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NextGen PxP Portal Commentary
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Coray Tate
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Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
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Independent Ambulatory Patient Portals 2023: Seeking to Empower Patients
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Patient Perspectives on Patient Engagement Technology 2022: Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
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User Commentary

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Director

Loyalty, Product

I would like to see more functionality in the product compared to the products used by some other...

Nov 2023
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(0)
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Director

Relationship

The vendor needs to be more proactive about letting us know what is going on if there is an issue or...

Nov 2023
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(0)
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Director

Operations

The vendor could improve their implementations by having more available times. I had a pretty...

Nov 2023
||
(0)
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Director

Product

The design of the backdoor system, like the system admin side, could be improved to make it more...

Nov 2023
||
(0)
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Director

Loyalty, Product, Value

The portal doesn't integrate back into NextGen Healthcare's EHR as it should. That is a known issue,...

Nov 2023
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(0)
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Director

Product

I do like the creation of forms in the portal, so that process is very helpful. I do like the...

Nov 2023
||
(0)
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Director

Relationship, Operations

I haven't even received training on how to go about getting phone and web support specifically for...

Nov 2023
||
(0)
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Analyst/Coordinator

Culture, Value

NextGen Healthcare doesn’t charge us anything randomly, but we thought the version we purchased...

Oct 2023
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(0)
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Analyst/Coordinator

Operations

We were a little behind in implementing Medfusion Patient Portal because it was a little difficult....

Oct 2023
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(0)
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Analyst/Coordinator

Relationship, Operations

NextGen Healthcare is not proactive at all. I would like them to reach out to me about...

Oct 2023
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(0)
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Manager

Product

The fact that patients can communicate quickly through the portal is nice. The way that they can...

Sep 2023
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(0)
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Manager

Product

We would like the patients to be able to send pictures within the portal. If something is not a PDF,...

Sep 2023
||
(0)
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CIO

Culture, Loyalty

The vision that NextGen Healthcare presented for the system was far beyond what they could deliver....

Sep 2023
||
(0)
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CIO

Operations, Product

There were a lot of accuracy issues with some of the system's modules, so we had to basically turn...

Sep 2023
||
(0)
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CIO

Product, Value

At the time that we bought the product, it was one of the best in the marketplace. I don't know...

Sep 2023
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(0)
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Manager

Loyalty

NextGen Healthcare's portal is a disaster and has been a disaster for many years, and they keep...

Sep 2023
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(0)
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Manager

Relationship

If I need something, I can usually contact a senior engineer or a VP of a department, and they have...

Sep 2023
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(0)
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Manager

Culture, Product

There are inconsistencies in the patient balance that is shown in the portal. I went round and round...

Aug 2023
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(0)
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Manager

Product

I like that we can make documents available to patients through Medfusion Patient Portal. However,...

Aug 2023
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(0)
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Director

Product

One of the new features in Medfusion Patient Portal is for sending attachments in both directions....

Jun 2023
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(0)
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Director

Product

With Medfusion Patient Portal, attachments often don't file properly in the charts, enrollments and...

Jun 2023
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(0)
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Director

Relationship

To us, issues with the patient portal should be more of a priority for NextGen Healthcare’s support...

Jun 2023
||
(0)
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Director

Loyalty, Product

NextGen Healthcare should have a mobile version of their product, but they do not. There is only the...

Jun 2023
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(0)
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Analyst/Coordinator

Product

The view for Medfusion Patient Portal is much improved from the view of the vendor’s previous...

Jun 2023
||
(0)
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Analyst/Coordinator

Operations, Product

We would like to know whether the product is going to work, and when we try to enroll somebody, we...

Jun 2023
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(0)
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Analyst/Coordinator

Product, Value

I don’t like that we can't customize which type of documents push automatically when they are...

Jun 2023
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(0)
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Analyst/Coordinator

Product

The product’s setup is cumbersome. Depending on what we are setting up, we might have to go into one...

Jun 2023
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(0)
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Analyst/Coordinator

Loyalty

We are planning on leaving Medfusion Patient Portal because of our inability to customize a lot of...

Jun 2023
||
(0)
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CIO

Culture, Operations, Product

Medfusion Patient Portal does not work as it was supposed to work. NextGen Healthcare overpromised...

May 2023
||
(0)
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CIO

Product

The GUI within Medfusion isn't user friendly or attractive. The product overall is not intuitive....

May 2023
||
(0)
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CIO

Relationship

We spend a lot of time following up on tickets about the portal with NextGen Healthcare. We have had...

May 2023
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(0)
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CIO

Loyalty, Relationship, Operations

We had a new tech person helping us with the patient portal. I think that has a lot to do with the...

May 2023
||
(0)
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CIO

Value

The portal is not reducing our pain points at all; it is just causing us more pain. We put way too...

May 2023
||
(0)
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CIO

Operations

The thing that stuck out to me the most when we did our NextGen Healthcare upgrade was that they did...

May 2023
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(0)
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COO

Product

Medfusion Patient Portal has a lot of great features and great things when the product works. We...

May 2023
||
(0)
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COO

Product

If patients complete their intake forms online in Medfusion Patient Portal, the forms do not always...

