athenahealth EHR/PM - Small Practices Commentary
Filtered view: All
Subject Expert
Eder Lagemann
Research Director
If you don't have a login, getting started is easy.
User Commentary
Loyalty
Overall, we have been very pleased with athenahealth EHR/PM. When we initially looked at options, I...
Login or Create an Account to see details.
Relationship
athenahealth publishes a road map of things they are working on, and they have a section where we...
Login or Create an Account to see details.
Relationship
athenahealth is constantly trying to update the services that they offer. A lot of third-party...
Login or Create an Account to see details.
Product, Value
The co-sourcing model of athenahealth EHR/PM is helpful. It definitely has its drawbacks, but it...
Login or Create an Account to see details.
Relationship
athenahealth needs more stateside customer service representatives. If we reach out to the customer...
Login or Create an Account to see details.
Relationship
athenahealth definitely wants us to succeed. For us, that includes quarterly meetings with a...
Login or Create an Account to see details.
Product
As patients get more comfortable using smartphones and doing check-ins online, having more...
Login or Create an Account to see details.
Loyalty, Product
I'm not in the market for any solutions right now. I'm pretty happy with athenahealth's solution...
Login or Create an Account to see details.
Relationship
It would be nice if we could just work with one of athenahealth's support people each time we open a...
Login or Create an Account to see details.
Relationship
athenahealth's support team used to be really wonderful. We would call in and get support almost...
Login or Create an Account to see details.
Operations
athenahealth's solution was very quickly implemented. I feel like we had a lot of system setup that...
Login or Create an Account to see details.
Loyalty, Relationship
athenahealth has basically stopped supporting their hospital products, and they have failed to meet...
Login or Create an Account to see details.
Loyalty, Value
If I were talking to a clinic, I feel like I would recommend athenahealth to them, but if they were...
Login or Create an Account to see details.
Culture
When organizations sign a contract for a certain rate, they have a certain expectation of the...
Login or Create an Account to see details.
Relationship, Product
athenahealth is not able to meet our needs. They are not innovating their hospital product or making...
Login or Create an Account to see details.
Product
Within the billing or the collections part of athenahealth's system, it is sometimes hard to find...
Login or Create an Account to see details.
Relationship
athenahealth could make it a little easier to get a support case going. They want to drive us toward...
Login or Create an Account to see details.
Relationship
athenahealth is really good at innovation. They are constantly developing stuff. They have big...
Login or Create an Account to see details.
Loyalty, Value
I don't look at other vendors. We are with athenahealth, and I never want to change. I don’t want to...
Login or Create an Account to see details.
Relationship
Sometimes getting help from athenahealth's support people is a nightmare, and sometimes it is so...
Login or Create an Account to see details.
Operations
I know the vendor has revamped their training since we did ours, but athenahealth had an onboarding...
Login or Create an Account to see details.
Product
Interfacing with other things is pretty simple. Our local HIE is changing their platform, and they...
Login or Create an Account to see details.
Operations
athenahealth offers many training classes if we are willing to take them, but much of the content is...
Login or Create an Account to see details.
Relationship
Historically, athenahealth’s support has been poor unless we go through our representative. That is...
Login or Create an Account to see details.
Relationship
With EHR demands increasing rapidly, athenahealth does a good job keeping up. They continue to...
Login or Create an Account to see details.
Value
athenahealth's system is very expensive, but we get a lot out of it.
Login or Create an Account to see details.
Culture
Our contract with athenahealth allows them to raise prices significantly every few years, and that...
Login or Create an Account to see details.
Product
athenahealth's system is built for primary care and multispecialties, but the vendor's main focus is...
Login or Create an Account to see details.
Relationship
I have had a couple of issues where I have called athenahealth's customer support and haven't gotten...
Login or Create an Account to see details.
Relationship, Operations, Product
athenahealth seems to be pretty progressive in making changes that are necessary according to what...
Login or Create an Account to see details.
Culture, Value
athenahealth's system is just as good as any other system out there. We have been on it for a long...
Login or Create an Account to see details.
Relationship
We need someone at athenahealth who actually follows through on things. Our CSM is supposed to...
Login or Create an Account to see details.
Relationship, Product
athenahealth was working on ambient notes, but then they stopped. athenahealth also needs to work on...
Login or Create an Account to see details.
Culture, Product
When we tried athenahealth's revenue-cycle management, they promised us that they had X number of...
Login or Create an Account to see details.
Product
While athenahealth’s products are bundled, there are a lot of little extras. athenahealth does...
Login or Create an Account to see details.
Product
We are still waiting on preregistration from athenahealth. In the several years we have been with...
Login or Create an Account to see details.
Operations, Product
The quality of athenahealth's system is high. We have a lot of providers who come in from outside...
Login or Create an Account to see details.
Loyalty, Product
Our board has looked at other EHRs over the years. We don't feel like there is any EHR that doesn't...
