“Helped us go paperless”

Pros

Switching this small psychiatric practice from paper charts and an on-site server to a fully cloud-based setup was exactly what we needed. The doctor isn't very tech-savvy and the front desk staff only had basic computer knowledge so the system needed to be affordable, simple to put in place and simple for everyone to learn. From the I.T. side, I was able to get everything integrated in roughly 15 hours which was a big plus. They're also able to scan paper records into the system whenever needed so the transition has been very manageable.

Cons

Kareo University was a little difficult to follow at first. After some time, both of them were able to get the hang of it but the learning materials could definitely be clearer. Setting up the scripts was also genuinely frustrating and took more effort than it should have.

“Loads quickly”

Pros

It has been very simple to use and easy to learn. It loads quickly without glitches and since I started using it in 2016, I haven't had the program crash once.

Cons

Some reports are still difficult to pull together. I'm also not a fan of how patient statements are printed because they could definitely be designed better and are hard for patients to follow.

“Horrible support”

Pros

Being web-based is helpful since I can access it from anywhere as long as I have an internet connection. It also works well with scheduling and billing systems which is a plus.

Cons

Creating and editing templates is very frustrating and far more difficult than it should be. Customer support has been awful, whether through phone or chat because the wait times are extremely long. The software was also down for an extended period and there was very little communication or status information available. It was nearly impossible to get updates from anyone.

“wonderful design”

Pros

Navigating this software feels very natural and moving from one section to another is simple. The design of our website turned out wonderful too.

Cons

Honestly, I wouldn't change anything. My only wish is that we had discovered them much sooner.

“Frequent outages”

Pros

The only real upside is how simple it is to use. Beyond that, not much comes to mind, aside from it being one of the more affordable EHR options.

Cons

The platform has been down for the entire day which has made it incredibly hard to prescribe medications and care for my patients. The telemedicine side is handled separately and doesn't integrate with the rest of the system at all. Support is barely responsive and it seems like they only pay attention when I threaten to cancel.

“Unresolved issues”

Pros

I've been dealing with problems around the "Proof of timely filing" form. I called and emailed many times over the course of several weeks but nothing ever got fixed.

Cons

There are a lot of problems overall especially with proof of timely filing and ARB.

“ease of use”

Pros

The platform feels simple to use without a bunch of unnecessary extras getting in the way. Most of the key assessment templates are already built in and if additional templates or forms are needed, they can be customized without much trouble.

Cons

Even though the forms are customizable, it would have been better if generic consent forms were already included by default.

“Outstanding customer service”

Pros

Support team has been outstanding with how knowledgeable and professional they are. I'm not very tech-savvy but Kareo has made my work much faster and a lot simpler to handle.

Cons

At this time, I don't really have any feedback to add for this question.

“Works well on computer”

Pros

It's very user-friendly and works well on the computer so getting around the system feels simple.

Cons

The software is simple to use though it could benefit from having stronger and more advanced features.

“Faced no problems”

Pros

My doctor's office used this software for billing and paying for my visit through it was really simple. The whole process was user-friendly and made it simple to take care of my bill.

Cons

I didn't run into any problems while using it. It was very clear to navigate and made paying my bills on time feel convenient and hassle-free.

“organized our billing process”

Pros

It has really organized our billing process and helped us save both time and money. Since we're a small company, it makes handling insurance claims and customer billing much more efficient for our team.

Cons

I'd appreciate having occasional refresher training on parts of the software that were harder to fully take in during the initial onboarding period.

“They always assist us”

Pros

Billing is simple and whenever we need help, they get back to us quickly with answers.

Cons

The only inconvenience is that we work with two different tax IDs so we have to switch between them depending on which one we're using.

“awesome support staff”

Pros

This software is very user-friendly and the staff response has been awesome.

Cons

everything has been good so far. The staff has been awesome and I'd definitely recommend it to others.

“Support team was easy to reach”

Pros

The platform was simple to use and whenever help was needed, it was easy to access.

Cons

I didn't run into any issues with the product.

“Several issues”

Pros

Day to day, it works reasonably well for me as a physician especially when entering SOAP notes. Being able to put in ICD-10 and CPT codes immediately after seeing a patient and finishing the note is something I appreciated. It's also fairly affordable when compared with other systems out there.

Cons

Honestly there are several frustrating issues. First, my idea of what a "success coach" would be did not match what they actually offer. During implementation, if you want time with your coach, they just send a link to their calendar and you have to hunt for an opening yourself which is often a week or more out. Second, a lot of the ICD-10 and CPT codes for my specialty still do not appear in it when building a superbill and after two years, that feels unacceptable. Third, when trying to connect to a lab or pathology service, they give you a form to send off and then it's basically on you to make sure anything happens. Neither our hospital lab nor UCSF dermatopathology was able to integrate with it. Fourth, the voice reminder feature is terrible, the voice sounds like an outdated computerized recording from decades ago. If it reaches voicemail, it starts speaking the moment it detects a voice so by the time the patient's voicemail actually records, most of the message is already gone. Patients are then left confused about who called. Finally, the visual accounting screen has a very poor layout.

“Overpriced and full of problems”

Pros

It was free before and honestly that's the only positive I can think of.

Cons

Support is basically nonexistent, really, none at all. Notes have vanished, insurance names were changed and the practice never received online payments. On top of that, eligibility can't be checked and the cost is far too high for the poor quality especially at over $600 for 1 MD and 1 PA.

“easy to understand”

Pros

This tool was very simple to pick up and it only took us one day to learn how to use the system.

Cons

At this point, I'm happy with the software and haven't run into anything I dislike.

“Clueless support”

Pros

Working with this company has been one of the worst experiences we've had with any platform. The support team is incompetent, the platform itself is incompetent and the account managers don't seem to know what they're doing either. It feels like people are constantly being shuffled in and out because nobody ever seems able to explain why something can or cannot be done.

Cons

Everything has been a problem. The platform can't read columns in Eaglesoft which means there are at least five extra manual steps just to get data ready for the software to process. It's extremely complex, nothing feels user-friendly, nothing is automated and the responses we get are frustrating because they just go in circles without solving anything.

“Too expensive for small businesses”

Pros

It sounded promising and came with plenty of useful tools and features that could help make running a clinic more efficient and productive.

Cons

For a small business, the price was just too high to make it practical. It also includes more extra features than a small cash-based practice really needs.

“Simple charge entry and payments”

Pros

Entering charges and posting payments is very simple and doesn't take much effort which makes daily use really convenient.

Cons

The reporting side feels lacking because some reports I expect to have just aren't there and the ones that are available are not very useful. It also needs better reporting options overall and being able to copy and paste from an ERA would be a big improvement.