NextGen Reviews

“Customer care is the best”

Pros

My account reps have been great. They check in regularly and make sure everything is running smoothly.

Cons

The system glitches often with one issue after another. At times I noticed reports don't load or it says an appointment was made when it actually was not.

“Quality tool but pretty expensive”

Pros

I really like the user experience, the customer support and the knowledge and helpfulness of our account rep. She is the reason this product is worth our time.

Cons

To me the price of the product feels too high. Plus the Patient Portal is incredibly difficult to use for both patients and staff and needs significant improvement.

“Love using it”

Pros

NextGen Office EHR/PM is an all in one system for EHR, practice management, clearinghouse, portal and telemedicine and it works on any device. Also I find it easy to use and very fast for documenting patient visits. The new Ambient Assist AI scribe makes notes simple too just turn on the mic, focus on the patient and it creates a structured note for you. Their customer support and training are also excellent.

Cons

The system has built-in patient reminders by text and email which is helpful. But for detailed messages, we still need a third-party app. It works fine but I feel like it would be better if everything was built in.

“support responds quickly”

Pros

The account rep consistently tries to help whenever issues come up and they handle problems in a timely way. Also, the account manager always keeps me up to date and offers advice when I need it.

Cons

Billing department. They also oversee calls and honestly that part gets pretty annoying I end up having to generate 100 characters to answer their questions.

“strong EHR”

Pros

NGO does a really good job with usability and handling an enterprise setup where we need to manage multiple practices for our billing company. That's helped us organize our protocols, raise the quality of our processes and keep practice operations running more effectively. The NGO reporting is excellent if you're comfortable with Excel our team actually enjoys it but I can see how it could discourage people who aren't Excel friendly. From a PM standpoint, the platform feels simple. Our registration and front office teams consistently say it's not too hard to learn the workflows for everything from registering patients and scheduling to changing schedules, checking in, collecting copays and more. On the EHR side, it's strong too especially if you've invested time in building custom forms, blueprints, care plans and related assets. If you haven't done that kind of setup work, it's tough to get the best results and you'll likely feel stuck beyond just this platform.

Cons

A big frustration is that NGO doesn't allow other platforms to integrate through an API. Most other EHR/PM systems provide open API access which would let us connect more smoothly, improve the patient experience, tighten office workflows and modernize processes. We've had a hard time understanding why NGO doesn't put more effort into opening that up especially since "preferred partners" seem to have access. If they expanded this, it would reduce a number of workflow headaches we currently deal with using ModMed, eCW, AdvancedMD and other larger systems.Faxes have also been a problem for a lot of us. It feels like there's little accountability on NGO's side for faxing services, faxes often come in delayed and support doesn't provide meaningful updates during the period when things are still unresolved. Support usually moves on once they declare it fixed, even though the same situation keeps happening. When support tickets get marked as known issues, it often feels like that's a "kiss of death" for getting timely resolution. Right now we're dealing with MIPS/MACRA dashboard reporting issues and they were recently labeled as a known issue. I'm hopeful it gets sorted in time for our clinic to review and prepare for the submission date. In the Success Community, the "Ideas" section seems to become the default place to send requests but we rarely see ideas actually accepted even when there's voting activity. This pattern has felt pretty consistent over the last decade we've been working with NextGen.Messaging also needs improvement texting and emailing aren't really useful without the required patient portal. It'd be great to let patients register or sign documents via texting (and receive/complete documents that way), instead of pushing everything to the portal or requiring staff to create documents inside the platform when patients are in the office.Lastly, reducing paper would be a real win but the out of the box setup doesn't seem like it'll cut down much for our specialty. A stronger focus there would be welcomed.

“zero support, rising costs and confusion”

Pros

I've been using NextGen (formerly HealthFusion) for nearly 13 years. The system has historically been simple and at one point the actual product quality felt solid.

Cons

Customer service is basically nonexistent. Over the last few years, support has dwindled while pricing keeps climbing. Everything has shifted to self service enrolling with the clearinghouse and even trying to decode claim denials. Plan on spending a lot more time building cases, waiting multiple days for any response and dealing with frustration over tasks that really should be handled faster. There's also ongoing confusion about who you're supposed to contact at the clearinghouse especially since Waystar seems to get blamed by both sides. Also, the MIPS/MACRA measuring factors feel limited so it's hard to get the outcomes you're hoping for.

“Like the customizations”

Pros

The onboarding experience felt smooth from start to finish. The platform is also pretty efficient and the flexibility really helps as we roll out more clinical services. Being able to customize it to fit our workflow has been a big plus.

Cons

Hands on training with a live person is a bit limited since there's a set amount of time they allocate. If you want additional one on one sessions, there's an extra cost involved.

“Highly customizable”

Pros

We found the onboarding process to be smooth and easy. The system is really powerful and the ability to customize everything is super helpful as we grow our clinical services.

Cons

Live training sessions are quite limited. They only offer a set amount of time and if you need extra sessions, you have to pay for them. Would appreciate if there were more live sessions.

“Plenty of space to grow”

Pros

The account reps are always quick to help when problems arise and the account manager keeps me well-informed.

