I would love for some of the fields to be more like windows meaning instead of having to hit the paperclip to attached a managed care profile, I would like just to type "Med" and it auto suggest Medicare. Maybe the same idea for Guarantor, can I just type "Hor" and all the Horizon Blue Cross plans would populate. Would seem like less steps.

Support, the videos online and the phone support are great. Answer quickly and don't speak down to you.

Can't leave SSN or DOB empty. Sometimes patients don't want to give out. Also when printing a bill for the patient, lose history, it date printed changes to most recent date so you can't see that you have billed the pt twice.

that when I bill a claim it is not lost in cyber space. I feel when I send my batches, they are transferred to the clearinghouse or when I file direct, they are there processing.

I love that it is use friendly, dependable, accurate, reliable, fast paced but most important provides the stats and reports within seconds. I own an operate a full service billing company and I have used this company for 19 years and can honestly say the very best of it comes from the hands on customer service. I don't have to call often, but when I do they all "team-up" and fix the issue...even logging in and taking over. I absolutely LOVE the team of tech support and cannot thank them enough for the great years of service. I hear so many horror stories with no call backs when issue arise other companies. I can know if I call, I will get a return call and it will be resolved. They always know exactly what to do and make me that I can put all my trust in them with my systems.

Wow, this one is a hard question. If I didn't like something I would change...so, I love it!

I began using Eclipse in Oct 2013. To summarize the details to follow: when the system works, it is ok. However we have had consistent problems and the instability, errors and discrepancies within the system have been endless. CONS: Consistently unstable and quirky repetitive problems. We have worked exhaustively with support on these issues. Some reps are incredibly knowledgeable, others not as much. Friendliness and response time to concerns has been highly variable as well and many issues remain unresolved. I think it is best to use examples to highlight our problems. Here are the top 5 most consistent errors (this is not exhaustive): Multiple people in file. We frequently have need for multiple staff in a patient file at once (ie clinician finishing EHR and front desk in ledger for check out). A message is generated when multiple users are in a file and the file is “read-only” for anyone except the first person to access. When the primary user completes their task then closes the file, another message notifies the file is released. Not a problem, knew that going in. However about 50% of the time when the secondary person tries to save data (after the file release with no changes made during the read-only period) an error is generated and that workstation crashes. It takes approximately 90 seconds to get out then back into the system. We had to create a protocol to work around this, creating significant office inefficiency. Save errors Any changes made to the system (demographics, EHR, notes, alerts, etc) require manually saving. As noted above, save errors occur often with multiple users in an account. However, we have had extensive errors when saving that we have not been able to identify triggers. Some days it will happen 10 or 12 times, others not at all. When the save error occurs all data recently changed is lost. I can’t tell you how many notes myself and my staff have had to rebuild. Out of habit we all hit save after almost every click. Makes notes much more tedious than they would otherwise be. User errors Theoretically our license allows up to 7 users at one time. We have 5 people in office, so clearly within that license. However our providers bounce treatment rooms throughout the day. Starting approx 6 months ago (after an update), we routinely get a “max user error” telling us we have too many users in the system (It has reported as many as 22 users). Support has been unable to offer any solutions, and claims it has nothing to do with the update. This happens during heavy patient volume (we are a low volume practice, on average seeing 70 pt/week), but also light volume. When it occurs it crashes the entire program and will not allow logging in for approximately 5-10 minutes when the “users reset.” So we have 2 choices: wait- unable to access patient data (approx 5-10 min delay), or manually delete the current user file (approx 3-5 minute delay). You can see the inefficiency when this happens 5+ times/day. Inconsistent Reports Although the reports are extensive, their reliability is not consistent. One example: referrals. We collect new patient referral information and (used to) pull a report quarterly to see where our referrals are coming from. When we filter the report for the time range, the end report still includes referrals from all time. I have also found multiple discrepancies in several financial reports, assigned provider/treating provider reports (for bonus structures), and more. We have worked with support/Laura on this with no resolution. We finally went to tracking manually because we couldn’t devote ongoing energy without solutions. Can’t view file types, deleted printers, scanners, etc Periodically we have been unable to view certain file types on different workstations. For example, we use a template for tracking physical therapy/rehab. We have done exhaustive analysis for triggers such as changes to a work-station, system settings, updates, anti-virus scans, etc…..and the reason remains unknown. We have learned to correct the situation, although it took approximately 2 years for us to figure it out on our own; tech support finally helped, but it took about 6 different tickets before resolution. This has also happened multiple times with visibility of office printers, scanners, etc from various work stations. OUR EFFORTS: Throughout this journey we have tried to work with tech support who rarely takes ownership of problems. We have been told our network is unstable so we have upgraded/replaced every piece of hardware (server, gigabit switch, routers, modems, several computers, and more); we re-wired our office with CAT5 wiring in case the problem was in wiring. We have worked with 3 separate IT companies to professionally troubleshoot the problems, all of which have ensured me it cannot be external to the program. The cost of the system has quite literally tripled from the original purchase price. SUMMARY: After 3.5 years of “making it work,” I am currently evaluating other systems and planning to move on. I would not recommend this system.

