Grow TherapyReviews of growtherapy.com

I've been with Grow for 2.5 years now. Overall, the platform is quick to fill open spots on my caseload and client retention has been fairly good. I like the set rates and predictable pay schedule as well as being able to select which insurances I'd like to work with, and the matching process has been great. However, their portal glitches A LOT and the customer service is terrible. It's a shame because otherwise I wouldn't have any complaints. This seems to have gotten noticeably worse over the past few months. My camera and microphone have stopped working randomly while working just fine in other platforms. My access has also been randomly eliminated right before sessions. One time, the team randomly changed my log in email without asking. I had a log in for both the provider and client sides with two separate emails. They decided to eliminate my client portal with all of my own therapy sessions and notes and transfer that email to the provider side, taking the other out. I found out about this only when I tried to log in and couldn't. It was an absolute nightmare to regain access. In all of these cases, I've had to try to reschedule sessions last minute and lost out on a ton of income. Many new clients didn't come back, understandably. In another situation, they sent me a form to update my liability insurance via email. I completed the form and submitted my updated policy as directed. Apparently, this didn't propagate fully through their system. I was completely locked out of the portal without warning again because "I didn't have an updated policy on file" even though I did. I wasn't given any explanation. When you're locked out of the portal, mind you, it takes a lot of investigation and workarounds to try to contact the team at all as they're typically only accessible in the portal. In each of the lock out cases, I had to search for a hard-to-find manual form online (which I now have bookmarked). If you just go to the general site, it'll tell you to log in to speak with the team...impossible when you're locked out. When they eliminated my access due to apparently not receiving the form with the policy, the response from the team about what happened came 4 days later! All of my clients and I were left hanging without an explanation in the meantime. I had 5 no-shows on my end because the clients were just added to my schedule, the only way I could have known this and contacted them was through the portal and I had no access. Needless to say, I lost most of those new clients. And when no-shows are reported, tickets are automatically opened and this reflects negatively on the provider. So, I had to address all of these and get the negative marks cleared from my profile. Also, in order to get credit for the sessions, you have to see the clients in the portal. So when you're locked out, you can't just host a session in Zoom or another HIPAA-compliant platform. You simply cannot see the client. It's been an absolute nightmare. I've lost thousands of dollars in income because of this. But, most importantly, clients are unable to receive the care they deserve when this happens and it has happened so frequently, most just drop. I hope by sharing my experience with the customer service team and restrictive in-portal environment that changes are made to make this experience easier to navigate for providers so we can deliver optimal client care.

It was hard to contact support via phone.

Once we finally connected with our counselor on Grow, very helpful 1st session.

So far I see unorganized system with app consisting errors and people who try to help without communicating.

The therapist I was linked to is not a good option for me.

I like that I am able to use my health insurance with my doctor. I dislike the quality of the audio and visual of the video quality compared with Zoom. The image is muddled and the sound is distorted and I am constantly asking her to repeat herself.

I spent time answering a lot of questions prior to my session. Somehow, those answers never got to the therapist, so we spent too much time during my first session answering those questions again. What happened to all the answers entered? I did not want to spend so much time on intake, especially repeating my answers. It is not clear how much I’ll owe for the session, as a large range was given on the scheduling screen, followed by “covered by your insurance.” Either way, the bottom of the range was more expensive than similar services I’ve tried in the past. It’s unfortunate that my trust in your systems has already been compromised.

In Florida, it is impossible to get individually paneled as a therapist. I use Grow Therapy to run the insurances the other platforms won't accept. 5 stars for insurance accessibility. 1 star for the rest of it. As a clinician on Grow, you are powerless to access information about the client's insurance if this is an issue. The help is also helpless without access. The issue then gets kicked back to the client (whose likely stressed and overwhelmed already). The scheduling system is wonky and not user friendly. They are very pro-insurance and make sure to get every detail. It's uncomfortable to feel so managed. You also get feedback on your notes! The deadline on notes is short (but reasonable) but not being able to adjust an appointment "in the past" is a pain when balancing 3 calendars in real time. January is extra stressful, as everyone's insurances have changed, deductibles have reset, etc. It took me 6 months to get quick with the notes format.