Built specifically for physical therapists, chiropractic offices, acupuncturists and other holistic practices, The Digital Office by EON Systems consists of three independent programs that, when combined, provide a completely integrated, fully certified system to manage the practice, scheduling, EHR, billing, x-rays and document storage. The Digital Office comes with enough functionality to support multiple-site facilities and offices with very sophisticated needs, but remains simple enough for cash practices and individual providers. The software is flow-sensitive, meaning it follows the natural flow of a streamlined practice and encourages users to work more efficiently. The Digital Office includes three separate packages. The Practice Solution includes scheduling, billing and practice management. Here it is possible to utilize both direct and electronic billing, enter multiple claims for each patient, control inventory, analyze statistics and even manage correspondence. An Insurance Follow-Up Center allows users to see which claims are due for each insurance company, by patient and claim, with notes on actions taken and actions necessary plus the ability to batch re-bills and tracers with the click of a button. A digital sign-in pad is also available. The Documentor includes EHR, SOAP note, narrative and report writing capabilities and is ONC-ATCB certified for meaningful use. You can see the note being written in real time while selecting options and entering data. Providers can customize both the input panel and the notes to include personal wording preferences, while also randomizing any statements in SALT (same as last treatment) recreations. Document Solution stores digital x-rays and any other scanned documents or images, organized by patient, and can also send and receive faxes and emails. The Digital Office by EON Systems provides a truly seamless solution, resulting in more time to get more done.
Oluwaseun from Healing Hands Chiropractic Wellness Center
Portfolio size: 2 to 5 users
I like the fact that the product is easy to use and can be easily customized.
My biggest concern is the pricey support package. I am a new D.C. trying to grow a practice. I have only had to call the support team a few times. It seems like I only have support issues when my support contract runs out. The first time i had a serious issue, it was the companies fault yet they made me pay for support on something that was clearly their fault. Now my support contract just ran out and again i started experiencing issue. I'M STARTING TO THINK THAT IT IS NOT A COINCIDENCE.
The product is easy to use; but look at the customer support team and what others complain about before spending a large sum of money unless you have a lot of money to spend. I am a new D.C. still working on growing my practice and can't be throwing money out.
Kimberly from Serra Physical Therapy
Specialty: Physical therapy / rehab
Portfolio size: Single user
Once you get used to the system, it is very easy to use. I am a sole practioner in a micro practice environment with minimal support staff and this system allows me to be very efficient throughout my work day. The tech support and training staff are very nice and easy to work with.
There are a few things that I wish could be better with this product and vendor: 1. I wish the appointment reminders in the document solution were automatic, 2. I wish you could open up all the sections of the software at once and not one at a time, 3. Wish there was more space for comments in the in the billing section of TPS; 4. Would like more clearer detailed line item for each payment whether it is paid by insurance or patient payment - to allow for comments on what was done can be made - to make it easier as to what was done; 5. Corrections for individual payments if entered incorrectly should be made easier to correct even after you close (should be like the line items in QuickBooks where we can make corrections - either delete or change, then save).
To go through a lengthy demonstration of what the program allows you to do. If they do purchase it, make sure you get advanced training for the payment posting section form start to finish. The current training gives you a couple of examples of partial payment posting but does not go through a full patient from 1st visit to last.
Michael from Woodlands Chiropractic & PT
Portfolio size: 2 to 5 users
I had EON's billing software TPS, for a few years and it has been as good as any other software I have Used over the years. When It became time to Digitize my daily notes and old files I decided to do some research on many different companies before just going with EON's products. What I found was all the other companies out there seemed to have all the answers to my concerns just like EON said they had to. So, When I looked at reviews online EON was always in the top 5-10 in reviews. Still not much help as the sales people and reviews really hadn't differentiated any one company or product. Sigh. Then I compared Price. Hands down EON blew past the competition! Once installed I was lazy and really just kept to my paper files, dumb move as it has been very easy and nice to work with what EON has to begin with and almost as easy to modify what they give you to what I really want to have in a digital note. The best part of this process has been the customer service and especially my trainer. When I schedule my times he is on the phone promptly and actually makes this process fun to do and I hate this stuff! I couldn't recommend these products more highly! AS a matter of fact I have already sent two other DC's EON's way in my first 3 months of use.
