All Mend Reviews
1-25 of 715 Reviews
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Julie
Mental Health Care, 5,001 - 10,000 employees
Used less than 12 months
OVERALL RATING:
5
Reviewed September 2021
MEND Review
Ronald Abilmar
Verified reviewer
Computer Software, 2-10 employees
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2023
Transforming my healthcare experience forever.
I love the flexibility it offers by allowing me to communicate with my healthcare providers via messages, video or forms, which perfectly suits my needs and preferences is great.
PROSIt's great that it has simplified and streamlined my healthcare experience, allowing me to receive the care I need quickly and efficiently.
CONSWell, sometimes I have experienced some connectivity problems or communication delays when using the platform.
Jennifer
Verified reviewer
Consumer Services, 1 employee
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2020
Mend
My overall experience with Mend was helpful, a lot of other software don't give you the tools to be able to show X-rays and other documents that your doctor would want to share with you.
PROSMend is very easy to use when getting into touch with your doctor. I only used this software once to go over my X-rays on my back. I like that you can use this on your computer or your cell phone, makes it very convenient. You have ton's of different chat tools and can video chat with your doctor while going over results.
CONSThe downer of this software is how much is it. I think the price rounds around $100 to $200 bucks which is way to pricey for me, and there's no way I could afford that especially when there is so many different ways over the computer or your cell that you can use to talk to your doctor. My doctor wanted me to use this software to be able to access my X-Rays and see what's going on which is why is was free for me just this once.
Reasons for switching to Mend
I made sure to switch to Zoom because it's completely free no matter what, and since then I haven't used Mend because we already got to go over my results where he could show me what's going on with my back. Mean while I was grateful for mend because it was simple to be able to see my own X-rays so that we can figure out the next step of where to go from here.
Vendor Response
Mend does not charge a patient to use the services. Any patient responsibility is between the patient and the provider. Mend starts at $49 per provider per month.
Replied July 2020
Debbie
Mental Health Care, 11-50 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Mend helping
Very good to work with i like that i can see and talk to my therapist
PROSHelps to connect with my therapist and psychiatrist to see them and them to see me to talk with
CONSThere was nothing i disliked about mend
Rannon
Mental Health Care, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
1
FUNCTIONALITY
4
Reviewed September 2020
Reoccurring Issues that Never Get Addressed
Unresponsive and overall bad tech. I would not recommend your service to others in behavioral health. I wish so badly we would switch to Zoom or WebEx. I have been begging our director about this since this has all started 6 months ago. I gave your organization grace and was patient due to all that has been going on, but you have made some steep promises that you could handle this. I don't see you stepping up to the plate to address something so basic around reliability that has me rather upset.
PROSThe ease of use and certain functionalities are nice, however they don't always work such as the share your screen function is very hit or miss.
CONSSince we have started on this venture with your organization I constantly hear negative feedback from my clinical staff of 10 providers that client's get dropped from their group, client's can't login due to the email never getting sent out, and my providers getting removed from the group. It appears that anytime the group size is over 8-10 individuals present the platform implodes and becomes very shaky from a performance standpoint. All of my providers have 14-16 clients each group, so every group gets impacted by this. It's not just one of them. I worry about how long this is going to go on for un-addressed. I hold a staffing every week with my providers and it's the first thing they ask about, "when is Mend going to fix this?" They use the tech support line when they have the time to do it, but usually they have found the feedback is never helpful. My providers are very frustrated and I am quite frankly tired of hearing about it. Please, I beg you look into upgrading your servers, software, or whatever you think would fix this issue. It has gone on far too long. It's a running joke about your service with our client's and it's affecting the way people want to engage in virtual care with us.
