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Picker Comments
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KLAS Research Director - Adam Cherrington
Subject Expert

Adam Cherrington

Research Director

adam.cherrington@klasresearch.com

801-404-5273

 
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User Commentary

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Director

I would buy Picker again. I have had no issues with it. It tends to be okay for what I need it for....

Aug 2021
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Director

People will sometimes comment in the surveys that they didn’t understand the question, that the...

Aug 2021
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Director

In the survey, the scoring goes from 0 to 10. Users have to type a score, and the system reads the...

Jul 2021
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Manager

We have had some complex integration challenges. There is significant work that needs to be done...

Jul 2021
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(0)
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Manager

The vendor has definitely made improvements to the system that have made it more intuitive. There...

Jul 2021
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Manager

NRC Health is one of the best vendors out there that uses text, email, and modern outreach methods....

Jul 2021
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(0)
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Manager

NRC Health meets most of our needs. There are some things that we can't do in the system that we...

Jul 2021
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(0)
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Manager

I have a vendor representative who works with me. They are very responsive. We don't call or email...

Jul 2021
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(0)
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Manager

Our biggest wish would be for the vendor to be a little more proactive in their approach to things....

Jul 2021
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(0)
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Manager

We get our data back quickly from NRC Health. That allows us to act pretty quickly on it. In our...

Jul 2021
||
(0)
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Manager

There are opportunities for assistance on the qualitative side of the data. People leave great...

Jul 2021
||
(0)
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Manager

The solution is pretty easy to use. We have definitely customized questions and been able to do...

Jul 2021
||
(0)
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Manager

There are alerts in the system that let us know when there is a certain comment that we need to pay...

Jul 2021
||
(0)
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Manager

The solution allows us to take our provider ratings and ask patients to rate their experiences and...

Jul 2021
||
(0)
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Manager

The price of the vendor's contract is a significant investment. The solution was more challenging to...

Jul 2021
||
(0)
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VP/Other Executive

Our implementation was excellent. We knew that we were going to be in really good shape with the way...

Jul 2021
||
(0)
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VP/Other Executive

We initially had some challenges with our trainer. That person was a little scattered and...

Jul 2021
||
(0)
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VP/Other Executive

Picker is a very strong platform. It is highly integrated, and we are able to get data in and out of...

Jul 2021
||
(0)
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VP/Other Executive

The vendor provides additional layers with their IVR technologies, like phone calls. The solution...

Jul 2021
||
(0)
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VP/Other Executive

Picker has some well-established pieces that have helped us find the additional insights that we...

Jul 2021
||
(0)
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VP/Other Executive

NRC Health's customer-success team is highly responsive. If the person that we have contacted...

Jul 2021
||
(0)
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VP/Other Executive

The vendor is learning about us so that they can be more proactive, but I haven't seen much evidence...

Jul 2021
||
(0)
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VP/Other Executive

We have quarterly calls with a couple of members of NRC Health's executive team to stay connected....

Jul 2021
||
(0)
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VP/Other Executive

We feel very comfortable with NRC Health's pricing model, but I always think that there is room to...

Jul 2021
||
(0)
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Director

The solution has always met CMS' requirements. I don't think that we would spend as much time and...

Jun 2021
||
(0)
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Director

NRC Health absolutely gives us training, and they offer it as often as we need it. It isn't always...

Jun 2021
||
(0)
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Director

We are having some challenges interfacing with the solution. We are getting there though.

Jun 2021
||
(0)
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Director

The solution is intuitive. We are happy with it. It is pretty user friendly. Overall, it meets our...

Jun 2021
||
(0)
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Director

The solution has some quirks. It would save us a few steps here and there if the vendor were to do...

Jun 2021
||
(0)
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Director

NRC Health keeps their promises the majority of the time, but we occasionally run into something...

Jun 2021
||
(0)
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VP/Other Executive

My company didn't really invest time into learning about Picker at first. Now that we have done...

Jun 2021
||
(0)
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VP/Other Executive

Picker is expensive for the way that we are using it. I would like to learn whether there are...

Jun 2021
||
(0)
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 or  to see details.

VP/Other Executive

NRC Health does a good job of servicing our account, but there are some challenges. We have had some...

Jun 2021
||
(0)
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VP/Other Executive

NRC Health is not very proactive with us. They aren’t reaching out to tell us that something is new...

