HouseCalls Pro Commentary
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Subject Expert
Adam Cherrington
VP of Engagement
Commentary Summary
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User Commentary
Operations
We pay for unlimited texts, phone calls, and emails. However, getting the email feature set up was...
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Operations
TeleVox doesn't really do well with the training piece. We have to go find training resources. It is...
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Product
Integration is a little cumbersome because we have to send TeleVox a flat file or multiple flat...
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Relationship, Product
We would like to have more control in HouseCalls Pro and more understanding of all the fields on the...
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Relationship
I don't like TeleVox’s support system. I don't think it is that great. TeleVox should do something...
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Relationship
We haven't needed any help from TeleVox at the executive level. I don't doubt I could go higher if I...
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Loyalty
It is probably pretty safe to say that HouseCalls Pro is part of our long-term plans for the next...
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Loyalty, Operations, Product
HouseCalls Pro has been a good product. It works and is effective. We are pretty satisfied. The...
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Relationship
I would say that TeleVox keeps promises, especially these days. Things are better because they...
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Relationship
HouseCalls Pro doesn't help us a lot of times. There are a lot of issues with the product, and it...
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Operations
The HouseCalls Pro implementation was supposed to take a couple of months, but it took much longer....
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Operations
Initially, TeleVox gave us a quick tip guide for HouseCalls Pro, but the tip guide wasn't...
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Product, Value
TeleVox changed their platform recently. On the patient side, nothing changed, but on our side, it...
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Culture, Value
TeleVox used to charge us for every little thing, and now we have an enterprise agreement, so we...
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Relationship
Sometimes on the weekends, TeleVox’s support is not that great. Weekdays are fine. There are...
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Relationship, Product
HouseCalls Pro has been a great product for us, and there has been great flexibility with the...
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Loyalty
Things have improved with HouseCalls Pro, but the demands and feature requests are increasing, so...
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Operations
We ended up with some surprises with the last upgrade of HouseCalls Pro. It was handled terribly. We...
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Value
We are charged for each individual message in HouseCalls Pro. There are also character limits in...
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Relationship
TeleVox should have partnered with us a lot better in terms of keeping promises, timelines, and...
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Loyalty
HouseCalls Pro needs to be more reliable. We are having issues with files creeping up, and...
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Relationship, Product
We have fallout with the ease of use with the office staff. Some users are good about going into the...
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Product
HouseCalls Pro is pretty useful. It basically only asks patients whether they want to confirm their...
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Operations
TeleVox has video trainings that are available. They have lots that are already out there that we...
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Relationship
I requested a couple of new features to be added, and TeleVox added them in. Although there were a...
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Product
It takes a while for users to get into the product, and then they have to get into the dashboard and...
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Relationship
The support from the vendor is kind of teetering. Everything is done through email. A couple of...
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Product
We are getting the reports, and we are getting the calls out there, but sometimes it is hard to get...
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Loyalty
We will be potentially moving away from the product because we are trying to consolidate everything...
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Culture, Value
We don't really get extra charges. However, when we went to the new platform and the new SMS...
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Culture, Relationship
TeleVox does a pretty good job of making sure our customers get their reminder calls and texts. I...
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Relationship
The only issue I have had is HouseCalls Pro has gone down a couple of times without the vendor...
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Relationship
Sometimes when I put in a ticket for updating messages or doing other technical support stuff, the...
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Product
Occasionally, the integration is pretty good, other than when calls don't go out because of some...
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Operations, Product
The website is pretty hard to maneuver through sometimes. The icons we click on are not very...
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Relationship
TeleVox’s support is great. We have had a few issues and things we have needed recently. The support...
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Operations
Overall, we would not buy HouseCalls Pro again. The issue was the implementation process, and things...
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Culture
We have an account manager, and at times, they want to sell us more stuff. We are not interested in...
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Operations
TeleVox has good training, and they have classes. We have new users where we set up HouseCalls Pro...
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Loyalty
When our contract comes up, I think we will evaluate different services. We may replace HouseCalls...
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Product
The messages that come out of HouseCalls Pro are straightforward. We don't ever hear complaints from...
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Value
HouseCalls Pro is a standard flat rate, so I don't think we see TeleVox charging for other things....
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Loyalty, Product
We don't leverage all the features that TeleVox offers, so their solution could be a good fit for...
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Product
Having to upload a file and make sure it is in a certain format for loading in files when doing...
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Relationship
Sometimes it took a while to get issues fixed, but TeleVox was always willing to meet with us, talk...
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Operations
There were a lot of technical issues at the beginning of the implementation that we had our IT team...
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Culture
When our TeleVox contract ends, we will be converting to a different vendor's product, so that will...
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Relationship
A few years ago, TeleVox was hit with ransomware, so they had to shut down the entire operation...
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Culture
TeleVox absolutely does not keep all their promises. A very important part in dealing with anybody...
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Product
HouseCalls Pro is a good, very simple product to use, and it works. The patients are happy with it...
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Culture
Whoever is paying the bills for HouseCalls Pro has to keep monitoring it. TeleVox doesn't charge for...
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Relationship, Value
TeleVox’s communication is terrible. We didn’t get any notice that there would be a price increase....
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Culture
We had an issue with TeleVox where I wanted to negotiate the price in the contract with them, and...
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Product
I can't really suggest an improvement TeleVox could make in their texting capabilities because in...
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Product
With the texting capabilities of HouseCalls Pro, our translations were easier to capture and...
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Operations, Product
We do have people who use HouseCalls Pro, and it is not very user-friendly. Staff members don't have...
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Product, Value
HouseCalls Pro has reduced our no-show capabilities across the institution. It is a big thing to get...
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Relationship
TeleVox has gotten much better at being proactive. However, if I don't ask for an escalation,...
