eClinicalWorksReviews 112

We have used eCW for nearly 4 years and were mostly satisfied... until we decided to outsource of billing to their RCM (revenue cash management team). This decision single handedly nearly closed our practice as our collections plummeted in a matter of months. After 3 months we fired them. There are "tasks" sent to them 3-4 weeks ago for them to correct their posting, payment, etc etc mistakes and they have yet to fix them. Their managers blame us for their mistakes and they never take credit for anything. We've done our billing internally for years and after finally making the decision to offload and "delegate" I think we will never do it again. How is a small practice with one provider 150% more effective and accurate with billing than a billing company? What customer service culture allows errors (100's mind you... hundreds and hundreds) unfixed, unattended to, and no apologies given. Statements are sent out incorrectly to patients who've paid, patients are infuriated at us when we have no control to fix anything other than send the RCM team tasks that sit unattended for 3-4 weeks (still not addressed, so possibly even longer). Managers don't return phone calls or emails. Managers blame us for their own team posting payments incorrectly. No lie. They are nothing but incompetent. Their customer service is abysmal and as anyone can attest to who's been in similar situations, you're stuck, as transferring to a whole new EHR is painful.

I have used 5 different medical billing software programs and I have never experienced one as poor as eClinicalWorks. I am on the business side of the program, not the medical side. Payments that we send to eClinicalWorks to post are often missed, so I have to babysit each EOB and batch to ensure that a patient's account is accurately posted. EClinicalWorks does not fulfill their contractual obligations and post payments within 48 hours, reply to tasks within 48 hours, etc... they consistently drop the ball in customer service. If I have to double and triple check my patient accounts, the software is useless, which ECW is. With the main customer service hub being in India, there are countless inefficiencies with such logistics. Language barriers, time zones, a complete lack of knowledge about allowables/variances... I could go on and on.

We began using a new software system on 7. 1. 15 and I am forever grateful to be finishing up with eClinicalWorks. I will NEVER suggest that another practice uses this program. Our first "team leader" (provider representative) couldn't keep up with all of the inefficiencies and errors caused by her own company, so she passed our office to another provider representative. He is in India. Again, useless when we are on the west coast of the USA.

After old school paper medical charts for years, I joined a primary care medical practice already well ensconced in eClinical works. "You'll get used to it in six months" "It'll get easier" were the by-words. No matter one's past familiarity with EHR use, eClinical was the most inelegant, clumsy, mind jarringly crazy program I've ever used. Tiny icons of all shapes, sizes and manner appearing in different shape shifting forms in different screens while just trying to get your patient treated and out the door. Time sucking clicks while prescribing medicines that "don't compute" with its algorithms of how a med should be prescribed. I could treat five patients in the time it took to successfully get a couple rx's to the pharmacy for one. Don't get me going on the idiocy of the templates. I used to love the practice of medicine. I can clearly say that eClinical in one fail swoop killed this with their busy screens, maniacal clicks to get the simplest thing done, and unintuitive design plan. How did the profession of medicine let programmers, insurers, regulators, malpractice lawyers et al feed off our backs toiling hours more each day in data entry on these beta version programs.

We have been using eclinicalWorks since opening our private medical practice in 2007. We originally had our program on an internal server and ran version 9 successfully for years. Beginning last year (2014) we began to get information that they were going to "upgrade" their software to version 10 and it would be better served in a cloud setting. We discussed this extensively with our IT team at the time and with ECW. After thinking long and hard about it we decided to invest in the migration and new software in July 2014. In one word it has been FRUSTRATING. The program has never fully worked as promised. From day 1 we had multiple errors, slow processing, crashing computers and multiple mistakes occurring. We began a series of "tickets" with eCW that now almost 10 months later have not improved our service. We have refused to pay them, we have had multiple conversations and yet they do not admit that the problem is their system. We have upgraded computers, upgraded and go a dedicated fiber line to our office and still the system is bad. We have resisted legal action because we are a 2 person group that is growing extensively and quickly and we invest all we can in our growth. However, the situation with eCW is slowly killing us and has cost us close to 200K in lost time, investment and patient visits. It is unfortunate that as physicians we are asked to care for all at any cost and depend on systems like EHRs that truly make our jobs harder and frankly unsatisfying. EcW gets 1/2 a star and I'm being generous. We feel stuck.

Company changed their rule after joining and you cant work any other healthcare IT company. Whenever they know they directly give notice. And claiming money.

If you are agree to give them then they stuck and not giving any update. And Finally they enjoy your situation.

