KLAS Contact
Contact KLAS
Contact KLAS
2025 BEST IN KLAS
Preferences
Related Series
2025
2024
Ambulatory Ecosystem eClinicalWorks Complete Look 2023
Author
Aaron Gleave
Author
Alex McIntosh
When making a core HIT purchasing decision, ambulatory healthcare organizations must take into account how prospective partners deliver across a variety of key technology areas beyond core EMR and PM solutions. This eClinicalWorks “complete look” provides a high-level analysis of the key IT components that make up eClinicalWorks’s comprehensive suite. (Other reports in the series do the same for athenahealth, Greenway Health, NextGen Healthcare, and Veradigm.)
Performance & Market Share Overview—eClinicalWorks Ambulatory Suite
Strengths
- Customers appreciate the low price point
- Large number of available functionalities
- Software caters to many specialty provider organizations
Weaknesses
- Negative support interactions characterized by long turnaround times, unresolved issues, and undelivered promises
- Continual lack of effective training impacts customers’ ability to utilize functionality
- Integration issues prevelant throughout all vendor offerings
- Customers question value due to frequent nickel-and-diming for functionality that they feel should be included
- High number of complaints about functionality bugs/issues that disrupt workflow and efficiency
Performance Snapshot
Below are high-level summaries of how eClinicalWorks performs in the HIT areas ambulatory healthcare organizations most frequently consider when making an enterprise HIT decision. This is not an exhaustive snapshot of all technology areas in which eClinicalWorks offers an HIT solution.
About This Report
Each year, KLAS interviews thousands of healthcare professionals about the IT solutions and services their organizations use. For this report, interviews were conducted over the last 12 months using KLAS’ standard quantitative evaluation for healthcare software, which is composed of 16 numeric ratings questions and 4 yes/no questions, all weighted equally. Combined, the ratings for these questions make up the overall performance score, which is measured on a 100-point scale. The questions are organized into six customer experience pillars—culture, loyalty, operations, product, relationship, and value.
Sample Sizes
Unless otherwise noted, sample sizes displayed throughout this report (e.g., n=16) represent the total number of unique customer organizations interviewed for a given vendor or solution. However, it should be noted that to allow for the representation of differing perspectives within any one customer organization, samples may include surveys from different individuals at the same organization.
Some respondents choose not to answer particular questions, meaning the sample size for any given vendor or solution can change from question to question. When the number of unique organization responses for a particular question is less than 15, the score for that question is marked with an asterisk (*) or otherwise designated as “limited data.” If the sample size is less than 6, no score is shown. Note that when a vendor has a low number of reporting sites, the possibility exists for KLAS scores to change significantly as new surveys are collected.
Writer
Natalie Hopkins
Designer
Jessica Bonnett
Project Manager
Andrew Wright
This material is copyrighted. Any organization gaining unauthorized access to this report will be liable to compensate KLAS for the full retail price. Please see the KLAS DATA USE POLICY for information regarding use of this report. © 2025 KLAS Research, LLC. All Rights Reserved. NOTE: Performance scores may change significantly when including newly interviewed provider organizations, especially when added to a smaller sample size like in emerging markets with a small number of live clients. The findings presented are not meant to be conclusive data for an entire client base.