Heidi AI (Heidi Health) Reviews 

We have used Heidi Health across our multidisciplinary clinic since 2024 and have recently renewed our subscription for a further two years.

The platform is easy to use, and the seamless integration with our practice management system has been invaluable to our clinical team.

Our account manager, Alyssa, is exceptional. She is incredibly responsive, helpful and always quick to answer any questions. She has even called me directly when I needed urgent assistance, which reflects the outstanding level of support she provides.

Heidi Health has become an important part of our clinical workflow, and we highly recommend both the platform and the team behind it.

Have bought the Heidi Health remote and it has stopped working and doesn't hold charge.

After multiple emails and no reply, they keep trying to say everything is 'sorted' and that they want to close the conversation

As a user since 2024, I've seen Heidi evolve from a genuinely impressive product into a company that appears increasingly focused on revenue rather than customer experience. The software itself remains excellent, which is what makes the surrounding issues all the more disappointing.

I fully appreciate that every business needs to make money, and I have no issue paying for a product that delivers value. However, withholding referral rewards, removing discounts because a customer indicated they were considering the free version, and then justifying it with "you said you were staying on the free plan, so we removed the discount" is not what I would consider good customer service.

Equally frustrating is the level of support. Waiting more than a week for a response, only to receive repeated emails requesting the same information that has already been provided multiple times, suggests a lack of organisation and attention to customer concerns.

From the outside, there appear to be some fundamental operational and professional shortcomings within the organisation. That's particularly disappointing because the product itself is genuinely outstanding.

If these customer service, communication, and process issues were addressed, Heidi could be an exceptional company rather than simply an exceptional product.

Heidi has amazing capabilities but terrible support. For weeks I have been trying to create a customized template and book an onboarding session. Impossible. Support bots and technicians answer 1 question at a time then ghost you. Sending email to support simply is useless, all they want is for you to upgrade to a more expensive tier, effectively $1000 more per year ie almost double the current "corprate subscription cost"

I started using the app close to a year ago. In the beginning, it was fantastic. I soon upgraded to the paid version and also paid the yearly fee. Big mistake. For the past two months, the voice recognition has been making horrible mistakes. The created text now often makes no sense, medical or otherwise. I would be better off just dictating on Google.. Don't take the yearly deal. The latest "upgrade made the app close to unusable". If this is the direction AI is going "I won't be back"

Heidi has made my work so effective and transformational. It has provided me with the oppurtunity to save time on writing down notes , which would some time take away the oppurtunity to fully be present for clients and get to know them better. My presence of mind, clarity and functionality in sessions has been highly productive , it gives me sense of comfort that its a highly confidential tool and space where clients safety and ethical protocols are kept as priority!
I have contacted Heidi support system multiple times while navigating the tool, and their customer service is very professional, prompt and postively productive ! Overall, amazing experience with Heidi! So glad this space is craeted and tools are provided for us practitioners!

The concept:
Smooth hands-free transcription of medical contacts with AI support to create accurate reports.

The reality:
Glitches, intermittent and ineffective support, software not linking up with hardware, your client meetings are delayed, your headset is full of distortion.

The future:
Disconnected, living in silos, data centres guzzle resources we can't afford, the global north consumes an enormous slice of the global energy for low-impact health and social care measures, we've lost our way.

I have been locked out of my about for nearly a week now, been fobbed off with "the engineers are looking into it". This is a disgrace and highly concerning.

Such poor customer service and an unreliable tool. I recorded a long patient session and, after checking three times during the consultation, I believed Heidi was transcribing it correctly. To my disappointment, I later discovered that the session had not been saved at all.
As a paying subscriber, this is extremely disappointing. Losing clinical documentation is a serious issue for healthcare professionals, and I expected a much more reliable product. I hope the team improves both the platform's reliability and its customer support.

I pay for my whole team to use this. You would think that might get you some support… but no. The product itself is ok when it actually works but the customer service is on the floor. Expect to be told any issue is your fault, staff who talk like robots (still not sure it wasn’t a bot), being ignored repeatedly when you ask about a refund (generic ‘we’ll give you X off at the end of the year), and then when your complaints about the above are finally acknowledged and you get an apology and the promise of a team member to have a Zoom call with you… they don’t show up. You couldn’t make it up. A perfect example of AI just not being able to replicate human input (and a company that thinks their product is better than it is).

