Mend Reviews

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!

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.

It's easy to log into. It's good for reminding when the next meeting is or easy to schedule with. It's pretty straight forward with its format. I can use to just get into video calls quickly without having to navigate through the app to find the call.

I will say calls can drop pretty easily. It does not work well if the app is interrupted by an incoming call, you will have to log in and out. The voice function normally drops after being interrupted.

Thank you so much for the review! Some cell phone carriers are not able to support data and voice at the same time. This could be the problem if you can a voice call that is incoming. Please feel free to reach our world class customer service team within second using the Need Help? button anytime. We have tips, tricks, and new configurations to make sure your video stays connected, while maintaining privacy and security.

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

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.

Elliott, we appreciate your time to describe your experience with Mend. We have several options to improve connectivity. Some of the options are as follows: App, Appless, low resource mode, network, firewall, VPN testing, proactive monitoring, and more. We are also the only platform that tracks connectivity data. If you do ever experience an issue in a session, you can go into the Actions menu and review the connection details for the entire session. Lastly, we have a new dialer feature that allows you to connect an unlimited number of phone numbers. This is a fallback option if the patient is unable to connect to video. I'll have some reach out and correct this for you right away.

Courteous and Professionally handled signup and actual meeting with provider

The sign up process was rather tedious as far as the online interface is concerned

[sensitive content hidden] was very professional and kind and loving

None Please keep [sensitive content hidden] on board she is a Angle

Saved me from a rather long commute. And, was just like being in the office with the doctor.

Sitting in the waiting room. But, so happy to be able to do it in my kitchen nook.

The kindness and knowledge of [sensitive content hidden]. I received good and sound advice.

Maybe this is too short, would be nice to have a longer conversation.

Instant clear access to communication and smooth operation

Nothing negative to say about my experience

The knowledge of therapist and skill to help me deal with my issues

Nothing...really ky was easy to login and gwtstatrtdw.

It worked, like I could talk to the np okay

Bad connection at one point the call dropped, saw a dark screen

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.

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.

-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

-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.

Thank you for this great feedback. The portal login link within the app is being removed in the next release this month. We're happy to explore more robust integration options to keep the two systems in better synchronization. There are limitations on the EHR side that we are having to work around currently.

Once you learn the steps for entering a patient, scheduling, the system is fairly easy to use and is reliable, for the most part.

Some clients complain about being able to get on, especially if using their cell phone. Logging on difficulties and occasional difficulties in being able to stay on for an hour are common complaints. I do not like that the cell phone icon was recently moved into a different location, and if it is used to remind a client of their appointment, you can't use it again as it does not populate the phone number. You have to go back to find their phone number. I don't like that change, at all. While it is fairly easy to schedule appointments, multiple steps are needed, such as needing to enter the session length and the provider every time you schedule. If we schedule multiple appointments at a time, streamlining this process would help so that multiple clicks are not necessary.

Mend is very easy to use and it has an amazing customer service. I have ask questions and ask for the Mend team to help me and they have always been quick to respond and help me with whatever issue I might have.

I wish there was a way for the clients to be prompt to make their own payments, by inputting their credit or debit cards themselves and if the card is declined then they couldn't proceed to their appointment. However I understand that the Mend team works everyday to improved their software.

Thank you for the review, we really appreciate it. We can collect the payment during the appointment booking process. We will follow up to gather your feedback and discuss possible options. 2/14/19 - We talked to Linnette and we had the ability to solve the payment problem with our digital forms and come up with a much better workflow to solve the payment issue.

I like that the software lets people know when someone has started a session. I like that you can communicate through the system with messages if there are issues with the audio.

I don't like how complex it is to put clients into the calendar. It is very repetitive and monotonous.

Adam, let's set up an integration or we can bulk import patients into Mend. We also have simple one-page booking in the calendar view or instant virtual exam rooms that only need an email or mobile number to set an appointment. We have so many options available for you. I will have someone follow up. In terms of the alerts, we have a new user-friendly alert tool launching this month so you can control the alerts you receive. I hope this addresses your feedback, which we are so grateful for. When we have fully addressed your cons, please consider emailing reviews@capterra.com and increasing our ratings. Appreciate you!

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.

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.

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.

There isn't much I like about this product. It was there when I needed it to continue practice during the pandemic but now that I am familiar with it and other products, I do not like much about this software.

There always seems to be some issue with connection. The images are often blurry and I have had many issues with getting connected to sessions. The screen sharing feature does not seem to work. There are many unnecessary steps required to get things done. Tech support is not as helpful as I would like it to be.

