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Tonic an R1 Company
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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

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
||
(0)
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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
||
(0)
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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
||
(0)
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Director

Relationship, Relationship

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

Aug 2023
||
(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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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
||
(0)
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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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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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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
||
(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
||
(0)
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Analyst/Coordinator

Product

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

Jun 2023
||
(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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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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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
||
(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
||
(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
||
(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
||
(0)
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Manager

Product

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

Jun 2023
||
(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
||
(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
||
(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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Manager

Value

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

Jun 2023
||
(0)
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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
||
(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
||
(0)
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Manager

Operations, Product

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

Jun 2023
||
(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
||
(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
||
(0)
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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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(0)
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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
||
(0)
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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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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Manager

Loyalty, Product

The solution is fairly simple. We haven't had many issues with it. Our patients fill out surveys...

Jan 2023
||
(0)
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Manager

Loyalty

Our organization is trying to get more fully integrated with Cerner and to have fewer bolt-on...

Jan 2023
||
(0)
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Manager

Relationship

The vendor is pretty good at helping us when we request a fix for something in the system, and their...

Jan 2023
||
(0)
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Manager

Loyalty, Relationship, Product

Right now, the system is working. It has some enhanced features that we are aware of. Cerner has...

Jan 2023
||
(0)
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Manager

Culture

The vendor's salespeople were involved when we deployed the system, but after that, we fell off...

Jan 2023
||
(0)
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Manager

Operations, Product

The system is pretty solid. We haven't had any problems with it. We kind of just set the system up...

Jan 2023
||
(0)
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Manager

Relationship

We haven't received much engagement from the vendor's people for quite some time. We have to reach...

Jan 2023
||
(0)
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Manager

Culture, Value

The vendor charged us to implement a new interface, but we expected that. We paid a set cost, and...

Jan 2023
||
(0)
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Manager

Operations

The vendor did a really good job with the system's original training. They had people on-site, and...

Jan 2023
||
(0)
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Manager

Relationship, Operations, Value

If we were to make a recommendation to the vendor, we would tell them to reach out to their...

Jan 2023
||
(0)
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VP/Other Executive

Product

In terms of Tonic’s ability to automatically ask patients questions, the product is just a very...

Dec 2022
||
(0)
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VP/Other Executive

Culture

I don't think it was made clear in the contracting process that there were going to be charges to...

Dec 2022
||
(0)
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VP/Other Executive

Loyalty

Tonic is our digital intake platform. Tonic also delivers our reminders. One challenge we have is...

Dec 2022
||
(0)
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VP/Other Executive

Loyalty

We are going to deliver reminders through another platform, and there is integration between that...

Dec 2022
||
(0)
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VP/Other Executive

Relationship, Product

The product has generally been performing pretty well. When we do things, we do things big. We...

Dec 2022
||
(0)
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Patient Experience Improvement 2021
02 December 21    |   Adam Cherrington, Ciera Walker and Tyler Sycamore
Provider organizations’ efforts to improve the patient experience have typically relied on standardized, retrospective benchmarking data (predominantly from the CMS-regulated CAHPS survey). However, to really amplify the voice of the patient and meet the rising demands of healthcare consumerism, organizations also need customizable tools that allow them to respond to patient feedback in real time and quickly identify service-recovery options. This report examines the opportunity that exists for the industry to augment a CAHPS-centric approach with more customizable capabilities.
Performance
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Patient Intake Management 2020
10 November 20    |   Aaron Gleave and Alex McIntosh
Patient intake is a critical part of any ambulatory practice. In the era of COVID-19, technology solutions in this area have become more important than ever to help maintain social distancing protocols, screen patients for self-reported COVID-19 risk factors and symptoms, reduce patient/staff contact, and give patients a safe, convenient experience. Patient intake management solutions have continually evolved to meet organizations’ needs, with many new vendors gaining market share and more longstanding vendors expanding on the functionalities they offer.



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