WELL
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Adam Cherrington
Vice President Digital Health
KLAS Vice President Digital Health - Adam Cherrington
 
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User Commentary

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VP/Other Executive

Functionality and Upgrades

Switching to WELL was not our choice. We had to go with the product our larger group uses that works...

Sep 2022
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VP/Other Executive

Other Observations & Comments

I can't blame the product as much as the way it is being implemented by the larger healthcare...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

WELL is easy to use, and the basic things work okay. The online bill works very well, and if we...

Sep 2022
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VP/Other Executive

Service and Support

The WELL Health support staff are not able to work with us so much individually because of how our...

Sep 2022
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Director

Relationship

We have regular touchpoint meetings with WELL Health, and that sets the vendor apart from other...

Sep 2022
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Director

ROI / Cost (care and feeding)

I am totally satisfied with the product's quality. I have not heard of any defects from our teams,...

Sep 2022
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Director

Relationship

Our account representative from WELL Health is good about reaching out to us. We do not have to...

Sep 2022
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Director

Functionality and Upgrades

What set WELL apart from any other products was WELL's ease of use; the ease of use was huge for us....

Sep 2022
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Director

ROI / Cost (care and feeding)

We are getting our money’s worth out of WELL. The product is worth every penny. The vendor is a...

Sep 2022
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Director

Functionality and Upgrades

I appreciate that WELL Health has a demo system for us. We can test things to our heart's content to...

Sep 2022
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Director

Sales and Contracting

WELL Health should keep innovating because they have managed to lead and look for additional use...

Sep 2022
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Director

Win/Loss - Why they were selected (by current clients)

Another reason we chose WELL over other patient engagement platforms was that the product supported...

Sep 2022
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CIO

Functionality and Upgrades

WELL is fairly easy to set up. We don't need much training. Once we set up the system, we can just...

Sep 2022
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CIO

Functionality and Upgrades

WELL is doing really well with appointment reminders. However, the vendor offers a lot of bells and...

Sep 2022
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CIO

Relationship

If our EMR vendor were to offer a system that had competitive functionalities and was similar to...

Sep 2022
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VP/Other Executive

Service and Support

The vendor's support team seems to be all over the place. They have trouble getting back to us. It...

Sep 2022
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VP/Other Executive

ROI / Cost (care and feeding)

The system's ease of use is better for patients than for our office staff. We are running a lot of...

Sep 2022
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VP/Other Executive

ROI / Cost (care and feeding)

Whenever we look into features we might want, the vendor always tells us that there is an add-on...

Sep 2022
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VP/Other Executive

Functionality and Upgrades

I feel like the vendor tells us a lot of things they can do, but when we want those things, then the...

Sep 2022
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Manager

Interfacing and Integration

The product has certainly been a great tool for us to use. More recently as we have looked to do...

Sep 2022
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Manager

Functionality and Upgrades

As far as new technology goes, what the vendor is bringing to us is relevant. It is consistent with...

Sep 2022
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Manager

Service and Support

When something is not working in the product, the vendor doesn’t do a good job of communicating that...

Sep 2022
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Manager

Lessons Learned

When we tell others about the product, we are honest and up front with our barriers and the hurdles...

Sep 2022
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Manager

Relationship

WELL Health is certainly always willing and interested in partnering with other vendors to come up...

Sep 2022
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Manager

Service and Support

From a timeline perspective, the vendor does well in terms of resolving concerns. The vendor has...

Sep 2022
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Manager

ROI / Cost (care and feeding)

A cost is associated with every new functionality the vendor comes up with and all the new bells and...

Sep 2022
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Manager

Service and Support

The vendor’s communication is probably where they could use a little improvement in terms of...

Sep 2022
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Manager

Implementation and Training

Our go-live was amazing. I was definitely very impressed and very happy with that entire process.

Sep 2022
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Manager

Functionality and Upgrades

The product is a little difficult. A handful of things are missing from the functionality. We really...

Sep 2022
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Manager

Functionality and Upgrades

There were no big surprises on our end in terms of what the product was capable of. We have pushed...

Sep 2022
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Manager

Sales and Contracting

There was some functionality that we originally were promised from the get-go. The lack of that...

Sep 2022
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Manager

Implementation and Training

It feels like once WELL Health has turned something on for one group, it is done. In reality, they...

Sep 2022
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Manager

Interfacing and Integration

WELL Health is trying to integrate the product and give it more flexibility. They are trying to make...

Sep 2022
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Manager

Implementation and Training

WELL has been a very easy product to bring up and go live with. The vendor has done a great job of...

Sep 2022
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Analyst/Coordinator

Lessons Learned

I would not recommend WELL Health; there have been too many issues without explanations. We have had...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

At this time, we are unable to send broadcast messages. For example, when a provider is not in, the...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

We have put in a ton of enhancement requests to WELL Health. I would like to be able to sort my...

