MatrixCare Home Health (Brightree)
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Functionality and Upgrades
The vendor does not have EVV set up for private duty nursing, so I have to use something else to...
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Relationship
The follow-up meetings that the vendor does have been very consistent. The vendor never cancels...
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ROI / Cost (care and feeding)
One of our integrations is great, but the system doesn't hook up with our EMR’s secure messaging...
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Functionality and Upgrades
The product is very compliant. Things such as notes and plans of care flow over how they should.
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Service and Support
I love to use the community web support chat room, but every other time I go to use it, there is no...
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Implementation and Training
MatrixCare’s training was all online, and it was great, but I feel like the vendor let us go too...
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Other Observations & Comments
My nurses like MatrixCare's system, but there are a few things that don't flow with the charts,...
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Functionality and Upgrades
On the billing end, when the system works, it is awesome. We just have to make a few clicks to make...
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Service and Support
I am satisfied with MatrixCare's support team because they usually get back to us right away when we...
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Win/Loss - Why they were selected (by current clients)
I would probably buy the product again because we vetted different products and felt that...
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ROI / Cost (care and feeding)
MatrixCare pretty much always charges. If we want something additional, they always hit us with a fee....
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Relationship
MatrixCare keeps their promises now, but last year, I would have said they didn't keep their...
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Functionality and Upgrades
Our staff understands the product well, especially because most of our staff have been at our...
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Technology
We have issues with the system going down on occasion and with little things that happen. When the...
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Service and Support
The online support people are extremely helpful and timely in their responses.
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Functionality and Upgrades
Overall, we are pleased with the functionality and interoperability of the product and would...
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Functionality and Upgrades
I have issues with Medicare secondary claims. I have to do those manually because MatrixCare's...
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Service and Support
The system's reports are abundant and plentiful; however, we are unsure of the criteria for how and...
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Functionality and Upgrades
Getting things done in MatrixCare's system requires so many steps. In terms of flow with charting, I...
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Functionality and Upgrades
If I could change anything in MatrixCare's solution, I would change how we are able to schedule...
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Functionality and Upgrades
The financial side of MatrixCare Home Health is a whole other beast. We have unique circumstances...
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Interfacing and Integration
Our whole goal is to have one system for everything, but we are not able to. I feel like all we have...
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Functionality and Upgrades
The system does not let us view each patient's schedule for a week at a time when we do private duty...
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Implementation and Training
The training process for MatrixCare's solution would have been better in person. The training was...
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Functionality and Upgrades
I like MatrixCare's app for the field. It flows easily. We swipe, and the system moves to the next...
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ROI / Cost (care and feeding)
Whether MatrixCare charges for every little thing depends on what we want. Sometimes the vendor will...
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Implementation and Training
The biggest benefits we have received have been all the upgrades and updates that MatrixCare has...
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Service and Support
The only thing we would like to see MatrixCare improve on is their timeliness with answering...
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ROI / Cost (care and feeding)
I would like the product to automatically fax the medication. MatrixCare has some other integrated...
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Functionality and Upgrades
Driving outcomes is everybody's goal. But within the system, some of MatrixCare’s interventions and...
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Functionality and Upgrades
MatrixCare Home Health does what the vendor said it would. The product is simple, so someone can...
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ROI / Cost (care and feeding)
I would not buy MatrixCare Home Health again. The pricing is a little high. There are add-ons, but...
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Functionality and Upgrades
The product is user friendly. It flows over into the care plan. I do everything in one area, and...
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Functionality and Upgrades
I like the compliance that is built into the software. The system helps us with our compliance and...
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Interfacing and Integration
It is sometimes hard to keep track of what piece I am looking at in the system. There is a lot of...
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Functionality and Upgrades
The product is pretty self-explanatory and easy to use. Our executives didn't like some of the...
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Functionality and Upgrades
Occasionally, we have a few little bugs with the updates, but they are fixed and taken care of. We...
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Functionality and Upgrades
We use iPads, and the product’s charting does really a good job. It prompts us and has care...
