HMSA: 24/7 Online Doctor Visit Reviews

by Erizabesujou

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 this app’s system not able to connect to itself?? I’m using the Online Care system because I have this app 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.

by CKaneshiro

The first two available doctors I chose, rejected me because they were only accepting established patients. HMSA 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, HMSA 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.

by I'mSo(Not)Sexy

I’ve only used HMSA once and was already let down. I called in and spoke to a doctor. Over the phone he prescribed me Amoxicillin and ear drops (on the form that was written during the visit, Amoxicillin is listed). I gave him the pharmacy and everything, but when I called in to the pharmacy to switch the pickup location, they said that the Amoxicillin was never sent in. this app Customer Service is unavailable, I cannot send a message to the doctor because he is not listed in my contacts on HMSA even though I just spoke to him yesterday, the doctor is in California so they aren’t answering either. I’m sitting here with my symptoms getting worse trying to figure out where my antibiotics are and no one can even help me.

by Gw00

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 HMSA 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.

by Keeping It Real Y'all

Online care is one of the main reasons why I stay with this app. Being able to consult with a doctor 24/7, especially for my kids has given us so much peace of mind. Only downside is I have waited in the “waiting room” for over 30 minutes only to get logged out because that doctor is no longer available. Then having to start the entire process again including typing out my reason for the visit.

by Sageyyyy

App is alright for it's intended purpose. Video and audio quality could be higher. Please allow us to forward the messages in HMSA to outside emails. Or at least email a copy of any attachments the doctor added when emailing us a personal copy of the visit. I can't print the sick slip PDF from my iPhone within HMSA . This means I have to go onto a computer just to print the sick slip. Allow us to print from HMSA !

by Hawaii7-2

Second try very satisfactory and reassuring. Was connected with Dr. Antoine Cazin immediately. 5 stars for him. He asked me questions, gave me opportunity to ask questions, told me what to watch for. I had tried seeing a doctor earlier in morning, was told Dr. Kobayashi was available and would be with me shortly. I waited one hour and finally gave up. Not satisfactory at all.

by Lightjjg808

I’ve used this app online care multiple times in the past, but my last provider takes the cake. He was very personable as well as professional. He listened to my input even though he is the more qualified person in the convo. Together we reached a plan of care which I think was our best option. Incredible care with much compassion. This is one of the tools we most certainly need to be able to utilize both in the current times we live and in the future of healthcare.

by CMorOcean

I’ve used this system for years. Great to see someone to ask for care instead of going to an office for minor things. As a single parent being able to talk to a doctor late at night when my baby and toddler are sick or get a bump is great for piece of mind. Even better for myself so I can do a visit while my daughter sleeps and not have to deal with both of us being cranky in the waiting room.

Obviously you have to go in if you need specific tests or procedures but this is great for the minor stuff or to get advice if it’s worth going in for examinations or tests.

by Barbiepup

Because of the Coronavirus, I was reluctant to do an office visit and when I called the Drs office, they informed me that I could now go online for an office. What an incredible idea!

Dr. Myrna Kuo, as usual was very caring and professional. It’s great knowing that my pcp knows me and my personal medical history so well and treats me accordingly. I’m very confident with her care.

by Thru My Eyes

Dr Lam was very informative and listens to our questions. He will go through the blood work with me and show concern where needs to be worked on. He does not rush to get to the next patient, he always make sure we are satisfied and asked all questions we had. Thank you Dr Lam for being a great Dr.

by Melrose Reyes

I always have very nice, top, very professional visits with Dr, he is the most patient and thorough Dr and person. He takes time with me and covers everything step by step with me. I couldn’t ask for any down to earth, appropriate Dr like him. He is Love, Patience , kindness and a very beautiful Doctor any one could ever have⭐️🌻🌹🙏🏼✝️💕💒. I thank God for giving Dr Harada to me. Thank you:). 🌻😇

by Kann.fong

This is an amazing app! I’ve used it when I can’t get out of bed and just need to see a provider instead of having to wait in the urgent care waiting room for hours. The providers are so professional. The sessions are only 15-20 minutes long but it’s so much better than having to do this feeling sick and in a waiting room!

by Maryruth In Hilo

this app Online allows me to connect with and keep appointments with professionals during the times that work for me, and from the convenience of my own space (wherever I happen to be in the islands, as long as my hotspot is working or I otherwise have internet. I really appreciate the flexibility HMSA affords. Yes, there are some glitches in the system that sometimes interrupt the feed or drop the call, but the system often reconnects me by itself. And if that doesn’t happen, my provider simply sends me a new invitation for "60 seconds from now" and we reconnect by stating another session (but still billed as one session, I'm not asked for another copay.)

I really appreciate the ability to schedule with whom I want, whether or not they and/or I happen to be on the Big Island on any particular day. As long as the provider is licensed in Hawaii (and and providing services thru this app Online,) I can have an appointment with them without actually leaving home (or flying to another island) to go to their office. It saves us both time, saves me money, and gives me much more access (and to different specialists) than I would normally have living on the Big Island.

by Gvictor808

I use it for seeing my psychologist. It works somewhat acceptably, but the on-ramp to the actual video meeting is terrible and takes forever. Once the meeting is going then it’s fine.

