Phreesia

Pros

Ease of use as well as access to ample support. Phreesia Support provides quick responses and is always available to troubleshoot any issues.

Cons

I wish the tablets would take on a newer, more modern look, similar to popular tablets. They can be heavy for our older patients.

Pros

Simple and smooth implementation. They request your consents, logos, and handle the rest. It was a very minimally demanding implementation compared to others I've experienced.

Cons

Nuances related to multi-site implementations required us to get more detailed testing. We missed a few critical customizations (reminder templates, logos) required by locations at go-live that we needed to fix later.

Pros

Phreesia was easy to set up and implement. This was mostly because I worked with a fantastic representative that made it easy. He was then promoted and my representative from then on was not helpful.

Cons

I used Phreesia for almost 2 years. Within months I was already asking for managers to get involved. For one year, I spoke with representatives in a one hour zoom call every other week, sent multiple emails about issues each week, submitted cases about errors with examples, etc. Despite the amount of detail and examples for each error, the customer support that would respond to submitted cases would respond with an answer that seemed like we were talking about a completely different thing. I have a 7 page word document of the number of cases/examples of errors that we submitted without resolve.
After one year and speaking to 3 managers during that time, Phreesia reported that I was having to deal with an excessive amount of issues and because of that, they would start the process over from the ground up.
I spent COUNTLESS hours working on Phreesia taking me away from my practice and my patients.
After another 8 months of this and spending $17,500, I gave up and asked to terminate the contract early. Even with all of the above, they are not terminating early and are making me pay the additional 4 months, costing another $3,500.

Pros

The ability to collect payments, automated eligibility checks, support received during implementation.

Cons

I haven't had any negative experiences with Phreesia in the very short time we have used it.

Pros

The layout and functionality of Phreesia is great. I love the payment plan feature and the fact that a medical history is started prior to the visit.

Cons

There are still areas where work is redundant. Hopefully Compulink and Phreesia will continue efforts to merge the workload.

Pros

Excellent implementation team and training; excellent, easy to use product.

Cons

Certain fields do not currently transmit directly into our EHR (Greenway Primesuite)

Alternatives Considered

Reasons for Choosing Phreesia

Switched From

Reasons for Switching to Phreesia

Pros

The prompt response from our account rep and Phreesia support has been very good.

Cons

Nothing noted at this point on something we do not like.

Alternatives Considered

Reasons for Switching to Phreesia

Pros

The customer service is second to none. They respond quickly and courteously, and if they didn't have the features we needed, they were very quick to make those features available.

Cons

Some elderly patients don't love doing online check-in, but most of our patients find check-in easy and quick.

Pros

Integration to our PM system (Modernizing medicine) is poor and does not function as advertised. Patients and staff constantly complain about errors and issues. Connectivity is also poor, in a sense that when you have a busier day and you're checking in multiple patients at a time, they may not appear checked in on the EMR system which creates double work.

Cons

Patients show the front desk all the time that they completed their check in, however it does not reflect on the dashboard. Not as easy company to work with by any means, more headaches than anything else.

Alternatives Considered

Reasons for Switching to Phreesia

Pros

The sales and implementation team at Phreesia was highly knowledgeable, competent, adept at problem solving, professional, polite, and extremely responsive. The product is very good and stands in the Veradigm platform gap very well, but it was that team which makes the product really shine.

Cons

There are a couple gaps between Veradigm PM and eHR that Phreesia still does not span for us. Not yet, anyway. I suspect it's only a matter of time before the ever evolving Phreesia solution solves the rest of the Veradigm integration issues. I do wish Phreesia payments worked with any credit card reader, but

Pros

Insurance verification has saved our office many hours of manually checking eligibility.

Cons

some of the integration and the speed of integration with our EHR.I also wish there was a better demo to show referring doctors the Phreesia hub

Pros

The patient's are presented with their mandatory forms and agreements 10 days ahead of the appointment to be filled out in the comfort of their homes.

Cons

Communications Templates do not have a copy feature and each section has to be setup from scratch.

Pros

I love that we can send a blast message to all or some of our patients depending on our needs.
I love the result of patients checking themselves in.
I love that patients can pay online.

