Information Disappearing??

[jamiepec]

Does anyone have issues with info being lost in Crystal? For example, sometimes our records are blank, insurance checks that have been posted go back to balances owing, and weird things like that. Its very random but happens somewhat frequent. Are we the only ones???

[jesseh]

I have had some issues similar to that (including the wrong patient demographics including names and addresses being cross-written to other patients' charts) - but I am a corporate sublease and use crystal with Luxottica's TAB: in all three (!) cases, it appears to have been a change on TAB's side of doing things that caused the issue.

My complaint with Crystal is that it usually takes several weeks for them to figure this out, combined with the typically frustrating process of leaving voicemails for tech support and trying to get them onto the server during a busy clinic day. In all three scenarios, it seems to have required 4-5 logins and several weeks to fix the connectivity issues, while we just have to live with the lost data.

I suppose in part that's just the nature of the EHR beast: I'd like to see more proactive solutions on Crystal's side as I am getting to the point of changing software.

[Kraig]

Jamie, there is typically a reason for why information is missing. The most common cause is multiple staff members logged into a patients record at the same time. Crystal has safeguards in place that will prompt you if someone else is in the record, but if you have a slow network connection, or someone hops on within a few seconds of another person opening the record, the system sometimes will not recognize that it is in use. In these cases, it typically just requires a minor change in processes to resolve the problem.

Have you had support log on with you to take a look at the missing information?

If you find that record information is missing, you can always go to Records - open the correct record - EHR Settings - Record Information - Display Change Log. This will show you information that was added into the record, as well as show any information that was deleted. There is a button to Restore All Deleted Values which will put that information back into the record.

Jesse, I'm sorry that you have issues with the TAB integration. We are constantly working with their team trying to prevent issues like this from happening, but unfortunately, sometimes information is not communicated in a timely manner.

As for leaving voicemails for support, the best way to reach us is by going into Crystal and clicking on Support - Request Support and entering your request there. You can always specify a callback time that is convenient for you (I know, there are no convenient times for support), and we will do our best to contact you at that time. It's a lot easier and faster entering the request here rather than stopping, calling, listening to voicemail messages and then leaving your message.

[jesseh]

Kraig,

I think the problem with the call back issue is that sometimes I get a call back in 15 minutes, and other times it's the next business day.   I have started requesting call back times but I called in first thing this morning asking for an 11:30 call back (EST); now almost 30 minutes later I'm still waiting for that call and patients will be coming in shortly....   so I'll be in the middle of an exam if/when someone does call back.  
  
The TAB problem started over a month ago, but I believe I didn't realize it / call in until slightly more than three weeks ago, where I was specific in stating that this has happened before and it's almost always with TAB changing something in the software...   I don't know if I have been dealing with you (or a different Kraig...). but apparently no one thought to contact the developer until this past week after 2+ weeks of going back and forth - so I'm still here waiting for updates while our schedules have mystery patients added and active appointments that aren't showing up and have to be manually entered.   I also wonder how many more of your clients rely on TAB as I do - and how many more of them are having the same issue vs it being isolated to my office?

I understand that there are multiple sides to every story:  I am not in the office every day of the week, you have hundreds or thousands of customers to deal with, we all have challenging schedules, etc.   But at the end of the day, the real reason we keep paying a lease every month is for timely tech support and product efficiency.  When the product becomes inefficient because of significant delays in tech support; then the perception of value is markedly diminished.

[jamiepec]

Crystal has amazing support staff and I have always been handled in a timely manner when requesting support, weather through email or phone. I will make sure that our staff is watching to see if records are up in another area but I believe we are all aware of that issue and that it can cause missed information. Thanks for the input!

[vaderkty]

I do find things answered faster via email..but that could just be the question i am asking...