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.

We had a two part launch with Greenway's PrimeSuite, first our PM side separate from our chart side. We launched our PM side Oct 2010 and our Chart side July 2011. Although slightly cumbersome to begin with, this phased approach helped keep our clinic functioning as smoothly as possible during the transition and was a way to reduce staff stress. The longer delay also enabled us to craft our own templates, which was essential since we are a specialist practice (Orthopedic Spine Surgery). Greenway was accommodating in allowing us this time to get our templates as close to what our providers could envision the "normal" clinic to look like. They were also very responsive in getting back to us as we encountered various issues while building then. Since we were not in a live clinic session while doing this work it went fairly smoothly. We spent a great deal of time crafting these, and I think if you went live without taking the time to really mold your own templates, you would have a difficult time no matter what area in which you practice medicine. We had various trainers for our chart implementation, and some were better than others. However, once we found a trainer we could work well with and we felt understood the product fully in how it would relate to our practice, Greenway worked with us to complete our training with them. In looking back over the transition, although it was difficult at times (as any transition from paper to electronic would be), we think we weathered the storm fairly well. In large part this was due to the immense amount of staff support and buy in. You have to have your ancillary staff on board as they will and can do a tremendous amount of heavy lifting to make it as good as it can be. Our providers still notice some shortcomings (e-Prescribe often being the one that stands out) but we took as much extra time as we could to make their templates as thorough as possible to try to speed them up during the clinic. The immense amount of documentation for a specialist to enter via a template is always going to be a lot of work (EHR systems speed some things up and slow some things down) but we feel this system is giving us as much flexibility as we could get from an EHR. We have tried to make PrimeSpeech work for us in an effort to speed up clinical documentation, but so far have not had much success with that, but we are constantly trying to figure out how we can improve what we use daily. We also find that Meaningful Use in a Specialist office often hinders the workflow, but that would be true of any attempt to capture data that may or may not be applicable to a specialist. I have been very happy with the technical support of the product at Greenway, but will also admit that with any EHR, the staff has to be willing to think outside of the box and to take a concern of daily workflow and try to make that work within the system. When we think of these things and bring them to Greenway, their support has been very good in allowing us to make this happen. We did a great deal of research before deciding to partner with Greenway (we researched the product that would best fit a specialist practice), and in that respect we have been very pleased with our PM and Chart solution via Greenway. I would encourage all specialist practices to give them an educated look to see if the product would fit their practice.

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.

I did use in the past practice fusion, nextgen, practice partner in the previous job before going in my on own I will rather use practice fusion again, I do have the view as a physician and owner of the practice.

The billing software works well, I found it difficult to find a claim that was not paid why ( all the information is there) you need to get used to finding it, it is not easy to see and find a thing quickly.

Very difficult for family medicine you need to expend a lot of time doing your set up otherwise paid a lot of money for training and still do your own work " Forget about free training" the free training is just for you to start using greenway, finding diagnosis is difficult it takes a lot of time, sending prescription also take time, you have to save everything before you move to the next step in your note otherwise you can lose the information, make sure your contract has everything you may need in the future otherwise they will charge you for even a smile in from of prime suite, the sale person will tell you everything is included make sure you take your time reading and getting everything in written ( e-prescribe free: not true for control medication you have to pay extra if not written in the initial contract, asking for update or more training it can take weeks even when you have to pay.

The upfront planning and project execution of both the Practice Management and Clinical has afforded us the opportunity run an AR of less than 14 days! It is a tremendous advantage to our physicians who have become efficient with the use of templates to see more patients and subsequently treat a larger portion of the community.

The ability to produce templates to ensure appropriate documentation is provided during care which in turn significantly increases the opportunity of clean claims on the front end.

The reporting and analytics of the software could be improved in that the canned reports are fundamental but the need to customize Is difficult to navigate in PrimeSuite. The need to establish benchmarks and other measurable statistics is increasingly required to manage our practice, therefore a dynamic reporting and analytics suite is a premium.

We have been with Prime Suite for many years- they have had many growing "pains" over time, either with product management, customer service or just what direction the company is going in general. I do feel that they have definitely redirected and have placed success of the clients as priority.

