Mend Pricing, Features, Reviews & Alternatives

Pros
We are able to add surveys for our patients to take which has been tremendously helpful in our assessment process. Getting the scores for the surveys is also tremendously easy.

Cons
I don't have anything negative to say.

Rating breakdown

Likelihood to recommend: 10/10

Pros
Mend is easy for our patients to access, and the Instant Virtual Exam Room function makes it so simple to get a visit link to our patients or their caregivers. In just the few months that we've been using the software, Mend has pushed out several helpful enhancements, like connectivity logging, so we can easily see whether connection issues are on a patient side or our side, and improved Group Visit functionality. Their live chat support model has been fantastic!

Cons
There are a few things we wish were customizable to our organization, that aren't, like the content of certain messages that patients receive, and some demographic fields. We wish it was easier to invite third parties to a video visit further in advance of the visit.

Rating breakdown

Likelihood to recommend: 9/10

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.

Rating breakdown

Likelihood to recommend: 5/10

Pros
End-user experience is great, first level customer support is also wonderful. Meets many of our basic needs and offers a lot more flexibility than other products we've used (of same type). Mend tech team wonderful at making changes as we request them and finding solutions for alternate workflows. Great implementation process.

Cons
Major healthcare compliance concerns and as an organization, we've had to do much of the groundwork to both identify and push to resolve, including educate vendor on why it was a concern. We discovered very serious flaws in patient consent process that indicate Mend does not actually meet multiple federal standards (HIPAA, CMS Regs, and UETA, E-Sign Act) in this area, despite their contract and all business materials clearly stating they do. We brought this to their attention immediately (Feb 2020) and have had a very frustrating path to resolution and are not entirely sure it's resolved still (Sept 2020). Multiple attempts to get, in writing, explanation of issue and resolution (to support our organization as we are liable for this issue in any audit) with no response at all. Very poor communication re: resolving and not much accountability. In addition, reporting functionality is lacking. Only very basic reports can be obtained.

Rating breakdown

Likelihood to recommend: 4/10

Pros
Once the video gets going, it is super streamlined. The user interface is fairly intuitive and I like how the appointment you're supposed to be in is lit up in a different color, and that it gives you multiple options on whether to start the video visit or to wait in a waiting room to be notified.

Cons
Often times logging in to get the browser open or verifying the provider gets tricky, but it seems like the process has been streamlined even compared to a few months ago since it seems to recognize the user easily now.

Rating breakdown

Likelihood to recommend: 7/10