Commentary Summary
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User Commentary
Other Observations & Comments
For the forecasted overall satisfaction, things are changing too quickly in healthcare. The question...
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Functionality and Upgrades
For NRC Health, we utilize metrics and various aspects of the tool. The only negative and...
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Functionality and Upgrades
The vendor provides new technology by providing new modules and research on a regular basis. We like...
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Service and Support
The vendor has been very responsive to us. We have had a couple of account executives. They are not...
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Relationship
We have really good communication with NRC Health. We meet recurringly with our team, and they are...
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Functionality and Upgrades
Some of the issue with NRC Health is survey length, which we have a part in to try to get those...
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Functionality and Upgrades
For the functionality that NRC Health's software has, it is user friendly and intuitive. People are...
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Functionality and Upgrades
There has definitely been some reporting functionality that we would love to see that NRC Health...
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Implementation and Training
It is not like ongoing training is baked in, but if we request it, NRC Health is willing to work...
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Interfacing and Integration
We have been able to work really seamlessly with our EHR to integrate with NRC Health, so things are...
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Service and Support
NRC Health is super easy for patients to use. The product is customizable, and the vendor is open to...
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Functionality and Upgrades
Some parts of NRC Health are not as intuitive as parts of another product we use. The vendor could...
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Relationship
NRC Health has kept their promises, and the vendor’s continuity of staff has gone along with that....
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Implementation and Training
NRC Health should have a little more knowledge of some of the science behind the methodology. I...
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Functionality and Upgrades
NRC Health upgrades the product here and there; it is at the top of its game. The functionality is...
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Service and Support
NRC Health calls me on a regular basis to ask what is going on. The vendor is very involved and has...
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Service and Support
NRC Health has been very fair with their charges. We have regular meetings with the vendor, and I...
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Other Observations & Comments
On the real-time dashboard, NRC Health's system has a separate report section that is like a beta...
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Other Observations & Comments
I would mention NRC Health to others, but I am not sure that NRC Health's product is considered top...
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Implementation and Training
NRC Health does a really good job with the education that they provide on how to deal with patients...
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Relationship
I haven’t been very satisfied with the fact that our project manager from NRC Health changes...
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Functionality and Upgrades
NRC Health should make sure that training is available and that the process is there. The solution...
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Functionality and Upgrades
Overall, NRC Health's platform is a versatile tool that allows for a robust amount of customization...
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Functionality and Upgrades
Some aspects of NRC Health don’t allow for much flexibility. There is a difference between the...
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Functionality and Upgrades
We have an ongoing request for the ability to benchmark accounts to comparable services. NRC Health...
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Other Observations & Comments
Occasionally, our patients have some issues when they get calls from NRC Health.
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ROI / Cost
The first step of connecting back with a patient is done by NRC Health. That frees up our staff's...
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Functionality and Upgrades
It would be helpful if NRC Health were able to customize some of the different service line calls....
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ROI / Cost
We are using another vendor along with NRC Health because NRC Health charges too much for certain...
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Implementation and Training
NRC Health’s training was poor. The individual in charge of our account didn't seem to have things...
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Relationship
NRC Health has responsive personnel. They have a full staff with a liaison, staff members, and...
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Lessons Learned
It would be helpful for clients to outline what they expect to achieve from a relationship with NRC...
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Relationship
We depend on NRC Health to tell us the best solutions based on our scores and demographics and the...
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Relationship
We are extremely satisfied with the executive involvement; NRC Health is great at that. NRC Health...
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Relationship
We are working on getting a project going, and NRC Health has been really good. We have been...
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Implementation and Training
The implementation services were really good and smooth. We have regular meetings with the vendor....
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Service and Support
NRC Health is always looking for ways to improve, so they roll out new support. They just added...
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Functionality and Upgrades
The NRC Health product is very easy to use. It is simple, but it is data. And when working with...
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Sales and Contracting
The vendor seems on par with my experience with sales and other software. When we are purchasing...
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Functionality and Upgrades
NRC Health's product was really built for hospitals. We used the product working in our specialty...
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Relationship
NRC Health does take the lead on being proactive, but not to the level that we would like to see. If...
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ROI / Cost
I never want to pay what I need to pay for things, but NRC Health is reasonable and on par with...
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ROI / Cost
I am very satisfied. NRC Health does a good job. We brought the product to a new company because I...
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Implementation and Training
When I came on, a person from the vendor met with me, and we went through some cool features within...
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Functionality and Upgrades
In general, I really do like NRC Health's product. It is easy to use and easy to navigate. There are...
