Re: e-MDs tech support and program

[Guest guest]

I just recently had a similar issue with the national support staff of eClinicalWorks. They had to get onto my system and manually upgrade my ICD-9 codes, as must be done every September (October first seems to take them by surprise each year). They did something (they are still " not quite sure what went wrong') that put my server into an infinite loop at start up, bringing my entire office to a standstill. This occurred on a Friday, thank goodness. It took my local IT support about 7 hours of time to get the server to calm down enough to allow eCW back on the server to fix their error.

I am charging eCW for my local IT time. So far I have not seen the credits on my account, so daily emails remind them this issue is not going away.

One of our local cardiologists just set up with eCW about 9 months ago through a vendor and has outstanding tech support, but at an additional $200/month. I can not afford that.

I agree that when looking at an EMR it is extremely important to look into issues such as:

How much of a headache will it be to do the annual updates that must occur by October first for me to bill correctly? "

What happens if you injure my system with your upgrade?

Do you keep accurate logs of what actions are taken on my system, which houses confidential information?

Definitely always talk to someone using the actual system in practice.

, MD

Durango, CO

Ernie,

The same people who did sales for my region also do support. It costs me extra, but they always respond within 24 hours and do all the upgrades after hours and make sure everything is working when I come in in the morning. I have found them to be quite responsive and quite good. No problems…ever. As for the national support staff, I have only had to deal with them twice and I agree with you assessment.

-----Original Message-----From:

[mailto: ]

On Behalf Of Dr LevinSent: Tuesday, October 16, 2007 7:11 PMTo:

Subject: Re: e-MDs tech support and program

I'd give up and use a $200 fax machine and rescan, at least for incoming faxes.

The perfect is the enemy of the good?

M in Western PA

e-MDs tech support and program

Hi all-

Sorry for updating, but I think the non-rosy side of EMR's is important to look at too.

Just an update on my previous emails on e-MDs. I sent a copy of my emails (to this group) to the sale, support, and regional sales & support team. Along with some additional issues. That was sent on 9/19/07. These are all issues that I have called tech support on before.

After two weeks our MA got a call from a tech on one of the issues. He proceeded to destroy all of our "fast forms" in the system. We had to rebuild them. Net cost at least four hours. Original problem remains.

Yesterday, I got a return call on a call I placed with tech support around 9/20/07. They did not know what they were calling me back about, other than he was from the crystal reports team. I had found a work around for my problem in the last month. Thanks for eventually getting to me.

My fax server now mostly works. I purchased a brand new computer with 2GB ram and a fancy dual core processor. I didn't install any antivirus or any other programs on it. Just the fax server program. It works for 95% of the faxes that come in. (It drops all of Walgreen's faxes from all of their stores. It has problems with a few others that are coming from other computers with faxes.) But I have a near $1000 worth of hardware for a "mostly working" fax. The good part is that I figure not having to scan incoming faxes and manually fax out faxes saves us about one to two hours a day. E-MD's never called back on this issue.

Like I said in my other emails, the basics of the program are pretty solid, but the sales points (fast forms, faxing, crystal reports, …) are all underdeveloped. And tech support is non-existent.

When you are looking at EMR's make sure you like the basics of the program. Then ask users pointed questions. Not "how is the tech support?" but "How long does it take for someone who can answer you tech support question to call you back?" as well as the general questions.

Ernie

Orchards Family Medicine, Inc. PS

Using e-MDs

Opened 8/2005

PS- Just in case someone is thinking "he probably can't work computers very well", I have set up a 25-person Department of Biostatistics at University of Washington Windows NT network and worked as their computer systems analyst for them for three years. I have worked for Ernst & Young's Management Consulting division building IT database integration into a firm's call centers. I have set up several small business networks for others. I am currently programming a controller for our homes solar heating system. I do tech OK. E-MD's has some issues.