This tool has been an absolute game changer for me and my practice. We've each saved hours of time per week and our patients are telling us that their experiences have been vastly different because the personal focus is now back on them and not our computers.

I have been using Heidi Health for a couple of years. Very happy with it. I have just cancelled my subscription as I no longer require Heidi Health. The process of cancelling and obtaining a refund (because I had only just renewed a 12-month subscription) was seamless and completed very promptly. Very happy with this product and service.

This software is a complete game changer and I'm so grateful to Tom and the team for creating it. I measure the quality of a company and product on the support I get, not if any issues ever occur. I can say with sincerity that any issues that have developed (not many mercifully) have been dealt with quickly and efficiently and everyone I have needed to contact has been friendly and courteous but mostly effective!

This is the worst company in terms of customer support and follow up. Once you send a message through to their customer service, you can close the clinic and come back in 6 hours and there will be no response. If you chat with one person, they probably are servicing multiple client at a time and your turn may come in their next shift. if you communicate on a topic with one person, the system won't allow you to discuss with another if that person is off. Now you have to wait for that person you were communicating with to return in their next shift and good luck that their next shift will coordinate with yours. It has been over 2 months we are trying to use this system and have been unsuccessful to use it for even one patient. Please dont waste your money,

Lost entire notes. Vanished into thin air and their customer support did not provide satisfactory answers to ensure that this will not happen again. Shame..

When Heidi Health works as intended, it genuinely delivers. The AI-generated notes required minimal editing, and with occasional tweaks to the AI instructions — which sometimes drift from your original settings — the workflow was smooth and efficient.

Unfortunately, that changed when two significant bugs appeared simultaneously. The iPad app suddenly lost the ability to transcribe conversations in foreign languages, producing completely blank notes. Around the same time, uploading pre-recorded conversations as a backup became unreliable — sometimes transcribing successfully, sometimes throwing errors, even for recordings well over 20 minutes.

After three weeks, customer support has been responsive but unable to provide any timeline for a fix. Their current workaround? Use the desktop version and manually specify the language each time. It works — but for a tool designed to streamline clinical documentation, being tethered to a desktop and adding extra steps defeats much of the purpose.

I want to give Heidi Health a higher rating because the core product, when it functions, is genuinely useful. But reliability and a clear path to resolution matter just as much. Hoping these issues get addressed soon.

I ordered the remote control and am waiting forever. Received a code for a free month.
I was unable to enter the code at checkout and was charged for the upgrade instead of being able to use it.
The worst part is that my subscription costs me £49 per month, but downgrading it will now cost me £60 a month, £72 with tax.
Customer service not great, the remote will be returned as I can not have the excess issues.

transcription fails to work; Even dictation fails about 10-20% of the time; time lag is an issue; Very bad with medications-often gets it wrong, or worse still it comes up with its own choice of drug at times! Hence, you need to spend more time checking the transcription or dictation. It is slow to transcribe into letter-you need to do other things while waiting for the letter to be transcribed-another loss of time. After numerous complaints and submissions of transcription ID, the reply is standard-our engineer will look into it and get back to you soon-after weeks, they still haven't got back to me! They don't even bother to call you despite multiple requests-poor customer service. I was going to give a zero star if I could!

There are many things I love about Heidi when it's working properly. However, it seems I lose between 3 and 6 sessions every week for unknown reasons. I am now finding that I need to take notes while using Heidi, just in case the Heidi session note produced by Heidi is incomplete or unusable due to issues on Heidi's end. I paid a lot of money for Heidi as I thought it would save me time; however, I am starting to think I made a mistake. Over the last month, I reached out to Heidi numerous times for help. I have provided ID numbers for session recordings and photos of error messages. Unfortunately, I have not received any assistance. Customer service and reliability are very poor. I am very disappointed.

Totally unreliable. Has cost me hours trying to solve glitches. The platform has lost all my transcripts with clients and I am now going to have re-visit them. The first two sessions worked really well but then everythig since then has been lost.
Support has been poor, not resolved despite it being weeks since it was highlighted.
Total waste of time and energy.