Vendor Response
Rannon, thank you for the feedback. We have released many changes and we're pushing to get them implemented. We have a new setting to decrease resources needed for large groups. We have feature to dial in people over the phone with poor equipment or connectivity. Offering group capability over the Web was brand new development performed for your organization specifically. We agreed to a date to deliver this brand new feature and then a pandemic happened. We still met our delivery date and no other company or team would have been able to deliver on schedule like we did. We're very proud of that. Any new development during a global pandemic is going to experience some bumps in the road. We appreciate your patience and we're pushing as well to get changes made deployed to everyone.
Replied September 2020
Kathy
Retail, 51-200 employees
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2024
Customer service experience
My overall experience with Mend was great once again the nurse was very professional.
PROSThe nurse assistant was very professional and friendly.
CONSNone available to mention in the comment box
Jaelynn
Verified reviewer
Hospitality, 11-50 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
3
Reviewed February 2021
Easy Telemedicine Software
It's easy to log into. It's good for reminding when the next meeting is or easy to schedule with. It's pretty straight forward with its format. I can use to just get into video calls quickly without having to navigate through the app to find the call.
CONSI will say calls can drop pretty easily. It does not work well if the app is interrupted by an incoming call, you will have to log in and out. The voice function normally drops after being interrupted.
Vendor Response
Thank you so much for the review! Some cell phone carriers are not able to support data and voice at the same time. This could be the problem if you can a voice call that is incoming. Please feel free to reach our world class customer service team within second using the Need Help? button anytime. We have tips, tricks, and new configurations to make sure your video stays connected, while maintaining privacy and security.
Replied May 2021
Josh
Verified reviewer
Hospital & Health Care, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2019
Good and bad of Mend
Seeing patients name and linking to their code.
CONSSometimes it goes in and out of patients charts and does not accurately calculate timed visits.
Vendor Response
Thank you. Not sure what you mean about the patient chart since that would be in the EHR. We'll reach out to find out more and see if we can help!
Replied February 2019
Ly Dell
Non-Profit Organization Management, 2-10 employees
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Enjoyed Telemedicine Call
Kate Gruber was great, extremely personable and a joy to speak with.
CONSThere is absolutely nothing that I didn't like...great call.
LYNN
Graphic Design, 1 employee
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2024
Yearly health visit.
It was a pleasant experience, nurse was nice, receptive and easy to work with.
PROSEasy to use, lady I worked with was very easy to talk with, she was quite pleasant, and laughed at some of my silliness.
CONSI have no earthly idea what this is going to cost. It was a requirement by my new insurance, Wellcare. I know absolutely nothing about Wellcare, but it was recommended by an insurance agent, Becky, over the phone. So my biggest complaint is I don't know what the hell this was for except a yearly checkup, I have no idea what it is going to cost or who is going to pay for it. No one prepared me for working with Wellcare.
Evie
Verified reviewer
Environmental Services, 501-1,000 employees
Used monthly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed March 2024
Matrix Medical
The person I talked with was knowledgeable.
CONSThe video was sketchy, and the audio was off.
Abbie
Hospital & Health Care, 10,000+ employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2020
A Telehealth Video Visit platform that works!
Implementing Mend has been a huge win for our organization, which was struggling with another telehealth platform during the peak of the COVID shutdowns. Mend has been easy for providers and patients to use, making healthcare more accessible, and the service we've received from Mend leadership has been exceptional. We're very happy with our experience!
PROSMend is easy for our patients to access, and the Instant Virtual Exam Room function makes it so simple to get a visit link to our patients or their caregivers. In just the few months that we've been using the software, Mend has pushed out several helpful enhancements, like connectivity logging, so we can easily see whether connection issues are on a patient side or our side, and improved Group Visit functionality. Their live chat support model has been fantastic!
CONSThere are a few things we wish were customizable to our organization, that aren't, like the content of certain messages that patients receive, and some demographic fields. We wish it was easier to invite third parties to a video visit further in advance of the visit.
Reason for choosing Mend
Mend was designed as a Telehealth platform from the start and felt more appropriate to use in healthcare. They offered live chat support for our staff as well as our patients, which no other platform offered, and they touted an incredibly high connection success rate.
