> -----Original Message-----
> From: [EMAIL PROTECTED]
> [mailto:[EMAIL PROTECTED] On Behalf Of Andrew N.
> Shrosbree
> Sent: Friday, 9 February 2007 8:58 PM
> To: General Practice Computing Group Talk
> Subject: Re: [GPCG_TALK] Open letter to Medtech
>
> All,
>
> Regardless of how derelict you believe Medtech to be in their
> commitment to their customers, surely we cannot condone such
> a ruthless and public attack on a business? A business is not
> a person, but is composed of people who are possibly doing
> their best. The glacial response from many software vendors
> is a known irritant, but I propose that a more appropriate
> solution is to write a letter to the company concerned
> explaining why you have voted with your feet: by choosing
> another product.
>
> Just my opinion.
> Andrew
>
I consider this a testcase - if there is a good outcome from this and the
problems are addressed I predict it will open a floodgate of similar cases
with the other Vendors. I might even pen the one to HCN - I have given up on
reporting the daily crashes I have with MD3 on all of my workstations, the
disappearing icons and other lesser nuisances.
T
Btw - can one still buy a new PC with only XP on it or are we forced to buy
Vista? HCN does not support Vista so if I had to upgrade/add a machine I
would have to buy a Vista machine, take Vista off and load XP which is
likely to be a nightmare of a process.
>
> [EMAIL PROTECTED] wrote:
> > FYI: James has forwarded this letter not only to Medtech
> Directors but
> > to the ASX and the Fin Review (AFR).
> > I suppose AusDoc & MedObs will note this as well.
> >
> > Of note, James's list of problems is not exhaustive - many
> of his have
> > existed since 2004 but ours have existed since 2002 and
> still nothing
> > done, we have more problems than have been pointed out in
> this letter.
> >
> > Medtech has been aware, I am told, of this letter since
> Monday, it is
> > their responsibity as a publicly listed company to comply
> and respond
> > to the problems officially raised and will no doubt, reply
> officially to the Stock Exchange.
> > These things always have ramifications on stock prices and the
> > company's future.
> >
> > fee
> >
> > --- Start of the Attached Message ---
> >
> > From: "James" <[EMAIL PROTECTED]>
> > To: "Mach Dinh-Vu" <[EMAIL PROTECTED]>,
> > <[EMAIL PROTECTED]>
> > Cc: "Mae Taylor" <[EMAIL PROTECTED]>,
> > "Medtech Help Desk" <[EMAIL PROTECTED]>,
> > "Kenneth Wong" <[EMAIL PROTECTED]>
> > Subject: Open Letter to MedTech Global Limited
> > Date: Fri, 9 Feb 2007 13:57:29 +1100
> > [ Reply ] [ Reply All ]
> >
> > Date 9 Feb 2007
> >
> >
> >
> > From
> >
> > James Bishop
> >
> > Longevity Enterprise Pty Ltd
> >
> > 8 Jackson Court
> >
> > Doncaster East
> >
> >
> >
> > To
> >
> > MedTech Global Limited
> >
> > Level 1
> >
> > 83 Palmerston Crescent
> >
> > South Melbourne, 3205
> >
> >
> >
> > Attention Members of the Board
> >
> > Mr Vino Ramayah Executive Chairman and CEO
> >
> > Mr Simon Trevisan
> >
> > Mr Ravindan Govindan
> >
> > Mr Shane L. Stone
> >
> > Mr Russell Clarke
> >
> >
> >
> >
> >
> > Dear Directors
> >
> >
> > Open letter to Medtech Global Limited
> >
> >
> > Quick summary
> >
> > The significant amount time taken by doctors and practice
> staff to fix
> > problems and resolve caused as a direct result of failings
> of Medtech
> > software add a considerable burden to Medical Centers who
> currently used Medtech software.
> > Your company?s failure to address these issues has caused
> significant
> > damage to trust and significant loss of goodwill. Several of your
> > existing customers of Medtech software are not likely to be your
> > customers in the very near future.
> >
> >
> >
> > Action including a review of you companies software error and fault
> > logging and timely notification of issue and faults to your
> customers
> > and ongoing development needs to meet your customers are
> urgently required.
> >
> >
> >
> > You may/should be alarmed to hear a new doctor at my practice used
> > several software platforms over the last two years during
> GP training
> > program. He rates Medtech32 clinically as the 2nd worst of the 5
> > medical software programs he has used.
