eClinicalWorks Reviews

After several messages back and forth and them clearly not understanding the question, they messaged me back saying they found no way to disable the Send button from our Send window. WHAT?! We never asked to remove any buttons. This should have been an interface level setting, not preventing anyone from sending any orders. I finally got tired of wasting energy talking to them and told them to close the ticket because this clearly was not possible. Then I get an email that the ticket was closed because the problem was resolved. It was not resolved. I feel like if we could speak to native English speakers, we would have received more help.

As for the implementation. I just got back from my doctor’s office. No less than 5 other patients in the waiting room are bitching about what is going on. And my doctor is so angry he wouldn’t even speak to me. Told me he has no time for it and has no control over how you have implemented the application anyway. If my doctor can’t push back, I will. Believe me, I am not finished yet. I am going to find out who I can write to to bubble this up. I hate to see the doctor and his staff bear the brunt of this without any control. If I were him, I’d fire you right now.

Technical support? Another very poor support organization from an implementation standpoint. You don’t give the practice staff access to the application in advance so that they can test from a patient perspective and be able to support their patients? As a matter of fact, who from your organization has tested from an actual patient perspective? You think you are so technically savvy you know better? You push people toward smart device implementation. Not everyone uses or has a cell phone. How is the communication supposed to work for those people or did you even bother to take that into consideration?

You send out email to patients in advance of the implementation saying “your practice will provide user ID and password” when in fact that was a lie. And if you had involved the practice, they could have told you so. I only know how to workaround your bad information because I know how to get the user ID and password for myself via links for forgetting user ID and password. There is no excuse for a rollout like this. We patients were never given a heads up ahead of time that this was coming. And it wasn’t even announced by the practice, you did it.

No consultant between the vendor (you people), and the practice far ahead of implementation. You roll out in big bang fashion rather than a few patients who are selected ahead of time to UAT test. If you tested your processes ahead of time you would know the amount of misery you’ve caused patients and the practice. You took absolutely no view of the endpoint people you are dealing with. Some are older. They are not stupid. But yet this application, and your implementation have made them feel that way. I am getting communications from every channel possible. Text, email. It is ridiculous.

There are different types of scheduled visits. One with the physician and one for shots. There is no excuse why in communications you cannot differentiate between the two. Further you need to understand how the flow of the work goes on shot days, the confirmation so that medicine can be mixed, and the questions that need to be asked prior to the mix. If you are going to automate communications, they you need to do it fully. Not this constant back and forth between the patient and the practice.

You people should be ashamed of yourselves. And like I said, I will find out who I can write to to bubble this up. THIS IS A DUMPSTER FIRE. I am seriously considering finding a new doctor. One half of how I select a physician comes from their competence and how the practice is managed. Right now, all is in question for me.

To: **

Subject: Re: Help : FW: Reply to your comment on Android app \'healow\' Case# 13429516 || APU ID 0 - healow consumer support

Hello,

Thank you for your reply.

We hope that your messages related concern is resolved. Also, to verify the insurance information or to update it, we highly recommend you contact the practice as only they have authority to update it. Please be informed that we are from the technical support team and we do not have authority to validate or to update any of the patient information.

Hope this helps.

Regards,

Harshith **,

The worst was when we were when seeking to discontinue the service and get the medical record data for later usage purposes, we were told we would have "Lock" close to 20, 000 notes individually before the date could be transferred. They purposefully made it so we could could not lock the notes all together or in a batch, and required us to individually go into each note to do this. With no bathroom or food breaks, this was estimated to take one week, at 90 seconds per note. This was to avoid a $1000 charge for the company to do this, on top of the approx $900 they were trying to extort from us to provide the data in the first place. This company is a scam, relies too much on immigrant workers from India to do their bidding, and is a heartless, soulless endeavor that does not care about their customers, providers or patients. STAY FAR AWAY.!!