E-MDs

Beginning in June, 2014, e-MDs began providing the SolutionSeries upgrade to our customers in a staged manner, rolling out the upgradeto our customer base over a period of time. We sent out severalcommunications to all customers detailing the process they needed to follow inorder to
request and receive the upgrade. This customer requested the 8.0upgrade on 12/and e-MDs provided the entitlement to the upgrade on thatsame date. The clinic did not request the upgrade earlier than the12/9/date. We have been in touch with the clinic and their IT providerand will assist with their upgrade as needed

Very poor service. There is never anyone to answer phones in the Sales or billing department.

We have Practice Choice and never had a problem when it was under McKesson.

Review: This company is our EHR/EMR provider at our doctor officeWhen anyone in our office calls in there is never a supervisor or manager to speak toWe have been in need of a product upgrade and cannot seem to get that doneThis company will also not work with the IT Company that we have hired to do our technologyE-MDs does not seem to think that electronic records issues are critical even though we are unable to have our labs go directly into our database like previouslyWe will be approaching ICD-and we are very frustrated now with the service and the product and can only imagine how poor the customer service will be thenWe have to pay for services we cannot utilize and have been told that is part of the businessAt this point it really feels like all they want is to get people signed up and get the money and that's where it endsNo customer service, satisfaction or helpA person has to jump through hoops to talk to someone or get a ticket taken care ofIf it takes a month for a high priority ticket, I cannot even imagine how long it would take for a low priorityI have been told that tickets are assigned by priority, but I have serious doubts on that.Desired Settlement: I want e-mds to settle the matter of our upgrade getting doneI want for them to work with the company that we have hired, not just the ones they feel they want to work withIf our IT company calls in for a ticket and to get resolution or speak to someone, then they should be able to do soI want our issues resolved now and going forward and for them to work the IT company we hired
Business
Response:
Beginning in June, 2014, e-MDs began providing the SolutionSeries upgrade to our customers in a staged manner, rolling out the upgradeto our customer base over a period of timeWe sent out severalcommunications to all customers detailing the process they needed to follow inorder to request and receive the upgradeThis customer requested the 8.0upgrade on 12/and e-MDs provided the entitlement to the upgrade on thatsame dateThe clinic did not request the upgrade earlier than the12/9/dateWe have been in touch with the clinic and their IT providerand will assist with their upgrade as needed