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
The product is all encompassing; we do all of our billing through it. We utilize the full standard...
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Functionality and Upgrades
Our patients seem to have a little difficulty sometimes toggling between members of their family...
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Other Observations & Comments
When we first start working in athenahealth's system, it seems like a lot. By the time we get...
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Service and Support
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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Functionality and Upgrades
athenahealth's system does a lot really well. We often joke that we bought the Cadillac of EHR...
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Interfacing and Integration
I would like to have more compatibility with our system and other systems. I don't feel like...
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Future Outlook
I think we will be just as happy with athenahealth in the future. We get to peer into things coming...
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Technology
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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Service and Support
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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Functionality and Upgrades
The format is relatively easy to use and learn. The layout is intuitive.
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Relationship
We are big advocates of athena. If I had my choice, I would rather use athena's software than...
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Functionality and Upgrades
The product’s biggest strength is its ease of use. It is also easy to train our staff to use it. I...
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Interfacing and Integration
I find the link between athenaCollector and the EHR to be very good in case we need to do a medical...
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Implementation and Training
athena makes it so easy when someone is hired in our practice because we can train them easily. We...
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Other Observations & Comments
athenahealth could make it mandatory for people to go through a quick training session before...
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Functionality and Upgrades
One thing I don't like about the product is that we will get messages that tell us that athenahealth...
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Technology
One thing I do really like about athenahealth is their telehealth system. We can just send a link to...
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Technology
Another kind of office might have a different experience with the product, but even the training...
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Functionality and Upgrades
I hate the athenahealth EHR. Every provider in our office hates the product, and we would all prefer...
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Functionality and Upgrades
The vendor’s upgrades are not as easily seen as they were with our previous vendor. I don't know...
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Implementation and Training
Our implementation process was a horrible nightmare. We did all the training videos, which were...
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Functionality and Upgrades
Overall, my experience with athenahealth has been very good. With any solution, there are things...
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Implementation and Training
athenahealth provides a lot of information for training. The learning portal changes frequently, and...
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Functionality and Upgrades
We have employees who have used other platforms, and several have commented that athenahealth's...
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Interfacing and Integration
There are options for clinical things to integrate with athenahealth's system. We don't have much...
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Service and Support
We have been using athenahealth's system for a long time. Initially, the vendor's support was better...
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Functionality and Upgrades
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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Other Observations & Comments
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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Interfacing and Integration
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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Functionality and Upgrades
The end-user ease of use with the product is pretty good considering most other products in a...
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Lessons Learned
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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Service and Support
athenahealth ramped up really quickly and got a telehealth module up and running and integrated into...
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Implementation and Training
When we signed on to athenahealth, there was a whole implementation team, and everything went really...
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Functionality and Upgrades
The system is excellent. We are very happy with it. Overall, there is incredible efficiency in every...
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Implementation and Training
athenahealth’s training is excellent. However, we have to be motivated and do our own due diligence....
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Other Observations & Comments
athenahealth has been very slow in terms of integration. When we first signed on, one qualification...
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Interfacing and Integration
We can get information from Carequality, but it is not very user friendly. For example, in...
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Functionality and Upgrades
I recommend athenahealth's system because I don't feel like there is a comparable product for...
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Functionality and Upgrades
One issue with the product is that we need to track our quality data for different insurance...
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Other Observations & Comments
athenahealth follows up on the claims they say they will, and there is a very high yield rate, but...
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Functionality and Upgrades
The system was supposed to be for small practices, but athenahealth geared their software toward...
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Functionality and Upgrades
We are getting all our needs met with athenahealth. The vendor is always providing new technology...
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Implementation and Training
Our initial integration was good, and the vendor was very up front during that. athenahealth has...
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Functionality and Upgrades
athenahealth’s support is excellent, and the system encompasses everything we need. Everything is in...
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Lessons Learned
I signed up with athenahealth and was with them for a period of time, but their service and...
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Functionality and Upgrades
The EMR is a dismal disappointment and failure overall. It is busted. The platform has all kinds of...
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Functionality and Upgrades
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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Functionality and Upgrades
athenahealth promised that artificial intelligence would make things seamless and that everything...
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Functionality and Upgrades
athenahealth seems more interested in having their yearly convention. The vendor ought to...
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Relationship
Getting athenahealth to do anything can sometimes be like pulling teeth.