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Functionality and Upgrades
The vendor is innovating all the time. They do keep moving forward. One thing I wish they would do...
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Relationship
The vendor provides coffee-talk meetings, and those allow clients to keep up with what is going on...
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Functionality and Upgrades
Something I would like to see from MatrixCare is some minor flow changes in the process because we...
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Other Observations & Comments
Our hospital is on a larger EMR system, so the hospital is talking about moving us to that EMR...
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Lessons Learned
There is good potential that I would buy MatrixCare's system again, but I would look hard at some...
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Relationship
I have direct contact with some people that are at the top if I need them. MatrixCare keeps the...
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Lessons Learned
MatrixCare has upgrades and new products, and there is typically a charge for those things. But the...
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Implementation and Training
MatrixCare could make some improvements in the way they approach training. We paid for some ongoing...
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Functionality and Upgrades
From the office side, the product is visually easy to maneuver, and it is well organized. It has...
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Technology
The product is on iPads, so staff members have gone from using laptops that are bulky and heavy to...
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Technology
We sometimes have issues with the iPad, but I am not sure that is MatrixCare's fault. The issues are...
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Relationship
The system does everything we need it to do, and the vendor is constantly looking for the next steps...
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Service and Support
MatrixCare will respond to our needs. Once we bring an issue up, they are all over it. When the...
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Functionality and Upgrades
I don't use the product every day, but when I need to use it, I could use it in my sleep. People...
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Functionality and Upgrades
MatrixCare’s clinical application is very strong and easy to use and navigate through. We would...
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ROI / Cost (care and feeding)
MatrixCare has brought multiple integrations that have been of great benefit to us. The vendor has...
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Functionality and Upgrades
Scalability is the biggest challenge we face with MatrixCare Home Health. As we have grown,...
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Lessons Learned
I do not believe MatrixCare has experts in the field or people from the outside helping them make...
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Functionality and Upgrades
The solution needs a lot of work. I hope that the vendor will improve it. In our focus groups, we...
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Implementation and Training
All of the training that we have received from the vendor has been virtual. That would have been...
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Functionality and Upgrades
All EHRs are pretty much the same; they all have pros and cons. MatrixCare's system is fine for us,...
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Implementation and Training
All of our training was done via Zoom, and I am not sure whether that is the norm or whether that...
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Service and Support
MatrixCare's support leaves a lot to be desired. We call the vendor's support black hole support....
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Functionality and Upgrades
My clinicians absolutely love the product. It is efficient, and documenting things on the iPads is...
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Interfacing and Integration
MatrixCare's product has a medication integration so that the system can pull a patient's...
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Relationship
MatrixCare is trying to stay relevant and evidence based in what they are doing. They have gotten a...
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Relationship
MatrixCare is helping us to be as efficient as possible by really helping us keep up-to-date as an...
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Functionality and Upgrades
We have had a lot of struggles around medication reconciliation within the product. That was...
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Service and Support
When I have called the support team, a lot of the time I get bounced around for days before I get an...
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Relationship
The vendor used to be proactive but not anymore. I used to have quarterly meetings to touch base...
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ROI / Cost (care and feeding)
We have looked at getting some add-ons that would benefit us. But the add-ons come at an expense. We...
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Functionality and Upgrades
Most days, MatrixCare's system works okay. But on the days when the system doesn't work, it seems to...
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Service and Support
We sometimes feel like we know more than the support people. They just have a lot of turnover and...
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Relationship
MatrixCare takes product suggestions through a voting system, and that process almost seems like a...
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Functionality and Upgrades
The MatrixCare product is not very individual friendly. We can’t individualize it to our needs. I...
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Lessons Learned
The MatrixCare system integrates with one of our third-party systems, but a lot of our integrations...
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Service and Support
MatrixCare's biggest strength is their understanding of our business and their ability to support...
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Functionality and Upgrades
An overhaul of the system's user interface would dramatically improve the experience for end users....
