athenahealth EHR/PM - Small Practices Commentary
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Subject Expert
Chris Clune
Research Director
Commentary Summary
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User Commentary
Culture, Value
athenahealth promised the world and then didn't deliver. Later, they came in and offered to do a...
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Product
We have a lot of interfaces with athenahealth's product. There is a lot of room for mess-ups with...
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Relationship
athenahealth used to have a better customer service center. It used to be that no matter what area a...
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Product, Value
I used to be able to put an iPad at the front desk for patients to sign everything, so there was no...
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Operations, Product
athenahealth did a billing and registration update this summer that they should have done in the...
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Relationship
athenahealth has too much involvement. I don’t want them bothering me when I am working in...
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Relationship
I like that we have an account manager we can speak to. Even though their hands are tied with some...
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Relationship
I have been with athenahealth for many years and have promoted them in many places. In the...
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Operations
The vendor has ongoing seminars or training sessions that we can participate in. It is up to us...
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Relationship
I don't always like athenahealth’s upgrades, but the vendor is good at keeping things current. The...
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Relationship
In terms of the vendor’s support, it used to be the case that we could just pick up the phone and...
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Relationship
The vendor gives us a client person. We can send an email or call someone if we are not getting...
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Culture, Value
The pricing is reasonable for what we get. It would be a nightmare if we had to bring everything...
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Loyalty, Relationship, Product
A lot of outside resources will integrate with the product. No system is going to be 100% perfect,...
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Relationship
athenahealth calls us regularly. We schedule regular meetings, and we interrupt those all the time...
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Value
The system is not cheap, but I don’t have anything to judge that on; I haven’t been out there...
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Product
I can operate the system from anywhere. Years ago, we had an issue where our office was technically...
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Loyalty, Product
There are some improvements I would like to see in the system, but I know the vendor is working on...
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Operations, Product
There are regular updates to the system. We get a heads-up on those updates and see what is coming,...
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Loyalty, Value
I am considering changing to a different EHR partly because of cost. athenahealth is unfairly...
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Operations
My go-live process was well supported, and the initial training was fine. I have not received much...
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Relationship
I can reach out to my customer service manager, who is actually pretty good right now. They are...
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Product
My complaint is that even though I am very familiar with the platform and it moves as quickly as it...
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Product
athenahealth's platform can be a little too complicated, whether from a billing or a documentation...
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Operations, Product
The process of setting up the system and its interface was hard.
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Relationship
athenahealth keeps changing the person who is dedicated to our account. When we try to make an...
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Product
athenahealth has a great billing system. Everything lines up when we put in codes, so instead of...
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Product
athenahealth is doing some strange things when they deny claims. When they deny claims and ask for...
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Value
athenahealth is in it for the money. They are a public company, so they have to bring their...
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Loyalty, Relationship
Revenue cycle management is so much better with athenahealth's product than with other EMRs. A small...
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Loyalty, Product
There are so many parts to the clinical side of athena. They have made improvements to their...
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Product
athena's app is made for any sized practice, and that is golden. The product is for any practice...
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Value
athenahealth does not take the quality money that we get, so we get our money’s worth. If we get...
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Relationship, Operations
I don't feel like the people at athenahealth are trained well enough, and that is why they end up...
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Operations
athenahealth focuses so much on following the modules and learning how to do certain things. But...
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Product
We utilize a lot of the order sets and stuff we can do with athenahealth to really customize...
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Relationship
What I don’t like about athenahealth is on any service call, their support team will try to say an...
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Relationship, Product
My satisfaction with athenahealth used to be higher, but recently, that satisfaction has dropped...
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Loyalty, Value
We are always looking for a way to switch from athenahealth's solution if possible. There are still...
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Culture, Loyalty
Some of the features in athenahealth's system do not work as promoted. athenahealth recently offered...
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Product
athenahealth's system is easy to use. However, there are always concerns that the system is not...
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Value
In our practice, it is crucial that we collect on every dollar that is owed to us because we have to...
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Product
Compared to other products, athenahealth EHR probably has the most robust data set and ease of use...
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Product
Authorization management is a challenge with any product. No one has gotten it right. athenahealth...
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Loyalty, Product
athenahealth hasn't done much with the collector part of their user interface for years, but...
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Value
In our practice, it is crucial that we collect on every dollar that is owed to us because we have to...
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Value
We don't need an IT department to run the system because the system uses a web interface. That is a...
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Relationship, Product
athenahealth has a system in place so that if we find shortcomings in the software, we can make...
