“Lost our account and won't return”

Pros

Well we are no longer affiliated with the company. We actually left them a year ago and have still been trying to recover our GA account ever since.

Cons

I cannot get our GA account returned they merged it into their own GA property and act like it's theirs.

“Frustrating customization and poor support”

Pros

When I first purchased the Kareo EMR, it was because the billing/clearing house was integrated with the EMR so everything could live in one place instead of keeping my clinical notes separate and outsourcing billing. I also believed Kareo offered the best customization options but I later discovered that claim was misleading and the customization wasn't what I was led to expect.

Cons

My experience with Kareo has been frustrating because the medical chart customization is very poor. There's a lot of irrelevant information in the chart that has nothing to do with speech therapy which makes documentation clunky. My Kareo email still doesn't work and patients cannot receive messages from me through their portal as I am unable to send evaluations or treatment notes to them via that route. To get templates to behave how I need, I had to learn computer coding which is not user-friendly at all. Secure messaging also fails to notify me when a fax arrives so I end up checking the fax inbox every day to see if anything new came in. My assigned coach/mentor even set up the wrong insurance plans for billing and I had to correct that on my own. IT support has repeatedly promised fixes but given false assurances four months later my Kareo email remains down. I have filed complaints and gotten no acknowledgment or follow-up. Once a supervisor reached out but nothing was actually resolved afterward. Overall I find myself taking a lot of roundabout steps to get anything done in Kareo.

“easy to deploy but intake forms flaw”

Pros

I find the software pretty easy to deploy, learn and use in our day-to-day operations.

Cons

What I like least is that the patient intake forms don't match our chart documents such as H&P, etc so when patients fill them out the information ends up incomplete and in a completely different layout than what we rely on every day. Because of that I have to comb through those intake submissions and re-enter the details myself something patients should be able to do directly. To make it even more inefficient, the differing formats force me to flip back and forth between multiple screens to transfer data which wastes time and ends up adding hours to my week. I have placed an order to address this but I haven't received any response. It's been really frustrating and it significantly slows our daily workflow.

“easy to use with excellent support”

Pros

The platform is fairly easy to use and had everything up and running quickly. Their customer support has been excellent and the patient-facing features such as reports, assessments, scheduling and billing are precise and very easy to use.

Cons

Nothing major but we'd like to have the inclusion of more step by step setup videos during onboarding to make initial configuration simpler and more user friendly for new users.

“Reliable Scheduling and Simple EMR”

Pros

I find the scheduling and billing features reliable and I really appreciate how simple the EMR is to use, aside from one particular issue.

Cons

Regarding the medication portal, we ran into a major problem Kareo relies on a third-party service to manage how providers can prescribe medications and that vendor enforces strict limits that didn't fit our needs. As a pain management practice, there are occasions when we need to authorize pain meds outside of those rules. For example the third party only allowed one pain medication every 24 hours and that restriction caused real disruptions in our clinic workflow. Those repeated setbacks left us no choice but to migrate to a different EMR. We didn't want to leave but the third party's parameters controlling the med portal made staying untenable.

“extremely simple setup and installation”

Pros

For me, using this program was extremely simple and the entire installation and setup process went off without a hitch.

Cons

I have run into a few issues with the online payment system. My patients are instructed to log into the patient portal to view an itemized statement but that option isn't available when we're only using the billing module alone.

“great but with occasional bugs”

Pros

Scheduling through this web-based platform feels simple and natural and I consistently find that finishing daily notes and evaluations is quick and effortless.

Cons

I occasionally face bugs while using the calendar tab, especially when I am creating recurring meetings or trying to modify appointments I have already made.

“exceptional and patient customer support”

Pros

I find Kareo's customer support absolutely exceptional. The time their representatives spend walking me through questions or problems has been incredibly valuable.

Cons

I wish Kareo offered integration with a wider range of eRM services.

“Incredibly simple and fully configured”

Pros

I found it incredibly simple to use. the whole setup went off without a hitch and Kareo's team made sure I was fully configured and had every resource I needed to thrive.

Cons

When it comes to reporting, I feel the choices are too few and I wish there were more report types and filtering options to better slice the data.

“Top notch reporting tools”

Pros

The reporting tools are top notch and they genuinely help me a lot when I analyze my practice.

