NRC Health Commentary
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Relationship, Operations
NRC Health has been amazing. They walk us through things step by step, and they help us when we have...
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Operations
The implementation of our real-time, live outpatient feedback with NRC Health went well. I'm...
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Product
With NRC Health's IVR surveying, the surveys sometimes take a really long time. And sometimes, a...
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Relationship
During our integration of NRC Health, we struggled a little to have clear outcomes in terms of who...
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Product
I would like NRC Health to come up with how we can increase our representation and our survey...
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Relationship
NRC Health has way more people to talk to than other vendors. I have a really good contact.
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Culture
NRC Health overpromised and underdelivered on comparison groups. They measured some things that were...
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Product
The product has been seamless since we did some work with the vendor. The exchanges that are needed...
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Relationship, Product, Value
NRC Health's real-time feedback has been great. It has given us quick access to our patients'...
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Culture, Value
I have found NRC Health to be competitive when it comes to their pricing, and they are easy to work...
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Product
I would like to see NRC Health improve their phone survey system. Some of our older populations are...
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Relationship, Operations, Product
The website could be a little more user friendly. I was a little frustrated when the product...
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Operations
To improve the implementation experience, a live person to talk to and help us through things would...
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Relationship
We regularly touch base with NRC Health to talk strategy. They talk about their new offerings and...
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Operations
NRC Health has come on-site several times to do training for our practices and practice managers....
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Relationship
NRC Health has been patient with us.
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Relationship
NRC Health is great at listening to their customers. I have been invited to participate in a forum...
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Relationship
NRC Health keeps all promises. We have been happy with their service. I have been using a person who...
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Relationship
NRC Health excels at customer service. They have been collaborative with us, helping to host...
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Relationship, Value
I have been extremely pleased with the product and with NRC Health's level of service, follow-up,...
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Relationship
We have had a satisfactory experience with NRC Health. We really appreciate how quickly the vendor...
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Product, Value
The biggest benefit that we have seen from NRC Health has been understanding what might have...
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Relationship
NRC Health is responsive to our needs and questions. They have had some turnover with our main...
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Relationship
Recently, our contact with NRC Health left, and they were the person we reached out to with any kind...
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Product
The product offers a lot of on-demand reports. A ton of them are available and measure different...
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Relationship, Product
Some of the feedback that we have received from patients has gone a long way in terms of us trying...
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Product
In terms of all the people that I have worked with, provided reports for, and trained on NRC Health,...
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Operations
Initial training with NRC Health was fine. We haven't really had much of a use for any ongoing...
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Operations, Product
If people are experienced with the system, they understand it, but for any new employee, the system...
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Loyalty
We selected NRC Health because they offered more timely data than our previous vendor. The solution...
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Relationship, Product
NRC Health remains consistent, and from year to year, I don't have to learn something new. It is...
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Loyalty
We don't rely too heavily on NRC Health right now. Our census is so low that it is not like we have...
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Relationship
NRC Health is great at listening. They are great at taking our feedback and putting that into...
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Product
NRC Health is lagging a little with what they can provide for HCAHPS in terms of a report that gets...
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Relationship, Operations, Product
We have had some issues with not being kept up-to-date on certain issues that have come around. With...
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Operations
NRC Health provides great training in terms of best practices and things like that. In terms of best...
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Operations
The training is lacking in terms of working within the database. When NRC Health comes out with new...
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Relationship
NRC Health is great at listening. They are great at taking our feedback and putting that into...
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Product
NRC Health is lagging a little with what they can provide for HCAHPS in terms of a report that gets...
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Relationship, Operations, Product
We have had some issues with not being kept up-to-date on certain issues that have come around. With...
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Operations
NRC Health provides great training in terms of best practices and things like that. In terms of best...
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Operations
The training is lacking in terms of working within the database. When NRC Health comes out with new...
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Product
We do thousands of patient surveys a month, and we get a handful every month where patients miskey...
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Relationship
In the past, other vendors would analyze our unique survey responses by clinic or by specialty, and...
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Relationship
We have standing phone calls with NRC Health, and we deal with issues. The vendor is very responsive...
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Relationship
We had to request new staff members to interact with at NRC Health because we had one person who...
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Culture, Value
We don't receive extra charges from NRC Health. In fact, there have been times when we have gone a...
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Loyalty, Relationship
NRC Health has a great team that we work with. That team is very responsive. The system is really...
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Loyalty, Relationship
NRC Health has been very supportive. They have done a good job, and we have started to see...
