Who Uses This Software?

Private practices, health systems, payers, pharmacies, and pharmaceutical companies.


Average Ratings

45 Reviews
  • 4.5 / 5
    Overall
  • 4.5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • Deployment
    Cloud, SaaS, Web
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Mend VIP
  • www.mendfamily.com/
  • Founded 2014
  • United States

About Mend

Paperless Automation | Telemedicine | Engagement | Satisfaction - Mend is a healthcare communications platform. Mend can connect to patients anytime, anywhere, and with any device through messaging, video, or forms. Mend can send or collect any information from a patient or a third party related to a patient's case. Mend is the absolute easiest, fully integrated technology to engage your patients.


Mend Features

  • Audience Targeting
  • Campaign Management
  • Marketing Automation
  • Medical History Records
  • Patient Communications
  • Patient Management
  • Physician Management
  • Predictive Analytics
  • Claims Management
  • E-Prescribing
  • EMR / EHR
  • HIPAA Compliant
  • Insurance Eligibility Verification
  • Inventory Management
  • Multi-Office
  • Multi-Physician
  • Patient Billing
  • Patient Portal
  • Patient Records
  • Patient Registration
  • Patient Scheduling
  • Physician Scheduling
  • Appointment Reminders
  • Appointment Scheduling
  • Assessment & Treatment Plans
  • Billing & Invoicing
  • Claims Management
  • E-Prescribing
  • EDI
  • EMR / EHR
  • HIPAA Compliant
  • Inpatient / Residential
  • Multi-Provider Practice
  • Patient Portal
  • Personnel Management
  • Progress Notes
  • Single Provider Practice
  • Appointment Confirmations
  • Appointment Scheduling
  • Bill Payment
  • Care Plans
  • Care Summaries
  • EHR-Agnostic
  • Health Record Access
  • Intake Forms
  • Lab Results
  • Prescription Renewals
  • Secure Messaging
  • Video Consultations
  • Appointment Reminders
  • Appointment Scheduling
  • Chat / Messaging
  • E-Prescribing
  • For Telepsychiatry
  • HIPAA Compliant
  • Multi-Provider Practice
  • Patient Queue Management
  • Practice Management
  • Video Conferencing

Mend Reviews Recently Reviewed!

GREAT OVERALL EXPERIENCE!

Sep 18, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Vendor Response

by Mend VIP on September 19, 2017

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

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

Sep 15, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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!

Overall: Convenient and very helpful staff! Amanda and Matt have been really supportive!

Vendor Response

by Mend VIP on September 18, 2017

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

Poor

Sep 12, 2017
2/5
Overall
2 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 2.0/10 Not
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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.

Overall: Work from home

Vendor Response

by Mend VIP on September 12, 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.

Overall Mend has been a great addition to our office.

Sep 11, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: ability to see more patients

Vendor Response

by Mend VIP on September 12, 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.

Easy to use

Sep 11, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Value for Money

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

Love it! Very convenient!

Sep 06, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

We are very satisfied with this product so far.

Sep 05, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: We anticipate a reduction in our no-show rate.

Seeing patents virtually with Mend makes both of us happy.

Sep 05, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: Easier appointments and more flexibility

Vendor Response

by Mend VIP on September 06, 2017

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

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

Sep 04, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Overall: 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.

Vendor Response

by Mend VIP on September 05, 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.

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

Sep 04, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Vendor Response

by Mend VIP on September 05, 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.

Its easy and reliable.

Sep 04, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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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.

Overall: Easy to set up and I can get client s from all around the state, not just in my area.

Vendor Response

by Mend VIP on September 05, 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.

easy for physician side,

Sep 04, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: ability to visits when out of the office, evening and weekends. It adds availability to my practice

My experience with Mend has been great!

Sep 04, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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.

Overall: 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!

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

Sep 04, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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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.

Vendor Response

by Mend VIP on September 05, 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.

Dissatisfied

Sep 03, 2017
2/5
Overall
3 / 5
Ease of Use
1 / 5
Features & Functionality
5 / 5
Customer Support
2 / 5
Value for Money

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.

