Spruce: Medical Communication Customer Service

They have been completely a lifesaver to me and has helped me completely with my issue and has made it easier to have more people to talk to about my problems and they’re available more to me than my other doctor was. Which I went in and seen him once a month and he only gave me about five minutes of his time. These people are used doctors and others that are included in your program will spend more time with you answer more questions and they have done that for me more than the two years than When I was seeing my Other Doctor. Anybody that is suffering and Suboxone works for them I truly highly recommend the service because I’ve struggled 20+ years on opiates and the Suboxone has been the only thing that has helped that’s giving me some freedom back so give these guys a try if you read my review you won’t be disappointed. -James Clark

I would highly recommendHe mark for psychiatry care .He has be has been an asset to my life and my Recovery. he’s not only very knowledgeable, but cares and takes the time out of his busy schedule to make sure he checks in with you and sees how you’re feeling he is always on time for his appointment and even you do not have an appointmdon’ he it’s always available sees what is going on with you and how any medication you’re on are affecting you and any other concerns you might have. I give Mark an A+and I’ve seen a lot of psychiatric care over many different states and decades,By far I have found a great professional to help me with all my needs. He makes you feel comfortable which is a big help to be honest and open in order to achieve your desired results if-anyone is looking for care look for Mark and he will do a great job Bethanie

I recently switched my private counseling practice over to Spruce and my only regret is n not having done it sooner. I love being able to send and receive faxes in my phone. Having a secure phone “line” that uses my existing phone is wonderful. I can tag clients so I can do searches for people with similar issues and email them information that might be relevant to them. I can “page“ myself to remind me to do a client related task or follow up with them. (It’s kind of like the marking.) I can get off of the phone with a client and immediately write a note to document the call. I can do video sessions. I’m looking forward to improvements such as clients being able to access from their PC (right now they have to use a smart phone) and better reporting so that I can more easily send out the client records when requested. But they’re a great service for a great price. My anxiety level has literally gone down because of the seamlessness of this service. Thank you Spruce!

The Spruce product and engineering teams deserve some recognition—3 weeks ago, I submitted a feature request through the feedback link in the app, and within a few short weeks they had implemented it! Maybe they were already working on it, but what a coincidence! Check out the new privacy screen they added in v4.4.4. When you switch apps and Spruce is put in the background, instead of continuing to show your private conversation, now the app content is covered with a full screen app logo. You won’t see it in action until you switch back to the Spruce app, which will then fade out the privacy screen and show the normal app content. Thank you again Spruce engineering and product teams for prioritizing user privacy and for making the privacy screen behavior so natural that I think most people will just be happier and feel safer, without consciously knowing why. For me, what a treat it is to experience firsthand the generous responsiveness and skillful implementation of the engineers. Way to go! And if one of you wants to tell me where your office is, I’ll send cookies in thanks! :o) Hehe. Keep up the great work!

U can’t get to talk to live person to guide u. Good luck you will b in your own. I think they might have been a good company to begin with but now, when everyone trying to get online n they are trying to grow bigger but do not have the man power, they are having big time issues. They changed the plan on me, when I signed up, my plan said I’ll get a success manager but they now say it’s for enterprise plan, changed some settings to see that would work. Nothing has changed at my end, but calls r dropping right n left, having issues when it worked well in the past (I’m not talking about recent cyber traffic, even with that it was working great until they did “new version”), then my other phone no vanished, fax no vanished. I am just trying to be patient n see if they reach out n help out. I understand that they are swamped too. I hope they soon hire more staff to work for them n get my servers

I was introduced through my naturopath. I had a condition that I wanted to treat with a combination of prescriptions and herbs. Of course my primary doctor would not even discuss vitamins or herbs. I have a complicated health history including multiple autoimmune conditions. Dr. A. took his time with me. He listened, asked many questions. Together, we came up with a protocol – which by the way worked perfectly the first time. I am a medical paraprofessional. As result, I have strong opinions about my health and how to approach it. I found professionalism and respect with Dr. A. He works with my insurance and my pharmacies. He has been able to help me when I was traveling. He will be my primary for as long as he will have me. I’m very grateful to have found this program.🙏🏻

