DrChrono Opiniões 140

If you are considering DrChrono, you need to be aware of what happens when you decide to leave—because they make the process intentionally difficult, expensive, and technically exhausting.

1. Predatory Terms and Billing
-Unilateral Term Changes: They change their online terms without notification. Be warned: simply paying your regular bill constitutes "agreement" to whatever new terms they’ve posted.

-Cancellation Penalties: If you stop payment due to dissatisfaction, they consider it "damages" and will attempt to bill you for the entire remainder of your contract term.

2. The Support Gauntlet
-Phone Support is Non-Existent: Their IVR system is programmed to hang up on you if you’ve been waiting for ~5 minutes. It does not save your place in line; it simply terminates the call.

-Gatekeeping Account Managers: Only an Account Manager can cancel a contract, but you cannot be transferred to one. You must use the Chat tool, which uses "Urgent" as a de-escalation word that carries no actual weight for follow-up.

-Canned Responses: Account Managers appear to have "solve goals" rather than "help goals." Expect generic, canned responses even when you provide detailed evidence of issues. We were flatly told, "You're not eligible to leave our service," despite our documented grievances.

3. The Data Export Nightmare
-When you finally manage to leave, don't expect a clean transition.

-The "survey": Your data request must go through a Typeform survey sent to an Account Manager. There is no ticket number or confirmation—it simply goes into a database with no way to track the approval status.

-Data Fragmentation: You won't receive a cohesive database. You will receive hundreds of individual CSV files (we received over 100 for demographics alone).

-Manual Reconstruction Required: To get your patient records back, you will have to manually map "Client IDs" to "Appointment IDs" across multiple files to piece visit notes back together. It is a massive technical burden for any practice.

Bottom Line: DrChrono may work for you initially, but they have built a system designed to hold your data and your bank account hostage the moment you are no longer satisfied. Proceed with extreme caution.

It was great when we first started using it in 2018. Since EverHealth took over, it has steadily declined to the point where it’s difficult to recognize it as the same product.

The new interface is a major step backward. It’s cluttered, unintuitive, and clearly not designed with real clinical workflows in mind. Tasks that used to be quick and efficient now take significantly longer due to unnecessary steps and poor navigation. Instead of supporting the user, it consistently gets in the way.

Performance has also deteriorated. The system is slow, laggy, and often unresponsive at the worst possible times. In a clinical setting, where efficiency and reliability are critical, this creates constant friction throughout the day.

Customer support is another major issue. When problems arise, responses are delayed or unhelpful, and there’s little sense of urgency or ownership. It feels like support has become an afterthought rather than a core part of the service.

What’s most disappointing is that this platform used to work well. The current version feels overcomplicated, under-supported, and increasingly out of touch with the needs of its users.

At this point, even going back to paper charts would feel like an upgrade in terms of reliability and efficiency—which is not something anyone expects to say about modern software.

If you’re evaluating EHR options, I would strongly recommend looking elsewhere.

Horrible, horrible, horrible. We have been using DrChrono since 2013 and have SUFFERED tremendously trying to get this platform to work. The new owner Everhealth has re-designed the interface making it harder to use, the support is DREADFUL. We stayed with it for longer than we should have just because of the difficulty of switching to an new EMR. DO NOT GET YOURSELF SUCKED IN BY THIS HORRIBLE HORRIBLE UNRELIABLE UNPROFESSIONAL CRAPPY P.O.S.

I’ve used DrChrono for four years. The experience has steadily worsened.

What began as a functional, basic EHR has become increasingly difficult to manage. The primary issue has been customer support.

Support is challenging to reach, and response times are often prolonged. Issues that directly affect operations can remain unresolved for extended periods.

Multiple emails, calls, and messages frequently fail to produce timely or meaningful assistance. Connecting with the appropriate department or individual is unnecessarily difficult.

For a system that is central to daily clinical and administrative workflows, reliable support is essential. This has not been our experience.

