Merge PACS
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Monique Rasband
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User Commentary

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Director

Technology

Merge PACS is reliable and does the job, but it is not very sophisticated. I will credit IBM Watson...

Jul 2022
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Director

Other Observations & Comments

Our team hopes the vendor will keep the Merge Healthcare team intact after the acquisition. The...

Jul 2022
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Director

Other Observations & Comments

If Merative can get on track and invest in their team and the solutions they already have, the...

Jul 2022
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Director

Relationship

Merative is our current partner, and they have delivered. The vendor has stepped up with the...

Jul 2022
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Director

Functionality and Upgrades

Merge PACS is an intuitive system with a lot of rich features, and from an imaging perspective, the...

Jul 2022
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Director

Functionality and Upgrades

A cloud option would be an interesting addition to the system, and the option would be of value to us....

Jul 2022
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Manager

Technology

I really like Merge PACS because it meets all of our needs. We do all different kinds of ology...

Jun 2022
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Manager

Service and Support

I give high kudos to the daytime support for IBM Watson Health. The after-hours support goes to an...

Jun 2022
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CIO

Relationship

We hit a bit of a bump in the road, but IBM Watson Health reacted very well to that. They owned up...

Jun 2022
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CIO

Future Outlook

We would certainly consider IBM Watson Health if we were looking at PACS vendors again. I have heard...

Jun 2022
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CIO

Future Outlook

IBM is going through some acquisitions with Francisco Partners, and most transitions can get bumpy...

Jun 2022
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CIO

ROI / Cost (care and feeding)

We are getting our money's worth with Merge PACS.

Jun 2022
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CIO

Relationship

My future satisfaction with Merge PACS is going to depend on how smooth the transition to Francisco...

Jun 2022
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CIO

Functionality and Upgrades

We did an upgrade with Merge Healthcare, and they were great. Merge Healthcare has certainly matured...

Jun 2022
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VP/Other Executive

Relationship

Since the acquisition, things haven't varied from the status quo. There haven't been any big...

Jun 2022
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VP/Other Executive

Relationship

The vendor is not as good as they were before the acquisition. Obviously, because of COVID-19,...

Jun 2022
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VP/Other Executive

Functionality and Upgrades

Since the acquisition, the product has still functioned and met all of our expectations as a PACS....

Jun 2022
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VP/Other Executive

Other Observations & Comments

My future satisfaction will remain the same because I am not expecting any big changes in the PACS.

Jun 2022
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VP/Other Executive

Relationship

IBM Watson Health was going through selling some of their medical pieces, but I don't know what the...

Jun 2022
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VP/Other Executive

Sales and Contracting

If I were starting over and making a buying decision, I would not automatically go with IBM Watson...

Jun 2022
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VP/Other Executive

Sales and Contracting

IBM Watson Health's invoicing is standard. At this point, we have a simple service contract. Whether...

Jun 2022
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VP/Other Executive

Interfacing and Integration

The product's integration has been pretty consistent.

Jun 2022
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VP/Other Executive

ROI / Cost (care and feeding)

I have a lot of challenges with the hanging protocols. The hanging protocols are terrible, and so is...

Jun 2022
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VP/Other Executive

Technology

The stability of the infrastructure is not good. The architecture of the build-out of the...

Jun 2022
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VP/Other Executive

Sales and Contracting

For our group, we are always looking for AI improvements or available functionality with AI. That...

Jun 2022
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Director

Functionality and Upgrades

The quality of Merge PACS has been very good. It functions the way we need it to function.

Jun 2022
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Director

Technology

We recently had a piece of equipment that was unable to get connected to the network due to a very...

Jun 2022
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CEO/President

Technology

Merge PACS is okay, but it isn't the leading PACS in the industry. However, we have no plans to...

Jun 2022
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CEO/President

Functionality and Upgrades

The overall enterprise suite is solid. The Merge PACS has been a good place to start. We almost use...

Jun 2022
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CEO/President

Relationship

The support team has been getting up to speed. I have to give IBM Watson Health credit for...

Jun 2022
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CEO/President

Future Outlook

I am not sure what the vendor will do with AI, but I hope they look at the overall investment and...

Jun 2022
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Manager

Relationship

I don't hear many promises from IBM Watson Health. I am not sure whether anyone asks for promises...

