Avoid. Prolonged issues, poor communication and promises not honoured
We have used Clinix/imatta as a practice management system for our psychology practice, and unfortunately our experience has been extremely disappointing.
The platform recently experienced significant issues which have made it effectively unusable for important aspects of running our business. These are not minor inconveniences. The problems have had a direct impact on our ability to manage our practice and communicate effectively with clients.
What has been particularly concerning is the complete lack of meaningful communication or support. We have repeatedly contacted the company about the problems, along with a number of other affected practices, but emails have been ignored or left without a substantive response. We have been left with very little information about what was actually happening or when the problems would be genuinely be resolved.
The company eventually acknowledged that we were entitled to a refund for the period during which we were unable to use the platform and gave us a timescale for this refund. That timescale has now passed, and we are still waiting for the promised refund.
At this stage, the biggest issue is not simply that the platform has had technical problems. Technical problems can happen. It is the combination of the prolonged disruption, lack of communication, failure to resolve the issues within the timescales given, and now failure to deliver a refund that was explicitly promised.
We have reached the point where we have no confidence in the company’s competence to provide a reliable service and, perhaps more importantly, no confidence that what we are told by the company will actually happen.
There are a number of other practices experiencing similar issues, and we are now having to consider alternative systems because we simply cannot continue to rely on a platform that is so unreliable and a company that is so difficult to communicate with.
I would strongly recommend that anyone considering Clinix/imatta for their practice management system looks very carefully at the current customer experience before committing their clinical practice to this platform.