athenaOne Software


 

athenahealth is connecting care nationwide with cloud-based services for electronic health records (EHR), revenue cycle management & medical billing, patient engagement, care coordination, and population health management, as well as Epocrates and other point-of-care mobile apps.

With a network of more than 64,000 providers, athenahealth is helping providers manage industry changes and focus on patient care. A recognized industry leader, athenahealth received five 2013 Best in KLAS awards, including #1 Overall Software Vendor and #1 Patient Portal. Unlike conventional health IT systems, athenahealth combines cloud based software, networked knowledge, and back-office services to keep providers profitable and prepared for every change - whether it's Meaningful Use, ICD-10, or new payment models. athenahealth alleviates administrative burden by taking on paperwork, tracking claims, and managing pre-registration. With athenahealth as a partner, practices and health systems are always connected to the latest knowledge and are equipped to thrive into the future.

 

Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS

48 Reviews of athenaOne

Showing 1-20 of 48

 

from Dr Jon's Urgent Care Center
Specialty: Urgent care
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Long on promise short on delivery

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Likes Best

The EMR is customizable. Certifying for MU was easy. After 4 months I can get an average patient chart done in 6 minutes provided I have a staff member do the sign off and check out. Training prior to go live was good and the trainer was very knowledgeable and helpful.

Likes Least

Billing follow up and working of A/R is terrible. After 4 months using Athena billing I can find no evidence that a single patient has been billed for their balance after insurance. Our Accounts Receivable is 50% higher than it has ever been in the 6 years we have been open. There seems to be no one we can talk to except client support, after a long wait on the help line, and our account representative, who is available on the phone only by appointment, promises but does not deliver. The EMR is finicky and full of glitches. It requires countless clicks to get anything done. The imbedded E&M coder is not reliable.

Recommendations

Stick with paper. Visit sites similar to your own where the program is up and running. Talk to people who have left the program.

 

from Your Health Home, PLLC
Specialty: Internal medicine
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Unhappy user of this least bad EHR

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Likes Best

It is integrated EMR, Billing and Care Management that does help address PCMH, MU, and other complex Government/Insurer issues. First pass billing and payment process works fairly well and seems efficient when there are no errors (see below). Cost is reasonable for the services provided.

Likes Least

The base code is absolutely awful. This leads to repeated problems with your interface, incompatibilities, and slow response. If you surf employment sites you will find this a recurring theme noted by ex-employees.

The product has many features that increase the chance for human error and patient harm, and the company refuses to admit or deal with these issues, in fact compounding basic problems in the years I have used it. This user interface would be unacceptable in the aviation industry. Isn't healthcare supposed to be as safety-driven as aviation? Medication lists are not presented in a user friendly way and don't show the difference between what patient was taking before the visit and what has been changed or started/stopped in a meaningful way during and after the visit. This is one of the most dangerous aspects of this software, but by no means the only patient safety issue. When you get a request for a refill, it takes several clicks and screens to find the med history before you make the refill, encouraging you to skip this vital workflow, and penalizing you for following this standard of care if you do follow the workflow.

The support center includes a "community" where you can share your problems and solutions with other users. But it is basically an echo chamber, as the company openly bans anyone who makes repeated negative comments about the product. If you don't agree to their draconian Terms of Use you can't even access this area to get help or learn about the latest updates.

My documentation time per patient after the visit is about 10-12 minutes on average. I refuse to boilerplate my documentation - I deliver personalized care. I have tried to get dictation software from the athenahealth partner Dragon which I believe would shorten this to about 1 minute, but 2 months ago I made my first request to Dragon and still have not heard back after 4 additional attempts from within and outside of athenahealth. If you by Dragon direct, you don't get full interoperability, according to athenahealth. Right now I have zero interoperability.

Too many clicks. I quote another provider who switched to another EMR locally when I asked why he switched out.

Patient Portal does not allow patient to upload a graphic. "Hey Doc, is this a mole I need to worry about?" "Here's what my incision site looks like, is it OK?" "This is the pill the pharmacy gave me, it looks different" and "What the heck is this rash?" are questions you can answer quickly saving patients and you time and effort with other EMR portals. Not athenahealth.

Recommendations

If you can't stay on paper (which I threaten to revert to daily) this isn't the most horrible EMR you could go with. Just make sure you have full bottles of Prozac, Xanax and probably some Abilify on hand to get you through the process. Caffeine and Nicotine won't be enough to get you through this product. And Alcohol, well, your liver would probably vote against the quantities necessary to maintain your sanity.

