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The app is supposed to help with communication between a doctor’s office and patient, instead it creates an even bigger bureaucratic bottle neck than is already taking place at Northwestern Fertility Clinic. My experience has been that I have several extra steps each time I need to connect with the office: logging in each time (no ability for facial recognition), having a limited amount of sender options (I can’t email a nurse directly, only my doctor but they never respond directly), unresponsiveness (sometimes I have to wait days for an urgent question to be answered) and runaround from the office (when I call the office they tell me to send a MyChart message) and when I send a MYChart message I see that someone has read it but not responded. The app does have some good UI elements: easy to find the message, billing and results sections. The bones are there for it be a great app with a little consideration for the patient experience. I don’t have insight into what the doctors and nurses see on their end, but it seems like there could be some better designs in place to help connect the two sides. Get a UX expert, it’ll be well worth it and save a lot of time, frustration and patient retention.

I have diabetes. My doctor requests that I send my readings to his office, but I can only attach an image or a video to a message to my doctor. My meter is connected to my phone and creates a PDF file to forward to my doctor and I thought I had done this in the past through this app,but I can no longer attach a PDF file to a message to my doctor. Even more problematic is in the billing area. I participate in a Flex Spending Program through my employer. When I submit claims, they require documentation which is submitted to them in the form of a PDF file or a picture of the bill. I am unable to upload the invoice with the necessary details and thus cannot get reimbursed for these expenses. It would be so nice to print the statement and take a picture or upload a PDF file that I could forward to my benefits manager.

Northwestern Medicine has converted immediate cares into Primary Care health 2.0. Now you need to make a reservation when you throw your back out to try and beat the people going in for blood work. Totally defeats the idea of “immediate” care but oh well. The app constantly crashes when you try and make a reservation for an immediate care. Also crashes half the time when trying to click on the location. It’s almost as if they are trying for force you to pay more money to go to an emergency room to get medicine. Funny how things come full circle. Urgent cares were made to help with overcrowded waiting rooms in the emergency room and now things are so complicated for immediate cares that it’s just easier to go to an emergency room. Maybe Northwestern Medicine has become too big for its own good.