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.
Claim your business profile now and gain access to all features and respond to customer reviews.
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
