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NRC Health
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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Patient Experience Improvement 2021: Increased Consumerism Driving Need for Customized, Real-Time Feedback
Patient Experience Improvement 2021:
Increased Consumerism Driving Need for Customized, Real-Time Feedback
December 2021
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User Commentary

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Director

Other Observations & Comments

For the forecasted overall satisfaction, things are changing too quickly in healthcare. The question...

Jan 2023
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Director

Functionality and Upgrades

For NRC Health, we utilize metrics and various aspects of the tool. The only negative and...

Jan 2023
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Director

Functionality and Upgrades

The vendor provides new technology by providing new modules and research on a regular basis. We like...

Jan 2023
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Director

Service and Support

The vendor has been very responsive to us. We have had a couple of account executives. They are not...

Jan 2023
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Director

Relationship

We have really good communication with NRC Health. We meet recurringly with our team, and they are...

Jan 2023
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Director

Functionality and Upgrades

Some of the issue with NRC Health is survey length, which we have a part in to try to get those...

Jan 2023
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Director

Functionality and Upgrades

For the functionality that NRC Health's software has, it is user friendly and intuitive. People are...

Jan 2023
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Director

Functionality and Upgrades

There has definitely been some reporting functionality that we would love to see that NRC Health...

Jan 2023
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Director

Implementation and Training

It is not like ongoing training is baked in, but if we request it, NRC Health is willing to work...

Jan 2023
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Director

Interfacing and Integration

We have been able to work really seamlessly with our EHR to integrate with NRC Health, so things are...

Jan 2023
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Director

Service and Support

NRC Health is super easy for patients to use. The product is customizable, and the vendor is open to...

Jan 2023
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Director

Functionality and Upgrades

Some parts of NRC Health are not as intuitive as parts of another product we use. The vendor could...

Jan 2023
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Director

Relationship

NRC Health has kept their promises, and the vendor’s continuity of staff has gone along with that....

Jan 2023
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Director

Implementation and Training

NRC Health should have a little more knowledge of some of the science behind the methodology. I...

Jan 2023
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COO

Functionality and Upgrades

NRC Health upgrades the product here and there; it is at the top of its game. The functionality is...

Dec 2022
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COO

Service and Support

NRC Health calls me on a regular basis to ask what is going on. The vendor is very involved and has...

Dec 2022
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Director

Service and Support

NRC Health has been very fair with their charges. We have regular meetings with the vendor, and I...

Dec 2022
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Director

Other Observations & Comments

On the real-time dashboard, NRC Health's system has a separate report section that is like a beta...

Dec 2022
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Director

Other Observations & Comments

I would mention NRC Health to others, but I am not sure that NRC Health's product is considered top...

Dec 2022
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Director

Implementation and Training

NRC Health does a really good job with the education that they provide on how to deal with patients...

Dec 2022
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Director

Relationship

I haven’t been very satisfied with the fact that our project manager from NRC Health changes...

Dec 2022
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Director

Functionality and Upgrades

NRC Health should make sure that training is available and that the process is there. The solution...

Dec 2022
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Director

Functionality and Upgrades

Overall, NRC Health's platform is a versatile tool that allows for a robust amount of customization...

Dec 2022
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Director

Functionality and Upgrades

Some aspects of NRC Health don’t allow for much flexibility. There is a difference between the...

Dec 2022
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Director

Functionality and Upgrades

We have an ongoing request for the ability to benchmark accounts to comparable services. NRC Health...

Dec 2022
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Director

Other Observations & Comments

Occasionally, our patients have some issues when they get calls from NRC Health.

Dec 2022
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Director

ROI / Cost

The first step of connecting back with a patient is done by NRC Health. That frees up our staff's...

Dec 2022
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Director

Functionality and Upgrades

It would be helpful if NRC Health were able to customize some of the different service line calls....

Dec 2022
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Director

ROI / Cost

We are using another vendor along with NRC Health because NRC Health charges too much for certain...

Nov 2022
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Director

Implementation and Training

NRC Health’s training was poor. The individual in charge of our account didn't seem to have things...

Nov 2022
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Director

Relationship

NRC Health has responsive personnel. They have a full staff with a liaison, staff members, and...

Nov 2022
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Director

Lessons Learned

It would be helpful for clients to outline what they expect to achieve from a relationship with NRC...

