CASE STUDY: Total Primary Care
Since it opened two years ago, the concierge medical practice has used electronic medical records (EMR) exclusively to achieve Stage 2 Meaningful Use (MU).
Manager Nikie Micheli says the exceptional support they have received from Tangible Solutions has made a tremendous difference in their commitment to adopt leading-edge technology. “We’ve found their customer service to be very personal and responsive and their people extremely knowledgeable,” Micheli says. “I know if I call Michele or Montez with a question, they will know the answer. It normally only takes one phone call. On those occasions when they do need to call me back, I can count on hearing from them within two days.”
Total Primary Care uses eMDs through Tangible’s Happe-MDs service, as well as the scheduling module, electronic scripts and a fax gateway that enables faxing directly into the EMR. “We’ve never had any issues with any of Tangible’s products. They are also a great liaison with eMDs,” Micheli says. “Everyone is always eager to help me resolve issues with them. For example, I was having issues with getting the new Crystal Reports software installed, and I didn’t have a contact at eMDs. Montez was phenomenal in helping me get a call through to them, rather than waiting for them to call us. Thanks to her, we got resolution within a week, without interrupting our workflow.
Access Today, Growth Tomorrow
Micheli is particularly appreciative of Tangible’s dedication to letting her know in advance about the timing of software updates and maintenance service, making sure downtime occurs at 3 a.m., or other times that won’t inconvenience the practice. She says nobody likes surprises, especially the receptionist who depends on the system to schedule patients the second they call, and Dr. Williams who relies so much on having hands-on access to each patient’s electronic helath record right in the examining room. In addition, the scalability of Tangible’s products means Total Primary Care can grow without worrying that their information systems can’t keep up.
“I have such high satisfaction with Tangible Solutions’ skills in getting resolution and maintaining transparency,” Micheli says. “I am confident that they won’t do anything to interrupt the workflow of the office. Their responsiveness also means our patients never see us struggling to get access to our scheduling system or medical records.
About Total Primary Care
Total Primary Care is a concierge medical practice dedicated to the idea that great communication with a physician and his or her practice is a precious commodity in today’s healthcare world. The center’s location on the Johns Hopkins Sibley Memorial Hospital campus in Washington, D.C. allows patients access to cutting-edge technology and some of the best medical services in the country.
About Tangible Solutions
Tangible Solutions is a premier healthcare solutions provider serving practices of all sizes throughout the US. Our Happe-branded services offer a range of solutions for physician offices, reference labs, state registries, imaging centers and many other healthcare service providers.
Whether the need is to enhance an EMR system with patient engagement functionality, provide interfacing to other providers or registries, or help achieve maximum incentive payments from value-based programs, our staff stands ready to meet your need. Our success and growth is rooted in a deep commitment to providing outstanding customer service and support. That means we work to develop a lasting relationship as your trusted partner, ready to take on the technical challenges you face every day.