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athenahealth EHR/PM - Small Practices Comments
Subject Expert
Commentary Summary
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User Commentary
Manager
Service and Support
athena’s customer service has started to lack again. I can never get an answer when I call. The...
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Manager
Functionality and Upgrades
athena has their billing and clinical sides together, and that is huge. The system is easy to...
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Manager
Functionality and Upgrades
athena has been fine at supporting us during the COVID-19 crisis. We haven’t really needed our EMR...
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Manager
Implementation and Training
athena could have more communication about training and updates of training. athena has changed a...
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Manager
Functionality and Upgrades
I like the ease of use of the system. If the doctors don’t complain all the time, I am really happy....
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Manager
Functionality and Upgrades
We have some reporting issues and different things like that. It would help us out if those were improved....
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Manager
ROI / Cost (care and feeding)
athena has opened up their market so much that we get a lot of vendor calls and integration. We...
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Manager
Technology
I would definitely buy the system again. athena is great, and they offer a lot of different options...
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Manager
Service and Support
Sometimes it is hard to get a response from the support people. Most of the time, we have to make an...
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Manager
Relationship
Proactiveness from athena is good, especially now with the pandemic. They have really been on top of...
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Manager
Functionality and Upgrades
There are so many different ways to do things in the system, so it is hard to get a basic...
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Manager
Relationship
There are always some things that aren’t 100%. Our account manager could be better.
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Manager
Implementation and Training
athena doesn’t offer any training that I know of. I like self-learning, so I have taught myself a...
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Manager
Sales and Contracting
athena is making constant updates. It just doesn’t seem like the billing part ever gets touched or...
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Manager
Functionality and Upgrades
The solution is a good EHR. It does a lot. I am still learning things after several years of using...
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Manager
Sales and Contracting
athena is a little tough in terms of contracting. They have charges, though not with every little...
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Manager
Functionality and Upgrades
We can see a lot of patients, and we are experts now because of the system. athena just does beta...
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CIO
Functionality and Upgrades
My IT team does not like the password management with athena’s system. It is so granular. We get...
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CIO
Other Observations & Comments
If I were responsible for just a single clinic, I would buy the system again. If I were responsible...
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Director
Other Observations & Comments
The system isn't part of our long-term plans. Our organization didn't have a long-term plan; they...
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Director
Functionality and Upgrades
We have had to put in a lot of work to make the system work. There is an inherent cost in that work...
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Director
Service and Support
One of my biggest issues is that when we have a problem and call somebody about it, we will be told...
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Director
Sales and Contracting
The ease of use isn't terrible; the system just doesn't function in the way that athenahealth said...
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Director
Functionality and Upgrades
athenahealth was doing pretty well before COVID-19 about listening to their accounts and partners to...
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Director
Relationship
I would like athenahealth to be held accountable. I would tell others to stay on top of the vendor...
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Manager
ROI / Cost (care and feeding)
athena offers things that we would like to use in our clinic. It seems like those things would be...
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Manager
Functionality and Upgrades
Everything that we are able to get in regard to the patients and pulling in their prescriptions or...
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Manager
Other Observations & Comments
athena needs to look at what practices need in advance and figure out how they can get it without...
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Manager
Functionality and Upgrades
The system has so many repeated buttons that aren’t necessary. That is the part that makes the...
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Manager
Service and Support
When we log in, the first page shows all kinds of updates, articles, podcasts, and other great...
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Manager
Functionality and Upgrades
The solution is pretty user friendly; things are pretty self-explanatory. We don’t need a lot of...
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Manager
Sales and Contracting
In some areas, athena's solution is slightly better than a different PM solution we have, but in...
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Manager
Implementation and Training
athena's training was inadequate. People were being told different things, and we got one day of...
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Manager
Functionality and Upgrades
athena’s product was not as well thought out as it should have been. The biggest problem with...
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Manager
Functionality and Upgrades
There are parts of athena's solution that I prefer over other vendors' solutions, like the real-time...
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CEO/President
Interfacing and Integration
I would like athenahealth to focus more on the tech side of things, specifically interoperability. I...
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CEO/President
Functionality and Upgrades
athenahealth has been very supportive throughout the COVID-19 crisis. They actually built templates...
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CEO/President
Implementation and Training
The system is very easy to use. At any given time, if staff members want to learn more about...
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CEO/President
Other Observations & Comments
athenahealth has a forum where all of their customers can put in ideas; the ideas can be simple....
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Director
Functionality and Upgrades
I do not have any concerns about athena at all. From the get-go, they have been supportive, and...
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Director
Implementation and Training
The data conversion from our outside program to athena's system was problematic and not easy, and we...
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Director
Service and Support
Through the COVID-19 crisis, I would have liked athena to be a little bit quicker to support the...
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CEO/President
Functionality and Upgrades
I went from paper to athena’s system. When we decided to get into the EHR business, we were already...
