Home Forums Discussions Problems sure-scripts and labcorp interface feedback

I'm looking for some user feedback on a couple of the optional AC interfaces. Tech support hasn't gotten back to me on the questions I asked them last week.

We are looking at adding Sure-Scripts, but a couple of other posts have alluded to difficulties without being very specific. Is SureScripts integrated into AC or is it a free-standing application? How well does it work? What problems have people had with it?

Has anyone successfully implemented the LabCorp interface? Our local labCorp reps have no idea that it exists. We have a working eLabCorp setup integrated with our PM application (AdvancedMD), and don't want to trade that for something not yet working well.

I think Jon and AC need to "have a talk" with LabCorp on behalf of all us users. Their field reps stink, not that their bean counters give a hoot. But they need to be able to explain how this works, what it takes to pull off, and what it is like to live with day to day. Plus it would be nice if Jon could supply us all with a few wondows "snapshots" to show us what it looks like and how we will work with it on a day to day basis.....

Robert,

When I used Sure-Scripts as a test a year ago, it was very user unfriendly. Certainly, any scripts sent through its web interface could not be entered into AC. So, therefore, one would have two different databases of meds. Maybe its changed, but I don't how it could. Plus, it seems pricey, when I can bring up the script and fax it from my PC at no charge with a couple of mouse clicks.

Our LabCorp Rep (Like most Reps, Good Looking, but has no answers and can't talk nuts and bolts)came in again today, because I tried to reach someone inside their organization that actually could talk nuts and bolts. She still has no answers and still has not gotten us someone who can. Great field support... So has anybody activated the new LabCorp interface and if so how is it working for you and how is it working with AC? What is involved, what did they put on your computer or system, how has it affected your system or AC? We're a simple Peer to peer set-up with XP Pro on the main machine and XP Pro Tablet on the laptops. Would really like to hear from some of you who have actually tried the new interface... Thanks Much
Paul

it's not done yet..what LC can do is setup a bridge (LC software pulls demographics from your AC installation) and i think the interface itself is unidirectional and in beta stage right now.

We were trying to use the labcorp interface. Its hard to get up and running. First, Labcorp tech support has to walk you through installing the Hypersend software. They were really good, by the way. Then, AC has to do a few configuration things. This was a real weak link in the process. AC tech support is understaffed. They are pretty good, but they need more of them. Or they need to get the less experienced members up to Carlos' level.

The show stopper was the darn Labcorp contract that says that you can't remove the software without their written permission. I complained, and was told that we could add a statement about us reserveing the right to remove it, whatever. Now, my sister is a retired contract specialist for the Justice Department,so I spoke w/ her. She had me cross out their language and initial it. Then we can craft our statement, and also add a statement to the signature page (I think, its been a week since I spoke to her on this) referring to the spot where we deleted their statement. This is to insure they don't substitute another unchanged page. But we haven't had time to bother with it. LabCorp shouldn't have put the stupid *&^%* statement in there in the first place. We dont have time for that crap.

Anyway, the test file imported and looks great. But we havent imported a real lab yet because of the contract and now our trial period is up. th $500 for the interface is a problem right now too. Wish they would get the Quest one going. Hope its less than $500. Sorry for the rant&rave.

Ya know, I flagged that stupid "you can not remove the software" garbage months ago, posted it somewhere, but nobody seemed to care. Well I care. I don't want someone telling me what I can or can not do, to keep my Doc and her practice up and running. It's my server and my system, I'll care for it how I see fit. Could you imagine being dead in the water for days, waiting for their return written permission? Our field reps wouldn't even hear of adding or changing anything in the contract. What garbage. LabCorps field service is for the birds. Pretty smiles with no authority or knowledge. Good for you. Let us all know how it finally all shakes out.

