Vital Interaction

Pros: Excellent onboarding of the service and fantastic customer service. VI is always willing to try something new and makes a great deal of effort to continue expanding the product offering without nickel and diming their customers.

Cons: There's nothing I don't like. Sometimes launches for new services are buggy, but they respond quickly and make every effort to remedy the problem.

Pros: Ease of use. Increasing our patient capture rate- decreasing no shows.Promptness and attentiveness of [sensitive content hidden] and his team

Cons: Vital has been great. Not really any cons to note at this time.

Pros: So far implementation has been very smooth thanks to the team at VI.

Cons: Some more flexibility on surveys, but overall very pleased.

Pros: We appreciate the ability to create campagins and send mass messages to select groups of individuals.

Cons: There has unfortunately been a struggle with the integration between VI and our EHR.

Pros: Ease of use, ability to group message and chat with patients

Cons: Some issues with online forms, not sure if it's an IT issue or pt. user issue

Pros: Vital Interaction is an extremely versatile platform. That being said it has the ability to consolidate a few individual platforms we use into one place. It is simple to navigate and is a web portal not an app. Having the ability to access anywhere is a big deal for those who wish to work from home or are just at a different workstation i our facility. Their customer service thus far has been wonderful with our integration going swimmingly.

Cons: The only thing I have found a nuisance would be the navigation bar switching between an open version with the text and a collapsed version with only icons.

Pros: Our favorite feature is their smart list engine. Vital Interaction helped us set up several smart lists to "reactivate" patients lost to follow up. We're brand new with them and already see a rapid increase in patient engagement.

Cons: So far, I can't think of anything that's missing.

Pros: The ease of use and the ability to customize the product to fit out needs

Cons: There is nothing I don't like about Vital Interactions. It is a wonderful product

Pros: It is very customizable, and user friendly. The customer service is prompt, friendly, and is able to triage and diagnose issues quickly.

Cons: Patients rarely complain about repetitive messaging, and/or "sending too much correspondence". This was an issue at one point, but has since improved.

Pros: Product is easy to use. Has a lot of features that are missing in other applications. Customer service is quick and timely and the implementation was easy, timely and on budget.

Cons: There are no specific cons in the product. I just believe the sales call missed an important feature to be discussed initially with the team. It was a pleasant surprise to find out later about the feature.

Pros: Its functionality, easy for staff to maneuver

Cons: I can't say there is anything at this point I would change.

Pros: the automation of messages was very handy, would have been nice if the info being sent was correct

Cons: support was heinous, they didn't know what was going on half the time, doesn't respond, and took weeks to solve issues (without updates too, just radio silence)

Pros: Since we only use the bulk messaging part of the product I can only comment on that one feature. The feature is very easy to use on a daily basis to send texts to many patients prior to turning past due balances over to collections as well as tracking down patients when we need corrected addresses

Cons: I can't say there is anything I least like

Pros: Ease of use, reporting capabilities and capture of potential revenue for forgotten appointment reminders.

Cons: Occasionally patients receive random text appointment reminders not associated with our practice.

Pros: Compared to other implementatioins this was fast and easy. Vital Interaction (VI) had a few questions and helped customize everything for my practice. There is a cadence of reminders that go out by a combination of phone, email and text based on timing and patient preference.

Cons: Patients receiving texts for the first time see a number they do not recognize and call our office to be sure it is legitimate.

Pros: I like that this software integrates with our current practice management program. Our office is able to function more efficiently because we are not spending time manually confirming appointments or sending recall cards. The reports are easy to read and understand and the support staff are very responsive and helpful.

Cons: The JotForm format, created for our new patient registration form can challenging to read sometimes, specifically the Patient Medical History and Family Medical History sections. I wish there was a column for the Patient's Medical History and one for Family Medical History,

Pros: What I like most is the SMS texting feature and the appointment cancellation option with all its features. These two features are what I use on a daily basis, and gives me the ability to add one more fail-safe to a patient’s appointment. When a patient uses the cancellation feature on the appointment reminder, sometimes a patient can accidently choose to cancel their appointment by mistake and not even realize it. I use the texting feature option to text the patient confirming we have cancelled their appointment. It gives them the chance to confirm, once and for all, that the patient wishes to cancel their appointment and to call us to reschedule or, they realize there has been a mistake and they call to sort things out. The ability for Vital Interactions to cancel a patient appointment as well as capture their reason in the texting feature, is also very helpful in confirming a patient has cancelled their appointment.

Cons: - At times the message reports do not match, and I have to go back and cross-match between the Facility Reports and Message logs.

Pros: Vital Interaction automated several processes for us. VI's appointment reminders, texting, and campaigns have completely upgraded the way we communicate with our patients.

Cons: Consistency in the way to search for patients throughout the platform. Sometimes it is through last names and something it is through first names. Also the ability to go to patient profiles via multiple dashboards.

Pros: Ease of use, messaging options, reporting features

Cons: All features are beneficial to our day to day. No complaints.

Pros: All of the messages that Vital sends out can be entirely customizable from the appointment reminders to recalls to bulk campaigns. This has been most useful for our practice.

Cons: Sometimes the software itself can be tricky to navigate for a newcomer. But the customer support at Vital is responsive and eager to help show us how to accomplish something or do it for us.

Pros: The initial integration went without a hitch. Ongoing Support is fantastic. The new feature adaption has been seamless. We are very impressed with the ROI

Cons: Waiting while the system re-sync when changes are made.

Pros: Ease of use. Integration with current processes. Improved efficiency. Client reminders are extremely helpful.

Cons: Our EHR vendor currently does not offer a good solution for a patient portal. So maybe some functionality typically associated with a portal. However, to be fair this was not our expectation when we purchased this service

Pros: The company's development and integration team is very open to adding features to best fit the customer's needs

Cons: There were some kinks in the beginning with how our account was set up which has impacted some features when we have new providers to load. The support team has always been there to help and fix the issue. Nothing against the software of course, probably due to the fact that customer admins have control to make changes without proper knowledge to do so.