EClinicalWorks, LLC (Headquarters)

I have been waiting for over two weeks for your company to fix my escribing issue. I am unable to escribe as ecw says that I am not registered. We are told to put in a ticket then twice I was informed that the case was closed even though... I STILL CAN NOT ESCRIBE! Who is closing this is possibly someone who is inexperienced at fixing this issue and this is UNACCEPTABLE. This issue needs attention ASAP. YOUR company is being paid for our services yet we are not getting the service which you promised. You have been called on numerous occasions and by various people from FamCare regarding this issue. This is RIDICULOUS!

E clinical works is a very fraud company. I will never suggest anybody to work in ecw, they are really a cop who stole employee's money. They gives only 1/3 amount of PF as a employer share and rest of the money they are moving into Pension(more than 80%) where employee should get equal money which was deducted as a employee share. They only gives good facilities and salary to attract people. Their management level is extremely worst and hr of this company think that they are the queen of the world, whatever they feel they do whether it is right or wrong they don't bother about it. I was really a bad experience while working with them. If I would like to rate them, I will give a1star.

Eclinicalworks breached its contract with us. It did not provide billing or electronic records management services as per the contract. In October 2013, we retained eClinicalWorks ("ECW") to provide electronic records management ( "EMR") and billing services ("RCM") for us. Since that time, we have discovered numerous errors and failures in both the EMR and RCM services. We brought these failures to ECW attention over the last four months. However, ECW failed to respond or did not correct the problem. We terminated our contract on 2/1/14. ECW is now seeking to impose cancellation fees for the termination. Our position is that these fees are not applicable since ECW breached its contract with us. ECW was provided with a detailed information regarding its breach via letter dated January 24, 2014. ECW never responded and when ECW management was contacted, they stated that no response was required and further stated that patient information would not be released to us until the balance was paid.ECW breach of contract consists of, but is not limited to the following: its failure to submit no fault claims in compliance with applicable NY state laws and its failure to perform its services in a competent and workmanlike manner as required by contract.ECW did not submit claims in accordance with NY state no fault insurance laws. Specifically ECW failed to submit claims within the 45 day time period mandated by state law. As a result our no fault claims have been denied. Under the contract, ECW agreed that it would submit claims in accordance with all applicable laws. We have lost substantial revenue as a result of this failure and we expect ECW to reimburse us for these losses.ECW has failed to perform contract services in a competent and workmanlike manner as required by contract. First, ECW repeatedly sent bills to the incorrect payers. Bills that should have been were sent to Healthfirst were incorrectly sent to [redacted]; and patient bills that should have been sent to 1199 insurance were sent to [redacted].When this error was pointed out by our offce, ECW responded that it was a mapping problem in the software would be corrected. ECW never corrected the problem. As a result, we have lost income and will have to pay another billing company to resubmit these claims to the correct payer. Second, ECW did not check patient records before submitting bills to payers as any competent biller should do and as ECW agreed to do as part of its workflow. For instance numerous no fault bills were denied by payers because they did not contain the date of the accident. Yet this information was noted in the patient's progress note. ECW should have checked the patient records. Additionally, bills were denied because ECW sent them to the wrong payer id because it failed to check patient insurance cards that were scanned into the system. Third, when bills were denied by payers ECW failed to resubmit them in the contractually provided timeframe. Under the contract ECW agreed to process bills and claims within 96 hours. It did not. Instead, either no action was taken or denied bills sat for more than thirty days before resubmission. Fourth, ECW failed to bill for certain office visits. Fifth, ECW also failed to correct critical technical issues that affected our ability to communicate with ECW. Initially, ECW told us that communications with ECW would be through actions noted on the system. We submitted numerous actions and never got a response. We repeatedly raised this issue with ECW and were told that it would be fixed. After three months passed, we were told that ECW changed its procedure for communications and that the account manager assigned to our office was not aware of the change ! Finally, ECW failed to correct the insurance matrix in the system and as a result of this failure all insurance payers were not accurately reflected making it almost impossible to use the system. We were told that ECW would review the patient's insurance cards on file before submitting claims but it never did. Desired SettlementECW should waive the termination and cancellation fee it is attempting to impose. ECW should reimburse us for the bills that were denied as a result of its failure to submit them in accordance with applicable no fault billing laws. We can provide ECW with a detailed statement of these damages upon request. ECW should reimburse us the costs we incur to resubmit all of the bills that were denied. We can provide ECW with a detailed statement of these costs upon request. Business Response Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Please see the email and attachments sent to Christina Price at [redacted]@cne.Revdex.com.org. Final Business Response We are actively working with the customer to resolve this amicably. Final Consumer Response

