Heidi AI (Heidi Health) Reviews 472

As a physician I needed a dictation tool to save time. Heidi by far is the worst thing I have used and would never recommend to use it. My entire dictated consult notes have disappeared for some unknown software glitch without so much as any help. its more waste of my time then help.

Overall, great resource: it saves me quite a bit of time. The support has not been easy to access and the quality seems to be trending in the wrong direction.

Unreliable to the point of being unusable. When it works it's great but it hardly ever works now.

It doesn’t function reliably for remote consulting. You can't switch to another window so you can't read the patient’s EMR during the consult or it will stop working.

Having had so many problems we all leave it open on the transcript page so we can check the words are appearing in real time, which should mean that it is transcribing. We are now finding that even then when we go to generate it will create a suspiciously short note, whereupon you find that only a few minutes have actually been captured and the remainder has been lost. If it stops it might do so for a minute or two then resume so you have to check the transcript for gaps or you won't realise it's missed chunks.

It ignores instructions and templates and no matter what we do it switches back to its own default, which is unreadable. The resulting notes look like an essay written by a verbose 13 year old.

Customer support is extremely poor. At this point i open my very regular chats with them with a list of answers to the questions they always ask and they still come up with the same suggestions “Resume, regenerate, refresh!" and "put these instructions in your template!". This is also the response when you have just told them you tried all of those steps.

They largely disregard the specifics of the issue and instead provide the above suggestions. If you don’t accept responsibility for an error, they eventually “consult engineering.” I’m not sure why, because the response always seems to be that engineering has reviewed the issue and determined the user is at fault. If you provide screen recordings they'll just never reply.

At times they take so long to reply that you’ve already signed off for the day, only to return with an unhelpful suggestion and a closing remark like, “We’re ending the conversation now- hope that was helpful!”

Edited after response:
The email I received suggests the company may try to have my review removed via Trustpilot if I don't engage with them.

Given the time already spent with customer support on these issues, I am not inclined to restart the process elsewhere. These problems are not new and remain unresolved having been repeatedly raised through their internal channels.

Busy gastroenterologist here, Heidi reduces paperwork SIGNIFICANTLY. I now talk to patients, not the EMR.

The transcription tool has been consistently glitchy, often requiring several attempts to generate a usable response. My experience with customer service has been even more disappointing. I have spent over a month being passed between various support agents. Recently, I scheduled a meeting with the technical team at their invitation, but no one attended. I joined the meeting at two different times because of discrepancies between the calendar invite and the email text; I waited 15 minutes each time, but no one joined. Hours later, I received an email asking if I was ready in six minutes for a meeting that was never scheduled.
This experience has been an immense waste of time and highly unprofessional. Rather than serving as a time-saving tool, this service has become a significant inconvenience.

Have tried for six months. Initially very reliable and accurate as scribe and thought it would be a great leap forward.
Things changed incrementally, started cutting off notes halfway (you only discover that after note generation) creating a backlog of work.
Now endless refreshes, bad gateways, unable to generate notes or can't even log on, does not seem to be functional at all.

I was initially hopeful that Heidi would help my work flow in the Emergency Dept and, foolishly, signed up for an annual subscription to the Heidi Pro version. However, even though it had worked okay when I trialed it briefly before the purchase, my next shift, Heidi was not syncing properly and I found myself wasting tremendous time trying to trouble shoot the process. After that, I messaged Heidi to explain the issues I was having. I took screen shots of the problems and sent them detailed information. They would email me back but then "close the ticket" if I failed to respond within a couple of days with a message about assuming the problem was resolved. I found that pretty annoying to assume my problem magically went away just because I was too busy to respond. I "reopened" the ticket several times, exchanged more screen shots and troubleshooting with the IT folks, followed all of their instructions but continued to find Heidi glitchy and a waste of my time. That's when I asked for a refund, or partial refund, of my annual subscription realizing I would not be using it. However, I continue to be caught in an endless loop of similar conversations with Heidi representatives and now wonder if everyone I am interacting with is also just AI, which would explain their inhuman inability to respond to my frustration appropriately. They have continued to explore the possibility of refunding my money but have not refunded anything and continue to waste my time in an endless nightmare email loop. My time is valuable and Heidi has wasted lots of it.

