Saturday, August 13, 2011

eClinicalworks Problems: EclinicalWorks Problems

eClinicalworks Problems: EclinicalWorks Problems: "I am looking to see if there is anyone out there that may be having issues with the Eclinicalworks EMR System. If you are having as much fu..."

49 comments:

  1. Hello everyone, I am looking for nonbiased feedback on the Eclinical Works Electronic Medical Records software, Tech Support and Overrall problems that companies have faced. We have been using the software for a few years and have had nothing but problems. I am curious to see what problems your offices have faced.

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    1. HATE them with a passion. LIARS. POS software. TERRIBLE training and implementation. Idea was well conceived but terribly executed with HUNDREDS of problems. TECH support is non-existent - and by the way usually incomprehensible unless you speak English as a second language - they ALWAYS blame your hardware or connection even when it works flawlessly for EVERY other application you have. WORST decision of my life.

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    2. Thanks for this great post! - This provides good insight. You might also be interested to know more about generating more leads and getting the right intelligence to engage prospects.pegasimediagroup implements new lead gen ideas and strategies for generating more leads and targeting the right leads and accounts. EClinicalWorks email list

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    3. Thanks for this great post! - This provides good insight. You might also be interested to know more about generating more leads and getting the right intelligence to engage prospects.pegasimediagroup implements new lead gen ideas and strategies for generating more leads and targeting the right leads and accounts. EClinicalWorks email list

      Delete
  2. We have been using this program for 2 years and the Tech Support services are horrible. They do not even care about the customer. If I could do it all over again, I would have chosen another vendor. One that cares about the customer.

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    Replies
    1. The Diefenbach Law Firm, located in NYC at 55 Broad Street, is currently investigating EClinicalWorks for their faulty patient management software. Please contact us at 917 734 7111 if you are interested in speaking to us about your experience with EClinicalWorks.

      Delete
  3. If I had a practice, I wouldn't buy them. I know inside out of ecw, infact I worked there, not to bad mouth them but the work practices along with sales practice are traps. Once you buy its a nightmare and if you don't trust me, you can find that in the initial project meeting phases. They will promise everything and deliver nothing.

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  4. Anonymous is very correct. These guys over promise and under deliver. Worst scam artist, the practices that say good things usually get favors in return, licensing fee waived etc, free trainings. I used to work for one of these practices.

    Support is horrible along with training. The reason they are selling is because of the price, Quality stuff cost money, cheap stuff don't.
    The only thing I can compare it to a product that's made in china, even though its made in US. The software is nothing but headache, random errors everywhere and when you call to get it fixed, you need to stop your ecw workflow, give them access to the server while the support guy is trying to figure out what went wrong and you practice is loosing money.

    Also after reading some of the other horror stories from other clients, some of the other post are from employees who worked at ecw, its a total shit hole.

    Enough said, I have another patient waiting for me and this Epic EMR works just flawlessly. Here it is, checked in:)

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  5. This stuff is sh*t. We are a healthcare systems integrator who has installed several eCW systems. No matter who is the project manager, or training person, or whatever: this company is one big scam.

    Does the software work? Yes. But the Indian leadership, methodology and support ranks among the worst in the IT industry. They can't speak English, they treat every single problem as a checkbox to check off - they have no technical acumen whatsoever. They act like they are god's gift to you, and that they are in charge, even though you are the client. Go with Nextgen. It costs mote up front, but less than eCW in the long run.

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  6. Agreed 100% with Anonymous 4/17/2013. Extremely frustrating to work with the integration "specialists" who are devoid of technical skills and any understanding of workflow.

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  7. They hold your data hostage and refuse to integrate with other software packages without significant costs. They run you around through a maze of confused and non-helpful staff - each time asking for the same clarification as the last dozen calls. I would strongly urge you to consider where you place your data before getting lost in this worthless tool

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  8. I configure and support it for a very large organization. Total shit. Worst piece of software I've every seen in my career. They break every UI pattern in the book. Trying to use it will drive you crazy. It's also incredibly unstable and SLOW. WhyTF is any software these days not delivered in the browser? eCW is a 300MB local install and looks like something from the early 90s. The front end code is what UI developers refer to as "Tag Soup." They're still using nested tables and HTML tags that were deprecated over ten years ago by the W3C. Bad software aside, the service is even worse. Run for the hills—stay on paper for ten more years until there is any decent piece of software in the HIT domain.

