eClinicalWorks Reviews

“Worst - Be it customer support, training - Plus unnecessarily expensive”

Pros

Patient scheduling works well, though we were told the reports would be great, but they turned out to be neither good nor user-friendly.

Cons

There is no upper management presence, and no one is available if you have complaints you are on your own. During the demo, they promise everything but deliver nothing.

“Good but lacks many features”

Pros

The ability to integrate with other clinics and facilities is great and my team learned it quickly.

Cons

It does not have as many features as Epic or Cerner but I find it works well for outpatient practices. I first used it when transitioning from paper records to EMR and wish the process had been more efficient.

“Works for us, but it is AI that creates doubts”

Pros

It definitely helps simplify things like documentation and keeping my inboxes up to date, which makes my day to day much easier.

Cons

The fact that its AI-generated makes me question how secure the information really is.

“Decent EMR for small business”

Pros

It is not too complicated, and I love that you can set it up to work alongside other systems. Makes everything much more streamlined.

Cons

Its not the most intuitive system, feels a bit clunky when navigating and I often find myself unsure of how to use certain functions.

“Does its job”

Pros

It's user-friendly and I can easily get support when needed.

Cons

You need to create a support ticket and then wait for a callback. It would be much better if we could just call directly to start resolving issues.

“Reliable and decent”

Pros

eClinicalWorks is very easy to use, highly intuitive and meets my daily needs as a psychiatrist which helps me do my best work.

Cons

The cost is high, unfortunately even higher than our usual platform so my colleagues do not seem interested in making the switch.

“easy navigation, need assertive support”

Pros

The navigation is easy for me and I try to stay current with new features.

Cons

I have found that I need to be assertive with the support team to make sure I get a timely resolution.

“Offers numerous helpful tools”

Pros

There are plenty of tools for every function I need on my clients medical charts. Inputting medical information is easy and even though the display is a bit busy, the placement of buttons makes sense.

Cons

At first, learning the system can feel a bit overwhelming. Booking patients for specific time slots is not always the easiest thing to figure out either.

“The mobile app needs improvements”

Pros

If I were in charge of purchasing software, like I was in my previous practice, I would quickly look for an alternative, maybe even Epic, so it could integrate with all the surrounding hospitals because it is a system that is not used by many big hospitals.

Cons

The mobile app randomly stops working and support staff are unable to help remotely. I have to go back to the office to reset the app I am trying to use outside. The staff is not responsive at all they just "open a ticket," which feels like code for ignoring my issue.

“Software is not worth the investment”

Pros

I have no positives. I discovered they settled with the DOJ for lying about their product. The whole company operates unethically.

Cons

The software is riddled with errors. I have to report each one individually by opening a ticket through another webpage. No matter how obvious the problem is, they insist on calling me and logging into my computer instead of trying to check it out themselves. In the end, nothing ever gets fixed.

“Don't go for it!!”

Pros

I can use it on a tablet which is really convenient. Though, it does cram a lot of stuff on the screen, some of which I do not find all that useful.

Cons

From the annoying login process to being forced to falsify records, it feels like everything about this system makes it harder to access the information I need. The multiple layers of menus and extra clicks just make everything more frustrating. The onboarding was handled by just one person not a team, and honestly, she had to Google everything we asked. We could even see her Googling on her Zoom screen, though she did not realize it. In my opinion, it is a total ripoff. From top to bottom, it seems like they really don't understand medicine. It feels like they're just in it to mine data.

“Really user-friendly with great support”

Pros

The platform is really user-friendly and keeps all my patient and practice information in a single spot which makes it effortless to roll out in new clinics and quick to train new team members. Customer support are always upbeat and easy to get hold of. Our practice depends completely on this system so I rely on it every day and there are well over ten features that I regularly find useful.

Cons

Honestly I cannot think of anything about eCW that I dislike.

“Poor customer support”

Pros

I have nothing good to say at all.

