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Sobre eClinicalWorks
O eClinicalWorks é um dos líderes em TI para assistência médica, fornecendo prontuários eletrônicos (EHR) inovadores e personalizáveis e gestão de práticas médicas.
I use this software daily. I love the fax feature the most.
Need to enter a ticket even for simple fixes that should be a phone call. Sales seem to be all US based, but customer service is overseas and VERY difficult to understand at times.
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Great EMR for clinic based settings loaded with features
Comentários: Overall eClinical Works does a pretty good job as a clinic based EMR. It's fairly comprehensive and once you learn it, it is very easy to fill out notes, auto populate data, code for billing and handle messaging and e-prescriptions.
Vantagens:
I like how comprehensive the EMR is, information is fairly well laid out and it has lots of features including a messaging service where memos from patients, forms from pharmacies etc can all be accessed and responded to without having to give out the providers email address or phone number.
Desvantagens:
It can be difficult to learn at first and find all of the information it holds. Sometimes the locations of certain tabs aren't very intuitive. It's also annoying that you can't have more than one tab up at a time to look at multiple patients at once.
Post Go-Live Implementation is a headache
Comentários: Simple problems and questions are quickly answered (generally with-in one day) but more complex problems or implementing new programs takes months and the projects often get lost in a run-around of tech supports.
Vantagens:
Ease of scheduling patients and reviewing labs/imaging/documents.
Desvantagens:
Implementing new features often takes months of back and forth with tech support.
You can get by with it but it is plagued with unhelpful support, errors, and out-dated
Comentários: Not satisfied.
Vantagens:
You have the ability to do most things you need for medical practices. You can schedule patients, upload documents, run reports, bill and make claims, submit claims electronically and through paper printing, fax, e-prescribe, make telephone encounters, keep user logs, etc. It is an overall all-comprehensive product.
Desvantagens:
There are so many glitches it is pretty ridiculous. We are always playing catch up to fix numerous things that goes down. There is never a 2 week period where everything is running smoothly. The technical and customer support is also weak. They do a good job of getting back to you most of the times, but it takes them quite a bit of time to figure out what is wrong and fix it. Not only that, but communication is a bit tough as I believe most service technicians are located out of country and have heavy accents. ECW also charges you for so many add-ons that it gets to get ridiculous. They push their products and interfaces so that you need to pay them more than the monthly base. Also, ECW is starting to get out-dated and behind. When we first signed up with ECW about 14-15 years ago they were top of the line. But they have quickly fallen behind all the other electronic medical records systems that have started. It has been frustrating trying to keep up, especially because of all the new medical record regulations government has been pushing. ECW is also not friendly with other databases. If you need to submit certain information and electronic secure messaging, you can only do so by forcing the other party to sign up for ECW's communication system which of course no one wants to do. Also, if you try to switch out of ECW, all the data in ECW cannot be transferred easily. They purposely make it hard for you to switch out and hard for anyone to work on tech. I'd say skip.
Simple, effective EMR system
Comentários: Overall Eclinical works for basic needs. I preferred Eclinical in the exam room setting for regular visits and check ins. However, for larger appointments, like procedures and IM ejections, etc. it was rather clunky and lacking in certain features. I would highly recommend Eclinical for anyone looking for a simple EMR to manage a small practice.
Vantagens:
Eclinical works offers an affordable option for medical practices and providers. Overall the system is fairly streamlined, simple and easy to navigate. It is an "older system," but continues to improve and is effective for the uses we require within our practice.
Desvantagens:
I wished that Eclinical offered a better system for procedure documentation and generating of procedure consents and info. We currently make these manually on a PDF document and integrating them in to the system would save time and energy scanning them back in to the system.
It gets the job done
Comentários: It gets the job done for us and it probably just like most other EMRs they all have issues but at the end of the day they allow you to record your notes and bill the insurance.
