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Patient Engagement Platform Commentary
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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Featured  Reports

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
View Report
Patient Communications Landscape 2022: Leveraging Communication Tools to Drive Outcomes
View Report
Patient Perspectives on Patient Engagement Technology 2022: Identifying Opportunities to Align Patient, Organization, and Vendor Priorities
View Report

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Commentary Summary

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User Commentary

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Director

Value

Relatient has not charged us for certain things they normally charge for because we have been...

Apr 2024
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Director

Relationship

Relatient’s biggest strength is customer service. They are really great to work with. With a change...

Apr 2024
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Director

Product

The users are really happy with the way that they can change messages on the fly if there is...

Apr 2024
||
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Director

Relationship

Relatient’s web support team is overseas, so they do not have the same business hours we do. It is...

Feb 2024
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Director

Product

Right now, Patient Engagement Platform doesn't have the ability to take payments, so we would like...

Feb 2024
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Analyst/Coordinator

Product

I wish Relatient had more integrated solutions. It would be helpful to have an integrated chat that...

Feb 2024
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Analyst/Coordinator

Product

The product serves well for appointment reminders, but we are limited by the number of characters we...

Feb 2024
||
(0)
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Manager

Relationship, Product, Value

The benefit of the platform is that Relatient takes care of all the communications and deals with...

Jan 2024
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(0)
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Manager

Product

The only challenge in using the Relatient platform is that the Epic side has its own communication...

Jan 2024
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(0)
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Director

Product

We would like to have Relatient improve their patient self-scheduling module because it is still...

Jan 2024
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Director

Relationship

I have regular meetings with Relatient, and their customer success folks are very receptive and...

Jan 2024
||
(0)
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Director

Relationship

Relatient is a far smaller company than others we work with, so they are able to make the changes...

Jan 2024
||
(0)
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Director

Relationship, Operations

I would strongly encourage Relatient to have a user group meeting because then people out on the...

Jan 2024
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(0)
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Manager

Product

Our end users don't like Patient Engagement Platform. That is pretty much what we hear. The fact...

Jan 2024
||
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Manager

Culture, Relationship

The vendor does what they say they are going to do, but they don't do anything more than that, and...

Jan 2024
||
(0)
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Manager

Operations

When Relatient implemented new features, we didn't even know about some of them. The features just...

Jan 2024
||
(0)
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Manager

Relationship

We often end up calling the vendor to tell them their system is broken. There isn't proactive...

Jan 2024
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Manager

Relationship

For a while, we were complaining a lot. We were getting some executive involvement, but that has...

Jan 2024
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Manager

Loyalty, Value

The product is cost effective but not great. It is not a horrible deal, but it barely does what we...

Jan 2024
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(0)
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CEO/President

Product

We have a lot of restrictions for patient self-scheduling with Patient Engagement Platform. For new...

Jan 2024
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(0)
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CEO/President

Loyalty, Value

Relatient is not part of our long-term plans. We don't truly utilize all of the product's...

Jan 2024
||
(0)
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CEO/President

Relationship

Relatient has not been a partner. We were late for a deadline, and nobody from Relatient reached...

Jan 2024
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(0)
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CEO/President

Value

Since we have gone live with Patient Engagement Platform, our usage rate both from our staff and...

Jan 2024
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(0)
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CEO/President

Relationship, Operations

I can't remember Relatient ever reaching out for anything proactively after the go-live. Even when I...

Jan 2024
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Director

Product

I don't think that Relatient supports interoperability. I'm not sure that the application is...

Jan 2024
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(0)
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Director

Relationship

In my mind, I have two vendors. One of them has regular meetings with us, and we have a...

Jan 2024
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(0)
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Director

Relationship, Product

Relatient does our reminders. They do email reminders, text-based reminders, and phone reminders....

Jan 2024
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(0)
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Director

Relationship

Relatient would benefit by assigning representatives to their customers and making sure that their...

