ChiroTouch Reviews

“billing has become a nightmare”

Pros

After using this software for 8 years I would have easily rated it five stars during the first 6. The past 2 years, though, have been a completely different experience. Billing has been very difficult to manage and we still have not been able to get a resolution or even a callback from their Level II specialist. On top of that the monthly fees for backup services have kept increasing and it is like there should be a better way to compress files and keep those costs more affordable. We also ran into SQL limitations in the system that ended up costing nearly $2,000 to correct.

Cons

Billing has been the biggest issue by far. We still cannot get any real resolution to the problem we are dealing with and we have to call BCBS every single week just to confirm they received a claim. It has created a serious strain on both our billing process and the office overall. We had no issues for 6 years but this last year has been an absolute nightmare.

“custom notes and flexible setup”

Pros

The customization options are a big plus and the doctor's notes can be done quickly without much hassle.

Cons

Their support has been absolutely awful. On top of that CT ProBill has created even more billing issues as we had a check for $3066.64 but they posted only $2664.86 to patient accounts and no one can explain where the remaining money went or whose account it was applied to. It has hurt our office badly and some patients have even left, saying our billing practices are poor.

“powerful compliance and scalability”

Pros

Right from the start the way daily notes, charges and diagnoses connected together really impressed me so much that I even helped the company with demos in the early days. Our clinic handles around 140 to 170 services every day and ChiroTouch keeps up with that volume without a problem. I also value the regular updates and the fact that they actually respond to provider feedback. With multiple service packages available, this EMR makes sense whether you're a start-up practice or running a multimillion-dollar operation like ours. With today's growing regulatory pressure and oversight, I honestly think it's unreasonable that some doctors still rely on paper charting for daily visits. That only increases the risk of audits, post-service reviews and potentially major fines. From where I stand, ChiroTouch does everything it can to help me maintain strong compliance and protect privacy for the long-term security of our practice. I have also had the rare chance to know the principals of the company personally and I truly believe their bigger mission is to serve the chiropractic profession for many years to come.

Cons

Like any large company, customer service can be a major challenge at times. Even so, this tool continues to stay innovative and uses technology to improve and maximize its customer service.

“always provide quick support”

Pros

Once you understand how each section works, you start to see there are several ways to use the program. It comes with many options and add-ons that help the business run more efficiently. Tech support is also usually quick to fix any issue I run into. My questions or problems are typically answered the same day which I really like.

Cons

There is definitely a learning curve because it takes time to discover everything the system can do. At the beginning, it's easy to focus only on the features you need right away. The recorded tutorials help a lot, though because they walk you through the process in video form instead of just giving you written instructions so it's much easier to follow along and learn.

“Saves us time”

Pros

Putting notes together in ChiroTouch is way too quick as I can complete one in a short amount of time. The staff is pleasant to work with, the Front Office side of the system works really well and the touchscreen workflow is a nice feature.

Cons

Creating a truly compliant chart note takes a lot of clicks and daily notes require quite a bit of effort to show meaningful differences from one visit to the next. It works fine for cash patients but it is much harder for insurance cases where documentation has to meet stricter compliance standards. Staff also cannot enter information into the chart under their own access so they have to use the doctor's login for simple clerical entries like PHI or ROS. If that happens while the doctor is actively writing a note, the work being done may not save. Outcome assessment data is not built into the chart note itself either. It has to be imported separately for a graph which makes it feel disconnected from the note. I would rather see that information included directly in the chart so it could help support meaningful goal setting instead of only being collected for reporting. The same issue applies to vitals in the EHR portion for meaningful use since they are not integrated into the chart and therefore require double entry. The CT sign-in process is also difficult and frustrating. Patients often select no symptoms because it is the simplest option and the symptom choices do not realistically capture radiating pain. For example, neck pain with pain radiating into the arm ends up being logged as separate neck, shoulder and elbow pain without showing that the arm symptoms are coming from the neck. There is another form that allows radiating pain but patients can enter combinations that do not make clinical sense, such as saying pain does not radiate while also saying it radiates to the right arm or even to the foot. Fixing the subjective section after patients complete it often takes an extra 3 to 5 minutes. On top of that documents attached to a daily note, such as a doctor's note, cannot really be handled digitally in an integrated way. Some options exist in the program but they are not directly built into the workflow and end up adding extra steps instead of simplifying the process.

