Patient Engagement Platform
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Subject Expert
Adam Cherrington
Vice President Digital Health
Commentary Summary
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User Commentary
Functionality and Upgrades
Our Relatient product is not difficult to use, and it works the way it is supposed to. The product...
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Functionality and Upgrades
I would like to see Relatient offer more customization options when it comes to appointment reminder...
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Functionality and Upgrades
Relatient’s product functions well, and I do not have any regular complaints from users. I log in to...
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Functionality and Upgrades
Relatient keeps most of their promises but not all of them. There were a couple of instances when...
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Functionality and Upgrades
I don't have a problem with Patient Engagement Platform. It is easy to use. Whenever I have problems...
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Service and Support
Relatient has not really offered any ongoing training. I haven't gotten a lot of communication from...
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Relationship
We bought Relatient's solution when we were in a bit of a pinch, and it served an immediate need for...
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Functionality and Upgrades
We oftentimes only have to teach processes and features once and Patient Engagement Platform is...
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Implementation and Training
When we ask for something, Relatient gets it done without question. The team is really dedicated....
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Service and Support
Anytime we ask for guidance on leveraging a new feature or a change in an existing feature,...
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Functionality and Upgrades
Relatient has flexibility, and that is a sign of a really powerful tool. The system can send...
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Lessons Learned
When I think about who I do business with, I want a tool that works. I want an organization that is...
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ROI / Cost (care and feeding)
We had an outgoing system, so Relatient's software was an upgrade for us in terms of being the tool...
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Service and Support
Relatient’s support team does a great job. They listen to everything we throw at them. They have...
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Service and Support
Relatient is outstanding at being proactive. They keep innovating their tools and certainly consider...
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Relationship
Communication is so important. Relatient always communicates around what is coming and what to...
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ROI / Cost (care and feeding)
We have been using Relatient's system for a number of years, and we have received moderate results...
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Implementation and Training
Relatient has fumbled a little in terms of keeping their promises. We have been through many account...
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Service and Support
Relatient has reacted positively to our feedback, but it would be nice if they could bring more...
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Functionality and Upgrades
When the vendor goes through their upgrades, they do things that impact their database links and...
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Service and Support
We usually have to ask multiple times before Relatient's online support people will answer our...
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Future Outlook
The product provides the service that we are looking for, but I am not certain it is going to meet...
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Functionality and Upgrades
The two issues that stand out to us are the resolution rate for support tickets and the system's...
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Functionality and Upgrades
We have looked at some other vendors' patient engagement platforms. There are other vendors out...
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Implementation and Training
When there is an update for the system, Relatient essentially puts out a new release that we can...
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Interfacing and Integration
The product isn't as integrated as we would like it to be. We have to go to two places to make the...
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Functionality and Upgrades
Relatient hasn't given us anything or done anything to change the technology on our side or the way...
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Interfacing and Integration
The system doesn't fully synchronize with ModMed's systems, so if a patient cancels their...
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Lessons Learned
We won't stay with Relatient in the long term because another vendor has a new solution that looks...
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ROI / Cost (care and feeding)
Relatient charged us an additional fee to implement certain things, but once we agreed to that fee,...
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Relationship
Relatient has partnered with ModMed. If we have a problem with the system, we will call ModMed, and...
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Interfacing and Integration
The system isn't truly an embedded solution for our office staff members. Instead, it is another...
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Functionality and Upgrades
The process of sending a text message to a patient isn't seamless, and it doesn't work very well...
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Functionality and Upgrades
The system's feature for two-way texting with patients is straightforward. We are able to get...
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Sales and Contracting
Relatient doesn't keep their promises. Their sales pitch is very different than their actual...
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ROI / Cost (care and feeding)
If we want to use one of the features that isn't already in our original contract, there is an...
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Functionality and Upgrades
We like the ability we have with the solution to do on-demand text messaging. We use the system for...
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Interfacing and Integration
The vendor needs to integrate the product with EHRs. The solution is not an integrated product.
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Implementation and Training
The only reason that we have to stick with Relatient's product for now is the recall function....
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Functionality and Upgrades
I need the system to actually work. We are always fighting with the vendor over things not working...
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Service and Support
Relatient has been very lacking in their support for our recalls and in anything that I ask of them....
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Functionality and Upgrades
The system's appointment reminders were the most successful part of the product that we purchased...
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Interfacing and Integration
We haven't been happy with the integration possibilities with Relatient. We are trying to do some...
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Technology
The staff has enjoyed the product because it is all pretty much automated, so they don't have much...
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Relationship
Relatient was fine until they went through the partnership with Modernizing Medicine. We have had...
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Functionality and Upgrades
Everyone has a strong accent in our area, so patients never understand the automatic calls and...
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Functionality and Upgrades
I like being able to search for a contact on the Relatient platform and see exactly when a message...
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Service and Support
The support staff could be more thorough. One time, I put a ticket in, and since it is not compliant...
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Functionality and Upgrades
With the navigation part of the solution, patients have to go to our website to get to a drop-down...
