Virtual Care Platform (InTouch)
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Subject Expert
Schafer Jackson
Research & Sales Director
Commentary Summary
User Commentary
We have been able to build a large telehealth program on the back of Teladoc Health's technology...
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Teladoc Health is efficient, and they deliver on their promises. They make the implementation as...
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We use the program for handling a specific medical condition. If we save lives, we save a lot of...
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Initially, any acquisition is somewhat painful because people don't understand what changes are...
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A lot of the time, the vendor might promise a resolution, but the time frames seem to get extended....
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Teladoc Health's system is absolutely built on scheduling, and that has been a challenge and a big...
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Teladoc Health's key element is their support. They have a great team. We call them, and they...
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Teladoc Health has a really great training module. It is in the process of being reworked right now,...
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Image-retention capabilities should be added to Teladoc Health's system. Right now, we only have...
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For the most part, the vendor doesn't charge us for every little thing. There are certain projects...
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The vendor's project management seems a little rigid. The structure is very formal, and it is not...
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The vendor has solid platforms, and we could not do what we are doing today with any other vendor...
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The vendor does a good job of delivering new technology. They are pushing the envelope. When we push...
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We frequently have chat sessions with the vendor's support people. We can get a response in about...
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The vendor has the best customer service representatives I have ever seen. They go above and beyond...
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I love Teladoc Health. Their system is the best. It is the easiest thing to use in the world. The...
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I have worked with Teladoc Health for a long time, and they have continued to say things are on the...
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Teladoc Health's carts are overpriced. There is a high-dollar value associated with an emergent...
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We pay for proactive monitoring, and the Teladoc Health platform is stable. If there is an issue, we...
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The pricing on the InTouch component has been less than ideal, but there have been some...
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Before we signed the contract with Teladoc Health, we were promised interpreter services and group...
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We paid Teladoc Health to have certain capabilities, but what we paid for has not been delivered, so...
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We get support from Teladoc Health, but I wouldn’t say the support comes from an executive level....
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I have been satisfied with the system's ease of use. Teladoc Health has designed different workflows...
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There are a couple of features I wish the system had. One of those features is the ability for...
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Unless we ask the support people a question very specifically and in their technical terms, they may...
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Teladoc Health does well at proactively monitoring the devices. That has always been good. Teladoc...
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The system was challenging to implement. We would get different plans from different people at...
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I see the long-term value of the platform. I think Teladoc Health made a wise investment by recently...
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Some of the vendor's equipment, like the telemedicine carts, come with a hefty price tag.
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Overall, we are really impressed with Teladoc Health. In the beginning, the people we worked with...
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When Teladoc Health took over InTouch Health, the company became more consumer focused. Teladoc...
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I would rate the patient experience higher if the product weren't still in its infancy. There is...
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There was a learning curve for physicians with having to change from one type of system to another....
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Other medical staff members are part of our workflow. We wanted to mimic the in-person workflow as...
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Virtual Care Platform has had shortcomings but not to the point that we have been super frustrated...
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The vendor has been decent about supporting upgrades and handling issues in a timely manner. There...
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Teladoc Health has online courses, and once our providers finish those, they get a certificate of...
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The system doesn't play very nicely with our EMR and security authentication process. We are having...
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If a patient wants a loved one who lives out of state to be part of the video visit, the Teladoc...
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The outcomes of the product haven't been outrageously blown out of the water. Teladoc Health did...
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The vendor tries to nickel-and-dime, but that doesn't always pan out. They have been very flexible...
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It would have been nice to have had a bit of training on things before the vendor handed things over...
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For several months, we have been asking for some important things, like a timer for visits. The...
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The admin center allows us to control access to robots, but when I need to give urgent access to...
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If we had an urgent or critical issue, we have Teladoc Health contacts that we can get ahold of to...
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There are some promised things that are coming that I think will help improve Virtual Care Platform....
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Teladoc Health Virtual Care Platform is a short-term solution for us. Epic now has a video module...
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I want the patient's connectivity to not be as stringent. The patients have to allow microphone and...
