AthenaOne Customer Service

This app is wonderful and extremely useful. I love the biometric security that enables the Face ID. The only thing I would suggest adding is being able to also use a 4 digit pin. Often times when we are in the office we have a mask on and I have to remove it or type out my full password in order to access the app. It would be helpful that if I have a mask on the Face ID automatically transitions into asking for a pin. Other than that I love the app and it is functioning flawlessly.

Overall I enjoy the ease of being able to catch up on charting, quickly pull up patient information, and check my inbox without having to lug my computer around (especially when on call); however, there are a few things that could make the app better. The first thing that could be improved would be being able to add patient problems, allergies, histories, vital signs, address/phone numbers, etc. as I’m reviewing charts instead of having to log onto the computer later on to do so. Another thing would be being able to complete billing from the app so that when I finish my charting and close the encounter I don’t have to remember to go back and bill for it. The last thing I can think to be added would be having the ability to take pictures of rashes, bruises, etc. in the athenaOne app instead of going through multiple apps to upload one in real time during an appointment. If possible, having a dedicated patient portal app would be wonderful so that patients can more easily send messages, upload/update information, and view their medical records.

This app is really wonderful for being able to quickly log into your patient list for the day. It is also very convenient for adding photos, for example of skin lesions, to a patient’s chart. No synchronizing your phone to a patient’s chart or anything like you have to with “Athena capture”. There are a couple of issues I would love to see addressed. The first is that when you’re viewing the schedule, the app automatically right refreshes every so often which jumps you back to the top of the schedule making it very frustrating, if not impossible to follow along during a team huddle. The second thing is that I would love to see write to text support in the text fields. This only makes sense for a mobile app that many providers will use on an iPad to help quickly document things in a room.

I find this app very useful for checking labs, rads and consults quickly from wherever I happen to be. New new notification of Athena text is very helpful (sometimes not looking at desk top and sometimes the Athena text function quite working on the laptop and there was no way to know without checking - now there is! Could use work on reliably opening with faceID (it unlocks but says “credentials expired, log in again - which I do but still need to force close app and do it again for app to open). Finally it is now easier to send patient feedback on labs and rads, but it is still hard to tell if PT has portal access; all-in-all it saves time and improves access - mainly when away from my laptop

Great new mobile app! User interface is really easy to use and has already made a significant impact on my daily workflow. It's super helpful for my days off and when I'm on call if I want to quickly review labs and patient cases on the go. Only other functionality I wish it had is a way to close encounters/office visits after reviewing them. Otherwise, a very well thoughtout app that integrates well with the Athena system.

I would give this app “5” stars if you could check in the patient and bill the patient all from the app. I prefer using my phone to do video visits so that I don’t have to lug my laptop around when I’m out and about. But I can’t “check in” the patient, so the app doesn’t let me chart until I “check in “ the patient. And as the previous user, I can’t bill from the app either. Otherwise, it is pretty great!! Karen

Love that I can use my iPad for my encounters. Few suggestion that can improve my daily routine . 1. Faster loading and refresh times 2. I wish that when I open up to document within any section (ie. Free Text), that it can just open a bubble or a smaller window, as oppose to a whole window that takes up the whole screen. 3. A smaller front page to display the inbox and messages and more emphasis on the patient schedules. Similar to he desktop version. 4. In regards to replying/closing labs and documents, I would be nicer to have the action placed nexts to the text box. 5. Give us he ability to determine text sizes on the screen. The current text size is too big. 6. Lastly, gotta have a dark mode setting ! Thank you for creating this app!

1. Lack of controlled substance support disappointing 2. Need to default to patient name under search, not patient ID. When I’m on phone, I know the name but never know the ID. 3. Make the return/enter key send info so I don’t have to click “search”

I love being able to go through charts, labs, etc, straight from my phone instead of having to bust my laptop out. I would like, however, the ability to bill. It says this feature is "coming soon" but it has had that for about a year now. Any light at the end of the tunell? If this became a feature, man I'd be happy.

