eClinicalWorks Reviews

RUN AWAY! As an independent provider, I fell for the lies of the eCW team which frankly so far has been the worst decision of my professional life. It destroyed about quarter million of income in 6 months. I had to take loans of up to 50% interest rate to get by. I strongly recommend against eCW. I believe its executives must be prosecuted legally. Shame on them!

Terrible company. I have been a customer for over 10 years. Their agent was to remove a provider. Never bothered to do so. I updated my automatic payment. Turns out, I was continually billed. I had to pay nearly $1000.00 to get the provider removed because they never did so. Never would adjust the account. Greedy. DO NOT USE THIS COMPANY!

I was at first attracted by ECW as it is competitively priced and flat-rate pricing rather than a percentage. It has good functionality for record keeping and e-prescribing which is all I needed as I had in-house billing. I am greatly disappointed in appalling customer service as I sold my company in its entirety and paid upwards of 10k for the data transfer and cancellation but the cancellation specialist avoids my calls and my representative and his boss say they are unable to cancel my services. I am in a 3 year noncompete and sold my practice more than 10 months ago. I even had an attorney send a demand letter for refund of billing since March and he is unable to reach anyone. I am not under contract and am still attempting to discontinue service and even had to close the Bank Account.

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.

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.

User of ECW for 3 years now.... Worst EHR in the industry. Overly pricey and the customer support is useless. Every division of this company is divided and no two employees much less divisions are on the same page. Redundancies riddle throughout their processes. To solve an issue you have to ask 3-4 different employees minimum as no one truly understands how the software is supposed to work with other components of software. Never trust the first person you speak with. All support personal is outsourced and I am yet to speak with one employee who has a solid grasp of the healthcare industry in United States, creating an even larger disconnect when trying to work through solutions. As an office administrator, feel completely trapped in this software. Would pay tens of thousands to go back in time and implement Epic or one of the truly solid EHR programs. SO BAD.

I have been working exclusively with eClinicalWorks V.11e for the pst 2 years. I am certified health data informatics consultant with over 20 years experience in my field and have worked with Epic, Cerner, Open EMR, to name a few. eClinicalworks is by far the most difficult system I have worked with in terms of being able to verify its data. I have asked numerous times for help verifying data among its own EMR reports and have been told by their tech support that verifying data from within the EMR cannot be verified through any of its EBO reports, which is completely absurd to me. It indicates to me that the reporting system is flawed. I have, at any given time, at least 10 open tickets regarding data report issues and I would never recommend purchasing eclinicalworks... And don't even start me on their customer service processes!

We were down for 12 hours once because they didn't understand we were having an interface problem. Even though we logged a ticket saying we were down. It took 15+ emails just to have someone look into the issue. We have now stopped using eCW and moved to a different EMR. They now have our data and continue to charge us full price for the Cloud version even though we are not using it. No negotiation. We are paying full price for an EMR we are not using, just to keep our data from being erased. We are looking to archive the data soon, but it takes time.

I see complaints, but I have not experienced what others have. I have used eClinicalWorks since 2007. It’s got lots of bells and whistles. It’s not perfect but I like it. You need to know how to program it to do what you want. Also it need to be integrated with other software to make it enjoyable. Something good costs money and you have to pay. Service is prompt, as fast as 10 minutes to end of day. If it’s serious it’s within minutes. I once called at 2 am and got a call back in 10 minutes. That’s great. I love the support. The program is superb with Dragon and Scribe. Templates are good and you have to make your own. I would not change it.

I have seen most reviews talking about the support staff. They are a wreck, their India support staff just does not understand anything about medical but have no idea how their software works. I have been dealing with eClinical since 2007. I will say that after all this time, we have come up with our own process and have a very good history in billing and AR on ECW.

This software appears to have been designed with the complete absence of any input from a physician. There is no consistency to the way various functions are performed - as if each component of this program - entering chart information, documenting a message, writing a prescription were designed by a different programmer who never consulted with other coworkers to unify the program - therefore there is almost a completely new learning curve for each function. No two functions are performed in a uniform manner. Additionally, the program is out of sync with the way most physicians think. It is possible for progress notes, anything beyond that function is a disorganized mess. I would strongly recommend spending time in the office of someone unfortunate to have already purchased this software before ever considering buying it.