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Operations
The vendor's training is excellent. They have online and in-person training. That training is...
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Relationship, Product
One issue that we have had with the product is multi-language support. athenahealth partners with...
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Relationship
The vendor's support staff members are really good. They go out of their way to help us every time...
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Culture
athenahealth told us that they were going to offer a way to interface with the system, but when I...
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Operations
athenahealth's upgrades are excellent because they are transparent. The vendor does them during off...
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Product
I would love one box where I could put a personal note to remind myself of something. Lots of other...
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Product
On the clinical side, I have no issues with the product. I have access to things outside of our...
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Loyalty, Product
There is one thing that I want. I am never going to give the overall product quality a perfect score...
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Product
The system allows me to see issues that a patient is having and respond and correct the issue....
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Operations, Product
I always struggle with the reports from athenahealth. There are so many reports, and that is great....
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Operations, Product
For onboarding, the solution is effective if we know how to make changes and updates to the system....
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Culture, Value
We purchased the basic product, and we get charged for each component piece that we add. Nothing...
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Relationship, Product
The communication between athenahealth and our IT department is less than ideal. Whenever we get an...
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Relationship
We had a recent experience with athenahealth where the vendor just wasn't doing root-cause analyses;...
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Product
I like that the solution is integrated and can deal with the complexity of healthcare insurance.
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Product
The product can’t report outcomes right now. For example, when a patient comes in wanting to get...
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Product
If we want something changed, we have to submit the change to a suggestion box, and then if other...
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Value
Portal billing is a developing requirement that we use because the payers keep dinking us year after...
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Product
The interoperability with our primary system needs help. The state health exchange needs help. We...
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Relationship, Product
athenahealth tried to adapt to win payers by changing collection policies. On the back end, they are...
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Relationship
The account managers from athenahealth keep flipping every few months. We don’t tend to have regular...
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Operations, Product
athenahealth's system is very intuitive and relatively easy to use. It has a lot of power. There are...
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Value
We certainly pay for athenaCollector, but athenahealth does a nice job of scrubbing the codes that...
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Product
athenaCommunicator is reasonable, but we still get patients all the time that get put in the wrong...
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Relationship
athenahealth has very good web support. Whenever we need anything, it is easy to get support from...
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Product
I like the athenahealth EHR. It is user friendly and helps me run my practice with the fewest number...
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Culture, Product
In athenahealth's EHR, the right hand doesn’t know what the left hand is doing. For example, when I...
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Product
With some parts of athenahealth's EHR, getting information from other locations is simple; we just...
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Culture, Value
Considering what we signed the contract for, athenahealth does not charge for every little thing....
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Operations
We don’t really hear from athenahealth about training now that the EHR is implemented. Right now,...
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Product, Value
athenahealth's EHR is one of the better evils that we have to deal with, but there are some big...
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Product
athenahealth's EHR seems to have not changed much in terms of technology. There have been some...
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Relationship
A lot of times, we can't understand athenahealth’s support team if we actually call in, and then if...
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Value
The amount of money that athenahealth takes is really hard for us because of our organization’s...
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Loyalty, Product
The clinical aspect of the product is stellar. There is no EMR on earth that is better. I have...
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Product
In the EMR itself, we can move an order just by dragging it up or down, and then the system learns....
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Relationship, Operations, Product, Value
One outcome that we have seen from using the system has been with the amount of time that it takes...
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Culture, Value
One thing that makes athenahealth stand out is their prices that incorporate necessary upgrades....
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Relationship
The vendor's support people are very available. At one point, we needed to create some reports, so...
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Relationship
My main issue with the product is the claims side. For the last while, the vendor has not followed...
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Product
We are pretty pleased with athenahealth's product. We like how user friendly it is. The product is...
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Loyalty
We are firing athenahealth from our organization, although I wish we didn't have to. They weren't...
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Product
athenahealth’s EHR is flawless, and so is the process for scheduling and setting up the patient's...
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Value
Billing, posting payments, and working denials with athenahealth is a catastrophe. athenahealth's...
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Operations
We trained ourselves on athenahealth’s system. They offer training, but it is remote training or...
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Operations
athenahealth could improve their training by providing a person that actually does the training....
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Operations, Product
The vendor has a very extensive reporting system, but it is incredibly difficult to understand how...
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Product
The system is able to do so many things that it can be complicated to use. A lot of people just use...
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Value
My main gripe is the cost. But when I compared athenahealth's system to other systems, it seemed...
