First, let me apologize if one of our tech support folks or operators made you feel like an idiot. That is completely unacceptable, and if you know the name of the person, I would very much like to know. We have had a few complaints about one of our operators, and we are working to resolve these.
Next, we have heard intermittently of lost patients/notes. The difficult part for us is that we must replicate, or figure out what the steps are that could allow such a serious error. One thing we have found, after much research with two affected practices, is that the SYNCH utility did have a programming error (bug) that could, in some instances, allow this to happen. Given that this is so serious, once found, we quickly did a new release to beta to resolve this issue - this is V4.0.62b, which is currently on the beta site at
www.amazingcharts.com/beta.)
We have not, however, found issues of missing messages or addenda (or heard of this from other practices as yet), and we haven't been able to replicate this issue. Replicating an issue is always required for us to find where in the source code an error is. Staying on top of our tech support if you are not getting a resolution or advice on next steps is important. We do meet regularly to go over all outstanding issues, especially those that have such serious ramifications as missing documented data.
We frequently see user error (e.g., the message or addenda wasn't actually saved) as a source of problems, but that should always be the last conclusion after we've ruled out other modalities for such a problem. That said, Amazing Charts doesn't provide a means to co-sign messages or addenda, only notes, so I'm not sure the process by which you are documenting and forwarding these to get signed off. Please contact support again, and refer them to this thread if need be, and if you feel the issue isn't getting the attention it deserves, please email me directly.