I had a bit of an "incident" with AC tech awhile back. And I will admit that I am a bit of a pushy big mouth, so it was all laid at my feet. But you're right, they do seem overwhelmed or something. And yes, the answers the ladies gave me, didn't "feel" satisfying. Like they didn't quite understand the question, so the answer didn't fit. And you're right, that 5 minutes or less (By Phone, not the IM thing) with Carlos probably would resolve most issues. He's real good and has a calm, friendly way of handling things.

But quality tech guys like Carlos cost real money and Jon's inexpensive model only goes so far. I once suggested that he offer a few tiers of support for pains in the butt like us. I don't want to shoot my goose that laid the golden egg (AC) by being a hugh burdon. Even if AC charges an extra few hundred bucks for total support, AC would still be a bargin in this messed up market. And from what I can see, almost anyone who posts here would understand and be willing to step up to the plate to keep a good thing going.

Hockey, I cared, but I couldn't post a reply. I did note it though. That's why I saw it so quickly when we got the contract. I thought you mentioned that they came back w/ a less ornery contract after you complained. Well, they didn't with us.

I think Labcorp is sitting big, dumb and happy after getting the UHC/Oxford contract. They don't seem to notice that physicians are so against sending labs to them that UHC has had to threaten to fine physicians if they do so. Twice this year they failed to pick up our labs after we called. And we're only in April. They need to pay attention to "client relations" in a more concrete way than just sending unknowledgeable account reps out to say "send your labs to us now."

Hi there,
Good news. The Quest interface is complete. I just got off the phone with my Quest Rep and she seems more together and ready to step up and get things done. Plus she seems willing and able to get me to the tech guys to answer "nuts and bolts" type questions. So I just posted a new thread about this to see how other folks have found working with Quest. But yes, those UHC folks (which means many NYS employees, Empire Plan too) will need to keep going to LabCorp. I guess we'll just have to continue to save or scan 'em in for those folks. Let's hope that this one goes smoother.

OOOOh!OOH! The Quest interface is ready!? My rep (her name is Kelly) didn't know anything about it today when she was in. But last week we had them install a Quest computer with a software bridge to AC. It allows us to at least import patient demographics directly from AC into the online Physician Portal 360. The computer is installed in our lab. For a one-time 25$ fee, you can get a "software upgrade" with a generic requistion that will allow you to make your lab orders to Labcorp for designated insurance plans if you so wish.

Hi there!
So let me get this straight. First off they placed a computer of their own in your lab to shuffle data back and forth? This computer will then be able to talk to your computer to share results/data with AC? But most importantly for a lousy $25 they will assist you in still being able to send requistions to their competition LabCorp, thus showing a certain amount of fairplay and confidence in their own products and service? Will this other req be generated in and therefore saved to AC for easier tracking and charting? Is their import of patient data done on a patient by patient, request by request basis I hope? This way they only get the patients that we are sending them hopefully. I do want to protect my patients PHI, until we choose to share it with someone.
So did I understand you correctly? Please elaborate and correct me where needed, and thanks!

Let's see here.

Quest put a computer in our lab for no charge. yep.

We can use the computer to send lab requests and retrieve labs through their Physician 360 Portal (which we can do with our own PCs also.) yep.

The computer has "bridging" software that will snatch demographic info from AC and insert it into the lab requisition. yep.

The computer will send results directly to AC. Nope. No AC interface yet, except for your message earlier. hmmm.

For a lousy $25 (one-time fee) they will submit labs requests to Labcorp through this same computer system, showing some fairplay and confidence in their product/service offerings. Yep.

Will the other req be saved to AC for easier tracking, etc. Nope. Neither will be saved to AC until we get the real interface/integration.

Is the import of patient data done on a patient-by-patient, request-by-request basis? Yep. Why do anything else? What moron company would try to ... uh oh. Let me guess who...

I think I answered all the the questions.

BTW, is the AC/Quest interface bi-directional? That is, can you send a lab request directly from AC as well as receive results?

Wayne

Oh, I could have sworn that my Quest rep said today that for another one-time $25 charge, they could arrange to have Labcorp results come through their system.

The Labcorp interface and the Quest interface works well.

