November 4, Complaint ID: [redacted] Dear Revdex.com,*** [redacted] purchased Chiroin November August 2012, years later, the EMR ASoftware was addedAlthough the two programs can integrate together, they are two separate software programsThe client mentions a trial period, this was referencing their year of technical support and upgrades that was included with their EMR purchaseOnce the initial technical support expires, we have support options available for purchase, although it is not required to maintain active support to run either programShe has chosen only to purchase support on Chiroat this timeThe letter indicated that we have not assisted, or "fixed," their technical issues however there are currently no open technical issues with *** [redacted] 's account On page of this letter, you will see a signed copy of the EMR Apurchase agreement which reflects the amount of EMR support includedYou will also see that it is indeed an "AModule." While Chiroand EMR work together, they are two separate programsDr [redacted] chose to purchase support only for Chiro8000, not for EMRThe client utilized their included year of EMR support through Now that this has expired, extending their EMR support would be an additional cost, however a discount is provided when you choose to support both programsThese options have been made available to *** [redacted] Technical support is comparable to an insurance plan as you have the coverage if you need itAfter reviewing the account, the most recent call was related to training rather than reporting technical difficulties *** [redacted] has not communicated that they are currently experiencing any issues with either programShe can contact Client Services if she wishes to discuss purchasing support for the EMR productWe have multiple options available if she would like to move forward Respectfully, [redacted]
Complaint ID: [redacted] To Whom It May Concern, We are writing to address the concerns submitted by Dr [redacted] Dr [redacted] purchased FortéEMR on 12/22/which includes two years of technical supportWhile we strive to produce a seamless, user-friendly product, we do often release updates to improve the softwareThe issues that have been reported to us will become available within the next update of the software Dr [redacted] has reported to us that there are grammatical and punctuation errors when printing SOAP notesSince the time the issue was reported, we began implementing changes to be available in an upcoming build of the softwareThe SOAP notes are exported from FortéEMR into Microsoft WordThe end-user has the ability to modify any errors prior to printing and sending to patientsThese errors can be found when performing the “spell-check” feature within Microsoft WordThe product build has been completed by engineering, but before we release to our clients, we must ensure that it passes each phase of software testing thereafterSince this relies on all areas of the program function as intended, there is no definite ETA as to when this will be releasedAs mentioned, the items expressed within the client’s letter, are prepared to launch within a future updateOnce this becomes available, the update will be released automatically and the client will be notified upon launching the softwareWe do still recommend that the office utilizes the “spell-check” feature prior to submitting to patientsDr [redacted] may contact the technical support department to discuss any other requests that may come up in the futurePlease allow this letter to serve as documentation that we have been acting in good faith to resolve any reported issues from our clientsThe issues portrayed will be resolved within the next releases of the softwareWe do hope that Dr [redacted] will contact us directly and allow us the opportunity to resolve any future issues should they arise Respectfully, [redacted]
I am rejecting this response because:Dear Revdex.com,The response from Angie Funk is misleading and wrongTherefore I do not accept their response.1.) The page they sent you shows a patient statement of one office visitThe problem with their software is the fact that if a patient had been in more than once, then the running balance is what shows for the patient balanceAFTER THE FIRST VISIT ONE CAN NOT PRODUCE AN ANCCURATE PATIENT STATEMENT FOR ONE GIVEN DATE It will always show a running balanceFor example if the patient had been in five times and I wanted to create a statement showing what they owed for the 5th visit only, their software does not do thatI was told it didthat is misleading and perhaps fraudulentThis is a transparent attempt to try and mislead once againA pattern here for sure Additionally, they are attempting to address problems which I do not haveI have never stated that "...the insurance company portion, in this case $does not display on this statement...."I think Angie needs to familiarize herself with my complaint more thouroughlyOr perhaps this is part of their clouding and distracting from the real issues at handAnyone can review my complaint and see what she says is not true or in my complaintThese are NOT THE ISSUES So once again they have not begun to address my real complaints which is why this complaint standsFurther, if that is what they are offering to correct I am glad I did not take them up on it because that is not the problem Their own tech expert, that they insisted I spend hours with, admitted that it in fact show a running balance and could not create an accurate balance for a patient that has been in more than once Which is why he offered to submit a request to correct their softwareWhich once again, I am not interested in waiting for them to recreate their programI was