“strong reporting, outdated remote access”

Pros

Setting up care plans is easy, linking accounts works well and the reporting features are pretty good overall.

Cons

One major frustration is that it still isn't web-based especially in 2020. The server setup has really held us back because remote access doesn't currently work and, honestly hasn't worked properly for months. Even when it did work, practitioners could only see their schedules. Logging in remotely to make changes is not user-friendly and you can't access basic patient details like phone numbers or email addresses. So the so-called remote access doesn't really feel remote at all. On top of that the system glitches several times every day, like randomly changing block scheduling colors and that makes it inefficient for a busy practice with multiple practitioners. Those issues have led to scheduling mistakes from our team. We've submitted multiple complaints and support tickets for these problems and even though we pay for support, nobody follows up or actually resolves anything. We've used CT for more than 6 years but it just hasn't kept up with the needs of our growing multi-disciplinary practice over the last year and a half. If it were web-based, had better online remote access and booking and didn't glitch constantly, we would have stayed. Instead, we ended up moving to a different platform that fits our needs better.

“versatile across the whole clinic”

Pros

Being able to use it on multiple platforms has been a big plus and every department in our clinic can work with it and tailor it to fit their specific needs.

Cons

This software can be pretty glitchy at times and it's also difficult to get time scheduled on the phone with them. On top of that their support staff isn't very user-friendly to work with.

“flexible ehr with excellent training”

Pros

Out of all the EHR systems I have worked with, ChiroTouch has been the most easy to use. The training they provide is excellent and I really appreciate how customizable it is to fit your own preferences and workflow.

Cons

The macros are a nice feature but I am not a big fan of version 7.2. In my opinion, 7.0 is clearly the better version.

“packed with modality options”

Pros

There's just about every feature you'd expect for handling a wide range of modalities and techniques. The macros are customizable too, although that's fairly standard no matter which software you use.

Cons

Support from IT can be booked out for a month so if something goes wrong, you may be stuck waiting quite a while. The heavily promoted chat feature also falls short. On top of that nearly everything comes with an extra charge. If you want stronger billing or collections tools, that's an additional third-party cost. Better intake workflows? Another third-party add-on. Customizing forms or questionnaires isn't really an option. If you're hoping for a patient portal, simpler patient tracking or check-in features, those just aren't there. Overall, it feels very outdated technologically. The interface, navigation, reporting, syncing information, uploading forms and integrations with other software all seem like they're 10 to 15 years behind.

“too many clicks everywhere”

Pros

The appointment scheduling and billing features are the parts that work best for me.

Cons

Nearly everything else feels frustrating to use because it takes far too many clicks to get where I need to go. Entering information also requires too many steps which makes the whole process feel unnecessarily time-consuming.

“customizable setup, frustrating billing”

Pros

This software works really well all thanks to the help I received from the company. Adjusting and customizing the program also isn't too hard.

Cons

The timeout setting is much too short so I end up having to sign back in several times a day which is frustrating and takes up time. I do like the program but since I don't use it nearly as much as a larger clinic would, it's disappointing that there isn't any lower-usage discount. The monthly billing is also frustrating as I'd rather just purchase the software once and not have to keep making payments.

“powerful billing and messaging tools”

Pros

Handling appointments, patient demographics and billing is very easy and the system is simple to work with on those fronts. It also includes really useful features like text messaging and electronic patient statements which add a lot of value.

Cons

To me the biggest downside is the cost which is pretty high. It was also frustrating to buy the software and then see them move to a cloud-based version a few years later. Another issue is that the appointment and practice apps really should be merged into a single app since switching back and forth between them gets annoying. On top of that they charge extra for what feels like every little feature so the add-on costs can really pile up.