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Loyalty
NRC Health isn't real time with HCAHPS. I understand why, but that makes it difficult for us to show...
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Product
We like the system's mixed modules and text modality with emails.
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Relationship
I loved our previous vendor; they would do everything I asked them to do. I assumed NRC Health would...
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Relationship, Operations
When we did a transition with one of our other solutions, we had set deadlines to set things up with...
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Value
NRC Health is ahead of the game on a lot of things. We have had some increases in our Net Promoter...
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Product
It is difficult for end users to set up their own subscriptions for data in the product, and it is...
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Relationship
The vendor’s communication about what they are doing and what we have talked about is excellent....
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Relationship, Operations
When we needed more assistance at the beginning and we were onboarding, NRC Health met our needs. We...
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Relationship
I loved our previous vendor; they would do everything I asked them to do. I assumed NRC Health would...
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Relationship, Operations
When we did a transition with one of our other solutions, we had set deadlines to set things up with...
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Value
NRC Health is ahead of the game on a lot of things. We have had some increases in our Net Promoter...
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Relationship
The vendor’s communication about what they are doing and what we have talked about is excellent....
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Relationship, Operations
When we needed more assistance at the beginning and we were onboarding, NRC Health met our needs. We...
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Product
It is difficult for end users to set up their own subscriptions for data in the product, and it is...
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Relationship
NRC Health's system meets our regulatory requirements, but we have yet to recognize their...
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Relationship
NRC Health's support isn't up to the same standard as our other vendors' support. It can be a little...
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Relationship, Product
Since last year, the vendor has gotten a lot better, but there are still things that I find...
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Value
My boss feels that NRC Health is worthless. If my boss could, they would get rid of the solution....
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Relationship
NRC Health doesn’t do a great job of getting customer feedback on how they can improve their...
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Relationship
We have had several NRC Health representatives in the last few years. It is difficult to have to get...
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Relationship
The vendor is not very proactive or up front about certain things. We just upgraded our EHR, and...
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Operations, Product
No one is using the product at our organization, and I think that is due to a weakness of NRC...
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Relationship
The vendor’s support people are available. They ask the questions and do the research. They are...
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Culture, Relationship
Our NRC Health representative does a good job. When we have questions, they tell us they will...
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Relationship
The vendor’s survey questions are not perfect. When we ask Siri a question, we get a general...
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Relationship
For the usage piece, I get the things I need. NRC Health is responsive. They are concerned and want...
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Loyalty, Relationship
NRC Health is making strides, and I think they are working to keep promises. Last year, I would...
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Operations
For training, NRC Health sends out information and detailed instructions, but in the end, learning...
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Product
The product does what it is intended to do, and it gives the providers breakdowns of things....
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Loyalty, Relationship
I have seen improvement from NRC Health in the last year. They have worked on setting some stuff up...
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Product
The product has a lot of good reports, but sometimes if we are not using a report frequently, we...
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Product
Taking the vendor’s patient survey is pretty easy, and I think the phone survey has cut down on a...
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Product
It is easy for the patient to make comments on the patient survey. The issue comes when NRC Health...
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Relationship
We have had several NRC Health representatives in the last few years. It is difficult to have to get...
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Relationship
The vendor is not very proactive or up front about certain things. We just upgraded our EHR, and...
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Operations
For training, NRC Health sends out information and detailed instructions, but in the end, learning...
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Product
The product does what it is intended to do, and it gives the providers breakdowns of things....
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Loyalty, Relationship
I have seen improvement from NRC Health in the last year. They have worked on setting some stuff up...
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Operations, Product
No one is using the product at our organization, and I think that is due to a weakness of NRC...
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Relationship
The vendor’s support people are available. They ask the questions and do the research. They are...
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Culture, Relationship
Our NRC Health representative does a good job. When we have questions, they tell us they will...
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Relationship
The vendor’s survey questions are not perfect. When we ask Siri a question, we get a general...
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Relationship
For the usage piece, I get the things I need. NRC Health is responsive. They are concerned and want...
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Relationship
NRC Health doesn’t do a great job of getting customer feedback on how they can improve their...
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Product
The product has a lot of good reports, but sometimes if we are not using a report frequently, we...
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Product
Taking the vendor’s patient survey is pretty easy, and I think the phone survey has cut down on a...
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Product
It is easy for the patient to make comments on the patient survey. The issue comes when NRC Health...
