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HouseCalls Pro Commentary
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Adam Cherrington
VP of Engagement
KLAS VP of Engagement - Adam Cherrington
 
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User Commentary

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Manager

Relationship

A few years ago, TeleVox was hit with ransomware, so they had to shut down the entire operation...

Apr 2025
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Manager

Culture

TeleVox absolutely does not keep all their promises. A very important part in dealing with anybody...

Apr 2025
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Manager

Product

HouseCalls Pro is a good, very simple product to use, and it works. The patients are happy with it...

Apr 2025
||
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Manager

Culture

Whoever is paying the bills for HouseCalls Pro has to keep monitoring it. TeleVox doesn't charge for...

Apr 2025
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Manager

Relationship, Value

TeleVox’s communication is terrible. We didn’t get any notice that there would be a price increase....

Apr 2025
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Manager

Culture

We had an issue with TeleVox where I wanted to negotiate the price in the contract with them, and...

Apr 2025
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Analyst/Coordinator

Product

I can't really suggest an improvement TeleVox could make in their texting capabilities because in...

Apr 2025
||
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Analyst/Coordinator

Product

With the texting capabilities of HouseCalls Pro, our translations were easier to capture and...

Apr 2025
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Analyst/Coordinator

Operations, Product

We do have people who use HouseCalls Pro, and it is not very user-friendly. Staff members don't have...

Apr 2025
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Analyst/Coordinator

Product, Value

HouseCalls Pro has reduced our no-show capabilities across the institution. It is a big thing to get...

Apr 2025
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Analyst/Coordinator

Relationship

TeleVox has gotten much better at being proactive. However, if I don't ask for an escalation,...

Apr 2025
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Analyst/Coordinator

Loyalty

At this point, I would buy HouseCalls Pro again. HouseCalls Pro is definitely in the plan for the...

Apr 2025
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Analyst/Coordinator

Culture, Relationship

For those we work with, TeleVox keeps their promises. We have had some things in the past, but they...

Apr 2025
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Analyst/Coordinator

Loyalty, Product

Recently, we floated over to Epic's version of texting, so TeleVox right now only has our phone...

Apr 2025
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Analyst/Coordinator

Culture, Relationship

The only issue that we have had with TeleVox recently was that we were trying to get in touch with...

Apr 2025
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Analyst/Coordinator

Operations

We don't really have ongoing training for HouseCalls Pro. If there is really something we need, we...

Apr 2025
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Analyst/Coordinator

Product

Patients get appointment reminders through HouseCalls Pro. They press a button, and their response...

Apr 2025
||
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Analyst/Coordinator

Relationship, Product

TeleVox is really on top of the latest technology. They make sure that patients are satisfied, and...

Apr 2025
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Analyst/Coordinator

Loyalty

Our office staff members don’t really use HouseCalls Pro. The only thing they might check is the...

Apr 2025
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Analyst/Coordinator

Relationship

When I have needed service from TeleVox, I have gotten it. There is a specific TeleVox...

Apr 2025
||
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Manager

Operations

TeleVox underpromises and overdelivers. Their implementation team is great to work with. TeleVox has...

Mar 2025
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Manager

Relationship

I give TeleVox's executive involvement a middle-of-the-road rating. The frontline people I work...

Mar 2025
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Manager

Loyalty

HouseCalls Pro is not part of our long-term plans, but it isn't because it is a bad product for us....

Mar 2025
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Manager

Culture, Value

TeleVox avoids charging for every little thing. Their rates are pretty standard. We just have a base...

Mar 2025
||
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Manager

Value

TeleVox is great at driving tangible outcomes. They definitely rate at the top of the scale in terms...

Mar 2025
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Manager

Operations, Product

When everything is going, the ease of use for HouseCalls Pro is good, but the setup can be rather...

Mar 2025
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Analyst/Coordinator

Operations

We had a good experience with the implementation of HouseCalls Pro. The implementation was easy, and...

Mar 2025
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Analyst/Coordinator

Product

HouseCalls Pro works well with our EHR and the files that go back and forth. We would like some more...

Mar 2025
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Analyst/Coordinator

Product

We use HouseCalls Pro for texting appointment reminders and phone calls, and we also use the...

Mar 2025
||
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Analyst/Coordinator

Relationship

We have several touch bases with TeleVox a year, but we don't get frequent communication from them....

