[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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