> >
> >
> >
> > Your failure to inform the stock market of some of these
> problems may
> > be an issued for the Australian Stock Exchange Continuous
> Disclosure
> > Rules specifically Chapter 3.1.
> >
> >
> > Other Background
> >
> >
> >
> > In December 2005 Medtech staff and I discussed several Medtech
> > software problems and very specifically ongoing support issues. I
> > expressed my dissatisfaction that frequently I was told by your
> > support staff issues and problems I raised had not been reported at
> > any other sites when I later found that many or most other
> sites using
> > Medtech software were experiencing and reporting the same faults.
> > Medtech staff agreed with me known faults with Medtech should be
> > advised to users to enable us to deal with the faults until
> you could fix them.
> >
> >
> >
> > Medtech staff suggested to me many of my problems and
> issues would be
> > resolved by Version 5. Later I was assured 5.1 would fix my ongoing
> > existing or new issues. When I was still experiencing
> problems I was
> > told many of my problems with Medtech software would be solved by
> > upgrading the Medtech data base to Interbase 7.5. I paid for and
> > installed Interbase 7.5. I still have many of my original
> issues and a
> > dozen new problems including new unacceptable possible
> legal issues and accounting and attribution problems.
> >
> >
> >
> > Medtech staff assured me most support issues would be fixed
> by moving
> > the support functions to Sydney from New Zealand. This has not
> > occurred, lower level support is now much worse than the
> previous New
> > Zealand based staff provided.
> >
> >
> >
> > I was told a Medtech user forum/portal and issue register
> would occur
> > in early 2006 which would list current issues. I later received an
> > emailed of a revised timeframe of August/Sept 2006 timeframe. Your
> > website now states it might be 2nd quarter 2007.
> >
> >
> >
> > It is odd that an issues or fault register (forum/portal) doesn?t
> > already exist for MT32 users. It is poor customer service
> on your part
> > not to alert all users to possible or known serious
> problems. As with
> > most things in life or business, honesty and openness tend to avoid
> > problems. Secrets and hiding problems cause or compound
> problems further.
> >
> >
> >
> > It may be necessary to for users to pay for major upgrades such as
> > occurred with MD2 to MD3 when they moved to an SQL database. Fixing
> > basic ongoing problem is not a major upgrade it is required
> customer
> > service or a warranty issue.
> >
> >
> >
> > A some of the issues below have possible legal implications for my
> > doctors and the practice. The legal risks I face if a MT32 systems
> > failure caused me or others to be sued may be shared by
> Medtech if the
> > failure is caused by an issue Medtech is aware of but
> failed to tell
> > me or other software users about.
> >
> >
> > Medtech software -Possible legal issues
> >
> > I think possible legal issues for myself or others could occur as a
> > result of errors with Medtech Software for the following
> problems. The
> > possible legal issue may involve the Medicare Office, Professional
> > Service Review audits, underpaid or overpayment of doctors
> or failure
> > to provide required medical care due to medtech software issues:
> >
> >
> >
> > 1. Accounting- Attribution (Provider Income) altering
> in private accounts
> > 07/2006
> >
> > 2. Accounting- Unable to correct invoicing errors 12/2005
> >
> > 3. Accounting- Quickbills remaining active
> indefinitely. Causing old
> > quickbills to overwrite any new quickbill with the items billed and
> > service provider and provider income details days, months or years
> > later . Incorrect doctor being paid for services they did
> not perform
> > 12/2006
> >
> > 4. MIMS updates - We pay for monthly Mims updates but
> due to MEDTECH
> > issues can only receive and use a MIMs quarterly update 09/2005
> >
> > 5. INR Daily results - daily INR results are
> inactivated by Medtech.
> > The Doctors comments including possibly daily alterations to dosage
> > are hidden from view (unless filter is manually applied to include
> > inactivated results)
> > 08/2006
> >
> > 6. Medtech Support staff who are uninformed or
> untrained or dishonest
> > who state common known issues are unknown or specific to my
> site only.