As I didn't have the hardware in place to use the product, I did have to upgrade my server and network connections. I really wish EON had pushed or forced to to start my training as soon as I had the software installed. Instead I dilly dallied and wasted important time
Do your own comparisons and make sure you go into other offices that have the products you are looking to purchase before you buy to make sure that it is what you would like.
David from Chirocare Recovery Center
Portfolio size: Single user
Nothing. This program crashes several times daily, requiring you to shut it down using Windows Task Manager and log in again. This usually happens when trying to collect from a patient or schedule an appointment, which makes the patient stand there and wait. Not acceptable! Support was non-existent because I didn't purchase their ridiculous package. Why should I have to pay them to fix their own bugs.
Everything. They will take your money but will not stand behind their product.
Don't do it. Stay away from this archaic program. It uses an obsolete Visual Fox Pro database that is constantly crashing. Very unstable program. Customer support (if that's what you want to call it) is useless.
Cindy from Sherwood Family Chiropractic
Portfolio size: 2 to 5 users
I have gotten to know a specific person in the EHR department who has been very helpful to me for help with a terribly written program! I don't like this product at all!
These programs do not talk to each other well. We have multiple workstations in our office with a server, and we get a lot of time watching the spinning blue wheel. We had to attest late for last year because their product wasn't ready in time, and we just now got the update for 2015 with instructions to watch the video, read, read some more, and do it. No training, no familiarization. If you don't have a full time prepaid IT person to deal with all the bugs in this program for you, (not to mention the upcoming ICD 10 conversion) don't even think about this vendor. Learning now that unless we hire a full time person (we are a small 4 person office) to do nothing but EHR, we will not be able to attest for 2015 and will be penalized by Medicare. There is no way I can do my normal 40 hour a week job, and add in all the extra information this database requires. Two big thumbs down! We are on the West Coast. If we have a major problem after 3 PM, too bad. No help until tomorrow. Try that one!
Do your research! Don't buy it here, go elsewhere!
Steve from Edelson Wellness Center
Portfolio size: 2 to 5 users
I have become paperless. The software does what I want it to do. The support staff are very helpful. After a little learning curve, and small things that can occur with computers and new software, there are really very few problems. I like the software and I recommend it. I write my notes so quick and easy now, and they are legible and customizable. From the moment the patient signs in, all the computers are ready, and the front desk and doctor stations are set in motion, leaving more time to focus on the patient and less time worrying about paperwork.
The cost of the software was more than I hoped to spend, and the cost of the support was a little pricey.
Paperless is better. Make sure you do backups and you will have no worries.
Kalan from Elite Therapy Solutions
Specialty: Physical therapy / rehab
Portfolio size: 2 to 5 users
The product is easy to use and understandable. The vendor answers all questions as best they can, but they are not always able to do so. It is easily accessible on and off site.
The product doesn't alway transfer information over from TPS to Doc, even with attempts by the vendor to make corrections to the formula on repeated attempts (ex: autopopulating the number of visits and doctors' names)
Watch out for how the entities communicate with one another. They do not always communicate. Sometimes, the more complicated the tool, the more that can go wrong or get missed.
Derek from Gulf County Chiropractic
Portfolio size: Single user
There is really nothing I like or have been impressed with by this software. The demo looked pretty good when the representative was using it. The data being used during the demo had already been entered, so the flow looked better than it really is.
The Digital Office program suite is not at all intuitive or user-friendly. The endless pop-ups that always reset to an unusable default size and location are beyond frustrating. The text input fields are inconsistent, causing slow data entry.
I would recommend looking elsewhere.
Ella from Mauk Chiropractic/Immediate Urgent Care
Portfolio size: 11 to 20 users
It is all inclusive. There's no need for several different software products. The Digital Office provides it all!
If they could improve some of the amount of steps to complete some tasks, that would be good!
If you are looking for a total solution for your practice, this is it!
Edward from Chiropractic Practice
Portfolio size: 2 to 5 users
I think what I like most about this product is its flexibility. My practice incorporates standard chiropractic care along with allergy elimination, rehabilitation, acupuncture and clinical nutrition. With these notes, I am able to customize my daily note to provide appropriate documentation for all of these services. The fact that I can choose one of these services or all of them to document from a single template sets these notes apart. As far as the vendor is concerned, I have never worked with a better group of professionals. I have had a very good experience with EON Systems and hope to continue this relationship for years.
