Five Question Friday: Being a Practice Fusion-Certified Consultant

This Week’s Guest:
Michael Russo, Managing Partner
Innovative Health Care Solutions
Rocky Hill, Connecticut (Servicing NY, CT, MA, RI, NH)

Editor’s Note: In response to user requests, Practice Fusion established a Certified Consultant Network. Michael’s organization belongs to this Network. For physicians in solo- and small-group practices, Practice Fusion Certified Consultants act like your own personal IT department: they fix things and answer questions, and help you with workflow design issues that might arise with respect to EHR utilization.

Practice Fusion’s Consultant Network is growing rapidly, and now includes more than 40 Certified Consultants in the US. Certified Consultants use training and promotional materials designed by Practice Fusion to support our users. We have no financial ties with them, and receive no money from them. For more information about our Certified Consultant Network, please go here.

Michael’s Vision:
We are not simply a technology company, we are healthcare providers that know how to implement an EMR without losing focus on what really matters...patient care.

Michael in his Own Words:
I formed Innovative Healthcare Solutions to address the needs of small/medium sized physician practices in the Northeast who want to leverage technology to increase the efficiency, clinical effectiveness and profitability of their business. A major aspect of this is implementing an intuitive, comprehensive EHR solution. My experience and training as a Physician Assistant give me insight into the effects technology implementation on health care delivery systems. This insight, combined with my Master’s Certificate in Lean Six Sigma Healthcare, allows me to provide advanced technological solutions that improve efficiency, effectiveness and profitability.

Thank you Michael, for agreeing to participate in our series about electronic health records (EHRs) and their impact on health care professionals. We want an honest appraisal of your interactions with us. We value advice that helps us improve what we do. So let’s begin!

--What's it like out there for a person in your business?
There is a tremendous amount of interest in EHRs out there but a lot of confusion and misunderstanding as well. In talking with many practices, HITECH seems to be driving a significant portion of the interest, but there is a large knowledge gap regarding the required compliance with the meaningful use criteria needed to obtain that money.

This situation has created a market for consultants to guide these clinicians through the EHR selection process, and with the help of HITECH compliance guarantees similar to the one Practice Fusion offers, assure them the full rebate offered.

--What are the things that your clients care about in deciding which EHR to go with? Things they're looking for, things they want to avoid?
The needs and requirements of small practice clinicians seem to be focused most on ease of use and intuitiveness of the platform. I have heard many folks ask for something that is as easy to navigate and use as their favorite websites. Most individuals have basic web navigation skills, so they are comfortable with that platform. This comfort level will help expedite the learning curve for new users.

As a clinician, my feelings mimic those expressed by my clients. I want to be able to work on a familiar-looking platform that enhances my practice rather than something that requires a complete overhaul of it. This anticipation of a steep learning curve and the thought of devoting already precious and stretched time is a concern for clinicians.

The cost factor is also always a concern but the HITECH rebate, the possibility of increased productivity and a free EMR like Practice Fusion help mitigate that concern.

-- Tell me about your search for an EHR that you believe would be a fit for your small office target clients:
Through my career I have seen and used many different EHRs. When I began looking for one to work with exclusively, I knew first that I wanted to go the way of SaaS (Software-as-a-Service), which helped narrow my search.

I know my target demographic. I know that individuals who are worried about how to restart their computer would not be interested in maintaining a server in their offices. I wanted something that was maintenance-free from the user side as well as one that was intuitive and easy to use. If I was unable to sit in front of a platform and proficiently navigate through basic functions within a few hours, I could not expect my clients to do so.

Another criterion was customer support. I have spoken with many EHR vendors regarding functionality issues I encountered with their systems over the years, and they gave me what I consider to be the worst answer in the IT world… “Sorry, can’t do it.”

This to me was an immediate deal-breaker. One of the things I was looking for in a vendor was a willingness to work with and for the user.

--How did you come across Practice Fusion?
I came across Practice Fusion when I entered what I figured would be a shot-in-the-dark web search for “free EMR.” From a business standpoint, I wanted to find something that would have a unique sell point and there is no better sell point than “It’s free!!”

Of course, I was skeptical, hearing my father’s voice in my head reminding me that, “you get what you pay for.” This could not be further from the truth. After the five minutes it took me to sign up for the trial I began to navigate through the software with ease. There were clearly labeled tabs that contained the fields I expected them to. Absent were the 40 abstract icons that usually clutter the top of the screen leading you on a wild goose chase to find the information you need. Present was a clean, intuitive platform that was a refreshing surprise. I was an instant believer.

What do you like best about the Practice Fusion EHR? What don’t you like?
Bar none, the most impressive aspect of Practice Fusion is the “request a feature” tab. Having this tab present on the corner of every page and then getting a prompt response to a request, to me, indicates the dedication of a company to be client focused, innovative and open minded. These three traits, I believe, are the keys to success regardless of what industry you are in.

There is nothing so far that I have found that I do not like about Practice Fusion. But going forward, I would love to see them take on these two things:
1) utilization of mobile device platforms to integrate point of care testing and evaluation into the software making the platform even more efficient (Editor’s note: Coming, but probably not until Q4 the earliest.), and
2) inclusion of a kiosk-like page for tablets or laptops allowing patients to electronically sign common office forms, indicate their chief complaint, and access reliable peer reviewed medical information during a visit all while sitting in the waiting room. (Note: We are evaluating possible partnership deals with vendors who provide this functionality. Stay tuned.)

--What do you need from Practice Fusion to be successful in your consulting business?
Practice Fusion has already provided me with all that I need for a successful consulting business. I have a free product and a platform backed by and innovative, open minded medical-focused company. I truly look forward to continuing to work with you to promote this platform and bring it to many practices through the Northeast.

Thanks for that, Michael. Good luck!

Interviewed by Glenn Laffel, MD, PhD
Sr. VP Clinical Affairs, Practice Fusion