COMPLETE_WITH_DOCUSIGN_230057-FINAL_CONTRACT.PDF
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CONTRACT FOR ELECTRONIC HEALTH RECORD
(EHR) SYSTEM 230057-RFP
This contract is entered into this 21st day of August, 2024 by and between Maricopa County (“County”,
“Customer”), a political subdivision of the State of Arizona, and eClinicalWorks, LLC a Massachusetts
corporation (“Contractor”, “eCW”) for the purchase of an electronic health record system and related
services.
1.0
CONTRACT TERM
This contract is for a term of five years, beginning on the 1st day of August, 2024 and ending the
31st day of July, 2029.
2.0
OPTION TO RENEW
The County may, at its option and with the concurrence of the Contractor, renew the term of this
contract up to a maximum of five additional year(s), (or at the County’s sole discretion, extend the
contract on a month-to-month basis for a maximum of six months after expiration). The Contractor
shall be notified in writing by the Office of Procurement Services of the County’s intention to renew
the contract term at least 60 calendar days prior to the expiration of the original contract term.
3.0
CONTRACT COMPLETION
In preparation for contract completion, the Contractor shall make all reasonable efforts for an
orderly transition of its duties and responsibilities to another provider and/or to the County. This
may include, but is not limited to, preparation of a transition plan and cooperation with the County
or other providers in the transition. The transition includes the transfer of all records and other data
in the possession, custody, or control of the Contractor that are required to be provided to the
County either by the terms of this agreement or as a matter of law. The provisions of this clause
shall survive the expiration or termination of this agreement.
4.0
PRICE ADJUSTMENTS
Unless otherwise specified, Contractor may increase the ongoing fees provided County receives
at least ninety (90) days prior written notice of such increase prior to contract expiration. In no
event will the ongoing fees (i) increase more frequently than annually, and (ii) increase more than
five percent (5%) over the previous year.
5.0
PAYMENTS
5.1
As consideration for performance of the duties described herein, County shall pay
Contractor the sum(s) stated in Exhibit A-1-Pricing Sheet.
5.2
Payment shall be made upon the County’s receipt of a properly completed invoice.
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5.3
INVOICES
5.3.1
The Contractor shall submit one legible copy of their detailed invoice before
payment(s) will be made. Incomplete invoices will not be processed. At a
minimum, the invoice must provide the following information:
•
Company name, address, and contact information
•
County bill-to name and contact information
•
County purchase order number
•
Invoice number and date
•
Payment terms
•
Quantity
•
Description of purchase (product or services)
•
Pricing per unit of purchase
•
Extended price
•
Freight (if applicable)
•
Mileage with rate (if applicable)
•
Total amount due
5.3.2
Problems regarding billing or invoicing shall be directed to the department as listed
on the purchase order.
5.3.3
Payment shall only be made to the Contractor by Accounts Payable through the
Maricopa County Vendor Express Payment Program. This is an electronic funds
transfer (EFT) process. After contract award, the Contractor shall complete the
Vendor Registration Form accessible from the County Department of Finance
Vendor Registration Web Site https://www.maricopa.gov/5169/Vendor-Information.
5.3.4
Discounts offered in the contract shall be calculated based on the date a properly
completed invoice is received by the County.
5.3.5
EFT payments to the routing and account numbers designated by the Contractor
shall include the details on the specific invoices that the payment covers. The
Contractor is required to discuss remittance delivery capabilities with their
designated financial institution for access to those details.
5.4
APPLICABLE TAXES
5.4.1
It is the responsibility of the Contractor to determine any and all applicable taxes
and include those taxes in their proposal. The legal liability to remit the tax is on the
entity conducting business in Arizona. Tax is not a determining factor in contract
award.
5.4.2
The County will look at the price or offer submitted and will not deduct, add, or alter
pricing based on speculation or application of any taxes, nor will the County provide
Contractor any advice or guidance regarding taxes. If you have questions regarding
your tax liability, seek advice from a tax professional prior to submitting your bid.
You may also find information at https://www.azdor.gov/Business.aspx. Once your
bid is submitted, the offer is valid for the time specified in this solicitation, regardless
of mistake or omission of tax liability. If the County finds overpayment of a project
due to tax consideration that was not due, the Contractor will be liable to the County
for that amount, and by contracting with the County agrees to remit any
overpayments back to the County for miscalculations on taxes included in a bid
price.
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5.4.3
Tax Indemnification: Contractor and all subcontractors shall pay all Federal, State,
and local taxes applicable to their operation and any persons employed by the
Contractor. Contractor shall, and require all subcontractors to, hold Maricopa
County harmless from any responsibility for taxes, damages, and interest, if
applicable, contributions required under Federal and/or State and local laws and
regulations, and any other costs including: transaction privilege taxes,
unemployment
compensation
insurance,
Social
Security,
and
workers’
compensation. Contractor may be required to establish, to the satisfaction of
County, that any and all fees and taxes due to the City or the State of Arizona for
any license or transaction privilege taxes, use taxes, or similar excise taxes are
currently paid (except for matters under legal protest).
6.0
AVAILABILITY OF FUNDS
6.1
The provisions of this contract relating to payment for services shall become effective when
funds assigned for the purpose of compensating the Contractor as herein provided are
actually available to County for disbursement. The County shall be the sole judge and
authority in determining the availability of funds under this contract. County shall keep the
Contractor fully informed as to the availability of funds.
6.2
If any action is taken by, any State agency, Federal department, or any other agency or
instrumentality to suspend, decrease, or terminate its fiscal obligations under, or in
connection with, this contract, County may amend, suspend, decrease, or terminate its
obligations under, or in connection with, this contract. In the event of termination, County
shall be liable for payment only for services rendered prior to the effective date of the
termination, provided that such services are performed in accordance with the provisions
of this contract. County shall give written notice of the effective date of any suspension,
amendment, or termination under this section, at least 10 days in advance.
7.0
CRITERIA FOR DELIVERY AND ACCEPTANCE OF DELIVERABLES
To the extent County implements new instances/databases of eClinicalWorks software, the
following shall apply:
7.1
The Contractor shall implement the new instance/database of eClinicalWorks software,
“Deliverables” in the format mutually agreed to in the SOW, amendment or addendum and
each Deliverable shall contain the content required by the SOW, amendment or addendum.
If the format/content is not specified, Contractor will provide it in Contractor’s standard
format. Documentation shall be delivered electronically.
County Representative shall review and validate Contractor’s Deliverables product prior to
Acceptance.
7.1.1
SOFTWARE/SYSTEM ACCEPTANCE PROCESS
7.1.2.1 Acceptance. County will have the opportunity for fifteen (15) days “Initial
test period” to test software to ensure all components of EMR Go-Live
and PM Go-Live items are functioning. If County does not accept
software, County must formally notify Contractor in writing and list the
EMR Go-Live and/or PM Go-Live errors found and Contractor must
correct the errors in a commercially reasonable amount of time. Once
Contractor corrects the errors reported by County as described above,
County will have fifteen (15) days “final test period” to test those
corrections. If no errors are formally reported on the EMR Go-Live and/or
PM Go-Live functionality during initial or final test period, the software is
automatically deemed to be accepted. If Contractor is unable to correct
issues as described above during final test period, County may cancel
the SOW, addendum or amendment for the new instance/database. For
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the avoidance of doubt, an “error” does not include preferences of the
County in the display or configuration of the software, which may be
configured after EMR Go-Live or PM Go-Live. An “error” subject to the
provisions in the paragraph would only be considered an “error” if County
was completely prevented from using the software. “EMR Go-Live”
occurs when at least one user from the customer engages in training or
in one of the following activities within the Software: the creation of a
patient or appointment, documentation on a progress note, generation of
prescription, order entry, sending or receiving orders, scanning
documents, sending or receiving faxes, generating referral requests, or
generating letters to patients.
7.1.2.2 “PM Go-Live” occurs when at least one user from the customer engages
in training or in one of the following activities within the Software: the
creation of a patient or appointment, sending claims, posting payments,
generating , or generating reports.
7.2
SOFTWARE UPDATES, WARRANTY, MAINTENANCE & ROADMAP/ENHANCEMENTS
7.2.1
Contractor shall make available to County at no additional charge all Enhancements
to the Application Package as they are released so long as the County is currently
under the Contractor’s agreement for Support and is using a Current Release.
7.2.2
To ensure that Documentation is consistent with the operating environment,
updated Documentation shall be delivered concurrently with every Enhancement
where the functionality documented has materially been changed, or the cumulative
effect of previous Enhancements has rendered the functionality documented to
have materially changed.
7.2.3
To the extent any new implementations/databases are utilized, after the Reliability
Test Period has passed as agreed by the parties, the Warranty Period will begin for
a period of 45 days. At the end of this Warranty Period, a Gate Review shall be held
that will establish either a) the close of the Warranty and the Commencement of
Maintenance & Support or b) an additional Warranty Period of 45 days.
8.0
STRATEGIC ALLIANCE for VOLUME EXPENDITURES (SAVE) (INTENTIONALLY OMITTED)
9.0
INTERGOVERNMENTAL
COOPERATIVE
PURCHASING
AGREEMENTS
(ICPAs)
(INTENTIONALLY OMITTED)
10.0
DUTIES
The Contractor shall perform all duties stated in Exhibit B – Scope of Work, or as otherwise directed
in writing by the procurement officer.
11.0
TERMS AND CONDITIONS
11.1
INDEMNIFICATION
11.1.1 Contractor shall defend, indemnify, and hold harmless the County (as Owner), its
agents, representatives, officers, directors, officials, and employees from and
against all third-party claims, damages, losses, and expenses (including, but not
limited to attorneys' fees, court costs, expert witness fees, and the costs and
attorneys' fees for appellate proceedings), to the extent caused by or alleged to
have been caused by the grossly negligent acts or omissions of the contractor, a
subcontractor, anyone directly or indirectly employed by them related to
performance of this contract. Such indemnification is subject to the greater of
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Contractor’s available insurance policy proceeds or the limitation of liability set forth
in Section 5(f) of Exhibit E.
11.1.2 The amount and type of insurance coverage requirements set forth herein will in no
way be construed as limiting the scope of the indemnity in this section.
11.1.3 The scope of this indemnification does not extend to the sole negligence of County.
11.2
INFRINGEMENT DEFENSE AND INDEMNIFICATION
11.2.1 Definitions
For purposes of this section:
11.2.1.1 “Claim” means any cause of action in a third-party action, suit, or
proceeding against County alleging that Contractor software, or its
upgrades, modifications, or revisions, as of its delivery date under this
agreement, infringes a valid U.S. patent, copyright, or trademark.
11.2.1.2 “Participate and Share in the Costs” means Contractor will assist the
County in the defense of the Claim, to the extent agreed to by the parties,
except that Contractor shall be solely responsible for any and all costs
adjudged in a successful Claim against the County.
11.2.1.3 “Third-Party Products” means any products made by a party other than
Contractor, and may include, without limitation, products ordered by
County from third parties. However, components of Contractor branded
products are not Third-Party Products if they are both:
11.2.1.3.1
embedded
in
Third-Party
Products
(i.e.,
not
recognizable as standalone items); and
11.2.1.3.2
not identified as separate items on Contractor’s price list,
quotes, order specifications forms, or documentation.
11.2.2 Defense and Indemnity
Contractor shall defend, and Participate and Share in the Cost, in the full defense
of the County against any Claim, and will indemnify and hold harmless the County,
as provided for in this section, for any judgments, settlements, and court awarded
attorney’s fees resulting from a Claim where the claimant is adjudged the
successful party in the Claim. Contractor’s obligations under this section are
conditioned on the following:
11.2.2.1 County promptly notifies Contractor of the Claim, in writing, upon being
made aware of the Claim;
11.2.2.2 County gives Contractor lead authority control of the defense and (if
applicable) settlement of the Claim, provided that County’s legal counsel
may participate in such defense and settlement, at County’s expense;
and
11.2.2.3 County provides all information and assistance reasonably requested by
Contractor to handle the defense or settlement of the Claim.
11.2.3 Remedial Measures
If software becomes, or Contractor reasonably believes use of software may
become, the subject of a Claim, Contractor may, at its own expense and option:
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11.2.3.1 procure for County the right to continue use of the product;
11.2.3.2 replace or modify the software; or
11.2.3.3 to the extent that neither 11.2.3.1 nor 11.2.3.2 are deemed commercially
practicable, refund to County a pro-rated portion of the applicable fees
for software for services not already used based on a linear depreciation
monthly over a 10-year useful life, in which case County will cease all
use of software and return it to Contractor.
11.2.4 Exceptions
Contractor will have no defense or indemnity obligation for any Claim based on:
11.2.4.1 modifications by someone other than Contractor;
11.2.4.2 software has been modified by Contractor in accordance with County-
provided specifications or instructions;
11.2.4.3 use or combination by the County of software with Third-Party Products,
open source, or freeware technology;
11.2.4.4 Third-Party Products, open source, or freeware technology;
11.2.4.5 a product that is used or located by County in a country other than the
country in which or for which it was supplied by Contractor;
11.2.4.6 possession or use of a product after Contractor has informed County of
modifications or changes required to avoid such Claim and offered to
implement those modifications or changes, if such Claim would have
been avoided by implementation of Contractor's suggestions and to the
extent County did not provide Contractor with a reasonable opportunity
to implement Contractor's suggestions; or
11.2.4.7 the amount of revenue or profits earned, or other value obtained by the
use of products, or the amount of use of the products.
11.2.5 The foregoing states Contractor’s entire liability, and County’s sole and exclusive
remedy, except as provided by law or equity, with respect to any infringement or
misappropriation of any intellectual property rights of another party.
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11.3
INSURANCE
11.3.1 Contractor, at Contractor’s own expense, shall purchase and maintain, at a
minimum, the herein stipulated insurance from a company or companies duly
licensed by the State of Arizona and possessing an AM Best, Inc. category rating
of B++. In lieu of State of Arizona licensing, the stipulated insurance may be
purchased from a company or companies, which are authorized to do business in
the State of Arizona, provided that said insurance companies meet the approval of
County. The form of any insurance policies and forms must be acceptable to
County.
11.3.2 All insurance required herein shall be maintained in full force and effect until all work
or service required to be performed under the terms of the contract is satisfactorily
completed and formally accepted. Failure to do so may, at the sole discretion of
County, constitute a material breach of this contract.
11.3.3 In the event that the insurance required is written on a claims-made basis,
Contractor warrants that any retroactive date under the policy shall precede the
effective date of this contract and either continuous coverage will be maintained, or
an extended discovery period will be exercised for a period of two years beginning
at the time work under this contract is completed.
11.3.4 Contractor’s insurance shall be primary insurance as respects County, and any
insurance or self-insurance maintained by County shall not contribute to it.
11.3.5 Any failure to comply with the claim reporting provisions of the insurance policies or
any breach of an insurance policy warranty shall not affect the County’s right to
coverage afforded under the insurance policies.
11.3.6 The insurance policies may provide coverage that contains deductibles or self-
insured retentions. Such deductible and/or self-insured retentions shall not be
applicable with respect to the coverage provided to County under such policies.
Contractor shall be solely responsible for the deductible and/or self-insured
retention and County, at its option, may require Contractor to secure payment of
such deductibles or self-insured retentions by a surety bond or an irrevocable and
unconditional letter of credit.
11.3.7 The insurance policies required by this contract, except Workers’ Compensation
and Errors and Omissions, shall include County, its agents, representatives,
officers, directors, officials, and employees as additional insureds.
11.3.8 If available, the insurance policies required by this contract may be combined with
Commercial Umbrella Insurance policies to meet the minimum limit requirements.
If a Commercial Umbrella insurance policy is utilized to meet insurance
requirements, the Certificate of Insurance shall indicate which lines the Commercial
Umbrella Insurance covers.
11.3.9.1 Commercial General Liability
Commercial General Liability (CGL) insurance and, if necessary,
Commercial Umbrella insurance with a limit of not less than $2,000,000
for each occurrence, $2,000,000 Products/Completed Operations
Aggregate, and $4,000,000 General Aggregate Limit. The policy shall
include coverage for premises liability, bodily injury, broad form property
damage, personal injury, products and completed operations and
blanket contractual coverage, and shall not contain any provisions which
would serve to limit Contractor’s obligations under Section 11.1
(INDEMNIFICATION). There shall be no endorsement or modifications
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of the CGL limiting the scope of coverage for liability arising from
explosion, collapse, or underground property damage.
11.3.9.2 Automobile Liability
Commercial/Business Automobile Liability insurance with a combined
single limit for bodily injury and property damage of not less than
$1,000,000 each occurrence with respect to any of the Contractor’s
owned, hired, and non-owned vehicles assigned to or used in
performance of the Contractor’s work or services or use or maintenance
of the premises under this contract.
11.3.9.3 Workers’ Compensation
11.3.9.3.1
Workers’ compensation insurance to cover obligations
imposed by Federal and State statutes having jurisdiction
of Contractor’s employees engaged in the performance of
the work or services under this contract; and Employer’s
Liability insurance of not less than $1,000,000 for each
accident, $1,000,000 disease for each employee, and
$1,000,000 disease policy limit.
11.3.9.3.2
Contractor, its subcontractors, and sub-subcontractors
waive all rights against this contract and its agents,
officers, directors, and employees for recovery of damages
to the extent these damages are covered by the workers’
compensation and Employer’s Liability or Commercial
Umbrella Liability insurance obtained by Contractor, its
subcontractors, and its sub-subcontractors pursuant to this
contract.
11.3.9.4 Errors and Omissions/Professional Liability Insurance
Technology Errors & Omission insurance: Such insurance shall cover
errors, omissions, or negligent acts in the delivery of products, services,
and/or licensed programs under this contract.
Each claim
$5,000,000
In the event that the Technology Errors & Omission insurance required
by this contract is written on a claims-made basis, contractor warrants
that any retroactive date under the policy shall precede the effective date
of this contract and, either continuous coverage will be maintained or an
extended discovery period will be exercised for a period of two years,
beginning at the time work under this contract is completed.
11.3.9.5 Cyber, Network Security, and Privacy Liability
Cyber, Network Security and Privacy Liability Insurance with a limit of
not less than $5,000,000 per claim.
11.3.9 Certificates of Insurance
11.3.10.1
Prior to contract award, Contractor shall furnish the County with valid
and complete Certificates of Insurance, or formal endorsements as
required by the contract in the form provided by the County, issued
by Contractor’s insurer(s), as evidence that policies providing the
required coverage, conditions and limits required by this contract are
in full force and effect.
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11.3.10.2
In the event any insurance policy(ies) required by this contract is (are)
written on a claims-made basis, coverage shall extend for two years
past completion and acceptance of Contractor’s work or services and
as evidenced by annual certificates of insurance.
11.3.10 Cancellation and Expiration Notice
Applicable to all insurance policies required within the insurance requirements of
this contract, Contractor’s insurance shall not be permitted to expire, be
suspended, be canceled, or be materially changed for any reason without 30 days
prior written notice to Maricopa County to the extent reasonably possible.
Contractor must provide to Maricopa County, within two business days of receipt,
if they receive notice of a policy that has been or will be suspended, canceled,
materially changed for any reason, has expired, or will be expiring. Such notice
shall be sent directly to Maricopa County Office of Procurement Services and shall
be mailed, or hand delivered to 301 W. Jefferson St. Suite 700, Phoenix, AZ 85003,
or emailed to the procurement officer noted in the solicitation.
11.4
FORCE MAJEURE
11.4.1 Neither party shall be liable for failure of performance, nor incur any liability to the
other party on account of any loss or damage resulting from any delay or failure to
perform all or any part of this contract, if such delay or failure is caused by events,
occurrences, or causes beyond the reasonable control and without negligence of
the parties. Such events, occurrences, or causes include, but are not limited to, acts
of God/nature (including fire, flood, earthquake, storm, hurricane, or other natural
disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared
or not), civil war, riots, rebellion, revolution, insurrection, military or usurped power
or confiscation, terrorist activities, nationalization, government sanction, lockout,
blockage, embargo, labor dispute, strike, and interruption or failure of electricity or
telecommunication service, and pandemic.
11.4.2 Each party, as applicable, shall give the other party notice of its inability to perform
and particulars in reasonable detail of the cause of the inability. Each party must
use best efforts to remedy the situation and remove, as soon as practicable, the
cause of its inability to perform or comply.
11.4.3 The party asserting Force Majeure as a cause for non-performance shall have the
burden of proving that reasonable steps were taken to minimize delay or damages
caused by foreseeable events, that all non-excused obligations were substantially
fulfilled, and that the other party was timely notified of the likelihood or actual
occurrence which would justify such an assertion, so that other prudent precautions
could be contemplated.
11.5
ORDERING AUTHORITY
Any request for purchase shall be accompanied by a valid purchase order issued by a
County department or directed by a Certified Agency Procurement Aid (CAPA) with a
purchase card for payment.
11.6
PROCUREMENT CARD ORDERING CAPABILITY
County may opt to use a procurement card (Visa or Master Card) to make payment for
orders under this contract.
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11.7
INTERNET ORDERING CAPABILITY
It is the intent of Maricopa County to use the Internet to communicate and to place orders
under this contract.
11.8
NO MINIMUM OR MAXIMUM PURCHASE OBLIGATION
This contract does not guarantee any minimum or maximum purchases will be made.
Orders will only be placed under this contract when the County identifies a need and proper
authorization and documentation have been approved.
11.9
PURCHASE ORDERS
11.9.1 County reserves the right to cancel purchase orders within a reasonable period of
time after issuance. Should a purchase order be canceled, the County agrees to
reimburse the Contractor for actual and documentable costs incurred by the
Contractor in response to the purchase order. The County will not reimburse the
Contractor for any costs incurred after receipt of County notice of cancellation, or
for lost profits, or for shipment of product prior to issuance of purchase order.
11.9.2 Contractor agrees to accept written notification of cancellation of purchase orders
from the County procurement officer. Contractor specifically acknowledges to be
bound by this cancellation policy.
11.10
BACKGROUND CHECK
Respondents may be required to pass multiple background checks (e.g. Sheriff’s Office,
County Attorney's Office, Courts, as well as Maricopa County general government) to
determine if the respondent is acceptable to do business with the County. This applies to,
but is not limited to, the company, subcontractors, and employees, and the failure to pass
these checks shall deem the respondent non-responsible.
11.11
SUSPENSION OF WORK
The procurement officer may order the Contractor, in writing, to suspend, delay, or interrupt
all or any part of the work of this contract for the period of time that the procurement officer
determines appropriate for the convenience of the County. No adjustment shall be made
under this clause for any suspension, delay, or interruption to the extent that performance
would have been so suspended, delayed, or interrupted by any other cause, including the
fault or negligence of the Contractor. No request for adjustment under this clause shall be
granted unless the claim, in an amount stated, is asserted in writing as soon as practicable
after the termination of the suspension, delay, or interruption, but not later than the date of
final payment under the contract. Notwithstanding the foregoing, County understands that
this contract contains Services that cannot be suspended (including but not limited to Cloud
Hosting) and County agrees to continue paying for these services during any such
suspension.
11.12
STOP WORK ORDER
11.12.1 The procurement officer may, at any time, by written order to the Contractor, require
the Contractor to stop all, or any part, of the work called for by this contract for a
period of 90 calendar days after the order is delivered to the Contractor, and for any
further period to which the parties may agree. The order shall be specifically
identified as a stop work order issued under this clause. Upon receipt of the order,
the Contractor shall immediately comply with its terms and take all reasonable steps
to minimize the incurrence of costs allocable to the work covered by the order during
the period of work stoppage. Notwithstanding the foregoing, County understands
that this contract contains Services that cannot be stopped (including but not limited
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to Cloud Hosting) and County agrees to continue paying for these services during
any such stop. Within a period of 90 calendar days after a stop work order is
delivered to the Contractor, or within any extension of that period to which the
parties shall have agreed, the procurement officer shall either:
11.12.1.1 cancel the stop work order; or
terminate the work covered by the order as provided in the Termination
for Default or the Termination for Convenience clause of this contract.
11.12.1.2 The procurement officer may make an equitable adjustment in the
delivery schedule and/or contract price, and the contract shall be
modified, in writing, accordingly, if the Contractor demonstrates that the
stop work order resulted in an increase in costs to the Contractor
11.13
TERMINATION FOR CONVENIENCE
Maricopa County may terminate the resultant contract for convenience by providing 60
calendar days advance notice to the Contractor.
11.14
TERMINATION FOR DEFAULT
11.14.1 The County may, by written Notice of Default to the Contractor, terminate this
contract in whole or in part if the Contractor fails to:
11.14.1.1 deliver the supplies or to perform the services within the time specified
in this contract or any extension;
11.14.1.2 make progress, so as to endanger performance of this contract; or
11.14.1.3 perform any of the other provisions of this contract.
11.14.2 The County’s right to terminate this contract under these subparagraphs may be
exercised if the Contractor does not cure such failure within 10 business days (or
more if authorized in writing by the County) after receipt of a Notice to Cure from
the procurement officer specifying the failure.
11.15
PERFORMANCE
Contractor shall perform the requirements of this contract.
11.16
CONTRACTOR EMPLOYEE MANAGEMENT
11.16.1 Contractor shall endeavor to maintain the personnel proposed in their proposal
throughout the performance of this contract.
11.16.2 If Contractor personnel’s employment status changes, Contractor shall provide
County a replacements with equivalent or greater experience.
11.16.3 Under no circumstances shall the implementation schedule to be impacted by a
personnel change on the part of the Contractor.
11.16.4 County reserves the right to immediately remove from its premises any Contractor
personnel it determines to be a risk to County operations.
11.16.5 County reserves the right to request the replacement of any Contractor personnel
at any time, for any reason.
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11.17
WARRANTY OF SERVICES
11.17.1 The Contractor warrants that all services provided hereunder will conform to the
requirements of the contract, including all descriptions, specifications, and
attachments made a part of this contract. County’s acceptance of services or goods
provided by the Contractor shall not relieve the Contractor from its obligations under
this warranty.
11.17.2 In addition to its other remedies, County may, at the Contractor's expense, require
prompt correction of any services failing to meet the Contractor's warranty herein.
Services corrected by the Contractor shall be subject to all the provisions of this
contract in the manner and to the same extent as services originally furnished
hereunder.
11.18
PERFORMANCE OF SERVICES
11.18.1 If any of the services do not conform to contract requirements, County may require
the Contractor to perform the services again in conformity with contract
requirements, at no cost to the County. When material defects in services cannot
be corrected by re-performance, County may:
11.18.1.1
require the Contractor to take necessary action to ensure that
future performance conforms to contract requirements; and
11.18.1.2
mutually agree with Contractor on a reduction in contract price to
reflect the reduced value of the services performed.
11.18.2 If the Contractor fails to promptly perform the services again or to take the
necessary action to ensure future performance in conformity with contract
requirements, County may:
11.18.2.2
terminate the contract for default.
11.19
USAGE REPORT
The Contractor shall furnish the County a usage report, upon request, delineating the
acquisition activity governed by the contract. The format of the report shall be mutually
agreed upon and shall disclose the quantity and dollar value of each contract item by
individual unit of measure.
11.20
STATUTORY RIGHT OF CANCELLATION FOR CONFLICT OF INTEREST
Notice is given that, pursuant to A.R.S. § 38-511, the County may cancel any contract
without penalty or further obligation within three years after execution of the contract, if any
person significantly involved in initiating, negotiating, securing, drafting, or creating the
contract on behalf of the County is at any time, while the contract or any extension of the
contract is in effect, an employee or agent of any other party to the contract in any capacity
or consultant to any other party of the contract with respect to the subject matter of the
contract. Additionally, pursuant to A.R.S. § 38-511, the County may recoup any fee or
commission paid or due to any person significantly involved in initiating, negotiating,
securing, drafting, or creating the contract on behalf of the County from any other party to
the contract arising as the result of the contract.
11.21
SUBCONTRACTING
11.21.1 The Contractor may not assign to another Contractor or, after Award of this contract,
subcontract to another party for performance of the terms and conditions hereof
without the written consent of the County. All correspondence authorizing
subcontracting must reference the bid serial number and identify the job or project.
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11.21.2 The subcontractor’s rate for the job shall not exceed that of the prime Contractor’s
rate, as bid in the pricing section, unless the prime Contractor is willing to absorb
any higher rates. The subcontractor’s invoice shall be invoiced directly to the prime
Contractor, who in turn shall pass-through the costs to the County, without mark-
up. A copy of the subcontractor’s invoice must accompany the prime Contractor’s
invoice.
11.22
AMENDMENTS
All amendments to this contract shall be in writing and approved/signed by both parties.
Maricopa County Office of Procurement Services shall be responsible for approving all
amendments for Maricopa County.
11.23
ADDITIONS/DELETIONS OF REQUIREMENTS
The County reserves the right to add and/or delete materials and services to a contract. If
a service requirement is deleted, payment to the Contractor will be reduced proportionately,
to the amount of service reduced in accordance with the bid price. If additional materials
or services are required from a contract, prices for such additions will be negotiated
between the Contractor and the County.
11.24
RIGHTS IN DATA
11.24.1 The County shall have the use of data and reports resulting from a contract without
additional cost or other restriction except as may be established by law or applicable
regulation. Each party shall supply to the other party, upon request, any available
information that is relevant to a contract and to the performance thereunder.
11.24.2 Data, records, reports, and all other information generated for the County by a third
party as the result of a contract without the use of Contractor’s intellectual property
are the property of the County and shall be provided in a format designated by the
County or shall be and remain accessible to the County into perpetuity.
11.25
ACCESS TO AND RETENTION OF RECORDS FOR THE PURPOSE OF AUDIT AND/OR
OTHER REVIEW
11.25.1 In accordance with Section MC1-372 of the Maricopa County Procurement Code,
the Contractor agrees to retain (physical or digital copies of) all books, records,
accounts, statements, reports, files, and other records and back-up documentation
relevant to this contract for six years after final payment or until after the resolution
of any audit questions, which could be more than six years, whichever is longest.
The County, Federal or State auditors and any other persons duly authorized by the
department shall have full access to and the right to examine, copy, and make use
of, any and all said materials.
11.25.2 If the Contractor’s books, records, accounts, statements, reports, files, and other
records and back-up documentation relevant to this contract are not sufficient to
support and document that requested services were provided, the Contractor shall
reimburse Maricopa County for the services not so adequately supported and
documented.
11.26
AUDIT DISALLOWANCES
If at any time it is determined by the County that a cost for which payment has been made
is a disallowed cost, the County shall notify the Contractor in writing of the disallowance.
The course of action to address the disallowance shall be at sole discretion of the County,
and may include either an adjustment to future invoices, request for credit, request for a
check, or a deduction from current invoices submitted by the Contractor equal to the
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amount of the disallowance, or to require reimbursement forthwith of the disallowed amount
by the Contractor by issuing a check payable to Maricopa County.
11.27
STRICT COMPLIANCE
Acceptance by County of a performance that is not in strict compliance with the terms of
the contract shall not be deemed to be a waiver of strict compliance with respect to all other
terms of the contract.
11.28
VALIDITY
The invalidity, in whole or in part, of any provision of this contract shall not void or affect
the validity of any other provision of the contract.
11.29
SEVERABILITY
The removal, in whole or in part, of any provision of this contract shall not void or affect the
validity of any other provision of this contract.
11.30
RELATIONSHIPS
11.30.1 In the performance of the services described herein, the Contractor shall act solely
as an independent Contractor, and nothing herein or implied herein shall at any time
be construed as to create the relationship of employer and employee, co-employee,
partnership, principal and agent, or joint venture between the County and the
Contractor.
11.30.2 The County reserves the right of final approval on proposed staff. Also, upon
request by the County, the Contractor will be required to remove any employees
working on County projects and substitute personnel based on the discretion of the
County within two business days, unless previously approved by the County.
11.31
NON-DISCRIMINATION
Contractor agrees to comply with all provisions and requirements of Arizona Executive
Order 2009-09, including flow down of all provisions and requirements to any
subcontractors. Executive Order 2009-09 supersedes Executive Order 99-4 and amends
Executive Order 75-5 and is hereby incorporated into this contract as if set forth in full
herein. During the performance of this contract, Contractor shall not discriminate against
any employee, client, or any other individual in any way because of that person’s age, race,
creed, color, religion, sex, disability, or national origin. (Arizona Executive Order 2009-09
can
be
downloaded
from
the
Arizona
Memory
Project
at
http://azmemory.azlibrary.gov/cdm/singleitem/collection/execorders/id/680/rec/1.)
11.32
WRITTEN CERTIFICATION PURSUANT to A.R.S. § 35-393.01
If vendor engages in for-profit activity and has 10 or more employees, and if this agreement
has a value of $100,000 or more, vendor certifies it is not currently engaged in, and agrees
for the duration of this agreement to not engage in, a boycott of goods or services from
Israel. This certification does not apply to a boycott prohibited by 50 U.S.C. § 4842 or a
regulation issued pursuant to 50 U.S.C. § 4842.
11.33
CERTIFICATION REGARDING DEBARMENT AND SUSPENSION
11.33.1 The undersigned (authorized official signing on behalf of the Contractor) certifies to
the best of his or her knowledge and belief that the Contractor, its current officers,
and directors:
11.33.1.1 are not presently debarred, suspended, proposed for debarment,
declared ineligible, or voluntarily excluded from being awarded any
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contract or grant by any United States department or agency or any
state, or local jurisdiction;
11.33.1.2 have not within a three-year period preceding this contract:
11.33.1.1.1 been convicted of fraud or any criminal offense in
connection with obtaining, attempting to obtain, or as the
result of performing a government entity (Federal, State or
local) transaction or contract; or
11.33.1.1.1 been convicted of violation of any Federal or State antitrust
statutes or conviction for embezzlement, theft, forgery,
bribery, falsification or destruction of records, making false
statements, or receiving stolen property regarding a
government entity transaction or contract;
11.33.1.3 are not presently indicted or criminally charged by a government entity
(Federal, State or local) with commission of any criminal offenses in
connection with obtaining, attempting to obtain, or as the result of
performing a government entity public (Federal, State or local)
transaction or contract;
11.33.1.4 are not presently facing any civil charges from any governmental entity
regarding obtaining, attempting to obtain, or from performing any
governmental entity contract or other transaction; and
11.33.1.5 have not within a three-year period preceding this contract had any
public transaction (Federal, State or local) terminated for cause or
default.
11.33.2 If any of the above circumstances described in the paragraph are applicable to the
entity submitting a bid for this requirement, include with your bid an explanation of
the matter including any final resolution.
11.33.3 The Contractor shall include, without modification, this clause in all lower tier
covered transactions (i.e. transactions with subcontractors or sub-subcontractors)
and in all solicitations for lower tier covered transactions related to this contract. If
this clause is applicable to a subcontractor or sub-subcontractor, the Contractor
shall include the information required by this clause with their bid.
11.34
VERIFICATION REGARDING COMPLIANCE WITH A.R.S. § 41-4401 AND FEDERAL
IMMIGRATION LAWS AND REGULATIONS
11.34.1 By entering into the contract, the Contractor warrants compliance with the
Immigration and Nationality Act (INA using E-Verify) and all other Federal immigration
laws and regulations related to the immigration status of its employees and A.R.S. §
23-214(A). The Contractor shall ensure any subcontractors represent and warrant to
their compliance with all federal immigration laws and regulations that relate to the
immigration status of their employees and their compliance with A.R.S. § 23-
214(A).These warranties shall remain in effect through the term of the contract. The
Contractor and its subcontractors shall also maintain Employment Eligibility
Verification forms (I-9) as required by the Immigration Reform and Control Act of
1986, as amended from time to time, for all employees performing work under the
contract and verify employee compliance using the E-Verify system and shall keep a
record of the verification for the duration of the employee’s employment or at least
three years, whichever is longer. I-9 forms are available for download at
www.uscis.gov.