Vantagens:
ECW can get most of what you want done. I work mainly on the reporting side and staff support. The ability to pull reports is pretty good with their EBO system. We get almost everything we need reporting wise from that system whether it’s financial or encounter data. Their support is pretty responsive usually calling back the same day in most cases. Their billin service is pretty good and is very reasonable. Our company pays about 8% totally cost with ECW which is pretty much the industry standard.
Desvantagens:
There are sometimes a lot of clicks with ECW. Anytime you do an upgrade something is not going to work which is very frustrating. If you are a CPC practice you will be frustrated as their reporting dashboard took until the middle of 2018 to start working and then we upgraded and now we are waiting on a patch to get the dashboard back up. Don’t expect to speak to anyone that’s first language is English when you call support. We started with ECW in late 2015 and we had to setup everything from scratch which we thought was really strange as they have so many practices you would think there would already be templates for almost everything.
Alternativas consideradas anteriormente:
Don't Fall For The Small Praacice Scheme
Comentários: 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 [sensitive content hidden] 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.
Vantagens:
NOTHING AT THIS TIME, they have been a headache x 3 months
Desvantagens:
Constantly having issues with various features telehealth, patient confirmations, encounters, scribe, etc None of it is ever fixed
Disappointed Customer
Comentários: I found that this system puts my patient's health and lives at risk. It populates diagnoses not entered by the medical staff, sends out prescriptions in dosages that were not ordered. They acknowledge that there is a problem with the system, but still gave me a hard time when I was forced to cancel the 3 year contract at 2 years and 3 months. I was told they were local - but when I requested early on to have someone come out to help us with the system, they said they were located in India and were not able to send out a live person. Very disappointed in this EHR system. And, they charge for every single thing that other EHR systems include in their price. Overall, it became a very expensive system.
Vantagens:
One of the reasons why I chose eClinicalWorks was because I was told they were on the East Coast of the USA. We have had systems located in California which proved to be problematic because they did not have 24 hour customer service and the time difference was a problem. I was thrilled to find out that eClinicalWorks was on the East Coast and in my time zone. They sent out someone to train us. At some point, eClinicalWorks moved out to India, and suddenly we were on very different time zones and the level of customer service was nearly non-existent.
Desvantagens:
1). Freezes at a minimum 10 times a day requiring a shut down of the EHR and re-logging in. Trying to "reload" does not work. 2). Does not successfully send prescriptions to the pharmacy. I need to check every single prescription I send to any pharmacy for each individual patient to be sure it was successfully sent. Even though it is documented that the prescription was sent in the note, the pharmacies do not get them. 3). Support has no idea why the system is malfunctioning. Every time we put a ticket in, it is not adequately addressed. 4). Populates diagnoses in a patient's chart that were not entered by the providers or staff. 5). Sends out the wrong prescription - called support and was told that this is a kink in the system - this is a VERY DANGEROUS kink! 6). My staff has spent an exuberant amount of time with the help desk without any positive outcomes.
Alternativas consideradas anteriormente:
Invoice
Comentários: The Strategic Account Manager is constantly changing and he/she providesno support with the company.
Vantagens:
Follow up on problems to see if resolved.
Desvantagens:
Be careful of their invoicing. They have this complex procedure and time element whenterminating a provider. They even wish to interview the terminating medical provider.All notifications need to be within a certain time frame. If not done correctly, theywill continue to invoice you for the terminating provider
Outpatient charting,
Comentários: As stated above, many years ago used the software when a family practice was switching from paper to EMR. There was not a good way to do this and wish there was. However the software itself was easy to use and learn. Love the interface ability and secure messaging for patients.
Vantagens:
Ability to integrate with other clinics and facilities. Team learned it quickly.
Desvantagens:
Not as many features as Epic or Cerner, however feel works well for outpatient practice. First used with transition to EMR from paper records and wish there had been a more efficient way to do.
eClinicalDoesn'tWork
Comentários: Overall I did not like using this system, I have had experience with Practice Fusion and Athena as EHR and would prefer them over eCW.
Vantagens:
The progress note view makes it easy to see all applicable information.