Sep 2022
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Analyst/Coordinator

Relationship

WELL Health doesn’t inform us prior to system upgrades and maintenance. The vendor did one update...

Sep 2022
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Analyst/Coordinator

Service and Support

WELL Health has great people and customer service. The customer service team is always there to...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

There have been a lot of enhancements that WELL Health has done that have looked good for the users,...

Sep 2022
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Analyst/Coordinator

Interfacing and Integration

There is a lot of room for improvement. WELL Health is very quick to try to get companies to change...

Sep 2022
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Analyst/Coordinator

Service and Support

WELL Health's integration teams, the project managers, and the customer service team for WELL...

Sep 2022
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Analyst/Coordinator

Functionality and Upgrades

The product is definitely not hard to use. However, WELL's filtering options were not great for many...

Sep 2022
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Analyst/Coordinator

Future Outlook

We have to consider WELL Health a part of our long-term plans at this time because we are...

Sep 2022
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Analyst/Coordinator

Relationship

The vendor keeps all promises. The fulfillment of those promises may take some time, but I...

Sep 2022
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Director

Functionality and Upgrades

It has been challenging to work with WELL Health recently. Getting new modules in place has been a...

Sep 2022
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Director

Future Outlook

The product is absolutely part of our long-term plans. It has worked really well for our appointment...

Sep 2022
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Director

Functionality and Upgrades

We had some issues with our newest module from WELL Health. It was really tough to get information...

Sep 2022
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Director

Interfacing and Integration

We have been trying to integrate WELL into our other software, and that has not gone very well.

Sep 2022
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Director

Relationship

Everyone in WELL Health's organization is very responsive, including the C-suite people.

Sep 2022
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Director

Technology

WELL has been outstanding. When we went out to the market, WELL Health was the only vendor that had...

Jul 2022
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Director

ROI / Cost (care and feeding)

The vendor allows us to make changes in the system without opening a ticket with them. That is what...

Jul 2022
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Director

Relationship

The vendor has top-notch support. I have a monthly meeting with them, and they care about their...

Jul 2022
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Manager

Relationship

We have a great relationship with WELL Health. Although there has been some movement in staff and...

Jun 2022
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Manager

Functionality and Upgrades

We are using WELL to communicate with our patients via WELL texting. Patients can request...

Jun 2022
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Manager

ROI / Cost (care and feeding)

For a while, there weren’t too many changes in the product. We tried a couple of things with WELL,...

Jun 2022
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Manager

Functionality and Upgrades

I would like to have more options for the patients to opt out of receiving campaigns for marketing...

Jun 2022
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Analyst/Coordinator

Other Observations & Comments

We might be changing systems altogether, but nothing is definite right now. If we changed systems,...

May 2022
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Analyst/Coordinator

Service and Support

It is harder to get help from the vendor now than it was initially. WELL Health taught us very well,...

May 2022
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Analyst/Coordinator

Implementation and Training

The vendor was very great with the setup. The training was hands on, and WELL Health was very good...

May 2022
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Analyst/Coordinator

Relationship

The vendor’s involvement is very good, although they have turnover. We get different account...

May 2022
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Director

Functionality and Upgrades

WELL is challenging for some of our patients to use. They have to figure out what to press to go to...

May 2022
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Director

Relationship

I have noticed that the vendor has had quite a bit of turnover with their higher-management people....

May 2022
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Director

Future Outlook

WELL isn't part of our long-term plans. We are in the process of moving to another system that can...

May 2022
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Director

Functionality and Upgrades

The solution did exactly what we wanted it to do. It had some features that we didn't take advantage...

May 2022
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Director

Service and Support

The vendor is still trying to manage their growth. They lack resources, so things have become more...

May 2022
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Director

Functionality and Upgrades

It is fairly easy for our staff members to use WELL. The system is very simplistic. We can message...

May 2022
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Director

ROI / Cost (care and feeding)

With the system, we have seen a reduction in no-shows, improvement in our recalls, and improvements...

May 2022
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VP/Other Executive

Functionality and Upgrades

WELL is very easy for staff members and patients to use. It is simply a text messaging system, so we...

May 2022
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Director

Functionality and Upgrades

The vendor has slowed down recently in their ability to bring new functionality to the market. I...

May 2022
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Director

Functionality and Upgrades

We chose WELL Health because they seemed to be able to do what we wanted to do with text outreach....

Feb 2022
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Director

Functionality and Upgrades

We are very pleased with WELL Health. They are transparent about how their program works. WELL...

Feb 2022
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Director

Future Outlook

The vendor has projected some improvements for the future that I wish were available now. We want...

