HouseCalls Pro Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Loyalty
We are thinking about migrating to our EHR vendor's product because we want to decrease costs,...
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Loyalty
I anticipate we will be more satisfied in the future because we are finishing up a phase of a...
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Product
Current patients can opt out of getting a text message from TeleVox, and TeleVox will record that on...
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Loyalty, Relationship
We are considering leaving HouseCalls Pro because TeleVox continues to surprise us with billing....
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Relationship
All the tools that HouseCalls Pro has rolled out in recent years are helpful. HouseCalls Pro is a...
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Relationship, Operations
TeleVox doesn’t really offer training for HouseCalls Pro. They have tips sheets and guides that I...
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Product
There are certain ways to do things with HouseCalls Pro, and depending on what kind of messaging I...
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Relationship
TeleVox has an automatic alert if something is down; we will get alerted for that, but they don't...
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Loyalty, Relationship
TeleVox hopes that their customers will stay with them because they have been doing this longer than...
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Relationship, Product
HouseCalls Pro is our call portal, so it does automated calls to our patients for us. Let's say we...
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Relationship
TeleVox doesn’t meet deadlines. We switched to this HouseCalls Pro product, and that took way longer...
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Loyalty
We are having some issues with TeleVox. They are not performing as expected or providing the...
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Relationship
TeleVox is usually pretty judicious about the promises that they make. They rarely break their promises....
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Relationship, Operations
TeleVox doesn't really have any training. If an organization has an attentive service...
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Product
Sometimes, TeleVox sends out updates that I don't think have been tested enough. The vendor also...
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Relationship
TeleVox has gotten better at being proactive over the past few years, but they still aren't quite...
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Loyalty, Value
Like any business, our health system is trying to find ways to maximize value for cost. There are...
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Relationship
We have a dedicated support representative from TeleVox, and that person is great. I can't complain...
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Product
The interface that we use HouseCalls Pro for is very simple. It is basically a text interaction....
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Operations
TeleVox was incredible during the go-live. We don't really have any upgrades to the system. They...
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Relationship
TeleVox's support is really easy to work with. I can email them or open a ticket, and they are...
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Loyalty
We have a few years left on the contract with TeleVox, so we will have HouseCalls Pro for at least...
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Product
The text message is extremely easy for patients to use in HouseCalls Pro, and I would rate it the...
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Culture, Value
I give TeleVox a star for avoiding charging. They contacted me recently with a new billing...
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Culture, Product
The product does exactly what TeleVox told us it would. I can't think of any instance where it...
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Value
HouseCalls Pro's biggest strength is its versatility when it comes to being able to send a phone...
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Relationship
I think that with TeleVox's system that they have in place, they are able to do a really good job of...
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Operations, Product
TeleVox could make their website a little easier to use. Sometimes it is not as user intuitive as...
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Product
Some reporting aspects with HouseCalls were phenomenal. We would get daily emailed reports....
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Value
Our pricing definitely increased with HouseCalls Pro, but we did an unlimited plan, so there has...
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Operations
The initial training was good. The ongoing training is really not too available. When we first went...
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Product
HouseCalls Pro is not hard for our patients to use at all. The problem is just the follow-through...
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Relationship
There are times when TeleVox will proactively tell us that they are going to be closed for a holiday...
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Product
Sometimes HouseCalls Pro works; sometimes it doesn’t. It texts our patients, but that is all. We...
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Relationship
HouseCalls Pro works for us; we just cross our fingers and pray that we don't have issues. TeleVox...
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Operations
We had a great person for the implementation. They were wonderful and really helpful. The downfall...
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Loyalty, Relationship
Knowing what we know now, we would have pressed harder to stay with HouseCalls. We were told...
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Relationship
The transition from HouseCalls to HouseCalls Pro was fine. But quite frankly, we miss HouseCalls....
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Loyalty
We decided to move to HouseCalls Pro because we wanted the ability to text our patients. I preferred...
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Product
The data exists in HouseCalls Pro, but we have to pull it internally and do all the manipulation on...
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Relationship
With TeleVox, some of the turnaround times for getting issues resolved are not what we were...
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Culture, Value
TeleVox does what we ask them to do. They have more capabilities that we aren't taking advantage of,...
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Culture
The contract was designed so that once we exceeded the maximum we started getting charged on a...
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Loyalty
We wanted to stay with TeleVox for the long term, but now, our EHR vendor's communications solution...
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Culture, Value
For any assistance or build, the vendor does not charge us for consulting hours, build hours, or...