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  9. Anonymous is 100% correct. (by the way, I am another anonymous :) ) ..
    Eclinicalworks is a total scam. I have worked with them. Sales people just laughs out when they sell to a new customer saying one more useless illiterate customer we got. They just speak to clients nicely, but internally it is total mess. Nobody has any idea what they are doing and at the end, it is the customers who suffer. Not at all a good software program. It is built on age old technologies and software has become unmanageable. If you don't see errors in software, you are lucky !

    Stay away from this. There are far more better choices now a days. Don't always go for the cheap ones. Cheap is never good, and Eclinicalworks never works !

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    1. You are speaking the truth. I know because I have the POS in my office. HATE IT.

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  10. I am third party IT support and have several practices on ecw, They are a horrible company with horrible support. it will take 15 to 20 minutes to get through to their support line only to have someone call you back who is both incompetent and borderline hostile. It takes 10 seconds to get through to sales. I deal with dozens of emr's and this company is far and away the worst in almost every category. The differences between what is promised and what is delivered are staggering especially in the support department. I hope they all end up in jail.

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  11. I worked there and I agree with all of the above. From support to training, its a big lie. Their mantra for success is Fake it till you make it.

    The problem is the staff has no knowledge of the medical offices, the implementation and trainers are bunch of college graduates that are hired so its cheaper for the company. I would never buy it if I had a practice :)

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  12. ECW have no idea what they are doing. There is no configuration management. Everything is installed in pieces and they have a huge staff to support the kinks. They fix one thing and you don't know when the other one is broken till you start using it. If all software companies start using this methodology the world be a disaster.

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  13. I own a company that serves as helpdesk support and system administrator for medical practices. I deal with 8-10 EMR vendors and eClinicalWorks is by far the worst company I've ever dealt with. This goes for any field, anywhere on the planet.
    First off the contract my office signed well before I came on board states this is a cloud based platform. Just simply a lie.
    The software platform is extremely unstable. Mainly because they take your money and then run your data on MySQL and no Microsoft's SQL. MySQL is a freeware you can download anytime. It can not and does not handle the workflow for their ASP clusters. We constantly experience loss in data and patient records.
    Furthermore, they are the most hostile and disrespectful company. I never imagined a vendor would do some of the things to customers that eCW finds routine.
    First off I was confronted at a conference and the accusation was made that the practice president and lead provider was racist towards the Indian culture and that I needed to address it. Yep not gonna happen.
    Version 10 was such an utter failure that after the 4th "incremental patch" the system still doesn't function at 100%. Applying a patch means updating the application on each client machine at 20mins per. We have 52 machines and my time costs the practice approx. $85/hr. So you do the math there.
    We requested a refund and in response I was placed on a call with 3 people who proceeded to scream and me and attempt to argue me out of it. When this didn't work we were ignored for 3 weeks. Completely ignored.
    The next contact was from the client relations manager, Cindy Favuzza to the practice president accusing me this time of racism and harassment for calling too often trying to get problems resolved.They were in turn laughed at once again.
    2 months later social history and labs remain down. We experience at least a couple hours downtime on ASP9 every week. I continued to push for a resolution as this is affecting directly the care of patients.
    I received an email from Cindy stating "you will..." several times to which of course I took offense and responded with a professionally agitated tone.Within 10 minutes I received a phone call from Cindy Favuzza where she (no exaggeration here people) screamed at me at the top of her lungs. When I tried to interject she literally just screamed "NO NO NO NO" over top of me until I let her speak again. Her main complaint is long ago I learned to correspond with these idiots via email to have records. I finally quieted her down enough to tell her the situation was unprofessional and ask if, as the president had requested, she had included him on any call to our staff. She actually scoffed when I asked her if I could add him to the call, telling me a doc in clinic won't just pick up the phone. Little does she know he is not only a client but a friend and my personal doc. So guess who answered on 2 rings...
    She then proceeded to imitate an 11yr old and say "Oh you guys are right its all our fault" and then hung up.
    Needless to say we had a good laugh. But seriously this company is disrespectful and unethical. They care nothing for patient care or customer service. Do yourself a favor and look elsewhere. Greenway's PrimeSuite and AthenaHealth are wonderful products and their staff have never been anything but nice. But for 12-15k per provider you'd really expect eClinical to do the same...