The transition and training was very smoothe from our previous EHR and very well managed. Our sales rep, Laura Davis, was AMAZING, and has continued to be for 3.5 years, often acting as support and helping troubleshoot problems. The system is highly customizable, has great alerts, and as a comprehensive system should have allowed streamlined workflow.

The gentleman I spoke with was very helpful and knowledgeable. He was able to walk me thru adding the new user installation. He also helped with the daysheet issue I was having trouble with.

the only complaint the Dr. has with this software is in the document/encounter section. If someone changes insurance, can't pull over their encounter information. always has to do everything over in the new case. gets very frustrated about this (and has inquired about ChiroTouch because he heard the documentation is much easier).

Truth be told, I have had Eclipse software since my first day in practice. I have utilized it to my needs, but never further. That was till I received the MOST OUTSTANDING help from [SENSITIVE CONTENT HIDDEN]. I know use it for much more than I could ever imagine. All because I made a phone call. The problem is it took me a lifetime in practice to ask for help. Once I did, it made all the difference in the world.

My Practice Manager loves the ease of the program for Billing and Collecting I have found the EHR is exceptional, easy (with a little learning curve) and has made taking notes on the exams performed along with Daily SOAP notes.....FUN.

The Con was my own fear in using the software to it full capacity. This was overcome by simply making a phone call to customer support. [SENSITIVE CONTENT HIDDEN] took me by the hand, completely and thoroughly explained the procedures necessary to take great notes. Every step of the way he has been available for additional questions and time after time, has helped me not only to use the software but to enjoy the process.

this practice has a combined patient load of greater than 5200 people that is a lot of patient monitoring and accuracy quired for CMS this software handles it with ease

the company continually monitors new requirements in the medical billing environment leaving little for the user to have to chase for answers

electronic Healthcare records and single page scanning is not intuitive requiring a lot of time spent for each patient. more training should be offer for this aspect of the software

Great support. The program allows you to use it to the level that you need or desire. I appreciate that.

The program itself has a lot of steps to perform some actions. The EHR is not easy to use. It needs more point a click on to diagrams rather than writing.

I went to the training in Florida, and it was the best experience I have ever had with training and learning. They were amazing. They walked me through every part of the software that I had questions on and spent as much time as I needed. I never got bored or tired. [sensitive content hidden] was so down to earth and fun to talk and laugh with. I learned so much. The staff he has is so helpful as well and down to earth as well. I didn't want to leave when the training was complete, they became like family to me. They have so much knowledge of this system. They answered all my questions and walked me through everything as many times as I needed them to. I highly recommend attending the training. There is so much more to this software then I realized and I am so excited to start implementing all if it at my office and showing it all to my doctors.

It has everything we need, I like that I can color code each doctor, each service and I can get to things easily. It flows very well. The customer service is amazing. When I call they are so quick to help me and walk me through any issues that I have.