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Loyalty
At this point, I would buy HouseCalls Pro again. HouseCalls Pro is definitely in the plan for the...
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Culture, Relationship
For those we work with, TeleVox keeps their promises. We have had some things in the past, but they...
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Loyalty, Product
Recently, we floated over to Epic's version of texting, so TeleVox right now only has our phone...
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Culture, Relationship
The only issue that we have had with TeleVox recently was that we were trying to get in touch with...
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Operations
We don't really have ongoing training for HouseCalls Pro. If there is really something we need, we...
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Product
Patients get appointment reminders through HouseCalls Pro. They press a button, and their response...
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Relationship, Product
TeleVox is really on top of the latest technology. They make sure that patients are satisfied, and...
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Loyalty
Our office staff members don’t really use HouseCalls Pro. The only thing they might check is the...
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Relationship
When I have needed service from TeleVox, I have gotten it. There is a specific TeleVox...
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Operations
TeleVox underpromises and overdelivers. Their implementation team is great to work with. TeleVox has...
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Relationship
I give TeleVox's executive involvement a middle-of-the-road rating. The frontline people I work...
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Loyalty
HouseCalls Pro is not part of our long-term plans, but it isn't because it is a bad product for us....
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Culture, Value
TeleVox avoids charging for every little thing. Their rates are pretty standard. We just have a base...
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Value
TeleVox is great at driving tangible outcomes. They definitely rate at the top of the scale in terms...
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Operations, Product
When everything is going, the ease of use for HouseCalls Pro is good, but the setup can be rather...
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Operations
We had a good experience with the implementation of HouseCalls Pro. The implementation was easy, and...
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Product
HouseCalls Pro works well with our EHR and the files that go back and forth. We would like some more...
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Product
We use HouseCalls Pro for texting appointment reminders and phone calls, and we also use the...
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Relationship
We have several touch bases with TeleVox a year, but we don't get frequent communication from them....
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Product
Some of the feedback we have gotten from patients about HouseCalls Pro is that the voice recording...
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Loyalty, Value
HouseCalls Pro has been effective in cutting down our no-shows, and that was the main goal, so we...
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Operations
The initial training for HouseCalls Pro was fine, but we have not had any ongoing training. The...
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Value
TeleVox could improve their SMS texting with two-way texting and the pricing associated with that....
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Relationship
One thing that we like about moving to HouseCalls Pro is the fact that we can do more of our own...
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Product, Value
An outcome we have seen from using this solution is the benefit of being able to text our patients....
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Culture
We have talked to TeleVox a couple of times about pricing, and our representative is not even...
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Operations
We were pushed by TeleVox to move to the new platform, and we had a certain time frame to do it....
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Loyalty
We are planning to leave TeleVox. We have already switched over our text messaging to another...
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Operations, Value
TeleVox was really hands-on, helpful, and patient during the implementation. We have improved our...
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Relationship
When I have questions about HouseCalls Pro, I go to our internal support team, and they take care of...
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Relationship, Product
With HouseCalls Pro, once older patients get the phone call, they have the option to cancel the...
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Loyalty
I'm assuming HouseCalls Pro will stay around because I don’t believe our organization will ever put...
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Operations
There is a lot of TeleVox training material out there. Also, the vendor offers online classes we can...
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Relationship, Product
Back in the COVID-19 days, TeleVox really stepped up with their broadcast abilities and the system's...
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Relationship
TeleVox’s support portal goes down once in a while, and sometimes when we have to call after hours,...
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Product
We can now maintain the build on the TeleVox side. Now that TeleVox has a new HouseCalls Pro...
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Relationship, Product
The issues we have had haven't been with TeleVox but have been with another vendor. That vendor has...
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Loyalty, Product
Before we moved to HouseCalls Pro, we only had English and one other language for messages, and we...
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Relationship
There were some technically challenged people in TeleVox’s support structure who weren’t ready for...
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Culture, Value
We were paying a little too much for HouseCalls Pro for a while, but ever since we renegotiated the...
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Relationship
TeleVox’s support model is outstanding, and they are honest if they can't do something. Our account...
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Relationship, Product, Value
We have been able to do everything that we have needed to do in HouseCalls Pro, like include links....
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Operations
We had a major project with TeleVox, and it went fairly well. We worked with a lot of different...
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Product
Compared with last year, there are not nearly as many bugs within the system. I haven't seen a ton...
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Product
HouseCalls Pro has the ability to send out blast messages to hundreds of clients if that is what is...
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Relationship, Product
Whenever we send clients anywhere outside of our agency, we have plenty of different partnerships...
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Loyalty, Product
It has been very helpful to have integration options with TeleVox. We have looked at many different...
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Relationship, Product
I would tell a peer or friend just how important having multiple modes of communication with...
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Relationship
Last year, we had some user issues with the overall functions of HouseCalls Pro and with getting...
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Relationship, Product, Value
We use HouseCalls Pro not only for referrals but also for appointment reminders. I have seen great...
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Relationship
The vendor keeps telling us that they are going to upgrade our entire system to the new platform....
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Relationship
TeleVox needs to create a better ticketing process. If they worded the tickets in their language, it...
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Relationship, Product
HouseCalls Pro has always been a very complicated build, so it leaves a lot of room for error. There...
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Loyalty, Relationship
When the vendor does have updates, they are slow to come. I really hope that things are better in a...
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Product
Specific outcomes we have achieved are work queue clean-up and patient outreach for different...
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Product
TeleVox could improve their SMS texting by allowing links into our MyChart system. That would be...
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Relationship, Product
Broadcasting has been a game changer for cleanup projects and campaign things. We don't have that...
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Product
HouseCalls Pro is a long-term product. It has been around forever. With broadcast messaging, it was...
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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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