eClinicalWorks

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.

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.

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.

Reading through posts, it is quite easy to notice what posts they wrote themselves - those are the positive ones. I heard good things about ECW, so I was excited when I found out that my new practice uses it. Little did I know! My primary issue is how terrible the "support" is: I mean, I just don't even bother talking to them anymore. They make you put the ticket through their web site, so Indian people can call you back. Those always ask you to get on your computer, so you can show them what the problem is. Except they don't get it. They waste about 1.5 hours of your time just to figure out what the question is. You just sit there and watch them click on things you already tried. Then they will keep calling you 80 times a day as you are seeing patients so you can again drop everything and watch them use your computer. 1-1.5 weeks later the issue may or may not be fixed but it no longer matters: you just want them to stop calling you with stupid questions instead of solutions.

ECW does not answer their phone during company/working/patient care hours. They do not respond to the company's they claim to serve IT department. In 3 days, ECW's lack of response has prevented me from being able to complete more than 20 important medical record requests to and from patients and various other medical facilities. They purposely call you back after hours when you're not there. They don't fix the problem. There is a 10-14 business day mandate in New York for all medical record requests. ECW's multiple issues preventing downloading, uploading and trying to print these records is out of compliance with the professional medical conduct board and a barrier to effective patient care. Nobody should use ECW. If I could give negative stars I would. ECW is the worst EMR I have ever dealt with in 17 years. It is shameful how they handle their support line.

This is the most inefficient, non intuitive EMR I have ever used. You can't even send out a simple fax unless you create a patient chart, then create a letter which you then have to save in documents and then maybe, you can send a fax that would've taken me seconds to do in Provider Flow. Simple tasks take a zillion clicks that could all be eliminated. It's as if they never ever tested anyone's workflow. I went from being highly efficient & loving my job to literally hating it because it's one obstacle after another. NOTHING is simple or logical. Every time they do an "upgrade" they add more & more absurd clicks, yet they never improve the workflow so that it actually makes any sense. We regressed years in our efficiency with this EMR & that has profound effects on employee moral to patient perception.

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 have been using ECW since 2005. I don't think any EMR is actually good. ECW is ok at best, when it crashes or slows down, my whole office flow suffers. With the recent upgrades, ECW is so slow, i feel all I do is click on my laptop all day long rather than actually being a physician. I even upgraded my server, laptops, and wifi to speed up things, but that doesn't help much.

I really what to switch programs. Any suggestions?
-Frustrated Fam. Doc-

I have had a lot of contact with the eClinicalWorks staff. I have never had a negative interaction. I'm not sure any of these negative posts are real. Some of the staff is not computer savvy and they have not had any major issues with the system. I'd like to talk to some of these people with the negative comments. They don't seem real.

We invested in a system knowing there would need to be major learning curve. Everyone was on board and the prep before the system was picked was intense. Every staff member was given time to make a list of how they do their job and the trainers were provided with the information for the onsite training. Every question was answered.

Obviously programmed by people who are not doctors or did not consult the advice of doctors.
Having been at 5+ hospitals in the NYC area experiencing just as many EMR systems, this is clearly the worst. Non-intuitive. (even counter-intuitive). Do not use this system if you plan on being productive throughout your day. ICD-10 came out today and the EMRs only way to add the new codes is buried in 5 windows. You would think they would have prepared for this eventuality as the transition was not a surprise.

Do not use this.

EClinicalWorks will set your software up within one week but if you need to ever cancel your account be prepared to go through several months of speaking to several individuals based out of the country and delaying your cancellation. We have placed a cancellation the first week of January and we have yet to have our account closed. They withdrew our login since January but now stating we need to pay our monthly bill for January through May prior to them giving us access to our charts. $3700 payment for nothing. Enjoy what business you have now...

Purchased a practice 1/30/2017 that was using e-clinical works EMR. Have been trying to get this company to release the EMR since this time. Have paid 2000 and still no disc as of 7/4/17! Try calling or emailing this company and you will get no response. I sent over 40 emails and spent much time on the telephone waiting for conference calls which never took place. The employees are mostly in India and could care less about your problem. So I now have paid for a practice and can't get any patient information. Now I found out that because of a DOJ lawsuit e-clinical works must transfer the EMR to another company free of charge. Good luck getting this done! I can't believe a company of this size has such terrible customer service. I have given up at this point.

This system is clunky with significant delays. This is not user-friendly. It shuts down in the middle of medical notes without saving. Service provided for this archaic system is minimal. I would not recommend this over the 1984 Apple floppy disk

Would you trust a company that settles with the US Government fraud charges for $155 million? Check your their settlement on the US Department of Justice web site.

This company has HORRIBLE tech support. Open up a case any maybe in a week you will get a call back.
When the tech calls you back with a resolution, you have to immediately pick up the phone. The will give you a couple of minutes to pick up. If not, they hang up and close the ticket.