Home chevron icon Value Based Care chevron icon Patient Engagement chevron icon Patient Communications

Upfront (PatientBond)
Filtered view: All

Subject Expert
Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
View Product Scores
View Advanced Filters
Advanced Filters
Job Level
Comment Type
Overall Satisfaction
Click stars to filter
By Month
1
6
12
24
36
By Date Range
Comment Categories

Featured  Reports

Patient Engagement Ecosystem 2023: An Update on Vendor-Reported Capabilities
Patient Engagement Ecosystem 2023:
An Update on Vendor-Reported Capabilities
July 2023
View Report
Patient Communications Landscape 2022: Leveraging Communication Tools to Drive Outcomes
View Report
Digital Front Door 2021: A View Through the Eyes of Market Leaders
View Report

Preferences

   Bookmark

Commentary Summary

Positive
##%
Neither
##%
Negative
##%
to see the full dataset.

if you don't have a login, getting started is easy.

Provider Organizations
Fill out our registration form to verify your organization.
HIT Companies
Contact a KLAS representative for plans and pricing.

User Commentary

Sort by   
COO

Relationship

The product doesn't meet all of our needs today, but we are working on solving that issue with the...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Relationship

Upfront’s flexibility and their willingness to help us solve problems is beyond any vendor I have...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Relationship

Upfront’s executives stopped by and met with us in person and spoke with us at length. They were...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

Upfront has met all their promises and deliverables. Everything I have seen from them has been high...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

I would tell a friend to progress with Upfront but to make sure that they have the structure within...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Sometimes, Upfront is very customer-centric, which is great. They are very good at communication,...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

The workflow tool that we have where we push out surveys and everything to patients is simpler than...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Upfront is great. The team cares about the work they are doing. Working with them has been always...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

The biggest reason I’m not fully satisfied with the ease of use for the patient is that our...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Operations, Product

Just from an implementation perspective, the vendor is working on integration within our EMR, and...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Product

We use the Upfront solution a lot for outreach and to introduce care coordination as a tool to...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Relationship, Product

The vendor delivers new technology that meets our needs. They have actually done a lot of great...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

We are constantly having to advocate for our organization, and we don't necessarily see that from...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

We have been working with the vendor for years, and we just found out that they actually have a...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product, Value

We have seen the ability to compare traditional routes of outreach versus Upfront's digital...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Relationship

While I very much appreciate the relationship that we have with Upfront, I can't say for sure there...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Value

I have conversations with the vendor where I feel like we are being nickel-and-dimed. The product...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

One of our current struggles with Upfront is that for a long time, we have been running the same...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

I really like working with Upfront; I really like their people. They have a strong vision of what...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Value

During COVID-19, Upfront allowed us to very quickly stand something up and reach out to individuals...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Relationship

Once I started using PatientBond, I didn't look anywhere else. The person from Upfront who I talked...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations, Product

Some parts of the system can be really overwhelming to people, but they are really easy for my team...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

The vendor's support is really good. At one point, there was some confusion about how certain things...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Upfront has made a couple of improvements, but they do that when we ask for things. That isn't...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Relationship

I really like working with Upfront. Their program is really great. I can't wait for our organization...

Aug 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

I spend a lot of time in Excel looking at data from Upfront. The data comes bunched up, so I have to...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

While Upfront was in transition, our key point person may have been distracted, so when we had to...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

The feedback we receive from Upfront about the results of our surveys and responses to text messages...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Operations, Product

Because of the way we had to set up Upfront, instead of having an actual interface, we do a flat...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Aside from our monthly meeting with Upfront, they do not resolve our problems very promptly at all....

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Product, Value

We needed a way to reach our patients more directly because our phone calls weren't being answered....

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture

Upfront works very hard to support our integration goals. Other partners don't, but they do.

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Upfront is very easy to use from the patient’s perspective. We have gotten very high response rates,...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Relationship, Product

Overall, we are really satisfied with the product. There are no problems, and the vendor has been a...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Value

Upfront drives tangible outcomes for us in terms of reputation management and customer care. For our...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Value

The product is pretty inexpensive compared to other solutions.

