Virtual Care Platform (InTouch)
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Schafer Jackson
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User Commentary

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VP/Other Executive

Technology

We have a fleet of hardware end points that we use, and Teladoc Health is our provider for when we...

Nov 2022
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VP/Other Executive

Relationship

Working with Teladoc Health can be a little bit more painful than working with other vendors....

Nov 2022
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VP/Other Executive

Functionality and Upgrades

The speed with which we can address a stroke has improved. And time is the most critical thing when...

Nov 2022
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VP/Other Executive

Interfacing and Integration

The product is not integrated with our EMR, so the functionality that I would want would be a...

Nov 2022
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Director

ROI / Cost (care and feeding)

Teladoc Health delivers what we expect and adds a lot of value to help our members meet their...

Nov 2022
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Director

Other Observations & Comments

There is an education and training component with the product that can be a challenge because we...

Oct 2022
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Director

ROI / Cost (care and feeding)

Teladoc Health is very expensive; their cost structure, services, and licensing are very cost...

Oct 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Sometimes the vendor surprises us with charges.

Oct 2022
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VP/Other Executive

Other Observations & Comments

With regard to equipment, upgrades, or capital, the vendor's support is not great. With regard to...

Oct 2022
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VP/Other Executive

Interfacing and Integration

We implemented Teladoc Health's system to improve outcomes. The vendor's ability to respond to...

Oct 2022
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VP/Other Executive

ROI / Cost (care and feeding)

The product is getting more expensive, and our reimbursement levels are not going up. The system...

Oct 2022
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VP/Other Executive

Service and Support

Teledoc Health’s sales team is not easy to work with. They are aggressive and sometimes step out of...

Oct 2022
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Director

Service and Support

The Teladoc Health devices are of great quality. We know their network is good because we put a...

Oct 2022
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Director

Implementation and Training

We have continued to expand, and we have had a very inconsistent experience with our account leads...

Oct 2022
||
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Director

Future Outlook

The vendor is making a lot of changes. They communicate the road map pretty well in terms of where...

Oct 2022
||
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Director

Functionality and Upgrades

I have had a lot of moments of disappointment with the product development and the service...

Oct 2022
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Director

ROI / Cost (care and feeding)

The vendor provided me with someone who was going to work with us because there was an issue. But...

Oct 2022
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Director

Functionality and Upgrades

The ease of use could be better because the product is not very Apple friendly. Our Mac users have...

Oct 2022
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Director

ROI / Cost (care and feeding)

We have really high satisfaction with the product from the sites in our specialty programs. In terms...

Oct 2022
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Director

Service and Support

There is a split within Teladoc Health; there are the historical Teladoc Health people who are more...

Oct 2022
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Director

Win/Loss - Why they were selected (by current clients)

We selected Teladoc Health because of their reputation, the quality of their connection, and their...

Oct 2022
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Director

ROI / Cost (care and feeding)

The product's impact on clinician efficiency is huge. We can put providers in facilities that the...

Oct 2022
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Director

Technology

Teladoc Health is constantly coming up with new, crazy things that I love. When COVID-19 became a...

Oct 2022
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Director

Relationship

Teladoc Health is really good at questioning us about different features all the time and asking us...

Oct 2022
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Director

Service and Support

Teladoc Health’s support team is full of rock stars. The only reason I wouldn’t give the support...

Oct 2022
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Director

Functionality and Upgrades

Teladoc Health's product has really seamless ways to do multipresence calls. The calls are very...

Oct 2022
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Director

Relationship

Teladoc Health has good customer service, and we have a pretty good relationship with them.

Oct 2022
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Director

Other Observations & Comments

Teladoc Health is the strongest vendor in the acute care telemedicine space. A big difference...

Oct 2022
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Director

ROI / Cost (care and feeding)

Overall, InTouch Health has been a good partner. Some things that are big differentiators for the...

Oct 2022
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Director

Future Outlook

We have not yet implemented Teladoc Health’s new documentation and analytics platform, but we are...

