PointClickCare (LTC)
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Subject Expert
Paul Hess
Research Director
Commentary Summary
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User Commentary
Service and Support
We had a specific problem that we brought to PointClickCare, and they promised to get back to us,...
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Functionality and Upgrades
The reports lack a lot of robustness. We can't do much with the vendor's reporting. That is a huge...
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Other Observations & Comments
I would tell others that PointClickCare is very good in terms of being user friendly. The reporting...
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Relationship
PointClickCare is too big, and they don't listen to their customers anymore. PointClickCare hears...
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Implementation and Training
PointClickCare doesn’t provide really good training, and their trainers don't know what they are doing....
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Future Outlook
My hope is that my satisfaction with PointClickCare will go up in the future. I pay for the service...
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Functionality and Upgrades
When PointClickCare's systems are up and running, they are pretty good at not breaking.
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Service and Support
A lot of the support people that we are supposed to have from PointClickCare seem too busy for us....
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Other Observations & Comments
The support team that we have from PointClickCare was advertised as very quick to reach back out to...
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Functionality and Upgrades
There seem to be a lot more clicks in the product than in our old system. We have to do at least...
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Functionality and Upgrades
The product keeps a history, shows every movement, and keeps documentation in the online data bank....
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Service and Support
The customer support for the product is not like it was advertised.
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Implementation and Training
Our training consisted of only three short sessions. We had a lot of problems with the product,...
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Functionality and Upgrades
PointClickCare's documentation is good. It seems very organized compared to the documentation from...
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Functionality and Upgrades
One bad thing that we see with PointClickCare is that there are not a lot of options for reports. It...
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Functionality and Upgrades
There is always something new that PointClickCare needs to work on as far as functionality goes. The...
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Service and Support
PointClickCare is not very good with the support side of things. They could definitely use some...
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Relationship
We do have a pretty good relationship with PointClickCare. We sometimes get special treatment.
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Implementation and Training
The initial training is pretty good. The ongoing training is where we bump PointClickCare back down....
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Relationship
PointClickCare has become more closed over the years. We actually hoped that they would become more...
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Technology
The PointClickCare solution is never offline. Stability is never a problem. I wouldn't trade the...
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Technology
One of the things that are an issue is design. The system looks like it was built in 1999.
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Functionality and Upgrades
We wouldn't be able to do most of what we do from a clinical standpoint if we couldn't measure the...
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Other Observations & Comments
Not all of the clinical folks are satisfied with the PointClickCare solution this year. In years...
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Sales and Contracting
With benchmarks, PointClickCare is super slow. PointClickCare tends to lag in bringing new technology....
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Implementation and Training
PointClickCare has a very rigid project management model, and that makes it difficult to work with...
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Functionality and Upgrades
During the COVID-19 pandemic, we had to quickly document vaccination administration. So when...
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Interfacing and Integration
PointClickCare's solution is not difficult to use, unlike other skilled nursing facility EHRs. I...
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Implementation and Training
In the middle of the implementation, things came up, so we went to the marketplace and added...
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Other Observations & Comments
Twice a year, there are big regulatory updates, so during the second half of the year, it is pretty...
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Functionality and Upgrades
In the skilled nursing EHR, we have a wide spectrum of documentation things, such as labs,...
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Service and Support
PointClickCare is doing everything that we are looking for from a new technology standpoint. For...
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Functionality and Upgrades
There are a few things we would like to see from PointClickCare that would be neat. We would like to...
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Other Observations & Comments
During the pandemic, we had some staff members who weren't using the solution the right way, so we...
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Interfacing and Integration
The solution is doing everything that we need it to do at this point. We have the integration...
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Service and Support
The vendor is good about letting us know when their updates are and giving us enough notice that we...
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Service and Support
When we have attended PointClickCare’s summit, they have talked a lot about where they are wanting...
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Future Outlook
In the future, I hope that PointClickCare will go to using more real-time information. The base...
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Functionality and Upgrades
PointClickCare is a web application, so the vendor upgrades it, and there is a very short period of...
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Functionality and Upgrades
PointClickCare could have a more modern interface. Currently, the interface is not as efficient as I...