I was promised complete transition of my current electronic medical records system to the new electronic medical records system, by 5-3-13.Eclinical works system was purchased by me on 12-1-12, with payment given by me to Eclinical works at that time for the system, the transition/migration of my old medical data, and service for this new system. This process was supposed to 'go live' on May 3, and in order to 'go-live,' Eclinical works instructed us to essentially close for 3 days prior to the 'go-live' date, so that all staff could be trained, etc. 2 days and then 1 day prior to 'go-live,' Eclinical works told us the data migration would be totally taken care of perfectly, and for us to definitely not worry about it. However, on eve of 'go-live' date, the same people told us they were unable to migrate our data, and that it could be done possibly in the future. But that was not our deal, and there was no way for us to use a new system without the old medical data---as we had discussed prior to signing on to any new system over 4 months ago, and repeatedly every week since then. And since the build up for the 'go-live' was so involved, having to close to office for multiple days and take staff away from their posts for weeks, there is no way to repeat this process in the future, without significant losses to my practice, both in patient care and in reimbursements. Therefore, I want money back for everything I paid Eclinical works, as well as the hardware they made me buy, and the damages from lost patient encounters/office closure and lost staff time.Desired SettlementEclinical works package: 10,000Hardware additional: 10,000IT support: 10,000Staff support: 30,000My lost patient encounters (3 days of lost work): 60,000Total: 120,000Business' Initial Response eClinicalWorks handles data migration regularly for many customers and from multiple systems. In this particular case, we informed the practice that its previous vendor needed to provide non-proprietary files for our migration. This problem was clearly identified during the implementation process and discussed during calls. The practice's [redacted] was asked to follow-up with that vendor on many occasions and, to our knowledge, did not. Data migration is not a condition of going live with the new system and we were ready to bring the practice live; however, this practice stopped communications and cancelled the contract. We processed that cancellation upon request. Consumer's Final Response (The consumer indicated he/she DID NOT accept the response from the business.)The importance of being able to migrate all patient [redacted] and Electronic Medical Record data prior to "going live" with Eclinical Works was stressed to [redacted] and [redacted] on numerous occasions starting well before I signed up with Eclinical Works. And prior to and after signing up with Eclinical Works, my office and I were constantly reassured that everything, including the [redacted] and Electonic Medical Records migration, would be taken care of perfectly. And despite these lengthy assurances and reassurances by Eclinical Works, my office and I continued to ask Eclinical Works if we could be helpful or useful in any way to facilitate the data migration. And we were told over and over that our assistance was not needed and that everything would be perfect prior to going "live." Simply put, there would have been no relationship or contract with Eclinical works unless I was promised on multiple occasions that my previous patient data would be imported into the Eclinical Works system before going "live." The constant untruths that Eclinical Works has put forward to this point, on the Revdex.com website, are easily contradicted by the details below. Attachments, as numbered below, are being simultaneously sent to the email that the Revdex.com provided---to [redacted] at [redacted] Again, to reiterate, I want all of my money back from Eclinical Works. I also want money to compensate my having to close my office for 3 days in preparation for a "go live" date that never happened---never happened because Eclinical Works never migrated my previous patient data as promised. 1. Attached is the "Implementation Pre-Assessment Sheet", where "yes" is selected for both PM Data Migration and EMR Data Migration (see attachment 1). 2. 2/8/13 - after being unable to contact [redacted] at his office phone (XXX-XXX-XXXX) on numerous occasions (see attachment 2), [redacted] was emailed my concerns both by myself and my [redacted], [redacted] (see attachment 3). 3. 2/8/13 - [redacted] and [redacted]'s Team Lead, were both emailed my concerns as well (see attachment 4 and 5). 4. 2/14/13 - I emailed [redacted] informing him that I could not go forward with eClinicalWorks with the way he was describing the PM/EMR data migration and if that was the only choice then I did not want to go forward with eCW (see attachment 6). 5. 2/18/13 - a conference call with [redacted], [redacted] and [redacted] was scheduled for 2/19/13 at 11:00am EST to discuss the details of the data migration (see attachment 7). 6. 2/18/13 - the initial extraction was supposed to occur at 7:30pm, but [redacted] failed to call us. And so, I sent another extremely concerned email to [redacted] (see attachment 8) to which [redacted] replied "I escalated this issue up to the next level and was told that your issues would be addressed and taken care of and the appropriate parties would stay on top of your implementation...". 7. 2/19/13 - during the conference call with [redacted] and [redacted], I made it very clear that I could not go forward with eCW unless ALL PM/EMR data was to be migrated into eCW, to which [redacted], [redacted] and [redacted] reassured me would not be a problem. 8. 2/22/13 - [redacted] informed me that [redacted] may need more time in the old EMR system in order to access the EMR data but never once informed me that the EMR data migration could not occur nor did he ever tell me that it was my responsibility to obtain the EMR data for him (see attachment 9). 9. 4/24/13 - it was reiterated to [redacted] and [redacted] substitute) that the PM/EMR data was only approved if ALL data and documents were migrated to eCW (see attachment 10). [redacted] was also supplied with an extensive list of STI contacts in order to migrate the data, which they promised would be taken care of. Shilpa had also been supplied STI's contact information to figure out how to migrate the data, but to my knowledge, she never contacted STI. 10. 4/26/13 - [redacted] was provided very detailed examples of documents that absolutely needed to be migrated into eCW (see attachment 11). [redacted] and [redacted] again promised that it would all be taken care of. Neither [redacted] nor [redacted] ever stated that it was my responsibility to obtain the data from STI. 11. 5/1/13 - [redacted] and [redacted] were both inquired whether they had any updates on migrating the EMR documents into eCW, whether they had contacted STI, and whether there was anything that could be done in order to get all the files migrated into eCW, and there was no response to those specific questions (see attachment 12). 12. 5/1/13 - Due to a lack of response via email on [redacted] and [redacted]'s end, [redacted] called [redacted] who conference called [redacted] in order to inquire about the status of migrating all EMR data into eCW prior to going "live," to which [redacted] and [redacted] assured [redacted] that everything would be taken care of and there was no reason to stress about anything. This conversation was carried out on speaker and witnessed by [redacted] and their own employee, [redacted] (see attachment 13). Once again, [redacted] and [redacted] never mentioned that I needed to obtain the EMR data from STI and provide eCW with it.

I cannot use the system due to defective settingPlease call me Desired SettlementPlease call me Business Response We have made multiple attempts to discuss this particular issue but have been unsuccessful in reaching her regarding this complaint. We continue to try to have a discussion so we can resolve the case.

This company is paid to provide a patient portal for medical patients. Their account recovery system is broken and they have not been responsive via email, facebook or their website.

The company failed to deliver services according to the contract and promisesOur contract says,eclinicals will convert all patient clinical and non-clinical data from our old system to eclinicals. We paid them monthly for one year but patient data conversion was not done according to the agreement. Now we want to terminate the agreement and close the account but we could not. We contacted [redacted], [redacted] for eclinicals,in early October 2013 and he agreed to forward our request to the concerned Department but nothing happened.We have made several follow-up calls but nobody replied to our phone messages. We have not used their Electronic Medical Record(EMR)since the end of April 2013 but we are still getting a bill.Desired SettlementPromise was not delivered,contract was not honored and we would like to receive full refund ( 12 months payment).Business Response We have been working directly with the customer to resolve these issues, which should be completed in a mutually agreed upon manner soon. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They agreed to terminate the contract and they have asked me to write a letter of terminationbut there is no mention of refund to all my payments made to them for the past 12 months. Enforceable contract has been made and this company did not fulfill it's obligation and promise. This company has agreed to convert all patient information from our old Electronic Medical Record to themselves. We waited for one year but they did nothing. Therefore they have breached the contact and we demand full refund of all our payments.Final Business Response We currently have ongoing discussions with the practice regarding both the contract termination and crediting the account for time that the system was not used by the practice.

