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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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Director

Relationship

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

Sep 2022
||
(0)
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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
||
(0)
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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
||
(0)
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Director

Implementation and Training

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

Sep 2022
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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Director

ROI / Cost (care and feeding)

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

Sep 2022
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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Manager

Functionality and Upgrades

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

Sep 2022
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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 or  to see details.

Director

Service and Support

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

Sep 2022
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
 Thank you  Helpful

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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
||
(0)
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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
||
(0)
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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
||
(0)
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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)
 Thank you  Helpful

 or  to see details.

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
||
(0)
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 or  to see details.

Manager

Functionality and Upgrades

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

Jul 2022
||
(0)
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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
||
(0)
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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
||
(0)
 Thank you  Helpful

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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
||
(0)
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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
||
(0)
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Manager

Relationship

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

Jul 2022
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
 Thank you  Helpful

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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
||
(0)
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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
||
(0)
 Thank you  Helpful

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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
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Interfacing and Integration

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Sales and Contracting

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

Jun 2022
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
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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
||
(0)
 Thank you  Helpful

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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
||
(0)
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Manager

Relationship

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

Apr 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Technology

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

Apr 2022
||
(0)
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Manager

Relationship

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

Apr 2022
||
(0)
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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
||
(0)
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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
||
(0)
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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
||
(0)
 Thank you  Helpful

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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
||
(0)
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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
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Functionality and Upgrades

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Implementation and Training

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
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 or  to see details.

Manager

Other Observations & Comments

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

Jan 2022
||
(0)
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 or  to see details.

Manager

Relationship

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

Jan 2022
||
(0)
 Thank you  Helpful

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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
||
(0)
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 or  to see details.

Manager

Service and Support

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

Jan 2022
||
(0)
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 or  to see details.

Manager

Implementation and Training

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Interfacing and Integration

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
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 or  to see details.

Director

Relationship

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Technology

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

Jan 2022
||
(0)
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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
||
(0)
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 or  to see details.

Director

Service and Support

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

Jan 2022
||
(0)
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 or  to see details.

Director

Service and Support

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

Jan 2022
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

Director

ROI / Cost (care and feeding)

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

Dec 2021
||
(0)
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 or  to see details.

Director

Service and Support

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

Dec 2021
||
(0)
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 or  to see details.

Director

ROI / Cost (care and feeding)

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

Dec 2021
||
(0)
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A Rose from the Pandemic: The Future of Telehealth
17 March 21    |   Adam Cherrington and Dan Czech
Telehealth was definitely a silver lining in the storm that was COVID-19. But how does telehealth look now, and how is the future of telehealth starting to take shape? 
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eTech Insight – Telehealth Continues to Advance in High-Risk Market
25 August 20    |   Mike Davis
COVID-19 has forever changed primary healthcare delivery. To survive financially, physicians have had to quickly learn and implement telehealth solutions.
Article
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Navigating the Telehealth Frontier
21 August 20    |   Jeremy Goff and Jonathan Christensen
In March, healthcare providers around the world found themselves dealing with a unique set of circumstances. Patients with COVID-19 needed to be cared for, but leaving their houses meant exposing othe
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Performance
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Telehealth Ecosystem 2021
20 May 21    |   Adam Cherrington and Ciera Walker
The COVID-19 pandemic greatly accelerated healthcare delivery organizations’ adoption of telehealth and virtual care technologies. As these organizations scrambled to meet the immediate demand, they quickly implemented solutions that often required few resources and met focused needs. At the same time, vendors quickly pivoted to either develop dedicated telehealth products or add telehealth capabilities to existing offerings, creating a sea of options. This study, along with additional deep-dive content on KLAS’ website , shows which vendors report the broadest telehealth capabilities and aims to help organizations navigate different options as they look to consolidate systems and define their long-term telehealth strategy. For reader ease, links to relevant online content are provided where applicable. Note that the vendor-capability data in this report is based on vendor-reported information.
Flash Insights
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Teladoc Health/Livongo Merger
18 December 20    |   Adam Cherrington and Sam Eaquinto
In October 2020, Teladoc Health finalized a deal to acquire Livongo. This merging of two publicly traded virtual care companies creates a telehealth giant amid rising demand for virtual care solutions. In July 2020, Teladoc Health acquired InTouch Health, another telehealth company. This KLAS Flash Insights report will share reactions from customers of all three vendors to the Teladoc Health/Livongo merger and their perception of what impact it will have. KLAS interviewed 30 individual clients—of these, 11 use InTouch Health, 11 use Livongo, and 14 use Teladoc Health (some organizations use two of these vendors’ solutions, but none use all three).



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