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Relationship
The product's interface is a bit complex, but it is doing complex things because there is a whole...
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Future Outlook
There are so many projects that the vendor is working on right now. In 12 months, those projects...
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Relationship
We have not had any training from the vendor, but their support is awesome. The vendor is engaged...
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Service and Support
The process of getting support is always a bit of an issue. The vendor's support is not bad, but the...
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Sales and Contracting
PointClickCare has made announcements where they have talked about the reporting capabilities and...
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Sales and Contracting
PointClickCare has a lot of features now that go above and beyond what we use. One of the examples...
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Implementation and Training
A lot of the implementation and training is done from a PointClickCare perspective. They have...
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Interfacing and Integration
There has been dissatisfaction from a marketing and higher-level standpoint that we cannot get...
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Future Outlook
PointClickCare is very good at hearing and accepting feedback. They are not necessarily able to do...
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Other Observations & Comments
Within PointClickCare, there are a lot of user-defined options. There are a lot of things that we...
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Service and Support
We have been through a lot of iterations of PointClickCare as a company, and they are getting back...
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ROI / Cost
We have heard general frustrations with PointClickCare that seemingly every new thing that comes out...
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Functionality and Upgrades
One of the challenges that we have had with the system is reporting from the PointClickCare system...
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Other Observations & Comments
We understand that all things cost money, but we have worked with other vendors that are more...
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Functionality and Upgrades
The system is user friendly, so everyone can learn it easily. There are so many features that...
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Interfacing and Integration
The vendor is doing an amazing job with integration. There is still a little more to do with...
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Relationship
PointClickCare has resolved some issues very quickly. I don’t have any pain points. They follow up...
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Functionality and Upgrades
I like this product. I just trained somebody that had never used it before. They loved it, and...
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Interfacing and Integration
PointClickCare is excellent when it comes to integrating with different programs and different businesses....
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ROI / Cost
We pay a hefty bill for PointClickCare, but I feel like we get what we pay for. The vendor charges...
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Functionality and Upgrades
The product has rarely if ever let us down. It is fantastic, and the vendor does a great job.
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Functionality and Upgrades
There are a lot of reports that we can't run, and I definitely would like to change that. The...
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Other Observations & Comments
Even though we have issues, I don't have a ton of suggested upgrades. PointClickCare is a clinical...
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Relationship
The vendor’s people are very involved. They are problem solvers. The vendor looks for solutions, and...
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Functionality and Upgrades
Our satisfaction with the system will be the same in a year. Every system has its cons, but overall,...
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Service and Support
The vendor tries to answer our questions, and they are responsive to our requests. Sometimes, we...
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Other Observations & Comments
I would love to use some of the features that are part of the vendor's additional subscriptions, but...
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ROI / Cost
Every time we add a module, there is a one-time implementation fee. There are also monthly charges....
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Service and Support
There are a lot of positives to the product. I feel like PointClickCare really keeps up with any...
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Service and Support
When I first started using PointClickCare's product and called to log a case, the vendor’s support...
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Implementation and Training
We are adding facilities to our database, and I feel like the team that is leading us is very good....
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Future Outlook
I hope my overall satisfaction will increase after PointClickCare improves their billing process and...
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ROI / Cost
There are charges for every module or every add-on we want, though we don’t have to pay for...
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Functionality and Upgrades
The software is user friendly, and the vendor keeps trying to improve it more than anything else....
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Relationship
One thing I would like to have from the vendor is a contact or a representative. Being able to know...
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Functionality and Upgrades
In the PointClickCare system, it is really easy to get all the data in, but not as easy to get the...
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Interfacing and Integration
We have multiple things we integrate with the product, and things have been fantastic.
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Functionality and Upgrades
The vendor is currently in the process of rolling out some new add-on software options. However, it...
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ROI / Cost
The system has a lot of add-on costs, but those costs aren't unfair or too frequent.
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ROI / Cost
If the vendor comes out with new functionality that is released as a separate, brand-new module,...
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Relationship
PointClickCare is probably careful about what they promise, but I think they work well with us as a...
