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eClinicalWorks EHR/PM - Small Practices
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Aaron Gleave
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KLAS Research Director - Aaron Gleave
 
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Small Practice Ambulatory EMR/PM (2–10 Physicians) 2022: Functionality & Value Top of Mind for Small Practices
Small Practice Ambulatory EMR/PM (2–10 Physicians) 2022:
Functionality & Value Top of Mind for Small Practices
November 2022
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User Commentary

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Physician

Other Observations & Comments

The vendor is better at keeping promises than they used to be. They used to sell products way ahead...

Jan 2023
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Physician

Functionality and Upgrades

Lately, there are a lot of glitches in the product, and people cannot log in. It would be nice if we...

Jan 2023
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CEO/President

Functionality and Upgrades

This product is not the best, but it is okay. I do like it. I have gotten accustomed to it. Our end...

Oct 2022
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CEO/President

Other Observations & Comments

With any technology, there are going to be hiccups, and I understand that. The product helps my...

Oct 2022
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CEO/President

Service and Support

The vendor tries to keep their promises, but they don't necessarily do so in a reasonable time...

Oct 2022
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Manager

Lessons Learned

This product is probably not the right EHR for a small practice. There are definitely other EHRs out...

Oct 2022
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Manager

Functionality and Upgrades

Overall, the product does what it is advertised to do. It does a fairly good job. There are...

Oct 2022
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Manager

Service and Support

The implementation was not super smooth. The vendor's support is also definitely lacking. It takes a...

Oct 2022
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Manager

ROI / Cost

eClinicalWorks beats everyone when it comes to pricing. Their system is the cheapest or most...

Sep 2022
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Manager

Functionality and Upgrades

eClinicalWorks is very slow to move forward with new features compared to the rest of the industry....

Sep 2022
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Analyst/Coordinator

Implementation and Training

eClinicalWorks did provide us with some good workflow items that we could print out and tangibly...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

The product works really well. It seems to be geared more toward the multiprovider and multipractice...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

There were so many different options and different ways to do things in any given situation in...

Aug 2022
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Analyst/Coordinator

Service and Support

eClinicalWorks has a chain of command. We have to reach out to a person, and then they have to reach...

Aug 2022
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Analyst/Coordinator

ROI / Cost

We did get a bit of a shocking bill in relation to eClinicalWorks’ messenger. The vendor charges per...

Aug 2022
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Manager

Functionality and Upgrades

The transition to eClinicalWorks’ system has been challenging for us. The way that physicians...

Aug 2022
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Manager

Technology

There are some major issues with our terminal server now that we are all on eClinicalWorks’ system,...

Aug 2022
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Manager

Implementation and Training

The expertise of the vendor’s trainer was much more on the office side of things, so that person’s...

Aug 2022
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Analyst/Coordinator

Future Outlook

If I were given the opportunity to shop around, I would. I would use KLAS' research to make that...

Aug 2022
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Analyst/Coordinator

Functionality and Upgrades

The system has a fair amount of customization capabilities for individual users. We can have our own...

Aug 2022
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Analyst/Coordinator

Relationship

I have been seeing a downward trend in the vendor's support and in the responsiveness of the project...

Aug 2022
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Analyst/Coordinator

Relationship

eClinicalWorks tends to not prioritize any of their smaller practices. The vendor is not making as...

Aug 2022
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Analyst/Coordinator

Service and Support

The quality of the vendor's technical support varies from technician to technician. That is very...

Aug 2022
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Manager

Service and Support

There are a lot of support tickets that are still open and unresolved, and it has been challenging...

Aug 2022
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Manager

Technology

The system's fax capabilities have been limiting to us. We send a lot of reports, and the faxing...

Aug 2022
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Manager

Other Observations & Comments

Our goal was to get everyone on the same system, and eClinicalWorks' system seemed like our best...

Aug 2022
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Director

Service and Support

The vendor's customer service is abysmal, and every process in the platform is manual and tedious....

