Commentary Summary
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User Commentary
Implementation and Training
PerfectServe has recently instituted admin sessions for PerfectServe support staff. There is only so...
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Functionality and Upgrades
There are occasions when the PerfectServe solution has limitations, specifically with the reporting...
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Other Observations & Comments
There is some interfacing between the PerfectServe solution and our EMR. I can't think of any other...
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Lessons Learned
When we look up the PerfectServe practitioner application online, the rating is really low. I think...
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Relationship
The executive involvement is amazing with this vendor. Those above the consultants we work with have...
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Sales and Contracting
PerfectServe does charge for certain things, but those things are generally bigger-build items. We...
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Lessons Learned
I would recommend PerfectServe to a peer with some advice. Advice is one of the things that I don't...
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Other Observations & Comments
I would like to see a little more flexibility with the admin console, which is called CSP. I would...
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Relationship
When we went live with the PerfectServe solution, there were some lessons we certainly learned. The...
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Service and Support
I usually call PerfectServe’s support phone line. For the most part, the support staff is really...
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Service and Support
We had a major issue with PerfectServe. I think things are going to be resolved now, but the vendor...
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Relationship
I am ready to leave the 24/7 part of the product because the vendor isn't solving a problem we have....
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Service and Support
Since our hospitals went live, the quality of our support has gone down. We have been assigned...
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Functionality and Upgrades
The vendor's tracking portal is a little challenging to navigate, and it is a little dumb. It only...
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Interfacing and Integration
The product has integrated really well with our EMR, so PerfectServe gets points for that.
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Service and Support
If a provider says they didn't get a call or a text, we can track that information through a report....
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Interfacing and Integration
The nice thing about PerfectServe is the integration with our EMR. It is nice that if we add...
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Service and Support
When we have reached out for help, the vendor has been very helpful. We meet regularly with...
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Technology
Generally, PerfectServe is really responsive when we have a problem, but not all the time. They are...
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Interfacing and Integration
The problem that we have with PerfectServe is that they don't integrate their system with anybody...
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Other Observations & Comments
PerfectServe does not provide training. But we can train people on how to use the product.
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Functionality and Upgrades
The physicians’ scheduling interface is not great. It is not as user friendly as the physicians...
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Service and Support
The customer support is really good. PerfectServe does really well with that.
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Other Observations & Comments
If something is within the narrow scope of what the PerfectServe system is already set up to do,...
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Functionality and Upgrades
The process for making changes in PerfectServe is so archaic. It is so challenging. The product is...
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Relationship
PerfectServe keeps their promises, but there are a lot of limitations. The vendor doesn't really...
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Relationship
I have tried to give PerfectServe many opportunities over the past few years, especially while we...
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Service and Support
PerfectServe is working well for our hospital system. We have regular meetings with our consultant...
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Implementation and Training
The rollout with PerfectServe went well. We commend the vendor for what they did because the...
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Relationship
Our relationship with the vendor was strengthened because the vendor showed that they cared about...
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Technology
There are a lot of pain points, so PerfectServe may not be a long-term solution. From a technology...
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Relationship
PerfectServe's billing is never correct, so we are always overpaying, and trying to get a credit...
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Interfacing and Integration
PerfectServe is not integrated with our EMR. Some practices integrate PerfectServe with their call schedules....
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Functionality and Upgrades
We have the ability to run a dashboard report with PerfectServe, and we use the product a lot....
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Relationship
In the beginning, there were some things PerfectServe told us they would do that they ended up not doing....
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Technology
We are having our scheduling software integrate with PerfectServe because I don't trust...
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Relationship
PerfectServe is a good partner. They listen to the feedback and input that we have.
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Other Observations & Comments
The product is very complex, and we are not sure whether that is a blessing or a curse. The...
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Functionality and Upgrades
The vendor tries to make changes that they believe would be helpful for their clients. However, the...
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Win/Loss - Why they were selected (by current clients)
We initially engaged with PerfectServe because we were focused on on-call escalation and on-call...
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Service and Support
We would like to see more communication transparency around all the issues that are brought forward....
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Service and Support
There have been some specific features and functions that we have asked for that PerfectServe has...
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Service and Support
The troubleshooting process for PerfectServe is cumbersome and difficult. We have had providers...
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Functionality and Upgrades
Secure messages in PerfectServe have to be started by a nurse in order for a physician to respond....
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Functionality and Upgrades
The only thing that I have an issue with in PerfectServe is that I can't transfer calls through the...
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Relationship
I would say that my satisfaction would grow 12 months from now if the vendor did some different...
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Service and Support
When I need support from the vendor, I usually deal with one person, and they are amazing. I don't...
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Interfacing and Integration
PerfectServe integrates somewhat with the rest of our system, but the actual function for messaging...
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Technology
PerfectServe hasn't really done anything new. The vendor has been able to meet a few of our needs,...
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Functionality and Upgrades
Some of the challenges that we have identified have to do with unavailable settings. The feedback we...
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Relationship
I would love to see more of what other people using PerfectServe have developed that is safe. That...
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Other Observations & Comments
Our adoption of PerfectServe has been spotty. We have some service lines that live and breathe by...