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Functionality and Upgrades
One big thing that could improve the product is having easier access to the data. We have a lot of...
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Future Outlook
One of the best things is that PointClickCare has the enterprise in mind. They have architected...
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Lessons Learned
Because we move fast with the product's modules, we get exposed to issues with the product. For...
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Future Outlook
PointClickCare is headed in the right direction. They have made good changes to their foundational...
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Future Outlook
We plan to keep PointClickCare and are adding additional modules, so we are continuing to grow our...
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ROI / Cost
PointClickCare's system definitely drives outcomes. The efficiencies within the software give time...
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Implementation and Training
PointClickCare is very user friendly. It is easy to catch on to how to use or add things because the...
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Relationship
When PointClickCare comes out with something new, they usually create customer committees and ask...
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Service and Support
The only negative thing is that I am not a fan of PointClickCare’s support. If I call, I get people...
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Relationship
I have a good relationship with the executives at PointClickCare. I can always reach out, and they...
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Interfacing and Integration
Things have gotten a little better, but PointClickCare still charges us for every little thing....
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Implementation and Training
PointClickCare needs to be more proactive with training for new products and changes to existing...
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Functionality and Upgrades
PointClickCare's system is one of the better EMRs I have used, but it still has issues that the...
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Service and Support
The vendor has made great improvements to their support. PointClickCare asks for our feedback on...
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Technology
I would like for PointClickCare to make the product more styled like an application. That would make...
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Relationship
PointClickCare is ahead of the game. They know our needs and meet all of them. They pretty much tell...
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Service and Support
We have to wait on hold for 30 minutes before we get somebody from the support team, but they can...
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Implementation and Training
When we converted to PointClickCare, we had to hire a third-party person to help us through the...
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Functionality and Upgrades
Some things could be condensed a little, and some things are a little redundant in the product....
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Functionality and Upgrades
The EMR is very hefty and meets a lot of clinical needs. We are pretty accustomed to the system now....
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Interfacing and Integration
The vendor is pretty responsive in terms of integrations. Our company reaches out to the vendor with...
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Functionality and Upgrades
We put information in the product, and the system pulls our A/R, census, and rates. Our census is...
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Service and Support
If the vendor says they are going to deliver something or change something, they do what they say...
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ROI / Cost
The vendor doesn’t avoid charging us for things. There are additional costs, not only for upgrades...
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Other Observations & Comments
The vendor doesn’t really hand down a lot of training. The initial training was excellent. Usually,...
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Functionality and Upgrades
I don’t think we are up-to-date on everything with PointClickCare. We talked to the vendor, and they...
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ROI / Cost
PointClickCare offers nice additions. But when we look at additions, we find out that an addition...
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Interfacing and Integration
Once we figure the system out, it works. I like that the system integrates with other solutions, and...
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Service and Support
PointClickCare is just not helpful. If I try to reach a person to find help with an issue, getting...
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Future Outlook
I thought the transition to PointClickCare would be much smoother than it was. I hope our...
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Functionality and Upgrades
We love PointClickCare. It is very easy to maneuver in the system, and the system is easy to use.
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Functionality and Upgrades
We haven't had any problems with PointClickCare, so it is hard to say whether anything is needed....
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Future Outlook
If the vendor keeps going in the way that they are going, their future is going to be very bright.
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Functionality and Upgrades
I would like to be able to add personalized facility assessments into the system ourselves. The...
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ROI / Cost
PointClickCare is a wonderful company, but they charge us for every little damn thing.
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Service and Support
The vendor’s customer support and the product itself are both wonderful. The product is an...
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Functionality and Upgrades
PointClickCare is constantly upgrading. They are constantly improving.
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Interfacing and Integration
What I enjoy most about the product is that everything flows down from the clinical side to the...
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Implementation and Training
The vendor has online training; if we need help, we can go online and look. The program is wonderful....
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Relationship
The vendor is on top of any new regulation that comes down from the government. That is amazing to me....
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Service and Support
PointClickCare has good support. Everything is done electronically, and if we need something, we can...
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Functionality and Upgrades
I have worked with PointClickCare for my entire career, and I have always loved the product and...
