athenahealth EHR/PM - Small Practices
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Subject Expert
Aaron Gleave
Research Director
Commentary Summary
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User Commentary
Functionality and Upgrades
I like the system's billing piece; it is very self-explanatory.
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Functionality and Upgrades
athenahealth's product is very clinically intuitive. As physicians, we do not want to be looking...
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Implementation and Training
The ongoing training from athenahealth is excellent. When we first started, and as we got more and...
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Interfacing and Integration
The functionality for exporting charts in the product is great, and I love it. That functionality is...
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Functionality and Upgrades
I want to see a confirmation in the system when I have finished a task, and the system won't let me...
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Other Observations & Comments
athenahealth is very good. They are almost too good because we are very basic. I want to be able to...
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Service and Support
Anyone on our staff can call athenahealth and ask for help whenever they need to. We can call and...
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Lessons Learned
I always recommend athenahealth's product. If there is a practice that is struggling, it is because...
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Service and Support
athenahealth's system is very user friendly. The vendor's customer service is above standard. We get...
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Implementation and Training
The education and training need to be more specific. There may be a dozen different ways to navigate...
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Service and Support
We avoid calling athenahealth almost at all costs. Calling the vendor is just so time consuming, and...
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Functionality and Upgrades
athenahealth could invest a lot more in the design of their product, especially when it comes to...
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Other Observations & Comments
The vendor is responsive and reliable. They are great. I am really familiar with their competitors....
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Relationship
athenahealth’s architecture allows them to gather a lot of data from across the country, but the...
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Sales and Contracting
athenahealth’s lack of ability to keep their promises has been a complaint of ours since we started...
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Service and Support
For a while, reimbursements went through to the bank and then went right back to the athena account....
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Functionality and Upgrades
Prescribing controlled substances fails almost half of the time. The process at the end of writing a...
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Functionality and Upgrades
I went to athena thinking that things would be better. There is always at least one thing that is a...
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Functionality and Upgrades
Recently, I have been losing more chart notes. The notes just don't show up. Once in a while, they...
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Service and Support
It is hard to get access to knowledgeable people. When I call athena, they are very hard to...
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Implementation and Training
Things have been very frustrating, and the system was very hard to learn during the first six...
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Lessons Learned
My suggestion for anybody going on athenahealth's system is to make sure that their organization has...
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Functionality and Upgrades
The product is very user friendly from a clinical standpoint. We don't need a lot of training to be...
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Service and Support
Probably the only bad thing about athenahealth is the vendor's customer service and the process of...
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Functionality and Upgrades
The system is not very easy to read. I can read the system fine because I have been in healthcare...
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Functionality and Upgrades
We have an issue with the number of clicks required to redo a claim. Changing a claim takes forever....
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Functionality and Upgrades
I would love the system to be streamlined. When we have multiple line items and need to void all of...
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Relationship
athenahealth doesn’t keep all of their promises. Our account managers change nonstop. The vendor...
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ROI / Cost (care and feeding)
athenahealth nickel-and-dimes us to death. They also charge us an arm and a leg for their products....
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Win/Loss - Why they were selected (by current clients)
Purchasing the athenahealth product was the best decision I made during our opening process. It...
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Implementation and Training
It would have been very helpful for us to see the end result of the system to better understand why...
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Service and Support
We have the help desk at athenahealth and we have our project manager. However, the project manager...
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Functionality and Upgrades
athenahealth tries to keep all of their promises. We are very self-sufficient, but there are some...
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Service and Support
Not every customer service manager at athenahealth is quite the same caliber. We are a very...
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Implementation and Training
When a practice first onboards athenahealth's system, it requires a lot of work and effort, and that...
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Functionality and Upgrades
Once someone gets to know the system, it is good. It is pretty usable. I don't see athenahealth...
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Lessons Learned
If athenahealth were nickel-and-diming me, I would have ripped the system out ages ago. I need to...
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Implementation and Training
athenahealth doesn't provide any ongoing training. They have resources, which are good, but I would...
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Service and Support
athenahealth’s ongoing phone or web support is not as good as it used to be.
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Other Observations & Comments
Using athenahealth's system on the back end to help us be very productive is helpful. We made the...
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Relationship
I am part of a hybrid practice with unique specialties, and there isn’t an EMR that is all inclusive...
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Sales and Contracting
When we went live with the EHR portion, things were pretty rocky. The people on the sales side of...
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ROI / Cost (care and feeding)
Our invoicing is very clear. athenahealth does not charge us for things that we didn't agree to and...
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Service and Support
We have quarterly calls, and the vendor escalates things as needed, and that is helpful.
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Service and Support
When I call athenahealth for help with issues, the support staff is very focused on troubleshooting...