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Service and Support
The support people sometimes take a couple of days to get back to me. They alert me about some...
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Future Outlook
My recommendation of the solutions to others would really depend on what others are looking for. If...
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Relationship
We had an issue at one point, and we were able to speak to some of the vendor's executives to get it...
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Relationship
The vendor was unable to keep some of their promises. We are still waiting for them to deliver on...
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ROI / Cost (care and feeding)
Our Google reviews have gotten better because we use a survey platform that takes patients right to...
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Functionality and Upgrades
I like the multiple modalities in the product. It has been very effective at reducing our no-show...
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Functionality and Upgrades
We use Relatient's system primarily for our campaigns for COVID-19 vaccines and boosters and...
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Service and Support
When we first started with the system, we had to work through some serious issues with some...
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Relationship
If Relatient's system goes down, we will get an email that will let us know that reminders won't be...
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Service and Support
Relatient is very prompt at answering our questions. We really only had one issue that took them a...
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ROI / Cost (care and feeding)
We find the system to be really helpful when a patient has not updated their insurance information...
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ROI / Cost (care and feeding)
If a patient acknowledges their appointment, then there is an indicator that sends them a follow-up...
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ROI / Cost (care and feeding)
We have done some ad hoc messaging with the product to remind people about procedures that they...
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Service and Support
I am really impressed with Relatient. We have really good communication with them, and they are...
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Functionality and Upgrades
Relatient's system is really easy to use for our patients. We have tried multiple solutions for what...
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Win/Loss - Why they were selected (by current clients)
We use Relatient's system because our EMR doesn't offer certain things. If our EMR vendor ever...
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Service and Support
Whenever we have something that we need to get done, the vendor will work with us to do it.
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Service and Support
Normally, we will call the vendor if we need something. However, Relatient isn't very proactive when...
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Service and Support
Everything the vendor has prebuilt has been very well thought out. They have been extremely flexible...
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ROI / Cost (care and feeding)
We have seen massive financial outcomes. Relatient has recently launched something called...
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Functionality and Upgrades
The system is easy and accessible. I don't have a lot of time to go in and check things, but when I...
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ROI / Cost (care and feeding)
Relatient was excellent in the implementation. Because of the platform, patients actually do show up...
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Functionality and Upgrades
Patient Engagement Platform is a little slow for the office staff, and the interface isn't super...
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Service and Support
From a new user perspective the system can be a little difficult in how it operates. I don’t know if...
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Future Outlook
We are transitioning to another vendor's system. That system is cheaper than Relatient's system. I...
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Service and Support
When I open a case with Relatient's support people, they always get back to me quickly. We always...
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Implementation and Training
I didn't receive any training from Relatient. In fact, I didn't even know how to log in to the...
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Interfacing and Integration
Integrating the product with new facilities has gone well.
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ROI / Cost (care and feeding)
We utilize this system for patient reminders and for operational improvements, such as managing our...
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Relationship
We need to expand our utilization of the product into other areas. I don't think we will step...
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Functionality and Upgrades
Relatient does a great job when it comes to sending out patient alerts. However, some of our...
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Functionality and Upgrades
The product increases the probability that our patients will come in for their appointments. It is...
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Functionality and Upgrades
We were going through a cost-saving initiative, so we moved away from Relatient's system and used...
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Functionality and Upgrades
The reminder calls are very computerized. I have heard others that sound a little better and more...
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Interfacing and Integration
The only area where Relatient could improve is with the data that is being returned to our EMR. I...
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Functionality and Upgrades
The product is super simple for patients. They are sent a reminder text message a few days before...
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Service and Support
The pandemic has created an ever-expanding market for healthcare software and hardware. Relatient...
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Relationship
The vendor's services aren't really proactive. If something is wrong, then we have to initiate...
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Future Outlook
The main reason we are moving away from Relatient is the expense, and another vendor's system has...
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Relationship
Relatient is always looking at ways to enhance our practice management systems. We are all for...
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Functionality and Upgrades
Sometimes we have to go looking for what we need. But overall, Relatient's system is pretty user...
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ROI / Cost (care and feeding)
I firmly believe that Relatient is proactive. Our A/R has gotten significantly better with the new...
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Functionality and Upgrades
When patients are sent an appointment reminder, and they have to confirm or cancel, those options...
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Relationship
We had a small issue with the text-to-pay add-on. The texts weren't going out when we wanted; they...
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Functionality and Upgrades
We have had a wonderful experience with Relatient. They communicate well, and they are great to work...
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ROI / Cost (care and feeding)
Using Relatient's system, we have achieved the outcome of maintaining confidentiality and following...
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Interfacing and Integration
We have had a positive experience. The integration of the patient engagement system into our PM...
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Functionality and Upgrades
The one downside is Relatient's website for making configurations. It isn't the most user friendly,...
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Relationship
With Relatient's promises, there is a timing issue. For example, if Relatient says something is...
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Functionality and Upgrades
The product is pretty straightforward. The patients can hit buttons on the phone to do two-way...
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Service and Support
During our implementation, we had executive-level involvement. For day-to-day support, the help desk...
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