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Value
My boss feels that NRC Health is worthless. If my boss could, they would get rid of the solution....
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Relationship, Product
Since last year, the vendor has gotten a lot better, but there are still things that I find...
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Loyalty, Relationship
NRC Health is making strides, and I think they are working to keep promises. Last year, I would...
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Relationship
NRC Health is responsive to our requests.
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Operations
NRC Health changes implementation managers fairly quickly. Also, I know NRC Health will have some...
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Operations
During our original implementation, particularly from the real-time perspective, the individual from...
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Culture
I would tell a friend to give NRC Health a fair evaluation, look at the product, look at the star...
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Relationship
NRC Health is responsive to our requests.
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Operations
NRC Health changes implementation managers fairly quickly. Also, I know NRC Health will have some...
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Operations
During our original implementation, particularly from the real-time perspective, the individual from...
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Culture
I would tell a friend to give NRC Health a fair evaluation, look at the product, look at the star...
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Relationship, Product
NRC Health has been a good product. We have an older patient population, and they are...
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Operations
We continue to put more of our facilities on NRC Health. It is the easiest implementation I have...
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Relationship
NRC Health has been the easiest, best vendor I have ever worked with. If we ever have a problem,...
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Culture, Value
As we have added other facilities, NRC Health has charged us, but that is their pricing model and...
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Operations, Product
NRC Health has to send some patients a paper survey, but other patients can get an email or text...
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Loyalty, Value
NRC Health's system is a lot more expensive than other vendors' systems, but NRC Health's system...
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Loyalty, Relationship
We ask NRC Health for a lot, and they constantly help us with our requests. If the vendor's...
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Loyalty, Relationship
Everything comes down to good vendor relationships that are both interpersonal and technical. That...
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Loyalty, Relationship
In the years that I have dealt with NRC Health, they have been very good to work with. There are a...
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Product
NRC Health is very user friendly. Mining data is not my forte, but if I can sort through and...
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Relationship, Product
We have a very large population that is non-English speaking, so language is huge for us. Even...
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Product
It doesn't matter what survey company we use, oftentimes, patients are not necessarily the ones...
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Loyalty, Product
NRC Health is working to upgrade to real-time analytics, but there are still elements that I have to...
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Relationship
If NRC Health sees there is an issue receiving files, then they will proactively reach out. But for...
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Operations
NRC Health is easy to work with. The product is pretty straightforward. Not a lot of training is...
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Relationship
NRC Health is pretty responsive when we ask them questions or put in requests for things. The vendor...
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Relationship, Relationship
NRC Health is thorough in their work, but sometimes I would like things to move faster. They produce...
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Value, Value
There are other departments than ours that use the NRC Health platform at our organization. I would...
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Product, Product
Some of the dashboards are a little clunky; there could be some user-experience improvements there....
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Relationship, Relationship
On our calls with NRC Health, they mentioned monthly highlights that had been going on for months,...
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Relationship, Relationship, Value, Value
NRC Health uses IVR for our patient population, and it is great. They answer their telephone, and...
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Relationship, Relationship
Over the years, NRC Health has improved their client relationship. We have a success manager for our...
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Culture, Culture, Value, Value
One of the reasons why we are working with NRC Health is that we have a set dollar amount in our...
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Loyalty, Loyalty, Product, Product
NRC Health is always transforming their platform and is interested in innovation; we are happy with...
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Relationship
The NRC Health surveys can be long, and that can be frustrating for patients. Part of that might be...
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Relationship
I don't know whether the vendor has web support. I have never needed web support from them because I...
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Loyalty, Relationship
NRC Health is big, and we are going through a lot of changes, so I am not sure they will be able to...
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Product
NRC Health offers a lot of different ways for patients to fill out surveys. Patients have access to...
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Relationship
The support person I work with is always very responsive via email when I have questions. I call...
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Relationship
I don't know who NRC Health’s executives are, so we haven't had hardly any contact. We probably have...
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Product, Value
In terms of being a mechanism to get patient feedback, the product does what we expect it to do....
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Operations, Value
The vendor is available to do training for us without extra costs. They are routinely in contact...
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Product, Value
We offer electronic surveys both via text and email, and it is easy for patients to participate. We...
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Product
In terms of integration for NRC Health, we were able to put all of our locations on one platform,...
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Relationship, Value
NRC Health has been a wonderful partner that has helped us to transform our approach to patient...
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Loyalty
The primary reason we contracted with NRC Health was to gain benchmarking data so we could learn how...