told it could do something it does notIts that simple2.) To address the issue of producing a list of outstanding claims, THAT INCLUDE PARTIALLY PAID BILLS, is not possible with this softwareOnce again, their tech expert confirmed this and said that feature was available in a higher end product they offer that I could pay more money to haveBait and switchSo what ever she attached to this was not created with the software I purchased and that was confrimed by their own tech expertOn the other hand it is my understanding that the product I purchased CAN produce a list of outstanding bills AS LONG AS NO PARTIAL PAYMENT HAS BEEN MADEI was told that if even penny was paid on the bill and the outstanding balance is $it will not show up on the listBeing a doctor it is very common that one is receiving payment from both a patient and an insurance company, so most bills have partial outstanding balancesWhat matters here is that I was told it could produce a list of ALL outstanding billsIt can notOnly bills with no payments whatsoeverSo their page of their attachment does not address the complaint....againTherefore complaint stands 3.) In reference to the issue of filling out an insurance claim properly with a digit year versus a digit year......I never asked if their software complied with NUCC requirementsI asked the sales person if it could properly fill out an insurance formA HCFA form to be exactShe said "Yes"To fill out an insurance form properly you need a digit yearDoesn't matter if if it is okay with NUCC, it is not how the form is designedMy question was based on the form, the answer I received was in reference to the formAs they have admitted here, their software does not do that because it prints out a digit year which results in insurance companies denying the claim.So, again, they did not address the complaintThe complaint was NOT that it doesn't comply with NUCC requirementsTHE COMPLAINT WAS THAT IT DOES NOT FILL OUT AN INSURANCE FORM PROPERLY4.) Last but not least they invite me to call them to straighten this outI actually have several dozen calls into them, including three to the owner of the companyI have not received a return phone call to any of my calls to dateSo their invite is also transparently and meaninglessAs far as further training goes, I have already spent countless hours on the phone with their tech supportThey in turn told me all of what I claim is an accurate description of their softwareSo clearly training is not the solution hereNor is it my requestThe catagorically misprepresented their productSome courts of law might consider this fraudRegardless, it is wrong and unethical.Given that they still have not addressed my true complaints my complaint standsThey have done nothing here but address issues that they have fabricated to distract from the initial complaintDr [redacted] ***
November 4, Complaint ID: [redacted] Dear Revdex.com,*** [redacted] purchased Chiroin November August 2012, years later, the EMR ASoftware was addedAlthough the two programs can integrate together, they are two separate software programsThe client mentions a trial period, this was referencing their year of technical support and upgrades that was included with their EMR purchaseOnce the initial technical support expires, we have support options available for purchase, although it is not required to maintain active support to run either programShe has chosen only to purchase support on Chiroat this timeThe letter indicated that we have not assisted, or "fixed," their technical issues however there are currently no open technical issues with *** [redacted] 's account On page of this letter, you will see a signed copy of the EMR Apurchase agreement which reflects the amount of EMR support includedYou will also see that it is indeed an "AModule." While Chiroand EMR work together, they are two separate programsDr [redacted] chose to purchase support only for Chiro8000, not for EMRThe client utilized their included year of EMR support through Now that this has expired, extending their EMR support would be an additional cost, however a discount is provided when you choose to support both programsThese options have been made available to *** [redacted] Technical support is comparable to an insurance plan as you have the coverage if you need itAfter reviewing the account, the most recent call was related to training rather than reporting technical difficulties *** [redacted] has not communicated that they are currently experiencing any issues with either programShe can contact Client Services if she wishes to discuss purchasing support for the EMR productWe have multiple options available if she would like to move forward Respectfully, [redacted]
Complaint ID: [redacted] To Whom It May Concern, We are writing to address the concerns submitted by Dr [redacted] Dr [redacted] purchased FortéEMR on 12/22/which includes two years of technical supportWhile we strive to produce a seamless, user-friendly product, we do often release updates to improve the softwareThe issues that have been reported to us will become available within the next update of the software Dr [redacted] has reported to us that there are grammatical and punctuation errors when printing SOAP notesSince the time the issue was reported, we began implementing changes to be available in an upcoming build of the softwareThe SOAP notes are exported from FortéEMR into Microsoft WordThe end-user has the ability to modify any errors prior to printing and sending to patientsThese errors can be found when performing the “spell-check” feature within Microsoft WordThe product build has been completed by engineering, but before we release to our clients, we must