Commentary Summary
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User Commentary
Functionality and Upgrades
Our providers constantly have to implement numerous insane workarounds just to try to avoid the...
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Service and Support
I know that eClinicalWorks has some support located in the United States, but the majority of their...
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Relationship
eClinicalWorks had a breach, and a ton of servers were affected by it. The vendor supposedly...
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Functionality and Upgrades
The vendor updates NDC codes for new medications but not existing medications. We constantly have to...
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Service and Support
When we go to the vendor's support portal, we are supposed to be able to see all of the patient...
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Functionality and Upgrades
There are huge liability and safety issues that eClinicalWorks isn't addressing and will not address...
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Functionality and Upgrades
There are no complete logs for anything in the system. It is impossible to figure out what happened...
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Technology
eClinicalWorks has downtime solutions, but their Nimbus product hasn't been available for years. It...
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Functionality and Upgrades
eClinicalWorks has no way to test features that require third-party vendor integration or...
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Service and Support
eClinicalWorks' support portal isn't HIPAA compliant. We can't put patient names, birthdates, or...
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Functionality and Upgrades
There is a disclaimer from eClinicalWorks on our education platform that says that their education...
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Interfacing and Integration
We have some concerns around eClinicalWorks’ interoperability, so we have explored other EMRs at a...
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Functionality and Upgrades
The product is relatively easy to use. It is intuitive, and the features that it has integrated have...
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Functionality and Upgrades
The vendor has good intentions for features, but they often don't work very well. The vendor needs...
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Implementation and Training
The ongoing training is pretty good, but the initial training was very canned and not customer...
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Future Outlook
There are some things we would like to do, but those things are only available in the next version...
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Relationship
We have a dedicated account manager, and a step above that person is a product development officer,...
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Other Observations & Comments
The product is so freaking expensive, but it is worth the price. It is a great product, but the...
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Lessons Learned
The product does what it is expected to do, but we have to stay behind eClinicalWorks to get them to...
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Technology
We struggle with the product and are considering other EMRs. The product is at least five years...
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Relationship
eClinicalWorks’ road map is inconsistent and unreliable. The vendor says they are working on...
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Functionality and Upgrades
eClinicalWorks' product is not intuitive, and the user interface is archaic. The product does not...
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Functionality and Upgrades
eClinicalWorks does major updates and minor updates or patches. They send us a Microsoft MSI file to...
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Other Observations & Comments
eClinicalWorks has improved their release notes and bug fixes. For years, they refused to give us a...
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Service and Support
eClinicalWorks is improving a bit. All their department teams feel very siloed. Every screen looks...
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Other Observations & Comments
We go to eClinicalWorks’ annual conference every year. The conference is a partial sales job and a...
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Other Observations & Comments
The product has improved slightly in terms of supporting our integration and interoperability goals,...
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Functionality and Upgrades
The program does just about everything. That makes it difficult for a single provider to get used to...
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Technology
The vendor is moving into the AI space, so they are coming out with some very good tools. The vendor...
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Interfacing and Integration
eClinicalWorks has integrated the practice management system, and that is really good. The vendor...
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Service and Support
The vendor’s support has really improved, but they go in cycles. The vendor’s people are very...
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Relationship
I know some of the top executives of eClinicalWorks. If we have a major issue, and my people can’t...
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Future Outlook
Interoperability is not good with eCW's product because interfaces are expensive, and the vendor...
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Functionality and Upgrades
eClinicalWorks told us we could keep our old version of the product, but they are doing an upgrade,...
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Functionality and Upgrades
Most of our problems with upgrades in eClinicalWorks EHR are on our end. When we do any upgrades,...
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Other Observations & Comments
eClinicalWorks tries trainings that are good for small practices, but we are a big organization....
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Implementation and Training
eClinicalWorks will do trainings for us if we request them. The vendor made a training course where...
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Functionality and Upgrades
eClinicalWorks has been slowly making improvements, but overall, there are still a lot of goofy...
