Mend is a cloud-based healthcare communication solution that enables patients and providers to connect and share files, messages, assessments, photos and data.

Users and providers can use video conferencing and live chat tools on desktop or mobile devices. The solution makes use of HIPAA-compliant messaging, video conferencing and file sharing. Users can share information with patients or within the organization using a drag-and-drop interface to upload files and invite patients to chat using email links.

Mend can also be used to collect health information from patients like consent forms, medical histories, scanned images of identification, case management documentation and more. The solution can be integrated with other software and services including electronic medical record platforms, practice management solutions, pharmacy management software, lab information providers, insurance providers and more.

Mend offers services for a one-time fee that includes support via email, over the phone and through online chat and tutorials.



49 Reviews of Mend

Overall rating

4.47 / 5 stars

Filters:

Showing 1 - 20 of 49 reviews

December 2018

Bethany from Hearten Studio

Company Size: 1 employee

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Good product

My overall experience with Mend has been great! I am able to see clients from all over the country. No matter if I am traveling or at a different office, I am able to have full therapy sessions.

Pros

The thing I love most about this product is how easy it is for clients to use to connect with me for sessions. It runs really well.

Cons

You do need to have a strong internet connection for it work really well. This can be pretty frustrating when you don't or strong internet is not available in certain areas of the country.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied December 2018

Thank you for the review, we appreciate it! We have major performance improvements to video releasing the first week of the new year (Jan. '19). Video will require even less bandwidth and we'll have better support for group video sessions. There will also be a new design to make it even easier to use.

August 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

August 2018

On the go

I use it for my client and its easy to use will definitely recommend this to people in the medical field

Pros

That I can be any where and still keep track.

Cons

I loved everything about it it was a good idea.

July 2018

Sarah from Biotek Labs LLC

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

July 2018

My job just got way too easy.

I am able to process everything faster, especially getting signatures from the doctors and patients. I don't have to spend hours uploading paper into my computer- with Mend, its already there.

Pros

I LOVE that my administrative time has been cut down. Because I save so much time with Mend, I have more time to call my patients, see more patients, and process them faster. At the end of the day, medicine is a business, so time is money. Now I can actually do more of what matters; help my patients... and help the business.

The Mend customer service team is amazing. I always get an immediate response, and a quick resolution to my question. If there is a complicated issue, they stay in contact with me via email through every step. I never feel forgotten about, or like my questions are pointless. They seem to appreciate the feedback, and work hard to keep us happy.

Cons

There are still a few issues we are working out, but customer service is always quick to resolve them when they come up.

June 2018

Doug from InBody Chiropractic

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

June 2018

I simply love this program!

This focuses on a very large population of children

Pros

Mend has its focus on Mind, Exercise, Nutrition for children ages 7-13 which is a growing group of obese children. I works with the family not just the child.

Cons

I guess the only weakness would be that you can't follow the patient into their home and their life.

September 2017

Toni from Health, Wellness and Fitness

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

GREAT OVERALL EXPERIENCE!

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

We absolutely integrate with the EMR or other internal systems. There are four different variations to meet your needs and/or budget.

September 2017

Judith from IMPOWER

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2017

Very intuitive! Excellent tool for working with clients and dependents.

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!

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

We will follow up and see what you're experiencing with the calendar and address it immediately.

September 2017

Angela from Impower

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

2 of 5

Value for money

2 of 5

Customer support

2 of 5

Functionality

2 of 5

September 2017

Poor

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

Your Internet is consistently reporting extremely low speeds. I'm sure you're paying for more that your Internet Service Provider is giving you. This can be caused by your ISPs equipment, line noise, or other factors. We will follow up to resolve this for you. We just need a to run 1 or 2 tests and we can resolve this ASAP for you.

September 2017

Carla from family medicine at greenhill

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

Overall Mend has been a great addition to our office.

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

The best way to make sure the patient side is flawless is to reinforce that they test prior to each visit. If you can make them test, the patient side always run smooth.

September 2017

Elizabeth from Meridian behavioral health

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Functionality

3 of 5

September 2017

Easy to use

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

September 2017

lisaida from All About Women

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2017

Love it! Very convenient!

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.

September 2017

Carol from Coastal Behavioral Healthcare

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

We are very satisfied with this product so far.

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.

September 2017

Russell from Bayless

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2017

Seeing patents virtually with Mend makes both of us happy.

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

We can interface with the EMR. It's an option if the practice wants it.

September 2017

M.C. from Carolina Partners in Mental Health Care, PLLC

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

Wonderful instructor, Jessica. Kind and very astute to my questions. A true expert!

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

We now have additional training materials we can provide right in the Mend system. It can also be used to assign training to future staff down the road.

September 2017

Bethany from Mental Health Service

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

Overall it was has been a really great experience! Easy, and helpful.

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

It is really important that patients test prior to the visit as the test can predict the quality in advance. Also, the Internet quality is what determines the video quality.

September 2017

Mario from Impower

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

Its easy and reliable.

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

Echo can be speaker volume or Internet quality. The Mend test can predict this in advance. Visit codes expire for security reasons. However, they are sent in every text and email to make it easy for people. The app is and has always been available for iPads too.

September 2017

John from Heritage Medical Associates

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

easy for physician side,

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.

September 2017

Jennifer from Impower

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

September 2017

My experience with Mend has been great!

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.

September 2017

Katie from Meridian Behavioral Health

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

4 of 5

September 2017

User friendly. When I needed assistance, staff helped right away!

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.

Response from Mend VIP of Mend - Not a Fit Functionality

Replied September 2017

The echo is due to either slow hardware or poor Internet quality. The Mend tests can predict this in advance. We can also test the hardware and predict in advance if it will have any issues or not. Old inexpensive hardware can have trouble processing the video, but all can be tested in advance to ensure quality.

September 2017

Mandy from IMPOWER

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

2 of 5

Customer support

5 of 5

Functionality

1 of 5

September 2017

Dissatisfied

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.

September 2017

Damaris from Impower FL

Review Source: Capterra


Ease-of-use

3 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

4 of 5

September 2017

It's fast and reliable. It's easy to use and has good quality.

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