Reasons for switching to Mend
Previous platform had serious tech infrastructure issues, resulting in numerous unplanned downtimes. Poor vendor communication and inability to meet our business requirements in a timely fashion.
Theresa
Mental Health Care, 51-200 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
3
FUNCTIONALITY
2
Reviewed September 2020
Learning Curve
It has more challenges for sure than zoom. Transmissions are frequently unclear / cut out. Perhaps Zoom has stronger, wider-ranging connections, not sure. I would say that while there are some things that are good about mend, I don't love it overall.
PROSI like that mend alerts patients before their appt about the upcoming appt and allows them to prepare themselves and be waiting for the appt to start.
CONSConnections are often poor, frequently cuts out, sometimes have an echo. I do not like that you have to be near wifi (doesn't always work for our patients) and that there are so many parameters for it to be successful (i.e. have to use safari with iphone but chrome with Macbook - lots of these considtions). I also wish the image of the patient could be minimized so that you can be working on you own emr notes (not in the mend notes) while seeing the patient. I also wish group meetings were easier to access.
Reasons for switching to Mend
My company made the switch. Thought it provided additional safety measure - more HIPAA compliant.
Vendor Response
Theresa, we are so grateful for your feedback. We have several options to improve connectivity. Some of the options are as follows: App, Appless, low resource mode, network, firewall, VPN testing, proactive monitoring, and more. We are also the only platform that tracks connectivity data. If you do ever experience an issue in a session, you can go into the Actions menu and review the connection details for the entire session. Lastly, we have a new dialer feature that allows you to connect an unlimited number of phone numbers. This is a fallback option if the patient is unable to connect to video. Mend is responsive. You can shrink it down to any size so that the majority of your screen is your EHR. On Windows, for example, hit the Windows Key + the Left or Right arrows. That shrinks a screen to 50% and you can make it even smaller. Macs and Smartphones allow for multi-tasking as well like the split scree view described. I'll have some reach out and correct this for you right away.
Replied September 2020
Leah
Medical Practice, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed July 2021
When It Works, It Works!
When it works, it is great! If everyone has a high speed internet connection it seems to work, but with some clients living in rural areas, they are not always afforded the opportunity to receive high speed internet.
CONSLong lag time waiting for patients to load and be able to access. Sometimes the sound cuts out and one side or the other has no audio, other times the video is garbled and distorted.
Reasons for switching to Mend
Administrators decided to change.
Vendor Response
Thank you so much for the review!! In June, 2021 Mend released a major update allowing audio and video to go as low as 30-50 Kbps. That means it can work on 2 and 3G Internet. However, especially is rural areas, we see roaming data connections and patients with very little ability to upload at all. In Rural areas it can be that 10% of patients only average 5-25 Kbps of total upload capacity. That is not enough bandwidth for audio alone. We want to help you help more people. This month, in July, 2021 we're releasing an update that will reduce bandwidth requirements by another 50%. The 15-30 Kbps patient connections should be possible. It's not ideal, but it should be possible. That will give Mend the lowest bandwidth requirements in the industry! We won't stop there. If we can make it work even lower, we will do it. Appreciate your continued use of the platform!
Replied July 2021
JANE
Hospital & Health Care, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Thank you
Thank you for helping me get my mic to work from home I was right up against a patient visit and your team, especially Catlin, got it to work. Please make sure to let people know that Chrome is the preferred browser. One employee told me it didn't make a difference and it did make a difference! Thank you for making it so easy to use and patient ease to use as well. The patient connection is always the most difficult in most cases. You platform is super easy for them!
PROSnot applicablerrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr
CONSnot applicablerrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr
Linnette
Mental Health Care, 501-1,000 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2019
User Friendly
AS I mention before I really love the customer service, I had brought an issue before to them and within days it was resolve making my experience better than before.
