TheraNest by Ensora Health Avis 

While I appreciate how user-friendly the Theranest interface is, like others, I am continually dissatisfied with the quality and responsiveness of customer support.

Obtaining timely assistance is always a challenge with Theranest because of the absence of a direct customer service phone line. This limitation has led to delays in issue resolution and increased frustration for my business.

In light of these concerns, TheraNest has recently initiated to enhanced support services and these appear to be strategically aligned with the launch of their new Revenue Cycle Management (RCM) service. Given that RCM services inherently demand robust customer support due to their complex nature, the existing deficiencies in TheraNest's support infrastructure raise questions about the potential success of this new offering. Without substantial improvements in customer support, it is likely that the RCM service will encounter challenges similar to those experienced with the EHR system.

Sadly we have had a very poor experience working with Theranest. They misrepresented many items and the support is terrible. They have lost accounting for months of claims and we still have no resolve. We can’t get a live person to assist. The VP has not responded either. We have months of claims they cannot account for nor provide answers to.

Theranest "support" has been unresponsive to a software problem. I have exchanged over 40 emails with them. They report "escalating" multiple tickets, yet, to my astonishment, they keep asking me what the problem is! How is it possible after a month and 40+ emails that I am still helping them define the problem?

Great when it works, horrible when it doesn't. I enjoy the capabilities including customizable forms & progress notes. It's easy to provide oversight from supervisor-->supervisee. However, custom forms started not working (for example - our custom intake note which is required for our billing model) 2 months ago and customer service has been horrible. They won't provide timelines, they don't provide solutions, and they don't seem to have any sense of urgency. We will be seeking a different EHR because of this lack of customer service.

I love Theranest. They have a great and responsive support team. The platform is user-friendly and they continue to invest in making updates to improve our experience.

The platform for meeting the needs of my counseling practice is very good. I am completely satisfied.

Very responsive all the time.

Writing notes has been easier using TheraNest. It's an excellent tool for keeping track of my session notes. Also, scheduling clients saves time.

Great experience

Tons of glitches with saving notes which makes working for difficult. For clinicians in private practice, very difficult to reach customer service and get a helpful answer when you actually need it. They answer your email several days later when you've moved on and can't address that issue in the moment.

Theranest was initially great and then after several "rebranding" events was terrible. I would put zero stars if I could. I couldn't log in or would be asked to change my email and be logged out. And if I could log on I couldn't actually see my client or use the video session option despite using the service quite well since 2022. I am a solo practice with 25 active clients and if you don't respond immediately to their email to address your concerns they close the ticket. Additionally I got things like "clear your cookies". I have several computers, one brand new and regardless of what I did it did not work. Additionally when I called to cancel they indicated they could not cancel my subscription that I would need to log in and cancelled it. Ultimately it was cancelled via telephone and when I asked for a refund for the amount deducted yesterday for the continuing service I was told you could only get an email sent to address that. So there is really no customer service. I switched to another platform last week and wow. It is so easy and intuitive. I feel like I've been working way harder than necessary with Theranest as this new service is so much better for managing my practice.

Having to login in several times a day is a little nerve wracking.

I like everything about TheraNest, except for when completing a regular psychotherapy note there is a limit on the amount of text I can type. This is occasionally a problem. For example, when I have a patient they I have to assess for suicide/homicide and do extensive documentation which is necessary for clinical care, but also for my own liability, this can create a significant issue. I would like that one parameter to change.

Very easy to navigate.

Reliability, accountability, and affordability are why I continue to use this service.

Easy to navigate and excellent customer service.