Customer Reviews (103)

dieheidfhejekejb • 2024-01-12T17:29:40-07:00

I need help troubleshooting data sharing amongst other apple ID members to enable chart editing. I am not getting any support when I email customer support. I like what the app has to offer but there’s no costumer support like a phone number or chat to reach out. They don’t even have a website. I already paid for a subscription and I’m regretting it just because I have no customer support to help me troubleshoot my issues.

Shakhachi • 2023-12-20T09:53:41-07:00

There are many glitches on this app. For example, if you want to export a document you have uploaded, you will not be able to.You will receive no response if you contact tech-support. Stay away from this app as it has essentially been abandoned by its developer.

msacadien • 2023-11-15T11:47:09-07:00

It’s sad. This app no longer syncs cloud data between devices 😢

Summary of Key Insights

  • SOAP Notes is a generally well-regarded app for healthcare professionals, particularly massage therapists and chiropractors, for creating and managing patient notes. However, recent changes, primarily the switch to a subscription model and issues with customer support and data syncing, have significantly impacted user satisfaction. While users appreciate the app's core functionality, customizability, and ease of use, they are frustrated by bugs, lack of support, and the perceived bait-and-switch regarding the subscription model. The overall sentiment is mixed, with a notable decline in positive reviews due to the aforementioned issues.
  • Key Strengths: Customizability ("stamps"), ease of use, offline functionality, HIPAA compliance features.
  • Key Weaknesses: Poor customer support, data syncing problems, bugs (especially with document export), negative reaction to the subscription model, and perceived lack of communication about changes.
  • Overall Sentiment: Mixed, trending negatively. Many users who previously gave positive reviews have updated them to express dissatisfaction.
  • Quantitative Metrics:
    • Overall Rating: ~3.7 (based on the star distribution).
    • Score Distribution: 43.7% 5-star, 21.4% 4-star, 11.6% 3-star, 4.9% 2-star, 18.4% 1-star
    • The relatively high percentage of 1-star reviews indicates significant dissatisfaction.

Data & Methodology Overview

  • Data Sample Size: 103 reviews
  • Time Frame: The reviews span several years, with a significant number of recent reviews (2023-2024) focusing on issues related to the subscription model and customer support. Some reviews date back to 2017-2018.
  • Analysis Methods: Primarily qualitative analysis of user reviews, focusing on identifying recurring themes, sentiment, and feature requests. No automated sentiment analysis tools were used; the analysis is based on manual interpretation of the text. Keyword extraction was performed manually to identify frequently mentioned issues and desired features.

Key User Pain Points

  • Subscription Model: The most significant pain point is the unexpected switch to a subscription model after users had purchased the app for a one-time fee. This is perceived as unfair and a "rip-off."
  • Lack of Customer Support: Many users report difficulty contacting customer support and receiving timely or helpful responses. This is a recurring and critical issue.
  • Data Syncing Issues: Problems with data syncing between devices are frequently mentioned, rendering the app less useful for users who need to access their notes on multiple devices.
  • Bugs and Glitches: Users report various bugs, including issues with exporting documents, the app crashing, and data loss. The drawing tool also has reported glitches.
  • Loss of Data: Some users have reported losing patient data after updates, a severe issue that erodes trust in the app.
  • Document Export Issues: The inability to reliably export documents (especially PDFs) is a major impediment for users who need to share notes or use them for billing.

Frequently Requested Features

  • Improved Document Export: A more reliable and user-friendly document export function is highly desired.
  • Intake Form Integration: Massage therapists specifically request intake form integration.
  • Alerts/Reminders for Client Information: Users want the ability to set alerts for specific client needs/contraindications (e.g., allergies, preferences).
  • Photo Attachment: The ability to attach photos of client progress or insurance cards.
  • Better Search Function: Improved search functionality, including handling misspellings and automatic capitalization.
  • Invoice Attachment/Square Integration: Users want to attach invoices or integrate with Square for billing purposes.
  • Ability to Deactivate Records: A way to deactivate patient records instead of deleting them.
  • Handwriting Recognition: A user suggested handwriting recognition for the SOAP note input.
  • More Customizable Client Fields: Additional fields for recording medications and other pertinent information.
  • Ability to Send a Range of SOAP Notes: For insurance purposes, users need to be able to send multiple SOAP notes within a specified date range.

