eClinicalWorksReviews 112

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.

For me as a for a therapist it's of utmost importance to have something under the belt which will streamline the overall process of hellping my patients.

I am not fond of modern technologies so I asked my son to help me out and find good AI assistant for my website. He found this website and these guys helped me to set up this AI assistant very quickly. I should say it works good, without any troubles and it's cool when patients can enter the website, ask all the questions they need and get answers to them.

EMR schedule screen has too many obtuse abbreviations.
Different patient lists (eg. Checked in, out, all) don't agree.
Too many screens to go thru to accomplish anything

I've been working with EMRs since 1996 and of all of them, eClinicalWorks is the worst. It's very difficult to get information out of it and it has extremely poor integration capabilities. The interface is super old and the report engine is seriously only able to export Excel 2007. The report engine also takes like 2-3 days to run a 3000 record report. There is very little configurability to writing reports...you have to go through a maze of different departments to even get any help. Athena and Epic are much much better. The support is typical Indian support too...you have to tell them exactly what you need...they don't know how to think in any other terms than exactly what they are told.

A year after selling my company I am still unable to cancel and now they want me to pay for additional 7 months despite this clearly being their error. - Beaches Behavioral Medicine

ECW has gone downhill with product and IT. We have been using since 2010. Used to have decent IT with quick resolve and solutions. Now it SUCKS with trial and error. No help hub for rollout for V12. What they advertise at convention is not even close to what you get. I am constantly having to restart the computer (I have max memory) when trying to print multiple patient documents, stating out of memory because on their end they can't support. Don't rollout a product until it is ready. Awful, disappointed and irritated!

I like to give Zero review because they don't provide services but just charged us money. It is very sad and very unprofessional. I would like to go with different EMR

Despite selling practice in entirety and not having contract requirements their customer service is so poor I have been uinable to connect with cancellation specialist. I sold my practice in entirety in December 2022 and with the ECW team paid >10k for record transfer and cancellation yet they continue to bill in full monthly and I have had to get an attorney involved and even they are unable to get a response from cancellation teams. - Beaches Behavioral Medicine

It's just painful. Caring for patients at this time is difficult enough. ECW just finds ways to make much more painful. If you want to refill a prescription that a patient has been on for 15 years, be prepared to do a minimum of 15 clicks, many of which are to deal with warning flags that are absolutely useless. So painful. I which we never switched to this thing... Basic information is very difficult to find sometimes. You are not able to have multiple windows open (meds, prior notes, vaccine hx, etc) simultaneously and they try to address this by having all these horribly ineffective links and subwindows to give you "easy access" to information you need, but really, maybe they should just try to modernize their outdated software so that I can have more than one window open at once. It is just painful. It makes me want to find another profession.

They present a great product and tell you about a great training program post-sale. Once you sign on the dot and give them your money, all this becomes smokes and mirrors.
They have canned lectures that they give you prior to you having used the product, so you are not completely sure about how things work and don't know what to ask beyond what they tell you.
Some of these were great, and some were completely useless; yet, even if you don't want it, they still give it to you as part of your training and there is nothing you can do about that. And after you use they product for a month or so and have all your questions, they tell you: Oh no, you used all your transition training, now pay us by the hour to actually train you". VERY DECEPTIVE marketing!
Which is sad, because the product is actually not that bad if you can get it to work for you, rather than you working for eCW.

We have been using this software in our primary care office for 8 years. The software itself has gone from bad to worse as more "features" have been added and more mandates complied with. None of the GUI layout is intuitive and we have to resort to technical support for issues that we should be able to figure out if the software was better. Our assigned tech support person is usually useless, although recently there must have been an uproar because he is at least getting better. Tech support is all India-based for what its worth and very compartmentalized so no rep knows more than their small area of the software. The software was designed in the 90s and patched continuously so now its a mish mosh of features where it takes many more clicks than it should to do something. Knowing what I know now, I would have looked harder for software that helps me as a physician complete the visit more efficiently and better for the patient, rather than giving me more work to do after hours.

