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PrimeSUITE Service, Flexibility Mirrored in Customer Loyalty, Longevity

February 21, 2011
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Greenway Medical Technologies, Inc., Carrollton, Ga., has earned two Best in KLAS awards in the “2010 Top 20 Best in KLAS Awards: Software and Professional Services” report. PrimeSUITE Practice received top honors in the practice management (6-25 physicians) category for the third consecutive year, and PrimeSUITE Chart ranked #1 in the ambulatory EMR (6-25 physicians) category for the fifth consecutive year.

The PrimeSUITE Practice system received an overall score of 89.1%, and its customers rated the solution's overall quality as 8.2 out of 9, according to the report. PrimeSUITE Chart earned an overall score of 87.1%, with a quality score of 8.2. All Greenway clients participating in the survey noted they would purchase the systems again.

The high scores are viewed as a reflection of the company's commitment to customer service and a functionality built upon user-requested features and flexible workflow options, says Greenway® COO Greg Schulenburg. The company, created by and for physicians and practice administrators, still retains nearly every client signed since its founding in 1998.

“If a new customer completes a survey saying they made a good choice in partnering with Greenway and would do so again, that's a nice compliment,” Schulenburg says. “But if that same customer is with us for many years and still states they would partner with us if they had to do it over, well, I don't know of anything better. Long-term partnership is our goal at Greenway.”

Versatility for a Changing Market

PrimeSUITE® offers more than 3,000 templates and has specific workflows for more than 30 specialties. Customizable workflows allow customers to focus only on specific practice needs, while being able to add new clinical data at any time, Schulenburg adds. Clients also have access to a patient portal, PrimePATIENT®, to streamline appointment scheduling, intake data and medication refills, making more efficient use of available staff.

“PrimeSUITE marries clinical, financial, and administrative capabilities on one central database with applied interoperability integration,” Schulenburg says.

That interoperability engine, PrimeEXCHANGE®, brokers all data transaction formats automatically, allowing practices to communicate with third-party labs, hospitals, public health agencies, and other healthcare stakeholders without having to maintain (or understand) the interfaces themselves, he says. “Rather than build interfaces point-to-point, this engine can map to any of the current protocols and standards, which cuts down on a practice's overhead and maintenance time.”

Developing the Future

EHR features that used to be considered a value-add-like eligibility verification or electronic remittance-are now a necessity to maintain an efficient and accurate practice, Schulenburg notes. Today's demands for physician practice documentation require a deep-featured system that is still flexible enough to accommodate a wide range of medical specialties and modalities, and to communicate with an array of third-party business partners.

“The landscape is changing so quickly-Meaningful Use, PQRS, and other quality reporting programs, as well as emerging models such as Accountable Care Organizations are on the horizon. We're no good to our customers if we're not constantly looking to the future while providing everything they need now.”

One example is providing clients with patient chart access through the blossoming options within the wireless world: Greenway's mobile options have already grown beyond smart phones to iPad and iPhone modalities, with Android applications on the way. “Customers shouldn't have to worry about the platform or delivery mechanism. As a company, we need to deliver whatever the customers view as an efficient tool for their practice,” Schulenburg explains.

With clients nationwide, Greenway's main focus has always been to develop the upcoming needs for physician practices, Schulenburg says. The latest version of its EHR, PrimeSUITE 2011, contains all of the certified Meaningful Use Stage 1 functionality for data capture, reporting, and dashboard tracking. Many physicians are also working directly with PrimeRESEARCH, which facilitates clinical trials, quality reporting, and healthcare benchmarking, Schulenburg adds.

Customers should expect solution providers to offer the latest platforms and technologies, Schulenburg says, adding that Greenway rolls out upgrades based on customer needs, and not on fiscal timelines. “We don't really differentiate our service along specific software lines. Our service is our entire company portfolio,” he says. “We hope our customers rate us not only on our software, but also on how we respond to their needs and practice issues.”

For more information, call Greenway Medical Technologies, Inc., (866) 242-3805 or go to

Healthcare Informatics 2011 March;28(3):S16

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