Overall positive

I'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

No cons to note. Software works well and is intuitive

I give Mend two thumbs up,for overall ease ,user friendliness ,and quality.

I 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!

There 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.

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.

End-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.

Major 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.

This is an easy and effective and efficient way to stay connected and engaged furthering my recovery journey

This is an easy and effective and efficient way to stay connected and engaged furthering my recovery journey

Fine at home service--a good supplement to doctor's visits

Easy to schedule and Sharon was both knowlegeable and kind.

A 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.

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.

There 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.

1. 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

Mend worked for the telemedicine visit I used it for.

Mend launched quickly and the connection was very good.

I 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.

Appointment

It was really easy to use, I could hear, see and follow directions easily. Far better than Zoom or other conference type programs

No issues .. it works smoothly and being on the receiving end of the call, I highly recommend the program.

I think it's useful for information and updating my information.

I like how easy it is to use. The human O spoke with wad clear with his questions.

The conversation was understandable. The speaker was very good at keeping on track.

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.

I am not really for sure it isn’t like I use this every day

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!

Mend 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!

There 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.

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.

I 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.

Connections 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.

Overall I feel that Mend is a good platform and what I love most is that they are always working on continued improvements.

Mend 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.

With 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.

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!

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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.

Often 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.

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.

I 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.

I don't like how complex it is to put clients into the calendar. It is very repetitive and monotonous.

Having a Telehealth appointment is like being at the clinic.

Regarding the pandemic situation, this is the best option for having an appointment with a Medical Doctor.

Some patients doesn't have high speed internet and they can't use this software

Overall, the system is easy to use and very convenient

I 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

Keeping 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.