Mend

Mend

Fully integrated telemedicine & patient engagement platform

4.2/5 (126 reviews)

Mend Overview

Mend is a fully integrated patient engagement and communications platform that delivers paperless automation for healthcare providers. Coupling online portal-based access with anytime anywhere mobility via iOS and Android devices, the system promises to eliminate traditionally costly manual data entry while increasing patient intakes. Telemedicine technology adds secure connectivity via an SMS or email link, needing no additional software installation or logins to initiate HIPPA compliant video / audio consultations, file sharing, messaging and more. Supported by full insurance coverage and reimbursement, patient education in multiple languages along with screen sharing capabilities, the system can be co-branded and features a virtual healthcare practice for advanced patient data gathering.

Mend can therefore send or collect any information from a patient or a third party related to a patient's case, digitizing paperwork, phone calls, form submission, e-signature authorized consents and indeed payments. Gather billable computerized clinical assessments prior to visits and conduct patient or member feedback surveys across NPS, HCAHPS, CAHPS and HOS etc. Symptoms can be documented to aid quicker, more accurate clinical diagnosis while multimedia educational content trains patients in managing illnesses but also in effective use of the platform itself. Interactive appointment reminders help to prevent unwanted patient no-shows and enable rescheduling within new times or facilities. Via Mend's self-service kiosk modes for in-clinic devices, patients can update their data.

Pricing

Starting from
$99/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Australia, Canada, United Kingdom, United States

Supported Languages

English, French, Portuguese, Spanish

Mend Reviews

Overall rating
4.2/5
83% positive reviews
62
Excellent
43
Very good
12
Average
6
Poor
3
Terrible
Robert C.

Mend

Used Daily for 1+ year
Reviewed on 2019/02/08
Review Source: Capterra

-Mend overall is a very convenient app with great potential. I'm excited to see Mend continue to progress as our company expands.

Pros

-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

Cons

-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.

Response from Mend VIP

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.

Rating breakdown

Ease of Use
Customer Support

Likelihood to recommend

7.0/10
Linnette L.

User Friendly

Used Daily for 1+ year
Reviewed on 2019/02/05
Review Source: Capterra

AS I mention before I really love the customer service, I had brought an issue before to them and within days it was resolve making my experience better than before.

Pros

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.

Cons

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.

Response from Mend VIP

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Sarah H.

My job just got way too easy.

Used Daily for 6-12 months
Reviewed on 2018/07/13
Review Source: Capterra

I am able to process everything faster, especially getting signatures from the doctors and patients. I don't have to spend hours uploading paper into my computer- with Mend, its already there.

Pros

I LOVE that my administrative time has been cut down. Because I save so much time with Mend, I have more time to call my patients, see more patients, and process them faster. At the end of the day, medicine is a business, so time is money. Now I can actually do more of what matters; help my patients... and help the business.

The Mend customer service team is amazing. I always get an immediate response, and a quick resolution to my question. If there is a complicated issue, they stay in contact with me via email through every step. I never feel forgotten about, or like my questions are pointless. They seem to appreciate the feedback, and work hard to keep us happy.

Cons

There are still a few issues we are working out, but customer service is always quick to resolve them when they come up.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Ashley C.

Mend Review

Used Daily for 1+ year
Reviewed on 2019/02/05
Review Source: Capterra

Mostly good.

Pros

I get to create my own schedule, it is cool to talk to clients via webcam, I like that clients can sign forms through it. I like the paint and texting feature.

Cons

It is very slow to schedule appointments and process assessments. Once you select submit or book it takes longer than other websites to load. I do not like how you have to wait after each session scheduled for it to load and go back to the dashboard and then you can click to schedule another appointment. When you upload an assessment it would be cool it if were not two steps, if you could just upload the assessment such as treatment plan when you first assign the assessment rather than having to go back to the dashboard and upload it onto the designated assessment for the specific client. It would be good if it works better with smaller band with or slower internet. Sometimes it makes me log in twice even with correct password, sometimes it starts running my camera when I am not in a session and have not selected to start a session. There are a lot of clients with double names in the system which is frustrating because I have to make sure and select the accurate one, not the one with the fake e-mail. Sometimes people are unable to sign the forms on their cellphones even though we are told they do not have to download it, I have watched them attempt while I am on the call and it does not allow them to click submit or sign.It would be cool if there could be more interactive games the therapist and client could play through Mend together during session.

Response from Mend VIP

Thanks for the feedback, it's great! Using the Rebook or Assessment feature from the Actions menu should make setting up appointments and assigning paperwork simpler. Did you know you can set recurring appointments as well? All of the issues described with the video connection should be fully resolved for you now. If you have any further issues, please let us know and we're happy to help.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

5.0/10
Cheryl M.

Very positive. Customer support is awesome

Used Daily for 1+ year
Reviewed on 2017/08/29
Review Source: Capterra

Pros

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.