Unfortunately, this EMR does not even deserve one star. Despite canceling the EMR due to capability deficiencies, poor on boarding and lack of timely responses we were continually billed for the EMR that never went live. I don’t recommend this EMR to anybody.

Our organization transitioned to DrChrono expecting a stable, enterprise-level EHR suitable for a multi-provider medical practice. While reporting functionality exists, it is not intuitive. Data that appears straightforward, such as scheduled patient activity, often requires additional, non-obvious steps to be captured accurately in reports, making routine KPI tracking inefficient.

Billing stability required nearly a year of repeated troubleshooting. Even now, the system can behave inconsistently—clinical entries such as CPT codes or diagnoses may not save properly, disappear, or duplicate, and information that appears correct during documentation may display differently once routed to billing.

Patient statements are also not patient-friendly. They resemble internal accounting ledgers rather than clear, understandable statements, requiring staff to manually recreate statements upon request, adding unnecessary administrative burden.

Support has generally been courteous, but issue resolution has been slow, with timelines frequently shifting. We would also advise practices to carefully review contract terms, as some provisions are non-standard, including continued provider licensing charges even after an associate is no longer with the organization.

Overall, the platform has required significant workarounds and staff time to maintain basic operational clarity. We recommend that practices thoroughly test workflows and review contractual details before committing.

We moved to DrChrono expecting an enterprise-level EHR. While reporting technically exists, it is not intuitive or user-friendly. Even when a patient is clearly on the schedule, reports often require extra, non-obvious steps to capture data correctly, making routine KPI tracking inefficient and error-prone.

Billing took nearly a year of back-and-forth to stabilize, and even now the system frequently glitches. CPT codes, diagnoses, and entries may disappear, fail to save, or duplicate. What appears correct on the clinical side can show differently once sent to billing, creating real risk and added cleanup work.

Patient statements are also a major weakness. They read like internal accounting ledgers rather than clear, patient-friendly statements, forcing staff to manually recreate statements each time a patient requests one.

Support is generally polite, but resolution is slow and often reactive. In addition, practices should read the contract very carefully. Some terms are non-standard and unfavorable, such as continuing to pay for provider licenses even after an associate has left the clinic.

Overall, this platform has required far more workarounds and staff time than expected.

DrChrono was a huge mistake. They seem far more interested in billing than supporting their customers—especially small businesses. We were charged for a data import that never happened and for a staff member who left before training even began. Despite raising this issue, nothing was resolved.
There’s no trial, no way to see if the system will work for your practice before you’re locked in. Once you sign up, good luck getting any help or timely answers—responses are slow and unhelpful. Additionally, even if you cannot use the system due to an issue that they failed to tell you about, they continue charging you for the program! They say they will charge you for less than your full year and want you to be grateful! They are only in it for the money! We can’t even use their system for half of our services and never even started using it and still continue to charge us!
Bottom line: if you’re a small business, proceed with extreme caution. You won’t know if you like the product until you’re already paying, and if problems come up, don’t expect urgency, accountability or understand. You will get nothing from them! I would never recommend DrChrono to anyone.

Not responded to repeated request for support in onboarding.

We’ve been using DrChrono for over five years, and they used to provide excellent customer service. However, over the past few months, they’ve repeatedly overcharged us, and customer service has not responded to our repeated requests for months.

We used DrChrono as the EHR platform for our medical practice beginning in January 2023 and ultimately decided to part ways due to persistent billing and support issues.

During our time on the platform, we were charged a per-provider fee even after a provider was no longer employed or using the system. We raised this issue multiple times over several months and requested available remedies to align fees with actual provider usage, but were told adjustments could not be made due to renewal timing.

After formally disputing the charges and attempting to resolve the matter directly, our account was referred to collections while the charges remained disputed. Platform access was discontinued during a period when insurance receivables were delayed due to a government shutdown, which created additional operational challenges for a primarily Medicare-based practice.