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Future Outlook
I feel like NRC Health is finally looking at our issues. For a long time, we would tell them our...
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Service and Support
We have been having some issues recently with NRC Health. Coming into this role, I had to learn how...
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Functionality and Upgrades
One of the product’s benefits is that we can tailor our surveys a little. The vendor suggests some...
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Functionality and Upgrades
We do real-time surveys, and the patients can answer questions with the keyboards on their phones....
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Implementation and Training
The vendor provides lots of training materials. We also do networking calls with some of the...
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Functionality and Upgrades
NRC Health’s basic functionality hasn't changed a ton. The vendor is constantly adding resources and...
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Service and Support
Occasionally, there are some technical issues or things that appear to not be flowing through...
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Relationship
When we meet with the vendor, they bring in everybody to meet with us. NRC Health is an excellent...
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Service and Support
If I have questions about finding pieces of information I need on a site, NRC Health tends to...
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Implementation and Training
We had an exceptionally lengthy start-up process, to the point that I began to feel like we were not...
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Sales and Contracting
There was no sales process with NRC Health. We rolled over from the interview, and then there was a...
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Functionality and Upgrades
NRC Health is clunky. Picking out subsets of data, subsets of populations, and different time frames...
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Functionality and Upgrades
NRC Health has begun carrying the most important questions in their surveys. The vendor has stayed...
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ROI / Cost
We are not seeing benefits from NRC Health's product to match the annual fee we pay. We had a lot of...
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Relationship
The main product we have been using is geared toward our specialty, and we have been able to survey...
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ROI / Cost
We have checked other products, and NRC's product is much less expensive than those. We would not...
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Functionality and Upgrades
NRC Health's product works well. We just have to dig through the weeds to find the information that...
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Other Observations & Comments
One manager has been really good to work with because we have been able to get in touch with them....
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Sales and Contracting
There aren't any hidden costs with NRC Health. With other vendors, if we want to change something,...
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ROI / Cost
Since we implemented the product, there has been more provider awareness and more engagement with...
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Functionality and Upgrades
There are a few clunky things in NRC Health's product. With the Analyst Corner, the vendor provides...
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Service and Support
NRC Health’s support team is very responsive. In terms of assistance, if the support team doesn't...
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Other Observations & Comments
We have IVR calls with NRC Health, and some of our patients say that the IVR calls are annoying, but...
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Functionality and Upgrades
The NRC Health platform is not as intimidating as other databases. I have a strong background in...
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Other Observations & Comments
NRC Health is good. The product is good, and the vendor is helpful. The biggest issue we have is...
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Implementation and Training
When we first joined with NRC Health, we asked for training, and it was fairly short. The basic...
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Other Observations & Comments
NRC Health’s support team is great when we call for help with something. The vendor doesn't reach...
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Functionality and Upgrades
We get an awful lot of calls from patients who have difficulty with the system. A lot of patients...
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Functionality and Upgrades
The system is generally easy to use. However, it is very static. We have a limited number of choices...
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Other Observations & Comments
Nothing has changed since we have had the product. We haven't had anything new. We haven't really...
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Relationship
I really like NRC Health. They are great. When I first started working with NRC Health, I had to...
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Service and Support
When we go to NRC Health with questions or requests, we have to go back and remind them sometimes....
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Functionality and Upgrades
The thing we like about NRC Health is that they will send out patient engagement forms to the...
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ROI / Cost
There is some functionality that NRC Health is adding, but they want that to come at an additional...
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Service and Support
NRC Health has good networking opportunities with other organizations. The vendor has those...
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Functionality and Upgrades
We use NRC Health’s online survey regarding people's opinions about hospitals. The vendor also has a...
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Functionality and Upgrades
There are a lot of things about the NRC Health survey that are not that convenient for me. For...
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ROI / Cost
NRC Health's solution is the most cost effective solution I have found for tracking studies.
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Relationship
NRC Health helps us fully resolve problems, and we have regular virtual meetings with our account...
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Other Observations & Comments
I have contact only with our account representative at NRC Health. I also have contact with people...
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Relationship
NRC Health keeps all of their promises eventually. I have a customer success representative who is...
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Functionality and Upgrades
The vendor isn't great about checking their data. We did a study with them where we asked people...
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Lessons Learned
NRC Health is a good product. I would recommend it to a peer or friend depending on their...
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Other Observations & Comments
As more and more services move outside of hospital walls, the vendor really needs to expand their...
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Service and Support
The vendor's customer support people are very responsive. We don't have to wait for days to get a...