Still it is the least bad EMR I've used, and have yet to find a better replacement (and I am actively looking).

 

from Sunrise Institute for Pain Management
Specialty: Other specialty
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

The best EMR product on the market.

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Likes Best

This product is all inclusive. Makes your practice like a resort, as you have your billing, your communicator, your EMR, and you have amazing support behind the scenes at all times working for YOU!

Likes Least

Delay in getting minor details tailored to your practice.

Recommendations

Give the webex introduction a try. One hour and it virtually chagned our practice forever!

 

from FemHealth USA
Specialty: Ob Gyn / women's health
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

Athena Rocks!

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Likes Best

The system is very intuitive and user friendly. All systems have their kinks, but I must say that when a kink does appear, the CSC agents are on top of it and really know their stuff!

Likes Least

Sometimes the billing piece can get a bit confusing, but we also do a great deal of write offs so it can get tricky. Again, the CSC is so helpful when I hit a roadblock

Recommendations

Make sure to do a walk through of all of the existing templates to see what fits your practice. Chances are, there is something already existing in Athena that will work for your type of care, so not having to reinvent the wheel will save you a TON of time when setting up your system.

 

from Valley Medical Associates
Specialty: Internal medicine
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

Athena Love

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Likes Best

The support is amazing! The application is so intelligent.
The metrics we can pull effortlessly are outstanding. Knowing how long it takes a patient to cycle through the different departments of our office, how efficient providers are in documenting a visit at the time of service etc has been enlightening to say the least.

Likes Least

The training for implementation could be more robust.

Recommendations

Customer support is key. Our previous EMR outsourced all their support to India, it was like trying to call Medicare.
Having your interests aligned with your EMR are key.

 

from Comprehensive Podiatry LLC
Specialty: Podiatry
Size of portfolio: Single user Portfolio size: Single user

Podiatrist self-employed in a small private practice

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Likes Best

It is easy to use and meshes the clinical practice with billing well. Updates are done continuously and seamlessly. There is no problems with the system not doing what you need it to do. The training to use it is very good. The notes are easily customized to what you want in your note. Customer service is helpful.

Likes Least

There is a lot that can be done on this software and there are some things that I do not use.

Recommendations

Before you use software talk to offices who are currently using it to make sure it works. Prior systems I have used had a lot of problems that would have been known if the offices using it were contacted.

 

from fatburn factory
Specialty: Family medicine
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Beware of what the salespeople tell you it can do.

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N/A

Likes Best

automated elements that theoretically reduce staff time

Likes Least

The sales process. There is no demo that you can view yourself to work through to verify what the sales person claims before signing and giving a large, NON REFUNDABLE deposit. It turned out that key elements that I had been told by the sales person were features of the EHR and of the billing component were NOT. Specifically a kiosk function so that I could be truly paperless and access to a certified coder. To my surprise, it turned out that the salesperson did not even understand the concept of a difference between a billing specialist and a certified coder.

Recommendations

If you want a feature and the sales person says they offer it, make sure they go over it slowly or get it in writing in your contract.

 

from Northwestern University
Specialty: Neurology / neurosurgery
Size of portfolio: Single user Portfolio size: Single user

Both really good and really bad

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Likes Best

The best thing about this product is the billing component. It is efficient and billing backroom staff are good. it is clear this product developing out of billing software rather than a medical record. If dollars are more important to you than patient care then go with Athena, otherwise look elsewhere.

Likes Least

The medical record portion is very time consuming to complete. It is not intuitive. Completing the electronic record takes a good 20 minutes longer than an old paper record. AVOID AthenaHealth EMR.

Recommendations

Take a trial run if possible. And don't believe the salespeople that say you will get quicker once you are better acquainted with the AthenaHealth software.

 

from South Denver Ob\GYN
Specialty: Ob Gyn / women's health
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Athena Excels!

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Likes Best

Ease of use, report generation and customer support.

Likes Least

Cost is always an issue with any product in an environment of decreasing reimbursement, but Athena are the least of any vendor out there. Looking at Athena, this was the only dislike I could think of.

Recommendations

Research and compare to other products on the market today. You will find no better partner in the office system and EHR market.

