athenahealth EHR/PM - Small Practices
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Subject Expert
Aaron Gleave
Research Director
Commentary Summary
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User Commentary
We have seen many issues with posting our payments in athenahealth's EHR system. There is a third...
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Our clinicians love the product. The product works fairly well, and all of our issues have been on...
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We recently got a new representative who we have met with, and since we have been on board with...
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We went with athenahealth in the first place mainly because we were sold on the promise of always...
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The vendor has struggled with employees as the vendor has changed hands. Before Jonathan Bush got...
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I like that the software has a rules engine that scrubs the claim at the front end. The system has...
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Billing follow-up is a unique, very niche skill, and I don't think athenahealth is all bad by any...
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Overall, athenahealth's system performs very well. I would definitely let a peer know that...
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There are often a lot of steps involved in every task. Simplifying the processes would make things...
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athenahealth has been great. We have an account manager, and we can open tickets for simple issues....
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The case system is not as great as our direct representative. Oftentimes, we find that athenahealth...
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We have definitely gotten our money's worth with the product. We are an unusual practice, and...
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The solution is very good. It is 10 times better than our previous EMR. I have worked with a couple...
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When we implemented the solution, it wasn't feasible for us to have someone come in and train us....
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The solution's claims process saves us a lot more time than our previous solution's process did. We...
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Our training costs were unexpected. The vendor told us in the beginning how much their training...
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There are some glitches on the solution's billing side because athenahealth uses automation for some...
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The solution's claims side is getting to where it needs to be, but sometimes it still takes a lot of...
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athenahealth has been wonderful. All we have to do is have a chat with them, and they will take care...
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Now that I am familiar with the system, it is easy, but when I first started, it was a little...
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I avoid calling the vendor executives. I don't know whether the vendor's support has a lot of new...
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The vendor keeps all promises. We have a regular call with a vendor representative, and if there are...
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We have an online website where patients can schedule an appointment. The appointment requests will...
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We like that the system is web based. That means that we can access it from anywhere. The solution...
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athenahealth EHR/PM is very interoperable when it comes to other systems. It interfaces with all of...
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The vendor could improve the user friendliness of their report builder. For example, there are some...
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The billing and scheduling in athena's system are great. We have the tools we need for sending...
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The one issue I have with athena is that they recently made a change and added a field to the system...
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If a practice wants to keep everything in-house, then athena's system is not the way to go because...
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There is not a lot of ongoing training from athena. The education is there, but we have to go find...
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We can easily teach people how to use the system effectively and navigate through it. It is easy to...
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athena takes a percentage off the top of everything collected, so there are no extra fees, but we...
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There were things that athena could have been better prepared for during our implementation. We...
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We are a lot happier with athena's product than we were with our previous product as far as...
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I would purchase this system again if the decision were up to me. The product is excellent. The...
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Getting quick answers and responses from our athena contact is sometimes challenging. At times, we...
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The system is doing pretty much everything we need. The prescription module is really excellent, and...
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The vendor is very accessible for training. We can’t just sit down and use the system; we definitely...
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The vendor has been excellent at everything. The vendor's support teams are there for us if we need...
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The clinical piece of the system is great. But the billing side is where the product falls short....
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athena really hasn't nickel-and-dimed us, but I would ask them to reevaluate their percentage of...
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athenahealth is pretty good about getting information out to us about what is coming. In terms of...
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I would like to see more interoperability from athenahealth overall. They aren't really connected...
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The vendor needs to give customers more choices in terms of training time frames. Everybody learns...
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athenahealth expected us to have in-house IT, and we are a small group, so we don’t have that. The...
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athena doesn't really train us on new functionalities or upgrades.
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We haven't had a lot of issues with our recent upgrade, but the vendor sometimes takes things away...
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The system is pretty user friendly. The providers' ability to customize their templates has been...
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The user permissions need to be identified by department. The permissions that athenahealth has in...
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athenahealth never reaches out to ask us whether we are happy or whether they can do anything for...
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When records come into athenahealth's system by the care management system, they sometimes come...
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With athenahealth's EMR, it is virtually impossible to take a photo with our phones and upload it to...
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One of the product's good points is that we can write all of our own macros and operative reports. I...
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The list of everything that we have to do in the system is completely different from what has to be...
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One thing that we enjoy about the product is that more than one person can log in to a patient's...
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The product is user friendly. When medical students come to our organization, they say...
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There are a few details in the system that are either hidden or protected in the product. For our...
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The solution is pretty intuitive. Things are where we expect them to be in it. The solution's...
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athenahealth has their own dashboard, and I believe that they would prefer for their clients to just...
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athenahealth's system doesn't do everything that they say that it can do. The vendor has some...
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We are always really confused about what athenahealth is doing for us. I think athenahealth's IT...
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From the very beginning up until now, athenahealth has always been good about sending out...