I don’t know where to begin from my first email reaching out regarding wanting to make appointments or how they work it with the type of therapy I am looking for can’t be more grateful that I have found this group. Erin is amazing. She has been. One out of the four of that I reached out to that cat in touch with me answering questions back and very patient very understanding guides you to the right people that will best fit you and my son the same night asked if he can see somebody and I asked her if teenagers because I am not just doing counseling. I’m working my way to do EDMR. I can’t express enough how well they matched my son with his therapist, and they put him with a guy. And my son said he so chill he makes you chill and he loves it. He can’t wait to go to the next. Week for a 17-year-old. That he needed to talk to somebody and that he recognized it it’s teenage things that he’s going through. And I gave him a lot of credit for just coming to me and to see Ben, who is his therapist and how well doing with him they matched me up with Emily sweet caring, understanding person I am learning more with her than I’ve ever did in therapy before she is there for you. She gives you strategies she gives you things places for help and the goals that we will make. And had to work through my issues that I have and then when she feels that I am ready to do the D EDM she will let them know and to see who they would put me with or who does it because Emily doesn’t do that. She’s doing the intake. And again, I can’t express what a wonderful person she is and I’ve never been so honest and not afraid to say anything to her all and all it’s a wonderful Erin is right on it with you. The other three places that I contacted I think only Hird. And they just said are you still in need of a therapist? It was a turn off and I am highly grateful. I found this place and found Erin all the reviews that you have read are all and I can say that because now that I am there, you can see it. You can feel it. They’re not just they’re listening to you. They do things with you and help you I could continue but I hope but if you’re looking for a good group, this is a great especially if it’s your first time they will make you feel so comfortable that you will be disappointed

Are you on the fence about switching your practice over to Spruce? If so, I have only one piece of advice: get Spruce NOW! Are you worried about the headache of getting your phone and fax lines ported over to Spruce? Again, I have only one piece of advice: get Spruce NOW! Are you unsure of how much your practice will grow in the upcoming months/years and wondering whether or not Spruce will be able to accommodate the changing needs of your growing practice? Again, I have only one piece of advice: get Spruce NOW! As a private practice psychologist who is currently growing his practice at a rapid rate, I too had all of these concerns/questions… But with in the first half hour of my initial consultation with the amazing members of the Spruce team, my concerns vanished! And now, less than one week in, all of my phone/fax numbers have been successfully ported, my questions promptly answered, and my Spruce system in perfect working order! I could not be happier, my clients could not be happier, and I simply could not give Spruce a higher endorsement! Get a Spruce NOW! Trust me, you will thank yourself almost immediately!!!

I’ve been a patient in multiple suboxone clinics and programs and this one is by far the best. Friendly non judgmental doctors insightful therapists this is the first time I’ve been able to make progress with my recovery without feeling demeaned or having to suffer through trite advice that falls flat. They are also on top of all problems and delays with insurance and pharmacies so you’re not in a constant state of anxiety wondering if your medication will be there or not. It’s run by people who are also in recovery who know the fear of withdrawal. It’s saving my life every day. Stability for recovering addicts is precious and precarious and spruce has nailed it.

I love spruce because I can text or call patients when I’m unable to call them from our office phone system, like when I am on call for my group over evenings and weekends. This protects my personal phone number without having to block it, as many patients will not answer a call from a blocked number. Texting also helps me to get important information communicated while protecting myself from long conversations with patients when I am supposed to be enjoying personal time away from work. It also documents my call attempts and texts, should I ever need them for the medical record.

I believe that was one of the best doctors, Dr. Robert Zabenko that I’ve ever had… He is very kind, a great listener & patient as well, and he really did make me feel like he actually cared about what I had to say regarding my medication and health, what a relief, knowing I don’t have to dread going into an office full of doctors that don’t care to hear me or what I have to say regarding my own health. Lastly, the lady that handles making sure everyone get the medical forms filled out, she’s awesome, responded right away each time I had a question. Very good people here and that never goes unnoticed! Thank you both again!

