After signing a contract with Addison Health Systems in January of 2013 my office immediately began experiencing both technical difficulties and limitations of the software. As stated in the contract, unlimited technical support was to be provided to us with no additional cost. After four training sessions in which all of our employees sat in for, we began implementing the software into our office. We experienced issues in which the software would freeze completely and we would need to do a complete reboot multiple times in order to get it back and running again. When we called technical support I received an answering machine and would leave a message. I rarely received a phone call back and it took calling and being connected to the sales team in order to speak to a live person. I was notified multiple times that they were "short staffed" and only had "one trainer/tech support person at that time" which I found troubling as our contract stated that we would be receiving unlimited technical support. The issues with the software did not only involve the fact that it froze constantly, but it also did not provide us with the accommodations that we were verbally assured it would include when purchasing the software- the ability to tailor the software to the needs of our office (which was adamantly promised) was not an option that was available to us and we were then forced to use paper charts and documentation creating disorganization and confusion in the office. When we finally decided that we needed to speak to upper management regarding these issues we were assured by our technical support liaison that these issues would be addressed in an upcoming meeting on March 13th 2013 (more than 2 months after the software had been purchased.)After initiating conversation with out client relations manager we were transferred to the CEO, ****** ******. Our conversation did not go as we had hoped. His demeanor was arrogant, unprofessional and belittling to us as a consumer.
Product_Or_Service: WritePad EMR
I believe our office should receive some sort of reimbursement for the software as we tried our hardest to make it work for us for three months before making the final decision to seize the use of it. It created disorganization in my entire office and forced me to pay MY employees to stay for longer hours trying to fix problems with the software. I now need to go through the process of implementing new software in my office that already has established patients- something we wished to avoid.
Business' Initial Response
AHS has a no return policy. We will - as previously stated to client - continue to assist in implementing the software in his clinic. We have detailed documentation showing that his primary issue is lack of training which he has declined.
One of the client's issues with AHS was the fact that we did not always have a technician available when he called. That is an unfortunate reality in all of technical support with any company. We have no control over who calls when, so often there are times when it is busy. It is our policy to return calls within two hours, and we are fairly successful at achieving that goal. Many technical companies have 24-48 hour technical turnaround time frames.
Upon researching the return call time for this clinic, it ranged between 10 minutes to an hour and a half. We could find no instance where we exceeded our two hour turnaround.
* The client does in fact have Unlimited Technical Support - that means that he can use as much support time as necessary to learn the software and trouble shoot software issues. There is no guarantee in writing or implied that we will have a technician waiting and available every time a call comes in. That is just unrealistic.
* The client states the software was freezing. Our software runs successfully in thousands of clinics without freezing. Our technicians worked to diagnose this issue and determined it was due to hardware and the network setup. The client did not want us to work with his technical company to fix this issue.
* Ability to customize - that is the foundation of our software and it is very customizable. On March 7, 2013, one of our technicians helped to customize the client's letter heads in their word processor. On March 12, 2013, one of our technicians answered multiple questions regarding customization requests; however, the majority of the requests for customization were features that are found in a practice management/billing software - not an EHR (which is what our software type is).
The client signed a Responsibility Statement that states that Addison Health Systems will do our part to get our software implemented but that he must do his part to ensure successful implementation. The client has not held up his end of the Responsibility Statement. If the provider himself is unwilling to learn the software, the chance of successful implementation is slim.
Business' Final Response
Monday, April 08, 2013
888 Serving Dallas and Northeast Texas
1601 Elm Street, Suite 3838
Dallas TX XXXXX
RE: Case #XXXXXXXX ****** ******
To Whom It May Concern:
by Addison Heo/th System*, Inc,
We are in receipt of your letter dated Aprill, 2013, regarding Mr. ******'s dissatisfaction with the
software. We spoke with Dr. ****** and several staff members on several occasions and most recently
on March 20, 2013, and have been in the process of researching and compiling documentation in order to
offer response to this client.
1. Mr. ****** called our company Addison Health Systems, Inc. (AHS) on May 3, 2012. He had
called us after being referred to our company by an employee he had hired from another clinic
that had our WritePad electronic health record (EHR) software.
2. The WritePad EHR system is a Government Certified ONC-ATB electronic health record software
that is meant to document patient clinic encounters. Mr. ****** is a physical therapist and AHS
Write Pad system is specifically designed for physical medicalfrehabfpain and therapy clinics.
3. Write Pad is utilized by over 5,000 providers and over 18,000 users daily to document patients'
4. Mr. ****** evaluated the software over a 6 month period and received an online
demonstration before purchasing the system. Mr. ****** was made aware that the EHR
system was written to do clinic notes and that he would be the person that would be using the
system with his support staff also being able to review and print off notes under his direction.
5. The software was purchased by Mr. ****** on November, 14, 2012, but not shipped at the
client's request until January 3, 2013
6. On January 3, 2013, the day the software was shipped, the client relations manager (CRM) called
to schedule the installation and training process.
a. During this conversation with the CRM, it was explained that Mr. ****** (as a physical
therapist- the provider of the clinic's health records)- must be involved in all aspects of
training since the software was for documenting his patient's clinical notes.