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Relationship
PointClickCare generally moves people around very quickly. On the executive level, PointClickCare...
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Relationship
PointClickCare needs to do a better job overall with engaging their clients so that clients feel...
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Functionality and Upgrades
I have worked with PointClickCare as a partner for many years, and I have recommended the vendor to...
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Implementation and Training
I keep telling my project manager that I wish the vendor's people were available 24/7, especially...
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Relationship
We started with a bare-bones product, and we have had to add to it. That has led to a tremendous...
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Functionality and Upgrades
The system does its job. It is an adequate accounting software.
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Technology
I wish PointClickCare would work in real time. Our results are not active until things are synced,...
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Other Observations & Comments
The main thing PointClickCare does well is that they don't require a lot of training. Everything in...
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Relationship
I also wish the vendor were more proactive with us. We are not treated as partners.
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ROI / Cost
We are nickel-and-dimed to death by PointClickCare. We have to deal with costs on top of costs. We...
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Win/Loss - Why they were selected (by current clients)
We are very focused on increasing our Five-Star Quality Rating. That was the primary reason that we...
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ROI / Cost
There are fees for PointClickCare, but the cost to add something is nowhere near what the cost to...
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Other Observations & Comments
We want to be a leader and take advantage of any functionality that is interoperable with...
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Implementation and Training
The vendor was very proactive during the implementation of PointClickCare. They led us through the...
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Relationship
We have worked with multiple client services managers from the vendor. Maybe that is the way the...
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ROI / Cost
PointClickCare has been an expensive software, but we knew there would be an increase in what we...
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ROI / Cost
Purchasing PointClickCare was a good decision. The system has a lot of interoperability, and that...
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Win/Loss - Why they were selected (by current clients)
We have looked at PointClickCare's solution several times over the last few years. PointClickCare's...
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Service and Support
I don't even mess with the vendor's tier-one support team at PointClickCare anymore when I call in....
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Functionality and Upgrades
The PointClickCare system is very user friendly, and it is easy to configure. The assessments and...
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Implementation and Training
PointClickCare does have very good online training, but their in-person training is really...
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Service and Support
I don’t usually call PointClickCare’s support team; I just submit cases. When I would call, they...
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Functionality and Upgrades
PointClickCare overall is a pretty good application. However, my biggest frustration with the...
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Sales and Contracting
When we first bought PointClickCare’s system, we were under the impression that it would be a great...
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Implementation and Training
It is discouraging that the vendor doesn’t provide the education and availability of new products...
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Service and Support
We have just learned in the past couple of months that we have a support person who is assigned to...
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Implementation and Training
I have a lot of negative thoughts about the system. A lot of our training was very disjointed, and...
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Functionality and Upgrades
We finally understand how the system is programmed to work. If I put in the ICD-10 codes correctly,...
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Functionality and Upgrades
Our billing team found that there were things that the system did not do for them. So the billing...
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Lessons Learned
I would absolutely not buy this product again. At least once a day, somebody mentions how much they...
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Functionality and Upgrades
PointClickCare's system is an awesome, encompassing product. The product is really just a data...
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Service and Support
PointClickCare has pulled out their help desk services. That speaks volumes about how they care...
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Relationship
I have gone to many PointClickCare summits and heard grandiose promises of new things coming down...
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Relationship
Communication with PointClickCare is not good. They do not warn us of any changes that are coming or...
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Other Observations & Comments
PointClickCare is the only system we have found to use for our specialty, and the solution is widely...
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Functionality and Upgrades
PointClickCare doesn’t offer everything we need. It does not support the billing and documentation...
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Technology
PointClickCare's system meets the needs of skilled nursing facilities, independent living...
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Relationship
PointClickCare does respond and speak to us from a service request perspective. It takes a long time...
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Functionality and Upgrades
PointClickCare's system has hundreds of reports, but I would like the capability to download the...
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Implementation and Training
PointClickCare is very efficient when it comes to training. They get a whole team involved.
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Functionality and Upgrades
The solution's financial piece is great. we don't have any issues with it.
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Implementation and Training
When PointClickCare does something new, we will see a big blurb when we log in. The vendor is good...
