Mend Telemedicine Software Review
Mend has established itself as a leading telemedicine software, offering a range of features that cater to the evolving needs of healthcare providers and patients.
Mend’s success is rooted in its patient-focused approach, achieving an impressive no-show rate of just 7% and addressing key healthcare provider challenges. The platform’s remarkable track record of over 10 million appointments and the introduction of Automated Patient Payments highlight its efficiency and significantly reduce administrative burdens, allowing healthcare providers to focus more on patient care rather than financial logistics.
With its emphasis on patient engagement and streamlined administrative processes, Mend has become an essential tool for healthcare providers. It offers key features such as automated patient payments, group video sessions, and telepsychiatry, all within a Health Insurance Portability and Accountability Act (HIPAA) compliant framework.
This blog will outline important key features that make Mend one of the leading telemedicine software providers.
Summary Table
| Features | Description | Benefits |
| Scheduling & Appointment Management | 24/7 self-scheduling system, preferred by 77% of patients, integrates with EHR and PMS, supports various appointment types. | Enhances patient convenience, reduces no-show rates, increases revenue, aligns with provider availability. |
| Customizable Intake Forms | Customizable, high-engagement forms available in any language and device, integrates with healthcare systems. | Streamlines patient data collection, simplifies administrative tasks, enhances patient involvement. |
| Integrations | Connects with over 100 leading Electronic Health Records (EHRs) and Practice Management Systems (PMS), Health Level Seven (HL7), Secure File Transfer Protocol (SFTP), Application Programming Interface (API), and Artificial Intelligence (AI) integration capabilities. | Streamlines healthcare workflows, enables secure communication with other systems, supports a dynamic IT environment. |
| Video Conferencing | HIPAA-compliant group session video conferencing, minimal bandwidth requirements, various functionalities. | Facilitates group therapy and multi-participant meetings, easy connection between patients and providers. |
| Compliance with Healthcare Regulations & Security | Adherence to the Health Insurance Portability and Accountability Act (HIPAA), the Health Information Technology for Economic and Clinical Health (HITECH) Act, the Electronic Signatures in Global and National Commerce (ESIGN) Act, and the Children’s Online Privacy Protection Act (COPPA), ensuring protection of Protected Health Information (PHI) and patient privacy. | Preserves patient privacy, ensures secure handling of PHI, aligns with digital healthcare regulations. |
| Consultation Recording & Documentation | Focus on integrating with EHR and PMS rather than internal documentation complements existing EMR systems. | Ensures comprehensive and secure patient records, integrates with telemedicine services. |
| Analytics & Reporting Tools | Over 20 reports including appointment metrics and organization insights. | Allows healthcare providers to make data-driven decisions, optimize telehealth services. |
| Secure Messaging | Secure communication channel for exchanging sensitive medical information. | Maintains confidentiality of medical information. |
| Mobile Access | Mobile app available on Apple App Store and Google Play Store, allowing for mobile management of virtual consultations, appointments, and communications. | Enhances accessibility and convenience for providers and patients using smartphones or tablets. |
| Billing & Payments | Digital check-in experience for in-person and virtual visits. Options for storing credit card information for automatic payments and for handling co-pays, self-pay rates, and outstanding balances. Integrated billing post-adjudication. | Modernizes payment preferences, aligns with patient expectations, and expedites payment collection and recording. |
| Pricing | Offers various plans from free to custom-priced enterprise solutions with a range of features including patient reminders, HD video, screen and file sharing, secure messaging, advanced workflows, and dedicated customer support. | Provides scalable solutions to accommodate different sizes and types of healthcare practices. |
Key Benefits of Mend
Mend is a comprehensive telemedicine and patient engagement platform that offers a range of features designed to enhance the healthcare delivery experience for both providers and patients.
Key benefits of using Mend include its robust telehealth module, appointment scheduling, calendar management, appointment reminders, online agreements & forms, payment processing, secure messaging inbox, and detailed reporting capabilities.
The platform is known for its flexibility and scalability, providing solutions suitable for individual providers and large healthcare organizations.
Furthermore, Mend’s impact is notable in its ability to reduce no-show rates to low single digits, enhance access to care by removing barriers related to mobility, transportation, and location, and improve an organization’s financial performance through automated patient payments and increased cash collections.
Comprehensive Review of Mend Clinic’s Features
Mend’s versatile and HIPAA-compliant platform offers a seamless telemedicine experience by providing digital patient intake forms, group video sessions, and efficient telepsychiatry.
The platform’s AI-driven attendance predictor aids in reducing no-show rates, while its integrated payment system streamlines financial transactions. With its user-friendly interface, Mend makes telehealth accessible and efficient for both providers and patients. Here are some important features of Mend.
Appointment Management
Mend’s appointment management feature stands out for its comprehensive approach to streamlining the scheduling and management of healthcare appointments. It includes automated reminders, digital forms, telemedicine services, and post-visit surveys, all within a user-friendly interface, adding value for both patients and healthcare providers.