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ROI / Cost (care and feeding)
Overall, we have been very happy with athena and have had no unexpected costs.
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Functionality and Upgrades
I get emails from athena about changes that are coming. Every once in a while, we log on and things...
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Implementation and Training
I don't know that we have ever done any training since the original onboarding, but the original...
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ROI / Cost (care and feeding)
We have had some issues, and athena has always solved them. The people we reach out to for support...
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Implementation and Training
I guess athenahealth was going to do a train-the-trainer model, but that was not able to happen in...
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Functionality and Upgrades
The vendor has gone through some changes recently with a new executive and new branding. The vendor...
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Interfacing and Integration
athenahealth is great because they don’t nickel-and-dime us to death. Honestly, I am amazed at the à...
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Service and Support
athenahealth’s ongoing phone and web support have not been as good in the last six months as they...
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Functionality and Upgrades
Our interface needs to be written to work with athenahealth. The vendor started writing the...
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ROI / Cost (care and feeding)
Because athenahealth's system is a cloud tool, its reliability is amazing. athenahealth’s work...
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Functionality and Upgrades
We have challenges with the vocabulary in athenahealth's system. We might call something diabetes,...
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Implementation and Training
The implementation went smoothly. athenahealth gave us an onboarding team for the first several...
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Functionality and Upgrades
athenahealth's system helps with some of my faxing. athenahealth gives us our own fax number that we...
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Interfacing and Integration
We have integrated a few things, such as our state vaccination database and our state records...
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Functionality and Upgrades
athenahealth's EHR is doing what the vendor said it would do. The product is streamlined, so there...
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Interfacing and Integration
I have no problems with the integration of athenahealth's EHR. The integration is going well.
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Service and Support
athenahealth's support is very good. athenahealth's proactivity is also very good.
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Functionality and Upgrades
There are certain little tweaks in the system that we would like to see from athenahealth. For...
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Service and Support
We have seen some problems with billing within the product, and athenahealth does not seem to have...
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Lessons Learned
Clients need to get the best rate in the very beginning. Somebody signed our practice up for...
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ROI / Cost (care and feeding)
One thing I like about athenahealth is that they put everything, including things like patient...
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Service and Support
Sometimes the customer service people get back to us and solve our problems, but other times that...
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Functionality and Upgrades
When we get a fax that is spam, we would like to be able to return it to the sender through the EMR....
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Relationship
The vendor is reasonable on some requests, but I sometimes have to nudge the vendor a bit to get...
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ROI / Cost (care and feeding)
The vendor charges for telehealth, billing, authorization management, and everything like that. The...
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Implementation and Training
Training people on the product took a while. There was a learning curve.
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Functionality and Upgrades
The product’s strengths are billing, posting, and having cosourcing models.
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Functionality and Upgrades
Since the product is cloud based, we don't need to have the software downloaded on any device. We...
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Interfacing and Integration
I like the fact that the product can interface fairly seamlessly with other systems. I like...
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Functionality and Upgrades
The product is pretty user friendly, and the more people that start to use it, the easier it will be...
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Interfacing and Integration
We would like to see more refined interfaces with the product. The vendor preaches about the...
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Service and Support
athenahealth’s support staff needs to have a better understanding of their own system. Generally,...
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Functionality and Upgrades
The billing needs to be improved. A lot of our issues are with the follow-up, so there seems to be...
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Implementation and Training
We have to look in the system for a video on something, for an update on what the vendor has...
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Functionality and Upgrades
The program is good. The streamlining the product does for the beginning of a patient's visit and...
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Implementation and Training
When we first onboarded with the product, it was terrible. There wasn’t that much training, but the...
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Service and Support
The vendor's support has definitely gone down. The knowledge of people at the vendor is not the...
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ROI / Cost (care and feeding)
athenahealth does a fantastic job of reporting and including providers in their quality metrics....
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Functionality and Upgrades
We have seen many issues with posting our payments in athenahealth's EHR system. There is a third...
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Functionality and Upgrades
Our clinicians love the product. The product works fairly well, and all of our issues have been on...
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Service and Support
We recently got a new representative who we have met with, and since we have been on board with...
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ROI / Cost (care and feeding)
We went with athenahealth in the first place mainly because we were sold on the promise of always...
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Relationship
The vendor has struggled with employees as the vendor has changed hands. Before Jonathan Bush got...
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Functionality and Upgrades
I like that the software has a rules engine that scrubs the claim at the front end. The system has...
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Functionality and Upgrades
Billing follow-up is a unique, very niche skill, and I don't think athenahealth is all bad by any...
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Functionality and Upgrades
Overall, athenahealth's system performs very well. I would definitely let a peer know that...
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Technology
There are often a lot of steps involved in every task. Simplifying the processes would make things...