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Functionality and Upgrades
NRC Health’s email feedback functionality is pretty easy. However, the phone IVR functionality is...
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Functionality and Upgrades
When I did an analysis for a provider whose scores had changed, I couldn't find out why the scores...
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Service and Support
NRC Health’s consultants won't come on-site. They have made no effort to schedule a time to come in...
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Service and Support
NRC Health approaches patient care by looking for the one foot that fits a one-size glass slipper...
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Implementation and Training
For the most part, I learned the product on my own. It would be nice if NRC Health had a more...
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Relationship
NRC Health is not telling me what they are rolling out. I haven't seen anything that I have...
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Lessons Learned
We haven’t received our money’s worth from the program, but that issue has nothing to do with NRC...
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Future Outlook
I would recommend the solution to a peer in healthcare. It is a good product, and I like working...
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Functionality and Upgrades
For the most part, NRC Health keeps their promises. They are responsive. Their data seems to...
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Implementation and Training
NRC Health’s training is good. I haven't had to do training in a while, but if there is something...
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Other Observations & Comments
NRC Health's product doesn't integrate into our organization's platforms, but I don't necessarily...
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Service and Support
The vendor's support people are extremely responsive and timely. They resolve our issues quickly....
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Relationship
There was some turnover, but now we are in a good place with our account representative.
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Implementation and Training
In previous years, the process of training my staff to be familiar with going into the portal and...
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Service and Support
The vendor has a legacy product that does inpatient reports. That system could stand to be improved...
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Functionality and Upgrades
Interpreting the data and how we use it is often a challenge with consumer insights and data with...
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Future Outlook
I have had NRC Health's product for a long time and have been satisfied with it. I would buy it...
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Relationship
NRC Health's vendor executives are very receptive and responsive. If I have a problem, the support...
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Functionality and Upgrades
I would tell a peer that NRC Health's product is a good product. It is easy to use. When we get our...
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Lessons Learned
We send the surveys out, but we don't get a lot of responses. A lot of our patients don't...
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Implementation and Training
We haven't had anything new from NRC Health regarding training, but I was satisfied with the initial...
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Other Observations & Comments
NRC Health faced a data challenge a while ago where some data was compromised. That was something we...
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Service and Support
The support from NRC Health has been very good. People get back to me, and if I reach out to the...
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Functionality and Upgrades
NRC Health has come a long way in making improvements to the platform. It was good when it started....
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Relationship
We work directly with NRC Health’s team itself. We don't really utilize the vendor's support teams...
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Implementation and Training
NRC Health does a great job of adding new tools that we can utilize, but they don't do the best job...
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Implementation and Training
For new users, knowing where to click in the product is not intuitive because there are different...
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Service and Support
I don't have to work with NRC Health on a daily basis because our data runs fluidly. We interact...
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Functionality and Upgrades
We send out a lot of surveys to folks through NRC Health's solution, and we only get a small...
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Sales and Contracting
NRC Health seems to be doing what they said they would do. They keep us in compliance, and we are...
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Service and Support
The vendor watches things carefully, and they give us a response if we miss something. We have...
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Relationship
The feedback that the vendor gives us is good. NRC Health asks us really good questions. They watch...
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Implementation and Training
During any go-live with NRC Health, the vendor is very detailed when instructing us on how to use...
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Implementation and Training
The training with NRC Health was not as inclusive as it could have been. There are a lot of...
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Functionality and Upgrades
The surveys that our staff completes with NRC Health are over the phone and long, and that causes a...
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Functionality and Upgrades
We had to build a lot of workarounds for NRC Health’s product to work within our organization. I...
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Functionality and Upgrades
We would like to see NRC Health invest in their text analytics software and natural language...
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Relationship
NRC Health really works with us as partners to make sure that our program is not just running...
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Functionality and Upgrades
NRC Health's product is very good, but there are a few misattributions that happen. There is a N/A...
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Functionality and Upgrades
If enough of NRC Health’s partners provide feedback, things can magically change. That is just smart...
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ROI / Cost
NRC Health does not nickel-and-dime us. If we exceed the number of staff we are contracted for, we...
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Lessons Learned
The platform is rigid. We have to conduct the surveys in an outdated fashion. That way is not...
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ROI / Cost
The vendor wanted to increase prices back when COVID-19 started. I was really direct about the fact...
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Functionality and Upgrades
With the NRC Health system, we had bumps and errors from time to time, and there were surveys that...
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Implementation and Training
We needed a very extensive training on a new piece of software that we had to use from NRC Health....
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Service and Support
NRC Health’s support team is always there when I need them. They are always willing to provide the...