Nov 2022
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Director

Relationship

We depend on NRC Health to tell us the best solutions based on our scores and demographics and the...

Nov 2022
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Manager

Relationship

We are extremely satisfied with the executive involvement; NRC Health is great at that. NRC Health...

Nov 2022
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Manager

Relationship

We are working on getting a project going, and NRC Health has been really good. We have been...

Nov 2022
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Manager

Implementation and Training

The implementation services were really good and smooth. We have regular meetings with the vendor....

Nov 2022
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Manager

Service and Support

NRC Health is always looking for ways to improve, so they roll out new support. They just added...

Nov 2022
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Manager

Functionality and Upgrades

The NRC Health product is very easy to use. It is simple, but it is data. And when working with...

Nov 2022
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Manager

Sales and Contracting

The vendor seems on par with my experience with sales and other software. When we are purchasing...

Nov 2022
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Manager

Functionality and Upgrades

NRC Health's product was really built for hospitals. We used the product working in our specialty...

Nov 2022
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Manager

Relationship

NRC Health does take the lead on being proactive, but not to the level that we would like to see. If...

Nov 2022
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Manager

ROI / Cost

I never want to pay what I need to pay for things, but NRC Health is reasonable and on par with...

Nov 2022
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Manager

ROI / Cost

I am very satisfied. NRC Health does a good job. We brought the product to a new company because I...

Nov 2022
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Manager

Implementation and Training

When I came on, a person from the vendor met with me, and we went through some cool features within...

Nov 2022
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Manager

Functionality and Upgrades

In general, I really do like NRC Health's product. It is easy to use and easy to navigate. There are...

Nov 2022
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Manager

Future Outlook

I feel like NRC Health is finally looking at our issues. For a long time, we would tell them our...

Nov 2022
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Manager

Service and Support

We have been having some issues recently with NRC Health. Coming into this role, I had to learn how...

Nov 2022
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Director

Functionality and Upgrades

One of the product’s benefits is that we can tailor our surveys a little. The vendor suggests some...

Nov 2022
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Director

Functionality and Upgrades

We do real-time surveys, and the patients can answer questions with the keyboards on their phones....

Nov 2022
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Director

Implementation and Training

The vendor provides lots of training materials. We also do networking calls with some of the...

Nov 2022
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Director

Functionality and Upgrades

NRC Health’s basic functionality hasn't changed a ton. The vendor is constantly adding resources and...

Nov 2022
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Director

Service and Support

Occasionally, there are some technical issues or things that appear to not be flowing through...

Nov 2022
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Director

Relationship

When we meet with the vendor, they bring in everybody to meet with us. NRC Health is an excellent...

Nov 2022
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Analyst/Coordinator

Service and Support

If I have questions about finding pieces of information I need on a site, NRC Health tends to...

Nov 2022
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Analyst/Coordinator

Implementation and Training

We had an exceptionally lengthy start-up process, to the point that I began to feel like we were not...

Nov 2022
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Analyst/Coordinator

Sales and Contracting

There was no sales process with NRC Health. We rolled over from the interview, and then there was a...

Nov 2022
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Analyst/Coordinator

Functionality and Upgrades

NRC Health is clunky. Picking out subsets of data, subsets of populations, and different time frames...

Nov 2022
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Analyst/Coordinator

Functionality and Upgrades

NRC Health has begun carrying the most important questions in their surveys. The vendor has stayed...

Nov 2022
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Analyst/Coordinator

ROI / Cost

We are not seeing benefits from NRC Health's product to match the annual fee we pay. We had a lot of...

Nov 2022
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Manager

Relationship

The main product we have been using is geared toward our specialty, and we have been able to survey...

Nov 2022
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Manager

ROI / Cost

We have checked other products, and NRC's product is much less expensive than those. We would not...

Nov 2022
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Manager

Functionality and Upgrades

NRC Health's product works well. We just have to dig through the weeds to find the information that...

Nov 2022
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Manager

Other Observations & Comments

One manager has been really good to work with because we have been able to get in touch with them....

Nov 2022
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Manager

Sales and Contracting

There aren't any hidden costs with NRC Health. With other vendors, if we want to change something,...

Nov 2022
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Manager

ROI / Cost

Since we implemented the product, there has been more provider awareness and more engagement with...