There are several other AI scribes that work better in the Emergency Department but it's the fake nice customer service that is the real reason for my review here.

I've been applying to several roles at Heidi in London over the past few months, but I have yet to receive any response. They do not update candidates in any way. Despite constantly posting on their LinkedIn page about “we’re hiring” and “we’re expanding,” there is no follow-through.
It’s extremely unprofessional that candidates are left completely in the dark. Whether your application is successful or not, some communication is expected. Hundreds of applicants are wasting their time submitting applications, only to be met with complete silence. This lack of transparency and basic courtesy reflects very poorly on the company.
I would caution anyone considering applying here they clearly have no respect for applicants’ time or effort.

To date, every time I have asked customer service a question, they have either not answered the question, not resolved the issue, given verifiably wrong information about content/features etc in/about the web portal/app. The complete incompetence is unacceptable and highly frustrating. This combined with numerous bugs and glitches in the app combined with very high subscription cost has turned me off of this product. I recommend everyone stay away from Heidi. Give your business to a company that has highly competent customer service, representatives, that cares, that resolves problems, that does not have so many bugs in software, and that treats customers with respect, I cannot overstate how incompetent customer service has been nor how glitchy the software is.

Customer service is non existent for a product that in theory sounds great but has a lot of issues. I waited hours just to get a generic message back from chat support.

since the mobile app update it has become very difficult to use. Why change something that worked and was simple to use. Don't waste your effort with this one - there are better alternatives.

I was paying all this money for a service that has cost me hours of time and money in the end. I had conducted several interviews and later on needed to add some data to the transcript which then caused my older transcript to be overridden. This resulted in me losing all of my previous work, spending hours trying to fix it, and having to re-do interviews with clients. This was not clearly stated and should never have occurred. I have lost so much money and time. No offer for any compensation just an apology that their system deleted my work and to go from there. This platform is not worth the stress.

Wow. This is the most efficient and straight forward interaction I have ever had with a company customer support. You are fantastic, Joel. 

I’ve been trying to cancel my free trial for three or four days before the renewal date and they completely ignored every single one of my emails. I sent four emails, tried reaching them on the chat, cancelled the subscription on my account, and they STILL charged me. I also still can’t find a way to contact anyone to get my money back.

This service is absolutely ridiculous. Outrageous customer support. I’m honestly shocked.

I have tried deleting my account multiple times to no avail, just says unable to delete. I’ve messaged multiple times, tried chat, email and yet still my account is active. I find this worrying as if they refuse to delete my account what else are they keeping?

Completely unreliable PC app and terrible customer service. The app repeatedly freezes when I end the recording, and nothing is saved. I have contacted the help service, they say that it is a known issue and they cannot tell me when it will be fixed. They will not provide a refund because that is their policy. It is completely unacceptable to be selling a service which is then not provided. The complete lack of concern for the customer adds a whole other level of annoyance, they show absolutely no care in their replies. Appalling

The product itself is gamechanger for my clinical practice. I find it reduces workload while increasing compliance, and the ability to glean info from previous sessions.
I initially had some very stressful issues with billing which is why this isn't 5 stars, but it did get sorted out in the end although it did take a month. You have to put in card details for the short free trial and no warning (that I saw) before your account is debited for a year. If you have any discount codes make sure to apply this on the trial as it can't go in retroactively. A fly in the ointment of an otherwise great program.

After months of trials.

Decent BUT - considering the soon to be available plethora of options it’s expensive. Never liked any supplier with millions raised charging for API integration! It’s meant to bring them more business and it is strange they want people to pay an integration fee per user per month! As an EHR provider, small in size, a minnow it’s pricey. They are focusing on a whole lot of added features which adds Noise rather than value, especially as it’s only an ambient scribe - something most EHR makers can create inhouse eventually as it’s way more cost effective.

It appears hit and miss to me. There were more than one occasion, the patient's version was not transcribed at all. I was told it was because I was still using the web version, and the app is better. It appears the best solution till I become confident is not to entirely rely on Heidi, and to do my own typing of the patient's interaction. For now, my plan is to use Heidi as an experimental tool, and not to replace conventional documentation yet.