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Virtual Care Platform (InTouch) Comments
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Commentary Summary
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User Commentary
CTO
At the beginning of the pandemic, the doctors were having difficulties connecting with the patients...
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CTO
We struggled with the Teladoc Health platform in the beginning. They finally got things figured out....
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Director
The training for the platform is easier to do internally. Part of it is Teladoc Health has done so...
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Nurse
Teladoc Health will not give us a phone number to call back. We have to go through the answering...
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Nurse
Teladoc Health has been very receptive when we have sent them cases to look over. When we have told...
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Nurse
We actually achieved our lowest order needle of the year. Just to have a provider on board and get a...
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Director
More products are available now than when we started out with virtual health. People want something...
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Director
We really like a lot of things about the documentation. We like that we can get data out of the...
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Director
We gave the vendor a lot of feedback about the product, and they have refined the product quite a...
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Director
Teledoc Health charges for every little thing. Their charging model has shifted, and they need to do...
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Director
Teladoc Health is doing a good job of refreshing their technology. They upgrade things, and the...
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Director
It has been a while since we have gotten something new. The last things we got had some little...
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Director
We are missing functionality to be able to scan documents and view them asynchronously. I hear that...
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Director
Teladoc Health is moving into a growth mode, and I think they are losing their touch on overall...
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Director
We connect with important representatives, and they are key to the relationship that we have with...
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Director
I would like to see a bit more flexibility in the platform with the ability to grow beyond Teladoc...
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Director
I saw no impact from the Teladoc Health acquisition of InTouch Health. We still have the same...
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Director
We have been very pleased with the expertise of the Teladoc Health providers. The only minor...
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Director
One of the main benefits of using Teladoc Health's software is it provides a specialist that our...
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Nurse
We have to keep asking Teladoc Health to tell us what to do. That is a slight issue.
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Nurse
We have a contact with Teladoc Health who we work with all the time, and they have done a great job....
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Nurse
I hope our satisfaction will stay the same in a year. We have had a lot of struggles with our...
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Nurse
I have been able to play with the new version and the old version. I don’t think there are many...
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Nurse
The tablet that we purchased through Teladoc Health is already losing its battery life. We have been...
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Nurse
We used Teladoc Health's implementation services when I was at my previous site, and we chose to not...
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Director
I don't have many outcomes with Teladoc Health's system. We aren't using the system as I had hoped....
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Director
The biggest outcome for me was regarding having the system at the bedside or in the ED and getting...
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Director
The patients love Teladoc Health's platform. They can see a doctor in the hospital in the middle of...
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Director
I have never had a problem with Teladoc Health's support. The vendor does what they say they will. I...
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Director
Teladoc Health does great with implementations. Teladoc Health is very responsive. We haven't needed...
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Director
During the COVID-19 crisis, we couldn't have anybody in the rooms, and everybody was isolated, and...
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Director
The vendor's support people are responsive and knowledgeable. They can resolve our problems or get...
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Director
I wouldn't be looking to replace the system if we were happy. A year from now, we will probably make...
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Director
We have very minimal downtime. The product is on and available, and it is crystal clear on the...
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Director
When physicians are in the system, it is perfect. Although we have had a relationship with InTouch...
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Director
The nurses do double documentation. I don’t want to lose sight of the fact that the video quality...
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Director
The vendor's delivery of new technology is always overkill. We want a streamlined cart or something...
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Director
We use InTouch Health's system to enable our providers to put eyes and ears on patients and document...
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Director
A significant outcome of InTouch Health's product has been intervention on strokes that would have...
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Director
If we could replace the vendor and achieve the same goals in the service live, then we would. Right...
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Director
The vendor doesn't commit to promises a lot. They show us a road map, and when they get there, they...
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Manager
My patients think that the solution is really cool. Some of them are in remote locations, and they...
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Manager
The only downside to the solution is that its technology is expensive. For example, I purchased a...
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Manager
It would be really nice if we could bring family members into virtual visits. With other vendor's...
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Manager
I have a good relationship with the vendor's executives. They are good to work with, and they don't...
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Manager
The solution is very expensive, but I still think that we get our money's worth from it. The vendor...