Until I went to the training in Florida I thought there were things missing that I wish this software had but now I love everything about it.

Very good

I was using Eclipse software for almost 20 years I switched to Chirotouch at the recommendation of a fellow chiropractor that was using them. This was a big Mistake! after 15 months I switched back to Eclipse Chirotouch doe not allow you the ability to customize your software to fit your individual practice needs they have a 1 size fits all mentality also when I was planning on switching I called Chirotouch offices when I asked how do I aceees my patient file after I left They informed me that unl;ess I wanted to continue paying them a tearly fee for that I would no longer have access to any of my patients information so I had 1 month to reenter every patient file billing and notes before they cut me off this was an unexpected and in my opionion ueasonalbe thing as I was told my the chirotouch salesperson that I would always have acees to my patients file if I switched away I am so happy to back with the eclipse program

I really like Eclipse and never should have tried any other software

This was installed at the office that I purchased. You own the software, but it doesn't really work well unless you pay the annual fee. Once the macros are set up, you can enter a note quickly. The reports were decent. Integrates cash practice and cc processing.

Cost is my number one objection. I didn't like the billing portion of the software either. It's time-consuming to set up the macros. Doesn't feel very intuitive. Remote backup is extra.

The price is right, it provides electronic billing capabilities, you can download ERA and EOB information from your clearinghouse, and GalacTek Help Desk can usually help you solve a problem