“pricing feels excessive”

Pros

There really isn't much positive I can point to.

Cons

Reporting is frustrating, importing ERAs takes too much time and there are a lot of features included that don't fully work which makes them feel pointless. On top of that they charge extra for nearly every little add-on or feature.

“custom macros and usability”

Pros

The custom macros are a standout feature and the platform is very user-friendly overall.

Cons

The scheduling works fairly well but split appointments don't display accurate availability for online booking. The text and email reminders, along with message blasts, aren't as efficient as they should be. Contact Manager is also barely useful, though we've managed to work around it.

“flexible SOAP notes and quick access”

Pros

Creating SOAP notes is easy in ChiroTouch. The built-in buttons work well and I have also been able to customize my own when needed. Switching between patients and different case files is fast and uploaded documents are quick to pull up whenever I need them.

Cons

Every now and then appointments have shifted to a different provider on the schedule which creates confusion. It seems like recent updates have mostly taken care of that problem.

“better efficiency after the switch”

Pros

It's been proven a great product overall. Moving from a server-based setup to the cloud came with a bit of a learning curve but I am still happy we decided to make the change. Once our team got comfortable with the software, the office started running much more efficiently.

Cons

One thing I really wish they would change is the credit card processing integration. The built-in provider charges extremely high processing rates and having more options would make a big difference. The software also takes a while to learn because there are a lot of steps and some of the workflows are not very user friendly.

“flexible scheduling and calendar visibility”

Pros

A big plus is how clearly the calendar shows when patients have been in and when they're scheduled to come back and it only takes a few clicks to narrow down exactly what you want to view. It also lets you change appointment lengths and assign multiple reasons for a visit which makes scheduling much more flexible.

Cons

Day to day tasks take way too much screen switching. Even though it's simple to see when someone came in, you have to jump to a completely different section to see what was actually done. Payments are especially frustrating because you have to open the same payment area multiple times just to add a note explaining what the payment was for. I counted around 14 or 15 clicks just to add a payment and that doesn't even include entering the amount, then you still have to go back in again to attach the note which feels absurd. It also only allows the payment and notes to be applied to one case, with no way to sync them together so you end up constantly toggling between accounts and screens. There are some useful parts but they mostly seem to benefit the providers. From an admin user standpoint, it's really bad.

“patient messaging still unresolved”

Pros

Handling appointments and payments with ChiroTouch is very easy. The support team has been wonderful whenever we've needed help, always patient, pleasant and helpful. The system also is fairly user friendly overall.

Cons

One issue has been dragging on for a while which is that we still haven't been able to use our CT system to text or email patients. We were told it was being worked on but it's now been several months without a fix. In the end we had to bring in a second system just to manage patient communications, even though that should already be included in what we're paying. Because of that we're now spending extra money on another contact platform. Even though this is really my only complaint about CT, it's a major one and the fact that it has gone on this long is simply unacceptable.

“cluttered workflow frustrations”

Pros

There's definitely a lot packed into it in terms of functionality so it covers quite a few needs. That said the layout is crowded and not very user friendly and without a web-based version it isn't very mobile-friendly or easily accessible for providers.

Cons

Using it has honestly been a mess. I really dislike charting in it and if it weren't so ridiculously expensive, I am sure we would have switched to something else by now. The clinic owner doesn't want to move away from it because of how much money has already been invested in this software. I am not saying it wasn't built by smart people because I am sure it was but I need something that feels more flexible, more modern, more visually appealing and less glitchy. It's nearly impossible to go back and correct things properly. We also run into issues with scheduling and chart notes and the huge number of options ends up being one of its biggest weaknesses because it's so easy to miss something that throws off the whole workflow and then nobody knows how to fix it. It's also basically useless for PTs. WebPT is much better and Jane would be an even better option since it looks cleaner and is generally more user-friendly for both providers and patients.

“Needs some more customizations for chiropractice”

Pros

Hands-down the best chiropractic care management software around. It has helped us increase our patient turnover through better care delivery.

Cons

Please add more custom templates, patient portal gets stuck sometimes.