Nov 2022
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Manager

Functionality and Upgrades

There are a few clunky things in NRC Health's product. With the Analyst Corner, the vendor provides...

Nov 2022
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Manager

Service and Support

NRC Health’s support team is very responsive. In terms of assistance, if the support team doesn't...

Nov 2022
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Manager

Other Observations & Comments

We have IVR calls with NRC Health, and some of our patients say that the IVR calls are annoying, but...

Nov 2022
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Manager

Functionality and Upgrades

The NRC Health platform is not as intimidating as other databases. I have a strong background in...

Nov 2022
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Manager

Other Observations & Comments

NRC Health is good. The product is good, and the vendor is helpful. The biggest issue we have is...

Nov 2022
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Manager

Implementation and Training

When we first joined with NRC Health, we asked for training, and it was fairly short. The basic...

Nov 2022
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Manager

Other Observations & Comments

NRC Health’s support team is great when we call for help with something. The vendor doesn't reach...

Nov 2022
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Manager

Functionality and Upgrades

We get an awful lot of calls from patients who have difficulty with the system. A lot of patients...

Nov 2022
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Manager

Functionality and Upgrades

The system is generally easy to use. However, it is very static. We have a limited number of choices...

Nov 2022
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Manager

Other Observations & Comments

Nothing has changed since we have had the product. We haven't had anything new. We haven't really...

Nov 2022
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Manager

Relationship

I really like NRC Health. They are great. When I first started working with NRC Health, I had to...

Nov 2022
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Manager

Service and Support

When we go to NRC Health with questions or requests, we have to go back and remind them sometimes....

Nov 2022
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Manager

Functionality and Upgrades

The thing we like about NRC Health is that they will send out patient engagement forms to the...

Nov 2022
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Manager

ROI / Cost

There is some functionality that NRC Health is adding, but they want that to come at an additional...

Nov 2022
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Manager

Service and Support

NRC Health has good networking opportunities with other organizations. The vendor has those...

Nov 2022
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Director

Functionality and Upgrades

We use NRC Health’s online survey regarding people's opinions about hospitals. The vendor also has a...

Nov 2022
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Director

Functionality and Upgrades

There are a lot of things about the NRC Health survey that are not that convenient for me. For...

Nov 2022
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Director

ROI / Cost

NRC Health's solution is the most cost effective solution I have found for tracking studies.

Nov 2022
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Director

Relationship

NRC Health helps us fully resolve problems, and we have regular virtual meetings with our account...

Nov 2022
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Director

Other Observations & Comments

I have contact only with our account representative at NRC Health. I also have contact with people...

Nov 2022
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Manager

Relationship

NRC Health keeps all of their promises eventually. I have a customer success representative who is...

Nov 2022
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Manager

Functionality and Upgrades

The vendor isn't great about checking their data. We did a study with them where we asked people...

Nov 2022
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Manager

Lessons Learned

NRC Health is a good product. I would recommend it to a peer or friend depending on their...

Nov 2022
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Manager

Other Observations & Comments

As more and more services move outside of hospital walls, the vendor really needs to expand their...

Nov 2022
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Manager

Service and Support

The vendor's customer support people are very responsive. We don't have to wait for days to get a...

Nov 2022
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Director

Functionality and Upgrades

NRC Health’s email feedback functionality is pretty easy. However, the phone IVR functionality is...

Nov 2022
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Director

Functionality and Upgrades

When I did an analysis for a provider whose scores had changed, I couldn't find out why the scores...

Nov 2022
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Director

Service and Support

NRC Health’s consultants won't come on-site. They have made no effort to schedule a time to come in...

Nov 2022
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Director

Service and Support

NRC Health approaches patient care by looking for the one foot that fits a one-size glass slipper...

Nov 2022
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Director

Implementation and Training

For the most part, I learned the product on my own. It would be nice if NRC Health had a more...

Nov 2022
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Director

Relationship

NRC Health is not telling me what they are rolling out. I haven't seen anything that I have...

Nov 2022
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Director

Lessons Learned

We haven’t received our money’s worth from the program, but that issue has nothing to do with NRC...

Nov 2022
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Director

Future Outlook

I would recommend the solution to a peer in healthcare. It is a good product, and I like working...

Nov 2022
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(0)
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Director

Functionality and Upgrades

For the most part, NRC Health keeps their promises. They are responsive. Their data seems to...

