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athenaClinicals Commentary
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Chris Clune
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KLAS Research Director - Chris Clune
 
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User Commentary

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Physician

Relationship

I would not consider another EMR vendor. The strength of athenahealth is the support they give to...

Mar 2024
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Physician

Loyalty, Operations, Product

There are several big things that make athenahealth superior to our previous vendor. First of all,...

Mar 2024
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Physician

Value

athenahealth’s charges are a percentage of a collection. So the incentives are aligned so that when...

Mar 2024
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Physician

Loyalty, Product

I have gone to meetings, and I will talk to people in a clinic who are on their sixth EMR or...

Mar 2024
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Physician

Product

athenaClinicals is an online EMR, so we don't have to deal with the vendor sending us two or three...

Mar 2024
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Physician

Relationship, Product

I was listening to an update from athenahealth, and they are reducing their clicks by about 40% in...

Mar 2024
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Physician

Product

athenaClinicals is a really good product, and I would definitely recommend it. I have been very...

Mar 2024
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Director

Product, Value

athenaClinicals has the nicest user interface and probably the most intuitive workflow for providers...

Dec 2023
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Director

Relationship, Operations

athenahealth is very proactive with their updates. They put out movies and documentation.

Dec 2023
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Director

Relationship, Operations

We have used athenahealth’s people to onboard new practices and have found that some of their...

Dec 2023
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Director

Loyalty, Value

athenahealth is stepping up their game. They have all these third-party products connected by an...

Dec 2023
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Director

Relationship

athenahealth’s tier-one support team is pretty frustrating at times because the issue that I'm...

Dec 2023
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Director

Relationship

We are involved with some top people at athenahealth to give them our viewpoint.

Dec 2023
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Director

Relationship, Operations

athenahealth has a user community where people make suggestions on what updates they would like to...

Dec 2023
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Director

Operations, Product

There is a bit of a learning curve with athenaClinicals depending on a person's position in the...

Dec 2023
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COO

Product

The order sets are a strength in athenaClinicals. The arrangement of the workflows and the line of...

Dec 2023
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COO

Product, Value

The billing tab workflows in athenaClinicals could be better for the providers. It can be a bit of a...

Dec 2023
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Director

Product

I think athenaClinicals is really easy. I don’t see any other vendors' systems really fitting the...

Dec 2023
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Director

Product

athenaClinicals is like an iPhone that comes loaded, but we tend to have to add different apps. For...

Dec 2023
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Director

Product

There are things that should be happening now, and I don't believe the EMR companies understand...

Dec 2023
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(0)
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Director

Loyalty, Value

Epic is moving in a direction with Nuance that is going to make a lot of doctors happy at the...

Dec 2023
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Director

Operations

Things have been going reasonably well with athenahealth. Their system has its shortfalls just like...

Nov 2023
||
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Director

Operations

The implementation of upgrades is probably one of athenahealth's biggest weaknesses. We have put a...

Nov 2023
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Director

Relationship, Product

athenahealth's focus has been on bolt-ons and partnerships in their network. We are using some of...

Nov 2023
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Director

Culture, Relationship

The main thing about athenahealth's support is that we have one designated account representative...

Nov 2023
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Director

Value

Functionality is probably athenahealth's greatest opportunity, and that influences whether they keep...

Nov 2023
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Analyst/Coordinator

Value

athenahealth doesn’t always charge for the products that they have, but if there is something they...

Nov 2023
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Analyst/Coordinator

Product

There haven’t been a lot of changes to athenaClinicals over the last few years. There were just...

Nov 2023
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CMIO

Loyalty, Product

The system doesn't necessarily lack integration options. The vendor is working on creating workflows...

Oct 2023
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CMIO

Product

The system is designed as an ambulatory product. It isn't an enterprise-wide solution. In some ways,...

Oct 2023
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CMIO

Product

There are little things that we would like to change in the product. For example, I would love to be...

Oct 2023
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CMIO

Operations

Ongoing training for the system is really on the customer. We have pretty well developed workflows,...

Oct 2023
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CMIO

Culture

The vendor's sales process was straightforward, and so were the upgrade discussions we had with the...

Oct 2023
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CMIO

Relationship, Operations, Value

We would like it if the vendor's people could help us learn how to move information from...

Oct 2023
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(0)
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Director

Loyalty, Relationship

We have had good experiences with athenahealth's products, and we have received good support from...

Sep 2023
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(0)
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Director

Operations

The vendor's training is self-service training. athenahealth provides the materials for us to be...

