Is there a better telehealth platform for your practice?

Mend offers multiple features that are unique from other telehealth platforms. For example, Mend uses an AI algorithm to predict no-shows and cancellations based on client’s history. Providers then can make decisions on reminders and outreach based on this algorithm. Both paid plans offer group telehealth sessions and scheduling but MendPractice only allows for up to four participants to be scheduled in advance. Providers may use the “Ad hoc” or on-demand group session and invite as many clients as they wish to a session, bypassing the participant limit.

Mend is easy to navigate; however, given the features of the service, going through their online training was helpful. It is also easy from the patient’s perspective, even if they are using a mobile phone. Once inside the telehealth platform, communication is easy with options to screenshare, chat, and take a screenshot of the patient (with a prompt for permission by the provider).

Mend works well even in low bandwidth areas or with older devices. Connectivity and functioning was stable throughout multiple telehealth sessions. Mend will soon be able to support scheduled groups on their practice bundle via integration with either Teams/Zoom/Webex overcoming the four-person group scheduling limit.

Mend’s online training platform is detailed and helpful with an extensive FAQ portion. Paid subscribers are assigned a customer service agent who checks in periodically and ensures that the service is meeting their needs. I also attended a Mend webinar that was informative and helpful in further understanding not only their product but ideas for my own practice and outreach to clients in the telehealth age.

Mend is not meant to replace your practice’s EHR system, but to integrate with and enhance it. Providers can use the on-demand queue to schedule last-minute appointments and to fill cancelled slots that might have gone unfilled. Mend distinguishes itself from other systems which typically require a patient to go to a patient portal to obtain HIPAA-compliant information as Mend sends this information to patients securely through the web or mobile app, increasing patient engagement and appointment attendance.

I initially tried the free version of Mend that offers texting, video sessions, and appointment reminders. The functions appear easy to use, but it was challenging to navigate the platform. The knowledge base was not as helpful because it was designed for the paid plans. Attending a demo session, however, was helpful to understand the various functions and learn how to navigate the platform.

Mend can be used through the web or mobile app and the company focuses heavily on reducing connectivity issues, testing each session to ensure that there is a strong connection as poor internet connectivity can impact no-show rates. There are increased options and better functionality built into the paid plans.

Mend’s primary customer support comes in the form of an AI-chatbot whose questions and responses guide you to the corresponding knowledge areas. Mend also has an extensive knowledge base of articles and video tutorials geared more for the paid plans. The turn-around time for email responses was within 24 hours and the employees who led me through the demo session were friendly and responsive.

SecureVideo has excellent features for a telehealth platform. There is a built-in calendar for scheduling, and the system sends invitations and reminders to clients when requested. Payments are accepted via credit card on the app through Stripe, and other platforms can be accessed as well (e.g., PayPal). There is a waiting room until the session is begun by the therapist, an especially nice feature for group sessions.

SecureVideo is well designed and easy to use. The links and the menu are clear and navigation is very intuitive. My clients indicated that it was quite simple to use.

The quality of the sound and visuals, including during group sessions, is very reliable, far more than regular Zoom and other HIPAA-compliant platforms that I use. Functionally, there are many options in the SecureVideo system, video and audio can be muted by the participant, participation is possible from a computer or mobile phone, and there is an audio-only option.

There is a wide range of support through chat and telephone. There are excellent training videos and documents available in the system, though I found I really didn’t need them because the platform design was simple to follow. It was easy to get answers from customer support.

SecureVideo has great features for group therapy such as its seamless ability to add group members and customize to the clients’ particular needs (i.e., how the patient wants to be contacted, payment, and type of forms that a client needs prior to entering). With all the features of Zoom, it is also easy to run groups and have access to sharing screens, using the whiteboard, and other ways to make the group interactive in a format that clients are comfortable using. SecureVideo can also mask a phone number, so that clients will see your practice number rather than a blocked or personal cell number.

After going through the demo, I found the platform to be easy to use and was able to schedule appointments right away. With the additional security features, clients were receptive to using Zoom and seemed to have an easy time entering and participating in the group, even with the requirement that forms be completed prior to entering the session.

During the review, I did not have connectivity or sound issues; however, there is a dedicated customer service line if connectivity issues occur. SecureVideo is web-based and can work on any mobile, tablet, or computer device.

Customer support was responsive, knowledgeable, friendly, and timely from the initial contact to set up and platform customization. Response time for chat during business hours was within one minute. They also offer 24-hour phone support and access to help via email. The material on their website is helpful, especially in beginning to set up electronic forms.

Key features of Spruce are automations that improve communications such as scheduling messages to be sent later and the creation of templates for frequently used messages. Spruce also lets you create care plans for patients that can be attached to text messages, so patients can refer to them on an ongoing basis. One important feature that is missing is a calendar or scheduling option.

The Spruce app and desktop version are easy to set up and navigate for both patients and providers. Patients receive a notification by text message with a link to download the app on the phone or computer.

The Spruce platform has a modern look and feel with features that worked well on both the web-based platform and the app version. Spruce allows providers to be as responsive as they want to be. Additionally, Spruce offers integrations with Stripe, Hint (EHR/billing services for direct pay practices), and Elation (electronic health record).

Providers can access support using the library of articles and videos in the Help Center, through the chatbot, or by requesting an email response. I was very impressed with how quickly someone responded to an email question.

Spruce has the key features a practice needs for HIPAA-compliant communication: email, phone, texting, and faxing. If you are part of a group practice, Spruce allows conversations among “teams” with full HIPAA-compliance, making it appropriate for clinical supervision or case conference communication. There is also a secure video platform built into the system, though the primary focus of the platform appears to be client and team communication.

Spruce has a clean and clear layout and provides careful instructions. Because there are so many options, a little practice, and perhaps a little coaching from their staff, might be needed to make it easily accessible.

I found the email and text systems easy to operate. They were received smoothly by those I was communicating with. The video and audio quality were clear. There are many options in the Spruce system, including using the platform from both a computer and mobile phone, which makes it very versatile.

There is a great deal of information on the Spruce website, and less on the actual app, which sometimes is a bit overwhelming. When you sign up, Spruce sends emails that coach you through the process of accessing the platform and direct to videos and additional instruction. Live weekly webinars are available that include presentation and Q&A.