athenahealth Telehealth
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Subject Expert
Schafer Jackson
Research Director
Commentary Summary
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User Commentary
For the most part, athenahealth keeps their promises. There are some times when I can't get patients...
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It would be nice to get new technology. Pain points still exist. I put in a request for the vendor...
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athenahealth is pretty good about alerting us when something is happening or when they plan on the...
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The product's strength is that it is like a video inside a video. I can see the patient while...
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The product's weakness is the ease of use. The vendor could provide a way for the patient to pay...
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I don't know that we really have a lot of support needs on the telehealth side. The telehealth...
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We have had account managers that have been excellent, and we have had account managers that have...
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The patient-facing pieces of the product are the weakest. athenahealth needs to spend quite a bit of...
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athenahealth’s pricing is reasonable, but we do pay separately for the telehealth piece.
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It would be wonderful if we had the ability to do a little more texting back and forth with a...
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We would purchase athenahealth Telehealth again. The system does just about everything the vendor...
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I don’t hesitate to call the vendor's support. The support people get us answers, and they take the...
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I would recommend this system. I have used other systems, and athena's is the easiest system to...
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When we first started on the system, athena did some education with us. However, when we started...
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I am not fond of the vendor's customer service. We have a person who is supposed to be our contact,...
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It has been a challenge to connect to patients. The drawback right now is that we only have one-way...
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athenahealth stepped up at the start of the pandemic. They saw the need for telehealth and launched...
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We chose to go with athenahealth Telehealth because it was embedded in the athenahealth workflow....
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When we found bugs in athenahealth Telehealth, athenahealth pulled it back, put it on hold, and...
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The difficulty with the use of athenahealth Telehealth is often on the patient end, mostly when they...
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For a long time, when we needed to get support from athenahealth, we had to submit a case with their...
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We have a very intimate relationship with athenahealth, and we feel like they are really a part of...
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With COVID-19 testing, we might have a whole family that needs us to write an order for them to get...
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The product has given us the ability to see patients much more quickly. We can see more patients...
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The main reason that we switched to the solution was for its cloud-based functionality. We wanted to...
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Our patients generally like that they don't have to come in to our office because a lot of them have...
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We have had a lot of patients who have had issues with getting into virtual appointments. A lot of...
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Our providers like the product. It has connection problems, and sometimes we aren't able to see or...
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We have had some billing issues with the vendor. The vendor keeps track of how many claims are paid...
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My clinicians have told me that some patients cannot make the solution work, so they have to abandon...
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athenahealth misrepresented the solution to us because they went on and on about how easy it was to...
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We don't know why the vendor charges by the minute for telehealth. That is an odd way to charge.
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We are having the same problems with this solution as we are with other products. I don't think that...
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The product isn't truly designed for large clinics, and it doesn't support our type of care at all....
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My experience with athenahealth Telehealth has been good. I used other platforms when the pandemic...
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Sometimes, there are a few issues here or there with athenahealth's support, but overall, I am happy...
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The system is doing quite a bit for us now because of the patients who cannot come in. We are still...
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We were not doing much with the system initially. With COVID-19, we were primarily using the system...
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The vendor has been responsive in getting the system up and going. We were fairly new when the...
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I am very impressed with the speed at which the vendor can make corrections and changes and listen...
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I am not a huge fan of the reporting in the system, but I feel like the vendor is working very hard...
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The vendor has a lot of great tools, but I would like it if the vendor didn’t word the tools in...
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I have many nice things to say about the system. We just push a button to start an online visit, and...
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The vendor charges for everything. I was disappointed that they were charging for athenahealth...
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I have been very disappointed by the vendor's product development road map. It seems like every time...
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Sometimes, some of the system features don't work as well as they should. When we rolled the system...
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There really isn't a lot of interaction going on with other systems. The vendor's product...
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I am very vocal, so there are a lot of people at the vendor who pay attention to us. We have regular...
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One of my frustrations with athenahealth Telehealth is the lack of workflows. There is no virtual...
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The solution doesn't have gaps or limitations. athena has pretty much worked out all the kinks....
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I would give the product the highest score for improving patient outcomes given that the product was...
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We have an application that allows us to reach out to our patients quickly and effectively while we...
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There is still room for improvement in transparency. There are some things that athenahealth could...
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We can't text or chat with people through the system. That is a weakness in the system. If one...
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The solution needs a guide or tutorial that patients can download early so that they will know how...
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Doing check-ins in the system is a problem. If a patient physically comes in, then we can check them...
