Reviews

Review Details

• Review fromSandra B

  Date: 04/02/2024

  1 star

  Sandra B

  Date: 04/02/2024

  I merged from ****** to ecw in the past year. It has taken that long we are still not finished with the transfer of data from ****** to ecw. I have spent excessive hours in meetings without resolution. The first things you should be aware of is that almost all the employees have a language barrier. They will consistently advise they can manage a certain expectation and can not deliver on that. For example, in their system they have previous encounters listed from the prior system, however there is no information in the encounter itself. They will migrate the chart as 1 large PDF. The document is so large that you can not send to other offices as well as you can not easily find prior info on your patient. The migration process has been a nightmare. As far as using the charting itself, it is subpar and very difficulty to navigate compared to other emr. There are constantly slowness issues. When calling about a problem you often will have to be contacted by multiple technicians who can not resolve the issue. I had to join social media support group and research topic/problems myself and resolve them that way vs using the help desk. I would advise strongly to try a different emr unless you have over 100K to loose as we have r/t the change

  EClinicalWorks, LLC

  Date: 04/25/2024

  Our team is in touch with the practice to help them with the migration process of the document and ensure a smooth transition.

• Review fromPatricia L

  Date: 05/12/2023

  1 star
  We changed to ECW in 2020. Initial training poor or nonexistent. Initial project person failed to train us before going live on the software and then no longer responded to our emails and calls. Very slow response to support tickets. Language accents are a major issue. Unable to understand on phone calls. Our office closed on 12/30/2022. We notified ECW that we would continue to use the software for an additional 90 days for an account cancellation date of 03/31/2023. We were never told that we needed to start a support ticket for account cancellation at that time. ECW would not honor the 03/31/2023 cancellation date. This resulted in an additional monthly charge of $649.00 for the month of April. We were also given very incomplete info regarding data transport resulting in additional fees. The stress during this cancellation process has been overwhelming. There is not one positive comment we can say at this point. We would give this company a zero rating!

• Review fromAshley W

  Date: 04/13/2023

  1 star
  The eCW customer service people you talk to barely speak English. Their accents are so strong that we cannot understand what they are saying, so there is constant need to have them repeat sentences. They also do not seem to understand what we are saying, because they never seem to get what our issue is. We do not have this problem with any other customer service with other companies.Today, we received a second call from customer service to repeat the same thing that was told to us two days ago. They were telling us how to find the doctor who ordered lab tests and how to look through the user logs to see what day the order was placed. I tried to explain that we do know how to find that information, but it needs to be available on the lab order window so the person working up an order can see that they are only ordering labs by one provider. We have eleven providers in our clinic, and patients may see multiple providers and have multiple orders by the different providers by the time they get to the lab. A single progress note needs to only have labs for a single provider. Yes, we could look through all of those logs and see the information we need, but this is not good for busy workflows. We were told today that the development team did not want to consider making that information available in the lab order window to cut down on ordering and billing mistakes. Our lab sees 50 or more patients in our morning rush most days. With one ordering person, the order info needs to be available in the order window. The workflow is too busy to look through user logs for every order. This is just the latest of many problems we've had with eCW customer service. This product would be better if the customer support department could be vastly improved. They should also take enhancement suggestions from lab and billing, as well as other departments to improve their product.