Overall: N/A

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

Sep 01, 2017
4/5
Overall
3 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money

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

Nice program that will help eligible clients

Sep 01, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very easy to navigate and maintain contact with provider and client. Clients who qualify will be able to have their appointments in the convenience of their home

Mend works very well for our Telehealth. I have experienced not problems with it.

Aug 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
1 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Program is very easy to use. It boots up quickly and to date I have had no problems with it logging off or kicking me out.

Overall: It allows us to provide our patients access to psychiatry. In this area, waits to see a psychiatrist can be three months or more. This resolves this issue.

We loveeeee Mend! The support reps are great and very knowledgeable

Aug 30, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: So far I like the fact that is almost self explanatory; it's user friendly. It is very easy to teach others because of the ease of use.

Overall: I love the fact that we can not only use if for telehealth, but to send documents securely to patients and third parties. I really love that feature because we so often have patients that can't get to our office to bring paper work or forms we need. The best part is that is HIPAA compliant!

Excellence

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: My doctor is at my finger tips, my patients can schedule on weekends. Forms are so much easier to workwith.

Cons: Alerts could be a bit more better. Texting multi phones or email. Nothing else all is awesome!!!!!!!

Excellent support from the Mend team

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use, fairly easy for patients to register. Convenient. Allows our office to get paid for things we're already doing.

Cons: At this point I don't have any complaints but do wish it could be a more streamlined process to enter the encounter into our EMR (Athena)

Overall: Our office gets reimbursed for things that we were previously doing for free.

Vendor Response

by Mend VIP on August 30, 2017

With an integration we can move the data into the EMR/PM seamlessly.

I have had minimal use with Mend, with exception of training.

Aug 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The software is user-friendly and easy to navigate, making the Intake, Exam & Checkout process seamless.

Cons: The icons used could be more representative of the mode used- telecommunication and virtual patient visits.

Overall: Ease of use and navigation to help make virtual patient visits simple and easier to integrate into daily schedule.

Vendor Response

by Mend VIP on August 30, 2017

Integrating the schedule with the Practice Management system is an option to make that process easier.

Easy to use

Aug 29, 2017
2/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: Ease from laptop to cell phone which allows continuity with the session.
App utilizes less space than most apps

Cons: Stops timing where switching from devices.
Sensitive to weather or building structure.
Echoes which delays sessions.

Vendor Response

by Mend VIP on August 30, 2017

Weather and building structure affect cellular data, which is not preferred. Echo is also a result of poor Internet. The Mend test can predict the call quality in advance. Call quality is determined by Internet quality.

Our providers love it!

Aug 29, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The program does everything we need it to do and more. Our staff love the ease of scheduling and cancelling appointments and the potential use of the features.

Vendor Response

by Mend VIP on August 30, 2017

Our Customer Support is instant via the Help button of toll free phone number if you ever need to use it.

Our doctor, staff and patients love the convenience of virtual visits.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This software is very user friendly for the medical practice staff and the patient. The application of using it on any device such as a laptop, ipad or cell phone makes is very accessible for everyone. Our doctor can use this not only at the convenience of his office, but the hospital or at home.

Cons: Maybe a reminder to the patient that doesn't show up, that they have missed their appointment and to call the office to reschedule.

Overall: More patients are scheduling appointments.

Very good so far. Some technical issues but support is very responsive and pleasant.

Aug 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use. Easy to bill. The customer support is very good,. The customers find it easy to use.

Cons: Some technical issues and echoing. There are times that the picture is lost or sound is lost. The video can be grainy.

Vendor Response

by Mend VIP on August 30, 2017

The video quality comes down to the Internet connection quality and the Internet equipment. Our test can predict, in advance, the quality you will encounter during the call. Also, if other background applications are simultaneously using the Internet, it can affect video performance as well.

Great first experience with telemedicine through Mend --wish I could interest more patients.

