eClinicalWorks

If you are still using a local server, switch to the cloud or stop complaining. The reviews from IT guys issuing local servers are misleading because they should be advising you to use the cloud and toss the server.

I cannot emphasize how good the Billing software is and how much time is saved by using HEALOW SELF SCHEDULING SYSTEM. Patients no longer need to call to make appointments. They do it themselves directly into your Scheduler. Also the kiosk is simply the best one out there for all that it does to retain your cash flow and reduce staffing requirements.

The customer service portal is top notch. You will get answer For even the most mundane questions within 24 hours. They tech support speaks English and are knowledgeable. True emergencies (rare) are handled within minutes.

The negative reworks on Thai site are from IT people who ARE NOT NEEDED IF YOU USE THE CLOUD VERSION (save yourself some cash by not budgeting for local server needs) or are generic negative reviews probably from competitors.

ECW is a horrifying amalgamation, a labyrinthian UI that demands 15 clicks when two would have done. Each new screen is organized and responds differently than the last, making it especially unintuitive for new staff to master. I've found at least 4 different types of search bars, none of which function in the same way. The program crashes frequently, and occasionally goes through fits of slowdown that make it impossible to enter even basic social history comments. Faxing is a mess, uploading documents is comically tedious, there is NO way to alphabetize or organize medication lists (nor is the system capable of recognizing duplicate entries by brand and generic name). Templates, while nice in theory, fall short in capability. ECW will occasionally fail to print sections of a progress note, and doesn't play nice with other EHR systems (and in my case, doesn't even have cross-compatibility or the ability to import and export patient information with the eClinicalWorks systems of other clinics).

The program looks and function like it was designed by a committee of nonclinical staff around 1998, and then never updated. Literally anyone with clinical experience who spend 5 minutes playing with this thing would be immediately turned off by it, and so I can only conclude that my workplace didn't involve the staff who'd actually be using the software when making this purchase. I have to assume it's only merit was that it was probably the cheapest option.

I have been in healthcare (physician) 30 years and using office EHR since 2012. Possible EHR prior. Experience with 5 different systems. Each eCW revision gets worse (and they tell us that its better, reminds me of Microsoft Vista). They keep adding features without fixing the basics. They have tripled the number of steps for each task and have at least doubled the work to accomplish the same office visit charting from 2018. Pushing out updates without satisfactory beta site testing and causing disasters for the users. Cannot call for help and wait. Must put in a ticket for each occurrence, request call back and good luck. Often receive an email stating "we have tried to contact you multiple times unsuccessfully, thus we are closing the case". They have my cell phone number! I answer my cell phone. They must get paid for each case to close because the underlying theme is we do not fix the problem, but we close the case. Basic program properties have not been remedied for over 4 years despite uproar and complaints noted by the customers at the annual meetings. Keep adding features but the basic function is dysfunctional. Its analogous to purchasing a Yugo with scores of features and options, but the vehicle will not start. They do not understand that accomplishing simple patient encounters efficiently is more important than population health or any other advanced feature. I have cannot tell you how many times I have raised the issues with this company and received a response "we are aware of the problem and we are working on it". I hope that one day the principles that control and design the system have a medical emergency and before the defibrillator can be used the paramedics have to go through the desultory, unnecessary, redundant and time-consuming steps imposed by eCW for patient encounters. By the time they finish, someone will have already pulled the sheet up over the victim face.

I have had to work in my office with this system for over 10 years. I have NEVER been really satisfied with it but after the most recent upgrade, it is pretty abysmal. I have personally put in several tickets and have had to block my schedule in order to talk with a rep, who ended up not calling me at the scheduled time- so this cost my practice revenue for that blocked time for nothing. After getting in touch, FINALLY - I went through the problem, only to have them tell me that it really can't be happening and sorry, they can't do anything about several of the issues - which, mind you, include being able to use the term "vial" or "bottle" or "pen" for insulin because, apparently, those aren't recognized international units - I gather elsewhere must use magical osmosis to get insulin into their patients! I can't write any note to patients at the bottom of a lab letter and when the labs get assigned to the wrong provider (happens a lot) and I move it to me (the ACTUAL provider), the signature of the reviewing provider stays with the wrong one (that is what they say isn't really happening, when it does EVERYDAY! I am beyond frustrated with their basic brushing off and negating criticism - "it must be me and I clearly don't know what I am doing" not to mention their lack of respect for my time in ignoring scheduled appt times. I am now pushing my practice to get another system ASAP as I am SICK of this garbage!

Working with ECW is a nightmare. I've never used a more user unfriendly, non intuitive EMR besides Meditech. ECW sucks and makes working as a provider even more time consuming and difficult.