Mend offers different products to cater to various needs, from Mend FREE for basic telehealth functionalities to Mend NOW and Mend PRO for more advanced features, including custom branding and smart patient alerts.
What makes Mend stand out is its seamless integration of feedback and reviews into the appointment management system. Through post-visit surveys and secure messaging, patients can easily provide feedback and engage with their providers. This integration not only optimizes appointment scheduling but also fosters better patient-provider relationships and empowers providers to deliver exceptional care.
Customizable Intake Forms
Mend offers customizable intake forms that streamline the patient data collection process. It also allows patients to complete their intake forms in any language and from any device.
These forms, known for high patient engagement, integrate smoothly with healthcare systems, ensuring data security and efficient EHR updates. This feature simplifies administrative tasks and encourages patient involvement in their healthcare journey.
Integrations
Mend’s ability to integrate via PDF, fax, HL7, SFTP, API, and AI showcases its adaptability to various operational needs. HL7 standard compatibility ensures that Mend can communicate effectively with other healthcare systems while secure file transfers are facilitated through SFTP. API integrations open doors to a more dynamic and automated healthcare IT environment.
- Electronic Health Records (EHR) Systems: Mend’s EHR integration provides seamless connectivity with over 100 leading systems, such as Allscripts, eClinicalWorks, Epic, and NextGen, enhancing healthcare workflows through real-time data synchronization, automated appointment management, and secure messaging.
This comprehensive integration streamlines administrative tasks improves patient engagement with timely reminders and enriches telehealth services by enabling virtual visits directly from the patient’s record.
- Online Payment Processing: Mend’s platform simplifies payments for healthcare services. Patients can securely pay for appointments, co-pays, and related expenses, improving their overall experience. Through the integration with Authorize.net, Mend enables healthcare providers to accept debit and credit card payments.
While Mend facilitates debit and credit card payments, the specific types and brands of cards accepted may depend on the credit card merchant account established by the healthcare provider with their bank.
- Video Conferencing Tools: Mend offers secure and HIPAA-compliant group session video conferencing, which is particularly beneficial for managing group therapy sessions and other multi-participant meetings in healthcare settings. The simplicity of the system allows patients and providers to connect easily with minimal bandwidth requirements.
Patients can join a session by simply clicking a link and entering their date of birth, while providers start the visit with a click. Mend’s video conferencing also supports various functionalities, including turning cameras and microphones on and off, screen sharing, chatting within the appointment, and adding participants to the call.
Additionally, Mend’s ‘Picture-in-Picture Feature’ enables healthcare professionals to seamlessly conduct telemedicine visits directly within their existing Electronic Health Records (EHR) system.
The benefit of this feature lies in its ability to eliminate the need for constant switching between different software applications during patient consultations. With the ‘Picture-in-Picture Feature,’ healthcare providers can efficiently access and update patient records while conducting virtual visits, enhancing both the convenience and productivity of their practice.
- Scheduling Software: Mend offers a robust scheduling feature that enables 24/7 self-scheduling, which significantly enhances patient convenience. Mend’s scheduling feature, preferred by 77% of patients for its online self-scheduling capability, significantly diminishes no-show rates, enhancing revenue for healthcare providers.
The system supports diverse appointment types and integrates seamlessly with EHR and PMS, ensuring alignment with provider availability and specific needs.
- AI Integration: Mend’s AI integration focuses on enhancing patient engagement, streamlining healthcare services, and improving outcomes through advanced analytics and automation. By incorporating AI, Mend can offer predictive insights, personalized patient communication, and efficient management of healthcare processes. This integration supports healthcare providers in delivering more effective care and optimizing operational workflows.
Moreover, Mend’s HIPAA-compliant telehealth module is surrounded by other valuable components, such as online agreements and forms, payment processing, and a secure messaging inbox, all of which are crucial for modern healthcare practices.
Compliance with Healthcare Regulations & Security
Adhering strictly to HIPAA guidelines, Mend ensures comprehensive protection of patient privacy and the secure handling of protected health information. This compliance is key to preserving patient privacy and ensuring the safekeeping of protected health information (PHI).
Additionally, Mend aligns with other important regulations pertinent to digital healthcare, such as the Health Information Technology for Economic and Clinical Health (HITECH) Act, which strengthens HIPAA for the digital age, focusing on the protection of electronically stored PHI (ePHI).
The platform also adheres to the Electronic Signatures in Global and National Commerce (ESIGN) Act and the Children’s Online Privacy Protection Act (COPPA).
Consultation Recording & Documentation
Mend’s telemedicine platform does not primarily focus on providing consultation recording and documentation within the telehealth software itself. Instead, Mend emphasizes the importance of integrating telemedicine services with existing Electronic Health Records (EHR) and Practice Management Systems (PMS).
The platform is designed to work alongside documentation software rather than replace it, ensuring that patient records are comprehensive and HIPAA-sensitive information is securely managed. While Mend offers functionalities like patient appointment reminders and data capture for patient demographics, it advocates for the use of an EMR that complements its telemedicine capabilities.
