Our Problems Started...

Our problems started in March 2010. Previous to this time we had been using eCW Patient Portal with relatively few problems. What problems did occur were usually resolved through eCW IT. In March 2010 we opted to upgrade to a newer version of Patient Portal. Unfortunately the new portal version had significant problems which remain unresolved to this date. The primary problem is that web enabled clients are unable to log into the portal and receive a message that they are not web enable. A lesser common issue is that users are locked out for entering an incorrect password after the correct password. These two problems have never been resolved and result in frequent complaint phone calls from our patients. These problem could not be connected to a specific browser, OS, or PC/Mac.  It was also not user specific, a user would be able to log in at one point then a week later receive a message that they were not web enabled. In addition to these two unresolved problems, we experience frequent portal problems throughout the year (shut down, not synchronizing, After struggling for months with multiple IT tickets, we requested to be downgraded to the previous version. We were informed by eCW that this was not possible but that a new portal would be available with the new eCW Version 9. We therefore decided to proceed with the upgrade and began informing our clients that we would have a new portal version at the beginning of the year.

Unfortunately we still do not have the new portal version and we are unsure why. We have been told at one point the it is not available yet but have recently heard otherwise leading us to wonder why it isn't available to our practice. We have also asked eClinicalWorks for a credit for the portal since it does not function properly. eClinicalWorks has replied that over the past year we have been issued six months of credit ($450) and because the portal partly works, they will not issue us an additional credit. This logic certainly would not work in other business models. Either the product works as designed or it doesn't; plain and simple. It is poor customer service to charge a customer for something which does not work. Not to mention the time and frustrations we encounter daily.

To top it all off, as a result of upgrading to V9, which we did in order to received the new portal which we still don't have, we have to complete a server upgrade. We run eCW off a 32-bit server and V9 works best on a 64-bit server. Before performing the upgrade we were informed that because we were a small office (one physician, 350 patients) V9 would function with very few problems on our 32-bit server. This was incorrect. We experience daily system freezes. As a result we are now upgrading our server which requires eCW to complete a reinstall......for which they charge $750!!! 

In summary, our portal doesn't work, we can't downgrade to previous version (which worked) but we can upgrade to V9 to be eligible for new portal version, we are told that V9 will work for us on a 32-bit server, it is problematic and the new portal version on V9 isn't available yet, we have to upgrade to 64-bit server and pay $750 just to get our EMR working adequately.......and we STILL don't have the new portal.

Unresolved Problems with eClinical Patient Portal

This blog is created as a result of unresolved issues with eClincal Works product Patient Portal. Ours is a small medical practice located in Winter Park, Florida. We have been an eCW client since late 2007. One our our main reasons for purchasing eCW was their Patient Portal product. Unfortunately, it has become the main reason for why we no longer recommend eCW. The Patient Portal product is problematic to the point of aggravation and eCW management is unresponsive to our concerns. We have created this blog in an effort to see if any other eCW clients are also having similar problems. If you are a eCW Patient Portal client or if your health care provider utilizes the product and you've experienced problems, please join our blog. The intent of this blog is to share useful information about problems users are experiencing. Please keep your comments productive and informative. eCW Patient Portal Log In Page