I think my biggest dislike with this product and vendor is that they are 7 hours from my office. I have had the opportunity to visit the home office and work with their staff on my personal notes. This was a very pleasant experience and I look forward to doing it again in the future, but I am not looking forward to the 7 hour drive however. The good news is that you don't have to be close to get great support, everything can be done online.
I would advise anyone looking for software to first evaluate their personal needs. I have seen and used other software that had nice looking bells and whistles, but when you tried to use it in your office it was like putting your right foot into your left shoe, not a good fit. The great thing about this product is its versatility. Whether you have a large PI practice or a small wellness practice, this notes system can work very well for you. I personally have a special interest in making sure that my notes meet proper compliance standards as a result of my certifications in compliance. I was able to achieve this utilizing this note system with no trouble. I would be happy to help anyone needing help in this direction and my notes are available for your review.
Lyn from Wellness Chiropractic & Integrative Medicine
Portfolio size: Single user
EON software has pretty much anything a business could want. If you are small, there is starter software and you can "grow into" unlimited. Every phase of a business is integrated into EOM's software: patient information, inventory, vendors, narratives, SOAP notes, any kind of report needed, statistics, querying any information combination required, visits, reminders, annual reports, billing, insurance analysis, attorney data, EHR, electronic billing. You name it; EON has it. You don't have to use several software programs to get your work done.
In the early days, it was sometimes a long wait to get tech support. Once you got them, they were excellent, even when the client was on their "last nerve" and irritable. As technology has advanced, tech support has improved greatly.
I began with EON in 1997, and the program was in DOS. I didn't have the first clue and therefore spent a lot of time in frantic calls with them. In 2000, the Windows version came out, and it has been so incredibly easier.
As in any new software, take a lot of time to familiarize yourself with the software. There is a flow to it, and once you've got it, you will have few problems. Familiarize yourself with every command button on the top ribbon. Play with every drop-down command word. There are at least 3 ways to reach every part of the software. It is up to you to figure out what works best for you. Do not be afraid to call tech support. They are awesome, and there is not a question stupid or weird enough they haven't heard.
Sandra from Godbey Chiropractic
Date: October 2013
I am very proud of fact that I run a third-generation chiropractic clinic which has been here for over 53 years. My grandparents started it in the 1950s, my father took over in the 1970s, and we are still going strong here in Bay Minette, Alabama.
When the EHR compliance incentive came up, I wanted to start looking for a documentation program that would be EHR compliant.
Initially, I went with a cloud based system, which was a big mistake. I started over and looked at ten to twelve different programs. I weeded out the cloud based programs because of the fact that you don’t have control of your data. If you decide to change your software, you will have to hard copy all the notes you entered into the cloud. I can tell you from experience that is a big problem.
Finally, I narrowed my search to two choices that made sense: EON Systems and a close competitor. The software systems were comparable but there were a few things EON Systems had that the other did not:
Patient alerts - These alerts are easily viewed as soon as a patient is scheduled. The possibilities for alerts pertinent to your office can be set up on the fly or customized for frequently used alerts.
The real time note display - Being able to see what you are putting in before the note is generated gives me peace of mind knowing exactly how my note will read before I have to save it or print it.
Control of my fee slips - In the competitor's software, the fee slip was generated as your note was developed based upon the procedures you documented. That is nice until you want to document a procedure which you don’t want to charge the patient or carrier for. With EON systems, I’m in complete control to choose my chargeable procedures and set my diagnostic pointers.
Customization of notes - Infinitely better than the other programs I reviewed.
My sales representative - He gave honest answers as to the attributes and limitations of software.
I went for a certified EHR system just to meet the qualifications for the Medicare incentives. However, after working with The Digital Office software, I realized it also had more advantages than just meeting the EHR incentive requirements. From drug/allergy interaction checks to preparation of records request, The Digital Office has not only streamlined my office procedures but improved the quality of healthcare I am able to provide.
Any time you change or add a new software system, there is extra work. You minimize it by being prepared. I have had to modify some of my procedures to accompany the EHR requirements, and The Digital Office’s design has helped guide me to the correct modifications.
Here is the advice I would give to others:
Taking the time to learn the new system before implementing it into your practice will save you a lot of time and frustration.
Make sure you utilize your resources as you set up your new system.
With the guidance of EON’s training resources, take the time to organize yourself and your data. The time spent on the training at the beginning and on getting the setup done correctly makes for a better experience later.