Cons

We've been dealing with an issue in our medical practice for a couple of weeks now and it's nearly impossible to get in touch with someone who can explain what's happening. I've been sending emails, submitting tickets and getting no response. The worst part is that once you're locked into this system, it's very difficult to get out.

“We didn't like it much”

Pros

They have a strong marketing team but the features I was interested in were greatly exaggerated.

Cons

So far, there's not much to like. The system is clunky, and it can only be accessed through a widget that does not work well with Apple devices (multiple popups and quick auto log-outs make it frustrating until you eventually just start ignoring it). Also, after making a change, I have to press refresh, which can take up to a minute to show the order. Initially, the pricing seemed transparent, but its misleading. The so-called full feature at $600 is actually incomplete and the price almost doubles per person once you start. They bank on you needing add-ons, and those are not listed upfront. After spending 3 to 5 months onboarding, you are essentially stuck. Features like Prisma for hospital records cost $750 per hospital to activate and $25 per month per hospital per provider, which really adds up for my six providers. Text message appointment scheduling is included, but sending patients fillable forms costs 15 cents per message. Fees for kiosks and payment systems all come with add-ons that are not mentioned until you are locked in. So far, the EMR is terrible. You cannot even order a sleep study because its considered a specialty order that should have been discussed during the initial setup. Referrals have to be entered manually, meaning I have to Google and contact every provider I want to refer to and input their details into the system myself. Labs only work if I have a specific lab set up for instance, I cannot order an ESR because Quest uses a different code, so I have to call them, or the system wont process it. There are a lot of unnecessary things marketed as safeguards, but they end up making the workflow longer. On top of that, the medication transfer feature is non-existent. After onboarding, I was told not to rely on it. Each pharmacy has to be Googled and manually mapped out because they do not have their own database. Despite supposedly having the largest P2 network, only three providers showed up in my city of a million people in Texas, likely because there are fewer users in my area.

“Avoid it to save yourself from regrets”

Pros

The only benefit is that we have an EMR rather than none.

Cons

For anything I have to click infinitely. Plus they make changes that benefit them while ignoring the needs of the doctors who use the program daily.

“They dont follow the signed contract”

Pros

The EHR is okay once we learned how to navigate it but the tech support experience really cancels out any positives.

Cons

Tech support was really bad. They are not well trained, which wastes your time. All support is based in India and some have accents that the staff struggles to understand. You can never call them directly because they lack the confidence to handle calls. Even when issues are related, each one requires a separate case, and they call back at their convenience often when I am with patients. The entire experience is exhausting.

“Absolutely atrocious”

Pros

The only good thing about the software is that I get to stop using it at the end of the day.

Cons

eClinicalWorks is unbearably slow. Even on a high-performance laptop with 32GB of RAM and a fiber-optic network connection, this software is very slow. I have video proof showing it takes more than 45 seconds to switch between screens within a patient chart not even between different patients. Most tasks are very time taking and while I could tolerate that if the system were fast, it simply is not.

“simple to use with wide integrations”

Pros

What I really like is how simple it is to use and the wide range of integrations it offers. It bundles everything you'd need to run a medical practice into one package. I have been using eClinicalWorks since 2008 and would gladly recommend it to others. The implementation went smoothly and the support team is consistently helpful. In my office we rely on it for scheduling, billing and every other operational aspect of the practice.

Cons

I have been attempting to transition from the desktop EXE version to the web-based version and that's been a personal hurdle for me because I have used the EXE client for such a long time that switching feels awkward.

“extremely efficient with many features”

Pros

In my experience eClinicalWorks is an extremely efficient platform because it offers many features that help manage patient databases.

Cons

Right now I honestly cannot find a single feature of this software that I would say I dislike.

“No user friendly”

Pros

The system offers an intuitive diagnosis capturing feature, and system downtime for maintenance is rare.

Cons

Unfortunately, there are several downsides to the software. It lacks userfriendliness and requires users to figure out how to use and customize it on their own. Additionally, the customer service provided is subpar, with all support now outsourced to foreign countries.