The startup fee and the maintenance fee is relatively high. After paying and setting it up, even though you pay a lot for the training and for maintenance support, they do very little to help. Every help you need, you have to generate a ticket before they will call you at least a day later. When they do contact you, they usually don't know what the problem is and tell you it is not on their end. You ask if it could be another issue and they tell you that the question is different and that you have to generate another ticket and wait for a call. They will not answer anything else and it is a ticket a question. Their support is very inefficient. One time, they needed to update their system and they asked to have access to our computers so they connected remotely. They did it late in the day and even though they run on East Coast time, they updated the system after my office had closed on the west coast. I allowed them access and closed up the office.

We are a specialty practice therefore not all things that pertain to PCP pertain to us. We were sold on functions that we were told would work for our current workflow, promised build outs for rounding tools etc. Nothing has been delivered. Of course nothing is their fault, it's all on us, our drivers, equipment (which most all has been upgraded in the last 3 years max), or us not doing what we were trained. I spent over 80+ hours training between the Super User training, on site training with all employees, reports training etc... I have this system down.

I support this application as a full integrated IT Admin User. This company is a wreck!! Their "support" staff are completely incompetent, and every time I open a ticket, I have to explain in detail (even though I put all the detail in the case notes initially) what the issue is. Half the time, they can't understand you and they don't even truly understand their own best practice workflows... WHATEVER YOU DO- DON'T GO ON VERSION SP2.5.12.2. Once you do, they revoke your Remote Desktop Access even if you aren't using the web version of the SP2.5.12.2.

We upgraded to version 10.0.80 and have experienced myriad problems. One of the most frustrating is having the entire system lock up on one of our check-in computers... Patient lookup fails, the hub disappears, the race selection screen will go blank. Tech support told me it was due to a driver issue on my Fujitsu scanner. So, they updated the drivers and said I would have no more problems. Next day, same problems. Now I'm told that my DocketPort667 card scanner isn't supported in the new version of eCW. This explanation doesn't hold water since the same card scanner is attached to another front desk computer and works just fine. When I asked why it would work 100% of the time on one computer and to varying degrees on a different computer, there is no answer.

Disorganized mess. There is absolutely zero accountability with this company. If there is a problem it takes about 30 minutes to let them know because of their horrible ticketing system. Then once the problem is received, the chances of getting it resolved is extremely low. This company boasts Fortune 5000, best in industry. No way that's possible. Most companies in that league wouldn't treat customers the way they do. I personally feel that all they want is to grow, and exit with a massive sellout. They could care less about the people using their product.

PQRS is a measure of reporting that Medicare uses to reduce a doctor's reimbursement if you don't meet specific criteria through the EMR reporting system. We have been with ECW since 2007 and have continuously experienced poor customer service. There have been times of excellent customer service, but for the most part everyone follows a script and if your problem doesn't fit, getting resolution is painfully slow or non-existent. In the case of PQRS, they failed to set us up accurately for 2016 reporting.

Constant computer freezes, very bad support services. Support will not resolve any issues, dismal efficiency for a busy medical office. Stay away from this software it will only give you headaches and lose you valuable time patient and crucial patient data.

I have repeatedly been declined log in after meticulous creation of an online account and saving of password. I have no such problems at dozens of other secure accounts. Attempts to log in to my personal Sentara medical records through eClinicalWorks results in frozen account. This has happened repeatedly. I cannot imagine why Sentara continue to use this product.

I work for very small medical office. The office has used the EMR from 2010 to present. The system is plagued with many bugs and it seems that every time they fix something they charge you. And if you challenge the added fee they put you on support hold and refuses to fix the problems. And unless you pay they refuse to fix anything. Recently, as a result of the CMS rule vis-a-vis the Affordable Care Act, the company has used the fact that medical practices have to implement an EMR by 1 October 2015, refusing to fix any issues unless you pay for things that you have not authorized. We requested ECW to upgrade our system in 2014 to version 10 in order to activate the Meaningful use dashboard and also the Practice Management portion of the application which has a billing component.

I am a psychiatrist with one to two other providers. We have been using the ECW for over 2 years and still have issues. There are so many issues with this software and very user unfriendly, like losing the family history or social history from one visit to the other. And if you chat with them, it takes them a long time to understand the problem and they ask you to get a ticket. They are fast with calling you but 90% of the time the answer is "that is how the system works and there is no solution to your question." Our experience in nutshell: Frustrating, time consuming and I absolutely do not recommend them. We are looking for another software.