Be patient with yourself and your staff.
And finally, don't ‘go live’ before you have completed the training and have had all your questions answered.
To be honest, there is one thing about my previous software that I liked that EON doesn't meet. EON is set up on a standard accounting structure. My previous software was set up on HCFA claim basis. I liked being able to see in a glance which insurance companies have paid, how much they paid, and when paid it. Nevertheless, the standard accounting structure of The Digital Office provides much better accountability and accounting accuracy. This makes it a lot more difficult to falsify patients’ accounts and reduces the risk of employee theft. That is definitely a welcome feature.
Having The Digital Office has turned out more beneficial than I ever thought. Each module of The Digital Office is designed and integrated to provide time-saving and money-saving processes.
In closing let me say that every day when I go to work, I’m excited about the positive changes The Digital Office has made in my office. The Digital Office streamlines procedures so much that I was able to run my office completely by myself with minimal increased effort for seven weeks when I lost my one and only employee. My only regret is that I wasted $10K on a “free” system that didn’t meet the expectations that company had set for me before I found the program that has not only met but exceeded my expectations with EON systems.
Ross from White Street Chiropractic
Date: September 2013
I purchased the entire, very expensive, suite hoping for a true integrated EMR solution but unfortunately had the same experience as reviewer Jon from Lahontan Valley Chiropractic Center.
My wife and I are fairly tech savvy and after 3 months of online training, we decided to dump their cryptic billing scheduling module, rather than waste anymore of our time trying to make a system work that requires way too many steps and work-arounds to do even the simplest tasks. The salesman promised us they were rewriting the entire package in a modern language and would be out by the end of the year. That was 2011.
We never got the EHR module working for more than a day, because it crashed constantly and required constant tech support to get it working again. Otherwise it looked like a pretty nice module.
I actually liked the Documentor module, even though it is not a true EMR solution but a fancy word processor. It is very customizable but came only with a certain templates that didn't work for me - many of which were for completely other professions and I had to build out my own and significant effort.
Not to mention that the suite is not truly integrated. It is three software programs running separately that have communication interfaces. The user look and feel of each program is different, even the basic way patient lists are managed is different.
I used Documentor alone for almost a year before dropping it also.
Keith from Andrew Chiropractic and Accupuncture Clinic
Date: April 2013
I started way before the curve, back in the 90's. I understood how going electronic with patient records would be helpful in the time saving on my staff. I had in my head what a program should do, then looked and looked for my dream program. At one point, I actually entertained the notion of hiring a programmer and designing my own!
I had used another program back in the 90's that worked for my clinic at that time, but unfortunately, through many changes with that company, the program became too cumbersome and time consuming (waiting for screens to change, etc…). Needless to say, I stopped using the program and went back to the old tried and true, writing the notes by hand and using travel cards. I still knew that a good program would be great for the clinic so after years of additional searching, I finally settled on a popular program that is a competitor to EON. I thought this program would be adequate for my needs. What a big mistake. After about a year of tweaking and trying to force it to work, I finally realized (through some small disasters) that the company claimed stuff that just wouldn’t work in my clinic.
My wife knew of my software struggles and suggested the Documentor program by EON. By this time I was pretty jaded and was not jumping for joy to try out another software just to be unsatisfied in the end. I reluctantly gave them a call after checking them out online. After about 5 minutes on the phone with Derek, I had made up my mind; this was the one for me! This was as near to the program I had fantasized about as could be. In fact, I learned through his introduction to the program, that I could actually customize it in truly meaningful ways, making it my own.
However, I only purchased the basic notes program - Documentor. I tried it out and to my pleasant surprise, what Derek had told me about what the program could do was no hype, it could actually do what he said it could do! In fact, he undersold it. The program is capable of customizations that he didn’t even mention. I discovered firsthand that I was not locked into some programmer’s idea of what I do in my office, I could design it to fit my practice, my practice didn’t have to change to fit it!
Not too soon after training began and I had learned the basics of navigating the program, I told Giselle, my trainer, that I wished the program could do more. To my astonishment, she replied “it can, let me show you how”; I was floored! After my previous experiences with the other companies trying to make my practice fit their programmer’s view of how a practice should be run, Giselle’s statement was like a breath of fresh air.
I have spent some time telling the program how to fit my practice and the bottom line is that this program is the best of both worlds for me; I am able to create the custom notes program I need without having to hire a programmer!