May 2023
||
(0)
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COO

Culture, Loyalty, Relationship

When NextGen Healthcare purchased the portal, they ran into things they didn't know they were going...

May 2023
||
(0)
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COO

Relationship, Operations, Product

There was an original Medfusion portal that NextGen Healthcare had, and then they did an upgrade...

May 2023
||
(0)
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CIO

Loyalty, Product

NextGen Healthcare's patient portal was billed to provide the best patient experience possible, but...

May 2023
||
(0)
 Thank you  Helpful

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CIO

Product

I like that Medfusion Patient Portal is 100% web based. Once a user's credentials are established,...

May 2023
||
(0)
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CIO

Product

There isn't a distinctive place for lab results in Medfusion Patient Portal. That is why much of our...

May 2023
||
(0)
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Analyst/Coordinator

Product

Our patients have a difficult time finding the patient portal because the URL for it isn't something...

May 2023
||
(0)
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Analyst/Coordinator

Product

The portal can be simple to use, especially for people doing background work in it. When users look...

May 2023
||
(0)
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Analyst/Coordinator

Relationship, Product

The system was glitchy at first. The vendor responded quickly to fix it, but the system still has...

May 2023
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Loyalty, Product

I liked the system's old patient portal better in terms of patient use. That portal was more...

May 2023
||
(0)
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 or  to see details.

Analyst/Coordinator

Product

I would like to see the system give patients the ability to check on things. I have seen that...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Nurse

Loyalty, Loyalty, Operations, Operations, Product, Product

When we first got the product, we were excited that it was going to be fairly easy for patients to...

Apr 2023
||
(0)
 Thank you  Helpful

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Nurse

Relationship, Relationship, Operations, Operations

We were supposed to receive a lot of help from the vendor for a certain integration, but we didn't....

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Nurse

Culture, Culture, Value, Value

The vendor charges us per provider for a lot of things, so I would say that NextGen Healthcare...

Apr 2023
||
(0)
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Manager

Product

Medfusion Patient Portal is functional, but it is not a Cadillac. Online payments would make things...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty

I think that after the next upgrade, Medfusion Patient Portal will be much more user friendly and...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

My wish list would be for better ease of use for patients. When a patient logs in, there are buttons...

Mar 2023
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Loyalty, Operations

We had some snags during the go-live. We have struggled with performance. We are finally getting...

Mar 2023
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Product

There is a functionality that works really well for patients to be able to exchange information....

Mar 2023
||
(0)
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Analyst/Coordinator

Relationship

We have had some responsiveness issues with the vendor's support, which seem to be getting resolved,...

Mar 2023
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Loyalty

My overall satisfaction in 12 months is going to be very high because I feel that we are finally on...

Mar 2023
||
(0)
 Thank you  Helpful

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Manager

Relationship

We had to upgrade due to the 21st Century Cures Act with access to patient records. The upgrade...

Mar 2023
||
(0)
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Manager

Product

The previous portal before our last upgrade was really terrible. Once people were in, it was fine...

Mar 2023
||
(0)
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Manager

Relationship

The vendor's executives are not able to resolve my issues because I am just a little peon.

Mar 2023
||
(0)
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Manager

Relationship, Product

When the vendor actually fixes something, everything else gets screwed up.

Mar 2023
||
(0)
 Thank you  Helpful

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Manager

Product

Patients that aren't very tech savvy have difficulty with Medfusion Patient Portal. We have learned...

Jan 2023
||
(0)
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Manager

Relationship

NextGen Healthcare’s support could use some work. We typically receive slow responses or no response...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Relationship

NextGen Healthcare used to be really good and helpful, but about a year and a half ago, they changed...

Jan 2023
||
(0)
 Thank you  Helpful

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Manager

Product

With the current build we have, we have to manually collect and enter credit card payments that...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

I like Medfusion Patient Portal, but I wish it interacted better with the EMR. Medfusion Patient...

Jan 2023
||
(0)
 Thank you  Helpful

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Manager

Product

There are so many pages inside Medfusion Patient Portal to go to. It would be very nice to be able...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Relationship, Product

There is no sense of urgency on NextGen Healthcare's part. Patients like to schedule their...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product, Value

Overall, Medfusion Patient Portal has given us a pretty good value. Our patients have adopted this...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

It is a burden to set up the system's communications on the patient and organization side. The way...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

NextGen Healthcare doesn't know what is going on with their own product. We have had issues with...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations

The vendor set up the system and put us on a good path in terms of how to use it. We were able to...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

We have always received really good support from NextGen Healthcare. They respond to us quickly and...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Value

Every product that we get from NextGen Healthcare has some additional costs that come with it. The...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship

There hasn’t been a month where Medfusion Patient Portal has worked properly every day. The portal...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

When services go down with Medfusion Patient Portal, some of the information doesn’t transfer...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Loyalty, Product

Some of the issues that we have had with Medfusion Patient Portal have already been resolved. Other...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Loyalty

We have had conferences with NextGen Healthcare, and it seems like they are heading in the right...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

We have the new portal, but we can’t say much about it. We know what is in it, but we haven't...

Jan 2023
||
(0)
 Thank you  Helpful

 or  to see details.

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