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CareCloud Corporation

  • Head Office

    5200 Blue Lagoon Drive, Suite 900 Miami, FL 33126

Product Profile
Product name CareCloud Charts
EHR Certification
History of development and product ownership CareCloud developed the product.
Was the product known by any other names in the past three years? No
Year that a fully functional version of this EHR product was first implemented in a medical practice in the US 2010
Number of full time equivalent (FTE) staff fully dedicated to this product
Product development: 58
Sales: 28
Implementation: 17
Support and maintenance: 119
Typical size of practice in which this EHR has been implemented
1–3 physicians
4–10 physicians
11–25 physicians
>25 physicians
Typical setting in which this EHR system is used
Multispecialty Clinic
Private Ambulatory Care Office
What specialties does this EHR support?
Addiction Medicine
Allergy and Immunology
Cardiology - Invasive/Interventional
Cardiology - Non Invasive
General Internal Medicine
General Practice/Family Medicine
Infectious Disease
Orthopaedic Surgery
Osteopathic Medicine
Pain Management
Physical/Rehabilitation Medicine
Pulmonary Medicine
Sports Medicine
Clinical - Other
Areas of the United States in which this EHR product is sold North East
Mid Alantic
South West
Hardware / Network
Operating system platform(s) supported
Windows 7 or Higher, Apple OS X 10.6 or higher
Does the company resell any hardware? No
Preferred list of 3rd party hardware suppliers Yes: First Data for merchant processing and payment terminals
Preferred list of 3rd party IT Support vendors? No
Does the product work over a wireless (WIFI) network? Yes
Yes: Typical security protocols suggested (browser-based sessions are encrypted)
VARs - Value Added Resellers
Do you use value added resellers to sell and distribute this EHR? No
Can customers purchase your product directly from your company or only from your VAR’s Yes
Can customers who have purchased your product through a VAR contact your company for support?
Application Service Provider
Do you offer an ASP version of your EHR product? No
No (CareCloud is fully cloud-based, served from a private cloud of Amazon Web Services as a SaaS offering)
Can you use Dragon or MS voice tools on your ASP solution?
Company policy regarding data ownership for the ASP EHR The fact that CareCloud system is cloud-native gives the group the ability to not only quickly deploy software for an expanding practice, or even an affiliated physician group, but because of its single instance, multi-tenancy architecture, the data is easily and securely accessible to the appropriate parties should that be required. The client always owns his data
Location of data hosting centers N.A. for ASP. For production data centers we utilize VPCs (Virtual Private Clouds) across AWS Regions (US-East) and a Verizon Cloud colocation at the NAP of the Americas (Miami). For compliance and security reasons all servers within Production VPCs in AWS run on Dedicated EC2 hardware. This means CareCloud virtual servers are not co-tenant with any other AWS customers on a shared hypervisor.
Software & Database
What programming language were used to develop the application? Core web application built primarily with Flex and Ruby. Production relational data is stored in PostgresSQL databases. NoSQL technologies such as S3, DynamoDb or MongoDB are used as well
Do you provide a test version of your EHR product for training and quality assurance(QA) purposes as well as the full production environment that is installed in the clinic? (The test version is a segmented area where users can make changes to templates or forms without it affecting the live environment) Yes
Are 3rd party applications required to use your EHR? Yes
Yes: internet browser
Do you use standard terminologies, e.g., SNOMED-CT, LOINC, ICD9, ICD10 in your program? Yes: ICD-10, SNOMED-CT (through Medcin mapping to it)
Expected date to be in compliance with ICD10 coding Already compliant
Expected date to be in compliance with SNOMED-CT Already compliant
Interfaces / Interoperability
Does this product have existing lab interfaces with Quest? If Yes, please explain whether the interfaces are uni or bi-directional.
If Yes to the previous question, are the interfaces bundled or provided at additional cost? Please explain. No
If the lab company picks up the costs, will the practice be charged maintenance and support fees? If Yes, please explain.
Does this product have existing lab interfaces with Labcorp? If Yes,
If Yes to the previous question, are the interfaces bundled or provided at additional cost? Please explain.
If the lab company picks up the costs, will the practice be charged maintenance and support fees? If Yes, please explain.
Does the company offer an integrated EHR/PM system? (i.e. a combined EHR/PM system) Yes
[If yes to the previous question] Does your system used a single shared database (not interfaced) for the EHR/PM system? Yes
Can your product be interfaced with a different PM system if the practice chooses to do so? No
List of Practice Management systems with which you have existing interfaces N/A