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Relationship
We love the responsive support team. The vendor has an excellent system with customer project...
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Product
We are frustrated that NRC Health’s real-time platform doesn't communicate with their Transparency...
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Loyalty, Relationship
NRC Health is proactive in the sense that they send updates and alerts. I send questions to our...
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Loyalty
NRC Health is better than Press Ganey, but I think NRC Health's competitor Qualtrics is definitely...
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Product
NRC Health’s reporting capabilities for regulated surveys are subpar. Also, the product's ability to...
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Relationship, Product
There are enhancements that NRC Health thinks they can make, but the vendor just doesn't do them...
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Operations
NRC Health’s implementation team and trainers are really professional and good. The vendor's people...
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Relationship
NRC Health’s executives have conversations with us, but nothing happens with the things that we need....
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Relationship
NRC Health's product does a great job. I would recommend it to any other hospital system. I would...
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Product
I have used other patient survey tools in the past, and those were much easier to use than NRC...
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Product
NRC Health interfaces with our electronic medical record effectively.
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Relationship, Product
There are occasionally times when things are late, there are issues with the surveying, or the...
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Product
The NRC Health product is a solid option. It is a good product. It does what we expect. NRC Health...
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Product
There are some things about the user interface that are not ideal. In certain views when we are...
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Operations, Product
The product could have some more customizability around how to export information. It seems like the...
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Product
There is a bit of a gap in terms of the product meeting our needs because there are certain times...
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Relationship
I don't reach out to the vendor’s standardized support phone numbers; I just go to our account...
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Relationship
Most of the time when I reach out to the vendor with an issue, I reach out through email, and I get...
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Product
I pull reports from NRC Health, and the tool automatically emails the reports to our management team...
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Product
When I go into the comment detail section and go back out, I would like to go back exactly where I...
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Relationship
We have the opportunity to do all sorts of custom research with NRC Health, and we have done a lot....
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Culture, Product
NRC Health's system works as promoted, but it doesn't work how everyone wants it to because each...
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Relationship
NRC Health is excellent at providing proactive service. Generally, NRC Health's support is good....
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Relationship
NRC Health has great service alerts, but another vendor allows me to respond to the service alerts...
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Relationship
NRC Health supports our integration and interoperability goals, but we do not take advantage of...
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Loyalty
NRC Health is part of our long-term plans; however, it is a political hot potato. We use another...
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Product
We have heard absolutely no complaints from patients about responding to surveys. Doing so is...
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Relationship, Product
Everything the vendor delivers meets our needs. There are things we have discussed with NRC Health,...
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Relationship, Product
We would like the vendor to meet our texting need better. The issue is with NRC Health as well as...
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Relationship
I usually know before NRC Health that there is an issue.
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Value
I wish we had faster return rates from NRC Health as well as updated data and things like that.
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Product
A limitation we see while using NRC Health's platform is that there is not a way to drill down into...
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Relationship
I appreciate that the vendor is very forthcoming and honest when an error occurs. NRC Health doesn’t...
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Product
I am a bit surprised by the manual nature of the product’s survey administration process. At times,...
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Relationship
Everyone that works for NRC Health in customer service is just top notch. For instance, prior to...
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Operations
Training with NRC Health is constantly available, and anytime I have had a new representative come...
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Product
The way that NRC Health’s websites or portals are designed is just very clear cut; it is almost like...
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Product
We have to break our data down to race, sex, and other things, and we push that data to NRC Health...
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Relationship
NRC Health does a really good job for us. I like the reports. We don't have to reach out to the...
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Operations
There is a lot more to what NRC Health has to offer than we utilize, so the vendor could promote...
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Relationship, Value
One of the things I love about NRC Health is that they have done so many custom reports for us, and...
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Loyalty, Product
When we go to make changes to our surveying piece, we have to pause the outreach of our surveys. The...
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Product
NRC Health is a very intuitive platform. Most of our users don't have challenges. However, the...
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Relationship, Product
NRC Health is very good at working with our IT people to make it easy to interface the product with...
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Product
NRC Health has to follow the rules of CMS, but the system is good. We get complaints from the...
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Culture, Relationship
I would like NRC Health to reach out and tell me what they are offering so that I don't have to...
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Product
The big gap for us in NRC Health's product is the natural language processing capability. A lot of...
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Relationship
NRC Health is aware of the opportunities that they have in the AI space, and they have always been...
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Relationship
NRC Health is continually cranking out things. I have been very pleased with their enhancements....