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Implementation and Training
The initial training we received from athenahealth was really good. They were very responsive in the...
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Other Observations & Comments
I hear a lot of complaints about integration, but we are working around all that. We have things...
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Functionality and Upgrades
There are certain things that I would like to fix within athenahealth's system. I wonder whether...
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Functionality and Upgrades
We run into multiple issues with the system’s practice management function. I don’t know how much of...
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Functionality and Upgrades
On the clinical side, the athenahealth system's chronic care management documentation and workflow...
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Lessons Learned
We have outstanding issues with the system that have been ongoing for several years. If the vendor...
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Functionality and Upgrades
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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Service and Support
It seems like the majority of athenahealth’s customer service staff is significantly undertrained....
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Functionality and Upgrades
athena has done so much for us. Since the last upgrade, we can customize a referral to a patient's...
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Service and Support
athenahealth is very responsive to questions and resolving issues. I am satisfied with them. They...
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Functionality and Upgrades
We love athenahealth’s EHR, but we hate the billing portion of the system. We are trying to bring...
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Implementation and Training
The initial training was great because athenahealth was on-site. The training is not as good when we...
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Service and Support
The athenahealth solution is not a bad product because it is very user friendly, but dealing with...
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Lessons Learned
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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Functionality and Upgrades
The problem I have with athenahealth’s upgrades is that we don’t get everything. We have to...
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Service and Support
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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Functionality and Upgrades
The whole EHR is fantastic. It is quick and easy to learn. The EHR is very streamlined, very...
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Functionality and Upgrades
The notes that the physicians write are from a template and read very choppy. We don’t get a good...
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Service and Support
I think athenahealth is like many other companies, ours included, that are suffering from staffing...
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Functionality and Upgrades
I like the functionality on the practice management side. That is strong. The EMR side is not as...
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Service and Support
I constantly find unknown issues or known issues. I have a lot of cases and issues that have been...
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Functionality and Upgrades
The product is user friendly. It is constantly growing and forever changing with the times to keep...
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Win/Loss - Why they were selected (by current clients)
We selected athenahealth's EHR because of the user-friendly aspects of the program. My business...
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Functionality and Upgrades
We can make templates in athenahealth's EHR. For instance, when I am making a diagnosis and sending...
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Technology
One negative thing about athena's product is the billing portion. We have a third-party biller, and...
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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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Interfacing and Integration
Interoperability means so many things, whether it means interoperability with lab systems, EHRs, or...
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Functionality and Upgrades
I don't have to think about using athenahealth's system. That is a good thing. The system works the...
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Other Observations & Comments
The second web version of the product is still not good enough, but those of us who want the third...
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Relationship
If athenahealth notices a glitch, they will communicate with us. For example, if there is a glitch...
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Lessons Learned
Most EHRs are focused on capturing revenue, not on making things better for doctors or patients. No...
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Functionality and Upgrades
athenahealth's product used to be great, but now it is failing. The error rate is high in the...
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Other Observations & Comments
The charges from athenahealth are straightforward. The program is expensive but straightforward. The...
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Service and Support
There have not been a lot of recent upgrades that have been meaningful. The initial training was...
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Other Observations & Comments
We went to athenahealth's product, and so far, the product has been a real positive. When we first...
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Interfacing and Integration
athenahealth is pretty good at supporting our integration goals. One of the system's strengths is...
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Functionality and Upgrades
The ease of use for end users has never been good. athenahealth's system has always been a little...
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Service and Support
The software only goes so far, especially on the billing side. The vendor has a team of offshore...
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Service and Support
The vendor does not help us fully resolve problems. That used to be athena’s strength. They had a...
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Functionality and Upgrades
athena makes astonishing errors. The system turns on, but the people behind it are not doing their...
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Lessons Learned
The vendor does not keep all their promises any longer. If I had to do things over again, I would...
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Functionality and Upgrades
One thing I like about athenahealth's product is the ability to create templates, order sets, and...
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Technology
My biggest relief with athenahealth's system is that I haven't come across any technical glitches....
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Functionality and Upgrades
For a provider to be able to take their phone and look up a patient, get some details, or...
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Functionality and Upgrades
For the most part, the upgrades with athenahealth are good. But every so often, there is an update...
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Service and Support
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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Functionality and Upgrades
athenahealth's system is an easy-to-use, all-in-one system. I am happy with the product, and having...
