MatrixCare (LTC) Commentary
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Subject Expert
Paul Hess
Research Director
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User Commentary
Relationship
MatrixCare does a very good job of engaging their customer base for what the product should have in...
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Operations
MatrixCare has excellent product trainers. They are very knowledgeable about how to use the product....
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Value
I don't think anybody can be perfect when it comes to getting our money’s worth. There is always...
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Loyalty, Relationship, Product
MatrixCare has been making changes to the order writer, including enhanced order search. We can...
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Loyalty, Relationship, Product
MatrixCare has really good reporting. They have their own version of Power BI reports that they...
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Product
In MatrixCare, there is a document-search feature where we can pull records, and it automatically...
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Loyalty, Product, Value
MatrixCare does have an offline eMAR option. The vendor developed a MatrixCare eMAR offline...
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Relationship
When I reach out to MatrixCare, they are very responsive and very fast in their responses. I have...
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Relationship
Every once in a while, there is some frustration in that we wish MatrixCare had a certain feature....
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Loyalty, Product
We use MatrixCare as billing software for skilled nursing. Most problems are with MatrixCare rather...
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Loyalty, Product
The different branches do not speak to one another, and that is really important. Having the...
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Loyalty, Relationship
I would describe our relationship with MatrixCare as frigid at best. We were close to switching to a...
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Operations
I would like to see MatrixCare add more education and training for facilities. They have webinars...
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Relationship, Product
MatrixCare makes it very easy for me to track and trend items that I need to track and trend for outcomes....
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Culture, Value
We get charged a lot for every little thing. Sometimes I feel like charges are made that should not...
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Relationship
I feel like the program is very intuitive. It meets my needs. MatrixCare’s support staff members are...
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Loyalty, Relationship, Product
For the last several years, MatrixCare has been talking about electronic narcotic tracking in the...
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Relationship, Operations
MatrixCare is pretty Johnny-on-the-spot about trying to get just about anything we recommend or say...
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Relationship
Anytime I have questions, concerns, or even recommendations, MatrixCare is very responsive. They...
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Operations
If we want an integration, MatrixCare will assist with training people and getting the integration...
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Relationship, Product
Some of the reports in MatrixCare's solution aren’t the best, and when I try to find some, they...
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Operations, Product
MatrixCare sends out notices when they are doing upgrades, and the upgrades usually happen in the...
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Operations
When we initially got MatrixCare's solution, all of the training was done remotely, and that was...
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Culture, Value
I am not exactly sure how MatrixCare has their charges set up, but in the past, it was a tier...
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Product
I do MDS things, including all the reimbursement, Medicare, Medicaid assessments, and quality...
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Product
MatrixCare's solution could be further adapted to enhance its ease of use.
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Loyalty, Relationship, Product
We have a long list of things we are working on with MatrixCare for improvements, but I would like...
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Relationship
I work directly with high-level people at MatrixCare.
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Loyalty
There is no plan to change from MatrixCare. If we were starting over with a clean slate, we would...
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Relationship, Operations, Product
MatrixCare used to have regular updates at a certain cadence, and that was good for me because it...
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Relationship
I have a very good support team at MatrixCare; they are terrific. For a while, some of the support...
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Product
MatrixCare is very good. The system creates a lot of reports that we don’t have to create ourselves...
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Operations, Product
Everybody who has used another common SNF EHR and has switched to MatrixCare loves the field because...
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Relationship
MatrixCare is very proactive. They have advisory boards, and as long as an end user gets involved,...
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Loyalty, Product
MatrixCare is evolving and revamping everything right now. Having more reports that could be run at...
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Relationship, Operations
Before, when something new came out for MatrixCare, we would have live calls, and the vendor would...
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Culture
I was introduced to a new community program that MatrixCare was offering called MatrixCare...
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Product
There are multiple ways to get to any place that we need to be in MatrixCare. Once we learn that,...
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Product
I have made so many requests to the vendor over the years for improvements. The solution doesn't...
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Product
We are able to upload a client photo onto the desktop version but not in the mobile app, and it...
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Relationship
MatrixCare has their own vision, but it doesn't always meet exactly what is going on here. It is...
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Product
It would be helpful if MatrixCare focused a little more on creating a variety of reports and the...
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Relationship
Generally, for support, we have to type an email, send it to MatrixCare, and hope they understand...
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Product, Value
I would probably not buy MatrixCare's system again. Some of the system's reports and things like...
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Relationship
MatrixCare's support is kind of hit or miss. Sometimes, it just depends on who we deal with. There...
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Culture, Relationship, Operations, Product
MatrixCare gives us updates on when things will be completed, but they don't say when the updates...
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Operations
MatrixCare's system is easy to maneuver in. I know that the vendor has a library that we can get...
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Relationship, Operations
I would buy MatrixCare's solution again because of the way things flow. This whole MDS process has...
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Relationship, Operations
MatrixCare is really good about sending out communication and emails. I'm always seeing stuff from...
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Operations
I got to be part of a lot of trainings, and MatrixCare was really helpful. They provide a lot of...
