Product Profile
EHR Certification
CCHIT 2007
History of development and product ownership
Our company developed the product.
Was the product known by any other names in the past three years?
Yes
SOAPware v5, SOAPware 2008, SOAPware 2010
Year that a fully functional version of this EHR product was first implemented in a medical practice in the US
1994
Number of full time equivalent (FTE) staff fully dedicated to this product
Product development: 40
Sales: 15
Implementation: 15
Support and maintenance: 15
Typical size of practice in which this EHR has been implemented
1–3 physicians
4–10 physicians
11–25 physicians
Typical setting in which this EHR system is used
Multispecialty Clinic
Private Ambulatory Care Office
What specialties does this EHR support?
Addiction Medicine
Adolescent Medicine
Allergy and Immunology
Cardiology - Invasive/Interventional
Cardiology - Non Invasive
Dermatology
Endocrinology/Diabetes/Metabolism
Gastroenterology
General Internal Medicine
General Practice/Family Practice
Geriatrics
Hematology
Hepatology
Hospice and Palliative Medicine
Infectious Disease
Nephrology
Neurology
Neurosurgery
OB/Gyn & Women's Health
Oncology
Orthopaedic Surgery
Osteopathic Medicine
Otolaryngology
Pain Management
Pediatrics
Physical/Rehabilitation Medicine
Plastic Surgery and Aesthetic Medicine
Psychiatry
Pulmonary Medicine
Rheumatology
Sleep Medicine
Sports Medicine
Surgery - Cardiothoracic
Surgery - General
Surgery - Oral & Maxillofacial
Surgery - Other
Surgery - Vascular
Urology
Clinical - Other
Areas of the United States in which this EHR product is sold
North East
Mid Alantic
South
Midwest
South West
West
Hardware / Network
Operating system platform(s) supported
Client and Server - Windows XP, Vista, 7, Server 2003 or Server 2008 - (32 or 64 bit); Can also run on these Windows operating systems on a Mac.
Does the company resell any hardware?
No.
Preferred list of 3rd party hardware suppliers
Yes. In particular, we have worked with Hewlett Packard.
Preferred list of 3rd party IT Support vendors?
Yes. SOAPware has an IT Partner Certification program and several certified IT support vendors.
Does the product work over a wireless (WIFI) network?
Yes
Encryption is encouraged and WEP2 or better if possible.
VARs - Value Added Resellers
Do you use value added resellers to sell and distribute this EHR?
Yes
Can customers purchase your product directly from your company or only from your VAR’s
Yes
The customer purchase always occurs with SOAPware, Inc.; the VAR provides local pre- and post-sale support and receives revenue share from SOAPware for maintaining customer satisfaction.
Can customers who have purchased your product through a VAR contact your company for support?
Yes
Application Service Provider
Do you offer an ASP version of your EHR product?
Yes
Can you use Dragon or MS voice tools on your ASP solution?
Yes
For straight text dictation only.
Company policy regarding data ownership for the ASP EHR
The data is always the customers. Even if the customer is not in good standing with payment of records. The databases will always be owned by the paying entity/account holder. We never hold data hostage as a form of corrosion to stay on our product.
Location of data hosting centers
4220 North Crossover Road Fayetteville, Backup location 995 N. Shiloh Drive, Fayetteville, 7.1 Miles away.
Software & Database
What programming language were used to develop the application?
C#
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
We offer secured vps access during initial set-up and training. Many sites begin in this fashion.
Are 3rd party applications required to use your EHR?
No
Do you use standard terminologies, e.g., SNOMED-CT, LOINC, ICD9, ICD10 in your program?
SNOMED-CT, LOINC, ICD9, ICD10 and ICPC, are associated with the SMARText documentation items in the online library. The complete ICD-9 file from Multum/Cerner is included.
Expected date to be in compliance with ICD10 coding
Over 90% of the most common diagnoses actually used have already had ICD-10 codes added.
Expected date to be in compliance with SNOMED-CT
Over 90% of the most common documentation items actually used have already had SNOMED-CT codes added.
Interfaces / Interoperability
Does this product have existing lab interfaces with Quest? If Yes, please explain whether the interfaces are uni or bi-directional.
Yes
Unidirectional only.
If Yes to the previous question, are the interfaces bundled or provided at additional cost? Please explain.
Yes
Additional one time setup fee of $1500 per lab.
If the lab company picks up the costs, will the practice be charged maintenance and support fees? If Yes, please explain.
No
Only setup fee required.
