Patient Gateway Reviews

by Hbodoesntwork

App shows your new insurance information after entering and after submitting it says it will be processed when you log out but every time I log back in it says no insurance on file. My new insurance is 100% accepted and in network with MGH. I’ve tried adding this 10 times over the last 2 weeks. I even messaged my provider through PatientGateway and crickets after more than a week, yet they add new bills at non insurance rates. Terrible customer service!

by Bostonfans5

Hint to developers — if PatientGateway can’t handle displaying a test result, the pop-up message should direct users to the browser version. It should not simply state “Details not available.” Because — in actuality the details may very well be available— BUT PatientGateway apparently does not support all documents. So for 2 weeks I have been checking my “trusty” Gateway app and wondering when my results will be visible. Finally only to find out they were posted immediately BUT are only visible from a BROWSER. If PatientGateway is going to be that lame at least have the pop-up message direct users to the browser and admit the lameness. Don’t say the info is not “available” and lead people on a wild goose chase for two weeks. I am ready to go back to all paper at this point! Would have been faster and accurate!

by Cygnuspi

PatientGateway should be embarrassing to a Harvard Teaching Hospital. From the history of the reviews, PatientGateway hasn’t worked since the instruction of iOS 13. The last developer comment was the end of September, which may mean the developer was replaced the first of October.
Regardless, Partners has had 3 months to fix the problem. Given the amount of money Partners brings in every year one would think that they could afford to spend a few million to fix PatientGateway.

by Sayshal

So PatientGateway is awful.

First, most of the time it crashes about 10 seconds after login ( I just updated PatientGateway so I can confirm this is the most recent version)

Second, the lack of autocorrect drives me actually insane. It blocks my iPhone’s autocorrect keyboard while typing in PatientGateway meaning that i send my doctor incomprehensible garbage most of the time.

Third, PatientGateway times out and logs you out after about 5 minutes of use EVEN WHEN YOU ARE STILL ACTIVELY USING PatientGateway . So if I try to go through and write a legible message to my doctor it’s never going to get sent because PatientGateway will Time out and delete what I’ve written.

The double inbox is pointless. Inbox 1 is doctor messages inbox 2 is billing. Just merge them! It’s confusing to have two! Unless you LABEL THEM WITH NAMES! Ugh.

PatientGateway has made me realize that as much as I hate elevator music it is often more efficient to stay on hold for 30 minutes than to use PatientGateway.

by ElizaB11223344

Used to be a great app and worked extremely well, but somehow over last few months it’s gotten useless and not at all helpful!! Logging in is difficult and it seems the team there expects everyone to use their computer to login, instead of realizing that if PatientGateway worked well it’s always a patient’s first choice in how to interact with their care team. Totally useless and will prevent me from donating to MGH in the future because of their awful patient experience with PatientGateway !!

by Strider25asffh

PatientGateway was amazing and gave me quick access to my medical information whenever it was needed. Not having to know my password thanks to fingerprint was very very helpful for someone who has memory problems.

Sadly it seems like my phone is no longer supported with the newest update, rendering PatientGateway useless to me now. I relied too much on PatientGateway to help me live day to day and keep in contact with my health care providers and reach my health information and updated medications. Now I feel lost and even more confused. I feel stupid for being stuck in a loop for so long of trying to log in, being redirected to a new version, having my phone tell me it is updated to the best of its abilities and to retry opening PatientGateway then trying to log in again and being redirected to the store to update then being told it's updated and to open PatientGateway then log in using my fingerprint only to be redirected.

Thank you for PatientGateway and thank you for taking the time to read this. It used to make my life much easier to manage

by AnILGsAofndloqhf

I don’t usually write reviews, but these problems address the needs of patients so I think it’s important to write about. Notifications for my “To Do” won’t go away and aren’t relevant any longer (I have a notification from 2002 that has most definitely been addressed by my doctor - why can’t I dismiss this?). I’ve been trying to do something as simple as edit the pharmacies I have listed so I don’t accidentally keep sending my prescriptions to the wrong location (a pain that also causes a delay in receiving my medication and wastes everyone’s time), but it’s no where to be found. If half of the buttons on the main page bring you to the web or aren’t responsive to mobile view anyways - why bother having it in PatientGateway ? The old app may have had a dated design look, but it wasn’t overwhelming with unnecessary/not working buttons like the current one.

by Btt2403

PatientGateway is functional, but it’s inexplicably missing common features that any app in 2018 should have. It’s basically a half-baked attempt at replicating the website.

-you must login with your password EVERY TIME you use PatientGateway ; no Touch ID or Face ID, or even a simple PIN option. If you use a long, complex password to protect your medical info... enjoy entering that manually each time you launch PatientGateway .

**EDIT: it seems that Touch ID is supported, but Face ID is not supported. So if you have an iPhone X, you must continuously enter your password.

-no push notifications, so when your doctor sends you a message or there are new test results, PatientGateway can’t tell you.

-in general, lacking basic features you’ll find on the patient gateway website (like being able to find messages you previously sent to your doctor).

