DrChrono Reviews

Pros

They keep current payers at the monthly price they started at when tasing the priced for new customers. I have been with and using DrChrono for about 6 years now. They are always improving. It is a nice system that can be used multi-disciplinary. I am a chiropractor an I used it with a a medical Nurse Practitioner. What initially appealed to me is there was no multi thousand dollar up front software like a lot of other EHR companies want to charge you, along with yearly upgrade fees. None of that here so you start off saving thousands.

Cons

The Price keeps raising every year, for new accounts. Customer service sinks and there is no direct phone number to call to have the issue solved right away, you have to email them and wait for them to get back to you.

Pros

I liked being able to work with an iPad on it. Their big claim is that it was designed for use through ios systems and iPad. I feel like they put a lot of effort into it at first and have not progressed since the iPad was first released. The bottom line is that it could be sooo much better than it is.

Cons

The meetings with the Apollo+ team. They did not listen to us on a consistent basis. After attending meetings for 3 months and telling them the same thing for several weeks in a row, I gave up and just tried to do as I was told. We had to basically cancel Collectly because it did not function as advertised. My patients received bills from Collectly the same day as their appointment before my biller could enter their copays. I LOST PATIENTS BECAUSE OF THIS DRCHRONO.

Alternatives Considered

athenaOne

Reasons for Switching to DrChrono

I thought it would work well with IPAD and ios. It did, but Athenone would have been a better choice.

Pros

I like how easy it is to find my ICD10 codes with this software. You can submit the codes right from the software.

Cons

Some of the settings are hard to find but once you get it setup it runs smooth and makes billing and coding easy.

Pros

Web based and ipad/phone app seemed easy to access

Cons

Oh where to begin on this? Endless runaround from start to finish - just scheduling a call with someone to help set up things took a month. Then they say I needed to go through enrollment, which makes sense but this was never discussed a month prior. Then there were some issues on the backend with enrollment process which no one got back to me on. Essentially paid for 3 months of "service" with zero to show for it, complete waste of time for myself and the rest of my group. I can't believe this product is as highly rated as it is, the customer service is beyond bad. EMR is just OK, a little clunky to put in notes, it appeared to be a glorified spreadsheet on top of a data backend.

Pros

Seamless integration with my MacBook, iMac and iPhone.
Fast, knowledgeable support.
The unlimited ability to customize for my sole practitioner non-force chiropractic practice.
Easy to understand video tutorials which answer most questions without having to contact support.
Robust, integrated systems, such as the ability to provide credit card processing.
Knowing that drchrono is a leader and partner with Apple Health.

Cons

I get frustrated when I am on a learning curve with a new part of the software. But that's my problem!

Pros

Was great the first 3 years. Now that new company took over it’s a disaster.

Cons

Claims processing is completely horrific. Since they moved to I house clearing house from Trizetto we have had no claims processed in 2 months. There is no real support anymore. You cannot talk to a person. It takes weeks to get a response. And their staff is incredibly uneducated in claims billing. We never had these problems before. Even appointment scheduling had been an issue with losing data recently. They refuse to cancel my contract even though I did not agree to a fee increase or a renewal. I did not sign a contract with the new company. They refuse to speak on the phone. Their customer service is non-existent. They couldn’t care less if you are happy with the service or not.

Alternatives Considered

Jane and ChiroFusion

Reasons for Choosing DrChrono

Had more features that I was looking for in documentation.

Switched From

ChiroTouch

Reasons for Switching to DrChrono

Features. Integrating pictures and photos into notes

Pros

The e-prescribing module is the most user-friendly part of the EMR. It isn't great, however. It would be better if it would save prescription that were pending signature for signing later.

Cons

The frequent downtime, slowdowns and bugs are the #1 headache of being a DrChrono end user. Yesterday it ran so slow for 6+ hours that it was impossible to send controlled substance prescriptions. It was almost impossible to save notes. Appointment weren't getting saved to the schedule. It would take on the order of minutes to open a note. There are other glitches, like appointment reminders getting turned off, buttons disappearing, and new diagnoses getting added to patient charts. For example, many of my patient charts were automatically updated with diagnoses of ADHD and schizophrenia. There are lots of other quirks and problems: if you delete an appointment from the calendar, the note disappears from the chart. The chart shouldn't be that fragile!

Pros

The ease of use, the numerous videos that provided tutorials, the excellent support and customer service provided by DrChrono's team.

Cons

Have yet to build in telemedicine portal, for example doxy.me, into their platform. That's the only missing piece.