Cons

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.

Response from Mend VIP

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.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10

Mend Pricing

Starting from
$99/month
Pricing options
Free Trial
Subscription
Value for money

Request demo and full pricing via the website.

Mend Features

  • Automatic Reminders
  • Billing & Invoicing
  • Electronic Signature Capture
  • HIPAA Compliance

  • Activity Dashboard
  • Appointment Management
  • Automated Scheduling
  • Automatic Notifications
  • Calendar Management
  • Charting
  • Claims Management
  • Client Portal
  • Compliance Management
  • Customizable Reporting
  • Customizable Templates
  • Document Storage
  • Health Insurance
  • Records Management
  • Reporting & Statistics
  • Workflow Management

Additional information for Mend

Key features of Mend

  • Appointment confirmations
  • Appointment reminders
  • Appointment scheduling
  • Assessment & treatment plans
  • Assessment management
  • Automatic reminders
  • Bill payment
  • Billing and invoicing
  • Care plans
  • Care summaries
  • Chat
  • Chat / messaging
  • Customizable branding
  • Demographic data
  • Drag & drop interface
  • EHR-agnostic
  • Electronic signature capture
  • Feedback collection
  • For telepsychiatry
  • HIPAA compliance
  • HIPAA compliant
  • Inpatient / residential
  • Instant messaging
  • Intake forms
  • Lead management
  • Lead nurturing
  • Marketing automation
  • Mobile integration
  • Multi-language
  • Multi-office
  • Multi-physician
  • Multi-provider practice
  • Online booking integration
  • Patient check-ins
  • Patient communications
  • Patient management
  • Patient portal
  • Patient queue management
  • Patient registration
  • Patient scheduling
  • Practice management
  • Referral tracking
  • Secure messaging
  • Self service portal
  • Single provider practice
  • Surveys and feedback
  • Two-way audio and video
  • Video conferencing
  • Video consultations
  • eLearning management

Benefits

  • Mend is a medical communications and engagement platform that offers paperless automation features around telemedicine and smartphone connectivity to bring patients closer to healthcare providers.
  • Facilitate self-service with the ability to check-in from any tablet, office computer terminal or kiosk, inviting patients to search appointments, schedule follow-ups, update personal details, make payments and even receive virtual consultations.
  • Increase patient accessibility to consultants and the catchment volume with HIPAA compliant audio/video that claims to require no special software or logins, delivering co-branded and reimbursable telehealth services.
  • Offer interactive appointment reminders via SMS or email that aim to minimize patient no-show rates, while prompting updates of demographic information.
  • The free companion Mend Telemedicine app for iOS and Android augments browser-based portal access to enable 24/7 availability at any time and from any location.
  • Mend FAQs

    Below are some frequently asked questions for Mend.

    Q. What type of pricing plans does Mend offer?

    Mend offers the following pricing plans:

    Starting from: $99/month

    Pricing model: Subscription

    Free Trial: Not Available

    Request demo and full pricing via the website.

    Q. What are the main features of Mend?

    Mend offers the following features:

    • Appointment confirmations
    • Appointment reminders
    • Appointment scheduling
    • Assessment & treatment plans
    • Assessment management
    • Automatic reminders
    • Bill payment
    • Billing and invoicing
    • Care plans
    • Care summaries
    • Chat
    • Chat / messaging
    • Customizable branding
    • Demographic data
    • Drag & drop interface
    • EHR-agnostic
    • Electronic signature capture
    • Feedback collection
    • For telepsychiatry
    • HIPAA compliance
    • HIPAA compliant
    • Inpatient / residential
    • Instant messaging
    • Intake forms
    • Lead management
    • Lead nurturing
    • Marketing automation
    • Mobile integration
    • Multi-language
    • Multi-office
    • Multi-physician
    • Multi-provider practice
    • Online booking integration
    • Patient check-ins
    • Patient communications
    • Patient management
    • Patient portal
    • Patient queue management
    • Patient registration
    • Patient scheduling
    • Practice management
    • Referral tracking
    • Secure messaging
    • Self service portal
    • Single provider practice
    • Surveys and feedback
    • Two-way audio and video
    • Video conferencing
    • Video consultations
    • eLearning management

    Q. Who are the typical users of Mend?

    Mend has the following typical customers:

    Large Enterprises, Mid Size Business, Non Profit, Small Business

    Q. What languages does Mend support?

    Mend supports the following languages:

    English, French, Portuguese, Spanish

    Q. What type of pricing plans does Mend offer?

    Mend has the following pricing plans:

    Subscription

    Q. Does Mend support mobile devices?

    Mend supports the following devices:

    Android, iPhone, iPad

    Q. What other apps does Mend integrate with?

    We do not have any information about what integrations Mend has

    Q. What level of support does Mend offer?

    Mend offers the following support options:

    Online Support, Phone Support