I am a family medicine user with mostly adult patients in a group practice.
I have to agree with most of the other bad reviews. It loses medications, slows me down and is generally mediocre. With no graphics and only text, I still don't understand why there is a lag when opening a window or changing screens. I have chosen to take sips of water or take deep breaths during these lags to better use my time. This software makes me feel like I'm using Windows 95 in the year 2023. So that means it will likely be useful around the year 2053. I saw a video of it in 2011 and it pretty much seems the same. The one good thing it does is keep text boxes that you can type, dictate or copy/paste into. This is helpful.

I give it 2 stars because I am not the only user. The government and billing side use it to generate data which it does well. The data may not be that good though. I would like to highlight their 2017 $155 million lawsuit that demonstrates what type of corporate citizens they are. Don't choose this if you haven't signed up yet as your life will get worse.

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.
Now they are switching the explanation that you must have 40 encounters a month to not be charged 5.99 per encounter. Why does this make sense? I have tried getting access to corporate several times has been nothing but a headache and a run around. Then I never recieved a bill for APril and they never sent any information until it was considered in collection. When ROSA called my office and rude and biligerent to my employee. Then I still never received a bill only for MAY and JUNE. Then left us no access to the EMR but expects full payment for the new month when we cannot access it nor bill. THEY ARE A TRAP AND HORRIBLE CUSTOMER SERVICE. They do not take responsibility for their mistakes.

Poor performance, fair customer support, upgrades are getting worse, web-based version is way worse than the desktop version

Truly the worst piece of software I have ever used.
An interface that makes DOS look modern. For some bizarre reason, windows for clinical information are kept small, so all sorts of critical information is cut-off.
Everything is difficult, even simple prescribing takes too many steps.
Drug interactions are comically incorrect, users have to manually sort documents to patient, then subfolders (which have to be created by users themselves).

I only give one star because this site will not allow "0".
Truly awful

Terrible service with lack of transparency in billing.
Contract cancelation is an headache.
Buyer beware.

The older version is more usable than the new one. No ability to right click copy and paste. You can do it but you have to use the keyboard. That's seconds more, and yes it adds up. More clicks to get to where you want. Pretty colors. Why would a user need that? The older black and white was less distracting. Very large heading on the patient screen, with the more useful information below the heading. Large letters. Yes you can reduce them but they end up very small on a laptop. Why? So dysfunctional. It's as if the software engineers did not get input from providers who have to see tons of patients a day.

Absolute worst support staff! We have had a myriad of issues with multiple teams working out all the continuous bugs, all of which are reportedly due to using an outdated eCW platform. Our IT team has spent countless time, effort, and communication to attempt to set up a timeline and timeframe to complete the upgrade. We have not received any response to simple, pertinent, and straightforward questions. The lack of professionalism and responsiveness has been unacceptable. ECW has made it clear that the only high priority task that results in immediate action is unresolved invoices. We will be withholding payment until this case will be given the importance it deserves and be resolved promptly.

I'm a programmer who used to write EMR software. Because of this experience, I know more than most about EMRs and how they are written, designed, and supported. EClinicalWorks is absolutely one of the most disturbing examples of an EMR company I've ever seen. The software is buggy and constantly introduces new dangerous ways that patients can be harmed with every new version. Old bugs are rarely fixed. When they are fixed, it's often years after being reported and by that time it no longer matters because you've had to train in the workaround for so long that it's now just the new normal way of running the office. There are literally thousands of safety issues reported on their support portal so it is impossible to educate yourself on all of the potential minefields and how to avoid them. Tech support is a joke. You cannot provide tech support for a product when your techs are supposedly "not allowed" to access phi. Techs never use their own login for support because it is blocked from accessing any real phi. So instead, they access your production patient data under YOUR login and then want to spend hours unsupervised playing with settings and troubleshooting in your production environment. Tech support has literally made changes to real patients meds and more with absolutely zero consequences. This company is nothing more than a dumpster fire that does not take customer service or patient safety seriously.