Actually, I decided not to go for a certified EHR at first. In light of those bad experiences with other companies, I had made the decision to not go the EHR route. With both of those systems, the EHR module would have slowed my fast-paced clinic down to a crawl; that was unacceptable. I didn’t see a way around it so I was resigned to the fate that the EHR world was going to leave me behind (even though it looks like all health care professional are going to have to do this eventually).
I changed my decision and I am currently going for it with the certified EHR. I changed my mind solely on the experience I have had with EON’s basic program. I am currently in my second month of attestation and so far I am not disappointed in EON’s way of handling it.
If you ask what advice I would give to other practitioners, I guess my answer would
be to take negative comments from EON’s competitors with a grain of salt. When I informed the previous software company that I was not satisfied with their program and was looking into EON Systems, they said that “EON’s program was okay, but their technical support was horrible”. In reality, nothing could be further from the truth in my experience.
The main advantage I have noticed in having an EHR system is that I have gone from having to have two people manning the front desk to only needing one! In my office before EON, one front desk person’s job was to pretty much shuffle paper and answer the phone while the other person’s job was to check people in and out. EON has cut the paper shuffler’s job out!
One reason, customization. The customization ability is built in throughout the program, in every aspect. For example, I have customized the program to create individualized treatment plans and goals with ease, as well as the ability to follow these goals through the patient’s re-evaluation, not missing a beat. On a simpler note, I use touch screens with the program which really impresses the patients.
Speed is my greatest benefit. I can actually write a meaningful and compliant daily SOAP note faster and more completely in Documentor than I could using a traditional travel card system.
The second feature that helped my practice is the ability to send the fee slip to the front desk electronically. I create a note and save it, the service fees are entered in the billing software automatically (no reason a front desk person needs to enter it). She just pulls up the patient on her screen and it is like magic!
Patients are impressed as well!
Sara from Tumas Chiropractic Center
Date: January 2013
We are a small Chiropractic Office who used old school methods of book keeping and billing. We used health insurance claim forms filled out by hand and balanced day sheets to keep track of accounting. Our business steadily began to grow and after starting with submitting electronic claims we realized it was time to start working more off the computer. Our staff is compiled with all ranges of computer literate people from novice to more advanced usage. We selected The Digital Office after sampling the software recommended to us from Target Coding Seminars because it seemed simple enough for everyone to learn. We have now used The Digital Office for almost 4 years and do not regret our decision one bit. The training process was painless, the everyday usage is simple and everyone is able to navigate in and out of the program with ease. The tech support team responds quickly and fixes any issues efficiently, which helps keep our office running smoothly. I would highly recommend The Digital Office to any office looking to take that first step to simplifying daily process.
John from Lynnwood Family Chiropractic
Date: December 2012
What I love about this program is the simplicity. Once you get the training it is very easy to use. Billing is a snap. The documenter which is part of The Digital Office is great for writing soap notes and narrative reports. When I first purchased The Digital Office I only purchased the the total practice solution and documenter. But now I am going to purchase the the third part which is the the document solution which is an amazing product because you can sore data and scan pictures, X-rays and what ever you want to do.
The only thing I can say about EON systems is their technical support. If you have a serious problem with any of the software it takes them a long time to respond. I waited for two days to respond. Also, if you live in the west coast, they are in the east coast and closed at 6 pm so that means that if you have a problem after 3 pm then you have to wait the next day, that's if they respond to you.
Camille from Affordable Chiropractic
Date: August 2012
We are a Chiropractic practice oriented primarily around personal injury cases requiring detailed and intricate SOAP notes. Our previous software was outdated and left no room for growth. Because we used one system for notes and another for patient database and billing, we decided that it was time to improve and looked for something to integrate both sides of the office. After searching for months for the right fit we decided that The Digital Office provided us with the most versatile options. I must say that my hesitation with The Digital Office was the amount of time it took between purchase and going live with the system. Thankfully, my hesitation did not convince me to go with another company.
With The Digital Office, I was assured that my training was thorough. I had two main trainers for each side of the software, both of which were very insightful and explained the programs in an easy to understand manner. When I had questions or didn't grasp something easily, the trainers were very patient and understanding. I did not feel rushed or confused because of their personal demeanor. Overall, the implementation was very smooth and the transition was relatively easy. Whatever I did not understand, the representative picked up and handled for me or explained so that I would feel capable of approaching the issue. Since we have gone live, the staff and I have only encountered a few small issues where we needed to call for help. In these instances, our concerns are addressed in the same business day and consumed little time.
