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Pros
I valued that the OnCall Health platform was simple and user friendly. If you are looking for a great and basic platform for services - it's splendid.
Love that it has real person support when needed. Overall quality is very good when both ends of the call has good wifi.
Seamless integration and flexibility that accommodated our specific needs made this a pleasure to implement. I really like this company and their team.
I love the OnCall Platform. It put my clients at ease knowing that it is secure and reliable.
Cons
However, within the platform there is no such notification, leaving me with the mistaken impression I have delivered the link to the client.
Clients find it difficult to get a hold of support and I have a couple of counsellors to add to platform with no idea how to do that.
This is mostly internet related but sometimes the calls do not connect or they drop. This is really difficult when doing therapy.
Almost every video call I tried either failed or had major problems.
Most Recent Video User Review for OnCall Health
SEE ALL VIDEO REVIEWSSimple but a few things to mention
Renata Z.
Showing Most Helpful
Showing 25 of 128 reviews
"Highly Recommend oncallhealth.ca"
Overall: 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
"Review"
Overall: 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.
Vendor Response
"city use only"
Overall: 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.
Vendor Response
"Incredible customer service"
Overall: I researched quite a bit and compared practice management programs while starting up my private practice. OnCall Health was my top choice for its professionalism, security (servers based in Canada, using Stripe for payments), features, and outstanding customer service. From first contact, I had the opportunity to talk to an actual person about package options, pricing, and user functions. OnCall team members guided me through how to use each feature and helped me figure out what would be the best features based on my needs. Since signing up as a customer, I have been connected with a rep to help me with any and all questions (and I have had a LOT as a new sole proprietor!). OnCall Health is ahead of the curve for its customer service and human contact. I don't feel like "just" a user: I feel like a valued customer. Thank you, OnCall Health!
Pros: The customer service makes using the software a user friendly experience. It takes a bit of getting used to, but it's easy to use pretty quickly. In addition, I love the security features (Canadian servers) and that it uses Stripe to process payments.
Cons: It's pricier than other programs, but it has a unique, integrated and secure online/video counselling feature. I don't use that currently but if I do in the future, I know it may be extra cost.
Vendor Response
"Full suite PHIPA compliant platform"
Overall: I started using OnCall for the online video capability but soon saw it's potential to support many other administrative purposes. Having a booking button on my website, using forms for intake, makes it easy for those looking for service to become clients. I've found the customer service with OnCall has been the best! It's a main reason, I'm reluctant to explore other options.
Pros: Everything is in one place, OnCall is a full client management system integrated with online video platform. Booking (in-person, phone and online clients), cancellations, forms, payment, notes and online video use in one platform streamlines private practice needs.
Cons: In group sessions I wish there was a way to hide email addresses from other participants.
Vendor Response
"Good product"
Overall: Generally good. Customer service is good although I haven't had contact with them for a while.
Pros: I like a secure option to offer my clients when they are unable to come in person.
Cons: Sometimes, clients have difficulty accessing it from their end even when I've sent the link. In the past, when I toggle from the video to access something else, I could not return to the video. I don't like the limit of 10 for recurring appts. Would like to be able to set that myself.
Vendor Response
"Review"
Overall: I have found oncall to meet my businesses needs fairly well. I am most often met with help on the other end of the line.
Pros: It has most of the features I require (Messaging, video, booking and invoicing). It is fairly easy to use for both me and my clients.
Cons: I would like to be able to book in person sessions rather than just video or telephone. I would also like to be able to book messaging appointments the same way so thgat it blocked my schedule. I would also like to be able to do my electronic charting on this system. That would be the ideal.
Vendor Response
"Helpful for a small practice"
Overall: Keeping our clients' information/ communication private is of top priority to us. Oncall is PHIPA AND HIPAA compliant, is a Canadian company that has its servers within Canada, which was a big selling point for me.
Pros: I love the ease of set up and use. The video quality is great - especially when both users have good connections. I also love that the program sends reminders to clients, eliminating no-shows. I tried the online note-taking and scheduling. It was fairly easy to set up (with a little coaching - thank you!) however, my preference is to use pen and paper. Tech support is wonderful. I haven't had many issues, but any that have come up have been dealt with immediately and met with expertise and kind professionalism.
Cons: I'm not too tech savvy, so my preference is to use pen and paper where is comes to scheduling and note taking, therefore I have really only used the video option. The video has from time to time cut out, however the support team made some changes that have (so far) solved the issue.
Vendor Response
"Solid platform, amazing customer service!"
Overall: This platform saves me time and keeps my clients' information secure in many ways: dedicated, secure servers, Canadian, cloud (heaven forbid if there's a fire in my office and paper files are destroyed)... And like I said, great customer service.
Pros: Oncall Health has been a lifesaver for my private practice. It gives me back precious time from having to create templates and save separate files, to using their simple to use platform to do notes, process payments, and keep track of appointments. The customer service is bar none! They offer so much support and very quick to respond to any and all questions or concerns. I'm very happy.
Cons: The platform is a little clunky on mobile and sends out a lot it emails (confirmations, receipts, etc) to clients. I don't see that as a con myself, but some clients think it's a bit much. Others find it super helpful. Personally, I wish the calendar was more interactive (its functionality is limited compared to say, Google calendar) but this is a minor aspect for me.
Vendor Response
"Great Platform"
Overall: Great platform....great service. The team at OnCall is always there to help.
Pros: I love the OnCall Platform. It put my clients at ease knowing that it is secure and reliable.
Cons: I am only interested in the video conferencing component of the platform but have to pay for all the other services availble....