May 2022
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Manager

Implementation and Training

Merge PACS doesn't require too much training, but whenever we do need training, the resources we get...

May 2022
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Manager

Technology

IBM Watson Health talks about delivering new technology, but I don't see too much happening. If the...

May 2022
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Manager

Sales and Contracting

IBM Watson Health's phone support is not the best, but I haven't had to call the support team. There...

May 2022
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Manager

ROI / Cost (care and feeding)

I would for sure buy Merge PACS again. Nobody is even looking to change from the system.

May 2022
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Manager

ROI / Cost (care and feeding)

One of the things I like most about IBM Watson Health is their licensing. The vendor licenses per...

May 2022
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Manager

ROI / Cost (care and feeding)

Merge PACS is rock solid. The system is not really meant for radiology per se, but the system just...

May 2022
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Manager

Functionality and Upgrades

There is still room for improvement in the system's ability to handle tomosynthesis. The system also...

May 2022
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Manager

Other Observations & Comments

We stay away from the newest releases for Merge PACS until other customers have vetted them. Our...

May 2022
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Manager

Functionality and Upgrades

We have a number of different instances of Merge PACS. Each has slightly different nuances that we...

May 2022
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Manager

Interfacing and Integration

Merge PACS is able to integrate with several of our third-party systems. That is definitely...

May 2022
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Director

Implementation and Training

We made the transition to Merge PACS, and that was quite a large project. We had big plans, and...

May 2022
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Director

Relationship

I talked to a few of the vendor's leaders shortly after the Merge acquisition was announced. The...

May 2022
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Manager

ROI / Cost (care and feeding)

IBM Watson Health negotiates a lot with us on pricing because we have been with them for so long.

May 2022
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Manager

Functionality and Upgrades

Compared to other systems, the product is simple enough that we can figure out a lot of our own...

May 2022
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Manager

Functionality and Upgrades

The product is so universal that we can truly send any type of image into it. The reason we don't do...

May 2022
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Manager

Functionality and Upgrades

The vendor could improve the product’s hanging protocols. I know there are systems out there that...

May 2022
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Manager

Functionality and Upgrades

In the beginning, we had a lot of infrastructure problems. It was almost like the vendor gave us a...

May 2022
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Manager

Future Outlook

We are leaving the product because we have no option. An organization we are affiliated with uses...

May 2022
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Manager

Functionality and Upgrades

If other organizations are looking for PACS products, they need to truly dig deep and decide what...

May 2022
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Manager

Implementation and Training

I haven't had any more training since the vendor first offered it, and the training provided is...

May 2022
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Manager

Service and Support

Sometimes, I call the vendor and my call goes straight to voicemail.

May 2022
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Manager

Technology

It is difficult to upgrade the system with all the downtime, so we are on an older version. We...

May 2022
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Manager

ROI / Cost (care and feeding)

We are in a contract with the vendor, and the vendor seems to help out with getting discounts for us....

May 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

IBM Watson Health is spot on in their pricing for a sustainable product and service. The vendor also...

May 2022
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Analyst/Coordinator

Functionality and Upgrades

I like the product's reliability, scalability, interoperability, and adaptability to various workflows....

May 2022
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Manager

Service and Support

IBM Watson Health's support has gone downhill in the last couple of years. I don't know whether the...

May 2022
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Manager

Implementation and Training

The timing of IBM Watson Health's training with our upgrades really hasn't been optimal. I think the...

May 2022
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Manager

Future Outlook

There isn't anything specific that stands out about Merge PACS. It is hard to define the system's...

May 2022
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Manager

ROI / Cost (care and feeding)

I would buy all the products we have from IBM Watson Health again except for Merge PACS, and this is...

May 2022
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Manager

Service and Support

The vendor provides very good support on all the imaging products we use. We have access to people...

May 2022
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Manager

Functionality and Upgrades

As we have tried to leverage more Merge PACS functionality, like the automatic assignment engine,...

May 2022
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Manager

Functionality and Upgrades

We have tried to bring more value to our doctors with hanging protocols, but that functionality in...

May 2022
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Manager

Functionality and Upgrades

We had challenges with the Merge PACS upgrade. The thing that was most frustrating was that there...

