About Practice Fusion
Overall Satisfaction Rating
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We have set up two appointments which were confirmed to have a telephone consultation with our rep as we are unable to eat prescribe controlled substances and need help with MIPS. Each time the appointments were confirmed and we called the rep several times at the appointed time left messages and called the general number for Practice Fusion left messages with no response. We are disgusted, annoyed, frustrated and angry. If they are unable to keep the appointment they can send us a quick email which they never do so we have scheduled everything around those appointments and no help and we are not getting responses.
How does one describe useless. The UI is a disaster. Guaranteed to foster errors. Finding the simplest results, such as X-Ray report takes multiple clicks.
Discovering a schedule is also takes multiple clicks. I could go on and on. I had used Medgen in the past, much better. (The decision for Practice Fusion was not mine). This program is cheap and shows it. Suffice it to say that this is less user friendly than the VA CPRS.
Worst, slowest customer service I've ever encountered. They should be embarrassed. They screwed up my prescribing credentials and it took 10 days, multiple unanswered emails and phone calls with 3 hour wait times.
Not happy with the software. I am not using it for the notes, though. The orders are bulky and there are many repetitions. Lots of older medications that the pharmacies don't carry. However, their online customer service is really poor. Obviously, they use robots, so the answer would usually be, "someone will contact you". And then no one does. But they never forget to add a sales offer for another product! So far I have not received a single decent answer. I have to second-guess everything myself.
My frustration like others is about their poor customer service. We were made to wait 1.5 hours before being connected to a rep! And this is not first time. In spite of the wait the support team could not help us resolve the issue with lab integration. The practice manager for our office is equally difficult to get in touch. I would not recommend PF to anyone.
My Electronic Controlled Substance Prescribing system through Practice Fusion suddenly stopped working 3 weeks ago. As a collective, the office staff and myself have done every trouble-shooting activity imaginable. Everything shows that my ECSP system is fine and I am verified/etc. I used it for months with issues - but at least it sent the scripts eventually.
I've literally waited 3 weeks now to get help for my issue and still have had absolutely NO response from anyone there. I have filled out 8 help request tickets, called numerous times, and twice waited on the help line - once for almost 2 hours, once for 3 hours... Yes, I said HOURS!! And that is not unusual. If you need help - you WILL WAIT FOR minimum of an HOUR - plus any and every time you call - no matter what the reason!!
The service is absolutely ridiculous. You feel like you don't even remotely matter - your time is not worth crap to Practice Fusion. And the system itself is not user friendly, and not created for anything or anyone outside the very basic primary care office. I've put up with it as it wasnt my choice - but now that I know what I know, I will assure Practice Fusion is NOT renewed. I literally cannot even send a prescription for my patients. It makes it all pretty useless!! I plan to share my experience with as many other medical providers and others as I can. Words cant begin to define how frustrated, disappointed, and inferiorated I am at Practice Fusion's utter disregard for people's time and their needs. It's beyond unprofessional - It's negligent. Seriously.
I have called the customer service line at 415-346-7700. They keep telling me that my call is important but I was on hold for almost 45 minutes. We are a small private practice and cannot afford that kind of wait times but we needed help to set up our messaging services, so no choice but to wait. I had to hang up after almost 45 minutes of wait. I would email but their turn-around time is worse.
Had contacted PF customer service by phone on 2 occasions to cancel annual subscription well before closing our practice & still paid for 4 months after the fact & now they will not honor the verbal cancellation & still charging us and refuse to cancel saying my account is past due 3 months & until it's paid they will not cancel. Unfair business as I see, it and how convenient that they didn't ticket the call for the subscription but they did note a different concern I had. Who else can we complain about this and make them stop.
Practice Fusion has a decent layout and fairly intuitive, but has the worst customer service of ANY company that I have ever used. Once you purchase the service you are pretty much on your own. Beware.
I signed up for Practice Fusion on March 21st 2019. Due to pending litigation I was forced to delay the opening of my clinic and sent in an email as well as physical copy of cancellation notice on April 10th (well within the 30 day time window for cancellation without charge. Despite several attempts to cancel service, The company continues to bill me citing I had a year long obligation even though their contract clearly states that I can cancel within the first 30 days of signing up without any obligations.
I recently received a notice that my account is being sent to collections in June 2019. I am trying to reach the company to find out why I am still being charged without any response from them. It seems their business model is to sign people up and keep charging them even after cancellation on one pretext or another. Horrible customer service and business practice! Judging by other customer reviews of bad quality product I would dissuade anyone from signing up for their subscription software! Suresh
3 days ago, suddenly the superbill section will not correctly load rates and reflect payment...when I try to print up a bill for a patient, all the number areas a zeros. Put in a request, they said it was resolved. It's not. I keep trying each day and no go. Got an email returned from my contact at PF and she said it's a "known issue and the tech engineers are working on it"...sounds like a familiar response when reading other recent complaints above. Super disappointed. I've had PF for over 2 years and I just don't understand how it suddenly doesn't work right. I'm fee for service...I need to generate superbills.
