HENO EMR has built a solid reputation among physical therapy practices with its all-in-one approach to practice management. With 47 verified user reviews on Capterra and a 4.5/5 rating on Software Finder, many practices find value in HENO’s simplicity and integrated billing services.

But a closer look at user reviews reveals recurring problems that are driving practices to seek alternatives:

  • Billing service quality issues (“they would just take the standard answer they got instead of investigating”)
  • Critical patient safety glitches (“therapists inadvertently sending the report of one patient to another”)
  • System stability concerns (“occasional glitches and slow performance…the software freezes or crashes unexpectedly”)
  • Fax number failures affecting business operations
  • Limited customization and missing features like e-prescribing

If you’ve experienced any of these frustrations, you’re not alone. This guide explores what’s driving physical therapists away from HENO in 2025 and presents better alternatives that address these critical issues.

Why Physical Therapists Are Leaving HENO in 2025

1. Billing Service Issues That Impact Cash Flow

One of HENO’s main selling points is their integrated billing service, but user experiences reveal significant quality concerns.

The Problem:

According to verified reviews from Software Advice, one practice reported:

“We had a decent amount of trouble with the billing service. For example, they would call one of our payers and just take the standard answer they got instead of investigating whether what the rep said was actually true.”

This lack of thoroughness in reimbursement follow-through can directly impact your practice’s revenue. When billing staff don’t investigate denials properly or accept payer rejections without question, you lose money that you’ve legitimately earned.

The Real Cost:

Studies show that approximately 26% of insurance claims are denied for eligibility problems, and $262 billion in claims go unpaid annually in the U.S. When your billing service isn’t fighting for every legitimate claim, these denials hit your bottom line hard.

One practice noted they “considered removing the billing service and just doing the EMR, but that was pretty expensive so we decided to just switch” entirely.

2. Patient Safety Concerns: Data Sent to Wrong Recipients

Perhaps the most alarming issue reported by multiple HENO users involves patient confidentiality breaches due to software glitches.

Critical Safety Issue:

According to reviews documented on EMRFinder and Software Finder:

“A few different therapists inadvertently sending the report of one patient to another due to a glitch with their email service.”

This isn’t just embarrassing—it’s a potential HIPAA violation that could result in:

  • Federal fines ranging from $100 to $50,000 per violation
  • Damage to your practice’s reputation
  • Loss of patient trust
  • Legal liability

For any healthcare software, patient data security should be non-negotiable. Multiple therapists experiencing the same glitch suggests a systemic problem rather than isolated user error.

3. Software Stability and Performance Problems

While some HENO users report smooth operations, others describe frustrating reliability issues.

Reported Issues:

From verified user reviews on Capterra:

  • “Occasional glitches and slow performance which is frustrating when the software freezes or crashes unexpectedly”
  • “Pulling information over from eval for progress reports is an issue, carry over of information can be difficult to locate”
  • “The reports are still a little clunky, and disorganized. There are still occasional bugs that have to be worked out”

Impact on Your Practice:

When your EMR freezes during a patient visit:

  • You lose valuable treatment time
  • Documentation gets delayed
  • Patients experience longer wait times
  • Staff productivity drops
  • Billing gets backed up

Even “occasional” crashes add up over time. If you’re experiencing freezes weekly or monthly, that’s hours of lost productivity annually.

4. Fax Problems and Business Continuity Issues

Several users reported serious problems with HENO’s integrated fax functionality that disrupted their practice operations.

Documented Fax Failures:

From Software Finder reviews:

“They gave me a non-working fax number, then after I, myself, discovered the issue, they gave me a new fax number. Heno would not reimburse me for redoing signs, postage, business cards, etc…”

The practice continued: “They wouldn’t let me out of the contract even though I couldn’t use the EMR for a full month because no faxes were coming in.”

Business Impact:

A non-functional fax number means:

  • Referrals never arrive
  • Prior authorizations get delayed
  • Insurance documentation goes missing
  • Physician orders don’t reach you
  • Your practice appears unprofessional

Having to reprint business cards, signage, and stationery while being held to a contract you can’t use is particularly frustrating for startup practices operating on tight margins.