Overall, The Digital Office has helped to make our office more efficient and organized. Our entire staff has voiced their satisfaction with the new software.
Guy from Pelchat Chiropractic
Date: July 2012
We have always been a cutting edge chiropractic office, especially when it came to technology. I began looking at new software in 2008 when I began to want to improve the documentation of my patient visits. I looked at many different software offerings and settled upon Documentor (the SOAP note and narrative writing component of The Digital Office) because of its ability to customize a note to how I wrote. As I went through the training for using and setting up Documentor I continued to use Microsoft Word for my notes as I was familiar with it and could customize on the fly if needed. I knew that I wanted to go to a "less paper" office and knew that having integrated software was the best approach so that information could be shared and easily accessed.
I love the fact that I can toggle between Documentor and Document Solution (the document storage and management component of The Digital Office) when producing reports such as Personal Injury Narratives. This combination has cut down the time it takes me to do a narrative or other types of reports or even prescriptions. The Practice Solution (the billing and scheduling component of The Digital Office) also integrates and shares information between the other software so that I do not have to log into an additional piece of software to get simple information such as a diagnosis code.
Going for the EHR incentive was a no-brainer as I was almost already there. The financial incentive made the set up well worth it. There were some additional steps that we needed to incorporate but once we had a system down, the whole process has become a well-oiled machine that almost operates on it's own. Do your homework before starting the EHR attestation process. By setting up some things such as getting registered and understanding the process of how attestation works, it will go much smoother.
I enjoy the ability to share records with attorneys or other treating physicians with just the click of a couple of buttons through email or fax. I probably buy about 1/10 the paper that I used to. Being able to recreate prior notes for myself and for my other team members such as massage therapists has reduced our documentation time significantly. Also being able to share information such as diagnostic studies with appropriate members of our team has been extremely useful. Using The Digital Office has streamlined our office. We can see more patients with less staff and reduced office overhead and has a bottom line return.
The Practice Solution has been very stable practice management software and we have not had any problems with doing electronic billing. I have been doing electronic billing for well over 10 years and this has probably been the easiest platform in which to perform billing. For those considering moving to an EHR system, I recommend that you do not waste any additional time. Get in while you can still get the incentives. This was not my motivation but it certainly has been nice icing on our cake.
Annie from Easter Seals of Central Pennsylvania
Date: July 2012
We have four outpatient therapy offices, employing physical, occupational and speech language pathologists. We serve both adult clients as well as pediatric clients. The variety of clients and number of diverse locations in our organization make us different from the typical outpatient private practice therapy facility. We were unhappy with the adequacies of our previous software system. We chose EON Systems because of the flexibility of the software program, the electronic billing capabilities, the details of the documentation system, and a positive cost benefit analysis.
The software vendor has been very helpful. Because we have multiple offices located over 100 miles apart, our network system posed challenges initially. Our software vendor worked closely with our IT Company to set up our software to be used over multiple locations. EON representatives traveled from their headquarters to central Pennsylvania for the initial training of all of our therapists. They returned a year later to assist with training new staff. Our Director of Rehab Services traveled to the headquarters for an in-depth training session on template building in order to customize our note templates. The trainings were very helpful and thorough. As a result of the trainings, our staff is able to document therapy sessions efficiently, and our templates are fully customized to fit our needs.
We have been very pleased with EON’s customer support. We are able to contact them if issues arise, and one of their technical support staff members is able to either take the call immediately for troubleshooting, or set up a time to return the call. They are responsive to our questions, and follow-up to ensure that solutions were found to any difficulties that arise. We have benefited from EON Documentor and The Practice Solution with an improvement in productivity and increased efficiency in therapist documentation. We are able to pull reports on anything from visit numbers, to referral sources, insurance type, diagnosis, number of visits per therapist, number of visits per patient, etc. We are also able to pull custom reports by entering specific information into the search query and indicate the type of data to output.
Overall, we have been very pleased with The Digital Office. The customer service and support is excellent. It is also very helpful to be able to customize the templates to fit our unique needs.
