Patient Privacy Monitoring
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Subject Expert
Justin Porter
Research Director
Commentary Summary
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User Commentary
Functionality and Upgrades
The Protenus system is easy to understand, and we can filter unnecessary violations. We can go...
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Functionality and Upgrades
There are sometimes issues when we are trying to figure out how to use some of the functionality....
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Service and Support
When we have an issue or problem, getting in touch with someone at Protenus is a little challenging.
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Technology
We have seen an increase in noticing inappropriate access using Protenus' system. With our previous...
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Win/Loss - Why they were selected (by current clients)
We knew going in that Protenus' system was going to do a better job of giving us more specific data...
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Service and Support
One of the problems we had with our previous solution was that we would put in a ticket to get some...
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Service and Support
Even though we had a regular cadence that we were supposed to meet with the person that was giving...
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Functionality and Upgrades
We are able to use the Protenus solution to identify potential inappropriate access to records by...
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Functionality and Upgrades
The Protenus solution is pretty easy to use.
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Relationship
We work very closely with Protenus, and we meet regularly to discuss or resolve any issues that come...
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Relationship
We have had a lot of changes on our end, so Protenus has had to change with us, and the vendor has...
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Future Outlook
Protenus' system is not part of our long-term plans because our new EMR has similar functionality...
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Functionality and Upgrades
One thing that we really like that Protenus has is a throttle, meaning we can expand. The vendor has...
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Technology
HIPAA law requires us to have some processes in place to monitor certain kinds of things. Without an...
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Relationship
We feel confident that if we contact the vendor, they will get back to us. Protenus is very...
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Relationship
While using the Protenus solution, we have been able to identify individuals who were...
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Functionality and Upgrades
There are certain things that the system can't tell us without additional work, so we do get false...
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Functionality and Upgrades
We have seen some glitches here and there with Protenus’ integration. There are other systems that...
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Functionality and Upgrades
We had done a lot of training before we implemented Protenus' system, so it is not like we never...
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Functionality and Upgrades
We do get a few false positives from the system, and those do get better over time, but things could...
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Functionality and Upgrades
I have been in my role for quite a long time and have used a lot of different products for not just...
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Technology
Protenus' tool is pretty fascinating. There is a person scanning things and getting those things...
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Functionality and Upgrades
The product definitely drives outcomes. It isn't cheap, but it fits our needs. The system's...
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Functionality and Upgrades
Protenus primarily uses machine learning for their software, and it has been very valuable for us....
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Service and Support
Protenus definitely keeps their promises, and they have great customer service. Our customer service...
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Technology
There is a slow and steady growth that we see with Protenus. The product is continuously improving,...
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Functionality and Upgrades
There are a few things that we would like to tweak that Protenus has said that they were working on...
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Service and Support
We haven't spoken with the vendor much about their vision, and they haven't communicated much of...
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Functionality and Upgrades
Patient Privacy Monitoring definitely helps us support and implement our policies. The system is...
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Functionality and Upgrades
I like the sophisticated analytics of the product. The product gives us a lot of information in a...
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Functionality and Upgrades
It takes a little bit to get used to some of the navigation functions of the system. Once we know...
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Implementation and Training
I have worked in healthcare for about 30 years and have never seen a software implementation go as...
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Functionality and Upgrades
With Protenus' system, the AI technology is working and has saved us time. The system detects our...
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Interfacing and Integration
We had a hiccup with an integration that was a little delayed, but the vendor worked proactively to...
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Relationship
The vendor allows us to provide feedback. They even have a counsel of their clients where they get...
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Win/Loss - Why they were selected (by current clients)
Protenus' product had AI capabilities, and the vendor showed responsiveness through the sales cycle....
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Other Observations & Comments
Patient Privacy Monitoring does a really good job of catching things, but sometimes, it catches...
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Functionality and Upgrades
As we have matured in our use of the system, our understanding of where the gaps are has increased...
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Future Outlook
We are hopeful that Protenus will fix our issues. We believe in them; they are fabulous and so...
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Functionality and Upgrades
While the ability to determine family-member access and self-access has definitely improved and been...
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Functionality and Upgrades
Protenus’ dashboard reporting tools are very lacking. As we are going through these investigations,...
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Other Observations & Comments
We meet regularly to tell the vendor about the problems we are having, and they will go ahead and...
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Service and Support
The Protenus product itself is amazing, and we would buy it multiple times over. What we are...
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Implementation and Training
Technically, our implementation went as smoothly as silk. But we would complain that there was no...
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Functionality and Upgrades
The Protenus system is fairly easy for the end user. What is cool about the product is that we have...
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Functionality and Upgrades
One thing that was sold to us in theory but didn't come to be is that we thought we could email...
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Functionality and Upgrades
The tool does exactly what it is supposed to. The alerts let us see issues that we would never...
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Relationship
Protenus is reliable and very responsive. They are very good at communicating and being specific...
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Other Observations & Comments
The product doesn't pass any information to other systems. Information comes in but doesn't go out....
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Service and Support
It is a little disappointing that there is no real-time phone support. I understand that because...