Note: HENO has reportedly improved their fax testing process, now personally testing both sending and receiving faxes before issuing numbers to customers.

5. Limited Customization and Missing Features

While HENO offers some customization options, users consistently note limitations compared to competitors.

Feature Gaps:

According to EMRFinder and Software Finder:

  • No e-prescribing integration (HENO acknowledges this limitation)
  • No lab integrations (making it “not the perfect fit for MDs”)
  • Limited customization compared to other EMR software
  • Clunky reports that can be disorganized

One user noted: “While HENO EMR offers some customization options, they are limited compared to other EMR software.”

Workflow Problems:

Users also report template issues:

“Info doesn’t transfer into customized templates…manual transcription still needed for customized initial evaluations”

If you’ve built custom templates expecting data to flow automatically, having to manually transcribe information defeats the purpose of an integrated system.

6. Contract Rigidity and Customer Service Concerns

Several users expressed frustration with HENO’s contract policies and customer service approach.

Contract Issues:

From Capterra reviews:

“The customer service, specifically their contract policy, is archaic…I will warn others to stay away from HENO if it’s the last thing I do. As a start up business they instantly put me in the hole by about $1000 for their error.”

Another review: “It literally says ’the only option is to stop using the software’ and continue getting charged for it.”

The Impact:

When you discover the software doesn’t meet your needs in the first month or two, being locked into a two-year contract creates:

  • Ongoing costs for software you don’t use
  • Delayed transition to a better solution
  • Negative cash flow impact for startups
  • Frustration and resentment

What to Look for in a HENO Alternative

Based on the pain points above, here are the essential features your HENO alternative should have:

Essential Features Checklist:

  • ✅ Proactive, thorough billing support that investigates denials rather than accepting them
  • ✅ Proven data security with no reported glitches sending patient info to wrong recipients
  • ✅ Stable, reliable performance with 99.9%+ uptime and minimal crashes
  • ✅ Working, tested fax integration (if needed for your referral sources)
  • ✅ Flexible contracts with reasonable cancellation policies
  • ✅ Transparent pricing with no surprise fees
  • ✅ E-prescribing capabilities (if you work with MDs or need prescriptive authority)
  • ✅ Better customization with data flowing automatically into templates
  • ✅ Responsive support that takes accountability for issues

Top HENO Alternatives for Physical Therapy Practices in 2025

1. Proactive Chart — Best for Practices Prioritizing Reliability and Value

Pricing: Starting at $79/month per provider (all-inclusive, no hidden fees, no setup costs)

Why practices are switching from HENO:

Proactive Chart addresses the specific frustrations that HENO users report—billing quality, system stability, and transparent pricing—while maintaining the simplicity that attracted practices to HENO in the first place.

Reliable Billing with Quality Follow-Through:

Unlike the “take the standard answer” approach reported by HENO users, Proactive Chart’s integrated billing support investigates denials properly and fights for your legitimate reimbursements. You get:

  • Detailed denial analysis and appeal support
  • Proactive claim tracking and follow-up
  • Clear reporting on claim status and AR aging
  • Direct communication with your billing specialist

Rock-Solid Stability:

Proactive Chart maintains 99.9% uptime with zero reported data security glitches. When you’re treating patients, your EMR just works—no crashes during documentation, no freezing during busy clinic hours, no worrying about patient data going to the wrong person.

Truly All-Inclusive Pricing:

HENO’s pricing starts at $99/month per provider, but the total cost varies based on billing service percentage fees and add-ons. Proactive Chart’s $79/month includes:

  • Complete EMR with PT-specific templates
  • Integrated billing and claims management
  • Patient portal and digital intake forms
  • E-prescribing capabilities (what HENO lacks)
  • Automated superbill generation
  • Integrated eFax with tested, working numbers
  • Unlimited support via email, chat, and phone
  • Free data migration assistance

Total Cost Comparison (1-Year, Single Provider):

FeatureHENOProactive Chart
Base subscription$1,188/year ($99/mo)$948/year ($79/mo)
Billing service% of collections (variable)Included in base price
Setup/implementationVariable$0
Training costsVariable$0 (free onboarding)
E-prescribingNot availableIncluded
SupportIncludedIncluded (faster response)
First Year Total$1,500-2,000+$948
Annual Savings—$552-1,052+

Better Template Customization:

Unlike HENO where users report “info doesn’t transfer into customized templates,” Proactive Chart’s template engine automatically pulls data forward from evaluations to progress notes, saving time and eliminating manual transcription.