Hope it becomes a real app someday soon...

by Dessy245

Any first time user will be frustrated with the menu of choices. They overlap and don’t make sense in terms of what they actually mean. You have to “learn” how to use PatientGateway. What you would think “should” appear in each category may or may not be there. This needs to be tightened up. The August 11 reviewer nailed it “clunky. “ I am sure there “IT speak” reasons for the set up and choices as they are - but that is irrelevant ....usability for each new user is/are the ultimate benchmark(s).

by Indiebit

PatientGateway has had more bugs than any other I’ve used in years. It has broken so many times over the years that I’ve lost count. The latest release wants me to verify my account via text or email. BOTH fail using PatientGateway . And yes, I updated PatientGateway after the first failures. The only reason I gave it 2 stars is because for some reason the web app works. This has been dead for me the past 2 days with server errors.

by Clc1080

App stopped opening on old iPhone 6S in second half of 2019. Replaced with iPhone 11 Pro late 2019 and app still doesn’t open. Worked great before that happened. Really frustrating because I can’t get on the PG website from work computer due to security issues. Please fix this!!!

by Maplejimjan

Have used PatientGateway with no problems but can no longer sign in. No network connection keeps coming up, even though I do have a connection? Have spoken with support who put me through the usual remedies, which I had already done before I called them. Final word from them is it must be my iPad. Only app I am unable to use on my iPad? Miss having access.

by Slemieux373

Love PatientGateway. Get test results quickly, can look at & confirm upcoming appointments, pay bills, etc. Updated iOS to 13.1.2 and now app won’t open. Rebooted my phone and it still won’t open. VERY frustrating. Would give 5⭐️ won’t until this is fixed.

by AlwaysLookingForTheNextBestIMApp

I use PatientGateway all the time to the point that it feels easier and safer to use this over the web. However, it does dot allow you to selectively download or print statements or other docs if you want to / need to. To the extent that I’m not going to then go to the web to do it, I ultimately switched off paperless billing.

by Epskionline

App used to be almost unusable. After refresh, it is still institutional, but much easier on the eyes and easier to use. Login could be sped up with Face ID integration, just like my bank.

I took off an additional star for lack of iPad support. Your App Store page says iPad compatible, but running an iPhone app on the iPad is hardly what people expect. Full iPad support, please. This is my primary computer, and I would prefer to avoid going through your website if I can.

by Ms. Rucker

I’d really like to see what’s in my sent folder from PatientGateway . I have to go to a desktop and open from a browser to see my sent folder which is a pain when on the run, when I tried using safari from my mobile device (to access my sent folder) it forced me back to use PatientGateway . Fix this one thing and you’ll be a 5-star app for sure!

by Old_gregoire

Overall I’m pretty happy with this. It’s great to be able to see my info on actually health data/appointment outcomes and billing in one place.

However, the message center is pretty clunky. Every message shows up individually instead of being organized into conversations or threads I’m sure that would be even more confusing if I had more numerous/complicated health conditions to manage.

by J-Lowe

PatientGateway is an invaluable resource that gives access to test results, clear channels to correspond with healthcare providers and updates scheduling as well as on bills/payment. It’s well laid out and provides most of the functionality of the full web portal. Not really sure why it gets so many mixed reviews it has been nothing but useful for me.

by Phan-

I recently downloaded PatientGateway . I found it very useful: easy to check appointments, test results, pay bills. The lab test results are displayed in a visual and easy to understand way. I have 3 suggestions for future improvements. 1) Enable each lab results to be displayed longitudinally, so patients can see the changes across time, same as checking stock price by weeks, months, years. 2) Add BMI. 3) Automatically generate a list of all physicians and RNs patients recently visited and enable email access so patients can send email to their providers if they have follow up questions. Thanks for making access complex EHR information efficient and helpful!

by Mrlemonjello2000

Didn’t work when I upgraded to ios13. Deleted and reinstalled. Now it works properly. If you are having issues, delete and reinstall. That should solve your problem.

by Walled In

Many good features but technical support appears unable to correct reported difficulties.
It took them months to admit/resolve a problem until I send them pictures of several screen to lead them to the problem ... Similar inability exhibited not long ago with a different problem.. have given up in trying to engage them in seeking solutions ... at times I resort to direct phone calls to the respective unit..

by Captain Pleasure

The problem is that not all Partners providers use PatientGateway . I have four providers, but only two of them seem to be connected. So all of my emails and appointment requests for two of my doctors go into some inbox that no one checks. What’s the point of being able to send a message to a doctor if no one is going to reply?

by Knick_007_

Been using this for about a year. First of all why does PatientGateway logout every time? Do what banking apps do and have a pin /Touch ID /Face ID to “login”. I get it’s for privacy and all that but there are solutions there to be used. Not implementing them seems lazy. Also push notifications would then be possible. Is this a regulation thing ? I should be able to set it to timeout in 30 minutes...

The auto fill password doesn’t work properly. My email always disappears when logging in. If there is a support email I’ll send a video of this happening.

App also seems very unstable

Going to settings goes to a crappy in app browser.

by Ms. Hungry

I’d really like to see what’s in my sent folder from PatientGateway . I have to go to a desktop and open from a browser to see my sent folder which is a pain when on the run, when I tried using safari from my mobile device (to access my sent folder) it forced me back to use PatientGateway . Fix this one thing and you’ll be a 5-star app for sure!

by Grey009

PatientGateway was working fine on iOS 12.x. On iOS 13.1.2 it crashes upon opening. It never opens. Requires an immediate fix. Update - After deleting PatientGateway and redownloading it from PatientGateway Store, it now works properly. I have updated my rating to 4.