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Functionality and Upgrades
There are several minor technical things that athenahealth's system doesn't have. If I am going to a...
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Interfacing and Integration
It is difficult to find things that come across from an outside source in the task bucket in...
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Service and Support
athenahealth’s web support is excellent. If we put in tickets, things get resolved in a timely manner....
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Other Observations & Comments
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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Functionality and Upgrades
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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Service and Support
I am waiting for athenahealth to get back to me to help me with some things. There are certain...
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Future Outlook
There are so many other EMRs on the market, so there will always be something better. However,...
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Other Observations & Comments
With the athenahealth platform, we are highly satisfied with the EHR side but highly dissatisfied...
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Service and Support
athenahealth is pretty good about fixing things and making sure that things are where they should be...
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Implementation and Training
athenahealth has a lot of upgrades, but I feel like the documentation on the upgrades is confusing....
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Other Observations & Comments
I wish the documentation for athenahealth were better quality. If I am trying to figure out how to...
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Interfacing and Integration
The problem we have with the athenahealth solution is that it gets a lot of junk data from other...
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Functionality and Upgrades
It would be nice if patients could go on the patient portal and print their forms ahead of time and...
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Lessons Learned
I would tell a colleague that the product is very contemporary. It is cloud based and uses...
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Future Outlook
Right now, I am satisfied with the product. If I had been asked a couple of months ago, my...
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Relationship
We are getting our money's worth from the product, and when things come up, we can trust that the...
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Future Outlook
I believe that, in a year, we will be just as happy with athenahealth. We get to peer into things...
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Service and Support
athenahealth's solution has only gone down a few times, but the vendor has been very quick to put...
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Other Observations & Comments
athenahealth is planning on becoming a publicly traded company again, and I am nervous about what...
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Functionality and Upgrades
The product is very good. Anything I cannot fight with and don't notice is good. All I do is turn...
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Service and Support
The scheduling functionality in athenahealth's system is nowhere near as robust as our previous...
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Functionality and Upgrades
Our clinicians do not like any EMR, so they are unhappy. They would rather sit with their patients...
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Other Observations & Comments
athenahealth keeps their promises but not in a way that is very reassuring. We often have to go...
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Other Observations & Comments
I have used the product for a couple of years, and it is pretty easy to use now. When I first...
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Functionality and Upgrades
The structure of the charts in athena's system is weak, and our clinicians aren't happy. We do not...
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Other Observations & Comments
athenahealth's system might be part of our long-term plans if there is no better option, but we are...
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Service and Support
We have to log tickets, and the vendor may or may not get back to us. What we find best is to log a...
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Other Observations & Comments
Our first customer success manager from athenahealth was not very effective at all, so we had to get...
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Service and Support
When I have had problems, I have called athenahealth, and they have had somebody help me....
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Implementation and Training
I don't think athenahealth is good at training. They just have some online things.
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Functionality and Upgrades
It would be nice if I could send notes to people that aren’t in athenahealth’s product. The...
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Service and Support
Every time I have contact with either a support team member or my client services manager at...
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Service and Support
The product’s telehealth module doesn't always work, and I have had numerous referrals to the...
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Other Observations & Comments
The customer success center (CSC) is very professional. The team members in the CSC are very goal...
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Implementation and Training
The vendor’s training was extremely intense. I have used a number of EMR vendors, and out of all...
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Relationship
The vendor is open about their road map. I recently attended a function where the vendor had a...
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Service and Support
athenahealth gives a lot of choices about how to reach out for support. We can call, open a case, or...
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Other Observations & Comments
The vendor’s services are proactive with regard to their personal growth. They introduce new...
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Relationship
I have talked with several of athenahealth’s top executives, and we have been able to work well...
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Other Observations & Comments
We didn’t want to make the switch to athenahealth's product. Some of our managers are scaling back,...
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Implementation and Training
Our implementation with athenahealth was less than smooth. Things were choppy on the EMR side in...
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Functionality and Upgrades
The reporting in the product is cumbersome to generate. There are two different ways to generate...
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Relationship
athenahealth is responsive. They know that they have a lot of internal coordination problems, they...
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Other Observations & Comments
The product has integration with a number of other services and vendors' products. athenahealth's...
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Win/Loss - Why they were selected (by current clients)
I looked at several vendors when we were considering a new EHR, and athenahealth's solution had the...
