TheraNest

Puntos a favor

It's simple to use and has everything you need to make your small private practice run. The customer support is AMAZING! I've never had a question or concern that wasn't quickly resolved by their great team.

Puntos en contra

I would like to see the TeleHealth screen be bigger. This is a work in progress since this is a newly added feature.

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Puntos a favor

It's a comprehensive program that handles most aspects of the claim processing we all need in a busy practice.

They SAY they offer live customer service when a user runs into questions about how to use the program. That is why I chose them over Simple Practice, which offers NO live customer service.

The reality is when you are in need of an answer on how to use an aspect of the program, you must leave a message on a voice mail.

They will call you back when it's convenient for them to do so - and that's never when I need an answer.

I do all of my claims submissions myself and I'm a fairly intelligent and computer literate user. This is a complex, intricate software with may nuances in use.

My time is limited, and so it doesn't work for me to have to wait for an answer until it's convenient for them to call me back.

Puntos en contra

Simply put, they lie about their live customer service.

Their training videos are convoluted, not well-produced and hard to follow in terms of content.

I spent countless hours and significant money to make the transfer over to Theranest, and when I held them to account for their promised and not delivered live customer service they CANCELLED MY ACCOUNT!

This has caused me undue stress and dollars...and they have been very callous and offered no-compromise position. I complained too much, and therefore, they got rid of me! Nice!

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Puntos a favor

I've used this EHR since for about 5 years when I started my practice. I liked that it was simple:
1) The scheduler was easy to use, the notes were straightforward, the submitting of claims was a breeze.
2)I also liked that they have an app to download on your phone and clients would tell me it was easy for them to log on using their phones.
3)I also liked the simplicity of the calendar and the ability to print reports, client lists, etc.
4) Not sure if they were starting off as a new business at that time, but customer service was so responsive and seemed to care.
5)As I transitioned out of this platform, I really liked that they actually updated the ability to download complete files into one PDF!

Puntos en contra

Over the years it went from amazing to poor for a couple of reasons:
1) the customer service is really slow, it can take up to 2 days to resolve a simple issue or concern
2)You are able to create your own notes template, assessment templates, BUT if you do, these will not integrate with the rest, what do I mean? If you create your own custom, this does not work and you have to do all the steps each time. Oh, and when you download files, any custom templates, don't download with the rest of the file. You have to do it individually, for each client...
3)Telehealth is so bad. Either I would disconnect or my clients would disconnect for unknown reasons, so I just switched to Doxy for FREE.
4)They keep raising their fees! I understand that all business raise fees, but it seemed to be every so often. New feature, new fee. New feature, new issue to troubleshoot.
5) Last year, they sent emails asking providers to sign a BAA...I signed one in 2016, when I signed up, were they misplaced? I don't know, I had no answer to this, I didn't sign it, I had an old one in my files.
6) during the start of the pandemic, they raised their fees! For example from $10/month unlimited, to Standard Users: $12 / month for up to 30 one-hour sessions", each additional hour $1. (I have the emails too!) It seemed very unethical and poorly timed. I finally decided to download every single PDF client chart and switched.

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Puntos a favor

Easy to learn but too many flaws
Billing is easy - we just used billing for a while. We did seek assistance from customer support. Wasn’t helpful

Puntos en contra

Customer service responded with a canned note blaming old technology or bad internet on my part. I have a new Mac and Google fiber - but paid for service anyway. It wasn’t me. Many reviews complain abt customer service. Telehealth is very spotty. Last week problems on chrome, this week problems on safari. Initial assessment form is not editable. Not comparable with other telemedicine apps. Overall billing and notes are easy - but changing soon. Burke Counseling
Carla Burke PhD licensed Psychologist
Kansas City Missouri [SENSITIVE CONTENT]

Puntos a favor

Our organization is growing each day, and TheraNest always keeps up. The wonderful thing about this PMS is that when we need assistance, we have been able to reach out and get hands-on support.

Puntos en contra

As we continue to grow and expand, we have many hands in the pot. Although TheraNest accommodates for that, they quite often have upgrades or updates which change some minor features. These changes confuse members of our team, and mistakes are easily made. We appreciate that TheraNest has been better about notifying us by email of upcoming updates.

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