Cons

Not applicable. So far, so good! I will update if needed.

Pros

There are many features to choose from that integrate very well with our EMR/PM system. One of the newer features we use is Payment Assurance which sends text or email payment reminders. The patient is able to pay their bill right from a link sent to them. It has reduced the number of statements we send out.

Cons

I honestly can't think of any cons currently.

Pros

Implementation process was relatively easy and you can always tweak features as you go.

Cons

Electronic signatures are not yet available.

Pros

Tech Friendly, it is super easy to use.

Cons

There are to many communication issues, a constant "time out"

Pros

Being able to have the patients complete all new patient paperwork and policies on the tablet or their phone/computer saves the staff time. Plus, this makes their charts more up to date.

Cons

When we have issues with a tablet it is a lot of back and forth with support to get the issue resolved

Pros

is easy to use very practical, the program itself is very easy to use.

Cons

No Comments regrading this program is very easy to use.

Pros

The ease of sending a link to patients on their cell phones to complete paperwork.

Cons

That modmed will not let the clinical information integrate into the system

Pros

This software definitely makes patient intake easier when it's functioning properly.

Cons

After the you get handed off to they long-term account manager, getting things fixed and fixed right become slow and painful process. It's hard to keep up on staff questions and complaints when it doesn't work correctly.

Pros

Flexibility and ingenuity! Phreesia is not only a platform for patient intake and insurance verification, it can be a resource for answers to many of the healthcare demands. Phreesia has been instrumental in capturing data and reports needed to satisfy requirements such as PCMH, Care Coordination, health screenings, compliance and business agreements, UDS, and more. It is the fastest and most effective means of communication to our patients regarding new programs and/or changes to office protocols or announcements.

Cons

As with any software, there are some limitations, however, with Phreesia many of the limitations are from our EHR software and not Phreesia. The bright side of any limitations is that Phreesia has been wonderful in working with their clients and listening to their suggestions and needs and has worked to find solutions that work!

Pros

Phreesia is the central component of our daily patient flow. It integrates extremely well with our EHR system. We are able to capture patient demographics and clinical information electronically and have it populate directly into a chart. It has eliminated paper, significantly reduced time spent checking patients in and allowed staff to focus on other things. Patient chat has allowed us to communicate with patients waiting in cars. We are going to continue doing this post-COVID because it works so well and parents love it.

Cons

We have tried using Appointment Accelerator but found it didn't work for most of our appointments. We have a very diverse set of appointment types. Phreesia has been great though trying to find a way to tweak it wo make it try to work for us.

Pros

The best features are that the patients are able to check in, pay a bill and get Covid screens from their mobile devices sitting in their car. All forms flow into the chart as well.

Cons

We need the ability to easily text patients that are not on the schedule for that day. Broadcasting is great but only used when all patients need to know information. Often, there are patients who we need to text but can not if they aren't on the schedule.

Also, I have not been happy with customer service. We have had a ticket open for a week now where one of my receptionists can not log into Phreesia. Someone at Phreesia keeps closing the ticket. It is imperative that she gets the help needed as she is the only receptionist at that office.

Pros

I really like the appointment hub and cancellation hub. Those both have worked really well for our company! The appointment requests have helped us keep better track of our referrals and increased patient volumes. The appointment confirmation has help us cancel patients and decreased the number of phone calls we'd get to cancel or reschedule those patients.

I also like the communication options in Phreesia. Being able to text a patient information is very helpful!

Cons

I with the appointment hub looked a little more organized in new referrals, pending referrals, and unable to reach or doesn't want to come in.

Pros

Phreesia increased our collections while decreases employee workloads. It also helped curbed the amount of no show appointments.

Cons

I don't have any least likes with Phreesia.

Pros

I am a tech, so I am impressed with all this application can do. Truly makes the job for our staff so much quicker and easier in all areas of their job. Integration with our EHR was impressive. Phreesia has an amazing team that goes far and beyond to make the Phreesia application work for you. Truly so appreciated!!

Cons

Truly nothing. I have enjoyed my entire experience with the Phreesia team!!

