Allscripts Suite
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Subject Expert
Coray Tate
Research Director
Commentary Summary
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User Commentary
Functionality and Upgrades
Sunrise Ambulatory Care was not made for an ambulatory environment, and it shows. Some ambulatory...
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Service and Support
I have seen a difference in customer service since Altera Digital Health purchased Allscripts. The...
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Service and Support
Altera Digital Health provides release notes telling us what the fix is for a problem, but it is...
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Functionality and Upgrades
The product requires too much manipulation before we can produce a claim in the system, transfer it...
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Relationship
The executives at Veradigm are top notch; they are some of the smartest people I have ever met. I...
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Relationship
Veradigm hasn’t missed what they have said that they would deliver. The vendor has told us whether...
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Functionality and Upgrades
My biggest issue with FollowMyHealth is with the visibility of the data. Data and analytics drive...
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Functionality and Upgrades
Sunrise is fair enough. It does what acute clinicians need it to do. Sometimes the product is a...
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Technology
Altera Digital Health should improve Sunrise’s overall stability and speed. The biggest complaint...
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Interfacing and Integration
Altera Digital Health tells us when things are coming, but some things always seem to be just out of...
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Technology
The vendor doesn't deliver a lot of new technology. They had new releases, and we couldn't take...
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Relationship
The vendor’s executives get involved when we push them, but we get no results out of doing that.
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Service and Support
The vendor keeps losing staff. They are not stable. Altera Digital Health has the EHR side, and...
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Relationship
Many years ago, I would have said that Allscripts was the greatest vendor ever. They were strong,...
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Interfacing and Integration
Touchworks EHR is not integrated with Allscripts' PM product; it is a standalone product. That is a...
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Future Outlook
The product is part of our long-term plans, but that is not necessarily because we love it. For the...
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Lessons Learned
I think we would have given greater consideration to another product knowing what we know now. We...
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Implementation and Training
During go-lives, the vendor's techs are somewhat responsible, but the vendor’s project management...
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Technology
The primary parts of what we need and want the product to do work as they are supposed to. Most of...
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Interfacing and Integration
All the interfaces we have with our lab vendors and intake program are good. The cost for Altera...
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Functionality and Upgrades
Altera Digital Health’s development is not great, and they are not really great at addressing...
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Technology
I don't think FollowMyHealth is that impressive. It is hard for me to find the things that I want,...
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Relationship
We have lots and lots of trouble with our outcome executive. They can be very nonresponsive and very...
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Service and Support
Altera Digital Health does some alerting, and they do some proactive tickets, but most of that is...
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Functionality and Upgrades
FollowMyHealth makes things really easy for the patients, especially those that are technologically...
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Service and Support
Allscripts is more reactive than proactive. If we say we have a problem, then they help us address...
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Interfacing and Integration
I don't know why my organization bought Touchworks EHR to begin with. The vendor promises things,...
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Functionality and Upgrades
Touchworks EHR is pretty easy to use. It is user-friendly. It served us well for a long time, but...
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Functionality and Upgrades
Touchworks EHR is just not very good at cutting-edge things. The vendor has fallen behind. It has...
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Other Observations & Comments
Altera Digital Health doesn’t really provide us any ongoing training. We do our own.
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Future Outlook
Right now, the customer service from Altera Digital Health is definitely not good because they know...
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Service and Support
We are able to get in touch with executives from Altera Digital Health if we need their assistance.
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Functionality and Upgrades
We have been on Sunrise for a number of years since before it was sold to Harris Computer...
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Relationship
Our saving grace is the relationship I have with an executive. That person is just an email, text,...
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Future Outlook
The product's days were numbered. We replaced the product because we reached a scalability limit. We...
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Service and Support
For the most part, the support for the product is still provided by the folks who developed and...
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Interfacing and Integration
The key thing that is missing is integration. The vendor promises they can seamlessly connect the...
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Technology
The vendor hasn’t upgraded the EHR in many years. There have not really been any significant...
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Functionality and Upgrades
The specialty content in the product is especially lacking. The product is fine for primary care and...
