eClinicalWorks

[In my experience] customer service is non-existant. You ask for simple things and their answer is always, "it cannot be done". Meanwhile, your medical assistant figures out how to do it while you were on the phone with the tech.

There are a lot of features, bells, and whistles, many that I'm sure would be useful. Unfortunately, nobody in eClinicalWorks knows how to use them, so these features are unusable.

[In my experience] this is an IT's heaven and a physician's nightmare. It can take 11 clicks just to refill a patient's medication.

There will be unexpected updates to the program and every time that happens something that was functioning before will no longer function anymore. Then you and your staff will spend endless hours on the phone trying to get someone to fix it.

[I believe] they don't care about their customers. Your complaints about how much time your staff is spending trying to get support will fall upon deaf ears.

[In my experience] things will suddenly malfunction and you will have no idea until you get an angry call from a pharmacy or another office saying your faxes have not come through for weeks.

With every update, they add more clicks. For example, when you are refilling medications there is no easy way to see the latest labs. That takes 4 extra clicks. Furthermore, if you review the labs and need to send a copy to the primary care physician you must exit the screen, find out who the primary care physician is, come back to the lab screen, make a few extra clicks to manually select the primary care physician, then hit send. Their default to forward the labs somewhere is back to the lab, which may make sense to IT, but not to most healthcare workers.