If you do not have an interface with a particular PM system, are you willing to develop a custom interface? No
If an interfaced PM system is used, does your EHR product transfer billing and coding data captured during the encounter to the PM system? If yes, is this a one-step or multi-step process?
Does the EHR use an interface engine? No
Implementation and training
Tools and/or services offered to clients in order to achieve meaningful use of their EHR? No two practices are alike, and our implementations process and training curriculum are tailored to each situation. Ongoing training, support, webinars, office hours and videos provide a constant source of encouragement and support for physicians learning a new tool. And our thriving online community portal lets physicians share best practices, tips and tricks, and generally learn from each other as they seek to make the most out of their CareCloud installation.
Tools and/or services offered to clients for current workflow analysis and redesign when using an EHR? The CareCloud system is highly configurable, with the ability to make changes and customize on the fly at the user level, without the need for any complex programming. From a clinical perspective, users can utilize content that is predefined from the content store, free of charge. These templates, order sets and favorites can be used as provided, or customized to meet the organizational, practice and user specific needs. Saving the content can be done easily with a single click.
Do you recommend a graduated implementation or a big-bang implementation (all live at the same time) for your EHR? Depends on the size and complexity of the practice. Many of our larger clients have a 'confederate' structure where graduated implementation makes sense, while many others prefer to go live at the same time.
What training mechanisms are used by the EHR Vendor? On Site
Web Based
Web Based interactive
Is there a minimum amount of training required by your company in order to satisfy the support and maintenance contract that we would sign with you? No
Training is conducted via pre- recorded role-based training videos, remote trainer-led sessions, and on-site trainer-led sessions. Training is completed by at least one designated consultant throughout the entirety of the implementation. Remote trainer-led sessions can be recorded and shared. We recommend on-site go live support to reinforce all prior sessions. Additional follow up training continues beyond go live until the transition to go live support and typically done remotely.
Do you provide any guarantees regarding the ability of a practice to meet meaningful use requirements? No
Does your company provide any guarantees that your EHR product will comply with Stage 2 and Stage 3 meaningful use requirements? Yes
We are stage 2 compliant, aka 2014 CEHRT Stage 3 certification is currently in process
Is there a minimum amount of training required by your company in order for our practice to satisfy compliance with meaningful use guarantees?
What services do you offer for post-implementation optimization of the system with respect to training and system customization? Dedicated account manager helps practice optimize the system day in and day out, with monthly and quarterly check-ins. Post go-live training is always available, either on-demand from existing content or on-site support (at additional cost)
Does your product support ePrescribing? Is there an additional charge for this service or is it included in the overall cost? Yes
No charge
Which formulary does your product use? CareCloud works with several vendors including SureScripts and MedsTracker to support ePrescribing functionality within the application and at the point of care.
Does the system allow users to add drugs that may not be in the original database? Yes
Yes, called custom medications (but these cannot be e-prescribed)
How are drug allergies and adverse reactions recorded and integrated into the prescribing module? Drug-Drug and Drug-Allergy checking is always on by default and will display on the medication order at the time the order is added to the note if the patient has allergies or other active drugs that are contraindicated.
When prescribing multiple medications, am I presented with an ability to separately acknowledge or document individual alerts? Yes
The alerts are housed inside each medication being ordered.
Is there an ability for the physician or practice to modify preset alerts? (e.g. Severe vs. mild or moderate) Yes
They can choose (from Settings) to Show All or Hide All and they can select to show Unknown severities and above, only Minor severities and above, only Moderate severities and above, or only Major severities.
Is there an ability for the physician to filter the display of alerts? No
How are episodic and long-term medications tracked in the patient’s record? Via the Medications widget present in the patient's record
Does the system allow users to switch drug interaction checking on or off? No
No, but they can choose to hide all drug interactions
In the medication list, is a user able to sort medications by multiple parameters including date prescribed, diagnostic code, active or discontinued?
What pre-defined templates do you provide?