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  14. Wow! I though we were the only ones having problems with ECW

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  15. We used Eclinical for about 2 years. Horrible company. They take your money and run. Say we owe thousands of dollars-sent us to collections. Have proof we owe much less. Will not call back. Holding our data hostage. $100,000 + dollars to collect from insurance companies and not able to view claims- nothing. Said we could pay bill that we do not owe and charge $100 a month for access to our data! WHAT!!!!!!!???????? What is everyone doing about this situation? This cannot be legal.

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    Replies
    1. The Diefenbach Law Firm, located in NYC at 55 Broad Street, is currently investigating EClinicalWorks for their faulty patient management software. Please contact us at 917 734 7111 if you are interested in speaking to us about your experience with EClinicalWorks.

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  16. Your support has gone from bad to worse. Our Sam, Rahul and his lead Joseph do not retun calls in a timely manner or answer emails. It is impossible to get anyone at a higher level. Answers put in the open tickets are often untrue. The staff does not even know their system properly. Most often they do not listen to what is needed. When trying to find out when a problem is being resolved the only answer that is received is it has been escalated. The reports do not run correctly and need to be checked thoroughly prior to being sent out. The cloud was supposed to make things easier however; we are down more then ever. Yet the amount we pay for support is much higher. Bottom line is while the product may be good, when it is working, the support is absolutely awful causing much down time.

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  17. Wow Was Considering Eclinical for our practice. So glad to read these reviews. We will definitely look elsewhere. Thank you all for taking time to warn others. Good luck to you.

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  18. We changed over from eClinicalworks to SOAPware. BEST decision we ever made!

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    Replies
    1. The Diefenbach Law Firm, located in NYC at 55 Broad Street, is currently investigating EClinicalWorks for their faulty patient management software. Please contact us at 917 734 7111 if you are interested in speaking to us about your experience with EClinicalWorks.

      Delete
  19. We are having serious problems with ECW RCM, they are not submitting our claims and are billing us for services we know nothing about....How do we get out of this mess?

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  20. Is ECW that bad?

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  21. As a patient/user - I cannot even send an email to the doctorf without a half-literate error message being returned. "Pleaase nter a valid characters [sic.]. Some of the special characters are not accepted." Of course, the error mesages did not contain a list of "unacceptable characters." I stripped out every punctuation mark out on numerous attempted messages. I haven't seen this ASCII limnitation since the early '90s. And so many more unforgiveable interface bizarrities...

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  22. I have been in an interventional pain practice. We have used eCW for 10 years as EHR. Though problems with learning curve, the EHR has been OK because it allowed us to compile bills and submit / get paid rapidly. We were getting Medicare payment within 2 weeks and privates timely. We could spot and correct systematic billing problems quickly. HOWEVER IN JAN 2015 we started with THEIR RCM - this has been THE WORST DECISION I EVER MADE IN 30 YEARS OF MEDICAL PRACTICE.

    *** DO NOT USE ECW'S RCM***!!! Ha! experts? HA! 98% claims without denials! That is such TOTAL BULL HOCKY it is unbelievable.

    *** BECAUSE OF THE SWITCH TO RCM with eCW I will likely have to CLOSE MY PRACTICE *** if anyone here is thinking of a class action law suit please post that here, We can get up a chat room.