Mar 2025
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Analyst/Coordinator

Product

Some of the feedback we have gotten from patients about HouseCalls Pro is that the voice recording...

Mar 2025
||
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Manager

Loyalty, Value

HouseCalls Pro has been effective in cutting down our no-shows, and that was the main goal, so we...

Mar 2025
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Manager

Operations

The initial training for HouseCalls Pro was fine, but we have not had any ongoing training. The...

Mar 2025
||
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Manager

Value

TeleVox could improve their SMS texting with two-way texting and the pricing associated with that....

Mar 2025
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Manager

Relationship

One thing that we like about moving to HouseCalls Pro is the fact that we can do more of our own...

Mar 2025
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Manager

Product, Value

An outcome we have seen from using this solution is the benefit of being able to text our patients....

Mar 2025
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Manager

Culture

We have talked to TeleVox a couple of times about pricing, and our representative is not even...

Mar 2025
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Manager

Operations

We were pushed by TeleVox to move to the new platform, and we had a certain time frame to do it....

Mar 2025
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Manager

Loyalty

We are planning to leave TeleVox. We have already switched over our text messaging to another...

Mar 2025
||
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Manager

Operations, Value

TeleVox was really hands-on, helpful, and patient during the implementation. We have improved our...

Feb 2025
||
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Manager

Relationship

When I have questions about HouseCalls Pro, I go to our internal support team, and they take care of...

Feb 2025
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Manager

Relationship, Product

With HouseCalls Pro, once older patients get the phone call, they have the option to cancel the...

Feb 2025
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Manager

Loyalty

I'm assuming HouseCalls Pro will stay around because I don’t believe our organization will ever put...

Feb 2025
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Manager

Operations

There is a lot of TeleVox training material out there. Also, the vendor offers online classes we can...

Feb 2025
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Manager

Relationship, Product

Back in the COVID-19 days, TeleVox really stepped up with their broadcast abilities and the system's...

Feb 2025
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Manager

Relationship

TeleVox’s support portal goes down once in a while, and sometimes when we have to call after hours,...

Feb 2025
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Manager

Product

We can now maintain the build on the TeleVox side. Now that TeleVox has a new HouseCalls Pro...

Feb 2025
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Manager

Relationship, Product

The issues we have had haven't been with TeleVox but have been with another vendor. That vendor has...

Feb 2025
||
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Manager

Loyalty, Product

Before we moved to HouseCalls Pro, we only had English and one other language for messages, and we...

Feb 2025
||
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Manager

Relationship

There were some technically challenged people in TeleVox’s support structure who weren’t ready for...

Feb 2025
||
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Manager

Culture, Value

We were paying a little too much for HouseCalls Pro for a while, but ever since we renegotiated the...

Feb 2025
||
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Manager

Relationship

TeleVox’s support model is outstanding, and they are honest if they can't do something. Our account...

Feb 2025
||
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Manager

Relationship, Product, Value

We have been able to do everything that we have needed to do in HouseCalls Pro, like include links....

Feb 2025
||
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Manager

Operations

We had a major project with TeleVox, and it went fairly well. We worked with a lot of different...

Feb 2025
||
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Analyst/Coordinator

Product

Compared with last year, there are not nearly as many bugs within the system. I haven't seen a ton...

Feb 2025
||
(0)
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Analyst/Coordinator

Product

HouseCalls Pro has the ability to send out blast messages to hundreds of clients if that is what is...

Feb 2025
||
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Analyst/Coordinator

Relationship, Product

Whenever we send clients anywhere outside of our agency, we have plenty of different partnerships...

Feb 2025
||
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Analyst/Coordinator

Loyalty, Product

It has been very helpful to have integration options with TeleVox. We have looked at many different...

Feb 2025
||
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Analyst/Coordinator

Relationship, Product

I would tell a peer or friend just how important having multiple modes of communication with...

Feb 2025
||
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Analyst/Coordinator

Relationship

Last year, we had some user issues with the overall functions of HouseCalls Pro and with getting...

Feb 2025
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Analyst/Coordinator

Relationship, Product, Value

We use HouseCalls Pro not only for referrals but also for appointment reminders. I have seen great...

Feb 2025
||
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Manager

Relationship

The vendor keeps telling us that they are going to upgrade our entire system to the new platform....

Feb 2025
||
(0)
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Manager

Relationship

TeleVox needs to create a better ticketing process. If they worded the tickets in their language, it...

