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Topic starter
Good morning,
We are in the process of exploring integrated Telemedicine platforms with Centricity. We are a CEMR customer and are leaning towards ezTelemedicine from MOT. Their telemedicine platform hasn't been around as long as their portal, but it appears to be feature rich and offer a lot of patient self-serve, pre-registration functionality.
My question to the CHUG community: Do you have personal experience with this vendor with either the portal or telemed solution? If so, what have your experiences been regarding the product quality, product support, and responsiveness of the vendor?
I appreciate the feedback.
Posted : July 15, 2020 3:54 am
Don't do it. We also chose it for the robust features. However, connectivity was terrible. We constantly had problems with either the provider not being able to see the patient, hear the patient, or the patient not being able to see or hear the provider. Or we just had poor video or sound quality if it did work. It didn't work more than it did work. Plus we were not told about the text messaging fees for telemedicine reminders and sending the link. We were running doxy simultaneously because we couldn't get EZ to work. Same computer, same internet connect - but no problems. It was definitely the product. We had the EZ product for just over a month before we dropped it and stayed with doxy. Doxy isn't integrated and doesn't have special features. However the special features don't mean much if you can't do the basics. It was a huge headache for us, and I don't miss it.
Posted : July 15, 2020 4:55 am
Topic starter
Thank you for your feedback and it's disappointing to hear that the experience was so bad. Was MOT responsive to your feedback? Did they do anything to try to improve the experience?
Posted : July 15, 2020 5:02 am
I think it was closer to two months, now that I think about it. We started in late March when COVID was hitting, but throughout April and most of May we tried to work with support. I'm not sure what was ever done with the issues we logged as we never got any resolution. We were told they were looking at the issues, but nothing ever happened to fix them. We couldn't continue paying for two products. We really wanted the EZ Access product to work. We love their patient portal. I just don't believe the technology for the telemedicine product is where it needed to be. We had too many visits where we had to bill for a phone call instead of a telemedicine visit, so we were losing money on top of spending extra. We are also a hosted client with our VAR, and we couldn't access the telemedicine service through Centricity. Our providers all had to have 2 laptops.
Posted : July 15, 2020 5:32 am
We are using ezTelemedicine. The platform has evolved over the past couple months with vast improvements. The entire UI has changed from back in March. I like the check-in process for it as well. You can create forms and agreements that patient's have to fill out when checking in. You can also do copay based on allocation set...which posts to CPS visit. When patient starts the session, the provider gets a flag in CPS. It also checks the patient in on schedule(turns them blue). For the issues we have, its patient not being tech savvy or bandwidth/internet speed on patient end.
Posted : July 21, 2020 12:40 am