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Manager
We have been using the solution for a while, so we have seen it go through a lot of growth and...
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Manager
The vendor used to avoid charging us for every little thing, but they don't anymore. We have been...
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Manager
We have been through some pretty seamless software upgrades. The vendor is pretty easy to work with...
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Manager
It would be nice if everything could have multi-presence and multi-use functionalities without us...
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Manager
We have had a really bad experience with multiparty telehealth scenarios in Teladoc Health's system....
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Manager
At one point, we needed language services, and Teladoc Health kept saying that they were working on...
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Manager
Before Teladoc Health bought InTouch Health, the vendor was a lot easier to work on a deal with, but...
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Manager
Over the last year, there was obviously a huge increase in the usage of the system, and things were...
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Manager
One of the issues that we had with Teladoc Health's system was that updates or system changes would...
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Manager
On the hospital side, we didn't really experience any issues with the system during the pandemic....
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Manager
Especially after Teladoc Health took over, something that went awry is that we, as a customer...
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Manager
We have a project manager, and then we have the people who provide the practical things. The project...
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Manager
There are simple things that Teladoc Health could do to make the functionality better. Feedback that...
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Manager
One positive that has happened since the Teladoc Health acquisition is that they have pushed their...
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Manager
There are things that have been on the development road map for Teladoc Health, and those things...
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Manager
Some of the other products on the market can do geolocation to tell where the patient is. From a...
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Director
Our use of the platform prior to March 2020 was very limited. The increased volume was a strain on...
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Director
The telehealth doctors have to print off the documents they create in the system and send them to us...
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Director
10 months ago, the product quality was very different, but Teladoc Health has rebounded very well....
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Director
The solution works the way that it is promoted to now, but that wasn't always the case. The...
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Director
The solution's virtual waiting room works well with our virtual workflow. Our providers like that...
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Director
There is limited integration between the solution and our EMR, but we hope to be able to fully...
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Director
I would tell Teladoc Health to continue to improve their software to make it more user friendly for...
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Director
The solution has gotten better, but there is still more room for it to improve. We are expecting...
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Director
Teladoc Health's support is top notch. They answer any time that we call. They always contact us...
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CEO/President
When we need new functionality, customization, or work done on Teladoc Health's platform, there are...
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CEO/President
Teladoc Health's system is a solid platform. Teladoc Health has had a few bumps in the road, but...
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CEO/President
We had to take on some of the provider training for Teladoc Health's system ourselves. We were...
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CEO/President
We have really struggled with integrating patient schedules, creating opportunities for patients to...
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CEO/President
The people from Teladoc Health's technical assistance center are pretty responsive.
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CEO/President
With InTouch, we had a high level of executive involvement, but that isn't the case as much with...
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Manager
The cost for Teladoc Health is really out there. These are robotic devices, so it is not like a...
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Manager
We are doing away with the robotics. It is not a big thing anymore. Teladoc Health was known for...
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Manager
Teladoc Health has good customer service. Sometimes it takes a while to solve our issues with them.
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Manager
We have really bled down a lot of our Teladoc Health interaction. They bought InTouch Health, and...
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Manager
When I say Teladoc Health, I am talking about InTouch Health. InTouch Health’s solution was and...
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CMIO
The main reason we chose Teladoc Health is we wanted to press the easy button for telehealth. We...
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CMIO
Since we penned the Teladoc Health contract and installed the software, I have not even seen hide...
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CMIO
We paid a high premium for our Teladoc Health contract, so they better not be charging us for...
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CMIO
I don’t think there is any initial and ongoing training with Teladoc Health. Having said that, for...
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CMIO
Teladoc Health led us to believe that we would get much better adoption than we did. In fairness,...
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CMIO
Teladoc Health’s integration is very poor. Something they talked about for a while was that they...
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CMIO
We are not having problems with the vendor when someone will actually communicate with us. When the...
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CMIO
The platform’s functionality is to the point where we are actually trying to figure out how to get...
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CMIO
If organizations are not doing anything in the telehealth space, and that is pretty rare now,...
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VP/Other Executive
The best way to describe InTouch is that it is simply a video-client device. It connects a provider...
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VP/Other Executive
InTouch is on its way out. We aren't planning on doing more with it. I just don’t think InTouch...
