TheraNest by Ensora HealthReviews of theranest.com

Just a heads up for other private practice owners considering TheraNest. Our practice signed up for an annual plan while we were in the process of transitioning to Jane. We realized TheraNest didn't have the functionality our practice needed long-term, so we began migrating our client files and only needed TheraNest for another month or two while we completed the transition. Once the migration was finished, we reached out multiple times to ask if they would allow us to end the contract early or work with us on a reasonable solution. They declined every request and are requiring us to pay for the full remaining year. As a result, our small private practice is now paying for two EHR systems at the same time—Jane, which we actively use every day, and TheraNest, which we no longer use at all. What has been most disappointing isn't simply the annual contract itself. It's that, despite multiple good-faith requests, TheraNest was unwilling to offer any flexibility or reasonable accommodation for a small practice that no longer needed the platform. I'm sharing our experience because I think other therapists deserve to know what to expect before signing an annual agreement. If there's any chance your practice may outgrow the platform or you're considering it as a temporary solution while transitioning to another EHR, make sure you're comfortable with the possibility of paying for the entire year regardless. Please read the annual contract carefully before choosing TheraNest.

The site is difficult to navigate through. There are many times I post my notes only to have them upload on my review, but then when checking back on the fairness site, they are not there. Some of my clients have not been notified of upcoming appointments, I am not being notified of 90 day treatment plans, and communication between my office and me are less than fine.

While TheraNest has reliable performance, navigating its features can be somewhat awkward. Since the acquisition by Ensora about a year ago, I've noticed a significant decline in the quality of their customer service, particularly with the sales support teams. They often seem unfamiliar with the details of the platform. Although their "Essential plan" remains one of the most affordable options available for EHRs, it does fall short in terms of capabilities. Additionally, the sales representatives tend to be secretive about the "annual plan," which offers a discount. I've also observed that they have substantially increased prices for "grandfathered" customers from the original TheraNest. While tech support does take longer to respond now, I must commend the professionalism and helpfulness of their support staff. I genuinely appreciated TheraNest when it was an independent company, but I’m now considering a transition to a different platform.

The quality has decreased about 80%. I have it since 2018 and every time you complain their team used to get back with you immediately and resolve the situation. It has been more than 2 months were we can not upload documents directly and still waiting, there is something new couple of months and they take forever to resolve the situation or get back to you.

The quality of Theranest has declined in recent years. I am experiencing issues 2-3 or more times a month with slow response/loading times or pages not loading at all. I am also unhappy with the customer service response, which as of late takes a week or longer to hear a reply and by that time, the issue has resolved itself. I am thinking I will be talking to my practice owner about switching because the constant issues are unacceptable and impacting my ability to schedule and take notes.

I have been with Theranest since the very inception of my agency in 2016! I scaled from a solo practitioner to almost 20 employees and Theranest really assisted in that. I loved how easy it was to scale then. At the time, I reviewed them somewhere with a 5-star review and they even used my review on their sign-up page as an advertisement! Unfortunately, my experience with them has changed drastically over the last year or two. My hypothesis is that the change came about the time that they were bought out by a bigger company. Ever since then there has been issue after issue; some small, some large. At this point they have cost my business substantial money several times because of their inability to process claims or for a myriad of other problems related to simple daily use. The customer service when these issues comes up is usually mediocre these days (it used to *REALLY* good) and they often don't get back to me or my staff, or they give us some useless response. I am really angry at the many times that they have cost me money as it feels like they have no real accountability. The best way I can convey how unhappy I am with this company in it's current state is to tell you this: I have maybe 600 clients in total at my agency, so to change EMRs would be a HUGE difficulty. So huge that I have been afraid to do it. I even have a friend/colleague who also has a a large-ish practice that was with Theranest and he got fed up with them and switched because they were forcing him to have hundreds of claims stuck somewhere in EMR cyberspace and he changed EMRs but because of some issues with the state Medicaid program and because his timing was so off with his intent to switch away from Theranest, his practice has almost gone belly up. So needless to say, I have been *AFRAID* to switch. But, having said all that, just today my staff brought up switching again after the umpteenth issue my therapists have had just doing basic daily work on the EMR over the last month and I finally reached the end of my fear of changing because of my anger with this EMR and we are officially taking our entire agency elsewhere. I am warning anyone that is considering Theranest to look elsewhere. This company has gone down the drain. They used to be so good but now, like I said, they are an absolute liability for my business. *MAYBE* if you are a solo practitioner, Theranest's issues might be manageable, but if you're not, consider yourself warned; Theranest is now a liability for your business. Proceed with extreme caution.

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.

Freezes up frequently.