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ROI / Cost
I do a lot in PointClickCare. Since I audit a lot of the documentation and the assessments, it is...
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ROI / Cost
The charges are fair. PointClickCare charges for the separate modules, but each one that we get is...
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Interfacing and Integration
PointClickCare is wonderful when it comes to integration. It is our other vendors that create the...
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Implementation and Training
PointClickCare was great about training. They were very thorough.
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Functionality and Upgrades
Once the user knows what they are doing, PointClickCare is very easy to use. For people who have...
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Functionality and Upgrades
There are a couple of things that I wish PointClickCare could do that would make things a lot...
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Relationship
PointClickCare has done a great job of communicating and implementing the recent upgrades. That...
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Future Outlook
PointClickCare is doing a lot of great acquisitions, such as with their Harmony and Connect...
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ROI / Cost
Sometimes we must pay for things that we thought were included. I don't like that PointClickCare...
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Relationship
PointClickCare pulled in their senior legal and financial leadership whenever we had a challenge to...
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Functionality and Upgrades
PointClickCare works very well for the needs of the facility. The users are generally happy with the...
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Functionality and Upgrades
My biggest complaint is that PointClickCare doesn't white label all of their modules. If the vendor...
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Relationship
In the time that I have supported PointClickCare, there has only been one significant downtime or...
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Relationship
We have had minimal executive involvement. However, the vendor's executives have come on-site to...
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Implementation and Training
The vendor has a lot of training materials, and there is always access to on-demand videos through...
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Functionality and Upgrades
The vendor is constantly updating, and they send out notifications in advance to communicate the...
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Other Observations & Comments
The one thing that would push the vendor's rating higher would be having summary reports in the...
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ROI / Cost
PointClickCare is fantastic from a pricing perspective. It is hard to criticize the system's value...
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Implementation and Training
The issue with training was that PointClickCare wasn’t doing in-person training because of COVID-19,...
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ROI / Cost
The vendor has moved away from a nuisance-fee model, so they do avoid charging for every little...
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Future Outlook
I believe this solution is part of our long-term plans. I don’t make any decisions, but this is what...
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Service and Support
It is very difficult to get in contact with PointClickCare when we need help. We usually stay on...
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Relationship
PointClickCare does very well with proactive service. They use the dashboard to let us know if there...
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ROI / Cost
PointClickCare has a lot of fees for setup, training, and product implementation. Then they break...
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Service and Support
The support people have been a little slow to respond. The customer service takes longer now than it...
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Functionality and Upgrades
It might just be because I am biased from working with a different system for years, but I feel like...
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Functionality and Upgrades
I like how simple the PointClickCare system is. Another system I used was kind of complicated to put...
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Relationship
During the setup, PointClickCare was a partner, but now they are just an upstairs neighbor that...
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Win/Loss - Why they were selected (by current clients)
We switched to PointClickCare's product so we could have an electronic record, and nursing...
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Future Outlook
We have been unhappy with PointClickCare's solution for a while. We are moving to another vendor's...
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Functionality and Upgrades
The physician documentation in PointClickCare is not user friendly. Essentially, there are large...
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Implementation and Training
There is a test environment, but it is really for training. For example, we recently implemented a...
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ROI / Cost
Virtually every improvement seems to have an additional cost. The vendor is redoing their physician...
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Implementation and Training
There wasn't any on-site training for PointClickCare, so it was very difficult to train our staff....
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Functionality and Upgrades
There are a lot of steps for everything in PointClickCare. We click one thing, then we have to click...
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Service and Support
Sometimes the support is okay and PointClickCare answers right away, but other times the support is...
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Interfacing and Integration
PointClickCare integrates with a lot of other vendors, like our lab and x-ray company, and that...
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Implementation and Training
The implementation resources from PointClickCare were spread out in different locations, and several...
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Win/Loss - Why they were selected (by current clients)
We wanted a system that encompassed all our business lines under one umbrella, so we went with...
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ROI / Cost
If we want something added to PointClickCare, there is usually a whole separate module that we must...
