Greenway Health

I have called my rep several times and she never called me back. Emailed her and still no response. I was given the name of another rep and still no response via phone call or email.

I had already decided to leave the company by end of March 2020. Due to disruption in office and having to shut down medical practice, I asked for extension to be able to have access (not use the system but just have view-only access) for myself and staff for 30 additional days and they came back with a quote of almost $8K.

This is AFTER having paid them almost that amount to get a data extraction done (and had to pay for the hard drive for that myself)

Implementation was lousy. I was given the same resources to implement the system for 4 practices, that they would give to one practice.

They have lousy GRS services. They claimed to know Surgery center and mental health billing and did not.

Multiple team shifts in the 1.25 year that I was with them with non-existent hand off.

They do not tell you in the sales pitch that they are not truly cloud based or web based solution.

You use Remote desktop connections and that is lousy.

They give you no help for MIPS and tell you to pay more for their MIPS consultation services. I was given templates for 2018 MIPS documentation for implementation in 2019 so lost big time in reporting for 2019

The Worst EHR and billing mistake.

There's nothing inherently wrong with the product (I presume you're talking about Intergy?).

It's been around for a decade and is well developed. Unfortunately, it's been passed from WebMD to Emdeon to Sage to Vitera (Vista Equity Partners) and now to Greenway.

I worked for the Midwest Region when it was still Medical Manager and Intergy didn't exist yet. I left about a year and a half after WebMD.

Every time the company went through a transition, support went down hill. But this was magnified 10 fold when it became Vitera.

People with 10, 12, 15+ years of experience with the product and, possibly more importantly, the customers, were let go. Sometimes in the middle of an implementation. We probably had 3 different project managers when we upgraded from Medical Manager (11) to Intergy (7.10). And then again when we were going through a merger with another doctor's office and had to blend two intergy databases into one.

Support went downhill immediately after our upgrade and never truly recovered.

I remember going to Vibe and talking directly to the VP of support services and having him look at me with surprise and disbelief when I talked to him about months old cases that never got call backs.

Things did improve slightly after that but not much.

Then they let their field services people go and don't do onsite tech support any more.

Now with this Greenway/Vitera merger, support is pretty awful again.

I thought WebMD was the cat's meow back in the day. It was a great company with a product I could stand behind. Great support and smart people to reach out to.

Now? I'm embarassed to have recommended Intergy to other potential clients.

We signed up with Vitera for EHR services 1 year ago with the promise from them that they would have us live by Dec2012. In Nov12, when they knew they were nowhere close to starting and after a dozen phone calls and emails that they never returned, we were able to get a new project manager assigned.

In Nov12, she promised that they would be ready to go with software training completed within 7 weeks. To further that, they claimed the delays causing them to miss the Dec12 date were the fault of our billing company, when in fact Vitera had fired 4 long time implementation personnel in favor of hiring kids out of college that didnt know the first thing about the product. In any case, fast forward several dozen excuses and it was April2013 and still they had done nothing other than connect our office to out billers office via VPN. The deal said they were to install the software on our computers, but rather they decided to have us use Remote Desktop to reach a remote server at another Vitera clients office.

In any case, that connection never worked and would fall down day after day. As a result, our staff was unable to train with their trainer because we could not access the software...throughout this 4 week troublshooting process the Vitera project manager blamed the hardware at our office because (and to quote), "you (we) did not purchase the hardware thru Vitera". In the end, they finally figured out that the people they (Vitera) sent out to install the VPN, had installed it incorrectly. This was a final straw and we cancelled our deal with them after 10 long long months with nothing other than us paying them $29k.

At this point they claim no wrong doing and are not in breach of a contract that says they will deliver software and licenses to our location, and deliver 100+ hours of training-- they delivered no software and training (roughly 7 hours) was little more than watching a demo. We are in the process of filing litigation aganist Vitera-- DO NOT DO BUSINESS WITH THESE PEOPLE-- THEY DO NOT KNOW HOW TO COMMUNICATE INTERNALLY, AND IN NO WAY CAN THEY DO SO EXTERNALLY TO THEIR CLIENTS, TREATING CLIENTS LIKE THEY ARE THERE ONLY TO PAY VITERA

Vitera has fired the technician portion of the support. They now expect us to be puppets, clicking searching trying to install, uninstall....

but raise our bills by 3%. so you pay more for less support. time we all stick together and file class action on vitera for poor service.

