ECLIPSE Practice Management Software

Mr. Eichelberger... as you're well aware, this review is incorrect. We contacted you within 20 minutes of receiving your email, offered to review recordings of the phone contact you complained about, and attempted to call you directly (which took some work since you'd accidentally provided your wife's phone #). A senior VP later spoke to you & offered assistance. As you are also aware, ECLIPSE hasn't used "dongles" in years, and you don't disclose that the office has neither a current copy of ECLIPSE nor a subscription. We're not sure what prompted other untrue comments such as promoting the idea that only a single technical support employee exists at our company? In fact, the VP you spoke with offered you a refund for the calls before he even investigated your complaint! He also offered to help in any way necessary to resolve the issue! Finally, he spoke with Rosie (who you mention in your review) this morning. BTW, ECLIPSE requires Windows 7 or newer to run.

Thanks for your review. By definition, if an appointment is not marked as “Completed,” it IS a “no show.” And all ECLIPSE reports that pertain to missed appointments rely on this feature. Consider all the time this automated feature saves so your staff doesn’t have to edit anything! As you’re aware, you already have the capability to mark an appointment as cancelled or rescheduled.

Hello Rena & Jillian. We see you wrote tandem reviews. You’re both from New Berlin Chiropractic and Therapy Center – an office that has been an ECLIPSE client since 2007. We’re sorry you have such an unfortunate recollection & interpretation of your recent interactions with us. We too, still have all the email as well as recordings of our phone conversations! So, let’s discuss precisely what prompted you to write a review. You complained that we needed to “fix” ECLIPSE because it wasn’t working with your Dragon dictation software. We purchased a copy of Dragon for $300 (we sent you our order#) & discovered it worked flawlessly. (What other company would even do that?) We gave you some pointers and suggestions about dealing with Nuance technical support. Instead, you angrily insisted that we explain exactly how to get Dragon working properly on your computer & insisted that its failure on your system is somehow our fault & responsibility (though we have absolutely no relationship whatsoever with the company or its software). You also demanded we “fix” remittance advice import. After we explained that you could indeed do what you claimed wasn’t working (after all, every other office including mine is able to handle this), we made multiple attempts to reach your office on the phone to help you. For instance, a technician attempted to reach Rena on 6/14/2018 & left a message with Jillian. You didn’t call back. You did call us this week about a variety of issues after you apparently made major changes to your existing computer hardware & software. We helped you correct the issues related to improper setup by you and/or your technicians. Finally, you called us yesterday after downloading an update to complain about performance retrieving a few patients. (ECLIPSE is used on networks of 200+ workstations w/o the performance issues you describe.) We made some suggestions & expected (we still do) to further work with you today. We’re sorry you’re so angry about our frequent recent interactions as well as puzzled by your representation of them here. As you already know from your phone calls yesterday, we expect to further help you troubleshoot your issue today. Finally, did you know you have extensive control regarding how ECLIPSE appears on your computer screen? ECLIPSE is compatible with Windows versions 7 & newer. Please consider speaking to our Help Desk about customizing its “look & feel” as well as exploring your many other comments above. UPDATE: As of 10:30am on 6/29/2018, hours after your reviews were posted, your expected follow-up call was completed & virtually all the issues you claim in your review (e.g. 13 second patient retrieval times) have disappeared and are no longer a problem (according to you on a recorded call).

Hello Rena & Jillian. We see you wrote tandem reviews. You’re both from New Berlin Chiropractic and Therapy Center – an office that has been an ECLIPSE client since 2007. We’re sorry you have such an unfortunate recollection & interpretation of your recent interactions with us. We too, still have all the email as well as recordings of our phone conversations! So, let’s discuss precisely what prompted you to write a review. You complained that we needed to “fix” ECLIPSE because it wasn’t working with your Dragon dictation software. We purchased a copy of Dragon for $300 (we sent you our order#) & discovered it worked flawlessly. (What other company would even do that?) We gave you some pointers and suggestions about dealing with Nuance technical support. Instead, you angrily insisted that we explain exactly how to get Dragon working properly on your computer & insisted that its failure on your system is somehow our fault & responsibility (though we have absolutely no relationship whatsoever with the company or its software). You also demanded we “fix” remittance advice import. After we explained that you could indeed do what you claimed wasn’t working (after all, every other office including mine is able to handle this), we made multiple attempts to reach your office on the phone to help you. For instance, a technician attempted to reach Rena on 6/14/2018 & left a message with Jillian. You didn’t call back. You did call us this week about a variety of issues after you apparently made major changes to your existing computer hardware & software. We helped you correct the issues related to improper setup by you and/or your technicians. Finally, you called us yesterday after downloading an update to complain about performance retrieving a few patients. (ECLIPSE is used on networks of 200+ workstations w/o the performance issues you describe.) We made some suggestions & expected (we still do) to further work with you today. We’re sorry you’re so angry about our frequent recent interactions as well as puzzled by your representation of them here. As you already know from your phone calls yesterday, we expect to further help you troubleshoot your issue today. Finally, did you know you have extensive control regarding how ECLIPSE appears on your computer screen? ECLIPSE is compatible with Windows versions 7 & newer. Please consider speaking to our Help Desk about customizing its “look & feel” as well as exploring your many other comments above. UPDATE: As of 10:30am on 6/29/2018, hours after your reviews were posted, your expected follow-up call was completed & virtually all the issues you claim in your review (e.g. 13 second patient retrieval times) have disappeared and are no longer a problem (according to you on a recorded call).

Hi Ronna. Each & every update is accompanied by a README document, which often contains step-by-step instructions (as appropriate) for using new features. Updates may also be accompanied by updated HELP files, so you can press F1 for context-sensitive help. Training videos are available from your ECLIPSE menu, and the Help Desk is ready & able to assist you with anything you need. If you prefer even more extensive 1-on-1 training, that’s available from trainers either in your office or via the internet.

It wasn't easy tracking you down to your office in Costa Valley, CA. We did speak with Dr. Leonn (who confirmed your issue). We immediately helped correct the problem over the phone. Your 2nd computer was never properly linked with your main copy of ECLIPSE. Of course, we don't understand why you never called us about this problem. You've never hesitated to call us in the recent past.

Thanks for taking the time to write a review. We simply wanted to suggest that you refer to your HELP & README or speak to the Help Desk to better understand navigation options via your keyboard and any other devices you may use.

Perhaps you’re unaware that our legacy SOAP / documentation features provide exactly what you mention -- the ability to click on a picture to zero-in on a body part. We actually introduced the first integrated electronic SOAP / billing system back in 1991, and by 2010, we’d moved away from the older narrative formats that such systems create (which auditors & reviewers instantly recognize). The Department of Health & Human Services (DHHS) has even testified about such formats and what they term “cut & paste” mentality before Congress. The Encounter was released in 2010 to conform to concepts mandated in the American Recovery & Reinvestment Act (ARRA) of 2009, DHHS preferences, and published studies regarding structured & unstructured data in clinical documentation. It’s now 2018, and we’ve received a great deal of feedback from payers, auditors & investigators, including comments that the Encounter “sets a new bar.” It’s also much faster for you to create your own clinical documentation than picture based systems – which typically provide an image only for your first click. In 2017, Dr. Evan Gwilliam, D.C. of ChiroCode used ECLIPSE documentation to illustrate his newest video: “The Perfect Note.”