CGM eMDs

EMD's is one of the most user friendly EHR systems I have come across. Most new employees can learn the system in just a couple days. The fully customizable chart note templates make it easy to create the note and input information they way you want it. Being able to see current balances on the patients coming into the office allows us to collect those balances timely.

There isn't much I do not like about the system. It seems to have all the functions we require to run our practice.

I do not have much to say as a pro. The system was promised to have many valued featured however they are all at additional cost.

The EMD(CGM) company has a great sales pitch which makes the EHR seem to be a great choice. This is not the case shortly we realized things that we were promised (interoperability, using PMD through the system, LINKS to verify vaccine history).to be included as a standard in the system once we signed the contract, we discovered these features was not in writing or recorded and could not be honored. The system has these features but at additional cost. I wish I could say this is the only lie or complaint, however sadly it is not. Every training is scheduled and virtual. After having so many problems with everyday flow we requested someone to come out. We were given a quote of thousands of dollars to attend training classes in Texas. This was unacceptable and after saying we may need to pull the contract someone came out to our Clinic. She helped with cleaning up the clinical side that we did not need. This system works on filters, and you must build into these filters which can be overwhelming and time consuming. The system constantly freezes and gives error messages usually saying Dallas server connection problem. This brings me to EMD support or lack thereof they require customers to put in a "support ticket" and the average turnaround time for "support" is weeks to months before you hear back, or you will receive an email saying the ticket has been completed. We have had more tickets marked completed without hearing from someone than we’ve had resolved. There have been multiple meetings with the [sensitive content hidden] of technology as well as support managers. We have sent emails, text messages as well as screenshots and videos of the problems with the freezing and error messages. We have spent over thousands with our local IT company because EMD’s has told us its our system or the computers we are using. We have changed internet from copper wire to cloud based to have the fastest internet we’ve removed the PC’s out of our pt. rooms and purchased new laptops and had local IT update all computers to newest version. All this to STILL have the freezing and error messages making it almost impossible for providers to complete their notes which causes a chain reaction affecting pt. care because prescriptions don’t go through etc. and the billing gets behind because claims can’t go out. We feel as if we are working for EMD’s instead of having a system work for us. For Medicare reporting for MIPS, we were told they have free training which is virtual with other offices remoted in which can be a lot, so we were advised to spend thousands more to get the one-on-one training. The system should keep track of all of this, we had to spend more money and our TIME to meet MIPS requirements. After doing the training we have learned we have been doing referrals incorrect and even though we have a video recording of the way they showed us how to do the referrals and that’s the way we’ve done it we have no credit for this measure and was advised to opt out of the MIPs reporting when we’ve spent a lot of time throughout the year to meet this measure. A ticket was put in and once the “trainer” called she had to call another trainer and stated she needed to be trained in this way of doing referrals. This is still an ongoing problem. When it comes to the monthly fees, we’ve always paid each month. We suddenly went a couple months without getting an invoice. I emailed concerning this matter and never heard back. Then we get an invoice saying we are past due it took over a month for someone in the payment department to contact me back and she apologized and stated they are “going through changes” and redoing the payment department they see we are up to date, and invoices would not be going out until they finish. Again, I spoke with the vice president of technology voicing my concern that we would receive a huge bill all due at one time. I was told this wouldn’t happen. Months later we receive a bill for over ten thousand dollars. Now we have received an increase letter of 9.7% after inquiring why there is such a large increase when we have some many issues with the system. We are advised yearly increases are part of our contract. We pay for EHR/PM services although we no longer use the practice management services, we are obligated to pay for both. This system has caused so much frustration in our practice and affected our pt. flow and pt. care. This is not an honest company. They lie and bend the Facts to fit them and additional cost. Anytime you have a problem be prepared to spend a lot of time and money on the matter but don’t expect the issue to be resolved. If there are others having similar issues maybe we should file a class action suit against EMDs, in which this may force them to resolve some of the issues.

Can be customized and updated with templates for procedures tailored to individual practices

Poor customer service. Updates are plagued with issues. Issues take forever to get resolved.