Nov 2022
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(0)
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Director

Implementation and Training

NRC Health’s training is good. I haven't had to do training in a while, but if there is something...

Nov 2022
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(0)
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Director

Other Observations & Comments

NRC Health's product doesn't integrate into our organization's platforms, but I don't necessarily...

Nov 2022
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(0)
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Director

Service and Support

The vendor's support people are extremely responsive and timely. They resolve our issues quickly....

Nov 2022
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Director

Relationship

There was some turnover, but now we are in a good place with our account representative.

Nov 2022
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Director

Implementation and Training

In previous years, the process of training my staff to be familiar with going into the portal and...

Nov 2022
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Director

Service and Support

The vendor has a legacy product that does inpatient reports. That system could stand to be improved...

Nov 2022
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Director

Functionality and Upgrades

Interpreting the data and how we use it is often a challenge with consumer insights and data with...

Nov 2022
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VP/Other Executive

Future Outlook

I have had NRC Health's product for a long time and have been satisfied with it. I would buy it...

Nov 2022
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VP/Other Executive

Relationship

NRC Health's vendor executives are very receptive and responsive. If I have a problem, the support...

Nov 2022
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VP/Other Executive

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...

Nov 2022
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VP/Other Executive

Lessons Learned

We send the surveys out, but we don't get a lot of responses. A lot of our patients don't...

Nov 2022
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Analyst/Coordinator

Implementation and Training

We haven't had anything new from NRC Health regarding training, but I was satisfied with the initial...

Nov 2022
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Analyst/Coordinator

Other Observations & Comments

NRC Health faced a data challenge a while ago where some data was compromised. That was something we...

Nov 2022
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Analyst/Coordinator

Service and Support

The support from NRC Health has been very good. People get back to me, and if I reach out to the...

Nov 2022
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Analyst/Coordinator

Functionality and Upgrades

NRC Health has come a long way in making improvements to the platform. It was good when it started....

Nov 2022
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Analyst/Coordinator

Relationship

We work directly with NRC Health’s team itself. We don't really utilize the vendor's support teams...

Nov 2022
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Analyst/Coordinator

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...

Nov 2022
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Analyst/Coordinator

Implementation and Training

For new users, knowing where to click in the product is not intuitive because there are different...

Nov 2022
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Analyst/Coordinator

Service and Support

I don't have to work with NRC Health on a daily basis because our data runs fluidly. We interact...

Nov 2022
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Analyst/Coordinator

Functionality and Upgrades

We send out a lot of surveys to folks through NRC Health's solution, and we only get a small...

Nov 2022
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Analyst/Coordinator

Sales and Contracting

NRC Health seems to be doing what they said they would do. They keep us in compliance, and we are...

Oct 2022
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Analyst/Coordinator

Service and Support

The vendor watches things carefully, and they give us a response if we miss something. We have...

Oct 2022
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Analyst/Coordinator

Relationship

The feedback that the vendor gives us is good. NRC Health asks us really good questions. They watch...

Oct 2022
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Director

Implementation and Training

During any go-live with NRC Health, the vendor is very detailed when instructing us on how to use...

Oct 2022
||
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Director

Implementation and Training

The training with NRC Health was not as inclusive as it could have been. There are a lot of...

Oct 2022
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Director

Functionality and Upgrades

The surveys that our staff completes with NRC Health are over the phone and long, and that causes a...

Oct 2022
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Director

Functionality and Upgrades

We had to build a lot of workarounds for NRC Health’s product to work within our organization. I...

Oct 2022
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Director

Functionality and Upgrades

We would like to see NRC Health invest in their text analytics software and natural language...

Oct 2022
||
(0)
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Director

Relationship

NRC Health really works with us as partners to make sure that our program is not just running...

Oct 2022
||
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Analyst/Coordinator

Functionality and Upgrades

NRC Health's product is very good, but there are a few misattributions that happen. There is a N/A...

Oct 2022
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Analyst/Coordinator

Functionality and Upgrades

If enough of NRC Health’s partners provide feedback, things can magically change. That is just smart...

Oct 2022
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Analyst/Coordinator

ROI / Cost

NRC Health does not nickel-and-dime us. If we exceed the number of staff we are contracted for, we...

Oct 2022
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VP/Other Executive

Lessons Learned

The platform is rigid. We have to conduct the surveys in an outdated fashion. That way is not...