eClinical Works provided us with a product which failed to meet the advertised and demonstarted features during demo.My company retained eClinical Works for migration of our current Electronic Health Record (EHR) and Pratice Management (PM) software to their latest EHR and PM software. This included migration of our current patient records. The sotware was advertised as being [redacted] 2 [redacted] accredited, stable, flexible and that their engineers would be able to extract all discreet data and import it in a meaningful way in their software. Leading up to [redacted], their engineers repeatedly failed to extract all the data which was picked up by my staff prior to [redacted]. Due to data retention policies by the Federal and State Goverments, I would have exposed myself to great liability. During [redacted], their cloud based software solution was "buggy" and continously crashed. Whenever they fixed one issue, another issue caused their system to crash or give countless error messages. Even by [redacted], key [redacted] information had not yet been appropriately imported. Key features which were of critical importance and discussed prior to signing an agreement, were not available in their software. During demo, they promised that their software provided for a Durable Medical Equipment order entry, yet they could not show it because their sale's person was unfamiliar with the feature. During [redacted] it became apparent that no such feature existed. They used a jerry-rigged work around that they put together by entering medical equipment like walkers as make-believe medications. Existing scanned documents came up at 1/8 size and were unreadable. Interface with e-prescribing was no working. Interface with [redacted] was not working. Notes would not be electronically stamped with date and time, but added as text which can be manually modified. Patient related messages were not electronically tracked and saved to the patients record. These and many more issues were promised to us during demo, but the comapny did not deliver. Our trainer was nice and tried to be helpful. She was not appropriately trained by the vendor. She even requested a letter of recommendation so she could look for another job in her field. Realizing that eClinical would be unable to meet their obligation, I presented them with a Breach of Agreement on [redacted] or three days after [redacted].Desired SettlementeClinical Works (eCW) entered into a contract and was unable to deliver the services they were contracted for. They made promises during presentation which they are unable to meet. The software was continuously crashing even on the 3rd day of [redacted] before we were able to even attempt customization. We incurred great cost by cancelling office hours and loss of revenue, overtime of personel to set up for eCW, and additional hardware which needed to be purchsed specifically for eCW specification. I request a full refund of all money paid to date. We did not cancel our service with them as they alledge, but they were place in Breach of Agreement on [redacted] I have attempted to resolve these issues with them directly, but they hide behind the corporate structure and besides Mrs. [redacted] from the [redacted] Department, nobody else is willing to even speak with me.Businessess Response As part of the eClinicalWorks agreement with [redacted] and [redacted] eClinicalWorks disclosed the services offered through our implementation, costs, a standard implementation timeline and a Hosting Agreement which outlines Compliancy with Laws and Service Levels. As with all software programs, including eClinicalWorks, there are hardware recommendations to ensure optimum performance. The eClinicalWorks application offers a wide variety of options within the core software package. As each practice has different preferences, the software is customizable to each office's needs. With only 40 hours of on-site training requested from the practice, our trainer covered the basics of the software during this time, including how to customize the software. Training for additional services usually requires more training outside of this allotment which can be requested by the practice, both free via online Webinars and at cost. Regarding data migration, all data was migrated from the files that eClinicalWorks received from their prior [redacted] vendor. eClinicalWorks can only migrate the data it's given. This was discussed between the programmer and Dr. [redacted] on [redacted] previous vendor was storing scanned documents with a 3rd party in compressed format. We attempted to download the files, however [redacted] previous [redacted] vendor shut off the external hard drive in the middle of this process, not allowing us to complete. Dr. [redacted] was aware of this and also acknowledged this to our programmer. Services and interfaces in which [redacted] was requesting required interaction with other vendors to ensure setup. [redacted] office manager was informed to contact IMO directly to sign up for this service and shown how to set up their [redacted] for registration. She contacted one of the companies they wanted to sign up with although we are unsure if she signed a contract with them. Another company required response from the team in order to work on this interface. An email was sent to the office manager on [redacted] informing her of this, and our trainer informed Dr. [redacted] in person.The other disputes outlined were either not brought up during training or are a work flow change for [redacted] from their previous vendor. Every software is different, therefore the workflow may not be the same. Separately, the eClinicalWorks contract outlines a cancellation fee. eClinicalWorks refunded a portion of the fees; however, a significant percentage covered contractual upfront fees for work that was completed. We welcomed the opportunity to work with [redacted] and [redacted] and tried to make this relationship work.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)eCW is not addressing the foundation of my issues surrounding their Breach of Contract. eCW was contracted to provide us with working software to be implemented in line with [redacted] criteria set forth by the federal government. The federal government set strict guidelines as to what needs to be met in order to be able to attest under [redacted] stage 1 and stage 2. Not only does the vendor need to attest, but each individual provider needs to do so. This includes specific data to be entered like demographics information, including separate fields for race and ethnicity. eCW software solution, as implemented by their engineers in my office had these 2 fields combined into 1. This by itself would preclude me from attesting for [redacted] Many other such shortcomings were noted. I would not have been able to meet governmental guidelines with the software provided.I did indeed contract for 40 hours of training. Training means to provide education to the user as to the proper utilization of the software and its features. Three days into the training, the software as provided by the vendor continued to crash and provide software errors on all core features. This included scheduling, messaging, ordering, and more. The software solution hosted, installed and maintained on eCW servers was not configured properly prior to their trainer presenting to my office to train my staff. Training of my staff and physicians does not include my need to troubleshoot coding, programming errors and software bugs in the vendor's software. Those programming issues needed to be addressed long before the software was rolled out to me, the client. I was not a beta tester. I contracted for a fully vetted, functional and operational software meeting [redacted] criteria. After patiently attempting to address these issues with the vendor, I resorted to inform them that they were in Breach of Contract by not providing the contracted services. The trainer provided to us was also not trained in all aspects of the software as I indicated in my original complaint. She was for example not trained in the "scribe feature" which we contracted for. This feature would allow us to interact with voice recognition software.No data was given to eCW as they were contracted for data extraction. The data extraction was only partially completed. Extracted data was only published in 1/8 size in eCW software rendering it unusable. The claim that our previous vendor was storing scanned documents with a third vendor is also factually incorrect. It was being stored on an external drive attached to our server by the vendor. The system was fully operational prior to eCW access to our servers. eCW attempted to transfer the data to their servers over the internet which was too time intensive due the vast amount of data. Due to their lack of expertise and planning, I had to purchase an additional external drive so they could extract our existing data to that new external drive. I had to ship it to them overnight. This data extraction was a very rushed, poorly planned and even worse executed affair. After extraction of data from our servers was completed by eCW, one of the existing external drives was turned off and our existing system started to malfunction. I did communicate with their engineer once this issue was identified by our existing vendor. At no point did I say that our current vendor turned off that external drive, as this is also factually incorrect. It was more than likely turned off by eCW engineers (probably accidentally).The issues raised about IMO software was poorly addressed by their project manager. We were originally told that eCW would set this up for us, only to find out during training that this had not occurred. Since we never had a stable software platform, the IMO situation was only an inconvenience and not a full blown problem. We never reached the point where we were able to use the software in a clinical setting, as the software continued to crash during training. Workflow related issues were being addressed during training, but could not be completed as the software continued to malfunction during training.Hardware requirements by eCW were met prior to training and was actually confirmed by eCW engineers. I do not see why they raise this issue as it is irrelevant. The servers were installed, maintained and supervised off site by eCW. eCW management is aware of all issues surrounding this complete fiasco, as it was extensively discussed with them during [redacted], training and in a long follow up conversation. Stating that eCW attempted to make this relationship work is as disingenuous as it can be. I do not talk about customizations issues, but the very core software provided to us was continuously crashing. We tried ongoing training, but even that could not be completed since the software itself kept on crashing during training. Since eCW was placed in Breach of Contract by not meeting the understanding of the agreement, I do not see their ethical or legal standing to discuss cancellation fees. Please also review my original complaint, as most issues have not been addressed by the vendor in their response.Sincerely,[redacted], **for [redacted] and [redacted]Business Response [redacted] and [redacted] was provided with a fully-functional product, an executed contract of which was faxed to the practice. eClinicalWorks software has been certified by [redacted] for both [redacted] Stage 1 and 2 requirements. In fact, eClinicalWorks has more customers achieving meaningful use than most other vendors. During the initial contract phase, [redacted] and [redacted] client had not contracted for [redacted] When the practice inquired about [redacted] they were directed to contact [redacted] directly in order to sign up for the functionality as this is a third party vendor. For data migration, eClinicalWorks migrated all data in accordance to the data evaluation plan, which was agreed upon and signed off on by the clinic. Data was loaded in accordance to the agreed upon charter. Any issues that were mentioned at the time of the test migration were resolved at the time of the final migration. Regarding training, eClinicalWorks software training specialists are fully-certified on the eClinicalWorks software suite. They have to follow a rigorous certification process with involves many weeks of training accompanied with stringent testing. During the week of on-site training with [redacted] and [redacted] a few issues were noted and resolved in accordance with eClinicalWorks SLA. When errors come up, it is our goal to minimize interruptions to the practice and resolve open issues in a timely manner. In [redacted] case, most cases were resolved the same day that they were opened with the exception of a few that aged for one day. Regarding eClinicalWorks Scribe specifically, the trainer answered any specific questions the feature, including process and workflows. Once training was complete, we addressed Dr. [redacted]'s concerns and then processed his cancellation upon his request. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The company is not providing an accurate reflection of the events. They are misrepresenting their interaction with our company. Their product may be certified, yet the implementation of their software on their servers continuously malfunctioned. They were deceitful by mentioning that our hard [redacted] and [redacted] did already attest for [redacted] prior to signing up with eCW. Their engineers did not migrate patient demographic information appropriately and would have made us fail re-attestation. Patient records did also not fully migrate even after identifying the issues with their engineers. As such, the migration did not occur as planned. The data migration issues were NEVER resolved.When I retain a company, it is their job to assure that their software is running as designed. The vendor acknowledges in their answer above that "a few issues were noted and resolved in accordance with eClinicalWorks SLA. When errors come up, it is our goal to minimize interruptions to the practice and resolve open issues in a timely manner." During the week of on-site training by eCW, my staff is to be trained and software solution to be customized. We did not purchase a beta version of software that needs to be fixed. On-site training is just that, training. By the time the on-site trainer left on the 3rd day of [redacted], many issues remained unresolved and my staff lost 3 days of training. The on-site trainer acknowledged that she was not trained on the scribe feature, her words, not mine.In my opinion, eCW management is unprofessional, unethical, misleading and frankly using their size to pressure their customers, even if they are at fault. Prospective customers must be made aware of how they will be treated once an issue arises with the vendor. No resolution was provided by the vendor. Short of some sort of refund, I remain unsatisfied with their response.