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Functionality and Upgrades
eClinicalWorks EHR is cluttered because there is a lot going on. There are a lot of buttons on the...
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Service and Support
We don’t get very good support with eClinicalWorks. I have gotten to the point that if I have an...
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Service and Support
If eClinicalWorks has an issue with something like an outage, we never get emails from them. Whereas...
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Lessons Learned
If somebody wanted to use eCW's system and they were a doctors' organization that was going to buy...
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Other Observations & Comments
I have seen eClinicalWorks EHR’s next version, and I hope it fixes issues, but I am not 100% sure...
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Technology
We are going to put in another ambulatory solution and displace our eCW environment. The vendor's...
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Functionality and Upgrades
We have challenges with prescribing medications within eClinicalWorks EHR. It is not an easy system...
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Other Observations & Comments
eClinicalWorks EHR has its pros and cons, like all software systems. From a clinical perspective, we...
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Other Observations & Comments
Our organization is in the process of looking for a new EHR vendor.
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Service and Support
It has been very difficult to get the service team to fix things. For example, we have been having...
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Service and Support
It is hard to get to the right support person because the vendor has a phone tree. We know that...
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Service and Support
eClinicalWorks does not follow up on things. If the vendor says they are going to do something or...
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Functionality and Upgrades
The solution does all of the basics. We can document office visits, send prescriptions, and order tests....
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Functionality and Upgrades
We have trouble with the product's mobile version. The vendor has flat out said that they don't know...
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Functionality and Upgrades
There hasn't been any new technology from eClinicalWorks in the last few years. We have just been...
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Functionality and Upgrades
eClinicalWorks EHR is easy to use, and it meets our basic needs. The system doesn't have manual...
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Relationship
eClinicalWorks' representatives aren't very involved. We have to corner the vendor's people to get...
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Functionality and Upgrades
The system's reliability is quirky. A function will work for someone one day, but the next day, that...
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Functionality and Upgrades
When we do provider training, it is easy for us to train our providers on eClinicalWorks EHR. Our...
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Relationship
The vendor doesn't keep all of their promises. They don't even address all of our issues. We have...
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Service and Support
One of our challenges with eClinicalWorks has been the way that they handle support. Some tickets...
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Implementation and Training
We implemented the system during the pandemic. It is hard for us to say how much of an issue it was...
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Service and Support
eClinicalWorks' support is awful, and their communication is worse. Getting the right people...
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Implementation and Training
eClinicalWorks’ training is god-awful. We train users on the system, but nobody knows how to use it....
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Interfacing and Integration
The patient engagement solution is awful out of the box, and integrating a third-party patient...
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Other Observations & Comments
We went live right in the middle of the COVID-19 pandemic with no on-site training. eClinicalWorks’...
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Functionality and Upgrades
We have some issues with the system being slow.
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Functionality and Upgrades
eClinicalWorks’ development and product cycles are very quick, so the vendor is quick to roll out...
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Other Observations & Comments
We have requested executive involvement, and eClinicalWorks has complied with it and come on-site....
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Functionality and Upgrades
The use of quality measures could use some improvement. If a provider writes in their note that they...
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Functionality and Upgrades
The eClinicalWorks EHR is easy for the end user to use. And if we take the product out of the box,...
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Future Outlook
For what the product does for our practice, the product works well. Our experience with...
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Interfacing and Integration
We want all of our departments to work within one system, and eClinicalWorks does not offer that...
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Functionality and Upgrades
The eClinicalWorks EHR feels like it was created by an IT person and not somebody who is actually in...
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Relationship
We have regular calls from eClinicalWorks asking for feedback. They are reaching out to try to get...
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Functionality and Upgrades
The eClinicalWorks EHR doesn't always take into account our workflows, and I don't know whether I...
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Functionality and Upgrades
We like the EHR portal, and we think it is pretty. It pushes things to us very consistently.
