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Tonic (an R1 Company) Commentary
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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User Commentary

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Analyst/Coordinator

Product

When we built out the system, we could set certain appointment types to trigger certain clinical...

Nov 2023
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Analyst/Coordinator

Product

Our end users are split on whether they like the product. They like the idea that patients can use...

Nov 2023
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Analyst/Coordinator

Product

The vendor is slow to add new things to the system. When we start diving into their tools and...

Nov 2023
||
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Analyst/Coordinator

Loyalty, Product

We have had a lot of challenges and frustrations with the system. Unfortunately, I don't really know...

Nov 2023
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Analyst/Coordinator

Relationship, Operations

The vendor's development team is good at helping us figure out how to set things up and how to get...

Nov 2023
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Analyst/Coordinator

Relationship, Operations

The vendor's team is helpful when we reach out, but sometimes I am unsure whether anyone is working...

Nov 2023
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Analyst/Coordinator

Relationship, Operations

Recently, we got a new project manager at R1, and that person was like night and day compared to our...

Nov 2023
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Analyst/Coordinator

Culture

The system is a big tool. There are parts of it that sold us on it, like an integration with our...

Nov 2023
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Analyst/Coordinator

Product

Our patients have rated the system pretty highly. They like how its screens look, and they like how...

Nov 2023
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VP/Other Executive

Product, Value

Tonic has helped us achieve operational efficiency. We have completed a high number of digital...

Oct 2023
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VP/Other Executive

Product, Value

From a clinical effectiveness perspective, one of our goals was to leverage Tonic to collect...

Oct 2023
||
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VP/Other Executive

Product

We are not using the reporting and analytics tools because R1’s tools are not robust enough or...

Oct 2023
||
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VP/Other Executive

Loyalty, Value

One of our main concerns was that we would drive further inequity by using this platform because...

Oct 2023
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(0)
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VP/Other Executive

Loyalty

The main reason why we chose Tonic was that R1 had partnered with our EMR vendor to integrate Tonic...

Oct 2023
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Analyst/Coordinator

Relationship

When we catch things, R1 can help us. In the past, we had some delays with documents, but R1 worked...

Aug 2023
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Analyst/Coordinator

Relationship

Our current consultant from R1 is helpful. Anytime we suggest something we think might be beneficial...

Aug 2023
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Director

Product, Value

Patients’ charts in Tonic are up front and in our faces now with the patients' medications and...

Aug 2023
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Analyst/Coordinator

Relationship

R1 is super good. Their tech folks are always able to come in for an ad hoc meeting to let us know...

Aug 2023
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Analyst/Coordinator

Value

There are fewer pain points when we use Tonic because we don’t have to scan the patient’s insurance...

Aug 2023
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Analyst/Coordinator

Product, Value

Overall, Tonic is a good application for all organizations that want to streamline the process of...

Aug 2023
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Analyst/Coordinator

Product, Value

Tonic has streamlined the check-in process in terms of data. We can get insurance cards and driver’s...

Aug 2023
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Analyst/Coordinator

Operations, Product

Our end users catch on quickly to Tonic. The vendor did a good job in terms of giving us job aids...

Aug 2023
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Analyst/Coordinator

Relationship, Product

R1 is still working on some glitches in their appointment dashboard for end users. There are a lot...

Aug 2023
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Analyst/Coordinator

Relationship, Operations

We rotate through consultants with R1. We had one person originally who was helpful and answered all...

Aug 2023
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Analyst/Coordinator

Relationship

When we have issues, R1 comes back to fix things promptly. Usually, if we ask for something that is...

Aug 2023
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Director

Product

There are a few tweaks in Tonic that we would like to make for our patients and staff. One is the...

Aug 2023
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Director

Loyalty, Relationship

R1 has a nice road map for the next year, so we know what is coming, and if we do ask for something,...

Aug 2023
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Director

Relationship

I would like to see more ongoing follow-up from R1 after implementations, like having somebody make...

Aug 2023
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Director

Operations

R1 did a great job of implementing Tonic. R1 has been really great at getting our problems solved....

Aug 2023
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Director

Operations

The upgrades for Tonic are a little sketchy for us. R1 is getting bigger, and we are getting a...

Aug 2023
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Director

Relationship, Product

We are going through a patient access uplift with our EMR, and there have been hiccups, but it is...

Aug 2023
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Director

Product

Tonic would be better if they had the report feature up to speed so we could access who is using the...