Dr P,
Could you elaborate on your experiences with these two interfaces please? What was installed on your system, how was it done, what does it take, what is Lab Corp or Quest Suport like? Are you using one or two separate softwares and or hardwares? How was AC in assisting you in setting this up? Is there one charge per Lab company or is it a one time fee to activate the interface for any and all the various labs that AC can interface with? Are you in a real server based enviornment or a P2P set-up? Has anbody out there done this as well in either of the two styles of systems. I'm personally interested in P2P myslef as that is what we are for the foreseeable future. Anything else you care to add that I may have missed would obviously be apperciated as well. Thanks much for your feedback....
Paul

We just had the Quest interface installed yesterday. It works ok, but there were some installation issues.

Paul,
We are using a server and always have but I believe AC and any of the interfaces work in a P2P set up. We have used Quest for a long time and pleased with their services and had been receiving a download into a folder on our server of which we had to manually import into each patient's file in AC. This required an MA to do this every morning and I was so happy to have the final install for the interface. We tried Labcorp because Quest interface wasn't ready and it was difficult to get Labcorp to do it right and I gave up since we hardly use them and the Quest interface was coming soon.
We had confusion between AC requiring the physician to pay for the interface first prior to having an invoice sent that Quest would pay (Jon says Labcorp gives no trouble). It is $500 but you can try it for free for 30 days. I recommend calling your local Quest Rep to have it set up and promise to pay you back for the interface. Not sure why Jon just doesn't send the invoice to Quest and let them handle payment.
Once we had this straightened out (paperwork via Quest Rep for approval) then a Quest comp tech came to our office and installed or updated the program (lightning)o our server and we were automated. They basically place a folder wherever AC told them that the interface looks for the labs and imports into each respective chart automatically. The first few times we did it took hours because it was downloading from 2 months prior and since we didn't use AC to order we had to match up names correctly. It is now a lot faster. We have had it for a couple of weeks now and while it is different than what we are used to seeing on a pdf file, it is certainly automated and in the patient's chart via 1 click. That frees up the MA to do something else. I am always for automating any process, it is certainly worth it. The Labcorp interface works same way and it is a separate fee for each lab and it is a one time fee.
If I missed answering anythinng, feel free to email me.

Belkis, one quick question. Does Labcorp pay for the interface also? I so, I sure wish AC/Labcorp would let us know these things.

We had the Quest interface installed on Wed. We had some frustrating installation issues and it took a few hours to get it running. I still have an issue, but it works.

In the end, there is a Quest file installed in the AC folder and labs are downloaded to it. Just to to File/IMport Labs and import the labs. I found 1 bug and 2 complaints.

1) The Bug. On the imported labs, if you click on a measure you then get the option to click on a button to "graph it." Sound like a great idea. But it doesn't work. I got an error message and it shut down AC.

2)Complaint one. Occassionally, the lab can't be matched up with a patient (misspelled name, patient put in twice but cant be deleted,). The interface forces you to try to resolve this right then, and wont proceed until you do. I think that these labs should be automatically placed into an "orphaned labs" folder and skipped. The rest of the labs should be imported, and the system should then alert the user that some labs could not be matched. You can then go to the Orphan folder and resolve any unmatched lab issues.

3)When you open the lab, the window is at a fixed size. Can this me modified so we can change the window size. We'd like to open it up to full screen.

4) Importing the labs is slow when I compare it to importing data into other programs. You import 10 labs and it takes about 5 minutes. I'm used to importing data into something like Excel or Outlook or Palm Operating System, and it imports almost instantly (once you 'map'it.) Is there anyway to speed up the actual import.

Other than these issues, the interface is so far working like a charm. One more manual task eliminated.

OK,3 complaints.

Hey guys, thanks for the answers. So it is two separate interfaces, right? Which means it is two separate fees, right? But Quest and LabCorp get you back for them in a few days or weeks, right? Got it straight so far.

