Contact Nemours Support

I thought this service was excellent at first. Saw a doc quickly, sign up was quick, and doc was nice. I paid before my son was ever seen. However, FIVE months later I got a bill for the exact amount I paid saying now payment had been made on account. I tried calling the billing office a couple times it was very limited hours and closed for lunch. I finally got someone on the phone and they were very short with me and then hung up on me. I called back and got another person who wanted to me email over a copy of my credit card statement as proof I paid and told me that this happens often when you pay through the app. I’m still working on getting it straight. Will never use this app again.

When the app doesn’t work, don’t bother calling the help desk, especially on a weekend. The only thing they can do is send an “escalation” email, which will not be reviewed until the next business day. And, if the app is broken because of tech work that takes it offline, they wont necessary know unless. How is that possible for a technical help desk? They wont provide any other information until you provide name, phone number, address, child’s name, child’s DOB. That seems completely unnecessary to address a technical problem that the app doesn’t work and wont load (neither will the website).

App is very useful, and maintains a full list of all virtual and in person interactions with the Nemours system. We’ve used it for virtual visits in-app and it’s worked well. The app has also received significant updates in the 2 years I’ve been using it. The UX is good though not always intuitive, and to access particular pieces of information you often need to navigate through multiple nav menus. The load times for each view are frequently slow, so finding what you need can take a while.