A good example of a perfect thread as far as on topic. I say that to be helpful, I hope. So, here are my thoughts. And, I understand completely why users use the
Shout Box, so I won't go there.
First, I don't think AC is generally at fault. While True/True unrelated could certainly apply, we have only been down one day in the entire time we have used ePrescribe. As far as I can recall.
My sense is that NewCrop is down 80% of the time and SureScripts the other 20%. That is just based on intuition.
There have been a few posts that this is a big time-waster. There is no argument here. But, what did we do before ePrescribe. We printed and gave it to the patient. Or we faxed it. No bragging but we can fax directly to the pharmacy, albeit we have to print to PDF first, so not that great of a time saver. Another AC bug. I'll email them. Should be fixed next update. Or just write the pharmacy on the chart, leave on the door, and the MA faxes. Which is what we do as either state or Federal regulations won't allow us to hand a paper script to a Medicaid patient. They may write clavulinic acid at the end of amoxicillin to get Augmentin. The pharmacies usually catch it. Certainly, not as efficient as ePrescribe. I guess if my power is out, I don't keep flipping the light switches. Ironically looking down the road to see if my neighbor's lights are on is like looking at the Shout Box, so I am wrong there again. smile That was just a reference to trying ePrescribe all day long when they are down. Just an observation, lol.
I have a question, since I can't try it since I am not down much. Could someone, just for fun:
The next time ePrescribe goes down, bring up the medication and put a "." at the end, which will make it non-codified, thus unePrescribable. I wonder if it will fax. I imagine it is on the same network, but it would be interesting.
This is an email send to me from NewCrop. It was also sent to a certain company. I don't think it is confidential or sacred. I would strongly consider emailing them. I suppose I would push for not only a better product, but as Donna has mentioned, we need better notification. I think I may know why. Allscripts sends it directly. When NewCrop goes down, they notify AC. When Surescripts goes down, NewCrop notifies AC. It is transparent so if Surescripts connectivity isn't working, then ePrescribe just doesn't work, and you will not know which one. I am not sure which is responsible for making Brewer work and Philadelphia not other than local infrastructures. There was, at least it says, a Cyber Monday issue. There is also a better email address to use. She is extremely helpful and quick to respond. I do think, even though we have had some support staff come on, we are not getting enough or consistent feedback. And, personally, I don't need to know it was server #5 that went down, I would just need 1) not working, 2) estimated down time and 3) working.
I am not sure it is fair to ask AC to refund money for another vendor's fault unless it was ridiculously long. It was also coincidence that after three years, when the price went up, NewCrop/SS went down. And, I can't say too much, but there is effort there.
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
Here is a personal email from Wendy Farris:
Thanks for getting back to me. I appreciate it. If you do happen to know the fastest way to know if the system is down, please let me know, other than the script just not sending or getting the Win 7 green circle of death. Your EMR is notified by NewCrop that the system is having issues, they then notify you. Does Surescripts go down also, and, if so, how can one tell the difference It?s hard to tell the difference. Rxs will leave NewCrop but you will see them fail because Surescripts is having connectivity issues. Rxs leave NewCrop connect to Surescripts then to the pharmacy. If there are issues with Surescripts, NewCrop notifies the EMR than they are to notify the providers. .
Is there a comprehensive article or white paper on how the ePrescribe system works? There are write ups on the NewCrop Admin page on how Newcrop works. You may also want to go to our website
www.newcroprx.com or also
www.surescripts.comHow does NewCrop and Surescripts work together? Surescripts is the connection between AC/NewCrop and the pharmacies
Thank you,
Wendy
Fax: 484-348-8153
Director Customer Support
NewCrop, LLC
wfarris@newcroprx.com
This is a tip I posted ten days ago, which never got any feedback. Again, due to low volume of NewCrop or Surescripts down time, we never get to try things much, but we still use it. It can be of some benefit.
You go to AC on either the MA's desk or the Receptionist's desk, and go to the main page of AC. Click on ePrescribing, then Prescription status. Slide the window to the far left so you can still see the status columns. Refresh it every ten minutes and notify the provider if a medication is still queued or whether it is Electronic / Verified. We have trialed it, and if a pharmacist calls to confirm a prescription, it is right there. May be helpful.