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Service and Support
The vendor offshores most of their EHR support people and outsources things to people who don't...
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Implementation and Training
Transitioning to Sunrise was the second EMR transition that I had been through, so it was not like I...
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Functionality and Upgrades
I do chart reviews, so I try to understand what happened to a given patient without actually being...
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Functionality and Upgrades
I do chart abstractions for CMS and regulatory compliance, and the interface for uploading charts...
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Service and Support
In the beginning, the back end of the system was so complicated that our IT team wasn't taught...
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Service and Support
The regulatory team that I have to work with every year and pay to do government-mandated things is...
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Functionality and Upgrades
We have to pay for required regulatory changes, and the vendor picks the time slot for when they...
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Other Observations & Comments
Several different times, we had meetings with the vendor's leadership team about how unacceptable...
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Implementation and Training
The vendor will bundle into an update a lot of the work that has to be done to fix things. But then...
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Functionality and Upgrades
Clinical Performance Manager is Sunrise’s analytics tool where users can build basic reports on...
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Functionality and Upgrades
We are evaluating vendors. The likelihood of us keeping Sunrise is low. The system is not really...
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Functionality and Upgrades
I am looking for improved productivity reports, which Altera Digital Health doesn’t really have, and...
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Other Observations & Comments
Altera Digital Health is responsive, but I wouldn't say that they are always able to resolve...
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Interfacing and Integration
One of the product's strengths is that it has everything in it. The product is all encompassing for...
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Technology
Allscripts PM looks very archaic. I think that Allscripts has added some features, but the vendor...
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Service and Support
When the support team calls us, they have no resolutions for our issues. They just want to talk...
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Functionality and Upgrades
It is difficult to get any reporting out of Sunrise or get reports built. If we had timely reports...
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Lessons Learned
If our organization had to do things again, we would go with another vendor’s product because of...
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Service and Support
Altera Digital Health regularly fails to meet timelines for projects or change requests. We use...
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Technology
Usually, we identify issues and delays on our end. We are hosted off-site, and we anticipated less...
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Sales and Contracting
Allscripts works really closely with us and us with them, and they have actually been pretty good...
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Implementation and Training
Allscripts’ training is typical, and we do fairly well with it.
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Future Outlook
We can build Care Management to make it more efficient because Allscripts has such an open platform....
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Relationship
The personnel from Altera Digital Health are good. We have noticed since Allscripts was bought out...
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Relationship
Some of Altera Digital Health’s higher-ups have been proactive with us and have tried to help us be...
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Functionality and Upgrades
We are working hard on our interoperability reporting right now, but it has been poor because of...
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Functionality and Upgrades
We still don’t have good experiences with Altera Digital Health’s upgrades. Hopefully, the vendor...
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Functionality and Upgrades
The solution would be easier to use if it required less clicking.
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Relationship
The vendor is honest; they tell us what they can or cannot do.
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Relationship
We wouldn’t buy the product again because of the support and the customer experience we have had....
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Functionality and Upgrades
The product has a lot of customization, so the vendor has a lot of different facets. Altera Digital...
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Future Outlook
We are doing an upgrade for the product, and we have some things coming on board, so we are hopeful...
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Functionality and Upgrades
Altera Digital Health is good at not charging for everything. The system is easy to use and...
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Functionality and Upgrades
We are not crazy about Sunrise. We cannot use it for everything. The product is very canned.
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Interfacing and Integration
As far as integration goes, we would always like the vendor to do more, and not everything is as we...
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Interfacing and Integration
We are connected with our local HIE, so we can share information, but Sunrise’s interoperability...
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Relationship
The team assigned to us from Altera Digital Health is very good. I feel like the vendor is doing...
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Lessons Learned
I really wouldn’t recommend Altera Digital Health if an organization has a choice. I just don’t...
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Functionality and Upgrades
Older patients can have some difficulty signing in and navigating FollowMyHealth. It is not the most...
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Functionality and Upgrades
FollowMyHealth fulfills regulatory requirements, and we have some patients that take advantage of...
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Sales and Contracting
There are some features that I would consider basic for a patient portal that we would have to pay...
