Posting in case other individual clinicians are seeing the same pattern. Sharing both the substance of feedback I recently submitted to Heidi and how it was handled by support — because the handling itself is part of the story. Context Canadian GP Derm in Calgary, four clinics, multiple EMRs. Early Heidi adopter — back when the Canadian landscape was still wide open and most colleagues were trialing different vendors. For 1.5+ years I've actively recommended Heidi across the clinical roles I hold and to colleagues at every clinic I work in. The last two months have been a real disappointment, and the price increase has sharpened it. What I wrote to Heidi Strategic feedback, not a bug report. Substance: Heidi has been expanding rapidly over the past year — Comms, Evidence, Remote, the AutoMedica acquisition, Athena and Epic integrations. The strategic direction toward enterprise health systems is clear. They're building a platform. The problem is what's happened to the core scribe experience for individuals during this expansion: – Reliability has noticeably degraded over the past 1–2 months. Glitches, stalls, and restarts are daily. – The tasks sidebar has become unreliable enough that I've stopped relying on it. – Default template resets between clinics are delayed by hours, requiring manual selection on every encounter regardless of restarts. – Schedule upload is now a regular error source. Appointment times routinely get misinterpreted — a 2pm slot parsed as 2am — with no apparent PM default and no batch-correction option. The only fix is opening every session individually, which defeats the feature. – Note generation lag has shifted from background to active friction point. – New bug categories surface week over week. Cumulative cost: 30–45 minutes of dead time and active friction per day. Meanwhile, the Clinician plan went from $90 to $150/month. That price was reasonable when the product was snappy. It is not reasonable for the current experience. The strategic point: individual clinicians aren't just a smaller customer segment — we're the recommendation pipeline into the organizations Heidi's enterprise strategy depends on. When solo clinicians stop recommending Heidi, warn colleagues, and migrate to alternatives, that has a downstream effect that won't show in dashboards for several quarters. Two asks: public acknowledgment with a credible timeline, and reconsideration of the $150 individual tier until value is restored. How support responded – Conditional apology ("sorry if you experienced some issues") – Request that I now collect screen recordings, session IDs, and consultant-level technical documentation for engineering – Pricing routed to "feedback we'll make sure the team hears" – Generic closing reassurance Nothing engaged with the substance. Why this matters I'm a practicing physician. My time bills at physician rates. Between dead time over two months plus the unpaid work of providing strategic feedback to help Heidi improve, I've absorbed thousands of dollars in lost productivity at typical Canadian dermatology billing rates — while paying $150/month for the subscription. The support response asked me to spend additional unpaid hours collecting documentation that should be reproducible from Heidi's own systems given the multiple help tickets I've already filed. Session metadata, device logs, ticket history — it's there. If that's not enough for engineering to identify the issues, the gap is on Heidi's end. It is not a documentation task to delegate to a paying physician customer who has already absorbed real economic cost from the product's failures. The original feedback wasn't a bug report. It was strategic feedback. It was handled like a low-priority bug report. The handling itself confirms the thesis: individual clinicians have become a deprioritized segment. The same dynamic eroding solo clinician experience is now eroding solo clinician support experience. Raising this as data, not complaint. Open question for other users – Reliability degradation over the last 1–2 months — widespread, or am I in a worse-luck cohort? – The schedule-import time misinterpretation bug — anyone else? – Support handling — is anyone getting strategic feedback escalated to product, or is everyone getting the "send screen recordings" routing? If I'm an outlier, I'd like to know. If I'm not, worth surfacing collectively. — Andrew Jun, MD Calgary, AB