PROSMend is very easy to use and it has an amazing customer service. I have ask questions and ask for the Mend team to help me and they have always been quick to respond and help me with whatever issue I might have.
CONSI wish there was a way for the clients to be prompt to make their own payments, by inputting their credit or debit cards themselves and if the card is declined then they couldn't proceed to their appointment. However I understand that the Mend team works everyday to improved their software.
Vendor Response
Thank you for the review, we really appreciate it. We can collect the payment during the appointment booking process. We will follow up to gather your feedback and discuss possible options. 2/14/19 - We talked to Linnette and we had the ability to solve the payment problem with our digital forms and come up with a much better workflow to solve the payment issue.
Replied February 2019
Adam
Mental Health Care, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
2
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
2
Reviewed September 2020
Mend Rweview
It has been an okay experience. It is not my first choice of use as the redundancy is annoying to me. But I do like the messaging system that is in place that lets people know when someone is in the session.
PROSI like that the software lets people know when someone has started a session. I like that you can communicate through the system with messages if there are issues with the audio.
CONSI don't like how complex it is to put clients into the calendar. It is very repetitive and monotonous.
Vendor Response
Adam, let's set up an integration or we can bulk import patients into Mend. We also have simple one-page booking in the calendar view or instant virtual exam rooms that only need an email or mobile number to set an appointment. We have so many options available for you. I will have someone follow up. In terms of the alerts, we have a new user-friendly alert tool launching this month so you can control the alerts you receive. I hope this addresses your feedback, which we are so grateful for. When we have fully addressed your cons, please consider emailing reviews@capterra.com and increasing our ratings. Appreciate you!
Replied September 2020
Carlota
Health, Wellness and Fitness, 1,001-5,000 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2021
Commodity in pandemic time
Having a Telehealth appointment is like being at the clinic.
PROSRegarding the pandemic situation, this is the best option for having an appointment with a Medical Doctor.
CONSSome patients doesn't have high speed internet and they can't use this software
Vendor Response
We really appreciate the review! Mend continues to drive towards requiring the least amount of bandwidth in the industry. Mend now supports connections as low as 20-30k per second for both audio and video. At those speeds, 3G Internet and some 2G cellular Internet connections are now possible! Mend is also releasing a Call Patient phone backup in every visit. Releasing in Sept., 2021 any provider will have the option to place a phone call to the patient's phone number on file from within a Mend video visit. The most productive Telehealth programs in the country run on Mend. Mend helps practices all over the country see more patients!
Replied July 2021
Chantel
Medical Practice, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2022
Easy to use!!!
Overall, the system is easy to use and very convenient
PROSI like being able to reach out to the patients through the system. Being able to send text messages through the system almost guarantees the patient will call us back
CONSKeeping track of the outreach is a bit difficult. Previously, I was trying to find further details on a message I had sent to one of our patients. After speaking with customer service, I learned that the system does not keep track of the messages we send out, only if I could provide a phone number attached to the patient I'm looking for. This didn't help my issue of figuring out which patient I was looking for or keeping track of all the messages I send out.
michelle
Human Resources, 501-1,000 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed September 2020
Moderately Satisfied
It seems like it serves its purpose. I don't love or hate it, it's neutral. It's fairly easy to get clients entered into the system and the layout seems user friendly.
CONSThe lag times when scheduling available times and being able to fill them. Same with entering client information and being able to find that client right after entering them. Seems like there's a lag. I also have seen several clients struggle to get it to work, though that could be their devices/connections. But seems like I have little glitches sometimes as well.
Vendor Response
Thank you for the review. This is Matt McBride, CEO of Mend. We want you to love using Mend. Please contact me directly so I can understand more on how we can make the system even easier for you. You should not be experiencing a lag of any kind. We can resolve that right away. My email is matt@mend.com. Please email me as I would like to help and learn more about how to get better.