Cons

I cannot run it on a Mac so I have to use a Windows machine to get it working.

“Incredibly simple and fast support”

Pros

I have found the app incredibly simple to navigate and really user-friendly and whenever I need help their customer support responds lightning-fast. I have never once been left waiting on hold.

Cons

For me, the lettering is way too small and there doesn't seem to be any setting to increase the font size or make the screen display larger which is frustrating.

“Awful experience from start to finish”

Pros

I have nothing positive to say about this software. it turned out to be an awful, frustrating experience from start to finish.

Cons

My initial run-in with EHR software taught me a lot about how I'll approach future purchases. It started badly as the sales rep kept pressuring me to buy before I was ready which felt aggressive and rushed. The training they offered did almost nothing to help as it was mostly passive instruction and would have made a real difference if the trainer had incorporated hands-on exercises so we could practice inside the system. Almost everyone in our class had already paid for subscriptions assuming Kareo would help them get set up with payers and included in networks but that assistance didn't materialize. As a result, nobody left the session prepared to actually use the platform. On top of that, the new-patient form built into the Kareo system is seriously inadequate as it cannot be edited or swapped out. Because of that limitation, my team ended up having to email a separate new-patient form to patients or bring it out during appointments which was inconvenient and created extra work.

“Consolidated reports and simple use”

Pros

I really like that all of our reports are consolidated within a single program because it's incredibly practical and simple to use and I am a big fan of being able to save documents directly into the patient's record.

Cons

There are occasions when the link between WebPT and Kareo runs slowly and I have noticed that sometimes patient payments don't successfully sync from WebPT over to Kareo.

“Connects reviews and private feedback”

Pros

What I like about the website is how it connects reviews together and I also appreciate that I can leave feedback privately through the option provided.

Cons

Sometimes I find that support responses come with a noticeable delay which can be frustrating when I am waiting for help.

“Incredibly simple and natural to navigate”

Pros

Using Kareo Clinical feels incredibly simple to me. Moving around the system is natural. All patient charts are clearly labeled. I can find what I need in seconds which in a hectic practice is hugely important. Their customer service reps are friendly, courteous and knowledgeable and helpful.

Cons

The main drawback for me is the time spent on hold when calling to talk to someone. Standing by for more than twenty minutes to get a simple answer feels excessive. I understand they're likely assisting other customers but it still gets frustrating. Thankfully their online chat usually responds within minutes so now I prefer that route instead for support.

“excellent online scheduling and seo”

Pros

I have found the online scheduling to be excellent. The patient surveys have been especially useful for boosting our SeO and gathering candid patient feedback that helps me refine and improve our workflow.

Cons

One downside I have noticed is that clients cannot save their credit card details on file before booking an appointment I find this inconvenient because holding a card on file is a feature I expect from most online booking platforms.

“Built-in texting saves time”

Pros

One feature I love most is the built-in text messaging that lets me communicate directly with patients instead of relying on phone calls which really saves a lot of time. The dashboard charts are useful for highlighting where my practice is doing well and where it needs improvement. Overall, the program feels natural and was simple for me to pick up.

Cons

I wish it could sync with our dental practice management software so scheduling appointments and updating the calendar wouldn't be such a tedious, time-consuming process.

“exceptionally well performing phone leads”

Pros

We have seen the phone leads perform exceptionally well and they have caused our patient numbers to grow dramatically.

Cons

Overall, I am satisfied with the software and really cannot think of any areas that need improvement at this time.

“Simple setup but price is steep”

Pros

I found the setup simple and it used to connect smoothly with my software.

Cons

For me, the price is steep and I feel the backlines are poorly managed.

“Constant tweaks and seo work”

Pros

My site gets constant tweaks to stay current and competitive with other sites and I really appreciate all the behind-the-scenes SeO work they continuously perform to keep it visible and relevant.

Cons

I find the system isn't fully functional for my needs. There are several things I want to change or add on the website and when I reach out for help I usually receive a canned email about five days later instead of getting a direct phone call. I'd like to be able to add my own forms or at least have my forms integrate with theirs but that isn't possible. Also, the website calendar doesn't sync with my practice management software calendar so appointments end up getting booked in multiple places and people double-book or schedule everywhere which creates a confusing mess for me and my staff.