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Functionality and Upgrades
If a patient has requested to not to be contacted, they can select that in the first survey. But...
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Service and Support
I am a bit concerned about our NRC Health account managers because they are not as knowledgeable as...
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Implementation and Training
The vendor's implementation team has been up and down. We have had a number of implementation...
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Functionality and Upgrades
With our surveys, most of the comments are collected by AI. And the vendor has a limitation on how...
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Functionality and Upgrades
When the IVR process captures audio, it transcribes the recording, and sometimes there are very...
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Future Outlook
We tried to refine the interface with NRC Health, but their expertise is just not there. There is no...
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Service and Support
We have gone from the web to phone calls. All across the board, NRC Health’s support people speak...
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Functionality and Upgrades
NRC Health will contact the patient via phone, mail, and I believe email if the vendor has...
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ROI / Cost
I am enjoying the feedback that NRC Health gathers from our patients. The feedback is valuable...
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Other Observations & Comments
Our survey questions would be one area that we would look at expanding on. We want to expand our...
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Functionality and Upgrades
NRC Health's platform is a great product that focuses on what the patient's needs are or how the...
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Functionality and Upgrades
NRC Health is difficult for our end users. It takes a lot of training. I don’t think that NRC Health...
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Service and Support
NRC Health is a very large corporation, and I struggle with their use of data. NRC Health’s staff...
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Functionality and Upgrades
We need to compare our organization to similarly sized and like-minded facilities, but NRC Health...
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Relationship
Our relationship with NRC Health is frustrating. They are looking at us through the lens of what...
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Relationship
The platform is absolutely phenomenal. It is probably one of the best platforms we have in our...
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Functionality and Upgrades
The platform is pretty easy to use. We have a survey return rate of over 35%, so I am pretty sure...
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Relationship
NRC Health is a good organization. We have a really strong partnership with the vendor. We help the...
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ROI / Cost
NRC Health is a very cost-effective vendor. The price we pay is not that much compared to some other...
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Lessons Learned
I would tell a colleague who is leading a marketing effort in another organization that there are...
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Implementation and Training
There were a couple of glitches, but overall, the implementation went smoothly when we pulled in new...
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Functionality and Upgrades
One of the reasons we like working with NRC Health is that we get a pretty broad packet of services...
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Functionality and Upgrades
What is great in part about NRC Health’s tool is that it is easy to pull graphs, and then we get all...
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Functionality and Upgrades
NRC Health has a lot of good new technology offerings. I wish we were taking more advantage of some...
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Service and Support
Support is very rarely needed, but when we do need help, we get it. NRC Health does a good job of...
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Functionality and Upgrades
The product is good in terms of the advertising testing. We get a little more qualitative feedback...
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Functionality and Upgrades
We had the initial training on how everything worked. The system is pretty intuitive. There is never...
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Service and Support
We have a few challenges at times; our attempts to get to the right people to support us don't...
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Interfacing and Integration
Integrating actual data for patient market share, inpatient market share, and patient experience...
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Relationship
We usually communicate with the same account management team each time we need assistance, and I...
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Relationship
The vendor's customer service is good. I love NRC Health's people. Those people try their best to...
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Relationship
I want NRC Health to be a little more proactive. There were some nuances with our go-live. I felt...
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ROI / Cost
We have been very happy with the solution as a whole. Going to NRC Health was significantly cost...
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Implementation and Training
NRC Health’s product was an easier implementation than our previous product. I haven't heard any...
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ROI / Cost
The biggest benefit that we have gotten from the system is that we can now see our patients'...
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Other Observations & Comments
The system will do an automated follow-up call for our patients who have been discharged. Those...
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Interfacing and Integration
The system interfaces with our EMR to call our patients the day after they have been discharged. The...
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Win/Loss - Why they were selected (by current clients)
We chose NRC Health because we had worked with them before, and their system was affordable. We...
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Functionality and Upgrades
It is difficult for some of our end users to run HCAHPS reports in the solution because the solution...
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Service and Support
NRC Health's support people are very responsive. When we have specific questions or issues, we have...
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Relationship
The vendor provides best practices for patient satisfaction and tells us about things that we can...
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Relationship
Previously, we had an experienced person on the support team. During a transition, we had somebody...
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Service and Support
Once we have identified something, NRC Health rarely says they can't do that thing. We have had a...
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Technology
We have made a lot of progress with NRC Health becoming more proactive, but I still have to request...
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Functionality and Upgrades
The reporting piece is pretty complicated for our users. We use specialty benchmarks, and there...
