Nicole
Stay away
Customer service is subpar and always has been. Over the last two years when we tried to access the Patient tab it would spin for up to a minute before allow access. When we brought it to the teams attention they were not able to determine why it was doing that and basically said "oh well, theres nothing we can do". It was difficulty for us to access our patient tab to upload files add authorizations etc. We started storing our documents in our drive instead. We finally decided to leave the company and we requested a copy of our clients notes. We were not allowed to request that until we terminated. So a few days after we terminated I sent in the request. Its been two months since I have made that request and I still don't have our clients notes. Now we have parents and agencies asking for copies of notes and I have no access to them. I'm not sure how they think its ethical to not release our data. I feel like they are holding us hostage and don't really care because we are no longer a paying customer. These are medical notes that we should have access to. I'm not sure what entity I can file a complaint with but there has to be a governing agency. Definitely not ethical and they should be ashamed of their product and policies.
Response from ClinicSourceSep 26, 2023
Dear Nicole, Thank you for taking the time to share your feedback with us. We genuinely appreciate your input, as it helps us identify areas where we can improve our services. We apologize for the challenges you encountered during your time with ClinicSource, and we would like to address your concerns. Firstly, we acknowledge the issues you faced with the performance of our system when accessing patient profiles. We understand how frustrating this must have been for you and your team. We attempted to resolve this problem by involving our Development team, but regrettably, we were unable to pinpoint the exact cause or provide a satisfactory solution. We deeply regret any inconvenience this may have caused you and your team. Regarding the delay in fulfilling your request for a copy of your clients' notes, we understand your frustration and apologize for the inconvenience. Our policy is to process such requests in a timely manner, and we understand that the delay you've experienced has been far from ideal. We have been actively working on improving our backup processes and have recently introduced a more efficient backup tool that should significantly reduce processing times. Our DevOps team is committed to implementing this tool for all outstanding backup requests as soon as possible. We deeply regret that you feel that your data is being withheld, and we want to assure you that this is not our intention. Our aim is always to provide the best service possible, and we understand the importance of access to medical notes. We take your concerns seriously, and we are committed to resolving this issue promptly. Your feedback is invaluable to us, and it highlights areas where we need to make improvements. We genuinely appreciate your time with ClinicSource and your patience as we work to address these concerns. If you have any further questions or would like to discuss this matter in more detail, please do not hesitate to reach out to our support team. Once again, we apologize for any inconvenience you've experienced, and we hope to have the opportunity to serve you better in the future. Sincerely, ClinicSource