Unified Practice - EHR Agenda

Before I get to the biggest slap in the face and immature handling of our clinic patient files, every week for years there was an error on the phone app. The response was take a screen shot and we will “escalate” it. No reason to send the screen shot over and over of “server error” with and X. They know it and I know it. It was the same error when trying to book or save appointments. You don’t want to use this app if you want to book patients smoothly. Go read the other reviews for the glitchy details. After years of suffering through glitches and backed up tickets that never got resolved as well as having intake forms done incorrect and having to pay extra for the incorrect forms… oh and don’t think about sending patients different assessment forms, you need to send them all at once and only one time. When asking for patient data to include all financials, appointments, notes, superbills etc… I had to select between a standard and custom form that doesn’t differentiate between exactly what the clinic neeed. Over dozens of emails and phone calls asking for all data(wich belongs to the clinic) they dropped the ball and made the process unnecessarily long and overdue. I had to extend a month just to get the data. If you are an accupuncturist and want to build a respectable practice with solid systems for yourself, staff, and community DO NOT GET UNIFIED PRACTICE AS AN EHR. Go with Jane or Acubliss. I finally spoke with some one after I ver a two month process who listened and did apologize but the damage of time distraction and confusion had already overwhelmed me and my practice flow. I can only pray for myself and this company that we see clearer in the future.

UP has a lot of functionality that I don’t think other EHRs have, but it doesn’t always work, and there are still a lot of areas that need significant improvement. I’ve been using UP for a couple years and it feels like I’m constantly messaging support because of glitches or because I need to do something and it turns out there isn’t a direct way to do it. i.e. wrong date filled in to insurance forms, wrong data sent to payment processor causing issues with payment processing, email lists filter not working, inability to download email lists without going through the constant contact integration, inability to modify automated sms content. They also just switched from a chat window app for support to a “submit a ticket” system and I’ve received error messages both times I’ve tried to submit a ticket and had to email them instead. From the beginning I’ve also hated that there are certain charting tasks that you have to do from the iPad app - I would much prefer to do all charting from a desktop but that’s not possible. Also, when you are in calendar view and click on an appointment you cannot go directly through to their full chart. And viseversa- when you are in patient list view and click on a patient you cannot do scheduling tasks; you have to make a note of when their appointment(s) are and switch over to the calendar and look for the appointment you want to change. The app for mobile phone has VERY low functionality. You can schedule, reschedule and cancel appointments but not with all the functionality you have on a iPad or browser, and it’s constantly showing error messages despite being being updated to the current version. I keep hoping that the system will get better and I won’t have to transition to something else like Jane App but so far it’s not looking great.

The agenda app won’t upload half of the time, giving and error message instead. It is supposed to syn with iCal though Google calendar, but doesn’t. They said they are waiting to be approved by Google, and then it will be able to link to ICal, but in the 5 months I have been with Unified Practice there is zero change. The lack of ability for patients to view all of their scheduled appointments - or any of them - is another drawback. They said this was to be added soon as well, but no timeline. What is the use of an online scheduling tool if patients cannot login to view their scheduled appointments? The only way they can access their appt is from the link they are sent when scheduling or getting a reminder. If that is lost... then there is no solution. Not very well thought out. After going though all of the trouble to set up with UP just 5 months ago, these issues are enough to have me shopping around again or consider going back to Office Ally - the clearinghouse through which my billing still has to go through anyway, 2nd hand from Unified. The only thing I really like is the intake forms which are fairly seamlessly sent to patients. But the rest just isn’t making up for it.