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Implementation and Training
Allscripts will send notifications for updated resources, documentation, and things like that, but...
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Functionality and Upgrades
We can't stand Allscripts. We would never recommend the vendor to anyone. The practice management...
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Sales and Contracting
Allscripts sold us numerous things that didn't even work.
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Functionality and Upgrades
The scheduling program in the product works pretty well.
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Service and Support
All of the support staff for the product is offshore, and the support people never know what they...
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Implementation and Training
We had issues with the product's go-live timeline, and another organization came in and helped solve...
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Other Observations & Comments
The quality of the experience with the vendor from a technical aspect depends on the quality of the...
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Relationship
Altera Digital Health knew they hadn’t been satisfying customer needs and that their support and...
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Relationship
A lot of weird, trivial things were happening with the vendor, but all of those things layered...
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Implementation and Training
We had an upgrade scheduled for Touchworks EHR and had to reschedule. We were given a purely...
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Implementation and Training
Altera Digital Health had a pretty decent training process for the upgrades. The vendor had virtual...
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Other Observations & Comments
The next few years are going to tell us a lot about what is going on with Altera Digital Health. A...
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Relationship
I don’t know why Altera Digital Health purchased Touchworks EHR. It doesn’t make sense to me because...
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Interfacing and Integration
Touchworks EHR meets my requirements for integration, but I don’t know whether it meets my goals in...
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Relationship
The merger with Allscripts was supposed to be beneficial for Altera Digital Health, but the two...
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Relationship
I would have to be nuts to buy Sunrise today while knowing what else is out there. The company that...
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Functionality and Upgrades
The product is serving our needs, but the vendor is not making big upgrades and things like that. We...
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Lessons Learned
Knowing what I know about the product and where it is headed, I couldn’t recommend it.
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Future Outlook
When we leave, the vendor is not going to want to support us, and there will probably be issues and...
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Service and Support
I have dealt with many different executives in the last few years. The executives consistently...
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Relationship
I don’t sense much proactivity from Altera Digital Health. They just meet the needs that they are...
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Interfacing and Integration
It is difficult to access outside medical records in Sunrise. The vendor’s next upgrade is supposed...
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Implementation and Training
Our implementation of Allscripts PM was challenging. The vendor was having an identity crisis, and I...
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Functionality and Upgrades
Working with Allscripts can be a pretty rocky process. I am not sure whether there is a specific...
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Future Outlook
There are things that the system doesn't do very well. We are working with the vendor to try to come...
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Functionality and Upgrades
We expected the solution to be able to do certain things. While the system can do those things now,...
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Functionality and Upgrades
Allscripts needs to focus on the defects they have in the product. We have run into quite a few...
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Functionality and Upgrades
The major strengths of the Allscripts PM solution are the ability to schedule appointments and the...
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Other Observations & Comments
We have some patients that use FollowMyHealth and send messages to their doctors every day. Then we...
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Functionality and Upgrades
There are a couple of issues in FollowMyHealth with checking things and adding people. When somebody...
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Functionality and Upgrades
The organization of the information in Sunrise and the accessibility of relevant information leaves...
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Service and Support
I would love Altera Digital Health's service to be more proactive. We are driving the service more...
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Lessons Learned
I would tell providers that the decision to use Sunrise really depends on an organization's...
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Service and Support
It would be helpful for Altera Digital Health to have additional flexibility when dealing with a...
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Functionality and Upgrades
The solution works, and when we can conduct visits, things are just fine. The actual telehealth...
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Relationship
There are some things that we would like to see the vendor do. Collecting information from patients...
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Relationship
The vendor has been slow to deliver new technology. During the early part of the pandemic, they were...
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Service and Support
All practices dove into the deep end and deployed telehealth in early 2020. We did lots of things,...
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Functionality and Upgrades
FollowMyHealth is very helpful and easy to use for patients.
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Functionality and Upgrades
In FollowMyHealth, the communication piece for contacting certain demographics and populations is...
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ROI / Cost
Allscripts’ charges are frequent. They have costs associated with every little thing.