Aug 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money

Pros: It's great that I can use it on computer, tablet and/or iphone. I've used all different modalities and usually find iphone or tablet works great though I do need the computer for complete functionality. The experience is the closest to a life-like face to face call -- there's no time delay and the image is quite stable for the most part. If I use my iphone my patients tell me they see me looking directly at them. I love the fact that when my patients travel or when there are snow days I can still "see" them.

Cons: I wish the experience at my end felt as life-like--meaning, since I'm doing psychotherapy I often feel I don't get to make actual eye contact with my patients -- as if they're either looking slightly downwards (at my image on the screen which is off the camera angle or on the smaller image of themselves.) If I could look directly in their eyes as I would in person and they could look back while both of us looking exactly at each other on screen it would be a much more immediately personal experience. I also don't like the fact that any incoming call disrupts the conversation...

Literally took me about 5 minutes to set up myself and 2 children.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use! Website design is professional looking. Ability to do telemed and billing of credit cards online.

Mend has been a huge help to us.

Aug 29, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I love that I can fill out documents in seconds, rather than minutes. The forms are returned quickly to me when finished by other signers. It is very clear to see what has been sent out, what is waiting to be completed, and what I can review.

Cons: Some patients complain that it is difficult to understand what their role is on the form. I don't like that the format that the documents print in.

Overall: My paper work processing time has been cut down by hours a day. I am able to keep better track of my patient documents as well as what is processing.

Vendor Response

by Mend VIP on August 30, 2017

We will fix both of the feedback issues identified.

Easy but poor quality

Aug 29, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: I like how easy it is to use, to make appointments, to start sessions. The customer support technicians are friendly and professional.

Cons: There is usually poor quality when clients at being seen even when they are connected to wifi. Even after contacting tech support there are not a lot of solutions being provided.

I've used mend a few times for the practice that I work for. It has been easy to navigate.

Aug 29, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that the software is easy to use and navigate. Also, our patient's like the convenience that it brings to them.

Overall: Convenience for my patients.

It was great to receive immediate assistance when needed thru "Chat."

Aug 29, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The "Help" is such a great option, specially when late at night and office is close or during the weekend hours.

Cons: Wish that when the user get stuck...will be pop ups as to what to do next...or what is the user doing wrong, in order to avoid it.

Overall: The convenience of the hours of when could be utilized.

Vendor Response

by Mend VIP on August 30, 2017

Great suggestion here and is actually in the plan to be released in September and October.

Superior to other services

Aug 29, 2017
4/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Ability to self schedule, ability to communicate with patients via text and email, ability to adjust schedule with very little notice.

Cons: The inability to open schedule for a day of the week from week to week. The way it is set up now if I want to work a Saturday, I have to make myself available every Saturday not just one here or there.

Vendor Response

by Mend VIP on August 30, 2017

There is an option to schedule specific days for providers within the current schedule setup. We will make this easier and improve our training.

Very positive. Customer support is awesome

Aug 29, 2017
4/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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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.

Vendor Response

by Mend VIP on August 30, 2017

Mend works on any device - desktop, laptop, tablet, mobile and every platform - Windows, Android, Apple, and any other device with an Internet connection. Video works on any device as well that has Chrome, Firefox, IE, Android, or iOS covering 98-99% of the market. Microsoft and Apple are committed to supporting video as well in Edge and Safari.

The program is very user friendly and extremely easy to navigate through.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Very easy executing tasks, automatic reminders sent to patients and sessions never time out. Customer Support is always available to troubleshoot any problems or issues that occur.

Cons: The only thing that I could say that I like least about the software is that it wasn't available sooner.

Mend is a very user friendly software that provides secure telehealth options.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: We use the software on a weekly basis and it has been very effective. We love that the visits are time managed and that the video quality is good. We have had no issues with logging on or connecting in the 8 months of using the software.

Cons: The access code entry is not a feature that our facility needs as we have a secure location to provide service.

Overall: Increased ability for provider visits from a far.

Vendor Response

by Mend VIP on August 30, 2017

Remote kiosk is an option that is available to eliminate the need for an access code, but still be HIPAA compliant.

My experiences its a little bit hard because all change required time to time to things better.