Cons

Well the billing department often misses calls which is frustrating. On top of that I have to type out 100 characters just to answer their questions.

“Strong EHR with potential for improvement”

Pros

NGO has been great for our billing company especially with managing multiple practices. It has helped us streamline processes, improve quality and run operations more smoothly. The reporting is powerful if you know Excel as our team loves it though it might feel overwhelming for some. For practice management, the system is easy to use and our front office staff quickly learned patient registration, scheduling, check-ins and copay collections. On the EHR side it works really well if you take the time to customize forms, care plans and templates. Without that effort, it can be a struggle like most other systems.

Cons

It limits integration with other platforms by restricting its API unlike other EHR/PM systems that use open APIs for smoother access and a better patient experience. Only preferred partners can connect which makes no sense and slows down workflows. Faxes are another recurring problem as there are constant delays and support does not provide useful updates. Once they say it's fixed, the issue pops up again. Known problems like this including ongoing MIPS and MACRA dashboard reporting errors, are not addressed quickly which is stressful with submission deadlines. The Ideas section in the Success Community feels pointless since suggestions rarely get implemented even after years of feedback. Plus texting and emailing could be much better too. Also the portal is not very functional and it would be far easier if patients could sign documents by text instead of logging into the portal or signing in person.

“Long Term Customer But Never Had Help From Customer Care”

Pros

I have had NextGen formerly HealthFusion for nearly 13 years. The platform is easy to use and it used to work well.

Cons

Customer service is nonexistent. Over the past few years support has been awful and as prices increase, it feels like everything is self-service. You will spend hours creating cases, waiting for responses and getting frustrated over issues that should be simple. There is confusion about who to contact with clearinghouse issues and both parties pass the blame. And I noticed their MIPS/MACRA measuring factors are also very limited.

“Good and customizable”

Pros

The onboarding process was smooth and the platform is very powerful. As we expand our clinical services its customizability has proven extremely helpful.

Cons

Live training is limited to a set amount of time and let me tell you that if you want extra one-on-one sessions, you have to pay for them which is not ideal.

“Worst experience, so avoid it”

Pros

Sending medications is a bit easier but it does not preload the quantity. In my old system it would fill in the bottle size automatically I work in ophthalmology. With this one I really do not have much positive to say.

Cons

Everything about this program is problematic. Whoever designed it should have asked actual clinic staff, doctors and techs for input. We used to have Compulink and thought it was bad but now we are all wishing we could go back. Nothing is user-friendly so if you are considering switching to this software, JUST DON'T.

“medication sending fails to preload”

Pros

Only minor upside is that sending in medications is somewhat more simple though it falls apart because it doesn't preload the quantity. Our previous program automatically populated the bottle size (I work in ophthalmology) so this one can't really be considered a win. I don't have anything genuinely positive to say about this software.

Cons

Honestly it's everything. Anyone involved in designing these programs should spend time with real clinic staff, doctors and techs to get their input because it doesn't feel built for how an actual office runs. We used Compulink before and even then we thought it was bad yet this is worse. We're all hoping we can get that program back. Nothing about the workflow feels user friendly and if you're considering switching your office to this software, don't do it.

“Support fails”

Pros

We picked NextGen Office mainly because we're a small clinic and the pricing fit our budget. honestly it feels like you get exactly what you pay for so it's better to choose the best available option rather than going purely for the cheapest.

Cons

Customer service has been awful. Whenever I reach out, no one seems able to answer basic questions and the support line has so much static that I can't make out what they're saying. I wasn't able to connect with anyone who could actually help.

“Bad experience”

Pros

The reason we went with NextGen Office was we thought it was very affordable. We soon found out why it was so affordable. I would recommend everyone not to go by price when choosing a software.

Cons

The customer service is really bad. They dont know the answers to my questions and theres so much static when I try calling the support line that its impossible to understand them. I could never get help from anyone.

“Not worth your time or money”

Pros

We chose NextGen Office because we are a small clinic and the price fit our budget. But I can honestly say you get what you pay for. So opt for the best not the cheapest option.

Cons

Customer service is very very terrible. No one can answer questions and when I call the support line, there is so much static that it's impossible to understand them. I never got the help I needed.

“desktop speed disappoints”

Pros

The mobile app doesn't feel completely substandard and speech recognition is available so you can get some value from that feature. That said, using it on an iPhone or iPad might still be annoying depending on how you like to work.

Cons

Desktop performance is unbelievably sluggish and it doesn't seem to offer any real advantage compared to other competitors.

“billing costs are high”

Pros

Part where you handle the actual patient encounter felt pretty user friendly. It was still a lot to deal with overall but having templates available made things slightly more manageable.

Cons

Billing was genuinely awful. The software seemed to cost our company thousands of dollars and it was also pricey to support only two providers. Also, customer service was painful to deal with questions would get met with vague, useless responses and it could take weeks to hear anything. After we'd complained enough to finally reach a manager, the response was basically that they weren't going to address our concerns. We switched providers as soon as the contract ended.

“great scanned document separation”

Pros

Filing tools felt simple and there are plenty of features that make it easier to separate documents even after they're already scanned into the system.

Cons

Processing is painfully slow it's prone to freezing which ends up dragging out almost every task I try to do.