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Value
The vendor doesn't charge for every little thing as much as I have heard some of their competitors...
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Operations
athenahealth has videos for the implementation of new things, and they send us lots of updates, but...
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Relationship, Relationship
We have to stop, scream, and cry to get anyone at athenahealth to solve anything for us. They claim...
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Product, Product
The product suggests orders. That looked great in the beginning, but the suggested orders are really...
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Product, Product
The way that athenahealth does their cases is very cumbersome in the sense that everything goes into...
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Product, Product
I would like the vendor to provide better reporting and scheduling upgrades for the system. Every...
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Relationship, Relationship
I have submitted more cases to the vendor in the last few months than I have in the entire rest of...
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Relationship, Relationship
The vendor only communicates with us when we log in to the system. The product has a newsfeed where...
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Product, Product, Value, Value
I would love to be able to recommend the system. It is easy to use, and users can adapt to it pretty...
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Value, Value
I wish that athenahealth would get people who knew what they were doing because athenahealth's...
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Product, Product
We are still waiting for a certain update. The vendor released the beta for that update months ago,...
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Operations, Operations
The vendor's initial and ongoing training are horrible. athenahealth did a web-based training that...
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Product, Product
I love the EHR. It is so perfect for me that I have talked several other people into switching to athenahealth....
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Operations, Operations, Product, Product
Something that has tripped people up when I have advised them to use athenahealth is that the...
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Relationship, Relationship, Operations, Operations
athenahealth does a good job holding our hand through the whole implementation process. We meet with...
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Relationship, Relationship
athenahealth has good support. The quality and effectiveness are excellent, but the time lag is...
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Product, Product
The product interfaces with our state immunization registry, and that is great. I can automatically...
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Relationship, Relationship
athenahealth is trying, but I think they have struggled after the COVID-19 pandemic. I can tell they...
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Operations, Operations, Product, Product
We can view our performance through a ton of different lenses, and if needed, the vendor will teach...
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Relationship, Relationship, Operations, Operations
athenahealth is always improving the product, and that is great. We can make suggestions, and we get...
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Product, Product
athenahealth's system is one the best products on the market. I tried a bunch of different products...
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Relationship, Relationship
We have options with support, and that is great. Depending on how urgently I need my answer, I will...
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Culture, Culture, Relationship, Relationship
athenahealth keeps promises 99% of the time, but no vendor is perfect. athenahealth was bought out...
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Operations, Operations, Product, Product
I have to rate the product's ease of use a little lower. I find the product very easy to use, but...
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Relationship, Relationship
I think my last couple of issues have been dealt with by lower-level team members who were just...
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Value, Value
athenahealth's system is worth the cost. It reduces the need to hire extra employees. And...
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Product, Product
athenahealth's product has some holes. One of the biggest ones is that they do not have a...
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Product, Product
athenahealth's system is a very beefy product, and it is very easy, accessible, and easy to...
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Value, Value
The athenahealth system is very expensive, and athenahealth charges us for every little thing.
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Loyalty, Loyalty, Value, Value
When we started with athenahealth's system, we got a phenomenal rate, and that is why we won’t move...
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Operations, Operations, Product, Product
Upgrades with athenahealth are done in the background. They happen all the time, and they seem to be...
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Product, Product, Value, Value
It is amazing how all of the functionality in the athenahealth system is handled with automation. It...
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Relationship, Relationship
athenahealth’s support quality has tanked. When we onboarded with them years ago, the support...
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Culture, Culture
athenahealth's system is not appropriate for a small facility or practice, but I would be more...
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Product, Value
athenahealth's EHR is pretty well packaged.
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Product, Value
I would tell someone looking into athenahealth's EHR that the system is very easy to use, saves a...
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Culture, Value
The product is all encompassing; we do all of our billing through it. We utilize the full standard...
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Loyalty, Product
Our patients seem to have a little difficulty sometimes toggling between members of their family...
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Operations, Product
When we first start working in athenahealth's system, it seems like a lot. By the time we get...
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Relationship, Product
athenahealth has a good community base. We are able to collaborate with other users from across the...
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Relationship
Every time I contact either a support team member or my client services manager from athenahealth, I...
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Relationship
athenahealth's system does a lot really well. We often joke that we bought the Cadillac of EHR...
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Loyalty, Product
I would like to have more compatibility with our system and other systems. I don't feel like...
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Loyalty
I think we will be just as happy with athenahealth in the future. We get to peer into things coming...
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Product
We love that the product is web based. When we were using a different EHR, we couldn’t log in from...
