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Tried numerous times to update my password only to answer all their questions over and over to no avail. They were texting me passcodes only with the number showing up invalid. Used it many times fine. Number hasn't changed. Their site does not
Billing: They are very lousy in billing and some times they do double billing. Please check you bill before you pay and keep record. Problem Solving: I have iPad service and they are monthly charging and I have an issue and I can not use it for more than one month. Each time their tech specialist comes and start from beginning and can not fix and they tell now senior person will come and I have same person. They do not want to give credit for what services they are not providing and I have to buy new lap top overnight. Communication: They do not have direct communication and they leave phone number but I could not contact him ever by phone. They want to sell their product but service is not good at all.
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As a previous user mentioned 90% of clicks are unnecessary. It takes way too many steps to complete a task. The medication/prescription portion is terrible for many reasons. Multiple layers of warnings regarding conflicts with dyes, medications they are no longer on and medication interactions for meds they have been on for years. Med lists 15-16 pages long or more as seasonal prn meds are listed multiple times. If a dose is changed the med is listed twice. Historical and current meds are not in different files. It is an absolute mess. This is my sixth EMR and hands down the worst. It is timing out and freezing constantly. To move from one task to another is painfully slow you're staring at the hour glass or spinning wheel throughout the day. I am really thinking of quitting my job due to this EMR. I have to work overtime every day to document.
All users I know believe the "create a ticket" system for your IT problem is a euphemism for gross inefficiency. When you need support to get into your EMR do you want to be contacted back through an international connection (read, can barely hear), by someone who uses English as a second language, 26 hrs after you needed help? I don't. Yes a ticket was created timely that did nothing whatever to solve my problem. I expect to be connected to someone in front of a computer, knowledgeable about their own product, that can help me now, today, pronto, in real-time. If that's what you want too do not buy eClinical Works. Timely support is nonexistent. Try to get up the ladder to someone in the corp to provide your constructive criticism, I couldn't.
In closing my practice it was a terrible experience and extremely costly. In trying to talk with the e-Clinical staff you had to work with somebody probably from India who had no consideration for the practice. All they wanted was the money and dragged things out to get more. One of the surgeons had passed away and closing his records was medico-legally impossible. They would transfer NONE of the records of the entire practice until this was done but this was totally impossible therefore NO records got transferred to anyone patients included. I would NEVER recommend them for EHR company. They are not even deserving of one star.
In the summer of 2020, during the COVID-19 pandemia, I started looking at EMRs for my medical practice to upgrade from Kareo. Two of my staff members mentioned EClinical Works. I called and got the sales team to make me a proposal. I will detail what the proposal and sales team offered and what it ultimately really was:
1) "We will transfer your data from your current EMR to ECW to make the transition seamless". That did not happen, the data transfer was incomplete and ended up being useless, particularly schedules and clinical data. They had assured me that even the clinical notes could be transferred and that was dismissed as impossible by the team on the first day.
2) "We can interface with several hospitals and radiology portals in order to bring the information into the EMR, such as MRI's, etc...". They forgot to mention that each connection had a charge of $5,000.
3) "EPCS for electronic prescriptions will set up right away to be functional during the training period". Four weeks after the go live date and it was still not functional, I never got to use it.
4) They offered a module to document procedures and sedation, called the ASC module. It is new but did not fully interface with the rest of the EMR, making it very difficult to schedule patients and look up previous notes, etc...
5) The training was done on a virtual basis and I can say it was useless.
6) 6 weeks into go live I decided to terminate them and go back to Kareo which I now appreciate immensely after the ECW nightmare. They took two months to respond but they are now charging me full price for those two months. In addition, they have now charged me with a $15,000 termination fee, which is nowhere in the contract.
It takes a long time to get any answers and support. Their own people admit that the satisfaction with the services is down significantly. I advise to not do business with this company.