I have made multiple calls, over the last 6 weeks, to customer support to get help reinstalling software on our server. No return calls from manager.Our server, that houses all of our patient records had a broken raid. We had that repaired. However, now I am unable to access the software. My IT guy said that software needs to be reinstalled. WE bought the software rights when we started with eClinical 10 years ago. I've left multiple messages requesting help. I still have patients requesting their records. This is a patient care issue!! These folks need their medical records. I need help accessing my server.Desired SettlementRe-installment of software to allow for a read only access of our eclinical records for our patients.Business Response This is a previous customer that relocated their servers and when trying to access the read-only mode of eClinicalWorks, which former customers have, they realized there was a hardware failure. A local IT company fixed the hardware failure but it seems the eClinicalWorks software was wiped out. This has been escalated internally to get it set up again. Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)The company did coordinate the re-install of the software. I am back up and running.

The company failed to deliver services according to the contract and promisesOur contract says,eclinicals will convert all patient clinical and non-clinical data from our old system to eclinicals. We paid them monthly for one year but patient data conversion was not done according to the agreement. Now we want to terminate the agreement and close the account but we could not. We contacted [redacted], [redacted] for eclinicals,in early October 2013 and he agreed to forward our request to the concerned Department but nothing happened.We have made several follow-up calls but nobody replied to our phone messages. We have not used their Electronic Medical Record(EMR)since the end of April 2013 but we are still getting a bill.Desired SettlementPromise was not delivered,contract was not honored and we would like to receive full refund ( 12 months payment).Business Response We have been working directly with the customer to resolve these issues, which should be completed in a mutually agreed upon manner soon. Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)They agreed to terminate the contract and they have asked me to write a letter of terminationbut there is no mention of refund to all my payments made to them for the past 12 months. Enforceable contract has been made and this company did not fulfill it's obligation and promise. This company has agreed to convert all patient information from our old Electronic Medical Record to themselves. We waited for one year but they did nothing. Therefore they have breached the contact and we demand full refund of all our payments.Final Business Response We currently have ongoing discussions with the practice regarding both the contract termination and crediting the account for time that the system was not used by the practice.

We were double billed in [redacted] now that we've proved we've paid the same amount for the last two years the rep changed her story on why we owe more.We have received invoices for around [redacted] since we began service and have paid them. In [redacted] we received a [redacted] bill and paid [redacted] assuming an error. We paid the rest of our invoices timely. Last month we received a notice we are [redacted] in arrears. When [redacted] talked to [redacted] with the invoice/payment history in hand [redacted] changed her story that we owed [redacted] and [redacted] RCM billing service to something we didn't pay two years ago. [redacted] asked to speak to a supervisor and reluctantly Ms. [redacted] gave [redacted]'s name. [redacted] called Ms. [redacted]'s number and got voicemail. I called Ms. [redacted]'s number and got a voicemail she was on vacation until [redacted] It is [redacted] I called back and asked for Ms. [redacted] current supervisor and was transferred to [redacted] phone with whom I left a message. We have been threatened our electronic records will be disconnected if we don't pay. We continue to receive invoices for RCM billing services that we have stopped. We feel that we have kept current with our contractual obligations and cannot talk to someone who can resolve the dispute. [redacted] has stated she "is just a middleman."Desired SettlementI would like to receive an invoice for the EHR and gateway services we signed up for and not the RCM services. I would like a resolution of the contested [redacted] in RCM services. We were current until April of this year when we were charged [redacted] for RCM monthly minimum although the contract states the charge would be [redacted] and has been [redacted] every month before and since. We have been threatened with termination of services in ** days and would like this resolved long before then.Business Response The customer was not double billed in [redacted] but was billed for both its [redacted] and [redacted] monthly minimum on [redacted] Hence, the [redacted] amount. They were billed RCM services through 9/4/14 when they cancelled RCM services.The account is in good standing and there are no holds or terminations going to happen. It is not receiving RCM invoices any more and have received invoices and paid for their current service.There is no refund or credit to be issued on their account and the company's corporate controller is happy to speak with him regarding the account.