Signing orders is not as quick and efficient as it is within the browser application and therefore takes much longer to complete. Inefficient use of screen space. Getting from one order to the next is not smooth. Could be done a lot better as I know AthenaHealth is capable.

This app being available to staff is a huge help for when the Internet is out. The only improvement I would suggest is to be able to check the patient in somehow! We had clinic hours recently during an internet outage and we were able to do a lot from the phone app except for checking in.

Simply the easiest and most complete EHR to begin with, athenahealth has produced a completely usable app which allows providers to do anything and everything right from a phone or an iPad. Even seeing patients and documentation is easy and dictation is absolutely perfect. Cannot do better. The best. Full. Stop.

AthenaOne has many great improvements that enable tablet use. The incorporation of the ability to take photos without AthenaCapture and a second device is a huge benefit. Unfortunately, until there is jotter functionality, it has limited utility for documentation of encounters. Hope to see that soon.

Awesome updates with viewing upcoming encounters and prepping charts. Athena just added dictation, and almost the entire encounter plan can be run from the phone. Excellent for efficiency, please continue to update the voice recognition feature to recognize MEDICAL lingo/vocabulary.

The only few areas which I feel everyone would benefit from is: 1) being able to cancel/reschedule/schedule from the app. 2) being able to bill/charge entry screen from the mobile app. 3) Allow macros to be accessed in all sections, not just assessments/plan... ie the physical exam. (I believe there are other sections that allow macros to be imported, but that's all I can think of) Otherwise, everything is great. Keep up the good work and thank you!

I love Athena Health but, when will the patient have an app for themselves because logging into the website every time is time consuming. I feel like having an app will also be helpful for patient to be in better communication with our doctors.

It was nice to have to old one to look at basic info, if needed, but now, I have the same accessibility as I would on a laptop or computer. I also love being able to access Athena text in the same app.

This app makes it easy to document after hours calls, call in a prescription and set the practice up to follow up once the office reopens.

This Athena app is convenient but it does take some time to figure out how it works as opposed to the desk top version. I haven’t been able to determine how to sign off/close notes but that has so far been my only real issue. I’m looking forward to the updates!

Great program and a useful app. Thus far my only issue is not being able to add vitals. If only that was fixed it would make for a great “on actual time” app/program. It would be of great use.

Takes some time to get used to but once you learn the basics, it’s very easy to use as a clinician.

Two main complaints: I can’t seem to label documents (like x-ray or Ortho consult) when I review and close them. Also, I can’t get into a patient’s chart efficiently to review why I ordered a CBC before responding to it, like I can with the computer program.

I gotta say, this app/service in general left me more frustrated than anything else. It worked perfectly sending me a text to verify the account as it should until the medical provider part. After that i could not get it to text (the number it literally had just texted) me at all, prompting me to retry on three separate internet browsers and eventually the app to get it working. Still wouldn't. So I reset the whole account, set up a security question instead and wow, "the Athena health service is unable to log you in!" Error came up. OK.... one last thing, I'll call the people with the app then. After talking with the lady on the phone, she told me that they can't access the medical records of patients, ok that's fine, I don't want you to anyways I just want to be able to use the app. So then she tells me that it must be something with the medical provider not having provided my number? Even though I got an invite from them and it all worked up until the point that the app needed to text me a second time? Maybe it is something with them but now I'm just confused and upset.

Death by a thousand clicks. 2-3 times as long to perform same tasks as required in some competitors’ EMR design. Fairly disorganized and discombobulated data presentation and almost non existent filters to permit finding targeted or user- specific notes and data over extended periods. The technology exists to design an EMR that is intuitive, learns users patterns and permits user- specific work flows. One day there will be an EMR that physicians truly want to use rather than are compelled to use. For now, we’ll have to be content spending more time focusing on data entry and clicking through bureaucratic hoops over actually focusing on patient care. How did physicians loose control of our work environment ?

