HouseCalls Pro Commentary
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Adam Cherrington
SRU Manager
KLAS SRU Manager - Adam Cherrington
 
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User Commentary

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Analyst/Coordinator

Relationship, Operations

Once we moved off the implementation services into support, things have been very good. I have been...

May 2024
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Analyst/Coordinator

Product

HouseCalls Pro does the functionality that we expect and ask it to do, without a doubt. And it is...

May 2024
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Analyst/Coordinator

Loyalty

I would lean toward HouseCalls Pro not being part of our long-term plans, but I don’t know that for...

May 2024
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Analyst/Coordinator

Loyalty, Operations

I wouldn't buy HouseCalls Pro again. The functionality works well, but the implementation with...

May 2024
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Analyst/Coordinator

Relationship, Product

We notice issues more on our side. I am not getting things sent from TeleVox that say they noticed...

May 2024
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Analyst/Coordinator

Loyalty

If HouseCalls Pro were the only product in the space, then I would buy it again. There has been...

May 2024
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Analyst/Coordinator

Loyalty

We are looking for more of a next-generation reminder system; we want something that is a little...

May 2024
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Analyst/Coordinator

Relationship, Product

I would tell a friend or colleague that HouseCalls Pro’s interface works fairly well. The setup is a...

May 2024
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Analyst/Coordinator

Product

I haven't had any issue with TeleVox saying one thing and doing another. For the most part,...

May 2024
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Analyst/Coordinator

Product

I don't think HouseCalls Pro is very user afriendly or very obvious. There is a lot more that...

May 2024
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Analyst/Coordinator

Product

We had an outage where the platform was not functioning at all. All our clinics had to manually call...

May 2024
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Analyst/Coordinator

Relationship

The support process is very clunky with TeleVox. We try to start tickets, and then they close them,...

May 2024
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Analyst/Coordinator

Relationship

I'm very satisfied with TeleVox’s proactivity because their representative let me know about an...

May 2024
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Analyst/Coordinator

Relationship

With time, TeleVox gets things to the right people. But it is not a clear process. I worked with a...

May 2024
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Analyst/Coordinator

Culture, Value

We were going through some contract negotiations with TeleVox. They had a huge push to move us to...

May 2024
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Manager

Product

It isn't difficult for a user to respond to a text from HouseCalls Pro, but that assumes that the...

May 2024
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Manager

Relationship, Product

We don't have the ability to fix issues in the system, so we are at the mercy of TeleVox's support,...

May 2024
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Manager

Operations

Our implementation with TeleVox was terrible. It took four times as long as it should have. There...

May 2024
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Manager

Product

The system's integration piece that uses APIs is much better than it was in the past.

May 2024
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Manager

Product

TeleVox's new platform has taken away a lot of the reports that our end users used to access, and...

May 2024
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Manager

Loyalty, Relationship

TeleVox has developed notifications. They tell us when there are problems. That way, we don't have...

May 2024
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Manager

Culture, Relationship

Sometimes, we get very vague responses from TeleVox's support people. When we are working with our...

May 2024
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Manager

Culture, Operations

TeleVox gave a presentation on how their system could do two-way texting with Epic's systems, but...

May 2024
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Manager

Operations

When we originally went live with HouseCalls Pro, the system was handheld. Some things were assumed...

May 2024
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Manager

Culture, Relationship

TeleVox has made us aware of some things. For example, they reached out to us proactively about an...

May 2024
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Manager

Operations, Product

HouseCalls Pro is intuitive. We can navigate it fully with the training that we received for it when...

May 2024
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Manager

Relationship, Product

TeleVox is upgrading. They are pretty proactive in trying to enhance things a year or two before we...

May 2024
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Manager

Relationship, Operations

Whenever I need anything, TeleVox's support team is there for me. They walk me through everything I...

May 2024
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Manager

Value

HouseCalls Pro is extremely expensive, but they have been proactive in trying to help us package...

May 2024
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Director

Loyalty

TeleVox meets our current needs. However, HouseCalls Pro is not a part of our long-term plans for...

May 2024
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Analyst/Coordinator

Operations, Product

For the patients, the messages will show up on their phones just like text messages would. That is...

Apr 2024
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Analyst/Coordinator

Relationship

The vendor's customer service has been helpful, and we like having a person to reach out to. One...

Apr 2024
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Analyst/Coordinator

Relationship, Product

We track external referrals and make reports on those referrals, and we do outreach to our clients...

Apr 2024
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Analyst/Coordinator

Loyalty, Product

We don't have the product set up for the functionality yet, but we have plans to get the ability for...

Apr 2024
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Analyst/Coordinator

Relationship, Operations

When we first started with TeleVox, we ran into some issues. There were certain bugs that we had to...

