CGM eMDs Software

Cons

From my experience, this was the worst service I have ever received from any company, leaving me frustrated and disappointed with how issues were handled.

Cons

EMD (CGM) presented an impressive sales narrative that led me to believe their EHR would be an excellent fit for our practice but very soon after implementation we discovered that many of the assurances we were given , interoperability, the ability to use PMD through the system and LINKS to verify vaccine histories , were not documented in our contract and therefore could not be delivered as promised, while the software can provide these functions, they are only offered at extra cost. I wish I could say that was the extent of the disappointment, yet regrettably it is not because nearly every interaction since signing has exposed further problems and misleading representations. Trainings are routinely scheduled as virtual sessions and when we reached the point of daily workflow disruptions and requested on-site assistance we were quoted several thousand dollars for attendance at training classes in Texas which was unacceptable, only after mentioning we might need to terminate the contract did a representative finally come to our clinic but their visit primarily addressed clinical cleanup tasks that we could have handled and did not resolve the deeper systemic issues. The platform relies heavily on user-built filters, requiring significant time and effort to construct and maintain them which can be overwhelming and the system frequently freezes or returns error messages citing a "Dallas server connection problem," thereby interrupting clinical documentation and patient care. Support has been disheartening in practice: customers are required to submit formal "support tickets," yet the typical turnaround is weeks to months before any meaningful response and too often tickets are marked as completed without any substantive resolution or follow-up communication, despite numerous meetings with the vice president of technology and support managers and despite sending emails, texts, screenshots and videos documenting freezes and error messages, the problems persist. We have spent thousands of dollars with our local IT vendor because EMD's support repeatedly attributed the issues to our internal network or hardware, prompting us to upgrade from copper to cloud-based internet for higher speeds, remove outdated PCs from exam rooms, purchase new laptops and have our local IT ensure every machine runs the latest versions , yet the freezing and error messages continue, making it nearly impossible for providers to finish notes which then cascades into delayed prescriptions, compromised patient care and billing backlogs because claims cannot be submitted. It increasingly feels as though we are doing the work for EMD instead of having a system that supports our practice needs. Regarding Medicare reporting for MIPS, we were told there was free, virtual group training available but because those sessions include multiple offices we were pressured to pay thousands more for individualized, one-on-one instruction, even after spending additional money and time to pursue what should have been tracked by the system, we discovered we had been submitting referrals incorrectly and, despite having a recorded video of the training that demonstrated the method we used, we were denied credit for the measure and were advised to opt out of MIPS reporting after spending substantial effort throughout the year to comply. When a ticket was finally opened about this, the trainer who called admitted she needed to consult another trainer because she was unfamiliar with the particular referral workflow we had been taught and that confusion remains unresolved. Financial processes have been equally troubling: although we have consistently paid our monthly fees, there were several months when invoices were not issued and an inquiry about this went unanswered, later we received a past-due notice and it took over a month for someone in the payments department to contact me with an apology and an explanation that they were "going through changes" and reorganizing their billing operations, during which invoices would not be distributed , a response that directly contradicted reassurances I received from the vice president of technology who promised we would not face a lump-sum billing surprise. Despite those assurances, months later we were confronted with a bill exceeding ten thousand dollars and then received a notice of a 9.7% rate increase which was particularly distressing given the numerous unresolved issues with the system, we were told annual price adjustments are part of the contract and although we no longer utilize their practice management services we remain bound to pay for both EHR and PM services. overall this software and the company's practices have caused tremendous frustration, disrupted patient flow and adversely affected patient care in our clinic, in my view EMD is not transparent, frequently stretches the truth to suit their pricing structure and any problem reported requires a substantial investment of our time and money without reliable expectation of resolution. If other users are experiencing similar patterns of unaddressed defects and misleading sales promises, we should perhaps explore collective legal action such as a class-action suit against EMD which might be the only way to compel them to address these systemic problems.

Cons

From my perspective, I have repeatedly come acrossshortcomings in customer service and account management and the product implementation and billing processes have introduced recurring complications that hinder our operations.