Contact My Doctor Online NCAL Only Support

by DRL 619

This app rarely ever lets me update my test readings from my One Touch Vero Flex meter. It tries to sync with the meter and fails. It has not worked since the last update for the last three months except maybe two or three times in the last 30 days, so I know it can work sometimes and is not totally screwed up and nonfunctional all the time.
This has been the normal way it malfunctions since I installed it almost a year ago. It worked OK until the first update and since then every update makes it worse.
I cleared the app and reloaded a fresh copy several times and that did not change anything.
The data logger that came with with the meter will update the readings in the One Touch database automatically every time I use the meter if my iPad is within range even if it is off in standby mode. The Kaiser app also automatically uploaded meter readings before the first update but has never even worked with any kind of attempt to upload a meter reading since the first update.
Nobody from my Kaiser caregivers has ever asked me why there have been no new meter readings for the last month so I guess it is not as important to them as I was led to believe, but the meter readings are at least actively stored and reviewed by LifeScan who made the meter and still support it with updates to the app that still continue to work as expected.

by SpanishHeart722

This app worked great in the beginning when I joined Kaiser in August last year. However, considering the service I received this time around, I think I will call my employer and have them drop my coverage because I’ve been given nothing but the runaround. When I try to send an e-mail, I kept getting an error message that says “We’re sorry. Our servers are currently experiencing technical difficulties. Please try again later.”

The first time I called IT, they took me through a series of steps (e.g., restart the app, tried the browser). Nothing worked. The IT professional I talked to raised the issue to a Tier 2 situation. A week passed, no answer and I’m still unable to send e-mail. I called again to speak to someone in IT and gave them my reference number, and was told they don’t take phone calls or go by reference numbers. They told me to contact my doctor directly. Excuse me, why should I have to compromise because you don’t want to do your job?! I tried calling again, and they AGAIN raised it to a Tier 2 level incident. I received an incident the other day from an IT professional named Melissa. She asked me to send a screenshot and asked me a series of questions. It’s been two days, still no answer.

by Ya Li Ka

Several issues: 1. Cranky log in accepts fingerprint, then suddenly doesn’t. 2. Interface email options are displayed asymmetrically, so it’s hard to gauge initially where to press to just review previous emails, not to write one. 3. Writing an email usually results in a message expressing disappointment that it cannot be sent at that time, so your careful, heartfelt pieces may come to naught. Unless, of course, they get through anyway, in spite of the pop up telling you they wouldn’t. 4. You found an email from Kaiser you’d like to read again? Good luck! As often as not, it may be blocked by a notice that the message could not be accessed at this time. 5. You discovered a typo you would like to correct before sending your message? Good luck being able to see what it is you are changing, as, once you tap where want to write, the screen moves instantly up, and out of sight. At which point, you will need to order a sedative.