Apr 2024
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Analyst/Coordinator

Culture

We definitely found things that maybe needed to be clarified more. For example, there was some...

Apr 2024
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Analyst/Coordinator

Operations

On the vendor's site, they provide a way we can get trained on our own, and it will show us videos...

Apr 2024
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Director

Culture, Loyalty

We started with a different company that was bought by Intrado right near when we went live with...

Apr 2024
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CIO

Culture, Value

HouseCalls Pro is absolutely not worth the money. Support of all types is lacking. The contracting...

Apr 2024
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Manager

Product

For our office staff members, HouseCalls Pro is a little tricky. The support portal is poor, and I...

Feb 2024
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Manager

Relationship

When we moved to HouseCalls Pro, it was supposed to be more self-service than our previous product;...

Feb 2024
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Manager

Relationship

I have standing meetings with the vendor’s executives. I can't say that that has helped resolve some...

Feb 2024
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Manager

Loyalty, Relationship

The vendor’s customer service has been terrible. They are one of the biggest players in the market,...

Feb 2024
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Physician

Relationship, Product

Sometimes some errors take place with interoperability. HouseCalls Pro can't be perfect. There is...

Feb 2024
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Manager

Product

We have a really old patient base, so when we send our reminders through HouseCalls Pro, some of our...

Feb 2024
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Manager

Product

I don't have any complaints about HouseCalls Pro. It is pretty easy to use, and I like that it takes...

Feb 2024
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Manager

Culture, Operations

The process of going live with TeleVox's product took way longer than it was supposed to and was...

Feb 2024
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Manager

Relationship

We don't have any super complicated workflows set up, but we have continual issues with TeleVox...

Feb 2024
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Manager

Operations

Access to TeleVox's website has been helpful and really easy. The website is pretty straightforward....

Feb 2024
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Manager

Relationship

The text messages go out and go back and forth. When we give TeleVox a very concrete direction,...

Feb 2024
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Manager

Relationship

The data that TeleVox sends could show what the data looks like, but it comes in snippets that are...

Feb 2024
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Manager

Culture, Product

We were recently trying to get some metrics from TeleVox to see whether our subscriber base had...

Feb 2024
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Manager

Product

We get out our bidirectional appointment confirmations. That was all that we were really looking to...

Feb 2024
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Manager

Product

I haven't gotten any complaints about HouseCalls Pro, so it must be pretty easy. I like HouseCalls...

Jan 2024
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Manager

Value

HouseCalls Pro is a little expensive for what we are doing, but it is nice to have. The service is...

Jan 2024
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Manager

Product

We have had a lot of issues in HouseCalls Pro with patients thinking they are confirming the...

Jan 2024
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Manager

Product

With HouseCalls Pro, I would love to see a reminder a little further out than just the two days that...

Jan 2024
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Manager

Product, Value

Since we started using HouseCalls Pro, we have had fewer no-shows. I think that is the goal of any...

Jan 2024
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Manager

Operations, Product

We are not 100% satisfied with the upgrades for HouseCalls Pro. TeleVox does upgrade the features in...

Jan 2024
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Manager

Loyalty

At the time that we purchased it, HouseCalls Pro was the right choice for us. We have used one piece...

Jan 2024
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Manager

Relationship

We have had a couple of really good account managers from TeleVox who have made our experiences so...

Jan 2024
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Manager

Relationship

TeleVox had a data breach or exposure a while ago, and during that time, they were very good and...

Jan 2024
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Manager

Culture, Relationship, Value

We have been trying to get a refund for an issue that TeleVox had, but the vendor has really dragged...

Jan 2024
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Manager

Operations

We have to ask for training a lot, and we have to be our own advocates or work with our account...

Jan 2024
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Manager

Relationship, Product, Value

TeleVox is working really hard to compete with other vendors and to integrate their system. That is...

Jan 2024
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Manager

Relationship

TeleVox has made a lot of improvements to their support over the last year. They have improved...

Jan 2024
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Analyst/Coordinator

Product

I get a lot of patient complaints about the reminder call system in HouseCalls Pro. If a patient has...

Jan 2024
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Analyst/Coordinator

Relationship, Product

HouseCalls Pro is so easy because we don't have to do anything with it. Also, when the calls go out...

Jan 2024
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Analyst/Coordinator

Relationship

I can relate my communications to TeleVox directly, but I haven't had any contact with TeleVox....

Jan 2024
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Analyst/Coordinator

Relationship, Product

There are low levels of communication when the calls don’t go out with HouseCalls Pro. We get a...

Jan 2024
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Analyst/Coordinator

Operations

When we first started on the product, there were a few days every month when the calls wouldn’t go...

Jan 2024
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Analyst/Coordinator

Loyalty

TeleVox is coming out with some new functionality that will address situations where the patients...