Have been trying to work with Practice Fusion for three weeks now regarding ID.me. I have spent at least 10 hours trying to get verified with the new vendor Practice Fusion choose for e-prescribing controlled substances. I have been prescribing controlled substances for over three years without much issue via PF. When PF switched there was minimal warning and then absolutely no assistance.
I attempted to tell Practice Fusion that ID.me couldn't verify me because ID.me wanted to send a security code to my home phone. My home phone is a landline that can't handle texts. ID.me refused to verify me. So PF decided that they were going to reset my medical credentials and have me completely re-verify my identity. ID.me still states that my phone number can't be verified and wants to use my landline instead, and now I can't e-prescribe anything. We have spent hours on this issue with Practice Fusion stating that they have never seen this issue before.
Meanwhile I am paying for a service that doesn't work and that I feel stuck with. PF refuses to talk with ID.me about correcting the phone number on their end. ID.me can't be contacted at all. When I tried I got ads for Walmart discounts. PF even told me that maybe I should change my phone number. - In response to a positive review below, PF is horrible. About 5 years ago customer service replied to my complaint "what do you expect from a free product?" Even PF knows it is a horrible product.
Have left 2 voicemails and 3 email messages with no response except automated emails. Sat on hold for one hour and finally had to hang up. Last 2 phone calls voicemail would not even let me leave a message. I will be looking for another EHR.
Reading the other complaints, mine are the same. Calling customer service 45 min wait! I have to see patients, not wait on hold. Every error lately we are told this is a known issue. The sending of controlled prescriptions does take 2 tries. This is SO TIME CONSUMING! For 4 months, this is a known problem!?! Today, it's can't verify eligibility electronically. Have been told this is also a known problem. Last week, the schedule instead of M, T, W, T, F it said, "This, Then, Saddle." Every time, we are told to clear the cache, cookies, use Chrome, use incognito. I've been using PF for almost 3 years and I've got this part down. It's not user error, it's PF errors. I've also asked that updates be emailed out and was told to check their update section which is about 10 clicks away. Honestly, this is also time consuming when I'm busy sending prescriptions twice! For such a basic, and this is a basic program, paying $100 a month, I'm really disappointed.
I have been trying to reach their customer service because I'm not able to send e-prescriptions. They did not respond to the email I sent a few days ago, so I called them today. I've been on hold for over 50 minutes and "my current position" in their queue is 7. It is clear they do not care about physicians, since they do not even have a dedicated phone line for customer service (the voicemail greeting you hear when you call them lists 5 options from "lab partners" to patients before it gets to "customer service.") If you are planning to sign a contract with PF, just don't. It may be cheaper compared to other options, but when things go wrong it will cost you so much more in terms of time spent on pharmacy calls, dissatisfied patients, and their negligent, understaffed, so-called customer service.
I used Practice Fusion since 2009, and recently became a paid subscriber to continue to use its e-prescribing and EPCS. The EMR support has always been spotty, and it only got worse since it became a paid EMR. The authentication bug with VIP Access app would require one to type in the code twice for every order - otherwise it would hourglass incessantly - and occasionally EPCS would go down completely with no warning and any information from PF (and no ETA when it would be fixed). PF is aware of the above issue but has not been capable of fixing it for the past 6 months. Either they don't have capable developers or refuse to correct the problem - don't know what is worse. I have been using this EMR for years, but will be jumping ship after the contract expires.
My experience is similar to most of the other reviewers here. I used the free version of PF, which was fine but since I signed up for monthly subscriptions, the quality of customer service totally disappeared. They simply cannot be reached for any form of assistance!!! I am changing my EHR for this reason but I have to stay until my contract is due.
I used Practice Fusion for years and though they weren't perfect they actually had decent customer service. I recently started a subscription service with EPCS with Practice Fusion and I'm fed up with the changes to their customer service. No CHAT is ever available and they respond to emails with an automated response that rarely leads anywhere. I called finally and I'm still on phone waiting for them to answer--apparently there were 25 people ahead of me. It's been over an hour and I'm down to position 4... I don't know what happened to PF but they went way downhill after payment started. Much better when PF was free.
ALMOST NON-EXISTENT customer support. Almost never can you resolve an issue by phone and everything is mainly done by email. I am still waiting for a resolution on a problem I emailed about 6 months ago. They function on the "peter principle", meaning that one agent doesn't have a comprehensive understanding of troubleshooting needs. I have moved on...and so should you.