Pros

I like the set of features they have - compliant to data safeguarding standards, managing historical customer medical history, effective scheduling and management of appointments

Cons

The cost is high, integration of several tools is complex, the sync is missing. Complex to use overall

Pros

I love how all necessary features were integrated.

Cons

The cost was too much for me per month just getting started.

Pros

It has a visually pleasing interface. There is otherwise very little about this software that I like. I have wanted to switch systems almost since we signed on, but it's such a hassle to switch EHRs that I've kept using drchrono despite hating the product, the company and their horrible support. I've finally reached the last straw, and we are going to switch.

Cons

Almost everything else. Almost every time I wrote to the company with a problem, their answer (when I finally got one, which takes forever) was initially to blame me and my staff, followed finally by an admission that we weren't doing anything wrong, but that their product didn't currently have those features or didn't work that way. The way the product works also puts you at very high risk for data loss, which has happened to us multiple times. There is no local storage of the data, so if you lose internet connectivity after writing a big section of a note, your changes will all be lost. This, of course, is a stupid way to design EHR software.

Alternatives Considered

eClinicalWorks, Practice Fusion and Praxis EMR

Reasons for Switching to DrChrono

The interface looked user-friendly. It's Mac friendly, and we're a Mac-heavy office. Support *seemed* good during the sales period; support rapidly went downhill after the sale was made.

Pros

Integrated fax, calendar, messaging, all needed functions of the office and the health record combined into one software

Cons

Very poor customer support, and lack of knowledge by support teams

Pros

Well initially the sales team was responsive, quick, helpful. They quickly got us in for a demo. The demo was appealing. It appeared the software could do just about anything. But I know feel this was a heavy emphasis on sales no matter what. They even discounted our service at risk of it not being the right software for our needs.

Cons

It’s confusing. Complex. Not easy to use. Implementation team didn’t even know how to use features and would send us to specialists who were booked for days on end. When reaching out after signing a contract good luck getting help. We feel like we have become a number and not a customer or assets to them. It is one of the worst companies I have experienced since 1999. What happened to quick, helpful and efficient customer service? It was on the front end to make us a customer and to sign a ridiculous contract. Once in, they disappear and say they can’t help. They just send you to person to person. Then the person at the top is unavailable. It’s 2019. This is the worst company I have used since Comcast. Even then Comcast is better.

Alternatives Considered

ZENOTI

Reasons for Switching to DrChrono

I thought adding medical software would be helpful. I was wrong!

Pros

The sales pitch is great but none of the functions that we use work well, work consistently or work as you would expect.

Cons

Getting to an old note without modifying it is near impossible. Getting to the list of vital signs of a patient from a closed chart requires first going into the demographics page. Nothing is easy or natural to find. Where do I find lab results? Oh, might be under lab order, or incoming faxes, or documents. Labs are ordered old to new so once I click I then have to scroll to the bottom of a page to find last weeks labs. Click away and back then restart the process. I just put in a controlled script and got an error, "couldn't contact escripts", put in again and the pharmacy calls confirming to dispense twice. Controlled scripts go to the pharmacy without making it into the record. Searching controlled scripts given out does not work in any useful way. Text reminders can be set but half the time they don't go out. Patients complain they didn't get a reminder and appointments are missed. Try to collect a late fee on a patient who didn't get a reminder on her 5th appointment but got one for the last four. Many times we are unable change a patient status from "checked in" to "in room". Nobody realizes the program glitched and the patient complains they were in the room forever. The way the templates work seems great but they cannot be edited on the fly. Slider ON = "uneditable text into the chart here". Not every patient fits in the cookie cutter. Nice kiosk sign in concept but always breaking and leaving patient data visible to the next patient in line.

Pros

Web interface is very good, particularly with the introduction of advanced task management. Easy to track electronic communication. Appointment templates are very helpful.

App interface is great for physicians, but limited since it requires an iPad. Ideally, our Doctors could use a Surface device and have access to app interface and web interface as there are benefits to each interface.

Billing Team - staff and support is rock solid. Responsive, polite and respectful of the importance of timely A/R processing and communication. By far, the Billing Team is the best representation of what DrChrono could be.

The basic system is strong, robust and could be a truly excellent product with some relatively simple tweaks to managements attitude towards customer concerns.

Cons

DrChrono does not have empathetic listening skills for business concerns, outside of the billing staff.

Any and all criticism is dismissed and blamed on the user (see their responses to reviews here).

Simple measures that would save their customers time and money (like a Windows app) are ignored. They act like Apple is their biggest customer (no Windows or Android support despite requests from clients).