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Implementation and Training
PerfectServe doesn't have a good justification for their choices. They want every single person to...
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Other Observations & Comments
Outside of the vendor's road map, there is specific functionality within the existing applications...
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Service and Support
We have very little visibility into PerfectServe’s support, and we don't know what the trends and...
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Relationship
We have started to meet with PerfectServe’s executives. We meet regularly with them to try to push...
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Implementation and Training
The document PerfectServe gave us for the implementation was somewhat nondescript. When we filled it...
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Functionality and Upgrades
There is one key function piece that we need, and it is not on PerfectServe’s road map. They are now...
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Technology
The dynamic routing PerfectServe is capable of doing definitely meets our needs. PerfectServe is new...
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Implementation and Training
PerfectServe’s initial training is fine. There is not a lot of vendor involvement in the ongoing...
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Lessons Learned
Epic has its own communication platform, but that only goes so far. PerfectServe picks up the slack...
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Functionality and Upgrades
PerfectServe is like an iPhone. It is incredibly intuitive. The user can only click one place. The...
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Service and Support
We love how easy the product is to navigate and how easy it is to get ahold of the vendor’s support...
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Interfacing and Integration
If PerfectServe could forge some meaningful connections with our EMR vendor, even though that is...
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Service and Support
PerfectServe’s executives are very responsive to any service needs that we have. And in terms of...
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Relationship
I really like our PerfectServe account representative, but this person can be a little too laid...
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Relationship
I would recommend that PerfectServe have more proactive engagement with our leadership team. With...
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Functionality and Upgrades
The PerfectServe solution routes calls depending on a physician’s preferences of how and when they...
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Other Observations & Comments
We are not utilizing all of PerfectServe’s tools to the best of our abilities. We are using...
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Service and Support
PerfectServe’s customer service team is excellent and engaged. The vendor listens to feedback for...
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Functionality and Upgrades
When the product went live, it was very immature and had a lot of problems. In terms of...
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Functionality and Upgrades
Our organization’s call services are very diverse, and PerfectServe helps us put a square peg into a...
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Interfacing and Integration
I would buy PerfectServe again. But if I had a choice between PerfectServe and our EHR vendor's...
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Relationship
The vendor is very engaged, and they always have been. Their people are very responsive, and the...
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Functionality and Upgrades
The vendor offers some great customization options for the system. While we don't get dynamic...
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Service and Support
I like how engaged our assigned PerfectServe support people are. All of those people are really...
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Functionality and Upgrades
At one point, PerfectServe released a horrible update to their mobile app, which is the vendor's...
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Implementation and Training
PerfectServe’s initial implementation was stellar. The people that the vendor brought on-site were...
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Service and Support
Our account advisor and the tech support team that is assigned to us are great. They know the...
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Relationship
The vendor’s executives were engaged when we were having problems, but they prevented us from...
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Other Observations & Comments
When it works, the product is great. It is like a car. A car is wonderful when it works and gets me...
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Functionality and Upgrades
I would recommend the product. I would be very honest with peers, and I would tell them that the...
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Relationship
PerfectServe is always looking for ways to improve what we have, and they do what they say they...
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Sales and Contracting
PerfectServe tries to upsell us on other modules, and during the negotiation, their quotes were off....
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Future Outlook
What the vendor has forecasted for future development doesn’t look good. We are abandoning the...
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Relationship
I meet with PerfectServe's executives regularly, and we can meet even more often if needed.
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Relationship
Our relationship with PerfectServe is great. I have a tight alignment with their executive team....
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Service and Support
PerfectServe’s service is improving. They put in a new process, and I believe they can and will...
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Functionality and Upgrades
PerfectServe still has so many bugs and kinks in their software that PerfectServe’s competitors do...
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Functionality and Upgrades
PerfectServe's application leaves a lot to be desired compared to competitors' applications as far...
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Technology
PerfectServe uses what they call patient-centered routing, which very intelligently sends the...
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Functionality and Upgrades
We do have some providers that use some of PerfectServe’s partner applications, and those products...
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Interfacing and Integration
We have got the product embedded into our EMR, and the product has been working as designed.
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Other Observations & Comments
We are looking at some improved workflows that would help us get consults and critical values to the...
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ROI / Cost
A lot of our communication is so much faster with PerfectServe than without it. Having the solution...
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Relationship
We meet regularly with the vendor and are able to bring up or track any issues that we are working...
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Implementation and Training
PerfectServe does a good job with implementations. Our implementation experience was slow moving in...
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Functionality and Upgrades
We use the application for provider-to-provider communication, and it is straightforward and easy to...
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Service and Support
PerfectServe does a good job of sending us notifications for system downtime related to upgrades....
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Interfacing and Integration
A challenge that we have encountered is the integration of the PerfectServe product with our EMR. We...
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Relationship
The vendor is pretty good about following through, but sometimes the follow-through takes a little...
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Functionality and Upgrades
One strength of PerfectServe's solution is that the product allows us to be able to reach whoever is...
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Lessons Learned
If we had to implement the PerfectServe product all over again, a key thing we have learned is to...
