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Patient Engagement Platform Commentary
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Adam Cherrington
VP of Engagement
KLAS VP of Engagement - 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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User Commentary

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COO

Relationship

Relatient’s team is sparse, and it is hard to get ahold of somebody. That is the only complaint I...

Dec 2024
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(0)
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COO

Product

The setup for Patient Engagement Platform is difficult. There isn't a lot of admin capability, and...

Dec 2024
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COO

Loyalty, Product

I would like to get away from Patient Engagement Platform. The solution has pretty simple...

Dec 2024
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(0)
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COO

Product

For everyday use, Patient Engagement Platform is fine. The solution just works, and we don't have...

Dec 2024
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(0)
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Director

Product

I haven't given anyone else access to Patient Engagement Platform simply because we have so many...

Nov 2024
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(0)
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Director

Loyalty

We used the product previously with our old EMR for several years. Then our EMR came out with a...

Nov 2024
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(0)
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Director

Relationship

Modernizing Medicine doesn't let us interact with Relatient directly anymore. Before we moved to...

Nov 2024
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(0)
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Director

Product, Value

Patient Engagement Platform probably has other features that we haven't even tapped into. We mostly...

Nov 2024
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(0)
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Director

Operations

Relatient does a great job. I appreciate them. I did some training with the vendor in the past when...

Nov 2024
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(0)
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Director

Operations, Product

I would like to have the ability to text back and forth with patients. It isn't really fair for me...

Nov 2024
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(0)
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Manager

Culture, Loyalty, Value

The intriguing part about Patient Engagement Platform was the cost. It is all-inclusive for one fee...

Oct 2024
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(0)
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Manager

Relationship

The speed at which Relatient’s support gets back to us is very timely and quick. If we don't respond...

Oct 2024
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Manager

Product

One thing I have questions about is when I am making a new list and sending the same message, I...

Oct 2024
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(0)
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Manager

Product

If someone were to call me asking about Patient Engagement Platform, the main thing I would say is...

Oct 2024
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(0)
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Manager

Operations, Product

Patient Engagement Platform is extremely easy for patients and staff. I have to insert documents,...

Oct 2024
||
(0)
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Manager

Product

Sometimes the web interface gets a little clunky to try and figure out because we have more than one...

Oct 2024
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(0)
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Manager

Product

The product has greatly improved follow-up and no-shows, and it can get information out quickly when...

Oct 2024
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(0)
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Manager

Relationship

Most of the service we use is automated. Whenever we have problems, Relatient gets back to us very...

Oct 2024
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Manager

Relationship

Relatient keeps the majority of their promises, but sometimes, when we ask for something, they will...

Aug 2024
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(0)
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Manager

Operations

I don't see things getting better with Relatient. We don't have a lot going on with them. We haven't...

Aug 2024
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(0)
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Manager

Product

Patient Engagement Platform isn't really meeting our needs when it comes to recalls. The system...

Aug 2024
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(0)
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Manager

Product

Staff members don't have interactions with Patient Engagement Platform. The system is automated. It...

Aug 2024
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Manager

Relationship

The support that we receive for Patient Engagement Platform isn't the greatest. The vendor's...

Aug 2024
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(0)
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Manager

Value

Every time we want to implement something new or change something, there is an additional cost...

Aug 2024
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(0)
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COO

Operations

Relatient's training is usually web based where we just have to go watch a presentation to learn...

May 2024
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(0)
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COO

Loyalty, Product

Relatient Patient Engagement Platform is definitely user friendly, and our users are pretty much...

May 2024
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(0)
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COO

Relationship

Relatient has pretty good support, but other than the support team, we don't hear from anybody else....

May 2024
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(0)
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COO

Product, Value

The platform has certainly delivered what was promised. The system is easy for our patients to use...

May 2024
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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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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(0)
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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
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(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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(0)
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Director

Relationship

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

Jan 2024
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(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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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
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(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
||
(0)
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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
||
(0)
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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
||
(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)
 Thank you  Helpful

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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)
 Thank you  Helpful

 or  to see details.

CEO/President

Relationship

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

Jan 2024
||
(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
||
(0)
 Thank you  Helpful

 or  to see details.

CEO/President

Relationship, Operations

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

Jan 2024
||
(0)
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Director

Product

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

Jan 2024
||
(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
||
(0)
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Director

Relationship, Product

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

Jan 2024
||
(0)
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Director

Relationship

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

Jan 2024
||
(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
||
(0)
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 Download as Excel  Print / Save as PDF
View All Reports
Related Reports
Performance
KLAS article icon
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
KLAS article icon
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.



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