Geoffrey Z.

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.