Heidi AI (Heidi Health) Avis 

When Heidi Health works as intended, it genuinely delivers. The AI-generated notes required minimal editing, and with occasional tweaks to the AI instructions — which sometimes drift from your original settings — the workflow was smooth and efficient.

Unfortunately, that changed when two significant bugs appeared simultaneously. The iPad app suddenly lost the ability to transcribe conversations in foreign languages, producing completely blank notes. Around the same time, uploading pre-recorded conversations as a backup became unreliable — sometimes transcribing successfully, sometimes throwing errors, even for recordings well over 20 minutes.

After three weeks, customer support has been responsive but unable to provide any timeline for a fix. Their current workaround? Use the desktop version and manually specify the language each time. It works — but for a tool designed to streamline clinical documentation, being tethered to a desktop and adding extra steps defeats much of the purpose.

I want to give Heidi Health a higher rating because the core product, when it functions, is genuinely useful. But reliability and a clear path to resolution matter just as much. Hoping these issues get addressed soon.

I ordered the remote control and am waiting forever. Received a code for a free month.
I was unable to enter the code at checkout and was charged for the upgrade instead of being able to use it.
The worst part is that my subscription costs me £49 per month, but downgrading it will now cost me £60 a month, £72 with tax.
Customer service not great, the remote will be returned as I can not have the excess issues.

transcription fails to work; Even dictation fails about 10-20% of the time; time lag is an issue; Very bad with medications-often gets it wrong, or worse still it comes up with its own choice of drug at times! Hence, you need to spend more time checking the transcription or dictation. It is slow to transcribe into letter-you need to do other things while waiting for the letter to be transcribed-another loss of time. After numerous complaints and submissions of transcription ID, the reply is standard-our engineer will look into it and get back to you soon-after weeks, they still haven't got back to me! They don't even bother to call you despite multiple requests-poor customer service. I was going to give a zero star if I could!

There are many things I love about Heidi when it's working properly. However, it seems I lose between 3 and 6 sessions every week for unknown reasons. I am now finding that I need to take notes while using Heidi, just in case the Heidi session note produced by Heidi is incomplete or unusable due to issues on Heidi's end. I paid a lot of money for Heidi as I thought it would save me time; however, I am starting to think I made a mistake. Over the last month, I reached out to Heidi numerous times for help. I have provided ID numbers for session recordings and photos of error messages. Unfortunately, I have not received any assistance. Customer service and reliability are very poor. I am very disappointed.

Totally unreliable. Has cost me hours trying to solve glitches. The platform has lost all my transcripts with clients and I am now going to have re-visit them. The first two sessions worked really well but then everythig since then has been lost.
Support has been poor, not resolved despite it being weeks since it was highlighted.
Total waste of time and energy.

Regularly missing data. App has lost half of multiple consultations, over multiple versions. Simply can’t be trusted - even to simply transcribe the consult. They seem to have forgotten what clinicians need.
Customer service is poor - if the app doesn’t work in the middle of a busy clinic - I don’t have 2 hours to deal with engineers. They have forgotten what a clinicians work day is like.

For a tech solution I sure had loads of tech problems starting up. Customer support is horrendous I’ve been chatting to them for three days now and my problem still isn’t resolved. This is because they take hours to respond to each message I send. Then they charged my card without my agreement and without actually activating my service! Appalling

I have been using Heidi Health for 7-8 months. I was initially using it in conjunction with Open Evidence to see which was the better transcription service. I initially chose Open Evidence because of its tie in with various medical publications. However, I didn't like its policies on privacy and security so I switched back to Heidi Health. From what I've researched, Heidi Health appears to have relatively robust policies around privacy and security. It's not on par with the industrial giants like Cerner, but seems to be apropos for the average practitioner. BUT, it has major problems as of late. I've had a half dozen of my note-taking sessions not get transcribed and the notes get lost. These were sessions of varying length, including some that were a few minutes and some sessions that were over an hour long. If you look on their service/support sight, it shows that they are running at 99.9% dependability, but in reality it's more like 15%. I've also been exchanging emails with the support staff and they've told me that it's fixed, but it keeps having the same problem. At this point, I've missed out on too many notes to use this service. PLEASE SAVE YOURSELF THE FRUSTRATION AND MENTAL ANGUISH. DO NOT USE THIS SERVICE. If you do, have a backup.

Unreliable connectivity and glitchy. Constantly has service down notices and log in "loop" errors

Poor support. I use Heidi intergated into Medical director. It is works well until there is a problem. Then the tech support waist your time asking technical information and requesting data. IT was stressful enough for a doctor with basic IT experience and with a busy clinic. Now I am doing IT work on top of my clinical work.
After a day of failed trying to identify the issues. They blame it on Medical Director. Instead of calling and working it out with Medical Director, they wanted me to talk to Medical Director myself.
I tried to escalate it to their manager without a good outcome.
Now still not resolved and have a back log of work.

Ongoing issues with poor transcription outputs relaying incorrect information, fabricating elements not even captured in the session, and in turn creating an administrative burden for the user having to rewrite case notes to correctly reflect meeting content.
Support waste time by asking for transcript ID's to be reviewed by "engineering team" who are consistently "unfortunately unable to retrieve them".
With a high price point such as this, there are better options out there with higher levels of accuracy that reduce administrative burden rather than inflate it.
Edit -
I have provided details and my concern was closed yesterday despite no resolution. If you see the repeated concerns raised within this thread for many months, rather than using Ai generated platitudes in responses. You ‘may’ be working toward a fix rather than your current focus on 3 Factor Authentication. Seeing below, I hold little hope for any resolution.