Oct 2022
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VP/Other Executive

ROI / Cost

The vendor wanted to increase prices back when COVID-19 started. I was really direct about the fact...

Oct 2022
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(0)
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VP/Other Executive

Functionality and Upgrades

With the NRC Health system, we had bumps and errors from time to time, and there were surveys that...

Oct 2022
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Analyst/Coordinator

Implementation and Training

We needed a very extensive training on a new piece of software that we had to use from NRC Health....

Oct 2022
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Analyst/Coordinator

Service and Support

NRC Health’s support team is always there when I need them. They are always willing to provide the...

Oct 2022
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Director

Functionality and Upgrades

If a patient has requested to not to be contacted, they can select that in the first survey. But...

Oct 2022
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Director

Service and Support

I am a bit concerned about our NRC Health account managers because they are not as knowledgeable as...

Oct 2022
||
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Director

Implementation and Training

The vendor's implementation team has been up and down. We have had a number of implementation...

Oct 2022
||
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Director

Functionality and Upgrades

With our surveys, most of the comments are collected by AI. And the vendor has a limitation on how...

Oct 2022
||
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Director

Functionality and Upgrades

When the IVR process captures audio, it transcribes the recording, and sometimes there are very...

Oct 2022
||
(0)
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CIO

Future Outlook

We tried to refine the interface with NRC Health, but their expertise is just not there. There is no...

Oct 2022
||
(0)
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CIO

Service and Support

We have gone from the web to phone calls. All across the board, NRC Health’s support people speak...

Oct 2022
||
(0)
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CIO

Functionality and Upgrades

NRC Health will contact the patient via phone, mail, and I believe email if the vendor has...

Oct 2022
||
(0)
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CIO

ROI / Cost

I am enjoying the feedback that NRC Health gathers from our patients. The feedback is valuable...

Oct 2022
||
(0)
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CIO

Other Observations & Comments

Our survey questions would be one area that we would look at expanding on. We want to expand our...

Oct 2022
||
(0)
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CIO

Functionality and Upgrades

NRC Health's platform is a great product that focuses on what the patient's needs are or how the...

Oct 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

NRC Health is difficult for our end users. It takes a lot of training. I don’t think that NRC Health...

Oct 2022
||
(0)
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VP/Other Executive

Service and Support

NRC Health is a very large corporation, and I struggle with their use of data. NRC Health’s staff...

Oct 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

We need to compare our organization to similarly sized and like-minded facilities, but NRC Health...

Oct 2022
||
(0)
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VP/Other Executive

Relationship

Our relationship with NRC Health is frustrating. They are looking at us through the lens of what...

Oct 2022
||
(0)
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Manager

Relationship

The platform is absolutely phenomenal. It is probably one of the best platforms we have in our...

Sep 2022
||
(0)
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Manager

Functionality and Upgrades

The platform is pretty easy to use. We have a survey return rate of over 35%, so I am pretty sure...

Sep 2022
||
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Manager

Relationship

NRC Health is a good organization. We have a really strong partnership with the vendor. We help the...

Sep 2022
||
(0)
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VP/Other Executive

ROI / Cost

NRC Health is a very cost-effective vendor. The price we pay is not that much compared to some other...

Sep 2022
||
(0)
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VP/Other Executive

Lessons Learned

I would tell a colleague who is leading a marketing effort in another organization that there are...

Sep 2022
||
(0)
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VP/Other Executive

Implementation and Training

There were a couple of glitches, but overall, the implementation went smoothly when we pulled in new...

Sep 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

One of the reasons we like working with NRC Health is that we get a pretty broad packet of services...

Sep 2022
||
(0)
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VP/Other Executive

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...

Sep 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

NRC Health has a lot of good new technology offerings. I wish we were taking more advantage of some...

Sep 2022
||
(0)
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VP/Other Executive

Service and Support

Support is very rarely needed, but when we do need help, we get it. NRC Health does a good job of...

Sep 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The product is good in terms of the advertising testing. We get a little more qualitative feedback...

Sep 2022
||
(0)
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Director

Functionality and Upgrades

We had the initial training on how everything worked. The system is pretty intuitive. There is never...

Jul 2022
||
(0)
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Director

Service and Support

We have a few challenges at times; our attempts to get to the right people to support us don't...

