We are a privately owned clinic with 29 (currently) providers. We had paper charts until 2013 when we went with Greenway. We chose Greenway because our providers decided that they wanted to still do as much dictation as they could, which Greenway allowed us to do. Through the past couple of years and learning to build the templates we need, this dictation hasn't been such a priority for the providers, but the ones that want to do this, can still do it with a Nuance product and PrimeMobile solutions. In 2014 we outsourced our billing with Greenway's Revenue Management. This was a challenge to get everyone on the same page, but persistence and sticking with it we are now happy with the choice to do this. We ended up downsizing about 15 of our billing personnel when we did this, so we knew we HAD to make it work and we did. We do not use the Greenway Patient Portal, when we began with Greenway the only option to us was to use the Medfusion portal and now that the Greenway Patient portal exists, it would not be beneficial to switch over. Greenway and MedFusion do not currently have a way to seamlessly transfer our patients from one portal to the other. The staff at Greenway has been VERY helpful. If we have an issue and it isn't resolved, i have been known to go up the chain to get some solution to a problem and that has not been a problem for Greenway staff. The training was exceptional when we went live on both practice and chart. We do have several interfaces with Greenway: lab, radiology, portal, etc and that have been an issue that our IT department has been working with Greenway on. The API's don't seem to be stable for some reason, it seems to be an issue that upgrades and hot-fixes cause the interfaces to have issues. Our nursing and doctors have gotten good at using Greenway and there are so many ways to do things within the software, which makes it flexible for different types of users and workflows.

Ease of use and the intuitiveness in using it. We have a customer experience manager, we can call her at any time with questions and she helps us out, she is very helpful. If you need a report and you can't figure out how to create it, call support, they will set it up for you. Tons of reports.

Sometimes when calling support, you will get someone on the phone that tells you to do something, that you KNOW you shouldn't do. Greenway has promised that they would get a better support solution and they have delivered. It is alot better than it was in the past. Sometimes the billing invoices are not to be trusted and convoluted. They are hard to read, not logical in any sense, do not indicate what exactly the charges are for and the same charge will appear in numerous places on the statement. We have to review the statement every time before payment is made.

We have used this product since August of 2011. Since then, we have seen this EHR go through it’s growing pains, but ultimately, continues to improve and build on a platform that is more user-friendly and customizable (by non-techinical personnel which ultimately lowers overall cost of ownership) than many others out there in the market. No EHR is perfect and anyone touting such is not providing a realistic assessment of the current state of EHRs. There are definite pros and cons of each and ultimately, decisions need to be made with systems that have more pros than cons. As with any EHR system, you will only see maximum efficiency if the proper time is taken to perform the right set-up and then continuous process evaluation to tweak and adjust as the practice moves forward.

Ability of non-technical users to update and adjust templates without requiring the assistance of highly-paid consultants or users with advanced “technical” expertise. The new orders module helps tremendously for many different areas and can be used to help with PQRS, in-office lab testing or imaging (and has helped us with many audits to provide evidence of ordering and interpretation of said tests), and many other areas (including questionnaires). The new mobile version is one of the best I’ve seen and the interface continues to improve. It’ll really be a game-changer once the ability to chart form mobile is released. I think this will expand the ability to chart from an iPad (or iPhone if a doc chooses) compared to a clunky computer or laptop. The additional modules (while they do cost extra, but at a reasonable rate), integrate well for a patient portal, messaging system, PQRS registry, population health management, and clearinghouse. Finally, the Meaningful Use reporting system is one of the best I’ve seen. It makes it easy to track how physicians are performing throughout the year and make adjustments to help meet MU criteria. While it is already good, a future update should make it even better. I best not forget that have a dedicated Client Experience Manager and dedicated account executive helps to keep a personal touch with how we are performing as a practice and act as a liaison with the company executives.

The correspondence module for referral letters is really weak and needs a major overall. We still have to resort to transcription for more customized and stream-lined correspondence (versus sending the entire note). We know things are trying to move to a more electronic medium in communication, however, some docs will never abandon their fax machines and still really on paper charts. As such, we must maintain a quick and efficient method for communicating with these referring physicians. Direct messaging is good, but currently feels more like an after-thought. It will be nice when this is truly and fully incorporated into the software. The interface does seem a little dated, however, we have been told there are plans to overhaul the user experience and interface in the coming year to give it a “fresher” appearance more in line with the current mobile offering.

Sales person did not know the capabilities of the system and misrepresented what it could do. It took 14 months to get to the point of trying to implement some of the elements of the package we purchased. We still aren't there. Trying to solve the discrepancies between what was purchased and what we got has been time consuming and extremely difficult. Like repeated emails daily, like sending emails to the CEO, CFO etc. multiple times, calling, faxing etc. We have been in that black hole you hear about. We purchased this system after our total dissatisfaction with the Intergy system. When Intergy sold to Greenway and we were shown the PrimeSuite program we were so happy to think there was a system with templates that were relatively easy to use so the doctors would stop complaining. I like the idea that Greenway is trying to straighten out the problems with the product, it is just a very, very slow process. They do listen to customers with ideas for improvement.

First, RCM caused us to lose over a hundred thousand dollars in revenue, and I had to do the coding. We were sold a product that did everything our local billing company did and more. Using it was made a condition precedent to the purchase. It was a disaster that took a year to resolve. Every patient's account had to be reviewed and corrected. The EMR portion of the program is a disaster. The front office staff were ready to walk out. Scheduling and rescheduling are very time consuming and multi-step processes. There is no way to print a month's schedule or even see a month which you couldn't see even if you did have that feature because the screen is so small it takes a magnifying glass to read it.

I was on the team responsible for reviewing and selecting the EHR system for our office. When we compared Greenway against several other leading EHR programs we found Prime Suite to be the most functional for all levels of computer capabilities. The cost was also competitive when compared to their competition and has remained so no matter what we've had to change or add over the past few years. Besides functionality we needed a customer support team that wouldn't abandon us and Greenway has not disappointed us in any way. They really appear to make customer service a priority by being prompt with their follow-ups, pleasant to work with when you feel completely inadequate and strive to provide a solution immediately.

I was on the team responsible for reviewing and selecting the EHR system for our office. When we compared Greenway against several other leading EHR programs we found Prime Suite to be the most functional for all levels of computer capabilities. The cost was also competitive when compared to their competition and has remained so no matter what we've had to change or add over the past few years. Besides functionality we needed a customer support team that wouldn't abandon us and Greenway has not disappointed us in any way. They really appear to make customer service a priority by being prompt with their follow-ups, pleasant to work with when you feel completely inadequate and strive to provide a solution immediately.

Occasionally the system gets a bug that can take longer than you'd like to be fixed. The cons are really nothing you can't expect from a computer program and occasionally it crashes but this happens very seldom.

We have had the software for 7 years now and our overall experience has been positive.

The software itself is good looking with easily usable menus and modules. It makes a good looking note and you can make it as thorough as you like with the ability to create and modify templates (although that can be seriously time consuming, but saves time later). You have the ability to run a ton of different reports for any data you want to analyze. Customer support is great and they have a chat feature which is very handy.

Eventually it will not be supported as Greenway is going to focus on Intergy. Some of the things that make the software so functional can be time consuming to set up or edit (schedules, templates, reports). Probably my biggest gripe is that there are no templates for creating new users, a lot has to be done from scratch for each one.