As a physician I needed a dictation tool to save time. Heidi by far is the worst thing I have used and would never recommend to use it. My entire dictated consult notes have disappeared for some unknown software glitch without so much as any help. its more waste of my time then help.

Update: April 28
thanks for responding.
I have stopped using Heidi so there is no point in discussing anything. I dictated a few consults, it transcribed my dictation and the moment i was going to read it through, the page just glitched and the whole transcription disappeared. There is nothing more to it and the software needs to be improved.

Overall, great resource: it saves me quite a bit of time. The support has not been easy to access and the quality seems to be trending in the wrong direction.

Unreliable to the point of being unusable. When it works it's great but it hardly ever works now.

It doesn’t function reliably for remote consulting. You can't switch to another window so you can't read the patient’s EMR during the consult or it will stop working.

Having had so many problems we all leave it open on the transcript page so we can check the words are appearing in real time, which should mean that it is transcribing. We are now finding that even then when we go to generate it will create a suspiciously short note, whereupon you find that only a few minutes have actually been captured and the remainder has been lost. If it stops it might do so for a minute or two then resume so you have to check the transcript for gaps or you won't realise it's missed chunks.

It ignores instructions and templates and no matter what we do it switches back to its own default, which is unreadable. The resulting notes look like an essay written by a verbose 13 year old.

Customer support is extremely poor. At this point i open my very regular chats with them with a list of answers to the questions they always ask and they still come up with the same suggestions “Resume, regenerate, refresh!" and "put these instructions in your template!". This is also the response when you have just told them you tried all of those steps.

They largely disregard the specifics of the issue and instead provide the above suggestions. If you don’t accept responsibility for an error, they eventually “consult engineering.” I’m not sure why, because the response always seems to be that engineering has reviewed the issue and determined the user is at fault. If you provide screen recordings they'll just never reply.

At times they take so long to reply that you’ve already signed off for the day, only to return with an unhelpful suggestion and a closing remark like, “We’re ending the conversation now- hope that was helpful!”

Edited after response:
The email I received suggests the company may try to have my review removed via Trustpilot if I don't engage with them.

Given the time already spent with customer support on these issues, I am not inclined to restart the process elsewhere. These problems are not new and remain unresolved having been repeatedly raised through their internal channels.

Busy gastroenterologist here, Heidi reduces paperwork SIGNIFICANTLY. I now talk to patients, not the EMR.

The transcription tool has been consistently glitchy, often requiring several attempts to generate a usable response. My experience with customer service has been even more disappointing. I have spent over a month being passed between various support agents. Recently, I scheduled a meeting with the technical team at their invitation, but no one attended. I joined the meeting at two different times because of discrepancies between the calendar invite and the email text; I waited 15 minutes each time, but no one joined. Hours later, I received an email asking if I was ready in six minutes for a meeting that was never scheduled.
This experience has been an immense waste of time and highly unprofessional. Rather than serving as a time-saving tool, this service has become a significant inconvenience.

Have tried for six months. Initially very reliable and accurate as scribe and thought it would be a great leap forward.
Things changed incrementally, started cutting off notes halfway (you only discover that after note generation) creating a backlog of work.
Now endless refreshes, bad gateways, unable to generate notes or can't even log on, does not seem to be functional at all.

I was initially hopeful that Heidi would help my work flow in the Emergency Dept and, foolishly, signed up for an annual subscription to the Heidi Pro version. However, even though it had worked okay when I trialed it briefly before the purchase, my next shift, Heidi was not syncing properly and I found myself wasting tremendous time trying to trouble shoot the process. After that, I messaged Heidi to explain the issues I was having. I took screen shots of the problems and sent them detailed information. They would email me back but then "close the ticket" if I failed to respond within a couple of days with a message about assuming the problem was resolved. I found that pretty annoying to assume my problem magically went away just because I was too busy to respond. I "reopened" the ticket several times, exchanged more screen shots and troubleshooting with the IT folks, followed all of their instructions but continued to find Heidi glitchy and a waste of my time. That's when I asked for a refund, or partial refund, of my annual subscription realizing I would not be using it. However, I continue to be caught in an endless loop of similar conversations with Heidi representatives and now wonder if everyone I am interacting with is also just AI, which would explain their inhuman inability to respond to my frustration appropriately. They have continued to explore the possibility of refunding my money but have not refunded anything and continue to waste my time in an endless nightmare email loop. My time is valuable and Heidi has wasted lots of it.

There are several other AI scribes that work better in the Emergency Department but it's the fake nice customer service that is the real reason for my review here.

I've been applying to several roles at Heidi in London over the past few months, but I have yet to receive any response. They do not update candidates in any way. Despite constantly posting on their LinkedIn page about “we’re hiring” and “we’re expanding,” there is no follow-through.
It’s extremely unprofessional that candidates are left completely in the dark. Whether your application is successful or not, some communication is expected. Hundreds of applicants are wasting their time submitting applications, only to be met with complete silence. This lack of transparency and basic courtesy reflects very poorly on the company.
I would caution anyone considering applying here they clearly have no respect for applicants’ time or effort.

To date, every time I have asked customer service a question, they have either not answered the question, not resolved the issue, given verifiably wrong information about content/features etc in/about the web portal/app. The complete incompetence is unacceptable and highly frustrating. This combined with numerous bugs and glitches in the app combined with very high subscription cost has turned me off of this product. I recommend everyone stay away from Heidi. Give your business to a company that has highly competent customer service, representatives, that cares, that resolves problems, that does not have so many bugs in software, and that treats customers with respect, I cannot overstate how incompetent customer service has been nor how glitchy the software is.