Medical Practice Grade Operational & Workflow Enhancements Required
Boulevard’s platform presents well visually, but from an operational standpoint it falls short in supporting the real-world needs of medical and aesthetic practices.
One of the most significant issues is the lack of configurable workflows and meaningful customization within the platform. We do not utilize Boulevard as a merchant processor; we use it for practice operations and medical records. Yet we are given very limited ability to tailor the system to our brand, patient experience, or clinical workflows. For a platform positioned as premium, this limitation is disappointing.
As a result, we have been forced to build extensive workarounds and invest heavily in third-party applications simply to achieve functional patient communication, operational efficiency, and online wellness service processing. This undermines the value proposition of an “all-in-one” platform and adds unnecessary complexity and cost.
Equally concerning is the lack of responsiveness to practice-level feedback. Requests for operational improvements do not appear to be reviewed or acted upon within a timeframe that aligns with the pace and demands of a modern clinical business. Without meaningful iteration and timely development, it is difficult to see how Boulevard can remain competitive in this space.
Ultimately, our decision to adopt the platform was influenced by its marketing, branding, and polished presentation. Unfortunately, the operational reality has not matched that image.
We are extremely disappointed and would welcome a transparent roadmap and concrete commitments to addressing these gaps.
Christine Hermosillo
shared this idea
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Ben Stevens
commented
I was once part of the "Design Partner Program" where we got to see some of the roadmap and give feedback. The program was ended after 2024, and nothing that I know of has taken it's place.
I haven't heard from my customer rep in a long time either. It seems that Boulevard is distancing from the users and it is really showing in how many updates don't seem to solve problems that anyone is having. (was anyone asking for the payment methods tab to be renamed "wallet" and have a new layout?)
I used to be a Boulevard fan and would tell everyone about it. I now feel like I am stuck with them because of a few key features and the cost of switching is so high. Every year I demo a couple other systems just to see if it is worth switching yet. At the rate things are going I am guessing they have about one more year before switching is easier.
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Christine Hermosillo
commented
Please see review of identified significant opportunities of improvement and better chance at overall long term client retention if boulevard as a business truly values this.
- Lacks configurable workflows and automation needed for real-world medical and aesthetic practice operations
- Minimal ability to customize the platform to our brand, service lines, or patient experience
- Limited control over appointment confirmations, pre-care, post-care, and form-related communications
- No practical way to send or manage forms outside of appointment scheduling
- Forms and chart templates cannot be easily categorized or managed by service line
- No native, full-featured HIPAA-compliant patient communication system
- Inflexible payment infrastructure and lack of built-in payment link generation for telehealth, wellness programs, deposits, or memberships
- Forced reliance on external merchant processors and third-party platforms to meet basic operational needs
- Significant ongoing costs from subscriptions, integrations, and internal workarounds
- Increased staff workload due to manual processes and fragmented systems
- Higher compliance and documentation risk due to platform limitations
- Lack of transparent product roadmap or timely response to practice-level feedback
- Platform prioritizes its own product visual design and marketing over operational depth and clinical usability
Overall “all-in-one” value proposition is undermined by missing core functionality and in my opinion lacks potential for long term success without corporate level support.