Desvantagens:
It is suppose to be very customizable but we kept being told that we could change anything we actually wanted to change. The process to do anything is very long, you have to jump back and forth between views, and the system in general is very "buggy".
Sufficient but lackluster
Comentários: After using the product for 10 years our practice had learned to master the inefficient workarounds to where they have become 2nd nature. Unfortunately, recent server stability issues forced us to look for a new solution. Our hosted platform was eventually upgraded/moved to a more stable server farm however it was too late and the process to replace the software had already began. We eventually migrated to a new solution.
Vantagens:
The price? As far as bargain EHRs goes, this is probably front runner, but the industry is lacking in innovation and functionality and this product is no different. Where you save money up front you pay for it by having a lack of features and seemless easy to use workflows. We constantly had to create nonsensical workarounds to achieve an acceptable workflow that was less painful for the providers but made it 10 times more difficult for the staff.
Desvantagens:
As a provider, you grade how easy an EHR is to use based on the number of clicks. As an IT professional you are able to assess a software's efficiency based on numerous other metrics. As the later, I can say by far the worst aspect is the number of clicks. With no redeeming qualities to speak having to drill down 5 or 6 menus to get to a patient's documents or financials and then be forced to back all the way out before checking on a 2nd patient's info is maddening. User's are forced to keep 2 instances open so as to not be forced to close a patient's demos/chart if they have to take a call and open a new patient's chart. This of course is explicitly denounced by eCW as forbidden. We do it anyway ... it's the only way.
Customers are NOT the number one PRIORITY
Comentários: Over all the system is easy to navigate. The look and feel of the product are very pleasing. If I could have my old, local technical support back, I would highly recommend this product, but due to the past 3 years of terrible customer and technical service, I'm reluctant to refer other clinics to this product.
Vantagens:
Integrated system. Easy to maneuver from the front office to back office features. Many new enhancements over the past 10 years. "Trying" to stay up to date with moving target of healthcare.
Desvantagens:
Technical support is lacking immensely. The techs are more concerned about closing your "help desk ticket" than really helping you solve your issues. eCW states they are a Meaningful Use Certified EHR but have left their existing customers of almost 10 years in the dust when they discovered a programming error. Now clinics will be penalized 3% in Medicare payments in 2018. Report features are lacking. As of recently, they nickel and dime you for every new feature, upgrade, and/or request, such as interfaces, customized reports for all the government mandated programs, enhanced dashboards, etc. Communication with their customers, or lack there of, is very frustrating. eCW believes posting critical information on a website is "sufficient enough." When you're going to shut down the entire system for 3 days with no access or you tell your customers they're meeting meaningful use and then 7 days before the end of the reporting period eCW "discovers" their system is NOT reporting right, this should be important enough information to communicate directly to the customers, right? Nope, eCW posts the information on their website and "hopes" you log in a read the paragraph in a timely manner. NOT acceptable in my eyes. Mountains of improvement in customer service.
Never used more glitchy software, nor a more poorly designed UI in my life.
Comentários: The owners/managers of this company need to sell to new managers who can overhaul the entire operation.
Vantagens:
Ostensibly offers many features, from an integrated EMR/PM system to registration kiosks, etc... Once the kiosk app became functional (took months...see below), we were able to decrease our reg desk staff.