Whenever there is an upgrade... it has been a joke... actually it is a DOWNGrade... incompetent staff

As I slog through my 4th year on this program, I rue the day that we signed on. As in the movie, Ruthless People, I feel we have been kidnapped by K-Mart. Very cheap. For instance, looking for "Depression" on the ICD-10 search yields one irrelevant hit. A good database would have a shadow index of related terms, butbthis is a simple literal search like is built into ever OS ever made. Cheap! In fact, when they take over the screen when doing customer support, they use a freeware version of TightVNC, rather than have a paid and secure in house version. Cheap! The company can be responsive but not usually helpful. The program functions like a disorganized toolbox where you dumped hundreds of odd-sized unrelated tools. With effort you can sift through and MAYBE build a workable system, but it depends FAR TOO MUCH on operator knowledge and effort. A good ergonomic system would ANTICIPATE the next move. But the software is designed with programmers in mind. Zillions of stupid modal dialogs. When you spell check (the spell checker HAS SPELLING ERRORS IN IT!) the dialog comes up: You will lose formatting... Well, DUH! I have seen that dialog so many times I want to bill them for the effort. Add 2 seconds x 10 times a note x 20 notes a day x 4 years. At least 2 weeks of lost BILLABLE time! Stay clear away from this poor excuse for a program, or abandon hope!

Cannot login anymore and provider told me to call them directly. Indian guy told me they cannot help, and I need to call my provider. WTF!

Very poor service and they bascially do not care. Their cloud server service is very slow. I would not recommned to any provider

THIS IS THE WORST PROGRAM I HAVE EVER WORKED WITH, NOT USER FRIENDLY AT ALL. YOU HAVE TO JUMP THROUGH 10 HOPS TO GET TO 1 THING.

I provide IT support for a medical office and I often need to contact eClinicalWorks for support of their product. I can appreciate a hard-working individual as well as someone trying to communicate in English when it's not their native language, as I have had to do with Russian... however, a support help desk providing technical/product support for US companies with virtually ALL of their employees being incredibly difficult to understand just is NOT good business. I am bi-lingual, so I understand how important it is to listen carefully when someone is attempting to speak English when it's not their native tongue... but when I reach a pause in a conversation with eCW support and I can't even tell if the support person has asked me a question or if they are making a statement?!?!?!?... well, needless to say, I totally understand why all those in my nearby IT community HATE dealing with support from eClinicalWorks! There is also a cultural difference to deal with as well. That may not seem to come into play, but understanding people, work ethic as well as general expectations can just all be totally different with people from another country. I am also surprised that eCW support's primary mode of remote connection seems to be lower-class/free connection methods such as VNC, TeamViewer, Join.me. While these work GREAT for what their intended purpose is, I would expect a company of eCW's size to employ a more robust and centralized option like LogMeIn Rescue or some unified simplified method of remote connection that can be gained through their website. In the end, it seems VERY apparent that eCW is more about saving money, than taking care of the client. Their support is extremely difficult to understand and is your typical POSTER CHILD for why Americans HATE to speak with an off-shore help desk!

I do medical I. T, Hardware Support for several medical offices. We support hardware for a variety of EMR software vendors. We had a server crash and the support personnel went through the new server and gave me BS about they do not support AMD processor based servers, only Intel servers they will support. They then proceed to show me their specs of a single Xenon processor at 1.6 GHZ and a16 GB ram with 2 hard drives. Take into consideration this new server has 2 Sixteen Core Processors at 3.0Ghz. (This is 32 Cores of Processing Power) 32 GB ram and 2 solid State hard drives for the OS and 4 1TB hard drives for the data. I am like are you people full of BS or what. Their old server starts up in about 2 minutes. The new one starts up in 35 seconds. Software does not have the ability to know what the brand of hardware. The Operating System knows but any software does not.

Call their tech support is a joke. You leave multiple voice mails. You send emails and they are ok to respond. The language barrier is not too bad with a female support tech. The males are always edgy and thick Indian accented and arrogant.

I would not recommend this EMR to anyone. MD Suite and Practice Fusion are better and the support is much better. The sad side of this they are charging the Medical Practice a $750/hr to do a migration of data from the old server to the new one.

Not to mention you have to have an entirely separate server for the Fax Server. Total BS. Any server can and should be able to run the Fax Server from the same server.

I will give you an example of how terrible and incompetent their support is. I get a call and the C: Drive is full. They have no way to clean out the C: Drive to free up space. I get there and delete 26.9 GB of temp files and the C: Drive works again.

So if you are considering this as your EMR. Don't! They really need to get their act together.

Please do not use this electronic medical records system. They are a scam, and extremely misleading. Companies like this extort medical practices and provide lack luster services. Filling with technical difficulties and even worse customer service interaction. Please stay away.