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Product
There are little things in the product that I would like to be different. For example, like I would...
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Product
The ease of use for MatrixCare's solution depends on how many other systems a user has used. For me,...
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Relationship, Value
I really like MatrixCare. They are a really good company. MatrixCare has a lot of options out there...
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Loyalty, Product, Value
Like all solutions, MatrixCare has its positives and negatives, but it was nice to upgrade what we...
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Culture, Value
Like any software company, MatrixCare does charge for extras. If we want something, there is a...
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Operations
We had a very difficult time integrating our pharmacy software with MatrixCare. It was a nightmare,...
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Product
Our staff members prefer our old EHR, but it isn't coming back. They used it for many years, and...
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Operations
The version of MatrixCare that we upgraded to has not been out for very long, so the vendor's...
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Relationship
The vendor’s help desk people were a lot more helpful to us than some of the people who were...
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Operations
When we did our initial implementation, we had a library of forms that we could choose from in...
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Relationship
MatrixCare could improve by resolving our issues in a timely manner and maintaining a more stable...
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Relationship, Value
MatrixCare has really struggled with staffing recently. I have had several different account...
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Product
MatrixCare's solution is pretty easy to use on our side, but we have outside vendors that work with...
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Product
The usability of MatrixCare's solution is pretty good. It is just easy to navigate.
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Operations
MatrixCare could have had somebody who was familiar with the product actually do our implementation....
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Relationship
The customer service from MatrixCare is excellent. I can always reach a person, and they are always...
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Relationship, Operations
When I come across an issue or something that we would like to have implemented into MatrixCare's...
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Product
MatrixCare has oversold a lot. We expected things out of this software that we were used to with our...
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Product
MatrixCare's system contains all the information that almost all the parts of our facility can use....
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Product
Overall, the product is user-friendly and not very difficult to get around in. I think it would be...
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Value
The price for MatrixCare's solution is so high, and it continues to get higher without much software...
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Operations
MatrixCare could work on being able to provide us with more options in terms of templates for forms....
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Product
It would be helpful to have a library that we could tap into for forms and things like that so that...
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Value
It seems like we are charged by MatrixCare for everything. We don't just get charged one flat fee;...
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Product
MatrixCare is easy to navigate. I have used other EHRs at my other positions, and MatrixCare seems...
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Operations, Product
MatrixCare recently did an update on how to find resident documents, and it made things in the...
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Product
Overall, we really like the ease of use in MatrixCare. It doesn't seem to be as repetitive as other...
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Relationship
We have been a longtime client of MatrixCare, and we still feel that we made the best choice for our...
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Operations
MatrixCare does well with their training, and they are available for training.
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Product
The reporting structure and ease of use in the MDS areas need work. For example, recently I was...
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Relationship
When it comes to the people on the vendor's support team, we sometimes get inexperienced people on...
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Relationship, Product
There are always glitches with MatrixCare. For example, we integrated with a new platform, and we...
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Operations, Product
There is another platform that is more widely used in our area. When we hire nurses, a lot of them...
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Operations
It took us a long time to get lab integration in the system, and it took a lot of communication on...
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Product
Because MatrixCare has so many different products, they sometimes lose a little of their synergy in...
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Relationship
I think our customer success manager does a good job of letting us know when new pieces of the...
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Relationship
MatrixCare is always responsive. Someone will always get back to us. They are really good that way....
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Relationship, Operations, Product
MatrixCare is good about sharing information on what is being released, and they put the information...
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Relationship
MatrixCare’s support of our integration goals is okay, but I think it could be better. I think...
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Relationship
Knowing MatrixCare and how long we have been with them, my satisfaction in 12 months is hard to...
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Product, Value
There are some changes I have talked to Matrix Care ad nauseam about. Everybody always says my ideas...
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Product, Value
Overall, the solution is great. I think MatrixCare has kept up with the changes in regulations. As...
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Product
We do our medical appointments, telehealth appointments, and transportation scheduling through...
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Value
In the past, I would say MatrixCare avoided charging for every little thing. Recently, I would say...
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Culture, Relationship
Sometimes, in their eagerness to put out new products, MatrixCare misses some issues. I know they do...
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Value
MatrixCare's analytics product would be extremely useful, but the vendor charges for every person...
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Relationship
MatrixCare's support people are always available, and they take all the steps. I can't think of any...
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Relationship, Product
MatrixCare is user friendly. We can find an answer to any question we have right on the screen we...
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Culture, Value
MatrixCare does regular updates for the solution, but if an organization wants to expand in any way...
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Relationship
Sometimes, we have to tell MatrixCare that something isn't working, and they won't necessarily know...
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Product
MatrixCare houses the information we need. We can upload therapy documents as needed. We can specify...
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Loyalty, Product
I hammered on MatrixCare for many years because we wanted messaging that would allow us to send...
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Relationship
We are small fish. I don't think MatrixCare is extremely proactive with us. They send notices out...
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Relationship, Operations
With MatrixCare, we went to the new SSO program. We initially just got a random email from the...
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Loyalty
I think we would buy MatrixCare's solution again. We aren’t unhappy with MatrixCare at all.
