Holding Client Medical Records Hostage

I've been working with PortiaPro (who provides a digital medical record and billing service) for over a year. A couple of months in, their system started having significant issues with freezing, losing information, changing information, etc. We tried to work with their customer service and IT teams, even though they were often rude. Portia's own program manager gave us a discount because of how his staff were treating us (and we did not ask for it). But the issues never got resolved and eventually, they just stopped responding to them and told us it was our problem. So we told them we would be switching providers and that we needed all of our files and documentation (it's mandatory that we keep them for at least 7 years as medical records). They are REFUSING to give us our clients' medical records! The owner has told us the only way we'll get our documents is if we go in and individually download every log one by one by hand (easily hundreds of man hours). I've tried to reason with her. Our IT team has stated this should simply be a matter of exporting data from their servers, but she is absolutely refusing any other options! It's impossible that they have no other method to get the information in care of an audit for example! That would make their system practically unusable. I absolutely believe they're holding our client records hostage because we're changing providers.

User's recommendation: DO NOT WORK WITH PORTIAPRO!

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ID
#1900119 Review #1900119 is a subjective opinion of poster.
Location
Kanata, Ontario
Service
Portiapro Customer Care
Preferred solution
Deliver product or service ordered

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