Aug 2023
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Director

Operations

R1 did a great job in the beginning with training, but now, we struggle to get some things that we...

Aug 2023
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Analyst/Coordinator

Value

When we refresh our nonproduction domains to make them current with the production domains, R1...

Aug 2023
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Analyst/Coordinator

Operations

R1 could have done better with their training, partly because a lot of what the training consisted...

Aug 2023
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Analyst/Coordinator

Product

R1 has an average product. There are some kind of catchy, kitschy, little things things in the...

Aug 2023
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Analyst/Coordinator

Relationship

The vendor doesn’t keep all their promises. That has manifested as the vendor telling us that they...

Aug 2023
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Analyst/Coordinator

Loyalty, Product

As far as delivering technology goes, R1 is playing catch-up most of the time. As far as ease of use...

Aug 2023
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Analyst/Coordinator

Product, Value

The outcome of the product is that we see a bit of improvement in the time that it takes to check a...

Aug 2023
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Analyst/Coordinator

Loyalty, Product

Overall, Tonic is pretty much accomplishing what we set out to do. It is not an enterprise-level...

Aug 2023
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Analyst/Coordinator

Relationship, Product

Sometimes the vendor’s code updates don't accomplish anything. They might have one or two things...

Aug 2023
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Analyst/Coordinator

Product

R1’s reports are not as user friendly or as valuable to us on our end as they should be. We are not...

Aug 2023
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Analyst/Coordinator

Relationship

R1’s support staff is excellent. They are tied to what they can do. Sometimes the support team is a...

Aug 2023
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Analyst/Coordinator

Relationship, Product

R1 is about average in terms of their proactivity. I know we have had a few occasions where we have...

Aug 2023
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Analyst/Coordinator

Loyalty

Tonic has an interface with our EMR, and R1 uses standard HL7 messages and the FHIR API, so some of...

Aug 2023
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Director

Relationship, Relationship

R1 has been great with communicating that they are working on their timelines, road maps,...

Aug 2023
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(0)
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Director

Relationship, Relationship, Product, Product

There is some delay in working with the vendor to identify what we need. R1 says they have to focus...

Aug 2023
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Director

Product, Product

The solution is definitely patient friendly. On our end, we try to make sure that we work with our...

Aug 2023
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Director

Product, Value

The system has reduced time for our office assistant and medical assistant. We did see an increase...

Jul 2023
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Director

Loyalty, Product, Value

The benefit we get from the system is the integration with the EMR, but in the time that has elapsed...

Jul 2023
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(0)
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Director

Loyalty, Relationship, Operations

We struggled with the system's stability shortly after the go-live, but R1 addressed that issue,...

Jul 2023
||
(0)
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Director

Operations

R1 did a good job on the implementation, even when something wasn't right. They listened and had a...

Jul 2023
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Director

Operations

R1 did a lot of the build and a lot of the training, but I have been part of other models that have...

Jul 2023
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(0)
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Director

Relationship

R1’s customer support team does not understand our specific workflow, so it is sometimes hard to...

Jul 2023
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(0)
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Director

Value

The system is pricey and has taken a lot of our time. We are not seeing more appointments right now....

Jul 2023
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(0)
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Manager

Loyalty

I would love for Tonic to be part of our long-term plans. Our challenge is that we have a new EMR...

Jul 2023
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(0)
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Manager

Relationship

I love R1. They are a great company. Everyone I have interfaced with has always stood behind the...

Jul 2023
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(0)
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Manager

Product

Like any other vendor, R1 could do some things to improve the product. I see room for improvement in...

Jul 2023
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(0)
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Manager

Product

The product has definitely been a patient satisfier. Overall, the ease of use has been good. I don't...

Jul 2023
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(0)
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Manager

Value

One thing that I think is important is that Tonic is a time-saver for our staff and patients. I...

Jul 2023
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(0)
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Analyst/Coordinator

Product

There are a few opportunities for improvement with Tonic. For example, the reporting capabilities...

Jun 2023
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(0)
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Analyst/Coordinator

Product, Value

The ease of use for our patients and staff is a strength of the product. Tonic has helped with our...

Jun 2023
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(0)
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Analyst/Coordinator

Relationship

R1’s support team is really good. They are very proactive. We have a project manager assigned to us,...

Jun 2023
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(0)
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Analyst/Coordinator

Loyalty

We have been really happy with R1. If we were staying on our current EMR, we would stay with them....

