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I’ve used this for four sessions with the same health care provider so far. The first two sessions went fine; the third and fourth, when I searched her name at the time of my appointment, system showed her as “OFFLINE” and I wasn’t able to start the call. This was super distressing and hard to sort out, as my sessions are only 30 minutes long, so even a small delay feels huge. I had to wait several minutes until it listed my doctor as “ONLINE” before I could select her for a session. Then I had to skip through all the intake forms and sit through the unnecessary “welcome” video (eating more of my session time). My doctor didn’t know what was happening and couldn’t assist, and I have no clue why it worked fine the first two sessions I had and then developed problems the second two. Also, on the fourth visit, it told me it couldn’t connect to my insurance provider, and it made me pay out of pocket. I got it reimbursed, but why on earth is HMSA’s system not able to connect to itself?? I’m using the Online Care system because I have HMSA insurance! This makes no sense to me! I’ve used other telehealth systems that are way more straightforward and easy (they send you a link via email, you click it and are connected to your provider. Simple). I don’t understand why this one needs to be so counterintuitive and difficult.

App works OK sometimes, but often glitches and fails. Failing is terrible because it shortens, delays, or entirely cancels important care appointments. Sometimes provider search shows "No Providers" to any query, which is absurd. Sometimes "The service is currently unavailable" popup shows, even though my WiFi and internet are solid. Sometimes logins are impossible. The "copay" information is misleading. Setup was impossible because my middle name got confused with my first and/or last name in their database, so advanced technical support was required to troubleshoot and manually resolve. Screen rotation to landscape does not work. Having to type my therapy provider's hard-to-spell but common name upon every single visit and then try to find them in the list is cumbersome and absurd. As stated, sometimes the search fails, so I cannot reach my provider at all. Why would this app avoid trying to help me find my regular (e.g. "recents" or "favorites") providers? Not even a "last provider visited" option. Unfriendly. Might be my providers' problem, but the "upcoming appointments" feature does not work. App has not made it possible for them to schedule appointments? More trivial issues; app should be nicer to people, especially we who are seeking help.

The first two available doctors I chose, rejected me because they were only accepting established patients. The app should say available only to established patients, so you don’t have to try multiple doctors then wait to be seen for nothing. I tried the next available doctor. The third available doctor that I tried, the app said I was the next patient to be seen. It indicated that I had a short wait. I waited over an hour and a half. I decided something must have gone wrong. I canceled the visit. I selected the next available doctor again. I got a good doctor quickly the fourth try, but she was in Maui. Her advice was good. I appreciated her help, but I live on Oahu so there is no chance of a physical visit. If the advice does not help, I will have to see another doctor for a physical visit.