I love you guys everyone of you saved my life and I wish I could show you what miracles you people provide for recovery seeking folks like myself. I adore my doctor so much he is generally one of a kind ❤️❤️❤️Dr Zabenko is hands down the best. App is so efficient and easy. I am so thankful to have found recovery delivered . Without it I am scared to think of where I would be … with God and the people behind recovery delivered all things are possible . They have found the simplest way to recovery . My only wish is that they took AMBETTER insurance …. 😝 Shawna Stimus

I live in Minnesota and have Spruce e-visits about twice a month with my psychiatrist, who is in Virginia. During the pandemic I have used Zoom, two Google services, Skype, Skype Business and FaceTime for a variety of meetings, medical e-visits and personal ’face-to-face’ get togethers. Spruce has outshined them all with consistently clear and flawlessly synchronized video and audio. It is simple for my doctor or me to text ahead if one of us is running late. Over many months I have not experienced even one problematic issue with Spruce and am always grateful that my psychiatrist chose this service for our visits.

That is how I wanna start this review out incredible yes I have never ever had such polite and considerate customer service in my life , they actually treated me like I was a human being not just a number on a spread sheet , they care about my well being and my mental health more than anyone I have ever delt with , I give them five stars because that’s all the stars they will allow. Lol if there was a ten star rating. You bet it would be a ten star review. Thank you every single person that has helped me through my Journey. My god bless each and every one of you. 🙏.

When we started to see a drop in the care of my Dad from his previous health care provider we were told about MyHome Healthcare and Julie. When we changed care for my Dad to MyHome Healthcare it was the best decision I had made concerning his care. The care provided and the communication provided regarding his care was the best. I always felt connected to his care in a way I hadn’t been able to before we changed to MyHome Healthcare. Thank you Julie for taking such good care of my Dad and for giving me peace of mind. Thank you Dave

I have never had a better connection with a doctor and although I do have a great doctor and his receptionist is also great, I do recognize the app as being the very thing that has brought us the ability to connect! I can’t say how great it is to know my dad’s dr will be able to respond to anything I have issues with and always does do so within few hours if that! The app has never glitched and has been up and functional each time I pulled it up and opened it! It’s a time saver and a comfort to have this app connect me with our dr! Great idea!

I love this app I always get a quick response, it’s beyond helpful for my husband and I. Being new parents there’s so much we don’t know and everything is new. It’s helpful to have amazing pediatricians available to you when needed. Being a stay at home mom for this first time in my life, my husband away at work during the day and not a lot of community around. When Isaac’s seems to not feel well it’s a little scary, lonely and hard when it feels like your unable to help. Again having this Available has truly been a God sent.

First of all, the pills were shipped immediately and I received them in 1 day. So complimenting their punctuality is to say the least. Next, the responses were thorough and prompt. I got all of the clarification I needed and it came with urgency. Lastly, I felt cared for an assisted in a time of need like this and that’s what mattered the most. Loved everything about this app and what it does for women. Never had to go through anything like this before so the help they gave was highly appreciated.

I have the App on my iPad and my iPhone with the same login, preferring to use my iPad. I have discovered that the message thread does not show up on both devices, the conversation on the iPad does not show up on the iPhone. I see this as a real problem. There are times when one device is more convenient than the other. Also, if you were having a medical emergency and lost battery power on one device, you would loose the message thread and any important information sent by your doctor. I do like the convenience of the App but this improvement would be good.

When I opened my small clinic, I did a lot of research and trialed several popular VOI phone systems. Spruce comes out on top for multiple reasons: affordability, HIPAA compliance, text capability, message organization (can assign messages to team members), and ease of use for both the provider and the patient. Spruce is created and managed by healthcare providers and it shows. This is a well thought out platform with lots of options for a growing practice.

I love this app. Easy to navigate and always get prompt service when I contact you via the app. It gives me a record of when I contacted you about any issues whether it is anything from scheduling an appointment to follow ups to referrals to answering questions that I need more information to to things I just forget to ask. Thanks for making it easy and the immediate attention I receive when using it.

The ability to have rapid chats directly with my doctor without have to run the gauntlet of phone and portal messages that rarely are answered by people who know nothing about me is a major relief. I have an autoimmune disorder that is very difficult to treat and every day I feel different, so having direct access to the doctor has made a major difference to my mental and physical health. This is the way medicine should be.