Jun 2023
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(0)
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Director

Product, Value

We have achieved a lot of outcomes from using this solution because we have used it in many...

Jun 2023
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(0)
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Director

Relationship

The vendor is pretty good at resolving concerns.

Jun 2023
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(0)
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Director

Product

The pain point in the product is exporting results. The product exports a CSV file automatically...

Jun 2023
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(0)
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Director

Operations, Product

Creating a new survey in the product is fast because the design is user friendly. The standard...

Jun 2023
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(0)
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Manager

Product

R1 originally didn't have hospital facilities under their belt, only physician offices and small...

Jun 2023
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(0)
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Manager

Product, Value

When it comes to the technology in the product, we have a lot of great feedback from patients. They...

Jun 2023
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(0)
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Manager

Relationship

R1 worked with us to help us with our process for preadmission accounts. If someone is preadmitted...

Jun 2023
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(0)
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Manager

Loyalty, Product

One of the issues we are facing right now is that we are trying to reevaluate and consolidate...

Jun 2023
||
(0)
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Analyst/Coordinator

Product

The biggest problem with the system is when we have to perform a back load of appointments, and we...

Jun 2023
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(0)
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Analyst/Coordinator

Product

The system isn't perfect the way it is delivered, but it does get there. It has never been down or...

Jun 2023
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(0)
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Manager

Value

Tonic has been super helpful for us in terms of some of our quality metrics. We have noticed...

Jun 2023
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Manager

Operations

It seems like we have to ask for things if we want training. R1 is willing, but they never provided...

Jun 2023
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(0)
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Manager

Relationship

The top-level executive assigned to our account can be very difficult to get ahold of, even when we...

Jun 2023
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(0)
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Manager

Operations, Product

Tonic, as a standalone platform, is not necessarily limited in functionality. However, it is...

Jun 2023
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(0)
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Analyst/Coordinator

Product

The solution is unique and requires a lot of manual input and triggers. The integration process with...

Jun 2023
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Analyst/Coordinator

Relationship

The vendor has been good in terms of communicating and managing expectations. They haven’t ever...

Jun 2023
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(0)
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Analyst/Coordinator

Relationship, Operations

The one place where R1 really stands out from everyone else is their level of service. If we have an...

Jun 2023
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(0)
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Analyst/Coordinator

Operations

R1 has a train-the-trainer model, and I disagree with that when we are engaging as many end users as...

Jun 2023
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(0)
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Manager

Product

Tonic is a cloud-based product, and R1 gives all of their clients the same version and upgrades them...

Jun 2023
||
(0)
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Manager

Operations

R1 doesn't really provide any kind of specific training as they update their software. It is up to...

Jun 2023
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(0)
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Manager

Product

The frustration we feel surrounding the product isn't because of Tonic’s flexibility; it is because...

Jun 2023
||
(0)
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Manager

Product, Value

Tonic allows us to send appointment reminders to our patients via text or email. While it allows us...

Jun 2023
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Manager

Relationship, Product

R1’s reporting tools are kind of rudimentary. The main dashboard has been lacking, but they put in a...

Jun 2023
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Manager

Relationship

R1’s support team is great. They have assigned dedicated staff so that there is consistency in...

Jun 2023
||
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Manager

Product

We like the ability for patients to update, verify, and provide their preregistration information...

Jun 2023
||
(0)
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Manager

Value

We did not anticipate the budget change or the additional costs that R1 brought forward. Our...

Jun 2023
||
(0)
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Manager

Product

I would like to see an additional focus on administrative tools and reporting tools so that system...

Jun 2023
||
(0)
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Manager

Relationship, Product

With R1, we were able to create a process for verbal consent. We sometimes work with children, and...

Jun 2023
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(0)
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Manager

Product

The operability of the product’s dashboard for reporting is not optimal and has to get better....

Jun 2023
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(0)
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Manager

Product

Patients with Android phones have a terrible experience with Tonic. We have been trying to help the...

Jun 2023
||
(0)
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Manager

Relationship, Product

In our region, we have a lot of people with two last names, and Tonic sometimes cannot recognize...

Jun 2023
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(0)
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Manager

Product, Value

We have positive outcomes; our patient access staff has reduced the time it takes to complete their...

Jun 2023
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(0)
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Manager

Relationship

The vendor is very accommodating. If there are any issues, they work with our team. They stay on...

Jun 2023
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(0)
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Manager

Operations

R1 does in-service or maintenance training with our analysts to make sure they know how to make...