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Loyalty, Product
Between HouseCalls Pro and our EHR, we have a gateway set up that feeds our data in and gets the...
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Culture, Relationship, Operations
The TeleVox people who we have dealt with truly wanted the solution to make a difference in our...
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Relationship
From a customer relation standpoint, there are things that the vendor could do much better than they...
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Operations
There is no training for the system. Any training or updates come from our internal team and not...
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Culture, Value
We were on a per-text agreement and per-call charge, and with our renewal, we moved to a flat fee....
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Operations
Due to past experiences, when we implemented the system, our implementation was very quick and...
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Culture, Relationship
TeleVox's support is gross. We had an issue, and we called the vendor's phone support. However, the...
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Product
Most of the time, the system works. However, other times, some things will just break, and we will...
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Value
Since the system has character limits that would require messages to go over to another text...
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Product
Staff members have a portal they can log in to to check workflows and campaigns that have been sent....
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Culture, Operations
When TeleVox implemented a new instance of the system, that took months to do. That was due to a...
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Product
The system is pretty easy to use from a patient perspective. Users get a reminder message, and then...
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Relationship
HouseCalls Pro is supposed to be fairly straightforward., but there was a mishap where the system...
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Product
The system is basically fed whatever we give it as far as contacts go, and it is pretty...
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Culture, Product
We had a few bumps in terms of how the product should be working. We have one outstanding issue, but...
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Culture, Value
One thing I really do like about our contract with the vendor is that there are no limits on it. It...
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Loyalty
The product's integration is not great. We would love for the product to connect with our EHR...
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Relationship, Operations
The vendor is still working on getting developers, so the vendor's delivery of technology is pretty...
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Operations
For office staff members, the product is not super user friendly, but there are manuals, and we can...
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Operations
The implementation was a struggle. The vendor was very hands off during it, and they also had us...
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Operations
Right after we went live, the vendor's training was terrible. And now that they have switched to...
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Product
The product's ease of use for patients is pretty high, although we do have some patients get...
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Relationship
The vendor sure tries to keep their promises. The intent is there. Also, the vendor's support is...
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Relationship
TeleVox’s support team is usually pretty good about getting back to me about any issues. There have...
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Product
I know TeleVox does upgrades, but I haven't noticed a whole lot of difference after the upgrades....
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Relationship, Product
I haven't had any issues apart from one problem we once had with text messaging. Patients weren't...
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Product
We haven't really upgraded at all. We just do appointment reminders, calls, and texts. That is about...
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Operations, Product
I don't deal directly with patients, but if patients are complaining about receiving too many...
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Loyalty
HouseCalls Pro is not part of our long-term plans because our EHR vendor is coming up with a way to...
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Product
With HouseCalls Pro, we are having a lot of issues with being able to even send a broadcast message;...
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Product
The HouseCalls Pro office staff experience is similar to the patient experience, but it is a...
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Relationship
The people at TeleVox are trying to help, but we are just not coming up with any resolution. I don't...
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Operations
TeleVox’s training depends on the role in the health system. The way that I got access to the system...
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Product
With HouseCalls Pro, there are limitations in what we are able to give in our reminder calls. If...
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Operations, Product
I don't think HouseCalls Pro is very user friendly; it is clunky and can be manual. I would really...
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Relationship
When we get emails with updates about HouseCalls Pro, we review them and can reach out to our...
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Product
I have been on all the various platforms with Intrado, and I used to complain all the time that it...
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Relationship, Product
We signed up for alerts with TeleVox, so we should be aware of issues in HouseCalls Pro. Because of...
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Product
HouseCalls Pro is pretty good. It is a very stable product. TeleVox has been adding new features...
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Product
We have run into some issues after upgrades where some features in HouseCalls Pro will not work. So...
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Relationship
Generally, we are reactive, but we get status reports from TeleVox if something goes down. So...
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Operations
For training, we had a quick overview, and then TeleVox shared some videos. The videos were decent,...
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Operations
The implementation was pretty good. TeleVox did pretty well when we implemented the system. The...
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Loyalty, Product
Since we moved to the new product, the HouseCalls Pro system, some of the information and the...
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Product
I’m not fully satisfied with the ease of use for the patients because, for example, if a patient...
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Relationship
There is support when we put in questions or things for enhancements. It is decent. It is not the...
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Culture, Relationship
Our biggest frustration with the system is there is no API with our EMR, and we have been talking...
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Loyalty
HouseCalls Pro isn’t part of our long-term plans. We cycle, and we look at vendors all the time for...
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Culture, Relationship
Overall, TeleVox doesn’t keep all their promises, but they have been better than they were. We have...
