Pomelo Health
By TELUS
Automation & Efficiency: The system is praised for saving staff time by allowing patients to self-manage appointments and complete tasks like check-in and forms via mobile devices. One estimate suggests staff can save over 120 hours per employee per month.
Appointment Reminders: It features a "Great reminder system" with options for automated SMS, voice, or email messages, which is highly effective at decreasing patient no-show rates (reported to decrease by up to 85%).
Patient Engagement: It is noted for enhancing the patient experience by offering modern options like online booking, secure two-way messaging for private communication (including sharing sensitive files like test results), and a patient portal.
Digital Forms: Users appreciate the ability to send customizable intake and triage e-forms that automatically populate patient charts in the EMR, reducing manual data entry, paperwork, and front-desk congestion.
Customer Support: Several users reported that the Pomelo team and their contacts have been "very supportive and responsive" and "extremely helpful" during implementation and partnership.
System Reliability/Setup: Reports mention that the online booking process "does not work properly" sometimes. Additionally, some users found the initial setup confusing and reported difficulties making changes based on their specific clinic requirements.
EMR Integration Issues: A notable complaint is that when a patient cancels an appointment via the system, the appointment is completely deleted from the EMR software instead of being marked as "cancelled." This makes it difficult to track and ensure patients are not lost to follow-up.
Inconsistent Support: While some users praise support, a few critical reports mention "Terrible support," including a severe instance where the company allegedly responded to an issue by deleting the user's account and data.