Jun 2023
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(0)
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Manager

Relationship

We have had questions come up, and R1’s integration engineers have told us our thoughts are good...

Jun 2023
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(0)
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Manager

Relationship

R1's support is good, but we have to go through our EMR, and that is not good because of how we have...

Jun 2023
||
(0)
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Manager

Relationship, Operations

R1 takes the time to listen, and even though they have a transition to operations in their...

Jun 2023
||
(0)
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Manager

Product, Product

I would like to see a bit more finite data from Tonic, specifically because we have an institution...

Jun 2023
||
(0)
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Manager

Operations, Operations

The vendor’s training was very surface level. Granted, another group technically owns most of our...

Jun 2023
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(0)
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Manager

Product, Product, Value, Value

Our patients are having a hard time adapting at the moment. The product is helping with our check-in...

Jun 2023
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(0)
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Manager

Relationship, Relationship, Product, Product

R1 didn’t account for how many patients we see. We have a lot of reports of the product crashing,...

Jun 2023
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(0)
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Manager

Relationship, Relationship

We would like the vendor to be more proactive because we are not dealing with the group that built...

Jun 2023
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(0)
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Manager

Operations, Operations

I liked R1’s project build. It was so easy to follow and update, and the coordination of the project...

Jun 2023
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(0)
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Analyst/Coordinator

Operations, Product

I have had many struggles with making the product work for my organization. We have had to implement...

Jun 2023
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(0)
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Analyst/Coordinator

Relationship

When we ask the vendor for help, they are very helpful. They are more than willing to set up...

Jun 2023
||
(0)
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Analyst/Coordinator

Culture, Operations, Value

In the beginning, the vendor essentially sent us some videos, and that was it. The product is a...

Jun 2023
||
(0)
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Analyst/Coordinator

Relationship

I need to give R1 credit for continually working to improve their product. They do a very good job...

Jun 2023
||
(0)
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Analyst/Coordinator

Product

The system's functionality is great when it works, but the system has had some downtime recently.

Jun 2023
||
(0)
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Analyst/Coordinator

Relationship

When there is an issue, we have to go through our EMR vendor for support. However, if we have a...

Jun 2023
||
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Product, Value

Tonic has benefited our clinics at times and has helped expedite the check-in process by getting rid...

Jun 2023
||
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Operations

The training process was a very brief handoff conversation that occurred. There could definitely be...

Jun 2023
||
(0)
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Product, Value

We have definitely had our fair share of challenges with Tonic. With applications being hosted with...

Jun 2023
||
(0)
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Director

Product, Value

The main outcome of using the system is a reduction in the duplication of effort among the patients...

Jun 2023
||
(0)
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Director

Relationship

R1’s communication is phenomenal. Most of the vendor's team members have amazing responsiveness. I...

Jun 2023
||
(0)
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Director

Operations

When we first started our journey with the system, we felt like it was in its infancy. I thought it...

Jun 2023
||
(0)
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Director

Relationship, Operations, Product

There have been some system stability issues and interface issues with the system. Typically, the...

Jun 2023
||
(0)
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Product

There are opportunities for improvement in terms of how we rolled our patient texting platform out....

Jun 2023
||
(0)
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Relationship

Sometimes deliverables are a little slower from R1, but R1 is engaged and works with us.

Jun 2023
||
(0)
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Director

Product

One area of opportunity for R1 is their out-of-the-box reporting. I don't feel like the data is...

Jun 2023
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Director

Product

We wanted to use R1's system for a certain use case, so in order to try to speed things up from a...

Jun 2023
||
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Director

Product

The solution is definitely patient friendly. On our end, we try to make sure that we work with our...

May 2023
||
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Director

Relationship

R1 has been great with communicating that they are working on their timelines, road maps,...

May 2023
||
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Director

Relationship, Product

There is some delay in working with the vendor to identify what we need. R1 says they have to focus...

May 2023
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Director

Product

We definitely want to be able to offer the system in other languages, but Tonic doesn't have a way...

May 2023
||
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Director

Operations

R1 is very detailed oriented when it comes to training. They go step by step and make sure that we...

May 2023
||
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Director

Culture, Value

We try to make sure that we are not asking for anything new or unexpected from R1, but they are good...

May 2023
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Director

Product

We have two EHRs, and that is such a hurdle for the discrete mapping that we do. We encounter...

May 2023
||
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Director

Product

For our patients and family, there are some concerns with some sections, like the medication or the...

May 2023
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