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Relationship
When the vendor makes minor tweaks in the user interface, like with drop-down menus or icons, we...
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Implementation and Training
The vendor reaches out to us and announces the various training programs that are coming up, so we...
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Technology
The product's biggest limitation is capacity. The product works as promoted but is limited in terms...
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Technology
The product is fully integrated into our processes. We primarily use the tool for proactive...
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Technology
Because we are a longtime client, our false positive rates are minimal. When we get alerts through...
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Service and Support
We have looked at other vendors over the years, but because of the cost and things like that, we...
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Functionality and Upgrades
The Protenus system is well built. The product is exactly what we needed. It has been able to...
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Functionality and Upgrades
The biggest area that Protenus needs to work on is the product’s reporting and analytics. The...
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Functionality and Upgrades
Protenus offers a master services agreement where in addition to the tool, customers can pay for a...
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Functionality and Upgrades
Protenus helps supplement our auditing processes for HIPAA and security purposes. We have integrated...
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Other Observations & Comments
The product monitors drug utilization and looks for abnormal utilization that is outside the...
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Service and Support
Protenus takes a lead on problems, provides guidance and insights, and initiates healthy...
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ROI / Cost
Protenus’ product has helped us to identify inappropriate access, prompted us to think about our...
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Functionality and Upgrades
Unlike our previous third-party software, Protenus' system does not have the functionalities to be...
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Lessons Learned
We do not have the degree of data we might need to make Protenus' system work to its full potential....
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Interfacing and Integration
The communication between our software solutions is so simple; Protenus' product handles what we use...
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Service and Support
Protenus tells us when an upgrade is going to happen; they have done a fine job of being proactive...
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Service and Support
I am able to send an email to the Protenus help desk team, and they get back to me in a very timely...
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Interfacing and Integration
We just tried integrating a system recently, and we had to cancel the integration because Protenus...
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ROI / Cost
The Protenus system’s artificial intelligence and the alerts it sends us have been time saving. I am...
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Implementation and Training
Our users could have used more training when we onboarded. Protenus gave us thirty minutes, and then...
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Functionality and Upgrades
Patient Privacy Monitoring has improved. There were some issues, but the system is doing much better...
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Functionality and Upgrades
When we went live with Patient Privacy Monitoring, we wanted to see everything that it was...
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Functionality and Upgrades
The product is just so cumbersome. We have over 100 applications that have patient information in...
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Functionality and Upgrades
I would like to be able to export different fields. There is a canned export of data, so we are set...
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ROI / Cost
For specific outcomes, we have identified certain people who have been in records inappropriately,...
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Relationship
We have professional services supporting the product, and having those services is the key to...
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Service and Support
When we worked with our EMR, Protenus' system just wanted to use a particular field as the ID. There...
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Other Observations & Comments
Patient Privacy Monitoring is not a tool that we just set and forget. We really need people that...
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ROI / Cost
We did a load of data and had to go back and pull access by physicians, and it was really easy to...
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Implementation and Training
Protenus has a lot of ongoing education from Webex meetings, blogs written by customers, and the...
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ROI / Cost
Patient Privacy Monitoring has actually caught some questionable access automatically, and that is...
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Interfacing and Integration
The system tells us which accounts to look at. It doesn't just give us a list of 50 accounts and say...
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Service and Support
We have regular calls with Protenus' team, and we are free to ask them questions about things that...
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Relationship
Protenus has a significant customer base. The vendor is helpful when it comes to providing us with...
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ROI / Cost
We have seen an increase in family access and appropriate access. The solution looks at emergency...
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Functionality and Upgrades
We are fully integrated with Protenus' system, and we haven't noticed any workaround issues. The...
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Functionality and Upgrades
We sometimes get false positives from the system, but overall, we are happy with the quality of the...
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Functionality and Upgrades
The product is great at connecting information in a way that makes it fairly obvious when something...
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Relationship
Protenus is good about taking customers' feedback and using it to enhance the system. They always...
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Interfacing and Integration
The integration between Protenus' system and our privacy incident management system wasn't as robust...
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ROI / Cost
Protenus is exceptional at proactively monitoring access and using behavioral analytics and AI....
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ROI / Cost
Before working with Protenus' system, our auditing and monitoring access was reactive. We had to go...
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Implementation and Training
We have been able to do what we have needed to do in Protenus' system with the original training we...
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Service and Support
There are some things that we wish Protenus' system could do better. We have been working with...
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Functionality and Upgrades
We can see that the system is learning, but it doesn't react quickly. It takes a long time and a lot...
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Relationship
There are definitely things coming in the future that are going to make a dramatic difference. The...
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ROI / Cost
Protenus' system is very cost effective compared to other systems that I have used. I really enjoy...
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Functionality and Upgrades
We had a lot of false positives in our prior system, but now with Protenus' system, the violations...
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Future Outlook
It is taking a little while for the artificial intelligence to learn our workflows. The solution is...
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Functionality and Upgrades
Sometimes a case is classified as a false positive or a good catch, but I don’t understand the...
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ROI / Cost
Before Protenus, we had no way to audit things. I would select random patients from the hospital and...