Oct 2022
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Director

ROI / Cost (care and feeding)

The product is very expensive. It takes a lot of effort to get the money approved for the product,...

Oct 2022
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CIO

Lessons Learned

The system has to go through a network, and an organization has to have somebody on that network in...

Sep 2022
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CIO

Technology

We only use InTouch's system for one function. It meets all our needs in the area where we use it,...

Sep 2022
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CIO

Relationship

I haven’t experienced any new technology or proactive service from the vendor.

Sep 2022
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CIO

Relationship

I haven’t personally had to call Teladoc Health’s tech support team, but from what I have heard, the...

Sep 2022
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CIO

Implementation and Training

We have had a good experience overall with InTouch. The system was easy to set up, and it was all...

Sep 2022
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Director

Win/Loss - Why they were selected (by current clients)

We chose Teladoc Health because of their system's technical capabilities and their maturity in the...

Sep 2022
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Director

Relationship

Teladoc Health is easy to get ahold of. However, I don't believe that our account executive is...

Sep 2022
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Director

Implementation and Training

The system is such an impactful piece of technology that we need to pay for the training in blocks...

Sep 2022
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Director

Relationship

I have never spoken to a Teladoc Health executive. We have a contact person, and if I need something...

Sep 2022
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Director

ROI / Cost (care and feeding)

Being able to do video visits definitely gives us an ROI and better patient outcomes. The product is...

Sep 2022
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Director

Future Outlook

We were used to a level of service with InTouch Health that hasn't been maintained since Teladoc...

Sep 2022
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Director

Relationship

Every year, Teladoc Health lays out their road map, and there are build, design, and strategy...

Sep 2022
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Director

ROI / Cost (care and feeding)

I know a lot of people who aren't happy with Teladoc Health’s nickel-and-diming. I had to really...

Sep 2022
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Director

Functionality and Upgrades

We have had a lot of issues with the product’s smart notes, and those issues have hampered our...

Sep 2022
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Director

Implementation and Training

The upgrades have been really smooth, but the initial implementation experience was very difficult...

Sep 2022
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Director

Interfacing and Integration

The product integrates with our EMR very well because we have been able to embed it in our EMR.

Sep 2022
||
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Director

Service and Support

I don't know whether we have seen a lot of new technology from Teladoc Health. They are pretty much...

Sep 2022
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Director

Functionality and Upgrades

It would be nice if Virtual Care Platform could incorporate multiple family members on one screen...

Sep 2022
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Director

Implementation and Training

We had a lot of problems with the go-live process initially because when COVID-19 came, telehealth...

Sep 2022
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Director

Service and Support

I worked with a representative for a long time who would solve things immediately. But then I got...

Sep 2022
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Director

ROI / Cost (care and feeding)

The solution works great. We are getting what we pay for.

Sep 2022
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Director

Functionality and Upgrades

The product works very well for multiparty scenarios. We haven't had many problems with it. For the...

Sep 2022
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Director

Lessons Learned

The patient experience has been positive. However, it is difficult for an older population to manage...

Sep 2022
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Director

Functionality and Upgrades

We can have remote hospitalists because of the product. In some of our regions, we have small,...

Sep 2022
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Director

Lessons Learned

I honestly wish we had gotten a lot of the kinks worked out of the product when we first got it. I...

Sep 2022
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Manager

Functionality and Upgrades

Sometimes, we have problems with the vendor's upgrades.

Sep 2022
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Manager

Relationship

We used to be more satisfied with Teladoc Health's executive involvement, but last year, they went...

Sep 2022
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Manager

Functionality and Upgrades

Our patients like that they don't have to travel for hours because they can use the system. We also...

Sep 2022
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Manager

ROI / Cost (care and feeding)

One impact that the system has had on our clinicians is that patients don't have to be transferred....

Sep 2022
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Director

Lessons Learned

I don’t want Teladoc Health to be left behind. I know other companies are integrating their products...

