eClinicalWorks

I changed my small office of 2 providers seeing 2-7 patients a week to eClinicalWorks after being told I would be charged 5.99 per encounter for 6 months then switched to 199/provider with 40 encounter limit anything over was 5.99/encounter. WELL, that not the case. It took over 3 months to go live and I only received a bill for encounter only for 2 months. Then I began receiving a bill for both 5.99 a encounter and 199/provider. WHAT?!!! That is not what I was told nor does that make any sense for a small practice trying to grow and not making enough money pay additional money. I still am having issues with features not working on the system yet I'm paying for them after we have complained several times.

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.

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:

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.

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.