Jul 2022
||
(0)
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VP/Other Executive

Interfacing and Integration

Integrating actual data for patient market share, inpatient market share, and patient experience...

Jul 2022
||
(0)
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VP/Other Executive

Relationship

We usually communicate with the same account management team each time we need assistance, and I...

Jul 2022
||
(0)
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Analyst/Coordinator

Relationship

The vendor's customer service is good. I love NRC Health's people. Those people try their best to...

Jul 2022
||
(0)
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Analyst/Coordinator

Relationship

I want NRC Health to be a little more proactive. There were some nuances with our go-live. I felt...

Jul 2022
||
(0)
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Analyst/Coordinator

ROI / Cost

We have been very happy with the solution as a whole. Going to NRC Health was significantly cost...

Jul 2022
||
(0)
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Analyst/Coordinator

Implementation and Training

NRC Health’s product was an easier implementation than our previous product. I haven't heard any...

Jul 2022
||
(0)
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VP/Other Executive

ROI / Cost

The biggest benefit that we have gotten from the system is that we can now see our patients'...

Jul 2022
||
(0)
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VP/Other Executive

Other Observations & Comments

The system will do an automated follow-up call for our patients who have been discharged. Those...

Jul 2022
||
(0)
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VP/Other Executive

Interfacing and Integration

The system interfaces with our EMR to call our patients the day after they have been discharged. The...

Jul 2022
||
(0)
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VP/Other Executive

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...

Jul 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

It is difficult for some of our end users to run HCAHPS reports in the solution because the solution...

Jul 2022
||
(0)
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VP/Other Executive

Service and Support

NRC Health's support people are very responsive. When we have specific questions or issues, we have...

Jul 2022
||
(0)
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VP/Other Executive

Relationship

The vendor provides best practices for patient satisfaction and tells us about things that we can...

Jul 2022
||
(0)
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Nurse

Relationship

Previously, we had an experienced person on the support team. During a transition, we had somebody...

Jun 2022
||
(0)
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Nurse

Service and Support

Once we have identified something, NRC Health rarely says they can't do that thing. We have had a...

Jun 2022
||
(0)
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Nurse

Technology

We have made a lot of progress with NRC Health becoming more proactive, but I still have to request...

Jun 2022
||
(0)
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Nurse

Functionality and Upgrades

The reporting piece is pretty complicated for our users. We use specialty benchmarks, and there...

Jun 2022
||
(0)
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Nurse

Service and Support

Our response rate is pretty good. We haven't had as much improvement as I wish we would have, but I...

Jun 2022
||
(0)
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Nurse

Functionality and Upgrades

We like some of the flexibilities of NRC Health's system. We like the portal, the real-time results,...

Jun 2022
||
(0)
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Nurse

ROI / Cost

I have never had NRC Health tell me that it will take a certain number of hours of project manager's...

Jun 2022
||
(0)
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Nurse

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...

Jun 2022
||
(0)
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Nurse

Service and Support

We have analysts on NRC Health's side who I can work with. Through analysis, we discovered that a...

Jun 2022
||
(0)
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VP/Other Executive

Relationship

NRC Health has been an incredibly strong partner to us. They want to understand what we are trying...

Jun 2022
||
(0)
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VP/Other Executive

Relationship

The vendor could set up a call to share the best practices of other sites. The vendor should talk to...

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

I don't even know whether NRC Health has an app. I don't have it on my phone. Certainly, anything...

Jun 2022
||
(0)
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VP/Other Executive

Future Outlook

We have decided to move to another vendor's solution. I don't think that there was really anything...

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The patients that do comment on the ease of use of the system tend to be elderly folks who have...

Jun 2022
||
(0)
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VP/Other Executive

Service and Support

I haven't had concerns with the vendor's support people. I believe the one time we reached out, the...

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

I haven't had any issues with the dashboard and using the information given to me through the...

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

Vendors need to know their audience and how busy their audience might be. I have numerous...

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The platform is not overly difficult to navigate. The left-hand column on the dashboard lists a...

Jun 2022
||
(0)
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 or  to see details.

Manager

Other Observations & Comments

Once a patient is discharged from the hospital, the system makes an automated call to follow up with...

Jun 2022
||
(0)
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 or  to see details.

Manager

Service and Support

The vendor is very responsive and always very kind and nice. There was an issue at one point, and...