Jun 2021
||
(0)
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VP/Other Executive

Picker doesn’t really interface with anything other than our EMR. Where it does interface, it is fine....

Jun 2021
||
(0)
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VP/Other Executive

Picker is not as patient friendly and simple as our other patient experience platform is. We are...

Jun 2021
||
(0)
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VP/Other Executive

NRC Health is definitely not worth the investment. They are exorbitantly expensive. It is not about...

Jun 2021
||
(0)
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 or  to see details.

Director

We have some people who want to be put on our do-not-call list just because they don't want to get...

Jun 2021
||
(0)
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Director

NRC Health's training could improve if their people got to know our people personally and set up...

Jun 2021
||
(0)
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Director

NRC Health offers some other functionalities that could be important for me, but I don't have time...

Jun 2021
||
(0)
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 or  to see details.

Director

The biggest outcome that we have seen from NRC Health has been improved patient experience.

Jun 2021
||
(0)
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Director

NRC Health is excellent at customer service. Their team is really great to work with. They are...

Jun 2021
||
(0)
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Director

An area for improvement is the test opportunities that NRC Health offers. We have worked with them...

Jun 2021
||
(0)
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Director

I love that we get personalized questions that we can rotate in and out and update as needed. That...

Jun 2021
||
(0)
 Thank you  Helpful

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Director

The dashboard can be difficult to navigate sometimes unless we are in it constantly and know the ins...

Jun 2021
||
(0)
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 or  to see details.

Director

I think of integration goals as being connected across the organization when we are trying to launch...

Jun 2021
||
(0)
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Director

NRC Health could update their offerings or offer something innovative. In years past, there haven't...

Jun 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

One positive outcome is that we can tell the difference between the markets and know how to plan...

Jun 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

NRC Health’s customer service is okay. They are not great. They are responsive, but they are not...

Jun 2021
||
(0)
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 or  to see details.

Manager

NRC Health’s support could improve their turnaround time. Sometimes we discover that there is an...

Jun 2021
||
(0)
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Manager

I have never talked to any of NRC Health's senior leadership. We get passed around to different people....

Jun 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

I would tell someone that NRC Health is a little bit challenging to work with. They are not super...

Jun 2021
||
(0)
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Manager

I have taken the survey on Picker as a patient before, so I would say it has a perfect score for...

Jun 2021
||
(0)
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Manager

If we receive a really positive or negative comment through NRC Health, we can go to our digital...

Jun 2021
||
(0)
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 or  to see details.

Manager

Some of the questions in Picker are not intuitive to families. Sometimes, I do not think they...

Jun 2021
||
(0)
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Manager

We can definitely customize the questions in Picker. It is just that if we change one particular...

Jun 2021
||
(0)
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 or  to see details.

Manager

The whole process in Picker and the tool that we use to get the comment reports have been...

Jun 2021
||
(0)
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 or  to see details.

VP/Other Executive

We like Picker because of its ease of use and its flexibility. We had a larger national vendor...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

To go into Picker and easily slice and dice the data, or if we want to look at something over a time...

May 2021
||
(0)
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 or  to see details.

VP/Other Executive

Picker is fairly easy to implement. The process has gone smoothly, and the upgrades are not too difficult....

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

For the most part, NRC Health keeps their promises. The only thing I have been disappointed with has...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

NRC Health has been great about not charging us for every little thing. Built into the contract are...

May 2021
||
(0)
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 or  to see details.

VP/Other Executive

I would like to see a higher survey completion rate. We have asked the vendor to help us increase...

May 2021
||
(0)
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VP/Other Executive

We haven’t seen a lot of new technology. The vendor isn’t reaching out to us and saying they have...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

We have our own account executives team with NRC Health that does extremely well and is responsive.

May 2021
||
(0)
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VP/Other Executive

We haven’t dealt with the executives at NRC Health since the beginning. Their leadership is not...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

NRC Health is meeting my expectations, but they are not wowing me. I like that the solution is an...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

NRC Health had to do some custom work on their portal to get us the views that we needed. They did a...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

All of the surveys that we do revolve around the HCAHPS and CAHPS. The service alert processes that...

May 2021
||
(0)
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Director

I would recommend that the vendor pay more attention to the details of end user's displays. We have...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

There is a service alert piece that cannot be directly distributed to practices, so it has to come...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

All of our system's improvements have come from us. I haven't seen the vendor come to the table with...