Login or Create an Account to see details.
Relationship
athenahealth’s support quality has gone down quite a bit since they outsourced it. Several years...
Login or Create an Account to see details.
Product
athenahealth offers a single solution for all our EHR needs. The product is laid out well, and it...
Login or Create an Account to see details.
Product
From the physician level, the product is as straightforward as it is going to be, and I see how...
Login or Create an Account to see details.
Relationship
To help us get more of an ROI, athenahealth could proactively help us identify new billing codes or...
Login or Create an Account to see details.
Relationship
The support process is laborious. The intake of information that athenahealth requires is...
Login or Create an Account to see details.
Culture, Relationship
We are very unsatisfied with our CSM from athenahealth and their ability to problem-solve and be...
Login or Create an Account to see details.
Product
I don't like athenahealth’s patient communication piece. It isn't very user-friendly, and we don't...
Login or Create an Account to see details.
Value
athenahealth charges for every little thing. Ambient listening, dictation, and telehealth come with...
Login or Create an Account to see details.
Product
One issue we have with athenaCollector is the way patient charts are organized. Providers struggle...
Login or Create an Account to see details.
Loyalty, Product
We are supposed to be integrated with other hospital systems, but the information isn't coming over...
Login or Create an Account to see details.
Product
Having telehealth embedded in athenahealth EHR/PM has been a big help since it is all one system....
Login or Create an Account to see details.
Relationship
One big frustration with athenahealth is how the support is structured. Most of the support is done...
Login or Create an Account to see details.
Operations
athenahealth constantly sends us notices about upgrades with links to training videos, but we don't...
Login or Create an Account to see details.
Relationship, Value
If I could get my athenahealth CSM to return an email, I would be doing much better. I don't know...
Login or Create an Account to see details.
Loyalty, Product
athenahealth EHR/PM is good and has some good functionality, but for practices that have been on it...
Login or Create an Account to see details.
Relationship, Product
During a recent merger, some of our athenahealth EHR/PM data didn’t transfer. When I asked...
Login or Create an Account to see details.
Operations, Product
I have had the system go offline maybe twice in the several years that I have had it, and it was...
Login or Create an Account to see details.
Relationship
athenahealth is always trying to think ahead and get our feedback. That is very important, and it is...
Login or Create an Account to see details.
Product
athenahealth's system is very intuitive and consistent. I can have someone come in off the street...
Login or Create an Account to see details.
Product
I love that everything in athenahealth's system is interfaced, so we don't have to go from one...
Login or Create an Account to see details.
Loyalty, Product
athenahealth has an offering for ambient notes that will listen and do dictation. Those are nice...
Login or Create an Account to see details.
Culture, Value
Everything is bundled with athenahealth's system, and we don't get charged for anything extra. The...
Login or Create an Account to see details.
Value
If I were to consider another EHR solution, I would look at features offered, such as a fully...
Login or Create an Account to see details.
Culture, Value
If a payer denies a claim, athenahealth doesn't charge us. With athenahealth, the cost goes up and...
Login or Create an Account to see details.
Relationship, Product
The quality of athenahealth's support has gone down because the support people are stretched thin....
Login or Create an Account to see details.
Loyalty, Relationship, Operations, Product
Whenever athenahealth does updates, the updates are very slow to take. The solution is so bloated...
Login or Create an Account to see details.
Product
athenahealth's system is very easy for receptionists and medical assistants. It works well. Its...
Login or Create an Account to see details.
Operations, Product
athenahealth's system is hard for doctors to use. It is very comprehensive. I was never perfectly...
Login or Create an Account to see details.
Loyalty, Relationship
If I were in the market for a new EHR, my number-one consideration would be athenahealth. I looked...
Login or Create an Account to see details.
Value
athenahealth is fair with their charges. They don't nickel-and-dime us, but their costs at the front...
Login or Create an Account to see details.
Product
All EHRs stink. I don't think any of them are all that great. They are moving along, but they have...
Login or Create an Account to see details.
Relationship
athenahealth has outsourced their support to third parties in the Philippines who just don't think...
Login or Create an Account to see details.
Relationship
The support from athenahealth is great.
Login or Create an Account to see details.
Loyalty, Relationship, Product
There is no way I would change from athenahealth's solution. athenahealth is very in tune with what...
Login or Create an Account to see details.
Product
athenahealth should go back to the old scheduling system. The new one is still usable but is very...
Login or Create an Account to see details.
Relationship
athenahealth is very easy to access and get information from, and when we have problems, it is...
Login or Create an Account to see details.
Culture, Value
I might approach the system differently if I were thinking of buying it again. It was sold to me...
Login or Create an Account to see details.
Relationship
athenahealth's managers are fabulous. I have no trouble with them. They do a great job, and they are...
Login or Create an Account to see details.
