Mend Software

Pros

I love that a software like this exists that allows for HIPAA compliant communication between physicians and patients. it made sharing results and explanations with patients simple.

Cons

Over time this may be modifiable, but for our practice it was difficult to consistently use this platform because it does not interface with our EMR. It saved time and effort in communications with patients, but the amount of time and effort it was going to take to upload the information back into our EMR made it less appealing.

Convenient and very helpful staff! Amanda and Matt have been really supportive!

Pros

One stop "shopping" to get the telehealth work completed without any hassles and great customer support. Clients like it - for their privacy! When I have to reschedule (especially through the hurricane and aftermath), it can be done immediately!

Cons

Some features (like the calendar) are sometimes blocked out by the system (this is annoying but not a show-stopper for clinicians). Good tool for effective time management!

Work from home

Pros

The only thing I like is I work from my home...The software has to improve a lot from behavioral therapy.

Cons

The platform has to establish interactive tools for behavioral therapy. The canvas system in use doesn't function. The frequents issues with in and out from system during a session are horrible, the link is not stable for work an hour, no matter the browser in use "supposedly" chrome is the better, that is not true.

ability to see more patients

Pros

The customer service with Mend is the best. They are available all the time. I never have to log a problem someone is ready to assist as soon as you call or hit the HELP button.

Cons

We have trouble connecting to patients when they are not on wifi. We lose out on at least 1/2 of our visits b/c patients are not connecting on wifi and their cell service is not strong enough to conduct the visit.

Pros

User friendly, made it simple and quick to get through. Walked you through the steps to get all the way through quickly

Cons

Took a bit to get used to, had to read everything first before the instructions became more clear then it was easy

Pros

Saves time from going into the office. You can schedule after hours with the providers. It is face to face instead of over the phone.

We anticipate a reduction in our no-show rate.

Pros

We are blown away with the responsiveness of our Mend implementation team. They have gone out of their way to customize the product for our specific needs and to train our staff as requested.

Cons

Right now it is mostly geared to the user who has an email address and the text messages send some links that only apply to those using a computer or laptop. It would be good to have the text messages relate only to smartphones/tablets and the emails relate to computers/laptops.

Easier appointments and more flexibility

Pros

The scheduling and ease of completing pre appointment paperwork has made the process enjoyable. The clients like it as much as our staff.

Cons

We haven't found any issues with the software. I wish we could use it more. The only limits are the insurance plans and it would be nice if we could interface with the EMR.

The ability to grow our practice into a range of different medical fields by piggy backing off of exhisting practices and then offering telehealth sessions for their dual diagnosis patients who need our services for the best possible outcome. Each of our providers are also able to supplement their income on their own time as they wish to see patients remotely.

Pros

The user interface has been well thought out for consumers who are not tech savvy! Our patient population in Weatern NC can be a bit older than average so this is a major plus!! I am also very hopeful that this will make a difference as we roll out annex offices into tiny communities in Appalachia where there are no psychologists / psychiatrists in the area.

Cons

I feel like I need two sessions of set up advice and basic overall usage. My notes from one session were not enough for me to feel completely competent in using the system.

Pros

I like that I don't have to worry about whether I'm crossing any HIPPA issues. And everyone I've talked to at Mend is really nice and easy to work with.

Cons

It can be frustrating when it says there is good single for internet, but it seems like Mend needs something stronger? It has been frustrating for both me and my clients.

Easy to set up and I can get client s from all around the state, not just in my area.

Pros

Clients are able to connect easily and from most devices. They love that they can use an app and put the code in.

Cons

Sometimes there is echo. Client mentioned to hear echo form therapist. Also clients have been confused with the appointment code. They use codes from previous sessions. Client will like to connect from ipads.

ability to visits when out of the office, evening and weekends. It adds availability to my practice

Pros

The Mend System for HIPAA compliant Tele-medicine visits provides me with ease of use. The system tells me if patient has tested their connection. The program tells me how good the connection is based on color coded bars on the screen.

Cons

patients do not always have equipment that can run the programs. then they dont know whatto do. They do not always use support button.

Mend benefits me in that it is convenient to use for both me and my clients. Some of them don't have access to mental health care in their area, so being able to log onto their phone or computer and talk to a professional is very helpful for them (so they say). The team is very helpful, professional, and quick to respond to any of my needs or to the needs of my clients. I also LOVE that my clients can sign their documents electronically, which saves a ton of extra time and work on my part!

Pros

I love that the Help Desk is so quick in responding to my questions. I can get help in the middle of a session if needed and it doesn't take up a lot of time. Plus, the ease of access to clients who are in other counties or are home-bound is wonderful! The majority of my clients really love the convenience of using Mend.

Cons

I can't schedule recurring appointments for my clients. I would like to see Mend add a feature where clients receive individual access codes for each recurring appointment.

Pros

The software is easy to use; very user friendly. If I have had any issues they have all been resolved easily/timely.

Cons

Every once in awhile the sound on the microphone will echo and sound like the other person is under water. This happens in and out frequently.

N/A

Pros

Mend is very easy for client's to use, very user friendly. EXCELLENT customer service/tech support, someone is always available.

Cons

There are almost always technical issues, whether it is a lag, echo, or audio issue (this is across the board, not only when client or therapist have a poor connection). The whiteboard feature can only be used if client is on a computer. Whiteboard feature lags. There is no screen-sharing feature. A screen-sharing WITH ability to draw and write/draw to screen feature was promised and never provided. There is no option to temporarily turn off video sharing (yet there is a mute button). Features are limited. Video and audio quality is almost always an issue. The request to receive text message notifications when client enters session no longer works.

Pros

Saves time and helps see more patients.it helps client connect when they are away. It saves time for patients and administrators.its reliable and fast.clients state that it's easy to use and like it.the company has worked with it for a few months and we all love it.

Cons

Sometimes connection is weak.Also sometimes it freezes and sound problems are present. This may be due to wifi problems

Pros

Very easy to navigate and maintain contact with provider and client. Clients who qualify will be able to have their appointments in the convenience of their home

It allows us to provide our patients access to psychiatry. In this area, waits to see a psychiatrist can be three months or more. This resolves this issue.

Pros

Program is very easy to use. It boots up quickly and to date I have had no problems with it logging off or kicking me out.

I love the fact that we can not only use if for telehealth, but to send documents securely to patients and third parties. I really love that feature because we so often have patients that can't get to our office to bring paper work or forms we need. The best part is that is HIPAA compliant!

Pros

So far I like the fact that is almost self explanatory; it's user friendly. It is very easy to teach others because of the ease of use.

Pros

My doctor is at my finger tips, my patients can schedule on weekends. Forms are so much easier to workwith.

Cons

Alerts could be a bit more better. Texting multi phones or email. Nothing else all is awesome!!!!!!!