May 2022
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Manager

Functionality and Upgrades

The positives of Merge PACS are its customization, robustness, real-time worklist, and ability for...

Apr 2022
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Manager

Other Observations & Comments

IBM Watson Health no longer supports Citrix in the Merge PACS environment. It would be an...

Apr 2022
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Analyst/Coordinator

Functionality and Upgrades

Upgrades generally go well, but our biggest complaint is that we have several test and production...

Apr 2022
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Analyst/Coordinator

Relationship

Merge PACS is not perfect, but it has a nice GUI, and it handles an organization of our size. We...

Apr 2022
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Analyst/Coordinator

Implementation and Training

We have set up logging and monitoring tools and alert systems of our own. We want to take a lot of...

Apr 2022
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Analyst/Coordinator

Relationship

IBM Watson Health is pretty good at being proactive. The vendor gives us an account manager, and we...

Apr 2022
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Director

Relationship

I like that we have the ability to drive tangible outcomes in our partnership with IBM Watson...

Apr 2022
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Director

Service and Support

One of the vendor's weaknesses is that their after-hours support people are overseas. That is a...

Apr 2022
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Director

Relationship

Our account manager is really good at letting us know about changes ahead of time. We have...

Apr 2022
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Director

Functionality and Upgrades

The product is very easy to support because it is based on a URL. That is good. There isn't a...

Apr 2022
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Director

Service and Support

IBM Watson Health's customer service is excellent. The vendor has a salesperson who is basically...

Apr 2022
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Director

Interfacing and Integration

One of the product's strengths is its interoperability. We have a lot of security needs, and the...

Apr 2022
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Director

Functionality and Upgrades

IBM Watson Health offers us the technology that we want, like AI.

Apr 2022
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Manager

Functionality and Upgrades

IBM Watson Health generally produces what they promise, but they don't always fulfill their promises...

Mar 2022
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Manager

Functionality and Upgrades

Merge PACS has a nice radiology interface. The radiologists like the interface quite a bit. Working...

Mar 2022
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Manager

Technology

I would like to see the vendor move faster with development and provide more transparency on the...

Mar 2022
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Director

Functionality and Upgrades

I don’t have any issues with Merge PACS. The image quality is excellent, and the system is very easy...

Mar 2022
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Director

Service and Support

The support for Merge PACS is very good. We have a great relationship with the vendor and great...

Mar 2022
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Director

Implementation and Training

I would love to see more tools available in Merge PACS to teach new users how to use the system. I...

Mar 2022
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VP/Other Executive

Future Outlook

We aren't sure what will happen to the solution now that a new acquisition is taking place, but we...

Mar 2022
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Manager

Service and Support

I really like Merge PACS. It is a good-quality system. I enjoy the vendor's service. I can call them...

Mar 2022
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Manager

Other Observations & Comments

The only issue I have had with IBM Watson Health is that they have sometimes been short staffed...

Mar 2022
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Manager

ROI / Cost (care and feeding)

IBM Watson Health gets a little charge happy. I sometimes feel like they charge more for their...

Mar 2022
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Manager

Relationship

When IBM Watson Health does an upgrade, it would be nice if they would contact us and explain how...

Mar 2022
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Manager

Functionality and Upgrades

Merge PACS does a pretty good job of exchanging information. We have a lot of ways to get our images...

Mar 2022
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VP/Other Executive

Relationship

We have used Merge PACS for a long time. We have had some challenges with the added processes and...

Mar 2022
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VP/Other Executive

Functionality and Upgrades

We feel that the solution has good functionality, and its VNA is solid. We hope that the vendor will...

Mar 2022
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Manager

Functionality and Upgrades

I have been a longtime customer, and IBM Watson Health has dropped the ball more than once in terms...

Mar 2022
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Manager

Functionality and Upgrades

Merge PACS' worklist, QA, quality splitting, and data manipulation for fixes are extremely powerful....

Mar 2022
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Manager

Future Outlook

We are looking to move away from our Merge PACS infrastructure because of the contractual...

Mar 2022
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Manager

Technology

The product is very reliable, and the vendor is very accessible. When there has been a problem, we...

Mar 2022
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Manager

Relationship

In the past, there was an upgrade that kept getting delayed. There was also a time when we didn’t...

