PracticeSuite Software FAQ
PracticeSuite was awarded Ambulatory “Complete EHR” ONC-ATCB 2014 Certification on 12/18/2014. PracticeSuite was tested and certified against all Stage 2 Meaningful Use criteria and optional Stage 2 “Accounting of Disclosure” criterion. In addition, PracticeSuite already meets 42 Stage 2 criteria and has many features and capabilities in the software that enables a medical practice to attain operational efficiency.
1. Client System Requirements?
PracticeSuite is a web based (cloud computing), platform independent application, therefore, it works on:
Operating Systems: Windows & Tablet, Mac & iPad, Linux & Android, -any OS)
Internet Browser : Internet Explorer, Safari, Chrome, Firefox or any other browser that supports 128/ 256 security encryption. The system also requires a PDF viewer to view and print reports. In addition, a spreadsheet tool such as FREE open source OpenOffice or Microsoft Excel is useful to dump reports for slicing and dicing.
High Speed Internet Connection. Please see question # 3 for detailed specification
2. Cloud Computing vs. ASP and Software As a Service?
Cloud Computing based application means that the software is based on a multiple location architecture with high security safeguards for HIPAA compliant access and high availability of your practice data.
ASP refers to Windows based webhosted applications that you typically host on your own behalf. The ASP model still requires you to buy licenses, updates, support, and pay for significant IT infrastructure costs. Sometimes the ASP infrastructure and hosting can be outsourced to a cloud computing provider. PracticeSuite is not a ASP application.
PracticeSuite.com is provided as an on-demand cloud computing platform – Software as a Service (SaS). It does not require a server or any other hardware other than your personal computer, laptop, tablet, or iPad. The system can be accessed securely Anytime, Anywhere, from Any Device, similar to FaceBook, or your online email, only in a protected HIPAA Secure environment.
100% of the HIPAA Compliance of your online data is provided for with 256 bit encryption, with encrypted data transmission, secure usernames and passwords, unattended computer timeouts, detailed User account adutits (required by Meaningful Use). And additional security can be adjusted per User by the practice to prevent off time access or remote access as desired.
3. Internet Connection Speed?
PracticeSuite.com would ideally require a high speed internet connection such as DSL, Cable modem, T1 etc. However, it can also work on a dial-up network but you will experience minor wait time as dial up speeds are generally limited to 56KBPS. For specific details on the internet connection, please see the requirements below.
Internet Speed Requirement:
|Number of users accessing the system from one location||Actual Internet Connection Speed|
|1-6 concurrent users||512 Kb/s||128 Kb/s|
|7-10 concurrent users||768 Kb/s||256 Kb/s|
|11-20 concurrent users||1024 Kb/s||384 Kb/s|
|More than 21-concurrent users||T1 or higher|
|More than 30 concurrent users||T1 or higher|
Additional consideration: To ensure system availability in the event of an internet connection issue, we recommend you install a router that can handle two incoming internet connection and obtain internet connection from two different service providers coming through two different phone lines.
4. Do you convert data from an existing system to PracticeSuite?
Yes, we do convert data from existing system to PracticeSuite. We offer one basic level of data conversion – patient demographics. Our goal is to keep the transition to our system very smooth and less invasive & taxing.
5. Do you have bridges to other software?
Yes. Our software is designed with open interface architecture that allows us to exchange data with many third party applications. This enables us to have two way communication bridges with many systems.
6. Is PracticeSuite available in modules?
Yes. You can purchase it in modules and you can add or cancel modules on demand as desired.
7. What happens if you want to discontinue the use after the purchase?
If you should ever decide to cancel your subscription, your data is provided back to you in an industry readable format such as Excel or a .CSV file so the office can reuse the data with your new system. We gladly help with the transition to the service of your choosing.
8. Who owns the data?
You own your practice data. If you should ever decide to cancel your subscription, your data is provided back to you in an industry readable format such as Excel or a .CSV file.
9. What specialties does PracticeSuite work for?
PracticeSuite currently works across 150 Medical Billing Specialties and 61 EHR Specialties. Please click here for the complete list of available specialty.
10. How is customer service performed?
Support is performed through phone, email and online real time chat. Clients seem to prefer chat as it is fast and you can multi-task as you chat with the support analyst.
11. How do you ensure data security?
PracticeSuite is hosted in Level 3 Secure data centers spread across multiple locations throughout the country, which are monitored by security personal, surveillance cameras, and servers are locked in cages. Logical access to the server is secured by Operating System Security, Firewall, Database Security and other industry standard security measures. All communication between the server and the client computer is encrypted with industry standard 256 bit SSL encryption. PracticeSuite is compliant with HIPAA, HITECH, OMNIBUS, PCI, and eRx.