This app is a great idea but does need some work to make it more efficient and effective. For example, when using an iPad with an external keyboard, AthenaText will not allow for the conversation to be shown horizontally which requires me to type sideways. Also, I am not able to pull information from the last encounter note into the open encounter note as you are able to do through the website and I have not found the option to amend previously closed encounters so I am having to wait to do that until I get home to my physical laptop. Again, great idea but needs some work :)

Why did you phase out the old app? The new app, in my humble opinion, is horribly designed and frustrating. I can’t get to old encounter documents without going through an endless number of clicks. I prep by looking up my old encounter and reviewing old encounter documents (audiograms, scope pictures). Now it takes me 10-15 min to just find what I need to review(after practicing for an hour!) and that doesn’t even count reviewing! Please don’t delete the old app it was easy to use and I don’t need all this extraneous information just for a quick review. I’m sure the prep part will be good but for those of us who use it to review the patients for the upcoming day this app is a nightmare. Are physicians involved in your designs??

The new app is not nearly as personal as the old one it is quicker in some respects but you can’t search old documents at all with any significant date range and for example if you’re trying to search of patients operative report history you can’t go more than a few months back or any window more than a few months. It’s really hampers the ability to search old records on a patient and the old version of the app did not have this problem. I’ve asked multiple times to have this fixed from the software engineers to no avail.

I find the app to be full of potential that falls short. I pull out again after most updates but still find that I always …. Always … have to pull out the laptop to finish most tasks. I find it only useful for after hours and even so my browser version is my go to. I can’t even see using it for facility rounds as updating vitals is not a thing … odd that. Hopefully can catch up to 2010 in near future. Maybe get openAI to lend a hand.

This is a convenient way to look at your schedule. You can work on your notes, but it’s pretty challenging. Billing doesn’t seem to be available, so you can’t sign your notes. Disappointing. UPDATE: a response from the developer is not the same thing as the developer actually addressing the issues. This also also seems pretty typical of Athena. They always say thanks for the feedback, but I’m not sure they actually plan to change anything. Theoretically, they’ve had a while to adapt their system to the needs of clinicians. But thanks.

I have no idea how we have for profit healthcare in this country when the investment in technology is so lacking it’s laughable. As a patient, I can’t stand it when my providers use Athena Health. Accessing my account is cumbersome and frustrating and it’s impossible to access my summary notes using a browser on my phone. Their software is clunky and not user friendly. Please make some investments into your software and allow for more feedback from patients because your website makes it abundantly clear you don’t want it.

Unfortunately I cannot use this app reliably right now. There are so many glitches and moments where the app freezes. Face ID login does not work for me at all, once it accepts my face the app just stays on the login screen and I cannot get into the app. Once I am able to get in, the app gets stuck quite often and I have to close out and restart my phone to try again. It’s much more of a hassle than helpful right now. Currently using on up to date iPhone 12 with most recently updated Athena One app.

Athena and athenaOne are EXACTLY what an EMR should NOT be. I have never seen an EMR that cannot trend labs… ( how can you trend a pdf scan?). I am a nephrologist that works on trends… AthenaOne’s other non starter issue with me is that it messes completely the schedule of the desktop version that i have to rearrange every time i make the mistake of opening athena one. They used to have another mobile app, which despite being clunky like all of Athena, at least didn’t mess my schedule. In summary, this is an evil application that is one of the main reasons i am considering early retirement.

When the app work, it works great. Ambient is a big time saver. However, I typically have to update the app 2 to 3 times weekly to keep it running. This takes about 20 minutes. Always seems to happen when I need the app to work now. Also, ambient will sometimes say it is starting. Then I get done with the visit to find ambient failed to start, and nothing was recorded. Overall, disappointing. The pieces seem to be there. I just cannot get them to work consistently

Worked fine for months, now won't let me log in. Immediately says "your session expired" and takes me back to log in screen - rinse, repeat. Can't wait to not have access for 4 business days until I get a response to my support ticket, which will just be the incompetent support tech asking me a question already addressed in the ticket, so I can wait 4 more days for them to respond, etc.