 

from NW Urology
Specialty: Urology
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Athena is full of bugs and workflow issues

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Likes Best

It is web based, so can access relatively easily from any place with an internet connection

Likes Least

The layout and workflow are not intuitive. Athena requires way too many clicks to get things done. It sends way to many items to tasks. For instance, I send a letter to the referring doc and sign it. Then it goes to may task box to REVIEW AGAIN and finally approve and send. This results in an enormous file folder of tasks to go through at the end of the day.

Another example of a workflow problem, you write an order for a lab, you must click a button called "sign orders" as well as click the save button to actually execute the order. Why two steps? Why not just click save and have it send?

Another.....every fax that comes to our fax number now goes to Athena and they send it to the provider whose name it was sent to. My staff used to look at these faxes before me and get things done (med refills, appt requests, etc) and only involve me if it needed my level of attention. Now I am the one weeding through these faxes. Very poorly thought out.

Looking for old notes and labs are difficult to find. We converted from Urochart because we needed a better option for managing multiple clinic sites. I rue the day we switched. Urochart had great workflow for their EMR with all notes, labs, reports on a timeline, easy to access and visualize.

Recommendations

Go to an office where they are up and running Athena and see if you can navigate the EMR yourself. Nothing is intuitive in this software

 

from Katahdin Valley Health Center
Specialty: Family medicine
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Athena is all that and more

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Likes Best

We are a long term user of EMRs and have found Athena to be the best by far of any we have used. Their reporting tool is better than any we have seen before and their on-going support is great. We allowed our providers to select the new system and they were unanimous in their selection.

Likes Least

Their training and preparation during transition is outstanding. It would have been nice to have a live person on-site during go live to help allay any fears, but their go-live support by phone turned out to be fine as they have the ability to actually view the screen that you are on remotely. We also were unable to upload any of our old charts to the new system and had to abstract the information that we wanted manually.

Recommendations

We have found Athena to represent what we feel to be the future of EMRs instead of the traditional legacy systems that really represent the history of EMRs, good and bad. Athena allows us local control of how our system is used by our providers and allows them the flexibility that others do not.

 

from Amelia Heart and Vascular Center, Inc
Specialty: Cardiology
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

Excellent product in every way

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Likes Best

The EMR is intuitive and no nonsensical. It is easy to use. It is extremely transparent when it comes to billing. We have used the athena communicator for the patient portal and it has been a God sent. It saves us time and the patients love it. Since the implementation of the system our office is effient , organized and runs like a well oiled machine.

Likes Least

Nothing much. I think some of the cardiology templates could use improvement

Recommendations

You have to show the interest to learn it and spend time teaching it to your colleagues. I think that is really important to make sure everyone is on board.

 

from Watauga Orthopaedics
Specialty: Orthopedics / sports medicine
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Excellent Solution

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Likes Best

AthenaOne is easy to use and a very robust system. It does everything that we need and has improved our day to day operations. Also, customer service is outstanding!

Likes Least

Overall, this vendor and product is superior to anything on the market. Sometimes the size of this company can be intimidating.

Recommendations

Speak to as many references as you can. You will find that we are extremely happy with the product. Also, do a site visit to watch athena one in action!

 

from Healthstar Physicians
Specialty: General practitioner
Size of portfolio: 51 to 100 users Portfolio size: 51 to 100 users

Redefining medical care

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Likes Best

I like the ability to customize the EHR clinical record to your practice style. It is a very robust product that allows the clinical team to effortlessly work together with out wasting a lot of time.

Likes Least

Like most software products for medicine, there are still some limitations in its ability to make the point of care completely seamless while you are interacting with the patient.

Recommendations

Be sure to visit sites that are utilizing the product and determine if it's a fit into your practice style

 

from Associates in Obstetrics and Gyn
Specialty: Ob Gyn / women's health
Size of portfolio: 21 to 50 users Portfolio size: 21 to 50 users

I love Athena!

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Likes Best

Patient portal, business aspect of system, when you do well then Athena does well. They have an incentive for you to do well.

Likes Least

Like anything, I wish it was less expensive. I wish everything though was less expensive. In the end, our first year was a net increase of 12 percent in revenue.

Recommendations

It will be the best thing your ever did, I know it was for us.

 

from Advanced Centers for Podiatry and Wound Care
Specialty: Podiatry
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

A dynamic practice management solution to stay independent

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Likes Best

Love the level of support and the consistent improvements that develop without additional cost. The product has evolved dramatically in the past 6.5 years I have used it and accounts for 2-3 employees (that don't get sick).