Feb 2022
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Manager

Win/Loss - Why they were selected (by current clients)

Appointment reminders are the WELL's bread and butter. That was the original reason we went with...

Dec 2021
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Manager

Functionality and Upgrades

The system doesn't have a lot of prebuilt things. We have built pretty much everything ourselves....

Dec 2021
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Manager

Future Outlook

We aren't replacing WELL, but we are going to move to some other technology for some co-pay...

Dec 2021
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Manager

Functionality and Upgrades

WELL's communication platform is easy to manage, update, and customize. I am not sure whether anyone...

Dec 2021
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Manager

Functionality and Upgrades

I don’t think products can get any easier than WELL, but there are still several patients who have...

Dec 2021
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Director

Functionality and Upgrades

We have a product that we use for notifying patients after they have been discharged from an...

Nov 2021
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Director

Service and Support

WELL Health was very easy to work with when we had normal issues during our go-live. WELL Health was...

Nov 2021
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Director

Future Outlook

WELL Health showed us what their coming year is going to look like and what their upgrades are going...

Nov 2021
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Manager

Functionality and Upgrades

WELL is a great program. It has really decreased our no-show rates, and that has helped us...

Nov 2021
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Manager

Implementation and Training

WELL Health's implementation was very organized and great, and a lot of people were involved. The...

Nov 2021
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Manager

Implementation and Training

WELL Health has a good training library, and they have good monthly training meetings if we want to...

Nov 2021
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Manager

Relationship

We have been on WELL for several years now, and ever since we went live, WELL Health has done a...

Nov 2021
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CIO

Relationship

WELL Health is a partner to us. We are using their product in conjunction with our EMR. Our two...

Nov 2021
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CIO

Implementation and Training

Our implementation was rushed, so the scope was small. We just wanted to get appointment...

Nov 2021
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CIO

Functionality and Upgrades

The end user gets a message from WELL that they respond to. The product is very simple and clear,...

Nov 2021
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Director

Functionality and Upgrades

Patients sometimes don't have texting capabilities and only use the phone. That is the only little...

Nov 2021
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Director

Other Observations & Comments

Staff members sometimes don't take the time to educate themselves on how to use the tool properly,...

Nov 2021
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Director

ROI / Cost (care and feeding)

We have a really great partnership with WELL Health. They don't nickel-and-dime us. We have done a...

Nov 2021
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Director

Service and Support

When WELL Health does upgrades, they chat with us about things first to see whether we think the...

Nov 2021
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Director

Functionality and Upgrades

There are a few things we would really like WELL to do with integration that the system is not doing...

Nov 2021
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Director

Relationship

We work very closely with WELL Health on many things. I really appreciate the partnership that they...

Nov 2021
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Director

Functionality and Upgrades

WELL does everything well and is simple to use. When we need to do ad hoc messaging to a large group...

Nov 2021
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Director

ROI / Cost (care and feeding)

WELL has improved our no-show rate. It has also improved the ability for patients to quickly...

Nov 2021
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Director

Functionality and Upgrades

We have seen improvements to our no-show rates and better efficiency when it comes to communicating...

Nov 2021
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Director

Service and Support

We haven't had a lot of training for the system. It isn't that kind of platform. We have customer...

Nov 2021
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Director

Relationship

We are always evolving the platform. We have a number of use cases, but the vendor keeps up with us...

Nov 2021
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Director

Interfacing and Integration

WELL is integrated with our EMR. The vendor has a lot of expertise with our EMR. A lot of the...

Nov 2021
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Director

Sales and Contracting

We are on a business model where we pay almost a flat rate to providers. When we use the platform a...

Nov 2021
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Director

ROI / Cost (care and feeding)

We brought WELL Health in to replace an existing vendor. WELL has a lot of key features, and we have...

Nov 2021
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Director

ROI / Cost (care and feeding)

WELL Health avoids charging for every little thing. Their cost model is good. I like that the price...

Oct 2021
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Director

Future Outlook

We are looking for other ways to use WELL right now. The system is working well for the reasons we...

Oct 2021
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VP/Other Executive

Relationship

We needed a dynamic vendor, and we had a mostly positive experience with WELL Health. WELL Health...

Oct 2021
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VP/Other Executive

Functionality and Upgrades

WELL isn't designed for a large health system. It works better for small, independent groups. We...

Oct 2021
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VP/Other Executive

Functionality and Upgrades

One of the benefits of WELL is that it allows us to configure individual facilities. We chose to...

Oct 2021
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VP/Other Executive

Relationship

WELL Health is a very collaborative vendor. They are a strong partner. It is great that they are...

Oct 2021
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VP/Other Executive

Functionality and Upgrades

WELL would be a more powerful tool if it had a way to collect. It has some challenges with the...