We use this app for communication with my grandchildren’s doctors office. It is wonderful. It gives us direct communication with the doctors and receptionists for setting up appointments, medication refills and any concerns we might have. The response is always fast but I imagine that has a lot to do with the doctors office. It’s great though for someone like me who is adverse to phone calls. Life would be so much easier if all doctor’s offices used this app or one like it!

My mom Is Roz Greenspan, she lives in Your life assisted living ( pba). I feel so fortunate to have kasnia ( sarah’s assistant ) and Sarah Platt as mom's PA. I’ve had such peace of mind knowing that mom is in their care, especially during Covid, when I cannot assess her myself. Spruce is an amazing tool for me to contact Kasnia when moms in need. She always returns my request’s within an hour (usually before). I can’t tell you how grateful I am for them, and this “tool” to be able to reach them. Thanks for all you do. Dana Greenspan

Dr Perrnod has always been available and goes over and above for his clients. However, I had a dosage error from the pharmacy which gave me an overdose scare so I used the Spruce App and almost immediately Scott was able to determine the mistake and get the problem solved within a few minutes. Ever since Dr. Perrnod has taken me as a client I have found my pain management medication is working better and I feel we’re going in the right direction. I would recommend both Dr. Perrnod and the Spruce App.

Thanks to Spruce, I can send a message directly to my provider, and she can reply directly to me whenever it’s convenient. It’s much easier than a patient portal - plus I didn’t need to fill out a 14-page health questionnaire to join! I even like the tiny detail of Spruce having its own tone for messages - it helps me quickly prioritize what to respond to first. I wish all my doctors used your service!

Best doctor I’ve ever had the displeasure of meet. He always search’s hard for the best solution. You feel loved and taken care of. Its not about the money. Its about how can i help you. You all take care of my family five, if i trust you with my kids your alright. Thanks to everyone who shows such care and concern for my family. By the way family of 5 should get a discount for frequent flyer miles. :) JK, TY. Godbless

There is nothing about this app that I don’t love! I have a secure direct connection with my son’s psychiatrist and her nurse at all times. This is so much easier and convenient than having to make repeated calls, trying to find places to speak on the phone about private matters, having things in writing for review in the future, etc… This app has streamlined the entire medical communication process!

This is the best medical practice I have ever been to! Dr. Cassandra Wertz has been incredibly available, and is able to very quickly reply to any question or concern. I have never experienced anything like this before with any other doctor. She is thoughtful and kind, and very on top of her game. Dr. Wertz and her colleagues are all about helping and listening to patients. They are really making a difference in the medical world!

We only use it for basic HIPAA texting and it works well. I still recommend it. Ideas for improvement: 1. Choice of text notification since the one option is easily missed (pleasant but not obvious in louder environments). 2. When replying in group messages, have the option to press-hold to reply to a specific message and send new message to nest under the original message.

I have been with Dr Little for quite some time now. I so grateful for the service they bring to the community. There is never a wait and they are always available to answer any question I may have about my health. I highly recommend them and if you haven’t signed up with them it’s super inexpensive and a big bonus is that they have their own pharmacy❤️❤️

Today I reached out to big tree because I have a horrible sinus infection. I didn’t expect anyone that could help today, considering the holiday, but sure enough, someone promptly answered me & got my helped & I have an appointment come Monday, thankfully. But honestly, every person I have spoke to through big tree is always helpful & friendly & I'm very grateful for this healthcare option, thank you!

Far and away the best insurance we have ever had. Always attentive, on the ball and provide premium service when needed. Their customer service model should be shared across the board not only with other providers but other industries. I highly recommend Redirect Heath to be your insurance provider and I hope going forward the industry as a whole will consider their business model

Our pediatricians office uses Spruce for scheduling, doctors notes, and you can ask medical questions even after hours. It’s so easy to schedule/reschedule appointments without having to call, leave a message, wait for a call back etc. This is the first provider that we use that has this service and I wish they’d all use it!

I signed up for the trial and found that this app had everything that I needed. I have started to use it for all my clients and it has come in handy when needing to communicate securely without having to navigate through multiple platforms that I am associated with. It makes communication a breeze and I love how the instant replies can be personalized.

A couple of my more progressive doctors are using Spruce and my life has never been easier. I can text a question and get an answer within seconds. I’ve even been able to ask for refills via text. It is leagues beyond any portal I’ve ever had to navigate, and I frankly hate using the phone to call. Best app ever!

