POLICIES

Each practice will be assigned a dedicated account manager upon completion of the implementation phase. The account manager will regularly set up meetings and consistently measure the practice’s Key Performance Indicators (KPIs) of the various modules within the platform to ensure optimization in each domain. This will be presented on a monthly report card by the account manager.

1.0 Purpose

WRS Health shares a mutual interest in enabling and promoting your practice’s progress, ensuring that together we preserve a long-lasting and stable relationship. Our intent is to help you maximize your practice workflows and realize the full value of the platform through open, ongoing, and transparent communications. To ensure your account is optimized and workflows are improved, you will be assigned a dedicated account manager upon completion of your implementation phase. Your account manager will regularly and consistently measure your practice’s Key Performance Indicators (KPIs) of the various modules within the platform.

2.0 Users

This policy is applicable to all practice users, including healthcare providers and non-healthcare providers who are employees of a practice contracted to use the WRS Health EHR and Practice Management platform.

3.0 Policy

• USER EXPERIENCE: Upon completion of your implementation phase, the dedicated account manager assigned to your account will set up regular meetings with your practice decision-maker(s). These standing meetings will ensure optimization in each domain through KPIs, which will be presented on a monthly report card, by your account manager. To ensure full optimization of the workflow(s), we strongly recommend:
  • Practice decision-maker(s) to make a personal commitment to attend these regularly held account management meetings
  • Meetings are held once per month; however, additional meetings can be requested by the practice, if needed.

1.0 Purpose

WRS Health shares a mutual interest in ensuring that we preserve a long-lasting, stable relationship with your practice. Our intent is to maximize your practice workflows and enable you to be fully optimized on our platform, through open, ongoing and transparent communications. Although our commitment to partnership is shared, we do understand that unforeseen instances occur despite both parties’ best intentions. Your site may want to cease using our solution. If that should occur, this policy outlines the necessary steps in terminating services and the required steps to mutually part ways

2.0 Users

This policy is applicable to all practice users, including healthcare providers and non-healthcare providers who are employees of a practice contracted to use the WRS Health EHR and Practice Management platform.

3.0 Policy

• If your practice feels that WRS Health may no longer be the right solution for you, we ask for the following steps to take place:
  • Notify your account manager at the earliest moment possible of any concerns you may have with the fit of our solution within your practice.
  • If workflow limitations are found to be an issue, allow our team to correct any issues through open and continued communications via training, and/or dedicated account management meetings.
• THIRD-PARTY VENDORS:
  • Please note that all Third-Party Vendors will require 30 days notice of termination.
• PATIENT DATA: Circumstances may arise where patients may contact you for a copy of their personal health record. Federal law also mandates that a provider keep and retain each patient record for a minimum of seven years from the date of last service to the patient. With that in mind, to secure your patient data, your site can request for a Patient Data Export by submitting a support ticket to WRS Health 30 days (recommended) before terminating services. The request must include a specific date on which the data export should be pulled from the system. Then, WRS Health will provide a digital 7zip file to the practice, which can be downloaded and saved to a local drive. The standard export will include csv files of patient demographic, billing, scheduling and patient notes for the entire contractual period the practice(s) used the service. It will also include html files of all encounter notes and PDF files of all documents within your system. Here are some additional details regarding your export:
  • These export files are named with WRS patient I.D.
  • The export is encrypted and compressed into the 7zip format. If you do not have a tool for reading 7zip files, there is a free download, available at http://www.7-zip.org/, in order to uncompress the files.
  • Please note that the export will NOT include medications, allergies, pharmacy, social history or insurance card information.
  • The export file also can NOT be customized for any reason, as it is a standard format.
  • The export fee is $1,650.00/each (if more than one file is required)
• FAX PORT:
  • To preserve your existing fax number, you can request to port out your WRS assigned fax number by notifying your new EHR so they can request a fax port with their fax service provider. It is your responsibility to forward the associated information to your new vendor. If the vendor requires an LOA (Letter of Authority), a support ticket can be submitted with the request for information needed to proceed.

The policy comprises of Practice Troubleshooting where specific questions are provided to the practice that will determine the course of action that will be taken to fix the error experienced by the practice. If in any case the error cannot be resolved by the practice, they are advised to issue a support ticket. Once the ticket is received, WRS will carry out a series of actions required for troubleshooting.

If WRS Health identifies that there is a system bug affecting the usage of the platform, our dedicated support and development teams will work on a solution to correct the issue. Updates will be provided to the practice via the support ticket entered and through the practice’s account manager.

Turnaround time will vary depending on the level of work needed to correct the issue. Once a solution has been thoroughly tested by our team, it will be rolled out to all practices affected. Feedback will be requested from the practice regarding the resolution of the issue.

1.0 Purpose

WRS Health recognizes your user experience is dependent upon proper access to the system’s functionalities. WRS has outlined a process, outlined below, to help assess if the technical issue you are encountering is a system bug or a unique situation based upon your practice’s network setup and configuration.

2.0 Users

This policy is applicable to all practice users, including healthcare providers and non-healthcare providers who are employees of a practice contracted to use the WRS Health EHR and Practice Management platform.

3.0 Policy

There may come a time where you will encounter the platform not working as it previously functioned. If your practice encounters an issue that is stopping you from performing your daily workflow, we have outlined the below steps to assess whether you are experiencing a WRS system bug or an internal setup issue, unique to your practice. Unique setup issues can be defined as browser and/or internet issues, improper router setup or management, or the need for additional system training.

