementations a little more. Working through some of the things we...
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Product
There have been several times in MatrixCare's system where we have put in a schedule and then...
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Relationship
I don't see any changes or updates that will make things better with MatrixCare's system. I don't...
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Relationship
MatrixCare's support has gone down a lot. The vendor should train their people better before they...
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Relationship
Getting customer support for MatrixCare's system is sometimes a challenge. The vendor has had a lot...
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Product
The thing that I like about MatrixCare's system is that it is very hearty. It can do a lot of...
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Operations, Product
MatrixCare's system isn't as user friendly as some other products, and it takes a lot to get to know...
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Relationship
MatrixCare should be more engaged with their clients. When I had a large issue with customer service...
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Operations, Product
With the scheduling in the back end of the office, the product is perfectly fine. We love the way...
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Relationship
The support people are very helpful. I call a lot. I'm usually the one that calls them. They always...
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Operations, Product
The vendor periodically sends out updates to improve the product. They send messages on our start...
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Product
I have to go through everything, so I wish there were an easier way for us to find out which clients...
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Product
MatrixCare Home Care has its pros and cons. I like the way that we can look at each schedule. I love...
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Relationship
MatrixCare was responsive to us once we found a person to actually contact. They have been pretty...
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Loyalty, Relationship
MatrixCare isn’t on our preferred vendor list anymore. A lot of people are switching away from them,...
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Product, Value
MatrixCare Home Care does not drive tangible outcomes. It is like one of those electric autonomous...
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Relationship
Once we got in and started using MatrixCare Home Care, the vendor just disappeared. If something...
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Operations, Product
There is stuff that we know about in MatrixCare Home Care that we just don't know how to make work....
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Operations, Product
We have not had communication from MatrixCare about upgrades or the implementation of upgrades....
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Operations
With MatrixCare, we have been all alone. When we reached out to get some education on the system,...
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Culture, Loyalty, Value
The main reason I stick with MatrixCare is that they don't charge me by the client, and with my high...
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Relationship, Product
MatrixCare isn't as innovative or supportive as we would like them to be. We are doing an EVV...
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Relationship
MatrixCare keeps most promises, but they don't keep all promises. I have only had to engage the...
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Loyalty, Relationship
We have used MatrixCare Home Care for a while. MatrixCare provides some essential stuff for us. The...
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Value
We don't ask for a lot from MatrixCare, so if from time to time we ask for something that we need...
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Relationship
When we first bought MatrixCare Home Care, it was a family-owned product. We knew the people running...
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Product
Overall, MatrixCare Home Care works really well. It is easy to learn and operate. We haven't had any...
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Loyalty, Product
I would like to see more customization options in MatrixCare Home Care for what we put in the app...
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Value
MatrixCare would charge us more if I didn't do a lot of the work that I do, but I do feel...
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Product
I like the way the schedule in MatrixCare Home Care has paid and billed sections in it, and I like...
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Relationship
MatrixCare’s support has not been like it was in the past, and I am very disappointed because years...
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Loyalty
MatrixCare was not ready when we were required to go to EVV, and that caused a lot of issues for us....
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Loyalty, Relationship
MatrixCare says they are sunsetting MatrixCare Home Care. They want their clients to move to one of...
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Product
I really think the scheduling portion of this solution is top notch. The system have a lot of ways...
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Product
The actual claim processing in this solution is a bit clunky. It kind of feels like we have to do a...
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Culture, Relationship, Value
There was a major shift after MatrixCare was acquired. We have noticed a decrease in customer...
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Product
One recommendation I would give to MatrixCare would be to keep this software going. Another thing...
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Operations, Product
This solution is fairly easy to use now that I know how to use it. It is rather complete in terms of...
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Operations
MatrixCare could improve their training by having a website that mentions what the training is and...
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Loyalty
This solution is not part of our long-term plans because MatrixCare has announced that they are in...
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Loyalty, Product
One of our big things when we started with MatrixCare was we had asked about reports, different...
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Operations
During the implementation of MatrixCare Home Care, we felt like we were learning most of it on our...
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Product
I understand why and how the MatrixCare Home Care software is created and how it is being used. The...
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Product
We use another vendor for our main accounting, although I have to make sure what I do balances with...
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Product
With MatrixCare Home Care, it would be nice if there was a piece or a section that was more designed...
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Product
With MatrixCare Home Care, we get pieces on our start-up page where updates are coming or whether...
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Relationship
The vendor keeps their promises for the most part. We haven't had a terribly big issue. Scheduling...
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Product
When we print out a MAR, there is no way to enter the time that somebody has given a medicine. A lot...
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Product
We have glitches every so often, but not anything that doesn't say the vendor wasn't providing the...
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Culture, Product, Value
Because of the accounting side that I have to look at, it is sometimes very difficult that certain...
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Loyalty
We started with Soneto before it became MatrixCare Home Care. Then we went to a different system for...
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Operations
The MatrixCare support people I worked with to set up the plan for my department knew their stuff....
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Culture, Value
There is a charge for any contact we have with MatrixCare, but it is all taken care of in the...
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Value
I would buy MatrixCare Home Care again because we are getting everything that I wanted. All the...
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Loyalty, Operations
The back office sometimes is a bit much. The billing training and program setup could improve that...
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Loyalty, Value
I don't think we would buy MatrixCare again, and we have had that conversation as a team before....
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Loyalty, Product
Our security folks decided that they no longer wanted us utilizing our keyboards to enter credit...
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Operations
The initial training was good, but MatrixCare kind of wanted us to focus on the bells and whistles...
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Relationship
MatrixCare's support is pretty good. I don't have much communication with MatrixCare, but I feel...
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Relationship, Operations, Product
When MatrixCare does updates themselves, the updates go pretty smoothly, but we have had some other...
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Relationship
When there was an instance of downtime, it took MatrixCare a very long time to send us any type of...
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Product, Value
Our employees all use the mobile app on their phones to clock in and out, review care plans, and do...
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Relationship
MatrixCare has recently had a transition with their leadership, so there has been a major...
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Relationship
MatrixCare’s tech support is pretty good and very helpful. They have Americans speaking English for...
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Loyalty
We heard from MatrixCare that they are not going to support our current version of MatrixCare Home...
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Product
This could be because of how we use MatrixCare Home Care, but the system is really siloed and...
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Culture
MatrixCare’s invoicing system is hypersegmented and cumbersome. I used to get multiple invoices for...
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Product
One of the advantages of MatrixCare Home Care is that it is on a VPN, so we are not worried about a...
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Loyalty, Product
MatrixCare Home Care isn't very user friendly at the start, and if I had a magic wand, I would...
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Product
Doing electronic visit verification in MatrixCare Home Care is a bit of a struggle for us, but we...
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Culture, Product
It would be nice if MatrixCare Home Care had an accounting feature that could allow us to do billing...
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Relationship
Everyone at MatrixCare is very friendly and almost 100% knowledgeable. Sometimes, we have to hang up...
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Product
If there is an update that needs to happen when I log into the system, the system will automatically...
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Value
We really didn't get our money's worth from MatrixCare Home Care. It would be nice to be able to...
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Loyalty, Relationship, Product
Our state requires certain things, and if anything changes and MatrixCare doesn't support those...
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