This is a cautionary note for users. My PCP used this eClinicalWorks patient portal for all correspondence and to share with me my medical records/lab results and data. In August of 2020, my doctor retired and his practice closed. Six months later, I am unable to access my account. eClinicalWorks closed my account and refuses to restore my data loss. My lab data and past correspondence from my doctor is gone. I was very surprised by this, as I was under the impression my records would be maintained for 10 years. eClinicalWorks has told me that record retention is not their responsibility. If a doctor retires, your portal account is removed. In their words: "...as advised, we do not have any access or control over the patients' medical records or reactivating profile. We request you to reach out to the doctor to get any copy of the medical records." I cannot reach out to my doctor because he has retired!
My background- have been primarily using ECW in two offices since 2012. I am physician and the primary decision maker regarding IT purchases and implantation. I also currently or have previously used Medplexus, Dr. Chrono, Athena, Epic, and Mod Med.
1. Customer service- the majority of team seems to be in India. For any system down issue, you get help within 5 minutes. For general tickets for other issues, you get a call within 1-2 hours of placing the ticket. I like the online ticket process. I give the quality of support 5/5. Good videos to learn on your own time also. They all have accents but English is the primary language of India, and is easy to understand. There is good follow through to make sure your questions were answered.
2. Project manager- every office gets two contacts for any big issues. I have had an excellent experience
3. Costs- no surprise billing. Charges are reasonable and low and predictable. I do not like that they still charge $0.10 per outgoing text however. But there are many workarounds for that SMS costs.
4. Uptime- per year I think 99.9% up. They average 30 -60 minutes downtime per year. That’s pretty good.
5. Clinician point of view- very easy to use. All EMR have many required clicks. ECW is not more than the rest. The more you use it, you will find shortcuts. Personally I love it.
6. Billing- very good software for tracking and easy to learn.
7. Patient portal very easy for patients to use.
8. Self scheduling system works great for patients. Does not require a patient portal login to be used. Very easy setup.
10. Telemedicine - good product but I personally do not use it. I use Doxy.me which is free.
12. Kiosks- amazing and helps streamline check in process and reduces the staff requirements for checking in. Also it takes payments and copays and imports questions/answers into the EHR
13. Secuirty - we use SAAS. Works great. No issues.
14. There are two versions- EXE version and the Chrome version. Both are good. I prefer the EXE version.
15. Cons- their API is behind. Integrations are expensive if needed. Sms costs $0.10 each.
This is my fourth ehr I have used and this is by far the worst. I thought Athena was bad, but this appears to be written by software engineers who were clueless about what clinicians needed. About 90% of the clicks should be eliminated. I was not consulted by our medical group about buying this product or I would have warned them. Awful product.
Throughout the process, eCW was informed our office was exclusively Mac. After any hiccup during presentations for sales or training, "Just create a ticket. We will show the functionality on a PC. Since you are cloud-based it will work the same." Multiple functions are not working. Months later, they are still responding, "We need some time to fix." Or, "Purchase a PC." How about they just deliver on what they promised. It is NOT Mac-compatible.
eClinicalWorks author review by Jeffery Daigrepont
Founded in 1999 to streamline the communication flow from the doctor’s office to the pharmacy, eClinicalWorks helps communication travel across the healthcare industry with ease. Now eClinicalWorks is one of the leading medical software solutions that lets health care providers work as efficiently as possible.
Support: Support for eClinicalWorks is available 24/7. Professionals are standing by to fix most problems as soon as they occur.
Easy to use: With an easy-to-use system that doesn’t require much training to master, eClinicalWorks is helpful to small practices with a small budget.
EHR and practice management: A full suite of EHR and practice management solutions is available from eClinicalWorks. From digital records to cloud-based management software, you’ll have everything you need to keep your practice running.
Free conversion: Your existing EHR system is converted to a new eClinicalWorks system for free. Professionals will make sure every bit of information transfers so nothing gets lost.
Pricing: Three different pricing models are available from eClinicalWorks. For the EHR only, a practice pays $449 per month. For both EHR and practice management solutions, a practice pays $599 per month. Last, you can purchase a revenue cycle management service. This offering costs 2.9 percent of your practice’s earnings.
eClinicalWorks Company Information
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- Year Founded:
- 2 Technology Drive
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- United States
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