Pros

Daily census tracking to help identify staffing needs at a glance. Patient reminders and the fact they can go out via text and email since some patients may have either or. These are just a couple of the features I find most valuable from a patient access standpoint.

Cons

Some of the E&B functionality can get confusing when payers aren't set up correctly, however, in these situations, the Phreesia support team has been great with not only helping resolve issues, but responding timely.

Pros

I love the ease of the system. The system integrates with eCW EMR and cuts our office time in half, allowing to focus on other areas in the practice. Phreesia automatically sends the patients our practice consent forms and collects co payments during the check in process. We also customized our platform to allow patients with an outstanding balance to enroll into a payment plan. Many patients avoid our office calls when payment is due and have noticed patients prefer to enroll in payments plans on their own. We have seen a surge in old balances being collected these last two weeks.

Cons

I would be happy if phreesia had a patient self scheduling option that integrated with eCW. Right now, patients make an appointment request through a phreesia custom form and we manually add that appointment into our EMR. We do have an alternative for established patients wishing to self schedule so we only need to manually schedule New appointment request. It's not too bad.

Pros

ease of use. Patient engagement. Shout outs to patients. Cut down tremendously on wait times and paperwork that had to be filled out.

Cons

We have struggled with the money part. The co pays and how they are posted. I think is our problem.

Pros

Ease of use. Efficiency to workflow to our organization.

Cons

Sometimes I didn't know what questions to ask during implementation, but I was able to talk to my Phreesia Sr Consultant and she was able to bridge the gaps.

Pros

We rely on the insurance verification to make sure we have the correct information to submit a clean claim. This is the #1 feature! Along with that, Phreesia identifies balances and copays, and allows us to collect that right at the time of service. We also rely on the automated appointment reminders, which helps cut down on no-shows. We use targeted communication to remind patients to schedule important follow up visits, or annual physicals. We use the patient payment features to send emails directly to the patient about balances, and they have the option to set up a payment plan directly through Phreesia.

Cons

Sometimes patients complain about too much communication. I wish there was better integration with the EHR for data, and not just the ability to save some items as a PDF. I wish Phreesia identified credit balances.

Pros

The communication and support during implementation was instrumental to our success.

Cons

Not applicable as this point. We have not had any bad experience that would cause me to not like any feature.

Pros

The best part of Phreesia is there attention to the account from their customer support team. The responsiveness and willingness to pay attention to your requests and account with real people helping is tremendous. They're always trying to improve and it's refreshing. [sensitive content hidden], our account owner, has been tremendous for us.

Cons

The integration period for our office took longer than we hoped but overall I could not be happier.

Pros

Completely streamlined the patient experience from reminder calls, Kiosk service for self check in, converted all our patient documents to digital format, allowed for online portal payments and have allowed us to create custom patient satisfaction surveys for our patients.

Cons

Can be a little cost prohibitive for some smaller practices but made sense for our office which falls in the medium/large category. Customer success reps change frequently post implementation.

Pros

Phreesia was able to give our Practice a leg up when the pandemic hit and our office was still mostly paper. There is such a wide range of usability. I typically try to use 1-2 days every 2-3 months to catch up on new enhancements and abilities Phreesia has introduced. I love being a part of the Beta program and providing feedback on their newest products. I feel like Phreesia, as a large company, actually hears our input and also considers it.

Cons

Phreesia's support team can be very impatient. As the admin, I would like to have more ability to customize Phreesia instead of having to go through support every time we want to make changes. There is a lot of ability to customize as the Admin, but not the most important types of things such as work flows or frequency of the workflows being sent out. I would like to see their self-scheduling improve. One huge downside to it is the duplicate account/charts that self-scheduling allows. There is not any kind of flag or notification that is sent or shown when there have been duplicate accounts created.I would also like to see the appointment confirmations improve.The appointment confirmations will continue to be sent out and ask patients to confirm an appointment they have already confirmed or canceled.

Pros

Phreesia has grown tremendously over the years with their features, it’s amazing too see how far they have become. To be able to utilize technology & have a software to make things more streamlined with the day to day check in process for our increasing patient population is a must!