Since Eclipse is a stand-alone system, it’s very helpful that it allows practitioners to view the calendar via Google. Two problems. First, a practitioner may be forced to change their Google password to comply with Eclipse requirements. Out of four practitioners, three had to change their passwords. Second, when I enter an appointment on the calendar, it will sync to Google. If I edit that same appointment to change the time frame or to cut and paste it to another date, that does not always sync to Google, greatly compromising the accuracy of the calendar viewed in Google. It’s easy to enter new patient information into Eclipse. However, phone numbers and email addresses are entered under a separate demographic tab. Cumbersome. Also, there are programming inconsistencies. When indicating “race” you must click in a tiny box beside the choice. But when indicating “ethnicity” you may simply click on the choice, without having to carefully aim for a tiny box. I have found these programming inconsistencies elsewhere in Eclipse. One of the worst programming inconsistencies is the use of the date cells. When entering a patient’s date of birth, you must click on the calendar, then the cell is populated with today’s date. (We have no patients who were born today!) You then click on month, change it, tab to day, change it, tab to year, change it. But when using a date cell in the patient’s ledger, after the month is entered, the cursor will automatically move to the next cell, and so on. Because of the difference in programming for these date cells, I cannot confidently enter dates without watching carefully what I am doing. To save newly entered information in a patient folder, you must click a red “X” which is labeled “Close”. When new to Eclipse, this is an uncomfortable concept. The word “SAVE” would be helpful or even “SAVE and CLOSE.” The big red “X” just doesn’t compute. Issues with using the calendar to schedule appointments include: 1. There is no “TODAY” button. You must click the tiny calendar and then click the tiny option “Today.” A 2-click process. Doesn’t seem very ominous until you realize that you are on different dates all day and then your 2 clicks turn into 200 clicks. 2. Recurring appointments are cumbersome to set. The best option I have found is to set the first, then copy and paste it to each succeeding date and time. It works, but is very time consuming. If there is a more efficient way to create recurring appointments, Eclipse has made it difficult to discover. 3. After setting a patient appointment, you must return to “Views” to ensure that you have indeed set the appointment! Skipping this skip is very dangerous. A real confidence buster. Eclipse offers a “preview” of bills and documents you have scanned and saved to the patient’s file. However, scrolling to view more than one page of documents is so cumbersome that you often need to print the documents in order to see everything. The pages jump in such a way as to indicate that Eclipse is old-school technology. Eclipse will send “automatic” appointment reminders. There is nothing automatic about it. You must remember to send the reminders and go through the 19-step process to send the reminders. Even trying to use the Eclipse templates to set this process up took a couple of weeks, many phone calls to the GalacTek Help Desk, and many failed attempts. If you can endure that, then it works fine. With this process, however, a stand-alone system is a liability. You must send Monday reminders out on Friday or Saturday. This often necessitates a trip into the office, especially if there has been a holiday, since it cannot be done through the web. Eclipse makes their stand-alone system a selling point, citing instances when other web-based programs have been hacked. With medical records this is a valid concern. (However, countless companies use web-based payroll systems without any concerns.) In hindsight, we would purchase a web-based system. Initially setting up to bill insurance companies is daunting, difficult, and confusing. Eclipse helps by providing error messages and a 12 page document in the hope that you might find the error message and somehow decipher computer speak and discover your error. This is fun if you like to receive messages such as “Missing or invalid provider ID#: Loop 2420A ID Loop: 2420A Segment: Segment: NM1*82*1Name*Provider****34*.” This might be helpful if you are a programmer. If you are a receptionist or billing expert, you may not have taken a DOS class 30 years ago. If you don’t think that’s fun, you have the option to call the GalacTek Help Desk for ANSI issues. If you haven’t been made to feel like a fool recently, please call. Once you know how to bill insurance companies and all your information has been entered correctly (including the impossible-to-notice “Patient’s relationship to guarantor” cell), you are now ready to complete the 19-step process, if you want to bill an individual patient visit. One difficulty with this process is that after you click “EDI Processing” and identify the codes to submit, that particular dialog box just sits there. No indication that you are done, that you selected anything, or that you need to now close the box to go to the next step. This is a huge issue when you are interrupted by a phone call, a patient, a practitioner, a sneeze. You may need to redo the EDI Processing step to ensure you identified the codes. From our chiropractic physician: “The kiosk is terrible.” We have worked with GalacTek for four months to get the kiosk running to no avail. We are still using hard copy intake documents in spite of the fact that we have two computer-savvy people working on this issue with GalacTek. To their credit, GalacTek has offered to have a third-party come to our location to get the kiosk working. Aside from the fact that the kiosk does not work for us, the intake template is absurdly difficult and time-consuming to use. If we do get the kiosk working, we will need to tweak the template to a massive degree. Adding a “new guarantor” in Eclipse is relatively simple since it allows you to “copy from patient” or “copy from guarantor.” However, Eclipse technology relies on a “home phone.” 99 percent of our patients do not have a “home phone.” You must enter 10 zeros in the home phone cell anyway. This was sold to me during training as “it makes things cleaner.” That is a falsehood. It is a requirement and if you don’t enter all those zeros in the home phone cell, you will be sorry later. So the “copy from patient or guarantor” works but only populates the “home phone” cell. If you want things to be clean, you must find the patient’s cell phone number and reenter it in the “alternate phone” cell. A serious danger in “copying from guarantor,” is when you have a family. Dad or Mom may be the primary insured. Each family member may have a different digit on the member id, e.g., Dad may end in 1, Mom may end in 2, Child may end in 3, etc. If you have relied on simply copying from guarantor without checking each individual’s member id, the claims will not be successful. Alerts may be set on Eclipse to remind you of things like “collect payment from last visit,” etc. Those “alerts” pop up only when you click on the scheduler to indicate the patient has arrived. The alert is a teeny tiny box that pops on at the bottom right of the screen and is in black and white. It is not enough to draw your eye to the alert and it was several weeks before I even noticed the alert pop-up. We have four different types of practitioners and different “cases” need to be set up for each practitioner. Switching between cases is cumbersome and time-consuming. When there are cross-over patients this becomes a real issue. The ledgers must also be kept separately in order to avoid serious issues when billing that cross-over patient.