Jan 2024
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(0)
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Director

Relationship, Product

Things are not often customizable within the platform, and the result is that the platform ends up...

Jan 2024
||
(0)
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Director

Relationship

We can write an email to the vendor's support people. I don't know whether the vendor has phone...

Jan 2024
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(0)
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Director

Operations, Product

Things are going fairly well with Relatient's product. When I have used it, it has been fine. We...

Nov 2023
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(0)
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Director

Relationship

Our patients sometimes get frustrated, and I have talked to Relatient for support help to try and...

Nov 2023
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(0)
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Director

Operations, Product

The admin side could be better with setting up employees and sending messages because if something...

Nov 2023
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(0)
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Director

Relationship

The vendor used to have somebody that we could call, and they no longer have that. Our only option...

Nov 2023
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(0)
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Director

Product

I really like how the system has algorithms. So if a patient replies a certain number of days out,...

Nov 2023
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Manager

Value

The questions in the product aren't great, so if users are trying to schedule on our website, our...

Nov 2023
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(0)
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Manager

Loyalty, Relationship

The product is part of our long-term plans because it is standard for our health system. If the...

Nov 2023
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Manager

Operations

The system's implementation wasn't terrible, and Relatient will update us when they have rollouts...

Nov 2023
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(0)
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Manager

Loyalty, Operations, Product

Relatient does a good job of integrating their system with our EHR. The transition between...

Nov 2023
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(0)
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Manager

Product, Value

We have had trouble with the way our staff members use the system. We tell our schedulers that all...

Nov 2023
||
(0)
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Manager

Product

The vendor needs to improve some of the things they offer. For example, their waiting list doesn't...

Nov 2023
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(0)
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Manager

Product

I wish the product could notice slots that open up the day before an appointment and work on filling...

Nov 2023
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(0)
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Manager

Relationship

We have been trying to get all of our patients to be able to self-schedule so that we can increase...

Nov 2023
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Manager

Product

I would recommend the product for provider preferences because there aren't a lot of similar...

Nov 2023
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(0)
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Director

Product

The system isn't difficult to use. Some of the set up necessary on its backend is a bit of a mess...

Oct 2023
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(0)
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Director

Product

I think Patient Engagement Platform is a good tool. However, we aren't able to set up our own...

Oct 2023
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(0)
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Director

Loyalty, Product, Value

The product probably has options that would meet our current needs, but unfortunately, there are...

Oct 2023
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(0)
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Director

Product, Value

Relatient's system helps us send out mass messages to patients about things like COVID-19 vaccines,...

Oct 2023
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(0)
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Director

Product, Value

As we have used Relatient's system for appointment reminders, we have definitely noticed a huge...

Oct 2023
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(0)
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Director

Relationship

Relatient no longer sends out communications. We just have to call them.

Oct 2023
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(0)
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Director

Relationship

My biggest complaint is that there is a lot of turnover with Relatient. It is hard to figure out who...

Oct 2023
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(0)
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Director

Relationship

Once we find the right people in Relatient, they help us. They bend over backwards. If I were to...

Oct 2023
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(0)
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COO

Operations

Relatient offers a pretty simple product, but we also didn't get a huge amount of training. We had...

Oct 2023
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(0)
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COO

Relationship

I have no contact with the vendor at all other than with the support team. I tried to make a...

Oct 2023
||
(0)
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COO

Product

Relatient's product makes it easy to communicate with patients. One of my favorite features is that...

Oct 2023
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(0)
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COO

Relationship, Product

It is very easy to send out broad communication to all of the product users and a selection of those...

Oct 2023
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(0)
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Analyst/Coordinator

Loyalty

Our EMR vendor has a partnership with another patient engagement company, so we are migrating to...

Oct 2023
||
(0)
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Analyst/Coordinator

Product

Relatient's system has been pretty solid all around when issues have come up with adding new...

