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!”
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Heidi is building an AI Care Partner, with a mission to double the world’s healthcare capacity by supporting every stage of care delivery. In addition to its popular AI scribe, Heidi has introduced Evidence – giving clinicians access to trusted medical research to support clinical decision at the point of care – and Comms, a calls function that enables healthcare teams to coordinate patient communications. Together, these capabilities support various aspects of the clinical workflow, enabling clinicians to focus on providing quality patient care.
Heidi supports more than 2.5 million consults each week in 110 languages from 190 countries. Founded in Melbourne, Australia, Heidi has raised $96.6M USD from global investors including Point72 Private Investments, Blackbird, Headline, Phoenix Court's growth fund - Latitude, Possible Ventures, and Archangel. Heidi adheres to international standards including the NHS, HIPAA, GDPR, and Australian Privacy Principles, and has obtained enterprise-grade security certifications such as SOC2 and ISO27001.See more