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Technology
FollowMyHealth is a great tool. But there are more creative updates and changes needed for things...
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Functionality and Upgrades
With some recent upgrades to the Allscripts product, it is a lot easier to have a wide variety of...
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Interfacing and Integration
Allscripts could improve the PM experience by increasing the data points that can be connected to...
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Functionality and Upgrades
FollowMyHealth allows bidirectional communication with patients. We use proxy accounts to...
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Functionality and Upgrades
I would like to continue to see Allscripts improve our ability to communicate with parents so that...
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ROI / Cost
I am not a huge fan of FollowMyHealth, and I would not purchase it again. But the product is...
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Functionality and Upgrades
My concern with FollowMyHealth is that Allscripts has started using the platform to advertise for...
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Functionality and Upgrades
Allscripts needs to streamline the process of creating accounts and logins; that process is still...
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Lessons Learned
If an organization can support Touchworks EHR themselves, then the product will work pretty well....
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Future Outlook
Allscripts is notorious for buying companies and not changing anything or updating the code....
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ROI / Cost
The vendor charges us for everything. Altera Digital Health's support contract is going up...
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Relationship
Altera Digital Health does not keep their deadlines for delivering new versions and upgrades, and...
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Implementation and Training
Altera Digital Health has pretty decent online tutorial videos and interactive training. Our work...
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Functionality and Upgrades
The technology stack in the EHR is dated, and the product itself is complex. There are a lot of...
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Interfacing and Integration
Integrating things with Touchworks EHR is more challenging than it should be. We usually get where...
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Functionality and Upgrades
We are able to see patients, so the product works as advertised. When we look at alternatives and...
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Relationship
Altera Digital Health is pretty proactive, but they don't always follow through very well. The...
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ROI / Cost
The annual cost of the vendor's support is very expensive. The upgrade costs are also pretty substantial....
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Relationship
The vendor's senior leadership has recently been more engaged in keeping long-term commitments than...
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Functionality and Upgrades
I would like to see Touchworks EHR have better integration with our speech recognition solution.
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Relationship
The vendor is making improvements in Touchworks EHR. However, it would be hard for me to recommend...
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Relationship
Allscripts’ communication about deliverables from the sales team to the implementation team is not...
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Technology
From an IT perspective, I wish Allscripts PM were browser based rather than run on a traditional...
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Relationship
We are moving to a different management team at Allscripts, and things will be different. We are...
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Functionality and Upgrades
The product is stable, and integrations are seamless. It is simple to bolt things up to the system...
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Functionality and Upgrades
The PM side tends to require a slightly lighter lift and go a little more smoothly than our EHR....
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Relationship
One practice went on to a newer version, and their performance has been impaired for years. The...
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Other Observations & Comments
Allscripts PM is not a bad way to go. The vendor is focusing on the right things. The product is not...
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Service and Support
Our support model with Allscripts PM and approach to upgrades are very economical. Allscripts’...
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Functionality and Upgrades
The upgrade process has actually gotten pretty good. The system does meet all of our needs.
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Functionality and Upgrades
The product needs more modern patient engagement functionality. It needs things like better check-in...
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Relationship
We do most of our own training. Several times, we have engaged the vendor in optimization, but it...
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Functionality and Upgrades
The vendor is behind in getting to the 21st Century Cures Act deployment. That is creating some...
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Functionality and Upgrades
The vendor has price transparency in terms of connecting with state registries for controlled...
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Relationship
Unless there are major high-level meetings, we don't really depend on the vendor for much support....
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Relationship
The vendor does tell us they have a road map. They keep us apprised of what is coming up through...
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Interfacing and Integration
Our physicians want to leave Touchworks EHR because of the positive things the physicians are...
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Functionality and Upgrades
The product is really stable. We have no intention of leaving the product. We are going to do a...
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Functionality and Upgrades
Touchworks EHR has failed to keep up with changes in technology. We are still working with a...
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Future Outlook
We are in the process of evaluating whether or not we should continue with Touchworks EHR in light...
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Technology
Touchworks EHR is really not suited to large IDNs. The product has failed to grow up, and our...