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Functionality and Upgrades
PerfectServe is a very closed system, so we can't use it for telehealth visits even though it is a...
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Other Observations & Comments
Prior to installing the scheduling module, we didn't have a lot of issues with PerfectServe. We...
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Service and Support
PerfectServe's communication is great. We throw a lot of things that are difficult at PerfectServe....
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Functionality and Upgrades
For new users, the idea of the PerfectServe system takes a little time to grasp. For example,...
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Interfacing and Integration
By integrating the PerfectServe system with our EMR, we have been able to automate our critical lab...
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Relationship
We work quite closely with the vendor. I know them quite well, and I appreciate all that they do....
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Other Observations & Comments
Things are going really well with PerfectServe. There was a period where we were taking on a lot and...
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Service and Support
PerfectServe’s help desk tends to have a 50/50 split in terms of good and bad support. Sometimes, we...
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Win/Loss - Why they were selected (by current clients)
We use the PerfectServe system because, under our umbrella of operational excellence, we can improve...
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Functionality and Upgrades
Some of the recent improvements and innovations that PerfectServe made are big steps in the right...
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Future Outlook
PerfectServe's platform is incredibly powerful, but it is also incredibly complicated. The...
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Functionality and Upgrades
Sadly, we don’t use the PerfectServe solution in the OR. I would like to, but there are some big...
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Functionality and Upgrades
The PerfectServe system is used within the ED for external communication; the ED people use the...
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Interfacing and Integration
We have secure calls integrated with the PerfectServe system, but they aren't directly integrated...
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Other Observations & Comments
We don't have a centralized physician call center. We have the hospital switchboard, which is a...
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Service and Support
PerfectServe has good support. The system is cloud based, and it is meeting our communications...
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Other Observations & Comments
We may be moving away from PerfectServe's product, so we are looking at other products. Our EMR...
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Relationship
PerfectServe blames us for not using the product the way it is supposed to be used. They make us...
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Other Observations & Comments
PerfectServe fills a niche, and their product is more comprehensive than Epic's, so we feel stuck...
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ROI / Cost
I don't know how many messages are being sent across PerfectServe's solution or whether we have...
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Functionality and Upgrades
PerfectServe isn't the easiest app to use, and it should be easier to use. Providers have been very...
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Relationship
I never hear from PerfectServe except when they are trying to sell us something.
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Relationship
When we ask our PerfectServe representative questions or bring up barriers that we have experienced,...
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Implementation and Training
When we implemented PerfectServe, the training that the vendor gave us was very good.
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Interfacing and Integration
From an integration perspective, PerfectServe isn't very good. We sat in on a call about that, and...
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Technology
The solution is silent. That is nice. It also doesn't impose on our other systems or workflows. We...
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Service and Support
The vendor's support is great. From a customer-experience standpoint, PerfectServe's people are...
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Implementation and Training
PerfectServe didn't have a good implementation plan. They were very scattered and didn't mention...
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Interfacing and Integration
PerfectServe is supposed to be integrated with our EMR so that the nurses don't have to go to the...
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Technology
PerfectServe is unresponsive when it comes to the product. The system design is poor, and in terms...
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ROI / Cost
PerfectServe is very expensive, and I don't think it drives value.
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Relationship
PerfectServe is not clear when they talk to us about our responsibilities for the product and what...
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Service and Support
When we call the vendor's service desk, there can be a 24-hour turnaround for even a callback. When...
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ROI / Cost
The vendor's cost structure is transparent. The structure is per user, but we have residents that...
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Technology
One advantage is that the solution is easy. There are many different easy ways for someone to get...
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Functionality and Upgrades
The system's scheduling piece is not really robust at all. We end up having either an inferior...
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Functionality and Upgrades
PerfectServe's system is a good product; it is robust and easy to use, and it has a lot of...
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Future Outlook
We are moving away from PerfectServe as soon as we can. We have moved to a third-party communication...
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Functionality and Upgrades
I would not buy PerfectServe's system again. PerfectServe and another vendor have a lot of...
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Interfacing and Integration
We didn't contract the vendor for any ongoing training. We got a bunch of handouts that we can give...
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Functionality and Upgrades
PerfectServe is super flexible and willing to dive into any possible integration that we suggest....
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Relationship
The vendor is very proactive. They are unique because they are growing while territories are...
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ROI / Cost
The PerfectServe system is our first choice for communication with physicians, and we keep branching...
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Relationship
We are holding the vendor back; they aren't holding us back. They have a lot of options that would...
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Functionality and Upgrades
The outcomes of the product are good. We like the alerts and things like that. When we tell...
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Relationship
One of the things that I like about PerfectServe is that they improve their core product and are...
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ROI / Cost
The product costs a hefty chunk of money every year, but I would defend PerfectServe for that. To...
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Lessons Learned
The only problem with PerfectServe is its name. When a doctor experiences an issue with the product,...
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Relationship
The training on the system was a disaster when we started. When we started using the product, we had...
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Interfacing and Integration
The system is doing well in terms of meeting our integration and interoperability goals. We created...
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Implementation and Training
PerfectServe has great trainings in terms of tutorials and how to use the solution from an end user,...
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