All Mend Reviews
1-25 of 645 Reviews
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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
Julie
Individual & Family Services, 1 employee
Used monthly for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed June 2023
Julies revjew
I give Mend two thumbs up,for overall ease ,user friendliness ,and quality.
PROSI didn't have to get up and get dressed and try to look good,when I'm not feeling good that's the last thing I ever feel like doing.Its like a housecall,but on your phone,it's very convenient and hassle-free,and everybody was so helpful,sympathetic to my needs and punctual so from appointment setting to seeing a Dr. 4 hrs and it's all over and prescription is sent to my pharmacy,now if I could only get the pharmacy to deliver I'd be all set!
CONSThere really were no cons to this virtual visit,except that due to wifi it lags a bit ,the staff members were all very friendly and helpful and the Dr was knowledgeable and gave great advice on follow up treatment.
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.
Jimmy
Banking, 11-50 employees
Used weekly for less than 6 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2023
Thank you Hazelden
This is an easy and effective and efficient way to stay connected and engaged furthering my recovery journey
CONSThis is an easy and effective and efficient way to stay connected and engaged furthering my recovery journey
Roseann
Libraries, 11-50 employees
Used monthly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed August 2023
Virtual Visit
Fine at home service--a good supplement to doctor's visits
PROSEasy to schedule and Sharon was both knowlegeable and kind.
CONSA little bit of difficulty on the check in. It said my Internet quality was low but the suggested steps weren't clear. No trouble on my end during the virtual visit.
Lacey
Verified reviewer
Mental Health Care, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
2
EASE OF USE
2
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed February 2019
Terrible Experience so far!!!!
Terrible. Worst system I have ever used. Very frustrating to work with the mend team and the software. Extremely slow and slows down my whole day having to wait for the system to load.
PROSThere is nothing much to like. The system and terribly slow and there are a lot of errors that we keep having that the IT team is not fixing or attempts to fix but never solves the issue completely.
CONS1. Runs extremely slow no matter what wifi connection I am using, or what I am trying to do in the system. Everything is so slow. Most definitely a system error not a connection error. 2. Many features do not work properly. Example: Rebooking option does not rebook patients for the correct time slot. Another example is when I added a credit card to a new patient that I added to the system and scheduled, then I went to check out a completely different patient and the new credit card I entered was linked to the established patients account. 3. Customer service/ IT. Customer services responds back to our requests quickly but nothing is ever solved. If the IT team "solves" an issue we are having it may work one time then will go back to not working properly.. Just like the rebook option. Our company has had many requests to change things up in the system and nothing has been done yet
Vendor Response
Thank you for your feedback. We will follow up and see if we can make further adjustments to assist. It is worth noting that during your implementation your scheduling product went out of business. We do not offer Mend as a practice management scheduling system. This review describes an off label use of our product where all the pros and cons were discussed in advance. The way the product is used in this scenario is not something that we actually market and sell.
Replied February 2019
Claudia
Legal Services, 1 employee
Used monthly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed August 2023
MEND for Telemedicine works well.
Mend worked for the telemedicine visit I used it for.
PROSMend launched quickly and the connection was very good.
CONSI did not test out any other features. I made a telemedicine visit and the software used for the visit was MEND. This is not a product I selected, but it worked well.
Sandra
Government Administration, 10,000+ employees
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
Retired
Appointment
PROSIt was really easy to use, I could hear, see and follow directions easily. Far better than Zoom or other conference type programs
CONSNo issues .. it works smoothly and being on the receiving end of the call, I highly recommend the program.
Bruce
Entertainment, 2-10 employees
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed August 2023
What is it?
I think it's useful for information and updating my information.
PROSI like how easy it is to use. The human O spoke with wad clear with his questions.
CONSThe conversation was understandable. The speaker was very good at keeping on track.
Antoinette
Consumer Services, 1 employee
Used monthly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
Client review
I just like it that I could have my telehealth appointment on there and didn’t have to leave my home. That was very convenient.
CONSI am not really for sure it isn’t like I use this every day
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
Candice
Mental Health Care, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed September 2020
Customizable
Overall I feel that Mend is a good platform and what I love most is that they are always working on continued improvements.
PROSMend is always willing to work with us on how to make improvements to the platform or our process to make it easier for our providers, staff, and patients.
CONSWith any tech there will always be glitches and or issues with connectivity. There are certain providers/patients that report issues with loss of video or audio.
Reason for choosing Mend
Customization and cost
Reasons for switching to Mend
They discontinued their service.
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
Jacki
Mental Health Care, 501-1,000 employees
Used weekly for less than 12 months
OVERALL RATING:
3
EASE OF USE
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed September 2020
Mental health therapist
I like that I can still interact with my clients from a distance over video format. It is fairly easy to use fro scheduling appointments and inputting patient information.
CONSOften when I am on a call with a client, we have been cut off or the call is dropped, I am not sure if this is due to Mend or just their internet connections. I wish that the dashboard feature were easier to use, sometimes, I cannot find the appointments and have to look them up under "patients" tab.
Reasons for switching to Mend
our company made the switch
Vendor Response
Jacki, thank you so much for this information. We have a number of options to address any connection issues. Someone from support will follow up. All errors are recorded. You can see them in appointment details and we can see all errors for all your appointments to assist. We also have numerous options in development as we're always striving to have the best Telehealth experience on the planet. When support reaches out, I will have them check your Dashboard. You may have data being displayed that we can turn off or clear nightly be turning on certain settings.
Replied September 2020
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