Does this product have existing lab interfaces with Labcorp? If Yes,
Yes
Unidirectional only
If Yes to the previous question, are the interfaces bundled or provided at additional cost? Please explain.
Yes
Additional one time setup fee of $1500 per lab.
If the lab company picks up the costs, will the practice be charged maintenance and support fees? If Yes, please explain.
No
Only setup fee required.
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?
Yes
List of Practice Management systems with which you have existing interfaces
The SOAPwareXchange allows you to integrate many different practice management sytstems with your SOAPware EMR. For more information, paste the following link into your browser.
http://soapedia.mysoapware.com/080._FAQs/SOAPwareXchange/SOAPwareXchange_Integrations_list
If you do not have an interface with a particular PM system, are you willing to develop a custom interface?
Yes
However, it is dependent on the cost/time associated with the project.
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?
Yes
This is a two-step process.
Does the EHR use an interface engine?
Yes
We use the iNTERFACEWARE Chameleon HL7 tool package, but this is wrapped in SOAPware's program controls so that the user does not need to interact with it.
Implementation and training
Tools and/or services offered to clients in order to achieve meaningful use of their EHR?
We have an online user manual which includes Meaningful Use Guidelines and course lessons that explain how to implement MU with our software. Meaningful Use instruction is also included as part of our on-site end-user workshop curriculum.
Tools and/or services offered to clients for current workflow analysis and redesign when using an EHR?
Workflow assessments are conducted with follow-up evaluation reports and best practice recommendations for redesign/improvement of clinical and front office workflows. Workflow analysis and redesign services are also available via consultation with our end-user training department.
Do you recommend a graduated implementation or a big-bang implementation (all live at the same time) for your EHR?
We recommend a graduated implementation.
What training mechanisms are used by the EHR Vendor?
On Site
At Corporate Facility
Web Based
Web Based interactive
Other
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
Our package provides a path to get a practice up and running. Services include Online, interactive videos, self-paced online instructional courses, subscription to the SOAPware Learning Center, Webinars, Q&A time with a Certified Clinical Trainer.
Do you provide any guarantees regarding the ability of a practice to meet meaningful use requirements?
Yes
We are on track to be certified for meaningful use in 2011.
Does your company provide any guarantees that your EHR product will comply with Stage 2 and Stage 3 meaningful use requirements?
Yes
We make that guarantee.
Is there a minimum amount of training required by your company in order for our practice to satisfy compliance with meaningful use guarantees?
Yes
We recommend that our users complete our courses on meaningful use.
What services do you offer for post-implementation optimization of the system with respect to training and system customization?
Advanced training, system customization and advanced workflow assessment/evaluation services are all available.
Prescribing
Does your product support ePrescribing? Is there an additional charge for this service or is it included in the overall cost?
Yes
Included in overall cost and yearly subscriptions.
Which formulary does your product use?
Surescripts/RXHub formulary.
Does the system allow users to add drugs that may not be in the original database?
No
Users will need to submit requests to SOAPware and SOAPware gives the request to SureScripts.
How are drug allergies and adverse reactions recorded and integrated into the prescribing module?
Drug allergies need to be inserted using structured data (SMARText) when the Rx Pad is used, the list of Allergies are pulled into the rx pad. Any possible interactions generate an Alert to the prescribing clinician.
When prescribing multiple medications, am I presented with an ability to separately acknowledge or document individual alerts?
Yes
Is there an ability for the physician or practice to modify preset alerts? (e.g. Severe vs. mild or moderate)
Yes
Is there an ability for the physician to filter the display of alerts?
Yes
Filtering is based on Mild, Moderate and Severe.
How are episodic and long-term medications tracked in the patient’s record?
Medication lists are kept on the Summary side of the patient chart and a history of all prescribed medications are stored in the Rx Manager.
Does the system allow users to switch drug interaction checking on or off?
No
There is a mechanism to indicate Major, Moderate, or Minor drug interactions.
In the medication list, is a user able to sort medications by multiple parameters including date prescribed, diagnostic code, active or discontinued?
Yes
We have incorporated tools that allow sorting based on all the parameters mentioned.
Templates
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
Pre-defined Templates (docuplates) that fall into these categories: system-base, problem based, PQRI/Quality measures.
Do you charge additional fees for any of templates?
No
There are charges only if help is requested for creating a template (docuplate).
Can clients customize existing templates?
Yes
Customers can customize, edit and create their own templates. SOAPware has a template (docuplate manager).
Can clients use tools provided through the system to develop their own templates?
Yes
As above.
Will your company build custom custom templates to the practices specifications?
Yes
At an additional cost of $150/page.