This company is paid to provide a patient portal for medical patients. Their account recovery system is broken and they have not been responsive via email, facebook or their website.

eClinicalWorks has upgraded software. We now have nonworking software that is crucial to patient care. Going on for 5 weeks now.We have been on this EMR system for 7 years with various software performance issues. Typically these are corrected in a timely manner. However, we underwent their upgrade at the beginning of March. Two days later we discovered a significant problem in running reports for patients who require Colonoscopy. Of our four doctors, it only works for one. For five weeks, we have been trying to get this corrected because it impacts patient care, Meaningful Use Compliance and it impacts our financial well-being. All I am ever told is that it is "turned over to our mentor." My emails go unanswered. I have tried opening additional help request tickets; the only that got me was that they closed the older ones which only made it look like the request wasn't that old. No one will resolve this issue and they don't have an answer for when we might expect resolution. The Alerts segment has been part of the EMR system since we implemented it. We have seven (7) years of patient that we cannot access for three doctors. This is significant.Desired SettlementWe simply want the software fixed and operational so we can accurately access patent data. Five weeks with no resolution and no resolution in sight in the forseeable future is a significant problem. We pay thousands for this software and we depend upon it to access our patient data. Business Response We have resolved this issue with the practice and have confirmation from them stating this has been addressed. Consumer Response After six weeks, the company finally corrected the problem. However, the impact to our patient care and our financial health is ongoing. We were unable to contact an important group of patients and we were unable to schedule necessary procedures. The company failed to explain what the problem turned out to be or why it took so long to correct it. In addition, in week six, when we were discussing the issue, the lead technician still did not fully understand the scope of the problem, which certainly explains why it wasn't corrected in a timely manner. In any case, we are dissatisfied with the entire experience, which is not the first time with this company; however, this has been the most serious problem and the longest to correct. Even though I was finally able to speak with a director in the company, their process for addressing serious programming issues requires an overhaul. I was kept in the loop of the helpdesk and our assigned manager, neither of whom treated the problem as an important concern. I only reached a director because I went to their website and provided a negative survey about the website reporting process. This problem seriously effected our ability to meet certain patient care measures for a long period of time; we are now in the process of contacting not only our current patients who meet required criteria, but also patients from March and April. This puts a huge workload on an already busy staff. I believe there should be some sort of discount for the period of time a significant part of our system was not functioning.Final Consumer Response I agree that the problem is fixed, but the process and the length of time it took to correct it is unacceptable. This has cost our patients timely recall and it has impacted our practice financially. So, while the problem may be fixed now, it doesn't change the fact that we have had a negative impact for six weeks and I still don't know what the problem was. They just called me one day and said, "Try it now" and it was working. I still believe we should have some financial adjustment because an important part of the system was not working for an extended period of time.

This company is paid to provide a patient portal for medical patients. Their account recovery system is broken and they have not been responsive via email, facebook or their website.

Terrible product with horrible tech support!!!The worst piece of crap software I have ever had a displeasure to use!!! I spend HOURS every week for the last three years with the so called tech support, who bounce the open tickets from one tech to the other, each one not knowing what the other had done. I spend hours, explaining the problem, only to have the open tickets closed by techs without resolution and my consent, or deleted from the portal all together. The first thing almost every tech support tells you that your problem can not be resolved, and will only attempt to do something about it when you demand escalation to supervisor. The [redacted] are ineffectual and unavailable most of the time. The only thing that the company is interested in doing is to chisel yet a few extra couple of hundred buck from you every month. The program slowed down the office productivity by 30 % and I can not wait to stop using it, upon the termination of my contract!!!Desired SettlementRefund of monthly maintenance fees based on number of open unresolved tickets.Business Response The doctor is currently out of office and we have a scheduled call with him once he returns. We have also engaged the practice's IT to assist.

None of the email reply address as well as email address listed on their website under "Contact US > Patient" bounces back No Mailbox Found error. Email address tried -
[email protected]
[email protected]
[redacted]@eclinicalworks.com
Original request of username/password issue #[redacted] was sent using their HEALOW App. Received reply via email but unable to send reply back to them. Totally useless.

