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KLAS Research Director - Paul Hess
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Paul Hess

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Clinical Communication Platforms 2020—Advanced User Insights: The Next Step in the Evolution of Secure Communications
Clinical Communication Platforms 2020—Advanced User Insights:
The Next Step in the Evolution of Secure Communications
July 2020
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No Failure to Communicate: Clinical Communication Platforms 2020

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User Commentary

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Physician

Last year, I would have said I would not buy PerfectServe again, but this year, I would say I would....

Sep 2021
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Physician

The texting functionality with PerfectServe is quick. The time stamps are accurate, and the vendor's...

Sep 2021
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Physician

There is a continued delay when I use secure calling in PerfectServe. For example, the system is...

Sep 2021
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Analyst/Coordinator

PerfectServe has some glitches, but overall, it works. In the software, we can either set up...

Aug 2021
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Analyst/Coordinator

We have physicians who think PerfectServe was a good addition and physicians who find it to be...

Aug 2021
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Analyst/Coordinator

The vendor's customer service is great. The people on the other end of the 1-800 number are great....

Aug 2021
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Director

We have never really fully committed to PerfectServe. Because of that, we don't have some of the...

Aug 2021
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Director

PerfectServe isn't quite as good as they used to be with implementation services. Our most recent...

Aug 2021
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Director

The product’s biggest strength is that it is effectively tying our medical staff together. The...

Aug 2021
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Director

I would like the vendor to work on the scheduling interface. It is not easy to read. As the...

Aug 2021
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Manager

The solution isn't cheap, but I would still give it the highest rating for giving us our money's worth....

Aug 2021
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Manager

In our most recent implementation, the main feature that we were interested in gaining was two-way...

Aug 2021
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Manager

I would like to have some way of incorporating things into the solution a little bit better for...

Aug 2021
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Manager

The vendor is pretty good about keeping us informed about the things that they are doing. They are...

Aug 2021
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Manager

It is rare that we receive communication from the vendor's executive level. I would expect to see...

Aug 2021
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VP/Other Executive

The vendor has been really proactive in reaching out to us about features that they know we were...

Jul 2021
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(0)
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VP/Other Executive

We like PerfectServe. The biggest result has been the ability to manage the call schedule on the fly...

Jul 2021
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VP/Other Executive

PerfectServe's solution can be integrated in Epic's software, and we can launch it from a...

Jul 2021
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VP/Other Executive

If we are sending a secure message to another provider, we can do a long message because it can be...

Jul 2021
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Analyst/Coordinator

We work specifically with success managers. That kind of support is something that PerfectServe does...

Jun 2021
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Analyst/Coordinator

The PerfectServe system is complicated. If a customer is not immersed, then they would have to rely...

Jun 2021
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Analyst/Coordinator

We have been on the product for a couple of years, and PerfectServe is just now getting ramped up to...

Jun 2021
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VP/Other Executive

We have a team that meets with PerfectServe regularly. They are a good learning organization. I like...

Jun 2021
||
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VP/Other Executive

We got sticker shock when we got the bill, but PerfectServe's system is worth what we are paying....

Jun 2021
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VP/Other Executive

We like the terms that PerfectServe gave us in our contract. They were very fair. We negotiated well....

Jun 2021
||
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VP/Other Executive

We have had a lot of growing pains to get to our current state with PerfectServe's system. If...

Jun 2021
||
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VP/Other Executive

The great challenges for this tool are hinged on physician adoption. It makes a difference whether...

Jun 2021
||
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VP/Other Executive

I think we will be in a better place with PerfectServe's system in a year. We haven't implemented...

Jun 2021
||
(0)
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VP/Other Executive

The reporting in PerfectServe's system is still a challenge. We are really trying to get good...

Jun 2021
||
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VP/Other Executive

I would recommend PerfectServe. They have a really good solution, and PerfectServe is here to stay....

Jun 2021
||
(0)
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Director

We had some issues after going live with PerfectServe, but the vendor was back on-site with all...

May 2021
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Director

In term of technology, PerfectServe has it all. The problem is that we can't absorb it all. The...

May 2021
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Director

PerfectServe's support is great because of how responsive their people are. They are on top of...

May 2021
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Director

PerfectServe is easy for our end users to use. The vendor makes tweaks to the system, but we aren't...

May 2021
||
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Director

PerfectServe could improve their consultants’ explanations. Their consultants are supposed to answer...

May 2021
||
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Nurse

There are still a few things we need to work on with PerfectServe. Over the years, I have told them...

May 2021
||
(0)
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Nurse

I like the systems dynamic intelligence routing to get to the right provider at the right time. The...