12. Where is the data stored?
All data is stored in the U.S. in Level 3 Secure Data Centers in various location across the country. For obvious security reasons, we do not disclose the hosting locations. PracticeSuite’s data center partners are the largest ISPs and data centers in the U.S.
13. What is the technology behind your solution?
PracticeSuite is based state-of-the-art open source technology platform. PracticeSuite runs on a Linux Operating System, with Tomcat-Apache and industry’s leading database – Oracle. The front end is developed using JSP (Java Server Pages).
14. I am paranoid of keeping patient data outside?
This is a valid concern. Every Fortune 500 company that you can name went to the cloud 5 to 10 years ago. This includes online banking. If online banks were getting hacked like you heard about Sears or J.C.Pennys years back, it would be nightly news. PracticeSuite’s HIPAA Secure encrypted cloud environments are many, many times more secure than if your patient data were locked up in your office. Experts advise physicians to put data security in the hands of technology experts and it is good advice all around.
15. I would like to have copy of my data?
Not a problem. We would be happy to send the data to your office on a weekly basis either as CD or as encrypted email. Additional charges may apply. We have not automated this process since there aren’t very many requests coming in for it.
16. Can the doctor create a note?
17. Does the EHR offer a Problem List, and how does it use the ICD-9 codes, filter for problems and link to the SOAP note?
Yes, to the first. To the second, there is no inherently required link between an ICD-9 code and an item placed on the problem list. Because physicians use ‘problem’ lists differently, we have included a separate diagnosis listing, which may be populated automatically from diagnoses clicked off by a clinician in a chart note. Many systems do not offer both problem and diagnosis lists.
18. Does EHR accommodate scanned items for attachment to a record?
19. Is EHR a single platform or integrated with a practice management system?
PracticeSuite is complete ONE comprehensive suite of EHR, PMS, Scheduling, Medical Billing and Portal solution.
20. If integrated, which programs already have interfaces built, tested and functioning?
Interfaces are available with many PMS companies, EHR companies, clearing houses, labs and others.
Please also see question # 5.
21. What is the underlying database for the EHR program? (SQL? Access? Other?)
Oracle. Oracle is the industry’s most popular database used by many Fortune 500 companies. See question # 13.
22. What software is it built on?
See question # 13.
23. The prescribing module – does it check for interactions and formularies?
24. Does the EHR generate reminders for physicians and other users?
Yes. The system has built in To-do list and clinical reminders.
25. Does it include growth charts and immunization?
26. Does it include the ACOG flow sheets for OB/GYN?
27. Does it include drawings or the ability to draw for the patient?
28. Does the software allow uploading of Insurance Company Contract Schedule (for reimbursement, etc.) from a disk?
29. Should a customer cancel their service, what happens to their data?
See questions # 14 & 15
30. Do you house the servers in-house or at a data center?
Servers are located in various data center across the country.
31. Will I have a dedicated server? What kind of servers do you have (Sun, Dell, HP, etc.)
The hardware resources & codes are shared between customers. Our current lines of servers are custom built and come from variety of hardware vendors. Each customer’s data is stored in a separate and secured dedicated Oracle database schema.
32. What platform do you use i.e. Windows, Linux, Solaris?
33. What are the specifications of the server i.e. RAM, RAID 1 disk storage, dual processor, hot-swappable drives?
We build our servers to our own rigorous specifications to ensure high availability and fail-over and redundancy. The servers include RAID, multiple processers, multiple SMPS and hot swap drives.
34. Are your servers monitored to ensure continuity (they are up and running)? If yes, how often are the servers checked (ICMP Ping, HTTP and/or HTTPS)
HTTPS and Ping monitoring
35. Are the servers backed up? If yes, to what? A Storage Device?
Data are backed up to offsite storage device & location. We use Oracle Archive log real-time data backup and daily backup of schemas.
36. What Web Server software do you use (Apache or IIS or other)?
Apache – Tomcat
37. What kind of security do you provide for content upload & download?
SSH, SFTP and HTTPS (SSL)
38. How is content upload & download accomplished? WebDav over SSL? FTP or WinSCP over SSH? Front Page Server Extensions over SSL? Or other?
SSH and SSL
39. Do you have a firewall and/or VPN (both) in front of the server? If yes, what specifically is it? Juniper NetScreen, Cisco, Checkpoint or other?
Our data center routers and servers have Cisco firewalls, physical and logical security to prevent & detect intrusions and other security vulnerabilities.
40. What is your Server Uptime promise? Your SLAs?
41. Will I be on your bandwidth? If yes, how would be allocated to me if I use your EHR (what increment in Mbps)? T1 or Fast Ethernet?
Generally speaking, we find that our bandwidth at our data centers is more than adequate. The challenge is usually experienced at the client’s site. Our data center bandwidth is shared by all traffic on servers.
