Neal A. Marks, DPM
Jeffrey A. Halpert, DPM
Cleveland Clinic’s MyPractice Community, an affordable, integrated, HIPPA-compliant electronic medical record system for private practice physicians, is highly regarded for its security, reliability and superior customer service. Recently, we had the opportunity to visit a few of MyPractice Community’s loyal customers to discuss the ways in which adopting the program has enhanced their practice. Practitioners Neal A. Marks, DPM, and Jeffrey A. Halpert, DPM, have been using the program in their clinics for some time now and say the service they receive is unprecedented.
Why did you select MyPractice Community as your EMR system?
“Prior to selecting MyPractice Community, I looked for about three years at different EMR systems,” says Dr. Halpert. “My biggest concern was having the support I’d need. I interviewed several different companies, local and not and it just didn’t seem like they had the right support in place. Many only had a team available nine to five, Monday through Friday. MyPractice Community has the option for 24/7 service. To me, that’s very important.”
What do you most like about MyPractice Community?
“MyPractice Community offers great customer service; that’s my favorite,” says Dr. Marks, who has been a customer for almost six years. “The one thing that I’m absolutely amazed about is that I make a call and someone picks up the phone. I don’t have time to leave a message and wait for a call back. I don’t know how they do it, but if we are put on hold it’s less than a minute. I know from working with other hospitals’ EMR systems; you can wait on the phone for 15 to 20 minutes. Most of the time, you have to leave a message. But with MyPractice Community, they pick up right away.”
How comfortable do you feel with the security of patient information stored in MyPractice Community?
All data captured in MyPractice Community is backed-up nightly to two off-site storage systems that provide data security and system redundancy. Dr. Halpert says he’s “completely at ease” with the security of patient information stored in the program. Dr. Marks agrees, “In this instance, I know that Cleveland Clinic has done the backup and I know that my patient charts are in safe hands. That’s important! You cannot afford to lose those records.”
Upgrades and maintenance to MyPractice Community are done during down times at no cost to a practice. This means that system outages are a rarity, which is of course crucial in clinical settings. Such was the case on January 25th of this year, when a team of experts merged three large data repositories into a single, integrated system. The team created one environment to help simplify clinician workflows and ensure total patient data visibility. This deployment merge took three years to plan, but only a few hours to execute.
How did the MyPractice Community deployment merge impact your practice?
Dr. Halpert says that although he and his staff knew something was happening that weekend, they noticed no adverse effects come Monday morning. Dr. Marks experienced much the same. “I remember telling my staff, ‘Oh, just be prepared, I don’t think Monday is going to be an easy day. There may be glitches in the MyPractice Community service because they’re merging the areas.’ But we came in Monday and there was absolutely no issue at all.”
Would you recommend MyPractice Community to other physicians? Why?
It’s satisfied customers like Dr. Halpert and Dr. Marks that endorse MyPractice Community to their colleagues. “I would recommend MyPractice Community and I have,” says Dr. Halpert. “We’ve been using it for about one and a half years now and my staff has been very adaptable to the program and very pleased with the service we are receiving. We feel like the MyPractice Community team is an extension of our office. They really got to know our practice and are always helpful and professional when they stop by.”
In fact, Dr. Marks is the one who recommended MyPractice Community to Dr. Halpert. “The customer service is unbelievable,” concludes Dr. Marks. “MyPractice Community is a great group of people. They’re some of the best workers I’ve partnered with in a long time, no doubt about it.”