Feb 2025
||
(0)
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Manager

Relationship, Product

HouseCalls Pro has always been a very complicated build, so it leaves a lot of room for error. There...

Feb 2025
||
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Manager

Loyalty, Relationship

When the vendor does have updates, they are slow to come. I really hope that things are better in a...

Feb 2025
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Manager

Product

Specific outcomes we have achieved are work queue clean-up and patient outreach for different...

Feb 2025
||
(0)
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Manager

Product

TeleVox could improve their SMS texting by allowing links into our MyChart system. That would be...

Feb 2025
||
(0)
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Manager

Relationship, Product

Broadcasting has been a game changer for cleanup projects and campaign things. We don't have that...

Feb 2025
||
(0)
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Manager

Product

HouseCalls Pro is a long-term product. It has been around forever. With broadcast messaging, it was...

Feb 2025
||
(0)
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Director

Loyalty

We are thinking about migrating to our EHR vendor's product because we want to decrease costs,...

Nov 2024
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(0)
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Director

Loyalty

I anticipate we will be more satisfied in the future because we are finishing up a phase of a...

Nov 2024
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(0)
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Manager

Product

Current patients can opt out of getting a text message from TeleVox, and TeleVox will record that on...

Nov 2024
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(0)
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Manager

Loyalty, Relationship

We are considering leaving HouseCalls Pro because TeleVox continues to surprise us with billing....

Nov 2024
||
(0)
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Manager

Relationship

All the tools that HouseCalls Pro has rolled out in recent years are helpful. HouseCalls Pro is a...

Nov 2024
||
(0)
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Manager

Relationship, Operations

TeleVox doesn’t really offer training for HouseCalls Pro. They have tips sheets and guides that I...

Nov 2024
||
(0)
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Manager

Product

There are certain ways to do things with HouseCalls Pro, and depending on what kind of messaging I...

Nov 2024
||
(0)
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Manager

Relationship

TeleVox has an automatic alert if something is down; we will get alerted for that, but they don't...

Nov 2024
||
(0)
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Manager

Loyalty, Relationship

TeleVox hopes that their customers will stay with them because they have been doing this longer than...

Nov 2024
||
(0)
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Director

Relationship, Product

HouseCalls Pro is our call portal, so it does automated calls to our patients for us. Let's say we...

Oct 2024
||
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Director

Relationship

TeleVox doesn’t meet deadlines. We switched to this HouseCalls Pro product, and that took way longer...

Oct 2024
||
(0)
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Director

Loyalty

We are having some issues with TeleVox. They are not performing as expected or providing the...

Oct 2024
||
(0)
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Manager

Relationship

TeleVox is usually pretty judicious about the promises that they make. They rarely break their promises....

Sep 2024
||
(0)
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Manager

Relationship, Operations

TeleVox doesn't really have any training. If an organization has an attentive service...

Sep 2024
||
(0)
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Manager

Product

Sometimes, TeleVox sends out updates that I don't think have been tested enough. The vendor also...

Sep 2024
||
(0)
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Manager

Relationship

TeleVox has gotten better at being proactive over the past few years, but they still aren't quite...

Sep 2024
||
(0)
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Manager

Loyalty, Value

Like any business, our health system is trying to find ways to maximize value for cost. There are...

Sep 2024
||
(0)
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Manager

Relationship

We have a dedicated support representative from TeleVox, and that person is great. I can't complain...

Sep 2024
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(0)
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Manager

Product

The interface that we use HouseCalls Pro for is very simple. It is basically a text interaction....

Sep 2024
||
(0)
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Director

Operations

TeleVox was incredible during the go-live. We don't really have any upgrades to the system. They...

Sep 2024
||
(0)
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Director

Relationship

TeleVox's support is really easy to work with. I can email them or open a ticket, and they are...

Sep 2024
||
(0)
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Director

Loyalty

We have a few years left on the contract with TeleVox, so we will have HouseCalls Pro for at least...

Sep 2024
||
(0)
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Director

Product

The text message is extremely easy for patients to use in HouseCalls Pro, and I would rate it the...

Sep 2024
||
(0)
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Director

Culture, Value

I give TeleVox a star for avoiding charging. They contacted me recently with a new billing...

Sep 2024
||
(0)
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Director

Culture, Product

The product does exactly what TeleVox told us it would. I can't think of any instance where it...