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Functionality and Upgrades
MatrixCare's system is very easy for my billing staff to use. The system works very well for billing...
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Functionality and Upgrades
MatrixCare's financials system is very expensive, and there is too much clicking required to...
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Functionality and Upgrades
Our end users don’t feel that things are well tested, and that is a point of frustration. Things get...
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Relationship
There are some limitations to achieving outcomes. There might be growing pains as the vendor tries...
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ROI / Cost (care and feeding)
Our providers complain that they have to sign papers. Using the provider portal is cost-prohibitive...
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Implementation and Training
The vendor has a community web page, but the search functionality has gotten worse. When trying to...
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Technology
The application struggles to connect with our tablets. There is a lot of maintenance needed. The...
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Implementation and Training
During the transition from Brightree to MatrixCare, there were a lot of stumbling blocks.
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Service and Support
There are communication gaps when something new is rolled out. A lot of times, significant changes...
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Functionality and Upgrades
The product can and does offer a lot. I would rate the ease of use for the end users pretty well.
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Functionality and Upgrades
One of the benefits we have seen from working with MatrixCare's system is better communication with...
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Relationship
I don’t think that MatrixCare has hit their deadlines. We join the vendor's discussions and listen...
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Service and Support
Support is where the vendor really struggles. Typically, when I call in, I get a series of...
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Interfacing and Integration
In order to share any electronic data from our health system’s EMR to MatrixCare's system, there has...
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Future Outlook
Our hospital system is moving to another EMR vendor, so we are going to be replacing MatrixCare's...
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Relationship
I have direct contacts for some of the leadership at MatrixCare, and unfortunately, I have had to...
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Functionality and Upgrades
MatrixCare keeps on top of regulatory requirements and is good about implementing those, and that is...
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ROI / Cost (care and feeding)
MatrixCare avoids charging for every little thing if we use their subscription. If we don’t have the...
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Implementation and Training
Their training and learning management could use some attention. There needs to be improvement in...
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Win/Loss - Why they were selected (by current clients)
We looked at KLAS’ research before we chose MatrixCare, and that research was a deciding factor. The...
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Functionality and Upgrades
I hope we never have to switch systems again. MatrixCare is part of our long-term plans. I think it...
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Future Outlook
The vendor is trying to do good things with interoperability. The vendor has some integration pieces...
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Relationship
The vendor is responsive. We put tickets in so that they can fix things. MatrixCare responds if we...
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ROI / Cost (care and feeding)
The vendor charges for big upgrades. But training, implementing, and onboarding are things...
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Implementation and Training
We had some hiccups during the implementation. Our implementation manager was new, and they didn't...
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Future Outlook
The vendor is trying to revamp the product by doing different betas. The vendor is trying to work on...
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Service and Support
We have needed to tap into MatrixCare's subject matter experts and some people who know the system...
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Implementation and Training
The initial training, if there was any, was very minimal. We have to request ongoing training and...
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Functionality and Upgrades
The functionality of the product is not geared toward our specialty, and that is no fault of...
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Relationship
We are in a fast-paced growth mode, so we need MatrixCare to be responsive. MatrixCare needs to be...
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Technology
It seems like MatrixCare is always thinking of new technology. They are doing speech-to-text...
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Service and Support
Instead of reading our whole description of what the problem is, the support team will see the first...
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Implementation and Training
The vendor has good support for training initially and afterward. For initial training, MatrixCare’s...
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ROI / Cost (care and feeding)
We are paying less for MatrixCare's product than we were for our previous product, and we are...
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Functionality and Upgrades
The office side of MatrixCare's software can be clunky at times. There is one unique situation we...
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Relationship
MatrixCare has been pretty good at getting us the information that we need to dump into our system...
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Functionality and Upgrades
The upgrades tend to have bugs sometimes. There have been a couple of instances where we have done...
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Implementation and Training
I felt like the implementation went well. The vendor was super responsive to our needs. They gave us...
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Functionality and Upgrades
The vendor is trying to open up data and make things available with MyData. That is supposed to help...