ensure that it passes each phase of software testing thereafterSince this relies on all areas of the program function as intended, there is no definite ETA as to when this will be releasedAs mentioned, the items expressed within the client’s letter, are prepared to launch within a future updateOnce this becomes available, the update will be released automatically and the client will be notified upon launching the softwareWe do still recommend that the office utilizes the “spell-check” feature prior to submitting to patientsDr [redacted] may contact the technical support department to discuss any other requests that may come up in the futurePlease allow this letter to serve as documentation that we have been acting in good faith to resolve any reported issues from our clientsThe issues portrayed will be resolved within the next releases of the softwareWe do hope that Dr [redacted] will contact us directly and allow us the opportunity to resolve any future issues should they arise Respectfully, [redacted]
I am rejecting this response because:Dear Revdex.com,The response from Angie Funk is misleading and wrongTherefore I do not accept their response.1.) The page they sent you shows a patient statement of one office visitThe problem with their software is the fact that if a patient had been in more than once, then the running balance is what shows for the patient balanceAFTER THE FIRST VISIT ONE CAN NOT PRODUCE AN ANCCURATE PATIENT STATEMENT FOR ONE GIVEN DATE It will always show a running balanceFor example if the patient had been in five times and I wanted to create a statement showing what they owed for the 5th visit only, their software does not do thatI was told it didthat is misleading and perhaps fraudulentThis is a transparent attempt to try and mislead once againA pattern here for sure Additionally, they are attempting to address problems which I do not haveI have never stated that "...the insurance company portion, in this case $does not display on this statement...."I think Angie needs to familiarize herself with my complaint more thouroughlyOr perhaps this is part of their clouding and distracting from the real issues at handAnyone can review my complaint and see what she says is not true or in my complaintThese are NOT THE ISSUES So once again they have not begun to address my real complaints which is why this complaint standsFurther, if that is what they are offering to correct I am glad I did not take them up on it because that is not the problem Their own tech expert, that they insisted I spend hours with, admitted that it in fact show a running balance and could not create an accurate balance for a patient that has been in more than once Which is why he offered to submit a request to correct their softwareWhich once again, I am not interested in waiting for them to recreate their programI was told it could do something it does notIts that simple2.) To address the issue of producing a list of outstanding claims, THAT INCLUDE PARTIALLY PAID BILLS, is not possible with this softwareOnce again, their tech expert confirmed this and said that feature was available in a higher end product they offer that I could pay more money to haveBait and switchSo what ever she attached to this was not created with the software I purchased and that was confrimed by their own tech expertOn the other hand it is my understanding that the product I purchased CAN produce a list of outstanding bills AS LONG AS NO PARTIAL PAYMENT HAS BEEN MADEI was told that if even penny was paid on the bill and the outstanding balance is $it will not show up on the listBeing a doctor it is very common that one is receiving payment from both a patient and an insurance company, so most bills have partial outstanding balancesWhat matters here is that I was told it could produce a list of ALL outstanding billsIt can notOnly bills with no payments whatsoeverSo their page of their attachment does not address the complaint....againTherefore complaint stands 3.) In reference to the issue of filling out an insurance claim properly with a digit year versus a digit year......I never asked if their software complied with NUCC requirementsI asked the sales person if it could properly fill out an insurance formA HCFA form to be exactShe said "Yes"To fill out an insurance form properly you need a digit yearDoesn't matter if if it is okay with NUCC, it is not how the form is designedMy question was based on the form, the answer I received was in reference to the formAs they have admitted here, their software does not do that because it prints out a digit year which results in insurance companies denying the claim.So, again, they did not address the complaintThe complaint was NOT that it doesn't comply with NUCC requirementsTHE COMPLAINT WAS THAT IT DOES NOT FILL OUT AN INSURANCE FORM PROPERLY4.) Last but not least they invite me to call them to straighten this outI actually have several dozen calls into them, including three to the owner of the companyI have not received a return phone call to any of my calls to dateSo their invite is also transparently and meaninglessAs far as further training goes, I have already spent countless hours on the phone with their tech supportThey in turn told me all of what I claim is an accurate description of their softwareSo clearly training is not the solution hereNor is it my requestThe catagorically misprepresented their productSome courts of law might consider this fraudRegardless, it is wrong and unethical.Given that they still have not addressed my true complaints my complaint standsThey have done nothing here but address issues that they have fabricated to distract from the initial complaintDr [redacted] ***