• Practice TroubleshootingHow the following questions are answered will determine the course of action taken to fix the error you are experiencing:
  • Is the user using Chrome, the recommended browser, to access the platform?
  • Using Chrome, can this issue be replicated internally with all employees or only affecting one user account?
    • If user-specific, can this issue be replicated on a different machine, using the same user account login that reported the issue?
• WRS TroubleshootingIf problems cannot be resolved by the practice, please issue a support ticket. Once the ticket is received, WRS Health staff will:
  • Determine if other practices have reported this issue.
  • Test to see if the issue can be replicated on any other platform account.
  • Confirm that your practice’s setup and configuration have been properly installed.
  • Identify if there are any potential hardware issues that may be causing the issue. (i.e., workstation, browser, hardware)

If WRS Health identifies that there is a system bug affecting the usage of the platform, our dedicated support and development teams will work on a solution to correct the issue. All updates will be provided via the support ticket entered, as well as through your account manager who will be advised of any ongoing issues.

Turnaround time will vary depending on the level of work needed to correct the issue. Once a solution has been thoroughly tested by our team, it will be rolled out to all practices affected. We may ask for your feedback regarding the resolution of the issue.

Access to PHI is regulated by State and Federal security and privacy laws. Any access to the WRS Health platform by unauthorized users of the system presents a risk for a potential data breach and illegal access to patient records therefore WRS Health requires strict adherence to this policy.

This policy comprises the guidelines for User Creation, User Audit and a list of Documents required for system access. WRS has the right to immediately terminate the user’s access to the platform if found to have violated this policy.

1.0 Introduction

The protections and processes outlined in this document are guidelines that WRS Health has put in place, which practices, and its users are obligated to follow, to help preserve the safety of patient records and ensure compliance with the laws regulating access to Protected Health Information (PHI). Access to PHI is regulated by State and Federal security and privacy laws. In addition, access to the WRS Health platform by unauthorized users of the system presents a risk for a potential data breach and illegal access to patient records. WRS Health requires strict adherence to this policy. If any user is found to have violated this policy, WRS reserves the right to immediately terminate that user’s access to the platform.

2.0 Scope

This policy is applicable to all practice users, including healthcare providers and non-healthcare providers who are employees of a practice contracted to use the WRS Health EHR and Practice Management platform.

3.0 Policy

• USER CREATION:
  • All practice users, including healthcare providers and non-healthcare providers will be created directly by WRS Health personnel once necessary documentation is provided (outlined below in Section 4.0).
  • It is the responsibility of the practice to inform WRS Health of any and all new users or user deactivations to ensure accurate employee lists. Therefore, one person from the practice should be designated to oversee user creation and inactivation (the “Designee”). Should a Designee leave the practice or no longer have authority for these tasks, the practice owner/administrator will need to assign a new Designee by written notice to WRS
  • During your implementation and training period, your Designee can notify the WRS Implementation Manager of any new user(s) and they will assist you in the setup of their accounts. Once implementation is complete, your WRS account manager can be notified to assist in creating new user accounts.

• USER AUDIT:
  • As part of business operations, WRS Health will conduct regular user audits. This audit helps with accurate invoicing and ensures the integrity of the platform. Based on the results of the audit, WRS reserves the right to immediately remove access to the platform by any practice employee, healthcare provider or other users that may once have had authorized access. This oversight of practice users requires regular audit, review, and management by both WRS Health and practice administrators. Additionally, WRS Health reserves the right to remove unauthorized users from the platform, at any time. Prior to removing any user, we will contact the practice Designee.

4.0 Documents Required for System Access

• Signed Business Associate Agreement (BAA)
• Signed Acknowledgement of Practice Privacy Policy
• Copy of Driver’s License/Government-issued Identification
• Mobile Device Number (to be used for dual-factor authentication)

1.0 Purpose

WRS Health recognizes user experience is dependent upon proper use of the system. Your full commitment to training of all staff members will yield maximum return to your practice. It will ensure you are fully optimized on the platform. Adversely, failure to train staff can cause ongoing expenses to your practice. Improper training can cause issues with workflows and management of day-to-day activities. As such, in addition to your initial training during implementation, there will be instances in which your practice will be required to purchase additional training hours, as outlined in the policy below.

2.0 Users

This policy is applicable to all practice users, including healthcare providers and non-healthcare providers who are employees of a practice contracted to use the WRS Health EHR and Practice Management platform.

3.0 Policy

• FACTORS THAT REQUIRE TRAINING:
  • Retraining – Retraining is recommended, 3 years after completed implementation, to ensure you are optimized on current recommended workflows.
  • Refresher Courses – Your staff may schedule additional training hours to review previous instructions provided during your implementation phase.
  • Workflow Efficiency – If your Account Manager assesses that the practice’s staff would benefit from additional training, based on current workflow or the number of support tickets being submitted, additional training hours will be scheduled.
  • New Hires – If new staff has been hired by the practice, a minimum of 1 block (4-hours) of training should be purchased for the new user(s) to gain the value of the platform workflows.
  • Upgrading your current WRS Package/Purchasing Add-Ons – To properly ensure that your staff is trained on additional modules/add-on services, additional training hours are advised.
  • System Upgrades – As WRS Health continually grows and improves its functionality, your staff can schedule one-on-one training to better understand the new functional upgrades.
    • *Please note – release notes, including step-by-step instruction, will always be provided when a new product is released.

4.0 Fees

5.0 No Show Fees

If the practice’s staff does not attend a scheduled session with the training team, WRS Health will charge the practice 30 minutes of the scheduled paid training type

• $110 for Project Management Training
• $67.50 for Remote Training