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Interfacing and Integration
Overall, we have had a good experience with MatrixCare. Order compliance is a really good thing....
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Service and Support
The MatrixCare support is fantastic. If we have any problems, we fill out a ticket and talk to the...
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Functionality and Upgrades
Brightree is easy to work with and understand.
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Functionality and Upgrades
Every time MatrixCare has to do some type of system update, they let us know in advance and make...
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Service and Support
If we need help, we don't have any problem getting help. We can call and get someone to answer us...
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ROI / Cost (care and feeding)
Since moving to the MatrixCare software and getting off paper, we are able to do billing on a more...
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Functionality and Upgrades
One of the reasons that we went to MatrixCare initially was there was a payroll side, a billing...
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Functionality and Upgrades
One improvement that we would like to see in Brightree's product is some type of offline syncing or...
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Interfacing and Integration
The Brightree product is decent for what we do, but unless we have the add-ons, the product doesn’t...
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Relationship
Our time with MatrixCare has been more up and down than our time with any other vendor we currently...
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Functionality and Upgrades
My overall gripe with the solution is that the system does not feel like it was created by somebody...
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Functionality and Upgrades
The system is very compliant. Although we don't like the structure, with the way the system is...
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Functionality and Upgrades
The documentation is very thorough. That is almost to the point that if a clinician doesn't know...
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Functionality and Upgrades
MatrixCare Home Health really lacks when it comes to the PDGM for homecare. The system doesn't...
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ROI / Cost (care and feeding)
At this point, MatrixCare Home Health is number one on the cost.
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Relationship
One of the limitations with this product is the ability to progress it. The healthcare arena is...
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Relationship
When we onboarded MatrixCare Home Health, we had a very clear list of things that we expected from...
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ROI / Cost (care and feeding)
MatrixCare nickel-and-dimes us on every little thing they can. That is painful. Any kind of addition...
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Implementation and Training
The ease of use with an iPad and the ease of training were great.
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Implementation and Training
MatrixCare does their best to keep all promises. When we first went with MatrixCare, we had some...
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Relationship
There is sometimes a delay on things, but for the most part, MatrixCare keeps promises. We have an...
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ROI / Cost (care and feeding)
Within updates to our MatrixCare system, there are things that are included, but anything that is an...
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Functionality and Upgrades
MatrixCare Home Health is a pretty good software compared to others that we have had in the past....
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Future Outlook
We have gotten over the new-user jitters with MatrixCare, and we now truly feel like we can really...
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ROI / Cost (care and feeding)
Technically, MatrixCare doesn’t nickel-and-dime. The vendor has a core product, and they thoroughly...
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Interfacing and Integration
We set up interoperability between MatrixCare's product and another product, and that process was...
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Functionality and Upgrades
I can get a new nurse with experience in our line of business up and functional with MatrixCare's...
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Functionality and Upgrades
MatrixCare just recently put in an interdisciplinary care-planning ability, but the product needs a...
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Service and Support
The vendor’s support staff needs to be clinical. A lot of times when we are dealing with the support...
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Relationship
MatrixCare is meeting our functionality today and keeping us informed about what is on their road...
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Implementation and Training
We have rolled out a few new MatrixCare products, and those rollouts have been successful, but the...
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Relationship
When MatrixCare bought Brightree a couple of years ago, the vendor experienced some hiccups, but...
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Service and Support
The vendor is definitely proactive because they let us know whether something is down or whether...
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Relationship
Our MatrixCare account manager really is the executive who walks alongside us. That person listens...
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ROI / Cost (care and feeding)
I love the fact that we have tangible outcomes so immersed in the home health and hospice realm....
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ROI / Cost (care and feeding)
My upper leadership at the time of renewing our contract with MatrixCare required me to look at a...
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Future Outlook
A year from now, I anticipate being at the same place with MatrixCare based on the road map that has...
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Implementation and Training
It would be nice if the implementation services included having someone come back a few weeks or...