Likes Least

This company continues to grow leaps and bounds every year and as such support is currently going through some growing pains. I have inquired about this and it is something that is on the top of the tune up list. Its not cheap... but you do get what you pay for.

Recommendations

This system is very intuitive for staff from a clinical/billing standpoint. It doesn't run itself but it does rework the way things are done. Filing is now automated and labs/orders go where they should with alarms to staff if it doesn't happen. As with most EMR, set up is key is getting the max benefit. For the expense, you will likely discover that it is more expensive to hire staff to do the equivalent work vs. Athena.

 

from Peter E Masucci MD PC
Specialty: Pediatrics
Size of portfolio: 11 to 20 users Portfolio size: 11 to 20 users

athenaOne means success in healthcare delivery

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Likes Best

A trusted partner that helps us both our clinical and business model so we can successfully care for our pediatric patients and keep our doors open. I like the model that they don't make money unless we do so they just don't sell us software and forget about us and the needs of our practice. Having them constantly monitoring the healthcare environment, researching and developing products and tools means we stay on the cutting edge and can survive no matter what is sent our way by insurers, contracts, regulators and government.

Likes Least

Hard to answer this question because there is very little we don't like. Sure do we wish they would provide us with more developmental scored screens on the portal and help us to become even more paperless. It is not a doc in a box and the user needs to be engaged and collaborate with athenahealth to utilize and optimize the product. I don't see this as a negative. Athenahealth is growing at 30% per year and we need them to keep their pulse on the not losing the service model and support they have built their co-sourcing model on. Healthcare management has gotten more complicated and cumbersome and bridging the gap with what Athena has to offer and what practices need is a must.

Recommendations

For over 10 years we have seen how athenahealth as a company is innovative and co-sources with us so we can provide evidence based health care to our pediatric patients and help us realize our revenues at almost 100% that we can re-invest into our practice. The support access is superior to any other company I have ever worked with. We as a small group practice are afforded the same tools as a large multi specialty group that we could never provided on our own. The ability to have transparency and reporting capabilities means we can better care for our patients while optimizing our business model.

Being in real time means we don't have to wait for costly upgrades. Speaking of cost it is the return on the investment that counts and this we have realized. We have been able to expand our office and services we provide to our patients. Our providers are better at caring for our pediatric patients because of athenahealth and in no way has it slowed down their productivity. In matter of fact our mid-levelers have increased their productivity. The close loop tracking means we have been care coordination of our patients. We can track and trend their care easily with population health management.

Having a practice management solution means every facet of our practice works in concert with each other from clinicals to collector to communicator.

Sometimes need doesn't meet necessity but athenahealth always listens and makes it happens rolling out improvements every 4-6 weeks.

We have been able to achieve Meaningful Use and are in our 5th year of the program. That is money in the bank that helps support our mission.

We could not imagine navigating going it alone without the support and services of athenahealth and their very bright dedicated athenistas.

Often it is not the software but the user who doesn't invest in learning and optimizing the product. You must be an actively invested in the process of using the software.

 

from Bryan C. Morris-Ward MD PLLC
Specialty: Family medicine
Size of portfolio: 2 to 5 users Portfolio size: 2 to 5 users

Its All My Fault

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Likes Best

Software is web based and accessible from any computer connected to the web. Integrates document handling as well as notes and billing into one package.

I reviewed a lot of products over the years and the basic design principle is what I was looking for.

Likes Least

Our experience was simply unfathomable. We were on this product for just less than one year.

Training and setup takes 3 months, not unreasonable but also they don't really understand small practices and how to train them. While various types of software are something I'm familiar with, and I found templates easy to make as well as modify, we were misinformed about what we were getting, and many of the bad experiences posted here were also experienced by us. We vetted this product as well as we could. We did a site visit, everyone we talked to was very happy with it. However, about the time we went on the product we understand that we were not alone in what followed, but it took weeks of searching to locate the others. Prior users, who had been happy also reported to us that they were struggling with it now. Another clinic in our town was struggling, one of their staff told me that they "hated it" but they apparently are not willing to speak out openly.

We were experienced EMR users, having used more than one product and having 13 years of experience.