Desvantagens:
1. As others have stated, the initial 5 day training period was mostly used by their staff to fix their own glitches and get the the software to a base functional state. 2.5 of the 5 days training period was used to fix things like scripts which simply didn't work. So much of the provider training time was a total waste. we were than charged additional money to have them come back and spend more time with us. 2. Content is not provided. We were told the system can be used for urgent care. after all, one fo the largest chains int he country uses ECW. They didnt tell us that chain spent a significant amount of time and money customizing the system to suit the urgent care need. 3. ECW is unable to provide suggestions for how their software should function in an urgent care environment. asking them which flow would be ideal for their software is a useless question. 4. Their software was designed by folks who have never heard of UI/UX or Human factors. As others have noted there is not a consistent use of symbology between screens. There are often multiple ways to do the same function on one screen. Sometimes the label "close" means one thing on screen but another on another screen. 5. tech support is obscene. We were unable to unfavorite certain meds form our list. It took them weeks to months to figure out why. 6. Multiple sections of the software are labelled "procedures". one area results in a CPT code being auto listed on the billing screen; one area does not. Many other illogical quirks exist as well. Good luck trying to teach every new provider these types of quirks. 7. If you are an RCM customer, many of the features they use to market themselves are simply non functional. Patients of RCM clients cant use the patient portal to make payments since as an RM client, the software does not correctly send balance data to the portal. But if you call the "portal department", they are unaware of this problem. The web based version of their software to this day (early 2019) does not receive correct balance information for patient accounts. So, even if the providers and the medical assistants use the web based version, you still have to maintain the desktop version for the front desk staff. The UI is totally different between the two systems, so you effectively have to train your staff on two different systems. Ridiculous. 8. Their entire development team and tech support team is in India. Consequently, we had to spend significant time fixing the kiosk application since literally every screen in the app had typos, grammatical mistakes and phrases thats imply didn't make sense. I screen capped them to have proof. They simply didn't understand why i couldn't use the kiosk app as it was delivered to me. This means they never even bothered to have one of their US based staff look at the product before it was released. 9. They wanted to change the pricing scheme in the middle of our contract due to legal issues they had in NY. So, they changed it in their favor without discussing it with me. Their financial analyst then used seasonal data, and ignored the peak season in doing so, to justify their new price. Had they been intellectually honest and used a full year of data, it would have altered their conclusion about what the new pricing scheme would have cost me. Dishonesty like that has no excuse. 10. Despite asking them if the price we would be paying for the software included everything as an RCM customer, and them replying yes, they then proceeded to charge me hundreds of dollars extra for each provider per year to use the escript controlled substance feature. So yet Another set of conversations resulted in a reduction in price for a period of time. 11. Can't even count the number of conversations I've had with tech support, their own billing dept, as well as their practice liaisons who knew nothing about urgent care. I want the year of my life I've spent with them on the phone back.
Alternativas consideradas anteriormente:
Poor Service All Around
Comentários: Overpriced, non human staff, English is horrible,not reliable.
Vantagens:
Nothing, something was always not functioning.
Desvantagens:
Very cumbersome always had new charges to integrate other equipment or software. No reliable SAM and not accountable. Offered to cancel and they kept me on for longer and now I am being charged to be released. After the retention department begged me to stay. What a very costly system especially during theses times.
Nightmare
Comentários: They are 100% offshore support. 98% of the people that call speak so little English that you have no chance of having any sort of meaningful conversation. Every single time we do a patch update it takes 5-7 hours on top of the line hardware. About 50% of the time the patch fails and it takes a whole day or two to get the correct people from ECW on the phone to resolve the issue. They have account managers assigned to clients and they don't do any account management. I am not really sure why that person exist as they provide no value to my clients. Do yourself a favor, do not consider this product. It IS worth it to pay more for a better supported product. If you want to spend countless hours arguing or just trying to get a response then buy this product. Given the current level of support I wouldn't be surprised that they go out of business in the future.
Vantagens:
It was inexpensive, and feature rich when we purchased it in 2010. The ability to self host is great to control the user experience.
Desvantagens:
Support, updates, cost. They are changing the way features have worked or been charged for. As a result you are forced to pay for something that was free for years or it stops working.
This software company continues to update the software and tries to keep up with the ever changing Health care industury
Comentários: Support has improved over the past 6 months. The technical teams really care about solving the issues that arise. You can really tell the staff at eClinicalworks are very committed to customer satisfaction. When so many companies are not concerned with customer satisfaction I am glad that we are using on that is.