Jan 2024
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Analyst/Coordinator

Loyalty, Product

Our organization has changed over the time we have been on HouseCalls Pro, but before some of those...

Jan 2024
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Analyst/Coordinator

Product

HouseCalls Pro really falls short in quality and effectiveness. For instance, we are only allowed...

Jan 2024
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Manager

Loyalty

We will be integrating with our EHR vendor’s communication module, which could support the services...

Dec 2023
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Manager

Culture

TeleVox could have been better at communicating expectations about HouseCalls Pro’s two-way texting...

Dec 2023
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Manager

Loyalty

We have been shopping around the different vendors because of different tools we would like to have....

Dec 2023
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Manager

Value

HouseCalls Pro is serving our needs. However, as much as TeleVox has been proactive and has found...

Dec 2023
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Manager

Relationship

The team that I work with at TeleVox is great. They find staff to answer questions, they answer my...

Dec 2023
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Manager

Relationship

HouseCalls Pro was a nice upgrade compared to the legacy platform that we were on with TeleVox....

Dec 2023
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Manager

Operations

The HouseCalls Pro platform is very busy. There is a lot of information. TeleVox does provide...

Dec 2023
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Director

Loyalty, Operations

The product isn't very intuitive. A lot of it comes down to people getting messages and...

Nov 2023
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Director

Operations

We had a lot of problems during our implementation. The vendor had a lot of turnover, so they had to...

Nov 2023
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Director

Operations

The vendor sends us information, but we don't feel like they have enough training. We also feel like...

Nov 2023
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Director

Product

There are some SMS functionalities that would allow us to do real-time texting, but right now, we...

Nov 2023
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Manager

Product

The patient’s ability to use HouseCalls Pro to either confirm or cancel appointments is fine. That...

Nov 2023
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Manager

Culture, Value

TeleVox’s pricing is competitive and expensive, but we kind of need them. Also, TeleVox really ran...

Nov 2023
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Manager

Value

On a positive note, TeleVox still offers voice functionality, so that is good. Some folks don’t...

Nov 2023
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Manager

Loyalty, Product

There is functionality in our current system that the vendor is unable to support in their future...

Oct 2023
||
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Manager

Culture, Relationship

At the time that the product was promoted to us, it worked exactly the way that we wanted. The...

Oct 2023
||
(0)
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Manager

Loyalty, Product

In order to upgrade to the new platform, the vendor had a requirement to load all of the departments...

Oct 2023
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Manager

Product

From a patient's perspective, the product isn’t as easy as it could be. We have seen some patients...

Oct 2023
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(0)
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Manager

Loyalty, Relationship

TeleVox currently requires us to operate in a way that is difficult for our office staff. We were...

Oct 2023
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Manager

Operations, Product

One of the primary problems with the product is that when we maintain the various workflows and the...

Oct 2023
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Manager

Product

The vendor helped develop a solution where we could proactively send patients scheduling messages if...

Oct 2023
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(0)
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Manager

Relationship

TeleVox does a nice job of sending out monthly or quarterly newsletters on new functionality that is...

Oct 2023
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Manager

Relationship

It is really hard to get ahold of who we need to get ahold of at TeleVox and then get that person to...

Oct 2023
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Manager

Product

Our end users are very accustomed to the software and how to use it. When we moved to HouseCall Pro,...

Oct 2023
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(0)
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Manager

Product

The way the responses come back into our EMR is sometimes confusing because of the way that they are...

Oct 2023
||
(0)
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Manager

Relationship

The vendor has been promising that a certain report will get to me by a certain day for several...

Oct 2023
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Manager

Relationship, Product

We know every day whether the appointment reminders ran successfully. We have access to a portal so...

Oct 2023
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Manager

Product

The product is pretty easy for patients. We have had some hiccups in the past, but we have been able...

Oct 2023
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Manager

Relationship, Operations, Product

HouseCalls Pro does a really great job from a technology perspective. They have a lot of...

Oct 2023
||
(0)
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Manager

Relationship

The vendor's support staff members don't understand the product well, so we get conflicting...

Oct 2023
||
(0)
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Manager

Culture, Value

In the past, TeleVox charged all of our overages at the end of the year. so if we were under our...

Oct 2023
||
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Manager

Product

One issue we have had is that if a patient decides to opt out of messages on the TeleVox side of the...

Oct 2023
||
(0)
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Manager

Culture, Value

There aren't unexpected costs with TeleVox, but the costs are too high. We have to pay per text or...

Oct 2023
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(0)
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Manager

Product

The product portal is pretty good. It gives us much more control and oversight over what is being...

Oct 2023
||
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Manager

Product, Value

Before the vendor acquired the legacy product that we were using, we had no idea what was being sent...

Oct 2023
||
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Manager

Relationship

Contacting the vendor’s tech support is very frustrating. We can only email them. If we call, they...