Flexible, Fair Contracts:

No two-year lock-ins. No penalties for discovering the software doesn’t fit in the first 30 days. Month-to-month flexibility after your trial period.

Perfect for:

  • Solo practitioners and small PT clinics (1-5 providers)
  • Practices switching from HENO due to billing or reliability issues
  • Startups wanting stable software without contract risk
  • Cash-based and insurance-based practices

Try Proactive Chart Free for 30 Days →

2. WebPT — Established Option with Higher Costs

Pricing: Starting at $3/day per provider (~$1,095/year), plus implementation fees

Pros:

  • Large user base and established market presence
  • Comprehensive PT-specific features
  • Extensive reporting and analytics
  • Strong integration ecosystem

Cons:

  • Frequent system outages reported (quarterly major downtime)
  • Significantly more expensive than HENO or Proactive Chart
  • Implementation fees ($1,000-5,000) and training costs ($200+)
  • Difficult data export when leaving
  • Complex pricing with add-on costs

Total First-Year Cost: $3,390+ (vs. HENO at $1,500-2,000, vs. Proactive Chart at $948)

Best for: Larger practices (5+ providers) who can absorb higher costs and want extensive analytics

For detailed analysis, see our guide: WebPT Alternatives: Cost and Reliability Comparison

3. Prompt EMR — Feature-Rich but Premium-Priced

Pricing: ~$289/month per provider ($3,468/year)

Pros:

  • AI-powered automation features
  • Comprehensive therapy-focused platform
  • Advanced analytics and reporting
  • Modern interface

Cons:

  • Significantly more expensive than HENO (nearly 3x base price)
  • Users report stability issues (“the system goes down”)
  • “Most features cost extra” according to reviews
  • Usability complaints (“notes take forever to complete”)

Total First-Year Cost: $3,468+ (vs. Proactive Chart at $948)

Best for: Well-funded practices that need AI features and can justify premium pricing

For detailed comparison, see: Prompt EMR Alternatives: Usability and Support Comparison

4. Jane App — Modern Interface for Cash-Based Practices

Pricing: Starting at $74/month for basic features

Pros:

  • Beautiful, modern interface
  • Strong patient booking and communication tools
  • Good for multi-disciplinary practices
  • Telehealth integration

Cons:

  • Not PT-specific (limited therapy templates)
  • Insurance billing capabilities less robust than specialized PT EMRs
  • Less comprehensive documentation compared to therapy-focused systems

Best for: Cash-based or mixed practices that prioritize patient experience and aesthetics

For side-by-side feature comparison, see: Jane App vs. Proactive Chart: Which is Right for Your Practice?

5. Clinicient — WebPT-Owned Enterprise Solution

Pricing: Starting at $199/month per provider

Pros:

  • Owned by WebPT (established company)
  • Designed specifically for PT/OT clinics
  • Strong scheduling and billing features
  • Outcome tracking capabilities

Cons:

  • More expensive than HENO or Proactive Chart
  • Shares some of WebPT’s infrastructure (potential outage issues)
  • Enterprise focus may be overkill for small practices

Best for: Mid-size to large practices (5-20 providers) needing enterprise features

For detailed comparison, see: Clinicient Alternatives: Is There a Better Value?