May 2021
||
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Nurse

The integration between PerfectServe's system and our EMR has been a very good thing. PerfectServe...

May 2021
||
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Nurse

We are regularly engaged with PerfectServe, and we can reach out anytime we want. Our connection...

May 2021
||
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CIO

Our end users like PerfectServe. When we have a patient come in, the solution will alert that...

May 2021
||
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CIO

The vendor's service has been very good and stable. Occasionally, we will have times where we can't...

May 2021
||
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CIO

PerfectServe is pretty perfect. We have had this solution for years. It works well enough that I...

May 2021
||
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Physician

We are able to access metrics for how quickly a patient can get admitted from the door and go...

Apr 2021
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Physician

There are components of PerfectServe we are working on making even better. We are very satisfied,...

Apr 2021
||
(0)
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Physician

PerfectServe has saved us a lot of administrative time and has helped us to increase communication....

Apr 2021
||
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Physician

Once PerfectServe finishes their implementations, they offer a seminar every so often through the...

Apr 2021
||
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Physician

There are certain things that we aren’t getting as quickly as we would like. But PerfectServe is...

Apr 2021
||
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Manager

The vendor's support is not perfect, but it is very good. The biggest issue is how long we have to...

Mar 2021
||
(0)
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Manager

PerfectServe is not fast. Finding on-call providers is not easy because of the way the system is set...

Mar 2021
||
(0)
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Manager

The vendor has been a good partner. I don't have anything negative to say. They are very available,...

Mar 2021
||
(0)
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Manager

For the most part, everybody seems to like PerfectServe. I don't really talk to people about it...

Mar 2021
||
(0)
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Manager

In terms of upgrading things or doing any kind of additional services, the vendor is quick to...

Mar 2021
||
(0)
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Manager

We don't have any plans to change how we have the solution structured right now. We are actually...

Mar 2021
||
(0)
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Manager

We have never had anybody from the vendor proactively reach out to us about new products to see...

Mar 2021
||
(0)
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Manager

The solution is an easy way for our providers to be contacted without using a regular cell phone or...

Mar 2021
||
(0)
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Nurse

PerfectServe's solution is one of my favorite plans. We have a number of alerts that we use in the...

Mar 2021
||
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CMIO

The vendor's phone and web support are still good but not as good as they used to be. The vendor...

Mar 2021
||
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CMIO

The vendor does well with keeping up their product. They listen to us when we ask for new features....

Mar 2021
||
(0)
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CMIO

The vendor executives are very engaged. There is a bunch of work we are trying to do with the...

Mar 2021
||
(0)
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CMIO

The vendor needs to work on being more proactive in identifying when their system is not optimally...

Mar 2021
||
(0)
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VP/Other Executive

There have been a lot of changes related to bringing the solution outside of the acute care space...

Mar 2021
||
(0)
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VP/Other Executive

There are different modules within the system, and the vendor charges for each one. We didn't...

Mar 2021
||
(0)
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VP/Other Executive

We have done some things around the integration of our EMR so that nurses and physicians can stay...

Mar 2021
||
(0)
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VP/Other Executive

We have complex on-call trees, and the PerfectServe system manages them. The system is very...

Mar 2021
||
(0)
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VP/Other Executive

We have had some challenges with phone support and internal communication between different...

Mar 2021
||
(0)
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VP/Other Executive

PerfectServe is very much involved. They meet with the team regularly. They are very engaging. I...

Mar 2021
||
(0)
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VP/Other Executive

We are looking at providing a lot more integration to our clinicians. At some point, there will be...

Mar 2021
||
(0)
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Manager

Up until recently, PerfectServe did not charge for every little thing. Now, I feel like they are...

Mar 2021
||
(0)
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Manager

PerfectServe rolls out changes, and the vendor sometimes isn't clear in their communication about...

Mar 2021
||
(0)
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Manager

One of the biggest issues we have had is identifying when there are gaps in coverage. Obviously, if...

Mar 2021
||
(0)
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Manager

PerfectServe listens. When there is something we need, they are willing participants at the table to...

Mar 2021
||
(0)
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Manager

Our physicians sometimes complain, but things have gotten better because we changed the model so...

Mar 2021
||
(0)
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Manager

One thing that I note about PerfectServe that I really don’t see with many other vendors is they are...

Mar 2021
||
(0)
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VP/Other Executive

Support is probably where PerfectServe lacks a little. We had a physician reach out to PerfectServe...

Mar 2021
||
(0)
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VP/Other Executive

My best advice for the PerfectServe leadership would be to figure out how to make a tool that has...

Mar 2021
||
(0)
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CMIO

I like how customizable the system is. We have the ability to make it work and flow the way we like....