Oct 2023
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Manager

Product

There are some good things with the product, and there are some things that are not going well. The...

Oct 2023
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Manager

Product

The product actually has two portals. One portal is for administrative people, and one portal is for...

Oct 2023
||
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Manager

Relationship

I have talked to some higher-level engineers and executives at TeleVox, and they are very slowly...

Oct 2023
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Manager

Culture, Relationship

Other vendors send us emails when there are known issues. We only get emails from TeleVox when their...

Oct 2023
||
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Manager

Relationship

If I need to engage the vendor’s executives, they are engaged. I don't meet with them on a...

Oct 2023
||
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Director

Relationship

The historical support for the original HouseCalls platform was abysmal. There were multiple times...

Sep 2023
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Director

Relationship, Product

TeleVox has their own do-not-call list. They maintain their own listings of numbers for phone calls...

Sep 2023
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Director

Value

While TeleVox does tout and promote deep integrations with Epic, TeleVox is clumsy. They have said...

Sep 2023
||
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Director

Loyalty

TeleVox basically acquired a company, slapped their brand and logo on the company's system, and said...

Sep 2023
||
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Director

Relationship

TeleVox has been a strong partner with us for a long time. The responses of the support people can...

Sep 2023
||
(0)
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Director

Product

From a patient perspective, HouseCalls Pro is not very difficult to use, but at times, the patients...

Sep 2023
||
(0)
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Director

Operations

The rollout process for implementing partners for the product was really smooth. The vendor’s...

Sep 2023
||
(0)
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Director

Product

We use the product primarily for automated appointment reminders, and we do feel a bit constricted...

Sep 2023
||
(0)
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Director

Product

TeleVox sends us a monthly recap of where we are with the product. The ability to automatically...

Sep 2023
||
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Director

Relationship, Operations

The vendor was really good when we wanted to upgrade from HouseCalls to HouseCalls Pro. Our account...

Sep 2023
||
(0)
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Director

Culture

We pay for volume with HouseCalls Pro, and the vendor lets us know up front. They are very clear...

Sep 2023
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Director

Relationship, Value

HouseCalls Pro has been a good product, and our vendor support is good. They are willing to work...

Sep 2023
||
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Director

Culture, Relationship, Product

Just looking at appointment reminders, it is easy for patients to select the wrong choice, so they...

Sep 2023
||
(0)
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Director

Product

We have a lot of problems with our integration. Sometimes the appointment reminder data doesn't feed...

Sep 2023
||
(0)
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Director

Relationship, Operations

I have never been a part of a project with TeleVox that went smoothly. I have never experienced...

Sep 2023
||
(0)
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Director

Loyalty

We are looking to replace HouseCalls Pro. I have worked with TeleVox for several years, and we have...

Sep 2023
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Analyst/Coordinator

Product

What I like about HouseCalls Pro compared to the legacy version is that it allows our institution to...

Aug 2023
||
(0)
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Analyst/Coordinator

Relationship

There have been a lot of initiations and updates, and the response time from the vendor, in my...

Aug 2023
||
(0)
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Analyst/Coordinator

Product

Recent updates to HouseCalls Pro have broken items built by our technicians and caused some problems...

Aug 2023
||
(0)
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Analyst/Coordinator

Relationship

Overall, I am satisfied with TeleVox and the folks over there. The team I work for has been great...

Aug 2023
||
(0)
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Analyst/Coordinator

Relationship, Value

For us to have a higher level of satisfaction with HouseCalls Pro, we would need to make some...

Aug 2023
||
(0)
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Analyst/Coordinator

Product

With HouseCalls Pro, I really like that we can set up the frequency and adjust the changes in the...

Aug 2023
||
(0)
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Analyst/Coordinator

Product

The biggest patient challenge that we have is that we have several different levels of patients...

Aug 2023
||
(0)
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Manager

Relationship

Our support representative is elite. They are attentive, and they do a very good job in terms of...

Aug 2023
||
(0)
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Manager

Operations, Product

With HouseCalls Pro, there is a lot to learn because there are a lot of pieces to the platform in...

Aug 2023
||
(0)
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Manager

Relationship

There have been hiccups with HouseCalls Pro, and the leadership at my organization has not been...

Aug 2023
||
(0)
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Manager

Relationship

If I were to recommend this solution to others, I would just say that they should definitely try to...

Aug 2023
||
(0)
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Manager

Product

One of the issues we have had with HouseCalls Pro has been reliability. The platform needs to be...

Aug 2023
||
(0)
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Analyst/Coordinator

Product

I am really happy. HouseCalls Pro has some wonderful features. We can tell the system to call the...

Aug 2023
||
(0)
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Analyst/Coordinator

Relationship

Our customer service representatives from TeleVox are very receptive and always respond quickly....

Aug 2023
||
(0)
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