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Culture, Loyalty, Value
HouseCalls Pro is very expensive. I am satisfied with the software, but the price is just...
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Relationship
We don't have as frequent of check-ins with TeleVox as we do with another vendor, but we do check in...
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Operations
TeleVox did a pretty decent job at the implementation, and the timelines were pretty close. When we...
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Culture, Relationship
In terms of unkept promises, TeleVox always goes toward their customer service and support, and it...
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Value
We get charged for every transaction, and that is maybe dependent on the number of transactions we...
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Product
As far as the SMS text messages go, HouseCalls Pro works as promoted. It is some of the other...
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Operations, Product
The ease of use for end users is fine. I don't think we have had any problems with end users unless...
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Relationship
TeleVox has really monopolized the market as far as appointment reminders go, but with that...
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Loyalty
HouseCalls Pro is not part of our long-term plan because we are really trying to get to more of a...
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Relationship
TeleVox’s support is not responsive. That is why I grade them low. Our biggest issue is that when...
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Loyalty, Relationship, Value
I would buy HouseCalls Pro again if we could get it to work consistently without the glitches and...
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Relationship, Operations
Once we moved off the implementation services into support, things have been very good. I have been...
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Product
HouseCalls Pro does the functionality that we expect and ask it to do, without a doubt. And it is...
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Loyalty
I would lean toward HouseCalls Pro not being part of our long-term plans, but I don’t know that for...
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Loyalty, Operations
I wouldn't buy HouseCalls Pro again. The functionality works well, but the implementation with...
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Relationship, Product
We notice issues more on our side. I am not getting things sent from TeleVox that say they noticed...
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Loyalty
If HouseCalls Pro were the only product in the space, then I would buy it again. There has been...
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Loyalty
We are looking for more of a next-generation reminder system; we want something that is a little...
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Relationship, Product
I would tell a friend or colleague that HouseCalls Pro’s interface works fairly well. The setup is a...
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Product
I haven't had any issue with TeleVox saying one thing and doing another. For the most part,...
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Product
I don't think HouseCalls Pro is very user afriendly or very obvious. There is a lot more that...
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Product
We had an outage where the platform was not functioning at all. All our clinics had to manually call...
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Relationship
The support process is very clunky with TeleVox. We try to start tickets, and then they close them,...
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Relationship
I'm very satisfied with TeleVox’s proactivity because their representative let me know about an...
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Relationship
With time, TeleVox gets things to the right people. But it is not a clear process. I worked with a...
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Culture, Value
We were going through some contract negotiations with TeleVox. They had a huge push to move us to...
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Product
It isn't difficult for a user to respond to a text from HouseCalls Pro, but that assumes that the...
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Relationship, Product
We don't have the ability to fix issues in the system, so we are at the mercy of TeleVox's support,...
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Operations
Our implementation with TeleVox was terrible. It took four times as long as it should have. There...
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Product
The system's integration piece that uses APIs is much better than it was in the past.
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Product
TeleVox's new platform has taken away a lot of the reports that our end users used to access, and...
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Loyalty, Relationship
TeleVox has developed notifications. They tell us when there are problems. That way, we don't have...
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Culture, Relationship
Sometimes, we get very vague responses from TeleVox's support people. When we are working with our...
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Culture, Operations
TeleVox gave a presentation on how their system could do two-way texting with Epic's systems, but...
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Operations
When we originally went live with HouseCalls Pro, the system was handheld. Some things were assumed...
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Culture, Relationship
TeleVox has made us aware of some things. For example, they reached out to us proactively about an...
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Operations, Product
HouseCalls Pro is intuitive. We can navigate it fully with the training that we received for it when...
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Relationship, Product
TeleVox is upgrading. They are pretty proactive in trying to enhance things a year or two before we...
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Relationship, Operations
Whenever I need anything, TeleVox's support team is there for me. They walk me through everything I...
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Value
HouseCalls Pro is extremely expensive, but they have been proactive in trying to help us package...
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Loyalty
TeleVox meets our current needs. However, HouseCalls Pro is not a part of our long-term plans for...
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Operations, Product
For the patients, the messages will show up on their phones just like text messages would. That is...
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Relationship
The vendor's customer service has been helpful, and we like having a person to reach out to. One...
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Relationship, Product
We track external referrals and make reports on those referrals, and we do outreach to our clients...
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Loyalty, Product
We don't have the product set up for the functionality yet, but we have plans to get the ability for...
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Relationship, Operations
When we first started with TeleVox, we ran into some issues. There were certain bugs that we had to...