One of the main pros for Prime Suite is its user flexibility. Staff are able to customize screens, templates, filters across the entire software application that best fits their needs and productivity. It lends itself to different "levels" of system users.

Reporting functionality can be challenging due to how the data is stored.

There are a lot of positive features and functions in Prime Suite. It is a stable, robust EMR platform that makes it easy to optimize and scale-up workflows across multiple sites. Our patient volume and charge capture has grown by 14.5% since going live 4 years ago. The Achilles heel of Greenway is poor inside sales.

Highly Customizable. Tailored for Ob-Gyn practice and workflows. Extensive market partners capable of plugging into the system to further tailor workflows.

They nickel and dime you for every little add-on feature and don't allow you to cancel or change features and licenses easily.

Any problem or questions that I have with any function in Greeway is ALWAYS handled promptly, professionally and each person that I have spoken with in these past years has addressed my issue with grace and a positive attitude which from my side of the page is extremely helpful

Practice Management Side - ease of use and I love the Greenway Clearing House feature as it is so easy and the turn around of claims is fabulous

The appt scheduler - I would like to see a drop down or something so you can see future appts listed for one patient...presently, you can only see one past and one in future

We are a 3 person Internal Medicine group in a New Jersey suburb of Philadelphia. We had looked at several systems and chose Greenway partly on the recommendation of a consultant. The demo made it look fairly easy to use. We had no illusions that the transition from paper to an electronic health record would be easy but we had no idea what a hardship it it be. We blame most of this on Greenway. Implementation was a disaster. Our supposed project manager seemed to only manage to be able to delegate questions and problems to others. When the day for training and implementation came we did not have a functional system. Our trainer could not log us on to the system and we were missing needed hardware amongst other things. These are issues that should have been known about or dealt with prior to trying to train us but there was no one to take responsibility. Thus, after 4 days of training we were essentially nowhere. To Greenway's credit, they did give us three days more of training at no charge. However, they did charge us for the extra time it took to sort out the problems with the initial implementation - well over the estimate when we signed the contract. The software is very cumbersome to use for the number of diagnoses we have to deal with. It can take a long time to find and enter problems and history. There may be easier ways of doing what we need to do but because of the poor quality of the initial training and implementation we are learning on the fly. Support is fair - you can wait a long time on hold or get a reply by e-mail in a few days. The e-prescribing is cumbersome and time consuming, again, this may be a training issue as it was barely touched on because of all the other problems. We also found out, but we should have been aware, that there seems to be a charge for everything - Quest Lab (our major lab) monthly per provider charge, integrate an EKG -up front fee and monthly charge, etc. We have been using the system for about 3 months now. Though I can see some good may come of it down the road, because of the problems we have had I can see little good about the system. They need to improve the e-prescribing and make it simpler for an internist to use before I would recommend it to anyone. I also hope for their sake that our implementation was an aberration.

Printouts are functional and readable. It doesn't actively try to hurt you, physically.

Poor, poor, poor support! I often have staff members running around trying to be productive while they wait an hour on hold each time they call. They have to use their own cellphones, then put it on speakerphone and put it in their pocket so that I'm not just paying them to sit on the phone for an hour. My nurse often walks around with Greenway On-Hold waiting music emanating from her pocket. It'd be funny if it wasn't so infuriating. I get a nervous tic every time someone says the words "Seamless upgrade" to me. A recent example of our latest "Seamless upgrade" was the search function for diagnoses was just crippled. Now, I have to memorize the exact wording of the descriptor for the ICD-9 code I need. I can't just search for a keyword, I have to know how the sentence begins exactly. So now I have to pull out my iPhone, perform a ICD9 keyword search on a free app, then enter the ICD9 into greenway. Greenway's response, after listening to Greenway music for an hour, was I could send in an email requesting that the ability to search for ICD9's. I have little faith such an email would ever be read by anyone who'd give a care.

The product is very consumer driven. The more you put into it the more you get out of it. While this is not a con for us as we are very involved in adapting along with the product, some do not put in the time to make the product work for them.

What I like most about Greenway is the accessibility to customer service. If I have a question that I can't answer or if I need an answer in a hurry, their customer service team is amazing! They are always willing to take the time to answer additional questions and exceed expectations. Greenway's ability to evolve with the ever changing healthcare requirements is a testament to their longevity commitment. When adding new staff, it is an easy application to learn.