Oct 2023
||
(0)
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Analyst/Coordinator

Operations

When we first started with Relatient, they had a guide that was basically like a template for new...

Oct 2023
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(0)
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Analyst/Coordinator

Relationship, Product

When we report an issue, it will get resolved pretty quickly. However, more recently, that time...

Oct 2023
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(0)
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Analyst/Coordinator

Product

Patient Engagement Platform is a fantastic product. It is really easy for our group to troubleshoot...

Oct 2023
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(0)
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VP/Other Executive

Relationship

The biggest reason I like Relatient is their customer service. Relatient is very responsive and...

Oct 2023
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(0)
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VP/Other Executive

Value

Relatient's platform has greatly reduced our no-show rate. We are under the national benchmark now....

Oct 2023
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(0)
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VP/Other Executive

Relationship, Product

I don’t think there is anything I would do differently with Relatient other than ask Epic to partner...

Oct 2023
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(0)
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VP/Other Executive

Loyalty, Value

We are looking at a new product for patient engagement. If we go with that, then we would have to...

Oct 2023
||
(0)
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Manager

Relationship

Relatient is a great company, and I have no complaints.

Aug 2023
||
(0)
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VP/Other Executive

Loyalty

We were looking to find something better than Relatient's product. The vendor decided they were...

Aug 2023
||
(0)
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VP/Other Executive

Culture

The part of the system that we were using worked well. Relatient's product does what it was supposed...

Aug 2023
||
(0)
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VP/Other Executive

Culture

Relatient has already been replaced. The vendor was going to make me put in a new request at the...

Aug 2023
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(0)
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VP/Other Executive

Product

If someone has a home number in our EMR, that will transfer over to a cell number in Relatient, and...

Jul 2023
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(0)
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VP/Other Executive

Value

Relatient’s pricing is good. It is very appropriate pricing.

Jul 2023
||
(0)
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VP/Other Executive

Operations

There is really not much training that the vendor provides. Once the solution is implemented, it is...

Jul 2023
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(0)
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VP/Other Executive

Loyalty

Relatient is not putting money into their research and development to integrate with all EMRs....

Jul 2023
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(0)
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VP/Other Executive

Relationship, Product

We can pull up reports easily. If someone says a patient didn’t get a call, we can very quickly go...

Jul 2023
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(0)
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VP/Other Executive

Product, Value

When there are emails that go out to the patients, the link goes to our patient portal and the...

Jul 2023
||
(0)
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VP/Other Executive

Relationship

If Relatient truly had a vision, then they would be reaching out to us with new product development...

Jul 2023
||
(0)
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VP/Other Executive

Relationship

When we ask for things, the vendor won't make changes that are going to affect their software, or...

Jul 2023
||
(0)
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VP/Other Executive

Loyalty

We are looking for another more robust solution with online scheduling, but we are currently with...

Jul 2023
||
(0)
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VP/Other Executive

Relationship

Relatient’s customer support team is not very good. We have a very difficult time reaching directly...

Jul 2023
||
(0)
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VP/Other Executive

Product, Value

The one good part of Relatient’s solution is the text-to-pay functionality. At first, we were...

Jul 2023
||
(0)
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Manager

Loyalty, Relationship

We are kind of scaling back what we use Relatient's product for now. We have had trouble with some...

Jul 2023
||
(0)
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Manager

Relationship

We would like to see better support. There are a lot of times when we have to go through the support...

Jul 2023
||
(0)
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Manager

Loyalty, Product

With the product, the actual integration and things that we use have gotten better. I think the...

Jul 2023
||
(0)
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Manager

Product

Patients have to have an appointment so we can start text messages with them through the platform.

Jul 2023
||
(0)
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Manager

Loyalty

We are going to a whole new electronic medical record with the same functionalities we get from...

Jul 2023
||
(0)
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Manager

Relationship

Relatient needs some better technical support to understand clinical practices and realistic...

