Mend
About Mend
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Most Helpful Reviews for Mend
1 - 5 of 702 Reviews
Julie
5,001 - 10,000 employees
Used less than 12 months
OVERALL RATING:
5
Reviewed September 2021
MEND Review
Zachary
Verified reviewer
Hospital & Health Care, 51-200 employees
Used less than 12 months
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed July 2021
Intuitive Software
Overall positive
PROSI've been using Mend software several times in the past year for telemedicine and it has been simple, easy to use and fully functional. Have no problems with this
CONSNo cons to note. Software works well and is intuitive
Marisa
Health, Wellness and Fitness, 1 employee
Used monthly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
Great service
Very friendly and concise but this review is ver long.
PROSEasy but this review is exhausting and should be less detailed.
CONSNothing but this review is exhausting and should be simplified and less detailed.
Rachel
Hospital & Health Care, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed September 2020
Mixed Feelings- Healthcare
We do love our direct customer support rep, but several issues we've had to escalate beyond them have not had a valid response from management. Those include HIPAA issues, state and federal telehealth regulations, business associates agreement concerns, etc. Major compliance (healthcare) issues with this product were not taken seriously. Concerned upper management does not understand relevant regulatory governance enough to ensure product is, and remains, in compliance. If NOT using for healthcare, then it's not a concern as this product works as described and meets needs for non-healthcare organizations.
PROSEnd-user experience is great, first level customer support is also wonderful. Meets many of our basic needs and offers a lot more flexibility than other products we've used (of same type). Mend tech team wonderful at making changes as we request them and finding solutions for alternate workflows. Great implementation process.
CONSMajor healthcare compliance concerns and as an organization, we've had to do much of the groundwork to both identify and push to resolve, including educate vendor on why it was a concern. We discovered very serious flaws in patient consent process that indicate Mend does not actually meet multiple federal standards (HIPAA, CMS Regs, and UETA, E-Sign Act) in this area, despite their contract and all business materials clearly stating they do. We brought this to their attention immediately (Feb 2020) and have had a very frustrating path to resolution and are not entirely sure it's resolved still (Sept 2020). Multiple attempts to get, in writing, explanation of issue and resolution (to support our organization as we are liable for this issue in any audit) with no response at all. Very poor communication re: resolving and not much accountability. In addition, reporting functionality is lacking. Only very basic reports can be obtained.
Reason for choosing Mend
The practice management/ front office features.
Reasons for switching to Mend
Better scheduling and EPM options with Mend. Needed more flexibility.
Ashley
Mental Health Care, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed February 2019
Mend Review
Mostly good.
PROSI get to create my own schedule, it is cool to talk to clients via webcam, I like that clients can sign forms through it. I like the paint and texting feature.
CONSIt is very slow to schedule appointments and process assessments. Once you select submit or book it takes longer than other websites to load. I do not like how you have to wait after each session scheduled for it to load and go back to the dashboard and then you can click to schedule another appointment. When you upload an assessment it would be cool it if were not two steps, if you could just upload the assessment such as treatment plan when you first assign the assessment rather than having to go back to the dashboard and upload it onto the designated assessment for the specific client. It would be good if it works better with smaller band with or slower internet. Sometimes it makes me log in twice even with correct password, sometimes it starts running my camera when I am not in a session and have not selected to start a session. There are a lot of clients with double names in the system which is frustrating because I have to make sure and select the accurate one, not the one with the fake e-mail. Sometimes people are unable to sign the forms on their cellphones even though we are told they do not have to download it, I have watched them attempt while I am on the call and it does not allow them to click submit or sign.It would be cool if there could be more interactive games the therapist and client could play through Mend together during session.
Vendor Response
Thanks for the feedback, it's great! Using the Rebook or Assessment feature from the Actions menu should make setting up appointments and assigning paperwork simpler. Did you know you can set recurring appointments as well? All of the issues described with the video connection should be fully resolved for you now. If you have any further issues, please let us know and we're happy to help.
Replied February 2019