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Relationship
I am not a big fan of eClinicalWorks. They are just horrific to deal with. Unless someone is a big...
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Other Observations & Comments
Whether this product will be long-term for us will depend on what our economic situation ends up...
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Technology
Our technology needs are based on the market, and our needs are dramatically different from some...
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Relationship
The vendor’s executive involvement is poor because I have never heard from anybody from eCW.
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ROI / Cost
There is a charge every time we put in a work ticket. That should be included in our monthly fee.
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Implementation and Training
There is not a lot of ongoing training. It would be nice if when eClinicalWorks made changes, they...
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Functionality and Upgrades
There are like 10 clicks for a medication refill. That seems excessive to me. I want better...
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ROI / Cost
When eClinicalWorks rolls out more modules, they charge us per patient enrollee. For example, when...
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Functionality and Upgrades
The documentation feature in the product has historically been great for us. The fact that the...
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Relationship
The executive involvement from eClinicalWorks used to be higher. A few years ago, our account...
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Functionality and Upgrades
eClinicalWorks provides very little support for the system's upgrades beyond a long, written...
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Interfacing and Integration
One of the biggest challenges that we have with the system is its lack of interoperability when it...
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Functionality and Upgrades
The solution's usability is relatively low compared to the usability of some competing solutions...
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Functionality and Upgrades
As with a lot of vendors out there, eClinicalWorks struggles to meet their self-imposed deadlines...
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Functionality and Upgrades
On the administrative side, the product is very difficult to use. It is really challenging to pull...
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Interfacing and Integration
The product has some integration issues from revenue cycle and workflow perspectives.
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Functionality and Upgrades
I like the reporting system in the EHR. I like the ease of adding templates. We can build templates...
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Functionality and Upgrades
We have issues with the patient portal because we get a lot of calls about documents that do not...
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Relationship
The vendor doesn’t show us what they are working on. There is no communication on what is coming....
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Service and Support
We have a liaison with eClinicalWorks, and a lot of times the feedback we get from them is that the...
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Service and Support
The vendor's support team is very responsive, and they are quick to look into our issues and...
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Service and Support
The vendor promises a lot of things, but they don't keep their timelines. Most of the time, we have...
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Relationship
The vendor’s executive has team reached out, and they have been trying to work with us on some resolutions....
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Lessons Learned
I would recommend the product to somebody if they were at a small organization with a couple of...
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Service and Support
When we originally went live, eClinicalWorks gave us the executable version of the software, but in...
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Functionality and Upgrades
eClinicalWorks' system is part of our long-term plans, but we are looking into some other options...
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Functionality and Upgrades
We always have problems with the EHR after upgrades. We have performance issues. Sometimes it seems...
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Implementation and Training
Our initial training was very good, but the vendor’s ongoing training is lacking. The vendor puts on...
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Service and Support
In general, the product works, but when we try to scale it up, it is not as accurate. There are...
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Other Observations & Comments
The vendor tries to give us new technology. They roll things out, but what the vendor rolls out is...
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Functionality and Upgrades
The product handles patient information fine, and the scheduling functionality is fine.
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Implementation and Training
The implementation was abominable and took much longer than the vendor said it would. The...
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Service and Support
The vendor's support is awful. We can't get anything done. Most of the vendor's support people are...
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Functionality and Upgrades
We would like the vendor to have more of a focus on practices. Different practices require different...
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ROI / Cost
Because of the type of organization we are, I feel like eClinicalWorks is nickel-and-diming us a...
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Functionality and Upgrades
We wanted to be able to pull up a patient and click on different areas to get information. There are...
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Functionality and Upgrades
One of our managers loves eClinicalWorks’ product, and we do not want to move. We work really well...
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Functionality and Upgrades
eCW has not been able to properly maintain the interface builds we have already paid for. We...
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Service and Support
eCW is pressuring their clients to move toward their web interface product and away from their...
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Service and Support
eCW needs to do a better job of consistently understanding the environments of the customers that...
