11 Jul 2017

After a $155 million fine levied in May by the Department of Justice (DOJ), and with the threat of a class action lawsuit looming, it appears that eClinicalWorks (eCW) may have learned their lesson.  But is it too little, too late?

Doug Brown is a managing partner at Black Book, which is a firm that monitors Electronic Health Records (EHR).  Black Book has spent years compiling research in this market and noted that customer confidence over the last six years has been very low in such areas as corporate research, marketing and sales tactics and customer support.  In fact, clients have reported that it is rare to get same-day support.

Will eCW finally listen to customer complaints after the DOJ debacle?  Black Book, who conducted a post-settlement inquiry, reports that they may, in fact, be stepping up their game.

Even still, it appears that eCW is not ready to admit there ever was an issue.  eClinicalWorks spokeswoman Bhakti Shah has stated that, according to its “independent team at eCW,” who has been conducting surveys, the customer service is already great, which is “the reason why our business is doing extremely well.”

Though this sentiment is not shared with some of its louder clients, such as Laura Williams, a practice administrator at North Spokane Women’s Health in Washington, who feels like her data was held hostage after her practiced cancelled eCW services, and her requests were all but ignored, until she threatened to file a formal complaint at the Office of the National Coordinator for Health IT.

Regardless of the he-said/she-said, it does appear that eCW is moving forward in a positive direction.  They not only won a large contract to provide software for NY-based Ezras Choilim Health Center, but they also reported that they were able to connect their client, Eagle Physicians & Associates, with four other medical centers (Cone Health, UNC-Chapel Hill Medical Center, Wake Forest Baptist Medical Center and Novant Health) so that they could all exchange patient data with each other via Epic EHRs.

eClinicalWorks has also made moves to make their Healow wellness app more user-friendly with the introduction of new functionality that allows patients to have virtual visits with their doctors.  It also allows the doctors to import any relevant data from the visit onto the EHR.

Most importantly, however, it was revealed last week that eCW will not be required to pay back the money they made off their clients after charging them for fraudulent certifications.

With all of the positive news coming from eCW, will they still continue to focus on creating a positive customer experience for their customers?  Only time will tell.

Schedule an Appointment

Schedule an Appointment

    Our clients are awesome!

    Based on 55 reviews.
    Jeremy Richards
    Jeremy Richards
    2020-03-13
    Petronella provides great advanced digital marketing and automation solutions for my business!
    Kate Swenson
    Kate Swenson
    2020-02-14
    Highly recommended for CMMC certification assistance! Excellent and affordable options for secure data hosting on local infrastructure. 5 stars!
    Tom Matzen
    Tom Matzen
    2020-01-25
    Petronella Technology Group helped us setup our sales and marketing automation, cybersecurity and compliance for our new Blockchain startup. Great to work with! Craig in particular really knows his stuff, can translate into non-tech speak, and has wisdom beyond his years. Highly recommend them.
    Justin Summers
    Justin Summers
    2020-01-14
    Craig is awesome! He is very professional and efficient with his work. I would definitely recommend Petronella Technology to anyone who needs state of the art service.
    Blake Rea
    Blake Rea
    2020-01-14
    Craig is an expert in his field. Impressed by his knowledge, A true pioneer in Cybersecurity. My business is safer thanks to Petronella Tech!
    Robert Friedman
    Robert Friedman
    2020-01-10
    For the last five years Craig has been the Contributing Editor for Cybersecurity for NC Triangle Attorney Law Magazine which I publish. His base of knowledge is always leading edge, pragmatic and early to understand for our readers who are not techies. He is patient and easy to work with.
    Tammy Everett
    Tammy Everett
    2020-01-10
    Craig Petronella, CEO of Petronella Technology Group provided the members of the Defense Alliance of North Carolina expert advice on cybersecurity and NIST compliance. Eye opening experience! Thanks so much!
    Julie Brown
    Julie Brown
    2020-01-09
    Craig and the Petronella Technology Group, Inc. team made HIPAA compliance for my small practice so simple and easy! They helped me with all of my HIPAA training, HIPAA Security Risk Assessment, Penetration Test, and HIPAA secure hosting so I can rest easy.
    Pivot Point
    Pivot Point
    2020-01-03
    Petronella Technology Group helped us with our marketing strategy for our new web startup. Awesome experience!!!!
    Richard Brunet
    Richard Brunet
    2019-12-30

    SCHEDULE AN APPOINTMENT

    Make It Happen Now

    CLIENT SUPPORT

    Don't Feel Stranded

    CONSULTATION

    Get Best Advice

    PAYMENTS

    Make A Payment

    Top