SimplePractice

Chloe Gross

5 months ago

★★★★★

Not user friendly or well set up, minimal customer support, way overpriced. I have not been able to charge certain clients through their billing system for weeks. I waited two days on the customer support line for an hour only to be told I would be contacted at a later time.

J A

5 months ago

★★★★★

I've been a therapist for 25 years and for all but this last several months I've had my own in-house record-keeping system. A colleague recommended Simple Practice (SP) to "simplify" my system. I struggled initially but eventually, ERRONEOUSLY began to like the program. UNTIL recently and then... DISASTER. I got a message that there was a charge-back from a client and the client the system named was the fake client Simple Practice (SP) sets up for you to practice. This was extremely alarming because there was no reasonable explanation for how that happened unless someone had hacked my account and had access to my banking information: more on that in a minute. I had an earlier event where somehow my client and I were on at the same time she was paying, I was charging and I accidentally charged her over $2000. I knew it immediately! There is a void button with my other merchant processor for these kinds of mistakes. I typed URGENT multiple times in the bot system. I typed "talk to a human, URGENT. Emergency", etc. I hit the bot as many times as I could to try to escalate to a real person. I NEVER HEARD BACK FROM THEM. NEVER. Eventually, the bot told me I had to refund, which of course costs money as opposed to a void, and also, messes with my client's bank account. NOT OK. But not as serious as thinking my account has been hacked and a fake client has access to my business account. I became frantic, wrote FRAUD. HELP. TALK TO A PERSON. Over and over again. I found out about the problem on a Tuesday, by Friday, having heard NOTHING from them, I went to the bank and closed out my business banking account that I've had since 2005 and opened two others. I am still in the process of contacting the automatic withdrawal businesses and will be doing so for a bit. ALL WAS AVOIDABLE HAD THEY CONTACTED ME. I tried to call. THIS IS IMPORTANT. There is NO PUBLISHED phone number for them. I contacted a long list serve of other therapists who all said they had the same problem and never actually talked to anyone but eventually (don't miss the importance of that word, EVENTUALLY) their problems were addressed via email. A therapist finally quietly gave me a phone number to call. I called it, waited on line for 20 minutes and then an automated reply that said, "there is not an agent available to talk to you, please leave a message" I called back to every option they offered and left the message "URGENT. EMERGENCY> HELP

Jennifer Noble

2 years ago

★★★★★

I have been using Simple Practice since 2018. It seems cliche to say that this platform makes running my practice simple, but in this case that really is the best word. I think for me there are 3 things that make running my solo private practice almost too easy. 1. Scheduling. I love that I can schedule clients for weeks at a time. I can properly schedule clients who are every other week and weekly and be able to add in one-time sessions in between and minimize the problem of double booking myself. Clients can cancel themselves and I can also see who would be in person or virtual. I love that I can create any time of appointment so that I don’t schedule clients without leaving time for eating. The scheduling includes the billing codes, alerts before each session and much more so it’s not something easily recreated in google calendar. And now that other calendars and Simple Practice can sync, it makes my weekly schedule that much more simple. 2. Billing. There was lots of intimidation around bilingual insurance. Enter Simple Practice. I still cannot believe that I can submit billing for multiple clients at once with one click. That’s it. And if I ever have an issue (very rare) the customer support is so good, they give step by step instructions to fix the issue making email communications simple as well. 3. Telehealth. My clients love that they can join a session from their iPad, laptop or phone with the click of a button. This is great for adolescent clients and allows for using a backup device in the moment if a laptop or phone dies mid session. They can send a message while on session in the chat or I can share my screen to work on exercises when needed. It has been super simple to have family sessions on multiple devices when needed. Running a practice from intake to termination is so easy that sometimes I feel like I’m forgetting to do something. It’s almost too simple. But guess what, Simple Practice even alerts you when you forget to do a note or a client has an outstanding balance, so even forgetting is made simple too!

Patrick Davey Tully

2 years ago

★★★★★

SimplePractice is a really collaborative electronic health record system. I have actually visited the Santa Monica, CA headquarters multiple times: prior to 2020 and then in the newer location quite recently. It has been amazing to meet people in person that work there. I appreciate being able to utilize the built-in marketing features to receive in-network referrals. SimplePractice has an internal feedback forum that I have found to be helpful in relaying feedback to SimplePractice engineers directly about current and potential features. I do appreciate the speed of SimplePractice and the customization that allows for my own forms to be used. I was really disappointing in competitor products that had fixed forms that could not be customized, or weren't as intuitive. I've also found insurance billing to be so simple, as I can be in network and not be forced to use some haphazard system that isn't user-friendly. Over the years, the features have improved and made things more simple but robust too. As a clinician who uses scheduling features, insurance features, telehealth, and marketing, I see this platform as one that I can collaborate with. They recently launched measurement-based care, which is excellent for insurance needs. The platform keeps growing and I have been pleased in the recent advancements in being able to connect to support staff and personalized assistance with specific claims when I've been confused as to how to navigate a certain report (only has happened a few times). I look forward to continuing to use and benefit from SimplePractice, and look forward to the refinement of existing features and introduction of newer ones too. The platform is HIPAA-compliant and takes security seriously. When I've asked them about features, security has always been clearly a top priority rather than an assumed piece of the puzzle, which is nice to experience.

Max Rubenstein

2 years ago

★★★★★

Customer service and ability to actually reach them and come to a resolution is poor. I originally used luminello who I had a positive experience with. They were acquired by simple practice and I had quite a negative experience. Their billing was almost predatory in nature and even though I stopped using services refused to refund me. Cancelling is also an extensive process. Definitely do not recommend if you want to have productive and helpful customer service interactions.