Launching athenaOne is a major milestone, but the first few weeks can make or break long‑term success. The most common post–go‑live issues aren’t signs of a bad implementation, they’re predictable friction points that appear when new workflows meet real‑world clinic operations. These challenges often stem from unresolved implementation gaps. If you’re still in the planning phase, our blog on Overcoming Common athenahealth EMR Implementation Challenges outlines how to reduce risk before go-live even begins.
The good news: nearly all of them can be prevented with targeted QA, intentional training, and early monitoring.
The real payoff of addressing these issues proactively is huge: avoiding a massive issue log, preventing bad habits from forming, and accelerating early adoption of the new workflows.
E‑Prescribing Setup
One of the most common early issues is non‑controlled prescriptions dropping to fax instead of transmitting electronically. This typically happens when the SPI number isn’t mapped correctly in athena’s NPI & Other Numbers table.
Proactive fix: A thorough QA of provider and department SPI mappings ensures clean routing from day one.
User Permissions
Missing permissions are a top driver of go‑live frustration. When users can’t complete tasks, productivity drops and workarounds begin.
Proactive fixes:
- Use Local Roles to standardize access.
- Leverage athena’s Onboarding QA reports to identify gaps in role assignment.
- Conduct manual QA of local role build and assignment to ensure accuracy.
Many teams also benefit from enabling lesser-known tools that simplify provider and staff workflows. Our blog on Underutilized Tools in athenaOne highlights features that can dramatically reduce friction during go-live.
Task Assignment Overrides
Incorrect routing of documents leads to aging items and clinical risk.
Proactive fixes:
- Configure all suggested TAOs in athenaNet.
- Need help in this area? We have a “Suggested TAO Matrix” that can help! Reach out to our Consulting Team to get access.
- Run mock inbox simulations to validate routing logic.
Post–go‑live: Regular inbox audits help catch aging documents early. Expect to build new TAOs during the first few weeks—this is normal.
Data Reconciliation
Staff and patients often struggle to understand what data migrated and what didn’t.
Proactive fixes:
- Embed data strategy into end‑user training.
- Provide a Data Conversion Fact Sheet with cutover dates and known gaps.
Lab Workflow Variability
Labs are a frequent pain point, especially when providers select off‑compendium orders or choose the wrong facility. Inbox volume and delayed results are often tied back to inconsistent ordering and notification workflows, which we address in our guidance on athenaClinicals Lab & Imaging Result Notification Tips.
Proactive fixes:
- Include lab ordering workflows in training.
- Create a Lab Order Reference Guide to standardize ordering and resulting.
In‑House Imaging & Point of Care Tests (POCT)
A common issue is orders being sent out instead of routing as PERFORM in the clinical inbox.
Proactive fixes:
- Conduct mock simulations with ordering providers, clinical staff, and imaging teams.
- Build an In‑House Imaging Order Reference Guide.
Front Office Bottlenecks
Check‑in often slows dramatically during go‑live—every patient feels like a new patient, and device integrations (credit card readers, card scanners) may not behave as expected.
Proactive fixes:
- Run full check‑in simulations to test devices and reinforce workflows.
- Reduce schedules during the first two weeks to allow staff to adjust.
Final Thought
The first days of go‑live set the tone for long‑term adoption. By anticipating these issues and embedding proactive solutions into training and readiness activities, organizations dramatically reduce chaos, boost user confidence, and accelerate mastery of athenaOne.