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athenahealth's system has some benefits. Patients get used to doing telehealth, and then they are...
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athenahealth's system definitely allows more people to have access to a medical provider, but the...
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The system is doing well. The technology has evolved in the last year or so since we started using...
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The system is slow and requires multiple clicks for a doctor to initiate the telehealth visit. I...
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This system is a good option for live visits, especially when patients are acutely ill and can’t...
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Many patients like athenahealth's system a lot, especially the patients who can handle the...
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One of my few complaints with athena is about billing. I requested that they change an aspect of our...
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Once we switched to athena's telehealth system, the changes to workflows were relatively minor. An...
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Setting up athena's telehealth product was almost as easy as flipping a light switch. The...
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When we implemented the athena system, patients started to have good experiences compared to the...
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We don't have any plans to advertise the product to our patients, but it will always be available....
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I have a customer success manager from athena that I contact for issues. We never have to go above them....
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athena's business plan is a percentage of our patient income, and they send that in an invoice to...
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I would rank athena's support as less than perfect because of people working remotely like ourselves...
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I couldn't recommend athena’s telehealth system to anybody that wasn't already on the athena EHR....
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The solution is worth the money that we pay for it. I have a lot of good things to say about it. We...
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We like how compatible the solution is with other things. It is completely inclusive. athenahealth's...
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The vendor's support people are very good, helpful, and kind, but we can tell that they are just...
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There is always room to grow. athenahealth is always coming out with something new. That is cool....
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I want to be able to set up a payment plan so that future charges will be included with a credit...
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The solution is a great tool, but it is hard to use. It is annoying when patients don't get a link....
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Our patients enjoy the system. We have connection issues every once in a blue moon that we have to...
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We have a couple of options for athenahealth's support. We can call in, we can create a ticket, or...
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athenahealth's telehealth solution is user friendly, and they keep doing the appropriate updates,...
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By using this system, people's day-to-day lives have become easier. They are able to manage their...
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athenahealth needs to hire a QA team. I wish they had one. If there were a button that could fix...
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athena's telehealth component is embedded in the EMR portion. The integration is just seamless. The...
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The product saved us when COVID-19 hit. We pretty much shut our offices down because no patients...
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We pretty much have to implement the system and learn its programming ourselves. We didn't have an...
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One thing we are waiting for that athena is working on is adding the ability to easily drop the call...
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The solution has been very successful. By moving to a telemedicine model, we have found that we are...
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athenahealth did a good job of implementing the solution when the COVID-19 pandemic started. That...
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If we have an appointment that is five minutes from the time that a patient calls, then the solution...
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The solution only works in one of our areas, so we can't use it in other departments. From an...
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In the midst of a pandemic, athena was quick to help. They were quick to come up with a telemedicine...
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I have been called by a couple of athena's C-suite folks to make sure things are good. Such a call...
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There are some gaps within the solution regarding the patient check-in process. We can't text with...
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The system is really easy to use, and it is integrated with the chart. When a patient schedules a...
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We are charged for the whole platform. There are no complimentary visits or trials that I am aware...
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One of the best things about the system is that it is integrated with the chart. The provider can be...
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I don’t really have to use the vendor's support on the system, but when I do, it is a pain in the...
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When things are wrong, I really have to search to find out whether there is a known issue. The...
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The vendor doesn’t allow us to customize things based on our specific practice. We have to wait to...
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The feedback we’ve gotten about athenahealth Telehealth is the providers like it better than the...
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Implementing the solution during the pandemic had some challenges, but it felt like athenahealth was...
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We didn’t necessarily have training for the solution. I don’t know whether athenahealth has a...
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athenahealth Telehealth is definitely better than its predecessor. We used another third-party...
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There are always some providers who don’t like having additional technology, but athenahealth...
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The self-check-in process can get a little complicated with athenahealth Telehealth. But that isn't...
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Remote monitoring is the only gap in the athenahealth Telehealth solution. I don’t know whether we...
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An outcome of using athenahealth Telehealth was that we actually got to see patients. There was a...
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Not everybody is tech savvy, and if someone isn't tech savvy, athenahealth Telehealth will be...
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The major strength of athenahealth Telehealth is its integration. We came off a product before that...
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athenahealth could improve by providing more logging and troubleshooting when we have connection issues....
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athenahealth has been decent at not charging for added functionality, and that has been helpful....
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athenahealth Telehealth is part of our long-term plans, albeit not as significantly as it was in the...
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