DrChrono Reviews

“Functionality declined with poor updates

Pros

Initially I was drawn to the affordable pricing but over time the platforms functionality has steadily declined. We have decided to transition to another EMR for the reasons I describe below.

Cons

We have noticed management and the IT team repeatedly push out software and policy changes that simply do not function in a real medical setting. In my opinion they urgently need a formal board of clinicians and administrative staff to advise on practical functionality. If they keep making decisions like this I am convinced they will drive customers away.

“Lost $20,000 due to unreliability

Pros

as I launched my own practice as a new provider my only hands-on experience with DrChrono came from an internship at a different clinic where my mentor did not have many strong opinions about it. But I still decided to sign up when I opened. In those early days about eight years ago the platform had far fewer features the monthly fees were much lower and the customer support was generally decent and responsive which made getting started less stressful.

Cons

Over time as they kept rolling out new features most of which we never used the result of is that platform grew increasingly unreliable. We began experiencing persistent problems with online booking and between missed appointments and the hours spent untangling issues, our practice probably lost around $20,000 or more. Dealing with customer support added to the headache as reps were often unhelpful and at times quite rude. After roughly six months of attempted fixes without lasting results, they started hiking the subscription cost annually, requiring a year-long contract that cost over $1,500 a month for our small, three-provider clinic. That felt excessive compared to alternatives like Jane and ChiroTouch which charge about a third and are more reliable. At one low point we had over 15 support tickets open because insurance claims were returned incorrectly, appointments disappeared, the system went down for hours during business and other problems kept piling up.

“Schedule is easy and plenty customizable

Pros

I find the schedule really easy to look at as it frees us from unnecessary clutter. It also provides me with plenty of customizable tools for documentation and note-taking that I can adapt to various medical practice types.

Cons

even though it is pared down I do not find it as user friendly as other scheduling platforms. Our front desk staff faced a bigger learning curve. I also find the user permissions unnecessarily complicated with far too many menu options.

“Outdated, slow and deeply disappointing

Pros

Honestly there is almost nothing positive I can say about this platform. After several months of relying on it I could not point to a single capability that consistently worked or genuinely improved our processes. The array of problems with the interface, speed and overall ease of use completely outweigh any small conveniences that might exist. even features that are supposed to be advantages like cloud access and mobile apps are badly implemented and more irritating than helpful. From the moment we started using it until we stopped, this software mostly cost me time and caused frustration. Overall I see no redeeming features worth highlighting.

Cons

I am deeply disappointed with it in almost every respect. The platform feels outdated, runs very slowly and is prettyhard to get around. I mean nothing feels user friendly as routine tasks require a series of unnecessary steps that don't make sense. Our rollout stretched over months with no real direction and the so called training did nothing to prepare our team. When we try to get help, support is slow to respond and often dismissive. Like they sometimes taking days or even weeks to answer. To make matters worse, trying to terminate the contract is a nightmare, leaving you stuck in a product that fails to deliver. every aspect be it design, features, customer service and communication seems broken. In the end, this purchase has cost us a lot and drained our energy.

“unreliable and inaccurate financial reporting

Pros

I have found it to be a modern, fresh-looking piece of software that is visually impressive but it still needs significant development before it functions reliably. If you rely on reports to monitor business performance I would not suggest DrChrono because the reported figures are not accurate.

Cons

Regarding the financials I cannot rely on the numbers as they are not accurate. Perhaps in the future it could become a reliable platform once it is fully built out. However at present none of the actual financial figures, from provider production through billing can be trusted. We tried to work out with them but found it impossible as it simply does not work.

“Terribly unreliable with poor support

Pros

In my experience they have specified several features that would be useful to incorporate into an EHR. I also like that there are a few ways to customize forms and templates.

Cons

The system is terribly unreliable. Things break constantly and when I submit a help ticket the support team often tries to gaslight me either accusing me of user error or insisting the issue is not real. After a lot of back and forth I am able to make them understand a little but then it can take weeks to resolve a ticket, if it ever gets fixed.

“Pretty easy to get around but support is slow

Pros

Overall it is pretty easy to get around and teach myself without having to call support all the time.

Cons

I have noticed support takes ages to respond to a ticket which is really frustrating.

“monthly fees is way too high

Pros

Being both a Chiropractor and a Functional Medicine physician I liked that DrChrono's EHR was configured for chiropractic care and linked with Fullscript for supplements too.

Cons

Unfortunately I ran into many issues. Like there is a monthly fee to use documents and forms within the EHR. Two-way texting was not integrated at all so I had to use a third-party tool. Also the scheduler's options for creating patient care plans were far too limited compared to other EHRs I have used. Moreover several other third-party integrations were necessary to complete the EHR which I do not think is reasonable for the price.

“Forced to pay for a departed doctor

Pros

I am pretty much satisfied with scheduling but everything else is a problem.