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For the patients that know how to use a computer and read instructions, the visits are seamless. But...
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The solution is an expensive investment in technology and hardware, and it is rapidly being replaced...
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Teladoc Health is a bigger vendor. We had more executive involvement with InTouch Health. I would...
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There is a charge for everything. I guess that is understandable. For the installation of some...
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We are not really looking for the system to integrate with our EMR right now. We are working outside...
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I appreciated the newest device from Teladoc Health. It is a good quality option that is not as...
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Most of the vendor’s service is very responsive, although it is reactive. They monitor things for...
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With the product, we have had a very reliable telehealth presence in the area. The system is very...
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The solution is very user friendly. Every once in a while, there might be an issue. The whole login...
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With anything that we have wanted or thought about, Teladoc Health has acquired people or continued...
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Another vendor charges a fee every year for EHR integration, but Teladoc Health doesn't. That makes...
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There are multiple opportunities for someone to add another caregiver in Teladoc Health's system....
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The product's user design and flow make sense. In the past, some people got confused with our...
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Teladoc Health's system has a customer service feature where someone who is trying to get to their...
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If physicians are not tech savvy, that isn't a big deal. Some providers have a hard time remembering...
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I enjoy Teladoc Health's system more than our last product. The UX design is easier to follow for...
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Even though there were some challenges with the pandemic, there were cost savings from Teladoc...
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Teladoc Health continues to make improvements and listen to their clients. Teladoc Health bumps up...
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Teladoc Health is in the middle of moving from a legacy platform to a new platform. They have shared...
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The system works well for what it is designed to do. It is very stable, and it has minimal issues....
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InTouch Health's system is generally driven by a provider and a medical person on the other end. The...
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We have had a clear improvement outcome with InTouch Health in a certain area. In the area, the...
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We haven't noticed anything negative since the acquisition by Teladoc Health. The vendor is very responsive....
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Teladoc Health has a self-driving robot called RP-VITA. Rather than having doctors drive to...
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The only negative about Teladoc Health is that they have, by far, the most expensive technology of...
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InTouch Health's system is rock solid and doesn't fail. Initially, we chose InTouch Health for a...
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The vendor's support is top notch. Whenever we call them, they will answer. When we have problems...
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We currently have limited integration options between the solution and our EMR, but we hope to have...
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The solution has a virtual waiting room, and it could work well with our virtual workflows instead...
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The solution works the way that it is promoted to, but it hasn't been that way for the entire time...
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If someone were to ask us about the solution, we would be very transparent. We would tell them that...
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The solution's ease of use for providers, staff members, and patients could still be improved. There...
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I expect that some of the platform's new enhancements will improve our provider and patient...
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Our experience with the vendor has been relatively wonderful. We have the fleet monitoring for most...
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Virtual Care Platform is highly expensive, but I don't think the vendor actually nickel-and-dimes.
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For me, Virtual Care Platform is easy to use, but I am technologically inclined. There are some...
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There are some patients that have a problem with the doctor-in-a-box concept, but other people love...
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Our clinicians and admin people are doing all the legwork. The nursing staff has to send over...
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Virtual Care Platform is giving the on-site hospitalists support and a safety net by keeping...
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The biggest challenge with Teladoc Health's solution for our administrative staff is invoicing. We...
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One of the outcomes we have seen with Teladoc Health is the expediency in which our clinicians can...
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Our physicians don’t have issues very often. We have been on autopilot with Teladoc Health's...
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There has been staff turnover within the company. When InTouch Health was acquired by Teladoc...
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Teladoc Health was pretty good at the implementation. They had someone here on-site doing the...
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We really have not used the platform for any integration. The platform is external, and nothing goes...
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This solution is a far more expensive platform than others we use, and we are paying per provider....
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I wouldn’t give the platform a perfect score for our nurses’ experience solely because they require...
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I don’t feel nickel-and-dimed by the vendor. I do think they need a new subscription model, but that...
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I like the way the devices and software work together and the ease of use. I also like the ability...
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The biggest thing for the vendor to improve would be their responsiveness and proactivity around...