Support tickets are routinely closed prior to problem resolution. They do not allow you to call in to support for assistance, and often it seems like staff does not read the initial problem request as you have to repeat yourself 3-4 times (and get escalated) until you reach staff who can assist with anything beyond the most basic issues.

Issues that impact ability to handle patient care or conduct business are not escalated appropriately. Even if a change they make to the system results in mission critical failures, there is no option to quickly escalate to an appropriate stakeholder at DrChrono.

Simple requests, like customized disclaimers to limit legal liability when patients use the patient portal, are brushed off despite the risk to their clients.

Pros

It’s looks pretty, has pretty coloring, iPad application not too bad. Cheap. Meaning you get what you pay for.

Cons

Where do I start… first of all, this is the WORST software I’ve EVER used.

1) Two people cannot be in the same account. And if you are, ALL of your notes disappear into thin air.
2) The speech to text feature is useless
3) The reporting function is inoperable. It crashes if the report is too big. And you cannot customize it to your liking and you have to wait for it to be in the message center.
4) Their online support is A JOKE. They cannot help you 50% of the time from the start.
5) The whole platform constantly crashes without any warning and they leave you stranded without prior notice
6) They need to market to small PCP groups only, this software is not made for other specialties
7) Their onboarding training is a waste of time. Their trainers have no clue what the provider does on daily basis.
8) They only do API interphasing and they don’t do it themselves. You have to go through a 3rd party and pay tons of money for it.
9) Their template construction is too cumbersome. It actually takes you less time to free type rather than follow their note template
10) Everything is done based on appointments. So, you need to document outside of that, you cannot.

Pros

- Lots of pre-programmed macros
- built in dictation works well
- Electronic prescribing works well on app based version (but zip code needed to find a pharmacy using the web based version)

Cons

- Web based version very different from app based version
- illogical provider work flow - steps needed to navigate through the system are unintuitive
- very small fields in which to enter patient data (med hx, fam hx, soc hx, etc.)
- Program did not initially store any patient data that was entered - i.e., patient information such as medical hx, fam hx, etc., was not being saved. Our IT people -
had to work with drchrono to set up a 'button' to turn on to save this information
- unable to compare previous labs side by side with new results
- Results do not automatically enter into a patient's chart; thus unable to communicate with patients directly from screen that has either lab or imaging results -
have to enter into the patient chart to initiate communication, then return back to your message or task center to continue processing other results

Pros

Digitally receiving e faxes
Fairly easy e-refills
Price point is competative
Custom appointment profiles are nice

Cons

1) There is no tech support number. You can only email tech support. Tech support has taken weeks to get back to us. Most of our concerns have gone unaddressed. People say they will look into an issue and then we will not hear back. EPCS has been down all day. I called the sales number. No one answers. The sales voicemail was full! I emailed every contact I had. No response. I emailed tech support. They wrote that EPCS is fixed and working. EPCS is still not working. I have no ability to talk to a human. No one can give me an ETA, let alone fix the issue. For this reason alone I would never choose this EMR again.
2) You cannot write a note in a patient's chart without creating an appointment.
3) The SOAPNOTE set up is just strange.
4) Our outgoing e-faxes don't work properly and no one has gotten back to us about this issue.
5) There are no lab, radiology, pathology tabs. You have to assign tags manually in each chart.
6) Electronic lab results and uploaded lab results cannot go to the same folder.
7) As soon as we gave our credit card we have not heard from our sales rep and no one seems to care if our account is functional or not.

Pros

Simple to get up and running. You can send automated appointment reminders via text, in Spanish. And when you type in a patient's address, you can type in the ZIP code, and it fills in the City and State for you.

Cons

It just seems like they're not ready. Like they put the product out before finishing it. Yes, they HAVE certain functionality, but does it work like it's supposed to?

I've had many problems since I signed up in December of 2013, but this one is particularly revealing:

DrChrono has a way for doctors to receive electronic refill requests, which is great. But when we started using it, we discovered that when we refilled prescriptions in this way, once it was sent, there was no record of it ever happening. No record whatsoever. Of a doctor refilling a prescription. No date. No medication name or dosage or number of refills. The whole thing would just vanish. The only confirmation we could get was by calling the pharmacy by phone and writing in the paper charts that we still had to maintain because drchrono can't track what doctors need to track. I made them aware of this issue in April of 2014. May, I followed up, no response. June I followed up, no response. DECEMBER rolls along, and I got an email saying:

"Thank you for your patience as we've worked to investigate the issue you had reported about medication not getting added after the refill request is approved. We don't currently have a timeframe we can provide regarding when a solution will be available but did want to let you know that it is still on our radar and that as soon as we have an update to share, we'll be certain to let you know."