Cons

When I hired a doctor and tried to add him I had to sign a 1 year contract. He quit within two months but they still wanted me to keep paying monthly premiums even though he was gone and it was useless. So imagine paying $600/month for a provider who's no longer practicing. After speaking to their executive team he stated it would be a breach of contract which to me is complete bullshit. I am very disappointed indeed.

“easy to operate and performing well

Pros

After using it a few times operating it feels easy to me. Though I am still getting the hang of everything but so far it has been performing really well.

Cons

I honestly cannot point to anything I dislike as it is more that I am still getting familiar with all the features. However I would love if they provided a detailed user manual.

“simple to check schedules with document upload

Pros

It is pretty easy to check and create schedules and i like that i can also add tasks and keep communication logs. Plus I amm able to upload patients documents directly into their charts which is great.

Cons

One frustrating aspect I have noticed is the loading time. Sometimes the tool takes a while to load and if I step away it often logs me out automatically so I have to sign back in repeatedly.

“Keeps medical records organized

Pros

When I am dealing with medical records I really like using this as it keeps everything organized and makes managing patient files much simpler.

Cons

Honestly I have not come across anything about it that bothered me since I found it incredibly helpful in my day to day work.

“support is nowhere to be found

Pros

I like the scheduling features and that it lets me save reports for later reference.

Cons

One thing is that I cannot reach a real person. As there is no direct phone or email contact and the chat replies are all automated and unhelpful. Plus I may have to close my business due to the economy and I have spent nearly six months trying to exit my contract after ten years. During my attempts they renewed my contract for another year without my consent and now they demand I pay for another years fees to cancel. I am struggling financially, I am the only employee and paying more just to escape feels impossible because I genuinely cannot afford it.

“Brings every essential feature together

Pros

Well I am really impressed that it brings together every essential feature I need in one place.

Cons

However I found the monthly fees to be more than I could justify just getting started with it.

“enrollment and support terrible

Pros

The only thing I like is the web version and the iPad and phone apps as they are pretty simple to get into.

Cons

Where do I even start with this? I faced so much from start to finish such as simply scheduling a setup call stretched out for a month. Afterward I was told I had to complete an enrollment process which in principle made sense but nobody mentioned it a month earlier. Then problems occurred during enrollment and no one followed up or gave updates. I paid for three months of service and got absolutely nothing, a total waste for my team and me. It is hard to accept its high ratings given the poor support. The EMR itself is just okay as it is pretty awkward for entering notes and felt like a fancy spreadsheet layered over a basic data backend.

“impressive features but too high priced

Pros

As a practitioner I am really impressed by the range of features they offer. Plus it is aligned with data protection standards, maintains thorough historical patient medical records and provides effective appointment scheduling and management tools.

Cons

However I find the pricing way too high and integrating multiple tools can be complicated. Plus synchronization features are lacking and overall the system feels difficult to use.

“incredibly easy to look up codes

Pros

I find it incredibly easy to look up my ICD-10 codes using this software and I can send or submit those codes directly from within the application.

Cons

For me a few of the configuration options are tricky to locate but after I get everything configured the system runs smoothly and really simplifies billing and coding.

“Lacking customer support

Pros

The details regarding DrChrono's functionality did not align with my actual experience using the software. Some of the features were either misrepresented or did not perform as expected, which made it difficult to rely on the provided information.

Cons

My experience with customer support was very poor. I had numerous questions and issues, submitted help tickets with screenshots and patient emails regarding problems with accessing the scheduling function, medical forms and online check-in. Despite all tickets being marked as resolved, nothing was actually fixed, even after submitting more tickets about the same problems. All I was told was that everything seemed fine on their end and there were no issues. After six months of attempting to resolve these problems, nothing changed. The only thing that remained consistent was their collection of my payments. We were stuck in a contract and we would have had to go to court to get out of it, which we found too costly. We ended up paying for six months without using their service and I'm relieved to be done with them.

“Success turned Into failure

Pros

The experience was excellent for the first three years, with everything running smoothly and efficiently. However, ever since the new company took over, things have become disorganized and frustrating to deal with.

Cons

The claims processing has been completely horrific since they switched from Trizetto to their in-house clearing house. For two months, no claims have been processed. Support is almost nonexistent and there is no way to talk to a person and responses take weeks. Their staff seems highly untrained in claims billing. We never had these issues before. Appointment scheduling has also become problematic with recent data loss. They refuse to cancel my contract despite my objection to a fee increase and renewal. I never signed a contract with the new company. They refuse to communicate by phone and their customer service is virtually non existent. They don't seem to care whether I'm satisfied with their service or not.

“Not worth the risk!

Pros

I have had an incredibly frustrating experience dealing with this company. The level of disorganization and lack of support have made every interaction exhausting.

Cons

The company, from the staff to management, seems morally questionable. It's really disappointing to see such dishonesty at every level.