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Lessons Learned
PointClickCare could be configured a little differently to meet our needs better. My organization is...
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Relationship
Once something is on the road map, that thing will happen. However, if PointClickCare says that they...
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Functionality and Upgrades
PointClickCare has come out with new features for their assessments, and those features can be a bit...
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Relationship
I would not replace the PointClickCare solution with any other solution. The vendor is very focused...
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ROI / Cost
PointClickCare is a modular program, so the vendor charges separately for everything. However, the...
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Implementation and Training
The vendor is always there for me whenever I need something during an implementation. Most of the...
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Relationship
The vendor’s support people are always there for whatever I ask. I work with different teams from...
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ROI / Cost
So far, the product has saved us a lot of problems. I would tell everyone that PointClickCare is the...
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Functionality and Upgrades
The vendor has a CCD that we can download, but it has a lot of information, and it is still lacking...
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Interfacing and Integration
We use Carequality, which is a free add-on through PointClickCare where we can access hospital...
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Service and Support
Overall, I love PointClickCare. I am one of their biggest advocates. PointClickCare constantly works...
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Functionality and Upgrades
We used the infection control module for a while but stopped using it after the free trial was over....
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Functionality and Upgrades
There are some things I cannot reconfigure or update. I cannot make the system do what I want it to...
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Functionality and Upgrades
The system is intuitive and easy to use. End users can pick up the system easily. If we hire people...
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Other Observations & Comments
The vendor delivers new technology for a price. They don’t charge for every little thing, but they...
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Relationship
PointClickCare is good. I interact with them when I have issues with the product.
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Functionality and Upgrades
PointClickCare's software meets our needs. We are not using it for billing, but we are using it for...
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Other Observations & Comments
The service plans in PointClickCare's system are okay. I cannot say they are great, but we are using...
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Functionality and Upgrades
I love PointClickCare because of its ease of use. One of the system's biggest strengths is how...
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ROI / Cost
The vendor has a lot of new technology, and I am sure a lot of it is good. However, due to financial...
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Implementation and Training
No one comes in and trains us, but there is a place in the system where we can click to take a class...
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Interfacing and Integration
The vendor has been very good any time we have wanted to integrate.
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Functionality and Upgrades
I don’t even know when PointClickCare upgrades the system. I know they sometimes have shutdowns for...
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Functionality and Upgrades
There are some reports that I would like to be able to run that I can’t. When we want to run our...
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Relationship
The service team at PointClickCare is pretty good at getting back to me right away, but they are...
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Functionality and Upgrades
I am not fully satisfied with PointClickCare's integration. Sometimes, when we click on the system's...
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Functionality and Upgrades
I really like that the PointClickCare system verifies insurance. We can make sure the patients have...
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Functionality and Upgrades
One thing I don’t like about the admin tab is that if we are in the document, we can’t edit the...
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Service and Support
PointClickCare puts communications on our home page. PointClickCare gives us information about when...
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Implementation and Training
When we switched to PointClickCare's system, I got about one day of training. A lot of my knowledge...
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Functionality and Upgrades
PointClickCare tends to serve the skilled nursing market better than other vendors. They offer good...
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ROI / Cost
A few years ago, PointClickCare did a really good marketing campaign and got people to switch over...
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Functionality and Upgrades
I like that we can upload documents in to PointClickCare. I also really like the system's therapy...
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Functionality and Upgrades
PointClickCare's immunizations tab isn't very user friendly. Its order tabs can also be a little...
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Service and Support
The system has had some outages, and it sometimes runs really slowly. There have been a few times...
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Implementation and Training
PointClickCare is really good about their upgrade times. Their upgrades usually happen in the middle...
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Sales and Contracting
The vendor was in the process of developing their Infection Prevention and Control module when...
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Functionality and Upgrades
One of the characteristics of PointClickCare is that we are working at a facility level. But we have...
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Lessons Learned
Before we had the PointClickCare software, we developed our own in-house clinical integrated...
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ROI / Cost
In terms of cost, the vendor gives me some breaks. The tool is expensive, and we pay for a lot, but...
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Relationship
We deal with account managers and sales managers that are very proactive. We have two contact people...
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