Duly Health and Care

The doctors in my opinion are excellent, sorry to say the help that they had on the day of my exam the lady was very hard to understand,broken English couldn’t understand a lot of things that she was asking, who knows if I failed my test or not because I couldn’t understand what she was asking me. The other thing is that my brother passed away in 2021 I provided a death certificate and letter of office and they refused to talk to me saying that they needed permission!!! They keep sending me a bill but legally the window for that has closed so after at least the eighth if not tenth attempt screw them, they have all the information but refuse to talk to me.

I can’t seem to get timely responses when using the “ask a question, send a message “ app. Yes, I know it says use it for non- urgent issues, expect two days for response. Some offices reply same day, others 3 to a week or not at all, or the reply never answers the questions I’ve asked, (are the lawyers telling them not to say anything?) but they then say “if you have questions call”. When I call I get 10-15 minutes of duly vision statements and mission statements on hold, (not to mention all the tv displays of same mission statements all over the offices) when all I want is answers or advice from my doctor. It’s no help when you need information from your doctor but their closest appointment is two months away and the ask a question app seems a runaround, and if you miss a beep on your phone you’ve missed your waitlist opportunity. This system gives the appearance of and has potential for an improvement, but I think it does not demonstrate an improved functionality. I wonder how much money those mission and vision statements cost, and all the tvs in all the waiting rooms to display them, and maybe the money would have been better invested in hiring more nurses and doctors so they could have a few more minutes for each patient, so they can give them “health care as intended” (“as intended”? As intended by who, an insurance company or a bunch of managers?) Current system impedes communication more than facilitates it. I can’t believe that’s “as intended”.

Since the change from DuPage Medical Group to Duly Healthcare, contact with the doctor’s office has become onerous with the central system screening all calls and wanting private information before allowing contact with the people in the doctor’s office. The email contact system is questionable because, while the email is addressed to the doctor, the screening process allows multiple people to read it. Understanding that the doctor cannot possibly answer each email sent, why isn’t there a contact list for the doctor’s nurses. Why am I receiving “Wellness Visit” solicitations from Duly in my doctor’s name when that was done in January? I am certain that my doctor is not initiating these messages. Is Duly really trying to increase revenue by asking doctor’s to provide unnecessary appointments? Why does the website no longer provide historical charts of lab results? They were available before you changed the system and were very helpful in quickly viewing changes between test results. It made patients able to assist doctor’s in their health care by having reasonable questions about trends. The Duly system has been in place for several months now and it has not improved. I am not sure if this is because of the new affiliation with North Shore instead of Edwards-Elmhurst, but I would definitely be interested in an answer to why things have downgraded since the change.