Sep 2022
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Director

ROI / Cost (care and feeding)

Teladoc Health's technology and acute care robots certainly help promote remote acute care services....

Sep 2022
||
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Director

Service and Support

We have had some growing pains with Teladoc Health. As we have increased our use of robots and...

Sep 2022
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VP/Other Executive

Service and Support

The product actually works as Teladoc Health markets it. That is the best thing. The second best...

Aug 2022
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VP/Other Executive

Relationship

There is almost zero leadership involvement from Teladoc Health. I have not seen any connection in...

Aug 2022
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Analyst/Coordinator

Service and Support

I have had scenarios in which certain people at Teladoc Health have gone above and beyond to get us...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

One of the big pros of the system is that Teladoc Health has learned how we have set up things in...

Aug 2022
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Analyst/Coordinator

Relationship

Teladoc Health is a great collaborator. They reach out, and they don't overstep their bounds. They...

Aug 2022
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Director

Functionality and Upgrades

Telemedicine was not widely used in healthcare prior to COVID-19 primarily because there wasn't...

Jul 2022
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Director

Implementation and Training

Teladoc Health doesn't really do any training. We have been the ones responsible for training...

Jul 2022
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Director

Functionality and Upgrades

There are just better options than Teladoc Health's platform. The virtual waiting room is really...

Jul 2022
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Director

Service and Support

Getting help from Teladoc Health’s support team takes a while. Every time we contact the tech, it...

Jul 2022
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Director

Relationship

The company is Teladoc Health, but it is really InTouch Health with Teladoc Health because it is...

Jul 2022
||
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Manager

Win/Loss - Why they were selected (by current clients)

We chose Teladoc Health because they had the most well-established platform within the telemedicine...

Jul 2022
||
(0)
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Manager

Functionality and Upgrades

The platform meets the needs of all of our one-on-one visits, and we have quick ways to connect with...

Jul 2022
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Manager

Functionality and Upgrades

At this time, one of the limitations of Teladoc Health's platform in terms of Epic-embedded...

Jul 2022
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Manager

Sales and Contracting

The vendor initially told us that we were going to have access to interpreter services, but the...

Jul 2022
||
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Manager

Other Observations & Comments

The vendor hasn't done too much training with us. The training wasn't really necessary.

Jul 2022
||
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Manager

Interfacing and Integration

The ability to have inpatient visits with the Epic-embedded solution has been a bit of an issue. The...

Jul 2022
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Manager

Technology

Teledoc Health definitely has a clear vision of where they want to go in terms of supporting remote...

Jul 2022
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Manager

Relationship

Providers usually have to open up tickets, and the support team's response time is sometimes...

Jul 2022
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Manager

Relationship

The vendor has made certain back-end changes a few times with little or no communication with us...

Jul 2022
||
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Manager

Relationship

We usually have good engagement from whoever we have at whatever level at Teledoc Health, whether we...

Jul 2022
||
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Manager

Functionality and Upgrades

Things have worked out very well in terms of the ambulatory setting and offering a good experience...

Jul 2022
||
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Director

Technology

We have had an ongoing instability issue with the system's hardware and software. We introduced some...

Jun 2022
||
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Director

Service and Support

If there are other solutions that are more highly rated and more stable, I would encourage my peers...

Jun 2022
||
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Director

Technology

Much of the time, the machine is just sitting there, but when we need things to work, they need to...

Jun 2022
||
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Director

Functionality and Upgrades

We have used Teladoc Health's system for a long time. In the beginning, the vendor didn't have a...

Jun 2022
||
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Director

Interfacing and Integration

Teladoc Health is such a good partner, and they listen to our needs. The vendor is great about...

Jun 2022
||
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Director

Sales and Contracting

I have not been completely satisfied with some of the customer service that we have received from...

Jun 2022
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Director

Functionality and Upgrades

The hanging arm that is part of the cart for the NICU has a tendency to sag, and that has caused...