Jun 2022
||
(0)
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Manager

Functionality and Upgrades

The system is very easy to use and navigate. We never have glitches or problems with the system. NRC...

Jun 2022
||
(0)
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VP/Other Executive

Interfacing and Integration

We can export data, but there isn't an easy way to integrate other systems with NRC Health's system....

Jun 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The product is web based and in the cloud, but it is complicated. It takes some training to use.

Jun 2022
||
(0)
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VP/Other Executive

ROI / Cost

The system gives us good value for our money. It is a solid product. It doesn't have a lot of...

Jun 2022
||
(0)
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VP/Other Executive

Relationship

We liked that NRC Health has a feedback module that allows the user to streamline how they address...

Apr 2022
||
(0)
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VP/Other Executive

ROI / Cost

We needed better capture of our patients' voices, shorter surveys, and more nimbleness; NRC Health...

Apr 2022
||
(0)
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VP/Other Executive

Future Outlook

NRC Health needs to keep growing. We have relationships with independents that are not our entities,...

Apr 2022
||
(0)
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Director

Service and Support

I consider NRC Health to be a partner rather than just a vendor. I don’t have a big analytical staff...

Mar 2022
||
(0)
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Director

Service and Support

The only downside to the vendor’s support is that the support team has had a lot of turnover....

Mar 2022
||
(0)
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Director

Functionality and Upgrades

The vendor is good at designing surveys to help us get decent response rates. The reports don’t...

Mar 2022
||
(0)
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Director

Other Observations & Comments

The vendor’s executives haven’t been involved since I started at this organization. We usually work...

Mar 2022
||
(0)
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 or  to see details.

Director

Functionality and Upgrades

The tool has a lot of information. I can't always remember where to get certain pieces of...

Mar 2022
||
(0)
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 or  to see details.

Manager

Functionality and Upgrades

The system's syndicate data is useful for us. The vendor issues a survey around our primary and...

Mar 2022
||
(0)
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Manager

Functionality and Upgrades

The system is really easy to use. The vendor gives us user authentication when we log in, and the...

Mar 2022
||
(0)
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Manager

Service and Support

The vendor's support teams are really easy to get ahold of. They are always bringing up new modules...

Mar 2022
||
(0)
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Manager

Relationship

NRC Health keeps all their promises. I haven’t heard bad things about NRC Health.

Feb 2022
||
(0)
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Manager

Functionality and Upgrades

The solution's ease of use for patients is very good. The patients just get the surveys from our...

Feb 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The solution provides a good patient experience, but not a perfect one. We deploy electronic surveys...

Feb 2022
||
(0)
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VP/Other Executive

Future Outlook

When we bought this solution, we wanted to have it for several years. We won't explore other...

Feb 2022
||
(0)
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VP/Other Executive

Relationship

When the vendor does upgrades or launches a new product, it would be helpful if they could give us...

Feb 2022
||
(0)
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CEO/President

Functionality and Upgrades

We would like to be able to get a little more text feedback from patients instead of purely just...

Feb 2022
||
(0)
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CEO/President

ROI / Cost

Relative to what we were using before for HCAHPS, we have probably seen a tenfold number of...

Feb 2022
||
(0)
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CEO/President

Technology

NRC Health is solid to work with. It has been a good product. It is a pretty straightforward...

Feb 2022
||
(0)
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VP/Other Executive

Implementation and Training

The vendor offers detailed training for their sophisticated reporting capabilities. That is nice for...

Feb 2022
||
(0)
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VP/Other Executive

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...

Feb 2022
||
(0)
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VP/Other Executive

Implementation and Training

The vendor could have oriented the department leadership to the product’s interface a bit better. We...

Feb 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

The system dashboard should be more apparent when we open up the product. I don’t like the feel of...

Feb 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

There is a screen when a user opens up the product that is just a line graph. It is a very...

Feb 2022
||
(0)
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VP/Other Executive

Functionality and Upgrades

We use the product as a tool to measure overall patient satisfaction, and we use it for service...

Feb 2022
||
(0)
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Related Articles
Article
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Patient Experience Will Require More Than Just CAHPS
20 December 21    |   Adam Cherrington, Dan Czech and Ciera Black Walker
Our Patient Experience Improvement report is a first look at customer satisfaction with the solutions used by providers and payers to improve patient experience.



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