Telehealth Performance 2022
07 July 22
| Ciera Walker and Schafer Jackson
At the onset of the pandemic, telehealth solutions became critical for healthcare organizations to maintain appointments, offer safe care, and increase patients’ access to care. Now, with many patients still wanting to use telehealth (see recently published report on the patient perspective ), provider organizations are at a crossroads as they evaluate telehealth’s value and long-term use, especially if the US government’s emergency telehealth use policy isn’t renewed past summer 2022. This report examines how well vendors facilitate a quality customer experience and what outcomes customers have achieved, particularly as they have overseen patients’ involvement with the technology (i.e., accommodating patients’ differing devices, connection bandwidths, and levels of digital literacy). Vendors are divided into two groups based on the type of technology they offer: virtual care platforms and video conferencing solutions.
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VP/Other Executive
Relationship
Mend tries, and I really like the people. When we bring things to...
VP/Other Executive
Loyalty, Relationship, Product
Mend is not as good as it could be. Our biggest struggle early on was...
VP/Other Executive
Loyalty
We are definitely planning to transition to a different platform for...
Manager
Relationship
I haven't seen much evolution with what the vendor currently offers....
Manager
Loyalty, Product
Mend is a virtual-visit platform that our care managers use to...
Manager
Loyalty, Product
Mend is a product that we continue to renew year after year. When we...
Manager
Relationship, Value
The vendor is awesome. We still have the same customer care person. If...
Analyst/Coordinator
Operations, Product
I don't necessarily ask Mend for a whole lot of training, but that is...
Analyst/Coordinator
Loyalty, Product
Mend had a mobile app feature, and they just stopped supporting it. It...
Analyst/Coordinator
Loyalty, Relationship, Operations, Product
Mend has been great with updates, and one of the things I saw recently...