A medical practice with three doctors and three separate office locations was experiencing substantial problems with their computer system. They wanted to implement Electronic Medical Records, but first needed to have a stable computer system and a provider to manage their system.
Users were experiencing problems opening the practice management software. When the program did open, it performed very slowly and often crashed. The computers were very slow. The connection with the remote offices had been down on several occasions for more than a week. The front office staff used a paper calendar to schedule appointments for all three offices which resulted in missed appointments, reschedules, and confusion. A staff member tried to modify the settings on their workstation and accidentally deleted three months of billing information, which could not be retrieved.
The technical problems included licensing issues with the file server and practice management software. Users had unlimited rights on the system and were able to install software and configure the entire system. Viruses were present on almost every computer. There was no anti-virus software. The remote access server had substantial security compromises. There was no backup system to recover files in case of a disaster. They were not HIPAA compliant. Half of the computers were operating an outdated version of Windows which was not fully compatible with the network setup, and some were running Windows XP Home Edition. The lack of system management prevented the practice management software from functioning properly.
We set up a Monthly Service Agreement with a Service Level Guarantee. First, we removed all viruses and restricted staff access to the system and the practice management system. We standardized all of the computers with Dell and Windows XP Professional and installed Active Directory and anti-virus software. We implemented a backup system and implemented procedures that were HIPAA-compliant. We configured the new practice management software with Electronic Medical Records. Today, the computers perform quickly without viruses, all of the scheduling is done electronically, the remote office connection is operating properly, and all system issues are resolved expediently with remote desktop support.