This app is pretty useless. If I’m away from the office, I can view my schedule. However if I need to contact a patient this app will not provide a simple phone number to reach the patient. The old app provided that information and more with no problem . Why would you change a good thing and create problems when it comes to patient servicing? ......and now the mobile app will not allow me to sign in with my user name and password.

The app has great potential, but falls short due to instability. It keeps locking up or crashing for me. I’m not sure that it is a cost effective use of my time. Spending hours outside of the clinic to save minutes during my clinical time is at best frustrating. I am not sure if they are addressing the frequent system crashes, but if they could make the app more stable, it would be well worth having it. As it is now I only use it when I have ample “down time” to allow for the time sink of using the app.

The app itself is a little clunky and tedious to navigate at times. However, the real downfall of Athena is their support team. It’s absolute trash. If you can’t fix the issue yourself, prepare to have weeks pass before your issue is resolved or better yet, acknowledged as a verified issue and then subsequently informed that they won’t do anything about it until more people complain about a similar issue.

I liked the app initially as I was able to see my schedule and prepare visits on my mobile phone but for the last month or more this feature hasn’t worked and I have had no response from tech support. I tried the tech recommend fixes without any change. Submitted more than one ticket without response.

As a doctor, time and ease of use are so important. This app does not take that into account. The web app was perfect. It was simple, and you got to the necessary information in the fewest clicks possible. The web app is no longer supported and the athenaOne app is a huge step down. What used to be three clicks is now 15. There is so much unnecessary information on the screen. It is much more difficult to find the information that I need.

Experiencing major issues with the app. When I first downloaded it was working fine, no problems with login. Now, whenever I try to log back in, I get a notice that system administrator needs to be contacted. I tried to go through the “help” link but it’s asking for a mobile app login before proceeding. Not sure who I can contact to get this issue resolved once and for all.

I manage a medical practice and was excited to hear that this app would allow members of the practice to log in and use Athena. While this is the EMR used by our practice but I am unable to log in. After a week of inquiries and being told several times the error was on our end (my profile needed to be “changed” to allow me access), I was told it was because my organization want included in the “any member” release. Disappointed.

The filter option doesn’t work when selecting specific providers. Every time I select a filter option it doesn’t change the patient list, still showing other provider’s patients first before the one selected.

So the app is great for schedule wise. I’m over billing but only way for me to look up an account is on a computer if an employee or patient ask about billing I have to call them back or try to get access to their account on a computer. Wish there was a billing feature.

Better than the cloud But athenatexts can’t seem to sync well Should be able to approve delegated orders on the app. Especially if you are on vacation and you would be able to do it on the app but not desktop

I have my own private practice and it is just me for all the roles. I LIVE with my cell phone app to see my schedule to add and reschedule patients all day long. I cannot do either with this app. I can access my schedule but I cannot modify it. PRACTICALLY USELESS. It is also very difficult to see my schedule and change each week to access my availability. Frustrating app which I wish I didn’t HAVE to use every day.

I was excited to begin using Athena one forHome visits. Unfortunately for the past few days I have repeatedly tried to start to document a patient exam and the page sticks on a pop-up box to add an Accelerators. Purple circle just keeps spinning… I have uninstalled and reinstalled the app, I have updated it. Help please!

Half the functionality of Athena Out of office. Unable to sign delegate orders in app. Unable to switch to partners inbox to sign his/her orders or look at partner’s schedule, Unable to view some scanned documents. Lab view is terrible. For example, when looking at CBC need to scroll through 5+ screens to get to previous one for comparison.

Inbox lists 5 items to complete but clicking only showed sub folders which all showed zero items. Very frustrating to know tasks need completion but could not access.

Don’t know how they are rated, maybe employees. So many problems. Athena one logs off daily have to re enter password many times. Not useful other than quick review for primary care. Other Athena issues faxes not attached even if name clearly on form. Over charging and accounting questionable. Annotate and sign issues for 3 yrs. Notification issues for 6.

App is decent when it works, crashes frequently and not sure if this is the app or my phony but I haven’t been able to login in for nearly 3 weeks now with the app (I’ve restarted, deleted and re-installed), just doesn’t work anymore.