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Phillip Woolston
From: Fabian Yescas
Sent: Wednesday, November 18, 2015 2:38 PM
To: Greg Jones (2); Lisa Cote; Phillip Woolston; Teresa Islas
Cc: Vincent Rosini; Naomi Schaefer
Subject: FW: truly helpful response from Phil, and my apologizes.
Follow Up Flag: Follow up
Flag Status: Flagged
Categories: Red Category
Outstanding job Phil!!!
Thank you for staying calm and going above and beyond, truly outstanding example of how we can take provider from
the first venting email to thanking us and understanding us.
From: Sheryl Long [mailto:sherylml@cox.net]
Sent: Wednesday, November 18, 2015 2:16 PM
To: Naomi Schaefer <NSchaefer@memorialcare.org>
Subject: truly helpful response from Phil, and my apologizes.
My apologizes firstly.. as I know it’s ever changing environment.
Phil did call the office and then called me..
And of course, I finally feel so frustrated, and now it’s not the typical Wednesday we’ve had before, and Cindy agreed,
“not the usual”
Phil, as always, is consistently patient and helpful, thus always kudos to Phil..
And after his thorough help evaluating, I’m optimistically confident the fixes of the last two weeks, may have helped.
Anyway… net/ net… good for now.. & better understanding and grateful for the listening ear and Phil’s help…
And thank you,to both of you.
S. Long,MD
From: Sheryl Long [mailto:sherylml@cox.net]
Sent: Wednesday, November 18, 2015 12:20 PM
To: Naomi Schaefer <NSchaefer@memorialcare.org>
Subject: inability to work effectively.
Hi Naomi,
Wed monitoring .. so for this whole morning at our office, all staff , all PAs, and both doctors in the office, and for me,
working from home, all servers , work and home, all logons… it is so slow it is not acceptable as not really workable for
doctors’ offices.
We try not to call as we trust that you know it’s impossibly slow.. however, in case it is not as obvious on your end… it’s
not acceptable, when this slow, & kicked off several times in the morning.
Not sure you know our first response is often, “ it must be Wednesday, Nautilus must be doing something”

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When we call, we’ve been told, “ a lot of offices run reports on Weds . The slowness , errors and kicked off are
happening all morning long and often the afternoons are sometimes worse.. especially on Wednesdays.
If the system can not allow doctors’ offices to function while reports are run, after 2 years on the new platform then
NEXTGEn has a big problem.
We’ve waited patiently for this to be solved.
So I’m beginning the wed. monitoring formally with you.
Wed 11/ 18/ 15 8am to noon below standard / inadequate for a doctor’s office functioning. Affecting all staff, all
doctors and upsetting to patients.
As always, hoping information for NEXTGEN, & for the new server company is helpful, as you are our voice of grave
concern to those who can and must fix this situation.
Let me know if anything more we can do to help, we’ve given you all our patience for 2 years on many , many
Wednesdays.. This is a very serious problem.
and we remain willing to help as we so appreciate all you do for us.
I am always sorry to bother , ‘cause I know you really care, we are ever grateful, too.
S. Long,MD
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