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    1. After the $155 Million Settlement, the big Class Action law firms are gearing up to sue the physicians on behalf of the patients. I am a Patient looking for physicians to join me as Plaintiffs, which will forestall the inevitable Class Action of Patients vs. eCW and Physician Users. How can the government pretend to protect the public with bogus HIT Testing and Certification where the ANSWERS to the test questions are provided before the test? That's how eCW passed the testing (formerly CCHIT, now-defunct now the Drummond Group) and gained certification (the Drummond Group). The Drummond Group LLC EHR Testing Guide dated Mar 08, 2017, states that for an additional $5,000 you get, among other things, "Access to Drummond Group Test Proctor for Technical Support."

      I thought the Test Proctor was the individual who monitored the examination to ensure cheating didn't occur!

      The Physicians and the Plaintiffs have common cause. Both are victims of a broken system and a capricious software company that paid $155 Million, but admitted no wrongdoing. C'mon, gaming the system by passing a test and gaining certification by hardcoding the drugs that were known to be the drugs to be tested for, is not rightdoing, is it?

      jim.anon @gmx.com


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  23. I am all for a Class Action Lawsuit. Someone needs to stand up to these bullies. They brag that they have over 48,000 Practices using their crap, and they keep dropping services. Someone needs to stop the insanity and make them responsible.

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  24. ECW is the worst. so many bells and whistles.... All of these features dazzeled and tickled the prospective customer.
    Now I am a hapless user. The bells and whistles are all dead ends....... utterly useless.
    It takes 22 clicke for me to send a single prescription. Patient information is so compartmentalized and obscure. Are you sure????? Are you sure????.
    Worst electronic medical record. I AM SURE

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  25. We have a complete 100% data conversion from Ecw and I can tell you service will be outstanding and have the references to back it up. The functionality is as well or better that Ecw. Our product is Meditab and we have close to 4,000 installations since 1998. Call if interested at (877) 455-2992. We can host or provide an in-house solution. Also can make sure the upfront cost is minimal in comparison!

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  26. Wow. I'm really surprised to read all of this. We just converted over two months ago. The support has been terrific. We have had only normal conversion issues that have been resolved immediately. Other than the occasional language barrier, we are extremely pleased with the product. Had I read this prior to our decision, I would have thought twice. Regardless, no regrets here.

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  27. We have had eClinicaldoesn'twork for about a decade and the only reason we did not switch is because all its competition is more or less just as bad, maybe worse. We totally rue the day we ever went and are only thankful that we were able to keep our charts and records in place as our practice underwent structural changes but have absolutely nothing good to say about eClinicalworks.

    It's a very clunky, unergonomic system. While the salesmen will dazzle you with all the "functionality", in reality almost all the features are present only so the charlatans at eClinicalworks can actually deceive you into buying the software. In reality, while there are multiple ways to accomplish things with supposed shortcuts, the average amount of clicks for each task is ginormous and is about the same no matter what painful way. The problem is that it's horridly compartmentalized. To accomplish every single tiny teeny little task you have to click into 4, 5, sometimes more screens, then you have to back track all those screens into the next task and so forth. I remember reading years ago that if a doctor only saw 18 patients billing for 99212's, they would end the day between refills and telephone encounters with about 1800 clicks!!!!!!!!

    It's also very unstable, slow more often than I'd like to count, crashes constantly and their tech support is horrid, borderline non-english speaking. It seems that they get rewarded to "finish" the help call and check you off as done so they are in a rush to push you, often con you into thinking the problem is solved when as soon as you hang up the phone there it is again, and again and again!

    I cannot tell you how many electronic prescriptions that were properly set up did not arrive, telephone encounters or progress notes that cannot be viewed, templates, prescriptions, allergies, meds that simply disappear.

    In order to make this software even work, not even that well, just be passable, it requires a really long time of getting used to it and training, but in the end it won't help you be more efficient and the big risk is that most physicians will never be as well off as before as they hobble using this horrible platform.