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11.34.2 The County retains the legal right to inspect documents of Contractor and
subcontractor employees performing work under this contract to verify compliance
with paragraph 11.34.1 of this section. Contractor and subcontractor shall be given
reasonable notice of the County’s intent to inspect and shall make the documents
available at the time and date specified. Should the County suspect or find that the
Contractor or any of its subcontractors are not in compliance, the County will consider
this a material breach of the contract and may pursue any and all remedies allowed
by law, including, but not limited to: suspension of work, termination of the contract
for default, and suspension and/or debarment of the Contractor. All costs necessary
to verify compliance are the responsibility of the Contractor.
11.35
CONTRACTOR LICENSE REQUIREMENT
11.35.1 The Contractor shall procure all permits, insurance, and licenses, and pay the
charges and fees necessary and incidental to the lawful conduct of his/her business,
and as necessary complete any requirements, by any and all governmental or non-
governmental entities as mandated to maintain compliance with and remain in good
standing. The Contractor shall keep fully informed of existing and future trade or
industry requirements, and Federal, State, and local laws, ordinances, and
regulations which in any manner affect the fulfillment of a contract and shall comply
with the same. Contractor shall immediately notify both Office of Procurement
Services and the department of any and all changes concerning permits, insurance,
or licenses.
11.35.2 Contractor furnishing finished products, materials, or articles of merchandise that
will require installation or attachment as part of the contract shall possess any
licenses required. Contractor is not relieved of its obligation to obtain and possess
the required licenses by subcontracting of the labor portion of the contract.
Contractors are advised to contact the Arizona Registrar of Contractors, Chief of
Licensing, to ascertain licensing requirements for a particular contract. Contractor
shall identify which license(s), if any, the Registrar of Contractors requires for
performance of the contract.
11.36
INFLUENCE
11.36.1 As prescribed in MC1-1203 of the Maricopa County Procurement Code, any effort
to influence an employee or agent to breach the Maricopa County Ethical Code of
Conduct or any ethical conduct, may be grounds for disbarment or suspension
under MC1-902.
11.36.2 An attempt to influence includes, but is not limited to:
11.36.2.1
A person offering or providing a gratuity, gift, tip, present, donation,
money, entertainment or educational passes or tickets, or any type
of valuable contribution or subsidy that is offered or given with the
intent to influence a decision, obtain a contract, garner favorable
treatment, or gain favorable consideration of any kind.
11.36.3 If a person attempts to influence any employee or agent of Maricopa County, the
chief procurement officer, or his designee, reserves the right to seek any remedy
provided by the Maricopa County Procurement Code, any remedy in equity or in the
law, or any remedy provided by this contract.
11.36.4 ABSOLUTELY NO CONTACT BETWEEN THE RESPONDENT AND ANY
COUNTY PERSONNEL, OTHER THAN THE OFFICE OF PROCUREMENT
SERVICES, IS ALLOWED DURING THE SOLICITATION PROCESS UNLESS
THE COMMUNICATION IS IN REGARD TO PRE-EXISTING BUSINESS WITH
THE COUNTY. ANY COMMUNICATIONS REGARDING THE SOLICITATION, ITS
PARTICIPANTS, OR ANY DOCUMENTATION PRIOR TO THE CONTRACT
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AWARD MAY BE GROUNDS FOR DISMISSAL OF THE RESPONDENT FROM
THE EVALUATION PROCESS.
11.37
CONFIDENTIAL INFORMATION
11.37.1 Any information obtained in the course of performing this contract may include
information that is proprietary or confidential to the County. This provision
establishes the Contractor’s obligation regarding such information.
11.37.2 The Contractor shall establish and maintain procedures and controls that are
adequate to assure that no information contained in its records and/or obtained from
the County or from others in carrying out its functions (services) under the contract
shall be used by or disclosed by it, its agents, officers, or employees, except as
required to efficiently perform duties under the contract. The Contractor’s
procedures and controls, at a minimum, must be the same procedures and controls
it uses to protect its own proprietary or confidential information. If, at any time during
the duration of the contract, the County determines that the procedures and controls
in place are not adequate, the Contractor shall institute any new and/or additional
measures requested by the County within 15 business days of the written request
to do so.
11.37.3 Any requests to the Contractor for County proprietary or confidential information
shall be referred to the County for review and approval, prior to any dissemination.
11.38
PUBLIC RECORDS
Under Arizona law, all offers submitted and opened are public records and must be
retained by the County at the Maricopa County Office of Procurement Services. Offers shall
be open to public inspection and copying after contract award and execution, except for
such offers or sections thereof determined to contain proprietary or confidential information
by the Office of Procurement Services. If an offeror believes that information in its offer or
any resulting contract should not be released in response to a public record request, under
Arizona law, the offeror shall indicate the specific information deemed confidential or
proprietary and submit a statement with its offer detailing the reasons that the information
should not be disclosed. Such reasons shall include the specific harm or prejudice which
may arise from disclosure. The records manager of the Office of Procurement Services
shall determine whether the identified information is confidential pursuant to the Maricopa
County Procurement Code.
11.39
INTEGRATION
This contract represents the entire and integrated agreement between the parties and
supersedes
all
prior
negotiations,
proposals,
communications,
understandings,
representations, or agreements, whether oral or written, expressed, or implied.
11.40
UNIFORM ADMINISTRATIVE REQUIREMENTS
By entering into this contract, the Contractor agrees to comply with all applicable provisions
of
Title
2,
Subtitle
A,
Chapter
II,
Part
200—UNIFORM
ADMINISTRATIVE
REQUIREMENTS, COST PRINCIPLES, AND AUDIT REQUIREMENTS FOR FEDERAL
AWARDS contained in Title 2 C.F.R. § 200 et seq.
11.41
GOVERNING LAW
This contract shall be governed by the laws of the State of Arizona. Venue for any actions
or lawsuits involving this contract will be in Maricopa County Superior Court, Phoenix,
Arizona.
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11.42
FORCED LABOR
11.42.1 By submitting a bid for this solicitation and/or entering into a contract as a result of
this solicitation, contractor agrees to comply with all applicable portions of Arizona
Revised Statutes Section 35-394. Contracting; procurement; prohibition; written
certification; remedy; termination; exception; definitions.
11.42.2 Contractor certifies that it does not currently, and agrees for the duration of the
contract, that it will not use:
11.42.2.1 The forced labor of ethnic Uyghurs in the People’s Republic of China.
11.42.2.2 Any goods or services produced by the forced labor of ethnic Uyghurs
in the People’s Republic of China.
11.42.2.3 Any contractors, subcontractors or suppliers that use the forced labor or
any good or services produced by the forced labor of ethnic Uyghurs in
the People’s Republic of China.
11.42.3 If contractor becomes aware during the term of the agreement that contractor is not
in compliance with this paragraph, the contractor shall notify the County within five
business days after becoming aware of the noncompliance. If the contractor fails to
provide a written certification to the County that the contractor has remedied the
noncompliance within 180 days after notifying the County of its noncompliance, then
the agreement terminates, except that if the agreement termination date occurs
before the end the 180 day period, the agreement terminates on the agreement
termination date.
11.43
UNIQUE ENTITY IDENTIFIER (UEI) AND SYSTEM FOR AWARD MANAGEMENT
REGISTRATION
All
contractors
that
receive
funding
must
have
a
UEI
number
through
https://sam.gov/content/entity-registration. Contractor must also remain current with the
System for Award Management www.sam.gov throughout the term of the contract.
11.44
RELIGIOUS ACTIVITIES
The contractor agrees that costs, planned or claimed, including costs incurred, shall not
include any expense for any religious activity.
11.45
POLITICAL ACTIVITY PROHIBITED
None of the funds, materials, property, or services contributed by the County or the
contractor under the agreement shall be used in the performance of this agreement for any
partisan political activity, or to further the election or defeat of any candidate for public
office.
11.46
EQUAL EMPLOYMENT OPPORTUNITY
11.46.1 The contractor shall not discriminate against any employee or applicant for
employment because of race, age, disability, color, religion, sex, or national origin.
The contractor shall take affirmative action to ensure applicants are employed and
that employees are treated during employment without regard to their race, age,
disability, color, religion, sex, or national origin. Such action shall include but is not
limited to the following: employment, upgrading, demotion or transfer, recruitment,
or recruitment advertising, lay-off or termination, rates of pay or other forms of
compensation, and selection for training, including apprenticeship.
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11.46.2 Contractor shall comply with the following provisions:
11.46.2.1 Title VI and VII of the Civil Rights Act of 1964, as amended (42 U.S.C.
§§ 2000a, et seq.);
11.46.2.2 The Rehabilitation Act of 1973, as amended (29 U.S.C. §§ 701, et seq.);
11.46.2.3 The Age Discrimination in Employment Act of 1967, as amended
(29U.S.C. §§ 621, et seq.);
11.46.2.4
The Americans With Disabilities Act of 1990 (42 U.S.C. §§ 12101, et
seq.); and Arizona Executive Order 2009-09, as amended, et seq.
which mandates that all persons shall have equal access to
employment opportunities.
11.46.2.5
Contractor understands that the United States has the right to seek
judicial enforcement of this assurance.
11.47
CERTIFICATION REGARDING LOBBYING
11.47.1 Contractor certifies, to the best of their knowledge and belief, that:
11.47.1.1
No federal appropriated funds have been paid or will be paid, by or on
behalf of the contractor, to any person for influencing or attempting to
influence an officer or employee of any agency. This applies to a
Member of Congress, an officer or employee of Congress, or an
employee of a Member of Congress in connection with the awarding of
any federal contract, the making of any federal grant. Including the
making of any federal, loan the entering into of any cooperative
agreement, and the extension, continuation, renewal, amendment, or
modification of any federal contract, grant, loan, or cooperative
agreement.
11.47.2 If any funds other than federal appropriated funds, have been paid or will be paid to
any person for influencing or attempting to influence an officer or employee of any
agency, member of Congress, an officer or employee of Congress, or an employee
of a member of Congress in connection with this federal contract, grant, loan, or
cooperative agreement, the undersigned shall complete and submit Standard
Form-LLL, “Disclosure Form to Report Lobbying,” in accordance with its
instructions.
11.47.3 Contractor shall include Lobbying Certification language in the award documents
for all subcontractors (including sub-grants, and contract under grants, loans, and
cooperative agreements) and that all sub-recipients shall certify and disclose
accordingly.
11.47.3.1
The Lobbying Certification is a material representation of fact upon
which reliance was placed when this transaction is made or entered
into. Submission of this certification is prerequisite for making or
entering into this transaction imposed by section 1352, Title 31, U.S.
Code. Any successful proposer(s) who fail to file the required
certification shall be subject to a civil penalty of not less than
$10,000.00 and not more than $100,000.00 for each such failure.
11.48
CLEAN AIR ACT & CLEAN WATER ACT
Contractor must comply with all applicable standards, orders, or requirements issued under
section 306 of the Clean Air Act (42 U.S.C. 1857(h), section 508 of the Clean Water Act
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(33 U.S.C. 1368) Executive Order 11738, and Environmental Protection Agency
regulations (40 CFR part 15).
11.49
ENERGY POLICY AND CONSERVATION ACT
Contractor must adhere to the standards and policies relating to energy efficiency, which
are contained in the State energy conservation plan issued in compliance with the Energy
Policy and Conservation Act (Pub. L. 94-163, 89 Stat.871)
11.50
ORDER OF PRECEDENCE
In the event of a conflict in the provisions of this contract and Contractor’s software license
and support agreement the terms of this contract shall prevail. Furthermore, the order of
precedence shall be governed by the incorporation of documents listed per Section 11.53.
11.51
INCORPORATION OF DOCUMENTS
11.51.1 The following are to be attached to and made part of this Contract:
11.53.1
Exhibit A – Contact Information
11.53.2
Exhibit A-1 – Pricing
11.53.3
Exhibit B – Scope of Work
11.53.4
Exhibit C – Requirements Traceability Matrix
11.53.5
Exhibit D – Information Technology Supplemental Terms and Conditions
11.53.6
Exhibit E – Software License and Support Agreement
11.53.7
Exhibit F – Interface Matrix
11.53.8
Exhibit G – Contractor proposal dated May 23, 2023 submitted in
response to County RFP (Reference document)
11.53.9
Exhibit H– Office of Procurement Services Travel and Per Diem Policy
11.52
NOTICES
All notices given pursuant to the terms of this contract shall be addressed to:
For County:
Maricopa County
Office of Procurement Services
301 W. Jefferson St. Suite 700
Phoenix, Arizona 85003-1647
For Contractor:
eClinicalWorks, LLC
2 Technology Drive
Westboro, MA 01581
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IN WITNESS WHEREOF, this contract is executed on the date set forth above.
CONTRACTOR
AUTHORIZED SIGNATURE
PRINTED NAME AND TITLE
ADDRESS
DATE
IR Number: 5589762
MARICOPA COUNTY
CHAIRMAN, BOARD OF SUPERVISORS
DATE
ATTESTED
CLERK OF THE BOARD
DATE
APPROVED AS TO FORM
DEPUTY COUNTY ATTORNEY
DATE
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
Alicia Cusato
2 Technology Drive, Westborough, MA 01581
Aug 19, 2024
EXHIBIT A
CONTACT INFORMATION
SERIAL:
230057-RFP
NIGP CODE:
92007
COMPANY NAME:
eClinicalWorks, LLC
DOING BUSINESS AS (dba):
NA
MAILING ADDRESS:
2 Technology Drive, Westboro, MA 01581
REMIT TO ADDRESS:
See above
TELEPHONE NUMBER:
508-836-2700 x 10232
FAX NUMBER:
508-836-4466
WWW ADDRESS:
eclinicalworks.com
REPRESENTATIVE NAME:
Alicia Cusato
REPRESENTATIVE TELEPHONE NUMBER:
508-836-2700
REPRESENTATIVE EMAIL ADDRESS
Alicia.Cusato@eclinicalworks.com
YES
NO
REBATE
WILL ALLOW OTHER GOVERNMENTAL ENTITIES
TO PURCHASE FROM THIS CONTRACT:
[ ]
[X]
WILL ACCEPT PROCUREMENT CARD FOR
PAYMENT:
[ ]
[X]
PAYMENT TERMS: NET 30
INVOICE AND PAYMENT SCHEDULE:
Invoices will be submitted according to Section 5.3 Invoices. Separate invoices will be issued
for travel (if necessary) per Exhibit H and any optional services that are required after contract
award.
Invoice Due Date
Payment Due Date
Amount*
August 1, 2024
August 31, 2024
$520,808.00
June 30, 2025
July 30, 2025
$293,798.40
June 30, 2026
July 30, 2026
$308,488.42
June 30, 2027
July 30, 2027
$323,912.74
June 30, 2028
July 30, 2028
$340,108.37
Total Cost
$1,787,115.83
*This is an estimated annual not to exceed cost subject to the actual business needs
and requirements as agreed by the parties.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
EXHIBIT A-1
PRICING
eClinicalWorks
Practice Details
Current
New
Total
NOTE: If you plan to use eCW for dental, allergy, behavioral
health, vision, immunization, etc. please don't forget to add any
Dentist, Hygienists, Therapists, Social Workers, Counselors,
Optometrists, Ophthalmologists, etc. to the new Provider count.
“Providers” mean those Physicians, Nurse Practitioners, Physician
Assistants, Audiologists, Optometrists, Ophthalmologist, Opticians
Therapists, Occupational Therapists, Physical Therapists, Music
Therapist, Speech Therapists, Massage Therapists, Chiropractors,
Anesthesiologists, Psychologists, Dentists, Hygienists, Licensed
Social Workers, Midwife, Nutritionists, Dietitians, Counselors,
Mental Health Practitioners, Neurophysiologists, Certified
Registered Nurse Anesthetist (CRNA), care managers, care
coordinators, Podiatrists and other individual that is employed by
or under contract with Customer to provide services and/or bill
within the medical field. The term Provider shall not include
Customer personnel employed by or under contract with
Customer as office managers, secretaries, or other administrative
staff, or Nurses (other than those who provide services and/or
bill), and (hereinafter referred to as “Customer Personnel”). For
any category of Customer staff not identified above,
eClinicalWorks and Customer shall agree in writing as to who is a
Provider.
Number of Full Time Providers
(no limit on number of days)
9
10
19
Number of Part Time Providers
(up to 2 days a week)
6
0
6
Number of Full Time
Equivalents
12
10
22
Number of Named Providers
15
10
25
Number of locations/facilities
1
10
11
Number of Databases
1
0
1
Current
eClinicalWorks
Package
EMR/PM Package: includes Electronic Health Records, Practice Management, Cloud, ePrescribing Patient Portal, eClinicalMobile,
eClinicalWorks P2P)
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eClinicalWorks
Package Pricing
Cost
Quantity
Onetime
cost
Cost per
month
License Fee per Full Time
Equivalent for NEW Providers*
$5,500
per FTE
Provider
10
FTE Providers
$
55,000.00
Ongoing fees for all FTE
Providers
$310
per FTE
Provider
22
FTE Providers
$
6,820.00
Optional Items
customer is currently
enrolled with
Cost
Quantity
Onetime
cost
Cost per
month
Number of messages through
eClinicalMessenger (0-1000 per
month)
$0.15
per message
1000
messages per
month
$
150.00
NOTE: volume based item that Customer did not use in the first
quarter. Not sure if Customer intends to use this in the future.
Many groups use this for appointment reminders. If you decide to
use this, consider number of appointments multiplied by the
number of reminders per appointment. Also consider any
additional messages you may want to send.
Number of messages through
eClinicalMessenger(over 1000
per month)
$0.10
per message
500
messages per
month
$
50.00
eCW Partnered Clearing House
Fees (Waystar)
$79
per Provider
per month
25
Provider
$
1,975.00
NOTE: Customer would contract with the clearinghouse for this
item and clearinghouse would bill the Customer
Number of Fax lines (includes
1000 pages per line)
50
per line per
month
1
lines
$
50.00
Number of Faxes over 1000
pages per month
0.04
per page
15000
additional
pages per
month
$
600.00
NOTE: Customer did not have overage so in Q1 of 2024. Not sure
if volume will remain the same
Quest Interface (HL7:
Laboratory orders outbound
and laboratory results inbound)
eCW bill Quest
4500
$
-
Labcorp Interface (HL7:
Laboratory orders outbound
and laboratory results inbound)
eCW bill LabCorp
0
$
-
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
MedQ Interface (HL7: Radiology
Interface)
75
per month
1
interface
$
75.00
Garcia Clinical Lab Interface
(HL7: Laboratory orders
outbound and laboratory results
inbound)
75
per month
1
interface
$
75.00
MedQ Interface (HL7: ADT
Outbound)
105
per month
1
interface
$
105.00
Bioreference Interface (HL7:
Lab orders outbound and
results inbound)
eCW bill Bioreference
1
interface
$
-
Kiosk
25
per Provider
per month
25
per Provider
$
625.00
New Optional items
Cost
Quantity
Onetime
cost
Cost per
month
Telehealth (healow TeleVisits /
h2h)
$100.00
cap per
Provider
25
Providers
$
2,500.00
NOTE: volume based item at $2 per healow TeleVisits/h2h
encounter however it is capped at $100 per Provider so I based it
off the cap.
Non-Production Test
Environment install
$600.00
per non-prod
environment
per month
1
non-prod
environment
$
600.00
Population Care Planning
$50.00
per FTE
Provider per
month
22
FTE Providers
$
1,100.00
Wiley
$10.00
per month
per BH
Provider
5
per month
per BH
Provider
$
50.00
NOTE: behavioral health content
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
Allergy Module
$50.00
per FTE
Provider per
month
22
FTE Providers
$
1,100.00
Inventory Module
$83.33
per facility
per month
11
facilities
$
916.67
Added Value Bundle
$99.00
per month
per FTE
Provider
22
$
2,178.00
NOTE: OPTIONAL (includes: MIPS Reporting, Mobile speech
recognition for iPad, iPhones & Android, eClinicalTouch, Kiosk,
Intelligent Medical Objects and Patient Education)
AI Bundle (AI Assistant for
Generative AI & AI Assistant for
PRISMA)
$99.00
per month
per FTE
Provider
22
$
2,178.00
NOTE: OPTIONAL (AI Assistant for Generative AI and AI Assistant
for Prisma)
Sunoh.ai
$1.25
per Sunoh.ai
Visit
700
$
875.00
NOTE: OPTIONAL (ambient listening)
AI Assistant for Images
$0.04
per page
700
$
28.00
NOTE: OPTIONAL
VistionWeb Integration
(Format: CSV for bulk upload,
Interface: Lens and Add-on
import, electronic order
transmission and tracking)
$5,000.00
setup
1
interface
$
5,000.00
NOTE: This is not an integration we discussed however you
mentioned you were interested in Vision and this is a commonly
requested interface.
$75.00
maintenance
per month
$
75.00
Vendor Scene Health
integration
$15,000.00
setup
1
interface
$
15,000.00
NOTE: We have not worked with this vendor but we can add a
cost of ADT out (HL7) , Prescription out (NCPDP) ADT in (HL7) with
a bundled cost of $15,000 + 18% AM. The Medication
Administration, patient videos etc. can be accessed using a
SMART on FHIR launch from eCW with patient context. This will
require vendor to support FHIR R4 and OAuth 2.0 (specs here:
https://fhir.eclinicalworks.com/ecwopendev/). No cost to app
developer or customer to use the read APIs for launch of vendor
application from within eCW.
$225.00
maintenance
per month
$
225.00
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
QS1 interface
$10,000.00
setup
1
interface
$
10,000.00
NOTE: $10,000 + 18% AM for pharmacy interface. Assuming this is
a direct interface between eCW and QS1.
$150.00
maintenance
per month
$
150.00
OnBase interface
$15,000.00
setup
1
interface
$
15,000.00
NOTE: $5000 + 18% AM for HL7 ADT inbound
$225.00
maintenance
per month
$
225.00
RedCap interface
$15,000.00
setup
1
interface
$
15,000.00
NOTE: $5000 + 18% AM for HL7 ADT inbound; $3,500 +18% AM
for HL7 MDM for PDF inbound to eCW; $7,500 + 18% AM for
Telephone Encounter notes interface (no structured data into
eCW progress notes)
$225.00
maintenance
per month
$
225.00
MyLims interface
$5,000.00
setup
1
interface
$
5,000.00
NOTE: $5,000 + 18% AM for HL7 ORM and ORU
$75.00
maintenance
per month
$
75.00
MEDSIS interface
$291.67
per month
1
interface
$
291.67
NOTE: $3500 per year. Assuming this is electronic case reporting
(eCR) interface to APHL AIMS platform.
Implementation
Cost
Quantity
Onetime
cost
Cost per
month
Enterprise Directory setup
$30,000
set up
estimate
TBD
days
$
30,000.00
NOTE: estimate to add to existing database. NOT including data
migration
Installation
$1,000
per day
1
days
$
1,000.00
NOTE: install Non-Production test environment
Business Analysis
$1,250
per day
10
days
$
12,500.00
NOTE: OPTIONAL - if you want a business analysis to review your
workflow
Training
$1,000
per day
50
days
$
50,000.00
NOTE: Not sure how much training you may want but added 5
days per new location
Per Diem
$350
per day
50
days
$
17,500.00
NOTE: only applicable if you want training onsite
Airfare
$1,000
per trip
10
trips
$
10,000.00
NOTE: Assumed 1 trip per location. No idea on what airfare may
cost so I just put 1000 per trip
EBO Consultation
$1,250
per day
0
days
$
-
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
Data Migration
$15,000
per data
migration
0
data
migration
$
-
Total cost to eCW in a month
$
241,000.00
$
23,317.33
5 year estimate
Year 1 cost
$
520,808.00
Year 2 cost
$
293,798.40
NOTE: eCW does not have plans for increases however for
budgeting purposes added 5% increase to each year in case we
have cost increases
Year 3 cost
$
308,488.32
Year 4 cost
$
323,912.74
Year 5 cost
$
340,108.37
Total cost to eCW in
5 years
$
1,787,115.83
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
EXHIBIT B
SCOPE OF WORK
1.0
INTENT
1.1
The Contractor shall provide to Maricopa County Department of Public Health (MCDPH)
(Department or County) an Electronic Health Records (EHR) systems to provide a fully
integrated solution within MCDPH clinics that is Health Insurance Portability and
Accountability Act (HIPAA) and Health Information Technology for Economic and Clinical
Health (HITECH) compliant and provides all features and functionality as listed herein.
The Contractor has read, understands and will comply with the intent as defined herein.
2.0
SCOPE OF WORK
2.1
The EHR solution provided by the Contractor shall include, at a minimum, the
functionalities listed below as ‘core modules,’ specifically.
2.1.1
The electronic exchange of immunization data is enabled through the incorporation
of data and messaging standards. Health Level Seven (HL7) is an accredited,
nationally recognized standard for electronic data exchange for clinical and
administrative messages in healthcare environments. ASIIS is the statewide
immunization registry for documenting immunization administration. The EHR
solution would need to be aligned with the Immunization Information System (IIS)
Functional
Standards,
v4.1
(hyperlink),
Public
Health
and
Promoting
Interoperability Programs (hyperlink), Centers for Disease Control and Prevention
(CDC) Core Data Elements (hyperlink), and the CDC Data Code Sets (hyperlink)
requirements.
eCW Response:
Maricopa County DPH is currently live with eClinicalWorks EHRs. eCW will continue to support
existing interface(s). State Immunization Registry interface is provided at no cost; discovery
required for any other immunization registries or other interfaces required by the client (additional
fees may apply).
2.1.2
The EHR solution shall be capable of submitting HL7 2.5.1 Immunization
messages containing demographic and immunization data and receiving
immunization forecasts and histories from the Arizona State Immunization
Information System (ASIIS). The EHR solution shall follow the implementation
guide (hyperlink) for immunization transactions for version 2.5.1 of HL7.
eCW Response:
Maricopa County DPH is currently live with eClinicalWorks EHRs. eCW will continue to support
existing interface(s). State Immunization Registry interface is provided at no cost; discovery
required for any other immunization registries or other interfaces required by the client (additional
fees may apply).
2.1.3
The EHR solution shall support multiple accounts for one location, supporting the
need of implementing multiple programmatic requirements from one physical
location. The multiple accounts for one physical location would have to have the
ability to transmit their unique location identification (ID) assigned by ASIIS.
eCW Response:
eCW can support multiple accounts at one physical location, as well as multiple accounts at multiple
physical locations.
2.1.4
Clinical notes (medical history, problem list, subjective objective assessment plan
(SOAP) notes)
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eCW Response:
eCW standard clinical note is the Progress Note in a SOAP Note format - Subjective (Chief
Complaint, HPI, Current Medication, Medical History, Allergies/Intolerance, Surgical History,
Hospitalization, Family History, Social History, ROS, etc.); Objective (Vitals, Past Results,
Examination, Physical Examination, etc.), Assessment, and Plan (Treatment, eMAR, Diagnostic
Studies, Procedures, Immunizations, Therapeutic Injections, Diagnostic Imaging, Lab Reports,
Procedure Orders, Preventive Medicine, Next Appointment, etc.). Additional sections include
Billing Information (Visit Code, Procedure Codes), and Images, if applicable. Information is
entered in either 'table' or 'form' format. Items can be added, deleted, or modified to suit the
practice's need.
2.1.5
E-Prescribing (medication list, allergies, interactions, Arizona Health Care Cost
Containment System (AHCCCS) and other managed care formularies, and refills
eCW Response:
e-Prescribing is part of the core product. eClinicalWorks is approved and works with Surescripts
(included) as well as Exostar® to support the ePrescribing of controlled substances (EPCS)
(optional, added cost). eClinicalWorks is a Surescripts provider and can electronically transmit
prescriptions directly from the treatment screen to participating retail and mail order pharmacies
in the Surescripts network. eCW sends the prescription over a private encrypted network, per
Surescripts requirements.
2.1.6
E-Referrals (Continuity of Care Record [CCR] export and import, attachments)
eCW Response:
eCW supports the export and import of CCDA records. Interoperability with both CommonWell
and Carequality nationwide networks is free with eClinicalWorks and supports CCDA bidirectional
exchange for participating hospitals. The PRISMA search engine assists providers with parsing
the data that is aggregated from disparate systems, enabling better treatment decisions at the
point-of-care.
The referral management tools within eClinicalWorks create a closed loop referral system,
providing patients with true continuity of care with smooth transitions between care settings.
Providers can securely send comprehensive referrals to specialists anywhere in the country along
with clinically relevant documentation such as encounter summaries, lab results, and pertinent
documents. Specialists can respond to the referrals easily using eClinicalWorks P2P® or the
JTN™ web portal (P2P Open) whether they use eClinicalWorks or not, eliminating the data
exchange barriers commonly encountered when disparate clinical systems are in use.
eClinicalWorks flexibility can accommodate various workflows to meet the client’s needs.
Outgoing referrals may be sent from the Patient Hub, from within a Progress Note, or from the
Referrals Icon on the main menu bar.
Authorized users can access the Referrals Management Module. Clients will determine which
users are given this security permission. The Referral Dashboard assists the practice referral
loops and is used to review the status of incoming and outgoing referrals. As the process is
completed, the referral will move from Open to Addressed queue (or to the failed queue if the
referral transmission was not successful). Referrals can be deleted by authorized users but will
show in the Deleted Referral Log.
Incoming/Outgoing referral appointment logs and deleted referral logs are maintained. The eCW
cloud supports the protection and confidentiality of all PHI delivered over the Internet via
encryption using 3DES and TLS as well as managed gateway devices; logs are maintained.
2.1.7
Interfaces with laboratories, radiology, hospitals, Arizona Department of Health
Services (AZDHS), and other mutually determined key service providers
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eCW Response:
Refer to the Exhibit F – Interface Matrix included herein.
2.1.8
Standard and ad-hoc reporting modules (national and local measures)
eCW Response:
Several standard (Report Console, Registry Reports, eBO® Viewer) and optional (eBO Full, Pop
Health Analytics, ACO Reports, HEDIS Measure reports, PCHM reports) reporting solutions are
available. Authorized users can access all information stored in the database. Authorized users
can create standard, ad hoc, customized reports, graphical representations, and information
dashboards. Flexible reporting provides unlimited use of the practice’s information – analyze it for
improved practice operations and patient care. Standard reports are included; optional reports are
an added cost.
2.1.9
Practice management (integrated financial and administrative modules)
eCW Response:
eClinicalWorks is a unified EHR and PM solution that uses a single database for both the clinical
and administrative and financial areas of the product. eCW integrated Practice Management
eliminates duplicate data entry by pulling data directly from the clinical note to form the basis for
the claim. Comprehensive patient registration features along with robust scheduling for providers
and resources make front and back-office workflow smooth and efficient. Clearinghouse
connectivity for real-time eligibility checking, secure, internal messaging, and business intelligence
reporting are inherent in the system. Tools to manage billing, claim creation and reconciliation,
payment posting, collection management, and accounts receivable are standard in the PM
solution. Also, real-time eligibility checking via clearinghouse, the ability to electronically receive
and post payments, automatic reconciliation of each patient encounter, insurance confirmation,
and checks for codes (CPT / ICD, etc.) ensure error-free claim submissions.
eClinicalWorks has established relationships with three clearinghouse partners (subscription fees
apply): Change Healthcare®, TriZetto®, and Waystar®. eClinicalWorks also partners with Jopari®,
a clearinghouse specializing in workers' compensation and auto accident claims.
2.1.10 Data transfer from the current electronic medical record system consisting of
approximately 180,000 patient medical charts
eCW Response:
Maricopa County DPH is a current customer of eClinicalWorks and as such, data transfer from
the existing medical records system is not necessary to meet the scope of work of this RFP.
Should Maricopa County DPH add additional practices/facilities in the future, eCW can support
data transfer for the new practice/facility from their existing medical record vendor.
2.1.11 AHCCCS health plan eligibility inquiry as well as commercial health plans with data
base that updates Current Procedural Terminology (CPT) and National Drug Code
(NDC) codes
eCW Response:
Eligibility requests and inquiries are transmitted via the selected eCW partner clearinghouse for
patients currently enrolled with Medicaid and commercial health plans. eClinicalWorks does not
manage Medicaid eligibility with respect to Medicaid program enrollment. Note that eClinicalWorks
does support Sliding Fee Schedules, which can slide by a percentage of the charge; a flat dollar
amount; by CPT Code, which will adjust the claim based on the allowed amount in the fee
schedules; or by CPT Group.
CPT and NDC codes are not updated from either AHCCCS or commercial health plans. CPT and
NCD code updates are included as part of the normal system maintenance activities which occur
on a scheduled basis; eCW will continue to per the standard schedule:
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
CPT Code Update – December or January of each year for the upcoming year, provided
by the American Medical Association and pushed to eCW Cloud customers
Drug Database Update – as available from Multum or Medi-Span (note: when using the
Multum medication database, custom medications must have an associated NDC code linked to
Multum to be available for ePrescribing; the practice maps the CustomRX from the MultumRx
window).
2.1.12 Ability to bill using a third-party vendor
eCW Response:
Billing/claims is integrated with the core EHR/PM product. A Claims clearinghouse is required.
eClinicalWorks has established relationships with three clearinghouse partners (subscription fees
apply): Change Healthcare®, TriZetto®, and Waystar®. eClinicalWorks also partners with Jopari®,
a clearinghouse specializing in workers' compensation and auto accident claims.
eCW can support those customers using a third-party vendor to manage their billing via an interface
(additional cost). For third-party billing integrations with which eClinicalWorks does not currently
have active integrations, discovery is needed to determine feasibility, scope, timeline, and cost of
those custom interfaces.
2.1.13 Connect to state registry
eCW Response:
Yes. Refer to the section “Interfaces” earlier in this document for interface options, to sections 2.1.1
and 2.1.2, and to Exhibit F – Interface Matrix included herein.
2.1.14 Must be able to support multiple separate clinic sites
eCW Response:
Yes. Multiple separate clinic sites can be supported.
2.1.15 Patient scheduling and appointment reminder capabilities
eCW Response:
eClinicalWorks includes a robust scheduling capability that enables users to manage the practice or
enterprise schedule from a single location with minimal clicks. This screen presents a complete work
area to schedule appointments for patients, verify insurance coverage, and manage office personnel
schedules. The optional healow Open Access product (additional cost) establishes a professional
web presence for the organization and allows new patients to find your providers and request an
appointment. Using eClinicalMessenger, clients can send appointment reminders and other
messages to patients in their preferred mode: voice message, SMS, e-mail, Patient Portal message,
or healow app notification (included with solution; usage fees apply to outgoing messages).
2.1.16 Bar code scanning capabilities for vaccine inventory and documentation
eCW Response:
The immunization module contains an inventory management area to keep track of vaccine and
injection lot inventory levels. If barcode scanning technology is used, a scan button will be present
on the Immunization Details window and the immunization vial can be scanned at the time of vaccine
administration to the patient; relevant fields in the window will be populated via the barcode scan
2.1.17 Patient portal
eCW Response:
A robust Patient Portal is included with the core system at no additional cost. Patients have the
option to use the Patient Portal or one of the free healow mobile apps for smartphones (iOS and
Android). The Patient Portal is a secure, bi-directional communication vehicle.
2.1.18 Ability to use for community/mobile clinics
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eCW Response:
The browser version of eClinicalWorks is a Web-based solution that can be accessed from
anywhere with an Internet connection using the Google Chrome browser. The eClinicalMobile
smartphone app and the optional dedicated iPad app, eClinicalTouch, can also be used to access
and document clinical information outside the office.
2.2
The Contractor shall comply with the business requirements listed in Exhibit C -
Requirements Traceability Matrix.
eCW Response:
eClinicalWorks has invested in developing features that are unique and specific to meet the
challenges of ambulatory medical practices, providing comprehensive services to their patient
population. These features include real-time, evidence-based clinical quality guidelines,
interoperability solutions that facilitate coordination of care and establish closed-loop referral
networks, population health tools and analytics, user-friendly patient engagement products, and
multiple methods for collecting patient data and information; all working together to form the
foundation of a high-value integrated health care delivery system. For a more efficient front office,
the eCW EHR/PM solution has multiple options for appointment scheduling: 1) a Resource
Schedule to manage the organization’s schedules (for providers and other resources) from either
one central location or from multiple front offices; 2) group appointment scheduling, 3) telehealth
group scheduling via healow Meet (optional; additional cost); and 4) online appointment booking
with healow Open Access (optional; additional cost).