Oct 2021
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VP/Other Executive

Relationship

We are working on another process with WELL Health that we want to automate as much as possible. I...

Oct 2021
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Manager

Service and Support

I am worried about WELL Health’s help desk service. When we transitioned to a different system, WELL...

Oct 2021
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Manager

ROI / Cost (care and feeding)

The product is really easy to use. That is why we like it, and that is why we keep it. And the price...

Oct 2021
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VP/Other Executive

ROI / Cost (care and feeding)

WELL Health is one of the up-and-comers in the healthcare space. Their product works, and it is...

Oct 2021
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VP/Other Executive

Relationship

I recently looked at the vendor’s announcements about all the new things coming up, and those things...

Oct 2021
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VP/Other Executive

Interfacing and Integration

The vendor could improve by adding more implementation people to help roll out new functionality to...

Oct 2021
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COO

Sales and Contracting

We have some concerns with the language of our contract. That has been a bit of an issue. The terms...

Oct 2021
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COO

Functionality and Upgrades

The solution is very user friendly for my team members and patients. Some people haven't had any...

Oct 2021
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COO

ROI / Cost (care and feeding)

We use the solution a lot for administration and observation support. That was our intention when we...

Oct 2021
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Manager

Technology

WELL Health offers us new things a lot. We don't always want to implement those things though.

Oct 2021
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Manager

Relationship

We talk with WELL Health frequently. We don't generally need to bring things to a higher level. If...

Oct 2021
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Manager

Functionality and Upgrades

WELL is a really easy system to use once people get going on it. It doesn't require a lot of...

Oct 2021
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Manager

Functionality and Upgrades

WELL's predefined content is spot on. Its ability to create custom content is also high. We can...

Oct 2021
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Manager

Functionality and Upgrades

If a patient's phone number is attached in WELL and that patient also has a child attached in their...

Oct 2021
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Manager

Service and Support

We are in a different time zone than the vendor's support people. WELL Health is working on that. My...

Oct 2021
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Analyst/Coordinator

Functionality and Upgrades

Right now, we are very happy with the product. It is easy to use. WELL is not a difficult...

Oct 2021
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Analyst/Coordinator

Functionality and Upgrades

Some features within the system don't make sense. The functionality for filtering patients just...

Oct 2021
||
(0)
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Analyst/Coordinator

Service and Support

WELL Health has a great team for customer support. I will receive not only an email but also a phone...

Oct 2021
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Analyst/Coordinator

ROI / Cost (care and feeding)

Our administrative team loves the WELL reports. The system has saved us quite a bit of money by...

Oct 2021
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Analyst/Coordinator

Interfacing and Integration

Integration was one of our issues when we went live. We were being pushed to go to HL7, and we were...

Oct 2021
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Analyst/Coordinator

Relationship

WELL Health is very quick to pull in whoever we need, so we have people empowered to solve our...

Oct 2021
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Analyst/Coordinator

Lessons Learned

If someone were on an EMR system that had WELL's functionality already, I wouldn't recommend WELL....

Oct 2021
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Analyst/Coordinator

Service and Support

One complaint I have about WELL Health is their communication about downtime. If their site goes...

Oct 2021
||
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Director

Functionality and Upgrades

Right now, the solution works pretty well. But we do have a lot of teams that still have to really...

Oct 2021
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Director

Functionality and Upgrades

WELL's use case library is pretty extensive, and it has been helpful for us.

Oct 2021
||
(0)
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Director

Service and Support

Our client services team has been really helpful. When we are trying to do something that another...

Oct 2021
||
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Director

ROI / Cost (care and feeding)

We are still trying to figure out our readmissions and whether they have decreased, but we have...

Oct 2021
||
(0)
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Director

Service and Support

When we had an account management team that was very reactive and wasn't meeting our needs, most of...

Oct 2021
||
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Director

Functionality and Upgrades

The vendor has a pretty fantastic product for scheduling and appointment reminders, and it takes a...

Oct 2021
||
(0)
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Director

Functionality and Upgrades

The only area that isn't good for the solution is the reporting and analytics area. We struggle a...

Oct 2021
||
(0)
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Director

Functionality and Upgrades

WELL is not the most intuitive system for some people. However, once they get the hang of it, it is...

Oct 2021
||
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Director

Functionality and Upgrades

We have used some of WELL Health's prebuilt content but not all of it. Some content has been...

Oct 2021
||
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Director

ROI / Cost (care and feeding)

WELL helped improve our flu shot approach. The number of people getting flu shots has increased. The...

Oct 2021
||
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Director

Interfacing and Integration

We would like to have online texting and appointment functionalities between WELL and our EMR. The...

Oct 2021
||
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