eCW billing has breached the contract to submit our claims in a timely manner and has failed to provide a report of any kind on billing activity.I contracted with EClinical works (eCW) for electronic medical records, practice management, and billing, starting [redacted] My issue is with the billing services (RCM). Our contract clearly states that RCM is responsible for submitting the claims within 96 hours. However, it was not until [redacted] that we were alerted many claims were not being submitted as they were waiting for errors to be corrected by us. Multiple attempts to identify and correct the errors were met by inadequate knowledge on the part of the billing manager and delays in providing a solution. Email trails are available if needed. Now, 3 months after our Go-live date, and despite eCW promptly charging [redacted] per month (ie [redacted] for 3 months), they have managed to collect merely [redacted] of our claims. I suspect some claims have not yet even been submitted but I cannot get them to produce a report to show me what the status of the individual claims are.I have repeatedly (8 times) asked for a detailed billing report since [redacted] but no such report has been provided. I have asked (11 times) for our fee schedule to be loaded to the system, but despite multiple promises to do so, still the fee schedule is not up.I alerted the RCM team of our desire to terminate this service on [redacted] They requested a phone meeting and an email notification, which was completed on [redacted] The RCM team has failed to communicate with us since then, including acknowledging the termination letter, or discussing the next steps. They have also ignored my followup emails and questions.I am told it can take at least 2 weeks for the team to respond. Since all billing activity including our weekly RCM meetings have been halted since [redacted] I'm afraid eCW is using this silent delay as a tactic to prolong our contract with them, while they are clearly not providing even the substandard services they were attempting to provide before.All email correspondence is available for review if needed.Needless to say, our office is currently experiencing a financial crisis caused by the incompetence of the RCM to collect on our claims as promised by the contract.Desired Settlement1) Immediate termination of our RCM contract as of [redacted] when the termination letter was submitted.2) A detailed billing report including all patients per date of service and the status of their claims.3) Turn over all billing activity to us with an up-to-date status or each claim4) A refund for partial work done on the part of the RCM for the past 3 months.Business Response The practice went live on November 17th, although it was still working with implementation on referring provider details and fees for the fee schedule. There were phone conversations and email communications throughout December and January addressing these. For example, practice enrollment for Medicare was not completed until January 21st. with Medicare information released on January 22nd for all claims through December 31st as per the practice's request. eClinicalWorks provided RCM Ops Reports, which shows all claim details by service date, and gave Dr. Firooz reports training on February 17th where she was shown additional reports that could be run. Regarding the fee schedule, eClinicalWorks repeatedly requested that the practice provide fees for all $0 CPTs in order to complete the schedule. The fee schedule was updated with what was provided as of January 29th. Many delays in billing were related to the practice not providing fees, referring provider NPI's and online enrollment not being completed.Related to the desired outcomes, there were several phone conversations and email communications with the practice regarding the cancellation process. Until there is a signed contract addendum to Remove RCM Services, we are still responsible for providing RCM services.The detailed billing report has already been provided and once we schedule the cutoff date, we will provide the final report at that time. Once the practice provides the signed addendum and the cancellation is processed, eClinicalWorks will turn over all billing activity with an up-to-date status on each claim. The practice will also have access to the RCM Dashboard and RCM EBO Reports for 90 days after the cutoff date.Consumer Response Although our 3-week struggle to enroll with Medicare is a good example of eClinicalWork's refusal to assist us in any way in the process, Medicare reimbursement is not at all among the list of my complains. In fact, the majority of our payers are not Medicare.Yes, we went live on November 17th 2014, and even eClinicalWorks is admitting that it was not until DECEMBER when anybody contacted us to discuss anything about billing. And that was AFTER we inquired about the status of our claims. In the meantime, our claims sat in their "Problem list" bucket waiting for our practice to address questions on the superbill, all while we were not even alerted of these problems until well after a month after the patients' visit. And all while their own contract mandates them to bill the claims within 90 hours of the note being signed. AND, even after they alerted us of the problems, our account manager was not able to properly guide us in solving the problems until the end of JANUARY- ie more than 2 months after we went live. I am not aware of any practice that finds this kind of delay acceptable. Are you?And as far as the Ops reports that eClinicalWorks mentions in their response, let me point out that it took ONE MONTH since my request for this report, and multiple reminders and requests for it before one was generated. The account manager actually admitted that she was instructed NOT to send us the report once we declared our desire to terminate. And once the report was generated, it was incomplete. I would like to thank eClinicalWorks for pointing out that training to generate reports was not provided until February 17- that is 3 MONTHS after our go-live date. Finally, as for the fee schedule, our agreement from the get-go was for all fees to be 150% medicare rate. However eClinicalWorks wants things the way they want, and insisted on us providing an exact fee schedule. This was submitted in early January and promises were made to have it uploaded to the system "as soon as possible". Well, as of March 10, the fee schedule has not yet been uploaded. Multiple emails inquiring about the status of the fee schedule have fallen upon deaf ears (email proof upon request).Bottom line- the RCM services at eClinicalWorks has managed to bankrupt my practice and we are currently thousands of dollars in debt, while we started with a surplus before signing up with eClinicalWorks. I informed eClinicalWorks that I wanted to terminate RCM services IMMEDIATELY on January 29th, 2015. I was very clear in this request and the fact that we found their work unacceptable and did not want to endure one more minute of it. Unfortunately eClinicalWorks has managed for one reason or another to drag out this process for 6 weeks, all while insisting to continue billing for us and withholding the release of our claims so we can proceed with our own billing. On top of the financial crisis we are experiencing, I have had to hire consultants now to clean up the mess they have left behind.They claim "Until there is a signed contract addendum to Remove RCM Services, we are still responsible for providing RCM services." I ask who is deciding that you are responsible for providing the RCM services when the practice has clearly FIRED you weeks ago? You do? Are they allowed to hold on to our claims by use of any delay tactics for as long as THEY see fit? They promise to provide the final report "once we schedule the cutoff date". What they don't mention is that they took a week to respond to my initial request, the sales team took 2 weeks to contact us at all with an addendum, and gave us the runaround and another 5-day delay once they did contact us. Let me tell you when the cutoff date was: the date I fired you.