All products, services, and features that are discussed in this proposal are in current production use
unless the feature is clearly identified as a future offering.
The eClinicalWorks server infrastructure is based on N-tier architecture and is highly scalable; the
servers and supporting infrastructure are designed to support clients of all sizes and configurations
and can grow as the practice grows. eCW is scalable both vertically and horizontally. With solid
infrastructure and scalability planning, a practice can accommodate future growth.
Notwithstanding the foregoing, eClinicalWorks reserves the right to make changes to its software
which may change the number of clicks required to achieve a certain function. Maricopa County
understands that the clicks listed in Exhibit C are subject to change.
2.3
CONTRACTOR RESPONSIBILITIES:
2.3.1
Contractor shall have a proven and structured approach to implementation. In this
case, implementation refers to all efforts required to provide a complete and
functioning system and to prepare County staff to use it effectively. This includes
technology and implementation planning, detailed design, interfaces, software
integration, designing minimal software modifications, testing, training, data
conversion, end user and technical documentation, project management,
implementation change management, and post-implementation warranty support.
eCW Response:
Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, therefore system
implementation is not necessary to meet the scope of work of this contract. As Maricopa County
DPH grows the practice, our team will manage the implementation process using our standard
approach as further described below. eClinicalWorks will work with Maricopa to determine an actual
implementation plan and timeline, as the need arises.
eClinicalWorks is an industry leader with over 24 years of experience. eCW performs
implementations with our own staff and as such, we are allowed direct access to all levels within
the organization to address technical issues should they arise. Our implementation teams are well-
qualified to ensure the EHR is implemented properly within the practice and operating at optimum
levels to address the practice’s goals and needs. Typically, a full implementation timeline for
eClinicalWorks is 12-16 weeks for a practice with a single location and 1-10 providers.
eClinicalWorks assigns Project Managers and Implementation Teams based on their past
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
experience with similar practices. Installation of the application is done remotely with on-site training
provided to all system users.
2.3.2
Contractor shall provide a dedicated project manager that will work closely and
effectively with all County team members. The contractor will provide project
management leadership team to work with the County stakeholders and project
manager. Contractor shall meet with County staff at regular intervals to track
project milestones and review escalations or scope changes as needed.
eCW Response:
Maricopa County DPH is a current customer of eClinicalWorks with an assigned Strategic Account
Manager (SAM) that meets with MCDPH’s staff as necessary in support of the EMR/PM solution.
Should Maricopa County DPH add additional practices/facilities in the future, a standard
implementation approach as outlined in 2.3.1 above will be initiated if required.
2.3.3
Contractor shall configure, integrate, test, and implement the new EHR System, train
personnel, and provide ongoing access to support and maintenance.
eCW Response:
As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, this requirement is
not necessary to meet the scope of work of this contract. As Maricopa County DPH grows the
practice, a custom project plan and implementation timeline would be developed, as necessary, by
the eCW Project Manager in collaboration with the Customer’s project manager based on the size
and complexity of the new implementation. Refer to sections 2.3.1 and 2.3.2, and to sections 2.6,
2.7 and 2.10 in their entirety, for the implementation plan elements and information (configuration,
integration, data migration testing, UAT testing, training, implementation Go-Live, etc.) and the
typical eCW resources assigned.
2.3.4
The Contractor must have been in the business of providing EHR solutions for at
least five years. Major version of software proposed must have been in production
for at least one year and must currently be in operation in at least two North
American jurisdictions of 500,000 or more.
eCW Response:
eClinicalWorks is an industry leader with over 24 years in the EHR/PM solutions market.
eClinicalWorks was founded as an agile software development company in 1999 and continues in
the tradition of being first-to-market with innovative products and many ancillary products that
expand the range of the EHR. We have transformed the experience of electronic health record use
for more than 150,000+ physicians and nurses and 850,000+ healthcare professionals using our
solutions across 80,000+ facilities in all major cities and in all 50 states.
2.3.5
Contractor must confirm that they hold all title, interest and rights to the proposed
system and underlying source code (except open source) or that it is otherwise
legally authorized to directly license, sub-license, create derivative works, escrow,
publicly display and perform, distribute, and modify the proposed product(s).
eCW Response:
Affirmed. The EHR/PM solution and all of its features were developed internally by eCW staff.
eClinicalWorks does offer partner products with the EHR/PM solution and has established
corporate relationships with many industry-leading companies to help every client obtain an
EHR/PM solution to fit their specific needs. Our partners provide a complete network of resources
that focus on technology, business, and healthcare matters. Additional information and a list of
eCW corporate partners can be found at: https://www.eclinicalworks.com/about-us/partners/
2.3.6
Contractor shall administer all services and store all data within the United States.
Contractor shall provide an independent third-party audit report, such as SOC2
Type II, ISO 27001 demonstrating that appropriate information security safeguards
and controls are in place. As part of the process, County reserves the right to
require the same documentation from any subcontractor.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eCW Response:
eCW cloud-hosted client data is stored on the Microsoft Azure cloud in the US. No data is stored
offshore.
As an existing client of eClinicalWorks, Maricopa County DPH can request the Security Practices,
Certifications and Accreditations information from their assigned Strategic Account Manager
(SAM).
Azure Security Certifications
Azure data centers are SOC2 Type II certified, HITRUST certified, and ISO27001:2013 certified,
along with various other industry certifications that attest to their suitability to provide hosting
services. The SOC2 Reports are held by the data centers used to host clients on the eCW Cloud;
eCW
cannot
share
these.
Refer
to
Microsoft
for
compliance
information
at:
https://azure.microsoft.com/en-us/resources/microsoft-azure-compliance-offerings/
eClinicalWorks Security Certifications
eClinicalWorks has obtained security certifications from HITRUST, ISO/IEC27001:2013, HIPAA
One for HIPAA Privacy and Security compliance, and PCI DSS.
2.4
APPLICATION SERVICE PROVIDER (ASP) MODEL
2.4.1
The Contractor shall provide a solution application that is hosted on their own
servers or a third-party hosting site which would be accessed by connecting to the
County’s VPN (Virtual Private Network) via the Internet. Location of servers is
discretionary.
eCW Response:
Maricopa County is currently hosted on the eClinicalWorks Cloud. However, both SaaS (eCW
Cloud hosted by Microsoft Azure) and Client Server (client-hosted) models are offered. The
eClinicalWorks Cloud is a Software as a Service (SaaS) environment created specifically for the
secure and reliable delivery of the eClinicalWorks suite of applications. The eCW Cloud features
multi-tenant architecture with shared resources; customer data is logically partitioned, and each
customer has their own database. Each web service is unique to the customer and requires unique,
encrypted authentication credentials to access the EHR system. In addition, each practice has a
unique URL and port. Customer EMR/PM data does not co-mingle with any other customer.
2.4.2
System solution must include the following:
2.4.2.1
Multifactor authentication to access the system
eCW Response:
Multifactor Authentication: the system supports multi-factor authentication (MFA). eClinicalWorks
supports Google Authenticator, One-Time Password, and configuration of SAML 2.0 compliant
identity management authentication for practices with single sign-on access to the eClinicalWorks
applications.
2.4.2.2
Audit trails to show user who utilizes functions such as: create, print, view,
and modify to a record
eCW Response:
Yes. Audit logs are maintained of all system activity, though not every keystroke is recorded. The
practice’s System Administrator(s) have access to all audit logs. As a current customer of
eClinicalWorks, Maricopa County DPH has access to the audit log user guides available on
eClinicalWorks’ Customer Portal for additional information.
2.4.2.3
Password recovery that self-resets after a set time period of inactivity
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eCW Response:
eClinicalWorks System: After a configured period of system inactivity, the user must log-in again
with their username and password to gain access to the eCW system. There are configurable
settings that allow users who have forgotten their password to reset their password. An optional
feature of the authentication settings area of the system enables locked users to be automatically
unlocked after a minimum of 15 minutes has passed.
eClinicalWorks has an Absolute Session Time Out feature. This enables administrators to set a
duration after which staff members will automatically be logged out and not have access to the
application for an indefinite time period unless they reauthenticate.
Patient Portal: If a patient forgets their password, they can click the Forgot Password link on the
Patient Portal. This will prompt the user to enter their username, which in turn sends an email with
a password reset link to the email address on file.
2.4.2.4
Ability to use Structured Query Language (SQL) for reports
eCW Response:
eCW uses MS SQL Server for eCW Cloud-hosted customers. eClinicalWorks Business Optimizer
(eBO), powered by IBM Cognos Business Intelligence software, allows users to create refined
queries to extract information from the unified EHR/PM SQL database.
2.4.2.5
Ability to include embedded pictures to a record
eCW Response:
Providers may upload patient images into a Progress Note from their computer or mobile device or
use eClinicalMobile or eClinicalTouch to take images safely and securely at the point of care.
Images from a USB or email cannot be directly uploaded but can be downloaded to a workstation
or mobile device and then uploaded into the eClinicalWorks document management area of the
system. Practices can also scan documents/pictures to view multiple documents/pictures at the
same time; this feature can be used to compare before and after pictures or to spot positive or
negative trends.
2.4.2.6
Ability to access via mobile devices
eCW Response:
Provider mobile access: eClinicalWorks supports access via Web browser for any web-enabled
smart device – desktop, laptop, tablet, and phone. eClinicalWorks offers a dedicated iPad app
(eClinicalTouch) and a smart phone app (eClinicalMobile) that utilize intuitive user interface for
easy navigation and data entry through finger swipes and an integrated keyboard. Whether users
are on call, at home, a hospital, or a patient’s home, eClinicalTouch and eClinicalMobile deliver the
data needed – anytime, anywhere.
Patient mobile access: eClinicalWorks provides healow mobile apps for patient engagement via
smartphones – both iOS and Android. The healow app gives your patients anytime/anywhere
access to their complete health histories, including visit summaries, lab results, medications,
appointments, medical education, and more.
2.4.2.7
User Access roles (i.e., role base or facility base)
eCW Response:
eCW supports user-, role-, and facility-based access
2.5
IMPLEMENTATION PLAN
The Contractor shall provide a detailed implementation plan that models a general
standard practice or clinic implementation to include the following:
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.5.1
Implementation Methodology: The plan must include flexible implementation methods that
will allow for increased communication, testing, and progress tracking on a recurring basis.
eCW Response:
As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, system
implementation is not necessary to meet the scope of work of this contract. As Maricopa County
DPH grows the practice, our team will base the implementation process using our standard
approach as further described in sections 2.5.2, 2.5.3, 2.5.4, and in the paragraphs below:
Implementation Options
eClinicalWorks EMR/PM Implementation is based on the operational and organizational
dependencies of the customer. Some of the most common implementation methods are:
EMR first followed by PM (popular with groups with outsourced billing)
PM all at once followed by a phased EMR rollout (popular with single database, multiple
location practices)
PM phased rollout followed by a phased EMR rollout (popular with single database,
multiple location practices)
Both “modules” implemented together (popular deployment strategy with eClinicalWorks
private practice group)
Many practices also choose to implement the Practice Management features first,
registering patients within the system and scanning paper charts to support the schedule. After
several months of scanning and entering patients into the system, the EMR side goes live with a
database that is populated with relevant patient documents and demographics.
Our team does not recommend one method over another and can assist the practice in choosing
the most appropriate method by highlighting the advantages and limitations associated with each
strategy.
2.5.2
Task Level Information: The plan must include all activities necessary for a
successful project at multiple levels - primary activity, task level, and subtask levels
as needed.
eCW Response:
Yes. As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, system
implementation is not necessary to meet the scope of work of this RFP. As Maricopa County DPH
grows the practice, a custom project plan will include all task level information applicable to the
implementation, as necessary.
2.5.3
Identification of All Resources: The plan must clearly identify all respondent
(including subcontractors), subscriber, and other resources required, including
County resources, to successfully complete the project. The contractor must
provide role descriptions and the proposed number of personnel to be assigned
for all Implementation activities - needs assessment, design, build/configuration,
testing, training, procedure development, conversion to production use, and
ongoing operations.
eCW Response:
As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, system
implementation is not necessary to meet the scope of work of this contract. As Maricopa County
DPH grows the practice, a custom project plan and implementation timeline will be developed by
the eCW Project Manager in collaboration with the Customer’s project manager based on the size
and complexity of the new implementation.
Refer to section 2.3.2 for a list of typical eCW staff involved in planning and implementation. The
following is a list of typical resources required from the practice. eClinicalWorks understands that
smaller practices will likely not have this level of staffing in place and that individuals in smaller
practices will be charged with handling multiple roles.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.5.4
Project Plan: The plan must include appropriate progress/Gantt chart-style project
schedule including all phases, activities, resources (by job title) as well as any
County resources required as part of the contractor’s implementation. Include
estimated durations for the activities, deliverable milestones, and dependencies.
eCW Response:
As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, system
implementation is not necessary to meet the scope of work of this contract. As Maricopa County
DPH grows the practice, a custom project plan and implementation timeline similar to the Sample
Timeline below, would be developed by the eCW Project Manager in collaboration with the
Customer’s project manager based on the size and complexity of the new implementation.
2.6
IMPLEMENTATION SERVICES
2.6.1
The Contractor shall provide standard implementation services as outlined herein.
eCW Response:
As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, system
implementation is not necessary to meet the scope of work of this contract. As Maricopa County
DPH grows the practice, an implementation plan will be developed and agreed upon between eCW
and MCDPH to include all required elements above as applicable to the size and type of any
expansion.
eClinicalWorks is staffed to self-perform all implementation and training activities. No
subcontractors are used in the performance of contracted services.
Refer to Sections 2.3.1, 2.3.2, 2.5.1, 2.5.3, and 2.5.4 above
2.7
TRAINING PLAN
The Contractor shall provide a training plan and sample training and user guides. Materials
must be modifiable by the subscriber and the subscriber must be licensed to reproduce
them as needed for the life of the contract. Materials and information provided shall include
the following:
2.7.1
Training methodology and delivery mode (e.g.: on-site or online). Include the
length and scope of the training classes.
2.7.2
Description of minimum computer skills needed for users and any pre-training
assessments.
2.7.3
Online, on-demand/self-service modules description and access to online training
demonstration (if available).
2.7.4
Training curriculum must be stated by job category or role (list each job category
or role included in your training - physician, nurses, front and back-office support
staff, etc.)
2.7.5
Training strategy for the following scenarios:
2.7.5.1
A small practice with one to five users per practice.
2.7.5.2
A medium practice with six to fifty users per practice.
2.7.5.3
Practitioners operating in the field and away from a traditional clinic
setting (e.g.: outreach visit, homeless shelter, transition center,
rehabilitation home, etc.).
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.7.5.4
Describe and itemize any additional training options which may be
provided for an additional fee.
2.7.6
The Contractor shall provide training services to completely train County personnel in the
use and maintenance of the system. All training shall take place on-site unless otherwise
negotiated with County.
2.7.7
The Contractor shall provide ongoing training for new users as well as continued upgrade
training on new features and enhanced analysis as needed over time.
eCW Response:
As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, system training is
not necessary to meet the scope of work of this contract. As Maricopa County DPH grows the
practice, a training plan will be agreed upon between eCW and MCDPH as applicable to the size
and type of any expansion. Maricopa County DPH staff have access to online training and user
guides via the Customer Portal at my.eclinicalworks.com. eCW typical training is described below:
Training Staff and Pre-Training: eClinicalWorks has a staff of highly trained Software Training
Specialists who are certified to provide customer training on the functionalities of the
comprehensive EHR/PM solution and companion products. Pre-training activities are available to
the practice users in advance of the eCW Trainer engagement. Go Live training is provided by the
eCW Software Training Specialist and is typically delivered just prior to Go Live.
Training consists of on-site and virtual training with optional training conducted at eClinicalWorks
offices located in California and Massachusetts. Training is offered for every user. System
administration, front office personnel, healthcare providers, clinical staff, and billing staff, all receive
comprehensive training relevant to their job function and practice workflows. The training plan and
schedule is developed to accommodate the requirements of the practice.
Training Resources: eClinicalWorks offers many additional resources such as live chat, tutorials,
videos, webinars, eCW University, user guides, release notes, product notifications, and more.
These resources are available on the eCW Customer Support Portal at my.eclinicalworks.com and
can be accessed by customers at any time via a secure password that is provided prior to
implementation.
Go-Live Training Methodology: A comprehensive training plan and schedule is developed for the
appropriate target audience and skill sets by the eCW Project Manager, Lead eCW Trainer, and
the Customer’s Project Manager. Training options consist of a two to three-day or a four to five-day
block of instruction and will include training review of selected videos and scenarios. At various
intervals during training, the instructor will present scenarios to the attendees who will work in a
test/training environment with fictional patient data to complete the scenarios provided as part of
the interactive activities. Ample time will be provided during the training for questions and answers.
The Software Training Specialist will provide a brief overview of the Customer Support Portal where
the users can access the following training and educational resources.
eCW University
User Guides and Release Notes
Product Videos
Live Webinars
Product Notifications, Patient Safety and Security Notifications
Live Chat
Open Support Cases and Case history
Implementation Central - Training Checklist and Trainer Survey
Product Training Sessions: A training agenda will be provided to the client prior to the session
by an eCW certified Software Training Specialist. A custom training agenda can be created by a
Business Analyst (fee-based) and shared with the practice if desired. The practice will identify the
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
staff attending the trainings and should ensure that their schedules can accommodate the training
sessions. Note: eClinicalWorks does not provide training on hardware or third-party software.
Training consists of a combination of classroom instruction and interactive activities. The following
minimum number of hours (uninterrupted or over the course of several days) should be allocated
during training for each user to fully benefit from the training:
Providers & Mid Office - 15 hours
Billers - 8 hours
Front Office and System Administrators – 12 hours
Trainers will provide a Checklist for the Office/Practice Manager or healthcare provider to sign upon
completion of training, available on my.eclinicalworks.com, Implementation Central.
Training Program: The comprehensive 4-day training program can be further enhanced by
watching and completing the recommended role-based eCW University courses prior to end user
training/Go-Live. Note that all Pre-Training takes place remotely.
The goal of training prior to the Go-Live is to optimize practice workflows by mapping it to the
capabilities of the eCW software, impart a working knowledge of all eCW functionality that applies
to the practice’ employees, and facilitate the smooth transition of users to the eCW EHR/PM
system. This allows the eCW training specialist to help users customize eCW to the organizational
and personal needs by providing interactive activities and enabling participants to experiment with
elements they have learned in scenario-based training. Workflow-related scenarios are discussed
throughout the training to identify the best possible transition to the eCW software.
Optional Advanced Training: Advanced optional, fee-based training and resources are available
through the Training Department and will be provided as required or as requested.
Super Users: Users trained in the optional Training Class – eCW 101 (less intensive than
Train-the-Trainer), prepares designated users with more in-depth knowledge of the product. This
five-day (M-F) training is provided at eCW headquarters in Westborough, MA and Pleasanton, CA
office locations. All system users receive interactive activities, delivered on-site by an eCW Trainer.
Train-the-Trainer Certification EMR/PM: Designed for clients who require an individual(s)
to have a level of expertise that allows them to train the rest of the practice and/or onboard new
employees as the organization grows. As the purpose of Train-the-Trainer is to teach selected staff
member(s) to train the practice’s staff, trainees will have the knowledge, ability, and confidence to
educate staff on eClinicalWorks software. Interactive activities in each session allow the attendees
to gain practical working knowledge of the system while workflow-related scenarios can be
discussed with the trainer. This certification program provides the users with knowledge of
functionality of the EHR/PM eClinicalWorks software. This three-week program is offered in
Pleasanton, CA and Westborough, MA office locations. Re-certification classes are available on
eCW University.
Helpdesk Support Certification Training: Users who have previously completed eCW–101
Training are eligible for the optional Helpdesk Support Certification Training. In this five-day
training, users will learn how to ensure the proper settings are in place in the application to avoid
support issues and manage basic or Level 1 cases without assistance from eCW. Sessions include
infrastructure of the product and the components involved. Upon successful completion of the
training, users will have a solid skill set to approach L1 helpdesk support issues, locate the cause,
and provide a solution.
Technical Support Training Certification: Users who have previously completed eCW-101
and Helpdesk Support can expand their knowledge further in this one-week training that focuses
primarily on identifying, analyzing, and locating the root cause for a variety of technical support
issues. This course is for an attendee that has a technical background and must complete a pre-
requisite questionnaire for eCW to evaluate their level of technical knowledge.
Advanced eBO Training: This four-day class is designed for eCW eBO utility users to help
attendees learn advanced report building techniques using IBM® Cognos and ways of enhancing,
customizing, and distributing professional reports. Classes are provided remotely by opening a PS
Admin incident request (IR) through the eCW Support Portal.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
Revised Specialty Training: This training is focused on the “Get Set Go-Live” (GSG)
process of implementation and utilizes a phased approach to optimize knowledge retention and
customer satisfaction as they adopt the eClinicalWorks EMR/PM system. This training consists of
a pre-training phase, four-days of training, and post-training evaluation. Specialty-specific agendas
exist in order to improve training efficiency through more tailored workflows, system setup, and
scenario-based interactive activities.
An eClinicalWorks EHR Implementation Specialist (EIS) provides on-site expertise, during
and after the implementation and can be contracted for a period of 3, 6, 9 months or more as an
on-site staff augmentation resource who works side-by-side with your staff to reinforce the training
and facilitate user adoption. By request only.
Billing Implementation Specialist (BIS) assists with system billing set up, configuration, and
training on specific workflows, sophisticated billing features, etc. as needed to support an enterprise
billing environment. By request only.
2.8
SUPPORT AND MAINTENANCE AGREEMENT
2.8.1
The Contractor shall provide a Support and Maintenance Agreement which will be
used for providers who will be utilizing your product through the subscriber.
eCW Response:
Refer to Exhibit D- Software License and Support Agreement.
2.8.2
The Contractor shall offer deploying support/maintenance for one – fifty users.
eCW Response:
Opening a case within the Customer Portal allows for the tracking of client cases which are tracked
and routed to the appropriate team within eCW. Any client with login credentials (issued by their
system admin) will have access to the eCW cases that they have opened/closed through the
Customer Portal. Please note: eClinicalWorks does not support hardware or operating system
software.
The eCW Strategic Account Manager can be counted on to provide help with any issue that needs
to be addressed, establish connections to other eCW team members as needed, and escalate
issues as appropriate to ensure customer satisfaction.
Break Fix Cases opened via telephone and on-line are handled in accordance with the Service
Level Agreement (SLA).
Escalation Procedures. The customer has the right to escalate Service Requests that they believe
are not being addressed in a timely manner and/or are not receiving the appropriate level of
response from eClinicalWorks. The escalation path is as follows:
Escalation Level: Strategic Account Manager > Support Team Lead > Vice President of
Operations
If the customer believes any Service Request is not being addressed in a timely or appropriate
manner, the customer shall have the right to request an appropriate technical resource from eCW
to coordinate and oversee resolution of such Service Requests. If appropriate for the situation, the
customer and eCW-assigned Resource Coordinator shall have weekly status update conference
calls until the Service Requests are resolved.
2.8.3
The Contractor shall provide additional support and maintenance that is included
as part of the standard contract.
eCW Response:
Customers
are
encouraged
to
log
support
requests
on
the
Customer
Portal
at
https://my.eclinicalworks.com. They may also contact the Customer Service Center located at
Corporate Headquarters in Westborough, MA between the hours of 7 AM – 7 PM EST, Monday
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
through Friday. Live chat is also available from 8:30 AM to 8:30 PM Eastern time (5:30 PM PST)
Monday through Thursday and 8:30 AM to 1 PM Eastern Time on Friday.
eClinicalWorks offers 24 x 7 support at no additional cost via our offices in Mumbai, India.
2.8.4
The Contractor shall provide product updates for the following:
2.8.4.1
Major release levels.
2.8.4.2
Minor release levels.
eCW Response:
eClinicalWorks releases periodic upgrades to our customers at no additional cost to keep the
system current with regulatory changes, available patches, etc. Patches are issued as needed to
ensure the system delivers optimal usability, performance, and security. eCW recommends always
upgrading to the latest version to ensure patient safety enhancements and functionality are up to
date.
eClinicalWorks V12 is currently in general release; periodic updates are released to our customers
as part of the standard Agreement. Customers can select the upgrade frequency that works best
for them: monthly, quarterly (once every 3 months), or semiannually (once every 6 months).
Customers may change their update frequency at any time. All clients are notified in advance about
new versions, upgrades, etc. For clients hosting the application on the eCW Cloud, the
upgrade/update process is performed by eCW, as part of the hosted cloud service, and is
scheduled with the client for times that are most convenient if large or applied during the daily
maintenance window of between 1 a.m. - 3 a.m. local server time
2.8.5
The Contractor shall provide a subscriber service/support process for reporting
issues and requesting services.
Refer to the response in Section 2.6.2 and 2.6.3 for more information.
2.8.6
The Contractor shall provide a subscriber issue escalation process or procedure.
2.8.6.1
The Contractor shall provide a method and tools for subscribers to
contact your subscriber support team (e.g.: 800 phone number, e-mail,
web-based contact, etc.).
eCW Response:
Refer to sections 2.6.2 and 2.6.3 above
2.8.6.2
The Contractor shall provide a subscriber support line that is available
via the customer portal or the customer service center.
eCW Response:
Customers
are
encouraged
to
log
support
requests
on
the
Customer
Portal
at
https://my.eclinicalworks.com. They may also contact the Customer Service Center located at
Corporate Headquarters in Westborough, MA, to speak with a Customer Service Representative.
2.8.6.3
The Contractor shall provide the hours of operations, including
adjustments for Mountain Standard Time (MST), for subscriber support.
Refer to the response in Section 2.6.3 for more information.
2.8.6.4
The Contractor shall manage subscriber requests for enhancements
and customization are handled pre-implementation and post-
implementation.
eCW Response:
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eClinicalWorks is a Commercially available Off-The-Shelf (COTS) unified EMR/PM solution and as
such, custom software development is not done for individual clients. Clients can submit
enhancement requests via the Customer Portal by entering a case in the Tech Support queue. This
queue is monitored by Product Management. Enhancement requests are not guaranteed nor client-
specific; any enhancements incorporated into a product release (version update, etc.) will be made
available without additional fees to all clients as part of the annual maintenance contract for as long
as the agreement is in effect.
2.8.6.5
The Contractor shall help facilitate formal users’ group, online
community forum, etc. with available tools to support a user community.
eCW Response:
eClinicalWorks hosts an annual National User’s Conference and numerous roundtables throughout
the year, as well as specialty-based User Groups (i.e., orthopedics, women’s health, etc.) that meet
remotely during the year and at the annual eClinicalWorks National User Conference. These groups
play an active role in defining the product roadmap for enhancements and sharing recommended
practices for workflows.
The Health Center User Group meets regularly online, and annually at the National User
Conference, to discuss product enhancements that are focused on areas of interest to health
centers, industry trends, and to share best practices between colleagues.
eCW Independent User’s Forum is found at eCWUsers.com. In this open environment, physicians
and practice managers communicate with one another, sharing best practices and assisting one
another with workflow experiences.
Various regional health summits occur throughout the year sharing information about new and
exciting product information, government mandates, and more.
eClinicalWorks is also hosting eClinicalWorks Days: Reinvent Live series throughout 2023. eCW
staff will travel to cities across the country every Wednesday throughout the year for a day of
education on various topics at no cost to clients. eClinicalWorks users engage with other
eClinicalWorks users and meet with eClinicalWorks representatives to:
See the latest enhancements to our industry leading EHR/PM solution
Get insight into company updates taking place at eClinicalWorks
Learn how to use eClinicalWorks technology to reinvent the front office, billing processes,
and Population Health efforts through automation, business intelligence, and operational
intelligence. eCW publishes events on: https://www.eclinicalworks.com/resources/events/
eCW Days are scheduled in Phoenix, AZ for 8/09/23. Contact your Sales Executive if
interested in attending or sign up at: https://events.eclinicalworks.com/event/ecwday/shows/
2.8.6.6
The Contractor shall offer post-implementation optimization services of
the system?
eCW Response:
eCW offers the following fee-based services to our customers:
EHR Optimization Services
eClinicalWorks offers optimization services tailored to practices' specific needs and strategies. The
EHR Optimization Services primarily focus on streamlining workflows, enhancing organizational
efficiency, improving product adoption among the end-users, and reducing end-user burnout. EHR
Optimization Services also include providing standard ‘best-practices’ on effective use of the EHR
and the various add-on modules. EHR Optimization Services are recommended after initial go-live
as well as immediately after major EHR upgrades.
Other key tasks include:
Review practice setup and workflows to identify gaps and areas of improvement
Recommend best-practice workflows to reduce clicks and increase efficiency
Assist with the adoption of latest enhancements, specialty modules, and add-on features
for effective utilization of the EHR system
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
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Strategies to help practices adapt to the browser modality, version upgrades or major
enhancements
Patient safety risk assessment and implementation of Safety Assurance Factors for EHR
Resilience (SAFER) guides/practices
Provide guidelines and recommendations for self-sustainability
Revenue Cycle Management Optimization and RCM EIS Services
The Revenue Cycle Management (RCM) Optimization and RCM Enterprise Implementation
Services (EIS) team help practices identify issues, identify areas for improvement, and make
recommendations to optimize the software. RCM consultants are billing experts with years of
experience using eClinicalWorks to increase return on investment for practices of all sizes.
eClinicalWorks professionals will help transform the billing processes, utilizing the innovative
features and automation built into the practice management application. RCM consultants will work
with the billing staff and make recommendations to manage claims proactively and decrease time
spent on corrections and rejections.
Patient Relationship Management Services
eClinicalWorks Patient Relationship Management (PRM) experts will work with the practice to
educate staff and patients on the many Patient Engagement tools offered, including Patient Portal,
eClinicalMessenger, healow apps, OpenAccess Self-Scheduling, Televisits, etc. PRM Services
Consultants give providers and patients alike the knowledge and confidence needed to make
effective use of the powerful patient engagement tools available through eClinicalWorks. With
customized marketing and social media strategies in place, the practice is ready to connect with
patients, and help them to proactively manage their health in full partnership with your providers.
Customized print and digital marketing to increase online presence
On-site staff training and patient interaction
Patient Engagement gap analysis, product optimization, and Go-Live support
Remote training
Building Questionnaire/Online intake forms
eClinicalWorks Business Optimizer Consulting Services
eClinicalWorks provides an array of analytics services, such as eCW Business Optimizer (eBO)
report training, full suite eBO implementation services, and assistance with health center and
Uniform Data Systems (UDS) reporting. eClinicalWorks consultants are specialists in financial,
operational, clinical, and compliance reporting. The practice will be assigned a dedicated eBO expert
who will work to understand the business reporting requirements and provide a customized reporting
solution that is right for the organization.
Services typically include:
Dedicated on-site/remote training focused on creating queries and advanced custom
reports
Custom report development based on the practice’s requirements
In-depth training on eBO Viewer report usage, features, and best practices
Health Center-Specific Reporting Services
eCW team of Healthcare Business Intelligence (HBI) Consultants help practices master complex
health center reporting requirements. The HBI team is trained to understand compliance and
regulatory issues and can show you how to optimize the use of eClinicalWorks to generate the
reports necessary for health center sustainability.
Key reporting needs this team focuses on are:
Title X Family Planning, Family Planning Annual Report (FPAR) 2.0 transition and state
FPR grants
UDS reporting Services
Transition to UDS +
Ryan White and other HIV grant programs
340B Pharmacy Compliance
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
State COVID reports
Indian Health Services grant reports
Medicaid Health Home services
Office of Statewide Health Planning & Development (OSHPD) grants
New Grant Initiatives
Technical Architect Services
The Technical Architect (TA) works with the practice’s IT team or IT consultant and with the various
resources within eClinicalWorks. The TA evaluates and advises on optimal technical system design,
from the pre-implementation stage, navigating through the different possible architectures that can
be applied to the practice.
The TA works to explain the best options for the following:
Hosting options (locally hosted and eCW cloud options)
Connectivity requirements and network considerations
Storage requirements
Backup and data recovery
High availability options
Post Implementation redesign
eClinicalWorks Disaster Recovery design
eClinicalWorks IT performance review
Migration assessment and planning for the introduction of new technology
Medicare Access and CHIP Reauthorization Act of 2015 (MACRA) – Merit-Based Incentive
Payment Systems (MIPS) Services
eCW experienced MIPS Consultants help eClinicalWorks customers meet complex MIPS
requirements as they navigate the maze of requirements in the transition from volume-based to
value-based care. MIPS consultants assist customers with understanding the pay-for-performance
programs and quality measure requirements, set up and workflow, perform periodic review of quality
measure performance, and can assist with data submission to Center for Medicare Services (CMS).
Population Health Management Consulting
The Population Health Management (PHM) consulting team can help the organization implement
the various Population Health Management solutions offered by eClinicalWorks. In addition to being
product experts, the team members have experience in Care Management programs including
behavioral and mental health management, Chronic Care Management (CCM), Care Plan Oversight
(CPO), Transition Care Management (TCM), and Remote Patient Monitoring (RPM) programs, as
well as quality improvement programs like Patient Centered Medical Home (PCMH), Healthcare
Effectiveness Data and Information Set (HEDIS), Hierarchical Condition Category (HCC) Risk
Adjustment Model, and other industry-standard, value-based programs.
The Population Health Management Consultant will provide:
Gap analysis including a discovery site visit or remote consultation to understand current
processes, goals, objectives, and timelines
Project planning that defines the implementation scope and timelines for one or more PHM
solutions
Workflow redesign that includes reviewing workflows to optimize use of PHM modules as
well as assisting with activation, configuration according to the recommended "best-practices", and
staff training
Post-Go-Live Support includes providing KPIs and guidelines for increased adoption of the
implemented solutions
2.8.6.7
The Contractor will provide monitoring tools to include access to viewing
the same screen as the end-user.
eCW Response:
Database monitoring: Cloud-hosted customers are hosted in a data center owned and operated by
Microsoft Azure, who maintains the hardware in the data centers. eClinicalWorks provides continuous
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
system monitoring of the environment using industry-standard tools. eCW has a Security Operations
Center (SOC) and a Network Operations Center (NOC) that monitor the environment 24 x 7 x 365.
There are firewalls, web application firewalls, load balancers, anti-malware detection, intrusion
detection, data loss prevention, and more to secure the environment.
eCW Tech Support Staff: eClinicalWorks uses LogMeIn Rescue® to resolve eClinicalWorks-related
issues the client may have. LogMeIn Rescue results in a faster and more satisfying customer support
experience. LogMeIn Rescue is a free remote administration tool that allows an authorized eCW
Support Technician to securely connect to any server or workstation machine of an eClinicalWorks
customer. If a Support Engineer needs to connect to a client’s computer/server, they will initiate the
conversation with the practice via a phone call and provide a PIN number. This is done only with client
knowledge and permission.
Access to LogMeIn Rescue is done through the Helpdesk option on the top menu bar of the
Customer Portal.
LogMeIn Rescue uses 1024-bit public key RSA encryption and creates a secure tunnel between a
client’s system and the eCW servers. Only the screen changes are transmitted across for the
connectivity; no patient data is exchanged.
2.8.6.8
The Contractor shall maintain current code bases (e.g.: International
Classification of Diseases, Ninth Revision (ICD-9), CPT, Healthcare
Common Procedure Coding System (HCPCS), etc.).
eCW Response:
Standard Content Update Schedule:
ICD-10* Code Update – September of each year for the October 1st timeline
CPT Code Update – December or January of each year for the upcoming year
Medicare Fee Schedule Update – December or January of each year for the upcoming year
Drug Database Update – as available from Medi-Span
Patient- and insurance-specific prescription medication formularies - weekly updates from
Surescripts regarding medications that will be paid for by the patient’s insurance company.