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Some things are phased. Some upgrades are smaller, and we pop them out in one day. Some things take...
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I am not familiar with other EHR systems. We have modified athenahealth's system to fit our...
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For the most part, the vendor keeps their promises. We have regular meetings with our vendor...
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We have a set rate for the system, so we don't see any extra charges. When there have been...
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We like that the system is web based and really user friendly. We can do audit histories and track...
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The vendor could improve the system's ability to post documents, labs, images, and letters in their...
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athenahealth continues to adapt and support us through thick and thin.
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athenahealth has made strides in the interoperability issue that we have in the healthcare world....
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When I bring in new staff, it is pretty easy to get them into the system and up and running with the...
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Our representatives have been very responsive when we have had questions. We rarely have questions,...
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Our office has no complaints about athena's system. Everything works very smoothly. It has excellent...
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athena's billing is very straightforward because they offer an all-in-one package. Everything is...
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I would undoubtedly purchase athenahealth's EHR again. It is probably my favorite EHR.
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athena has an implementation team that will get involved at whatever level we would like. athena can...
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I don't think athenahealth is moving at lightning pace in terms of delivering new features, but...
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There are some things that I really wish that the vendor would do better, but as far as the system's...
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When I voice my organization's needs, the vendor pays attention. I am really happy about that. They...
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I prefer having my own server so that I am the one responsible for whether that server is up or...
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I am more frustrated about the things that athenahealth doesn't do than I am about the things that...
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If I were to start over again, I would jump on athenahealth EHR/PM right away. athenahealth has done...
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We were moved over to a new account specialist who started out on the slow side. They tried to do a...
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Our lab was supposed to integrate with athena's system, but we were without our lab for a certain...
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What we realized is the people that recommended this system were all from specialty practices. None...
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The biggest problem that we have noticed with athena's system is all the steps we have to go...
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My oversight has kept us from getting charged for certain things. We did not want a certain module...
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We don't use the referral management module that athenahealth has where we send patients out for...
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The vendor is very good about responding to cases that we send in. They go around the world to get...
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The physicians like the ability to check for narcotics through their ePrescription module. That...
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athena had what they called an onboarding specialist. Everything was done remotely. Nobody came to...
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athenahealth's product functions really well overall, but there are portions of the solution that...
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athenahealth EHR is a practical EHR. It is easy for new people to understand how it works. The...
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We would like to see faster responses from athenahealth when we make suggestions about how they...
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I have a few suggestions for the billing piece. The people in the physician's office need to be...
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Our experience with athenahealth is wonderful. The providers who use it gain a lot because it is...
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There is an area of interest when it comes to the attachments. Sometimes, we send the billing out...
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Quality metrics are a problem for us in athenahealth's system. Every practice has to do quality...
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athenahealth's system is good, but we don’t know how to use everything it offers because nobody can...
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We are frustrated that there is no functionality to remind us to do something later. We can put in...
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athenahealth doesn't reach out proactively or provide guidance. They have services available, but...
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There have been some unexpected costs with athenahealth. We have incurred some costs, but we have...
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athena offers provider training, so we sign up and train with athena when we have problems or aren't...
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When athenahealth came to onboard our office, they had a team of several people, but only one person...
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We never have downtime due to the system breaking. That hasn’t happened in years. We came from a...
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athenahealth's billing side is so bad. I would not recommend it to anyone. The issue is athena's...
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If the decision were up to me, we would have gotten rid of the system a long time ago. But...
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Our contact from athena is awesome but doesn't get to do a whole lot. That person tries but can only...
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Overall, athenahealth's system is good as far as the scheduling portion goes. The scheduling is easy...
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We have a new practice manager at athena, and they haven't reached out to us. The previous person we...
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athena has a good program; it is just having some trouble right now. Having everything available in...
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One thing that I would probably tell someone to be aware of is the patient charting. When we are...
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There are times that we need more training from the vendor.
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athena's online support was better in the beginning. It isn't as good now because they have gotten...
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Working with athenahealth has become more cumbersome. The executives have changed, and ever since,...
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We are on the current version of the system, but the vendor made us switch to the online version so...
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With any upgrade we do, we can't get anyone from the vendor organization on the phone. When reaching...
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When we first started on the system, we had a few vendor representatives who onboarded us, and they...
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The software is great, but integrating is a nightmare. Whether the integration is for API and HL7,...
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The vendor never charged us additional costs for things. At one time, athenahealth wanted to charge...
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athenahealth just needs support staff to roll out new technology; otherwise, athenahealth is just...
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All in all, I am pleased with the product. The billing and coding options have been very useful.
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The functionality for looking at labs on the mobile version of athena's system is a pain point. The...
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We have been with athenahealth for a really long time. I don't think that the training is super...
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athenahealth's system is pretty easy to use for end users.
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When we tried to integrate with another software program, the experience was a nightmare. The idea...