It wasn't until February 2015 that I finally got an email saying they fixed it. Maybe it's fine now, I don't know because I don't trust them to handle my practice.

I don't usually go into detail like this when I write reviews, but I'm hoping that this experience illustrates the central problem with drchrono. They are software developers with little experience in actually running a medical practice. Ask any experienced medical biller that has used DrChrono for billing, and they will tell you all the BASIC things that are missing from a billing software.

Historical patient eligibility. Meaning, DrChrono doesn't keep track of what insurance a patient USED to have, only what they have now. So when you're looking at a previous claim details, it looks as if it was paid by the patient's CURRENT payer, not the payer that ACTUALLY paid it. And with all the changes that are happening with Medicare, and Obamacare, it's crucial to keep track of things correctly because a patient's coverage can change month-to-month.

Recording prescriptions given through the software... correctly recording payments received through the software. These are BASIC elements of running a practice. And DrChrono is clueless.

Pros

It is cheap and they tell you that they offer a lot of quick tools. Overall, I would say that procedure notes are actually really quick which is the way they should be. Having said that, they are quick if it is a routine procedure. Any deviation from routine and it's really difficult. The iPad App is very funcitonal compared to other apps, but is still limited by the architecture of the program as a whole. In 20 years when the general public knows how to utilize an ipad efficiently, this product could be really good as far as the check-in/data gathering phase of patient care.

Cons

The program has far too many limitations. Simple things like headers and subheaders aren't really even headers or subheaders. It's rather impressive. Customer support is almost non-existant if you want something more than the routine minimal functionality. This program can't even get prescriptions correct. They omit the start date and end date of a prescription. They say "the start date is the date you write it". Well, what happens if you write a controlled substance that doesn't start for a week because they just filled a 7 day supply from their surgeon? Well then you are left hoping that the pharmacist notices the DNF in the comments section (the comments section specifically states: do not put start date, or any other important information). Everything about this program is like a teenager that took a programming course and thinks that they can do everything now. They have canned videos to show you how to do basic things. After that, you're on your own. It's just you and the glitches in the system trying to find your way through life. I'm 30 and fairly tech savvy, so I've been digging really deep into the program to maximize it. On the surface it looks great. After you pass through the first layer of promises...good luck.

Pros

I was one of the early users of drchrono EHR when I opened my neurology practice back in 2010, when it was the first truly user friendly and mobile platform to take advantage of the iPad and their features when they were recently released, and I knew then that it had a lot of potential. The ease and efficiency of making your own templates and documenting notes, etc. definitely not only made my transition into private practice less stressful but also more fun than I had anticipated. At that time, there were only a few good options, and many, if not all, were way out of the budget of a solo practitioner who was just starting out. Drchrono's staff were always friendly and willing to help every time I would call about issues, and I never had any problem with them. As my practice grew, I saw how the whole team and staff at drchrono also grew over the years, and how the services and products evolved and expanded at such a rapid pace in keeping with advances in technology, and they're always finding ways to help the physician and staff become more efficient. Even though I closed my practice in 2014 as I took on a new job as an employed physician for a hospital, I would not hesitate going back to using drchrono EHR, knowing how easy and intuitive their system is.

Cons

I still wish there is a better way to allow practitioners who no longer are practicing or no longer needing to keep their drchrono EHR account active, to be able to store their records and still have access to them per medicare guidelines; I'm still having difficulty syncing them to my Box account as instructed.

Pros

From a clinical standpoint, Dr. Chrono is great. It is very customizable, easy to use, both with a computer or an iPad.

Cons

It is not possible to run billing analytics for multiple sites as desired.
There is no live customer support- you can wait hours or months for a response to a problem.

Pros

The ease of scheduling patients and aesthetics look good. We do not submit claims to insurance, so this was one of the easiest EHR systems to use.

Cons

When you have issues, you have to submit a trouble ticket. You just can't pick up the phone and speak with someone. And they are mostly on India time, so that's an issue too. The reports suck. It's hard to run a business when you don't have decent reporting. We thought they could grow with us, but we've definitely have outgrown them.

Pros

Easy to read and write notes, many promises in the beginning that were never delivered.

Cons

Poor onboarding process. Incompetent staff, unauthorised billing, security breach, non- existent customer service.

Pros

Free draw , insurance payments / EOBs easy to work with , scheduling is straightforward. Formatting soap notes.

Cons

Not Chiropractic friendly. System is more designed for large hospitals. No ability to print statements or superbills per date range.