Sep 2023
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Director

Product

The system could be improved by having a more specialty-driven focus or by having elements of...

Sep 2023
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Director

Product, Value

We have struggled to get interfaces to function between athenaClinicals and some systems from other...

Sep 2023
||
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Director

Relationship, Operations, Value

I think that the vendor could provide coaching and suggestions to providers to help us feel like we...

Sep 2023
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(0)
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Director

Loyalty, Product

athenahealth has really focused on quality of care, and athenaClinicals is very user friendly....

Sep 2023
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Manager

Loyalty, Product

One nice thing that athenahealth is working on is the athenaOne mobile app. They are making...

Sep 2023
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Manager

Loyalty, Product

Obviously, there are pros and cons to athenahealth’s product, but no EHR is going to be the way we...

Sep 2023
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Manager

Product

Speaking from an interface standpoint, I just don't think athenaClinicals is a good product in the...

Sep 2023
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Manager

Relationship

athenahealth’s support team can read the tickets that we enter, but a lot of times, we put...

Sep 2023
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Manager

Relationship

We have a couple of contacts at athenahealth that are so far pretty good.

Sep 2023
||
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Manager

Product

With regards to the vendor's HL7 interfaces, the application needs to be redesigned for more ease of...

Sep 2023
||
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Director

Product, Value

athenahealth is competitive with the functionality and the things that they release, but because of...

Sep 2023
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(0)
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Director

Loyalty, Relationship

To be more satisfied with athenahealth, we need to make sure that we are aligned on previous...

Sep 2023
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Director

Product

There needs to be greater configurability and granularity in athenaClinicals. For example, a lot of...

Sep 2023
||
(0)
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Director

Relationship, Product

I would say that athenahealth is doing their best at prioritizing what will hopefully bring down...

Sep 2023
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CIO

Product, Product, Product

We can integrate things with athenaClinicals, but the system is still basically HL7. athenahealth is...

Aug 2023
||
(0)
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CIO

Loyalty, Loyalty, Loyalty, Operations, Operations, Operations, Product, Product, Product

We like the system's ease of use, functionality, and look and feel. If we ever decide to move to...

Aug 2023
||
(0)
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CIO

Relationship, Relationship, Relationship

athenahealth's communication is pretty robust. They do a good job with their road maps. My only...

Aug 2023
||
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CEO/President

Product

I would definitely buy athenaClinicals again. athenaClinicals includes all the lab, hospital, and...

Aug 2023
||
(0)
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CEO/President

Relationship

athenahealth is very responsive. We don't call athenahealth that much, but if we have to reach out...

Aug 2023
||
(0)
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CEO/President

Culture, Relationship

The reality is that no vendor keeps all promises because of regulatory reasons or whatever. But I...

Aug 2023
||
(0)
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VP/Other Executive

Culture, Value

athenahealth does a really good job of not charging for every little thing. The cost is a very...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product

athenahealth is very strong with their integration of other systems. They are second to none. We can...

Aug 2023
||
(0)
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Manager

Operations

Training is something that athenahealth could always improve on, not because they are bad at it but...

Aug 2023
||
(0)
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Manager

Relationship, Operations, Product

athenahealth is proactive, but for the most part, when they make product enhancements, it is our...

Aug 2023
||
(0)
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Manager

Product, Value

athenahealth has been on the cutting edge of interoperability and offers interoperability and...

Aug 2023
||
(0)
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Manager

Relationship

We have had some tickets that have lingered for a bit, but athenahealth's support team has been...

Aug 2023
||
(0)
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Director

Operations, Product

I would tell a friend about the product’s ease of access for end users, especially from a clinical...

Aug 2023
||
(0)
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Director

Culture, Relationship

Sometimes the timelines that are promised are not always delivered by athenahealth, and I don't know...

Aug 2023
||
(0)
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Director

Product

I would like the product to have more robustness around value-based care. That has been an area for...

Aug 2023
||
(0)
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VP/Other Executive

Relationship, Product, Value

athenaClinicals is a bit of a double-edged sword. It is an application that athenahealth maintains...

Jul 2023
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(0)
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VP/Other Executive

Product

There are a lot of required workflows that are clunky in athenaClinicals. That functionality doesn't...

Jul 2023
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(0)
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VP/Other Executive

Value

We pay per provider per month. The product is well worth every penny we pay per month for each...