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We love the platform that we have. It is easy to use. Our staff like the system. The physician is...
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Before our last certification, we got cited. This certification, we weren't cited because one of the...
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The system is easy for staff to use, but due to some connectivity issues, the experience can be more...
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We had a couple of providers that filled in while a physician was on leave, but the issue could have...
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Teladoc Health is down on manpower. The whole world is short staffed right now. Currently, we aren't...
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We can talk with Teladoc Health about how we are going to modify our contracts, but a lot of the...
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Teladoc Health's system is simple and reliable.
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The biggest area of improvement with Teladoc Health's system is the integration with our EMR.
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We used the product during the pandemic, and we were able to maintain a large portion of our patient...
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At the beginning of the pandemic, the doctors were having difficulties connecting with the patients...
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We struggled with the Teladoc Health platform in the beginning. They finally got things figured out....
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The training for the platform is easier to do internally. Part of it is Teladoc Health has done so...
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Teladoc Health will not give us a phone number to call back. We have to go through the answering...
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Teladoc Health has been very receptive when we have sent them cases to look over. When we have told...
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We actually achieved our lowest order needle of the year. Just to have a provider on board and get a...
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More products are available now than when we started out with virtual health. People want something...
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We really like a lot of things about the documentation. We like that we can get data out of the...
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We gave the vendor a lot of feedback about the product, and they have refined the product quite a...
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Teledoc Health charges for every little thing. Their charging model has shifted, and they need to do...
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Teladoc Health is doing a good job of refreshing their technology. They upgrade things, and the...
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It has been a while since we have gotten something new. The last things we got had some little...
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We are missing functionality to be able to scan documents and view them asynchronously. I hear that...
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Teladoc Health is moving into a growth mode, and I think they are losing their touch on overall...
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We connect with important representatives, and they are key to the relationship that we have with...
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I would like to see a bit more flexibility in the platform with the ability to grow beyond Teladoc...
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I saw no impact from the Teladoc Health acquisition of InTouch Health. We still have the same...
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We have been very pleased with the expertise of the Teladoc Health providers. The only minor...
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One of the main benefits of using Teladoc Health's software is it provides a specialist that our...
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We have to keep asking Teladoc Health to tell us what to do. That is a slight issue.
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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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I hope our satisfaction will stay the same in a year. We have had a lot of struggles with our...
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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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The tablet that we purchased through Teladoc Health is already losing its battery life. We have been...
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We used Teladoc Health's implementation services when I was at my previous site, and we chose to not...
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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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The biggest outcome for me was regarding having the system at the bedside or in the ED and getting...
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The patients love Teladoc Health's platform. They can see a doctor in the hospital in the middle of...
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I have never had a problem with Teladoc Health's support. The vendor does what they say they will. I...
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Teladoc Health does great with implementations. Teladoc Health is very responsive. We haven't needed...
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During the COVID-19 crisis, we couldn't have anybody in the rooms, and everybody was isolated, and...
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The vendor's support people are responsive and knowledgeable. They can resolve our problems or get...
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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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We have very minimal downtime. The product is on and available, and it is crystal clear on the...
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When physicians are in the system, it is perfect. Although we have had a relationship with InTouch...
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The nurses do double documentation. I don’t want to lose sight of the fact that the video quality...
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The vendor's delivery of new technology is always overkill. We want a streamlined cart or something...
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We use InTouch Health's system to enable our providers to put eyes and ears on patients and document...
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A significant outcome of InTouch Health's product has been intervention on strokes that would have...
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If we could replace the vendor and achieve the same goals in the service live, then we would. Right...
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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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My patients think that the solution is really cool. Some of them are in remote locations, and they...
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The only downside to the solution is that its technology is expensive. For example, I purchased a...
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It would be really nice if we could bring family members into virtual visits. With other vendor's...
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I have a good relationship with the vendor's executives. They are good to work with, and they don't...
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The solution is very expensive, but I still think that we get our money's worth from it. The vendor...
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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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The vendor used to avoid charging us for every little thing, but they don't anymore. We have been...
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We have been through some pretty seamless software upgrades. The vendor is pretty easy to work with...
