Solutionreach

It has been a great value to our practice.

Vantagens:

It sync with our EHR every 2 hours to scan for changes. It has mostly eliminated the need for phone calls by our staff to confirm appointments.

Desvantagens:

The sync software needs to be running constantly on a computer that we never turn off. It took quite a bit of customization for it to do what we needed it to.

Very happy with SR

Comentários: Very pleased. We switched from Weave and have had no issues.

Vantagens:

The SMS is by far the best and most efficient way to communicate with our patients. It's been extremely helpful in reminding, confirming, rescheduling appointments. Our no show rate has decreased drastically.

Desvantagens:

Honestly I have no encountered any problems thus far. The software has been a huge improvement to our office.

Non existent customer service

Comentários: Before I go on please see "cons" section to give an insight in to what we have been dealing with.
In the beginning, Solutionreach seemed great. They promised they would integrate with our PMS, and with the exception of a few stragglers I would find not in the system it seemed to be working. This quickly changed with the non existent and down right unsympathetic "custom support team". Again, refer to "cons".
There has ALWAYS been an issue with the sync uploads but it started getting really really bad in November 2020. For the month of November I would have to reach out at least once a week to try to get someone to get our sync back on track, I would be on hold for ages and it would get fixed and then the next week, back at it again.
I reached out via email to the support team on: 11/06/20, 11/16/20, 11/30/20, 12/03/20 and 12/10/20 with my manager calling in between to find out why our sync module was STILL NOT WORKING and to demand a refund. It is now 01/07/21 and they have not ran a sync since 12/10/20 nor responded to my request for an update which I sent on 01/04/2021. Our patients continue to get out of date reminders or no reminders at all (if they've scheduled since the last sync.) Our no show rate is climbing because of it and I'm left apologizing and explaining to our patients that unfortunately the system that should be helping us all is quite severely BROKEN. We fully intend to cut ties with this company and take our business elsewhere.

Vantagens:

The two way texting with patients and capability for patients to text photos. I also love the "huddle" feature in conversations that allows you to create private or public groups amongst staff and message each other.

Desvantagens:

The deception that after our on boarding specialist got us, well, boarded that we would continue to have a customer service rep. available for us should we run in to any issues with the program itself or questions we might have regarding customization and further training. Thankfully I am a VERY quick learner and I was able to learn the system and it's functions fairly independently as I am the manager of communications as well as "trainer" for this program as well within my office. *non existent syncs *constant lies that someone will reach back out to us with updates regarding anything we have corresponded with them about *absolutely ZERO follow through from "case managers", support technicians or management regarding any issues. *30 minute minimum hold times when calling and days go by after emailing before anyone responds, if they ever do. *not enough room to customize the pre-set templates in the system for our reminders and appointment types (email & text) *promised 4 syncs a day (which is NOT enough for a practice that sees over 200 patients daily) yet we only end up getting maybe 1 or 2 a day so patient's are still receiving reminder information that is out of date, even hours after canceling or rescheduling their appts. *blocking reminders so patient's don't receive out of date reminders because of the undependable sync, yet the blocks are somehow taken off and the patients get reminders for things they aren't supposed to anymore.

Patient Reminder Software

Comentários: Overall a pretty good experience.

Vantagens:

Solutionreach can do quite a bit and it's great that they're always innovating and trying to add more value to their customers. The customer service was also pretty good.

Desvantagens:

Altough it's a great tool, it can be a little expensive. Especially if you have a tool like Dentrix. There's already a capability in Dentrix to send out reminders to patients. However, with that being said, you can obviously do a lot more in Solutionreach than you can in Dentrix

Overall Solution Reach is a great product that offers many attributes to a practice.

Vantagens:

We love the communication options it offers our practice and our patients. Solution Reach allows us to easily confirm and adjust appointments for our patients to each person's specific needs, whether it's through phone, text, or email.

Desvantagens:

The one downfall of Solution Reach is the lack of ability in modifying the smart reviews. It's a generic message that cannot be personalized to each practices individual needs.