Vendor Response
"Integral part of our practice"
Overall: On-Call Health has enabled my practice to be accessible to clients who reside in remote communities, travel frequently, or have other restrictions which make in office attendance difficult. It has allowed me to specialize and focus my practice on select populations/issues. On-Call staff have always been helpful and attentive to the few problems we have experienced in the past. Overall, the platform allows us to focus on therapy as opposed to the supportive technology. In remote communities, it enables us to provide psychological services in a private, time flexible way, removing the dreaded "walk to the clinic on the psychologist's day here".
Pros: Secure, simple to use for both office and clients, stable with little external hardware demands. Client's rarely report trouble with set-up and are able to get support when needed.
Cons: At times video and /or audio can become distorted (although I have noticed this has not occurred over last few months). This typically occurs when clients are in areas of very poor connection services.
Vendor Response
"Trying to resign"
Overall: Better 2.5 years ago when I started and could talk with a representative. Now I can't reach anyone or get responses to email. I can't get a customer service person even to resign, so I may have to block the automatic withdrawal. I used to have an account manager but they have left the company. Now I have to talk to a bot or a representative by text that when they can't answer the question, they say they will get back to me, but then don't.
Pros: Scheduling is easy. Clients like the reminders.
Cons: Many complaints from clients about ease of use, especially getting started. On-line support not readily available.
Vendor Response
"Simplicity is key"
Overall: Fantastic!
Pros: The platform is simple and it works. The best feature of On-Call is the implementation team who listen and as much as possible, implement what we need.
Cons: For our particular purpose, we chose to deselect some of the options in order to keep client communication as simple and effective as possible.
Vendor Response
"Local, HIPPA compliant, expensive "
Overall: Great for my first year in business but looking for more cost effective ways moving forward
Pros: Happy servers are local and emails are answered quickly. Lots of add ons in one place.
Cons: I do enjoy the software, have had issues with clients being unable to get answers for trouble shooting issues. Instant messaging delays, intake forms Are no longer being delivered to clients automatically as expected. The amount taken off via stripe is not worth it. Easier to by pass stripe and use e transfers. Set up was not as easy as hoped.
Vendor Response
"Screen size and resolution; Connection"
Pros: end to end encryption, but other software has that too.
Cons: The screen is not adjustable in term of size. It is hard to use the software, as I need to open up other documents as I work with my clients. Please update your software, so that the resolution can be better. I have already followed the instruction on OnCall's website to adjust the resolution - but it does not make a difference at all. Very strong difference compare to other software - like Team or Zoom. CONNECTION - quite often there is a drop in the connection . Most of the time it is not my internet connection, and not my clients' internet either. It was not convenient at all and interrupted the sessions. Not a good experience for me or my clients when that happen.
Vendor Response
"On Call Review"
Pros: I was impressed with the ease of use of the software, as I am not a particularly skilled technical professional. The support and training provided through the company was excellent, they are patient and easy to connect with through phone calls or email for support calls.
Cons: Although the use of video counselling is a part of the pricing, as a new practitioner it was difficult to justify a higher monthly expense before knowing if video counselling would be a large part of my new business.
Vendor Response
"OnCall Health"
Overall:
Pros: I like the fact that it's a secure Canadian online platform. I also like the new roster feature which I find very easy to use. I also like the customer support. I have found them to be extremely responsive and attentive when I've run into any difficulties.
Cons: I find the picture quality not as good as other online platforms. Also at times I have had some issues with clients being able to use OnCall and have had to switch to another platform for that client. Generally it works well.
Vendor Response
"Easy to use platform and a collaborative and caring support team"
Overall: Great! OnCall has a reliable and responsive team who genuinely care about their user experience.
Pros: I like how simple and intuitive it is for health providers and clients to use. Great new updates are being added based on our requests for features we'd like to implement and from the innovative thinkers at OnCall.
Cons: None at this time. My questions were quickly answered by their team and they continue to find solutions for areas where further support is needed.
"Great start for online practice"
Overall: Having oncall health offers a different choice to clients and abilities to be more flexible for supervision.
Pros: Easy to use platform, like the option of uploading documents, messaging and video all in one.
Cons: It cuts out alot and at times, video does not work.
Vendor Response
"Great for tele-mental health"
Pros: What I like most about the software is that it offers the capability of facilitating clients by video, increasing accessibility of service. I also like the fact that it adheres to PHIPA & PIPEDA, and it's a Canadian company.
Cons: The cost for what it provides is a bit prohibitive.
Vendor Response
"user friendly and secure"
Overall: overall, everything has gone well, easy to use for most
Pros: that it is a secure way to do videoconferencing with patients
Cons: sometimes the patients have difficulty downloading the app; they "prefer Zoom" etc.
Vendor Response
"Recommending OnCall"
Pros: What I like best about OnCall is knowing I'm using a platform that's secure and private.
Cons: There's a few extra "bells and whistles" which I don't find are necessary. Occasionally client's have trouble connecting to the video call.
Vendor Response
"good program "
Overall: allows us to reach all of Alberta and the Yukon in providing consultation and counselling
Pros: we have reviewed numerous platforms and we have chosen to go with oncall for our practice. it is easy to use and confidential. it's now just one click and go
Cons: not necessarily a software issue but if the wifi on the other side user is bad, sound and video sometimes gets glitchy
Vendor Response
"Good Quality Video "
Overall: Overall no real issues
Pros: My clients enjoy the apt reminders and video easy to use
Cons: Basic package is pricey. Additional features cost extra.
Vendor Response
"Excellent product"
Overall: Excellent support and service from day 1
Pros: Allows us to conduct assessments with clients virtually and securely
Cons: learning curve as this was our first attempt to set up virtual assessments