NRC Health Commentary
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Relationship, Product
There is some room for improvement in the NRC Health platform having more trusted and automated...
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Relationship
We have an engaged NRC Health product team who will meet with us and lay out the road map for us,...
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Relationship
The support team at NRC Health is easy to get ahold of through phone calls and emails; there is...
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Product
The NRC Health tool is super easy to use for our patients' families and allows the surveys to be...
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Product
We have taken sample surveys on NRC Health ourselves to validate, and we can convey the ease of use....
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Product
NRC Health has very sophisticated analytical capabilities that provide insights into our own data,...
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Product, Value
The outcomes we see from using NRC Health’s advanced capabilities are that we get further insight...
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Culture, Relationship, Value
NRC Health is very flexible and easy to work with. They are happy to help us think through things...
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Product
The user interface for the NRC Health product could be improved because it is not state of the art.
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Product
We use NRC Health for its consumer insights. It has a robust data set of consumers across a variety...
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Relationship
NRC Health is a click away, and they are readily available. They have come to visit us. They are...
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Product, Value
The key strength of NRC Health is the volume of insights we get, and the segmentation of the...
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Relationship, Product
NRC Health is very easy for patients to use. They get multiple modalities, so they choose whatever...
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Loyalty, Product
An opportunity for NRC Health is to make some of their HCAHPS feedback more flexible so we can save...
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Relationship, Product, Value
NRC Health provides a dashboard full of key metric indicators of market intelligence around things...
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Relationship, Product
An advanced capability we are currently using from the vendor is the ability to get collateral in...
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Product
NRC Health's product takes a bit of onboarding. The data is there, but we have to fetch it and...
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Value
Things can get expensive when we want to increase in size with some of the surveying we are doing,...
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Product
We have been looking at the correlation of the questions with the NPS. We want to know how the...
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Operations
NRC Health will share information, such as that they have a new report. And some things are...
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Relationship, Operations
NRC Health releases their updates via email or when we log in, and that is nice. But we went through...
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Relationship
I'm very satisfied with NRC Health. Once we identify something, we have someone who can take care of...
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Loyalty, Relationship
We left our previous vendor because of our relationship with them. Our relationship with NRC Health...
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Relationship, Value
NRC Health is very nice to have, and it has helped us to increase in size because of the real-time...
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Relationship
The NRC Health product is strong. The service alerts keep my leaders actively engaged in reviewing...
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Loyalty, Relationship
NRC Health is very good at what they are good at, and they know what they are good at. However,...
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Relationship, Product
Anything in the space of employee engagement or physician engagement could be an opportunity for NRC...
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Culture, Value
NRC Health does a very good job of sticking to product deliverables. They charge what they say they...
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Relationship
NRC Health goes out of their way to have regular meetings with us that include executive leaders....
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Relationship, Product
NRC Health could use tighter controls for new technology. That would be my only recommendation for them....
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Relationship
Working with NRC Health has been a positive experience. They are easy to work with and very...
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Product, Value
NRC Health is a robust patient experience platform that is easy to use and very customizable. We...
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Relationship, Product, Value
We use NRC Health to do real-time surveying. Immediately after a patient has an experience anywhere...
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Relationship
NRC Health does their regular surveys in the community of anybody. It doesn't matter whether the...
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Loyalty
NRC Health has some really great new technology coming out, but we are not planning on taking...
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Product
I have really liked how easy it is to see what patients have said and to be able to look back at...
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Product
Some of the dashboards, especially at the executive level, could be improved within NRC Health. We...
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Value
With NRC Health, we have seen greater patient and customer insights and the ability to better...
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Product, Value
NRC Health is a very good vendor, but the bar is always moving and getting higher. There are some...
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Product
We use the system to check on trending if we are curious, and we run reports routinely to present to...
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Relationship
The vendor has done a good job for us. The product is user friendly for sure, and I don't know...
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Operations
NRC Health had a little turnover for a while, but that was just movement within an organization....
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Relationship
We have very minimal issues with NRC Health. Everything runs very smoothly. If I have a problem,...
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Product, Value
If we receive negative feedback from a patient, we feed that into a different system so that we can...
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Relationship
The only problem with NRC Health is they have some quirky IT systems that take getting used to. What...
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Relationship
We like the people from NRC Health. We have a research analyst who is more than accommodating and...
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Loyalty, Product
We like NRC Health’s real-time product. It is good in care transitions. My only criticism is that...
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Relationship
We talk to NRC Health often. They are constantly asking what they can do for us and what they can...