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Relationship
The solution is pretty user friendly. When I am having trouble, it is easy to get help. If I can't...
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Product
The format is relatively easy to use and learn. The layout is intuitive.
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Operations
athenahealth could make it mandatory for people to go through a quick training session before...
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Culture, Product
One thing I don't like about the product is that we will get messages that tell us that athenahealth...
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Product, Value
One thing I do really like about athenahealth is their telehealth system. We can just send a link to...
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Operations
Another kind of office might have a different experience with the product, but even the training...
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Loyalty, Product
I hate the athenahealth EHR. Every provider in our office hates the product, and we would all prefer...
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Product
The vendor’s upgrades are not as easily seen as they were with our previous vendor. I don't know...
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Operations
Our implementation process was a horrible nightmare. We did all the training videos, which were...
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Culture, Relationship
Overall, my experience with athenahealth has been very good. With any solution, there are things...
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Operations
athenahealth provides a lot of information for training. The learning portal changes frequently, and...
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Culture, Loyalty
We have employees who have used other platforms, and several have commented that athenahealth's...
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Loyalty
There are options for clinical things to integrate with athenahealth's system. We don't have much...
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Relationship
We have been using athenahealth's system for a long time. Initially, the vendor's support was better...
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Product
We are happy that athenahealth continues to add features. In the last rollout, athenahealth had a...
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Relationship
The customer success manager we work with is very valuable, so the person that manages my day-to-day...
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Loyalty, Product
I would like to see a continued refinement of the product, and that is what has been on the road map...
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Product
The integration across athenahealth’s products is particularly helpful for us. athenahealth's...
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Relationship
athenahealth is frequently proactive. I have recurring meetings with my customer service manager in...
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Product
The end-user ease of use with the product is pretty good considering most other products in a...
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Loyalty, Operations, Product
athenahealth provides all the tools that a practice needs to work more efficiently. The tools the...
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Relationship
I have an amazing CSM from athenahealth. The CSM is a very high-level person who is assigned to each...
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Relationship
athenahealth ramped up really quickly and got a telehealth module up and running and integrated into...
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Operations
When we signed on to athenahealth, there was a whole implementation team, and everything went really...
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Product, Value
The system is excellent. We are very happy with it. Overall, there is incredible efficiency in every...
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Operations
athenahealth’s training is excellent. However, we have to be motivated and do our own due diligence....
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Product, Value
athenahealth has been very slow in terms of integration. When we first signed on, one qualification...
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Product
We can get information from Carequality, but it is not very user friendly. For example, in...
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Value
I recommend athenahealth's system because I don't feel like there is a comparable product for...
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Product
One issue with the product is that we need to track our quality data for different insurance...
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Relationship, Product
The system was supposed to be for small practices, but athenahealth geared their software toward...
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Relationship
We are getting all our needs met with athenahealth. The vendor is always providing new technology...
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Operations
Our initial integration was good, and the vendor was very up front during that. athenahealth has...
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Relationship, Product
athenahealth’s support is excellent, and the system encompasses everything we need. Everything is in...
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Loyalty, Relationship
I signed up with athenahealth and was with them for a period of time, but their service and...
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Product
The EMR is a dismal disappointment and failure overall. It is busted. The platform has all kinds of...
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Product
The platform is pretty good. It is a data hog. We spend a lot of time entering data, and that is a...
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Product
athenahealth promised that artificial intelligence would make things seamless and that everything...
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Relationship, Product
athenahealth seems more interested in having their yearly convention. The vendor ought to...
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Operations
The initial training we received from athenahealth was really good. They were very responsive in the...
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Loyalty, Product
I hear a lot of complaints about integration, but we are working around all that. We have things...
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Relationship, Product
There are certain things that I would like to fix within athenahealth's system. I wonder whether...
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Product
We run into multiple issues with the system’s practice management function. I don’t know how much of...
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Product
On the clinical side, the athenahealth system's chronic care management documentation and workflow...
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Loyalty, Product
We have outstanding issues with the system that have been ongoing for several years. If the vendor...
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Culture, Product, Value
There are issues, but for the most part, athenahealth's system works as advertised. I like that the...
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Relationship
athenahealth has things like timelines of when they are supposed to be working claims, and I am...
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Relationship, Operations
It seems like the majority of athenahealth’s customer service staff is significantly undertrained....
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Product
athena has done so much for us. Since the last upgrade, we can customize a referral to a patient's...
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Relationship, Operations
athenahealth is very responsive to questions and resolving issues. I am satisfied with them. They...
