Review Time
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!”
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!”
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.
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.
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.
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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
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