In June 2013, NCMS already knew the transition from HP’s legacy Medicaid claims system to CSC’s NCTracks would present challenges for physicians across the state. So in advance of the July 1 go-live date, NCMS launched its NCTracks Trouble Log, a straightforward web-based form designed to allow medical practices to report their problems to us with ease.
We didn’t realize at the time how critical this tool would become over the next six months, especially. In the troubled early days of NCTracks, our Trouble Log was flooded with responses, ranging from incredibly detailed accounts of system failures to desperate pleas for help. Physician practices, hospital systems, dentists, chiropractors and other provider types used the Trouble Log to share their experiences.
This data allowed NCMS to identify common problems with the system and report those to CSC and NCDHHS for resolution. It also allowed us to escalate urgent problems immediately and ensure that medical practices in dire need received immediate attention. To date the Log received 200 separate complaints involving thousands of doctors and patients.
Having served its purpose (and then some!) we are decommissioning the Trouble Log and removing it from our website, a year-and-a-half after its launch. Our NCTracks advocacy efforts, of course, will continue, as there are still many folks out there experiencing problems and many system improvements that CSC has forthcoming. Please continue to notify us about difficulties you encounter by emailing or calling Belinda McKoy, NCMS Solution Center Coordinator, 919-833-3836 X142.