Mar 2022
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Manager

Functionality and Upgrades

In the past, the product wouldn’t work well sometimes depending on job aversion and things like...

Mar 2022
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Analyst/Coordinator

ROI / Cost (care and feeding)

The vendor avoids charging for every little thing. They use our leftover training hours to cover the...

Mar 2022
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Analyst/Coordinator

Relationship

I would buy the product again because the vendor offers great support. We have regular phone calls...

Mar 2022
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Analyst/Coordinator

Future Outlook

The system isn't very integrated, but we are upgrading it. Our organization forced us to wait, so I...

Mar 2022
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Analyst/Coordinator

Future Outlook

The vendor is working on some upgrades to the system that will make it a lot better. Right now, we...

Mar 2022
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Manager

Functionality and Upgrades

The trainers from the vendor were good. However, with the upgrades, the vendor made the software...

Mar 2022
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Manager

Other Observations & Comments

The new technology is there, but we don’t have the means to get it. The vendor has a vision, but we...

Mar 2022
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Manager

Service and Support

The vendor’s quality of support depends on who picks up the phone. Most of the support people are...

Mar 2022
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Director

Relationship

IBM really changed the culture of the company, so I would not recommend Merge PACS. I have no idea...

Feb 2022
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Director

ROI / Cost (care and feeding)

We wanted to implement something that probably should have been included with the original quote but...

Feb 2022
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VP/Other Executive

Relationship

The vendor was great before they became IBM Watson Health. Once the vendor went to IBM Watson...

Feb 2022
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VP/Other Executive

ROI / Cost (care and feeding)

IBM Watson Health charges us a lot. They charge us astronomical amounts of money just for an upgrade...

Feb 2022
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VP/Other Executive

Functionality and Upgrades

We started looking for a PACS a few years ago to see whether we could possibly even replace Merge...

Feb 2022
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Manager

Relationship

I have enjoyed Merge Healthcare; they have been great. They are very helpful. Their service started...

Feb 2022
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Manager

ROI / Cost (care and feeding)

The solution offers great tangible outcomes. The PACS has been rock solid.

Feb 2022
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Manager

Functionality and Upgrades

When the vendor brings in a fix, they think it is going to fix A, B, and C, but it never fixes...

Feb 2022
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CEO/President

Relationship

Whether the product is part of our long-term plans depends on who buys Watson Health. Right now, the...

Feb 2022
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Manager

Functionality and Upgrades

The user interface side of Merge PACS is teetering on the edge of extreme greatness. There are just...

Feb 2022
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Manager

ROI / Cost (care and feeding)

When we moved to this product years ago, it was a bit daunting at first. Our providers were...

Feb 2022
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Manager

Relationship

The vendor has user groups that all of their customers can join. That is a way to connect with other...

Feb 2022
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Manager

Service and Support

The vendor has a support line via a 1-800 number. We have to know what team to call for each product...

Feb 2022
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CEO/President

ROI / Cost (care and feeding)

The best thing about IBM’s PACS is that it is paid for, and I don't have to pay for it again because...

Feb 2022
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CEO/President

Service and Support

The support for Merge PACS stinks. A lot of our issues with IBM Watson Health stem from the vendor...

Feb 2022
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Manager

ROI / Cost (care and feeding)

We haven’t had any big issues with IBM Watson Health’s PACS, other than when we were trying to run a...

Feb 2022
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Manager

Relationship

The quality of support went downhill when IBM Watson Health took over Merge Healthcare. I had high...

Feb 2022
||
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Manager

Functionality and Upgrades

What I like about Merge PACS is its ease of use. The system seems like it is pretty easy to learn,...

Feb 2022
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Manager

Functionality and Upgrades

I would like to have a better reporting section in Merge PACS for management reports, and I want...

Feb 2022
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Manager

Relationship

The vendor just sold their Watson Health side to a private company, so things are up in the air. We...

Feb 2022
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Manager

Functionality and Upgrades

Prior to coming on board and being hired, we have folks do a lot of training on Merge PACS through a...

Feb 2022
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Analyst/Coordinator

Service and Support

We have developed a relationship and good rapport with the support people, who are very good. They...

Feb 2022
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Analyst/Coordinator

Service and Support

The only thing I would tell others to consider when working with IBM Watson Health is that the...