    Please note that the only colleagues I've ever heard speak well of this are either physician administrators or paid shills for eClinicalworks. In the former, it's a case of the emperor's new clothes; a director in an orgainzation would never publically say what a disaster this software is due to the embarassment a negative public statement would bring. Also, this software is a boon for administrators because the superuser/administrator account can lock people out of all sorts of features. I've even seen it be used to run the software in such a way to coerce those in your company using it to work in such a way that is very illogical or more time consuming that no one in their right mind would do, unless so forced, but helps document in a way to increase your company's reimbursements. The second group of course, is practices that publically speak well of eClinicalworks either get perks in terms of free services, or the physicians who speak at their conferences or EMR seminars get paid to speak well.

    If you're uncertain about this statement of how poorly received this junk software has been by every non-administrative, non "shill" physician I've met, consider the two largest healthcare organizations in a neighboring state, Lifespan and Coastal Medical, used eClnicalworks for a few years and then quietly.... switched to something else. The switch is so painful and expensive because all the charts had to be printed, rescanned, and re-entered by hand, piece by piece. I know employees who work there nothing except basic patient demographics transferred over. Think how expensive and inconvenient such a switch would be, and lousy an EMR/EHR would have to be in order to make this expensive, painful switch worth-while, not that any of the other systems are much better!

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    Replies
    1. The Diefenbach Law Firm, located in NYC at 55 Broad Street, is currently investigating EClinicalWorks for their faulty patient management software. Please contact us at 917 734 7111 if you are interested in speaking to us about your experience with EClinicalWorks.

      Delete
  28. HATE IT! Not reliable. EVERY day have issues with system. VERY SLOW tech support.

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  29. Usually don't comment on these things but must on this one. We have used ecw for 4 years now. Great product. Always improving. Very easy to customize. Support is very responsive and attentive. Trainers were very knowledgeable. Also, take into account that this problems blog is 5 years old and there are only 30 comments. Question how credible is it as a review source?

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    1. Obviously you work for eCW. Every negative statement in this blog is 100% accurate. We regret everyday selecting them as our vendor.

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  30. I have been using Eclincialworks for the past year and half and have had all the issues that everyone is talking about. They are awful.

    ReplyDelete
    Replies
    1. The Diefenbach Law Firm, located in NYC at 55 Broad Street, is currently investigating EClinicalWorks for their faulty patient management software. Please contact us at 917 734 7111 if you are interested in speaking to us about your experience with EClinicalWorks.

      Delete
  31. Constant timeouts to access personal health records - what are you using for a server... a win 98 machine on a dialup service?????

    Love my Doc, hate your service

    ReplyDelete
    Replies
    1. The Diefenbach Law Firm, located in NYC at 55 Broad Street, is currently investigating EClinicalWorks for their faulty patient management software. Please contact us at 917 734 7111 if you are interested in speaking to us about your experience with EClinicalWorks.

      Delete
  32. Good EMR software product. Had trouble initially when we started eClinicalWorks 2 years ago but I'm satisfied now. Strange to see these comments here!!!

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  33. Apparently all the naysayers were not wrong given the fine and sanctions the Dept of Justice imposed on eCW making it the laughingstock of the EMR's. e Clinical really does not work and they deserve it!

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  34. They have actually became worse since the federal judgement.
    We are dealing with there new product architect and he is the worst of their worst. The lies, performance issues, and inability to fix any problems is just what they do to any IT department. At the same time they are discuss moving to the Cloud Solution that stores all data in India ( no HIPA or PHI data security laws exist there ). Once they have you migrated to this solution performance issues with larger practice databases are resolved with a bribery style billing practice. Stay away from them if you are trying to find a solution that is compliant with the new Meaniful Use standards. They can not support them and they have been fined and are have federal charges issued against them. They are also using what seems to be a busted or hacked interface to Medispan data for drug interactions that has been intentionally altered to lower it's performance. Paper is a better and safer solution for your patients that this EMR.

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  36. As an interface developer, I can say, without hesitation, that they are the most bureaucratic, incompetent group of imbeciles that I've ever had the displeasure of working with. No one likes integrating with them. 20 people copied on emails for network integration is the usual, and it takes forever to get anything done.

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