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Loyalty
We love athenahealth’s EHR, but we hate the billing portion of the system. We are trying to bring...
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Operations
The initial training was great because athenahealth was on-site. The training is not as good when we...
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Relationship, Product
The athenahealth solution is not a bad product because it is very user friendly, but dealing with...
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Relationship
I would tell a peer that athenahealth's PM is a good product but to make sure that they have staff...
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Relationship
athenahealth never keeps their promises. We have been on athenahealth's system for a long time, and...
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Relationship, Product
The problem I have with athenahealth’s upgrades is that we don’t get everything. We have to...
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Relationship
I don’t have a CSM from athenahealth. I have nobody to talk to; I am on my own. Nobody responds to...
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Product
The whole EHR is fantastic. It is quick and easy to learn. The EHR is very streamlined, very...
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Value
The product is straightforward, but for the quality, we are overcharged. There is a flat rate,...
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Product
The notes that the physicians write are from a template and read very choppy. We don’t get a good...
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Relationship
I think athenahealth is like many other companies, ours included, that are suffering from staffing...
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Product
I like the functionality on the practice management side. That is strong. The EMR side is not as...
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Relationship
I constantly find unknown issues or known issues. I have a lot of cases and issues that have been...
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Product, Value
The product is user friendly. It is constantly growing and forever changing with the times to keep...
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Loyalty
We selected athenahealth's EHR because of the user-friendly aspects of the program. My business...
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Product
We can make templates in athenahealth's EHR. For instance, when I am making a diagnosis and sending...
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Relationship
athenahealth stays up with the times and our needs. They listen when we put in our suggestions and...
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Relationship, Product
athenahealth's product used to be great, but now it is failing. The error rate is high in the...
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Culture, Value
The charges from athenahealth are straightforward. The program is expensive but straightforward. The...
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Operations
There have not been a lot of recent upgrades that have been meaningful. The initial training was...
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Operations
We went to athenahealth's product, and so far, the product has been a real positive. When we first...
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Product
athenahealth is pretty good at supporting our integration goals. One of the system's strengths is...
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Operations, Product
The ease of use for end users has never been good. athenahealth's system has always been a little...
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Relationship
The software only goes so far, especially on the billing side. The vendor has a team of offshore...
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Relationship
The vendor does not help us fully resolve problems. That used to be athena’s strength. They had a...
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Product
athena makes astonishing errors. The system turns on, but the people behind it are not doing their...
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Relationship, Value
The vendor does not keep all their promises any longer. If I had to do things over again, I would...
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Product, Value
One thing I like about athenahealth's product is the ability to create templates, order sets, and...
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Loyalty, Product
My biggest relief with athenahealth's system is that I haven't come across any technical glitches....
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Loyalty, Relationship, Product
For a provider to be able to take their phone and look up a patient, get some details, or...
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Product
For the most part, the upgrades with athenahealth are good. But every so often, there is an update...
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Relationship
We would like athenahealth to get back to us more quickly. Sometimes when we have an urgent issue,...
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Relationship
The vendor’s service team is available when there is an issue. They put a message board up, and we...
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Product
athenahealth's system is an easy-to-use, all-in-one system. I am happy with the product, and having...
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Product
There are several minor technical things that athenahealth's system doesn't have. If I am going to a...
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Product
It is difficult to find things that come across from an outside source in the task bucket in...
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Relationship
athenahealth’s web support is excellent. If we put in tickets, things get resolved in a timely manner....
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Product
When we want to look at a patient in the EHR we have to go into two places. One is the schedule, and...
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Operations, Product
This EHR is hard to learn. When we train people, it takes them a long time to get up to speed....
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Relationship, Operations
I am waiting for athenahealth to get back to me to help me with some things. There are certain...
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Loyalty
There are so many other EMRs on the market, so there will always be something better. However,...
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Product
With the athenahealth platform, we are highly satisfied with the EHR side but highly dissatisfied...
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Relationship
athenahealth is pretty good about fixing things and making sure that things are where they should be...
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Operations
athenahealth has a lot of upgrades, but I feel like the documentation on the upgrades is confusing....
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Relationship, Operations
I wish the documentation for athenahealth were better quality. If I am trying to figure out how to...
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Product
The problem we have with the athenahealth solution is that it gets a lot of junk data from other...
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Product
It would be nice if patients could go on the patient portal and print their forms ahead of time and...
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Relationship, Value
We are getting our money's worth from the product, and when things come up, we can trust that the...
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Loyalty
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