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Culture, Relationship
I would tell a peer that NRC Health has an amazing support team. The responsiveness of their account...
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Relationship
NRC Health is very customer driven, and there is a very high level of engagement from all levels of...
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Product
NRC Health's system helps us develop our high-level brand KPIs. The information about where we stand...
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Relationship
We have a lot of trust in the team on the NRC Health side. They have always been incredibly...
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Operations, Product
The user interface of the online platform could be easier to use. It is hard to find information....
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Relationship
NRC Health is delivering well in the sheer volume of areas they report on. Over the last couple of...
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Relationship
The biggest thing I would tell others is that NRC Health’s customer service is excellent. Throughout...
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Relationship
Our customer success manager, our strategy manager, and our on-demand manager have all been amazing....
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Relationship
Our customer success manager is empowered to do their job, but I would appreciate more executive involvement....
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Product
To use the tool, people go in and pull the data that they need to pull, but the tool doesn't allow...
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Relationship
I like that the product is online and that the vendor is continually working to improve it. It is...
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Loyalty, Product
The best function that NRC Health has is the real-time patient experience feedback piece. We get...
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Product
Ease of use for patients can never be perfect; the ease of use is good with NRC Health, but it could...
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Loyalty
There is a piece that I wish I could utilize NRC Health for, but I have to go to an outside vendor....
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Relationship
The number-one thing we like about NRC Health is the service. We were lacking that with other...
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Operations
The communication from NRC Health could be better during the implementation. We were finding out...
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Culture, Relationship
If I were trying to reach someone at NRC Health and they were gone, I wouldn't know because the...
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Product, Value
NRC Health's benchmarking data is lacking. We can't run anything ourselves against facilities our...
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Relationship, Operations
NRC Health has some good resources on their website, and it is pretty easy to use. It is easy to...
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Relationship
Our representative from NRC Health is really responsive and prompt.
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Product
The data in NRC Health is not very rich. Our survey has a small number of questions including the...
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Product
The system's navigation is flawed on its back end. The solution is very cumbersome for managers. Its...
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Operations
The person who initially implemented NRC Health for us was receptive. They did a good job during our...
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Product
It is nice that patients can speak their answers to the survey or the questions with NRC Health's...
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Operations
There wasn't any initial training with NRC Health. I had to learn it myself.
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Product
NRC Health's solution is very easy to use. It is very intuitive. It gives us the phone number. We...
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Relationship
If there are any issues, I have to reach out to NRC Health, and it is sometimes difficult to get an...
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Relationship
NRC Health tries to communicate with us constantly, and they tell us of potential problems.
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Relationship
It would be nice if NRC Health could start looking forward because not everybody answers phone...
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Operations, Product
There were a lot of steps that we had to do on the back end to make things work because our...
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Relationship
Our patients do not like that the product works through a phone call or email. A lot of them think...
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Loyalty, Product
NRC Health's system has been a good resource for us. We use the system for HCAHPS and are also...
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Relationship
I have had no problems with NRC Health’s support. The vendor is very approachable and happy to...
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Relationship, Product
Previously, I was able to generate reports with the vendor’s dashboard system. But the dashboard had...
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Operations
There has been no training from the vendor. And when we used to get issues and had questions, the...
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Relationship
The product is working. The vendor is sending out our HCAHPS, and they are getting the results back....
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Relationship
NRC Health has some good people, and if I have a problem, they try to solve it.
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Product
We are very happy with NRC Health. They have some great online systems that are really beneficial to...
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Relationship, Product
On the negative side, NRC Health’s IT processing can be tough to deal with. With our previous...
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Operations
NRC Health has new features that are shared on their dashboard, but we have recently gone through...
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Operations
The vendor’s representative should have talked to us about training more. That was a missed...
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Product
The portal that we log in to is done very well. It provides updates about new features, but the...
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Product
The vendor comes through with what they say in the end. We are able to survey our patients on a near...
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Product
On the patient’s end, each question comes through on its own screen. So when there are multiple...
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Relationship
We have had some instances where the vendor has not met their timelines. The vendor can improve on...
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Relationship
NRC Health is continually evolving, and they have really leveraged us as a partner. They seek our...
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Relationship
I speak with one of the executives of NRC Health on a regular basis. The vendor’s service is...
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Product
I love that the NRC Health product is a two-pronged tool for me. The first part is the national...
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Relationship
NRC Health is a very good partner. The person that I have a relationship with there is truly a...
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