May 2021
||
(0)
 Thank you  Helpful

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Director

Picker gives us close to 40 different views. I understand what is in each bucket, how it works, and...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

I don't think Picker is part of our long-term plans, but that decision is up in the air right now. I...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

During the COVID-19 pandemic, NRC Health was out surveying people around the country about their...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

We had a bit of a dip in our numbers, and NRC Health was able to dive in and see what was going on....

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

I would tell anyone who is considering this product that it is worth the subscription. The...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Director

NRC Health is an excellent vendor. Our relationship with them has continued to improve over time....

May 2021
||
(0)
 Thank you  Helpful

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Director

NRC Health has some additional products that are similar to our current product. They also have some...

May 2021
||
(0)
 Thank you  Helpful

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Director

It would be awesome if the vendor would give their clients one on-demand study every year.

May 2021
||
(0)
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 or  to see details.

Director

Before a campaign, we look to NRC Health to see whether they have any consumer insights. They have...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Most of the time when we have issues, it is not because of the people but rather the processes. The...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

The vendor is so flexible about the cost; they say yes to everything. Because the vendor does that,...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

The vendor doesn’t have a user guide to keep the website updated. We have to go to the website to...

May 2021
||
(0)
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 or  to see details.

Manager

At the end of the day, the vendor has major issues with quality control. They have a lot of logic...

May 2021
||
(0)
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 or  to see details.

Manager

The vendor executives do a pretty good job. They try to protect their people because they are super...

May 2021
||
(0)
 Thank you  Helpful

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COO

I have been in healthcare for many years and have always worked with another vendor. NRC Health came...

May 2021
||
(0)
 Thank you  Helpful

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COO

The go-live for the product was great. We had some interfaces, worked through some minor issues, and...

May 2021
||
(0)
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COO

I rate the vendor's initial training highly. The product is exceedingly intuitive, so even the most...

May 2021
||
(0)
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COO

The product is very easy to use. The product exceeds our expectations. We communicated to the vendor...

May 2021
||
(0)
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CEO/President

The solution's reporting is a little challenging. It uses an online reporting portal. Even though...

May 2021
||
(0)
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CEO/President

Our patients don't use the product online, so taking its surveys is fairly straightforward for them.

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

Our account manager at NRC Health does a tremendous job of seeing our needs and working with us.

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

NRC Health provides us with a tool. In some regards, it is up to us to take their benchmarking...

May 2021
||
(0)
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VP/Other Executive

We can view the system's performance against our metrics. The performance is concrete for our...

May 2021
||
(0)
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VP/Other Executive

I had high expectations going in, and the vendor has exceeded those expectations in terms of the...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

I am a really happy NRC Health customer. They have multiple different survey modes, including email,...

May 2021
||
(0)
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 or  to see details.

VP/Other Executive

Compared to other vendors, NRC Health is great about not nickel-and-diming us. They haven't...

May 2021
||
(0)
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 or  to see details.

VP/Other Executive

The vendor made the implementation really easy. Their implementation team was great to work with....

May 2021
||
(0)
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 or  to see details.

VP/Other Executive

The only challenge we had with training was that we had to work with the vendor to really make sure...

May 2021
||
(0)
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VP/Other Executive

I rate the vendor high for their delivery of new technology. We are still pretty early in our...

May 2021
||
(0)
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VP/Other Executive

I feel like I have a direct line to the vendor's support team to help me out if I need help. The...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

I like NRC Health's database. The vendor takes our historical information and puts it into...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

NRC Health works with us if we need to expand the length of time for a survey to be returned. Their...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

NRC Health's pricing is right where it needs to be. For the most part, their rate is flat. They even...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Picker is not part of our long-term plans. I have heard rumbles that we are going to try replacing...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Picker is fairly easy for our director to use. They know how to get reports and other things out of...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

When I deal with NRC Health, I mostly deal with project specialists. Project specialists don't...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

NRC Health has a lot of turnover. I was working with an individual for several months and wasn't...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

We had huge issues in Picker. Patients were getting duplicated and were getting the wrong...

May 2021
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

We were able to work with the vendor a while ago to resolve a lot of our issues. After that, I was...

May 2021
||
(0)
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