HR said if you die we don't care but we wont give you any letter to you. However you have completed notice period or how many years you have worked. Doesn't matter to them.
Just they want you to bother and no help.

For one office they are allowed people to work in IT healthcare but from second company they put restriction.

Double standards in their own offices. I worked there and now I am totally jobless because other companies are asking for experience letter. My career already ruined. I am at home and not able to get job just because of this company.

Most unprofessional company.

The product simply doesn't work. The implementation failed COUNTLESS TIMES and when we fired them because implementation failed they tried to send us to collections for a random amount of money after we had already paid the specified amounts due to terminate our contract. We were very clear from day 1 what we needed out of the software and the staff assured us that EclinicalWorks would do exactly as they were CONTRACTED to do. However, I have over 75 emails and calls proving that the software does not work effectively for a surgery based office and it did not do what it promised to do. We could not bill with RCM because the go live date was pushed back three times and then even still they didn't have the capabilities to bill for the type of services we perform which is basic surgical billing. Also, the support was terrible. No matter how many times we told them what time zone we were in they would call from India late at night. Once tickets were opened they couldn't be closed because an issue couldn't be fixed because the technology didn't support it. Therefore, we continued to get calls (up to ten times a day) about matters that eClinicalWorks was incapable of fixing. Just don't use this software.

I am a 33 yo MD in primary care and this is the worst EMR I have come across. Absolutely counter intutive and slow! It is disrupting my work flow and I am having to click through multiple buttons just get some basic stuff done ( like ordering labs, Meds etc). Horrible "small window pop ups" for everything and you are stuck with them - can do nothing in the back ground till you close and open it again! Please stay away 1000 feet if you are not already stuck in it!

I'm a doctor who has to suffer with this software every day. I'm 32, I know how to make websites, and I fix computer problems for people. But this software confuses me and wastes my time every day. The user interface is terrible. It is rough, random, and counterintuitive, Why is the "hub" button so small and hidden? Why do menus have 15 random buttons? There is no logic in the design. The cost is insanely high for all this. My friends at other practices use much better alternatives. Look around, there is much better out there. If you are thinking about settling for this, don't - you haven't looked around enough. And you will regret it every day, hour after hour.

This system is the worst ever! I have worked with 4 EMR systems for the last 6 years and this system is the worst ever made. I have no clue how anyone is making any money using it. It is clogged with 'glitches". The more you work with it, the more it would make your life difficult. You waste hours and hours of valuable patient time trying to finish your notes. You are never certain when you click done if it is really done because some box will appear to delay you further. For those who are implementing PCMH 14, run away from it as far as you can. It will cost you time and money that you will never recuperate.

EClinical Works support really sucks. First, we have to wait too long to get to a live person. Secondly, the person has to transfer to another tech who doesn't respond at all for hours. Also the sales department is dishonest. Initially they promised a web-based software before we signed up. After signup they said they don't have a web-based software and installed a Client-Server based where we have to install the eCW icon on every computer that we have to access. This is obsolete system as far as other EMR systems in the industry.

This is the worst company in the industry. Their product is unstable and untested but functional. That would be fine if it wasn't for their awful support. If you buy ECW expect to be on your own because their support might as well not exist. You will speak to an endless procession of people who have no desire or ability to help you. You will be lucky to even speak to a person that understands what you are asking. Their support is so staggeringly bad that it is surreal. My recommendation is that if you have a problem with their software instead of calling them call your local pizza place: you will get exactly the same amount of help but also a pizza.

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!

This is the worst company ever created. They have no knowledge of HL7, which in healthcare is required. Their customer service is not existent. We have had issues open with them for, literally, years.

I would tell anyone and everyone, to run in the other direction if your doctors want this software. It is a nightmare for the IT folks and breaks consistently.

We also had an incident where our SAM (project manager), had quit and we were not notified. It was two weeks before we found out and we found out on our own.

Every hospital/clinic that I know has had the exact same issues that we have. I believe we all need to get together and file a class action lawsuit. Their incompetence causes patient safety issues on a consistent basis. We have had to stop payments to finally get a response from them.

I chose eclinicalworks as my EMR about 6 years ago when they were just first starting out and have seen their tremendous growth over the years. They have a robust set of features for primary care and specialty offices. They also provide an enormous level of support which is always needed. I have used both their in house server model as well as their ASP model and both are relatively easy for even a single doctor with some technical knowledge to install. If you are a physicians group or solo doctor interested in using this software you should check out the forum ecwusers.com or you can PM me here on this site.