In the first month of using the appointment reminders, our no show visits dropped over 50% and have remained consistent around 4.2% of total appointments. With the use of this system, we have also been able to increase our visits that get rescheduled and to know about our cancelled visits in enough time to refill the slot on our schedule with other patients needing to be seen. This efficiency helps to maximize the time our providers spend taking care of our patients and helps our patients get into the office sooner.
Pros
The Relatient service offerings have been valuable to our business and are user friendly for both the business and the customer. Our patients have expressed positive feedback with our adding these services. Relatient provides a highly qualified training and support staff who have been swift with results and answers any time we have a need. We especially enjoy that it interfaces with our EMR so there are no required reports to upload, but at the same time we still have the ability to sign into the Relatient site and do searches and download any informational reports that we might want to review. Another great feature is the ability to do special communications to our patients (for example if we have an emergency closing, we can very easily do a mass communication to all scheduled patients to let them know.)
Cons
We honestly do not have a dislike with any of the Relatient service offerings. They stay ahead of us so that they are offering things we need before we know we need it.
Thank you for the review! At Relatient, we appreciate hearing feedback from our customers.
Rating breakdown
Likelihood to recommend: 10/10
Relatient allows us to customize our appointment reminders by practice, in turn making our offices really feel in control of the messaging to their patients. Their development team has always been transparent with timelines and expectations, and are quick to resolve any issues that may arise. Additionally, the account managers are knowledgeable of their products, always willing to listen, and will involve any necessary parties (even the CEO) when expectations have to be adjusted.
Pros
The eRegistration platform that allows our patients to complete all necessary paperwork from a link in their appt reminders.
Cons
The lack of customization when it comes to recall messages, which is a large part of our patient engagement.
Thank you for your review. This feedback regarding has been forwarded to our Product Development team for further evaluation.
Rating breakdown
Likelihood to recommend: 10/10
Pros
Flexibility. Relatient is capable of "bobbing and weaving" to meet the needs of their customers. We've worked with other vendors, but no one matches Relatient's quality and service in the patient engagement space.
Cons
That we didn't use them sooner. Using Relatient out of the gate would have saved our organization many headaches.
Thank you for the review! At Relatient, we appreciate hearing feedback from our customers.
Rating breakdown
Likelihood to recommend: 10/10
Generally my experience with Relatient has been positive. Their customer support is normally very quick to resolve any issues. There have been a few issues at times with integrating with Modernizing Medicine when there have been software updates either by Relatient or Modernizing Medicine.(These have been very few though)
Pros
It is fairly easy to use.
I like that when someone confirms their appointment that the system automatically confirms the appointment in Modernizing Medicine.
I like the demand messaging - you are able to send messages to a group of people at the same time about office closures, appointment reschedules, recalls etc.
Cons
Initially it was frustrating that you couldn't mark that someone only wanted a text or a call to their cell phone. This has been since added. However, you cannot link an opt out email, call, text to a specific person/family member.
If someone requests to reschedule their appointment, and the appointment is rescheduled, it looks like that they still want to reschedule their new appointment.
Thank you for your review! The Appointment Flow process in your practice management system will allow you to track which appointments have been rescheduled. Our Support Team will be reaching out to provide additional information to optimize your Relatient solution.
Rating breakdown
Likelihood to recommend: 9/10
Pros
This software has the potential to be game-changing for a medical practice. We really enjoy having the opportunity to reach our patients for reminders without having to take time out of an already busy practice to sit and make phone calls/emails.
Cons
My only concern is with the "cancel" or "reschedule" option on the SMS and email reminders. It does NOT remove the patient from the Allscripts schedule and unless you go into the portal, you don't realize that a patient has opted for cancellation or rescheduling their appointment. I have asked to have those options removed from our reminders, but as of yet, it hasn't happened. If they can get that corrected, I'd give it 5+ stars.
Thank you for your review! There are several options for processing 'Cancel' and 'Reschedule' requests with Allscripts. Our Support Team will be reaching out to you discuss the details.
Rating breakdown
Likelihood to recommend: 8/10
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