Zanda (formerly Power Diary)Reviews of zandahealth.com

Response from Zanda (formerly Power Diary)Oct 13, 2026

Hi Chris, Thanks for taking the time to share this, but I’m really sorry your experience has left you feeling this way. We definitely never want anyone to feel stuck with us. To give some context on our recent changes: we’ve just launched AI Insights, which lets practitioners ask questions about a client’s history and progress, and draft letters and reports using their background. Alongside this, we introduced two AI plans. Every Zanda subscription now includes AI Core at no extra cost, with 4 AI Scribe sessions per user each month, AI Insights, AI Write and other AI tools. AI Pro is optional, for practices that want unlimited use of AI Scribe and AI Insights that dig into the clients' full history. As the landscape and technology has evolved, we moved away from pay-as-you-go billing for AI Scribe, as many customers told us those costs were hard to predict. Having said that, I understand that changes like this can be frustrating, especially when they affect how you work and what you pay. And while the new AI plans will be beneficial for most practices, they may not suit everyone. More importantly though, I’m very sorry your suggestion about protecting client information didn’t get the response it deserved. Privacy and security are actually at the core of everything we build, and Zanda is one of very few practice management systems to be ISO 27001 certified. If you're open to it, I’d love to hear more about what you raised. Please contact our support team at [email protected] and ask them to pass it on to me, Fiona, and I’ll follow up personally. We're constantly making improvements and enhancing the way things work so if you have ideas, we're all ears. Hoping we can connect and and help restore your faith in Zanda. Regards, Fiona

Response from Zanda (formerly Power Diary)Jan 19, 2026

Hi Ivan, Thank you for taking the time to share this - and for staying engaged with us over a long period, even when your experience has been frustrating. We acknowledge that this isn’t the first time you’ve raised concerns, and that history matters. When issues feel recurring - whether around platform reliability, communication, or how feedback is handled - it understandably erodes trust and we’re very sorry for the cumulative frustration this has caused. Since your earlier feedback, both the product and the way we handle escalations have continued to evolve. That doesn’t undo your experience - but it does mean we’re actively trying to address the underlying problems you’ve highlighted over time, not just the most recent one. Following your recent communication, a senior manager worked with you directly to reset how the investigation was handled. This included a dedicated call outside standard hours and a deeper technical review of the browser error logs you provided. That investigation identified a conflict caused by third-party antivirus software modifying web traffic on the device, which led your browser to intermittently block required application files. We advised on using a different software, which is better aligned with modern web-based platforms and doesn’t cause issues with Zanda and other software. While this points to a device-level interaction rather than a fault within Zanda itself, it does not invalidate how disruptive and exhausting the experience felt. The feedback you have provided has been escalated internally and is being used to improve how complex issues like these are handled in the future. For your situation though, we’re happy that everything is working as expected and you now have a clear, direct escalation path and agreed diagnostics in place should anything reoccur, so you’re not forced to start from scratch again. We appreciate you being candid -even when feedback is uncomfortable, it helps highlight where trust can break down and where we should do better, not just technically, but in how we listen, communicate, and respond. Warm regards, Irina

Response from Zanda (formerly Power Diary)Mar 27, 2025

Hi there, Thank you for taking the time to leave a review—while we’re sorry to hear your experience hasn’t been what you hoped, we appreciate the opportunity to respond. After checking our records, I can confirm that from the outset, both our support and data import teams have been in regular contact to help you get set up. Based on our internal feedback and a review of recent communications, it looks like things have been progressing well—but please do let us know if there’s anything still outstanding that you need a hand with. We aim to offer flexible, helpful support across live chat, email, and meetings. When we noticed a high number of support sessions had been booked, we worked with you to streamline these into a more focused plan. This was to ensure you were still fully supported—while also making space available for other customers to access the help they needed. If chat is unavailable, it may mean the team is assisting other customers—your message is automatically routed to our inbox and we respond as soon as we can. During times of high demand, replies may take a little longer than usual, but we do our best to respond in the order received to ensure fair service coverage for all customers. If something is ever urgent, we encourage our customers to mark their message as urgent and include a brief explanation of why. This helps our team triage more effectively and fast-track the right support when it’s most needed. We understand some aspects of setup can feel tricky if you’re less confident with technology, and while we’re always here to guide and support, we also recommend reviewing our help videos for step-by-step instructions. We also suggested considering engaging a trusted Zanda Partner—who offer personalised, hands-on assistance for a fee—should you prefer extra help along the way. Our Support Agent who met with you last week let us know that your first onboarding session went well, and we understand your upcoming session should cover the remainder of your setup plan. We’re here if you need us, and wish you all the best as you settle in with Zanda. Warm regards, Meryl and The Zanda Team