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VP/Other Executive
InTouch Health is not engaged in what I am really trying to do with my telemedicine program. I feel...
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Manager
COVID-19 has certainly accelerated telemedicine. The platform is very reliable. Its purpose is not...
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CIO
The functionality and the vendor's proactive service are very good. I would recommend the vendor....
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CIO
The only training we received from Teladoc Health was upon request. That training was to get the...
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CIO
Teladoc Health's support is excellent. I don't have anything bad to say about it. Teladoc Health is...
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CIO
The system drives most of the outcomes in our behavioral health department. We need the product...
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CIO
Teladoc Health's system has extensive and robust functionality so that we have the ability to...
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CIO
I really haven't seen anything of the vendor’s vision outside of them switching names from InTouch...
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CIO
I like the ease of use of the product. Its quality is good. I like that there are minimal steps to...
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CMIO
The whole reason we went with Teladoc Health is the workforce. We don’t have to worry about the...
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CMIO
The vendor has on-demand urgent care that has worked out really well. Patients just go to a website...
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CMIO
The technology is not integrated at all. If a person has a Teladoc Health encounter, we don’t see...
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CMIO
The product seems very expensive. The start-up fees were hundreds of thousands of dollars, and we...
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CMIO
During the COVID-19 crisis, I haven’t seen any additional support from the vendor. We still use the...
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CMIO
There is a question mark surrounding whether the product is part of our long-term plans. It is...
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CMIO
I have spent a lot of time in the telehealth space. People often confuse the workforce and the...
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VP/Other Executive
InTouch's system is for inpatient care and specifically telestroke care. The system is a...
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VP/Other Executive
The access to InTouch's system has been at the very top. We haven't had many issues with InTouch's...
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VP/Other Executive
Because of how finances are structured in our state, oftentimes Teladoc Health has to be in contact...
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VP/Other Executive
Teladoc Health keeps their promises. We haven't been disappointed. The system is doing exactly what...
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VP/Other Executive
When our staff members connect with Teladoc Health, the support is really good. I have easy access...
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Nurse
I would tell someone considering Teladoc Health's system that it is nice to have 24/7 access to...
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Director
I can't really say that the vendor has integrated any new technologies. We don't do any integration...
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Director
On the InTouch Health side, the training has been good. The product is pretty intuitive, and the...
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Director
Our needs have evolved since we first started. We need the ability to have multiparty support. That...
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Director
There is a good support line that we can call. The technical support people are pretty good. When we...
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Director
I would be likely to recommend the vendor, but my recommendation would depend on whether others are...
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Director
We knew we were headed in the direction of telemedicine, and that was part of our strategy all...
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Director
We have had good luck with Teladoc Health's system. I would highly recommend it to others. I think...
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Director
We have worked with the vendor quite a bit. A lot of the frustration has been with a patient not...
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Director
The vendor was fantastic in the way they supported us during the COVID-19 crisis. We really kicked...
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VP/Other Executive
We were implementing telestroke prior to COVID-19, so we were set up and ready to go with...
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VP/Other Executive
During COVID-19, we had a need for video visits in other parts of the organization. We initiated...
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VP/Other Executive
We want InTouch Health to be part of our long-term plans. We were going to continue a relationship...
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VP/Other Executive
The vendor mostly keeps promises. They failed in the beginning during the implementation, and that...
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VP/Other Executive
The vendor avoids charging for every little thing because they charge so much up front. We are...
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VP/Other Executive
The training was good. I am not a user, but during the implementation and training, all of our...
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VP/Other Executive
There are some integration goals that InTouch Health still has to work on, like integration with our...
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VP/Other Executive
Delivering new technology is where InTouch Health drops in my rating. They tried to push new...
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VP/Other Executive
InTouch Health should be proactively monitoring our connectivity. In that area, they are doing fine...
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VP/Other Executive
There has pretty much been no vendor executive involvement since we have been live. During the...
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VP/Other Executive
We are able to provide a remote consultation using InTouch Health's product, and we charge for that,...
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VP/Other Executive
We would buy the telestroke portion of the solution again, but not the rest of it. I would recommend...