Feb 2022
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Manager

Functionality and Upgrades

We can accomplish tasks in Merge PACS in a minute or two, and the same tasks would take 20 or 25...

Feb 2022
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Manager

Future Outlook

Our version of Merge PACS is slightly archaic. It is a few years old at this point. We actually have...

Feb 2022
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Manager

Relationship

IBM Watson Health goes above and beyond. They are very friendly and professional when they come to...

Feb 2022
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Manager

Lessons Learned

The solution is easy to work with for end users. Once we train them, they don't have too much...

Feb 2022
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Manager

Functionality and Upgrades

I am a big fan of Merge PACS. I have worked with the product for a long time, and I have always had...

Feb 2022
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Manager

Functionality and Upgrades

Merge PACS has a beautiful GUI. We can go in and simply click to add columns and create new...

Feb 2022
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Manager

ROI / Cost (care and feeding)

There are no unexpected costs from IBM Watson Health.

Feb 2022
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Manager

Functionality and Upgrades

Merge PACS is one of the most user-friendly PACS. Users can set it up to be whatever they want it to...

Jan 2022
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Manager

Service and Support

IBM Watson Health is top notch in the support area. Their support people are awesome. We never get...

Jan 2022
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Manager

Sales and Contracting

IBM Watson Health's salespeople don't drop clients just because they have already sold the product...

Jan 2022
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Analyst/Coordinator

Functionality and Upgrades

Merge PACS has been an interesting system for us this year. We thought things were going in a better...

Jan 2022
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Analyst/Coordinator

Other Observations & Comments

When it comes to being proactive, I have a hard time giving one rating. On one hand, we see a lot of...

Jan 2022
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Analyst/Coordinator

Relationship

We had a major problem that was painful enough for IBM Watson Health's executive leaders to get...

Jan 2022
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Analyst/Coordinator

Service and Support

While IBM Watson has a really good executive team, we should not have to go to the executives to get...

Jan 2022
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Analyst/Coordinator

Service and Support

The support for Merge PACS is good, I would say it is improving. That said, the night support has...

Jan 2022
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Manager

Functionality and Upgrades

The vendor's communication around upgrades has improved, and our last upgrade went smoothly. Another...

Jan 2022
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Manager

Service and Support

The vendor's support seems to be doing better. I think that some of their newer people are still...

Jan 2022
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Manager

Relationship

IBM Watson Health has strategically helped us in different ways. We knew the system and what we...

Jan 2022
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Manager

Service and Support

Merge Healthcare and IBM Watson Health have daytime support and after-hours, overseas support, and...

Jan 2022
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Manager

Functionality and Upgrades

The PACS viewer is simple to use for radiologists. It is very intuitive, so they can sit down and...

Jan 2022
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Manager

Service and Support

Merge PACS has been a lot of work. The main thing that they can probably improve on is the support;...

Dec 2021
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Manager

Service and Support

Upgrades are a weakness for the vendor. IBM Watson Health last minute will tell us we need...

Dec 2021
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Manager

Functionality and Upgrades

I do like the system. We make the best of it; we get used to a system and just deal with it. From my...

Dec 2021
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Manager

Relationship

With one upgrade, we tried to engage the executive saying we don't know how many final chances we...

Dec 2021
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Manager

Implementation and Training

The training was really great and detailed for getting certified for PACS. But for upgrades, there...

Dec 2021
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Manager

Functionality and Upgrades

The operating system was very old. IBM delayed the software release that actually works with the new...

Dec 2021
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Manager

Lessons Learned

If I got a call from a peer at another hospital, I would tell them to choose a different system and...

Dec 2021
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Manager

Functionality and Upgrades

The product has proven to be pretty flexible and fast. The vendor does caching, so they don't do...

Dec 2021
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Manager

Other Observations & Comments

I would like the vendor to focus more on developing stability and tools that we can use to keep the...

Dec 2021
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Manager

Service and Support

We struggle a lot, often with the first level of support, because the product is such a complex...

Dec 2021
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Director

Relationship

We have been a Merge Healthcare customer for some time. We have seen the good and the bad, and we...

Nov 2021
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Director

Functionality and Upgrades

I don't have bad things to say about Merge PACS. It gets the job done. But I also can't say that the...