The software is very user friendly and upgrades are available frequently. Adding spell check as a feature has been a great deal of help. The customer service representatives are always very helpful and knowledgeable as well.

The software is not currently integrated with the CHS and Novant hospital systems in our area. If the software was integrated with the CHS and Novant systems then our referring doctors would be able to review our patient's office notes through their systems without us having to fax everything over to them and vice versa. This would be a very useful feature to have.

I have been billing for 30 years and this is the best system I have used. It is clear and concise. Easy to learn and makes my job easier. The trainers are great and don't leave your side until you're comfortable. A lot of systems employ many screens to do one thing. This system does not make you do that. You always know what patient you're working and where you are. Appointment scheduling is also simple........especially if you have to reschedule an appointment.

The reporting is great. Very clear and simple. Also the support staff is excellent. They know what they are doing and they are fast with answers and help.

This is a very dynamic program and covers all needs of a busy family practice. All EMR's take time and effort to make them work right, but we still feel we made the right decision to go with Greenway.

I love the functionality of this robust program. We are still learning to use it more efficiently and it continues to grow with us.

Setting up this program has a lot of time and decision making which is not always understood when you start. This is also why it keeps getting better though as well. Just wish we knew then what we know now.

Greenway is an older EMR with established systems. I do like the billing platform.

Scheduling, task management, and analytics are where Greenway needs the most help and updates.

The support that you receive from this company you will never find anywhere else.

Team Members and Customer Service at all levels are top notch! Ease of Use Excellent training and implementation plans

There really is not much that I can come up with as far as Cons go, I guess the one and only thing that I can think of is that when you enter a patient info the system you cannot remove them, I know that this is the same in many systems.

poor

Once you develop the template it is easy to use

poor customer support have had loggin delays every morning for months contacted Customer service they were not able to resolve the issue. every month have at least a couple of times where input data is lost because the system malfunctions and does not save the note I have to redo the note, frequent error messages

Definitely recommend doing extended training well AFTER go-live. It is much more helpful once you somewhat understand what you are doing!!

Love that you can track just about anything anyone does. It is very detailed and fairly easy once you get through the learning process.

Takes quite a while to really understand and get the hang of the software and there are several ways to do most things. Too many 'clicks' for some things.

Greenway works to stay ahead of the changes in the medical industry. I have been on the PrimeSuite system for 14 years and it is always changing as needed. They offer a several user exchanges and conferences each year.

The only things I have been disappointed with was the quick initial training and quick deployment. Of course, that was 14 years ago. I hope it has improved.

Good product that can scale to support needs of mid size healthcare practice. Very customizable but not too overwhelming to support.

Amazing product support and ease of use. Great customer support. Many folks have been on that team supporting the product for a long time.

Somewhat out dated user interfaces and not able to turn on ad-hoc interfaces. Must go through vendor.

EMR side is long outdated with no apparent plan for modernizing. They are STILL working out problems as simple as getting it to have a functional spell check that is compatible with current operating systems. Specialty support other than ob-gyn is non-existant

On the provider side, EMR is very complicated to get up and running and needs a dedicated templates person for PE admin and templates both. Superbill does not show total charges for the visit. No easy report to even show a physician how much they billed that day. Lab interfaces and integration are available but very expensive to have built. Patient portal, mobile access and others are an additional add-on expense as are many of the other features they show when advertising the product.

Overall : It is a great system. The implementation consultant was great, clear and always available to answer any questions or address any concerns.

The ability to generate different types of report whether it is clinical or management. The chat option is an excellent feature.

I felt the management training to implement the software and customize it to our needs was very rushed. The training calendar is very limited and the hours offered do not help while trying to run a clinic at the same time. The schedule window and the Visit Information: Check-in window are TOO SMALL. Every dialog box/window should have the option to be maximize to FULL SCREEN.

Overall Greenway Prime Suite is a good solid product with a lot to offer. It will take a little effort and training to get familiar with the system but once you do it is easy. We are very satisfied with how it helps us in our business.

Their support staff is superior to any customer support I have ever encountered. They are trained well and if they don't know the answer they get you directly to someone who does.

I can be a little difficult to learn in the beginning but once you get the basics of the system you are fine.