So is this just the activation of another part of AC? Or is this two separate companies, installing two separate programs on your system? If they are two separate programs, are they running all the time or only during download time of the approximate 5-10 minutes? We've got RoadRunner, might we fair better? Worse, about the same???
If running all the time does it tax the system much? Again we are P2P and our main machine is getting a bit long in the tooth finally after many years. I'd like to know because I might go grab some extra ram or something just in case if they are running most of the time.

Lastly, after they download to general download folder do the labs get sent to their respective AC chart and patient and into their imported items section and folder of the patient's chart with that specific patient's chart number? Except obviously for those "orphan" labs you mentioned. Does a copy always stay in the general folder as well or does it clean itself out everday that you download labs and boot AC? Just want to know where my labs are in case we ever have to change platforms for some reason.

You seem to have said that they come ala PDF format, so they are always useable in that form if we really needed to access them in some other way? Do you feel like the "fixed" window will be ledgable enough for my fairly blind wife to read on her wide screen 14" Gateway convertable tablet? Could she read them directly with Adobe if need be?

We too could really use the efficancy that would come from automating this process. So we are anxious to try it out, but then there was a lack of communication between us users and AC, and the labs (both of them) as to how this all works. So we never moved ahead waiting for a few other brave souls to go first. It would be nice if these companies would communicate better with their customers. In the end, it is certainly in their own self interest to get this going. Both the labs and AC.

Thanks for taking the time to explain it all and to answer this 2nd round of questions. Keep us informed as to how it is all working for you. Have a great weekend...
Paul

I have tried to use the Sure Scripts but it does not integrate the drug list into AC. This actually complicates the whole process.
Additionally, the Sure Scripts interface is not user friendly nor is it intuitive. My renewal for this is up this month and I am going to pass. It might be easier to print the prescriptions to fax and fax them directly to pharmacies. I have not tried this yet.
Hope this information helps.http://amazingcharts.com/ub/images/icons/default/thumbs_down.gif
thumbs_down

ragdoc

ps I even called Sure Scripts and they claim that one of the problems is the AC interface goes through a 3rd party.
I have not verified this with anyone at AC.

Well, I'll answer what else I can right now, which ain't much.

1) I don't know if Labcorp ultimately picks up the $500 activation fee. Quest does. I am waiting for someone to tell me about Labcorp,but i dont think they do.

2)Both labcorp and quest will install a program on your computer. This program will go look for labs at specified time intervals. Labs are downloaded into the Quest folder for quest.

3)When labs are imported, the original files go to a backup folder w/n the Quest folder. I dont know how long they stay there before being deleted.

4)You must manually select (from the main AC screen) Import labs for labs to actually be imported.

5)Imported labs go into the imported items section under Labs. The doc gets a message from LABEDI (i think) informing him/her.


Thats all I know so far.

I thought I would add my limited experience here. There will be more to come soon.

I have used LabCorp for my lab service for four years, and they have been a good lab service. They put a computer in my office four years ago, free of charge, to order my labs through. They also provided phlebotomy supplies, tubes and a pretty good centrifuge. We just charge for specimen collection, and LabCorp bills the patient for the labwork. We have never had any kind of a contract. That system has worked well for us for years.

When I told my rep that I wanted to try the Amazing Charts interface, he found me someone higher up the chain of command that knew what I was talking about. She faxed me a contract to set up their half of the interface.

I reviewed the contract with an attorney of my acquaintance, and he said it was a terrible contract, entirely one-sided and draconian on their part. For what? The use of some software? It's the same data transfer, we're just printing it to pixels instead of paper.

The contract struck me as just another example of the ubiquitous legal CYA statements in our present litigious society: extreme and unnecessary, evidencing corporate paranoia. It's worse than the jar of peanut butter that says "CONTAINS PEANUTS" in bold print (in case you are stupid and extremely allergic). It's more like having to sign a waiver at KFC before they'll let you unwrap your spork: you are very unlikely to hurt yourself, but if you did somehow manage to put your eye out while shovelling cole slaw, there is no way they would owe you a dime.

