TherapyNotes, LLCReviews of therapynotes.com

I had to update the clieny's Treatment Plan and needed to include the new Objectives in the progress note for the date of the session.However the Therapy Notes portal will not allow me to change it. How can I change or include the new objectives for this client?

Our Therapynotes experience started reasonably well in 2022, however, in the last two years, the costs have risen, the system is less reliable causing frustrating burdens to staff, their customer service has been less helpful (ie, we frequently get told they are “working on it” and receive no help or even worse, sent through a number of task that take up our time and STILL do not remedy the issue), and worst of all, their recen migration to a new eprescribe system has been a nightmare and resulted in obstruction of patient care.

The telehealth is beyond unreliable. I've had to cancel so many sessions because the audio and video rarely works. Clients get extremely frustrated when this happens time and time again.

The software is fairly easy to use for notes and doesn't ask too many extraneous questions. With technical issues such as completing claims paperwork, customer support is prompt and usually helpful. My main and significant frustration is with the slowness of TherapyNotes' response to the Change Healthcare crisis. Other EHR systems, such as TherapyBrands, have found workarounds to process claims from major insurers within weeks. It's been months and 75% of my claims are still not being processed due to TherapyNotes' long delay transitioning to another clearinghouse. There has been little accountability in terms of when the process will be completed and their slowness has created financial stress for me and my family.

Is TherapyNotes changing its service and focus w/o transparency to its clients (us)? They used to be so handy and helpful. What is going on? For the past nine days, I'm sorry to report that getting any help from TherapyNotes has been subpar, inefficient, and unprofessional. When you call the helpline, they have an automatic message recording, directing you to their FAQ and help articles to address your problem. However, the articles in TherapyNotes do not address the issue (Yes, we spent time reading the help articles). I hope the trend in poor service is just a 'blip' and TherapyNotes hires people to fix the problem instead of pinning the blame on matters outside their control. For example, I was told last week, after a 40-minute wait, that the specific matter would be fixed within 42 hours. It was not. So, we gave them four days to correct the problem, and the wait time was 122 minutes; today, I am caller number "43," and the wait time is 51 minutes. I want TherapyNotes to invest time in helping their clients instead of focusing on entering another 'screener' on their platform. We already have these screeners in our practice. The help center used to be so handy and helpful. What is going on? Are they directing their resources to work with a clearing house and, eventually, insurance companies? Can TherapyNotes's management invest and help their call center people? TherapyNotes has a lot of small costs that can add up, too, one needs to consider. In our small practice, we are experienced out-of-network providers (we use our energy and resources to help clients, and we are not interested in investing resources (aka 'charting mill' towards fighting insurance providers to cover care for their client's mental health coverage).

It is great when it works, when it doesn't work be prepared for tech support to tell you, it is a YOU problem and nothing that they can help with. Yesterday we got 10 denials for patients/code that have been paying perfectly with an error code. The customer service rep could only read us the message we already read which prompt the call for support. This was not the first time this year this has happened, so we knew there was nothing wrong on our end. TherapyNotes support would not even look into the issue but told us to call elsewhere. Today, they release a notification saying this is an ongoing issue. Yesterday, they wouldn't even take a second to explore if this was an internal issue. This issue has been happening since Jan 1 and has not be resolved and it is almost March. We constantly get emails "updating" us that the clearinghouse is "now" working with the payer (the clearinghouse in which there was absolutely no issue with, according to TherapyNotes)

I’m 3 weeks into trying to be approved through merchant services with no real explanation from support services. It doesn’t matter how good any of the other services are if clients can not be charged for sessions. Hard to start a new business without collecting payments.

I am a Nurse Practitioner in a behavioral health clinic that is predominantly therapists. I am the only individual that prescribes medications. I really wish I could tweak templates for the psychiatry notes as I see fit--design my own so to speak. Have certain phrases and things built into every note, etc. Physicians/NPs/PAs notes are centered around a SOAP format, which TN does not follow at all. There are numerous areas for subjective content (ROS, symptom description) and then objective content would be the MSE, physical content, and objective content. Why is this all over the place? Assessment and plan generally go together, for instance: ASSESSMENT & PLAN: Major depressive disorder --Continue blah blah --Follow up in blah blah Our assessment is not better or worse than last visit. Our assessment is our diagnosis. There are so many random boxes to put in information--it is very clunky. Also please have it calculate the age at the top rather than just showing the birthday. Every other EMR shows DOB and the age such as "2/2/18 6yo F", etc. It is much quicker to see the age, especially with pediatrics where FDA indications of meds vary on age. Yes, I can do math, but when I have a patient every 20 minutes not doing mental math saves me a ton of time. Also we use A LOT more screening tools than the PHQ and GAD (at least I do). It would be amazing to have more of these included and also to be able to pull these into the note rather than having to type out PHQ 9 Score: X. Can we please get an auto-save feature?!? It is so annoying to have to scroll all the way down to the bottom to save. Again, when you are a very busy provider all of these extra scrolls, clicks, etc. which add time to your workflow and these getting rid of these little things helps so much! I have many more suggestions. I would love to work with TN and have them consult me to spruce up the psychiatry notes and make them more user friendly for the work that we do. Let me know who to contact to make this happen! :)