Making the Switch: Migration from HENO

If you’ve decided to leave HENO, here’s how to make the transition smooth:

1. Document Your Reasons and Review Your Contract

Before initiating your switch:

  • Document specific issues you’ve experienced (billing problems, glitches, support failures)
  • Review your HENO contract for cancellation terms and notice periods
  • Calculate total cost of staying vs. switching (including contract penalties)
  • In many cases, even paying an early termination fee is worth it given long-term savings

2. Request Your Data Export Early

Don’t wait until the last minute. Contact HENO support directly:

  • Request bulk patient chart export
  • Ask for all patient demographics and appointment history
  • Get complete documentation (evaluations, progress notes, discharge summaries)
  • Request billing data separately (AR balances, claim history, credits)
  • Download any custom templates you’ve built

Important: While HENO should provide your data, initiate this process well before your intended switch date to avoid delays.

3. Choose Your New EMR and Start Trial

  • Sign up for free trials (Proactive Chart offers 30 days, full-featured)
  • Import sample patient data to test workflows
  • Have 2-3 team members test documentation in realistic scenarios
  • Verify billing integration with your clearinghouse
  • Test any critical features (eFax, e-prescribing, patient portal)

4. Plan Your Transition Timeline

Week 1-2: Evaluation Phase

  • Free trial signup and initial setup
  • Import sample data and configure templates
  • Test critical workflows with your team
  • Verify integrations (clearinghouse, fax, etc.)

Week 3-4: Training Phase

  • Train all providers and front desk staff
  • Set up patient portal and intake forms
  • Configure scheduling preferences
  • Test billing workflows with sample claims

Week 5-6: Parallel Operations

  • Continue using HENO for active patients
  • Begin documenting new evaluations in new system
  • Run both systems simultaneously
  • Verify data accuracy and completeness

Week 7: Full Cutover

  • Complete final data export from HENO
  • Import all historical data to new EMR
  • Update clearinghouse connections
  • Notify patients of new portal (if changed)

Week 8: Verification & Cleanup

  • Submit cancellation notice to HENO
  • Verify all data migrated correctly
  • Ensure no claims stuck in HENO system
  • Final staff questions and workflow optimization

For detailed migration strategies and checklists, see our comprehensive guide: How to Switch EMR Systems Without Losing Data

5. Leverage Migration Support

Most modern EMRs offer migration assistance:

Proactive Chart Migration Support Includes:

  • Dedicated onboarding specialist assigned to your practice
  • Data import and field mapping from HENO format
  • Template setup based on your current workflows
  • Live training sessions for your entire team
  • Post-migration verification and troubleshooting
  • No additional fees for migration support

6. Manage Your Billing Transition

If you’ve been using HENO’s billing service:

  • Complete pending claims in HENO before switching (or ensure claims data exports)
  • Set up clearinghouse connection with your new EMR
  • Update payer enrollment if needed (typically not required)
  • Run test claims before going live
  • Monitor first week closely to catch any submission issues early

For billing-specific migration strategies, see: Physical Therapy Billing and RCM: Complete Guide

Frequently Asked Questions

Q: Will I lose my patient data if I switch from HENO?

A: No, but you must be proactive about requesting your data export. HENO should provide your patient records, demographics, and documentation. Work with your new EMR provider (like Proactive Chart) to import the data correctly and verify completeness. Start the export process early—some practices report delays in receiving their data from various EMR vendors.

Q: Can I export my custom templates from HENO?

A: Custom templates are typically configuration settings rather than exportable data files. You’ll likely need to rebuild them in your new EMR, though most providers (including Proactive Chart) offer template setup assistance as part of migration support. This can actually be an opportunity to improve workflows based on what you’ve learned.

Q: What about my billing service percentage fees with HENO?

A: HENO’s billing service is typically priced as “a percentage of insurance revenues generated each month.” When you switch to Proactive Chart, billing support is included in your flat $79/month fee with no percentage charges, making your costs more predictable. Calculate your annual billing service fees with HENO to determine your true savings potential.

Q: How long does it take to switch from HENO?

A: Most small practices (1-3 providers) complete their switch in 6-8 weeks, including parallel operations:

  • Weeks 1-2: Trial and evaluation
  • Weeks 3-4: Training and setup
  • Weeks 5-6: Parallel operations
  • Weeks 7-8: Full cutover and verification

Larger practices may take 8-12 weeks depending on data volume and workflow complexity.