Directory of participating pharmacies – received from Surescripts on a nightly basis. Pharmacies
that no longer participate in the Surescripts network are removed from the Surescripts directory on a
weekly basis.
*Please note: eCW uses ICD-10. eCW provides a free GEMs-based ICD-9-CM to ICD-10-CM
conversion tool. eCW also offers IMO® (Smart Search) as an optional (fee-based) ICD-10 crosswalk
to help providers search easily for ICD-10-CM codes while documenting a Progress Note.
2.8.6.9
The Contractor shall provide a process by which clinical content (e.g.:
evidence-based tools, drug interactions) and patient education materials
are updated.
eCW Response:
Evidence-based tools: CDSS alerts are reviewed by CRM based on CMS guidelines and updated
when required.
Drug Interactions: Using the Medi-Span drug reference database:
Drug-drug (including generic equivalent)
Drug-food
Drug-condition
Drug –herbal supplement (if herbals have an NDC code and are in the drug reference database)
Drug-OTC drugs
Therapeutic duplication
Patient Educational Materials: Instructions and education materials are provided by one of eCW’s
Patient Education vendors - A.D.A.M.®, Elsevier®, Healthwise®, Krames®, and Santovia®. Updates
occur as noted below (subscription based; additional costs apply):
A.D.A.M. Smartcare™: Reviewed at minimum of every two years and updated accordingly.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
Healthwise: quarterly updates; monthly updates as needed for critical changes to medical
guidelines.
Krames: Content library has a 2-year update schedule, as they work to review all of the content.
They release content on a quarterly basis.
Santovia: Uses content that is updated on a frequent basis and from different sources. Sources
include AAP, EBSCO, CDC, and video content
2.8.6.9.1
When this content is updated, the Contractor shall have the
ability to maintain the subscriber's rules.
eCW Response:
For patient education materials and drug interaction updates, the clinical rules will not be affected.
Regarding clinical content, there are many types of rules/alerts related to Measure Reporting setup
and updated for specific Guidelines (Ex. HEDIS, PQRS). There are also Practice Configured Alerts
that allow configuration based on the client requirements. Rules are maintained and are generally
not overwritten. However, practice configured alerts may be affected by the updated guidelines
depending on how the client configured the practice-configurable alerts, for example, if using the
same rule names or if the client opts to have the practice configured alert be the guiding tool used
to meet measures. eCW staff can assist the practice with this if the client opens a ticket on the
Customer Portal.
2.9
BUSINESS CONTINUITY; DISASTER RECOVERY; DATA BACKUP and RESTORE;
ARCHIVE, RETENTION and DISPOSAL PRACTICES
2.9.1
The Contractor shall provide a current and proposed business continuity practices
and approaches as they relate to the daily operation and possible interruptions of
service (outages). This should include a description of your data configuration
model
and
your
redundancy
capabilities
(including
but
limited
to:
telecommunications, geographic isolation of the data centers). The response shall
include a graphical representation of process and location of backup data centers.
eCW Response:
eClinicalWorks wants to assure our clients that the company
has taken, and continues to take, the proper steps to secure
company and client data in the face of potential disaster
situations. While eClinicalWorks does not share its Business
Continuity Plans (BCP) or corporate disaster recovery (DR)
plans, these plans are in place, are tested on an annual basis,
and have been reviewed and approved by our Executive team
and by the two most trusted names in information security –
HITRUST CSF® and ISO27001.
For customers using eCW to host the application, disaster
recovery is included as part of the eCW Cloud hosting service. Cloud-hosted
customers are hosted in a data center owned and operated by Microsoft Azure.
Primary Data Centers: Each primary data center for clients hosted by Azure has a failover site,
also an Azure environment. If services in the primary data center are unavailable, the service ‘fails
over’ to the designated back up site. Maintaining multiple regions ensures that customers are
provided with redundancy in hosting services.
Regions: Each region features data centers that are deployed within a latency-defined
perimeter. Each data center is connected through a dedicated regional low-latency network. This
design ensures that services within any region offer the best possible performance and security. For
security purposes, locations of Azure’s data center locations are not released in public RFP
submissions.
Availability Zones: Availability zones are physically separate locations within each region
that are tolerant to local failures which can range from software and hardware failures to events such
as earthquakes, floods, and fires. Tolerance to failures is achieved by geographic redundancy and
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
logical isolation of services. To ensure resiliency, a minimum of three (3) separate availability zones
are present in all availability zone-enabled regions. Availability zones are connected by a high-
performance network with a round-trip latency of less than 2 milliseconds (ms). This allows data to
remain synchronized and accessible in the event of a failure in any individual component. Each
Azure zone is composed of one or more data centers equipped with independent power, cooling,
and network infrastructure. Availability zones are designed so that if one zone is negatively
impacted, regional services, capacity, and high availability are supported by the remaining two
zones.
Zone Redundancy: eClinicalWorks uses Azure Zone redundancy architecture. If data from
the primary zone becomes unavailable, failover ensures the practice’s eClinicalWorks data is
available on two zones within the same region, typically within 15 to 30 minutes. When the original
zone is restored, the services are switched back to the primary data center seamlessly.
Failover sites: Each primary data center for clients hosted by Azure has a failover site, also an
Azure environment. For security purposes, locations of Azure’s failover site locations are not
released in public RFP submissions. If services in the primary data center are unavailable, the
service ‘fails over’ to the designated back up site. Maintaining multiple regions ensures that
customers are provided with redundancy in hosting services.
Regions: Each region features data centers that are deployed within a latency-defined
perimeter. Each data center is connected through a dedicated regional low-latency network. This
design ensures that services within any region offer the best possible performance and security.
Availability Zones: Availability zones are physically separate locations within each region
that are tolerant to local failures which can range from software and hardware failures to events such
as earthquakes, floods, and fires. Tolerance to failures is achieved by geographic redundancy and
logical isolation of services. To ensure resiliency, a minimum of three (3) separate availability zones
are present in all availability zone-enabled regions. Availability zones are connected by a high-
performance network with a round-trip latency of less than 2 milliseconds (ms). This allows data to
remain synchronized and accessible in the event of a failure in any individual component. Each
Azure zone is composed of one or more data centers equipped with independent power, cooling,
and network infrastructure. Availability zones are designed so that if one zone is negatively
impacted, regional services, capacity, and high availability are supported by the remaining two
zones.
Load balancers are in place in the eCW Cloud to adjust the service traffic as loads require and
storage capacity for the current and future-hosted client base is built into the service.
Internet Service: eCW recommends clients have redundant Internet Service Providers (ISPs) for
all client sites allowing the practice to switch to a secondary Internet Service Provider (ISP) should
the primary ISP fail.
Failover & Disaster Recovery Overview
Each primary data center for clients hosted by
Azure has a failover site, also an Azure
environment. If services in the primary data
center are unavailable, the service ‘fails over’ to
the designated back up site. Maintaining multiple
regions ensures that customers are provided with
redundancy in hosting services.
Locations of primary and backup locations are not
provided in a proposal for security reasons.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.9.2
The Contractor shall provide current and proposed data backup and restore
practices. This should include an explanation of the standards, procedures,
methods, cycles, turnover, retention periods and offsite capabilities.
eCW Response:
See also response to section 2.7.1 above. Customer data is backed up daily (incremental) and a full
database backup is taken on a weekly basis. The backups are sent in encrypted format to a
secondary facility for encrypted storage, in a physically secure remote location with reasonable
controls in place to ensure their protection. Refer also to Section 2.7.4 for retention information.
2.9.3
The Contractor shall provide current and proposed disaster recovery procedures
and standards and how they will be implemented into the proposed system solution
to cover any disruptions in service (outages) and minimize any downtime.
eCW Response:
eClinicalWorks provides a 99.9% uptime service level agreement for customers hosted on the eCW
Cloud. Notification of system outages will be posted on the Customer Portal and the Strategic
Account Manager will attempt to contact each customer by phone or email for unscheduled
downtime events.
2.9.4
The Contractor shall meet the Federal, State and local Public Record Retention
requirements for the effective and efficient archive, retention, and disposal of the
electronic data that is entered, stored, handled, and/or distributed by the solution.
eCW Response:
Practices own the patient and practice data contained within the application. The eClinicalWorks
system does not archive data: all data held within the repository contains information from day one
of implementation. All backups contain information relating to the EMR deployed. There is no need
to restore archived data at any point.
Should an eCW cloud-hosted client leave eClinicalWorks, the database is provided to the client in a
format of their choice (refer to the file, “eClinicalWorks – Preliminary Pricing and Sample Contract
CONFIDENTIAL” for information about data transfer options). Once the data is provided to the
customer, the company uses reputable third-party firm services for the disposal/destruction of media
and hardware that contain sensitive data, practice data, or patient PHI. The destruction of media is
managed by an eClinicalWorks employee, and a certificate of destruction is obtained. The
certificates of destruction are not shared with clients.
2.10
TESTING REQUIREMENTS
2.10.1 The Contractor shall provide a documented strategy for testing and quality assurance of
development and configuration by analysis and implementation consultants shall be
provided to the County project team for approval prior to commencement of system
configuration.
2.10.2 The Contractor shall perform unit testing of the functionality of the system shall be performed
and documented by the contractor. Samples and results of tests may be requested by the
project team to ensure thorough testing is performed prior to client turnover. Issues
identified in testing shall be cataloged, updated upon closure with final disposition, and
provided to the project team prior to conducting user acceptance testing (UAT). Items
identified as issues will not be closed unless written approval to do so is provided by the
County.
2.10.3 The Contractor shall work directly with the County, and external vendors to test all interfaces
and transmissions of data. To eliminate constraints and delays in testing and validation, a
separate mirror environment (Dev/Test) for testing is required.
2.10.4 The contractor shall provide County with a UAT test catalog to aid in development of test
scripts. Contractor will allow the County a reasonable timeframe to execute the test plan
and retest items with issues.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.10.5 The County is responsible for executing test scripts for UAT and parallel testing. The
Contractor will work with County to identify gaps in testing plan where possible.
2.10.6 The Contractor shall per perform testing variances that will be documented, categorized,
and assigned impact through a mutually agreed upon format.
2.10.7 The County project leadership team may request to initiate a refresh and restore with an
additional cycle of UAT based on the outcome of UAT testing if significant issues are found.
If an environment becomes stale due to long testing timeframes, the project leadership team
may request a refresh or restore.
2.10.8 The Contractor shall allow software to be scanned for security vulnerabilities.
2.10.9 The Contractor shall be responsible for any high or critical findings that will need to be
remediated before going into production or attestation by a third party of the results of the
build slated for deployment prior to final payment (if milestone payments are used).
eCW Response for 2.8.1-2.8.9:
As Maricopa County DPH is currently using eClinicalWorks EHR/PM solution, configuration, system
testing, interface testing, UAT testing, is not necessary to meet the scope of work of this RFP. As
Maricopa County DPH grows the practice, and if an additional Implementation Plan becomes
necessary, UAT will be included in the plan as noted below:
Business User Acceptance Testing (UAT):
A Business (User) Acceptance Test (UAT), which is planned and executed by the client,
ensures that the system operates in the manner expected, and any supporting material such as
procedures, forms, etc. are accurate and suitable for the purpose intended. The UAT is intended to
provide final verification of proper functioning of the system and is not usually focused on identifying
simple problems such as spelling errors and cosmetic issues, or show-stopping bugs / software
crashes. (These issues are addressed by the eCW Development and QA team). It is high level
testing, ensuring that there are no gaps in functionality.
The test environment, including user-defined test cases, should be designed by the client
to be identical, or as close as possible, to the anticipated production environment.
Final test acceptance criteria are to be mutually agreed upon by the customer and
eClinicalWorks prior to performance of the UAT.
Test environment: A training/testing database can be requested and purchased for further training,
and for testing in the event of a subsequent implementation (Maricopa County DPH is currently live
with eCW). The training environment is created as a snapshot of the production environment and is
not kept in sync with the other environments. This database is provided at an additional charge.
Please contact your Strategic Account Manager (SAM) or Sales Representative if interested.
Software vulnerabilities: eCW Software Development Life Cycle includes Quality Assurance steps
that are designed to search out and eliminate vulnerabilities during the software development
process.
Security vulnerabilities: eCW continuously performs automated regular scans and penetration
tests internally and externally using vulnerability scanning software from an Approved Scanning
Vendor (ASV). Independent third-party audits are conducted annually by a Qualified Security
Assessor (QSA). Any vulnerabilities or security risks found are eliminated and remediated. Clients
are not involved in the vulnerability scanning process as this occurs during development and quality
assurance testing.
2.11
HOSTING REQUIREMENTS/ POST GO LIVE SUPPORT
2.11.1 The data center shall achieve a minimum 99.9 percent monthly uptime. The
application response time shall not be less than the established time limits for other
similar users of the application in the data center.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
eCW Response:
eClinicalWorks provides a 99.9% uptime service level agreement for customers hosted on the eCW
Cloud.
eClinicalWorks is a web browser application and uses Microsoft Azure datacenters located
throughout the continental United States. Maricopa County is in an Azure facility in close proximity
to its users, providing excellent screen-to-screen response times and a satisfying user experience.
2.11.2 The Contractor shall administer all services and store all data within the United
States. Contractor shall provide an independent third-party audit report, such as
SOC2 Type II, ISO 27001 demonstrating that appropriate information security
safeguards and controls are in place. As part of the process, County reserves the
right to require the same documentation from any subcontractor.
eCW Response:
eCW provides the most stringent privacy and security settings in support of HIPAA requirements
for maintaining the confidentiality of protected health information. User-, role-, and facility- based
access, support of strong passwords, many authentication settings that are configurable by the
organization, and encryption of all data in transit are just some of the security features of the
system.
eClinicalWorks successfully completed a third-party HIPAA Compliance audit for Privacy and
Security conducted by Intraprise Health, dba HIPAA One | Initial certification date: November 11,
2022, valid until November 11, 2023.
Azure Security Certifications
Azure data centers are SOC2 Type II certified, HITRUST certified, and ISO27001:2013 certified,
along with various other industry certifications that attest to their suitability to provide hosting
services.
eClinicalWorks Security Certifications
eClinicalWorks has obtained security certifications from HITRUST, ISO27001:2013, HIPAA One
for HIPAA Privacy and Security compliance, and PCI DSS.
2.11.3 The Contractor shall be expected to provide post go live support to County end
users.
eCW Response:
eCW provided post Go-Live services:
Customer Service from eCW Customer Service Center; a Customer Portal for online support
services; remote support using LogMeIn Rescue; consulting services; upgrades/updates; e-
learning platform with user guides, release notes, product notifications, live webinars, self-paced
courses, and ongoing education/training – all via eCW University; optional training available at eCW
offices.
As a current customer of eClinicalWorks, a Strategic Account Manager (SAM) has been assigned
to be the contact for the remainder of the relationship. The SAM can be counted on to help with
any issue that needs to be addressed, establish connections to other eCW team members as
needed, and escalate issues as appropriate to ensure customer satisfaction. Customer Service
Representatives are also available to answer questions post-implementation, and the Support
Portal is always available.
eClinicalWorks has developed an array of optional Professional Services, for both new and existing
customers, which are designed to ensure a smooth transition to the unified EHR solution and
facilitate optimal system utilization. (refer also to section 2.6.6.6 above for more detailed
information):
Business Analyst Consulting Services
EHR Implementation Services
EHR Optimization Services
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
Patient Relationship Management Services
eClinicalWorks Business Optimizer Consulting Services
Technical Architect Services
Revenue Cycle Management Optimization and RCM EIS Services
Practice Efficiency Advisement Services
Medicare Access and CHIP Reauthorization Act of 2015 (MACRA) - Merit-Based Incentive
Payment Systems (MIPS) Services
Population Health Management Consulting
2.11.4 The Contractor shall establish a quarterly review period for County team, provide
updates on Service Level Agreement, and address concerns as needed.
eCW Response:
As a current customer of eClinicalWorks, a Strategic Account Manager (SAM) has been assigned
to be the contact for the remainder of the relationship. Regularly scheduled meetings are managed
by the SAM for this purpose.
2.11.5 The Contractor shall be required to disclose anytime there are planned or
unplanned outages regardless of impact to the system.
eCW Response:
Notification of system outages will be posted on the Customer Portal and the Strategic Account
Manager will attempt to contact each customer by phone or email for unscheduled downtime
events.
2.11.6 The Contractor shall provide a web-based helpdesk application to be utilized as
the main method of communications for the County to submit service/trouble
tickets and for the vendor to provide support status. Functionality must include and
not be limited to:
2.11.7 format/methodology for entering service requests into the application;
2.11.8 ability to track all service requests; and reports on response levels;
2.11.9 tickets work status/resolution and other customer service level statistics that will
be essential for the County to measure the adequacy of the level of services
provided.
2.11.10 The online helpdesk service must be available 24 hours a day, 7 days a week.
Additional toll-free telephone support service must be available Monday thru Friday,
5 days a week, 8:00 a.m. to 5:00 p.m. MST.
eCW Response for 2.9.6-2.9.10:
Customers are encouraged to log support requests on the Customer Support Portal at
https://my.eclinicalworks.com. Support ticket status is also available through this portal. They may
also contact the Customer Service Center located at Corporate Headquarters in Westborough, MA
between the hours of 7 AM – 7 PM EST, Monday through Friday. Live chat is also available from
8:30 AM to 8:30 PM Eastern time (5:30 PM PST) Monday through Thursday and 8:30 AM to 1 PM
Eastern Time on Friday.
eClinicalWorks offers 24 x 7 support at no additional cost via our offices in Mumbai, India.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
EXHIBIT C
REQUIREMENTS TRACEABILITY MATRIX
Notwithstanding the foregoing, eClinicalWorks reserves the right to make changes to its software which may change the number of clicks or workflow required to
achieve a certain function. Maricopa County understands that the clicks and/or workflows listed in Exhibit C are subject to change.
Functional Specifications and Requirements
BUSINESS
REQUIREMENT OPTIONAL
NOT
AVAILABLE
OFFEROR RESPONSE
1.0
Master Patient Index
N/A
1.1
Does your product support an Enterprise Master
Patient Index to track a patient across an integrated
or disparate group of health providers and clinics? If
‘yes’, please respond to the sections below:
Yes.
1.2
Specify the Enterprise Master Patient Index
matching logic.
Yes.
eClinicalWorks supports an Enterprise Master Patient
Index (EMPI) using standard HL7 interfaces to capture
patient demographic information from existing Practice
Management systems. A unique account number is
assigned to each patient account when they are entered
into the system. eClinicalWorks Enterprise Master Patient
Index (EMPI) employs a single, unique identifier for each
member of the population across the enterprise.
1.3
Specify the ability and ease with which the
Enterprise Master Patient Index captures and
updates patient information.
Yes.
EMPI provides the ability for an enterprise/community to
consolidate and cross reference patient identifiers across
multiple clinical information systems to uniquely identify
each patient, perform global patient searches and
matching, consolidate duplicate patient records, create
complete views of patient information, and share data
across multiple facilities and information systems in real-
time.
1.4
Specify the support of standard demographic
information as well as user-defined fields.
Yes
The system has pre-configured fields for standard
demographics. The system also supports practice-
defined fields for capturing structured data that do not
have a pre-configured field.
1.5
Does the Enterprise Master Patient Index use online
checks to verify information is accurate?
Yes.
1.6
Does the Enterprise Master Patient Index include
the ability to record eligibility information and
insurance coverage?
No.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
1.7
Does your product support third-party Enterprise
Master Patient Indexes?
No.
The system supports a variety of patient matching
algorithms. Patient matching algorithms are in place at
the time of entry of demographics to create a new patient,
matching algorithms run behind the scenes and notify
user of potential duplications. User can override
message and continue, or find existing patient in the
database.
1.7.1
If ‘yes’, which ones have you deployed in production
environments?
N/A
2.0
Order Entry and Results Reporting.
N/A
2.1
Does your product support order entry for
diagnostics, including laboratory tests, radiology,
and others? If 'yes', answer the question below.
Yes.
2.1.1
Is it integrated with the patient's medical record and
the practice workflow?
Yes.
eCW provides many CPOE tools available for ordering
labs/rads/procedures, referral management, and
medication orders. It is part of the core product.
2.2
Does your product support user’s entry of orders
online and availability to view results online?
Yes.
Review test and lab results, medications, and progress
with patients from within the progress note.
2.3
Does your product support the notification of the
availability of results, abnormal results, or late
results with automatic routing of the notification to
the appropriate user?
Yes.
Electronic results are reconciled to outstanding orders
and faxed or printed results are reconciled by a staff
member. Once results are posted to the order, the order
moves from the “Outstanding” Lab tab to the “To Be
Reviewed” Lab tab. Results are easy to route and track.
However, staff members who are responsible for
reviewing labs must integrate this activity into their daily
workflow using the Quick Launch Button dashboard, a
menu of interactive icons, provided as the practice-centric
workflow management tool. Returned abnormal result
values display in the results panel in red indicating an “out
of normal range” result. Interface may incur additional
cost depending on the lab vendor.
2.4
Does your system support the use of order status
updates in a bidirectional mode?
Yes.
2.5
Is there a limit to the number of user-defined fields?
No.
2.5.1
If ‘yes’, specify the number of user-defined fields
allowed.
N/A
2.6
Does your system support the configuration and
online viewing of orders and associated rules and
compliance factors?
Yes.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.7
Does your system support the ability to enter orders
to support the various practice workflows for primary
and referring care providers?
Yes.
2.7.1
If 'yes', please specify the order notification process
for primary and referring care providers.
Yes.
2.9
Does your system support the configuration of Order
Sets that can be easily identified (e.g.: Favorites)
and executed?
Yes.
Favorites can be configured for each provider.
2.10
Does your system support the entry of current and
future orders?
Yes.
Future orders can be specified.
3.0
Clinical Documentation.
N/A
3.1
Does your system support the use of multiple
documentation modes of entry options (e.g.:
templates, free text, menus/drop downs and macros,
dictation, voice recognition, handwriting
recognition)?
Yes.
eCW provides all of the items listed at left.
3.1.1
If ‘yes’, please specify the documentation modes of
entry that your product supports.
Yes.
Additional enhancements with V12 have been made that
reduces clicks, improves efficiency, and optimizes end-
user productivity with Keyboard Shortcuts to navigate
within multiple windows. Quickly document notes during a
visit using the Smart Macro shortcuts and the Smart Tags
feature. Look up and assign tasks to users with the @
symbol using the Assigned To feature. Seamlessly Copy
and Paste any information throughout the EMR
application without having to re-type on multiple windows.
Physicians and clinical staff can effectively complete their
documentation during the visit while maximizing face-time
with patients by using the Floating Toolbar and the Dock
Mode. Easily access the Interactive Clinical Wizard (ICW)
from within all windows on the Progress Notes. Quickly
launch past encounter data from within the ICW using our
new and improved Progress Notes Responsive window
design that automatically resizes to the appropriate
window size.
3.2
Does your system support the use of clinical
documentation entry through various modes? If
‘yes’, please specify which of the following clinical
documentation modes are available through your
system.
Yes.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.2.1
Structured text?
Yes.
3.2.2
Menus and/or "drop downs"?
Yes.
3.2.3
Lists with options and ability to check options that
apply?
Yes.
3.3
Does your system support automatic clinical
documentation updates to the database?
Yes.
3.3.1
If 'yes', please specify the requirements and process
for the occurrence of the automatic updates.
Yes.
eClinicalWorks releases updates on a monthly cadence.
Customers select the upgrade frequency that works best
for them: monthly, quarterly (once every 3 months), or
semiannual (once every 6 months), and may change their
upgrade frequency at any time. Patches are issued as
needed to ensure the system delivers optimal usability,
performance, and security.
3.4
Does your system support clinical documentation
updates to the product’s database initiated by a
manual save, sign, or commit?
Yes.
The eClinicalWorks system can accept data entered by
an authorized user in real-time and commits that data to
the database. In some cases, the update must be
manually confirmed by clicking "OK" or "SAVE". In the
case of entries into the progress note, the data that is
entered is accepted by the system and does not need an
'active save'.
3.4.1
If ‘yes’, please specify which database update
methods are available with the product.
Yes.
Standard Content Update Schedule:
• ICD-10 Code Update – September of each year for the
October 1st timeline
• CPT Code Update – December or January of each year
for the upcoming year
• Medicare Fee Schedule Update – December or January
of each year for the upcoming year
• Drug Database Update – as available from Multum or
Medi-Span
• Patient- and insurance-specific prescription medication
formularies - weekly updates from Surescripts regarding
medications that will be paid for by the patient’s insurance
company.
• Directory of participating pharmacies – received from
Surescripts on a nightly basis. Pharmacies that no longer
participate in the Surescripts network are removed from
the Surescripts directory on a weekly basis.
OTHER: Database updates are entered by authorized
staff members by using templates, text/typing, voice
recognition with or without Scribe, scanning documents
into the Document Management area of the system, by
patients completing questionnaires via the Patient Portal,
using healow Check-in, or the Office Kiosk.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.5
Does your system support the integration of
biomedical devices and medical devices (i.e.: patient
data that would automatically be sent from the
biomedical/medical device to the products
database)?
Yes.
eClinicalWorks supports interfaces to biomedical devices
that send clinical data directly to pre-configured fields in
the EMR. Many device integrations are already in place
with manufacturers of common vitals gathering devices,
cardiology devices, spirometers, etc. Custom device
integrations are developed upon request; additional costs
may apply.
3.6
Does the product require end user intervention (e.g.:
Accept or Acknowledge) to commit biomedical
and/or medical device patient data to the product’s
database?
Yes.
eClinicalWorks supports interfaces to biomedical devices
that send clinical data directly to pre-configured fields in
the EMR. Many device integrations are already in place
with manufacturers of common vitals gathering devices,
cardiology devices, spirometers, etc. Custom device
integrations are developed upon request. Interfaces must
be installed. Costs may apply.
3.6.1
If manual intervention of biomedical and medical
device patient data is not required, please specify
the rationale for this design.
N/A
3.7
Does the product support configuration of clinical
documentation screens, templates, forms, and
clinical content by the end user or analyst?
Yes.
The system is easily configurable by the provider or
practice.
3.8
Does the product support audit capabilities for the
following clinical documentation data elements:
Yes.
The system generates a human-readable audit record
when auditable events occur. The system administrator
has access to the entire system security settings and
audit log records. Almost every transaction is logged in
eClinicalWorks; however, not every keystroke is
recorded.
3.8.1
By function or menu selected?
Yes.
The contents of audit logs vary, based on the type of log
and the area of the application being logged. The
eClinicalWorks application generates hundreds of audit
logs from every area of the system. Various filters are
available to allow an authorized user to focus on a date
range, provider, patient, or other data point. User activity
audit trails are generated and provide details for the date,
section of the patient record, action taken, logged on user
name, time of occurrence and IP address.
3.8.2
By end user?
Yes.
3.8.3
By date and time of the initial entry or update?
Yes.
3.9
Does your product support electronic visit (e-visit)
communication and documentation?
Yes.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.9.1
If 'yes', please describe.
Yes.
eClinicalWorks® has the ability to capture medical
information directly from a patient using eClinicalWorks
integrated TeleVisit™, Patient Portal,
eClinicalMessenger®, or the healow® app.
3.10
Does your product support other audit capabilities
and processes?
Yes.
3.10.1
If 'yes', please describe.
Yes.
eCW companion products that generate audit logs
include Patient Portal, eClinicalMessenger®,
eClinicalTouch®, and eClinicalMobile®. Details of the audit
logs generated by these products are discussed in detail
in the product user guides.
4.0
Specialized Clinical Applications.
N/A
4.1
Does your product support specialized applications
or clinical content, or do you have such applications
in development, including, but not limited to:
pediatrics (child health), obstetrics, gynecology,
dental (oral health), case management, long-term
care, and behavioral health, any medical and
surgical subspecialties?
Yes.
eClinicalWorks’ Unified Solution serves a full range of
healthcare services and contains a robust multi-specialty
database with content for more than 50 specialties
including all the items listed at left. As an innovative EHR
Solution, content for applications are constantly being
enhanced to the core product and made available to all
clients. eCW clients are encouraged to submit
enhancement requests in the customer portal by entering
a case.
4.2
Describe the status and history of each specialty
application: in-house development or acquisition:
certification, including specialty modules, status on
any specialty application in process).
Yes.
All specialty applications are created, and enhanced in-
house and are the product of eClinicalWorks. Any
applications in process are part of eCW's roadmap and
are confidential. Information about updates on any of the
products are communicated via the support portal.
5.0
Evaluation and Management (E&M) Coding.
N/A
5.1
Does the product support automatic calculation of
the E&M code based on clinical documentation and
current guidelines?
Yes.
Standard feature.
5.2
Does the product support availability for clinicians to
override the calculated code if necessary?
Yes
The E&M coder provides a recommendation which can
be overridden by the provider if desired.
5.3
Does the product support e-visit coding and billing?
Yes.
If using the healow TeleVisit module, when a progress
note opens for the provider they can document the call.
The system handles a Televisit progress note in the same
way as a physical visit for coding and billing with the
exception that the encounter is a TeleVisit.
6.0
Electronic Prescribing.
N/A
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
6.1
Does your product meet Centers for Medicare and
Medicaid (CMS) criteria
(http://www.cms.hhs.gov/ePrescribing/) including
integrated ability to electronically prescribe
medications and receive refill requests from
pharmacies using generally accepted interfaces
(e.g.: RXHub/SureScript)?
Yes.
6.2
Does your product include:
6.2.1
Configurable drug interaction alerts?
Yes.
Real-time allergy and interaction checking is performed
when a medication is selected as a treatment.
6.2.2
Real-time formulary information?
Yes.
Formulary information is pre-entered in the database by
the drug database manufacturer (Medi-Span).
eClinicalWorks provides monthly updates using
Surescripts for prescription medication formularies.
6.2.3
Tiers, copayments and/or coinsurance information?
Yes.
6.2.4
Eligibility checks?
Yes.
Patient insurance eligibility is checked real-time in the
application, either in batch or individually, via the
clearinghouse. Eligibility can be checked at time of
registration on the Patient Info page, at time of
appointment scheduling or check-in from the appointment
slot or on the Eligibility Viewer screen.
6.2.5
Prior authorization criteria (including step therapy
and other edits that impact prescribing)?
Yes.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
6.2.6
Display of prior authorizations?
Yes.
• Referral Authorizations - Insurance can be configured to
provide a notification to the front office staff at the time a
patient arrives for an appointment that a prior
authorization is needed for a referral. The patient’s
referral screen includes fields where the referral
authorization number, start/stop dates, and number of
authorized visits are entered. When an incoming referral
is created, the number of visits allowed is entered and as
those visits are used the system will count down the
number of visits remaining.
• A patient-specific formulary check can be done at the
beginning of the encounter or at the point of prescribing
that returns a list of: whether the medication is covered by
the plan, medications that are lower cost therapeutic
alternatives, and average wholesale cost.
• Real-Time Benefit Check (RTB): Providers can enable
the healow RTBC to let their patients know their out of
pocket costs for prescribed medications, showing patients
a range of options. At the time of prescribing, RTBC can
generate a list of options of where the patient can obtain
the medication, can obtain generic substitutes at a lower
cost, and what out of pocket costs will be.
• eClinicalWorks eRx dashboard allows communication
between the provider and pharmacist. eClinicalWorks has
an Rx Change: transaction initiated by the pharmacy and
sent to the provider for a response. There are 3 types of
transactions: 1) Generic Substitution change transaction,
2) Therapeutic Interchange, and 3) Prior Authorization.
When a pharmacy submits a Rx Change Request they
are looking for the provider to review the request and
provide approval.
• Coming Soon - Electronic Prior Authorization (ePA) will
notify a user at the time of ordering a medication that prior
authorization may be required. Users are then able to
initiate the prior authorization request direction from within
eCW Browser application and can expect to receive a
payer response within 20 seconds. Users can answer
clinical questions, submit responses, and receive the
payer response, all in completely electronic format within
the EMR. eCW offers Rx ePA services via our
connections with various PBMs and Aggregators, which
cover more than 80% of the insured patients in the
country. Please continue to review eCW notifications on
the support portal for updates.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
6.2.7
Complete medication history from retail and mail-
order pharmacies, including unrestricted display of
information at the prescriber level?
Yes.
Provides a listing of current medications and a medication
history (with patient authorization) can be queried via
Surescripts.
6.2.8
Ability to print patient prescriptions? If ‘yes’, please
answer the following:
Yes.
Can print, fax or use the common send
6.2.8.1
Ability to print patient prescriptions for scheduled
medications?
Yes.
6.2.8.2
Ability to print patient prescriptions for ePrescribing
when connectivity is not operational?
No.
Yes, if for some reason the Surescripts interface is not up
and running, the practice can have the provider use a
paper script pad with signature or can print the script on
paper for the patient to bring to the pharmacy. Practice
should have tamper-proof prescription paper for the
printer in the event that this is needed.
6.2.9
Ability to print patient prescriptions on tamperproof
paper if required?
Yes.
Prescriptions can be printed on tamper-resistant paper for
controlled medications
6.3
Does your product provide the capability to
implement ePrescribing with initial deployment of the
product for practices using ePrescribing as a bridge
to full EHR deployment?
Yes.
Via Surescripts.
6.3.1
If no, please provide detailed explanation.
N/A
7.0
Online Tracking.
N/A
7.1
Are laboratory results, vital signs, and growth
parameters available to view online?
Yes.
7.2
Can patient information be viewed over selected
date ranges or filtered by user selected criteria?
Yes.
7.2.1
If 'yes', please specify the filtering criteria available.
Yes.
Information can be viewed by date or by lab type,
diagnostic imaging category, procedure type, etc.
Additionally, Flowsheets can be configured that take data
entered into a patient’s record and map the data to other
data sets (vitals, lab values, medication dose, etc.)
7.3
Can patient information and data be compared with
standard parameters, such as normal values?
Yes.
Can compare normal results and show when the normal
values fall outside the normal range for age, or height, for
example.
8.0
Referral Ordering and Tracking.
N/A
8.1
Does your product generate and track referrals
online, including CCR extracts and attachments?
Yes.
The Continuity of Care Record (CCR) can still be used,
however, Continuity of Care Document (CCD) is an HL7
CDA implementation of the CCR and is used more today.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
8.2
Does your product provide the ability to check and
verify the status of referrals?
Yes.
Using the R (referral) quick launch button allows the staff
to view any open, pending, addressed, to be reconciled,
etc. to check the status.
8.3
Does your product provide processes for
maintenance and integration of health plan preferred
providers and prior authorization processes?
Yes.
8.3.1
If 'yes', please specify how this works.
eClinicalWorks allows users to create a preconfigured list
of preferred providers to choose from or to search the
nationwide provider network using P2P
9.0
Continuity of Care Record (CCR).
N/A
9.1
Does your product provide standard CCR imports
and exports, problem lists, medication lists, vital
signs, health maintenance goals?
Yes.
The Continuity of Care Record (CCR) can still be used,
however, Continuity of Care Document (CCD) is an HL7
CDA implementation of the CCR and is used more today.
9.2
Does your product integrate notes, images, test
results and related information from other source
systems via interfaces/integration?
Yes.
9.2.1
If 'yes', please specify examples of these interfaces.
Yes.
eClinicalWorks is a standards-based system with
technical and semantic interoperability between the EMR
and providers of ancillary services. Interfaces to labs,
radiology facilities, pharmacies, hospital information
systems, clearinghouses, and medical devices. The most
common type of interface is based on HL7 standards.
9.3
Does your product support Continuity of Care
Document (CCD) capabilities?
Yes.
eClinicalWorks has partnered with Carequality
Framework® and CommonWell Health Alliance® and can
bring discrete data elements such as the problem list,
allergies, and medications, directly into the
eClinicalWorks EMR. The CCDA can also be imported
and viewed in the EMR, along with any other documents
that are available.
9.3.1
If 'yes', please provide examples.
Yes.
10.0
Document Management.
N/A
10.1
Does your product support document management
including the ability to scan, store, and index images
and information?