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Service and Support
From a support standpoint, Altera Digital Health is pretty good. But the support is odd because the...
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Interfacing and Integration
Altera Digital Health is not evolving the product with a comprehensive package. So we have a lot of...
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Functionality and Upgrades
The benefit of the product is the customization and personalization for us. So our informatics team...
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Service and Support
The support team is pretty good; they respond quickly. We had one significant outage. And getting...
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Relationship
Altera Digital Health’s executives are very engaged. They try to solve things.
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Sales and Contracting
The baseline Sunrise product is not great; we have to do so much to it. Sunrise has functionalities...
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Service and Support
The vendor's not keeping their promises has a lot to do with the service level and skill set of the...
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Interfacing and Integration
Sunrise’s integration is pretty good because the vendor is open to integration.
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Interfacing and Integration
There are deficiencies in the program that the vendor hasn't properly addressed for many years....
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Relationship
Allscripts isn’t proactive. That is related more to upgrades and making sure that we are current....
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Functionality and Upgrades
We like the product, and we use it. It helps us accomplish our goals, but it is disappointing to see...
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Functionality and Upgrades
Altera Digital Health could improve the system by updating the dropdown menus. There are...
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ROI / Cost
Sometimes, Altera Digital Health provides us with new technology faster than we can consume it. Our...
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Functionality and Upgrades
It is easy to list all of Sunrise’s positives because the list is long. The basic out-of-the-box...
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Implementation and Training
One of the benefits of working with Altera Digital Health was that there was a team on the ground...
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Service and Support
Altera Digital Health has improved anything we have asked them to improve very quickly. Our users...
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Service and Support
Altera Digital Health could improve their ticketing system within Sunrise. Sometimes that system is...
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Relationship
After Altera Digital Health purchased Touchworks EHR, there were some discussions about the vendor...
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Future Outlook
The next update for the system will be very telling. It seems like a promising update. The vendor...
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Interfacing and Integration
The system is friendly when it comes to interfacing with outside products. Interoperability is one...
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Functionality and Upgrades
On the system's back end, the process of building note forms seems to be very antiquated and...
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Future Outlook
We would not buy the product again because the vendor has offered products that have failed to...
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Functionality and Upgrades
We bring our concerns to the vendor, and our concerns seem to fall on deaf ears. The vendor keeps...
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ROI / Cost
Allscripts is not very good at keeping their promises. They do not deliver solutions in a timely and...
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Technology
Our last upgrade was not perfect, but it went well. Touchworks EHR is very good from an IT...
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Interfacing and Integration
Integrating Touchworks EHR with other systems and data sharing can be very difficult, time...
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Lessons Learned
The folks that are more tech savvy can pick up on things in the product, but for folks that aren't...
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Lessons Learned
I have heard whispers from above that our organization is contemplating a change, but we are in the...
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Functionality and Upgrades
Touchworks EHR does some things very well, and it does other things not so well. There are some...
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Functionality and Upgrades
The vendor does very well at delivering functionality to meet our needs for regulatory requirements...
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Service and Support
Allscripts does okay with support. The quality of support depends on the complexity of the problem...
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Relationship
The vendor has been going through a lot of change lately due to selling off their EHR business, but...
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ROI / Cost
If we want anything from the vendor, there is a bill. If we want something changed, that costs more....
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Lessons Learned
Altera Digital Health is terrible. There is nothing that I like about their product.
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Relationship
The vendor is not responsive. They take too long, and they are not working with us. We have a lot of...
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Service and Support
The vendor doesn’t have ownership. They have been sold to a new company, and we don't see any...
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Future Outlook
We don't know the future of Altera Digital Health because I don't see any signs of ownership or...
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ROI / Cost
Maintenance for the product costs so much money, and the vendor just wants the software to be more...
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Sales and Contracting
There have been a lot of things that Altera Digital Health has said they could do but they couldn't....
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Functionality and Upgrades
The piece that checks for eligibility could be improved upon. We have a lot of issues in the morning...
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Functionality and Upgrades
Touchworks EHR is customizable in the sense that the product is personalized. We are able to give...