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Culture
We definitely found things that maybe needed to be clarified more. For example, there was some...
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Operations
On the vendor's site, they provide a way we can get trained on our own, and it will show us videos...
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Culture, Loyalty
We started with a different company that was bought by Intrado right near when we went live with...
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Culture, Value
HouseCalls Pro is absolutely not worth the money. Support of all types is lacking. The contracting...
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Product
For our office staff members, HouseCalls Pro is a little tricky. The support portal is poor, and I...
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Relationship
When we moved to HouseCalls Pro, it was supposed to be more self-service than our previous product;...
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Relationship
I have standing meetings with the vendor’s executives. I can't say that that has helped resolve some...
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Loyalty, Relationship
The vendor’s customer service has been terrible. They are one of the biggest players in the market,...
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Relationship, Product
Sometimes some errors take place with interoperability. HouseCalls Pro can't be perfect. There is...
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Product
We have a really old patient base, so when we send our reminders through HouseCalls Pro, some of our...
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Product
I don't have any complaints about HouseCalls Pro. It is pretty easy to use, and I like that it takes...
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Culture, Operations
The process of going live with TeleVox's product took way longer than it was supposed to and was...
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Relationship
We don't have any super complicated workflows set up, but we have continual issues with TeleVox...
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Operations
Access to TeleVox's website has been helpful and really easy. The website is pretty straightforward....
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Relationship
The text messages go out and go back and forth. When we give TeleVox a very concrete direction,...
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Relationship
The data that TeleVox sends could show what the data looks like, but it comes in snippets that are...
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Culture, Product
We were recently trying to get some metrics from TeleVox to see whether our subscriber base had...
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Product
We get out our bidirectional appointment confirmations. That was all that we were really looking to...
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Product
I haven't gotten any complaints about HouseCalls Pro, so it must be pretty easy. I like HouseCalls...
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Value
HouseCalls Pro is a little expensive for what we are doing, but it is nice to have. The service is...
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Product
We have had a lot of issues in HouseCalls Pro with patients thinking they are confirming the...
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Product
With HouseCalls Pro, I would love to see a reminder a little further out than just the two days that...
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Product, Value
Since we started using HouseCalls Pro, we have had fewer no-shows. I think that is the goal of any...
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Operations, Product
We are not 100% satisfied with the upgrades for HouseCalls Pro. TeleVox does upgrade the features in...
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Loyalty
At the time that we purchased it, HouseCalls Pro was the right choice for us. We have used one piece...
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Relationship
We have had a couple of really good account managers from TeleVox who have made our experiences so...
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Relationship
TeleVox had a data breach or exposure a while ago, and during that time, they were very good and...
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Culture, Relationship, Value
We have been trying to get a refund for an issue that TeleVox had, but the vendor has really dragged...
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Operations
We have to ask for training a lot, and we have to be our own advocates or work with our account...
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Relationship, Product, Value
TeleVox is working really hard to compete with other vendors and to integrate their system. That is...
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Relationship
TeleVox has made a lot of improvements to their support over the last year. They have improved...
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Product
I get a lot of patient complaints about the reminder call system in HouseCalls Pro. If a patient has...
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Relationship, Product
HouseCalls Pro is so easy because we don't have to do anything with it. Also, when the calls go out...
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Relationship
I can relate my communications to TeleVox directly, but I haven't had any contact with TeleVox....
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Relationship, Product
There are low levels of communication when the calls don’t go out with HouseCalls Pro. We get a...
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Operations
When we first started on the product, there were a few days every month when the calls wouldn’t go...
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Loyalty
TeleVox is coming out with some new functionality that will address situations where the patients...
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Loyalty, Product
Our organization has changed over the time we have been on HouseCalls Pro, but before some of those...
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Product
HouseCalls Pro really falls short in quality and effectiveness. For instance, we are only allowed...
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Loyalty
We will be integrating with our EHR vendor’s communication module, which could support the services...
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Culture
TeleVox could have been better at communicating expectations about HouseCalls Pro’s two-way texting...
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Loyalty
We have been shopping around the different vendors because of different tools we would like to have....
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Value
HouseCalls Pro is serving our needs. However, as much as TeleVox has been proactive and has found...
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Relationship
The team that I work with at TeleVox is great. They find staff to answer questions, they answer my...
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Relationship
HouseCalls Pro was a nice upgrade compared to the legacy platform that we were on with TeleVox....
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Operations
The HouseCalls Pro platform is very busy. There is a lot of information. TeleVox does provide...
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