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Loyalty, Product, Value
Since using the real-time capabilities from NRC Health, we are getting a lot higher ends. We are...
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Relationship, Operations
I am 100% satisfied with every single person from NRC Health who has done training for me. I have...
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Relationship
The only complaint I have about NRC Health is that the data is very slow to come up for a certain...
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Relationship
NRC Health has a customer support line that I could either call or email, and I have never been left...
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Product
Sometimes the patients get confused when they take our surveys. When the survey says to rate between...
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Value
Our scores have gone up since NRC Health started making discharge phone calls for us at each of our...
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Relationship, Product
We have added Outpatient and Ambulatory Surgery CAHPS. That has been a big thing, so we have regular...
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Relationship
NRC Health is proactive. When we have a problem, they take care of it.
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Loyalty
We put very little focus this year on patient experience, so our scores are tanking. In the future,...
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Product
When patients use NRC Health, the surveys are easy to complete, everything is in larger print, and...
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Relationship
NRC Health always has a representative available, and they are very quick in their responses to us....
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Relationship
I have not been displeased with anything since we started with NRC Health. Even when they had a data...
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Operations
We haven't really implemented anything new since we started with NRC Health, but I am very happy...
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Value
NRC Health’s functionality meets everything we need. We are getting our money's worth with NRC...
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Relationship
NRC Health has a vision. They keep trying to talk to us about using text messaging; they are...
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Operations
We are satisfied with where we are with NRC Health. We had an ongoing training overview, and that...
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Relationship
NRC Health is very good at emailing us ahead of time. If we are getting close to a deadline, they...
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Loyalty, Relationship
As long as NRC Health can go along with the changes our organization is making and keep that vision,...
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Product
Real-time Feedback is wonderful; we like that piece. With another system we use, we have to send...
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Value
The cost of NRC Health has prohibited us from using it in some departments. We use a third-party...
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Relationship, Value
NRC Health’s real-time option is a really good concept. The survey is sent by text or email or...
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Product
There are a lot of reporting options in another product we use that aren't the same in Real-time...
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Relationship
NRC Health’s people are empowered to solve our problems. However, our organization is more inclined...
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Relationship
When we first started with NRC Health, we were seeing dramatically better response rates and faster...
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Loyalty
The biggest reason we selected NRC Health over the other vendors we considered was NRC Health's...
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Relationship
Sometimes, people don't want to answer the phone, and NRC Health’s outreach is mostly phone calls,...
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Relationship
NRC Health has a great account team that will help us with anything and deliver on what they...
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Product
With NRC Health, we can see how we are faring against our competitors in terms of consumer...
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Product, Value
Doing a discharge callback immediately after a patient’s visit helps us understand their experience...
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Relationship, Product
Whenever we want to make any sort of change to the product, it takes time to get that change to...
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Operations
We meet routinely with our contact person. So the vendor has done wonderful in that area. And the...
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Value
The product is valuable, and it is not too overpriced. NRC has solved all of our problems. We added...
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Relationship
There are two of the vendor's people who I can contact very easily, and I do contact them a lot with...
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Loyalty, Product
I wish that there were better real-time graphs in the product. The graphs could be more presenter...
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Relationship, Operations
NRC Health was quick to tell us early on that our results would depend on how things were set up. We...
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Operations, Product
I don't think our interoperability issues would be as rocky if we had been on Epic software when we...
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Relationship, Product
Every so often, I have a change in my core team. Things are a bit rocky when that happens. We lose...
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Relationship
I have to applaud the vendor's customer service team. I can send a text to their team, and they get...
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Product
One advanced capability that we are using from NRC Health is its provider summaries. The team digest...
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Operations
NRC Health's products are great for what we use them for. The vendor's training is excellent. NRC...
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Operations, Product
Most things about the system are pretty easy. The vendor really works with us to make things as easy...
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Culture, Relationship
NRC Health is hand in hand with us. They give us tools that we can definitely use for performance...
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Operations
When we have presentations to give, we can text or call NRC Health, and they will send us the...
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Relationship
NRC Health is very supportive. We have had to add service lines and work with tech support. The...
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Relationship, Value
The reputation monitoring from NRC Health is useful because our marketing team used to have to...
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Relationship
As we continue to grow, NRC Health helps us every step of the way.
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Relationship
I'm in NRC Health every day, so it is easy for the individuals who check it once a week. However, I...
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Product
The product is easy to use and is pretty much foolproof. The natural language processing to capture...
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Product
One way to improve the product has to do with the flexibility around the notification of location...
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Relationship, Product
The vendor is always developing new features, and that is nice.
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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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