TheraNest by Ensora Health Opiniones 218

Do not use Theranest. Terrible customer service. The basic PMS system is okay but we experienced system interruptions and delays with the calendar loading as well as other system glitches that affected our day-to-day business. Not good to have your system go down for 12 counselors! Every time we asked for help no real solutions were offered to fix the problem. Everyone at Theranest works from home which is why you cant actually call someone directly and must wait for an email response for assistance. We used them for our billing/RCM and it has been a nightmare! Lack of response from a senior team member, and overall lack of accountability. We are in the process of trying to terminate our RCM contract and it has been very frustrating -we keep getting the run-around and excuses of why they can't perform according to the contract agreement but yet they are happy to take our money! You will be happier elsewhere.

Non-existent, absymal "customer service." Like other reviews have mentioned, STEER CLEAR of this company. If you have a question, good luck getting it answered! NO ONE responds to phone calls nor emails.

This is a confusing software, trying to do too much.

We are a new customer of Theranest and there are many good features, which attracted us to this EMR, such as ability and ease of creating client forms, integrated billing (we really like our billing specialist), user-friendly client portal, telehealth, E-prescribe and easy to navigate.

The CONS of this system, and my MAIN issue is the POOR customer service. The salesperson really sold us on how great their customer support team was. Unfortunately, the integration process was a disaster, mainly with the EPrescribe that no one there really seems to know how to use or troubleshoot when there's an issue. They recently created a ticket system that is pretty useless. No one there responds. We integrated PDMP and it took over a month to get a response. The eprescribe is GREAT until they DISABLE you inadvertently and you can not prescribe meds and your calls and emails aren't responded to. As I write this, we are going on day 2 without being able to send meds, and have called and emailed since yesterday morning and there has been NO urgency on their part to RESPOND or correct this issue!!

I REALLY miss TherapyNotes. It's a basic EMR and it does not have all the bells and whistles, but it's easy to use and the customer support team is available and helpful. Things were less stressful when using Therapy Notes - look into that EMR if you are in the market!

Oh man, where do I begin! I actually really like the platform. This review is related to claims and billing. I hired Managed Billing to try and outsource some of my workload. I was initially given a managed billing team member who was just really under informed and was unable to bill many of the claims. When I switched to a new support person, things improved a little. Unfortunately, many claims weren't filed timely, never appealed, and I lost thousands of dollars due to their inability to rectify claims. As many people know, insurance companies often deny claims and they needs to be re-submitted. Once I left theranest I was informed that many of the re-submittals and appeals simply never happened. I tried to track down the paper trial to prove to the insurance companies the claims were filed on time, but no one at Theranest ever gets back to me.

I have been a TheraNest customer since 2014 and experienced little to few issues with service until December of 2020 when we began having problems with billing. Our responses/payments from insurance have had to be manually applied since December of 2020 due to a problem on TheraNest's end. As a small but very full time group practice this has created a major issue. I have spoken with TheraNest on the phone and messaged them at least once a week since December to try and troubleshoot this issue. Typically, their customer service team takes at least two weeks to respond. In most cases, it would make the most sense to drop the service, however, our practice in in the midst of two other major workflow changes and changing EHR platforms results in a major delay of payments so I have been hesitant to switch. However, the lack of response from TheraNest and their inability to solve this issue over the last six months is unbelievable. As a long time user, over the growth of my practice into a group, I cannot recommend TheraNest with confidence to any other users at this point and am incredibly disappointed in their lack of customer service and overall organization.

Used to be a great company, now as a biller, I would say stay clear away. Did a terrible job with the transition to a new clearinghouse. Terrible customer service now and takes forever to fix issues and has had issues with payment postings. You'd be wise to get to SimplePractice or another company. They no longer keep on the promises they used to.

I wish I have read those reviews. I chose Theranest from word of mouth but their credit card disbursement did not post in my bank account. Their report said "settled" and the money is gone. I called them about the issue and no response could get through. They stole 750 dollars at this point and I am still working on it. I will change the system next year. I am glad I have a small practice.

Having a terrible time trying to cancel my subscription. I would absolutely stay clear of this website. Seems like a con

I have worked with a number of EHR systems and I even worked in the industry professionally as well. This system has no sense of integration and is certainly not user friendly. While it may suffice for brief therapy notes, it does not function for psychiatry and Rx writing. It is not intuitive and clunky from a user standpoint and vital clinical information is not easily accessible. It essentially functions as a word document and not much more. Most importantly, technical assistance and support is virtually non-existant. They refer to their tech services as "a happiness team", which feels particularly ironic from a customer service standpoint. Zero training, Zero support, and limited functionality...this is what you will get for your $ with Theranest.

I'm very happy with TheraNest.
Thanks!
Tara Hannon

The program itself is user friendly but the customer service is TERRIBLE to say the least. You have to wait days, sometimes a week to get a response.

Support is terrible have to wait days for no solution. Dramatic increases in cost.

Terrible is not a strong enough word to describe their customer "solutions" team. You cannot get a person on the phone and each email is returned by a different person who did not read the email before and is therefore totally confused and giving useless responses. At this point all I am trying to do is get a refund for the month I paid for but was suspended access from on the first day of that cycle. Horrible.

We have used Theranest since November 2014. We have been very satisified with the program and the support we have always recieved until recently. We are having some issues but have been unable to get any help. I have written many messages through Get Help but I never get any, HELP that is. I have tried to contact customer support by phone but I just get referred back to Get Help. We have been dealing with Reminder call issues since the first of this year but have been unable to get a satisfactory solution to our problem. We have some pretty big issues regarding the diagnosis of clients and the signature dates on therapists notes. I'm not sure where to go from here. Our issues are becoming significant enough to warrent changing programs. That is not something we really want to do but if we don't get help soon we may have no other option.

I have been reaching out to Theranest for over a week for help with the calendar and agenda page. It is frustrating that no one from the "Happiness" Team nor the Sales Team can call or email me back.

When we started our practice a little over a year ago the customer service was wonderful!! I recommended TheraNest to so many people. Now that is a different story. Ever since they rolled out Apex EDI clearinghouse through TheraNest, their customer service has become terrible. When you write them a question or concern about something through the get help option it take 7 or 8 days to get a response when they advertise you will get a response within 2 days. The response typically doesn't answer your question or help then you wait another 7 days to hear back again. You use to be able to call and ask for help, but now you have to schedule a time for them to call you through a calendar on their website. It is always at least 2 days out. Their company keeps our practice from running smoothly. We are currently looking for a new software company to change to because it has gotten so bad!

I appreciate this software so much. I also appreciate the customer service and responding to questions. It seems like you really listen to users’ wishes for changes. I like that. The few things I still would like to see improvement on - is the telehealth service. I have clients I use the service with who are college students. The TheraNest program will not work in their dorm rooms.. and there is no wired connection. I truly wish the service would be better.. then TheraNest would be perfect!

Not happy lately with the new BOT system that answers the written questions.