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Patient Engagement Platform Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
KLAS VP of Engagement - Adam Cherrington
 
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Patient Communications 2025: How Well Are Vendors Delivering Capabilities That Drive Meaningful Patient Interactions?
Patient Communications 2025:
How Well Are Vendors Delivering Capabilities That Drive Meaningful Patient Interactions?
September 2025
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Commentary Summary

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User Commentary

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Product

What we have seen so far in Patient Engagement Platform could be improved when it comes to languages...

Mar 2026
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Relationship

Relatient’s service has been good, and the vendor has been very responsive to our tickets.

Mar 2026
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Culture, Value

In the early discussions with Relatient before we signed on, we were expecting the tool to write...

Mar 2026
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Operations

Our implementation took much longer than anticipated. Our complex scheduling rules have taken...

Mar 2026
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Product

I like that Relatient offers a number of the features we have been looking for. My agents can...

Mar 2026
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COO

Operations

Training with Relatient could be more on the operational side of the product, like understanding how...

Feb 2026
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COO

Relationship, Product

With Relatient, they have the product line that they want, and they are doing things based on a...

Feb 2026
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COO

Operations, Product

Relatient’s software is really easy to learn and move around in.

Feb 2026
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COO

Relationship, Product, Value

Relatient needs to make big changes to their scheduling software to make it something. They are...

Feb 2026
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COO

Operations

There is a formal training program if we want it, and I have been trained multiple times on our...

Feb 2026
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Director

Operations

Relatient’s training materials lacked relevance and depth, with limited variety in the training...

Jan 2026
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Director

Relationship

We used to have some concerns about the limited support hours, but Relatient has made some...

Jan 2026
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Director

Value

For a nonhospital setting, Patient Engagement Platform would likely be acceptable. The cost is...

Jan 2026
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Director

Loyalty, Relationship, Product

We are not satisfied with Patient Engagement Platform or the vendor's customer support. The tool...

Jan 2026
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Director

Culture, Loyalty

Relatient has been very good in the charging space. They have been pretty clear about what our costs...

Jan 2026
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Director

Loyalty, Product

We are replacing Patient Engagement Platform to consolidate patient communication, scheduling, and...

Jan 2026
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Director

Product

Patient Engagement Platform’s patient self-service scheduling functionality is weak and needs to be...

Jan 2026
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Director

Relationship, Product

Relatient is receptive to our requests, Patient Engagement Platform is very customizable, and we...

Jan 2026
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Director

Operations

We received extensive training on self-service scheduling, but we only received very limited...

Jan 2026
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Analyst/Coordinator

Operations

During our implementation, the system's training was good. However, the vendor's ongoing training is...

Dec 2025
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Analyst/Coordinator

Product

The system has been helpful for making sure that our patients are alerted to their upcoming...

Dec 2025
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Director

Culture, Product

The tool has drawbacks, and because of our size, it is weird trying to use the two-way...

Nov 2025
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Director

Loyalty, Product

Patient Engagement Platform's two-way texting has been a deal-breaker when looking at other...

Nov 2025
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Director

Value

Patient Engagement Platform was the most affordable option. The product is servicing us, but there...

Nov 2025
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Director

Culture, Value

Our contract says Relatient can't go more than a certain percentage a year, and every year they have...

Nov 2025
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Director

Operations

I wouldn't say there is ongoing training. We get an email when there is an update, and we have to...

Nov 2025
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Director

Relationship

Relatient doesn’t keep all their promises; to keep promises, a vendor has to keep consistent...

Nov 2025
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Director

Loyalty

We want to be able to just use our EHR’s functionality rather than use Patient Engagement Platform,...

Nov 2025
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COO

Product

The patient feedback survey process in Relatient's system could improve a lot because that is a...

Oct 2025
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COO

Product

Relatient's system is simple with a simple user interface that does exactly what it is supposed to....

Oct 2025
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COO

Relationship

I don't feel unimportant to Relatient, but I don't have any high-level contacts either.

Oct 2025
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COO

Loyalty

Relatient made some changes that have been a little adverse to what we really want. Even though we...

Oct 2025
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(0)
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COO

Loyalty

There have been a lot of inroads made by a couple of other platform vendors over the last year and a...

Oct 2025
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Manager

Value

Relatient really does go out of their way for our organization. Contractually, they should be...

Jun 2025
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Manager

Loyalty, Relationship

We have a hard time getting Relatient to prioritize certain issues and enhancements over what they...

Jun 2025
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Manager

Operations, Product

Relatient’s implementation services project team is pretty good, but the code releases and upgrades...

Jun 2025
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COO

Loyalty, Product, Value

With Patient Engagement Platform, we would like to start doing practice-specific messages for...

Jun 2025
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COO

Relationship, Product

Surveys are important because we know that insurance companies are surveying, so we are able to get...

Jun 2025
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COO

Loyalty, Relationship, Product

Patient Engagement Platform works well. We met with Relatient to get more specifics on what they...

Jun 2025
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(0)
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COO

Loyalty, Value

Our medical assistants aren't actually providing patient care with Patient Engagement Platform at...

Jun 2025
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(0)
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Manager

Culture, Relationship

Relatient doesn't keep all promises because during our initial scoping, we were told we could send...

May 2025
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(0)
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CMIO

Relationship, Product

With the solution, we send messages to people who have never seen us before, but they are assigned...

May 2025
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(0)
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CMIO

Relationship

Relatient doesn’t notify me of any problems. We are the ones who notify them. And the vendor has not...

May 2025
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CMIO

Relationship

Relatient’s support, for the most part, is pretty good. We may have problems getting connected, but...

May 2025
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(0)
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Director

Product

Relatient's product is a little more complicated than another product that we use. I want to tie...

Mar 2025
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(0)
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Director

Relationship, Operations

I have been in IT for many years, and one of the things that is really beneficial is user-group...

Mar 2025
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Director

Relationship

Relatient has a customer success manager who is assigned to us, so we are happy with them. Plus, we...

Mar 2025
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(0)
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Director

Loyalty, Value

I wouldn't hesitate to recommend Relatient's system. It is a very flexible appointment reminder...

Mar 2025
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(0)
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Director

Relationship

Relatient’s sales and support people do reach out frequently. They don't usually have answers for...

Mar 2025
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(0)
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Director

Product

The basics of Patient Engagement Platform work, but we always seem to run into issues where things...

Mar 2025
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(0)
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Director

Culture, Relationship

Relatient would tell us they would have certain functionality, but either it would take way longer...

Mar 2025
||
(0)
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Director

Operations

Relatient doesn't have a lot of training, and their training materials are pretty sparse, so there...

Mar 2025
||
(0)
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Director

Relationship

It feels like Relatient is slow with their development process. I don't think they have introduced...

Mar 2025
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(0)
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Director

Value

Relatient’s cost model is actually not bad. They do a good job of not nickel-and-diming us, and we...

Mar 2025
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Director

Relationship, Product

Relatient is not excelling in this space. Compared to other vendors that we have experienced, they...

Mar 2025
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(0)
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Manager

Product

We don't have much of the office staff using the solution. We have a couple of departments using it....

Mar 2025
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(0)
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Manager

Relationship, Value

We are a rapidly growing organization, and we have needs that need to be responded to at a faster...

Mar 2025
||
(0)
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Manager

Product, Value

The solution has minimized our no-show rates. If I text and call a patient and tell them they have...

Mar 2025
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