Customer Reviews (500)

Wishing well .com • 2025-03-20T14:18:13-07:00

I would highly recommend Demetria for therapy. Anything you may be struggling with, she is a wise Counselor . You will feel safe engaging in dialog and finding tools to work with!

Ice queen 26 • 2025-03-19T15:01:09-07:00

They are great and. Help me become better and June is the sweetest person ever and she helped me not want to kill myself and also she is the reason why I’m still on this planet and I just love her she is so kind and she get my sense of humor and I love that about her and I love that she is patient with me

erin31287 • 2025-03-19T12:59:48-07:00

I wish there was an option for you to change the background when taking videos calls on your phone.

Summary of Key Insights

The Telehealth by SimplePractice app receives mixed reviews, with a significant skew towards positive experiences. While many users praise its convenience, ease of use, and the ability to connect with therapists remotely, a substantial number report technical issues such as connectivity problems, audio/video glitches, and app instability. A notable portion of reviews also contains comments praising individual therapists, which while positive, do not directly address the app's functionality. The overall sentiment is moderately positive, but the persistent technical issues need to be addressed to improve user satisfaction.

  • Overall Rating: Approximately 4.3 stars (based on the score distribution)
  • Key Strengths: Convenience, ease of use (when it works), accessibility to therapists, HIPAA compliance.
  • Key Weaknesses: Connectivity issues, audio/video problems, app instability, battery drain, lack of features compared to other video conferencing software.
  • Sentiment: Moderately positive, but with significant negative feedback regarding technical performance.
  • Score Distribution: 5-star: 64.4%, 4-star: 6.8%, 3-star: 9.8%, 2-star: 4.8%, 1-star: 14.2%

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: The reviews appear to be from 2023 and 2024, with a concentration in the latter half of 2024.
  • Analysis Methods:
    • Sentiment Analysis: Manual assessment of the overall tone of each review (positive, negative, neutral).
    • Keyword Extraction: Identification of frequently mentioned keywords and phrases related to app functionality, user experience, and technical issues.
    • Topic Modeling: Grouping reviews based on common themes (e.g., connectivity problems, therapist quality, feature requests).

Key User Pain Points

  • Connectivity Issues: Many users report frequent disconnections, difficulty connecting to sessions, and problems with the app recognizing their presence in the "waiting room." This is a major source of frustration.
  • Audio/Video Problems: Blurry video, distorted sound, echoing, audio lag, and complete audio/video failure are commonly reported. This significantly impacts the quality of therapy sessions.
  • App Instability: The app crashes, freezes, or requires frequent restarts. This disrupts sessions and wastes valuable time.
  • Link Issues: Shortened telehealth links often redirect to the app store instead of directly opening the appointment.
  • Battery Drain & Overheating: Some users report that the app drains the battery quickly and causes their phones to overheat.
  • Lack of Features: Compared to other video conferencing software, this app lacks features such as background customization, screen sharing, and the ability to reposition the user's video feed.
  • Login Issues: Some users have trouble logging in, or the app asks for credit card information without explanation.

Frequently Requested Features

  • Background Customization/Blur: Users want the ability to change or blur their background for privacy.
  • Screen Sharing: Clients want the ability to share their screen with therapists to show documents, calendars, or other information.
  • Picture-in-Picture Control: Users want to be able to move or resize their own video feed during sessions.
  • Captioning: Accessibility is a concern for users with hearing loss; captions are requested.
  • Friendly Reminders: More timely and reliable appointment reminders.
  • Integration with Calendar/Other Apps: The ability to access other apps without disconnecting from the telehealth session.
  • Whiteboard/Drawing Tools: Features for visual collaboration during sessions.

Strengths and Positive Aspects

  • Convenience and Accessibility: Users appreciate the ability to attend therapy sessions from anywhere, saving time and travel costs.
  • Ease of Use (Sometimes): Many users find the app easy to download and use, especially when it works as intended.
  • HIPAA Compliance: The app's security and privacy features are valued by users.
  • Connection Quality (When Good): Some users report excellent audio and video quality when the app is functioning properly.
  • Positive Therapist Experiences: Many reviews praise individual therapists found through the platform, which indirectly reflects positively on the service.

Prioritized Action Recommendations

  • High Priority:
    • Address Connectivity Issues: Investigate and resolve the root causes of frequent disconnections and connection failures. Implement robust error handling and reconnection mechanisms.
    • Improve Audio/Video Quality: Optimize the app for different network conditions and devices to minimize audio/video glitches. Address issues with echoing, lag, and distortion.
    • Fix Link Issues: Ensure that telehealth links consistently redirect users to their appointments within the app, regardless of the device or browser used.
    • Reduce Battery Drain & Overheating: Optimize the app's resource usage to minimize battery consumption and prevent overheating.
  • Medium Priority:
    • Implement Background Customization/Blur: Add options for users to change or blur their background for privacy.
    • Add Screen Sharing: Enable clients to share their screen with therapists for better collaboration.
    • Improve Login Reliability: Fix issues with login failures and unexplained requests for credit card information.
    • Add Captioning: Improve accessibility by providing real-time captioning during sessions.
  • Low Priority:
    • Allow Picture-in-Picture Control: Give users more control over the placement and size of their own video feed.
    • Implement Whiteboard/Drawing Tools: Add features for visual collaboration.
    • Provide More Timely Reminders: Optimize reminder system to provide more useful and advance notifications.

Opportunities for Startup Ideas

  • Telehealth App Optimization Service: A service that analyzes and optimizes telehealth apps for performance, reliability, and user experience.
  • AI-Powered Telehealth Assistant: An AI assistant that integrates with telehealth apps to provide real-time support, troubleshooting, and feature recommendations.
  • Hardware Solutions for Telehealth: Develop specialized hardware (e.g., webcams, microphones, lighting) optimized for telehealth sessions.
  • Accessible Telehealth Platform: A telehealth platform designed specifically for users with disabilities, incorporating features such as captioning, screen readers, and alternative input methods.

Trends and Observations

  • Technical Issues are Persistent: Complaints about connectivity, audio/video quality, and app stability are recurring themes across many reviews, suggesting that these issues have not been adequately addressed over time.
  • Device-Specific Problems: Some users report that the app works well on some devices but poorly on others, indicating potential compatibility issues.
  • Positive Sentiment Skews Towards Therapist Quality: A significant portion of positive reviews focuses on the quality of individual therapists rather than the app itself.
  • Language: Primarily English, but incorporating some Spanish.

Conclusion

The Telehealth by SimplePractice app provides a valuable service by enabling remote therapy sessions. However, persistent technical issues are detracting from the user experience. Addressing these issues should be the top priority. Implementing frequently requested features and improving accessibility can further enhance the app's value. Overall, a focused effort on improving technical performance and usability is needed to realize the app's full potential. It is recommended that the development team focus on addressing the "High Priority" items listed above as quickly as possible.

Original App Link

https://apps.apple.com/us/app/telehealth-by-simplepractice/id1351373906?uo=2