Greetings NewCropiers,
Yes, my last email saying we had dealt with our reliability issues was premature. Monday?s problems were precipitated by slowness at Surescripts (on the busiest day of the year.) The resulting overload on NewCrop carried over to today. All current issues are now resolved, and we are addressing all aspects...........
We fully understand the impact of our poor performance on the doctor?s practice. We are doing everything in our power to provide the reliable performance you expect and deserve. We believe that we now have a deeper understanding of our technical limitations that supports an effective action plan going forward:
? Impact of Surescripts. The prescription transmitting process has now been modified so that those issues do not globally affect NewCrop.
? Enhanced server monitoring. Additional processes are now being monitored in real time to allow intervention before service is impacted.
? Server status reporting. In the next 2 weeks, we will provide a monitoring service that will allow you to always know if we are having an issue, along with pertinent details. You can pass this information along to your doctors. Yes, we intend that you won't end up needing this, although it will head off the questions we get when we are not the problem.
? Hardware upgrade. We are, this week, starting installation of new servers to double peak capacity. This was not done sooner because our analysis indicated that transaction volume was distorted due to inefficient or incorrect use by EMRs that could be, and was, corrected. However, Monday?s combination of high volume and Surescripts issues made it clear that additional capacity was needed.(We have always monitored overall server loads, allowing, on multiple occasions in the last 10 years, seamless hardware upgrades. For reasons related to an increase in per doctor prescription volume, likely driven by Meaningful Use, our processes did not correctly indicate the growing load, and we fell behind).
Again, our apologies. NewCrop?s performance has been unacceptable, and we do understand the severe impact on you. We do share your goal of providing the best possible e-prescribing services. NewCrop has fallen short. We are now doing everything in our power to prove we can reach, and maintain, that goal.
Sincerely,
Lawrence Susnow M.D.
President, Chief Medical Officer, Founder NewCrop LLC
LSusnow@newcroprx.com
Craig Wagener
Chief Information Officer, Founder NewCrop, LLC
CWagener@newcroprx.com
