FrameworkLTC is specifically a closed-door specialty pharmacy management software, from SoftWriters headquartered in Pittsburgh.
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CareTend, powered by WellSky
Score 7.1 out of 10
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CareTend is an integrative healthcare solution that is customized to meet the needs of a dynamic industry. CareTend is used to schedule visits, record patient records, create claims, fill prescriptions, manage inventory, bill, and record.
FrameworkLTC is currently the most flexible and robust dispensing software platform for use by long-term care pharmacies. Overall, product flexibility allows users to service the very distinct and unique needs of client facilities. Workflow management is robust. FrameworkLTC would be well-served to migrate to a web-based platform, thus requiring far less cost in terms of infrastructure and IT support. Financial management tools associated with FrameworkLTC are archaic and exceptionally tedious to use, but still offer the best control over financial data of any software that we evaluated.
This company is extremely difficult to work with. They have expressed that CareTend users are not important to them since that is such a small part of the WellSky business. They are very focused on extra fees and extra charges for everything. We have not even had the program for a year and they have changed everything initially promised related to pricing. They continue to come up with new ways they can get more money out of you. I would recommend for anyone considering this program, to look at other options first
I am very unsatisfied with WellSky CareTend. The original CPR+ program was efficient and this copy they forced provider to switch to has many issues and does not include all of the capabilities in the prior program or as promised.
Poor customer service. Upper Management fired much of the staff soon after our transition.
Outrageous fees that keep changing and increasing multiple times since we transitioned 9/2019. Getting a contract up front proves pointless as they find crafty ways around agreements to charge exorbitant fees. We are always overbilled. Just transitioned and bought a new server and now they tell us they are eliminating that process and we will be forced to host with them at a price of $66k/year for 20 users. This is above and beyond the 5% increase they gave us across the board 3 months after transitioning and the quarterly support fees that are outrageous.
Any attempt to discuss or protest the charges is met with the explanation that WellSky is a very big company and CareTend is such a small component that they are not interested in our concerns.
They do not have any clinical staff consulting or employed and are definitely missing functionality for what is needed in different clinical components or operations of the program.
WellSky bought the CPR+ program that we were using and decided to eliminate all support of that program and forced customers to purchase the CareTend program. They promised we could do everything we could in CPR+ plus much more. That has not been the case. Our staff has spent unbelievable amounts of hours just to try to get some of the basic functions of CPR+. We have adapted many work arounds. CareTend sees fixes to their program issues as enhancements and insists on charging exorbitant fees to add these corrective updates.
Core functionality works quite well. Data integrity and quality is excellent. There is no question that our clinical data is accurate, reliable, and well-protected. The daily user interface—after undergoing training—is logical in most cases and consistent across individual service lines. Users are able to come in and do their job.
New releases tend to introduce as many bugs as they fix. The support staff is often unable to assist with issues that are more complex than basic "reading the manual" issues. In many cases, even after escalation, we have received feedback that certain functionality is intended and not considered a bug, even though the way the application behaves is in no possible way the desired behavior for use within a real-world pharmacy.
They fired most of the support staff. When your staff is new to the program, yet knows more than who you speak to when you call into support, you know that there is an issue. It can take a week or longer at times for a support person to get back to you about an issue. We have met with management on these issues and when they do acknowledge a functionality issue, they want to charge you a fee to provide the fix even though you already pay support fees
FrameworkLTC is the most flexible platform with the best user experience. Competitors are even farther behind than FrameworkLTC on innovation and modernizing the software offering as a SaaS instead of an on-premise client-server model. FrameworkLTC has clinical and financial reporting capabilities that are superior to its competitors.
