Recuro Care

I contacted Recuro through the app this morning to schedule a counseling appointment which allowed me to pick a provider and 3 available times. The app then froze so I contacted customer support who assured me they could schedule the time and provider I had previously selected. I was told I would be contacted by phone to be informed of my appointment time by phone once they spoke with the provider. I NEVER received a phone call so I checked the app and was shocked to see an appointment I NEVER approved scheduled at a day and time I did not request. I specifically told the rep I was not available that day. When I called customer service after discovering the appointment , they curtly told me they could cancel the appointment (of course still charge me the fee ) even though I never selected or approved that date or time. They were unwilling to reschedule to a different day or time or work with me in ANY way. I was finally given the option to be refunded which will take 10 days and rescheduled which I won’t be doing. As a licensed therapist myself, I’m incredibly upset and frustrated that this is how mental health companies treat their clients.

This was my first encounter with Recuro and I was experiencing flu symptoms and had been to a wedding where others had tested positive. I called Recuro and they immediately called In Tamiflu and advised to call back in two days if symptoms worsened, which they did. When I called back, it was less than an hour and I received a return call with further instructions to try a new protocol for what appeared to be upper respiratory infection and not the flu. In less than 24 hours, I have my new medication and on the mend, all within two calls from the comfort of my home, while recovering. Thank you Recuro for making the process seamless and effortless during a stressful time when I didn't have the energy to fight or advocate for myself!!! I recommend their services 💯 %

This is a tech failure and a risk to vulnerable populations in need. I’m not sure how this app got out of prototyping and testing, but it’s DANGEROUS to be used in this way. Recuro, Baylor Scot and White, and all other medical institutions using the product should recognize the need for quality patient care and rethink their investment into this devastating virtual healthcare app. Recuro has created so many barriers to getting care that it could be dangerous for some. I have scheduled appointments that I logged in for and despite being early and waiting in the “waiting room”, I was never able to make contact with a doctor, so the much needed psychiatry appointments didn’t happen during an intense time of need. Then when other appointment visits have had subtle progress, it has solely been due to committed healthcare professionals who are also struggling with the this terrible technology. When calling the support staff of Recuro to explain that the app was not, and has not been, working, they provided me with empty reassurance that the doctor would be there and that the app would work, which wasn’t true. Not once have I been able to use the app for an online virtual appointment. Instead the two doctors I’ve spoken to have had to call me on a separate line. In addition to the nonfunctional online video visits portal, the app crashes consistently while navigating info on clinics and providers, as well as when submitting information like health histories.