Jul 2022
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Director

Other Observations & Comments

Absolutely nothing comes to mind in terms of the vendor's biggest strength. eClinicalWorks and their...

Jul 2022
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Director

Technology

eClinicalWorks is easily the worst EHR vendor. The healthcare industry would be much better off if...

Jul 2022
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Director

Functionality and Upgrades

A few months ago, eCW pushed out a software update that completely broke the system, rendering it...

Jul 2022
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Director

Lessons Learned

If I were talking to a peer who was considering purchasing the system, I would tell them to avoid it...

Jul 2022
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CEO/President

Service and Support

eClinicalWorks has a horrible tech support team filled with incompetent personnel who cannot keep...

Jul 2022
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CEO/President

Technology

eClinicalWorks' EHR is the absolute worst EHR I have ever used. It is unstable. The platform is very...

Jul 2022
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CEO/President

Relationship

The great user interface and design are undermined by terrible support people, poor training, and...

Jul 2022
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CEO/President

Functionality and Upgrades

We pay for the prescription module, but the module has never worked well. We have horrible problems...

Jun 2022
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CEO/President

Implementation and Training

The problem when we bring on new people is that we use a different version on our server, and all of...

Jun 2022
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CEO/President

Functionality and Upgrades

I like that the system is incredibly flexible in how we do things. We can have one task that can be...

Jun 2022
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CEO/President

Sales and Contracting

eClinicalWorks does glitzy, big sales on the product, but we have to tell the vendor that the system...

Jun 2022
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CEO/President

ROI / Cost

We get a monthly bill, and eClinicalWorks hasn't added any new things on lately. We pay extra for...

Jun 2022
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CEO/President

Relationship

eClinicalWorks came out with a promising new tool, but we will have to work very hard to get it...

Jun 2022
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CEO/President

Technology

We have had a server for many years, but there are more and more security issues and concerns, so we...

Jun 2022
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Manager

Functionality and Upgrades

eClinicalWorks’ practice management software really doesn’t address out-of-network providers, so...

Jun 2022
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Manager

Functionality and Upgrades

We are having a huge issue with the system. I have put in a ticket for it, but eClinicalWorks likes...

Jun 2022
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Manager

Implementation and Training

eClinicalWorks is the bane of my existence. Every time they do an upgrade or patch to the product,...

Jun 2022
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Manager

Service and Support

I have issues with the product from A to Z. It is not stable, and similar to most software...

Jun 2022
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Manager

ROI / Cost

We pay a nominal fee for a HISP, but eClinicalWorks is also nickel-and-diming. There is nothing but...

Jun 2022
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Manager

Functionality and Upgrades

We have patients that have been with us for years, and their accounts and notes load really, really...

Jun 2022
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Director

Functionality and Upgrades

Over time, eClinicalWorks enhanced their program and allowed for some optimization features, and the...

Jun 2022
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Director

ROI / Cost

eClinicalWorks doesn't avoid charging for every little thing. There is some billable fee associated...

Jun 2022
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Director

Service and Support

A major area of deficiency with eClinicalWorks is their tech support. We have had very poor luck...

Jun 2022
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Manager

Service and Support

eClinicalWorks’ support is really, really bad. Their service is nonexistent; they just open and...

Jun 2022
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Manager

Service and Support

I have issues with the eClinicalWorks system all the time. It seems like the vendor is not...

Jun 2022
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Manager

Win/Loss - Why they were selected (by current clients)

As bad as the doctors’ scribbles were, they were better than the eClinicalWorks system. At least we...

Jun 2022
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Analyst/Coordinator

Future Outlook

The system isn't working for our environment, so we will not be keeping it. I could not recommend...

Apr 2022
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Analyst/Coordinator

Service and Support

Any vendor that decides to offshore their support team is going to get a low score from me. I am all...

Apr 2022
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Manager

Service and Support

The support people are very helpful. They are timely. My problem is that I cannot understand them. I...