Strengths and Positive Aspects

  • Ease of Use: Many users find the app easy to use and navigate, especially after the initial setup.
  • Customizability: The "stamps" feature is highly praised for allowing users to quickly enter frequently used phrases and customize the app to their specific needs.
  • Offline Functionality: The ability to use the app offline is a significant advantage.
  • HIPAA Compliance: The HIPAA compliance features (encryption, password protection) provide peace of mind.
  • Drawing Tool: The drawing tool for marking body areas is a useful feature for some users, despite reported glitches.
  • Time-Saving: The app, when working correctly, saves users time by streamlining the note-taking process.
  • Professional Presentation: The format is considered professional and suitable for insurance billing.

Prioritized Action Recommendations

High Priority:

  • Address Customer Support Issues: Invest in improving customer support response times and providing helpful solutions. This is critical for regaining user trust.
  • Fix Data Syncing Problems: Resolve the data syncing issues between devices to ensure consistent access to patient information.
  • Resolve Document Export Bugs: Fix the bugs that prevent users from exporting documents reliably.
  • Communicate Clearly About Subscription Changes: If the subscription model is to remain, provide clear and transparent communication about the reasons for the change and the benefits it offers. Consider offering grandfathering options or discounts for existing users who purchased the app before the change.
  • Data Loss Prevention: Implement robust data backup and recovery mechanisms to prevent data loss during updates or app crashes.

Medium Priority:

  • Implement Requested Features: Prioritize the most frequently requested features, such as improved document export, intake form integration, and photo attachment.
  • Improve Drawing Tool: Fix the glitches in the drawing tool and consider adding features like text annotations and symbol/color codes.
  • Enhance Search Function: Improve the search function to handle misspellings and automatically capitalize names.
  • Address Password Issues: Fix the password issue reported by a user where the password sometimes doesn't work.

Low Priority:

  • Design Improvements: While functionality is more important, consider making minor design improvements to enhance the user experience.
  • Add Deactivate Record Functionality: Implement the ability to deactivate patient records instead of deleting them.

Opportunities for Startup Ideas

  • SOAP Note App with Robust Customer Support: A SOAP note app that prioritizes excellent and responsive customer support could differentiate itself from the competition.
  • Specialized SOAP Note Apps: Create specialized SOAP note apps tailored to specific healthcare professions (e.g., massage therapy, chiropractic, mental health), with features and templates designed for their unique needs.
  • Subscription Management Platform: Develop a platform to help app developers manage subscriptions and communicate changes to users effectively, minimizing negative feedback and churn.
  • HIPAA Compliant Cloud Storage: Create a HIPAA-compliant cloud storage solution specifically for healthcare professionals, integrated with popular SOAP note apps.
  • AI-Powered SOAP Note Generation: An app that uses AI to assist in generating SOAP notes based on voice input or session data could significantly reduce documentation time.

Trends and Observations

  • Negative Sentiment Shift: There is a clear shift in sentiment from positive to negative after the implementation of the subscription model.
  • Customer Support as a Differentiator: The quality of customer support is a significant factor in user satisfaction.
  • Importance of Data Reliability: Users are highly sensitive to data loss and syncing issues.
  • Customization is Key: The "stamps" feature highlights the importance of customization for healthcare professionals.
  • Need for Clear Communication: Lack of communication about changes leads to frustration and negative reviews.

Conclusion

SOAP Notes has the potential to be a leading app for healthcare professionals, but the recent issues with the subscription model, customer support, and bugs have significantly damaged its reputation. Addressing these issues promptly and transparently is crucial for regaining user trust and preventing further negative feedback. By prioritizing customer support, fixing bugs, and implementing requested features, the developers can restore the app's positive trajectory. The developers need to focus on communication and transparency.

Original App Link

https://apps.apple.com/us/app/soap-notes/id514417040?uo=2