Jul 2023
||
(0)
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Manager

Relationship

We have talked to Relatient about fixing a few things, and those still haven't been fixed. Sometimes...

Jul 2023
||
(0)
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Manager

Operations

The system is relatively easy, and the implementation went pretty well. I was extremely satisfied....

Jul 2023
||
(0)
 Thank you  Helpful

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Manager

Operations

We have had some problems with the initial and ongoing training. In the beginning, we had problems...

Jul 2023
||
(0)
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Manager

Relationship

Relatient wants to be proactive. However, their proactiveness hasn't been great. When we meet with...

Jul 2023
||
(0)
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Manager

Relationship, Value

I wouldn't highly recommend Relatient. I would tell a small company that is just starting out to...

Jul 2023
||
(0)
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Manager

Product

The system's links can sometimes be rather confusing for patients. If a patient has multiple...

Jul 2023
||
(0)
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Director

Relationship

If Relatient notices that a provider wasn't added to their database correctly, they will call us and...

May 2023
||
(0)
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Director

Relationship

I recommend Relatient's system to all of our peers. Everyone is very happy with the system. When...

May 2023
||
(0)
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Director

Loyalty

I keep a list of products and services to recommend to others, and not every vendor ends up on that...

May 2023
||
(0)
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Director

Product, Value

Relatient is great because their system helps reduce our number of missed appointments. The system...

May 2023
||
(0)
 Thank you  Helpful

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Director

Operations

Relatient did our initial training in the beginning, and that was great. The vendor doesn't do a lot...

May 2023
||
(0)
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Director

Product

In a single office, the system probably works great. We have offices all over the place, so things...

May 2023
||
(0)
 Thank you  Helpful

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Director

Loyalty, Product

Relatient has a new tool, but in the version we have, I have no way to forward the patient’s...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations

We don't get training to be honest. We get alerts if anything.

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Product

The product has a broadcast feature that we are excited about because we want to be able to send out...

May 2023
||
(0)
 Thank you  Helpful

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Director

Relationship

There are a lot of things that we have proposed to Relatient, but those haven’t come, even years later....

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Value

We went with Relatient because we needed to get a virtual waiting room, and Relatient's platform was...

May 2023
||
(0)
 Thank you  Helpful

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Director

Operations

The vendor’s implementations are slowing down. I get told about resources or people changing on our...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty

Recently, we wanted to add an eRegistration functionality. When we saw the functionality, we knew it...

May 2023
||
(0)
 Thank you  Helpful

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Analyst/Coordinator

Operations, Product

The product is not hard to use; it is just sometimes hard to know what we are looking for unless we...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship, Value

Patient engagement products all work about the same. I don't think any product is better than...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship

Relatient doesn’t keep all of their promises. They just underwent a pretty large upheaval to their...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Operations

Once the system has been implemented, it is good to go. Once it is live, it is pretty much...

Apr 2023
||
(0)
 Thank you  Helpful

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View All Articles
Related Articles
Article
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Finding a One-Stop Shop in Patient Engagement Platforms
19 March 21    |   Adam Cherrington and Dan Czech
The focus of the Patient Engagement Platforms 2020 report is which vendors are capable of providing a one-stop shop solution for patient engagement.
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Patient Communications Landscape 2022
30 June 22    |   Adam Cherrington and Dan Czech
As patients’ expectations have evolved and provider organizations’ technology has matured, the need for quick, easy, ongoing patient/provider communication has become even more prevalent. It is often no longer sufficient to merely push communications to patients (e.g., appointment reminders). This study examines and defines the current landscape of patient communications solutions—including how they are used; how easy they are to set up, customize, and use on an ongoing basis; and what outcomes they are helping organizations to achieve.
Perception
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Patient Perspectives on Patient Engagement Technology 2022
26 May 22    |   Adam Cherrington and Dan Czech
The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective , we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.
Perception
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Digital Front Door 2021
28 September 21    |   Adam Cherrington and Dan Czech
Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.



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