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With athenahealth's support, there are a couple of options. We can call in, we can create a ticket,...
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With the COVID-19 pandemic, uploading everything into our databases should be an automatic process....
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The vendor has some opportunities to improve the system. We are struggling with how to do true...
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athenahealth recently updated the product, and now things are a little better. We have been...
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The solution is more stable than it used to be. We used to get kicked out of it frequently, but that...
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There have been some recent changes to the system, and some of those changes have been bad. The...
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We haven't done much of the vendor's training because we can't afford it. The training that we did...
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The system allows us to create forms with medical logic. It allows our providers to make cheat...
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We have patients who regularly use the system. They are able to navigate it pretty easily.
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I would tell others to use one of the vendor's other systems. The only reason that we haven't...
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The system is effective. There are some things that I don't like about it, but it creates visits and...
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Our newest implementation with athenahealth was a little bit of a problem. I didn't feel like the...
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In terms of the system, the vendor has done a lot of functionality upgrades. They do little things...
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The system is user friendly. We can learn our way through it pretty well. There are some nuances...
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The vendor doesn’t offer a lot of training; they have online training. They really only provide...
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The vendor often puts some functionality in place that works really well. But then there is some...
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I would like athenahealth to work on improving the system's cost. The cost is pretty reasonable, but...
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All of athenahealth's training is done through videos. Their training is all remote unless an...
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We have a contact person from athenahealth who we meet with regularly. That person is very helpful...
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I like athenahealth EHR/PM a lot. I recommend it to other colleagues. We have had a good experience...
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Our most recent customer service manager (CSM) from athenahealth is not as well trained as the...
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athenahealth EHR/PM is really expensive, and we would like to see more training on running reports...
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We don't have a bad relationship with athenahealth, but we sometimes seem to be an afterthought.
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The product is very good and intuitive. I have worked with some other EHRs that aren't as intuitive....
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The system is easy to teach because the support is very good. The customer support people are very responsible....
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We had a short conversation about a change in EHR systems not because of any major issue with athena...
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No additional fees have been added to athenahealth EHR/PM, but we are a pretty cost-conscious group,...
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The implementation of athenahealth EHR/PM was pretty smooth. Most of the training was online after...
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The ease of logging a case with athenahealth's support and of getting dealt with is way above...
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There is always something that can be improved upon, and athenahealth is working on some of those...
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We have had a much more successful portal adoption rate using athenahealth's system. It is easier...
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There are some things athenahealth could streamline. Inboxes are still one of the biggest burdens,...
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Any complaints I have come down to just the volume of data, and we always have those with EHRs. All...
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The system pretty much does exactly what athenahealth says it does. I haven’t found anything that...
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athenahealth did a good job of really getting in there and building a telehealth platform when...
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When we had another vendor, it was like we had to buy an extra meaningful use package for everything...
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For the implementation, we suddenly had to do something very quickly because our transition was very...
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I like the training. athenahealth has their learning portal, so we have the possibility of live...
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athenahealth is really good about interfacing and getting a pool together very quickly. We have the...
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I have never had any problems with any downtime with the system. The upgrades have all gone pretty...
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Right now, the system does everything that we need it to do, and that is one of the things that I...
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I like the solution's integration and its ability to transfer data to the record for the resident....
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The system has its own preset codes, and our service provider uses different codes. We are having...
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Our previous system was terrible. We have seen a night and day difference between that system and...
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athenahealth's administrative side is lacking. They did some funky things where they updated their...
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During our implementation, athenahealth didn't take the time to explain how everything should be set...
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athenahealth's training is probably better than some other vendor's training. I don't think that our...
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athenahealth's support has fallen off lately. They seem to be trying to move more and more toward...
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I would say that the solution would probably work for family practices but not for specialty...
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Some of the things that athenahealth does don't make any sense. They work on things at almost a...
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The new version of the software that we are currently on has a billing piece where the claims don’t...
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athenahealth's solution is very easy to use. I looked at a different vendor's product recently for...
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We have to work in the very beginning to get the right break and percentage rate before we ever sign...
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The labs integrate great into athenahealth's software. And the integration with the hospital is...
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I have accepted what athena is doing for us. The limitations of what they were going to provide...
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It is difficult to get the information that I need out of reports. The information is there, and...
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athena is glaringly behind the times in clinical inbox management. There are simple things that I...
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We have some frustrations with customer support, the main one being that we can’t seem to get ahold...
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I don’t like athenahealth’s customer service. Somebody told me that about a year ago, they moved...
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athenahealth is very proactive. They send out newsletters, and they have a lot of updates. They send...
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athenahealth is good at being patient centered. They work with the insurance and get all the...
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athena has added a telemedicine feature, and they charge extra for that. We have found a different...
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athena is a trustworthy vendor and a good partner. They are a company of high integrity, and that is...
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athena struggles a little in occupational medicine. The platform could be better there, but other...
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