This blog is about my poor Experience with Dr. Chrono as a Primary Care Physician.
For nearly five years, our las vegas primary care practice used Dr. Chrono as our Electronic Medical Records (EMR) system and relied on their billing services. I initially hoped to find a platform that simplified clinical documentation and eased the billing process. However, my experience with Dr. Chrono—both in terms of the software’s capabilities and the company’s business practices—left me disillusioned, frustrated, and ultimately compelled to move on.
Subpar Software Features
From a strictly clinical standpoint, Dr. Chrono’s software might work for smaller practices with very basic needs. However, when compared to other vendors, it lacks several essential functionalities. One of the major drawbacks for a primary care practice is the limited ability to trend lab results. We rely heavily on tracking patient labs over time to manage chronic conditions and measure the effectiveness of treatments. Having this core feature missing or underdeveloped was a significant disadvantage.
Additionally, while the user interface was not the worst on the market, it felt dated and clunky. Updates to the platform did not address some of the more pressing issues, and we often found ourselves navigating through multiple screens just to complete routine tasks.
Billing Operations: A Source of Constant Stress
Our issues weren’t isolated to just the EMR; the billing services provided by Dr. Chrono became an even greater source of frustration. Their billing team had a habit of focusing on the easiest claims—those that would sail through without much manual effort. Denied claims, requests for additional information, and other routine follow-up tasks were largely ignored. As a result, more complex billing issues piled up, creating a backlog that consumed our in-house staff’s time and energy.
Because these tasks were offloaded onto our practice, our team was continually asked to submit extra documentation or handle follow-up calls—things we were led to believe their billing team would do. Ultimately, the time we spent managing billing-related tasks meant less time we could devote to patient care. Worse yet, we lost revenue from claims that were never properly pursued.
The High Cost (and Low Value) of Data Export
One of the most disappointing parts of the entire experience came when we decided to switch to a new EMR. After five years of frustration—and a fair amount of financial loss—we chose to move on. We paid $4,000 for a data export, hoping we could seamlessly transfer our patients’ files to our new system. Instead, we received an incomplete export. Many records were missing, forcing us to painstakingly comb through data to determine what wasn’t transferred.
Rather than acknowledging the error and correcting it, Dr. Chrono insisted that the export was “as is” per their contract. They refused to send a proper, complete data export without charging additional fees. Ultimately, we were forced to keep paying $150 per month for read-only access just so we could continue importing missing files one patient at a time.
It was disheartening—if not shocking—to realize that their contract essentially absolves them from responsibility for a subpar data export. Despite paying a considerable fee, we were left holding the bag to fix their mistakes.
Ethical Concerns and Lessons Learned
Dr. Chrono’s behavior throughout our transition validated our concerns about their business practices. While the EMR software itself had limitations, the larger issue was how the company handled its customers. The contract clauses, billing practices, and lack of accountability for incomplete data exports suggest a disregard for customer satisfaction.
Reflecting on it, I wish I had researched the company more thoroughly—particularly checking their ratings and complaints on resources like the Better Business Bureau (BBB). We might have avoided some of these headaches had we known about others’ experiences.
Moving Forward
If there’s one silver lining, it’s that we ultimately found an EMR partner better suited to our needs. The transition wasn’t easy or inexpensive—between the incomplete data export and read-only fees, we paid more than we expected. Yet, having a reliable EMR and an efficient billing process now has already begun to restore our faith that technology can genuinely help, not hinder, healthcare delivery.
My advice to other practices considering Dr. Chrono or any EMR vendor is to:
- Research Thoroughly: Read reviews, check the BBB, and talk to other practices currently using the system.
- Examine the Contract: Pay close attention to clauses on data ownership, export fees, and billing follow-up responsibilities.
- Test the Software’s Core Features: Make sure the EMR supports key functions critical to your practice, such as lab trending or integration with your specific specialty’s workflows.
- Clarify Billing Roles: If you’re outsourcing billing, ensure you understand who is responsible for follow-up on denials and requests for additional information.
- Have an Exit Strategy: Make sure you know how to retrieve your data if you decide to leave.
At the end of the day, the right EMR should empower your practice, not hinder it. While Dr. Chrono may suffice for some, my experience with both its software limitations and the company’s handling of billing and data export issues proved to be a costly lesson in what to avoid. If you’re at a crossroads, do your homework carefully—I learned the hard way, and I hope sharing my story can spare others the same frustration.
Disclaimer:
The views and opinions expressed in this blog are solely my own, based on my personal experience as a healthcare provider. They do not represent the views of my employer, partners, or any affiliated organizations. This post is intended for informational purposes only and should not be interpreted as legal, financial, or professional advice. Readers should conduct their own research and due diligence before making any decisions related to EMR services or vendors.
