Unite Us Platform Commentary
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Subject Expert
Benjamin Cassity
Research Director
Commentary Summary
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User Commentary
Product
Off-platform referrals don't always populate options when they should, and then our coordinators...
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Relationship
The overall pattern we have with Unite Us involves us having to find workarounds in order to do our...
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Operations, Product
We get reports and we have dashboards, but we have various people who have complained over time that...
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Loyalty, Value
Unite Us Platform is one of those kinds of tools where the maturation of the tool matters. This...
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Operations
We have heard from people over time that they want more training, and that is tricky. Creating...
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Product, Value
Unite Us Platform allows us to fill in voids that have been around for so long. We have never been...
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Relationship
Some agencies on the platform are unresponsive to referrals, and that could potentially delay...
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Culture
Unite Us claimed that we had an old bill that our organization was responsible for, but it was for a...
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Culture
Unite Us definitely has challenges with being very transparent as to what the product is and what...
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Relationship
Unite Us has been inconsistent with their team structures and how those translate to customer...
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Culture, Relationship, Product
Unite Us oversells the product a bit. They say that the closed-loop referral system is automatic, so...
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Product
The basic concept of Unite Us' system being integrated with our EHR is great. The fact that Unite...
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Product
Unite US should add a sign-on system to Unite Us Platform. I don’t know if they have added one yet,...
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Product
I love Unite Us. One thing that stands out about Unite Us Platform is that it allows providers in...
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Culture, Product
Everything we did was a workaround for a change the vendor made that didn't fit our needs. As they...
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Relationship, Operations
Every time we have heard about upgrades or significant changes to the platform, both on the front...
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Value
I don't know how much money we have put into the system, but we have put a lot of time and sweat...
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Product
I would not recommend the system. It is not like there are other tech platforms that are really...
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Relationship, Product
We used to work better with the vendor throughout the organization, but nowadays, we are really not...
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Operations
I have never had any of the training that I felt was effective or useful in our community.
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Loyalty
When Unite Us decided to create a one-size-fits-all tech platform and made changes for the lowest...
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Relationship
Unite Us came to expand the network in our region, and even those on the ground were excited that...
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Loyalty, Relationship
I have nothing positive to say about Unite Us. I don't think they understand the needs of those on...
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Relationship, Product
One thing that the vendor could really focus on is that their problems are a little more systemic...
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Operations, Product
For some end users, the system is not very effective, but it worked for our providers’ needs. The...
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Relationship
There was a good while where the vendor was essentially conflating themselves into care coordination...
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Relationship
The vendor has put a lot of time, effort, and money into trying to become an SDOH household name and...
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Product
We have historically worked with Unite Us to develop our care coordination program. Our current...
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Loyalty, Product, Value
The biggest win for us in getting Unite Us as our vendor was that Unite Us' system is able to...
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Relationship, Product
If I could change anything about the system, it would be to add real-time status updates or...
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Loyalty, Product
Things must be going well with Unite Us because my organization has officially adopted Unite Us...
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Loyalty
Unite Us' delivery of new technology is maybe a step behind other vendors, but Unite Us is always...
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Loyalty
The system and its usability are satisfactory. If there are difficulties, they are typically user...
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Culture
Our point of contact from Unite Us has always been super timely. Unite Us has done everything we...
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Operations
With training, I feel like our organization ended up doing a lot of translation. Unite Us would...
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Operations
Unite Us does a good job with training. I think their resource library is robust.
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Loyalty
When we initially looked at solutions, there were other vendors out there that were maybe not as far...
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Product
We would like it if assessments could be edited so that we wouldn't have to create multiple...
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Product
I would be very clear about the pros and cons if I were recommending Unite Us Platform to a peer,...
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Operations, Product
Unite Us Platform has a lot of great things. To me, the more that there is to do in the system, the...
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Value
Unite Us tries their best to find solutions for workarounds when it comes to charges. To me, getting...
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Relationship
The support people I work with have been amazing. There is one person who works directly with me,...
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Product
The clicks needed to be able to browse resources, complete consent, do screenings, adjust...
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Relationship, Product
There are a lot of little issues that have popped up. Unite Us eventually gets things done, but...
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Operations
Unite Us' resources were stretched a bit thin during our implementation.
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Operations, Product
The system's ease of use and integration depend on the user. If the system isn't integrated, its...
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Relationship, Product
We would like to have more integration with community service organizations. That is hard because...
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Relationship
Unite Us could be more proactive with their service. Sometimes, there are problems that users don't...
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Relationship, Product
The platform has a great concept and is well designed. The vendor doesn't manage the enrollment of...
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Loyalty, Value
We were trying to find a solution for all our patients who screened positive for social...
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Relationship
We have been patient with Unite Us in bringing up issues that we face. They are working on...
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Relationship
The amount of time that it has taken Unite Us to solve issues is troubling. We get that they have a...
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Relationship
Our new Unite Us representative has office hours with staff members who are using the platform, and...
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Loyalty, Product
I would tell someone considering Unite Us Platform that it is not a quick fix. It is a really good...
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Relationship, Product
We would like a way to track the progress of issues that we have logged with Unite Us. That would be...
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Relationship, Product
Just thinking about the political environment and the lack of funding or the amount of funding that...
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Relationship
For the most part, Unite Us does pretty well at keeping all their promises, even though some might...
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Operations
The training from Unite Us needs to be more intuitive and built into the onboarding process. We have...
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Relationship
The Unite Us staff members are really friendly, and we work with a lot of people at different...