This is Matt McBride, the CEO of Mend. There is usually a very simple fix and connectivity is priority #1 for Mend. Please contact me directly and we'll resolve this quickly for you. This is not a normal experience and we would like to understand it and get it corrected for you. We're passionate about the care that is delivered while using our platform and work relentlessly to be the best. My email is matt@mend.com. I will help you personally to ensure that the system works properly for you. Please feel free to contact me anytime with any feedback.

Easy to use, ability to see daily, weekly or monthly

When you are seeing a patient via the telemed feature, the audio is a poor quality and most of the time you cannot even hear the patient or they cannot hear us. Patient's state that they do nto get their text messages to be reminded of upcoming appointments

Thank you so much for the review!! This is Matt McBride, the CEO of Mend. There is usually a very simple fix and connectivity is priority #1 for Mend. Notifications should always arrive for your patients unless there is some issue we need to resolve. Notifications are critical to connecting patients and we monitor them closely. Please reach me directly. I'd love to learn more about your experience and resolve it quickly. We're passionate about the care that is delivered while using our platform and work relentlessly to try to be the best. My email is matt@mend.com. Please feel free to contact me anytime with any feedback.

I like the ease of scheduling and sending information to clients. I can see quickly who is having trouble attending appointments and integrating that with my own billing management.

Some of my clients still have some trouble understanding the software, and I've had to spend some time explaining it to them instead of being able to look it up themselves.

If you direct your patients to our Help button, we respond within 20 seconds and we can help your patients with their first use so you don't have to spend time on that. Also, if you're using our digital forms, why not have a training form to set expectations? You could inform them of policies, include FAQs, discuss any technology, etc. Thank you for the review!

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

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

Elizabeth, thank you for the feedback here. We have several options to improve connectivity. Some of the options are as follows: App, Appless, low resource mode, network, firewall, VPN testing, proactive monitoring, and more. We are also the only platform that tracks connectivity data. If you do ever experience an issue in a session, you can go into the Actions menu and review the connection details for the entire session. Lastly, we have a new dialer feature that allows you to connect an unlimited number of phone numbers. This is a fallback option if the patient is unable to connect to video. I'll have some reach out and correct this for you right away.

I like the new telehealth platform for viewing/seeing/meeting with clients I like the new virtual waiting room

The software is often slow, and takes several seconds to switch between screens (such as when rescheduling with patient while he/she is still online) As well during this interaction it is very hard to tell what is a block or what is an actual appt. Because my organization uses 2platfirms advanced MD and MEND, I often have to look between the 2 calendars which is time consuming. It would be nice if it were more seamless

Great feedback, appreciate it. Your implementation has a bi-directional interface. You can drop the appointment in Mend or AMD and it shows up in the other system in real-time. We'll follow up and address your concerns.

I enjoy being able to connect with other people from all over. It has a lot of features that make it easy to use.

Sometimes it is hard to connect to the video. or the quality of the video is not good.

Thank you so much for your review! We actually just met this week with someone from your organization as we have new configurations not being leveraged to improve video connectivity. Once implemented, we should see improvements. Video connectivity primarily involves Internet connection bandwidth. However, we're working very hard to maintain video connections even when bandwidth is poor. We also have audio fallback and in visit dialer that can be used as a fallback option. Thanks again for the review!!

I like that it has a secure login and it is fairly easy to access on your phone.

I don’t like that I can’t get calendar view on my smart phone to see my appointments and that it is difficult as a provider to block off time on the smart phone app vs computer version.

Excellent feedback. We are currently working with multiple users from your organization to better understand your scheduling needs. Your use case utilizes Mend as the master schedule. Most groups use their practice management system as the master schedule and send over appointments to Mend via an integration. Since your use case is not the norm for our customers, we have a little work to do to make things even easier. Even though this use case is not the norm, we want everyone on the platform to have an amazing experience and changes are coming for you within the next 1-2 months.

I like this platform. I am able to communicate with my clients and send them information. I would like to see an easier way to share my desktop for doing worksheets and activities and also see myself during the session. The method to upload information is easy as well.

I think it would be helpful to see if the client has another appointment coming up and being able to see that on the homepage would help so I don't create a conflicting appointment.

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.

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

Thank you for the feedback. Some wireless carriers do not allow phone calls and data to run simultaneously. We also just released new video changes that allow for better connections on lower cellular connections.