Practice software issues that have caused down time or required large amounts of time for customer service to resolve.[redacted]We want you to know that we are very dissatisfied with the support we have received from eClinicalWorks and feel that we deserve monetary compensation. We have discussed this many times with our previous [redacted], [redacted] who informed us he would discuss this with you, and so far we have had no response. Let me give you some history surrounding four major instances that we have experienced so you can perhaps understand what we have been going through for the past six months. 1. Major issues started with our version 10 upgrade back in [redacted] After the upgrade we experienced program freezing and errors that required exiting eClinicalWorks and logging back in. This went on for approximately two months. Multiple tickets were opened at that time, and it consumed large amounts of time from our staff and physician. 2. We then needed to upgrade our server (Project #XXXXXX). Our IT person, [redacted], set up the upgrade through email with [redacted] to occur the first weekend in [redacted] On Friday, [redacted] was advised to make contact once the server was ready so that eClinicalWorks could perform an install check. On [redacted] he contacted eClinicalWorks and found that no team was set up for the server upgrade. He emailed [redacted] on [redacted] at 2, 6, 10 pm and midnight. He didn't hear from [redacted] until [redacted] morning at 11:30, stating she set up the migration for the following weekend. A team was finally put together after Dr. [redacted] contacted ECW and demanded the server upgrade be completed since the migration to the new server had already started. [redacted] got [redacted] the tech for ECW, into the server and he started the installation. [redacted] set up rdp connections so he could monitor the progress from home. The tech downloaded FileZilla from sorceforge.com and it was an infected virus. [redacted] then disconnected the join.me session and removed all the threats. Around 10:30 pm [redacted] got a call back and got a new tech to finish the installation. The tech finished around 4 am. Then a few hours later [redacted] noticed an email from [redacted] that the server had been re-installed successfully. We were not notified but on [redacted] morning we only had READ-ONLY access until data was verified. Most of [redacted] was spent getting access back to the database and getting the ECW tech remoted into the server and PCs.Tuesday the scanner wasn't working because the IP address had changed on the server. Once [redacted] changed the IP address in the address book in the Canon, that fixed the problem. Most of the day was spent getting the ECW techs into the server and workstations to fix data base problems, document problems, crystal report problems, and fax problems.Our IT person, [redacted], is very experienced and has done ECW server upgrades for other physician practices. His time on this type of project is always around 30 hours. He spent 50+ hours on this project, which cost us an additional $3500. 3. The next issue was our fax server. We were having a problem with failed faxes. EClinicalWorks was no longer supporting our fax server (which was supported in 2006 when we purchased eClinicalWorks) and we were forced to purchase a new fax server per ECW specifications [redacted] and were invoiced for [redacted] for the project. Since that time many of our documents have a large zoom on the first page where they cannot be viewed in the window. You have to click and open it in order to view them. We had ECW working on this issue for weeks, and the final response is that it cannot be fixed and we will have to wait until the next ECW upgrade. 4. Now on [redacted] we began an interface project as part of the CORHIO, our state health information exchange. The first day project manager, [redacted] was implementing the interfaces on cClinicalWorks. We purposefully did not schedule a full day of patients in case there were any issues. (rest of letter available via email.Desired SettlementSince [redacted] of this year we have experienced unsatisfactory customer support from eClinicalWorks. We have suffered financial hardship and an unacceptable disruption in both office workflow as well as an unacceptable amount of staff and physician time attempting to address these issues. We understand that there are challenges with upgrades and incorporating new systems but the poor response time and deficit of expertise has been unreasonable. There seems to be no one taking responsibility for these ongoing issues and no one to hold accountable. Customer support has been so remiss that it feels appropriate to ask for compensation for repeated mistakes and/or lack of follow through. Please note that we are requesting the following: 1. Four months worth of lease credit. 2. Immediate refunds for invoices: XXXXXXXXXX-IN [redacted] XXXXXXXXXX-IN [redacted]3. Compensation of [redacted] for IT expense and staff time.4. Assurance of tangible ways that we can expect improved customer support from eClinicalWorks. Please advise us of your response to this letter. We are available to discuss further via phone call. Please respond by today in regards to what your next steps will be. I hope to have resolution in regards to these issues within the week. Sincerely,[redacted], **Business Response We are in contact with the practice to discuss a resolution and have already credited some of the expenses the customer requested to be waived. We have also given additional training to the practice, waiving the normal fee. eClinicalWorks has also given the practice a New Account Manager as well as a dedicated Technical Account Manager to better manage the relationship.Some of the issues can be attributed to the practice's IT taking steps that run counter to how the account manager was proceeding with certain tasks, including the server re-install. Hopefully, with these dialogues and new account managers, this will be minimized moving forward. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Since our complaint, we have not been notified by eClinicalWorks of new technical manager that has been assigned to our practice. Our new account manager has not followed up on outstanding issues. We have not received any training by eClinicalWorks. Our issue with document large/zoom since our ecw 10 upgrade in April 2014 has not been fixed. We have not attempted to do other work required for "meaningful use" as we have ongoing issues regularly. As for our compensation requests:1. Four months worth of lease credit -(For the ecw 10 upgrade done in [redacted] we had issues that were disruptive to work flow for approximately 2 months and as above still do not have resolution of an issue that effects workflow. Since our server upgrade in [redacted] we also had workflow disruption off and on for a couple of months.) This request has not been addressed or met. 2. Immediate refunds for invoices: XXXXXXXXXX-IN [redacted] - because of ongoing issues we requested that we not be charged for this , this was not metXXXXXXXXXX-IN [redacted] - charged twice and has been credited twice3. Compensation of [redacted] for IT expense and staff time - not met4. Assurance of tangible ways that we can expect improved customer support from eClinicalWorks - We were informed that we would have a technical manager overview our system and 'clean up' glitches since our server upgrade. / not metThe only compensation offered by [redacted] at eClinicalWorks is a [redacted] credit that can only be applied to staff training that in our opinion is not appropriate compensation for the time and money spent in our attempt to cope with numerous problems we have encountered coupled with poor technical support from eClinicalWorks leading to prolonged and ongoing challenges.Final Business Response We had a conference call with Dr. [redacted] that resolved many of the concerns. We offered SMS credit, additional training and reversed an interface charge. The practice was introduced to its account manager and dedicated support technician, which should streamline any future concerns. Final Consumer Response Though Ecw feels good about how they resolved the case, I did not. I was clear that I was not satisfied with 'the resolution' as they did not take responsibility for communication confusion and/ or the fact that they have many first line techs who don't know what they are doing. This leads to problems going on for too long and / or someone fixing one problem only to cause another problem. (This occurred just last week when something was 'fixed' and then patient information went missing- the tech's first response was that the MD erased the information, an inappropriate and incorrect statement.)It continues to be an unsatisfactory experience working with them.