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Functionality and Upgrades
I have a hard time selling people on new opportunities, products, or functionalities that eCW comes...
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Interfacing and Integration
eCW seems to have done a really good job on their HIE integrations and search functions. They have...
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Sales and Contracting
We are not using the product's maximized capabilities because, when we try to enable certain...
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Functionality and Upgrades
The product is a solid ambulatory care system that can be quite effective if it is used to its...
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Service and Support
The vendor’s support is all done through tickets. We have to go to a central office, and there is no...
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Implementation and Training
We did not get enough training from the vendor. We told the vendor that, but they said that we...
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Service and Support
With the EHR, there are some things that I would like changed in the templates because I have some...
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Functionality and Upgrades
eClinicalWorks' EHR is okay for our clinical people. We have to make too many clicks, but the system...
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Interfacing and Integration
The system's integration is better than some systems' integration, but building any interface with...
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Functionality and Upgrades
One of eClinicalWorks’ recent upgrades crashed a part of our system for months, and we couldn’t get...
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Service and Support
The vendor's support team is extremely responsive, but they are also extremely useless. The process...
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Other Observations & Comments
eClinicalWorks' system is our lifeblood. We are actively using it, even though we don’t like to use...
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Functionality and Upgrades
There are a number of features that we have been asking about for years that eClinicalWorks has...
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Functionality and Upgrades
The biggest weakness with the product is that there are just so many clicks to use it. The product...
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Service and Support
When we send a ticket to eClinicalWorks' support people, that ticket will bounce around between...
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Other Observations & Comments
I would tell my peers that eClinicalWorks will do what they say that they will do. However, my peers...
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Functionality and Upgrades
Our clinicians have given eClinicalWorks EHR super positive reviews. They love it. The system's...
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Service and Support
I wouldn't buy the system again. I don't enjoy using it. The system is a challenge to work with on...
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ROI / Cost
We have exhaustively explored other EMR options, and I can't say that we want to keep eClinicalWorks...
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ROI / Cost
The vendor's whole business model is to nickel-and-dime their customers for every single thing that...
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Relationship
The vendor is totally transparent about what we can and can't customize, and they have some training...
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Interfacing and Integration
eClinicalWorks puts high walls around their data, and they don't have an API. I would give them a...
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Future Outlook
We are moving away from eClinicalWorks because we are trying to find a solution that we can...
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Functionality and Upgrades
Our providers like the ease of use of the provider templates and the note templates and how easy the...
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Functionality and Upgrades
In terms of challenges and opportunities, the main thing that our team finds is that there is very...
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Functionality and Upgrades
eClinicalWorks EHR has more features than we will probably ever use. The system is pretty intuitive...
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Technology
The EHR does have problems with slowness at times. There is constant maintenance on either our...
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Win/Loss - Why they were selected (by current clients)
The reason we have eClinicalWorks' EHR is that it is fairly inexpensive compared to other systems....
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Service and Support
eClinicalWorks’ typical technical support and application support teams that the vendor uses for...
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Service and Support
The vendor's project teams, such as the team that is working on moving the on-premises solution to...
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Functionality and Upgrades
The application is fairly user-friendly. I don’t hear a lot of complaints from the providers that...
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ROI / Cost
The vendor downplayed things pretty significantly when we were bringing our old data in during the...
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Implementation and Training
We did not have a good implementation; we had months of severe growing pains. We shouldn't have had...
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ROI / Cost
Some of the additional features make sense to have extra charges. I think the vendor strikes a good...
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Win/Loss - Why they were selected (by current clients)
Part of the reason we went with the system was its reporting functionality. Reporting is absolutely...
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Service and Support
Sometimes the vendor's support team is great, but other times, the support team is pretty terrible....
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Relationship
We have a small footprint with eClinicalWorks, and thank goodness it is only small. We have had a...
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Service and Support
eClinicalWorks’ support is terrible. Their support is offshore, and when we put in a request for...