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?
Yes
All customizations will be preserved when the software is updated.
Support & Maintenance
What is the process for managing questions and service requests?
Support works in a queue taking requests in the order they are received. Emergency or system is down requests are returned ahead of others. All calls are returned within 1 business day and often within 2 hours.
Are different tiers of support offered (including pricing information)?
No
There is one Support package available, but users do have the ability to receive priority help if the system is down at no additional charge.
What are the options for a client to contact your company for support?
Clients can submit tickets on the SOAPware website, they can chat with a live representative via the SOAPware website, they can email Support as well as call Support.
What level and type(s) of support are provided during go-live?
Free installation is provided remotely by SOAPware professional technicians. SOAPware technicians can setup all the necessary software on the server via remote access as well as help to setup client computers with the software.
Is a formal users' group, online community forum or other form of social networking community available?
Yes, both user group and online forums are active.
What are the standard hours of operation during which support is provided?
7AM TO 7PM CST Monday - Friday and 10AM TO 4PM CST on Saturdays for standard support.
What are the steps for a client to escalate a support request?
When submitting a request online, clients can select an option that their system is down to receive a priority response. If an issue cannot be solved, SOAPware Support staff will collaborate with other technicians as well as Developers or IT staff if necessary to solve a problem. It is protocol for SOAPware Support staff to escalate issues they cannot solve.
Do you use off-shore technical support?
No
Are software upgrades provided as part of the software maintenance contract?
Yes
How are customer requests for enhancements and customizations handled?
Support submits user requests to development via a bug reporting and feature request software. Development prioritizes all requests for releases and submits release notes of each enhancement added to SOAPware with every release.
How are drug interaction tools updated in your system?
There are two options; one allows the customer to set up their own clinical alerts, the other populates the alerts automatically from a library. The latter option has a cost.
How are patient education materials updated in your system?
Formulary (Weekly) and drug information (Monthly) updates are conducted in behind the scenes processing and are invisible to the user. There are no additional charges for the service.
How are requests from clients handle for customizations of their system post “go-live”?
Patient education materials can be added by the customer by scanning, or downloaded from the online library. There are no additional costs for either option.
Is remote monitoring available with the ability to alert clients about system problems?
Yes
If the backup service replication is broken, then the customer is contacted to reestablish the online backup. If, exceptions occur, they are automatically sent to a repository our developers monitor.
What is your recommended backup strategy?
We recommend nightly backups and multiple backup schedules. The SOAPware Data Manager allows for multiple backup schedules. We recommend at least 3 backup schedules that overwrite the previous backup every 2 to 3 days. Redundant backups helps to ensure successful restores when it needs to be done. In case a problem wasn't noticed the day it started occurring, you have a longer period of time to go back to in backups if it is necessary.
Do you offer remote backup for a client's system?
Yes
SOAPware offers a Offsite Backup Solution (OSB) for Database replication.With the OSB service database entries are streamed over an encrypted Internet connection to our servers here in near real-time.
When an interface goes down, how is that information recovered?
In the event that an interface goes down, all of the messages are held in a queue until processing resumes. Once the interface restarts, processing continues where it left off, only when a message is processed correctly is it removed from the queue.
Reporting Tools
Does your system provide a reporting tool with pre-formatted reports?
Yes
Presently this is in the Data Explorer section of the product.
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
1.Yes
2.Yes
3.Yes
4.Yes
Are these reporting tools bundled with the EHR system or provided as add-ons?
Yes
The reporting tools are bundled with the system.
Does your system support PQRI (Physician Quality Reporting Initiative) reporting?
Yes
The system supports a full suite of activities and workflows for the generation and submission of HL7 documents.
Order Management Tools
Does your program provide any order management tools?
Yes
SOAPware includes an Order Entry section.
Does your program provide any document management tools?
Yes
We allow importing of faxed documents either through our Document Importer or through our Docuportal tool directly into the patient chart. A notice is generated and sent to the clinicians Task list. There is an additional cost for the Docuportal.
Does your program provide any other workflow management tools?
Yes
All documents that are created will generate a Task item that will be place don the clinician's task list.
Patient Health Record (Portal)
Do you offer a Patient Health Record that integrates into your system?
Yes
However this requires the integration and inclusion of the ActiveHealth PHR product.
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
Metadata
What are the data conversion and transfer costs?
A one time data transfer can be done from many systems when presented in the correct format per SOAPwareXchange specs at no extra cost. All versions of Medisoft and Lytec will require a data conversion for billing data via a SOAPware partner for a one-time cost of $1200.