Apr 2022
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Manager

Functionality and Upgrades

eClinicalWorks has a better billing solution than our previous vendor. I feel like I have more...

Apr 2022
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Manager

Functionality and Upgrades

One of the biggest complaints that I have with the system is that it is very difficult to find...

Apr 2022
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Manager

Win/Loss - Why they were selected (by current clients)

We have changed EHR/PM vendors several times over the past several years. I don't want to change...

Apr 2022
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Manager

Relationship

I don't deal directly with eClinicalWorks. We just send cases to them, and it takes them a while to...

Apr 2022
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Manager

Implementation and Training

We didn’t have hands-on training; most of the training was a PowerPoint experience from our...

Apr 2022
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Manager

Functionality and Upgrades

I am disappointed in eClinicalWorks. I talk to managers and see people that are trained on the...

Apr 2022
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Manager

Functionality and Upgrades

My providers are not happy. They cannot seem to do what they did before. They cannot utilize the...

Apr 2022
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Manager

Relationship

The vendor executives are involved when we need them. We have various supervisors and account...

Mar 2022
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Manager

Relationship

We recently had a terrible upgrade to the system. eClinicalWorks has no good way of notifying...

Mar 2022
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Manager

Implementation and Training

The vendor has really good training mechanisms. They can provide an actual trainer, webinars, or...

Mar 2022
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(0)
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Manager

Functionality and Upgrades

The vendor struggles in that they don’t test and understand each office’s workflow when adding new...

Mar 2022
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Manager

Relationship

On the vendor's website, there is an idea area where we can put in features we want in future...

Mar 2022
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Manager

ROI / Cost

The vendor is very up front with their costs. There are definitely a lot of costs that are per use...

Mar 2022
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Manager

Win/Loss - Why they were selected (by current clients)

There is always room for improvement on the product, but it is specialty friendly, and that is one...

Mar 2022
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Physician

ROI / Cost

Many users of other products don't know how much those products cost per user. However,...

Mar 2022
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CIO

Relationship

eClinicalWorks has put up roadblocks and has not delivered when we have needed to get information...

Feb 2022
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CIO

ROI / Cost

We have not had unexpected costs with eClinicalWorks, and the system is not very expensive. We...

Feb 2022
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(0)
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CIO

Relationship

We get most of what we need from eClinicalWorks. We don't have the highest expectations, but...

Feb 2022
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CIO

Service and Support

eClinicalWorks does not do great in terms of support, and they are certainly not proactive. The...

Feb 2022
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Director

Service and Support

The vendor's project managers are overseas and difficult to deal with or even reach in most cases....

Feb 2022
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Director

Functionality and Upgrades

The solution is pretty easy to use. Our providers like the system.

Feb 2022
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(0)
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Director

Implementation and Training

The initial and ongoing training could be better if the vendor integrated a help system that could...

Feb 2022
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Director

Service and Support

We don't get any support from the vendor. They overpromise and underdeliver. They are very difficult...

Feb 2022
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Director

Technology

Everything works as advertised except for the web-based version; the vendor has not delivered that...

Feb 2022
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Manager

Service and Support

Things with eClinicalWorks are not going very well. When we submit a ticket to support, we get a...

Feb 2022
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Manager

Service and Support

We spend a lot of time on the phone with the vendor, but we have a staff shortage at our...

Feb 2022
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Manager

Implementation and Training

The vendor has ongoing training, and they make it available to us. They charge for some training,...

Feb 2022
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Manager

Interfacing and Integration

The vendor is trying to put out new integrations and things, but they are failing in the...

Feb 2022
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Physician

Service and Support

It is hard to talk to any of the vendor's support people in real time when we have an issue. That is...

Feb 2022
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Physician

Implementation and Training

The vendor has never asked us how they could improve or what they could do for us. They just do...

Feb 2022
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Physician

ROI / Cost

We can't import things into the system, including medication lists. A few years ago, we could just...

Feb 2022
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