OVERALL I AM VERY UNIMPRESSED. I HAVE WORKED WITH SEVERAL OTHER MEDICAL SOFTWARE PROGRAMS AND ECLIPSE IS BY FAR THE MOST OUTDATED AND INEFFICIENT. IF YOU HAVE A BUSY PRACTICE THIS IS DEFINITELY NOT THE SOFTWARE YOU'RE LOOKING FOR AS THIS WILL SLOW YOUR PRACTICE DOWN. IF YOU ARE LOOKING FOR A COMPANY THAT VALUES YOU AS A CUSTOMER, THIS IS NOT THE COMPANY FOR YOU. THE DEVELOPER I PERSONALLY SPOKE TO WAS RUDE, AND EXTREMELY UNPROFESSIONAL.

SENDING CORRECT CLAIMS ARE VERY SIMPLE THE COST OF THE PRODUCT IS FAIRLY INEXPENSIVE WHEN CALLING ECLIPSE, THE WAIT MUSIC IS INTERESTING

- POOR CUSTOMER SERVICE (REPS SEEMS LIKE THEY ARE UNSURE ABOUT FEATURES AND HOW TO HELP YOU) - SOFTWARE SEEMS VERY OUTDATED - TOO MANY STEPS TO MAKE A SIMPLE PATIENT APPT - YOU RARELY CAN GET A LIVE PERSON WHEN YOU CALL FOR HELP, YOU CALL TYPICALLY GOES STRAIGHT TO VOICEMAIL AND THEN YOU HAVE TO WAIT FOR SOMEONE TO CALL YOU BACK. - TAKE WAY TOO MANY STEPS TO MAKE A BILL BATCH (VERY TIME CONSUMING) - POOR PATIENT STATEMENTS - PATIENT LEDGERS BECOME VERY MESSY AND YOU HAVE TO FLIP BACK AND FORTH BETWEEN 2 SCREENS - IF THEY DON'T HAVE A FEATURE YOU'RE LOOKING FOR THEY TELL YOU TO SEND A SUGGESTION, BUT WHEN YOU DO, THE DEVELOPER EMAILS YOU BACK AND IS COMPLETELY RUDE AND CONFRONTATIONAL. VERY UNPROFESSIONAL TO SAY THE LEAST. - SPEED IS VERY VERY SLOW (ECLIPSE SAYS THAT'S NORMAL IF THE PATIENT ACCOUNT IS LARGE) - FEE SCHEDULES ARE A NIGHTMARE TO ORGANIZE - THEY NEED MORE EMPLOYEES AT THEIR HELP DESK, TO WAIT HOURS OR DAYS FOR AN ANSWER IS NOT ACCEPTABLE

You get what you pay for. It is cheap for a reason. It is time consuming, difficult to manage and frustrating to use. They don't even update the ICD 10 codes year to year. I have issues all the time with incomplete codes because the system doesn't have the updated new codes from 2017!!!

This software has a nice schedule viewer. I enjoy that it is easy to use.

Literally everything else. It takes us an hour to run billing, an hour to run any special report, two hours to run a monthly A/R and an additional 2 hours to run monthly patient statements. It has no claim scrubbing features embedded. It is not efficient for a practice of more than one!

PROS: Eclipse is more affordable than many comparable options. It does the basic functions you need. CONS: Training is very expensive (hourly personal trainer rather than a free online help/training site). Customer service is poor (you can get an accurate view of their attitude by reading responses to reviews). Not intuitive (in obvious ways that should be fixed) and lots of bugs. RECOMMENDATION: This software is usable, but I wouldn't choose it if I had a do-over. The reason we're leaving is lack of features and functionality. We have found that we will save money with cloud based software with a patient portal (allowing for payment integration with credit cards, electronic intake, and online scheduling). Other software has developed these options.

Price. The software does what you need it to.

Training and support. Customer service. Not intuitive/user friendly (the software is old and you can tell).

Software should be updated to correctly show the breakdown of the explanation of benefits in order to post correctly. This is from a manual and EDI posting stand point. Posting should be easy and completely done from one screen. Deductibles should count according to what is applied not billed charges, especially for out of network provider.

My experience with customer service is exceptional. One of the rep was very consistent, helpful and knowledgeable.

