Wondering if anyone else experiences difficulty with new clients accessing intake and forms? Today, I had yet another new client say that she could not advance to the other forms after she completed one. The portal would not let her advance to the next set of forms. I would say that at least 8 out of 10 new clients has some sort of difficulty with the portal. Is it me? At first I thought it was the client, but now it’s been several years and still no change. Sending them a video from Theranest is not helpful. I have pretty high functioning clients so not sure what the issue is. Has anyone else had complaints from clients? It’s really annoying because it takes up a lot of my time.
Question
Clients Constant hdifficutly with Theranest Portal
Hi
Without knowing all the details of the setup, one possibility that comes to mind is that there may be a required field on one of the intake forms that wasn't completed. If a required field is left blank, TheraNest won't allow the client to move forward to the next form.
We do offer a Client Help section in our Knowledge Hub with articles and resources designed specifically for clients navigating the portal. If you haven't already, it may be worth sharing those resources with clients who are experiencing issues.
Since you've seen this happen repeatedly, I'd also recommend reaching out to TheraNest Support. They can review the specific client records and investigate whether there's an underlying issue with the forms, portal access, or account configuration. That will help determine whether this is related to form requirements or something else occurring behind the scenes.
Hopefully others in the community can share their experiences as well, but Support should be able to take a deeper look into the cases you've encountered.
We have had consistent and extremely frustrating experiences with new clients getting stuck, having to repeat the forms multiple times or not being able to access their portal from the initial invite. It is not a smooth onboarding experience for our clients. Bad look for our practice. Not a user friendly system. Used to be so much better.
I agree. I don't know what the issue is but it is super frustrating and telling providers to go to the Theranest help center is even more frustrating. It would be different if that were helpful but it isn’t. If it were helpful, then obviously I wouldn't need to post here. If it weren't such a hassle to move to another platform, I would have done it a long time ago.
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