Nov 2021
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Director

Functionality and Upgrades

Merge PACS is reliable and solid. We have to deal with things here and there, but we don't have...

Nov 2021
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Director

Relationship

The support from the IBM Watson Health team is good, but they have struggled to keep the needed...

Nov 2021
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Manager

ROI / Cost (care and feeding)

The vendor doesn’t charge extra unless we ask for some sort of additional integration with our PACS....

Nov 2021
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Manager

Relationship

The product pretty much works exactly like the vendor said it would. The vendor executives are right...

Nov 2021
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Manager

Future Outlook

I hope I rate the product at the top of the scale a year from now. The vendor is supposed to be...

Nov 2021
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Manager

Functionality and Upgrades

Users are able to fix a lot of their own mistakes in the system. It is very simple to use and not...

Nov 2021
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Manager

Service and Support

The vendor’s service teams haven’t been very responsive lately. The service teams don’t respond in a...

Nov 2021
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Manager

Functionality and Upgrades

Merge PACS is rock solid. It doesn't go down. We are always up and running, and the system does a...

Nov 2021
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Manager

Service and Support

There are some good days and some terrible days with support. I cannot stand the terrible days. We...

Nov 2021
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Manager

Implementation and Training

During the latest upgrade, there were a few glitches that took the vendor a couple of weeks to...

Nov 2021
||
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CIO

Functionality and Upgrades

I like the ability to customize Merge PACS. Out of all our products, it is the most customizable....

Oct 2021
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CIO

Functionality and Upgrades

The mammography hanging protocols need to be improved. They don't work for reverse raters, so the...

Oct 2021
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CIO

Implementation and Training

The training could be better; it is very basic and isn't as good as it used to be. I am not a fan of...

Oct 2021
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CIO

Service and Support

If we are calling the support people during the day and get the US team, things are great. But if we...

Oct 2021
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CIO

Relationship

Merge PACS has been solid, and we don't have a lot of downtime or issues that slow us down. It feels...

Oct 2021
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CIO

Service and Support

The support seems to be more stable now, but it is not always consistent. IBM Watson Health is in a...

Oct 2021
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Manager

Technology

Merge PACS is a good PACS. Our radiologists are familiar with it, and they have found it to be easy...

Oct 2021
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Manager

Relationship

We have seen more consistency from the vendor's team lately, and they have been better at keeping...

Oct 2021
||
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Manager

Service and Support

The vendor's team members are pretty good, but sometimes it seems like they have to jump through...

Oct 2021
||
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Director

Implementation and Training

IBM Watson Health needs to do more development. There is a lack of effectiveness in the vendor's...

Oct 2021
||
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Manager

Functionality and Upgrades

I don't think highly of IBM Watson Health. They don't innovate their product. Their updates are slow...

Oct 2021
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Manager

Functionality and Upgrades

There are some features that I think should be in the product that aren't in it, and without regular...

Oct 2021
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Manager

Service and Support

The vendor’s support people are capable, but they aren't exactly responsive. They are slow. We have...

Oct 2021
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Manager

Future Outlook

Merge PACS is a lot of money, so we would think the vendor would do some things better. We are going...

Oct 2021
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Manager

ROI / Cost (care and feeding)

The vendor's charges are a little high. They recently raised their rates. That was a pain point...

Oct 2021
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Manager

Service and Support

For any system-driven events, we would like a heads-up. The server could use some proactive...

Oct 2021
||
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Manager

Relationship

IBM Watson Health has been more organized, and things are going really well. I have a lot of...

Sep 2021
||
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Manager

Relationship

More proactive outreach from IBM Watson Health's executive team to our executive team would be...

Sep 2021
||
(0)
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Manager

Service and Support

The IBM Watson Health team has been pretty good during the COVID-19 crisis and all the changes we...

Sep 2021
||
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Manager

Relationship

The solution's move to the cloud has definitely met our needs. The vendor has been driving outcomes...

Sep 2021
||
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Manager

Relationship

We definitely had some challenges with the vendor in the beginning. They were doing a lot of things...

Sep 2021
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Manager

Future Outlook

I have talked about the vendor with other partners that I have. They have done a really good job....

Sep 2021
||
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Manager

Service and Support

The vendor has been a great partner. They are really helpful, and they have stuck to the things that...

Sep 2021
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