Phamily

Pros: I haven't seen any benefit to me using this platform. I have no need to use a robot generated interaction in conjunction with my medical provider.

Cons: I had no interaction with Phamily until I began receiving robot generated text commentary and questionnaires concerning my health habits. I was not interested in speaking with a robot about my health. Then I received a bill after meeting with my health provider and along with the billing for the provider was an almost identical bill for the robot interaction for which I hadn't participated with. I immediately questioned and complained and
requested a suspension of the robot correspondence. The robot texting was considered to be equivalent to a physician visit and was billed that way.

Overall: This Phamily is a marketing ploy to bill medicare and patients for service that is redundant and not required nor necessary. In short it is a billing scam. I then received a written statement showing the date that approved of the signing with Phamily 6 months earlier of which I have no memory of.

Pros: Great and convincing salesperson and pitch. Willingness for salesman to come on-site during ramp up.

Cons: Difficult navigation.
Lack disease specific care pathways.
Risky compliance.
Ineffective support and training.
Low quality interaction with patients.
High patient complaints & disenrollment rates.
Poor response from management.

Overall: As a soon to be ex-customer, I would caution practices considering Phamily as a CCM option. What we signed up for and promised, was definitely not delivered 9 months later. Not only did the finances result in a loss, the Phamily staff often devalued our goals of full compliance and high quality services. Both CCM and billing staff found software difficult to use and does not organize CCM tasks well. Their fees are based on enrollees not actual patients CCM was provided, unlike most other competitors in the market. Phamily staff was not supportive or able to train effectively and leadership did not care to provide solutions despite constant complaints. If we could do over, we would not have chosen Phamily for CCM as we lost valuable patients, revenue and time.

Pros: The way that Phamily is able to organize, categorize, and filter patient lists makes it so easy to find who and what you're looking for at the end of the billing cycles.

Preplanned check-ins makes it easy to reach out routinely.

Easy to use and navigate!!

Cons: I wish there was an app for tablets, making it easier to sign patients up in the office. I would be able to take the iPad into the exam room and have pt sign consent form right on the tablet!! I hope that option is coming soon!

Overall: Great product, great service, great purpose!! I just wish there was an app available for tablets to make new enrollments a little easier, and avoid using paper contracts for PHI.