CareCloud

This company locked us into a 4-yr contract after promising us amazing features, customer service, training, and support. We are now stuck with a crappy EMR system that doesn't work, takes forever to load, and we have to call customer service every day for help – at which point they just state that they are aware of the problem and are trying to fix it ASAP. Nothing ever gets fixed. They are literally interfering with our patient flow and practice operations, and have absolutely no clue what they are doing or how to run a software company. For training, they refer you to 1-1.5hr training videos on their website, a lot of which have terrible quality and sound muffled – and no one has 1-1.5 hours to sit and watch these training videos when we are busy seeing patients. I wish we could get out of this contract and we are counting down the days until we can switch to another EMR.

Our surgical practice (4 physicians and 2 extenders) shopped around extensively for a new EMR. We thought we found the optimal choice with CareCloud. We were wrong.

The reps from CareCloud sold our practice on several premises: it utilizes a web-based server; the company offers "updates" every 3 weeks, incorporating suggestions from clients; and that it's platform was user friendly.

We have been using CareCloud for ~18 months. There are too many frustrations to list but anyone thinking about switching to this EMR vendor should be aware of the following:

#1: their promise to incorporate clients' suggestion for improvement to their platform is an empty promise. We have offered them pages upon pages of suggestions, of which exactly NONE have been incorporated in their promise of "updates" every 3 weeks. When challenged on this, the company brushed us off, saying "do you know how many providers we take care of?" Pretty clear that we, as a individual client, are not important.

#2: the EMR, as organized, forces you to move back and forth all day long between different organizational icons. Even the simplest task of ordering a patient's lab requires at least 5 minutes. It is the farthest from "user-friendly" that we can imagine.

#3: by definition, an EMR is an ELECTRONIC medical record. Despite this, any documents that require the provider to initial or sign (all home health documentations, labs to be reviewed, etc.) need to be printed, then hand signed, then re-scanned into the computer. Be prepared to have your support staff spend an extra-ordinary amount of time managing this challenge. Again, our practice has asked CareCloud to address this concern several times without any indication that they will actually become a true EMR vendor.

#4: when working with an individual patient encounter, the chart will "freeze" about every third case. This requires one to close the open chart completely (and hope and pray that inputted data will still be there when the chart is re-opened). Needless to say, this is frustrating and time consuming. Not what you need during the course of a busy clinic day.

In summary, this EMR is not user-friendly. The vendor does not stand behind their promises and as a consequence we would NOT recommend it for any surgical practice. We are, unfortunately, already looking to switch vendors.