Mar 2021
||
(0)
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CMIO

The folks at PerfectServe are very good to work with. They address and resolve all of our concerns...

Mar 2021
||
(0)
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Manager

The vendor is continually engaging with us. We have regular meetings with the vendor, and they...

Mar 2021
||
(0)
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VP/Other Executive

Whether we will keep PerfectServe is under debate pretty much every few months. We have another...

Mar 2021
||
(0)
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VP/Other Executive

When our contract was up a while ago, we had to make the decision to keep PerfectServe. We signed a...

Mar 2021
||
(0)
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VP/Other Executive

The vendor keeps their promises, but sometimes the timeline isn't quite as rapid as they promised....

Mar 2021
||
(0)
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VP/Other Executive

We had to do some training virtually because PerfectServe couldn't come onsite because of COVID-19....

Mar 2021
||
(0)
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VP/Other Executive

PerfectServe is a point-and-click application, and that is great for ease of use. It is intuitive....

Feb 2021
||
(0)
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VP/Other Executive

The only thing I would like to see PerfectServe do is add telehealth features to their programming...

Feb 2021
||
(0)
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VP/Other Executive

The vendor is doing very well at maintaining accessibility to the application. They don't say a lot...

Feb 2021
||
(0)
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CMO

While the system requires secure communications in order to do business, the system isn't actually...

Feb 2021
||
(0)
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CMO

PerfectServe's ability to keep promises depends on our contract. As we have developed a more solid...

Feb 2021
||
(0)
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CMO

When I first considered PerfectServe, I rejected the solution because of the pricing, which is based...

Feb 2021
||
(0)
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CMO

The system highly depends on being appropriately set up. In almost every case where we have a...

Feb 2021
||
(0)
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CMO

PerfectServe doesn't miss an opportunity to stay in touch with us. I don't know how they divide...

Feb 2021
||
(0)
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CMO

We brought in PerfectServe because we had a lot of issues that I felt like they could help us with....

Feb 2021
||
(0)
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CMO

PerfectServe has been very proactive in reaching out to us and talking about our needs. They also...

Feb 2021
||
(0)
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Analyst/Coordinator

PerfectServe doesn't really fit in perfectly with the way our system is set up. There is a recurring...

Feb 2021
||
(0)
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Analyst/Coordinator

We were told that there would be a way to submit online tickets when we first signed up. Getting...

Feb 2021
||
(0)
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Analyst/Coordinator

The vendor has updated the system so that we can do everything online now, and that has been helpful....

Feb 2021
||
(0)
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VP/Other Executive

PerfectServe probably has more one-offs as of late that they charge for. In general, the product is...

Jan 2021
||
(0)
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VP/Other Executive

In a perfect setting and perfect world, PerfectServe can produce great workflows. We are a complex...

Jan 2021
||
(0)
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VP/Other Executive

The ease of real-time communication between nurses and physicians has been great. The communication...

Jan 2021
||
(0)
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CMO

PerfectServe has been a great partner. I have been really impressed with the build team at our...

Jan 2021
||
(0)
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CMO

PerfectServe does a good job of defining what is in and out of scope. And with things that are out...

Jan 2021
||
(0)
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Manager

Our doctors really like PerfectServe. They haven't had any complaints at all. The implementation was...

Jan 2021
||
(0)
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Manager

Our organization doesn't have any issues with PerfectServe. I don't see anything coming in the...

Jan 2021
||
(0)
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Manager

PerfectServe is very responsive and good. I feel bad for them because they keep asking us to talk to...

Jan 2021
||
(0)
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Manager

PerfectServe is absolutely necessary. If the system went down, people would be lost. They use the...

Jan 2021
||
(0)
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Manager

In general, the upgrades have been pretty flawless. PerfectServe is good at what they do, and we...

Jan 2021
||
(0)
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Manager

PerfectServe has purchased a lot of tools, and there is a lot of functionality that they offer that...

Jan 2021
||
(0)
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Manager

We have had our executives meet with PerfectServe, and the vendor has requested our feedback. They...

Jan 2021
||
(0)
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Manager

There is a huge ROI with PerfectServe. Their system is expensive, but so many messages are going...

Jan 2021
||
(0)
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Manager

PerfectServe has gone through a lot of transformations. They are in a much better place now, but...

Jan 2021
||
(0)
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Manager

When we implemented PerfectServe's system, it was a huge win, but we had to purchase a second...

Jan 2021
||
(0)
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Manager

PerfectServe is very pricy because they have a different support model. They build all our...

Jan 2021
||
(0)
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Physician

PerfectServe has some connectivity issues. It seems to not be as streamlined as some other messaging...

