OnCall Health

RATING:

4.1

(127)

About OnCall Health

OnCall enables behavioral healthcare organizations to rapidly launch and grow a branded virtual care solution. The HIPAA and PEPIDA compliant cloud-based solution offers video (1:1 and group - up to 25 participants) and instant messaging appointments and automates the entire patient-provider journey from intake and onboarding to billing and analytics.OnCall gives enterprises full branding control across their web, IOS and android apps and launches their solution in as little as 30 days. Plus, OnCall offers ongoing training and dedicated account support to ensure success and adoption.The solution easily scales across regions and divisions by offering distinct workflows and permissions based on the needs of business units and provider groups, and integrates with existing ...

Awards and Recognition

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OnCall Health Reviews

Overall Rating

4.1

Ratings Breakdown

Secondary Ratings

Ease-of-use

4

Customer Support

4.5

Value for money

4

Functionality

4

Most Helpful Reviews for OnCall Health

1 - 5 of 127 Reviews

Kim

Health, Wellness and Fitness, 1 employee

Used free trial

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

3

Reviewed March 2021

Easy to use, user-friendly, simple, compliant with PHIPA

Joy

Verified reviewer

Health, Wellness and Fitness, 1 employee

Used weekly for less than 2 years

Review Source: Capterra

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

4

Reviewed March 2019

Highly Recommend oncallhealth.ca

My clients much prefer OnCall Health over the previous platform. It's reliable, which when doing psychotherapy is very important! Picture and audio quality is very good, and the appointment booking process is quick and easy. The mobile / tablet version is just as straightforward and easy to use as the computer one.

PROS

It is straight forward, easy to use, and very reliable. When I switched from another telehealth platform to oncallhealth, I received positive feedback from virtually every one of my clients.

CONS

Client's have to email support in order to update their payment information.

Vendor Response

Hi Joy, thank you for sharing your experience! We strive to create a seamless experience for users across all devices, and we're thrilled to hear that OnCall Health is easy to use and reliable for your practice!

Replied September 2019

Greg

Health, Wellness and Fitness, 2-10 employees

Used daily for more than 2 years

Review Source: Capterra
This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.

OVERALL RATING:

5

EASE OF USE

1

VALUE FOR MONEY

1

CUSTOMER SUPPORT

5

FUNCTIONALITY

2

Reviewed October 2019

Review

Great tech support. Poor testing and quality control. I would be happier if I was able to customize more of the system as some features don't apply to my network and are confusing. (i.e complete button in texting). I am often told these features can't be modified. As my company grows we need more customization to our volume and size of therapist network.

PROS

Tech support with the rep has been a pleasurable experience and she has been prompt and efficient. We value her support. Over the years the look of the software has become more professional and UI and has improved.

CONS

My concern is the UX. Clients and therapists often have difficulty as OCH tech quality control needs to be improved. New features or customization need to be tested rigorously. I have found errors in tagging and matching provinces and therapists to our three services. I shouldn't be auditing the system regularly to look for mismatch. This has impacted our relationship with our therapists and our contracts.

Reasons for switching to OnCall Health

Customization opportunity. Tech support.

Vendor Response

Hi Greg, thank you for sharing your review with us and valuing the technical support that our team provides! We are sorry that bugs in our features have impacted your relationship with providers, and we understand your needs for customization as your company grows. We really appreciate your patience as we do continue to improve and update our platform! Thank you for choosing OnCall!

Replied October 2019

Daniel

Mental Health Care, 2-10 employees

Used less than 12 months

Review Source
This review was submitted organically. No incentive was offered

OVERALL RATING:

1

EASE OF USE

4

VALUE FOR MONEY

1

CUSTOMER SUPPORT

1

FUNCTIONALITY

4

Reviewed May 2021

city use only

excellent interaction when buying. terrible experience when having technical problems. locked into a 12 month contract for a service that has ZERO business application for us.

PROS

excellent package and documentation integration. I liked the calendar booking function and shared documents with e-signing.

CONS

doesn't work on rural internet systems. I reported this to their technical people who just said it should work fine. In all practical tests we did with rural clients the video did not work at all. The system works fine for in city (high speed internet) but does not work at all with our client population (on reserve). As a comparison we tried Zoom and Facebook video and they worked just fine with the same clients on same networks. As such, clearly there is some video compression overhead that breaks this service in rural areas. When they were unable ot rectify the problem I asked to be released from contract but they made me pay for 12 months anyways for a product that doesn't even work for us.

Reason for choosing OnCall Health

we wanted a Canadian solution. We switched to Zoom because it actually works.

Vendor Response

Daniel, thank you for taking the time to leave us a review. An excellent customer experience is important to us, so we're sorry to hear that your experience was anything but that. While we're happy to hear that you were satisfied with your engagement with our team and with key features, we're sorry that your patients may have had trouble with connectivity. We regularly and extensively test all parts of our platform for stability and reliability, and our video platforms are able to provide high quality video when bandwidth of >5 MBPS is available. Of course, bandwidth can be a challenge in rural areas and we're always working to improve our video platforms. In terms of your contract, we partner with customers on annual contracts so that we're able to provide excellent, 24/7 technical support, in addition to a host of additional services related to account and workflow configuration. Please feel free to reach out to us at support@oncallhealth.ca regarding your annual contract. Thank you

Replied May 2021

Danielle

Mental Health Care, 1 employee

Used daily for less than 2 years

Review Source: Capterra
This review was submitted organically. No incentive was offered

OVERALL RATING:

5

EASE OF USE

5

VALUE FOR MONEY

5

CUSTOMER SUPPORT

5

FUNCTIONALITY

5

Reviewed September 2020

OnCall Saved Me!

OnCall is fundamental to my practice and I don't know how I would operate without it now. From scheduling clients, to having them complete forms online, to providing a secure platform for me to offer virtual sessions to clients, and so much more. It's freed my time previously spent on admin to grow my practice.

PROS

Before OnCall, hours of my time were spent each week on emails, phone calls and texts going back and forth with clients to schedule. OnCall has streamlined the administrative operations of my practice, making it easy for my clients to book an appointment and freed up space for me to focus on providing therapy.

CONS

Integration was pretty seamless. The one difficulty is that the billing feature is not compatible with my current bookkeeping software, this has been somewhat of a challenge particularly due to the fact that part of my practice involves third-party billing to insurance companies.

Reason for choosing OnCall Health

The video conferencing feature

Vendor Response

Hi Danielle, Thank you very much for taking the time to write us a review. We are very happy to hear that we have been able to save you time in managing your practice! Thank you, The OnCall Team

Replied September 2020