Yes.
10.2
Does your product support the ability to integrate
these documents as part of the Continuity of Care
Record (CCR)?
No.
All integrated documents will be part of the EMR/PM
record. eCW does not integrate images into the CCR at
this time.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
10.2.1
If 'yes', describe the document management
indexing capabilities for scanned documents and
images.
N/A
10.2.1.
1
What are the primary indexing and selection criteria
for retrieval of documents?
Yes.
The indexing criteria for the retrieval of documents is
configurable by the practice.
10.3
Does your product support nationally accepted
standards for viewing images and digital film?
Need more information.
10.3.1
If 'yes', described how the scanned images and
documents are routed based on the workflow
procedures of the practice.
Images and documents can be scanned in and saved in
the Patient Documents section of the medical record.
eClinicalWorks supports the MedicScan OCR card
scanner that optically scans a driver's license or
insurance card and inserts the information into the Patient
Information window fields (such as birth date, name,
address, and photo). A copy of the image is saved within
the record, keeping a permanent image of the scanned
card(s).
11.0
Practice Management System (PMS).
N/A
11.1
Does your product support seamless integration
between the EHR modules and the PMS modules?
Yes
eClinicalWorks is a unified EHR/PM solution.
11.1.1
If 'yes', described how your product integrates the
databases between EHR and PMS modules,
including presence or absence of one, common,
unified database architecture.
Yes
eCW provides an integrated EHR/Product Management
solution in a single database.
11.2
Does your product support integration of the EHR
and foreign PMS systems?
No
eCW provides an integrated EHR/Product Management
solution in a single database.
11.2.1
If 'yes', described how the integration of these
products works.
12.0
Scheduling.
N/A
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
12.1
Does your product support integrated, rules-based
scheduling features? If ‘yes’, please answer the
following:
Yes
The included resource schedule is highly configurable by
the practice. Additionally, the Registration Rules Engine
allows the practice to us pre-configured rules to help
ensure the required information is captured during patient
registration and appointment creation. Front desk staff is
made aware of information that may be missing upon
registering a patient. The practice can configure
predefined data elements, like building blocks, to create
registration rules. Missing information can easily be
flagged for completion prior to booking an appointment,
rules can be triggered depending on how many months it
has been since the patient’s last visit, verification of
responsible party alerts can be launched, and more.
12.1.1
Does it include patient appointments?
Yes
12.1.2
Does it include scheduling of resources, e.g.: exam
rooms, equipment?
Yes
12.1.3
Does it include e-visit?
Yes
healow TeleVisits are integrated into the EHR workflow
and resource schedule.
12.2
Does your product allow, at subscriber's option,
automatic blocking of "double booking"?
Yes
The system is practice-configurable to allow or block
double booking of appointments.
12.3
Does your product provide the ability to configure
practice-specific rules governing scheduling?
Yes
Visit Type rules are set up that determine a
provider/staff’s preference to see patients for certain visit
types during certain time slots. The Resource Schedule
defines a schedule for Provider or Staff that reflect the
hours, schedule rules, exceptions that are based on a
visit type for when they are available. The resource
schedule allows for double booking appointments and the
ability to double book hours based on visit type rules.
12.4
Does your product support patient-self scheduling
for traditional visits and procedures, as well as other
Patient Centered Medical Home models such as
group visits, open access appointments, and virtual
or e-visits?
Yes
12.4.1
If ‘yes’, please describe which of the above your
product supports and how it does so.
Via healow Open Access®, patients can find providers
that meet their needs for time, location, specialty, etc.,
book or request their own appointments, and get
appointment confirmations and reminders. The client can
choose whether to allow appointment requests only or full
self-scheduling.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
12.5
Does your product allow viewing of patient and
provider schedules? If ‘yes’, please answer the
following:
Yes
12.5.1
Does it allow viewing by current day?
Yes
12.5.2
Does it allow viewing by month?
Yes
12.5.3
Please specify any other viewing options your
product provides.
5 and 7 day view; single provider or multiple provider
view; provider + staff member+resource views; these are
configurable.
12.6
Does your product provide scheduling utilization and
patient monitoring and surveillance reports? If 'yes',
please answer the following:
Yes
12.6.1
Does it provide reports to follow patient treatment
plans?
Yes
12.6.2
Does it provide reports to track patients keeping
their appointments?
Yes
12.6.3
Does it provide reports to track no-shows?
Yes
12.6.4
Please provide examples of standard reports.
Please see Customer Support Portal
13.0
Patient Portal and Personal Health Records (PHR).
N/A
13.1
Does your product support uni- or bi-directional
secure messaging system for patients ("patient
portal") that permits secure notification,
communications and self-help functions(e.g.: patient
is provided access to reviewed and appended
laboratory and other test results, patient reminders,
and patient appointments/schedules)?
Yes
Patient Portal is bi-directional.
13.1.1
If 'yes', please specify the types of information your
product is capable of providing through a patient
portal.
Patient Portal gives patients access to records, labs, and
secure messages, anywhere and on any device. Patients
can update demographics, complete forms and
questionnaires, request prescription refills, access
educational materials, and view statements and
payments. Refer to the Support Portal at
my.eclinicalworks.com for more information on the Patient
Portal.
13.2
Does your product support a patient accessible,
electronic Personal Health Record (PHR)?
Yes
13.3
Does your product provide a secure method for
patients to view their medical records?
Yes
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
13.4
Does your product provide a secure method for
patients to contact their physicians?
Yes
13.5
Does your product provide a secure method for
patients to receive their diagnostic test results?
Yes
13.6
Does your product provide a secure method for
patients to add additional health information?
Yes
13.7
Does your product support HIPAA privacy and
security requirements?
Yes
13.7.1
If 'yes', please specify compliance with and
examples of compliance with HIPAA privacy and
security requirements.
eCW provides the most stringent privacy and security
settings in support of HIPAA requirements for maintaining
the confidentiality of protected health information. User,
role, and facility-based access, support of strong
passwords, many authentication settings that are
configurable by the organization, and encryption of all
data in transit are just some of the security features of the
system.
eClinicalWorks successfully completed a third-party
HIPAA Compliance audit for Privacy and Security
conducted by Intraprise Health, dba HIPAA One | Initial
certification date: November 11, 2022, valid until
November 11, 2023.
Azure Security Certifications
Azure data centers are SOC2 Type II certified, HITRUST
certified, and ISO27001:2013 certified, along with various
other industry certifications that attest to their suitability to
provide hosting services.
eClinicalWorks Security Certifications
eClinicalWorks has obtained security certifications from
HITRUST, ISO27001:2013, HIPAA One for HIPAA
Privacy and Security compliance, and PCI DSS.
13.8
Does your product support audit capabilities for
tracking updates to the Personal Health Record
(PHR)? If 'yes', please answer the following:
Yes
13.8.1
Are these capabilities available for patient’s viewing
of their own PHR?
No
Patient can see the results of the updates to their PHR
but do not have access to the audit logs that are
generated when the record is updated.
13.8.2
Are these capabilities available for patient record
updates? If 'yes', please answer the following:
Yes
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
13.8.2.
1
Specify the level of audit tracking at the patient
record level.
Audit logs are created for almost all activity in
eClinicalWorks although not every keystroke is recorded.
Audit logs will show user name, activity, and date and
time stamp and depending on the type of log, the event
that occurred - created, modified, etc. Progress Note
audit logs are very detailed.
13.8.2.
2
Specify the level of audit tracking at the patient
function level.
See above answer 13.8.2.2
13.8.2.
3
Specify the level of audit tracking at the patient
discrete data element level.
See above answer 13.8.2.3
13.8.3
Are all updates date and time stamped for audit
tracking purposes?
Yes
14.0
Automated Charge Capture.
N/A
14.1
Does your product support online capture of charge
information and transmission to a central billing
system through the clinical documentation function?
Yes
14.2
Does your product support online capture of charge
information and transmission to a central billing
system through the order entry function?
Yes
14.3
Does your product support the manual entry of
patient charge information and transmission to a
central billing system?
Yes
14.4
Does your product transmit charges on an individual
basis?
Yes
14.5
Does your product transmit charges on a batch
basis?
Yes
14.6
Does your product transmit charges on a real-time
basis?
Yes
When the progress note is completed, based on the
codes in the note, the associated charges move forward
to create the basis for the claim. Once scrubbed, claims
can be sent to the clearinghouse individually. The typical
workflow, however, is to wait until there is a volume of
claims that are marked 'ready to submit' and the user
creates a batch and sends the batch to the clearinghouse
of choice for processing.
15.0
Billing and Payment.
N/A
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
15.1
Does your product support the ability to accept
payment (cash, check, credit card) at time of
service?
Yes
15.2
Does your product support patient receipts
generation?
Yes
15.3
Does your product support tracking of co-pays?
Yes
15.4
Does your product support tracking of insurance
payments?
Yes
15.5
Does your product support tracking of patient
balances?
Yes
15.6
Does your product support the tracking of activities
on a patient account? If ‘yes’, please answer the
following:
Yes
15.6.1
Does tracking activity include history?
Yes
Yes - the Claims area of the system includes logs of user
activity
15.6.2
Does tracking activity include insufficient payments?
Yes
This is captured in eBO Viewer financial reports
15.6.3
Does tracking activity include overdue payments?
Yes
This is captured in eBO reports
15.6.4
Does tracking activity include payment adjustments?
Yes
This is captured in eBO reports
16.0
Claims Processing.
N/A
16.1
Does your product support management of third-
party claims?
Yes
scheduled tasks for automatic claim creation and
submission.
16.2
Does your product support the tracking of third-party
claims?
Yes
Scheduled tasks for automatic retrieval of 277CA claim
statuses.
16.3
Does your product support the tracking of third-party
reimbursements?
Yes
Scheduled task for automatic download of ERAs and
automatic posting of approved ERAs.
17.0
Claims Posting.
N/A
17.1
Does your product allow for the posting of real-time
payments?
Yes
healow® Payment Services facilitates electronic patient
payments with many options for contactless payment in
office and online. For more information, please refer to
your Customer Portal
17.2
Does your product allow for the posting of batch
payments?
Yes
Standard functionality
17.3
Does your system provide reporting capabilities on
the posting of scheduled payments?
Yes
Payment Plan Dashboard can be used to access this
information.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
17.4
Does your system provide reporting capabilities on
the posting of late payments due?
Yes
17.5
Does your system provide reporting capabilities on
other payment types?
Yes
17.5.1
If 'yes', please specify additional posting capabilities.
Client is a current customer of vendor, and has full
access to all available reports from their current EHR/PM
solution. Further info can be found on the client's existing
Customer Portal.
18.0
CAQH CORE Standards (www.CAQH.org)
N/A
18.1
Does your product support and adhere to CAQH
CORE Standards? (www.CAQH.org)
No
CAQH CORE certification is for payers, not vendors. By
getting certified, the payers can promote the fact that they
use the most up-to-date CAQH recommended electronic
transaction rules (e.g., EFT & ERA transactions adhere to
the ANSI specs). eClinicalWorks doesn’t create those
transaction files; the application consumes them.
18.1.1
If 'yes', please describe.
Not applicable
18.1.2
If 'no', please describe plans for participation in
adoption of CORE I Standards.
No plan for EMR vendor - this is for EDI transactions
between clearinghouse and payers.
19.0
Eligibility and Coverage.
N/A
19.1
Does your product have the ability to request, verify
and track health plan eligibility? If 'yes', please
answer the following:
Yes
Standard via claims clearinghouse
19.1.1
Does your product support online eligibility and
coverage queries with third-party health plans?
Yes
via one of the eCW partner clearinghouses. Please refer
to the eCW website,
https://www.eclinicalworks.com/about-
us/partners/clearinghouses/
19.1.2
Does your product support online eligibility and
coverage verifications with third-party health plans?
Yes
via one of the eCW partner clearinghouses. Please refer
to the eCW website,
https://www.eclinicalworks.com/about-
us/partners/clearinghouses/
19.1.3
Does your product support online eligibility and
coverage queries with the Arizona Health Care Cost
Containment System (AHCCCS)? If ‘yes’, please
answer the following:
Yes
Eligibility requests are generally transmitted via the
selected eCW partner clearinghouse. Further discussion
is needed if direct connection with AHCCCS is required.
19.1.3.
1
Does your product support online eligibility checking
through the AHCCCS existing eligibility
clearinghouse provider, Emdeon?
Yes
eClinicalWorks partners with Change Healthcare
(formerly Emdeon), TriZetto and Waystar. Refer to the
eClinicalWorks website for more information:
https://www.eclinicalworks.com/about-
us/partners/clearinghouses/
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
19.1.3.
2
Describe how your product handles AHCCCS
eligibility checking for AHCCCS providers and those
providers not permissioned to query for AHCCCS
eligibility, i.e.: non-AHCCCS providers.
This is handled through the selected Clearinghouse
partner.
19.2
Does your product support online eligibility checking
with other eligibility clearinghouse providers?
Yes
eClinicalWorks partners with Change Healthcare
(formerly Emdeon), TriZetto and Waystar. Refer to the
eClinicalWorks website for more information:
https://www.eclinicalworks.com/about-
us/partners/clearinghouses/
19.2.1
If 'yes', provide a list of existing eligibility
clearinghouse providers.
eCW's partner clearinghouses are: Change Healthcare,
TriZetto, and Waystar.
19.3
Does your product have the ability to incorporate
hyperlinks to AHCCCS website to provide access to
AHCCCS Medicaid eligibility and benefits
information? (See
https://azweb.statemedicaid.us/LearnMore.asp)
No
This will require further discussion to fully understand the
scope, feasibility and cost for such an interface.
19.4
Does your product provide a means to integrate
logic for health plan requirements? If ‘yes’, please
answer the following:
Yes
19.4.1
Specify how the system handles prior authorizations.
As a current client of the vendor, please refer to the
Customer Support Portal for additional information.
19.4.2
Specify how the system handles referrals.
As a current client of the vendor, please refer to the
Customer Support Portal for additional information.
19.4.3
Specify how the system handles electronic
prescribing (ePrescribing).
As a current client of the vendor, please refer to the
Customer Support Portal for additional information.
19.4.4
Specify how the system handles clinical decision
support.
As a current client of the vendor, please refer to the
Customer Support Portal for additional information.
19.5
Does your product support AHCCCS online eligibility
and coverage verification?
No
Not at this time, but eCW can develop the interface to
meet eligibility and coverage verification requirements.
Refer to the file, "eClinicalWorks –
Prelminary_Pricing_and_Sample_Contract_CONFIDENTI
AL" included with the submission for Interface pricing
information.
19.5.1
If 'yes', please describe the process.
Not applicable
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
19.6
Does your product support real-time integration of
eligibility tracking between your EHR and third-party
health plans? If ‘yes’, please answer the following:
No.
eCW supports both active and passive integration using a
Hub and Spoke model or a point-to-point configuration.
eClinicalWorks supports real-time eligibility tracking
between the EMR and the clearinghouse of choice.
Point-to-point connection to individual payers is not
supported.
19.6.1
Does your product support active integration?
Yes
eClinicalWorks supports HL7 bi-direction
integrations/interfaces.
19.6.2
Does your product support passive integration?
Need more information on this item
20.0
Messaging.
N/A
20.1
Does your product capture and route messages
based on user-defined rules and practice policies?
Yes
eClinicalWorks provides an email-type feature that is
used for secure electronic communication within the
practice or group. This messaging feature does not allow
for communication with people in other practices using
other EMR solutions. Internal messaging is similar to
popular email systems with an Inbox, Outbox, and
Deleted Items bins.
Messages submitted via the Patient Portal can be routed
to various areas of the office based on rules configured
by the Practice, for example questions about clinical
issues route to the PCP, questions about financial
matters route to the back office staff, etc.
Using Workflow Rules, claims can be directed to various
Workflow Queues and categories. Users are assigned to
work in various categories and can see their worklist on
the Workflow Dashboard. Managers can monitor
productivity and reassign workloads as needed.
20.2
Does your product automatically document
messages?
No.
Manual user intervention is required. However, please
note that eClinicalWorks Scribe can be used to dictate
messages.
20.3
Does your product automatically document phone
consultations?
No.
Manual user intervention is required. However, please
note that eClinicalWorks Scribe can be used to dictate
phone consultations. Telephone Encounters screen is
used to document patient phone calls.
20.4
Does your product automatically document
electronic visits (e-visits)?
No.
Manual user intervention is required. However, please
note that eClinicalWorks Scribe can be used to dictate e-
visits within the Progress Note.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
20.5
Does your product automatically document other
items requiring a user's attention?
No.
Manual user intervention is required. However, please
note that eClinicalWorks Scribe can be used to dictate
within the system. Because you are a current client, you
can watch videos for this feature on the Customer Portal.
20.5.1
If 'yes', please specify these other items and how
they are automatically documented.
20.6
Does your product support proxy notifications?
Proxy access can be configured for parental/guardian
access to select areas of the Patient Portal as determined
by the minor child. Similarly, senior citizens can grant
proxy access to their children/caregivers if desired. Those
patients or their caregivers with proxy access will receive
an email notification if the portal is set up that way.
Based on 'role based' configuration of security
permissions, messages can be sent to everyone in the
particular role; certain areas of the system, for example
lab results, can be auto-routed to a proxy for the PCP for
review if desired.
On the practice side, the notification logs show lists of
both successfully transmitted email messages and failed
email transmissions.
20.7
Does your product support interfaces with electronic
messaging systems including e-mail (e.g.: Microsoft
Outlook)?
No.
However, eClinicalWorks provides an email-type feature
that is used for secure electronic communication within
the practice or group. This messaging feature does not
allow for communication with people in other practices
using other EMR solutions. Internal messaging is similar
to popular email systems with an Inbox, Outbox, and
Deleted Items bins.
Physicians can securely send comprehensive referrals to
specialists anywhere in the country along with clinically
relevant documentation such as encounter summaries,
lab results, and pertinent documents using P2P®.
Specialists can respond to the referrals easily using
eClinicalWorks P2P or the Direct Messaging web portal
whether they use eClinicalWorks or not, eliminating the
data exchange barriers commonly encountered when
disparate clinical systems are in use.
20.7.1
If 'yes', please describe how this integration
functions, including standard protocols and
specifications.
21.0
Interfaces.
N/A
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
21.1
Does your product support nationally recognized
interfaces and messaging standards for the
following:
21.1.1
CCOW
No
21.1.2
DICOM
No
PACS is supported via link.
21.1.3
HL7 V2
Yes
21.1.4
HL7 V3
Yes
21.1.5
X12
Yes
21.1.6
XML
Yes
21.1.7
Others
Yes
21.1.7.
1
If 'yes', please specify any other integration
standards that your product supports.
Messaging standards for technical interoperability
include: HL7 v2x, HL7 v3 (PIX), XML, HTML, WSDL,
SOAP, HTTP, HTTPS, ASTM CCR, HITSP, CDA, HIPAA
Transaction sets, web services, XDR, SMTP, SAML.
Nomenclature used for semantic interoperability includes:
SNOMED-CT, ICD, CPT, LOINC, and NCPDP.
21.2
Does your system support the ability to exchange
data reliably and securely with outside entities? If
‘yes’, please complete Exhibit E - Interface Matrix,
and include current interfaces and the name,
address and telephone and/or e-mail contact for the
interface target liaison within your organization for
each of the following types of interfaces:
Yes
Client is a current customer of eCW. Refer to the file,
"eClinicalWorks - Attachment_E_Interface_Matrix"
included with the submission for a list of client's current
interfaces.
22.2.1
Laboratory systems.
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.2
Laboratory services providers.
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.3
Radiology systems.
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.4
Radiology service providers.
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
22.2.5
Hospital Information Systems (HIS).
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.6
Biomedical and medical devices.
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.7
Pharmacy Benefits Managers (PBM).
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.8
Practice Management Systems (PMS).
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.9
Educational media.
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
22.2.10
Other EMRs.
Current customers can share information with other
EMRs via PRISMA. Refer to customer portal for
additional information on this feature.
22.2.11
Other systems.
Client is a current customer of eCW. Refer to Exhibit E -
Interface Matrix for a list of client's current interfaces. If
there are other specific interfaces required going forward,
these can be facilitated through your assigned SAM.
For the above, please identify the following items:
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
Name of the interfaced system - Offerors source
system, product/solution name, and version level.
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
Indicate directionality of the interface (e.g.:
bidirectional, unidirectional).
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
Specify the details for the type of interface (e.g.:
standard HL 7, XML, etc.).
Refer to the file, "eClinicalWorks -
Attachment_E_Interface_Matrix" included with the
submission for a list of client's current interfaces.
Specify the contact information to your liaison
(e.g.: name, address, phone, e-mail address).
Please contact your assigned eCW SAM.
22.0
Remote Access.
N/A
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
22.1
Does your product allow licensed users remote
access for viewing patient records?
Yes
eClinicalWorks browser based version is the
recommended way to access the EHR software remotely.
The eClinicalWorks browser app is accessible using the
Chrome browser to access the practice-specific URL. The
eClinicalWorks EHR is the full EMR/PM solution that is
accessible via web-browser. It uses the latest HTML5
technology to deliver a full-functioning EMR/PM solution
that can be used anytime, anywhere, and on any device.
22.2
Does your product allow licensed users remote
access for updating patient records?
Yes
22.3
Does your product support handheld remote access
devices?
Yes
22.3.1
If 'yes', please specify brand and model numbers.
eClinicalMobile
• eClinicalMobile is available in Web, iOS and Android™
app versions. A remote interface for full browser
“Smartphone” (for example, iPhone with 4G, 5G, and
LTE).
eClinicalTouch
• Leverages iPad™ technology to provide the look, feel,
and functionality expected from eClinicalWorks with the
ease of use found in a native iPad environment
22.4
Does your product support other remote access
devices?
The eClinicalWorks EHR is the full EMR/PM solution that
is accessible via web-browser. It uses the latest HTML5
technology to deliver a full-functioning EMR/PM solution
that can be used anytime, anywhere, and on any device.
22.4.1
If 'yes', please specify.
22.5
Does your product support remote wireless and web
access?
Yes
22.6
Does your product’s remote access meet HIPAA
privacy and security requirements?
Yes
23.0
Electronic Fax
N/A
23.1
Does your product provide the ability to generate
and send patient information faxes electronically (e-
faxing) through the EHR?
Yes
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
23.1.1
If 'yes', please provide a list of fax machines
supported by your e-faxing functionality.
Currently, eCW integrates with and supports the following
third-party fax solutions:
· eCW hosted digital fax solution
· Analog fax solution from Mainpine
· RightFax from OpenText
· SR140 from Dialogic
· Brooktrout fax card from Dialogic
· XMediusFax from OpenText
· NetSatisfaxtion from FaxBack
23.2
Does your product provide the acknowledgment of
receipt of faxes?
Yes
via the Final Fax Status in the Fax Outbox window.
23.2.1
If 'yes', does your product provide acknowledgment
by batch?
Yes
via the Final Fax Status in the Fax Outbox window.
23.2.2
If 'yes', does your product provide acknowledgment
by individual faxes?
Yes
via the Final Fax Status in the Fax Outbox window.
23.3
Does your product provide non-acknowledgment
notifications for errors with fax transmissions?
Yes
Failure notification is sent to sender / EMR administrator's
M icon in the Quick Launch Menu.
The failed count is also displayed in the D Quick Launch
Meu, but it resets every day.
24.0
Automated Rules and Alerts.
N/A
24.1
Does your product provide abnormal value
notifications?
Yes
Lab Dashboard
24.2
Does your product provide alerts with appropriate
notifications?
Yes
24.3
Does your product provide follow-up reminders?
Yes
eClinicalMessenger for patient reminders
24.3.1
If 'yes', does your product provide the ability to
configure practice and/or patient- specific alerts?
Yes
24.4
Does your product provide the ability for alerts to be
sent via e-mail, printer, fax, or pager?
No
Alerts are seen within the system when a user accesses
certain areas, any alert associated will pop up.
Messenger alerts/reminders can be sent to patients via
email, text, voice message, patient portal message or
healow app notification.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
24.4.1
If ‘yes’, please specify the method(s) your product
uses.
25.0
Other Clinical Decision Support Tools.
N/A
25.1
Does your product provide evidence-based medicine
content for decision support tools and other needs
(e.g.: Zynx, others)?
Yes
25.1.1
If 'yes', please specify.
eClinicalWorks real-time clinical decision support system
included with the EHR promotes best practice treatment
at the point of care. Quality Measures, defined by the
National Committee for Quality Assurance are pre-loaded
in eClinicalWorks. This data populates the real-time
CDSS and based on the diagnosis entered in the
Progress Note, generates appropriate care plans with
associated order sets, CDSS alerts, and reminders.
eCW has integrated UpToDate® and DynaMed Plus,
evidence-based, physician-authored clinical decision
support resources for clinicians (additional cost).
25.2
Does your product provide for the use of real-time
decision support tools at the point of clinical
documentation and/or order entry?
Yes
25.2.1
If 'yes', please describe the process and skills
required to develop the various decision-support
rules and alerts.
Refer to previous response.
25.3
Does your product provide flexible reporting tools,
including standard reports and the ability to create
and store customized reports?
Yes
25.4
Does your product provide the ability to develop
queries using menu-driven options or other
automated tools?
Yes
25.4.1
If 'yes', please specify the tools or capabilities
provided.
via eBO and Registry reports.
25.5
Does your product provide the ability to analyze
practice populations?
Yes
25.6
Does your product provide the ability to analyze
quality of care and resource utilization?
Yes
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
25.7
Does your product provide the ability to analyze
benchmarks according to mutually agreed upon
parameters?
Yes
eClinicalWorks provides KPIs based on individual
practice, state, and practice-size benchmarks as part of
the Practice Growth Management Program. The KPIs
cover front, mid, and back-office operations for items like
cancelled visits/no shows, point of sale collections,
physician as (note completion), days in AR, and more.
The Practice Growth Advisor Dashboards are offered at
no cost and are generated by eBO, powered by IBM’s
Cognos reporting platform. After approximately 3 – 6
months, the practice will have accumulated enough data
to populate the dashboards and evaluate their KPIs. Their
assigned Business Development executive is available to
provide guidance on improvement activities if needed and
identify areas of opportunity for improvement.
26.0
Metrics and Reports.
N/A
26.1
Does your product provide the ability to generate
standard reports based on standard quality, safety
and efficiency measures?
Yes
eClinicalWorks offers several standard and optional
reporting solutions that allow authorized users to access
all the information stored in the single database, shared
by the unified EMR and PM solution, and create standard,
ad hoc, and customized reports, graphical
representations, and information dashboards. Each
flexible level of reporting provides an unlimited use of the
information the practice collects every day and affords the
opportunity to creatively analyze this data to improve
practice operations and patient care.
26.1.1
If 'yes', please specify a list of your standard quality
and safety measures reports based on health plan,
state, and other relevant patient subpopulations.
Yes
Standard reports are provided in the customer portal. As
a current customer, Maricopa County can view this
information on the Customer Portal or within their
instance of the product.
26.2
Does your product support national and mutually
agreed upon local standard reports for the following:
26.2.1
Unified Data Set (UDS) for Federally Qualified
Health Centers (FQHC)? See Exhibit 6, Unified Data
Set Tables
Yes
26.2.2
E-Prescribing incentive programs (AHCCCS,
EAZRx, and Medicare)? (See
http://www.cms.hhs.gov/ePrescribing/)
Partial
eClinicalWorks does not currently support AHCCCS or
EAZRx.
eClinicalWorks does support Medicare to the extent that
we 1) offer e-prescribing following the currently named
NCPDP SCRIPT Standards and 2) we support and offer
EPCS.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
26.2.3
Patient Centered Medical Home Programs? (See
http://www.ncqa.org/tabid/631/Default.aspx)
Yes
Optional PCMH reports are available using the Population
Health Analytics reporting platform (additional cost).
26.2.4
Quality, safety, and efficiency reporting programs?
(See CMS PQRI
http://www.cms.hhs.gov/PQRI/15_MeasuresCodes.a
sp)
Yes
PQRI is now under MIPS (this began in 2017 and
continues). eCW is up to date with all the changes to the
Medicare Access and CHIP Reauthorization Act of 2015
(MACRA) and supports practices that wish to pursue the
MIPS track or the APM track.
MIPS Quality Performance Category reporting via the
Claims Data Submission Mechanism is included in the
standard EMR & PM package. MIPS Quality
Performance Category EHR/Registry reporting is included
in the upgrade Options 2 & 3 (additional cost).
26.2.5
HEDIS? (See
http://www.ncqa.org/tabid/855/default.aspx)
Yes
Leveraging the Healthcare Effectiveness Data and
Information Set is essential for Population Health
planning. eClinicalWorks offers performance measures
and point-of-care tools designed to improve the delivery
of quality care, evaluate access to care, evaluate high-
risk patients, measure compliance with treatments, and
evaluate provider performance and patient satisfaction.
26.3
Does your product provide the capability to extract a
predetermined set of clinical data and deliver it to
authorized entities?
Yes
26.3.1
If 'yes', describe your product report writer tool and
skills needed to generate reports.
As stated in response to 26.1, eCW offers several
standard and optional reporting solutions that allow
authorized users to access all the information stored in
the single database. Clinical reports (CQM) are generated
in MIPS dashboard, HEDIS measures, PCMH measures,
etc.
As a current customer, this information is available on the
customer portal.
26.4
Does your product allow for reports to be generated
on an on-demand basis?
Yes
26.5
Does your product allow for reports to be generated
on a scheduled basis for manual reports?
Yes
eBO reports can be scheduled to run at specific times.
26.6
Does your product allow for reports to be generated
on a scheduled basis for automatic transmission
(e.g.: FTP to recipient on a scheduled basis)?
Yes
eBO reports can be scheduled and routed to recipients
within the office. For security purposes the recipient is
sent a link to the report in their email and can access the
report via the link.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
27.0
Provider Dashboard.
N/A
27.1
Does your product support a customized task list to
assist users in tracking and managing daily
activities?
Yes.
The Quick-Launch Taskbar (or jelly bean) Dashboard
consists of menus and buttons that provide quick access
to the most used areas of the application. The taskbar
consists of letter and icon links that correlate to the topic
– Telephone Encounters, Labs, Referrals, ePrescription,
Scheduling, Messages, Documents, etc.
Each of these dashboards can be configured for
searching in several ways using filters, tabs, and
arranging the listing of items per user preferences – date
range (chronological or reverse chronological order),
patient name (alpha or reverse alpha order, etc.). Tasks
are categorized according to the above-mentioned Quick-
Launch Taskbar and can be customized in several ways
that discuss the workflow process.
Click the underlined letters to display drop-down menu
options for the various sections, such as checked-in
patients, referrals, and labs/image documents to be
reviewed. Each menu includes a companion button
immediately to its right. These buttons display the
numerical totals for their related lists. Also colors signify,
for example: Yellow button indicates a normal status for
items that require attention, a Red button immediate
attention, and a halo around a letter denotes that there
are items that require approval.
27.2
Does your product support a customized task list to
assist users in tracking and managing outstanding
tasks?
Yes.
The above Quick Launch taskbar opens selectable
queues that notify staff of the varying stages of items that
are outstanding, need to be reviewed, have been
reviewed, future status, view all items, or cancelled
based on practice configuration. The staff can then take
the necessary steps to address any outstanding actions
that need to be addressed.
27.3
Does your product support a customized task list to
assist users in tracking and managing clinical
events?
Yes.
The Quick Launch Taskbar, as stated above, opens
selectable queues that notify staff of the varying stages
clinical events that need to be acted upon.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
27.4
Does your product support a customized task list to
assist users in tracking and managing
communications?
Yes.
Users can use the internal messaging feature in
eClinicalWorks to assign messages and tasks to other
staff members or groups of staff (role-based) to securely
communicate with others in the practice or group. Actions
(referred to as Tasks) are part of the patient record.
Typically, a task is assigned to a specific staff member for
an action pertaining to a specific patient. However, a task
can be assigned to a specific group (nurses, for example)
for a task; permissions must be set up so that the
appropriate staff will have access to the review of actions
tab allowing staff to see if the task was addressed. When
there are unaddressed tasks, the number in the jelly bean
changes and color changes alert the provider to the
urgency.
27.5
Does your product support a customized task list to
assist users in tracking and managing priorities?
Yes.
Users can use the internal messaging features in
eClinicalWorks to assign messages and tasks to other
staff members or groups of staff (role-based) to securely
communicate with others in the practice or group.
Actions (referred to as Tasks) are part of the patient
record.
Typically, a task is assigned to a specific staff member for
an action pertaining to a specific patient. However, a task
can be assigned to a specific group (nurses, for example)
for a task; permissions must be set up so that the
appropriate staff will have access to the review of actions
tab allowing staff to see if the task was addressed. When
there are unaddressed tasks, the number in the jelly bean
changes and color changes alert the provider to the
urgency.
The Actions for a group are established by the role-based
security area of the system – based on the members of
the role – so all members of the role will be assigned the
task for someone in that group to pick up. Note there is
no escalation process.
27.6
Does your product provide workflow management
tools?
Yes.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
27.6.1
If 'yes', please describe the workflow methodology
and tools available.
Yes.
eClinicalWorks incorporates many features that mimic the
typical workflow of an ambulatory practice and makes
those workflows more efficient. Workflow tools are found
throughout the application, and include: Ease of
navigation within the application, telephone encounters,
web encounters (from Patient Portal), secure, internal
messaging and task creation, delegation, and monitoring,
patient tracking throughout the office, ePrescribing,
document management (scanning, faxing, and document
filing within the application), referral management, CPOE
for lab orders and results, and billing workflow tools. As
each practice, group, and enterprise has unique workflow
considerations, an eClinicalWorks Professional Services
Business Analyst can assist the practice or group design
a workflow that suits their needs and optimizes the
capabilities of the eClinicalWorks EMR/PM Solution. (fee-
based)
On-site workflow analyses are done by members of the
eCW Project Team to understand the current clinical
workflows, assess IT needs (hardware/devices/interfaces,
etc.), and recommend strategies for smoothly
transitioning to a paperless EHR.
Proper system configuration will assist staff in
successfully following practice policies and procedures,
and will ensure that the practice can collect and monitor
the information it needs to properly conduct business.
The practice is responsible for entering required
information (such as provider schedules), reviewing the
system to ensure that the appropriate fields and reports
are available, and configuring custom fields.
As the practice super users redesign workflows, the eCW
Implementation Manager will assist them in identifying
areas of the system that need configuration and will
provide them with configuration options, based on best
practices from other implementations. For each area of
configuration, the practice will identify someone
responsible for designing and configuring that area.
During the testing stage, process owners will review
these settings and sign off on the final configuration.
28.0
Financial Reporting.
N/A
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
28.1
Does your product provide standard and ad hoc
tools to track financial status of individual clinicians
or providers?
Yes
Client has access to the eClinicalWorks Support Portal.
Please refer to Support Portal for the eBO Canned
Reports User Guide.
28.2
Does your product provide standard and ad hoc
tools to track financial status of the practice?
Yes
Client has access to the eClinicalWorks Support Portal.
Please refer to Support Portal for the eBO Canned
Reports User Guide.
28.3
Does your product provide standard and ad hoc
tools to track financial status of a multi-entity
practice?
Yes
Client has access to the eClinicalWorks Support Portal.
Please refer to Support Portal for the eBO Canned
Reports User Guide.
28.4
Does your product provide standard and ad hoc
tools to track financial status of the enterprise (if
applicable)?
Yes
Client has access to the eClinicalWorks Support Portal.
Please refer to Support Portal for the eBO Canned
Reports User Guide.
28.5
Does your system provide the ability to summarize
Accounts Receivable and revenues based on
practice service lines?
Yes
Client has access to the eClinicalWorks Support Portal.
Please refer to Support Portal for the eBO Canned
Reports User Guide.
28.6
Does your system provide the ability to summarize
Accounts Receivable and revenues based on
practice historical trends?
Yes
Client has access to the eClinicalWorks Support Portal.
Please refer to Support Portal for the eBO Canned
Reports User Guide.