Analytics & Reporting Tools
Mend’s analytics and reporting tool feature includes over 20 reports that help analyze data and understand a practice’s performance. Some key reports provided by Mend include appointment metrics, which cover aspects like total appointments, reschedule rate, and average patient wait time.
Another important aspect of their analytics and reporting tool is organization insights, which include metrics like no-show rate and appointment growth. These reports empower healthcare providers to make data-driven decisions and optimize their telehealth services effectively.
Secure Messaging
Mend offers a secure and efficient communication channel for healthcare providers and patients. Through this convenient communication feature, healthcare professionals can securely exchange messages with their patients, ensuring that sensitive medical information remains confidential.
Additionally, Mend’s commitment to comprehensive healthcare communication extends beyond secure messaging and payment processing. In the realm of patient-provider interactions, Mend also emphasizes the significance of patient feedback and reviews. Integrated seamlessly into the secure messaging feature, Mend allows healthcare providers to conduct post-visit surveys and gather insights into their patients’ post-visit well-being.
Mobile Access
Mend provides mobile access to its telehealth platform through both mobile apps and web browsers. They offer a mobile app that users can download and install on their smartphones or tablets for a streamlined mobile experience.
Mend’s mobile application is available for download on both the Apple App Store and Google Play Store. It enables healthcare providers and patients to conveniently engage in virtual consultations and manage their appointments and communications via mobile devices.
Billing & Payments
Mend addresses the challenges that come with non-automated patient payments by providing a digital check-in experience for both in-person and virtual visits.
Patients can conveniently store their credit card information for automatic payments, or Mend can facilitate payment through easily accessible digital invoices. This feature caters to modern payment preferences, aligning with patients’ expectations and making the payment process seamless.
Mend also enables practices to handle patient responsibilities, including co-pays, self-pay rates, and outstanding balances. These payments can be effortlessly collected before or after an in-person or virtual encounter and seamlessly recorded in the practice management system. Moreover, Mend’s integration capabilities allow for instant patient billing post-adjudication, ensuring that positive patient balances are promptly detected.
The system can automatically bill patients’ credit cards or send digital invoices via text and email, expediting payment collection and automatically documenting transactions in the practice management system.
Pricing
| Plan | Monthly Price | Features |
MendFree | $0 | • Automatic patient text message and email reminders • HD video • Screen and file sharing • Secure messaging • Interactive patient waiting room |
| MendOne | $49.99 per user per month | • Live patient and provider support • Automatic patient text message and email reminders • File sharing, chat & basic note taking • Screen sharing and canvas mode • Secure messaging • Unlimited staff and patient users • HD video • Interactive patient waiting room experiences |
| MendEnterprise | Quoted/Contact Mend | • EHR/PMS integration (2-way) • Advanced workflows and customization • Custom digital forms • Patient self-scheduling • Dedicated Customer Success Manager • Group visits and workflow (mobile supported) • In-person visit and virtual workflows • Payment capture • Interactive patient waiting room experience |
Pros & Cons of Mend
| Pros | Cons |
| User-Friendly Interface: Many users appreciate Mend’s user-friendly and intuitive interface, making it easy to navigate. HIPAA Compliance: Mend is fully HIPAA compliant, ensuring the security and confidentiality of medical conversations. Low-Bandwidth Options: Mend offers low-bandwidth options, making it accessible and efficient for remote areas or mobile medical units. Customizability: Users can easily customize windows and utilize features such as screen sharing and file uploads, enhancing flexibility and convenience. | Sound Issues: Some users have reported occasional sound issues during meetings, affecting the overall audio quality. Connectivity Problems: There are occasional complaints about connectivity issues, particularly impacting video and audio quality. Setup Process: The setup process can be time-consuming for some users, with patients sometimes experiencing a 15-minute setup time. Compatibility Issues: Certain users have reported difficulties when using Mend on Android phones or specific computer systems, indicating compatibility challenges. |
Conclusion
Mend has solidified its position as a valuable telemedicine software, attributing its success to user-friendly interfaces and stringent security measures. Its suite of features facilitates a comprehensive telehealth experience that respects patient privacy and provider convenience.
However, as with any complex platform, it faces limitations such as occasional audio-visual lags and the need for a streamlined setup process.
Despite these limitations, the extent of Mend’s features—from intuitive scheduling to integrated payment systems—makes it a compelling choice for healthcare providers.
Wisevu specializes in blending sophisticated digital solutions like Mend into healthcare practices, utilizing our prowess in digital content creation and API integration. We are experienced in navigating the complexities of such integrations, ensuring that Mend’s functionalities are fully leveraged, thereby enhancing your healthcare services and patient interactions.
This approach not only overcomes any limitations but also unlocks the full potential of Mend’s capabilities, enhancing your healthcare delivery and patient engagement strategies for superior outcomes.