Home Forums Discussions Problems After two weeks I still can't use ePrescribing

I bought Amazing Charts two weeks ago tomorrow (2/22), and immediately went through the registration process to activate the ePrescribing module, including faxing in the appropriate licensing agreement. Online it says to contact AC if I haven't received an email within a week. When I hadn't, I did. I was told that it can take up to two weeks to get approved for ePrescribing since there is only person, Dr. Bertman, in the whole company that can do this.

And now, when I contact support again, I'm asked to resubmit my credentials again. It seems that Dr. Bertman has been out of town and no-one knows what happened to my application.

I am absolutely flabbergasted by the fact that only one person at AC can verify credentials, when any Tom, Dick, or Harry can check my license number and information on a public website maintained by my state's licensing board (WA). Time to delegate Dr. Bertman. And if your web form states a week, then it ought to be a week.

On a plus side, support has sounded really contrite each time I've talked/chatted with them.

Hang in there, it is going to be worth it!

It was a little tough sledding in the beginning to get it all to hang together and every thing to fall into place.

I am the only doctor I know at my hospital who doesn't hate their EMR. You picked the right one.

First, and sorry for my opinion, but I think it's not a great idea to vent your issues on the board. I have seen it several times, and it never is productive. Please forgive me.

This is not my experience at all. While Jon personally sent me my code for prescribing in general, I am not sure if gave me my activation code or not. I would seem silly for him to be the only one to do this when there are plenty of people at AC who should be able to.

My suggestion would be to ping AC and talk to a tech support person. I would explain the situation and in a nice way tell them I am not getting off chat until I get my activation code. If they have to reach Jon (if that is the case) and he has to log in remotely. Tell them you just bought it and feel like changing if they can't come through with such a simple request.

I think the combination of being pleasant to them while letting them know the only option is to get an activation code then or within 24 hours. GET THE DIRECT EMAIL ADDRESS of the tech your talked with and let him/her know you will check back tomorrow. Copy Jon if you want.

Sorry for the venting. However, as silly as it seems, it has been made abundantly clear to me by all support folks with whom I have talked, that Jon is the only person who can verify credential for the purpose of ePrescribing. I truly was amazed at that fact.

Support has been very helpful, and, despite requiring me to re-submit my verification application, truly apologetic for the process. I was told that I should have my code in a "couple of days" and decided to wait a couple more days before emailing Jon directly.

This process was in such stark contrast to my interaction with AC during my trial period that I brought my frustration to the community.

Support can be up and down. I would vote emailing him directly if you don't get the number.

My partner and I ordered AC about 4 weeks ago. It took one phone call and we were certified up and running in 3-5 days! I am a happy customer and so far the system is working out great albeit we are still crawling before we can run. So far,so good, thanks to AC.

Yes, it's true. The ePrescribing applications still go through me - and I'm certainly the bottleneck.

This is not by design, but rather a remnant of how Amazing Charts started - when I did most everything around here including support, programming, and billing. As we've grown, I've passed much of the support, development, and administrative to our great employees.

Alas, ePrescribing applications (and billing changes/refunds) must still go through me until we are able to rebuild our internal processes to ensure they can happen more smoothly, yet with the necessary due diligence needed for these aspects of the business. While I would love to get these off my plate, the reality is that it takes administrative and development hours away from what I believe is much more important right now - namely getting Practice Management and other features you have noted herein - into Amazing Charts.

Just like prescribing a medication, it is all about the risk vs. the benefit; currently I feel there is a lot more benefit to having Amazing Charts staff working on other aspects rather than something that works - albeit sometimes a few weeks slower than is reasonable.

Jon

I hate to beat a dead horse but I'm in the same situation. I had e-prescribing though antoher EHR but a couple weeks ago I lost the ability to do e-prescribing as I dropped that vendor to change to AC. Unfornately I hadn't been using the G-code to get credit for all the e-scripts that I have already done. So I was hoping to do that with AC. Now I am in a situation where if I don't get approved and set up to e-prescribe soon I will face the e-prescribing penalty. I sent in my application about 2 weeks ago, no response yet and I haven't been able to reach ANYONE at Angel support for days. No one has returned any of the 4 messages that I (and my staff) have left since about this time last week! This is really strange because initially I could always get someone in support very quickly. Now I just get an answering machine and no one has retrned my calls. I've also been trying to setup up lab integration with the 2 local lab vendors but that apparently requires AC support also. If I can't reach anyone at AC directly, what other avenue is there except to chime in on the board and hope that tech-support checks in on the board from time to time?

Ron

Ron,

Do "Live Chat"

...best way to reach them...

Neil

Think this may be part of the issue?

(From Facebook)

Amazing Charts
Amazing Charts will be at the Sands Expo and Convention Center (Booth 8111) in Las Vegas, NV for AANP 2011 June 23-25!

You were so correct! I was able to reach a person with live chat within 30 seconds and the tech was able to resolve most of my issues in about 30 minutes. Thanks for that suggestion!