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Analyst/Coordinator
Teladoc Health does have good customer service and a quick turnaround time. When I have a question,...
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Analyst/Coordinator
Teladoc Health told us that they could integrate the product with our EMR, but they really couldn't....
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Analyst/Coordinator
The product is okay. We still have dropped calls and other problems with connectivity. These...
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Analyst/Coordinator
We could easily get ahold of the InTouch Health CEO, but now that the company has changed, the...
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Analyst/Coordinator
We paid an up-front cost for the system, and that was all. We have been able to use the product for...
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CIO
We have been using the InTouch Health product for many years for provider-to-provider specialty...
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CIO
InTouch Health was acquired by Teladoc Health. Our initial deployment of the InTouch Health...
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CIO
InTouch Health didn't have enough engineering support. They had trouble scaling their platform...
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CIO
The pandemic caught InTouch Health off guard. They didn't seem to be in a position to respond and...
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Director
Teladoc Health has been very flexible for us lately with things like licenses. We aren’t getting...
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Director
The implementation of upgrades hasn’t been 100% smooth. Teladoc Health communicates really well, but...
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Director
The only interoperability that I can think of is the ability to grab images. We have the HL7...
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Director
The vendor’s support will be fine in the long term. We have had some issues, but the vendor’s...
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Analyst/Coordinator
The robots themselves are very impressive. Living in a rural area, we are trying to always find the...
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Analyst/Coordinator
Someone from Teladoc Health recently left, and we were not aware of that. So our emails were going...
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Analyst/Coordinator
Overall, we like Teladoc Health. I usually deal with our account representative, and anytime I make...
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Analyst/Coordinator
The integration is pretty simple because we also use Epic. I have spoken with other hospitals that...
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Director
The vendor was available during the COVID-19 crisis when we were doing an implementation. The...
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Director
COVID-19 played a part in how I scored the vendor's training. The implementation was in the middle...
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Director
The vendor's implementation was good and hands on, but the presentation was a little bit long....
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Director
The vendor's responses are right in line with the expectations they set in the review process....
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Director
The system has met pretty much every single need that we have had. There are a couple of things that...
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Director
The vendor has done very well with their ongoing support. They have been very easy to deal with. We...
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Director
I would give the vendor high marks for executive involvement. Their CEO reaches out to our...
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Director
We rolled the system out to our employees, and whenever people have a visit, they complete a survey....
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Director
I predict that we will be very satisfied with the system a year from now. Teladoc just bought...
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Director
The vendor has done very well with supporting us during the COVID-19 crisis. They have been...
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Director
The video quality is pretty extraordinary. We have had individuals who haven't had the best Wi-Fi at...
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Director
We met with one vendor, but their vision didn’t really align with ours. When Teladoc Health came in,...
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Director
In the beginning, the vendor nickel-and-dimed us every now and then, but as our relationship grew,...
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Director
The vendor did very well with our implementation. They were on the ball for everything. It took a...
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Director
It doesn't work for someone to come and show me how to work something. Users have to get into the...
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Director
The system did everything that the vendor said it could do. It has a cut-and-paste feature. The...
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Director
If the decision were up to me, I would purchase the system again. I don’t think there is anyone...
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Director
Teladoc Health has been very good. They have worked with us. Whenever we needed things, the vendor...
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Manager
I love the product. The vendor is very competent, and the product is solidly manufactured.
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Manager
The product is basically used for virtual doctor consults. The system has to be manually moved by a...
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Manager
The vendor is solid, and the device is solid. It does everything that the vendor says it does. The...
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Manager
The implementation services were good, and I would absolutely recommend them to others with the...
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Manager
I see how the system makes sense in an infectious disease situation or where we have a patient that...
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Manager
I can't rate anything in the top score for ease of use. Human nature is such that when we get a new...
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Analyst/Coordinator
With InTouch Health's product, we get to use peripherals so that we can hear lung and heart sounds....
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Director
Telehealth for stroke patients predated COVID-19. It is still in place. The vendor is expanding the...
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Director
We have made sizable financial commitments to the vendor. The telehealth carts are expensive. We...
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Director
Teladoc Health tends to tell us what they are doing for us in their upgrades rather than working...