Sep 2024
||
(0)
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Manager

Value

HouseCalls Pro's biggest strength is its versatility when it comes to being able to send a phone...

Sep 2024
||
(0)
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Manager

Relationship

I think that with TeleVox's system that they have in place, they are able to do a really good job of...

Sep 2024
||
(0)
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Manager

Operations, Product

TeleVox could make their website a little easier to use. Sometimes it is not as user intuitive as...

Sep 2024
||
(0)
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Manager

Product

Some reporting aspects with HouseCalls were phenomenal. We would get daily emailed reports....

Jul 2024
||
(0)
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Manager

Value

Our pricing definitely increased with HouseCalls Pro, but we did an unlimited plan, so there has...

Jul 2024
||
(0)
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Manager

Operations

The initial training was good. The ongoing training is really not too available. When we first went...

Jul 2024
||
(0)
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Manager

Product

HouseCalls Pro is not hard for our patients to use at all. The problem is just the follow-through...

Jul 2024
||
(0)
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Manager

Relationship

There are times when TeleVox will proactively tell us that they are going to be closed for a holiday...

Jul 2024
||
(0)
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Manager

Product

Sometimes HouseCalls Pro works; sometimes it doesn’t. It texts our patients, but that is all. We...

Jul 2024
||
(0)
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Manager

Relationship

HouseCalls Pro works for us; we just cross our fingers and pray that we don't have issues. TeleVox...

Jul 2024
||
(0)
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Manager

Operations

We had a great person for the implementation. They were wonderful and really helpful. The downfall...

Jul 2024
||
(0)
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Manager

Loyalty, Relationship

Knowing what we know now, we would have pressed harder to stay with HouseCalls. We were told...

Jul 2024
||
(0)
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Manager

Relationship

The transition from HouseCalls to HouseCalls Pro was fine. But quite frankly, we miss HouseCalls....

Jul 2024
||
(0)
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Manager

Loyalty

We decided to move to HouseCalls Pro because we wanted the ability to text our patients. I preferred...

Jul 2024
||
(0)
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Director

Product

The data exists in HouseCalls Pro, but we have to pull it internally and do all the manipulation on...

Jul 2024
||
(0)
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Director

Relationship

With TeleVox, some of the turnaround times for getting issues resolved are not what we were...

Jul 2024
||
(0)
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Director

Culture, Value

TeleVox does what we ask them to do. They have more capabilities that we aren't taking advantage of,...

Jul 2024
||
(0)
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Director

Culture

The contract was designed so that once we exceeded the maximum we started getting charged on a...

Jul 2024
||
(0)
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Director

Loyalty

We wanted to stay with TeleVox for the long term, but now, our EHR vendor's communications solution...

Jul 2024
||
(0)
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Director

Culture, Value

For any assistance or build, the vendor does not charge us for consulting hours, build hours, or...

Jul 2024
||
(0)
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Director

Loyalty, Product

Between HouseCalls Pro and our EHR, we have a gateway set up that feeds our data in and gets the...

Jul 2024
||
(0)
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Director

Culture, Relationship, Operations

The TeleVox people who we have dealt with truly wanted the solution to make a difference in our...

Jul 2024
||
(0)
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Manager

Relationship

From a customer relation standpoint, there are things that the vendor could do much better than they...

Jul 2024
||
(0)
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Manager

Operations

There is no training for the system. Any training or updates come from our internal team and not...

Jul 2024
||
(0)
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Manager

Culture, Value

We were on a per-text agreement and per-call charge, and with our renewal, we moved to a flat fee....

Jul 2024
||
(0)
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Manager

Operations

Due to past experiences, when we implemented the system, our implementation was very quick and...

Jul 2024
||
(0)
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Manager

Culture, Relationship

TeleVox's support is gross. We had an issue, and we called the vendor's phone support. However, the...

Jul 2024
||
(0)
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Manager

Product

Most of the time, the system works. However, other times, some things will just break, and we will...

Jul 2024
||
(0)
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Manager

Value

Since the system has character limits that would require messages to go over to another text...

Jul 2024
||
(0)
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Manager

Product

Staff members have a portal they can log in to to check workflows and campaigns that have been sent....

Jul 2024
||
(0)
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Manager

Culture, Operations

When TeleVox implemented a new instance of the system, that took months to do. That was due to a...