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CEO/President
Functionality and Upgrades
The nice thing about the system is that it is truly a cloud-based platform. So athena can make...
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CEO/President
Functionality and Upgrades
The solution has been part of my plans. And however long I have left to practice, the system will...
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CEO/President
Relationship
athena has a very nice model because they want to see me do well. And the better I do, the better...
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CEO/President
Interfacing and Integration
It would be wonderful if we could get other vendors to open up and allow athena’s system to talk to...
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CEO/President
Service and Support
athena has gone through some transition and has grown quite quickly. The support has suffered just a...
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CEO/President
Relationship
athena is very innovative. They listen to their clients. They are very on top of everything. When we...
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CEO/President
Functionality and Upgrades
athena’s reportability is second to none. If we can think of a report, we can do it. That has always...
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CEO/President
Functionality and Upgrades
The PM side is a huge strong point for athena. We knew we were always getting cheated by the...
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CEO/President
Functionality and Upgrades
We already have order sets for coronavirus that athena has added. They usually do a good job...
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CEO/President
Relationship
Most customers like the system. There is not a big turnover rate. Not a lot of people are leaving....
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Analyst/Coordinator
Other Observations & Comments
We haven't heard anything from our normal contact at athena about COVID-19, and that is unusual...
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Analyst/Coordinator
Functionality and Upgrades
We have been using the athena product for our specialty. The solution is great. Our end users love...
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Analyst/Coordinator
ROI / Cost (care and feeding)
athena does a really good job of not nickel-and-diming us. The cost has been pretty straightforward....
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Director
Functionality and Upgrades
Our end users find the system very easy to use. Depending on the end user, each end user is going to...
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Manager
ROI / Cost (care and feeding)
Everything was separate in our previous vendor’s system. If we wanted a patient portal, analytics,...
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Manager
Functionality and Upgrades
Some users might have a hard time using the system. I work well with computers, so athena’s system...
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Manager
ROI / Cost (care and feeding)
We pay a lot for athena’s service, but that is because we pay a percentage of the money we make....
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Manager
Relationship
athena has created connection groups. athena created a group for our specialty that includes...
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CEO/President
Functionality and Upgrades
The tangible outcomes that we were hoping for were based on the EMR and the work on our collections....
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CEO/President
ROI / Cost (care and feeding)
athena’s fee structure is simple; they charge based on collections. They charge exactly what we...
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CEO/President
Functionality and Upgrades
As far as integration goes, the product is working for us, and it works with the other things we do....
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CEO/President
Service and Support
athena’s support is easy to get ahold of, but I don’t know that the support people always resolve...
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CEO/President
Relationship
Executive involvement is nonexistent. Most of the involvement we got before the implementation was...
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CEO/President
ROI / Cost (care and feeding)
We despised our old EMR with a passion. The vendor was incredibly difficult to deal with and very...
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CEO/President
Sales and Contracting
athena oversells what the system can do. We were oversold on what athena could do versus what our...
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CEO/President
Implementation and Training
There was a general lack of communication, scheduling, and training during the implementation. The...
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Physician
Functionality and Upgrades
The product is pretty easy to use. We don’t really use new technology. The vendor has all sorts of...
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Physician
Relationship
The vendor’s service is proactive; they are great with that. The vendor really anticipates all kinds...
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Physician
Functionality and Upgrades
On an everyday basis, the vendor helps us with all the clinical things that we do. Our revenue has...
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Physician
ROI / Cost (care and feeding)
The up-front price is very low for us. It is just the ongoing percentage of revenue that we spend....
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Physician
Functionality and Upgrades
I would be very likely to recommend the product to others. It is really good. There is nothing...
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Physician
Service and Support
athena’s support is okay. athena is really helpful with certain things. If we have simple questions,...
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Physician
ROI / Cost (care and feeding)
It is hard to say whether we receive our money’s worth. We pay a huge amount of money for the...
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Physician
Future Outlook
The product is part of our long-term plans. We have been on it for many years, so we are sticking...
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Physician
ROI / Cost (care and feeding)
We are not nickel-and-dimed, rather the opposite. The vendor charges us a percentage fee for our...
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Physician
Functionality and Upgrades
Upgrades from the vendor don’t happen very often, and they are usually really minor. There is not...
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Physician
Implementation and Training
The vendor’s training is not on a schedule. We ask for help, and we ask questions when we need to,...
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Physician
Interfacing and Integration
The system integrates with the things that we want it to. It integrates with the medicine databases,...
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Physician
Functionality and Upgrades
The services allotted for smaller specialties are all based on the vendor's number of users. So the...
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Physician
Service and Support
I have been with athena for several years, and I have been really happy with them and with how they...
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Physician
Functionality and Upgrades
My experience with athena has been positive overall.
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Physician
Implementation and Training
My complaint during the implementation was the lackadaisical approach to the timing. We signed the...
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Physician
Sales and Contracting
athena had a so-called promotion in which they offered a couple of months free, but those two months...
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