Customer Reviews (100)

Aishah Scott • 2025-03-29T19:58:21.360Z

constant dropped calls

Keondria Armstrong • 2025-03-29T16:57:12.706Z

I personally enjoy this app. it makes it very easy for me to meet with my therapist. I have only had one video issue, but I believe that was just due to the network. so far everything seems really good

Austin Schoenkopf • 2025-03-29T15:10:31.267Z

bad system

Summary of Key Insights

The Telehealth by SimplePractice app receives mixed reviews, with a strong skew towards positive experiences. The app is praised for its convenience, ease of use, and ability to facilitate therapy from home. However, a significant number of users report connectivity issues, including dropped calls, freezing, and poor audio/video quality. Bluetooth connectivity also appears to be problematic for some users. While the overall sentiment is positive, the recurring technical issues are a major source of frustration and need to be addressed. The score distribution shows a polarized view, with many 5-star reviews but also a notable number of 1-star reviews, indicating that the app's performance can be inconsistent.

  • Strengths: Convenience, ease of use, HIPAA compliance, ability to connect from anywhere.
  • Weaknesses: Connectivity issues (dropped calls, freezing, lag), Bluetooth problems, inconsistent video/audio quality, lack of features (e.g., video preview, clock).
  • Overall Sentiment: Positive, but with significant concerns about reliability.
  • Overall Rating: Based on the score distribution ({"1":10,"2":5,"3":11,"4":14,"5":60}), the average rating is approximately 4.09.
  • Score Distribution: 60% 5-star, 14% 4-star, 11% 3-star, 5% 2-star, 10% 1-star.

Data & Methodology Overview

  • Data Sample Size: 100 reviews.
  • Time Frame: Not explicitly stated, but assumed to be recent based on the app version (4.1.1).
  • Analysis Methods: Sentiment analysis based on review scores and content, keyword extraction to identify common themes and issues. Manual review of individual comments to understand user experiences.

Key User Pain Points

  • Connectivity Issues: Dropped calls, freezing, lag, buffering are the most frequently reported problems. This disrupts therapy sessions and causes significant frustration. Some users mention issues connecting via cellular data specifically.
  • Audio/Video Quality: Blurry video, distorted audio, and "crunchy voices" are mentioned, indicating inconsistent performance.
  • Bluetooth Connectivity: Several users report issues using Bluetooth headphones or audio devices, with the app not recognizing them or the other party not being able to hear them.
  • Connection Instability when Switching Apps: When switching to another app, the Telehealth app freezes and communication stops.
  • Initial Connection Problems: Some users experience difficulty connecting initially, sometimes requiring app restarts or even phone restarts. Some users don't know where to get or enter the video link.
  • Lack of Clear Instructions: Some users find the app unclear on how to join the video call.

Frequently Requested Features

  • Video Preview: A video preview before joining a meeting to ensure the camera and microphone are working.
  • Clock: A clock within the app to track appointment time.
  • Microsoft Compatibility: Compatibility with Microsoft computers.
  • Improved Bluetooth Support: Reliable Bluetooth audio device support.

Strengths and Positive Aspects

  • Convenience: The ability to attend therapy sessions from home or other locations is highly valued.
  • Ease of Use: Many users find the app simple and easy to navigate.
  • Accessibility: The app saves time and money for users who live far from their therapists.
  • HIPAA Compliance: Users appreciate the security and privacy of the platform.
  • Effective Communication: Many users feel seen and heard during their sessions.

Prioritized Action Recommendations

High Priority:

  • Improve Connectivity and Stability: Investigate and fix the root causes of dropped calls, freezing, and lag. Optimize the app for various network conditions (Wi-Fi and cellular). Implement robust error handling and reconnection mechanisms.
  • Address Bluetooth Issues: Thoroughly test and resolve Bluetooth connectivity problems. Ensure compatibility with a wide range of Bluetooth devices.
  • Provide Clear Instructions: Offer clearer instructions on how to join video calls, including where to find the link.

Medium Priority:

  • Implement Video Preview: Add a video preview feature to allow users to check their camera and microphone before joining a session.
  • Optimize App Switching: Prevent the app from freezing when users switch to other applications.
  • Improve Audio/Video Quality: Optimize the app for better audio and video quality, addressing issues like blurry video and distorted audio.
  • Add a Clock: Include a clock within the app to help users track appointment time.

Low Priority:

  • Microsoft Compatibility: Consider developing a version compatible with Microsoft computers based on demand and resource availability.

Opportunities for Startup Ideas

  • AI-Powered Connection Optimizer: A service that analyzes network conditions and dynamically adjusts video and audio quality to maintain a stable connection.
  • Telehealth Hardware Kit: A pre-configured kit with a high-quality webcam, microphone, and Bluetooth headset optimized for telehealth sessions.
  • Integrated Appointment Management: Enhance the app to include appointment scheduling, reminders, and payment processing.

Trends and Observations

  • Polarized Reviews: The high number of 5-star and 1-star reviews suggests a wide range of user experiences, potentially related to varying network conditions or device compatibility.
  • Connectivity as a Key Differentiator: In a competitive telehealth market, reliable connectivity is crucial for user satisfaction and retention.
  • Growing Importance of Telehealth: The positive feedback highlights the increasing value of telehealth for accessibility and convenience.

Conclusion

The Telehealth by SimplePractice app offers a valuable service, but its inconsistent performance is a significant concern. Addressing the connectivity and Bluetooth issues should be the top priority. By improving reliability and adding requested features, SimplePractice can significantly enhance user satisfaction and solidify its position in the telehealth market. The app has a good foundation, but consistent performance is key to achieving widespread positive reviews.

Original App Link

https://play.google.com/store/apps/details?id=com.simplepractice.video