RxNT, not worth it!
RxNT App and Web based ePrograms have too many problems to list them here. Our admin office receives an excessive amount of complaints from the RxNT users in our practice and it’s making well trained and valued good people to look somewhere else for a position.
The general opinion of our practitioners and clinical staff regarding the many positive reviews found here and in other online sites is that they are inaccurate and unreliable. Most found the “good, great or excellent” online reviews here and somewhere else as worrisome, very hard to believe, invalid and more than a few were surprised and very suspicious as done by non physicians and non clinical users. Our clinical experience has been quite the opposite.
The complaints from physicians and other clinical staff are often about RxNT many issues interfering with immediate patient care and trying to get them immediately resolved. Making the contact with support for urgent troubleshooting is a major problem for everyone. It interferes with clinical care, patient flow and front office staff work. Physicians get behind, feel rushed and progressively irritable with nursing staff. The front office start reaching the back office, the RN manager, etc. They are unaware the clinical staff is stuck on problems withRxNT service and waiting to talk to someone there “alive” for urgent troubleshooting.
My office ultimately receives all the complaints. A few clinical staff have asked me to witness and document reaching to RxNT support to understand the challenges and to get them out of trouble. Indeed there was very long wait time, small queue with still very long wait and then the pet peeve of “tickets” without troubleshooting attempt.
Nurses and other clinical staff are very busy with patient care in most practices and cannot “wait on queue” for their turn. If unable to wait, without loosing their place they should leave a message with ALL details about the issue, etc, and a return call will follow. Mostly, the call back is received until the next day but often the caller is unprepared to assist due to lack of knowledge of the “full details” about the issues that prompted our staffs’ call. Another repeating complaint is RxNT support doing the call back unwillingness to wait much for our staff. Understandably calls need to be transferred and then the nurse needs to make it to answer the phone, but no one there, no troubleshooting just a message asking to call them back for further assistance.
We are just waiting for the next stakeholders and clinical decision makers meeting to proceed with RxNT replacement.
We can hardly wait, since COVID-19 hit us hard, many of our providers are burnout, retiring or on leave. It has been very difficult keeping clinicians stay on board as well as keeping their quality clinical support staff. With these never ending viral infection challenges, more than ever, we strive for everyone in our medical group to feel appreciated and safe, mostly to know we are listening to their complaints and we are providing solutions to reduce unnecessary stress, redundant busy work and free from the frustrating ever-growing list of unresolved issues.
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