Jon from Lahontan Valley Chiropractic Center
Date: July 2012
I purchased the entire software program, The Practice Solution, Documentor and Document Solution. It has proven to be so pre-beta that I don't use it. I have watch my wife use the Practice Solution in running the front office and after 6 months, she is finally getting used to it, so I have to give an OK but not a recommended on that part. It takes too many clicks to get anything done.
Documentor has been a complete bust. For as much as I paid for this software, I should have been able to start using it on day one. It crashes daily, taking a long time to reboot. I run it on a brand new HP pavilion i3 with a terabyte of memory and don't have anything else installed except for Kasperian virus software.
I run a rehabilitation practice which requires me to make personalized assessments on each patient. This required me to custom make my intake sheets. The process starts by taking one of the already designed forms then modifying it to meet your needs. The problem is that there are NO directions and no manual. One must awkwardly use the help button or use the tech support. This is a HUGE inconvenience. First, the program will not run from my laptop at home. This means that I must stay in the office while I design my form. Second, to get tech support, I need to talk to them during Eastern time by appointment. This means that if I find a glitch, it better be by 3 PM or I have to wait until the next business day just to make an appointment for tech support. Third, each tech is a specialist in their own area and knows nothing about the other areas. That means if you have a problem like printing a report from Documentor or including a photo in the forms from Document Solutions, nobody knows how to integrate them.
Fourth, if you try to develop a form using their supplied templates, you have to sort through a long list of similarly titled terms (ie patient name). If you select one of the template components that has been used in another form, any modification to that template also changes previous forms. There is more, but I don't have time to go over them. I really get the impression that this company does not have the programmer horsepower to deliver an intuitive product.
As for support, as I mentioned above, if you need tech support, you have to schedule it in a one hour block on Eastern Standard Time. My first trainer was horrible. He would say "Go over everything and ask me about any problems." How am I to know what problems are if I don't know how to use it? (Remember, no user manual). I wasted about 2/3 of my training contract before I asked the supervisor for a different trainer. The second trainer was great, but by then, I was so far behind that I never got up to speed.
Would I recommend this product? NEVER
Am I satisfied with it? NO It is so cumbersome that I simply don't use it except for The Practice Solution portion. I wasted a lot of money because to set it up the way I want will take far more time than I am willing to put into it.
The only plus. If you are willing to spend a tremendous amount of time to make it what you want, you can almost get there.
Response: Ian, EON Systems, Inc.
Date: October 2012
EON Systems has called and offered to further extend the free training time for Jon as well as provide any tech support needed for the problems they are having. At EON Systems, we are all too well aware of what one goes through during a transition to new software. The key to success is training.
When changing to anything new, there is always a period of confusion. You are used to certain ways of doing things. Keeping one’s eyes on the reason for the change and having a good concept of those final benefits are necessary to alleviate those misgivings and annoyances during the process.
The Practice Solution only requires about 10 clicks for checking a patient in, recording their services, entering their payment and checking them out—far less than most programs. With The Practice Solution, we provide training CDs, a training workbook, an online help manual and a personal consultant that provides free training for up to 3 months in this case (45 days is the usual) after starting to use the
Documentor, the note-writing software, does have note templates that are ready to use right out of the box only if you do not want any customization. Most practitioners who choose our software want to take advantage of this customization facility as they get the notes they want – not canned and not like other users of the same software. That does require an investment of time to achieve that. On average, most practitioners require about 15 hours of training on this product and then just call in for
more advanced help if they require complex factors in their notes. With Documentor, we provide an online help manual and another personal consultant that provides free training for 45 days. We are also working on video training films now too. We have extended the free training time to 6 months so far for Jon and we are very willing to extend it further should he wish more assistance. We also offer a customization service for a fee. There are newsletters online with how-to tips for Documentor users.
As regards software crashes or slows, we advise the IT on how to prevent these. Shutting off the server in the middle of a note being created, virus software scanning at the same time as using the program and the wireless network creating errors, although not occurring when they sat closer to the router, are really in the realm of problems for the IT to solve, not program errors. Documentor can be run from home if you connect into the computer that stores the notes database—just the same as any other program.
Our tech support does not require an appointment unless one requests one at a convenient time. We do operate on Eastern Time working hours, but we were told at the start that 9am PST was the best time to contact them--and that does then provide 6 hours a day to call in.
Our software requires that one puts more time in on the set up and training than some others, but the dividends pay off with reduced daily work time once the program is operational.