Replied May 2021
Anonymous
201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
FUNCTIONALITY
4
Reviewed April 2019
Simple interface but some adjustment with more complicated functions
I used Mend to work with my clients in scheduling appointments and managing my own billing. It was great for simpler messaging, but a little more difficult when insurance arrangements were complicated. Overall it was a good experience.
PROSI like the ease of scheduling and sending information to clients. I can see quickly who is having trouble attending appointments and integrating that with my own billing management.
CONSSome of my clients still have some trouble understanding the software, and I've had to spend some time explaining it to them instead of being able to look it up themselves.
Vendor Response
If you direct your patients to our Help button, we respond within 20 seconds and we can help your patients with their first use so you don't have to spend time on that. Also, if you're using our digital forms, why not have a training form to set expectations? You could inform them of policies, include FAQs, discuss any technology, etc. Thank you for the review!
Replied April 2019
Elizabeth
Hospital & Health Care, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
2
CUSTOMER SUPPORT
1
FUNCTIONALITY
2
Reviewed September 2020
Didn't hold up
MEND has disrupted important communication and I do not recommend it.
PROSPatients say it is easy to use. They have said they can connect from the links.
CONSFrequent drop outs during sessions. Often have to switch to a different platform due to poor performance.
Vendor Response
Elizabeth, thank you for the feedback here. We have several options to improve connectivity. Some of the options are as follows: App, Appless, low resource mode, network, firewall, VPN testing, proactive monitoring, and more. We are also the only platform that tracks connectivity data. If you do ever experience an issue in a session, you can go into the Actions menu and review the connection details for the entire session. Lastly, we have a new dialer feature that allows you to connect an unlimited number of phone numbers. This is a fallback option if the patient is unable to connect to video. I'll have some reach out and correct this for you right away.
Replied September 2020
Vicki
Mental Health Care, 1 employee
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed February 2019
MEND SOFTWARE REVIEW
Overall it has been helpful to see clients who are unable to be seen in persons.
PROSI like the new telehealth platform for viewing/seeing/meeting with clients I like the new virtual waiting room
CONSThe software is often slow, and takes several seconds to switch between screens (such as when rescheduling with patient while he/she is still online) As well during this interaction it is very hard to tell what is a block or what is an actual appt. Because my organization uses 2platfirms advanced MD and MEND, I often have to look between the 2 calendars which is time consuming. It would be nice if it were more seamless
Vendor Response
Great feedback, appreciate it. Your implementation has a bi-directional interface. You can drop the appointment in Mend or AMD and it shows up in the other system in real-time. We'll follow up and address your concerns.
Replied February 2019
Lisa
Retail, 1 employee
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
FUNCTIONALITY
5
Reviewed October 2023
Balancing Work and life during challenges
My overall experience with Mend has been professional and progressive and positive. I would call my friends to use Mend. Mend has helped me get my life back in order and has been a beneficial factor in my mental health progressiveness.
PROSI have connection with counselors and doctors that I do need to see it is detrimental that I see you my doctors on time for therapy and psychotherapy and medication management to regularly save my emotional, psychological, and outright life.
CONSIf party on the other line is going to be late there should be a cartoon or something so the patient on the other line would know that they're coming and just haven't forgot about you.
Reasons for switching to Mend
I moved here with my fiance to live up north Florida from the Tampa Bay area.
Erica
Mental Health Care, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed May 2021
Enjoyable Service
I have really enjoyed Mend for the most part. It has made it great to connect with people no matter their location.
PROSI enjoy being able to connect with other people from all over. It has a lot of features that make it easy to use.
CONSSometimes it is hard to connect to the video. or the quality of the video is not good.
Vendor Response
Thank you so much for your review! We actually just met this week with someone from your organization as we have new configurations not being leveraged to improve video connectivity. Once implemented, we should see improvements. Video connectivity primarily involves Internet connection bandwidth. However, we're working very hard to maintain video connections even when bandwidth is poor. We also have audio fallback and in visit dialer that can be used as a fallback option. Thanks again for the review!!
Replied May 2021