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Relationship, Product
There is a need to clean up the directory side of Unite Us Platform because all the platforms have...
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Value
I would love it if interoperability were easy and affordable, but that is beyond any one system. So...
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Relationship, Operations, Product, Value
Unite Us Platform is pretty user-friendly. When someone gets started, the system walks them through...
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Relationship
Unite Us has delivered on everything they have promised. The platform is good, but their community...
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Product
Unite Us has some opportunities in the interconnectedness. There are some pieces in their platform...
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Loyalty, Value
Unite Us is a little proud of the platform and pricing, but we are considering whether we are going...
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Product
When our community health navigators go to search for resources, a lot of them aren’t actively using...
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Relationship
We have a very lovely customer service representative who meets with us every other week and hears...
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Loyalty, Product
I would recommend that a customer look into other solutions before diving into Unite Us Platform....
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Product
Unite Us Platform functions as a community resource directory for our team members, and the vendor...
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Relationship, Product
Unite Us started with an upper hand on the internal use side with things like the resource directory...
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Operations
Our ideal state would be to have someone on the ground in our community. We pay a lot for our...
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Operations
There is not a lot of communication about upgrades. Since we have taken on our own training and...
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Relationship, Product
Unite Us has done okay with our EHR integration. We were actually among the first to try that. There...
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Relationship
We have had to do a lot of fighting to get some very basic things done with Unite Us. For example,...
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Operations
I don't feel like Unite Us was really interested in meeting our operational needs during our...
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Product
We struggle with the way the system is organized. Its resources are all over the place. The system...
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Relationship, Product
Unite Us has never been able to give us data. The only data they want to give us involves...
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Loyalty, Relationship
We are moving away from Unite Us because we received a lot of negative customer feedback from both...
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Operations
I would have liked for Unite Us to have given us customized training for our specific workflows as...
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Relationship
I would tell someone looking at Unite Us that the vendor's customer service is not geared toward...
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Loyalty
We were originally with another company, and Unite Us bought that company. We had to integrate with...
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Loyalty, Product
One issue that popped up in the system that was long-running and painful was with Closed-Loop...
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Loyalty, Product
The Unite Us system needs a multitenant, community-based offering. It needs a true hub offering...
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Product
A key to what an HIE does is data sharing, and Unite Us' system isn't the best about making its data...
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Value
For the most part, Unite Us avoids charging for every little thing, but they charge more for the...
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Loyalty, Product
We would like to see some additional integration with other national systems, particularly the care...
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Operations, Product
One thing that would be helpful would be giving the end users a better understanding of how the...
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Loyalty, Relationship
We are happy with Unite Us Platform, and we plan to continue to work with Unite Us. I like the...
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Operations, Product
The big journey that we have been on recently has been the implementation of a new contractual...
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Relationship
With Unite Us keeping promises, there is just a situation where there are an overwhelming number of...
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Relationship
We have great engagement with the executive team at Unite Us. One of their higher-ups helped us...
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Loyalty, Product
The biggest thing is that Unite Us is responding to market requirements that are moving at an...
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Loyalty, Product
Unite Us Platform’s low interoperability score is not a secret. Interoperability is on the vendor's...
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Loyalty
We are still using Unite Us Platform as intended for internal and external use cases. We bought...
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Product
Unite Us provides us with data files that are really complicated and not very useful, and our teams...
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Loyalty, Relationship
Unite Us doesn't add very much new technology. The new solution that they added related to the...
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Relationship
Unite Us is not very proactive about identifying concerns. For example, we have heard from our...
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Relationship
Unite Us Platform seemed like a great idea, but I don't think that it is working as well as everyone...
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Relationship, Product
Unite Us is often very behind on the timelines that they provide us. We used a new module within...
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Operations
Unite Us offers recorded training sessions that are really short, so we can just watch little pieces...
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Operations, Product
Unite Us Platform is pretty straightforward to use. The hardest part is always doing the first...
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Product
Unite Us Platform is still very tied to a service type, like a category, and there are several...
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Value
There are definitely a few things that Unite Us considers to be premium. But they do in some cases...
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Loyalty, Product
I’m pretty satisfied with Unite Us Platform doing the basics of what it is supposed to do. It does...
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Relationship
Unite Us has an amazing live chat feature for support with a real person, and that is huge. The chat...
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Loyalty, Relationship
Unite Us has rolled out features that we heard about and were excited about, and some of those have...
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Relationship
Unite Us has gotten a little better at being proactive. Part of that is because they are being more...
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Loyalty
One thing that Unite Us touted early on was that we could monitor the referral network, look at the...
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Relationship
When there is a new organization coming on or when an organization wants to add a new program, Unite...
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Value
The integration of the Unite Us Platform with Salesforce has been pretty limiting, and even for what...
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Relationship
When we launched Unite Us Platform originally, one of the vendor’s big selling points was that we...
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Loyalty, Value
Part of Unite Us Platform is the established network of organizations using the tool. It is not...
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Relationship
When I work in Unite Us Platform and have a problem, I go right to my assigned person at Unite Us. I...
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Value
One of the things we weren't able to really do was work with the payments module for Unite Us...
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Relationship
We really like the ability to make the system what we need it to be. So with this build of a...
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Relationship, Product
An idea I have always had involves having the opportunity to directly engage with a client on the...
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Relationship, Product
An area of opportunity for Unite Us would be trying to have more engagement with other community...
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Product
We are using the system to get people connected to all the organizations around our community or...
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