Jan 2021
||
(0)
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Physician

When implementing PerfectServe or upgrading it, it is difficult to actually get something done....

Jan 2021
||
(0)
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Physician

Our application specialist from PerfectServe has been unbelievable. That person has been great. That...

Jan 2021
||
(0)
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Physician

Working with our PerfectServe liaison is sometimes a little frustrating. That person sometimes takes...

Jan 2021
||
(0)
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Physician

The initial training from PerfectServe was pretty good when we started. It didn’t take me very long...

Jan 2021
||
(0)
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Physician

PerfectServe is a very powerful communication device. The nursing staff is able to get ahold of the...

Jan 2021
||
(0)
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COO

PerfectServe's system is our standard. Our enterprise system isn't at the same point that...

Dec 2020
||
(0)
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COO

I regularly touch base with the PerfectServe CEO. PerfectServe has done some pretty creative things...

Dec 2020
||
(0)
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COO

We feel very comfortable with the solution and the vendor. PerfectServe went through a bumpy four...

Dec 2020
||
(0)
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Director

We like that our nurses can now call one number, and if the physician has gone off service, the...

Dec 2020
||
(0)
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Director

From our standpoint, when we go live at a new site, PerfectServe doesn’t really play a role. The...

Dec 2020
||
(0)
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Manager

PerfectServe is doing very well for us. They suit our needs. Their help center is number one in our...

Dec 2020
||
(0)
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Manager

Lately, I have been really impressed with PerfectServe’s ability to stay true to what is up and...

Dec 2020
||
(0)
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Manager

Even though the vendor's name is PerfectServe, nothing is perfect. But by and large, the feedback I...

Dec 2020
||
(0)
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Manager

PerfectServe is really good at reaching out. I have a direct line to a person who I can email or...

Dec 2020
||
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Manager

I wish I could see the back-end routing configurations in PerfectServe. Sometimes I call the help...

Dec 2020
||
(0)
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Manager

One of our doctors loves the system because it is convenient and easy to navigate through....

Dec 2020
||
(0)
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CMIO

The things that PerfectServe sends us for training are useful. I don’t think we have had to request...

Dec 2020
||
(0)
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CMIO

PerfectServe could improve the speed of app loading.

Dec 2020
||
(0)
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CMIO

I am very impressed with all of PerfectServe’s support. PerfectServe’s support is very prompt. They...

Dec 2020
||
(0)
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CMIO

PerfectServe's system is pretty good for getting our money’s worth. If someone asked me about it, I...

Dec 2020
||
(0)
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Director

We are decreasing our use of the PerfectServe system. We have what I would consider the vendor's...

Dec 2020
||
(0)
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Director

The quality of the PerfectServe system is pretty high. Everyone is really happy with the system.

Dec 2020
||
(0)
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Director

The fact that PerfectServe started off as a provider-focused application and not a nursing-focused...

Dec 2020
||
(0)
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Director

I have regular meetings with one of the PerfectServe leaders. I am working at the highest level of...

Dec 2020
||
(0)
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Director

PerfectServe is very expensive. We should be getting more from them based on what we pay.

Dec 2020
||
(0)
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Director

I would recommend PerfectServe. They have a lot of potential; they just have to realize that...

Dec 2020
||
(0)
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Director

PerfectServe is very responsive. If there is a glitch, the vendor fixes it. However, the system...

Dec 2020
||
(0)
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Manager

PerfectServe’s support is excellent. I have dealt with a lot of vendors, and PerfectServe is one of...

Nov 2020
||
(0)
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Manager

PerfectServe had some issue with a data center a while ago, and the issue was pretty disruptive....

Nov 2020
||
(0)
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Manager

The design and layout are sleek. The system is very simple. It is clean, and it works all the time.

Nov 2020
||
(0)
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Manager

PerfectServe is a small company. They don’t have the level of integration that would be good. I know...

Nov 2020
||
(0)
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Manager

PerfectServe is not part of our long-term plans. I am a little disappointed. PerfectServe has been...

Nov 2020
||
(0)
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CMIO

We probably won’t be using PerfectServe in a year from now. The problem is that it isn’t meeting all...

Oct 2020
||
(0)
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CMIO

I would recommend PerfectServe to other customers. PerfectServe has been very good to work with. I...

Oct 2020
||
(0)
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CMIO

I wouldn’t say the vendor nickel-and-dimes. Their video-visit platform is priced a little high....

Oct 2020
||
(0)
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CMIO

When it comes to how PerfectServe could make the product work as promoted better, they should make...

Oct 2020
||
(0)
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