Spruce Reviews

Overall Satisfied With Program

Comments: Overall, it has completed its intended tasks. I did come to Spruce from different software that had better search features integrated.

Pros:

This is a great software for communicating with patients/doctors. I am a user (patient) who uses Spruce to reach out my Primary Health Care practice. It works as intended.

Cons:

Sometimes, the notifications do not come through as a push notification on my device. I have had a couple instances where I had new messages and I had to open the app to find out. I wish there was an easy way to search the messages and files received.

Very Helpful Customer Service and Great App

Comments: We are able to receives calls and texts.

Pros:

The app is easy to navigate, the customer service is prompt and friendly, and clients have been able to reach me thus far.

Cons:

I wish porting a number didn't take so long. We have had a lot of interruptions during our wait.

Not for small businesses

Comments: The company only communicates through email and each time you reply, you may be emailing with someone different. When I asked for specific training as a new customer, they told me they did not have specific training videos, nor did they have the time to work individually with small companies.
The free trial was a waste of time because you could not use features without being signed up.

Pros:

I like that they were Healthcare focused.

Cons:

Very confusing to start - no personal connection or onboarding that is not in a group setting. They say they do not have the manpower to work with small businesses. They do not offer 24-hour help.

Best messaging system out there

Pros:

I love how easy it is to communicate with clients and team members. It is easy to see when a new call/text has come through and assign it to a specific team member. I can also keep track of what tasks have been completed and what needs to be followed up on.

Cons:

The only compliant I have is not having a hard copy of the faxes sent to upload to a client's chart as proof of receipt.

User friendly

Pros:

Patients can easily text or call without having to sign into their client portal, and it’s still HIPAA compliant

Cons:

Can’t block a fax number from sending spam

No support at all, just a robot.

Comments: I wanted to keep the service, but not with my main company numbers since we were not able to see caller's ID, so I want to port out the numbers I brought, they are ready to be ported out to a better service, but there is no human that can help with that, so my company numbers are stuck with the robot.

Pros:

It was easy to start using it. It looks nice. The faxes were being sent and had feedback about it.

Cons:

You have to have a cellphone to use the phone feature, there is no softphone for laptop/desktop for direct calls, you have to dial through an intermediary number. It doesn't show the caller's ID, it shows your own spruce number as the caller. The support is horrible, is only a robot that never gives the appropriate support. I think I got to chat with a human when I was inquiring about the service, and it took time, I had to deal with the robot first.

Great features, terrible customer support

Comments: Overall the features and ease of regular use are what has kept me as a customer for as long as we have been, but at this point, I am actively looking for another provider because good customer support is vital. When there's a problem, we need a timely and responsive reply and solution.

Pros:

The HIPAA-compliant messaging and ability to easily transfer messages and voicemails into our EHR charts is fantastic.

Cons:

The customer support is minimal to non-existent if you have a problem. I have asked multiple times for a better phone tree for our team, especially when we need to make changes to outgoing messages when staff are out for vacation, holidays, etc, and we are still having the same issues.

Spruce Update is a Disaster

Comments: It was adequate until it became completely inadequate and frankly is just costing us clients, money, and time right now.

Pros:

I used to like Spruce health. It wasn't perfect, but it was intuitive and we could work around issues like being unable to text multiple clients (as in a couple) at the same time or having multiple clinicians who needed to be able to see the same thread. But their recent update has made the app utterly unuseable and their customer support is non-existent. I would recommend that any practice considering Spruce run the other way.

Cons:

Customer support. Recent update makes it un-useable.

Great

Comments: Highly recommend.

Pros:

HIPAA compliant. Easy to communicate with others.

Cons:

I found the features not available on the lower tier were a bit hidden and to get all the features I wanted added up in cost. Patients CANNOT text you in a HIPAA compliant manner unless they have the app.

Great service

Comments: Great

Pros:

[SENSITIVE CONTENT HIDDEN] did wonderful job cleaning. He is very thoughtful and courteous. Also detailed oriented.

Cons:

There is not anything I did not like. And I will use this again.

Terrible Customer Service

Comments: I do not like this program at all but feel stuck with them.

Pros:

Spruce has been a a disappointment. The created an update that was not user friendly. My staff and I have reached out to support many times, We get the wrong info and then when trying to address issues, we are asked the same info over and over or told incorrect information on set. We have requested a person and a conversation and this was denied with repeated silly auto replies stating how much more effective communication is by text. It is truly a nightmare to work with them and been a horrible experience of late. I do not recommend this service unless that can make some major changes.

Cons:

Almost everything but notably the customer support. Lots of glitches, does not transfer to oncall or vacation messages easily. Not user friendly.