28.7
Does your system provide the ability to summarize
Accounts Receivable and revenues based on other
criteria?
Yes
Client has access to the eClinicalWorks Support Portal.
Please refer to Support Portal for the eBO Canned
Reports User Guide.
28.7.1
If 'yes', please specify and/or provide examples of
other criteria.
As an existing client, please refer to the Support Portal for
additional information on reporting in eClinicalWorks.
29.0
Security.
N/A
29.1
Does your product meet and comply with HIPAA
standards?
Yes
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
29.1.1
If 'yes', please provide an overview of how your
product achieves HIPAA compliance.
eClinicalWorks engaged a third-party firm to conduct an
independent
Privacy and Security Risk Assessment to evaluate its
organizational
practices against the HIPAA Privacy and Security Rules
for compliance.
The following list provides details of the HIPAA Privacy
and Security
Compliance audit:
▪ HIPAA Privacy and Security Audit Certification Date:
November 11,
2022, valid until November 11, 2023
▪ Certifying Body: Intraprise Health, LLC dba HIPAA One,
an Intraprise
Health Solution
FY 2023 - 2024 HIPAA audit will begin in June of 2023.
29.2
Does your product require the use of user names
and passwords for user authentication and
structured access privileges?
Yes
29.3
Does your product provide role-based user access?
Yes
29.4
Does your product support logging of access to
patient information and financial information?
Yes
Within the EHR, audit logs can be accessed from a
variety of locations, and may show activity specific to a
patient, user, job function, or type of activity.
eClinicalWorks tracks front office tasks, mid-office tasks,
and back office tasks, and generates logs, such as the
log-in and log-out activity of users, generated
prescriptions, submitted claims, etc.
eCW companion products that generate audit logs
include Patient Portal, eClinicalMessenger®,
eClinicalTouch®, and eClinicalMobile®. Details of the audit
logs generated by these products are discussed in detail
in the product user guides.
Detailed information about audit logs is available in the
eCW V12 Security Attributes and Logs Guide, that eCW
clients can access at the Customer Portal at:
my.eclinicalworks.com.
29.5
Does your product provide data access audit trails
for inquiries?
Yes
Refer to previous response.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
29.6
Does your product provide data access audit trails
for record updates?
Yes
Refer to previous response.
29.7
Does your product support multiple authentication
mechanisms? If 'yes', please answer the following:
Yes
29.7.1
Does your product support authentication by
biometrics?
Yes
29.7.1.
1
If 'yes', please describe the biometrics your product
utilizes.
Yes
eClinicalWorks is a single sign-on system that requires
either a unique username and password or biometric log
on in the form of a fingerprint, palm, or iris scan. Costs
are associated with interfaces to devices for biometric
login.
29.7.2
Does your product support identification/swipe
cards?
No
The system requires a unique user name and a strong,
complex password. Passwords can include alpha numeric
characters, numbers, etc. The length and complexity can
be decided on and customized by the client.
Additional user authentication methods are one-time
password and MFA using a SAML 2.0 compatible identity
management tool like Active Directory or Okta.
29.7.3
Does your product support user-defined PINs
(personal identification numbers)?
No
The system supports passwords, not PINs. Passwords
can include alpha numeric characters, numbers, etc. The
length and complexity can be decided on and customized
by the client.
A PIN is used for authentication into eClinicalMobile once
the username and password are established.
29.7.4
Does your product support other authentication
mechanisms?
Yes
29.7.4.
1
If 'yes', please describe the other mechanisms your
system employs.
Yes
eClinicalWorks requires client users to authenticate to the
eCW system using a unique username and strong,
complex password to gain access to the system.
Several other authentication features secure the product
from unauthorized access: One-Time Password,
integration to a SAML 2.0 identity management solution,
time-based log in, etc. Clients must have their own SAML
2.0 Identity Management solution; eCW can integrate with
a client's existing identity system if it is SAML 2.0
supported. The SSO is configured from within the
eClinicalWorks solution on the windows provided for this.
eCW Support is available to assist.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
29.8
Does your product support data encryption at the
database level?
Yes
Data in motion is encrypted using TLS 1.2. Hosted clients'
data at rest is encrypted in the data center with full disk
encryption at the hardware level and databases are
encrypted at the application layer using Microsoft
Transparent Data Encryption (TDE).
29.9
Does your product support data encryption at the
user level?
Yes
29.10
Does your product support data encryption at the
device level?
Yes
29.11
Does your product support data encryption at the
data transmission level?
Yes
When hosted on the eCW Cloud, data in transit is
encrypted using TLS 1.2 (AES 256-bit preferred).
29.12
Does your product support data encryption at other
levels?
Yes
29.12.1
If 'yes', please specify these other encryption levels.
Yes
Data in motion is encrypted using TLS 1.2. Hosted
clients' data at rest is encrypted in the data center with full
disk encryption at the hardware level and databases are
encrypted at the application layer using Microsoft
Transparent Data Encryption (TDE).
30.0
Electronic Discovery (e-Discovery).
N/A
30.1
Does your product support e-Discovery capabilities
for Holds on patient, financial, or other data?
Yes
eClinicalWorks supports e-Discovery. Customer can
decide which EHR information to share.
30.2
Does your product support e-Discovery capabilities
for Holds on patient restricted information (e.g.:
behavioral health, HIV, etc.)?
Yes
eClinicalWorks supports e-Discovery. Customer can
decide which EHR information to share.
30.3
Does your product support tracking of Holds once
the organization has received the Hold notifications?
Yes
eClinicalWorks supports e-Discovery. Customer can
decide which EHR information to share.
30.4
Does your product support sequestering a data once
a Hold has been required? If 'yes', please answer
the following:
Yes
Patient Security Access Control (PSAC) and Case
Management features will support this requirement.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
30.5
Does your product support sequestering of data? If
‘yes’, please answer the following:
Yes
Patient Security Access Control (PSAC) the entire patient
record; PSAC selected Progress Notes; PSAC specific
diagnosis and treatment plans, PSAC Behavioral Health
records.
NOTE: The Interoperability hub data governance
configuration screen can be used to exclude those
records flagged by the Patient Security Access Control
(PSAC) which prevents certain records from being shared
via the CommonWell and Carequality national health data
exchange platforms.
30.5.1
Specify the level of data available for sequestering.
Yes
See responses above.
30.5.2
Does your product support sequestering of data
within your product solution?
Yes
See responses above.
30.5.3
Does your product provide data sequestering
solutions external to your product? If 'yes', please
answer the following:
No
Third-party products for data sequestering are not
supported.
30.5.3.
1
Specify the sequestering solutions.
N/A
30.5.3.
1
Specify how the data is extracted to the external
solutions.
N/A
eCW requires additional information to appropriately
respond to this question if the responses provided above
do not apply to this requirement.
30.5.4
Provide any additional information related to your
products e-Discovery capabilities.
N/A
Technical Specifications and Requirements
BUSINESS
REQUIREMENT
OPTIONAL
NOT
AVAILABLE
OFFEROR RESPONSE
1.0
Deployment Requirements.
N/A
1.1
Does your product provide web
enabled applications and support
technology?
Yes
1.2
Does your product offer a hosted
web-based model?
Yes
eClinicalWorks offers eCW Cloud Hosted Model, where the application
is hosted and maintained by eCW.
1.3
Define the hardware configurations
and requirements for both PCs and
peripherals (printers, scanners,
mobile devices etc.).
Yes
Maricopa is currently live with eClinicalWorks EHR/PM solution and
has already been deployed according to the eCW Cloud Hardware
Specifications.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
1.3.1
Please provide specifications for all
required or optional hardware.
Yes
As a client, Maricopa personnel can access hardware specifications
and other technical documents on the Customer Portal.
1.4
Define Internet access
requirements (include uploading
and downloading recommended
speeds) based on user volume.
Yes
Internet access requirements are found in the Cloud Hardware
Specifications document, accessible on the eCW Customer Portal.
1.5
What other deployment
requirements does your product
need for provider’s practice to
achieve optimal performance of
your web-based product?
Yes
eClinicalWorks is currently fully deployed and in use at Maricopa
Department of Public Health.
1.6
Define the versions for the following
software required and/or supported:
1.6.1
Required Operating System (e.g.:
Microsoft xx).
Yes
eClinicalWorks is currently in use at Maricopa Department of Public
Health and has been configured in accordance to the eClinicalWorks
Hardware Specifications.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
1.6.2
Supported Operating Systems (e.g.:
Microsoft Windows xx).
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.1
Does your product support Microsoft
XP, service pack 3?
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.1.1
If 'yes', provide a list of provider’s
site requirements.
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.1.2
If minimum requirements at the
provider’s site are not met, specify
the list of issues and impacts
anticipated.
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.2.1
If 'yes', provide a list of provider’s
site requirements.
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.2.2
If minimum requirements are not
met, specify the list of issues and
impacts anticipated.
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.3
Does your product support Microsoft
Windows 7 in 32 bit and 64 bit
configurations?
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.3.1
If 'yes', provide a list of provider’s
site requirements.
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.2.3.2
If minimum requirements are not
met, specify the list of issues and
impacts anticipated.
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.3
Required web browser and version
(e.g.: Internet Explorer 7).
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.6.4
Supported web browsers and
versions (e.g.: Mozilla Firefox,
version nn).
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.7
Define any other software required
for practice and/or remote access.
Yes
eClinicalWorks is currently in use at Maricopa Department of Public Health
and has been configured in accordance to the eClinicalWorks Hardware
Specifications.
1.8
Does your product provide remote
workstation and peripheral device
monitoring, troubleshooting, and
problem resolution for subscriber’s
devices?
No
eClinicalWorks does not support workstation hardware, peripherals, or
administrative or clinical devices that are used along with the EMR/PM
solution.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
1.8.1
If 'yes', please define the tools and
requirements of your company to
provide this support.
1.8.2
If 'no', please provide the best
practice examples of how
subscribers manage their device
environments for monitoring,
troubleshooting, and problem
resolution.
Clients can use the services of their internal IT Team/Department, they can
contract out for desktop and peripheral support, they can often take out a
support/maintenance contract on the hardware and devices and use the
manufacturer to support the same.
1.8.3
If 'no', what does your organization
recommend as alternative solutions
to assist subscribers with their
device management?
N/A
See above
1.9
Please specify other hardware,
software, third-party, any other
technical requirements for using
your product, including third-party
applications (product and version)
not already indicated.
Yes
Please refer to eCW Cloud Hardware Specifications and the List of
Supported Devices, both located on the Customer Portal.
1.10
Include acquisition
recommendations for above
required products including
justifications and expected capital
(one time) and operating (ongoing
support) costs.
No
The eCW Implementation Team can make recommendations during the
Implementation Phase of a new facility deployment. Note that eCW does
not sell hardware and so does not provide pricing for workstation,
peripherals, or devices.
1.11
Specify the technology
requirements for remote access of:
1.11.1
Device and peripheral
requirements.
Yes
Internet connectivity, and multi-factor authentication are required to connect
to the Customer's instance of the EMR/PM solution on the eCW Cloud.
1.11.2
Wireless connectivity to laptops,
workstations, PDAs (personal
digital assistants).
Yes
Internet connectivity, and multi-factor authentication are required to connect
to the Customer's instance of the EMR/PM solution on the eCW Cloud.
1.11.3
Provide specifications and/or
requirements for access security
provisions and encryption.
Yes
The system supports authentication access via user name and password
access. Multi-factor authentication is required. When hosted on the eCW
Cloud, data in transit is encrypted using TLS 1.2.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
1.11.4
Provide specifications and/or
requirements for compliance with
HIPAA privacy and security needs.
Yes
eClinicalWorks provides tools within the System that must be used by the
practice for compliance with HIPAA technical requirements: configuration of
the authentication settings, configuration of the security settings. eCW
provides the HIPAA-required encryption of data in motion and also provides
encryption of data at rest.
Other HIPAA requirements for the practice are out of scope for the
EMR/PM system but include things such as: do not share passwords, do
not post passwords where they can be seen, shred documents containing
PHI after use, lock cabinets and offices that contain PHI, use badge access
to the offices and back office, escort patients and visitors while in the office,
shield computers from wandering eyes, etc. These are all aspects of
HIPAA compliance to take into consideration.
eClinicalWorks successfully completed a third-party HIPAA Compliance
audit for Privacy and Security conducted by
Intraprise Health Solutions DBA HIPAA One | Completion date: November
11, 2022.
1.11.5
Provide specifications and/or
requirements for performance
monitoring - application, system,
and network (if applicable).
Yes
eCW has various performance monitoring tools to report on application
performance. Tools are in place that monitor Internet ISP routes across the
country and allows our engineers to assess performance from various
locations and intelligently route data around problems on the public
Internet. eClinicalWorks has Web performance monitors that allow for
measurement of response time of the application. We use automated tools
and technologies to optimize routes to the end users at no extra cost to the
client. The eCW Network Operations Center is staffed 24/7/365 and
monitors and audits all systems on a variety of performance metrics. Both
Windows and Linux audit logs are captured and maintained.
1.11.6
Provide specifications and/or
requirements for capacity
monitoring – application, system,
and networking (if applicable).
Yes
User capacity planning is conducted constantly during version upgrades,
etc. The eCW Network Operations Center is staffed 24/7/365 and monitors
and audits all systems on a variety of performance metrics.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.0
User Interface.
N/A
2.1
Provide your product’s usability
requirements with design
guidelines.
No
eClinicalWorks is an intuitive and user-friendly graphical user interface
(GUI) that facilitates ease of use by all levels of users within a practice.
Supports GUI (e.g., Windows, buttons, toolbars, mouse, etc.) and menu-
driven user control and initiation of system functions. eCW utilizes the
Windows Interface Guidelines (Microsoft) to develop GUI standards
(standards for component-based design; guidelines and recommendations
and pattern based definitions).
We have EMR users guides which are provided to each client. The screens
adjust to the size of the monitor being used. Font sizes can be changed in
many areas for better readability.
Usability and UX design specifications are internal and are not shared.
2.2
Provide your product’s usability
subscriber configuration at the
application/practice level.
Yes
eClinicalWorks is an intuitive and user-friendly graphical user interface
(GUI) that facilitates ease of use by all levels of users within a practice.
Supports GUI (e.g., Windows, buttons, toolbars, mouse, etc.) and menu-
driven user control and initiation of system functions. eCW utilizes the
Windows Interface Guidelines (Microsoft) to develop GUI standards
(standards for component-based design; guidelines and recommendations
and pattern based definitions). We have EMR users guides which are
provided to each client. These provide our product's usability subscriber
configuration at the application/practice level.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.3
Provide your product’s usability
subscriber configuration at the
Clinician or Provider level.
Yes
eClinicalWorks is an intuitive and user-friendly graphical user interface
(GUI) that facilitates ease of use by all levels of users within a practice.
Supports GUI (e.g., Windows, buttons, toolbars, mouse, etc.) and menu-
driven user control and initiation of system functions. eCW utilizes the
Windows Interface Guidelines (Microsoft) to develop GUI standards
(standards for component-based design; guidelines and recommendations
and pattern based definitions). We have EMR users guides which are
provided to each client. These provide our product's usability subscriber
configuration at the clinician or provider level.
2.4
Provide your product’s usability
subscriber configuration at any
other level(s) supported by your
system.
Yes
eClinicalWorks is an intuitive and user-friendly graphical user interface
(GUI) that facilitates ease of use by all levels of users within a practice.
Supports GUI (e.g., Windows, buttons, toolbars, mouse, etc.) and menu-
driven user control and initiation of system functions. eCW utilizes the
Windows Interface Guidelines (Microsoft) to develop GUI standards
(standards for component-based design; guidelines and recommendations
and pattern based definitions). We have EMR users guides which are
provided to each client. These provide our product's usability subscriber
configuration at various levels supported by our system.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.0
System Architecture.
N/A
3.1
Provide your product’s system
architecture in narrative and in
schematic formats.
Yes
eClinicalWorks is web-based, N-tier architecture that consists of the
following tiers: Presentation layer: intranet-based, leveraging the strength
of a library of HTTP-specific calls and receiving all of the benefits of the
mature Java language - the presentation layer supports the following
features - web client protocols are HTTP or HTTPS, embedded XML, highly
configurable and brand able template-driven consoles that use a
combination of standard HTML, Java, and JavaScript to create customized
role-based consoles:
Application layer - based on the modern, scalable, and secure J2EE
platform, supports HTTP(S) protocol for client server communication
Database layer - eCW supports an SQL compliant server and can support
a hosted SAN
Middleware layer - an eCW edge server allows XML or HL7-based
interface mechanism for interoperability and interconnectivity with labs and
hospital systems.
Please note that Architectural Diagrams are confidential but can be
provided upon request of Maricopa County with an NDA in place.
3.2
Describe current state and future
direction and include the following
in your description:
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.2.1
Technical design and requirements.
Yes
eClinicalWorks will continue to innovate and enhance the core product to
keep pace with changing industry regulations, evolving technologies, and
market trends. Product enhancements and maintenance for the client’s
contracted product suite will be made available without additional fees to all
clients as part of the annual maintenance contract for as long as the
agreement is in effect.
Patches are released as needed to ensure the system delivers optimal
usability, performance, and security.
Normal system maintenance activities that occur on a scheduled basis
such as ICD code updates, CPT code updates, Medicare Fee schedule
updates, etc. will continue to occur per the standard schedule. Clients are
encouraged to visit the Customer Portal on a regular basis to keep abreast
of the most recent updates available and instructions on how to obtain the
updated content.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.2.2
Performance capabilities.
Yes
eClinicalWorks supports a 99.9% uptime SLA for clients hosted on the
eClinicalWorks cloud. There is a daily maintenance window of 1AM - 3AM
local server time.
Patches are released as needed to ensure the system delivers optimal
usability, performance, and security. Continual review by the technology
team has resulted in the web browser version of eClinicalWorks. The user
experience is known for consistency, speed, and attention to the user
experience. eCW has usability experts on staff who work with clients to
better understand workflows and reduce the number of ‘clicks’ as well as
contribute insight into optimal system screen and workflow design to
enhance patient safety and ease physician burnout.
3.2.3
System availability results (e.g.:
planned up time; scheduled
down time; how unscheduled
downtime is handled, etc.)
Yes
eClinicalWorks supports a 99.9% uptime SLA for clients hosted on the
eClinicalWorks cloud. There is a daily maintenance window of 1AM - 3AM
local server time. If it becomes clear that there will be unscheduled
downtime, the SAM will attempt to contact the practice. Notifications of
planned downtime is posted under the Notifications area of the Customer
Portal.
For information on how unscheduled downtime is handled, please refer to
the file "eClinicalWorks – Preliminary
Pricing_and_Sample_Contract_CONFIDENTIAL" included with the
submission.
3.2.4
Scalability capacities.
Yes
The eClinicalWorks server infrastructure is based on N-tier architecture and
is highly scalable; the servers and supporting infrastructure are designed to
support clients of all sizes and configurations and is able to grow as the
practice grows. eClinicalWorks is scalable vertically by adding additional
resources such as memory or an upgraded CPU to a single system, giving
the system the ability to scale up if a heavier load is placed on the system.
eClinicalWorks is also scalable horizontally through the addition of an
additional server(s) to the server farm. With this solid infrastructure and
scalability planning, a practice can accommodate future growth.
When hosted on the eCW Cloud, resources are available on demand using
load balancing and continual investment by eCW in the Azure environment
to accommodate its growing client base.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.3
Describe your product’s strategy
for high availability and
redundancy.
Yes
When hosted on the eCW Cloud, the infrastructure is configured for high
availability with system redundancy at the physical/environmental level in
the data center and failover capability to another zone in the data center
and to another or regional data center. Microsoft Azure is used to host
eCW clients and has zone and regional automatic failover to a replicated
environment.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.4
Define any additional solutions
or products required to achieve
optimal performance,
availability, and scalability.
N/A
Maricopa County is currently hosted on the eCW Cloud and is configured for
optimal performance, availability, and scalability.
3.5
Define any common
constraints, challenges, and
dissatisfiers current users have
noted.
N/A
eClinicalWorks users report high levels of satisfaction with V11 and V12,
released in Q4 of 2022.
eCW constantly meets with clients to hear concerns about usability, service,
support, etc., and we make improvements based on these discussions.
Customers are encouraged to discuss challenges with their assigned
Business Development Executive and the BD executive can work with the
practice to address their specific items of interest or concern. eCW has 24
years of experience working with implemented customers to refine their
workflows, provide optimization services, identify areas of improvement, and
implement the no cost Practice Growth Management (PGM) program. Details
can be provided upon request.
3.5.1
Please provide the common
solutions or workarounds
developed to address the
above constraints, challenges,
and dissatisfiers.
N/A
4.0
Patient Portal and Personal
Health Records (PHRs).
N/A
4.1
Provide your organization and
product direction, design,
and/or architecture for the
following:
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
4.1.1
Portals.
Yes
The eClinicalWorks® Employee/Patient Portal gives employees 24/7 access
to their medical information, anywhere and on any device. Whether at home,
work, or traveling, employees enjoy a secure, private connection to records,
labs, and messages. They can review their Personal Health Record, request
appointments and prescription refills, receive reminders, and view complete
Visit Summaries, lab results, and billing statements.
The healow patient-facing mobile health app is also available for Android™
and iOS® for patients, giving them the same access to their health information
with the convenience of using their smart phone.
With proper set up, employees can pay bills via Employee/Patient Portal. An
ePayment partner is needed to take electronic payments. More details can
be provided as the proposal process moves forward.
A secure solution, the Employee/Patient Portal also offers navigation for
Spanish speakers, proxy access for adolescents, parents, and caregivers,
and features such as OB Flowsheet data, growth charts, and patient
education materials.
Practice settings enable providers to choose what information to share via
Employee/Patient Portal, how often, and with whom. Automatic message
routing from employees to staff members can be set up based on different
criteria; clinical message, financial message, etc.
The Employee/Patient Portal is one component of the healow Patient
Engagement suite of solutions, and can be used in conjunction with the
healow® app, Kiosk, eClinicalMessenger®, Open Access®, and healow
Televisits™.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
4.1.2
Personal Health Records
(PHRs).
Yes
The system is designed to create a patient's Personal Health Record.
eClinicalWorks is a health record where health data and other information
related to the care of a patient is maintained. eClinicalWorks provides a
complete and accurate summary of an individual's medical history which is
accessible online. The health data can include patient-reported outcome data,
lab results, and data from devices such as wireless electronic weighing
scales or (collected passively) from a smartphone.
4.1.2.1
Are PHRs available and
supported?
Yes
Standard feature and available to patients via the Patient Portal.
4.1.2.2
Are PHRs included in the
EHR?
Yes
Personal Health Records are created for the patient in the EHR and
maintained by providers.
4.1.2.2.1
If ‘no’, are PHRs offered as a
separate product?
4.1.3
Provide specifications and
requirements for authentication
management and security
provisions for the following:
4.1.3.1
Portals.
Yes
The eClinicalWorks EMR application employs the ability to authenticate users
accessing the system, and clients can set their own authentication
specifications. Access is protected by a unique user ID and strong password
authentication. All system users are assigned a username and password that
must meet pre-determined password strength requirements as established by
the organization. Passwords are required to be changed at an interval that is
configurable by the practice. All data is encrypted.
Patient Portal requires a username and strong password and can also be
authenticated via a One-time password sent to the patient's email or
smartphone.
4.1.3.2
Personal Health Records
(PHRs).
Yes
The eClinicalWorks EMR application employs the ability to authenticate users
accessing the system, and clients can set their own authentication
specifications. Access is protected by a unique user ID and strong password
authentication. All system users are assigned a username and password that
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
must meet pre-determined password strength requirements as established by
the organization. Passwords are required to be changed at an interval that is
configurable by the practice. All data is encrypted.
Patient Portal requires a username and strong password and can also be
authenticated via a One-time password sent to the patient's email or
smartphone.
5.0
Database Architecture.
N/A
5.1
Provide your product’s
database architecture and
product use (e.g.: Oracle, MS
SQL Server, others) and the
version used on your current
product release.
Yes
The current version of eClinicalWorks is Version 12.
eClinicalWorks is web-based, N-tier architecture that consists of the following
tiers:
• Presentation layer: intranet-based, leveraging the strength of a library of
HTTP-specific calls and receiving all of the benefits of the mature Java
language - the presentation layer supports the following features - web client
protocols are HTTP or HTTPS, embedded XML, highly configurable and
brand able template-driven consoles that use a combination of standard
HTML, Java, and JavaScript to create customized role-based consoles.
• Application layer - based on the modern, scalable, and secure J2EE
platform, supports HTTP(S) protocol for client server communication.
• Database layer - eCW supports an SQL compliant server and can support a
hosted SAN.
• Middleware layer - an eCW edge server allows XML or HL7-based interface
mechanism for interoperability and interconnectivity with labs and hospital
systems.
5.2
Provide your product's data
model.
Yes
eClinicalWorks is a web-based architecture.
5.3
Provide a description of your
product’s scalability and list
requirements to achieve the
described scales.
Yes
The eClinicalWorks server infrastructure is based on N-tier architecture and is
highly scalable; the servers and supporting infrastructure are designed to
support clients of all sizes and configurations and is able to grow as the
practice grows. eClinicalWorks is scalable vertically by adding additional
resources such as memory or an upgraded CPU to a single system, giving
the system the ability to scale up if a heavier load is placed on the system.
eClinicalWorks is also scalable horizontally through the addition of an
additional server(s) to the server farm. With this solid infrastructure and
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
scalability planning, a practice can accommodate future growth.
When hosted on the eCW Cloud, resources are available on demand using
load balancing and continual investment by eCW in the Azure environment to
accommodate its growing client base.
5.4
Is your database scalable?
Yes
5.4.1
If 'yes', please describe how
your product achieves
scalability.
Yes
The database scales upward in a symmetric multiprocessing environment.
See response to Item 5.3 above.
5.5
Is your database extensible?
Yes
The database scales upward in a symmetric multiprocessing environment.
5.6
Describe your plan to process
and store the volume of data
needed to accommodate your
projected growth of clients
and/or providers over the next
year while meeting the
performance standards
requirements referenced in
Section 7 - "Performance
Metrics and System Availability
Measures", below.
Yes
The eClinicalWorks server infrastructure is based on N-tier architecture and is
highly scalable; the servers and supporting infrastructure are designed to
support clients of all sizes and configurations and is able to grow as the
practice grows. eClinicalWorks is scalable vertically by adding additional
resources such as memory or an upgraded CPU to a single system, giving
the system the ability to scale up if a heavier load is placed on the system.
eClinicalWorks is also scalable horizontally through the addition of an
additional server(s) to the server farm. With this solid infrastructure and
scalability planning, a practice can accommodate future growth.
5.6.1
Describe your plan to process
and store the volume of data
needed to accommodate
double your projected growth
of clients and/or providers over
the next year while meeting the
performance standards
requirements reference section
7 - "Performance Metrics and
System Availability Measures"
below.
Yes
Please refer to the previous response.
6.0
Performance Metrics and
System Availability Measures.
N/A
6.1
Amount of planned/scheduled
downtime per month (e.g.: “not
to exceed ‘x’ number of hours
per month”).
Yes
If the client is hosted on the eCW Cloud, their data will be housed in Microsoft
Azure data centers. eClinicalWorks has a daily maintenance window from 1
a.m. – 3 a.m. local standard time. The amount of planned/scheduled
downtime per month is roughly 60 hours.
Example:
N/A
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
The month of April is 30 days
with 24 hours per day or 720
Available Hours.
No scheduled downtime is
planned for April. One (1) hour
of unscheduled downtime
occurs in April, thus actual
Available Hours are 719 hours.
Formula: (719/720) * 100% =
99.86%, therefore Availability
Goal of 99.90% would not be
met.
6.1.1
If 99.90% is not contractually
achievable, please specify your
product’s availability metric.
Yes
eClinicalWorks supports a 99.9% uptime SLA for clients hosted on the
eClinicalWorks cloud. There is a daily maintenance window of 1AM - 3AM
local server time.
6.2
Provide the process and/or
methodology for subscriber’s
notification of scheduled and/or
unscheduled downtime and
return to normal operations.
Yes
Clients are informed during contract finalization that, for cloud-hosted clients,
there is a daily maintenance window of 1AM - 3AM local server time.
Notification of system outages will be posted on the Customer Portal and the
Strategic Account Manager will attempt to contact each customer by phone or
email for unscheduled downtime events.
6.3
Provide monthly availability
reports that will be provided to
subscribers by the 10th of each
month, for the prior month's
availability.
Yes
This can be arranged and discussed during contract re-negotiations. Note
that eCW provides platform level uptime reports (These are not provided with
subscriber level detail; however, we do offer a forensic analysis toolset at that
level). Reports can be sent on a monthly basis.
6.3.1
Product will provide
consolidated and subscriber
specific availability reports.
Yes
This can be arranged and discussed during contract re-negotiations. Note
that eCW provides platform level uptime reports (These are not provided with
subscriber level detail; however, we do offer a forensic analysis toolset at that
level). Reports can be sent on a monthly basis.
6.1.4
Please include the amount of
time for the system to respond
for the following functions:
6.1.4.1
User Logon.
Yes
4 to 7 seconds
6.1.4.2
Patient Select.
Yes
It takes 3 to 5 seconds to load the patient hub after clicking the patient name.
6.1.4.3
Patient Order Entry -
update/commits to the
database.
Yes
Once the order is placed in the system, it is committed to the database in
real-time. The order is not placed with the recipient until the user clicks the
SEND button on the Common Send screen. The interface transaction occurs
in near real-time once the Send button is clicked.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
6.1.4.4
Patient Clinical Documentation
- update/commits to the
database.
Yes
The time to enter or update clinical documentation varies based on several
factors: user familiarity with the system, use of templates, use of voice
recognition/Scribe to dictate notes, use of macros, use of keyboard shortcuts,
use of Order Sets, use of floating toolbar or eVA to navigate the system,
chosen workflow, complexity of the encounter, number of diagnoses and
treatments to be entered, etc. Once the data is entered into the system, the
information is committed to the server in real-time.
6.1.4.5
Patient e-Prescribing -
update/commits to the
database.
Yes
As discussed above, the time to prescribe medications for a patient is
dependent on several factors: the number of medications to be prescribed,
whether or not there are drug interaction alerts that need to be resolved,
whether or not the provider saves the desired medications to Favorite's for
faster access, whether Order Sets are used, whether the drug is covered
under the patient's insurance formulary (which could result in a search for an
alternative or the need to request insurance approval), etc. Once the
medications are entered into the progress note as treatments, the data is
committed to the server in real-time. The medication orders will be placed
with the patient's pharmacy of choice when the provider clicks SEND.
6.1.4.6
Patient Results Inquiry - query
only.
Yes
Accessible with 3 clicks from anywhere in the system via the Lab Dashboard
> Click L Quick Launch Button > Click To Be Reviewed Tab > Click on
desired patient - > the results screen opens. Approx 3 - 4 seconds if the user
is familiar with the system.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
6.1.4.7
Other functions - please
specify.
We require additional information about what you mean by other functions
before we can respond to this requirement.
6.1.5
Provide the process and/or
methodology for the notification
to subscriber of any
performance issues and
subsequent return to normal
operations.
Yes
Notification of system outages will be posted on the Customer Portal and the
Strategic Account Manager will attempt to contact each customer by phone or
email for unscheduled downtime events.
6.1.6
Provide monthly performance
reports to the subscribers by
the 10th of the current month
for the prior month's
availability.
Yes
As noted, this can be arranged and discussed during contract re-negotiations.
Note that eCW provides platform level uptime reports. Reports can be sent
on a monthly basis.
6.1.6.1
Product will provide
consolidated and subscriber
specific availability reports.
Yes
As noted, this can be arranged and discussed during contract re-negotiations.
Note that eCW provides platform level uptime reports. Reports can be sent
on a monthly basis.
6.1.7
Specify the product’s daily,
monthly, or other interval for
routine maintenance for
backups, data recovery, or
other purposes.
Yes
For eCW cloud hosted customers, customer data is backed up on a daily
basis (incremental) and a full database backup is taken on a weekly basis.
The backups are sent in encrypted format to a secondary facility for
encrypted storage.
6.1.7.1
Will the product be operational
during the routine
maintenance?
Partial
During regular maintenance window the system may be functional but we
cannot guarantee this because sometimes we do maintenance on databases,
and during such times, the system will be completely down and not
accessible to the practice. At other times, the maintenance may be limited to
a few tomcats (and not all of them), so the system will be operational.
6.1.7.1.1
If 'no', specify the hours of the
day and amount of time
required for the routine
maintenance.
eCW has a daily scheduled maintenance window from 1:00 a.m. – 3:00 a.m.
local time.
7.0
Security.
N/A
7.1
Specify the various features,
levels, and procedures related
to the following product
security items:
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
7.1.1
System.
Yes
For cloud-hosted clients, eCW uses industry standard Intrusion Detection
System/Intrusion Protection System, as well as industry standard Web filter,
HIDS and WAF. This represents a Defense in Depth mechanism for malicious
software and centrally-managed anti-virus program. eCW uses a Security
Information and Event Management (SIEM) tool for granular analysis and
alerting. System logs are continuously reviewed by the Security Operations
Center Team.
7.1.2
Data.
Yes
When hosted on the eCW Cloud, data in transit is encrypted using TLS 1.2
(AES 256-bit preferred). There is no HIPAA requirement stating that data at
rest must be encrypted. However, eClinicalWorks encrypts data at rest using
SQL server TDE and TLS 1.2 protocol.
7.2
If your product utilizes a shared
data center or ISP hosted
environment, specify how
multiple subscribers’ data will be
segregated and secured.
Yes
For cloud-hosted clients, the application database is unique to each client.
Client data is never co-mingled and each server contains individual
databases. Each webserver requires unique, encrypted authentication
credentials to access the database. We provide both logical and physical
segmentation. Customer databases are segmented.
7.2.1
Does your product have multi-
facility logic?
Yes
eClinicalWorks can be used in multiple facilities. The solution supports
facility-based permissions, as well as individual user permissions and role-
based access (RBAC).
7.2.2
Specify how your product has
been architectured to prevent
data and system security
breaches (e.g.: hackers,
unauthorized personnel, etc.).
Yes
eCW uses industry standard Intrusion Detection System/Intrusion Protection
System, as well as industry standard Web filter, HIDS and WAF. This
represents a Defense in Depth mechanism for malicious software and
centrally-managed anti-virus program. eCW uses a Security Information and
Event Management (SIEM) tool for granular analysis and alerting. System
logs are continuously reviewed by the Security Operations Center Team. All
buildings are protected by armed guards and CCTV cameras, and anyone
entering a building must wear an ID badge. Guests are signed in at the front
desk and escorted throughout the building. eClinicalWorks employees have
role-based access permissions managed by Active Directory with least
privilege principle and require MFA to access corporate computing resources.
7.3
Specify your product’s current
login and authentication
process, including role-based
access.
Yes
The eClinicalWorks EMR application employs the ability to authenticate users
accessing the system, and clients can set their own authentication
specifications. Access is protected by a unique user ID and strong password
authentication. All system users are assigned a username and password that
must meet pre-determined password strength requirements as established by
the organization. Passwords are required to be changed at an interval that is
configurable by the practice.
The client System Administrator can set security permissions based on role
(Role Based Access Control), facility or user.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
7.4
Specify your product's capability
for system and data logging,
monitoring, tracking, and
reporting.
Yes
Nearly all transactions are logged within the system. Audit logs provide a
detailed trail of user activity and other changes to patient information. The
eClinicalWorks set of audit logs are unalterable and are subject to security
permissions for read-only access. Reports can be run on logging activity.
7.5
Specify the procedures or best
practices regarding the loss of a
laptop or device with confidential
patient information and recovery
or reporting of this loss.
Yes
Note that, for cloud hosted clients, data resides in that client's database and
does not reside in laptops or other devices.
For mobile device management, it is recommended that the platform used by
the Customer has 'wipe' capability in the event of theft or loss of the device.