It offended me in principle, but try as I might, I couldn't dream up a nightmare scenario where I could get into too much trouble, and I was impatient to get started so I went ahead and signed it. I know, I know. I'll keep you updated.

Another thing that struck me as odd: they want me to keep their present computer system in place "as a backup in case AC doesn't work". I complained that I had limited counter space for computers and they said I could use their monitor, keyboard, and printer, set my tower by their tower and use a switch from Radio Shack to select which tower I wanted to use.

That has been about 3-4 weeks ago. They said it would take six weeks to get it set up, so we're still on schedule! I'll tell you more about the service as it happens.

We had a delay in the Labcorp interface because of their contract. Most of the stuff in there didn't bother us, but that one statement that "We could not remove their software w/o their consent" made me just lose it. I think I actually cursed at the rep (I was pretty offended).

We ended up striking it out, and adding a paragraph on the signature page stating that only the document with the initialled changes are valid (in case they wanted to substitute an unchanged page).

I held onto the contract until last week (a couple of months) before sending it back. So now we are waiting, but we tested it initially and it worked with test data.

Quite honestly, we have been quite dissatisfied with Labcorp. The rep is nice enough, but the rest of the org. seems pretty sloppy. We've even had them fail to come pick up labs after we called.

Quest had previously installed a Quest computer free for us also. To my knowledge, the AC interface is only one-directional, so we'll still use it to send lab requests.

Hi Paul,
I can certainly understand your confusion and feel your pain. It was grueling and painful but I will tell you everything and how you can avoid it.
Do you currently get results from Labcorp and Quest in electronic format? Do you use both labs?
I would use the trial version first. I did not use the trial version for Quest because I needed automation in any form or fashion but I used the trial version for Labcorp.
For Labcorp, they had someone come in to install and set up how to order labs via internet. But then there was another download on the server of a program that runs all the time in order to be able to accept labs automatically or you can manually turn on and off. There was a folder installed in AC, simply called Labcorp. So they did a few tests with me but there was something that was not functioning, they were to get back to me and never did. The trial expired. When I tried to use it via the File/Import Labs via AC it said that we did not have an active account so we could not test anymore. That was over a month ago and still have not heard from them. Since we hardly ever use Labcorp, I did not spend any more time on that.
For Quest, the biggest problem was getting Quest to install anything without an invoice. First , a tech came and verified that we had accounts and were able to order and I thought that was it but, it wasn't and our rep did not know any better. So I kept buggin AC and our rep and Quest wanted an invoice from AC, AC did not have an invoice ready and told me to purchase it first by clicking on interfaces and Quest had to install software called "lightning". So then I purchased interface and then told Quest rep that there is a software "lightning" that needs to be on our system so that the interface can work and he then knew what to do. This takes coordination between the lab and AC. Then Quest updated our system with their latest software that does not run in the background or all the time and in addition, Quest has a dedicated computer in our lab that they support. You can only order labs or retrieve results from that computer. After that, we could import labs.
I really don't see anything running in the background on the server and if there is, it is taking up minimal memory space. I think you can set up with your Quest rep how often the labs are reported a day.
It works great now! Oh, by the way, the view of the labs now with the interface is different (it used to be pdf prior to interface). It is in style with Amazing charts reporting, and you have to often click on see notes to see the results.
I would recommend starting process ASAP by telling your Quest Rep that you need the lightning program installed per AC and how soon can you get that? Also, you need to click on trial version for the Quest interface. And then call AC and support will make sure everything is good. Quest can also talk to AC support while they are at your office.
It is 2 fees and 2 separate installs.
I am not familiar with roadrunner so cannot comment.
The interface is working great with automatic download into each patient's imported items. I believe it works by matching name and dob. Quest is currently working on a bridge for us to not have to manually put in the information for demographics for new patients. ( We are still using our old practice management software -eMedware- to bridge with Quest for ordering for the past year.?)

Keep us posted and Good Luck!