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Loyalty, Operations, Product
Interoperability with other facilities is a possibility with MatrixCare's solution, but everybody...
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Product
In the hospital, we do have some issues with reordering prescriptions through the pharmacy and...
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Operations, Product
With training, I would like to have more information presented with ways to obtain the information...
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Product
We are in a new psychotropic-regulation world, and there is nothing for permission, acknowledgement,...
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Culture, Relationship, Operations
My unrealistic dream child at one point was to get an integration set up with the vendor. We have...
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Product
There should have been something built into the system for discharging a resident. MatrixCare kept...
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Operations
When I go looking for something, if I can't find it, then I will figure out how to work around it. I...
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Operations
With the integration, we sat through an hour-long training, but then we had to do several things. We...
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Product
MatrixCare gets us by. It does what we need to do. It is okay. We pass medications with it, and we...
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Operations, Product
We could have done a better job of following MatrixCare’s Webex meetings to see what else was...
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Relationship
Previously, I got an obnoxious email because I didn't respond to the vendor's email as fast as they...
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Relationship, Product
MatrixCare will tell us that a report or something we want is in the next update, but it never is. I...
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Relationship, Product
There is some disconnect between MatrixCare and the pharmacy side; sometimes the pharmacy side can't...
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Operations, Product
There could be a lot of upgrades that shouldn't be difficult with MatrixCare, but those upgrades...
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Relationship
I have had a lot of issues with MatrixCare. One of my main issues with MatrixCare isn't their...
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Loyalty
The product hasn’t been user-friendly in a lot of ways. We went to MatrixCare because of a billing...
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Loyalty
MatrixCare is what it is. The organization chose it, and we will work with it and complain about it....
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Operations, Product
MatrixCare is a great product. I like it way better than doing things by hand. Once we got the...
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Product
It would be nice if there were some way that we could use the solution to tap into Medicaid and...
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Relationship, Operations
MatrixCare will sometimes send a blurb a few days before an upgrade just as a reminder of the date...
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Product, Value
MatrixCare's solution meets my needs. I get the MDS done. I haven't worked with other solutions, so...
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Loyalty, Product
I wouldn't buy the solution again. We have to go back and forth before MatrixCare will finally sign...
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Operations, Product
In order to look at any of the webinars or anything for MatrixCare, users have to have access to the...
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Operations, Product
I don't think we have everything turned on that we could possibly have in MatrixCare's solution. I...
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Product
I don't like the product quality of MatrixCare's solution. I don't like the multiple clicks to get...
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Relationship, Product
MatrixCare does not meet expectations. A lot of our healthcare team has worked with other solutions...
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Relationship, Operations, Product
There are just a lot of steps in MatrixCare, and it is a lot for us. The good thing with MatrixCare...
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Relationship
MatrixCare is fast with their support. If we have a specific issue, we are always dealing with the...
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Product
MatrixCare needs to be able to integrate with external health records at the hospital level outside...
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Relationship
MatrixCare has a very aggressive road map, so they promise a lot of solutions with a specific...
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Operations
MatrixCare needs to have more available resources so that when emergency training needs come up,...
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Culture, Value
What we have found specifically as we have vetted AI companies is that MatrixCare is difficult to...
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Loyalty, Relationship
The last time I went to MatrixCare's big conference was years ago. There were a couple of companies...
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Relationship
I love MatrixCare's communication and customer service. MatrixCare does a great job with their...
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Relationship
MatrixCare has a customer success representative for all of their major clients, but getting our...
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Loyalty
One pain point of the system is that is has too many clicks for nurses. Our clinical nurses have so...
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Product
With the migration to CareAssist, we have seen some improvements in a couple of pain-point areas....
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Loyalty
A lot of the integration that we have to do is required, like e-prescriptions and things like that....
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Product
I would love to see MatrixCare integrate some therapy software with the system and have a place for...
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Operations, Product
MatrixCare is super reliable. It really doesn't go down that often. It is all I have known, so it is...
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Relationship, Operations
I feel like MatrixCare could do a better job of letting us know what things the releases are going...
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Product
There isn't a big focus on certain functionality, like medication scanning, because not a lot of...
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Loyalty, Product
My issue with the integration and interoperability is not being able to parse things out from the...
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Relationship, Operations, Product
The MatrixCare system is very easy to use. It doesn’t take a lot of training in terms of navigation,...
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Relationship, Operations
MatrixCare has a community that keeps us up-to-date with training, and then they have available tap...
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Relationship, Product
With MatrixCare’s updates that they do quite often, they always try to stay on top of what is...
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Loyalty
The whole facility here and all the other departments use another vendor for their system. That...
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Product
MatrixCare's system is very easy to use once someone understands it. It is a lot easier than the...
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Loyalty
MatrixCare has been trying to come out with some really good stuff. They have really been developing...
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Relationship
I have had the best support from MatrixCare. They are very good and organized. I never call them via...
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Relationship, Product
MatrixCare will alert us to incidents of downtime, but they don’t alert us to any current issues...
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Commentary Summary
Comment Type Breakout