You now have to launch itivity, they have you sit with an untrained technician, and hope for the best, last time we had a problem we were down 4 days in our imaging. we have had cases in for 6 months and no one has addressed the problem since they fired all the senior employees

The company constantly states that you can not get out of your contract. After being a customer for many years we worked to end the relationship and upgraded to our medical office to a better Electronic Health Record provider.

We negotiated the end of the contract with SAGE / Vitera before migrating to the new product. We ran the systems side by side for nearly a year and then called to finalize the relationship. Sage / Vitera then changes their position. They begin to refer back to the original contract and are unable to locate the current contract.

They are a moving target. They have an inferior product and they obviously know it.

1. Written by Danij on April 12, 2012 from -, -, US

I am still trying to get customer service on the phone! I was directed by their site to contact my Client Relationship Manager....Which has changed 4 times in the past 2 years... but now, there IS NO CRM listed on our screen anymore! You are promised the best in product inhancements but this seems to be very untrue!!! I was disappointed with service from SAGE and thought Vitera would be a good change....I need to be careful with what I wish for!!! Emails and phone calls ignored and loss of IT porduct interface creation ability is what you WILL get with Vitera!! The goal of EHR is to eventually graduate to a centralized health information exchange....but...wait for it....Vitera can't create the interface needed to accomplish this!!! what a joke!!!!

I would love for Vitera to prove me wrong and actually come through with the product but I don't see it happening. WOW!!!

Wanna waste a HUGE amount of time, resources and money......then yes. Choose Vitera for all your healthcare needs!!!

This medical clearing house is horribly disorganized! The left hand cannot even guess what the right hand is doing.

I had called in repair request after repair request for over a month and a half only to be told a different story each time I received a solution. Finally, now that our medical practice is ready to fold due to lack of revenue, today I'm being told that our account had been cancelled in mid December due to the lack of payment of our support bills. This is interesting, because all of our support bills have been paid, and I have hard copy proof of it. Yet, the first person to whom I spoke, in software support regarding our most recent open repair ticket, told me that our bills had been written off due to the fact that they were so old and we were cancelled.

However, she had no idea to which bills she was referring. Her supervisor told me that the bills were not written off, and that our account had been paid in full, but now I need to contact customer relations and pay a huge fee that I cannot afford to have it reinstalled. People are all wondering why healthcare costs keep rising. Here's part of the reason: large companies who make their money indirectly from the suffering of others and who cannot communicate effectively either with their captive customers or even interdepartmentally among themselves.

When a service is rendered, payment should be due either at the time of service or on installment. I don't know of any other service providers who have to tolerate the ridiculous conundrums that the medical profession has to tolerate or would ever tolerate when it comes to payment for services. Ironically, people will shell out thousands of dollars at a clip for quackery, such as "medical leaches" (a Hollywood, CA reference) but feel that they have the inalienable right to receive real health care free of charge. Most of the U.

S will also go out of its way to pay large sums of money for products that ruin their good health, which is also a paradox! Maybe everyone should cooperate and communicate better, so healthcare providers would not have to deal with these real medical leaches, in the first place.

That way, we would see a true downward spiral of healthcare costs.

Since this company changed to Vitera, it took a serious nosedive in Customer Service. I was just on hold for 1/2 hr and the rep told me "that is nothing, yesterday people were on hold for an hour".

We cannot get out of our contract, they are billing us for services we have not received....

Horrible, unprofessional and we want OUT. Do not look at this company, go to another one.

There is a company that supports our computer system and we will switch over and then look into purchasing another system with far superior customer service. We are extremely unhappy with VITERA formerly known as Sage