Jul 2024
||
(0)
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Manager

Product

The system is pretty easy to use from a patient perspective. Users get a reminder message, and then...

Jul 2024
||
(0)
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Director

Relationship

HouseCalls Pro is supposed to be fairly straightforward., but there was a mishap where the system...

Jun 2024
||
(0)
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Director

Product

The system is basically fed whatever we give it as far as contacts go, and it is pretty...

Jun 2024
||
(0)
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Analyst/Coordinator

Culture, Product

We had a few bumps in terms of how the product should be working. We have one outstanding issue, but...

Jun 2024
||
(0)
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Analyst/Coordinator

Culture, Value

One thing I really do like about our contract with the vendor is that there are no limits on it. It...

Jun 2024
||
(0)
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Analyst/Coordinator

Loyalty

The product's integration is not great. We would love for the product to connect with our EHR...

Jun 2024
||
(0)
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Analyst/Coordinator

Relationship, Operations

The vendor is still working on getting developers, so the vendor's delivery of technology is pretty...

Jun 2024
||
(0)
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Analyst/Coordinator

Operations

For office staff members, the product is not super user friendly, but there are manuals, and we can...

Jun 2024
||
(0)
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Analyst/Coordinator

Operations

The implementation was a struggle. The vendor was very hands off during it, and they also had us...

Jun 2024
||
(0)
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Analyst/Coordinator

Operations

Right after we went live, the vendor's training was terrible. And now that they have switched to...

Jun 2024
||
(0)
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Analyst/Coordinator

Product

The product's ease of use for patients is pretty high, although we do have some patients get...

Jun 2024
||
(0)
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Analyst/Coordinator

Relationship

The vendor sure tries to keep their promises. The intent is there. Also, the vendor's support is...

Jun 2024
||
(0)
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Analyst/Coordinator

Relationship

TeleVox’s support team is usually pretty good about getting back to me about any issues. There have...

Jun 2024
||
(0)
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Analyst/Coordinator

Product

I know TeleVox does upgrades, but I haven't noticed a whole lot of difference after the upgrades....

Jun 2024
||
(0)
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Analyst/Coordinator

Relationship, Product

I haven't had any issues apart from one problem we once had with text messaging. Patients weren't...

Jun 2024
||
(0)
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Analyst/Coordinator

Product

We haven't really upgraded at all. We just do appointment reminders, calls, and texts. That is about...

Jun 2024
||
(0)
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Analyst/Coordinator

Operations, Product

I don't deal directly with patients, but if patients are complaining about receiving too many...

Jun 2024
||
(0)
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Analyst/Coordinator

Loyalty

HouseCalls Pro is not part of our long-term plans because our EHR vendor is coming up with a way to...

Jun 2024
||
(0)
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Director

Product

With HouseCalls Pro, we are having a lot of issues with being able to even send a broadcast message;...

Jun 2024
||
(0)
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Director

Product

The HouseCalls Pro office staff experience is similar to the patient experience, but it is a...

Jun 2024
||
(0)
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Director

Relationship

The people at TeleVox are trying to help, but we are just not coming up with any resolution. I don't...

Jun 2024
||
(0)
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Director

Operations

TeleVox’s training depends on the role in the health system. The way that I got access to the system...

Jun 2024
||
(0)
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Director

Product

With HouseCalls Pro, there are limitations in what we are able to give in our reminder calls. If...

Jun 2024
||
(0)
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Director

Operations, Product

I don't think HouseCalls Pro is very user friendly; it is clunky and can be manual. I would really...

Jun 2024
||
(0)
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Analyst/Coordinator

Relationship

When we get emails with updates about HouseCalls Pro, we review them and can reach out to our...

Jun 2024
||
(0)
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Analyst/Coordinator

Product

I have been on all the various platforms with Intrado, and I used to complain all the time that it...

Jun 2024
||
(0)
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Analyst/Coordinator

Relationship, Product

We signed up for alerts with TeleVox, so we should be aware of issues in HouseCalls Pro. Because of...

Jun 2024
||
(0)
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Analyst/Coordinator

Product

HouseCalls Pro is pretty good. It is a very stable product. TeleVox has been adding new features...

Jun 2024
||
(0)
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Analyst/Coordinator

Product

We have run into some issues after upgrades where some features in HouseCalls Pro will not work. So...