Q: What if HENO won’t let me out of my contract?

A: Review your contract carefully for cancellation terms. Document any service failures (system glitches, billing errors, fax problems) that may constitute breach of service level agreements. In some cases, particularly egregious service failures (like the non-working fax number example) may give you grounds for early termination. Consult with a business attorney if needed. Even if you must pay early termination fees, calculate whether long-term savings justify the one-time cost.

Q: Can I try before committing?

A: Absolutely. Proactive Chart offers a 30-day free trial with complete access to all features—EMR, billing integration, patient portal, e-prescribing, eFax, and support. This gives you time to import sample data, test your specific workflows, train your team, and verify the system meets your needs before making any financial commitment.

Q: Will my therapists need extensive retraining?

A: Most therapists find modern EMRs like Proactive Chart intuitive, especially if they’re already familiar with HENO’s cloud-based approach. Typical training time is 2-4 hours for clinical staff, with most providers documenting efficiently within 3-5 days. The interface is designed for speed—most users find documentation faster in Proactive Chart than HENO once they’re past the initial learning curve.

Q: What about integrated eFax? HENO’s fax numbers had issues.

A: Proactive Chart includes integrated eFax with thoroughly tested numbers. Following issues reported by HENO users, our onboarding process includes:

  • Testing both incoming and outgoing faxes before go-live
  • Verification that your fax number receives from common fax providers
  • Monitoring during your first week to catch any delivery issues
  • Direct support line if any fax issues arise

You’ll get a working, tested fax number from day one, included in your base subscription.

The Hidden Costs of Staying with HENO

When evaluating whether to switch, consider the true cost of staying with HENO:

Direct Costs:

  • Base subscription: $99/month = $1,188/year
  • Billing service percentage fees (variable, often 5-8% of collections)
  • Any add-on features or customizations
  • Annual Total: $1,500-2,500+ per provider

Indirect Costs:

  • Lost revenue from billing service not investigating denials thoroughly ($5,000-15,000+ annually for many practices)
  • Productivity loss from system freezes and crashes (10-20 hours annually = $500-1,000 in staff time)
  • HIPAA violation risk from reported patient data glitches (potential fines: $100-50,000 per incident)
  • Business disruption from fax number failures (delayed referrals, missed authorizations)
  • Staff frustration leading to turnover (replacement costs: $3,000-8,000 per position)

Total Hidden Cost of HENO Issues: $8,600-74,000+ annually (depending on severity and frequency)

Compare this to Proactive Chart’s all-inclusive $948/year with no reported billing issues, data glitches, or system stability problems.

For more on understanding total cost of ownership, see: The Hidden Costs of “Free” and Low-Cost EMRs

The Bottom Line: Is It Time to Leave HENO?

HENO pioneered an integrated approach to therapy practice management, but the recurring issues documented in user reviews—billing service quality, patient data glitches, system crashes, and fax failures—create real risks for practices that depend on reliable software.

You should seriously consider switching if:

  • ✅ You’ve experienced billing service issues where staff “just take the standard answer” from payers
  • ✅ You’re concerned about patient data security after hearing about report-sending glitches
  • ✅ Your system freezes or crashes frequently enough to disrupt operations
  • ✅ You’ve had fax number problems affecting your referral flow
  • ✅ You need e-prescribing capabilities that HENO doesn’t offer
  • ✅ You’re frustrated with limited customization or data not transferring to templates
  • ✅ You’re locked into a contract for software that isn’t meeting your needs
  • ✅ You’re a startup and can’t afford the $1,000+ hole one reviewer described

Proactive Chart was built specifically to address these issues—reliable billing support that investigates denials, rock-solid stability with no data security glitches, transparent all-inclusive pricing at $948/year, and month-to-month flexibility without contract lock-ins.

Ready to Leave HENO Behind?

Start Your Free 30-Day Trial of Proactive Chart →

No credit card required. No setup fees. No commitment. Just a more reliable EMR experience with better billing support and meaningful cost savings.

Have questions about switching from HENO to Proactive Chart? Our team is here to help. Contact us for a personalized migration consultation and data export assistance.