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Service and Support
Our response rate is pretty good. We haven't had as much improvement as I wish we would have, but I...
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Functionality and Upgrades
We like some of the flexibilities of NRC Health's system. We like the portal, the real-time results,...
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ROI / Cost
I have never had NRC Health tell me that it will take a certain number of hours of project manager's...
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Win/Loss - Why they were not selected (by non-clients)
I was disappointed with the vendor and how they worked with the Primary Care First program. One of...
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Service and Support
We have analysts on NRC Health's side who I can work with. Through analysis, we discovered that a...
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Relationship
NRC Health has been an incredibly strong partner to us. They want to understand what we are trying...
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Relationship
The vendor could set up a call to share the best practices of other sites. The vendor should talk to...
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Functionality and Upgrades
I don't even know whether NRC Health has an app. I don't have it on my phone. Certainly, anything...
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Future Outlook
We have decided to move to another vendor's solution. I don't think that there was really anything...
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Functionality and Upgrades
The patients that do comment on the ease of use of the system tend to be elderly folks who have...
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Service and Support
I haven't had concerns with the vendor's support people. I believe the one time we reached out, the...
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Functionality and Upgrades
I haven't had any issues with the dashboard and using the information given to me through the...
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Functionality and Upgrades
Vendors need to know their audience and how busy their audience might be. I have numerous...
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Functionality and Upgrades
The platform is not overly difficult to navigate. The left-hand column on the dashboard lists a...
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Other Observations & Comments
Once a patient is discharged from the hospital, the system makes an automated call to follow up with...
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Service and Support
The vendor is very responsive and always very kind and nice. There was an issue at one point, and...
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Functionality and Upgrades
The system is very easy to use and navigate. We never have glitches or problems with the system. NRC...
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Interfacing and Integration
We can export data, but there isn't an easy way to integrate other systems with NRC Health's system....
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Functionality and Upgrades
The product is web based and in the cloud, but it is complicated. It takes some training to use.
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ROI / Cost
The system gives us good value for our money. It is a solid product. It doesn't have a lot of...
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Relationship
We liked that NRC Health has a feedback module that allows the user to streamline how they address...
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ROI / Cost
We needed better capture of our patients' voices, shorter surveys, and more nimbleness; NRC Health...
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Future Outlook
NRC Health needs to keep growing. We have relationships with independents that are not our entities,...
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Service and Support
I consider NRC Health to be a partner rather than just a vendor. I don’t have a big analytical staff...
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Service and Support
The only downside to the vendor’s support is that the support team has had a lot of turnover....
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Functionality and Upgrades
The vendor is good at designing surveys to help us get decent response rates. The reports don’t...
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Other Observations & Comments
The vendor’s executives haven’t been involved since I started at this organization. We usually work...
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Functionality and Upgrades
The tool has a lot of information. I can't always remember where to get certain pieces of...
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Functionality and Upgrades
The system's syndicate data is useful for us. The vendor issues a survey around our primary and...
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Functionality and Upgrades
The system is really easy to use. The vendor gives us user authentication when we log in, and the...
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Service and Support
The vendor's support teams are really easy to get ahold of. They are always bringing up new modules...
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Relationship
NRC Health keeps all their promises. I haven’t heard bad things about NRC Health.
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Functionality and Upgrades
The solution's ease of use for patients is very good. The patients just get the surveys from our...
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Functionality and Upgrades
The solution provides a good patient experience, but not a perfect one. We deploy electronic surveys...
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Future Outlook
When we bought this solution, we wanted to have it for several years. We won't explore other...
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Relationship
When the vendor does upgrades or launches a new product, it would be helpful if they could give us...
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Functionality and Upgrades
We would like to be able to get a little more text feedback from patients instead of purely just...
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ROI / Cost
Relative to what we were using before for HCAHPS, we have probably seen a tenfold number of...
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Technology
NRC Health is solid to work with. It has been a good product. It is a pretty straightforward...
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Implementation and Training
The vendor offers detailed training for their sophisticated reporting capabilities. That is nice for...
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Win/Loss - Why they were selected (by current clients)
We chose NRC Health because it had the HCAHPS embedded for the inpatient in the same product, and...
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Implementation and Training
The vendor could have oriented the department leadership to the product’s interface a bit better. We...
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Functionality and Upgrades
The system dashboard should be more apparent when we open up the product. I don’t like the feel of...
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Functionality and Upgrades
There is a screen when a user opens up the product that is just a line graph. It is a very...
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Functionality and Upgrades
We use the product as a tool to measure overall patient satisfaction, and we use it for service...
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