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Implementation and Training
With updates, the vendor is pretty good about having webinars and trying to send out some...
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Implementation and Training
All the training is set up through emails and webinar links. MatrixCare does have a community where...
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Functionality and Upgrades
MatrixCare’s mobile application is very easy to use, and it has quick synchronization.
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Functionality and Upgrades
We wish that MatrixCare would improve the integration and the ability to reconcile more data so that...
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Functionality and Upgrades
The product has the functionality to search for and select a patient. Sometimes, we get errors. That...
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Functionality and Upgrades
I find it easy to get around in the product. Everybody else says that too. I haven’t heard any...
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Functionality and Upgrades
The Brightree product is not compatible with what we do. The product is okay for Medicare-only...
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ROI / Cost (care and feeding)
We have to pay for everything with Brightree, including any sort of upgrade. If we want to use...
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Implementation and Training
The Brightree product is not user friendly. We can't figure out how to use it. I have only one...
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Service and Support
Brightree lets us know when things are coming up. There are a couple of people that call us and help...
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Relationship
One of the big benefits of MatrixCare is that they seem to be a true partner. They seem interested...
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Functionality and Upgrades
The reporting is really good on the back end. The reporting is very transparent and intuitive; it is...
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Implementation and Training
There is so much information to learn when switching EHR systems, and the vendor's team members were...
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ROI / Cost (care and feeding)
What we were paying our old vendor was ridiculous for what we got. Their system was old and...
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Service and Support
The vendor's support is great. My biller and some of my coders have contacted MatrixCare's support...
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Functionality and Upgrades
MatrixCare's financial system has been fantastic for us. We have a tiny percentage that we can write...
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Functionality and Upgrades
MatrixCare is built with compliance in mind, so there are several checks and balances and stops...
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Functionality and Upgrades
Workflow and task management within the system would be very helpful for us. We are growing and have...
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Relationship
Compared to when the vendor was just Brightree, MatrixCare is doing so much better. When they mess...
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Relationship
The vendor holds a meeting that they call coffee talk, but I have problems getting on the call. I...
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Service and Support
If I contact my customer service person, they will get ahold of somebody and take care of whatever...
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Functionality and Upgrades
The nurses don’t complain about the workflow as much as they used to. I also don't usually hear a...
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Functionality and Upgrades
When we are doing our scheduling in the scheduler, I would love it if the product could tell us...
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ROI / Cost (care and feeding)
We are charged for every little thing. We don’t get training, because we would have to pay for it.
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ROI / Cost (care and feeding)
The product is probably one of the cheaper ones out there.
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Functionality and Upgrades
The product works really well for us. The vendor is very good about coordinating how we work with...
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ROI / Cost (care and feeding)
The basic application is bundled as one payment. But with new changes, such as the talk-to-text...
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Functionality and Upgrades
The vendor made some changes to their training resource. Sometimes, it is hard to find job aids to...
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Functionality and Upgrades
The vendor is upgrading the system all the time, and sometimes it is difficult for all my staff to...
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Future Outlook
When we first implemented the system, the implementation was bad. The vendor had to come back. They...
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Service and Support
When I email or call the support people, they get back to me within 24 hours. If they send me an...
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Functionality and Upgrades
The medication feature is not working. That is the only problem we have had, and it creates a lot...
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Implementation and Training
A vendor executive sends us emails to let us know what is going on. The implementations for new...
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Implementation and Training
The vendor sends us emails about the upgrades, and the upgrades are no problem at all.
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Other Observations & Comments
There are two types of end users: field staff and office staff. The ease of use is great for the...
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Relationship
Overall, the vendor is doing a great job. Our contact person is fantastic. They have been with us...
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Implementation and Training
The solution is easy to use, but the vendor doesn’t provide any initial or ongoing training unless...
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Service and Support
MatrixCare's executive involvement used to be really good, but it isn't anymore. Once we finally...
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Functionality and Upgrades
MatrixCare has advanced their general ledger, and there are no pain points there. The clinical piece...
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