Make Suggestions

Click here to contact us via the web if you want to make sugeestions. We love to hear from you! But please be aware that we receive a large volume of requests from our users. Unfortunately, we simply cannot respond to each & every request we receive. Nor can we instantly predict whether, when or how we may add your “wish list.” The policies below have been refined over a period of decades to maintain a high degree of responsiveness without sacrificing our programming efforts.

First, please extend us the same courtesies we extend you. ECLIPSE products have been in daily use at thousands of locations by tens of thousands of users over a period of decades. We value your opinion. However, please don’t assume that ECLIPSE is created in a vacuum. We have decades of experience running our own busy, successful, multi-disciplinary practice.

When you make statements such as:

“…have been getting started with Eclipse for a few weeks now and would like to make some suggestions that could help streamline its use”

… we get it! In fact, since we’ve used ECLIPSE in our own busy multi-disciplinary practice for many years, we really get it! But odds are better than good that we’ve done actual live user testing and have extensive feedback that tells a different story; perhaps you’re not considering relevant issues. That said, a quick review of your README should demonstrate that the only thing constant in ECLIPSE is change.

1. ECLIPSE is not customized for individual offices. All requests are considered based on their benefit to our entire user base.
2. CMS Medicare/Medicaid/Comp/etc. changes are handled as they are received provided we can validate requested changes. Users must provide documentation from payers detailing changes which affect them. If you can provide a link to online specifications, it makes it easier to review your issue.
3. We modify ECLIPSE EHR Cloud and post changes  weekly. We also handle mandated form changes within days of the request. Thus, we are very responsive and interact regularly with our customers. However, we cannot correspond with users who request a response via phone or email. Occasionally, we receive correspondence that demands an instant response to a particular request for a software addition or change. We apologize, but we don’t find that to be an efficient way to run our business. We have many thousands of users and can’t re-evaluate our short & long term goals immediately upon receipt of a request from a single (or a few) client(s).  After review, if we decide to implement your request, we may contact you to discuss implementation & testing.
4. Please keep in mind that, as certain as you are that your report, statement, or other changes are essential for every other health care practice using ECLIPSE, those views are likely to be at odds with the views of other clients. How do we know this? Decades of experience with thousands of offices.
5. Submitting requests verbally through a third party (e.g. our Help Desk), is like playing the game “telephone” — where information is passed from person to person to see how much it has changed by the time it reaches its final destination. This actually hinders the update process. Thus, we’re unable to accept suggestions passed to us this way.
6. Requests should be coherent & provide examples where warranted. Again, this simply helps avoid confusion. If the update is important to you, please ensure that we have everything we need to “get it right.”
7. Don’t expect each & every feature of ECLIPSE EHR Cloud to work like our Windows versions. These are two different designs that have extensive similarities in some areas (e.g. Encounters) and few in others (e.g. History tab).
8. At any given point in time we have an agenda that extends at least 24 months into the future. In other words, additions made on the basis of your suggestions may appear in ECLIPSE tomorrow (literally) or next year (sometime in the future).
9. You want a meeting with our software developers? Our Help Desk, Training & Customer Service personnel are available for you to interact with.  (That’s a required aspect of their jobs.) Do you know how our software developers communicate with companies like Microsoft??? Surpise… it’s via those companies’ respective Help Desks!
10. If, after noting the above, you’ve come to the conclusion that we’re ignoring you, please review any README. (The README file is always available via the Help icon on your ECLIPSE EHR Cloud toolbar. Over two thirds of the changes in the README are the result of user requests. As noted above, we cannot correspond with you to discuss in detail why we can’t or won’t add something you believe to be simple, obvious, and/or necessary. The README should make it apparent that  we have an agenda, and update the software (including fixes) on a continuous basis.