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Functionality and Upgrades
On the provider side of things, the system is a bit cumbersome, but every system for providers is...
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Other Observations & Comments
With every EMR, there is initially a lot of work to get the chart the way we want it. Our doctors...
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Functionality and Upgrades
I like that the system is easy to use. Everything is in the system, so it is easy to manage, look...
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Service and Support
It is hard to get ahold of someone who will help get things solved every single time we call to have...
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Functionality and Upgrades
Every EMR has something that people don't like about it, but athenahealth's EMR works pretty well...
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Interfacing and Integration
The struggle that we have with the system is that we have other third-party partners, and it would...
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Functionality and Upgrades
One thing about the system that I don't love is the new beta function that it has for scheduling....
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Relationship
The vendor keeps their promises, but it takes a long time for them to make those promises happen....
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Relationship
athenahealth keeps promises to the best of their ability. There are always some glitches and things,...
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Functionality and Upgrades
I have worked with another EHR, and athenahealth's EHR has a lot less clicking. We are able to...
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Functionality and Upgrades
I would like for the system to have easier access to outside medical records. We have an issue with...
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Implementation and Training
The implementation of athenaClinicals was well thought out and well orchestrated.
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Implementation and Training
athenahealth’s training is good. There is always room for improvement, but it was really good.
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Implementation and Training
athena seems to be on top of integration. That doesn’t mean that integrations always go well, but it...
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Service and Support
There are a few items that the vendor just can't seem to really fix. We have also been really...
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Other Observations & Comments
We have actually been pretty happy with the updates that athenahealth has made. The vendor is...
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Functionality and Upgrades
One issue we see with the EHR is that when we are generating patient cases, we have to copy the case...
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Functionality and Upgrades
The reminder calls within the EHR drop off sometimes, and there is no way that we can really control...
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Relationship
We had a representative who was really good, and when they transitioned away, we got someone else,...
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Other Observations & Comments
We are having some claims processing difficulties, but otherwise, the EHR and PM systems have been...
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Service and Support
athenahealth's system is pretty easy to use and learn. Being able to reach out to the support people...
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Interfacing and Integration
Out of all the EHR systems we have utilized, athenahealth's system has been the best, hands down,...
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Functionality and Upgrades
The main thing athenahealth needs to do to improve is to roll out new updates, specifically when it...
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Implementation and Training
We did not have training at our facility at the beginning with athenahealth. They had a good video...
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Implementation and Training
We implemented a new program with athenahealth, and that was great.
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Service and Support
athenahealth’s support people are very good and very helpful. If they do not have the answer, they...
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Relationship
There have been a lot of changes in management from athenahealth. We are happy that the changes...
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Relationship
athenahealth didn't really promise me anything. I can't think of anything that the vendor told me...
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Relationship
I think the person at athenahealth who was in charge of our account is no longer with the company,...
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Functionality and Upgrades
athenahealth's system has a nice flow from the check-in piece to the clinical piece to the check-out...
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Service and Support
The biggest issue we are having with athenahealth is the support. Before, the vendor had a much...
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Implementation and Training
In the beginning, athenahealth’s training was great, but there is really no ongoing training. They...
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Functionality and Upgrades
I don’t think athenahealth delivers anything new per se, but they do upgrades. However, there are...
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Functionality and Upgrades
With the product, it is easy to see all our doctors’ schedules for a particular day. The system is...
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Service and Support
athenahealth has done what I expected them to do. They gave us a little more personal support at the...
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Interfacing and Integration
athenahealth’s implementation services are pretty good but not the best. The initial training could...
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Functionality and Upgrades
It would save a lot of time if I could scan patient data into the EHR rather than having to type it...
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Functionality and Upgrades
athenahealth is coming up with new technology as fast they can. They are keeping up, and they have...
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Functionality and Upgrades
athenalhealth's EHR is a more logical system for medical record keeping than any other EHR I have...
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Functionality and Upgrades
athenahealth's system doesn’t always attribute the payments that we collect in the office for a...
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Technology
The reliability of the system is pretty good. It doesn’t crash very often, if ever. There are no...
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Other Observations & Comments
We don’t receive training from athenahealth at this point, but the upgrades don’t really require...
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Relationship
We keep reporting certain issues to athenahealth, and they never get fixed. Recently, some reminder...
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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
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
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
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
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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