Jul 2023
||
(0)
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VP/Other Executive

Loyalty, Relationship, Product

athenahealth doesn't have anything embedded that helps with clinical decision support, although they...

Jul 2023
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(0)
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VP/Other Executive

Relationship

We have a direct line to our customer service representative, and the team that is assigned to us is...

Jul 2023
||
(0)
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Physician

Relationship, Operations, Product

athenahealth is pretty good at keeping promises; athenahealth is better than some other vendors I...

Jul 2023
||
(0)
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Physician

Product

athenaClinicals does not talk to our inpatient EMR, which is an older system. But when we get a...

Jul 2023
||
(0)
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Physician

Product

athenahealth’s problem is the inbox. The biggest challenge is figuring out how to have useful,...

Jul 2023
||
(0)
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Physician

Loyalty, Product

We have to switch our inpatient system because we are on an old EMR, so a decision needs to be made...

Jul 2023
||
(0)
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VP/Other Executive

Product

There were some pretty big mishaps in the last year with some of the updates that we had to go...

Jul 2023
||
(0)
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VP/Other Executive

Operations, Product

We do not allow athenahealth to do our training. We do it ourselves because the modules that are...

Jul 2023
||
(0)
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VP/Other Executive

Relationship, Product

We have very rarely had any significant downtime. If we have downtime, it usually lasts minutes, and...

Jul 2023
||
(0)
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Director

Relationship

athenahealth listens well. There are senior executives that listen to us all the time, and things...

Jul 2023
||
(0)
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CMIO

Product, Value

I love how efficient things are with athenahealth. The number of resources we needed on the back end...

Jul 2023
||
(0)
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Director

Loyalty, Value

We are not totally satisfied with athenaClinicals and are looking for other options, but...

Jul 2023
||
(0)
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CMIO

Relationship, Product

One of the vendor’s bigger weaknesses is their messaging, but they have been working on that. They...

Jul 2023
||
(0)
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CMIO

Operations

All of athenahealth’s upgrades have training modules associated with them as well as podcasts and...

Jul 2023
||
(0)
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Director

Operations

Compared to how an Epic implementation would go, athenahealth’s implementations are dramatically...

Jul 2023
||
(0)
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Director

Product

athenahealth promotes that the product is the same for our specialty as it is for a usual medical...

Jul 2023
||
(0)
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Director

Relationship, Product

Qualitatively, athenahealth has done well at creating a platform that is fairly rigid. We can set a...

Jul 2023
||
(0)
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Director

Product, Value

athenahealth has made it clear that for the things they don't do well, we can connect to any vendor...

Jul 2023
||
(0)
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Director

Product

The biggest issue with athenaClinicals is the inability to do customized hard or soft stops. Those...

Jul 2023
||
(0)
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CMIO

Relationship

I got lucky with athenahealth. I feel so fortunate to work with them every day.

Jul 2023
||
(0)
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CMIO

Product, Value

athenahealth does interoperability without me even needing to ask. The system drives my IT team...

Jul 2023
||
(0)
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CMIO

Loyalty, Product

I would want other providers to know that athenahealth’s workflows get weak around certain...

Jul 2023
||
(0)
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Director

Product

When the pandemic hit, we had to integrate athenaClinicals with another system, and that was a total...

Jul 2023
||
(0)
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Director

Product, Value

With athenaClinicals, it is easy for our providers to amend their charts if needed. Documenting...

Jul 2023
||
(0)
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Director

Loyalty, Product

The interoperability and built-in interfaces in athenaClinicals allow us to enhance the system's use...

Jun 2023
||
(0)
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Director

Product

We would like to be able to label more within the system's chart. The system has things labeled as...

Jun 2023
||
(0)
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Director

Operations

All of the providers we have trained say that the platform is very user friendly. The vendor...

Jun 2023
||
(0)
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Director

Culture, Product, Value

The system has met our expectations except for one or two things that the vendor promised that still...

Jun 2023
||
(0)
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Director

Loyalty, Product

We are working on efficiencies, and there are some lagging things in the system that cause...

Jun 2023
||
(0)
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Director

Relationship, Product

athenahealth builds in what they call marketplace partners. Those are external sources of additional...

Jun 2023
||
(0)
 Thank you  Helpful

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Director

Relationship, Operations

The vendor has a very large online presence for services or calls, and they usually handle things...

Jun 2023
||
(0)
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Director

Relationship, Value

The system has helped us very much with meeting government programs. Everything is going to be value...

