Mend Reviews

Pros

It's great that it has simplified and streamlined my healthcare experience, allowing me to receive the care I need quickly and efficiently.

Cons

Well, sometimes I have experienced some connectivity problems or communication delays when using the platform.

Pros

I like how quickly and convenient I was able to login to my portal to access my doctor appointment

Cons

Nothing Everything was satisfactory for me

Pros

The ease of use and certain functionalities are nice, however they don't always work such as the share your screen function is very hit or miss.

Cons

Since we have started on this venture with your organization I constantly hear negative feedback from my clinical staff of 10 providers that client's get dropped from their group, client's can't login due to the email never getting sent out, and my providers getting removed from the group. It appears that anytime the group size is over 8-10 individuals present the platform implodes and becomes very shaky from a performance standpoint. All of my providers have 14-16 clients each group, so every group gets impacted by this. It's not just one of them. I worry about how long this is going to go on for un-addressed. I hold a staffing every week with my providers and it's the first thing they ask about, "when is Mend going to fix this?" They use the tech support line when they have the time to do it, but usually they have found the feedback is never helpful. My providers are very frustrated and I am quite frankly tired of hearing about it. Please, I beg you look into upgrading your servers, software, or whatever you think would fix this issue. It has gone on far too long. It's a running joke about your service with our client's and it's affecting the way people want to engage in virtual care with us.

Pros

Convenient, thorough and professional. They all seem to truly care about their patient's wellbeing.

Cons

There isn't anything I don't like. I have a very demanding job and Mend works best for me.

Pros

Everyone is helpful and kind. Also they got me in so quick (this time, virtual).

Cons

Nothing. Everyone is very helpful. Location is good.

Pros

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.

Cons

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

Pros

I enjoyed my MEND meeting with [sensitive content hidden]. She kept the tone of our conversation light.

Cons

Nothing. There were no problems in carrying out the meeting.

Pros

Great for time and interaction. Very personable.

Cons

No issues. I enjoyed the interaction. All my concerns and questions were addressed.

Pros

How thorough they are with their clients

Cons

The price of meds but the quality are great!

Pros

The easy access and how helpful the visits are.

Cons

Nothing everything is great.

Pros

The program has been easy to implement and use. We appreciate all of the data for the visits so that we can easily document our video sessions in the event of an audit.

Cons

The program has been great, but has a high up-front cost which could be prohibitive for some. Monthly or quarterly billing could facilitate use.

Alternatives Considered

Reasons for Switching to Mend

Pros

I unfortunately do not have any positive feedback about this software, it's terrible.

Cons

Compared to other telehealth services, this software is not stable. It is rare that I have a full session with a client from start to finish without interruption or some form of issue. I often have to use our back up telehealth service Doxy Me which is always more reliable and stable had has significantly less interruptions. If my employer didn't require me to initiate sessions via Mend, I would not use it at all.

Pros

-Allowing us to personalize the app/site to support our company's logo
-Tech support is quick to respond and resolve critical issues
-The most recent updates appears to offer clearer video and audio

Cons

-The app for the smartphone offers a login feature that doesn't seem to be necessary. Clients are able to open the app and just enter their 6 digit code without having to login first. This confuses some clients.

-Idle timeouts that require you to log back in frequently

-The syncing between our system and theirs doesn't always update properly. i.e. if an appointment was marked out in our system. During the next cycle, the old appointment will populate into Mend as though it still needs to take place.

-The reporting tools could be updated to review certain pieces of information to help our practice run more efficiently.

Pros

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.

Cons

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.

Alternatives Considered

Reasons for Choosing Mend

Reasons for Switching to Mend

Pros

We use Mend every day at our facility for our telehealth appointments. This has allowed us to continue seeing patients while in the midst of the pandemic. It is a very valuable tool in our Federally Qualified Health Center. Our providers are able to work from home or the office while using the Mend application. Our patients appreciate not having to come in to a crowded waiting room during the pandemic. They also appreciate being able to have a "sick" visit from the comfort and privacy of their home.

Cons

I think the buy in from the other employees was the most difficult part of the process. They are always hesitant to learn something new.

Pros

Pretty easy to learn. Generally reliable - and lots of emails if malfunctioning. Has lots of tip sheets. Patients don't have to download an app

Cons

Limited features (e.g., screen share would be nice); not connected to EHR so have to schedule/check out appts in 2 places which is a real hassle.

Pros

It is easy to use for most patients. It works well and allows our clinicians to see both the patient and their chart at the same time. Additionally our staff is able to trouble shoot any in house problems or issues pretty easily. The schedule works well and is easy to use.

Cons

It does not work on every platform and it is hard to tell which platforms it does and doesn't work on. Many of the patients we would like to target for this program do not have the technology to use this service.

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.

Pros

Easy to register patients into the system, patients can confirm that their tech works prior to the appointment.

Cons

we have no automated software to link mend to our EMR, so every mend patient must be added manually. A little frustrating, especially if someone makes a last minute video visit and we have to stop what were doing to add them into mend real fast before their appointment start time.

There is also no feedback that the patient database is being queried when you search for it, so it's hard to tell if there are no users with that name, or if the database hasn't finished it's search yet. I often times end up making duplicate patient profiles just because I think the patient is not in the system when they are, the database was just slow to show me that. The speed in which search query finishes varies between half a second to almost 10 seconds. Add one of those spinning "searching" icons so I know it's still searching.

Pros

Patients say it is easy to use. They have said they can connect from the links.

Cons

Frequent drop outs during sessions. Often have to switch to a different platform due to poor performance.

Pros

I like that this platform can be accessed from any computer/location. I also like that reminder notifications are sent automatically to client's when there is an upcoming appointment.

Cons

I have had a lot of client's struggle with getting the software to work 100% functionally. I have experienced difficulties with microphone/webcam/camera working in multiple visits with clients. It could be a little more user friendly.

Pros

I love the screen share option for teletherapy counseling. This allows us to work together and helps clients understand concepts. I can also share videos and we can discuss which adds rich topics to our therapeutic work together. I also love the messaging feature and ability to call a client if they are not showing up it helps save time finding a chart and calling the client so we can connect as soon as possible. The ad-hoc feature has been helpful too if there have been errors connecting.

Cons

It glitches quite often even when both my internet and my client's internet has 4/5 bars for strength.

Pros

This software is very easy to use, navigate and explain to someone in training

Cons

I dont like the fact that if I need to correct a certain mistake - I can not. I have to contact administration, or get on a chat (that does not help) and search for someone to email. It would be nice to be able to correct my own mistakes. I am the only one at my clinic that uses Mend so it would be nice to be able to correct o my own.

Pros

Very easy to use, reliable, consistent, easy for patients to use

Cons

Occasional drop in connectivity but infrequent and easy to reconnect

Pros

The software allows central point for sessions and billing. It provides the ability to secure intake documentation and signatures for MTP's and TPR's. It also allows for easy billing. It allows clients/therapist to connect via cell phone, tablets, lap/desktops.

Cons

Software requires strong internet/WIFIconnection. It is easily interrupted by incoming texts and call.