After nearly two years on the platform, this experience made it difficult to resolve billing concerns in good faith or exit the relationship cleanly. Practices considering DrChrono, particularly those with a high Medicare patient mix, should carefully review contract terms related to provider counts, renewals, access to data, and dispute resolution before committing.

There is absolutely no customer support. They charge per provider but good luck getting one added.

Think it will be quicker to manually transfer all our information to another EHR than to get our NP added to this one.

Don't walk away from this EHR RUN. Find another this one DrChrono a waste of money.

Just signed up with them and took 72 hours to fix a nonfunctioning account. There is NO tech support evenings or weekends (even though we all deal with patients everyday).
Training is another issue - they want to only train 1 person from office and then that person trains the rest of the staff. And training sessions are just 1 hour zoom sessions (apparently they feel medical people aren't capable of handling longer sessions).
Lastly, very clunky with long refresh pauses, and some features promised to us by sales don't seem to be there.

Extremely disappointing EHR experience. The company automatically renews contracts and, despite providing the requested 30-day notice, did not honor the cancellation. Instead, the contract was extended under disputed terms, resulting in charges of nearly $500 per month for a basic and poorly functioning EHR system. There are multiple alternative EHR platforms available at significantly lower cost with better functionality. I would strongly advise not to sign up for this service.

Poor customer support to fix their simple error.. we paid yearly $1653 for the Prometheus plan which covers 12 months , then when it was due for the 2025-2026 year they started billing us monthly the same $1653 amount instead of one charge yearly , so they kept running my credit card $1653 per MONTH x12 months which would amount to over $19,000 a year instead of $1653 per year . We recognized THEIR error and contacted them which required multiple phone calls, then 7-8 support tickets and still after 2 months no resolution. I was forced to do chargeback and block them from my credit card … additionally they have a tech error on their website that when you enter the credit card and asks for your state , since we are in Washington DC , the website won’t take a card which we brought to their attention but still never fixed

Look elsewhere. Support is not helpful. You can submit a support ticket which results in either an awareness of an issue with no steps for resolution, or a flat out we can't reproduce your issue, sorry. They called and texted 150 of my clients at 2am, took no accountability for it and can not promise it won't happen again. I turned my reminders off completely, losing major functionality. There isn't a person you can contact or talk to about issues. A support ticket is your only option. And when you want to talk about contract issues, you wait weeks to get someone and multiple submissions about the same issue. There are so many buggy problems, appointments that don't save, billing that doesn't save, or requires multiple refresh or changes to take effect.

Terrible customer service. When you open a ticket about an issue all they do is claim that they are looking in to it and even tell you that they are escalating it to find a fix only to never hear from them again and then they mark the issue as resolved without actually resolving it

Ruth Yahbut truly goes above and beyond for her clients. As a sales representative at DrChrono, she didn’t just sell a product to me but she also stepped in and helped when it mattered most. When my EHR was unexpectedly deactivated, Ruth took immediate action, worked diligently to resolve the issue, and ensured there was no delay in patient care. Her responsiveness, dedication, and genuine concern for both providers and patients were exceptional. It’s rare to find someone who is so committed, knowledgeable, and willing to advocate for her clients. DrChrono is fortunate to have Ruth on their team.

Terrible ehr, the constant new tab that pops up anytime you click something in the system. The system is not user family. UI sucks, not worth switching to even save the money. QUALITY OVER QUANTITY ANYTIME. Do not give them your money!

Don’t trust Jonathan. Sold me this. Never offered me a demo. Then said I signed for a year and will not terminate before ever adding in a single patient. Weeks to even get set up. Then they spell my name wrong. Have yet to fix it. Causing more errors and I cannot be verified since my name is wrong. They added my middle name to my first name. Cannot link to stripe. Cannot link to anything. They still bully me saying I have to wait a whole year which is 4,000$. Do not go for them. No support. No one ever answers. They don’t let me speak to a manager. Run while you can