Dr First

I have been working with DrFirst since I first joined my practice back in As the office manager I am the front lines for our doctors when they have issues prescribing and have dealt almost exclusively with DrFirst's poor customer serviceFor the first 5-years they were great, they answered the phone, let you speak to supervisors, and generally got issues resolved while updating tickets via e-mail in a timely fashionOver the past 3-years I have seen a MAJOR disconcerting change in policy and DrFirst's ability to solve simple issuesThey have become a money hungry conglomerate that no longer puts its doctors or patients first(DrFirst? Really?) Anytime I call for a simple issue their customer service genuinely has no idea to handle itIt seems like they've stopped training them and now they just open a ticket and hope you forget about itThere is absolutely no follto any open ticket unless you hound them by phoneIt had gotten to a point where they try to sell you on using their services to qualify for meaningful use yet I've actually had multiple doctors miss out on meaningful use money due to DrFirst not being able to fix their meaningful use reporting system in timeThey had months to fix it and failed in every way possibleWhen one of our doctors lost functionality recently when giving patients education he asked me to look into itNot only did I spend an hour on the phone with a "High Level Expert" assisting the untrained customer support worker I also followed up on the ticket times and nothing every changed and it never seemed like it was a concern for themNow months later I have just given up and am suggesting that everybody start to move away from DrFirst and their egregious practicesI used to suggest this company to everybody back in 2003-but I will never do so againSad story to see a business go this way

March 5, ** [redacted] : DrFirst has received your letter regarding complaint ID [redacted] submitted on February 6,In accordance with your February 25,letter, we are providing this response on March 5, DrFirst consistently strives to maintain quality customer support and timely resolution of issues presented to usAs the individual noted in the complaint, DrFirst merely provides a portion of electronic medical record (EMR) software used by their organization- namely the electronic prescribing portion, We work with the electronic, medical record (EMR) partner and integrate into their system in a certain fashion, so that when issues are raised within the electronic prescribing portion, the EMR partner and DrFirst need to jointly work together in orderto resolve customer problems Often times organizations using the EMR software may have issues that do not involve DrFirst and can be handled by the EMR partner's customer support teamRecognizing this along with the need for the EMR partner and DrFirst to work together to resolve issues, the EMR partner handles all of the end user customer support and contacts DrFirst as necessary to aid in the resolution of issues a customer may be experiencing with respect to the electronic prescribing portionWhile we can certainty understand and appreciate the frustration experienced by the users, DrFirst directs individuals who have purchased EMR software which integrates DrFirst's electronic prescribing to the EMR vendor for all support updatesAs a direct customer of the EMR vendor, the EMR vendor should be providing updates as to the resolution In addition, DrFirst and our EMR partner have worked together to troubleshoot the issue and identify the root cause, and DrFirst has provided two solutions to our EMR partner to resolve the issue Best,

March 5, 2014
**. [redacted]:
DrFirst has received your letter regarding complaint ID [redacted] submitted on February 6,2014. In accordance with your February 25,2014 letter, we are providing this response on March 5, 2014.
DrFirst consistently strives to...

maintain quality customer support and timely resolution of issues presented to us. As the individual noted in the complaint, DrFirst merely provides a portion of electronic medical record (EMR) software used by their organization- namely the electronic prescribing portion, We work with the electronic, medical record (EMR) partner and integrate into their system in a certain fashion, so that when issues are raised within the electronic prescribing portion, the EMR partner and DrFirst need to jointly work together in orderto resolve customer problems.
Often times organizations using the EMR software may have issues that do not involve DrFirst and can be handled by the EMR partner's customer support team. Recognizing this along with the need for the EMR partner and DrFirst to work together to resolve issues, the EMR partner handles all of the end user customer support and contacts DrFirst as necessary to aid in the resolution of issues a customer may be experiencing with respect to the electronic prescribing portion. While we can certainty understand and appreciate the frustration experienced by the users, DrFirst directs individuals who have purchased EMR software which integrates DrFirst's electronic prescribing to the EMR vendor for all support updates. As a direct customer of the EMR vendor, the EMR vendor should be providing updates as to the resolution.
In addition, DrFirst and our EMR partner have worked together to troubleshoot the issue and identify the root cause, and DrFirst has provided two solutions to our EMR partner to resolve the issue.
Best,

I have been working with Dr. First since I first joined my practice back in 2003. As the office manager I am the front lines for our doctors when they have issues prescribing and have dealt almost exclusively with Dr. First's poor customer service. For the first 5-7 years they were great, they answered the phone, let you speak to supervisors, and generally got issues resolved while updating tickets via e-mail in a timely fashion. Over the past 3-5 years I have seen a MAJOR disconcerting change in policy and Dr. First's ability to solve simple issues. They have become a money hungry conglomerate that no longer puts its doctors or patients first. (Dr. First? Really?) Anytime I call for a simple issue their customer service genuinely has no idea to handle it. It seems like they've stopped training them and now they just open a ticket and hope you forget about it. There is absolutely no follow-up to any open ticket unless you hound them by phone. It had gotten to a point where they try to sell you on using their services to qualify for meaningful use yet I've actually had multiple doctors miss out on meaningful use money due to Dr. First not being able to fix their meaningful use reporting system in time. They had 8 months to fix it and failed in every way possible. When one of our doctors lost functionality recently when giving patients education he asked me to look into it. Not only did I spend an hour on the phone with a "High Level Expert" assisting the untrained customer support worker I also followed up on the ticket 5 times and nothing every changed and it never seemed like it was a concern for them. Now 2 months later I have just given up and am suggesting that everybody start to move away from Dr. First and their egregious practices. I used to suggest this company to everybody back in 2003-2010 but I will never do so again. Sad story to see a business go this way.