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Upfront is our best vendor, and they have been a great partner. They have been very good at coming...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Product

The only real interaction that patients have with PatientBond is when they take the survey to get...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

PatientBond is easy to use. There are some technical things that users have to take care of. The...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Upfront's customer service has been great. If users are questioning something about how to interpret...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

The feedback that we have given the vendor has been taken very well. The vendor also gave us a tool...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Relationship

The vendor has always been flexible with our changing priorities when it comes to the way we spend...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

Upfront delivers on where they are, but aesthetically, the product isn't the prettiest. It is a flat...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

We have specific programs and sometimes care gaps, so we try to reach out and remind users about...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Operations

I would recommend the product, and I would tell a peer that the vendor is easy to work with. That is...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Value

Upfront is easy to use unless patients have questions or are confused about why they are receiving a...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

The product is missing the ability to tell users how far down a page scrolls or what they will need...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Operations

When Upfront was a brand new company, they had very few staff members. Their system was top heavy,...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

It isn't the system's fault that we aren't integrated with it, but there is a lack of functionality...

Jul 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty, Value

If I were talking to Upfront, I would tell them that doing some kind of partnership with services...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

When I ask a question to Upfront's support team, they are really fast. But we have put in some...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Upfront is based on customer service. Not only does Upfront give us updates about the actual program...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

We have created a small program around Upfront. We could make the program much bigger, but for what...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

We don’t have the full integration with Upfront that the system is capable of, but that is due to...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

We were already looking at Upfront for care coordination, but then we fast-tracked everything to get...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

Upfront does a really amazing job bringing in new things. Upfront is far ahead of what we are...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Operations

The vendor gave me a contact person; I don't have to deal with calling the customer service people...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

On a few different occasions, PatientBond was not functioning correctly, and Upfront actually gave...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Operations

There was only one thing that Upfront was not able to do with the product. There was a complicated...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Operations

We are trying to implement a new thing on the patient side of the program, and that is the only...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product, Value

Our patients and office staff are able to navigate the system easily. The program contains text, and...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture, Relationship

Upfront sends out regular newsletters and takes the initiative to reach out to all of their...

Jun 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Relationship

Our goal is to know our patients, go on a journey with them, show them respect, and help them. Our...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations

Our challenge is our ecosystem because we have folks who we have to lead through change management....

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Upfront is definitely on the consumer and patient experience sides of the Triple Aim. Upfront...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Relationship

PatientBond changed to Upfront, and the vendor was supposed to release some features and a bunch of...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Product

Navigating the actual site is pretty simple, but I have to extract and create my own qualitative...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Value

PatientBond is worth what we are paying. However, the users have to do a lot of legwork.

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Analyst/Coordinator

Loyalty

We are considering replacing PatientBond because we want a solution that can offer more when it...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Relationship

Upfront has just been an absolutely terrific partner with us. We have been with them from the...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Product

The thing I like best about PatientBond is that we have the segmentation capability that gives our...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Product

We actually have taken the patient questionnaire and embedded it into our assessment through our...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

COO

Product

PatientBond has been a game changer for us in how we manage certain chronic conditions in terms of...

May 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product, Product

Upfront is a great product that connects directly to our EMR and enables us to easily engage in...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product, Product

We have had some patients complain that they have to click on a link, and they don't know whether it...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Relationship, Value, Value

We have had a really great partnership with Upfront.

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Operations, Product

PatientBond is a different way to engage patients that want to receive education. And the education...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

The vendor has been great to work with. They have been responsive when we have had issues. They have...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

Upfront has had some staff changes, and that has been a little rough. The vendor has had some...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Culture

There was something in the system that we were told was ready, but we later found out that it wasn't...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship

I can get ahold of the vendor's executives when I need to, so I don't have a real problem with the...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

There are things that a lot of our people want to do in the system, but they have to request those...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

The system is very low friction and easy to use on the patient side. In terms of our original scope,...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

There were some areas of functionality on Upfront's road map that dropped off of that road map. That...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Loyalty, Relationship, Product

I would tell someone who was looking into the solution that the things the vendor does for patient...