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Director
We get a live person every time we call the technical assistance center, and that is amazing. I am...
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Director
The vendor has awesome technology that meets our needs. It is extremely expensive. Through InTouch...
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Director
When we are talking about usability and the user experience, that is primarily on the provider...
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Director
The platform is very expensive, and that makes it tough to show an ROI right out of the gate. The...
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Director
InTouch Health is making improvements, but we would like to see them move faster. We are realistic...
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Manager
In a limited capacity, Virtual Care Platform is going to be part of our long-term plans. I don't...
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CIO
We have the InTouch platform integrated into our EMR, and it has been helpful to pull demographics...
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CIO
At the very beginning of the COVID-19 crisis, we had meetings with InTouch because we were having...
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CIO
I would give the vendor a B+ to an A for how they have helped us. They worked hard and impressed me...
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CIO
For telemedicine, I don’t know that I would buy the InTouch software again. I would scour the market...
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Physician
I am an outlier, but I think the system makes life harder for everybody. I chose the system because...
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Physician
There have been some dramatic reimbursement changes, and we all worry that things might revert after...
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Physician
A lot of problems originate in the parent facility, and so people think bandwidth is all you need....
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Physician
The vendors training was flexible. We had options of online, or real one on one, plus a simulation...
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Physician
The vendor is always working on new things, and they have 24/7 support that picks up the phone right...
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Director
We would buy the InTouch Health system again. The vendor has been very supportive of us, and we have...
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Director
In terms of training, there were some things we had to figure out on our own. The vendor maybe could...
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Director
The traditional side of the provider-access cart is rock solid. The vendor is still trying to get...
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Director
In terms of ease of use, InTouch Health's website still needs some work. The provider-access side is...
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Director
I don't know whether we have had tangible outcomes for some things. Some of what InTouch Health does...
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Director
I haven't had any issues with getting ahold of Teladoc Health's support people. There was once a...
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Manager
The vendor support is good. They are very responsive, and we haven't had any issues. The support is...
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Manager
The vendor executives have really only been involved when we have been working through some pricing...
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Manager
I would tell others that are looking at the system that the platform is very easy to use. Customers...
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Director
When COVID-19 hit, we went live with InTouch Health's website, which was a little clunkier than I...
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Director
I have had a very good experience with InTouch Health. I can pick up the phone right now and get...
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Director
We were chugging along pretty well and were working just with InTouch Health until the pandemic hit....
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Director
Teladoc Health announced a few months ago that they were merging with Livongo Health. They were...
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Director
If I had the ears of the leaders of the newly merged Teladoc Health company, I would tell them to...
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Analyst/Coordinator
I would give InTouch Health a high rating for their implementation services. The services are...
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Analyst/Coordinator
I do not have any suggestions for the vendor. They are making the changes that I need.
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Director
InTouch Health was amazing. They were really the ones that scaled the most out of all our telehealth...
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Director
The vendor did have an exceptional platform to train in their simulation lab, but during the time...
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Director
There was no guidance with reimbursement policies or credentialing in the system. But the vendor's...
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Director
We can really have a nuanced exam with a patient. I think the patients can feel almost as if they...
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Director
We are not documenting. We are using only the ability to visualize the patient and then zoom in and...
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Director
InTouch Health is struggling with supporting our integration goals, specifically with telestroke....
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Director
If we have a freestanding ED tied to the same ACO as a hospital, we can’t tell whether a patient is...
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Director
During the pandemic, the quality of support has gone down. But I understand why; the vendor is...
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Director
I am tied closely with InTouch Health because of the offerings they have in their fleet of robots,...
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Director
I am interested in the vendor's physician or provider services. The services they are bringing on...
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Director
I am more unsure about the merger than anything because InTouch Health has been in the field for a...
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Director
The merger brings about the whole continuum of care for a patient from point of entry into the...
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Director
Mergers are always about who is going to be the big fish in the small pond and what culture is going...
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Director
The biggest thing for the Teladoc Health component is keeping the patient at the center. They can’t...
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VP/Other Executive
The vendor has been good about developing new products. They have developed things with smaller...
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Director
Teladoc Health had a very well-defined plan for our team, but they felt that what they had would...
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