Needs improvement, but it’s not quite bad enough to throw the whole App in the trash.

by DeidreKira

Thanks to the this app Online APP I got to keep on seeing my regular psychologist that I’ve been seeing for years. When my psychologist moved to Virginia a few years back, I was worried I would have to find a new doctor. I was not looking forward to that, because the doctor I was seeing for years, is a very good psychologist, & I really felt comfortable with him. But thanks to the this app Online APP, I am able to keep seeing my psychologist, even if he lives in Virginia, & I live here in Hawaii. I see him every week, just like if he was still here in Hawaii. And the great thing about this is, I don’t have to drive anywhere, find a parking, walk & wait for the elevator. I just relax in the comfort of my bedroom, & when it’s my appointment time, I click on HMSA , go through the process of logging in, then visit with my doctor (face to face), just like if I were visiting with him in person! Thanks this app Online for this great APP, & for not making me have to give up a excellent doctor (Dr. Edward Bieda)!

by Kilauea88

TouchID login on iOS is finally working!

Logging into HMSA used to be a nightmare that would often take up to ~15 minutes, and include having to reset the password multiple times for every single use of HMSA .

I would echo the comments of other reviewers regarding the end of visit survey, none of the options apply to (some instances of) my use of HMSA, which means the feedback is frequently wrong.

That said, this is a wonderful tool for consultation and visits, especially in these trying times of COVID-19.

Awarding 5 stars despite the concern about the survey, and mahalo nui loa for your continuous work to improve HMSA.

by Rich0180

They’ve made a ton of improvements with the video. I was sick with the flu and was able to see a doctor within a few minutes without having to drag myself out of bed. The doc sent my prescription to my pharmacy and my spouse was able to pick it up. I also got a sick note for work. The entire thing took less than 10 minutes and I didn’t have to go to the ER. Also, my visit was free with my this app plan.

by Enjoy Good Life

First visit with primary Dr Chun due to isolation because of Covid-19. Don’t believe I have it but better safe than sorry and not wanting to compromise my doctor, staff and other patients. Dr Chun and Sharie his nurse are the best. I was able to explain my symptoms and existing problems easily. They in turn responded quickly and I was able to get my prescription in little wait time. Doing this app online with Dr Chun fitted my needs and was easier to do than an office visit.

by AuntyLulu

With everything going on in health today, I was blessed to be able to have on on line visit with twice with Doctor Norman Estin. My health Insurance changed April 1, and I have no doctor. This service has been tremendous!!! And the Doctor I was lucky enough to draw was Outstanding!!! He has the best “phone side manner”, lol. His compassion and concern were the absolute best. Thank you so much for this service and this Doctor at an incredibly stressful time.

by Flou48

I spoke to a doctor two days ago and he prescribed some ear drops and antibiotics. I’ve called the pharmacy a few times and went in to see if they’ve received the prescription and they haven’t. It’s been two days and my symptoms are getting worse. I can’t contact the doctor and every time I try to see another doctor, a pop up says that they’re no longer available or the waiting list will stop on a number and never continue. The customer service number is no help either, if you can even get in touch with anyone there. Terrible experience.

by Mz Kehaulani

I like that it’s convenient. They ask the right questions, makes you feel comfortable, and really address every concern. But most of all, before ending the conversation make sure everything was addressed and comfortable with discussion that was being made.

by Steven Slater M

It's a great service to be able to get a quick second opinions without spending a lot of leaving the house.

by Mon.808

this app’s Online Care allowed me to get the urgent help I needed from the comforts of home after hours, as I’m currently miserable with the flu and can’t get out of bed. HMSA and the availability of online care is a lifesaver!! Mahalo this app and everyone who helped make this available and possible!!!

by Katers007

Just learned about this option through a friend and love it. We had a doctor on screen within 2 minutes who looked at my daughter’s infected ears (earrings) and ordered a prescription. All done at home without going to a clinic. Great solution!

by Coolgrandma80

Filled out some information. Waited about 10 min for the Doctor to come on. He examined my eyes. He explained what was going on. Prescribed an antibiotic and sent it to my pharmacy. Walla I was done. Didn’t even leave my couch. Though I have to go pick up my prescription.

by Ricialani

Dr. Raynor was very helpful. Diagnosis and recommendations seem spot on. Grateful for prescription sent to closest pharmacy. Avoided long trip to town and wait at urgent care.
On the other hand, downloading HMSA was a major pain. Took over an hour to finally get it done. Five stars are for Dr. Raynor and results...HMSA , not so much.

by Britniejane

I have uti & I got through to the doctor & a prescription sent to my pharmacy within literally 3 minutes. Wonderful service & very timely. Would not hesitate to use this service again.