Vantagens:
Always changing and updating the operation of the Software to keep up with the ever changing Health Care Industry
Desvantagens:
The Software is so flexible and we have been using it since 2006 we really need to develop additional ways to make documentation of Progress notes easier for the providers. When we were trained back in 2006 to develop templates and to use the software for our Providers a lot has changed over the years. It has be difficult to keep up with all the enhancements and developments to the software. Now is the time to really take a good look at how we can go back to making documentation even better for our providers to improve their experience with seeing the patients and not feel so much like it is all about computer documentation and not about the patient any longer. As we move forward into fee for service payment for providers, more is required of the providers and easing their burden is key.
Great Sales Pitch......Lots of Promises...Very Deceiving Software
Comentários: "None of us is slower and more ineffective that all of us combined at the same time". This is there approach. Rarely is any one employee at eCW willing to take ownership of an issue. It's never their department, their job, their scope...especially when it comes to shining light on the many issues eCW has and talking about how they did not uphold their end of the contract. Radio silence and a healthy round of the blame game.
Vantagens:
Patient Portal works well. The PP trainer was attentive and professional.
Desvantagens:
Empty promises about customization and work-arounds. These work-arounds are only appropriate if they allow you to continue to see patients in the manner you think is best and if it allows you to chart in a logical fashion that fits your practices needs. Just because there is a work-around does not meant that you've solved the issue of the practice and limitation of the software.
Poorly developed product, poor support, nothing good to say
Comentários: NOTHING !!!!! RUN LIKE HELL AS FAST AS YOU CAN IN ANOTHER DIRECTION.
Vantagens:
The idea of web visits. Although it took several weeks and several support members to get it working.
Desvantagens:
the program was so compartmentalized...each individual only knew about their part. One would spend weeks troubleshoot an error to find out that another had not turned on the feature. The system is too complicated for those that programmed their parts! I then after approximately one year decided to transition to a more user friendly emr...this process was just as problematic. They sent a disc that was not in the format needed and then refused to change it and refused to allow the new emr company to access the emr. We were told to download it in the format ourselves...when we tried, we had been disabled from doing so. We called to gain access from the project manager...again on hold for 45 minutes. Still waiting for a call back. Note that they are expecting pay for this 5th world emr while we transition. These people have unfair business practices and have been fined and sued repeatedly by the Department of Justice. Now I'm being held hostage paying for a suboptimal emr that has done nothing but caused me grief.
Avoid This EMR at All Costs
Comentários: Implementation was a disaster and we had to postpone it by 2 months because by the time we were supposed to go live, so much was still not set up correctly. A year later, the software works, but it is full of bugs that are driving away our patients. For the last 6 months our patients have been getting appointment reminders 10 times in a row, in the middle of the night, as well as patients getting reminders for appointments that are completely INCORRECT. This EMR system has cost us many patients. It makes the overall patients experience confusing and horrible from the glitchy portal to the wrong reminders. There are so many things wrong with this product. We have lived with these issues for 6 months and nothing has been resolved because apparently "these can't be fixed without a system wide update" but they are unable to give us even a ballpark answer of when the new update will happen. Bottom line, don't choose eClinicalWorks unless you like pissing off your patients and loosing money.
Vantagens:
It would be very easy and customizable to use if everything actually worked correctly. There are a lot of helpful features, however 75% of the time they are riddled with bugs.
Desvantagens:
Support is awful. It takes months to have anything resolved. The software itself is riddled with bugs and there are many processes that were obviously not thought through.
Terrible Experience
Comentários: Horrible
Vantagens:
Lots of features but sometimes less is more and it becomes cumbersome and time consuming.
Desvantagens:
Tech Support ALL out of India. They don't tell you this when you purchase. Tech support can't speak English well thus a terrible language barrier and EVERY phone call with them takes a minimum of 45 minutes due to this so you lose tons of time thus revenue. Tech Support Horrible and no one knows what the other one is doing or has done. Let me say that again, TECH SUPPORT HORRIBLE. Plus didn't seem to fix anything. Glitchy and lost documentation on several occasions requiring re-entering. RX Printing did not work right the entire time we had them (2 years) MIPS reports was not done by them as we were told and they had to walk us through doing all the reporting ourselves. You have to pay for extra training. The training we recieved or 5 days was all the trainer fixing glitches and little training was possible. Data migration from eclinicals was a nightmare. We couldn't wait to change EMRs.