> > Your companies failure to warn me and other users of known problems
> > which cause ongoing faults/harm/damage which could be managed or
> > controlled if you had the courtesy to inform/warn people of
> the fault
> > with your software- ongoing
> >
> >
> > Medtech software -Issues which affect day to day operations of my
> > practice and cost time and money to control of rectify
> >
> > 7. Appointment Overview or Appointment pad issues
> >
> > 7.1. Patient status altering from ?arrived? to ?in
> consultation? without
> > any doctor or staff actions 09/2005
> >
> > 7.2. System allow staff to double book time slots 09/2005
> >
> > 8. Reports -Patient Reports - Unable to include option
> to print In Box
> > Documents- it aborts whole process- 03/2005
> >
> > 9. Accounting- Unable to correct invoicing errors 09/2005
> >
> > 10. Accounting- Online claims transmitted. MT32
> incorrectly showing
> > that the transmission was successful and no errors When
> Medicare can
> > confirm with an error type 9616 ?Bank details error?. 03/2006
> >
> > 11. Accounting- online claims transmitted MT32 fails to
> tell us the
> > error or the error code when it is being rejected by
> Medicare. 03/2006
> >
> > 12. Accounting- Medicare Benefits Schedule updates
> received days or
> > weeks after the effective date for the account changes- Onging
> >
> > 13. Accounting- Batch reports not populating required
> fields 12/2006
> >
> > 14. Accounting- Insurance Cheque payments all paid and unpaid
> > invoices displayed when receipting cheque received 12/2006
> >
> > 15. Accounting- Account details displayed at Account summary level
> > but not if invoice is opened 06/2006
> >
> > 16. Accounting- Error loop created when invoicing
> requiring MT32 to
> > be closed via Windows Task Manger before the affected computer can
> > access Medtech again
> >
> > 17. PDF file- Inability to import and store PDF files into new
> > patient documents or as scanned documents 03/2006
> >
> > 18. Vaccine mapping- (and other mapping requirements)- Each site
> > being required to enter coding and mapping details to
> enable functions
> > and Mt32 ACIR transmission tool to work- Ongoing
> >
> > 18.1. ACIR transmission faults and
> errors when the vaccine
> > complies with MT32 supplied ?ACIR Vaccs.pdf? Ongoing
> >
> > 19. Lack of software built into Medtech32 allowing remote access
> > control for Medtech support staff
> >
> > 20. Obvious lack of Australian General Practice doctor or practice
> > management input into design, functions and development of
> Medtech 32
> >
> >
> > Medtech software - Other Issues
> >
> > 21. Accounting or online patient verification- Medicare online
> > patient claim or OPV confirmation window hidden locking or
> preventing
> > use of MT32 until staff use Alt & TAB to see the information tab
> > 06/2006
> >
> > 22. Displayed name incorrect- Name- preferred - and real
> name 09/2006
> >
> > 23. Text creation and editing significantly poorer than competing
> > software products
> >
> > 24. Scanning tool not working with some multi function printers
> >
> > 25. Care plan modules - not as effective as several other E.P.C.
> > tools
> >
> > 26. Memory issues on workstations which only affect MT32- requires
> > closing and opening MT32 to resolve
> >
> > 27. Obstetrics and other mapping requirements- Each site being
> > required to enter coding and mapping details to enable core
> functions
> > and Mt32 tools to work Ongoing
> >
> > 28. Medtech user forum/portal- ?August/Sept timeframe (2006)?
> >
> > 29. The cost of Interbase 7.5 and marginal improvements resulting
> >
> > 30. Inability to apply most required software patches and upgrades
> > during business hours.
> >
> >
> >
> > Some of the above issues will be addressed by your next
> upgrade. Many
> > of the issues I consider serious will not!
> >
> >
> > Responses to date
> >
> > ? A patch to fix accounting attribution errors
> expected 14 Feb 2006-
> > Chrissie advised by Mach Dinh-Vu 9Feb
> >
> > ? ACIR vaccine error- Mae Taylor Resolved 7 Feb 06
> >
> > ? Promised improvements in logging and dealing with
> faults - Mach
> > Dinh-Vu 9 Feb 06
> >
> > Support or Medtech staff including Mae-Sydney, Chrissie-NZ and
> > Kenneth-NZ have provided good or great support.
> >
> > Yours truly,
> >
> > James Bishop
> >
> --
> Andrew N. Shrosbree B.Sc, B.Ec
> Technical Architect
> ArgusConnect Pty Ltd
> http://www.argusconnect.com.au
> Mob: +61 (0)415 645 291
>
> Skype: andrewshroz
>
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