Dr. P,
Thanks for that very long and detailed explaination. It is much apperciated. So if I understand you correctly, then our demographic info does not x-fere over from AC to the Lab interface for the ordering of labs on "new" patients. But it also seems that once a patient is in their system it no long needs to be entred every time, so it is a one time entry at least. Is there a way that allows you to know who has been entered already and who is new to the system or interface so you can easily figure that out and not double your work or not make more duplicate patients? If a patient has been a patient of theirs (LabCorp or Quest) already but not thru the interface do we need to enter their stuff the first time or are we sort of on-line with their server and can we find our already shared mutual patients? If not has this sort of thing lead to any confusion in the system? Is that what the bridge thing that they are building for you is all about?

So what format are the labs in once we get them? Are they on a "windows, AC like" screen with data fields filled in? In one way this might be nice as it allows the program to track and crunch numbers and data if properly set up that way to do such. But, it now has our labs in an AC only useable format which in the long run concerns me after certain other issues mentioned earlier this year. As I'm sure this would concern certain other folks on this board who are equally concerned about data and chart control. What format are the labs in, in that back up folder?

I guess I would like to know whether or not the lab will always maintain a copy of the data at their place and on their systems, so if we ever needed to import our data in a new format, that such a thing would be easily possible. But would they have the results linked by providers so as to be able to provide us with a file or two with our complete set of patients and their results. I think I am reaching here unfortunately.

Do they really have to re-invent the wheel everytime one of us comes on line? I would have thought that those at the helm of this on both sides would have put more thought and worked out the bugs. Also as noted by others that both sides would have made the process clearer and guide us thru it better so as to avoid issues and make things smoother for us and them. It's sort of like each and every user has to poke and prod his own way thru this whole set up thing. Very strange. If one is going to bother to design and impliment such a nice thing, then why not also design a proper step by step set of proceedures that all sides can easily follow? But such logical questions have gotten me in trouble in the past, so what do I know.

Well thanks again for all your assistance and insight into how this all sort of works and plays out. Keep us in the loop as things develop....
Paul

Paul, I understand your logic and questions.
The lab always has their copy and can easily be looked up when you have any doubt in their system which is online. I am not sure how long they keep it but it is at least a year and most likely longer. You can set up with Quest anyway you like, we still have paper reporting as a back up at their expense, so why not.
I haven't looked at how it is stored in the AC folder and assume it is stored in much the same way as it was before. It is a file with numbers and date and when we opened them before, it would open as a PDF file, not sure how it opens now since the interface. The bridge they are building is to link the demographics in AC with the Quest requisition page so that the MA only needs to put in an account number and the patient with demographics is populated on their screen. We have this set up currently with our previous PM software, eMedware. Quest had it already at the time and unfortunately, we are still using it for new patients. I hate this and am anxiously awaiting the new bridge between Quest and Amazing Charts or Avisena and Amazing Charts, whichever comes first for me. Duplication of work is never a good thing, it is a waste of time. Now, you assumed right that it is only done once, when the patient is new, but when the information is updated, I have not thought about is it updated in the Quest system. Quest did tell me that since I was the first one they set up the interface for, they have since had another practice and it would be a lot easier for that practice. It seems that is is regional and very dependent on who you are talking to at Quest. Not everyone seems to know what is going on but that is in other things at Quest also. With Labcorp, let me just say, I don't even want to talk about it, I gave up. Maybe someone else has a more positive experience they can share.
By the way, no duplicate patients in Quest, they keep track of that. You can look up people by name or account number.

Has anyone had problems with keeping their Quest & Labcorp interfaces active? I'm going to have to email Jon and ask for my 1-month old Quest interface to be reactivated, even though it was supposed to have been changed to a 3-month trial period back in version 3.6.15 to avoid problems due to "invoice delays."(I checked the update log on the AC website). Also, Quest & Labcorp haven't yet been invoiced for our interface so they can pay for it. Seems like some "growing pains" AC is going through, which is normal, but its frustrating.