42. Once a contract is signed, how long does the implementation take?
Anywhere between 1 to 3 calendar days (not man-days) depending upon modules, data conversion & training required.
43. Who performs the Clinical implementation?
Clinical and technical members of our partners & PracticeSuite.
44. What resources will we need for implementation?
Designated hours for training, implementation, customization, access to in-house servers for data conversion. Availability of doctors and office staff to answer questions in a timely manner.
45. How many days are needed for EHR implementation and personalization for a specialty?
Average training time for EHR is about 5 hours. EHR customization can be performed on the fly by providers. We would provide the necessary training. The building of the encounter sheets, canned sheets, items and values is really a personal choice of the provider and how perfect the provider would like his encounter narratives to look like. You would have most of the frequently used elements during the implementation. The customization and personalization of the EHR evolves as the provider records more and more patient encounters.
46. How long will it take to test the system to make sure everything is running smoothly?
Once we setup up the system and perform data conversion, we will release the system for final sign off. We try few end to end test cases to ensure that everything is flowing as anticipated. This is part of the 1 to 3 day turnaround as mentioned above.
47. How many days of training are needed?
PracticeSuite EHR is very intuitive therefore easy to learn and adopt. EHR training generally last for 5 hours. Remainder of the training is self-serviced through our online product documentation and online training videos. Most of our training is performed remotely however we do have optional onsite training.
48. What are the response time/ turnaround for troubleshooting an issue? How many individuals are dedicated to troubleshoot issues?
The turnaround time depends upon the issue and nature of the resolution required. We have team of over 20 dedicated software engineers and customer response team professional that works on customer requests. If the issue does not require a code fix, the resolution will be provided during the support call itself. If a code fix is required, again depending upon what it takes to fix, how severe the bug is, would determine its resolution time. ALL PRIORITY ONE HIGH CUSTOMER IMPACT ISSUES ARE ESCALATED AND THE TEAM WORK ON IT RIGHT AWAY.
49. How many individuals are dedicated for customer support? Hours of customer support operation?
We offer support through email, chat, phone and our knowledge management resources. We have enough resource to meet your support needs. We take pride in our customer response time and support. Second, one of the good things about PracticeSuite is that we provide online help for our product. Third, the need of support has been found to be minimal because our product is simple, easy and intuitive. Medical billers, Doctors, healthcare professionals and office managers were involved to ensure that the product closely matches users’ requirements.
Customer Service is available from 8 AM EST to 8 PM EST.
50. User and technical documentation provided?
Yes. We have online user guide and technical documentation. These are provided as context sensitive help. Most of these are available online within the product.
51. Frequency of upgrades for your application?
We develop our solution with close partnership with our clients. We listen to our customers very carefully and therefore our product is one of the fastest evolving platforms. Historically, we have provided at least one release per month with new features and improvements. Major upgrades are provided as needed for compliance such as ONC-ATCB, 5010 and ICD 10. We are responsible for all compliance related requirements.
52. Frequency of service packs, patches, etc.?
At least once a month.
53. Existing interface with lab vendors and transcription vendors?
Quest and Lab Corp and other regional and local labs. We would need your help to work with your Account Rep to enable integration for your practice. We provide interface and access to your preferred transcription vendors.
54. Application Surescripts/RxHub certified?
55. Application certified HIPAA compliant by third party? Who is the third party?
It was certified by an Information Security Consultant, who had prior experience performing HIPAA and information security compliance
56. Application compliant with standards for interoperability?
57. Long term goals for your software?
We are an ambitious emerging company. As a young company we have already accomplished feat of working across over 30 specialties, integration with many software companies and have ventured into Long Term Care. We look forward to expand our horizon and be part of the many healthcare automation opportunities that lies ahead.
58. Are you ONC-ATCB Certified?
PracticeSuite was certified as Ambulatory “Complete EHR” ONC-ATCB 2011 Certification on 12/30/2010. PracticeSuite was tested and certified against all Stage 1 Meaningful Use criteria and optional Stage 1 “Accounting of Disclosure” criteria. In addition, PracticeSuite already meets over 25 Stage 2 criteria and has many features and capabilities in the software that enable our clients to attain operational efficiency, which over and beyond the certification requirements.
59. Does your system have PQRS?
Yes. PracticeSuite has fully automated PQRS reporting and XML submission capabilities
60. Does your system have Clinical Decision Support System?
Yes. PracticeSuite has fully automated CDSS modules that alerts provider based on the patient care.
61. Does PracticeSuite have Meaningful Use Dashboard and Reporting?
Yes. PracticeSuite has a meaningful use dashboard per provider that measure compliance.
We think you’ll be pleasantly surprised just how affordable the #1 rated medical billing software really is.
We understand that not all medical practices are the same. Whether it be multi-specialty, multiple locations, or complex billing scenarios, we’ve got you covered.