Easy to use, very reliable, missing a couple of key functions

Pros:

Video calling is so simple to set up, and secure messaging is super-easy and helps keep client messages secure. Since last June, Spruce has dropped a call only once. Sometimes it freezes but never for more than 3 or 4 seconds, and that's rare. Sometimes the client's image gets pixelated and looks weird, but that's usually only for a second or so. The image is generally clearer and less grainy than on other video platforms I've used. Faxing works great.

Cons:

-I would like to be able to share files with a client during an appointment. It's frustrating not to be able to. -The phone feature is too confusing for me to figure out, so I don't use it. - I cannot send audio files to clients. - It is not well set up for writing clinical notes about patients.

Review

Pros:

The process can be easy, if it is explained well to you. Once you are able to get ahold of Support, they generally are quite helpful and friendly. Adding alternative phone numbers for call forwarding is very helpful and easy.

Cons:

It is so VERY difficult to get someone on the phone. You have to send a message, then wait and wait and wait, then you have to schedule an appointment, and if the person that sent you a link to their calendar doesn't have anything for 2 weeks, good luck trying to get someone else who can help. I absolutely HATE that it is so difficult. It also seems to take a long time to get issues resolved, most of the time because the support doesn't read the message correctly. Also, it would be awesome if we could know who we were talking to instead of just "Support".

Spruce provides everything that I needed.

Pros:

I was looking all over the place for software that was HIPAA compliant. I needed messaging, video calling, email, the works! Spruce is the only k on be that I found that included everything that I needed at a price that was within my budget.

Cons:

At this point in time I really don’t have any cons that I can think of. I’m very pleased with it.

Amazing, Easy to Use, Incredible Customer Support

Comments: Exceptional! Very dedicated to their customer base, easy to do business with, and very responsive.

Pros:

Spruce was very easy to convert from Google Voice to help ensure all of my transactions are HIPPA compliant. Their documentation is top notch, their customer support is fantastic, quick, and efficient. Highly recommend them.

Cons:

Some of the features are different between the web portal and the app (namely listing of phone numbers/fax lines). Slightly annoying, but manageable.

Great and convenient app

Pros:

Easy to use and provides a peace of mind for HIPAA compliant measures!

Cons:

There have been no issues with the app. If questions arose, customer support was there to assist!

my experience with spruce after a year

Comments: positive with providing hippaa compliant phone line and reliable APPsoftwate. Affordable as well

Pros:

it is affordable, HIPAA compliant, reliable and the customer support is decent, It is easy to navigate through the system well

Cons:

Some functions are not easily implementable such as blocking unwanted phone numbers or rerecording personal messages, though they do explain it quite clearly on their APP customer guide.

A must-have tool built for healthcare teams

Comments: Spruce has been the best bug-free, HIPPA-compliant phone system I've tried.

Pros:

For team collaboration in the healthcare industry, Spruce is exceptional. I love that the software allows me to place calls, send texts, track incoming calls, and message my team members all in one place.

Cons:

These is definitely a learning curve with Spruce, as it works quite a bit differently than other phone services. I was also disappointed to learn that you need to pay almost twice as much for Spruce to function like a private phone number for each person on your team.

Great Service

Comments: Positive experience

Pros:

Easy to user for staff and clients. All inclusive for many options of patient care

Cons:

Porting of number. I was unable to port one of the business numbers due to a contract with the service provider. Was not aware of this and had to pay to get the number ported back.

Mental health practice

Pros:

Super user friendly. I like the texting feature with patients as well as ability to use the app and communicate with all the therapists that work at the practice.

Cons:

The app is still new to me and my phone number has not ported yet so I am still figuring out how to use all the elements of spruce.

Spruce Review

Comments: This has been a great aide in developing and growing my private practice.

Pros:

HIPPA compliant and easy to use. Also allows you to have a separate business line from your personal line without multiple phones.

Cons:

I’d like to see an easier way to store contact information.

Great so far!

Comments: Overall I am very happy with Spruce and has helped me to connect to my patients quickly and effectively.

Pros:

So far the training from the Spruce team has been excellent and [SENSITIVE CONTENT] has been very helpful. Spruce has been very easy to learn to get up and running to use as my phone and messaging app.

Cons:

I would like automatic replies to be a standard feature.

Great Service, Inexpensive

Pros:

Easy to integrate and assign communications to team members.

Cons:

Sometimes hard to reach customer support.

Review of telehealth use

Comments: 8/10

Pros:

easier than other products but not always easy for clients.

Cons:

I had not issues but sometimes I had clients with technology issues and they did not always understand how to use Spruce.

new user

Pros:

I like that this allows HIPPA compliant comunication with patients and employees. I am new to using Spruce but so far it has been seemless

Cons:

coast to add additional employees to service seems high.