Jun 2023
||
(0)
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VP/Other Executive

Loyalty

Our old vendor had a very provider-friendly system, but the system was less friendly for...

May 2023
||
(0)
 Thank you  Helpful

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VP/Other Executive

Operations

athenahealth had an excellent implementation team. The vendor provided great support despite the...

May 2023
||
(0)
 Thank you  Helpful

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VP/Other Executive

Loyalty, Product

The built-in reporting functionality is garbage. We can create filtered lists. But when providers...

May 2023
||
(0)
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VP/Other Executive

Relationship

The vendor’s support team is sometimes not great. When I go to the customer success manager, that...

May 2023
||
(0)
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VP/Other Executive

Product

When we moved to athenaClinicals, both athenahealth and our vendor for membership management agreed...

May 2023
||
(0)
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VP/Other Executive

Loyalty, Product

The vendor could improve the experience in the patient portal. We transitioned over to a third-party...

May 2023
||
(0)
 Thank you  Helpful

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VP/Other Executive

Relationship, Operations

With athenahealth, we have not just good implementation support people but also a really good...

May 2023
||
(0)
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VP/Other Executive

Loyalty, Relationship

Overall, athenahealth has been receptive to feedback, and that has been good. The vendor is looking...

May 2023
||
(0)
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VP/Other Executive

Loyalty, Product, Value

For a lot of our providers, the workflow in our old product was much cleaner and smoother than the...

May 2023
||
(0)
 Thank you  Helpful

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VP/Other Executive

Loyalty, Product

One of our frustrations is that a big part of athenaClinicals has to do with global settings. Things...

May 2023
||
(0)
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Manager

Product

athenaClinicals is user friendly. It is logical. It makes sense to end users. The product is not...

Apr 2023
||
(0)
 Thank you  Helpful

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Manager

Operations

The vendor's training is all electronic. There is no hands-on type of training.

Apr 2023
||
(0)
 Thank you  Helpful

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Manager

Product

It is very hard to get reports for what we need. athenaClinicals needs a lot better reporting...

Apr 2023
||
(0)
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Comprehensive Ambulatory Platforms 2021
16 December 21    |   Aaron Gleave and Alex McIntosh
Looking to improve integration and reduce vendor complexity, ambulatory organizations have recently accelerated efforts to consolidate their technology solutions. However, their EMR vendor’s portfolio may have gaps or may not stack up in certain areas to the specialized functionality of best-of-breed solutions. To help organizations determine whether a consolidated IT approach is best for them, KLAS conducted in-depth interviews with ambulatory organizations that have broadly and deeply adopted their EMR vendor’s technology portfolio. These customers’ feedback reveals what technology is adopted today, where gaps still exist, and what benefits and potential pitfalls other organizations may want to consider as they move toward consolidation. Vendors that offer a wide range of IT solutions for ambulatory practices were invited to submit a list of the organizations that have most broadly and deeply adopted their ambulatory portfolios (eClinicalWorks elected not to participate and MEDITECH did not have enough standalone ambulatory customers to qualify). Five “deep adopters” were interviewed for each participating vendor. Their insights are intended to help other organizations understand the current best-case scenario with a comprehensive ambulatory platform.
Performance
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EMR-Centric Virtual Care Platforms 2021
24 June 21    |   Aaron Gleave and Alex McIntosh
Though many ambulatory and acute care EMR vendors already had plans pre-COVID to create, acquire, or expand virtual care capabilities, the emergence of the pandemic obviously necessitated an accelerated development pace. Based 100% on vendor-provided information (not yet validated by KLAS), this report explores what virtual care capabilities are available from EMR vendors and how these solutions are being deployed. Many EMR vendors were invited to participate in this report; those who responded are included in the charts below. Part two of this report (scheduled for release later in 2021) will explore the actual customer experience for as many of these solutions as possible, regardless of vendor participation. Note: For information on the broader telehealth ecosystem (including telehealth technology from non-EMR vendors), see KLAS’ recent  Telehealth Ecosystem 2021 report .
Flash Insights
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Information Blocking
12 May 21    |   Coray Tate and Paul Warburton
The final rule from the Office of the National Coordinator for Health Information Technology (ONC) regarding the 21st Century Cures Act went into effect April 5, 2021, and includes new regulations regarding interoperability and information blocking. Just before the rule’s start date, KLAS reached out to provider organizations to understand what they have done to prepare, what the biggest challenges were, and how they think the changes will impact interoperability. Feedback from 42 respondents is explored below.



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