Apr 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty

Upfront actually acquired another company called PatientBond, and that acquisition has greatly...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Overall, we have a great working relationship with our representative. They have been wonderful with...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

Upfront’s challenge is continuously refining the microsites they are sending out. Upfront sends...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture, Value

I have seen our contracts with Upfront change over the years, and I have gone back to the vendor and...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty

Acquiring PatientBond was a really smart decision for Upfront. Like many other digital companies,...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Loyalty, Relationship

PatientBond could be a game changer for Upfront if they leverage the system in the right way. That...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

Upfront was great to work with in terms of the product's initial setup and making sure that we were...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

We have regular collaborations with Upfront, but I don’t feel like they are coming to me with...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

The engagement we were getting from our campaign was not as high as we had hoped, and the...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Loyalty

The goal of the campaign we partnered with Upfront for was to get any patients who had yet to sign...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Culture

I would tell anyone looking into Upfront to be really clear on what they are expecting and what...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Overall, I love Upfront. They are a great organization. Their leadership people are very personable...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture

Upfront has a microsite, which is a site that they use so all the details and drop-down things are...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

We really enjoy working with our representative. We think our representative probably travels a lot,...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

The Upfront system is easy to use in terms of the way that it is structured and set up. There have...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship

Upfront is very helpful in coming back to us with best practices when we tell them the message that...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Loyalty

We would like to have Upfront be part of our long-term plans, but we are all still learning how to...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Value

We feel like what we pay is definitely worth it in the long run. Upfront does not nickel-and-dime us...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Culture, Operations

Upfront could improve their implementation process by being more transparent about how long it takes...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

Some of our challenges with furthering our work in the Upfront system are around our own internal...

Mar 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Product

PatientBond is really easy for me to use. It is a good product, and it does everything that it is...

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Manager

Relationship, Product, Value

PatientBond has been a very successful endeavor for us. The product has increased our patient...

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

PatientBond is really easy for our office staff to use. We are extremely satisfied with the product....

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship

Upfront is both strategic and tactical. They are always accommodating and are always helping us...

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

We haven't had many problems with PatientBond. Their software is very simple, and it is mostly...

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Relationship, Product

We have found PatientBond to be extremely useful. It sends text messages to patients within 24 hours...

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Product

We are very happy with PatientBond. The vendor doesn't need to upgrade or change anything. We are...

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

Director

Value

PatientBond is definitely worth what we are paying for it. The vendor doesn't charge much, and they...

Feb 2023
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Operations

I would like to see more training information from Upfront. We don't have an official training...

Nov 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Product

We want more patient engagement products from Upfront. We want communication products so that we can...

Nov 2022
||
(0)
 Thank you  Helpful

 or  to see details.

VP/Other Executive

Relationship, Product

Things can be delayed from time to time, but Upfront keeps pretty much all their promises. The...

Nov 2022
||
(0)
 Thank you  Helpful

 or  to see details.

 Download as Excel  Print / Save as PDF
View All Reports
Related Reports
Performance
KLAS article icon
Patient Communications Landscape 2022
30 June 22    |   Adam Cherrington and Dan Czech
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.
Perception
KLAS article icon
Digital Front Door 2021
28 September 21    |   Adam Cherrington and Dan Czech
Along with buzzwords like “AI” and “population health,” the term “digital front door” has become more popular but lacks a consensual definition. For this study, KLAS spoke to 27 leading organizations to understand what digital front door means to them, what digital front door strategies and key technologies they use, and what outcomes they have seen. Based on the lessons they have learned along the way, these organizations (most of which use Cerner or Epic for their core EMR) also shared advice for peers seeking to build or improve their digital front door strategies.
Emerging Technology
KLAS article icon
Upfront
04 June 21    |   Adam Cherrington and Sam Eaquinto
Upfront’s purpose is to engage patients in their care by focusing on the patient actions needed to improve health outcomes. Using analytics to tailor patient communications, they offer ways for patients to connect and engage with care teams at a deeper level. This customized approach has the potential to personalize care and follows consumerism trends found outside healthcare. This report examines the experiences of early customers.



We use cookies! We use essential and basic aggregated, depersonalized Google Analytics cookies to provide the type of content which our visitors are most interested in.  Cookie Policy    
​