Additionally, eCW employs a Data Loss Prevention (DLP) solution that would
alert or stop sensitive data from unauthorized release or export from
information systems.
7.6
Specify the procedures or best
practices regarding
inappropriate access of
confidential patient information
by an unauthorized person.
Yes
In the event the practice becomes aware that patient information has been
inappropriately accessed, the client should email all details of the incident to:
incident@eclinicalworks.com and a Privacy Analyst will contact the customer
to determine next steps.
8.0
Standard Nomenclatures.
N/A
8.1
Specify your product’s use of
standards for the following:
8.1.1
Evidence-based medicine (e.g.:
Zynx).
Yes
eClinicalWorks real-time clinical decision support system included with the
EHR promotes best practice treatment at the point of care. eCW has
integrated UpToDate and DynaMed Plus, evidence-based, physician-
authored clinical decision support resources for clinicians. (Additional cost).
8.1.2
ICD-9.
Yes
ICD 10 codes have been available for years, as required by CMS. eCW
provides a free GEMs-based ICD-9-CM to ICD-10-CM conversion tool.
8.1.3
LIONC.
Yes
eClinicalWorks contains LOINC code sets.
8.1.4
SNOMED.
Yes
eClinicalWorks contains SNOMED code sets.
8.1.5
Others - please specify.
Yes
eClinicalWorks uses national clinical data standards that include automatic
translation of codes to data such as: CPT 4 and 5, HCPC, ICD-9-CM, ICD-10-
CM, SNOMED, LOINC, APC, NDC, RBRVS, DSM-IV, and DSM-V. Note that
coding is done in the EHR and charges based on the codes are sent forward
to the eCW Billing module.
8.2
Specify your organization and
product's plan to transition to
ICD-10 and HIPAA 5010
Yes
eClinicalWorks uses national clinical data standards that include automatic
translation of codes to data such as ICD-10-CM. eClinicalWorks has
supported the HIPAA 5010 transaction code sets (ANSI X12) for Electronic
Data Interchange (EDI) with claims clearinghouses for financial transactions
for years, as required by CMS (approx. 2012 - 2013 timeframe).
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
9.0
Data Conversion, Data
Migration and Data Downloads.
N/A
9.1
Does your product support data
conversions and/or uploads of
patient demographic information
from source systems (e.g.:
AHCCCS system; Leonardo
M.D. system, Q-Matic Client
Flow Management system)
during the initial, implementation
and conversion/go live?
N/A
Not applicable. eCW is the incumbent. Data does not need to be converted.
9.1.1
If 'yes', provide a list of data
conversions previously
performed (e.g.: patient
demographics; Master Patient
Index; etc.).
Yes
Data Migration (electronic) typically includes one migration of the following
elements from one database before go live: facility, provider, insurance
master, referring providers, staff, patient demographics, guarantor, patient
insurances, appointments, scanned documents, allergies, current medication,
current problem list, immunization, diagnosis/assessment, lab, family history,
past medical history, social history and surgical history. Customer is
responsible for providing the data. eClinicalWorks will assist in the process if
required. If any of the data cannot be extracted by eClinicalWorks, the
Customer is responsible for providing discrete data to eClinicalWorks in
Microsoft® Excel® or CSV format and Progress Notes and scanned
documents in the PDF format. Customer is responsible to maintain full copy
of Customer’s original data that is provided to eClinicalWorks.
9.2
Specify your product’s ability to
convert existing patient records
(paper and electronic) to your
EHR system.
Yes
Electronic - for future addition of Maricopa County facilities
Data Migration typically includes one migration of the following elements from
one database before go live: facility, provider, insurance master, referring
providers, staff, patient demographics, guarantor, patient insurances,
appointments, scanned documents, allergies, current medication, current
problem list, immunization, diagnosis/assessment, lab, family history, past
medical history, social history and surgical history. Customer is responsible
for providing the data. eClinicalWorks will assist in the process if required. If
any of the data cannot be extracted by eClinicalWorks, the Customer is
responsible for providing discrete data to eClinicalWorks in Microsoft®
Excel® or CSV format and Progress Notes and scanned documents in the
PDF format. Customer is responsible to maintain full copy of Customer’s
original data that is provided to eClinicalWorks.
Paper
Note that if the data held by Maricopa County for a future expansion is all on
paper, the information on an electronic data migration is not applicable. A
paper chart conversion strategy and timeline will be discussed as part of the
planning process.
9.3
Specify your product’s ability to
convert archive records (paper
N/A
eCW is the incumbent. We have already migrated your records.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
and electronic) to the EHR
system.
9.4
Specify how your organization,
product, or best practice
addresses a hybrid
implementation model in which
some patient records will reside
in the EHR and others will
remain in the paper-based
model.
N/A
Not applicable. eCW is the incumbent. We have already completed the
implementation
9.5
Does your product allow
integration of patient data from
external systems into the EHR
(e.g.: integrate/accept data from
an acute care-based system
(Cerner, Meditech, Epic, others)
into the EHR database for
continuity of care?
Yes
PRISMA is used to pull data via the CommonWell and Carequality networks,
which most hospital systems participate in. In this case, PRISMA is used to
aggregate data and provide a timeline view of the patient's history. If access
to ADT (admission, discharge, transfer of care info) is required, we provide
one hospital interface and can do more via purchase of additional HL7
interfaces.
Special Specifications and Requirements
BUSINESS
REQUIREMENT
OPTIONAL
NOT
AVAILABLE
OFFEROR RESPONSE
1.0
Future Vision.
N/A
1.1
As a narrative, please describe how your
corporate vision synergizes with the current
United States Stimulus Package and Healthcare
Reform: Healthcare Information Technology
and/or Medicaid/Medicare to impact HIT, HIE, and
care delivery in Arizona. Be specific and limit
your response to 500 words or less.
Yes
eClinicalWorks V12 was 2015 Edition
ONC-certified on November 16, 2022, by
the Drummond Group (ONC-Authorized
certification body) having met the 21st
Century Cures Act requirements
pertaining to EHR certification – one of
the first EHR vendors in the nation to
achieve such certification in advance of
the January 1, 2023, requirement.
eCW maintains awareness of changing
CMS rules and private payer trends
regarding CEHRT requirements and has
a team of Product Specialists whose
sole responsibility is to monitor the
changing regulations and work with
Product Development to ensure that the
required functionalities are available
according to mandated schedules.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
2.0
Offeror’s Expertise with Medicaid and AHCCCS.
N/A
2.1
Please describe any expertise your organization
possesses specific to working with Medicaid and
AHCCCS plans. Please describe your
organization's experience with and the
functionality of your system with AHCCCS
systems and information (e.g.: claims, eligibility,
etc.).
eClinicalWorks is currently being used
by Maricopa County. eCW does not
currently have an interface to AHCCCS
systems but can look into development
of the interface to meet eligibility and
coverage verification requirements.
Discovery is needed to assess the
feasibility, scope, timeline, and cost of
this interface.
3.0
Navigating Through Selected Tasks.
N/A
3.1
Please provide the associated average number of
mouse clicks to complete the following tasks.
3.1.1
Patient search by name.
Yes
Patient Lookup is 1 click from both the
Resource Schedule and the Office Visits
screen.
3.1.2
Enter a set of vital signs.
Yes
From Progress Note: 1 click to open
Vitals chart, then as many clicks as the
provider needs to enter the desired vitals
3.1.3
Retrieve an external (.PDF file) narrative
document.
Yes
3 clicks from Progress Note. The
Patient Documents screen is only 1 click
from within the Progress Note.
3.1.4
Retrieve a radiology image.
Yes
3 clicks from Progress Note
3.1.5
Create a 5-problem list.
Yes
7 clicks from Progress Note – 1 to enter
the Assessment area, 1 click to select
each of the 5 problems, 1 click to add all
5 assessments to the Problem List
3.1.6
Create 6-medication list.
Yes
Approx. 14 clicks – 1 click from PN to
Treatment Screen, 1 click to “Add”
medication, 1 click onto each selected
medication, 1 click to select formulary for
each medication
3.1.7
Create 3-allergy list with reactions.
Yes
19 Clicks - 1 Click from PN to Allergies.
6 Clicks to select allergen and reaction
info.
3.1.8
Enter a prescription.
Yes
Approx. 5 clicks, depending upon how
the prescription is sent – print, fax, or
electronic
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
3.1.9
Find the most current lab results for a patient.
Yes
1 click from Progress Note
3.1.10
Cancel an order.
No
When transmitting orders electronically,
once “transmit” is clicked, order cannot
be electronically cancelled. Orders can
also be flagged as “needing supervisory
consent” where they can be accepted or
rejected.
Orders sent to external locations using
an interface can be cancelled, and a
message to a 3rd party system can be
sent, providing the 3rd party has a way
to accept it.
3.1.11
Complete a previously started note.
Yes
1 click – access note from Office Visits
screen and then as many clicks as
required to complete unfinished note
sections
3.1.12
Create a new consult note for a referring
physician, incorporating the latest set of lab
results.
Yes
6 clicks from Progress Note
1) Open Treatment screen
2) Open “Outgoing Referral” tab
3) Open “Attachments” screen
4) “Attach” lab report
5) Select lab
6) OK
4.0
Product Evaluation via Website for Selected
Functionality.
N/A
4.1
Create a favorites list (e.g.: meds, order sets,
documentation).
Yes
Providers can configure their own list of
medication, labs, DI, Templates, Order
Sets, and procedure "Favorites" if
authorized.
4.2
Rearrange the application desktop (e.g.: display,
contents and menus) from its turnkey, "out of the
box", settings to suit a practitioner.
Yes
This can be done to a certain extent.
Customization within the Progress Note
is a feature that allows Providers to tailor
eClinicalWorks in the clinical sense to
most suit their individual needs and
preferences. Changes and
customizations can be made for most of
the Progress Note sections such as the
Chief Complaint, HPI, ROS,
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
Examination, Physical Examination,
Procedure, Vitals, Templates.
4.3
Modify templates to individual needs.
Yes
Modifying templates in eClinicalWorks
can be done in several ways; the
provider can merge an existing template
with a patient encounter while the
encounter is in process; the provider can
save a Progress Note as a template; the
provider can use the pre-loaded
templates in the form that they are
delivered; and the provider can modify
the pre-loaded templates.
4.4
Modify the Level of alerts displayed (e.g.: CDS).
Yes
4.5
Other - please describe up to three other
customizable features.
N/A
5
Capture Screenshots of Specific Product
Behaviors.
N/A
5.1
Please provide a screenshot of what the provider
receives when the following situations occur.
N/A
Screen shots are proprietary and are not
included in proposals that are publicly
accessible.
5.1.1
Drug interaction is identified when clinician
prescribes a new medication.
Yes
Using the Medi-Span drug reference
database, real-time allergy and
interaction checking is performed when
a medication is selected as a treatment.
5.1.2
Clinician tries to order a test and fails to enter
required information.
Yes
If provider fails to enter the diagnosis
that is associated with a Lab order, the
lab order screen will not allow the
provider to continue.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
5.1.3
System crashes while clinician is documenting a
note.
see comments
Each primary data center for clients
hosted by Azure has a failover site, also
an Azure environment. If services in the
primary data center are unavailable, the
service ‘fails over’ to the designated
back up site. Maintaining multiple
regions ensures that customers are
provided with redundancy in hosting
services.
6.0
Patient Portal Overview.
N/A
6.1
Describe your patient portal and provide an
overview of the functionality it provides. Indicate
if the functionality noted is included as part of the
'core' offering as previously defined in this request
document.
Yes
eClinicalWorks Patient Portal is a Web-
based application accessible on any
device that has Web-browser capability.
The Patient Portal provides patients with
the ability to access their medical
records online, update their
demographics, securely pay bills online
(requires optional eClinicalWorks e-
Payment solution), view a visit summary,
request medication refills, view lab
results, complete questionnaires,
request appointments, and securely
message the practice. The portal is
activated by the practice. There is no
charge for this activation.
7.0
Map Creation of Specific Reports.
N/A
7.1
Please list all the steps involved in creating a
report of all the diabetic patients seen by the
practice in the last year.
Yes
• Select Registry from the left tool band
(see below left).
• Select the Encounters Tab and click
the 1Y past button to search the
database for all encounters in the
practice within the past year. Select
“Run New” - a search is performed in
real time. In the example shown below,
the search returns 158 encounters.
• Next, select the ICD code tab
• SEL brings up a complete listing of ICD
codes in the system – a key word search
can be performed
• Select the code desired; in the case of
this example, 253.5, Diabetes insipidus,
was selected – click OK
• Select “Run New” - a search is
performed on the previously returned
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
SERIAL# 230057-RFP
results (the 158 encounters from 3-2008
to 3-2009), returning one patient who
has the ICD code of diabetes insipidus,
253.5.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
EXHIBIT D
INFORMATION TECHNOLOGY SUPPLEMENTAL TERMS AND CONDITIONS
The Contractor agrees to maintain HITRUST and ISO 27001 certifications during the term of this
contract.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
EXHIBIT E
SOFTWARE LICENSE AND SUPPORT AGREEMENT
1. Definitions
a.
“Business Analysis” is a services for new customers which consists of assistance with hardware
purchase and set-up recommendations, assessment of the current clinical environment,
recommendations for optimal office set-up to facilitate EMR workflow, redesign of office
workflows, plan all aspects of conversion from paper to electronic charts and EMR configuration
for security access settings for all user, provider, and facility settings and customized training
strategies for all system users in the practice.
b.
“Confidential Information” means all technical, business, and other information of one party (the
“Disclosing Party”) disclosed to or obtained by the other party (the “Receiving Party”) in
connection with this Agreement (including the pricing, terms and conditions of this Agreement)
whether prior to, on or after the date of this Agreement, that derives economic value, actual or
potential, from not being generally known to others, including, without limitation, any technical or
non-technical data, designs, methods, techniques, drawings, processes, products, inventions,
improvements, methods or plans of operation, research and development, business plans and
financial information of the Disclosing Party.
c.
“eBO Viewer” means the canned reports which are included with the Software.
d.
“Data Migration” includes one migration of the following elements from one database before go
live: facility, provider, insurance master, referring providers, staff, patient demographics,
guarantor, patient insurances, appointments, scanned documents, allergies, current medication,
current problem list, immunization, diagnosis/assessment, lab, family history, past medical
history, social history and surgical history. Customer is responsible for providing the data.
eClinicalWorks will assist in the process if required. If any of the data cannot be extracted by
eClinicalWorks, the Customer is responsible for providing discrete data to eClinicalWorks in
Microsoft® Excel®1 or CSV format and Progress Notes and scanned documents in the PDF
format. During data migration, if any files are found to be corrupt or infected by malware/viruses,
such files will not be transferred onto the eClinicalWorks cloud database. Customer is responsible
to maintain full copy of Customer’s original data that is provided to eClinicalWorks.
e.
“eBO Consultation” is an implementation service which will include both training and consultation
services. This service will help create efficient workflow design in conjunction with other eCW
implementation teams in order to maximize productivity and report usage and provide supporting
documentation in order to make an easy transition to a robust business intelligence software.
f.
“eClinicalMessenger” is a messaging service that enhances communication between the doctor
and the patient.
g.
“eClinicalMobile” means functionality available through smart phone: Checking schedules,
reviewing telephone and web messages, e-prescribing, examining lab results, charge capture at
the point of service.
h.
“eClinicalTouch” is an iPad app that combines the most-used features of the eClinicalWorks EMR.
1 Microsoft® and Excel® are registered trademarks of Microsoft Corporation in the United States and/or other countries.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
i.
“eClinicalWorks P2P” allows the practice to send electronic referrals to other providers or send
patient records with attachments (progress notes, lab results, medical summary, patient scanned
documents), share patient demographics and securely communicate with other physicians
across city, state and region.
j.
“eClinicalWorks Scribe” is functionality which converts unstructured text into structured progress
notes.
k.
“eClinicalWorks Virtual Assistant” or “EVA” provides ability for end user to type in commands and
retrieve responses. Full list of commands are available in the eClinicalWorks EVA help manual.
l.
“Reserved.
m. “Electronic Medical Records” or “EMR” includes Front Office, Mid Office and Document
Management.
i. Front Office includes appointment scheduling, telephone triage, referral management,
office messaging, workflow, patient management (demographics, insurance), document
generation (letters creation and Microsoft Word Mail Merge and document scanning and
archiving), and integrated scan.
ii. Mid Office includes S.O.A.P, prescription management, protocol alerts (immunization and
Reminders and Lab Diagnostic Imaging reminders), Prescription Management, ACPOE
(prescriptions, labs, diagnostics, imaging), Growth and clinical analysis Charts, E&M
coding advisor, clinical analysis reports, super bill reports.
iii.
Document Management includes scan and archival of documents, lab reports, consult
notes, referrals, all patient documents and HIPAA documents.
n.
“EMR Go-Live” occurs when at least one user from the customer engages in training or in one of
the following activities within the Software: the creation of a patient or appointment,
documentation on a progress note, generation of prescription, order entry, sending or receiving
orders, scanning documents, sending or receiving faxes, generating referral requests, or
generating letters to patients.
o.
“ePrescribing” includes electronic prescribing and formulary checking though Surescripts.
p.
“healow TeleVisits” are scheduled appointments through a platform for a secure two-way video
visit between the patient and the provider, enabling remote patient access to clinical healthcare.
Additional terms and conditions will apply.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
q.
“hello2healow” or “h2h” means an ad hoc visit through a platform for a secure two-way video
and/or audio visit between the patient and the provider, enabling remote patient access to clinical
healthcare. Additional terms and conditions will apply.
r.
“Hosting” means the hosting service that will be provided by eClinicalWorks. The eClinicalWorks
Hosting Addendum is attached hereto as Exhibit A.
s.
“Reserved.
t.
“Installation” is the service where the eClinicalWorks software is being installed on the hardware.
u.
“Intelligent Medical Objects2” is a smart search for ICD-103 codes and is recommended for ICD10.
v.
"Interface Vendor" means a third party vendor that has software with which the eClinicalWorks
Software interfaces.
a. “IP Rights” means (i) rights in patents, patent applications and patentable subject matter, whether
or not the subject of an application, (ii) rights in trademarks, service marks, trade names, trade
dress and other designators of origin, registered or unregistered, (iii) rights in copyrightable
subject matter or protectable designs, registered or unregistered, (iv) rights in software,
databases and documentation, (v) trade secrets, (vi) rights in Internet domain names, uniform
resource locators and e-mail addresses, (vii) rights in semiconductor topographies (mask works),
registered or unregistered, (viii) know-how, and (ix) all other intellectual and industrial property
rights of every kind and nature and however designated, whether arising by operation of law,
contract, license or otherwise.
w. “Kiosk” is an interactive, touchscreen driven self-check-in software application for patients.
Hardware is not included.
x.
“Maintenance” includes maintaining and improving the functionality of the Software with periodic
upgrades, and maintaining the functionality of the drug and billing-code databases (ICD-10 and
CPT4) with period upgrades.
y.
“Minimum Number of FTE Providers” means the number of Full Time Equivalent Providers listed
on page 2 on the Effective Date. The Minimum Number of FTE Providers may not be lowered
during the term of the Agreement.
z.
“Minimum Payment” means the Minimum Number of FTE Providers times the selected Package
rate listed in Exhibit A-1.
aa. “MIPS Dashboards” or “Merit-Based Incentive Payment System Dashboards” are dashboards
that provide performance data for participating eligible clinicians (EC) for quality and Promoting
Interoperability (PI) performance categories and displays the selected Improvement Activities as
defined by Centers for Medicare & Medicaid Services (CMS) under Medicare Access and CHIP
Reauthorization Act’s (MACRA) Quality Payment Program (QPP). The ECs need to follow the
required workflow for the dashboards to display the numbers.
2 IMO, INTELLIGENT MEDICAL OBJECTS, IMO ANYWHERE, and IPL are registered trademarks of Intelligent Medical Objects, Inc. All Rights Reserved.
3 The World Health Organization is the copyright holder of ICD-10
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
bb. “MIPS Quality Performance Category – Claims Data Submission Mechanism” means Customer
to submit Quality-Data Code (QDC) and Current Procedural Terminology (CPT4) codes via CMS-
1500 or CMS-1450 claims forms (or electronic equivalent) on behalf of participating ECs to
CMS. Customer needs to identify eligible cases and report necessary data to meet claims data
submission mechanism criteria for given performance period using eClinicalWorks billing
software functionality.
cc. “MIPS Reporting” means Customer can submit the MIPS data (quality, promoting interoperability
(PI) and/or improvement activities (IA)) using the MIPS Submission tool provided by
eClinicalWorks. Data is aggregated based on medical record information captured by Customer
within eClinicalWorks EHR for purposes of meeting MIPS requirements. The list of measures
supported by eClinicalWorks for these data submission mechanisms is available on
my.eclinicalworks.com. CMS asks that all data for the given measure to be submitted accordingly.
Customer agrees to comply with project milestones in order to meet reporting period deadlines
as defined by CMS. If Customer is using eClinicalWorks for only a portion of the calendar year,
then Customer is required to provide QRDA 1 file from the previous EHR vendor in order to
generate full year reporting.
dd. “Patient Portal” includes outbound communication (appointments reminders via email and health
check review via email), lab results review online, appointment requests, web visits, refill requests
from patients, patient medical history intake, patient statement downloads and patient
demographic update (patient CCR for Personal Health Record or PHR)
ee. “PM Go-Live” occurs when at least one user from the customer engages in training or in one of
the following activities within the Software: the creation of a patient or appointment, sending
claims, posting payments, generating , or generating reports.
ff. “Practice Management” or “PM” means eClinicalWorks software that includes the charge capture
(ICD and CPT), claims management, receivables management, patient statements,
clearinghouse connectivity and financial analysis reports.
gg. “Project Management” or “Project Manager” develops, manages and coordinates detailed project
plans for the Customer and works with the Customer representative on the project plan and
managing day-to-day action items. The Project Manager is responsible: to gather and send
documents needed for each phase of an individual project, work with various internal
eClinicalWorks departments to achieve key milestones for implementation and coordinate and
review project status updates.
hh. “Providers” mean those Physicians, Nurse Practitioners, Physician Assistants, Audiologists,
Optometrists, Ophthalmologist, Opticians Therapists, Occupational Therapists, Physical
Therapists, Music Therapist, Speech Therapists, Massage Therapists, Chiropractors,
Anesthesiologists, Psychologists, Dentists, Hygienists, Licensed Social Workers, Midwife,
Nutritionists, Dietitians, Counselors, Mental Health Practitioners, Neurophysiologists, Certified
Registered Nurse Anesthetist (CRNA), care managers, care coordinators, Podiatrists and other
4 CPT is a registered trademark of the American Medical Association
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
individual that is employed by or under contract with Customer to provide services and/or bill
within the medical field. The term Provider shall not include Customer personnel employed by or
under contract with Customer as office managers, secretaries, or other administrative staff, or
Nurses (other than those who provide services and/or bill), and (hereinafter referred to as
“Customer Personnel”). For any category of Customer staff not identified above, eClinicalWorks
and Customer shall agree in writing as to who is a Provider.
i. “Full Time Equivalent” or “FTE” is the measure
which the package fee is calculated
from and is based on the number of Full Time Providers and Part Time Providers.
ii. “Full Time Provider” means any provider that works more than 2 days a week is equal to
1.0 Full Time Equivalent Provider (FTE) each.
iii. “Part Time Provider” means any provider that works 2 days or less per week is equal to
0.5 Full Time Equivalent Providers (FTE). If the practice has only part time providers, then
the first part time provider will be considered 1.0.
iv. “Named Providers” are all the Full Time Providers and Part Time Providers who will be
issued a license on the software.
ii.
“Software” means the applications that Customer is contracting for under this Agreement.
jj.
“Subscription Fee” means the ongoing fee agreed to by Customer in Exhibit A-1 herein.
kk. “Support” includes telephone and online support of the Software.
ll.
“Training” means the training done by an eClinicalWorks certified trainer.
2. Reserved
3. General
a. License. Subject to the terms and conditions of this Agreement, eClinicalWorks grants and
Customer accepts a non-exclusive, non-transferable, revocable license for the Providers to
access and use the functionality of the Software during the term of this Agreement. Additionally,
eClinicalWorks grants Customer Personnel the right to access the Software during the term of
this Agreement. Use of the Software and services by both Providers and Customer Personnel are
subject to the terms of this Agreement. Customer shall be liable for any breach of this Agreement
by its Providers and/or Customer Personnel.
b. Customer Modifications and Enhancements. Customer may not make any modifications or
enhancements to the Software without eClinicalWorks prior written consent.
c.
Proper Use of Software. The Customer acknowledges that the continued integrity of the Software
and eClinicalWorks performance of its obligations described in this Agreement are dependent
upon Customer’s use of the Software in accordance with the documentation available to
Customer and the terms and conditions of this Agreement. Customer may not attempt to sell,
sublicense, lease, permit, rent or transfer in any way whatsoever the Software. Customer agrees
that it will not, at any time, without the prior written consent of eClinicalWorks, duplicate,
decompile, disassemble or reverse engineer any software included within the Software, including
without limitation the applications, or to develop functionally similar software or permit any third
party to do any of the foregoing. Customer will not insert or use any bots, internet browser
extensions, screen scraping or other unauthorized automated processing within the database.
Customer agrees to not grant access to any third party or allow any third party to use the Software
for any purpose without the prior written consent of eClinicalWorks.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
d. Ownership and Proprietary Rights. eClinicalWorks and/or its licensor(s) retain all right, title, and
interest in and to Software and any updates, changes, derivative works, enhancements, and/or
modifications thereto. This Agreement does not grant Customer any IP Rights in the Software or
any of its components. As between eClinicalWorks and Customer, eClinicalWorks and/or its
licensor(s) are, and will be, the owner of (inclusive of all IP Rights therein) (i) the services, (ii) the
Software, (iii) any other templates, ideas, methodologies, designs, materials, or technology
developed or provided by eClinicalWorks.
e. Feedback. To the extent that Customer provides any comments, instructions, suggestions,
information, and/or other feedback to eClinicalWorks regarding any Service and/or otherwise
(collectively, “Feedback”), Customer hereby assigns to eClinicalWorks all right, title, and interest
including, without limitation, all IP Rights, in and to such Feedback. All Feedback shall be
considered the Confidential Information of eClinicalWorks.
f.
Indemnity. eClinicalWorks shall indemnify, defend, and hold Customer harmless from any third
party claim or action against Customer to the extent that it is based on an allegation that the
Software when used in accordance with this Agreement and the documentation, has infringed an
intellectual property right or trade secret and pay those damages or costs related to the settlement
of such action or finally awarded against Customer in such action, not including attorney’s fees,
provided that, (a) Customer promptly notifies eClinicalWorks of such action, (b) gives
eClinicalWorks full authority, information and assistance to defend such claim, and (c) gives
eClinicalWorks control of the defense of such claim. eClinicalWorks shall have no liability
regarding any claim arising out of: (i) any use of any release of the Software other than the most
current release made available to Customer; (ii) the combination, use or operation of the Software
with any third-party software, data or equipment (except if such use is contemplated by the
Documentation or otherwise authorized in writing by eClinicalWorks), if the infringement was
caused by such combination, use or operation; (iii) any modification or derivation of the Software
not specifically authorized in writing by eClinicalWorks.
g.
Ownership of Customer Data. All the patient demographics and medical records created by this
Software will be solely owned by the Customer.
h. Protected Health Information. Use and disclosure of protected health information (“PHI”) as
defined in the Health Insurance Portability and Accountability Act of 1996 (“HIPAA”) shall be
subject to and in accordance with the terms of eClinicalWorks Business Associate Addendum,
located in Exhibit B. eClinicalWorks and Customer agrees that this Agreement may be amended
from time to time if necessary to comply with HIPAA. Customer shall be responsible for entering
into any Business Associate Agreements with third parties (such as Interface Vendors) that may
be necessary to permit eClinicalWorks to provide the services set forth herein.
i.
Customer Responsibilities. Customer is responsible for all hardware and network to be installed
and set up properly with appropriate security controls prior to eClinicalWorks software installation.
Customer is responsible for any delays due to network set up and will result in rescheduling of
install and training date and travel arrangements. Customer will incur any expenses involved with
having to reschedule install and training dates. Any training cancelled within two weeks of training
will be charged $750 per week for the affected weeks.
j.
Consent. Customer is responsible for obtaining all necessary patient consent to permit
eClinicalWorks to provide services as agreed upon in this Agreement.
k.
Audit. If Customer utilizes the Software beyond what Customer is contracted for, Customer will
be required to purchase the applicable licenses and will be charged for the prior usage in excess
of what was paid for. eClinicalWorks may conduct an audit at any time to review usage. All fees
assessed due to irregularities found during the audit may be retroactive to the date of the first
usage.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
l.
Upon signing this Agreement, Customer acknowledges and agrees that certain products selected
within this Agreement are subject to additional terms and conditions which can be found
at: https://www.eclinicalworks.com/oda-terms and are hereby incorporated by reference.
4.
Support Services
a.
eClinicalWorks shall provide 24x7 support.
Technical Assistance
Availability
Contact Info
Online portal
24 x 7
http://my.eclinicalworks.com
Call Center
8:00am
to
8:00pm
EST
Mondays
through
Fridays
excluding holidays
1-508-475-0450
eClinicalWorks is not responsible for issues (including any security issues) related to Customer’s
computer or electronic device or internal and external network or system.
b. Customer will receive any available Upgrades, without additional fee as long as this Agreement
is in effect.
c.
Customer is aware that eClinicalWorks may run and deploy, any and all upgrades and/or patches
related to a security fix and/or patient safety issue that are available on eClinicalWorks Cloud.
5. Warranties and Disclaimers
a. eClinicalWorks warrants that:
i. it will maintain the confidentiality of information regarding any physician or patient record;
ii. it either owns or has the right to license the Software hereunder;
iii. eClinicalWorks warrants that the services provided hereunder will be performed in a
competent and workmanlike manner, which meets or exceeds industry standards; and
iv. It will update the Software (including, but not limited to, content usage for drug database
and drug interaction checks, E&M Coding Advisor) as necessary to ensure that the
Software complies with applicable federal or state laws.
b. Customer warrants that:
i. Customer, Providers, Customer Personnel and Customer’s representatives will work with
eClinicalWorks in a professional and reasonable manner during the term of this
Agreement. Customer agrees to comply with all applicable laws when using the Software
and services contracted for under this Agreement.
c.
Exclusions. eClinicalWorks’ warranties do not apply to any: (i) unauthorized combination of the
Software with any third-party software, data or equipment; or (ii) unauthorized use, modification
or derivation of the Software.
d. Third Party Components. Customer acknowledges and agrees that the Software may contain or
interface with third-party applications, software and/or materials and open source software
(collectively, “Third-Party Software Components”) and Customer will comply with any applicable
end user license agreements (“Third-Party EULAs”). NOTWITHSTANDING ANYTHING IN THIS
AGREEMENT TO THE CONTRARY, ALL THIRD-PARTY SOFTWARE COMPONENTS ARE
PROVIDED “AS IS,” WITHOUT WARRANTIES OR CONDITION OF ANY KIND, EXPRESS OR
IMPLIED.
E. DISCLAIMERS. OTHER THAN AS EXPRESSLY SET FORTH ABOVE, ECLINICALWORKS
DOES NOT MAKE ANY OTHER EXPRESS OR IMPLIED WARRANTEES, CONDITIONS, OR
REPRESENTATIONS TO CUSTOMER, ANY OF ITS AFFILIATES OR ANY OTHER PARTY
WITH RESPECT TO THE SOFTWARE, APPLICATIONS, SERVICES, PRODUCTS,
DOCUMENTATION,
OR
DELIVERABLES
PROVIDED
HEREUNDER,
AGREEMENT
INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTY OR CONDITION OF
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MERCHANTABILITY, NON-INFRINGEMENT, OR FITNESS FOR A PARTICULAR PURPOSE,
ALL OF WHICH ARE HEREBY EXPRESSLY EXCLUDED AND DISCLAIMED.
f.
LIMITATION OF LIABILITY. ECLINICALWORKS LIABILITY TO CUSTOMER FOR ANY
LOSSES OR DAMAGES, IN CONTRACT, TORT OR OTHERWISE, ARISING OUT OF THE
SUBJECT MATTER OF THIS AGREEMENT SHALL BE LIMITED TO THOSE ACTUAL AND
DIRECT DAMAGES WHICH ARE REASONABLY INCURRED BY CUSTOMER AND SHALL
NOT EXCEED THE MONTHLY SUBSCRIPTION FEE PAID BY CUSTOMER WITH RESPECT
TO THE SERVICES GIVING RISE TO THE LIABILITY OVER THE MONTHS IN WHICH
LIABILITY OCCURRED NOT TO EXCEED TWELVE (12) MONTHS. ECLINICALWORKS WILL
NOT BE LIABLE FOR SPECIAL, PUNITIVE, INDIRECT, INCIDENTAL, EXEMPLARY OR
CONSEQUENTIAL DAMAGES OR LOSS OF DATA, LOST PROFITS, OR LOSS OF
GOODWILL IN ANY WAY ARISING FROM OR RELATING TO THIS AGREEMENT, THE
SOFTWARE, APPLICATIONS OR SERVICES, EVEN IF ECLINICALWORKS HAS BEEN
NOTIFIED OF THE POSSIBILITY OF SUCH DAMAGES OCCURRING.
g.
No substitute for Professional Judgment. Notwithstanding anything to the contrary contained
herein, Customer on behalf of itself, and its Providers and Customer Personnel acknowledge that
the Software is not intended as a substitute for professional medical judgment and eClinicalWorks
shall have no indemnification or liability obligations related to any failure to exercise such
professional judgment. In the event that the Software or any report or information generated by the
Software is used in connection with any diagnosis or treatment by Customer and/or any of
Customer’s employees, agents, representatives, and the like, Customer agrees to accept all
responsibilities in connection therewith, including responsibility for injury, damage, and/or loss
related to such diagnosis or treatment, irrespective of whether such injury, damage and/or loss
results from your use of the Software.
h. Non-Solicitation. Where allowable by law, during the term of this Agreement and for one year
after the termination of this Agreement, Customer agrees not to directly or indirectly offer
employment to or to hire any eClinicalWorks employee without the prior written consent of
eClinicalWorks unless the offer is for a publicly advertised position with the Customer.
6. Confidentiality
a. Nondisclosure. As consideration for and as a condition to a Disclosing Party furnishing any
Confidential Information to a Receiving Party, each party agrees (i) to affirmatively treat as private;
(ii) not to disclose to any third party unless required by law, rule, regulation or court order or by
any governmental, judicial or regulatory process; and (iii) except as permitted herein, not to copy
or otherwise reproduce any Confidential Information. Each party warrants that it will apply
commercially reasonable safeguards to protect the Confidential Information against unlawful or
otherwise unauthorized access, use, or disclosure and that it will take any other steps reasonably
necessary to safeguard Confidential Information. The pricing contained herein is considered
eClinicalWorks Confidential Information and may not be disclosed to any third party without
eClinicalWorks’ prior written consent.
b. Permitted Use of Confidential Information. Each party agrees that it shall not use Confidential
Information for any purpose other than for the use or provision of the Software and services
hereunder, as applicable. Each party may, however, disclose Confidential Information to
employees acting on that party’s behalf and third-parties approved by eClinicalWorks
(“Authorized Representatives”) who demonstrate a need to know such information for performing
tasks on behalf of that party using the Confidential Information; provided, however, that no
Authorized Representative shall use or disclose the Confidential Information in any manner other
than as permitted by this Agreement. Each party agrees that before disclosing any Confidential
Information to an Authorized Representative, the Authorized Representative shall be informed of
the confidential nature of such information and shall agree to abide by this Agreement and its
standards of confidentiality.
c.
