From the beginning of our professional relationship with Care Cloud it was clear that Camp Lowell was sold a product that does not meet the specifications promised to us when the decision was made to convert to your system. Care Cloud is not capable of working for an office like ours.
Camp Lowell Staff was never told that Care Cloud has a very out dated platform called Adobe Flash, and because the whole Care Cloud software system is run off this antiquated platform we were never able to establish the appropriate work flow. After numerous calls with Care Cloud executives assuring us that this problem would be fixed, and that Care Cloud was currently using their “updated” system at “a few beta locations’ It became clear that we were flat out being lied to! Come to find out Care Cloud wouldn’t even have this new software/platform ready until sometime in 2020 and that NO beta sites currently exist!
Our office has suffered a huge setback because of Care Cloud, we have spent countless hours trying to manage this system. We are unable to send correspondence to our referring providers because your system doesn’t have the capabilities we were promised. This was the number one question we had when researching our options with Care Cloud and other EMR Companies. Hunter stated that sending and creating letters would work perfectly with your system. We have tens of thousands of dollars in lost revenue because we are only able to see half the patients we normally see in a day. I have had to pay thousands of dollars in overtime to employees to manually add all medications lists, family history, problems list and more. We paid your company $16,250.00 to do a conversion that took all the patient information from Athena and dumped it in one location in Care Cloud! Sharon Palacios, one of your enrollment coordinators did not set up our ERA correctly, so my biller has had to find and print all the remits and post them manually! Again, countless hours of overtime. We have never been able to send and receive prescriptions through Care Cloud. I have had to have my MA’s fax them by hand. The list of glitches goes on and on. There are cases created on October 16,2018 that are still there with absolutely zero resolution! My mid-levels are unable to co-sign and if we use the work around then the mid-levels are unable to send a prescription.
One of the most disturbing problems is we have been advised that there are very serious safety concerns around Adobe Flash being adequate to protect our very private information. Safety of our EHR is a major concern.
The above is just the short list of issues we have had with Care Cloud. You are no doubt aware that we have stopped using the clinical side of Care Cloud. We have contracted and are paying for services from another EMR provider. As per our conversations with Care Cloud executives, who assured us we would not have to pay for two EMR’s concurrently. We are fully expecting that you will honor those conversations. CLC will need access to our information in Care Cloud (that we have already paid for) for a few more months, after it is determined we have all the needed documentation and billing, we will go our separate ways.