Practice Fusion

Initial Business Response /* (1000, 14, 2015/08/21) */
Ms***,
Thank you for allowing Practice Fusion to respond to this person's complaintOur response is written belowPlease let me know if you have any questions or concerns
Regards,
*** ***
Practice Fusion operates an
electronic health record service as a business associate of its healthcare provider clientsAs such we are required by law to maintain the medical records on behalf of those healthcare providersLegally we are not permitted to delete any medical information entered by a provider in a patient's electronic medical recordOnly the provider has the capability to alter what information is contained within an electronic medical recordHowever, it should be noted that healthcare providers are themselves under legal obligations to maintain health information pursuant to Federal and state laws
Through its Patient Fusion online portal, Practice Fusion allows medical professionals to provide their patients with access to medical recordsThis functionality is accessible to individual patients at the discretion of their healthcare provider, and it is their healthcare provider who decides what, if any, records to share with the patientShould a patient wish to have his or her access to this service modified, or if they have questions regarding the records that may or may not be shared, that patient should address that request directly with his or her healthcare provider
Initial Consumer Rebuttal /* (2000, 16, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Based on the reply, I contacted my doctor and he was able to grant me accessHe also stated that Practice Fusion's customer service is lackingI still object to the company not having any contact information available to the public- esp considering the nature of the business, people's private health records- the most private and personal of informationIf there was a security breach, how would one even contact them to let them know?

Final Consumer Response /* (2000, 8, 2015/09/30) */
Hello,
I am the person who made the complaintIn any event, the matter has been resolved today so you can close your file on my complaint
*** E***, MD, FCCP

Initial Business Response /* (1000, 5, 2015/08/10) */
Practice Fusion takes great pains to ensure that all customer service inquiries are addressed and resolved in a timely mannerThis is particularly so when a user needs access to their records
In this case, the user first notified
Practice Fusion that they had forgotten their password *** could not log into their account on July 20, Our staff immediately began investigating, and determined that none of the users on the account had logged unto it in well over a year
During that time, Practice Fusion upgraded its authentication and login processThroughout 2014, Practice Fusion had emailed all of its users on numerous occasions informing them of the need to update their credentials for the upgraded processFurther, upon login during the relevant time-frame Practice Fusion had alerted users of the need to update their credentialsThis user, however, had unsubscribed from all emails, and as previously noted, had not logged in to her account in well over a year, so she did not receive any of the messages informing her of the need to upgradeAs such, this user had failed to upgrade her credential, despite the numerous and varied attempts to contact each userPractice Fusion customer service personally maintained daily contact with this practice throughout the pendency of the issue
Upon this user's initial notification on July 20, Practice Fusion identified a minor issue that only impacted those practices in which the users had failed to upgrade their credentials and had also forgotten their account passwordOn July 23, the user contacted us again, and for the first time informed us that her practice needed to respond to an audit that same dayIn response, we fast-tracked her issue to a high priority statusLater that same evening Practice Fusion engineers were able to craft a solution to allow this user and her staff to log into their accountOn the morning of July 24, our customer service department contacted the practice and assisted a member of the practice's staff with the login processesTo our knowledge, all users of this practice's account have subsequently been able to login to Practice Fusion successfully
Initial Consumer Rebuttal /* (3000, 8, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At this time they did fix the programming issue his statement about it being a problem only for clients who DID NOT Changetheir password *** the update happened tells me that they knew they had a problem
Their web site explains that they will send a file of ALL client records one time to any client leaving their systemWe have requested this to happen immediately, and guess what? Now they want us to first answer a long list of question, and after we send that they want to be able to call us to discussDoes that sound like they are going to send us our records?
Final Business Response /* (4000, 10, 2015/09/01) */
Practice Fusion is pleased that we were able to work with this individual and successfully resolve her technical issue in a prompt and complete manner
The data that Practice Fusion stores and maintains on behalf of its healthcare provider clients is highly sensitive, and as such we take the privacy and security of such data very seriouslyTo that end, we have developed a set of policies and procedures which govern the export of the dataIf Ms*** would like an export of the data which Practice Fusion stores on her behalf, we simply ask that she follow our standard policies and procedures for such exportsThese procedure are designed to ensure the security and integrity of our users' data, with the primary purpose of verifying the identity and authority of the requestor
Final Consumer Response /* (2000, 18, 2015/10/05) */
I wanted to clarify that we can now access the records but they state that if you leave they will send one el chronic file copy this is what we have been waiting forThanks