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Other Observations & Comments
Our clinicians like eClinicalWorks EHR a lot, and that is part of why we will continue to use the...
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Service and Support
eClinicalWorks' support has improved over the last year. I have been pleasantly surprised, and I can...
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Functionality and Upgrades
We have been with eClinicalWorks for a while. Their system fits very well with one of our...
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ROI / Cost
eClinicalWorks could improve their ability to integrate their system with third-party platforms at a...
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Functionality and Upgrades
The eClinicalWorks product is utterly worthless for my specialty. We have had a whole series of...
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Service and Support
The vendor is totally unresponsive to people who work with their system. We have been complaining...
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Technology
The technology is ancient, and eClinicalWorks refuses to fix it. It seems like the vendor had...
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Future Outlook
I would give my right arm to get rid of eClinicalWorks' EHR. I have tried. I find the program...
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Other Observations & Comments
I know of other practices that use eClinicalWorks' system, and most of the practices are universally...
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Functionality and Upgrades
The EHR is terrible. To have patient-centered care, we have to be able to find things easily, and we...
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Functionality and Upgrades
I think most of our doctors are unhappy with eClinicalWorks' product, but not to the extent that I...
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Interfacing and Integration
I like working within the system's interface where we can document, find, and look in a snapshot...
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Functionality and Upgrades
I want the vendor to focus on improving the ease of use and the workflow. The vendor tends to build...
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Technology
The vendor needs to improve their technology. They are falling behind in some key areas. Technology...
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Functionality and Upgrades
The product’s basic functionality is intuitive. But as new functionality comes out, it is evident...
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Service and Support
We force the vendor to get involved with us on the EMR side. The vendor needs to work on their...
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Service and Support
The CARES Act was a huge national initiative, and we felt like the vendor was almost learning about...
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Functionality and Upgrades
In terms of the system's functionality for our specialty, there is still a lot that needs to be...
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Functionality and Upgrades
The system's vaccine functionality is better than it used to be. That is good. Now, the system will...
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Other Observations & Comments
I am not sure that I would buy eClinicalWorks EHR again. Instead, I might look at specialty-specific...
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Service and Support
Working with eClinicalWorks is a challenge, but their system seems to be more robust than it used to...
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Functionality and Upgrades
eClinicalWorks allowed us to quickly set up televisits during the COVID-19 pandemic. It was helpful...
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Lessons Learned
Usability is a big thing that we would like the vendor to focus on. The vendor has slowly improved...
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Relationship
The vendor overpromises and underdelivers. There are some things that the vendor promised us years...
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Interfacing and Integration
The integration challenges that we have experienced with the system are mostly due to external...
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Functionality and Upgrades
eClinicalWorks has a lot of clicks. That's always the complaint that I get from the providers. There...
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Service and Support
eClinicalWorks has a strategist person that's actually quite helpful to me when I'm reaching out for...
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ROI / Cost
eClinicalWork functions, but I would tell others that it’s buggy and it helps to get to know the...
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Functionality and Upgrades
It would be helpful if eClinicalWorks could have some sort of mini application to preview what the...
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Functionality and Upgrades
We're still waiting for a resolution for the vitals. We can't move everybody to the browser version...
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Functionality and Upgrades
eClinicalWorks has the touchless check-in so we can just text to check in. They have the healow app,...
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Implementation and Training
We haven't gone through training in a long time. And the last time we had training I actually was...
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Functionality and Upgrades
Sometimes when we upgrade, there's more bugs on the system that we expected. It's frustrating to...
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Service and Support
Support continues to be a challenge with eClinicalWorks. Every time we install a patch to fix one...
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Future Outlook
We continue to utilize eClinicalWorks EHR just because we are so invested in it. I don't think the...
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Functionality and Upgrades
eClinicalWorks EHR is designed for a mom-and-pop primary care physician office. There are some...
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Interfacing and Integration
eClinicalWorks is very averse to integration with other platforms. We have had to create workarounds...
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