It is evident given the recent rollout of outrageous price increases and feature removal that this organization is no longer an organization that values the clinician experience, or at least not an organization that makes values-driven decisions. As a psychotherapist who was once in saas sales myself, I am very aware of the processes by which cloud-based software is continually modified, new features added, etc. To all therapists out there: This degree of price increase with clawback on features you were sold on is NOT a standard practice. That feeling that you are being ripped off IS in fact a feeling you can trust. I have seen SP customer service representatives respond to other clinicians’ concerns with a gaslighty tone explaining away these unprecedented changes as “just what happens with software”. This change is not “just” the software business, this is different. This is predatory. And to think this move was decided upon by multiple decision-makers on multiple-teams, to remove features and increase prices for an EHR system that largely supports SOLO practitioners, which if you know your demographic, you would know that private practice therapists are already subjected to a multitude of systems that prey on small business owners. Also knowing good and well that many therapists are not tech-savvy enough to understand the degree to which this business decision by SP is absolutely NOT standard practice in cloud-based EHR’s or CRM’s, yet having the audacity to gaslight these customers by allowing your customer service reps to respond as if this IS standard practice. It’s all quite repulsive. Simple practice: Add flexibility into your pricing structure, restore original basic features such as appointment reminders to the original tier they were included in, or continue to see an uprising of clinicians not only leaving your customer base but committing their time to ensuring that all other therapists are aware of the predatory nature of this organization.
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