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Relationship
athenahealth has been great. We have an account manager, and we can open tickets for simple issues....
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Service and Support
The case system is not as great as our direct representative. Oftentimes, we find that athenahealth...
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ROI / Cost (care and feeding)
We have definitely gotten our money's worth with the product. We are an unusual practice, and...
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Functionality and Upgrades
The solution is very good. It is 10 times better than our previous EMR. I have worked with a couple...
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Implementation and Training
When we implemented the solution, it wasn't feasible for us to have someone come in and train us....
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ROI / Cost (care and feeding)
The solution's claims process saves us a lot more time than our previous solution's process did. We...
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Implementation and Training
Our training costs were unexpected. The vendor told us in the beginning how much their training...
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Functionality and Upgrades
There are some glitches on the solution's billing side because athenahealth uses automation for some...
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Functionality and Upgrades
The solution's claims side is getting to where it needs to be, but sometimes it still takes a lot of...
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Service and Support
athenahealth has been wonderful. All we have to do is have a chat with them, and they will take care...
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Functionality and Upgrades
Now that I am familiar with the system, it is easy, but when I first started, it was a little...
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Service and Support
I avoid calling the vendor executives. I don't know whether the vendor's support has a lot of new...
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Relationship
The vendor keeps all promises. We have a regular call with a vendor representative, and if there are...
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Functionality and Upgrades
We have an online website where patients can schedule an appointment. The appointment requests will...
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Functionality and Upgrades
We like that the system is web based. That means that we can access it from anywhere. The solution...
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Interfacing and Integration
athenahealth EHR/PM is very interoperable when it comes to other systems. It interfaces with all of...
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Functionality and Upgrades
The vendor could improve the user friendliness of their report builder. For example, there are some...
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Functionality and Upgrades
The billing and scheduling in athena's system are great. We have the tools we need for sending...
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Functionality and Upgrades
The one issue I have with athena is that they recently made a change and added a field to the system...
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ROI / Cost (care and feeding)
If a practice wants to keep everything in-house, then athena's system is not the way to go because...
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Implementation and Training
There is not a lot of ongoing training from athena. The education is there, but we have to go find...
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Functionality and Upgrades
We can easily teach people how to use the system effectively and navigate through it. It is easy to...
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ROI / Cost (care and feeding)
athena takes a percentage off the top of everything collected, so there are no extra fees, but we...
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Implementation and Training
There were things that athena could have been better prepared for during our implementation. We...
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Functionality and Upgrades
We are a lot happier with athena's product than we were with our previous product as far as...
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Functionality and Upgrades
I would purchase this system again if the decision were up to me. The product is excellent. The...
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Service and Support
Getting quick answers and responses from our athena contact is sometimes challenging. At times, we...
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Functionality and Upgrades
The system is doing pretty much everything we need. The prescription module is really excellent, and...
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Implementation and Training
The vendor is very accessible for training. We can’t just sit down and use the system; we definitely...
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Relationship
The vendor has been excellent at everything. The vendor's support teams are there for us if we need...
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Service and Support
The clinical piece of the system is great. But the billing side is where the product falls short....
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ROI / Cost (care and feeding)
athena really hasn't nickel-and-dimed us, but I would ask them to reevaluate their percentage of...
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Relationship
athenahealth is pretty good about getting information out to us about what is coming. In terms of...
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Interfacing and Integration
I would like to see more interoperability from athenahealth overall. They aren't really connected...
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Implementation and Training
The vendor needs to give customers more choices in terms of training time frames. Everybody learns...
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Service and Support
athenahealth expected us to have in-house IT, and we are a small group, so we don’t have that. The...
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Implementation and Training
athena doesn't really train us on new functionalities or upgrades.
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Relationship
We haven't had a lot of issues with our recent upgrade, but the vendor sometimes takes things away...
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Functionality and Upgrades
The system is pretty user friendly. The providers' ability to customize their templates has been...
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Functionality and Upgrades
The user permissions need to be identified by department. The permissions that athenahealth has in...
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Relationship
athenahealth never reaches out to ask us whether we are happy or whether they can do anything for...
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Functionality and Upgrades
When records come into athenahealth's system by the care management system, they sometimes come...
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Functionality and Upgrades
With athenahealth's EMR, it is virtually impossible to take a photo with our phones and upload it to...
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Functionality and Upgrades
One of the product's good points is that we can write all of our own macros and operative reports. I...
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Other Observations & Comments
The list of everything that we have to do in the system is completely different from what has to be...
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Functionality and Upgrades
One thing that we enjoy about the product is that more than one person can log in to a patient's...
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Functionality and Upgrades
The product is user friendly. When medical students come to our organization, they say...
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ROI / Cost (care and feeding)
There are a few details in the system that are either hidden or protected in the product. For our...
