ComplaintsforDeepscribe

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When signing up for this I was told to just put the iPad in the room with me and it would scribe for me. I have spent more time charting then I have in my entire career because of this company. I was told this was a mental health based platform, it's obviously not. Not only do I have to go back in and add my mental ***** physical ****s but when they previously tried to "accommodate" the mental ***** **** it was documented as a diabetic ****. I've spent several hours in meetings trying to get all of my templates right and I've written into the program at least 50 times trying to explain the issues only to be told they let some other department know and I'll get an update with nothing. I was told it was an AI program initially but that a person reviews every chart before submitting it. This is obviously not true. I have been told that they do not diagnose yet every chart has a diagnosis that does not match the patient's diagnosis. They have charted patient names that are incorrect, genders that are incorrect, they will randomly chart the patient is on medications that were never mentioned, I have to chart every physical **** and review of systems because it's never correct. Not only that but every chart was documented "DEEPSCRIBE IS A SCAM" and I had to personally go in and delete this several times per patient because even though it was reported I was just told "we are aware", they didn't go in and correct it. Now I want to cancel because I've been blatantly lied to and after my emails have been ignored I'm finally just responded to with "you're under contract". Also, the person that set me up initially and lied to me is no longer with the company. Odd.

  Business response

  10/10/2023

  The customer's contract is attached. ********************** makes commercially reasonable efforts to make the software available to the customer, and in the event that the Customer experiences any issues or concerns with the Software or Services provided, the Customer agrees to communicate these concerns to DeepScribes support team, who will endeavor to address and resolve such concerns in a timely and professional manner. This customer's experience, while unfortunate, is not reflective of DeepScribe's overall customer experience. While the issues cited sound frustrating, they do not constitute a breach of contract and therefore DeepScribe is obligated to uphold the terms of the contract. 

  Customer response

  10/16/2023

   
  Complaint: 20290473
  
  I am rejecting this response because the software doesnt work correctly. They dont offer the service they advertise. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a physician in private practice and signed up for DeepScribe in an effort to minimize the time I spend on documentation. The company requires signing a contract that allows them to automatically deduct an initiation fee and a monthly service fee via my debit card.After signing up, I changed my mind and told them that I no longer need the service and asked them to refund the initiation fee and stop monthly withdrawals. No services have been rendered to me and I have not downloaded or used their software. I received emails saying that they will not refund me or stop automatic payments. When I asked to speak to an account manager or billing person, I began receiving AI generated emails saying that a person is not available for me to talk to.All emails received from DeepScribe are clearly AI generated and do not contain a phone number or address. The phone number for the sales person I initially spoke with has been disconnected. I have contacted my bank and cancelled my debit card. I am also disputing the charges for the initiation fee.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Hired company towards end of last year. Company gave me a 30 minute demo meeting, but declined trial. Confirmed program was built out for psychiatric providers. Have consistently had issues with product not being up to the standard that I was promised. It was clear it wasn't made for psych at all. Last week, I asked to break my year contract because the scribe causes me more work instead of less due to the corrections I have to constantly make. I was told psych specific scribes were coming on board in 2 weeks, which furthered my point that they were not prior built out to handle the psychiatric specialty like I was told. I was offered a 2 week credit to my account. I then asked if I tried the product for 2 weeks and it was still an issue if I could break the contract and I was presented with my contract and told no. I feel rather blindsided with this because I got locked into something that I couldn't even try before I signed. I had a large $1000 startup fee and am paying $700 a month for a product that isn't doing what I was told. That is a big hit to my small business of one provider for a service that isn't meeting standards. I was supposed to have the scribe listen in, write the note, and I should have been done. Instead, I am getting 8+ pages of text in a giant paragraph for an intake appointment and sometimes catching 3+ minutes of content that is important that is completely excluded. With less notes to do, I should have been able to increase my capacity to see patients throughout the day and I cannot do that at all where we stand and I would like to just break from the contract.

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