This app is wonderful! I connected with a physicians assistant connected to the urgent care I usually go to. Because of my busy work schedule I can’t always get down to the urgent care center to get checked out. With this app you can submit your symptoms, video, pictures and chat with a doctor quickly. From there prescriptions can be filled out and sent over to the pharmacy quickly.

Impact physical therapy is a totally different therapy experience!!!! What sets Chris & Marc apart, is that you always get total one on one care during your entire session . They are extremely knowledgeable & their level of care & caring is exceptional!! I , personally ,have had multiple surgeries & originally have experienced “other” therapy settings . There is no comparison!!! They are the best !!!

I love everybody at this office. I have dealt with them for at least two years and absolutely have never had any bad experiences. They are extremely nice and professional and are very quick to assist with anything necessary. It is so uncommon to see that in a medical practice. I would recommend this group to anyone and actually have! Thank you Ember!

Everything has been amazing and so fast, easy and efficient! My doctor and care team are always there for me and I can message them anytime I need and they just give me a follow up appt right away when anything is needed. I don’t think I’ve ever been so satisfied and happy and safe-feeling before with any doctor or dr office!

This Surgeon is absolutely amazing. He has a true artist, very meticulous. I truly feel so blessed to have had Dr. Hill to do my face and neck Lyft I would highly recommend him to anyone 100%. He is amazing he is a wonderful family man superb bedside manner with a patient, I highly recommend anyone that reads this never hesitate to call and book with Dr. Hill. He is one of the best decisions I have ever made.!!!!

Très pratique

Excellente prise en charge du docteur Carlos. Rapide, efficace, et surtout, vraiment à l’écoute. Je recommande ce service très fortement.

Spruce is an entry level product that’s still run like a start up. Customer service is awful. You can’t talk to anyone on the phone. Even if you flag a message as urgent, it could take hours for someone to actually help you. They’ll text you a copy-paste help guide for an outdated interface that’s barely applicable to the current interface. The app is wildly limited in its functionality. If you need someone outside of your office to cover your calls and text messages, Spruce can’t provide that for you. You get calls, but no text messages. Covering doctor has to have another device to manage your texts. Only recently can you even do group messages via SMS, wasn’t an option for years. Calls are dropped all the time. You can miss calls because your app won’t ring so you need a back up way for patients to communicate in case they can’t reach you in Spruce. I could go on but customer service and the surprising simplistic functionality of this app is EXTREMELY frustrating. This is an app for a newbie practice owner, but as your practice grows, you need to look elsewhere.

I bet Spruce is really good because others have given it of five star reviews. But for me, it has been difficult and I am not loving it. There is significant lack of support with set up. It took me several weeks to get anybody to have a actual conversation with me to answer my question of if it would even work with my practice set up. Whenever I would ask a question they would text back with a link to several pages I would have to read through to find the answer. I would attempt to figure it out and if it wouldn’t work, I would ask the question a different way and get the same text link back. I spent numerous hours trying to get it set up. Currently it is functioning OK but probably not optimized so a lot of the functions are a hassle. I bet if they had somebody who was available to walk me through the set up process it would be functioning smoothly by now, but don’t have time to continue reading and finding things out by trial and error. So far it has been a bust.

I started out using both Spruce and Doxy, and now use almost exclusively Spruce. Doxy just wasn’t clear enough. This is highly functional, and has many nice communications features such as messaging between appointments and the ability to send documents. I would like to see additional features added. One limitation is the lack of the ability to add a third party to your call, which limits ability to utilize translation services. Maybe there is a way to use it that I cannot think of but...well I haven’t figured it out. Also, I wish I could figure out how to integrate some forms into the communications. I am sure that I could, but the Spruce education is not as user friendly as I’d like. Also, I wish that I could line up my appointments, as I do on my colander. Again, maybe there is a way to do that, but I haven’t figured it out.

This app was great and allowed me to interact with patients without using my private number and helped stay compliant, for free. Now they have updated suddenly to charge for services and though I don’t need all their features at this time, it’s sad they would charge so much for their services after being able to use it free over 6 years now while always being glitchy and have about a 5-10 minute delay between getting messages from someone sent to you. Overall, it is a decent app if you will use all their features and will pay the higher price for it, but it’s not what I need and will no longer use their app. Since I pay for all features on my EHR, I will only use the feature with my program instead of this app from now on. Will not give a 1 star rating but keep it in middle grounds.