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Functionality and Upgrades
The solution is pretty intuitive. Things are where we expect them to be in it. The solution's...
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Other Observations & Comments
athenahealth has their own dashboard, and I believe that they would prefer for their clients to just...
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Functionality and Upgrades
athenahealth's system doesn't do everything that they say that it can do. The vendor has some...
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Service and Support
We are always really confused about what athenahealth is doing for us. I think athenahealth's IT...
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Service and Support
From the very beginning up until now, athenahealth has always been good about sending out...
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Implementation and Training
Some things are phased. Some upgrades are smaller, and we pop them out in one day. Some things take...
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Future Outlook
I am not familiar with other EHR systems. We have modified athenahealth's system to fit our...
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Relationship
For the most part, the vendor keeps their promises. We have regular meetings with our vendor...
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Relationship
We have a set rate for the system, so we don't see any extra charges. When there have been...
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Functionality and Upgrades
We like that the system is web based and really user friendly. We can do audit histories and track...
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Functionality and Upgrades
The vendor could improve the system's ability to post documents, labs, images, and letters in their...
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Service and Support
athenahealth continues to adapt and support us through thick and thin.
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Interfacing and Integration
athenahealth has made strides in the interoperability issue that we have in the healthcare world....
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Implementation and Training
When I bring in new staff, it is pretty easy to get them into the system and up and running with the...
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Service and Support
Our representatives have been very responsive when we have had questions. We rarely have questions,...
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Functionality and Upgrades
Our office has no complaints about athena's system. Everything works very smoothly. It has excellent...
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ROI / Cost (care and feeding)
athena's billing is very straightforward because they offer an all-in-one package. Everything is...
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Lessons Learned
I would undoubtedly purchase athenahealth's EHR again. It is probably my favorite EHR.
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Implementation and Training
athena has an implementation team that will get involved at whatever level we would like. athena can...
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Lessons Learned
I don't think athenahealth is moving at lightning pace in terms of delivering new features, but...
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Functionality and Upgrades
There are some things that I really wish that the vendor would do better, but as far as the system's...
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Relationship
When I voice my organization's needs, the vendor pays attention. I am really happy about that. They...
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Other Observations & Comments
I prefer having my own server so that I am the one responsible for whether that server is up or...
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Functionality and Upgrades
I am more frustrated about the things that athenahealth doesn't do than I am about the things that...
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Functionality and Upgrades
If I were to start over again, I would jump on athenahealth EHR/PM right away. athenahealth has done...
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Relationship
We were moved over to a new account specialist who started out on the slow side. They tried to do a...
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Functionality and Upgrades
Our lab was supposed to integrate with athena's system, but we were without our lab for a certain...
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Relationship
What we realized is the people that recommended this system were all from specialty practices. None...
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Sales and Contracting
The biggest problem that we have noticed with athena's system is all the steps we have to go...
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Other Observations & Comments
My oversight has kept us from getting charged for certain things. We did not want a certain module...
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Other Observations & Comments
We don't use the referral management module that athenahealth has where we send patients out for...
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Relationship
The vendor is very good about responding to cases that we send in. They go around the world to get...
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Functionality and Upgrades
The physicians like the ability to check for narcotics through their ePrescription module. That...
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Implementation and Training
athena had what they called an onboarding specialist. Everything was done remotely. Nobody came to...
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Functionality and Upgrades
athenahealth's product functions really well overall, but there are portions of the solution that...
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Functionality and Upgrades
athenahealth EHR is a practical EHR. It is easy for new people to understand how it works. The...
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Functionality and Upgrades
We would like to see faster responses from athenahealth when we make suggestions about how they...
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Functionality and Upgrades
I have a few suggestions for the billing piece. The people in the physician's office need to be...
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ROI / Cost (care and feeding)
Our experience with athenahealth is wonderful. The providers who use it gain a lot because it is...
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Implementation and Training
There is an area of interest when it comes to the attachments. Sometimes, we send the billing out...
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Functionality and Upgrades
Quality metrics are a problem for us in athenahealth's system. Every practice has to do quality...
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Implementation and Training
athenahealth's system is good, but we don’t know how to use everything it offers because nobody can...
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Functionality and Upgrades
We are frustrated that there is no functionality to remind us to do something later. We can put in...
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Service and Support
athenahealth doesn't reach out proactively or provide guidance. They have services available, but...
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ROI / Cost (care and feeding)
There have been some unexpected costs with athenahealth. We have incurred some costs, but we have...
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Implementation and Training
athena offers provider training, so we sign up and train with athena when we have problems or aren't...
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Implementation and Training
When athenahealth came to onboard our office, they had a team of several people, but only one person...
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Technology
We never have downtime due to the system breaking. That hasn’t happened in years. We came from a...
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