Aug 29, 2017
3/5
Overall
3 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Tele-comunication with client by camera, the HELP icon help us to fix problems, have a good organization, have the instruction clearly. The way that we submit the information and send the client to sing the privacy, no show and other document, For me Mend its a really good tool to do the therapist and they always be alert and answer all questions the we need to clarify and they provide information about the step to to the signatures and all that we need.

Cons: The voice have to improve, sometimes the client cannot listen well, or the client cannot hear me or have echo. I always verify how its everything in my computer and the systems give me a messages I don't have problem with audio and camera. When I enter to the therapy session I saw the client not clear, the client back and forward. I always recommended the client to do the test 15 minutes before the therapy to avoid any problems.

Knowledgeable and professional staff! Mend had been such a blessing to our Clinic!

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Access to Secure email and it allows our providers to have a visit with our patients from another location.

Cons: We have to involve the front desk to modify the schedule frequently, as patients reschedule or cancel. This is so the session can be started.

Overall: Better patient care and follow up because of the ease of appts when the provider is not on site

good platform, available support

Aug 29, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money

Pros: I like that there is a 24/7 support staff. I always have access to email and they are prompt to reply.

Cons: not able to have say in options -- adding POI form, changing rates for patients; hard to read assessment -- lots of clicks, hard to make screen smaller to have EHR on it (unable to download always on top as was recommended),

Vendor Response

by Mend VIP on August 30, 2017

We take any feedback seriously and it is logged, reviewed, and prioritized weekly by our CEO. We want the system to be easy for everyone. You absolutely have a say. Feel free to relay any feedback, good or bad, via the Help or phone number.

The platform is user friendly as well as user intuitive. The provider to patient connection isgreat

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The ease of use for both patient and provider. Connecting with the provider is far less difficult than past platforms. No password being required in order to login for your appointment has been such a plus. The fact that the platform still works with lower bandwidth is also a plus.

Cons: Providers having to duplicate appts as well as patient notes has been a small pain point, but this can be corrected by integrating with the practice's EHR/EMR platform.

Mend is a valuable asset to both our clinicians and clients.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use! Both our clinicians and our clients report the software is user friendly. The mobile app is great for clients who do not have access to a traditional computer.

Cons: Occasionally, our clinicians and/or clients experience connection issues. However, customer support representatives have always been readily accessible and helpful in resolving any issues.

I love it. Easy to setup.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I like that the patient can download the app and I love the appointment reminders. The patient can be anywhere.

Cons: We had a few firewall issues. But got it all worked out. Everything else is pretty much workable. No other issues.

Overall: Easy for us to see patients.

Professional, quick, easy

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. Easy to navigate the system. It's user friendly. Easy to teach to the staff. It's very helpful for scheduling patient's.

Cons: There is a lag in phone and video connection. At times it is hard to get the patient to realize where the code is that they need to enter. That's not a software problem.

Overall: It's easy for scheduling patients. The software is easy to navigate through. User friendly.

Vendor Response

by Mend VIP on August 30, 2017

The quality of the Internet determines the quality of the video. The Mend video test can predict call quality in advance of a session when utilized.

Very intuitive system, easy to use.

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I LOVE the live chat option for customer service, rather than having to email or call an automated phone number.

Cons: I do not like that it is not automatically synced to my EHR system so that everything has to be duplicated manually.

Overall: After a quick 45 minute online training, I was able to begin using successfully almost immediately with very few questions.

Vendor Response

by Mend VIP on August 30, 2017

We can absolutely sync and integrate with any EHR or PM system.

excellent high quality and very convenient

Aug 29, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: easy to schedule and register patients, and the 'help' option is great and very responsive for when i get stuck while registering someone.

Cons: sometimes tricky to view a provider's schedule without going through many steps, but the help option is very useful in those situations.

Vendor Response

by Mend VIP on August 30, 2017

The calendar view on the Dashboard is being revamped in September to make it much easier to see a single provider or many providers schedules at one time to help manage provider utilization. You'll also be able to book directly from this calendar view on the desktop eliminating several clicks.