This company is fraudulent and scams customers into subscriptions based on entirely false claims. I was blatantly lied to about capabilities I required from the software and as soon as I purchased the annual subscription, I was told during a "demo/tutoring session" those capabilities did not exist. I immediately purchased another EHR which was necessary for my practice, and was unable to ever use Practice Fusion a single time. I spent months and hours on end attempting to reach customer service, and was then repeatedly lied to, misinformed, and provided with more false promises and "deadlines" to resolve the issue with an early termination and refund. I gave them one last opportunity to resolve the issue and despite already promising to fix it, then refused to and. I am now escalating this into a formal dispute through all avenues. This company is a SCAM. Beware!
We accidentally signed up for two practitioners and they would not discontinue the extra user. They charged me the full term even though I am not using their product! Total of $1200 for the extra user account that is just sitting there. Before when it was free they would respond to phone call immediately but now it took me 23 min to talk to someone who refused to let me talk to the manager even when I said I am dissatisfied and would like to leave. Soon as they lock you in they treat you.
It's obvious they wanted they provided good service initially to build users then sell the company just for profit and give terrible customer service. They use to have good customer service before but soon as you sign the contract they treat you like garbage. Their software isn't that great either. The quick text often comes up jumbled or text appears randomly highlighted and bold. Pay a little extra and go to a more reputable company. P.s. The customer service rep that I spoke to was Hannah who refused to let me talk to a supervisor. She kept saying there is nothing she can do and I can't put a proper complaint with the company.
Our practice have used Practice Fusion for many years. It was a good free EHR system. However, since we started to pay the monthly fee on June 2018, the customer service is worse than before. When we call, the wait time is long, and the customer representatives are not as friendly and knowable as before. We hope managers aware it and make some changes.
Platform is outdated. Problems with program: 1. Ads at the bottom of screen and require expansion of full screen for it to pop to the right. 2. Paid subscription that still has ads. 3. No text reminders for clients. 4. No individual schedules for each user. 5. Lacks flexibility and has a "one size fits all" mentality with each user. 6. Ads are so annoying and standard business practices are that when one pays for the service, ads are not included. 7. Customer service is ONLY via chat. Absolutely no phone contact. 8. Former subscriber to Counsol.com and they had an account rep so I was in touch with the same person via email or phone every time I needed assistance. Due to changing practices, I am now using the Practice Fusion and it is an extremely limited platform.
This EMR system used to be free and now they charge for each provider, it is ok if their customer service would be good, very poor customer service, I am thinking to change it to a different EMR system.
We have been using Practice Fusion for many years, and have recently switched to the subscription version. While we would have been happier keeping it free, we are very satisfied with the EMR, and have had no serious problems with it. I had to leave this positive review because I feel that the negative reviews are not the normal experience with this EMR. We have recommended Practice Fusion to every colleague.
I have been trying to get registered for an account with Practice Fusion for over three weeks. When they send the access for me the registration link does not come up. I have tried calling the customer service line and no one can help me. Then submit tickets that no one responds to. Occasionally I get emails saying they are happy that my problem is solved. When I respond that my problem is still on going they no longer email back. It is an incredibly frustrating feedback loop. The fact that people are rallying on this company to partner with to provide safe and reliable healthcare is scary. So far I am three weeks behind in getting patient care documented.
This system is so cumbersome that it will easily add another two hours to your day. Nothing seems to work seamlessly. Numerous keystrokes are required to achieve simple repetitive tasks that should be easily automated. This program will cost you immensely for its free charge.
While the program is easy and basic their customer service is AWFUL. They will answer nothing except by a "ticket" and through email. It takes forever to have ANY question answered. Each question requires a ticket. Not at all user-friendly more responsive to their customers and I see many reviews with the same complaints.
I have email evidence of customer service contact of Practice Fusion on May 25 because of a failure of their registration system for electronic prescribing controlled substances EPCS. I have a trail of subsequent emails which they have not responded to or have sent back automatic responses that confirm they have not read my emails. The effort to contact them actually started 2 weeks previously because the tab on their website that enables you to send them a complaint ticket was not working. While practice fusion is a free service this is completely unacceptable for a service for medical doctors who are trying to serve the public.
We signed up with Practice Fusion so that we can receive referrals from other providers. We are attempting to understand the network of providers in our area that use Practice Fusion so that we can more closely identify and network with those providers. PF provides no ability to identify or locate other users. I was told, in a 30 minute conversation with their support desk, that this wasn't a goal or function of their system. So apparently they have no interest in promoting e-prescribing and connecting providers. They expect providers to already have all of their connections in place... Hardly. Isn't that the goal of a quality EHR system? Wouldn't they want to foment collaboration and assist providers in connecting? Wouldn't this potentially grow their user base? Apparently not.
Practice Fusion Company Information
- Company Name:
- Practice Fusion
- 650 Townsend Street Suite 500
- 650 Townsend Street Suite 500
- Postal Code:
- United States
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