The system does not do things that are necessary for posting payments & deductible accurately. Out of Network providers require more details in posting

Nothing. They have crated multiple issues over the years and their customer support is not friendly.

Pricing Structure. Ive been a customer for 20+ years and have paid thousands for my software. They changed their structure recently and you now have to pay hundred per year to make your software functional, after trapping many doctors who have used it for years like me. This is a horrible move and we will be dropping them from our clinics, as much as this hurts. Stay away or they will trap you!

I've used eclispe for over 30 years, and I've been contacted to change my software many times. I have looked at all the others options and honestly none of them seemed to surpase what Eclispe delivers. If there was a feature that was missing or not included Eclipse would listen to my request and usually in short order that feature would be included in the next update.

Eclipse is very easy to use. It's constantly updated to keep your office current on all ICD codes and changing laws.

Like all new software, it takes time to learn to use, however I've found this software to be very easy to learn with a very breif learning curve. While there is no software that is written to serve everyone's exact need, Eclipse is customizable to each providers specification. If it's not set up the way you like it, or there are features you'd like it's easy to incorporate them into your software.

Appointment schedule and billing components. Could add an option to block time for multiple days or months. The new addition for multiple appointments in the patient charts when there is a conflict is very helpful.

Payment applications in patient accounts. It would be helpful to have the payments automatically applied to the oldest bill when adjustments have been completed. An easier option would be an billed amount on the top banner in the patient ledger. In addition to patient owes tab a unbilled tab would be helpful!

I think Eclipse is very easy to use, if you have a question the support staff is readily available and very efficent and solves issues quickly and fully explains in detail.

I have been using Eclipse for over 13 years. The software is extremely user friendly and very easy to navigate. Billing and posting payments goes very smoothly.

The only negative I found was it takes quite a bit of time to run reports, it has to scroll though the entire patient rolodex and with 13 years of data in the system it takes more time then I would like.

Customer Representative was most gracious in helping us resolve an EHR problem over the last few days. I needed to restore a backup and reinstall our EHR and he was confident, patient and friendly.

I appreciate how comprehensive Eclipse is for our chiropractic office. With 3 chiropractors, massage therapy, reflexology, acupuncture and nutritional health coaching, our scheduler can handle it.

The note-taking has been a thorn in our side for many years, and we keep working to improve, but it is still a time consumer.

I have been using Eclipse for 15 years. I just expanded to a second location and Eclipse team was able to help me scale and get 2 databases operating on my server. I find training new staff very quick and easy.

Easy to use. Combines EHR and billing in 1 software. The support staff is great. Support saved me when our cloud company lost some notes in the transfer. Eclipse support was able to remote in, find the notes and get everything restored. Saved me hours of extra work and aggravation.

could use visual updating, no other complaints. Great program

Terrible customer service. They have been saying that they are working on tier 2 certification but nothing. Finally talked with the developer and he went on the attack, saying it is very costly. Well, it cost me thousands in lost bonuses. Run away.

I used to use this software for over 8 years. I switched to a different EHR because my practice required more detail chart system. Overall I was satisfied with the software.

A stable system with very few bugs. Easy ledger.

Not cloud software--you need to back up the data frequently. I heard it provide the cloud backup now. Medical chart is not easy to use and hard to customize. Customer service is slow and often unavailable.

[SENSITIVE CONTENT] helped me take the new full body SOAP notes and make it manageable for daily use. It's much easier now. Thanks a bunch!

There are lots of features. The book work side of the program is complex but accurate.

There is a lot of customizing that needs to be done, however, once it is done, taking notes is a breeze.

Favorable

How I was able to organize my practice better and keep track of statistics, billing and collections. [SENSITIVE CONTENT] was instrumental in helping me streamline my soap notes making me quicker, more efficient and more complete

Honestly my software has always been kind of buggy especially on my workstation several times a week I get kicked out and can’t get back into the licensing issues. This has been a frustration from day one it has gotten better but this problem just won’t seem to go away