Definition: A template is a pre-defined structured capability to rapidly record content including information on clinical conditions or vital signs through mechanisms such as menus, predefined fields or checklis
We offer a template library with 100s of templates created by both CareCloud and other users across clinical documentation, order sets, quality measures
Do you charge additional fees for any of templates? No
Can clients customize existing templates? Yes
Can clients use tools provided through the system to develop their own templates? Yes
Will your company build custom custom templates to the practices specifications? Yes
If a doctor has created a custom template in their EHR, will the templates and custom rules be maintained when new full releases and patches are installed?
Support & Maintenance
What is the process for managing questions and service requests? "All clients have account managers
There is a phone and email ticket-based support system (US based)
User forums online help share tips and tricks between clients"
Are different tiers of support offered (including pricing information)? No
What are the options for a client to contact your company for support? Web, chat, e-mail, phone
What level and type(s) of support are provided during go-live? Depends on the complexity of the project, with all options available (on-site v. remote, train-the-trainer etc)
Is a formal users' group, online community forum or other form of social networking community available? Yes - online community forum available
What are the standard hours of operation during which support is provided? "8am-9pm EST with a 24/7 line available for emergencies.
All CareCloud support agents are physically located in our headquarters in Miami, FL.
What are the steps for a client to escalate a support request? CareCloud Campus is both a library of product documentation articles and a support ticket tracking system. If a user has an issue that they would like to open a support case for they can either call support or open a ticket online. A Tier 2 support agent stands ready to handle an escalation request (either written or over the phone). Support tickets are also used for feature enhancement requests.
Do you use off-shore technical support? No
Are software upgrades provided as part of the software maintenance contract? Yes
Yes - CareCloud is fully cloud-based so all enhancements, upgrades, and new features are always included for free
How are customer requests for enhancements and customizations handled? "Support ticket or through account manager.
They go into a product enhancement queue and prioritized based on criticality and applicability to wider number of users"
How are drug interaction tools updated in your system? Updated on a monthly basis free of charge
How are patient education materials updated in your system? We offer two methods. Users can upload their own education content which can then be used as an order in an encounter note, added to order sets and favorites. The other method is via the Patient Summary, using Medline Plus. There is no fee.
How are requests from clients handle for customizations of their system post “go-live”? "Support ticket or through account manager.
They go into a product enhancement queue and prioritized based on criticality and applicability to wider number of users"
Is remote monitoring available with the ability to alert clients about system problems? No
Not applicable - fully cloud-based so accessed through a web browser
What is your recommended backup strategy? Not applicable
Do you offer remote backup for a client's system? Yes
Yes, at no cost (by design as a cloud-based system). Production relational data are continuously replicated between physical locations and snapshots are preserved for point in time recovery.
When an interface goes down, how is that information recovered? CareCloud data isn’t explicitly archived at this time as we retain all data back to the beginning of CareCloud. Production relational data stored in PostgresSQL databases are continuously replicated between physical locations and snapshots are preserved for point in time recovery. NoSQL technologies such as S3, DynamoDb or MongoDB utilize a read-write quorum that ensures every transaction is committed to multiple locations on separate servers to guarantee data durability.
Reporting Tools
Does your system provide a reporting tool with pre-formatted reports? Yes
Is your reporting tool able to create the following reports?

1.Generate a list of all patients with a chronic condition (e.g. Diabetes, COPD)
2.Generate a list of all patients with a specific condition who have not been seen within a defined period
3.Generate a list of all patients with a specific condition and lab result who have not been seen within a defined period. (e.g. diabetic patients with a HbA1c=9 not seen in the last 4 months)
4.Generate a list of all patients on a specific drug with an active medical problem
Are these reporting tools bundled with the EHR system or provided as add-ons?
Does your system support PQRI (Physician Quality Reporting Initiative) reporting? Yes
Order Management Tools
Does your program provide any order management tools? No
No - available through integrations with 3rd parties
Does your program provide any document management tools? Yes
Yes - at no additional cost
Does your program provide any other workflow management tools? Yes
Yes - macros can be created, as well as text shortcuts
Patient Health Record (Portal)
Do you offer a Patient Health Record that integrates into your system? Yes
Yes - macros can be created, as well as text shortcuts
Data Conversion
Do you offer data conversion services from other products to your product? Yes
Data conversion is available for: Billing data
Demographic data
Clinical data
What are the data conversion and transfer costs? Yes
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Transparency Attestation Supports
Public Product Disclosure(s)