Jun 2024
||
(0)
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Analyst/Coordinator

Relationship

Generally, we are reactive, but we get status reports from TeleVox if something goes down. So...

Jun 2024
||
(0)
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VP/Other Executive

Operations

For training, we had a quick overview, and then TeleVox shared some videos. The videos were decent,...

Jun 2024
||
(0)
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VP/Other Executive

Operations

The implementation was pretty good. TeleVox did pretty well when we implemented the system. The...

Jun 2024
||
(0)
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VP/Other Executive

Loyalty, Product

Since we moved to the new product, the HouseCalls Pro system, some of the information and the...

Jun 2024
||
(0)
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VP/Other Executive

Product

I’m not fully satisfied with the ease of use for the patients because, for example, if a patient...

Jun 2024
||
(0)
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VP/Other Executive

Relationship

There is support when we put in questions or things for enhancements. It is decent. It is not the...

Jun 2024
||
(0)
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 or  to see details.

VP/Other Executive

Culture, Relationship

Our biggest frustration with the system is there is no API with our EMR, and we have been talking...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty

HouseCalls Pro isn’t part of our long-term plans. We cycle, and we look at vendors all the time for...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Relationship

Overall, TeleVox doesn’t keep all their promises, but they have been better than they were. We have...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Loyalty, Value

HouseCalls Pro is very expensive. I am satisfied with the software, but the price is just...

Jun 2024
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

We don't have as frequent of check-ins with TeleVox as we do with another vendor, but we do check in...

Jun 2024
||
(0)
 Thank you  Helpful

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Manager

Operations

TeleVox did a pretty decent job at the implementation, and the timelines were pretty close. When we...

May 2024
||
(0)
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Manager

Culture, Relationship

In terms of unkept promises, TeleVox always goes toward their customer service and support, and it...

May 2024
||
(0)
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 or  to see details.

Manager

Value

We get charged for every transaction, and that is maybe dependent on the number of transactions we...

May 2024
||
(0)
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Manager

Product

As far as the SMS text messages go, HouseCalls Pro works as promoted. It is some of the other...

May 2024
||
(0)
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 or  to see details.

Manager

Operations, Product

The ease of use for end users is fine. I don't think we have had any problems with end users unless...

May 2024
||
(0)
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Manager

Relationship

TeleVox has really monopolized the market as far as appointment reminders go, but with that...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty

HouseCalls Pro is not part of our long-term plan because we are really trying to get to more of a...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

TeleVox’s support is not responsive. That is why I grade them low. Our biggest issue is that when...

May 2024
||
(0)
 Thank you  Helpful

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Manager

Loyalty, Relationship, Value

I would buy HouseCalls Pro again if we could get it to work consistently without the glitches and...

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship, Operations

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Loyalty, Operations

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

May 2024
||
(0)
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 or  to see details.

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
||
(0)
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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
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Loyalty

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

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

May 2024
||
(0)
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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
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

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

May 2024
||
(0)
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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
||
(0)
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 or  to see details.

Analyst/Coordinator

Relationship

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

May 2024
||
(0)
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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
||
(0)
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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
||
(0)
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 or  to see details.

Manager

Product

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

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
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Operations

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Relationship

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Relationship

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Operations

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Operations

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Relationship

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Operations, Product

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Product

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Operations

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Value

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty

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

May 2024
||
(0)
 Thank you  Helpful

 or  to see details.

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As patients’ expectations have evolved and provider organizations’ technology has matured, the need for quick, easy, ongoing patient/provider communication has become even more prevalent. It is often no longer sufficient to merely push communications to patients (e.g., appointment reminders). This study examines and defines the current landscape of patient communications solutions—including how they are used; how easy they are to set up, customize, and use on an ongoing basis; and what outcomes they are helping organizations to achieve.
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The pandemic has emphasized the need for healthcare organizations to better accommodate patients’ needs and decrease barriers to effective care. However, patients are frequently absent from discussions around healthcare information technology (HIT). In KLAS’ previous report on the patient perspective , we discovered a lack of alignment between patients’ engagement technology priorities and those of provider organizations and vendors. Since then, KLAS has sought to gain a deeper understanding of what is needed from vendors and providers to drive greater alignment with patients. This report seeks to highlight the patient voice and is one of many KLAS initiatives aimed at more deeply understanding and measuring the patient perspective on HIT.



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