Notice of Required Disclosure. In the event that a party is required by any governmental, judicial
or regulatory process or by any law, rule, regulation or court order (by oral questions;
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interrogatories; requests for production, information, or documents; subpoena; civil investigative
demand; or any other similar process) to disclose any Confidential Information supplied to it or its
to Authorized Representatives in the course of these dealings, it is agreed that the party who has
received such request will provide the other party that the Confidential Information concerns or
relates to with prompt written notice of such request(s) so that the other party may seek an
appropriate protective order and/or waive compliance with the provisions of this Agreement.
d. Return of Confidential Information. Each party agrees that it will promptly return or destroy all
Confidential Information and/or all tangible materials embodying Confidential Information (in any
form and including, without limitation, all summaries, copies, and excerpts of Confidential
Information) following the occurrence of any event that makes the parties’ possession of the
Confidential Information unnecessary or upon written request of the other party, without retaining
any copy or reproductions thereof. Each party shall reasonably expunge electronic copies of
such Confidential Information as is practicable and not prohibited by law. Confidential Information
that cannot be returned or destroyed will be kept confidential and will continue to be subject to
this Agreement for the term of this Agreement. Each party agrees that it will provide written
certification of its compliance with this Section upon written request by the other party.
e. Remedies. The parties agree that the Confidential Information is of a special, unique, and
extraordinary character and that disclosure or other use of such information in violation of this
Agreement will cause immediate and irreparable harm. The parties agree that each party shall be
entitled to seek injunctive relief to further prevent use and/or disclosure in addition to other
remedies available to it in law or in equity for breach of this Agreement.
f.
Notwithstanding the foregoing, nothing in this Agreement shall be construed to prohibit or
restrict Customer from discussing problems and concerns with our Software or Services with
other parties in accordance with the ONC Cures Act Final Rule.
7. Termination
a. Termination. eClinicalWorks may terminate this Agreement without liability in the event that
Customer (i) materially breaches the terms of this Agreement, including without limitation,
sections 3 or 5(b) or (ii) makes a voluntary or involuntary assignment for the benefit of creditors
or enters into bankruptcy proceedings. Customer will still be financially responsible for payment
of the software and services used prior to effective date of termination.
b. Data Transfer Options Upon Termination. Upon cancellation or termination by either party,
Customer shall select a data transfer option as further described in Exhibit C. Once Customer
receives the data from eClinicalWorks, Customer must review the data promptly to ensure its
completeness. After Customer has received its data, it has thirty (30) days to ensure the data is
complete. eClinicalWorks may permanently delete data if Customer does not notify
eClinicalWorks within thirty (30) days of any discrepancies in the data received or if you do not
select a Data Transfer Option within thirty (30) days of your termination date. eClinicalWorks is
not responsible for any losses that may occur due to Customer’s failure to (i) request a Data
Transfer Option, or (ii) notify eClinicalWorks of any discrepancies in the data received.
c.
Reimbursement of services. Customer understands that eClinicalWorks is providing
implementation services upfront which are not being charged to Customer as of the Effective Date
but are instead included in the monthly fees throughout the Initial Term of the Agreement and are
required to be paid by Customer. Accordingly, if Customer terminates this Agreement prior to the
expiration of the Initial Term, Customer will be invoiced in full at date of termination $100 per
Provider per month for the remaining months of the Initial Term of the Agreement and a $5,000
onetime fee as reimbursement to eClinicalWorks for the implementation costs incurred by
eClinicalWorks as startup costs but not initially paid by Customer.
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8. Miscellaneous
a. Excluded Party. Customer hereby represents and warrants that Customer and its employees,
owners, directors and officers are not, and at no time have been, excluded from participation in
any federally funded health care program, including, but not limited to, the Medicare and Medicaid
programs (collectively, the “Governmental Program.”). Customer hereby agrees to immediately
notify eClinicalWorks of any threatened, proposed, or actual exclusion of it or its employees,
owners, directors and officers from any Governmental Program. In the event that Customer or
its employees, owners, directors and officers are excluded from participation in any Governmental
Program during the term of this Agreement, or if at any time after the Effective Date of this
Agreement it is determined that Customer is in breach of this Section, this Agreement may, at the
sole discretion of eClinicalWorks, terminate as of the effective date of such exclusion or breach.
b. Headings. The headings in this Agreement are for information and convenience only and shall
not affect the construction thereof.
c.
Disclosures. Customer acknowledges that it has read eClinicalWorks Mandatory Disclosures at
https://www.eclinicalworks.com/resources/meaningful-use/ regarding the potential costs and
limitations associated with eClinicalWorks Software and products.
Exhibits
Exhibit A – eClinicalWorks Hosting Addendum
Exhibit B – Business Associate Addendum
Exhibit C – Data Transfer Options
EXHIBIT A – eClinicalWorks Hosting Addendum
Article 1
Hosting Services
1.1
eClinicalWorks Responsibilities. Subject to the terms of this Agreement, eClinicalWorks will: (a)
make the services using the web based software applications (“Hosted Applications”) available to Customer via
the Internet based on a Cloud basis; (b) make the Documentation for the Hosted Applications available to
Customer; and (c) provide to Customer a user name, password and other information required to use the Hosted
Applications.
1.2
Customer Responsibilities.
(a) Customer is responsible for: (i) procuring, at its expense, the necessary environment at the
Customer’s location(s) to use the Hosted Applications via the Internet, including, without
limitation, all computer hardware, software and equipment, Internet access and
telecommunications services (collectively, the “Customer Systems”); (ii) complying with all
laws, rules and regulations related to the Customer Systems; (iii) keeping its user name and
password secret and confidential, and, for any communications or transactions that are made,
using the same; (iv) changing its user name and password if it believes that the same has
been stolen or might otherwise be misused; (v) maintaining security of its environment that it
controls; (vi) verifying identity of users to whom it provides access to the information within
the hosted application (vii) obligations under any third party agreements to which Customer
is a party, including, without limitation, any agreement pursuant to which Customer procures
the Customer Systems or any portion thereof, regardless of whether eClinicalWorks provides
Customer with any assistance in such procurement.
(b) Customer shall bear all costs of obtaining, installing and maintaining the Customer Systems.
1.3
Definitions.
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(a) “Services” shall mean the Hosting services set forth in Section 1.4 below which are subject
to payment of the Hosting fees.
(b) “System” shall mean the server(s) on which the Website is hosted and all other equipment
utilized by eClinicalWorks to provide the Services hereunder.
(c) “Website” shall mean the URL or any eClinicalWorks domain provided to the Customer to
access the Hosted Application.
(d) “Documentation” means the user and technical manuals and other documentation provided
or made available to Customer describing the Hosted Applications’ features, functionalities,
requirements and specifications.
1.4
Services to be provided.
(a) eClinicalWorks shall provide hosting-related maintenance including back-ups, server
maintenance and troubleshooting.
(b) Network Connectivity. eClinicalWorks shall provide the Website with connection to the
Internet for approximately twenty-four (24) hours seven days a week excluding periods of
time necessary for Website maintenance and Internet performance issues. eClinicalWorks
reserves the right to have planned outages for hardware and software maintenance.
(c) Administration. eClinicalWorks shall provide regular routine and other systems administration
and support services necessary to maintain the Website. eClinicalWorks shall provide
Customer with one (1) business day of notice prior to service interruptions due to planned
maintenance. Any service interruption for planned maintenance shall not exceed the time
reasonably necessary to complete such maintenance.
(d) Security. eClinicalWorks shall take reasonable measures to prevent unauthorized access to
the Website. In this regard, eClinicalWorks shall use at least the same security measures it
uses to protect its own proprietary information. For security and administrative reasons only,
the hosted application support and maintenance team will have access to all files on the
server. eClinicalWorks is not responsible if Customer makes changes to default security
settings which allow access to Customer data.
1.5
Acceptable use policy
(a) Acceptable Use Policy. Customer shall use the Hosted Applications only for lawful
purposes, in compliance with all applicable laws. Customer shall be responsible for all
use of the Hosted Applications by its Providers and Customer Personnel, regardless of
whether such use is known to or authorized by Customer. The Hosted Applications are
provided for use in conformance with the terms and conditions of this Agreement.
eClinicalWorks reserves the right to investigate suspected violations of this Agreement. If
eClinicalWorks becomes aware of possible violations, eClinicalWorks may initiate an
investigation including gathering information from Customer and examination of material
on eClinicalWorks’ servers. During the investigation, eClinicalWorks, in its sole discretion,
may suspend access to the Website, Hosted Application, and/or remove the Website
content and other material from eClinicalWorks’ servers. If eClinicalWorks determines, in
its sole discretion, that a violation of this Agreement has occurred, it may take responsive
action, including, without limitation, permanent removal of the Website content, or any
portion thereof, from eClinicalWorks’ servers, issuance of warnings to Customer or the
suspension or termination of this Agreement to Customer.
(b) Passwords. Customer is responsible for maintaining the confidentiality of any
password(s) and access codes used to access the Hosted Applications and Website and
is fully responsible for all activities that occur under those password(s) and access codes.
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Customer agrees to notify eClinicalWorks immediately of any unauthorized use of its
password(s). Customer shall be solely responsible for the security of its passwords.
Continued failure by Customer to maintain password security may result in the suspension
or termination of Services.
(c) System Security. Customer shall be prohibited from using the Services to compromise
the security of the Services, the System, the Website, Hosted Application, or any other
website on the Internet. Customer use or distribution of tools designed for compromising
security is strictly prohibited, including, without limitation, password guessing programs,
cracking tools, penetration and vulnerability scans or network probing tools. If Customer
is involved in violations of security, eClinicalWorks reserves the right to release
identification information of Customer to systems administrators at other websites in order
to assist them in resolving security incidents. eClinicalWorks shall also fully cooperate with
law enforcement authorities in investigating suspected lawbreakers.
1.6
System Monitoring. eClinicalWorks reserves the right to monitor the System electronically from
time to time and to access and disclose any information as permitted or required by any law or regulation, to
operate its System properly, or to protect itself or other Customers, provided that, eClinicalWorks shall provide
Customer prior notice of any such disclosure. eClinicalWorks shall fully cooperate with law enforcement authorities
in investigating suspected violators. It is not eClinicalWorks’ intention that the Services, System or eClinicalWorks’
facilities be used in contravention of the Communications Decency Act of 1996, 47 U.S.C. Section 223, or any
other applicable law. Customer shall indemnify and defend eClinicalWorks for any claims, suits, losses or actions
against eClinicalWorks arising from, related to or in connection with any violation by Customer of the
Communications Decency Act.
1.7
Warranty of Content. In addition to the warranties set forth in the Agreement, the parties to this
Agreement warrant that they shall not use on the Website any content or other intellectual property that: (i)
infringes on the intellectual property rights or any rights of publicity or privacy of any third party; (ii) violates any
law, statute, ordinance or regulation (including, without limitation, laws and regulations governing export control,
unfair competition, antidiscrimination or false advertising); (iii) is defamatory, libelous, unlawfully threatening or
unlawfully harassing; (iv) is obscene, child pornographic or harmful to minors; or (v) contains any viruses, Trojan
horses, worms, time bombs, bots or other computer programming including routines that interfere with, are
intended to damage, surreptitiously intercept or expropriate any system, data or personal information or
eClinicalWorks infrastructure. Violations of this Section not only constitute a material breach of the Agreement
and trigger immediate termination by a party not in breach, but may also subject such party to criminal and/or civil
liability.
Article 2
Compliance with Laws.
2.1
Compliance with Laws
(a) The parties shall comply with all applicable laws and regulations concerning security and
privacy with respect to their obligations under this Agreement, including, without limitation,
the Health Insurance Portability and Accountability Act of 1996 and all regulations
promulgated there under (“HIPAA”).
(b) eClinicalWorks acknowledges and agrees that the data and information that is compiled or
passes through the databases that are a part of the Hosted Applications and that
specifically relates to patients, patient care or physician procedures or diagnosis
(collectively, the “Customer Data”), and all right, title and interest therein, is and shall
remain the exclusive property of Customer. Notwithstanding the foregoing, Customer
hereby grants eClinicalWorks a perpetual, unlimited license to use the Customer Data, in
any form or format, for data benchmarking, sharing, warehousing, resource utilization and
similar data analysis services; provided, however, that eClinicalWorks shall protect and
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maintain the confidentiality of all individual identifiable patient and hospital data and
eClinicalWorks shall comply with HIPAA, as applicable, with respect to such data.
Article 3
Service Levels
3.1
Availability
(a) Uptime. eClinicalWorks agrees that the Hosted Applications will be available 99.9% of the
time during the hours of 5:00 AM to 12:00 AM local time of the data center, seven (7) days
per week (the “Up-Time Commitment”). The Up-Time Commitment will be measured monthly
and available for customer or made available upon request. Requests related to Up-Time
Commitment reporting must be made within 30 days of the month they are requesting to be
measured.
(b) Exclusions. Calculation of the Up-Time Commitment shall exclude unavailability of the Hosted
Applications caused by any of the following:
i.
Scheduled, announced downtime for maintenance; provided, however, that such
downtime shall not exceed two (2) hours, per event, unless the parties mutually agree
otherwise. eClinicalWorks has a daily maintenance windows from 1AM-3AM local
standard time of the data center.
ii.
Failures in the Internet that are outside eClinicalWorks’ control;
iii.
Hardware, communication lines or application problems (e.g., Internet, ISDN, DSL,
etc.) of Customer that prevent/disrupt access; or
iv.
Failures by Customer to comply with the eClinicalWorks’ specifications outlined in
the Documentation for the Hosted Applications.
(c) Broadband Requirements
i.
It is Customer’s responsibility to provide internet service provider (ISP).
eClinicalWorks uses Transport Layer Security (TLS) connectivity to eClinicalWorks’
collocation facility with bandwidth to support application services selected by
Customer for performance and usability.
ii.
The eClinicalWorks Service Levels above are based on eClinicalWorks hardware
requirements.
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Rev. June 2000
EXHIBIT B – Business Associate Addendum
This Business Associate Addendum (“Addendum”) is entered into by and between eClinicalWorks, LLC, a
Massachusetts limited liability company, (“eClinicalWorks”) and [Abstract], (“Customer”) as an integrated
part of that certain Software License and Support Agreement (“Agreement”) entered into
contemporaneously with this Addendum between eClinicalWorks and Customer, and sets forth in writing
certain understandings and procedures governing eClinicalWorks’s use of protected health information as
that term is defined under the Health Insurance Portability and Accountability Act of 1996, the Health
Information Technology for Economic and Clinical Health Act, and any regulations adopted under those
laws by the United States Department of Health and Human Services and as those regulations may be
amended from time to time.
1. Definitions
a. Catch-all definition: The following terms used in this Addendum (whether or not
capitalized) shall have the same meaning as those terms in the HIPAA Rules: Breach,
Data Aggregation, Designated Record Set, Disclosure, Health Care Operations,
Individual, Minimum Necessary, Notice of Privacy Practices, Protected Health
Information, Required By Law, Secretary, Subcontractor, Unsecured Protected Health
Information, and Use.
b. Specific definitions:
i. eClinicalWorks. “eClinicalWorks” shall generally have the same role as a
“business associate” under 45 C.F.R. § 160.103, and in reference to the party to
this Addendum shall refer to the entity defined as eClinicalWorks above.
ii. Customer. “Customer” shall generally have the same meaning as the term
“covered entity” at 45 C.F.R. § 160.103, and in reference to the party to this
Addendum, shall refer to the entity defined as Customer above.
iii. HIPAA Rules. “HIPAA Rules” shall mean the Privacy, Security, Breach
Notification, and Enforcement Rules at 45 C.F.R. Part 160 and Part 164.
iv. Successful Security Incident. "Successful Security Incident" shall mean a security
incident that results in the unauthorized access, use, disclosure, modification, or
destruction of Protected Health Information.
v. Unsuccessful Security Incident. “Unsuccessful Security Incident” shall mean a
security incident that does not result in unauthorized access, use, disclosure,
modification, or destruction of PHI (including, for example, and not for limitation,
pings on Business Associate’s firewall, port scans, attempts to log onto a system
or enter a database with an invalid password or username, denial-of-service
attacks that do not result in the system being taken off-line, or malware such as
worms or viruses).
2. Obligations and Activities of eClinicalWorks
a. eClinicalWorks agrees to:
i.
Not use or disclose Protected Health Information other than as permitted or required by
this Addendum or as required by law;
ii.
Use appropriate safeguards, and comply with Subpart C of 45 C.F.R. Part 164 with
respect to electronic Protected Health Information, to prevent use or disclosure of
Protected Health Information other than as provided for by this Addendum;
iii.
Report to Customer in writing any use or disclosure of Protected Health Information not
permitted under this Addendum of which eClinicalWorks becomes aware, including
breaches of Unsecured Protected Health Information as required at 45 C.F.R. § 164.410
and any Successful Security Incident, within ten (10) business days of any Breach or
Successful Security Incident. The Parties acknowledge and agree that this Section
constitutes notice by Business Associate to Covered Entity of the ongoing existence and
occurrence of Unsuccessful Security Incidents;
iv.
In making any written report under Section 2(a)(iii) of this Addendum, abide by any
reasonable written breach notification procedures actually received by eClinicalWorks
from Customer;
v.
In accordance with 45 C.F.R. §§ 164.502(e)(1)(ii) and 164.308(b)(2), if applicable, ensure
that any subcontractors that create, receive, maintain, or transmit Protected Health
Information on behalf of eClinicalWorks agree to the substantially same restrictions,
conditions, and requirements that apply to eClinicalWorks with respect to such
information;
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vi.
Make available Protected Health Information in a Designated Record Set to Customer as
necessary to satisfy Customer’s obligations under 45 C.F.R. § 164.524 within thirty (30)
business days of receipt of such request. Customer agrees to maintain and properly store
a copy of all Protected Health Information used by or disclosed to eClinicalWorks;
vii.
Make any amendment(s) to Protected Health Information in a Designated Record Set as
directed or agreed to by Customer pursuant to 45 C.F.R. § 164.526, or take other
measures as necessary to satisfy Customer’s obligations under 45 C.F.R. § 164.526;
viii.
Maintain and make available the information required to provide an accounting of
disclosures to the Customer as necessary to satisfy Customer’s obligations under 45
C.F.R. § 164.528 by providing such information within thirty (30) business days of receipt
of such request;
ix.
To the extent eClinicalWorks is to carry out one or more of Customer’s obligation(s)
under Subpart E of 45 C.F.R. Part 164, comply with the requirements of Subpart E that
apply to Customer in the performance of such obligation(s); and
x.
Make its internal practices, books, and records available to the Secretary for purposes of
determining compliance with the HIPAA Rules.
3. Permitted Uses and Disclosures by eClinicalWorks
a. eClinicalWorks may use or disclose Protected Health Information as necessary to
perform the services set forth in the Addendum or under any other agreement between
Customer and eClinicalWorks. eClinicalWorks is also authorized to use Protected Health
Information to aggregate data or de-identify the information in accordance with 45 C.F.R.
§ 164.514(a)–(c). eClinicalWorks may use aggregated data or de-identified information
for the purpose of testing or maintaining its software, product improvement, or for any
other purpose permitted by law. eClinicalWorks may disclose aggregated data or de-
identified information to third party vendors used by Customer for the purpose of
providing services to Customer and for the purpose of product improvement.
b. eClinicalWorks may use or disclose Protected Health Information as required by law.
c. eClinicalWorks agrees to make uses and disclosures and requests for Protected Health
Information consistent with Customer’s minimum necessary policies and procedures.
d. eClinicalWorks may not use or disclose Protected Health Information in a manner that
would violate Subpart E of 45 C.F.R. Part 164 if done by Customer except for the specific
uses and disclosures set forth below.
e. eClinicalWorks may use or disclose Protected Health Information for its proper
management and administration or to carry out the eClinicalWorks’s legal responsibilities.
4. Provisions for Customer to Inform eClinicalWorks of Privacy Practices and Restrictions
a. Customer shall notify eClinicalWorks of any limitation(s) in Customer’s notice of privacy
practices under 45 C.F.R. § 164.520, to the extent that such limitation may affect
eClinicalWorks’s use or disclosure of Protected Health Information.
b. Customer shall notify eClinicalWorks of any changes in, or revocation of, the permission
by an individual to use or disclose his or her Protected Health Information, to the extent
that such changes may affect eClinicalWorks’s use or disclosure of Protected Health
Information.
c. Customer shall notify eClinicalWorks of any restriction on the use or disclosure of
Protected Health Information that Customer has agreed to or is required to abide by
under 45 C.F.R. § 164.522, to the extent that such restriction may affect eClinicalWorks’s
use or disclosure of Protected Health Information.
5. Permissible Requests by Customer
a. Customer shall not request eClinicalWorks to use or disclose Protected Health
Information in any manner that would not be permissible under Subpart E of 45 C.F.R.
Part 164 if done by Customer, except that eClinicalWorks may use or disclose Protected
Health Information for management and administration and legal responsibilities as
described above.
6. Termination
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a. Termination for Cause. eClinicalWorks authorizes termination of this Addendum by
Customer, if Customer determines eClinicalWorks has violated a material term of this
Addendum and eClinicalWorks has not cured the breach or ended the violation within
thirty (30) business days after written notice from Customer of the violation and
associated term of this Addendum.
b. Obligations of eClinicalWorks Upon Termination. Upon termination of this Addendum for
any reason, eClinicalWorks, with respect to Protected Health Information received from
Customer, or created, maintained, or received by eClinicalWorks on behalf of Customer,
shall:
i. Retain only that Protected Health Information which is necessary for
eClinicalWorks to continue its proper management and administration or to carry
out its legal responsibilities;
ii. Return to Customer or, if agreed to by Customer, destroy the remaining
Protected Health Information that eClinicalWorks still maintains in any form;
iii. Continue to use appropriate safeguards and comply with Subpart C of 45 C.F.R.
Part 164 with respect to electronic Protected Health Information to prevent use or
disclosure of the Protected Health Information, other than as provided for in this
Section, for as long as eClinicalWorks retains the Protected Health Information;
iv. Not use or disclose the Protected Health Information retained by eClinicalWorks
other than for the purposes for which such Protected Health Information was
retained and subject to the same conditions set out at Section 3(e) of this
Addendum; and
v. Return to Customer or, if agreed to by Customer, destroy the Protected Health
Information retained by eClinicalWorks when it is no longer needed by
eClinicalWorks for its proper management and administration or to carry out its
legal responsibilities.
vi. In the event eClinicalWorks determines that returning or destroying the Protected
Health Information is infeasible, eClinicalWorks shall continue to extend the
protections to such Protected Health Information as required by the HIPAA Rules
and limit further use and disclosure for so long as eClinicalWorks retains such
Protected Health Information.
c. Survival. The obligations of eClinicalWorks under this Section shall survive the
termination of this Addendum.
7. Miscellaneous
a. Regulatory References. A reference in this Addendum to a section in the HIPAA Rules
means the section as in effect or as amended.
b. Amendment. Customer and eClinicalWorks mutually agree that eClinicalWorks may
amend this Addendum from time to time as is necessary for compliance with the
requirements of the HIPAA Rules and any other applicable law.
c. Interpretation. Any ambiguity in this Addendum shall be interpreted to permit compliance
with the HIPAA Rules.
d. Governing Law. This Addendum will be governed by the laws of the United States of
America and by the laws of the State of Arizona. The parties irrevocably consent to the
exclusive personal jurisdiction of the federal and state courts located in Maricopa County,
Arizona, as applicable, for any matter arising out of or relating to this Addendum without
regard to any choice of law principles, except that in actions seeking to enforce any order
or any judgment of such federal or state courts located in Maricopa County, Arizona,
such personal jurisdiction will be nonexclusive.
e. Execution. Each representative signing below hereby represents that each is authorized
to enter into this Addendum.
f.
Complete Agreement. This Addendum constitutes the final, complete and exclusive
Addendum between the Parties with respect to its subject matter and supersedes all past
and contemporaneous agreements, promises, and understandings, whether oral or
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
written. This Addendum may not be amended or modified except by a writing signed by
both Parties and identified as an amendment to this Addendum.
g. Severability. In the event any provision of this Addendum is held to be invalid or
unenforceable, the remainder of this Addendum shall remain in full force and effect.
h. Relationship. It is mutually understood and agreed that the relationship between the
Parties is that of independent contractors. Neither Party is the agent, employee, or
servant of the other. Nothing in this Addendum is intended to create any partnership,
joint venture, lease or equity relationship, expressly or by implication between the Parties.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
EXHIBIT C – Data Transfer Options
eClinicalWorks® provides multiple, distinct options for customers to transfer their data from
eClinicalWorks. For more information on other data transfer options from eClinicalWorks, open a support
case on the my.eclinicalworks.com Customer Portal. Indicate the data transfer option chosen by the
customer.
ECW CLOUD CUSTOMERS
□ 1. C-CDA Export: Self-Service Export through the eClinicalWorks application. This option enables
customers to export their data from eClinicalWorks themselves, free of charge, and without any
assistance from eCW. For more information about downloading C-CDA, refer to the C-CDA DATA
PORTABILITY USERS GUIDE, which is available on the my.eclinicalworks.com Customer Portal:
MODERN VIEW > KNOWLEDGEBASE > PRODUCT DOCUMENTATION > DOCUMENTS >
SEARCH FOR “C-CDA”. Customers can utilize this option at any time while they have access to the
EHR software.
Total Cost: Free of charge
The Data Export C-CDA File includes the 2015 Edition Common Clinical Data Set data elements,
which include but are not limited to: Patient Demographics (Name, Sex, Date of Birth, Race, Ethnicity
and Preferred Language), Smoking Status, Problem List, Medication List, Laboratory Tests and
Results, Vital Signs, Procedures, Care Team Members, Immunizations, Unique Device Identifiers,
Assessments, Treatment Plan, Goals, and Health Concerns. This is not a comprehensive data
export; if one is needed, select option 2 or 3.
□ 2. One-Time Unencrypted Database Backup, Including Scanned Documents: eClinicalWorks
will capture and provide a one-time unencrypted copy of the database. All EHR data (including
structured and free-text notes associated with a patient’s chart) will be part of the unencrypted copy of
the database backup. Note: this option is provided in a relational database machine readable format
(.BAK file format). Refer to options 1 and 3 for human readable file formats for specified subsets of
data. If the data is 50 GB or more, an encrypted hard drive is required. If the data is less than 50
GB, data will be delivered via FTP at no additional cost.
Total Cost: Free of charge if no encrypted hard drive is needed; $500 plus applicable taxes (includes
delivery) if a hard drive is required
□ 3. Focused Data Extraction Service: Focused Service Data Extraction Service: Human
readable formatted data export option. eClinicalWorks will extract the data, for a focused subset of
data elements only, as follows:
Patient Demographics and Appointments in TXT format
Locked Progress Notes (Physical, Telephone, or Web) in read-only HTML format (all Progress Notes
must be locked by the practice prior to export)
Patient Documents in native format with index file
Pink Paper Clip (interface results) in read-only HTML format with index file
Medical Summary
Select Financial Reports
Custom requests for any other element apart from the aforementioned can be discussed with your
assigned PM, who can internally assess the feasibility of the request (this includes any request to
convert HTML documents to PDF). Custom and PDF conversion requests incur additional charges
apart from the standard export charges.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
In addition to the aforementioned human readable extracts, this option also includes the One Time
Unencrypted Database Backup, Including Scanned Documents (as described in option 2).
If the data is 50 GB or more, an encrypted hard drive is required. If the data is less than 50 GB, data
will be delivered via FTP at no additional cost.
Total Cost: $3,000 for 1-3 providers, $4,500 for 4-10 providers, $1,500 for every additional 10
providers
If the data is 50GB or more, an encrypted hard drive is required for $500 plus applicable taxes
(includes delivery). Larger customers should contact eClinicalWorks to identify the best data solution
for them. This option is often chosen by customers who are closing or retiring.
SELF-HOSTED ECW CUSTOMERS
□ 1. C-CDA Export: Self-Service Export through the eClinicalWorks application. This option enables
customers to export their data from eClinicalWorks themselves, free of charge, and without any
assistance from eCW. For more information about downloading C-CDA, refer to the C-CDA Data
Portability Users Guide, which is available on the my.eclinicalworks.com Customer Portal: MODERN
VIEW > KNOWLEDGEBASE > PRODUCT DOCUMENTATION > DOCUMENTS > SEARCH
FOR “C-CDA.” Customers can utilize this option at any time while they have access to the EHR
software.
Total Cost: Free of charge
The Data Export C-CDA File includes the 2015 Edition Common Clinical Data Set data elements,
which include but are not limited to: Patient Demographics (Name, Sex, Date of Birth, Race, Ethnicity
and Preferred Language), Smoking Status, Problem List, Medication List, Laboratory Tests and
Results, Vital Signs, Procedures, Care Team Members, Immunizations, Unique Device Identifiers,
Assessments, Treatment Plan, Goals, and Health Concerns. This is not a comprehensive data
export; if one is needed, select option 2 or 3.
□ 2. One-Time Unencrypted Database Backup, Including Scanned Documents: eClinicalWorks
will capture and provide a one-time unencrypted copy of the database. All EHR data (including
structured and free-text notes associated with a patient’s chart) will be part of the unencrypted copy of
the database backup. Note: this option is provided in a relational database machine readable format
(.BAK file format). Refer to options 1 and 3 for human readable file formats for specified subsets of
data. All scanned documents will be available, unencrypted, on the self-hosted customer’s server.
Total Cost: Free of charge if no encrypted hard drive is requested; $500 plus applicable taxes
(includes delivery) if an encrypted hard drive is requested.
□ 3. Focused Service Data Extraction Service: Human readable formatted data export option.
eClinicalWorks will extract the data, for a focused subset of data elements only, as follows:
Patient Demographics and Appointments in TXT format
Locked Progress Notes (Physical, Telephone, or Web) in read-only HTML format (all Progress Notes
must be locked by the practice prior to export)
Patient Documents in native format with index file
Pink Paper Clip (interface results) in read-only HTML format with index file
Medical Summary
Select Financial Reports
Custom requests for any other element apart from the aforementioned can be discussed with your
assigned PM, who can internally assess the feasibility of the request (this includes any request to
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
convert HTML documents to PDF). Custom and PDF conversion requests incur additional charges
apart from the standard export charges.
In addition to the aforementioned human readable extracts, this option also includes the One Time
Unencrypted Database Backup, Including Scanned Documents (as described in option 2).
If the data is 50 GB or more, an encrypted hard drive is required. If the data is less than 50 GB, data
will be delivered via FTP at no additional cost.
Total Cost: $3,000 for 1-3 providers, $4,500 for 4-10 providers, $1,500 for every additional 10
providers
If the data is 50GB or more, an encrypted hard drive is required for $500 plus applicable taxes (includes
delivery). Larger customers should contact eClinicalWorks to identify the best data solution for them. This
option is often chosen by customers who are closing or retiring.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
Rev. June 2000
EXHIBIT F
INTERFACE MATRIX
#
Name of
Interface
Description of
interface
Interface
Standard
(e.g.: CCOW,
DICOM, HL7,
XML, Other-
Specify)
Type of
Interface
IB =
Inbound;
OB =
Outbound;
BD = Bi-
directional
Source System
(Vendor Name,
Product Name,
Release/
Version Level)
Receiving
System
(Vendor
Name,
Product
Name,
Release/
Version Level)
VENDOR'S
CUSTOMERS
WITH THIS
INTERFACE IN
PRODUCTION
NUMBER OF
INTERFACES IN
PRODUCTION
OTHER
INFORMATION
1
Waystar
Clearinghouse
Professional
Claims
BD
eClinicalWorks
V11
Waystar
eClinicalWorks
does not share
this
information.
2,900+
2
Bioreference
Lab
HL7
BD
eClinicalWorks
V11
Bioreference
1,500+
3
Garcia Clinical
Laboratory,
Inc.
Lab
HL7
BD
eClinicalWorks
V11
Garcia Clinical
Laboratory
Inc.
1
4
Labcorp
Lab
HL7
BD
eClinicalWorks
V11
LabCorp
10,100+
5
MedQ
Radiology
HL7
BD
eClinicalWorks
V11
MedQ
12
6
Sonora Quest
Laboratories
Lab
HL7
BD
eClinicalWorks
V11
Sonora Quest
Laboratories
200+
7
Technidata
America
Lab
HL7
BD
eClinicalWorks
V11
Technicata
America
1
8
Arizona State
Registry -
Immunization
Immunization
HL7
OB
eClinicalWorks
V11
Arizona State
Registry
220+
9
MedQ
Demographics
HL7
OB
eClinicalWorks
V11
MedQ
9
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
Rev. June 2000
EXHIBIT G
Contractor proposal dated May 23, 2023 submitted in response to County RFP
(Reference document)
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
Rev. June 2000
EXHIBIT H
OFFICE OF PROCUREMENT SERVICES TRAVEL AND PER DIEM POLICY
1.0
All contract-related travel plans and arrangements shall be prior-approved by the County contract
administrator.
2.0
Lodging, per diem, and incidental expenses incurred in performance of Maricopa County/Special
District (County) contracts shall be reimbursed based on current U.S. General Services
Administration (GSA) domestic per diem rates for Phoenix, Arizona. Contractors must access the
following internet site to determine rates (no exceptions): www.gsa.gov.
2.1
Additional incidental expenses (i.e., telephone, fax, internet, and copying charges) shall
not be reimbursed. They should be included in the contractor’s hourly rate as an overhead
charge.
2.2
The County will not (under any circumstances) reimburse for contractor guest lodging, per
diem, or incidentals.
3.0
Commercial air travel shall be reimbursed as follows:
3.1
Coach airfare will be reimbursed by the County. Business class airfare may be allowed
only when preapproved in writing by the County contract administrator as a result of the
business needs of the County when there is no lower fare available.
3.2
The lowest direct flight airfare rate from the contractor’s assigned duty post (pre-defined at
the time of contract signing) will be reimbursed. Under no circumstances will the County
reimburse for airfares related to transportation to or from an alternate site.
3.3
The County will not (under any circumstances) reimburse for contractor guest commercial
air travel.
4.0
Rental vehicles may only be used if such use would result in an overall reduction in the total cost
of the trip, not for the personal convenience of the traveler. Multiple vehicles for the same set of
travelers for the same travel period will not be permitted without prior written approval by the County
contract administrator.
4.1
Purchase of comprehensive and collision liability insurance shall be at the expense of the
contractor. The County will not reimburse a contractor if the contractor chooses to purchase
this coverage.
4.2
Rental vehicles are restricted to sub-compact, compact, or mid-size sedans unless a larger
vehicle is necessary for cost efficiency due to the number of travelers. (NOTE: Contractors
shall obtain pre-approval in writing from the County contract administrator prior to rental of
a larger vehicle.)
4.3
County will reimburse for parking expenses if free, public parking is not available within a
reasonable distance of the place of County business. All opportunities must be exhausted
prior to securing parking that incurs costs for the County. Opportunities to be reviewed are
the DASH, shuttles, etc. that can transport the contractor to and from County buildings with
minimal costs.
4.4
County will reimburse for the lowest rate, long-term, uncovered (covered or enclosed
parking will not be reimbursed) airport parking only if it is less expensive than shuttle
service to and from the airport.
4.5
The County will not (under any circumstances) reimburse the contractor for guest vehicle
rental(s) or other any transportation costs.
5.0
Contractor is responsible for all costs not directly related to the travel except those that have been
pre-approved by the County contract administrator. These costs include, but are not limited to, the
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411
following: in-room movies, valet service, valet parking, laundry service, costs associated with
storing luggage at a hotel, fuel costs associated with non-County activities, tips that exceed the per
diem allowance, health club fees, and entertainment costs. Claims for unauthorized travel
expenses will not be honored and are not reimbursable.
6.0
Travel and per diem expenses shall be capped at 15 percent of project price unless otherwise
specified and approved by the County in individual contracts.
7.0
Contractor shall provide, (upon request) with their invoice(s), copies of receipts supporting travel
and per diem expenses, and, if applicable, with a copy of the written consent issued by the County
contract administrator. No travel and per diem expenses shall be paid by County without copies of
the written consent as described in this policy and copies of all receipts.
Docusign Envelope ID: 3C4AF44A-87A8-4727-9920-6E39C11DF411