Why is it so difficult to schedule and appointment been trying for 4 days now, the virtual texting app has me soraking to someone who scheduled me an appointment and never checked to see what location I needed that just scheduled me For Pasadena thank goodness 3 days later I decided to ask bc I just assumed I was talking to someone at the Lu action o called which happened to be lake Jackson Texas… this guy just seemed to pick any li action he wanted and now I still don’t have an appointment… y’all need to do better or allow patients to call the clinic of their choosing and make their own appointments, this is very inconvenient and aggravating to say the least. If I had the option to call myself to the location o would have had my appointment scheduled in minutes instead of hours or in my case days. Do better there’s got to be a better way, bc this isn’t it

My provider and I have only used this app for messaging. So far it has been working out fine. My only issue is that even though I can set for Face ID to be used to open it, my messages are still at risk for expose when switching between the apps. Most banks and other apps with personal information will have a privacy “cover” that is used in that situation. Considering sensitive information may be discussed, it would help ease my concerns and make this app even better if the same thing was used to protect my information in my messages.

One of the most chaotic communication apps I’ve ever used. I’m sure there are plenty of good features and it’s nice but the inbox is so chaotic. It lumps together every for of incoming communication (texts, voicemails, missed phone calls) so it’s hard to decipher what you’re looking at or find what you’re looking for at a glance. I also am annoyed that incoming calls don’t display the contact name so you can’t know who’s calling until you answer. I also ported my phone number from google voice and for some reason, I haven’t been receiving any texts messages for the last two days. I’m stressed.

There are several options on the spruce app. To refill your medications, make an appointment, talk to your psychiatrist , etc. but if you press one of those little options, then you can’t press any of the other options until the office gets back to you. Which is normally 2 to 3 days , and only then do you have the option to press the other buttons. It is not user friendly, and it doesn’t make sense that I wouldn’t be allowed to both request a refill, and make an appointment at the same time. It has truly caused so much stress.

When I click on the “APP SUPPORT”, all it says is “404 not found”....whatever that means. I’m not sure why, but my provider asks me to send test result pictures from my phone and the instructions are to click on the “+ icon”, but their is NO + icon available... The app version says it is “version 3.7.15”.... My question is, is their a NEWER app version, or is that it, version 3.7.15? Can someone please help? Otherwise, I would definitely give the app a 4 Star rating. Thank you!

Features and price seem reasonable. After spending time reading and comparing the available info, I decided to do final tests on reception clarity for calls etc. I was met with the following caveats as I am Canadian. None of this is available on the website info, which is the reason for the 2* review. Feels disingenuous, wasted hours of my time as these include obvious dealbreakers for me, and these seem to be well known but intentionally left off of the available information. I can’t begin a relationship with a company I can’t trust. — **Calling out using your mobile** When you make calls through Spruce, we use your personal cell phone's carrier minutes to make the call. We do this by calling a third-party number to disguise your personal cell number and show your Spruce number to your callers. When the system does this, it calls a U.S.-based number, so you will incur U.S.-based long-distance charges if your personal cell phone does not have free calling to the U.S. We are adding internet calling from the cell phones at some point in the near future so check back with us. You can use Spruce VoIP phones, which use the internet, so they would not have the same long-distance fees. This is available on the Communicator plan only. ​ Anyone who calls your Spruce number will call a local number, so long-distance charges will not apply. This process will apply whether you port in your local number or we get you a new Spruce number. **SMS outbound texting restrictions** Due to new regulations regarding SMS texting, you must be a registered business with our system to send outbound SMS texts. Canada's regulations differ from the U.S. and cannot be done as easily, so we often see issues with this approval process. If you want to send SMS texts, you will need a Provincial or Federal Corporation/Registry ID Number. Without that, we cannot register your account and do not recommend using our product now. **HIPAA + Canadian security laws** We don't have any policy on Canadian law or regulation for privacy and security. However, we follow HIPAA guidelines and have completed the SOC 2 Type II audit.