DrChrono EHR

“Functionality declined with poor updates”

Pros

Initially I was drawn to the affordable pricing but over time the platforms functionality has steadily declined. We have decided to transition to another EMR for the reasons I describe below.

Cons

We have noticed management and the IT team repeatedly push out software and policy changes that simply do not function in a real medical setting. In my opinion they urgently need a formal board of clinicians and administrative staff to advise on practical functionality. If they keep making decisions like this I am convinced they will drive customers away.

“Schedule is easy and plenty customizable”

Pros

I find the schedule really easy to look at as it frees us from unnecessary clutter. It also provides me with plenty of customizable tools for documentation and note-taking that I can adapt to various medical practice types.

Cons

even though it is pared down I do not find it as user friendly as other scheduling platforms. Our front desk staff faced a bigger learning curve. I also find the user permissions unnecessarily complicated with far too many menu options.

“Lost $20,000 due to unreliability”

Pros

as I launched my own practice as a new provider my only hands-on experience with DrChrono came from an internship at a different clinic where my mentor did not have many strong opinions about it. But I still decided to sign up when I opened. In those early days about eight years ago the platform had far fewer features the monthly fees were much lower and the customer support was generally decent and responsive which made getting started less stressful.

Cons

Over time as they kept rolling out new features most of which we never used the result of is that platform grew increasingly unreliable. We began experiencing persistent problems with online booking and between missed appointments and the hours spent untangling issues, our practice probably lost around $20,000 or more. Dealing with customer support added to the headache as reps were often unhelpful and at times quite rude. After roughly six months of attempted fixes without lasting results, they started hiking the subscription cost annually, requiring a year-long contract that cost over $1,500 a month for our small, three-provider clinic. That felt excessive compared to alternatives like Jane and ChiroTouch which charge about a third and are more reliable. At one low point we had over 15 support tickets open because insurance claims were returned incorrectly, appointments disappeared, the system went down for hours during business and other problems kept piling up.