Command.App vs. DrChrono vs. Practice Fusion

Templates are customizable and you can take pictures directly into a patient's chart. DrChrono is less appropriate for this reason: they have been working on enrolling my company for Medicare electronic billing for [seven months]. [As a result], I have been unable to bill for any Medicare patients for [seven months]. The only person I have talked to was in India [and] ([the] email address ended in .india). I have had to call Medicare to try to figure out how to complete the enrollment process, [and I ended up with this response from Medicare: "DrChrono needs to [stop being lazy and do something]!." I lost [a] significant [amount of] money. [...]

The best scenario is a small non-profit clinic who needs a great EMR but cannot afford one like EPIC. I might also recommend this to colleagues who are starting a small business because I think PF would be a good, easy, and more affordable to get up and running. I think this EMR makes less sense in the setting of large academic institutions who need lots of easily manipulable data and a huge amount of support.

Incentivized

• Documentation Template Customization

• Document storage- You can upload documents and attach them to specific patients. As well as flag documents that need to be signed, and assign them to specific doctors.
• Charting- Very detailed integration for charting.
• Reporting- We really enjoy the reports we can pull from within the software.

Incentivized

• [Onboarding] trainers and tech support do not know the program.
• [All] DrChrono calls are from blocked, [unknown], or their personal numbers. [Looking] at [each] caller ID, you have to answer every call because they do not register as DrChrono.
• DrChrono [uses] [Google] phone and [I could] not understand what [a] trainer [said] [when I called them]. [I could not hear what the trainer said] over the noise of other conversations on [Google] phone.
• [I] [had] absolutely no way of talking to tech support in person.
• [Tech] support tickets [are] unanswered.
• [They] do not know how to enroll providers to bill Medicare electronically.
• [There was] absolutely no accountability.
• [The] platform was constantly down [and was very frustrating].
• [There was a] consistently, delayed submission.
• [Every] day, [I got] an email about a problem that they are working on.
• [Weekly] issues for platform [was] addressed for slowness.
• Tech support needs [to have professional people answering tech problems, needs to be reliable, and be responsive whenever someone has issues].
• [The] tutorial videos [for DrChrono] are from several years [ago] and no longer apply to the [most] current platform layout.
• [The] help browser [is] nonfunctional.
• [Tech support is not well trained. You can not talk to anyone in person and they often do not answer tech tickets. Onboard trainers do not know their system. Customer often figures out the answers before the training rep. Between the accent and the noise of Google phone, my entire training session was asking her to repeat what she said. When they are rated lowest of the group for tech support, it is for a reason].

• Have Physician Assistant as a provider status.
• Make the notes section of each patients account displays towards the top of page and not the bottom.

Incentivized

DrChrono has resulted in revenue loss

If you don't want to do anything custom, the platform is pretty easy to navigate.

In my opinion and experience, they have a lack of customization so you have to constantly create hacks to make their system work for your practice.

I am glad I am not always affected by the platform problems. You get daily emails notifying you they are working on slowness, ERA submission problems etc

For the most part, the program slowness has not affected me directly.

Their tech support is not well trained. You can not talk to tech support directly. You have to submit work tickets, which have gone unanswered

We always get a return call within the time stated. There are many available topics on the forum and it is often easy to find the issue you are seeking more information on. When we have tried the live chat feature we have been satisfied with the timeliness and response.

Incentivized

When being trained on the billing program, rather than start at the beginning and "TRAIN HOW TO USE THE PROGRAM" the trainer kept asking me what questions I had. I kept saying I don't know what I don't know. Her response was, ok, were done then. You don't have anymore questions. The only thing I could think to do was ask her to explain each item in each drop down box, but she would just read out loud the drop down choices and ask what questions I had. This pretty much sums up their training.

If you have used other EHR and programs, over time you will be able to self train for DrChrono

TheraOffice has the best tech support and onboarding training. WebPT is also good, but their charting templates lack customization. RehabOptima and Casamba are straight forward and reliable. I am currently stuck with DrChrono.

NextGen is hard to use as far as medical records. Practice Fusion is user friendly. There is a great knowledge base for questions asked. Practice Fusion takes all the guess work out of the day.

Incentivized

The platform is often being worked on for slowness.

• Negative: I have lost reimbursement due to the time for tech support to address ticket and the max claims submission time.
• Negative: I have [not had any medicare revenue for seven months] due to DrChrono not knowing how to enroll for Medicare Electronic Billing. This issue still has not been resolved.
• Negative: Lost time due to the platform being down or running slow.
• Negative: Slow claims processing.
• Negative: DrChrono needs [qualified] tech support, [quality] [for] onboard training, [timely] response to technical issues, [and timely] response to billing issues.

• PRO -- I know now what I need in an EMR/EHR
• CONS -- They have overcharged me and it has cost me money
• CONS-- They have disregarded my legal rights which makes me unsure of keeping confidential info in their systems and it will cost me money to switch
• CONS--They have cost me money with the time I've wasted to follow up on my own tickets that they refuse to follow up with