Cons

There are a few enhancements I have offered, which would be beneficial to Phreesia. Phreesia always has new features to offer, sometimes too many without making changes/updates to previous features.

Pros

communication with the onboarding nad implementation team were very proactive and responsive.

Cons

implantation time , Phreesia had some sort of update which delayed out time line which then interfered with other major projects in the office.

Pros

The chat feature within the reminder and check-in system is a huge time-saver!

Cons

Coordination for reports between our EMR and Phreesia has been clunky (most on our EMR side) - so some features we have not coordinated with that transition a little unclear for maximum use.

Pros

The implementation of Phreesia provided a lot of value to our practices. As our patients and staff needs evolve, Phreesia allows us to be agile and adapt to those needs in a timely manner.

Cons

Phreesia does a great job listening to client needs and making enhancements or adding additional features that provide value and ROI.

Pros

I like the online booking system and customizable messaging. I like that all of my consent forms are online and allow for digital signing and integration into the chart.

Cons

There is difficulty synching history forms and medications automatically with my Athena system. I have to still do it manually which is hard for a small practice. Many patients companion about the ads which I didn't even know about when I signed the contract. You have to pay extra to remove these and apparently it is actually difficult to remove them. Still working on it. Patients complain about the intake process being too repetitive. The system asks the patients to repeat a lot of stuff every visit.

Pros

Phreesia has saved our office so much time. Most patients have filled out their paperwork before arriving to our office, and everything is uploaded into Compulink. The front office no longer needs to make a 100 phone calls a day to confirm appointments. The insurance department no longer needs to look up eligibility on several different websites. The billing and collections are way down, as most patients pay their copay and any past due balance before they even arrive to the office. I cannot say enough good things about Phreesia, as it has been a real time saver for our office.

Cons

I have no complaints about Phreesia. It has exceeded my expectations.

Pros

I like that our patients are sent out reminders for their upcoming appointments and they have the ability to pre register for their appointments. This saves staff and patients time and stress when they arrive. Also Phreesia is very helpful with showing if the patients insurance coverage is active or inactive and provides the patients plan/ deductibles/where they are at with deductibles/ as well as co pay information

Cons

Currently we have some issues that we wish we could add to our Phreesia registrations such as Fall Risk and unfortunately not everything integrates to our current system Next Gen that we use.

Pros

Phreesia makes the check in process for staff very very easy and speeds up the process overall at the checkin window getting patients seen faster

Cons

I wish there were more inter office flags on Phreesia for different meaning for us

Pros

The support we have had throughout has been amazing. From the launch to 6 months later, Phreesia support is always available to help! Phreesia is customizable to what works for your company. Phreesia is always willing to look into ways to help improve our goals and make life easier for staff and patients.

Cons

Phreesia has so many options that we have not even begun to scratch the surface one what they could offer us!

Pros

Phreesia allows parents to complete the required paperwork from the convenience of their home, car, etc. and not chase their children and the phone while in office.

Cons

The team that was assigned to us changed often after we were use to working with one team.

Pros

We have saved a lot of time with the appointment reminder function, along with all paperwork being sent out prior to appointment. Having our patients be able to pay online and keep a card on file has been a game changer. Customer support is always a great help when contacted.

Cons

We had a few hiccups while integrating with our system, but they were great to work with and made sure everything was corrected. It would be nice if we could set patient reminders farther out than 3 days; we like to remind our patients a few weeks/months ahead of time in case they need to change the appt.

Pros

I wanted to streamline the intake process. I was promised 3 month free trial. I am a single private practice physician who wanted a simple check in process. I opted for the base option. Phreesia took 4 months to set-up this simple base line intake. After which nomproduct was presented to me

Cons

They were very slow in the implementation process. The 3 months free means nothing if there is no product to evaluate. I am very dissatisfied with Phreesia. I would warn any doctor from using this company

Pros

Ease of us, patient friendly, great suppot

Cons

Technical issues where the screen times out mid interview

Pros

Ease that we can forward messages to patients.

Cons

There are no real cons that I have to list.

Pros

Being able to verify patients insurance before they walk in the office.

Cons

The fact you can't save a card on file unless the patient is on the schedule for that same day.