HMSA: 24/7 Online Doctor Visit

HMSA Online allows me to connect with and keep appointments with professionals during the times that work for me, and from the convenience of my own space (wherever I happen to be in the islands, as long as my hotspot is working or I otherwise have internet.)I really appreciate the flexibility this APP affords. Yes, there are some glitches in the system that sometimes interrupt the feed or drop the call, but the system often reconnects me by itself. And if that doesn’t happen, my provider simply sends me a new invitation for "60 seconds from now" and we reconnect by starting another session (but still billed as one session, I'm not asked for another copay.) I really appreciate the ability to schedule with whom I want, whether or not they and/or I happen to be on the Big Island on any particular day. As long as the provider is licensed in Hawaii (and and providing services thru HMSA Online,) I can have an appointment with them without actually leaving home (or flying to another island) to go to their office. It saves us both time, saves me money, and gives me much more access (and to different specialists) than I would normally have living on the Big Island.The only caveat I have is that I think it makes sense to at least meat a few times in person (we sometimes meet up for a “walk and talk session when we are both in the same place, ) and that helps build the continuity list by seeing facial expressions only.

I’ve used this for four sessions with the same health care provider so far. The first two sessions went fine; the third and fourth, when I searched her name at the time of my appointment, system showed her as “OFFLINE” and I wasn’t able to start the call. This was super distressing and hard to sort out, as my sessions are only 30 minutes long, so even a small delay feels huge. I had to wait several minutes until it listed my doctor as “ONLINE” before I could select her for a session. Then I had to skip through all the intake forms and sit through the unnecessary “welcome” video (eating more of my session time). My doctor didn’t know what was happening and couldn’t assist, and I have no clue why it worked fine the first two sessions I had and then developed problems the second two. Also, on the fourth visit, it told me it couldn’t connect to my insurance provider, and it made me pay out of pocket. I got it reimbursed, but why on earth is HMSA’s system not able to connect to itself?? I’m using the Online Care system because I have HMSA insurance! This makes no sense to me! I’ve used other telehealth systems that are way more straightforward and easy (they send you a link via email, you click it and are connected to your provider. Simple). I don’t understand why this one needs to be so counterintuitive and difficult.

Early response: Am happy about receiving medical assistance without having to leave home. Occasional technical glitches. Not the best in informing users of updates that change the interface from an already-existing patient's perspective. I guess they depend on service providers (doctors) to inform patients of changes, but they, in turn, aren't kept informed either. 2019: Changed my rating from four to five but there is a major flaw with their survey form at the end of each session: NONE of the options they provide are a real choice for me so I totally resent having to “fake” an answer as my doctor is NOT available for me to see in person and I don’t need emergency care, etc!! So fix your survey form! 2020: A year later: no one seems to pay attention to suggestions that are more about the survey than the app itself: but the SURVEY is a crucial part of the feedback loop! If I’m forced into saying “I’d do NOTHING” it is not the same as my needing to see a provider who is NOT my doctor in Honolulu- nor is my case an “emergency “ so that option is moot in a therapy session. I depend on seeing my therapist but have no viable alternatives to respond within the app you have created!