healow

There has to be a way for you guys to clean up your emails. The emails are packed with tiny text, multiple links, images, so much stuff, when all it needs is a giant “confirm appointment” or “cancel appointment” button. Every time I get a Healow email, I cringe because I’m already irritated that I have to log into an app to complete the process and aside from being a simple appointment reminder, WHY does there have to be a full instruction manual junking up the main message? Keep. It. Simple. Please, I’m begging you. From a tired, overstimulated mom, less is more and your cleaned up, trimmed down, ridiculously simplified version would be SO appreciated by the end-user. Additionally, all I needed to do was check in my son for a well visit and, while filling out a bunch of online forms, the app prompted me for a Face ID twice, even though I was logged in already. Like, I’m in the middle of pages of check in, and the Face ID thing randomly popped up. Also, my other son is showing links to “pay” for prior visits from 2024, which I’m sure I’ve already paid, and then when I click on the link it says that statement isn’t available anymore. Do I owe something?? Am I past due on something?? I haven’t received anything in the mail about it. Please have someone address these issues with Healow for a better, smoother experience. Thanks.

The app used to be a bit easier to navigate. However, over time and updates it has become cluttered and less navigable. It took myself and my doctor’s assistant to figure out how to add their practice to my account. I thought I was going crazy until she had the same experience. There were so many loops to go through that didn’t flow well. After jumping around and running in circles, the practice finally showed up in strange areas. When I tried to access the practice, it would default to an old provider I haven’t been to or used for over 5 years. Every function defaults to that provider’s practice, and since it’s reading it as a default, it’s very difficult to find a way to delete this old one. I can delete others like my PCP, but not the one I want to delete. Also, my specialist physician I worked on with this app sent me a test message and it took over 15 minutes to receive and it doesn’t give you a notification. I had to go into the messages to see if it showed. If I hadn’t been checking, I would’ve missed it. It’s aggravation no one has time for especially when dealing with sensitive health issues. I’m a previous computer programmer and I know from professional experience that this is all a programming issue that could easily be resolved with more attention, care, intellect, and testing. Start programming from a patient’s perspective who may be using multiple providers. Imagine your users not being tech savvy—design from that perspective. For your sake, I sure hope something is done before providers drop their accounts with Healow due to negative feedback from their patients.

I picked a provider based on the conditions I may be struggling with. Took a week it feels like to even get someone to communicate with me on why it kept asking for my insurance and ID after uploading it several times. I even uploaded my history with medications from my previous doctor I had before moving out of state last summer. In which I’m only taking on for migraines. I finally got through to someone by email. Then was quickly denied care because they don’t treat basic mental health conditions and that they don’t take my insurance. I literally selected a provider based on both that they suggested to me based on my insurance and conditions. My insurance is listed right at the top. This just adds another layer to my trauma caused my medical care. I’ve been trying to get through the past year with no care and I’m struggling. It’s hard going from thinking you will have someone to talk too soon to nothing. I would avoid this app and their providers as a result. I’ve been crying all morning. It was a huge step for me to even reach out to this new form of care.