Mend
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Schafer Jackson
Research Director
KLAS Research Director - Schafer Jackson
 
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User Commentary

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Director

Service and Support

When end users have challenges or issues, it is often challenging to get someone to work on the...

Nov 2022
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Director

Relationship

We have a direct contact with Mend who has been great. We landed on someone who is a good contact,...

Nov 2022
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Director

Other Observations & Comments

Mend's solution is our immediate solution; it is workable, and we are seeing more stability across...

Nov 2022
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Director

Functionality and Upgrades

The deliverables have been met by Mend; it works the way the vendor said it would. The product is a...

Nov 2022
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Director

Functionality and Upgrades

When Mend was rolling forward with enhancements or features, we would get none. As a result,...

Nov 2022
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Manager

Functionality and Upgrades

Mend is very easy to access and use for patients. That is a big plus for us, and we can transmit...

Nov 2022
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Manager

Functionality and Upgrades

I have failed visits, and we have things that break periodically in Mend.

Nov 2022
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Manager

Service and Support

There are a few things that I have opened cases for with Mend, and the vendor has taken a while to...

Nov 2022
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Manager

Relationship

Mend is pretty proactive. They send out emails if the system is down or if something is not working....

Nov 2022
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Director

Functionality and Upgrades

A hard thing for us when we started using telehealth was that we didn't want to junk up our system...

Sep 2022
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Director

Implementation and Training

Before our users even looked at the product, they viewed the training from Mend, and the training...

Sep 2022
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Director

Technology

Mend talked a lot about how they had just gotten set up so that they could do 2G technology, so they...

Sep 2022
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Director

Interfacing and Integration

With the exception of a few situations, there is no duplicate work. Mend has made changes to meet...

Sep 2022
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CMIO

Functionality and Upgrades

Mend is really consistent. Compared to our previous solution, it has almost no downtime. The...

Apr 2022
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CMIO

Win/Loss - Why they were selected (by current clients)

We selected Mend because they were quick to stand up.

Apr 2022
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CMIO

Future Outlook

Mend isn't integrated with one of our other products. Now that that product has a better tool for...

Apr 2022
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CMIO

Implementation and Training

The vendor provided some initial training materials, but we ended up having to do our own end-user...

Apr 2022
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Director

Interfacing and Integration

Mend still has some work to do on their interface with the EHR. We would like to be able to import...

Apr 2022
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Director

Service and Support

Our overall experience with Mend has been positive; they probably have some of the best customer...

Apr 2022
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Director

Future Outlook

Mend is likely not part of our long-term plans. We are thinking about moving to another product for...

Apr 2022
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Director

Other Observations & Comments

Mend's system sends out a ton of notifications prior to visits. From my perspective, that is a great...

Apr 2022
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Director

Other Observations & Comments

Our providers don't use the Mend system as much as they do another virtual meeting platform that we...

Apr 2022
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Director

Service and Support

There is no great tech support. If our patients are struggling to connect or if our staff is having...

Apr 2022
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Director

Functionality and Upgrades

The Mend system has not been very user friendly, and it is certainly not the preferred product on...

Apr 2022
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Director

Functionality and Upgrades

The Mend system is usable. There are good reporting features.

Apr 2022
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Director

Service and Support

The vendor is pretty progressive in trying to fix any issues. If there is something that we don't...

Apr 2022
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Director

Functionality and Upgrades

We have to double schedule because the Mend system doesn't integrate with our scheduling system. We...

Apr 2022
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Director

ROI / Cost (care and feeding)

Mend charges for some custom forms. That is pretty crazy.

Apr 2022
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Manager

Future Outlook

The Mend product is not as good as another product, but Mend's road map has great improvements that...

Mar 2022
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Manager

Service and Support

I love Mend’s support. Mend has a live chat, and the support people are super responsive.

Mar 2022
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Manager

Functionality and Upgrades

The Mend product doesn't have a good reporting system, and that makes it hard for us to do good analyses....

Mar 2022
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Manager

Relationship

We have been with Mend for a while now, and every time that we want to customize something, Mend is...

Jan 2022
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Manager

Functionality and Upgrades

I find Mend very easy to use. I think it is easy for our patients to use. We have a lot of geriatric...

Jan 2022
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Manager

Future Outlook

Mend could improve their connectivity; it is a huge thing, especially depending on the location of...

Jan 2022
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Analyst/Coordinator

Relationship

Mend has kept every promise they have made to me. Anytime I have an issue, I show them everything,...

Dec 2021
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Analyst/Coordinator

Relationship

I would absolutely buy this system again. The vendor has been awesome. We have meetings regularly,...

Dec 2021
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Analyst/Coordinator

Other Observations & Comments

We recently had a meeting with Mend where they explained a lot of their upgrades. Mend is...

Dec 2021
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Analyst/Coordinator

Implementation and Training

Anytime we have scheduled training with Mend, they have been super receptive. We received very...

Dec 2021
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Analyst/Coordinator

Relationship

What the vendor promotes the product as is what we have. We haven’t had any issues with anything...

Dec 2021
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Analyst/Coordinator

Interfacing and Integration

We have been talking about Integration for the system, but the barriers have been more on our end...

Dec 2021
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Analyst/Coordinator

Functionality and Upgrades

The product has been very good. Everyone is trained on it, and it is looking really nice. The vendor...

Dec 2021
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Analyst/Coordinator

Functionality and Upgrades

There is nothing in the system that is completely barring anyone from trying to get an appointment....

Dec 2021
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Analyst/Coordinator

Service and Support

The vendor's web support has been phenomenal. Anytime I need help, I can always reach someone. We...

Dec 2021
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Analyst/Coordinator

Functionality and Upgrades

I highly recommend the system, not just for clinicians but also for counselors, case managers, and nurses....

Dec 2021
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Analyst/Coordinator

Future Outlook

There are a couple of things that I think could be fixed in the system, not for a huge quality of...

Dec 2021
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Analyst/Coordinator

Future Outlook

We predicted we were going to have a huge spike in usage of the system when COVID-19 started, and as...

Dec 2021
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Director

Functionality and Upgrades

Our staff members and clinicians aren't happy with Mend. If the solution isn't working very...

Dec 2021
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Director

Win/Loss - Why they were selected (by current clients)

We went with Mend so that we could have a combination of video, document-signing, and scheduling...

Dec 2021
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Director

Functionality and Upgrades

Mend's technology could meet our needs if it actually worked. Our connection in the system is awful,...

Dec 2021
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Director

Functionality and Upgrades

There is no clear way in Mend to see whether a client is waiting. We have to have our schedule on...

Dec 2021
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Director

Service and Support

The one thing about Mend that stands out is their support. We can email their IT staff members right...

Dec 2021
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Director

Technology

Mend's video aspect is horrible. We can't connect to our clients or get a clear video. If a client's...

Dec 2021
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