TONS of features but poorly programmed.
Comentários: 7+ years using this software and it's been a battle all along. Then they create policies (such as, "You must be running on Windows 10 PRO - not the HOME version" THey use those policies to tell you it's not their problem when something gets screwed up (like their server being disconnected, or blocking you for security purposes ACCIDENTALLY!! They won't even look into the problems if they notice you are not on the PRO version of Windows ... despite that it works fine on every other computer in your office on the HOME version.
Vantagens:
Lots of features eRX templates for Progress Notes
Desvantagens:
Poorly programmed (Frankenstein'd ... relies on other programs for many functions - which they don't tell you) Many of their tech support people are incompetent and it can take days to get something repaired. They NEVER take responsibility for their problems. It's always a battle. Poor P2P support with non-ecw practices MIPS Dashboard still not functioning as one would like despites many years of user feedback ... makes choosing quality measures difficult.
Poor training, Horrible customer service, very expensive monthly fee, incomplete set up
Comentários: it's been a battle from day one, starting with their un-organized and poor training week for physicians and staff, having incompetent trainer, charging for a trainer who's knowledge base was zero, forcing clients to pay for trainers air fair even if their BAD, they will
Vantagens:
patient scheduling is good, we were told reports are great but it was not at all good or user friendly.
Desvantagens:
No upper management, no one is there if you have complains, you're on your own. During the demo they promise you the moon and the stars but deliver nothing
We switched to eCW two years ago and have never looked back, very forward thinking.
Comentários: Ease of use from clinical side, good product from Practice Management. Forward thinking with patient engagement.
Vantagens:
Our clinicians feel that the setup is much more efficient than some of the other eHR packages we have use. I like we're they are going with the web based content and PHM. We see a lot of value in the product and feel it has been a great investment. From a financial standpoint, the monthly subscription service helps small businesses who can't afford to put up large sums of money for initial license fees.
Desvantagens:
Their report generator is a little more difficult to use than some products, or you don't have access to all fields. We utilize their Query writer often and then dump the data into Excel. Their Report Writer suite can be powerful, but requires advanced knowledge of query writing, which many small to medium sized companies likely will not have available.
Steep Learning Curve with ECW
Comentários: In general, a electronic medical record system is very helpful. I think ECW needs to listen to the user experience and make some adjustments. It should be more intuitive and less frustrating!
Vantagens:
There are some positive aspects of ECW. I like that you can create treatment plan templates that are accessible with a keyword. You can easily copy forward your last clinical note.
Desvantagens:
I have found ECW difficult to learn despite having a two day in person seminar and watching their training modules. I have used other electronic medical record systems which are more user friendly. The biggest con for me is that if you type in certain areas (medical history, social history) it is included in every note of every provider moving forward. I work in a primary care clinic, so there are several disciplines working with the same patient. I don't want my information automatically included on the PCM's note and vice versa. The only work around that we found is typing all my history in the "examination" part. This does not make for a well organized note and it is more difficult to easily access the information in future visits, but it does keep the information private.
My ECW Experience
Comentários: Overall I think there is some improvement that can be done, but ECW gets us through the day to day functions. The support staff could be a lot better. All in all, ECW does what we need it to do.
Vantagens:
ECW offers a lot of features that our staff utilizes. Our staff loves the jellybean system and how it makes referral, telephone encounters, messages, etc easier to see. The resource schedules are very simple to view and utilize. Running reports in ECW is super easy.
Desvantagens:
The staff support is slow with ticket response. Even when the ticket is marked high priority, the response time takes hours sometimes. We experience a lot of slowness on a day to day basis. This is referring to the ECW product itself. Our providers have complained about being in the rooms with patients and having to stall due to system slowness.