Vendor training and support staff do not really understand their product, nor can they really help with other than simple questions. If there is a functional problem, you are just out of luck. They are just wasting your time online much of the time. We spent hours on the phone, week after week after week. Months of heavy, unbelievably hard and long days, working 15, 18, 21 hours in a day, and still unable to get encounters done. Over 100K in unsubmitted billings, unable to close the encounters. We kept customizing the workflow, adding encounter plans, adding templates, and the system kept getting slower, and slower, and slower, by the last month we were getting dropped off 20-30 times a day and the system was not responding to us for agonizingly long periods of time. Tech support absent, like the Wizard of Oz behind the curtain, saying everything is functioning well. We had one good month, only one, which deluded us into continuing to try to work with them. Three account representatives in 8 months, none of them did anything but the last one, who actually visited our office and told us we had not been informed of a problem using our OS and Athena, and that we "should have been told." Later, he retracts everything while on the phone with his supervisor saying "I was wrong."

My patients repeatedly told me that the patient portal was so slow that they just stopped using it.

They blamed our ISP first (we used it from 5 different locations with around 18 different computers), then it was our network, my staff, me, and in the end it was "something wrong with" my equipment but not a problem on their end. Complete and utter denial of a problem with the software.

My staff hours rose by a minimum 20-30% on Athena, not decreasing as we expected, my hours nearly doubled, my ARNP quit because she wasn't able to see patients fast enough to actually make an income, she was working 8-12 hours a day to see 8 patients. Staff informed me that misfiling of documents by Athena and their having to refile them was taking 2-3 times longer than if they simply filed them all themselves. This misfiling continued despite our efforts to get it corrected and despite some documents having the actual filing category in large bold print at the top of the page so they wouldn't have to figure it out.

We spent unbelievable amounts of time logging in, getting kicked off, getting unresponsive screens, and watching the "Wheel of Time" (apologies to the late Robert Jordan but he and his writing team haven't seen anything like the "Wheel of Time" that we experienced). It could take longer to submit a billing than it actually took to see a brief patient. It could take longer to document a visit for a complex patient than it took to see them.

This product could do it, but it was nonfunctional to much of the time.

We tried to get to talk directly to the technicians, they would not allow us, we tried to get in contact with the higher management and the people we were working with terminated our contract 11 months in, giving us the required three months notice. Three to four weeks later the system became essentially unresponsive most of the time, we had to either close immediately and declare bankruptcy or go back to our old EMR. We went back and pulled out of the mess.

It was to late though, I closed my practice just 10 days ago, after 14 years, I was not able to accumulate enough financial reserve to attempt another transition before ICD 10 goes into effect.

In my office, a 14 year old server, lowest cost Dell from 2001, single processor, 2 GB of RAM, handling outgoing faxes, importing incoming faxes from a Brother MFC, all incoming documents, an entire record system, a document handling library service with literally scores of thousands of documents in an electronic filing cabinet, with literally probably hundreds of thousands of pages of documentation, and my entire library of documents from 1998 onward, was able to easily outperform the Athena product.

I worked hard to make sure we had a good platform on our end, we had a gigabit network, new cabling, gigabit switches and ethernet cards, SSD's on all our PC's, and more ISP bandwidth than a nearby 90 bed nursing facility has for their TV, PC's, and their staff to use...all for a small 1.4 FTE solo practice with 5 persons using it.

It didn't matter, the system was not responsive.

Recommendations

Do not use this vendor until they clean house. I firmly believe this is a management issue, that this product could work, and I can clearly see the thoughtfulness of the design elements in the product. But, if management cannot control their staff, then you get what we experienced.

 

from Hometown Family Health
Specialty: Family medicine
Size of portfolio: 6 to 10 users Portfolio size: 6 to 10 users

I would not use Athena again

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Likes Best

The notes sent from consulting providers are nice. It's nice to be able to reproduce a note with a few strokes, for patients with similar exams routinely.

Likes Least

It's difficult to use and more difficult to get help.

Recommendations

Make sure that support is easily accessible, and that the product works with a logical workflow for you.

 

from podcast
Specialty: Orthopedics / sports medicine
Size of portfolio:  Portfolio size: 

Athena review

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Likes Best

Web-based. You can access it from anywhere, except from my phone.

Likes Least

Slow and ugly. Often crashes and need to restart browser. Can't generate forms that automate.

Recommendations

Get out while you can. Tedious interface for business end of clinic.