I seriously caution against TotalMD. We purchased TotalMD in August 2013 and have already transitioned to Kareo. We purchased TotalMD after 8 years of using another PM (Medtopia) due to company merger with MD Online. I did extensive research on TotalMD and thought the system was very user friendly. Their salesman is very knowledgeable and made the decision easy. We decided to use Apex EDI as the clearinghouse since TotalMD markets a relationship with both Apex EDI and Gateway EDI.

The entire experience has been a nightmare. We have been very satisfied with AC clouds so we decided to purchase TotalMD cloud version. Unfortunately, Nelson (salesman) didn?t explain the limitations of their cloud version. Cloud users do not have autonomy to make changes or request new features. All cloud users get the same features at the same time after the programmers are sure all the bugs are worked out. For example, you can You Tube 2013 new features, but as a cloud user I still don?t have those features when it?s almost 2014. I also paid an additional fee for employee time clock. However, employee time clock doesn?t work for cloud users.

We have encountered numerous interface problems between Apex and TotalMD without resolution. There have been many issues. I?ve spent hours everyday trying to get fairly routine things fixed. Our biggest challenge has been broken eligibility checking feature due to an interface issue between TotalMD and Apex. We still can?t verify insurances in PM after almost 4 months as an active subscriber. TotalMD and Apex initially both blamed each other. Now they both say it?s a known issue that they are working on with no ETA.

Customer service is horrible. We are in Central Time Zone and their support staff isn?t available until 10am CST. They have a small support staff and are very inexperienced. They are very nice but do not follow-up. There are countless times within a 3 month period of someone in support saying they will follow-up with no resolution. The salesman on the other hand is very knowledgeable. Therefore, I eventually started calling him for all support issues.

They do not provide any training material. They offer training at $99/hr. However, there isn?t any training material similar to AC. You are given a blank canvas with the only option to look at a few You Tube videos or pay $99/hr. I wasn?t aware of the fact that the system was a blank canvas until we had already purchased software. Their system is very similar to Medisoft. Therefore, lack of training documents may not affect Medisoft users.

There?s plenty to desire with customer service and interface issues, but our major reason for throwing in the towel is reporting. I can go on-and-on about reporting deficiencies compared to other PMs that made it imperative to change PMs after 3 months. Anyone that has transitioned from one PM to another after 8 years of information knows that it is very labor intensive. However, the gross negligence of TotalMD made it imperative for us to research other PMs and make another transition immediately. We could not wait for AC?.. We started transitioning to Kareo last month and are very pleased with their PM (AC should have chosen Kareo). We intend to discontinue TotalMD this week.

The ability to interface with AC was a major factor in our decision to use TotalMD. After the serious interface issues between TotalMD/Apex, I was afraid to add AC interface into the mix. I would really ask more questions before purchasing TotalMD.

I?m a hospital Pharmacy Directory that helps management my wive?s practice. The TotalMD transition has really forced me to work almost 2 full time jobs. It seems like I?ve been forced to work at a minimum 30hr/wk for the last 3 months. I have been tasked with helping our biller navigate through the many TotalMD challenges. I haven?t experience any of these challenges with Kareo or our previous PM. BEWARE!!!!!

Marcus Spencer, PharmD