Practice software issues that have caused down time or required large amounts of time for customer service to resolve.[redacted]We want you to know that we are very dissatisfied with the support we have received from eClinicalWorks and feel that we deserve monetary compensation. We have discussed this many times with our previous [redacted], [redacted] who informed us he would discuss this with you, and so far we have had no response. Let me give you some history surrounding four major instances that we have experienced so you can perhaps understand what we have been going through for the past six months. 1. Major issues started with our version 10 upgrade back in [redacted] After the upgrade we experienced program freezing and errors that required exiting eClinicalWorks and logging back in. This went on for approximately two months. Multiple tickets were opened at that time, and it consumed large amounts of time from our staff and physician. 2. We then needed to upgrade our server (Project #XXXXXX). Our IT person, [redacted], set up the upgrade through email with [redacted] to occur the first weekend in [redacted] On Friday, [redacted] was advised to make contact once the server was ready so that eClinicalWorks could perform an install check. On [redacted] he contacted eClinicalWorks and found that no team was set up for the server upgrade. He emailed [redacted] on [redacted] at 2, 6, 10 pm and midnight. He didn't hear from [redacted] until [redacted] morning at 11:30, stating she set up the migration for the following weekend. A team was finally put together after Dr. [redacted] contacted ECW and demanded the server upgrade be completed since the migration to the new server had already started. [redacted] got [redacted] the tech for ECW, into the server and he started the installation. [redacted] set up rdp connections so he could monitor the progress from home. The tech downloaded FileZilla from sorceforge.com and it was an infected virus. [redacted] then disconnected the join.me session and removed all the threats. Around 10:30 pm [redacted] got a call back and got a new tech to finish the installation. The tech finished around 4 am. Then a few hours later [redacted] noticed an email from [redacted] that the server had been re-installed successfully. We were not notified but on [redacted] morning we only had READ-ONLY access until data was verified. Most of [redacted] was spent getting access back to the database and getting the ECW tech remoted into the server and PCs.Tuesday the scanner wasn't working because the IP address had changed on the server. Once [redacted] changed the IP address in the address book in the Canon, that fixed the problem. Most of the day was spent getting the ECW techs into the server and workstations to fix data base problems, document problems, crystal report problems, and fax problems.Our IT person, [redacted], is very experienced and has done ECW server upgrades for other physician practices. His time on this type of project is always around 30 hours. He spent 50+ hours on this project, which cost us an additional $3500. 3. The next issue was our fax server. We were having a problem with failed faxes. EClinicalWorks was no longer supporting our fax server (which was supported in 2006 when we purchased eClinicalWorks) and we were forced to purchase a new fax server per ECW specifications [redacted] and were invoiced for [redacted] for the project. Since that time many of our documents have a large zoom on the first page where they cannot be viewed in the window. You have to click and open it in order to view them. We had ECW working on this issue for weeks, and the final response is that it cannot be fixed and we will have to wait until the next ECW upgrade. 4. Now on [redacted] we began an interface project as part of the CORHIO, our state health information exchange. The first day project manager, [redacted] was implementing the interfaces on cClinicalWorks. We purposefully did not schedule a full day of patients in case there were any issues. (rest of letter available via email.Desired SettlementSince [redacted] of this year we have experienced unsatisfactory customer support from eClinicalWorks. We have suffered financial hardship and an unacceptable disruption in both office workflow as well as an unacceptable amount of staff and physician time attempting to address these issues. We understand that there are challenges with upgrades and incorporating new systems but the poor response time and deficit of expertise has been unreasonable. There seems to be no one taking responsibility for these ongoing issues and no one to hold accountable. Customer support has been so remiss that it feels appropriate to ask for compensation for repeated mistakes and/or lack of follow through. Please note that we are requesting the following: 1. Four months worth of lease credit. 2. Immediate refunds for invoices: XXXXXXXXXX-IN [redacted] XXXXXXXXXX-IN [redacted]3. Compensation of [redacted] for IT expense and staff time.4. Assurance of tangible ways that we can expect improved customer support from eClinicalWorks. Please advise us of your response to this letter. We are available to discuss further via phone call. Please respond by today in regards to what your next steps will be. I hope to have resolution in regards to these issues within the week. Sincerely,[redacted], **Business Response We are in contact with the practice to discuss a resolution and have already credited some of the expenses the customer requested to be waived. We have also given additional training to the practice, waiving the normal fee. eClinicalWorks has also given the practice a New Account Manager as well as a dedicated Technical Account Manager to better manage the relationship.Some of the issues can be attributed to the practice's IT taking steps that run counter to how the account manager was proceeding with certain tasks, including the server re-install. Hopefully, with these dialogues and new account managers, this will be minimized moving forward. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Since our complaint, we have not been notified by eClinicalWorks of new technical manager that has been assigned to our practice. Our new account manager has not followed up on outstanding issues. We have not received any training by eClinicalWorks. Our issue with document large/zoom since our ecw 10 upgrade in April 2014 has not been fixed. We have not attempted to do other work required for "meaningful use" as we have ongoing issues regularly. As for our compensation requests:1. Four months worth of lease credit -(For the ecw 10 upgrade done in [redacted] we had issues that were disruptive to work flow for approximately 2 months and as above still do not have resolution of an issue that effects workflow. Since our server upgrade in [redacted] we also had workflow disruption off and on for a couple of months.) This request has not been addressed or met. 2. Immediate refunds for invoices: XXXXXXXXXX-IN [redacted] - because of ongoing issues we requested that we not be charged for this , this was not metXXXXXXXXXX-IN [redacted] - charged twice and has been credited twice3. Compensation of [redacted] for IT expense and staff time - not met4. Assurance of tangible ways that we can expect improved customer support from eClinicalWorks - We were informed that we would have a technical manager overview our system and 'clean up' glitches since our server upgrade. / not metThe only compensation offered by [redacted] at eClinicalWorks is a [redacted] credit that can only be applied to staff training that in our opinion is not appropriate compensation for the time and money spent in our attempt to cope with numerous problems we have encountered coupled with poor technical support from eClinicalWorks leading to prolonged and ongoing challenges.Final Business Response We had a conference call with Dr. [redacted] that resolved many of the concerns. We offered SMS credit, additional training and reversed an interface charge. The practice was introduced to its account manager and dedicated support technician, which should streamline any future concerns. Final Consumer Response Though Ecw feels good about how they resolved the case, I did not. I was clear that I was not satisfied with 'the resolution' as they did not take responsibility for communication confusion and/ or the fact that they have many first line techs who don't know what they are doing. This leads to problems going on for too long and / or someone fixing one problem only to cause another problem. (This occurred just last week when something was 'fixed' and then patient information went missing- the tech's first response was that the MD erased the information, an inappropriate and incorrect statement.)It continues to be an unsatisfactory experience working with them.

eClinical Works failed to provide new software conversion, upgrade & functionality for [redacted] medical office to provide optimal service to patientsIn [redacted] eClinical Works provided a conversion of it's software in my Medical Office EMR. The conversion caused the functionality of our EMR not to work properly even after out IT worker had installed new hardware according to e Clinical works spec. During the months of [redacted] of 2014 our EMR was not working properly for my practice to take care of patients needs or to properly bill for services which caused a hardship on patients, staff and the practice finances. Our IT person contacted eClinical works staff after many trouble shooting events had failed and asked them to provide a DATA Upgrade on the new conversion. This suggestion by our IT person Mr. [redacted] with the cooperation of the eClinical staff finally resolved the problem toward the end of [redacted] Due to the interruption in optimal patient services and confidence of our patients in our practice, in addition to the frustration of working with a system not running properly. We only asked eClinical Works to discount [redacted] off the quarterly [redacted] software support bills we paid for the period of disruption. I am asking for a discount or refund of [redacted] remove the block from getting software support even though I have paid for every quarter after September 2014 in full since things are running properlyDesired SettlementWe only asked eClinical Works to discount [redacted] off the quarterly [redacted] software support bill we paid for the period of disruption. I am asking for a discount or refund of [redacted] remove the block from getting software support that has been installed in [redacted] 2015, I have paid for every quarter for software support after September 2014 in full since things are running properly.Business Response The practice hosts their own [redacted] environment and had outdated hardware which did not support an [redacted] conversion. eClinicalWorks worked with the practice's IT to provide them exactly what was needed and converted them successfully post which there are no issues. They feel they should be compensated as they feel it was an application related issue. We have let them know that this was something we have been recommending for a long period of time and have sent them documents, which are available upon request, that clearly state if they have not yet been converted to [redacted] they should be reaching out to their account manager to go ahead and schedule the conversion.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Disingenious.Final Business Response This was not an application issue. Performance issues weer due to outdated hardware on the practice side which did not support an [redacted] conversion. We worked with their IT to provide them exactly what was needed and then converted them successfully.