Response from Zanda (formerly Power Diary)Mar 6, 2025

Hi Adele - We’re truly sorry for your frustration here and any difficulty you’ve had reaching us. That’s never our intention and we appreciate you taking the time to share your experience. As we’ve explained in the time since your initial review, our Xero integration works a little differently than you expected, and we understand how that could have been confusing. That said, we have thousands of customers using it successfully, and we’re always open to feedback on how we can improve. If you have suggestions, we’d love to hear them—please reach out, and we’d be happy to discuss them further.
 In terms of our response times, we would never ignore a support request, but it’s true that our team has been busier than usual recently, which has led to some delays. We’ve recently expanded our team to improve this, though it does take time for new members to be fully up to speed. As you’ve said here, it’s true that we don’t offer inbound calls, but that’s because we’ve found that it ties up our team and delays responses for others. Instead, we provide scheduled call bookings to ensure everyone gets fair and efficient support. If you ever need a time that isn’t available on our calendar (https://zandahealth.com/book-a-call/), please email us with a few options, and we’ll do our best to accommodate. We’re also sorry for any confusion about the call that you did schedule. From our records, it looks like there may have been a mix-up on the date, but we completely understand how frustrating that must have been for you. But most importantly, I want to clarify that we never asked you to remove your review. After your last conversation with our team, we understood the issue had been resolved and simply asked if you’d consider updating your review to reflect that. We welcome all feedback—positive, negative, or otherwise—because it helps us improve. If our request came across differently, that was never our intention, and we sincerely apologize for any misunderstanding. We’re sad to hear that you’re considering switching platforms. It’s very rare that we have a health practice that doesn’t find Zanda to be significantly better than other alternatives and we have lots of exciting features in development. If you do decide to move though, we strongly recommend carefully reviewing the privacy policies of any free software. In many cases, these platforms reserve the right to sell customer data, whereas Zanda is ISO 27001 certified and meets the highest security and privacy standards in the industry.
 If you’d like to discuss any of this further, or share your thoughts on how the Xero integration could be improved, please email our support team and ask for me—I’ll be happy to arrange a time to chat.
 Wishing you all the best,
 Fiona Harrington

Response from Zanda (formerly Power Diary)Jun 28, 2023

We sincerely apologise for the technical issues you experienced. We understand how inconvenient it can be when technology does not work as expected. The Power Diary support team values your feedback and would like to provide you with assistance. Your satisfaction is of the utmost importance to us. Please don't hesitate to reach out to [email protected] with any questions or additional concerns. Update: We understand the importance of warmth and empathy in our interactions with customers. Please know that the customer team wants to provide you with the assistance you need. Please reach out to [email protected], and we are happy to discuss possible resolutions. --Diana, Customer Success Team Manager

Response from Zanda (formerly Power Diary)Mar 22, 2023

Thank you for your response and feedback here. I can see that there has been a lot of correspondence with you over the last few weeks and we absolutely do not want you to feel unheard. As with all areas of the Power Diary system, the goal of the Customer Team is to be sure you feel confident with reconciling reports and that any issues or questions are being escalated appropriately. In this case, we have arranged to have a senior team member reach out to you and be sure that all of your questions are answered and you receive the support you need. --Diana, Customer Success Team Manager

Response from Zanda (formerly Power Diary)Jan 20, 2023

Thank you for this valuable feedback. We take data security very seriously and want to be sure you feel confident using our services. The Power Diary support team would like to help you set up user permissions to be sure that notes are only visible to the practitioner assigned. With these permissions and settings in place, users only have access to the People Menu, not individual client or patient notes. We are happy to schedule a one on one session to assist you further. -Diana