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Future Outlook
We are switching EMRs, and our new EMR has its own auditing software. But the software is more of a...
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Service and Support
The only issues I have had with this system were related to the authenticator we use. The...
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Functionality and Upgrades
I like Protenus' system. It was a little awkward at first until I got used to it, but that happens...
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ROI / Cost
Our employees know that somebody is watching what they are doing, and that is important for...
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Implementation and Training
Protenus' implementation was very quick on their end, and their software integrated well with ours....
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Functionality and Upgrades
Overall, Protenus gives us a great product and great customer service. They delivered a significant...
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Functionality and Upgrades
The system is pretty user friendly. I was able to pick it up in just a few days because it is not...
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ROI / Cost
Overall, the tool is very beneficial. It triggers all the cases for us that could potentially be...
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Functionality and Upgrades
The main thing that bothers me is that I wish there were a button for bulk. There are bulk actions,...
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Functionality and Upgrades
There are a couple of other functions, such as VIP audits, that don't work as Protenus said they...
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Service and Support
Protenus is really easy to contact. It is nice that Protenus talks to other customers and tries to...
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ROI / Cost
From a privacy perspective, I definitely think Protenus Patient Privacy Monitoring is worth our time...
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Relationship
We have regular meetings with Protenus, and they just implemented new training courses that we can...
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Functionality and Upgrades
I wish Protenus had an incident management system for violations unrelated to snooping in a medical...
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ROI / Cost
We pay a flat annual fee. Protenus does not nitpick or charge us for every little thing.
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Functionality and Upgrades
Protenus said they would monitor all access to the EHR, and they do that. The tool also promotes...
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Functionality and Upgrades
When we report a breach to the government, we must include specific information, which is not...
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Interfacing and Integration
Some of our clinics moved to a different EHR, and there was a clean integration with the Protenus...
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Functionality and Upgrades
Some additional reporting functionality would be nice. When I was running certain reports, I was...
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Relationship
We have had great communication with the vendor, and they have been very helpful. It is sometimes...
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Relationship
In terms of ongoing maintenance, each organization is assigned a vendor representative. The person...
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Functionality and Upgrades
The vendor has a pretty good queue in the system for managing cases. I am able to go in and see...
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Implementation and Training
Protenus informs us when something is being updated. When we log in to the system after an upgrade,...
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Functionality and Upgrades
Protenus monitors things for any violations. If there is a violation, we track it separately...
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ROI / Cost
As organizations evolve, their pricing structures evolve to facilitate their business models. We had...
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Implementation and Training
The vendor had a good plan for our implementation, and they followed it. They knew what was needed,...
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Service and Support
We have had things that we have had to continually open with the vendor's support people. Their...
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Relationship
The vendor is great at being proactive, and their executive involvement is good.
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Implementation and Training
The first couple of trainings that we did with the vendor were a bit less helpful than we would have...
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Functionality and Upgrades
Our teams love the solution. It is easy for them to use. We enjoy the system's data analytics and...
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Relationship
We have been with the vendor a long time, and I have a relationship with the leadership team and founders....
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ROI / Cost
Overall, the tool does what it is supposed to do. It has definitely changed our approach to privacy...
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Relationship
We have had to create new processes around the product, and other facilities with our same specialty...
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Relationship
Protenus is a fairly young company, and from that perspective, they are always seeking ways to...
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Functionality and Upgrades
Protenus is a great company, and their privacy monitoring solution is the best out there, at least...
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Functionality and Upgrades
The customer service needs to be more tailored around the individual customer and their needs. For...
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Functionality and Upgrades
There are some data-feed issues with the product. We have been working on some things for months but...
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ROI / Cost
The product achieves the goal of user-activity monitoring and is very easy to use.
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Interfacing and Integration
I wanted to know whether it would be possible for Protenus Patient Privacy Monitoring to integrate...
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Functionality and Upgrades
Overall, the system works well with a few idiosyncrasies that we can easily overlook.
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Other Observations & Comments
The glitches with integration are not solely on the vendor’s part. Sometimes the issues are on our...
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Service and Support
Protenus' customer service people are receptive and responsive, but we can't get settled in with one...
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Relationship
We appreciate Protenus' innovation, events, and leadership in the industry.
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Relationship
We have assigned people from the vendor who meet with us regularly. The meetings are not only for...
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Relationship
All of my experiences with Protenus have been very positive. We have a very strong relationship....
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ROI / Cost
Since the last time we renegotiated the contract with the vendor, there have been no additional charges....
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Functionality and Upgrades
For the most part, Protenus matches a user with an event and determines whether that user and that...
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Functionality and Upgrades
We have thousands of users on our electronic health record system, so the ability to monitor the...
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Functionality and Upgrades
The system doesn’t give us a lot of insight into external things. It could potentially identify a...
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Service and Support
The vendor is continually using their customers' feedback as they update their platform, add...
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Future Outlook
For a certain reason, we won't be able to retain Protenus' system for now, but I am hopeful that...
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ROI / Cost
We love the product. It has made a huge difference in our audits, productivity, and documentation.
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