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It would be nice if everything could have multi-presence and multi-use functionalities without us...
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We have had a really bad experience with multiparty telehealth scenarios in Teladoc Health's system....
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At one point, we needed language services, and Teladoc Health kept saying that they were working on...
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Before Teladoc Health bought InTouch Health, the vendor was a lot easier to work on a deal with, but...
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Over the last year, there was obviously a huge increase in the usage of the system, and things were...
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One of the issues that we had with Teladoc Health's system was that updates or system changes would...
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On the hospital side, we didn't really experience any issues with the system during the pandemic....
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Especially after Teladoc Health took over, something that went awry is that we, as a customer...
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We have a project manager, and then we have the people who provide the practical things. The project...
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There are simple things that Teladoc Health could do to make the functionality better. Feedback that...
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One positive that has happened since the Teladoc Health acquisition is that they have pushed their...
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There are things that have been on the development road map for Teladoc Health, and those things...
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Some of the other products on the market can do geolocation to tell where the patient is. From a...
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Our use of the platform prior to March 2020 was very limited. The increased volume was a strain on...
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The telehealth doctors have to print off the documents they create in the system and send them to us...
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10 months ago, the product quality was very different, but Teladoc Health has rebounded very well....
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The solution works the way that it is promoted to now, but that wasn't always the case. The...
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The solution's virtual waiting room works well with our virtual workflow. Our providers like that...
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There is limited integration between the solution and our EMR, but we hope to be able to fully...
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I would tell Teladoc Health to continue to improve their software to make it more user friendly for...
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The solution has gotten better, but there is still more room for it to improve. We are expecting...
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Teladoc Health's support is top notch. They answer any time that we call. They always contact us...
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When we need new functionality, customization, or work done on Teladoc Health's platform, there are...
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Teladoc Health's system is a solid platform. Teladoc Health has had a few bumps in the road, but...
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We had to take on some of the provider training for Teladoc Health's system ourselves. We were...
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We have really struggled with integrating patient schedules, creating opportunities for patients to...
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The people from Teladoc Health's technical assistance center are pretty responsive.
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With InTouch, we had a high level of executive involvement, but that isn't the case as much with...
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The cost for Teladoc Health is really out there. These are robotic devices, so it is not like a...
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We are doing away with the robotics. It is not a big thing anymore. Teladoc Health was known for...
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Teladoc Health has good customer service. Sometimes it takes a while to solve our issues with them.
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We have really bled down a lot of our Teladoc Health interaction. They bought InTouch Health, and...
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When I say Teladoc Health, I am talking about InTouch Health. InTouch Health’s solution was and...
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The main reason we chose Teladoc Health is we wanted to press the easy button for telehealth. We...
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Since we penned the Teladoc Health contract and installed the software, I have not even seen hide...
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We paid a high premium for our Teladoc Health contract, so they better not be charging us for...
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I don’t think there is any initial and ongoing training with Teladoc Health. Having said that, for...
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Teladoc Health led us to believe that we would get much better adoption than we did. In fairness,...
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Teladoc Health’s integration is very poor. Something they talked about for a while was that they...
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We are not having problems with the vendor when someone will actually communicate with us. When the...
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The platform’s functionality is to the point where we are actually trying to figure out how to get...
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If organizations are not doing anything in the telehealth space, and that is pretty rare now,...
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The best way to describe InTouch is that it is simply a video-client device. It connects a provider...
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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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InTouch Health is not engaged in what I am really trying to do with my telemedicine program. I feel...
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COVID-19 has certainly accelerated telemedicine. The platform is very reliable. Its purpose is not...
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The functionality and the vendor's proactive service are very good. I would recommend the vendor....
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The only training we received from Teladoc Health was upon request. That training was to get the...
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Teladoc Health's support is excellent. I don't have anything bad to say about it. Teladoc Health is...
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The system drives most of the outcomes in our behavioral health department. We need the product...
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Teladoc Health's system has extensive and robust functionality so that we have the ability to...
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I really haven't seen anything of the vendor’s vision outside of them switching names from InTouch...
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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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