Jun 2022
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Director

Relationship

If the product does go offline or shut down, then Teladoc Health will call us, and they are fairly...

Jun 2022
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Manager

ROI / Cost (care and feeding)

The majority of Teladoc's implementations are focused more on the hospital than the clinic. Even...

Apr 2022
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Manager

Relationship

Teladoc's system will be sunsetted. We have some security concerns with the way Teladoc operates....

Apr 2022
||
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Manager

Technology

Teladoc needs to update their technology. The way they communicate on the back-end hardware is a...

Apr 2022
||
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Manager

Relationship

Teladoc only calls us when they want to sell us something.

Apr 2022
||
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Physician

Technology

The robot wanted a fair amount of bandwidth, but 20 or 30 Zoom cameras at the bedside made it hard...

Mar 2022
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Physician

Technology

With Teladoc Health, I was using a robot that I would drive remotely, so I could do all my work with...

Mar 2022
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Physician

Lessons Learned

In chaotic environments, it sometimes gets hard to move the robot around because it has sensors that...

Mar 2022
||
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Physician

Functionality and Upgrades

The product had a really nice upgrade, which was autonomous navigation. That was a big deal because...

Mar 2022
||
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Physician

Service and Support

The vendor had some holes in their support. When I started with their company, I was a significant...

Mar 2022
||
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Director

Functionality and Upgrades

We have been able to build a large telehealth program on the back of Teladoc Health's technology...

Jan 2022
||
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Director

Implementation and Training

Teladoc Health is efficient, and they deliver on their promises. They make the implementation as...

Jan 2022
||
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Manager

ROI / Cost (care and feeding)

We use the program for handling a specific medical condition. If we save lives, we save a lot of...

Jan 2022
||
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Manager

Other Observations & Comments

Initially, any acquisition is somewhat painful because people don't understand what changes are...

Jan 2022
||
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Manager

Relationship

A lot of the time, the vendor might promise a resolution, but the time frames seem to get extended....

Jan 2022
||
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Manager

Functionality and Upgrades

Teladoc Health's system is absolutely built on scheduling, and that has been a challenge and a big...

Jan 2022
||
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Manager

Service and Support

Teladoc Health's key element is their support. They have a great team. We call them, and they...

Jan 2022
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Manager

Implementation and Training

Teladoc Health has a really great training module. It is in the process of being reworked right now,...

Jan 2022
||
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Manager

Interfacing and Integration

Image-retention capabilities should be added to Teladoc Health's system. Right now, we only have...

Jan 2022
||
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Director

ROI / Cost (care and feeding)

For the most part, the vendor doesn't charge us for every little thing. There are certain projects...

Jan 2022
||
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Director

Relationship

The vendor's project management seems a little rigid. The structure is very formal, and it is not...

Jan 2022
||
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Director

Technology

The vendor has solid platforms, and we could not do what we are doing today with any other vendor...

Jan 2022
||
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Director

Relationship

The vendor does a good job of delivering new technology. They are pushing the envelope. When we push...

Jan 2022
||
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Director

Service and Support

We frequently have chat sessions with the vendor's support people. We can get a response in about...

Jan 2022
||
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Director

Service and Support

The vendor has the best customer service representatives I have ever seen. They go above and beyond...

Jan 2022
||
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Director

Functionality and Upgrades

I love Teladoc Health. Their system is the best. It is the easiest thing to use in the world. The...

Jan 2022
||
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Director

Service and Support

I have worked with Teladoc Health for a long time, and they have continued to say things are on the...

Dec 2021
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Director

ROI / Cost (care and feeding)

Teladoc Health's carts are overpriced. There is a high-dollar value associated with an emergent...

Dec 2021
||
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Director

Service and Support

We pay for proactive monitoring, and the Teladoc Health platform is stable. If there is an issue, we...

Dec 2021
||
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Director

ROI / Cost (care and feeding)

The pricing on the InTouch component has been less than ideal, but there have been some...

Dec 2021
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