TheraNest by Ensora HealthReviews of theranest.com

Great customer service.

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.

TheraNest is easy to use and the support is great! The learning curve is negligable and within a few minutes, you're off and running!

Theranest is in the midst of a transition to a new clearinghouse and it has been an unfortunate move for this company. Excellent customer Service ratings were the #1 reason I chose this EHR. Now you have to schedule a call 3 weeks out to get a question answered. It is really disappointing to say the least and may very well cause me to transfer to a new EHR.

TheraNest could be great software. It has so many good features. However the complete absence of telephone support together with the false statements about HIPAA compliance made it a costly mistake for us. Unfortunately, now we are stuck and having to find multiple work-arounds to avoid HIPAA violations. Once you put all your information in and begin using it, there's really no way out. Sadly, they missed the "Portability" part of HIPAA and it is nearly impossible to export client files. Further, they don't seem to be responsive AT ALL to customer requests for much-needed improvements. Sorry, but I can't recommend it.

Theranest was, without question, a 5 star company when I first began using them about 2-3 years ago. I raved about the intuitiveness of the software, ease of use, ready availability and helpfulness of technical support staff, and their friendliness. I am rating it 3 stars now because the past few months I have really seen a downslide in the availability of assistance, the ease and accuracy of using the software, and the responsiveness of the staff to very serious problems caused to my practice and bookkeeping. The company raised customer fees about 80% with little warning a while back. At that point, I was happy to pay more because of the above mentioned delightful experience with them. Since then, however, I have encountered headache after headache while trying to switch over to a new clearinghouse they are integrating into their program. Numerous errors, delays, and miscommunications have occurred with this process, which should have taken a few weeks at most. During this 6 month time period, I have also found that I can no longer reach their support staff by phone. Voicemails now aren't always returned. When messages by phone or e-mail are returned, the time to respond has been very inconsistent (whereas they used to be consistently prompt, friendly, helpful). Furthermore, this transition has recently produced a problem with my billing reconciliation that has caused hundreds of errors to my patient accounts. Their response to this has been unbelievably inadequate. While being pleasant and trying to research why it happened (they have always been good about this), I have been told there is nothing they can do to fix the problem so my accounts can be accurate once again. They have not apologized for this problem, and I have seen no effort to retain my satisfaction. This is not the company I started working with. I am not sure if they have grown too quickly and staff are over-burdened, or whether this new clearinghouse transition has been more than they could handle, but I am highly disappointed and considering taking my business elsewhere if things don't improve. Such a shame given what a fantastic experience it was to work with them for so long. I do hope they will turn this around.

The software needs some serious work. I have multiple unanswered trouble tickets with issues that I can’t get resolved. Every time you call their phone number, you get 2 minutes on hold before it tells you to leave a voicemail. They do not return phone calls timely if at all. They have a chat feature, but do not answer that either. If they do answer a week later, they didn’t read your original question more than likely.