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Functionality and Upgrades
The system has good outreach abilities, and it allows us to set schedules. For example, we can pull...
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Service and Support
The vendor's support is phenomenal. The vendor has a strong team. If I log a ticket, I will usually...
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Service and Support
Some of our experiences have not been good with the vendor’s support team, but some of our...
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Relationship
I just transitioned to a new account representative, and that person has been very good, responsive,...
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Win/Loss - Why they were selected (by current clients)
The product is highly configurable and highly flexible for us. Because of the type of organization...
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Future Outlook
I am hoping that we will continue to see positive momentum from the Altera Digital Health switch and...
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Future Outlook
Our long-term plan is to hopefully migrate to a more integrated solution. So we will probably be...
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Relationship
The vendor keeps their promises most of the time. There are certain items like bug fixes or...
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Other Observations & Comments
I can't say that the vendor avoids charging us for every little thing. Professional services for the...
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ROI / Cost
In the context of trying to save the hospital's money directly, the solution is expensive for us....
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Functionality and Upgrades
Whether the product's ease of use is good depends on which users are using the product. Some end...
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Future Outlook
The vendor is on the leading edge of technology. They consistently keep their product up-to-date...
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Sales and Contracting
The Altera Digital Health sales team did a very good job of convincing us that Touchworks EHR would...
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Interfacing and Integration
Information interoperability is a real challenge with Touchworks EHR because we have different...
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Implementation and Training
The implementation of Sunrise had many stops and starts. The stops were because the product was not...
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Implementation and Training
In general, Altera Digital Health’s training materials are not great. Our training team has to spend...
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Functionality and Upgrades
FollowMyHealth is a cumbersome product to use and navigate through to find information. I had...
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Service and Support
Our most recent upgrade for FollowMyHealth took way longer than it should have. We did not have the...
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Functionality and Upgrades
We tried to move the ambulatory practices from Touchworks EHR to another solution, but that failed...
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Interfacing and Integration
I wouldn’t buy the product again. The biggest limitation of the product is that we need a completely...
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Other Observations & Comments
We raise our eyebrows every once in a while with regard to the product's costs, but for the most...
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Implementation and Training
The vendor's training is just okay. It is effective at giving us a very baseline understanding of...
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Future Outlook
The system's user interface needs improvement. The vendor is working to address that issue. The new...
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Functionality and Upgrades
Altera Digital Health has been able to stay abreast of regulatory changes, but they are not exactly...
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Lessons Learned
If someone were considering this product, I would tell them to really think about what they were...
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Relationship
When Eclipsys and Allscripts merged together, they should have basically gone back to the drawing...
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Functionality and Upgrades
Allscripts was looking for an acquisition merger, so their development went second string for a...
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Relationship
We have to have regular meetings scheduled with the Altera Digital Health team to nudge them along...
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Functionality and Upgrades
The way Sunrise is coded makes it a little challenging to get specific details, and the product is...
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Functionality and Upgrades
There have been issues with Altera Digital Health’s upgrades. We have had to start and stop on a...
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Implementation and Training
The complexity of Sunrise itself makes it hard to train new users. There are parts of the training...
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ROI / Cost
Altera Digital Health definitely nickel-and-dimes us. They don't charge us for upgrades or software...
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Service and Support
We are a hosted site, so the vendor monitors a lot of our servers. There are times when they will...
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Relationship
Our main account executive doesn't interact with us much. They only ever reach out to us when they...
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Future Outlook
In a year from now, I hope that we will have moved away from Touchworks EHR and be on another...
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Service and Support
Allscripts doesn't respond quickly enough to critical cases. There are times when we know exactly...
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Implementation and Training
Most of the materials that the vendor puts out are typically online, so we have to search and dig...
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Interfacing and Integration
We looked at a project to help us get third-party data, but Allscripts could never get what we...
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Functionality and Upgrades
The biggest thing with FollowMyHealth is that it does not allow PDF attachments; it only allows...
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Functionality and Upgrades
We don’t control the FollowMyHealth upgrades; Allscripts upgrades the product. After the last...
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