Operations
Most things in the system are easy to use, and the system performs the way athenahealth said it...
Login or Create an Account to see details.
Culture
The way athenahealth manages money is not to my advantage. athenahealth leaves things way too long....
Login or Create an Account to see details.
Operations
When we do athenahealth's training on managing refunds, the training lists all the support...
Login or Create an Account to see details.
Product
Our practice had been on another EMR before athenahealth's system, and the doctors hated that EMR....
Login or Create an Account to see details.
Relationship
When we started with the vendor, athenahealth's support team and our practice success manager were...
Login or Create an Account to see details.
Operations
I have learned a lot about refunds and what athenahealth does on Medicare supplement claims when...
Login or Create an Account to see details.
Culture, Relationship, Value
A few years ago, athenahealth said we would be a good candidate for the advanced coding package, so...
Login or Create an Account to see details.
Product, Value
The solution may be the best option on the market, but it is not great. athenahealth doesn't deliver...
Login or Create an Account to see details.
Operations
athenahealth could be better about being more proactive with their training. They tell us to watch a...
Login or Create an Account to see details.
Culture, Product
athenahealth could definitely improve on collections. That is one of the worst things they do. With...
Login or Create an Account to see details.
Relationship, Product, Value
A lot of the things in this solution were written by IT people, not providers, so there are still a...
Login or Create an Account to see details.
Value
athenahealth has raised their rates on us more than once. They negotiated because they had caused...
Login or Create an Account to see details.
Relationship
When we have issues, our CSM does what they can and finds people for us to work with. They are...
Login or Create an Account to see details.
Product, Value
athenahealth has a lot of market vendors available to integrate with, and the solution is pretty...
Login or Create an Account to see details.
Culture, Loyalty
athenahealth's system is unfortunately part of our long-term plans. The vendor does good things, but...
Login or Create an Account to see details.
Value
With the way athenahealth works, they get a percentage of all of our income. However, I am...
Login or Create an Account to see details.
Product
In terms of outcomes, sometimes, athenahealth is just behind on quality measures or has different...
Login or Create an Account to see details.
Relationship
We don't get answers from the vendor's support people very quickly. We always have to wait. If we do...
Login or Create an Account to see details.
Product, Value
What I would tell others about the system would come down to cost and user friendliness. From a...
Login or Create an Account to see details.
Operations
I would like more user-friendly or role-specific training. athenahealth does a lot of updates, and...
Login or Create an Account to see details.
Relationship
I have had better customer service representatives in the past. Our current representative is new,...
Login or Create an Account to see details.
Relationship
athenahealth is proactive about things, but sometimes, we can't get the information that we need....
Login or Create an Account to see details.
Product
Our staff members are kind of split. Some find the system to be easy to use, but others say there...
Login or Create an Account to see details.
Culture
We have looked at a different EHR vendor, and the only reason we have looked elsewhere is cost. It...
Login or Create an Account to see details.
Operations, Product
The solution is very easy to use. The implementation was super simple, and we had no issues with it....
Login or Create an Account to see details.
Relationship
We have a dedicated customer service representative from athenahealth, but we are very rarely...
Login or Create an Account to see details.
Loyalty, Product, Value
athenahealth really needs to do a little bit better with data and reporting, especially in the...
Login or Create an Account to see details.
Relationship, Product
I do love the solution, and I would not want to work in any other EHR. However, athenahealth has...
Login or Create an Account to see details.
Value
athenahealth does not charge us for more than what they said they would, but they do charge for...
Login or Create an Account to see details.
Operations, Product
The solution is not extremely user-friendly. Some things are hidden. If we want to find out how to...
Login or Create an Account to see details.
Relationship
athenahealth lets us know when things are coming up and when things are going to change.
Login or Create an Account to see details.
Relationship, Operations
When we need support from the vendor, most everything has to be an online case, and it probably...
Login or Create an Account to see details.
Operations
The biggest pain point we had when we switched to the solution was that our previous vendor helped...
Login or Create an Account to see details.
Culture, Value
athenahealth has fallen short on their promise of payment at the time of service. There were also...
Login or Create an Account to see details.
Relationship
athenahealth gave a customer service manager, but they are not very empowered to solve our problems....
Login or Create an Account to see details.
Loyalty, Product
Payers often have specific requirements, such as ensuring transitions of care from the emergency...
Login or Create an Account to see details.
Relationship
If there is an outage or something, athenahealth will tell us to go to a certain website where we...
Login or Create an Account to see details.
Relationship
athenahealth takes user suggestions and implements them, but the ones that they actually implement...
Login or Create an Account to see details.
Value
Management consultants say athenahealth's solution is spendy. It has bells and whistles, but other...
Login or Create an Account to see details.
Product
If a patient goes to see an ENT provider or even goes somewhere for imaging, I may get back four...
Login or Create an Account to see details.
Commentary Summary
Comment Type Breakout