Contact Centerwell PrimaryCareAnywhere Support

If you are hoping to use this app as a safe alternative to going to doctor’s offices during the pandemic MAKE SURE you stick to virtual doctor’s appointment only because adherence to COVID-19 protocol is not guaranteed during house calls. I started using the Heal app to manage my medication during the COVID-19 pandemic. My doctor insisted that a house call ($159 by the way) was necessary and I understand that doctors need to maintain a level of professional integrity so I complied under the condition that he be masked and we stay 6 feet apart at all times. The driver (who I assume is also a Heal nurse because she was looking at my medical information) asked me why I was standing so far away and I said, “Because of the global pandemic.” She laughed and rolled her eyes. She went back in the car and the doctor and I continued our conversation. He had pulled his mask down, exposing his nose and mouth to continue this conversation. Then the driver gets out of the car, interrupting my conversation with the doctor telling me I HAD to come closer due to confidentiality. I said that I waive that right in order to stay safe. Patients should not be made to feel that they are being ridiculous for adhering to the safety protocols posted on Heal’s own website.

I really thought this was going to be a game changer for me and tried to give it a shot. Wow the convenience of home visits, what a great idea during this pandemic.. well that would have been great except that three times in a row they cancelled the visit on me. First it was due to a mistake in their system with regards to knowing when labs can be done or not. Fine I understand we reschedule for the following week. Then a the day of the appointment cancelled and rescheduled again because the physician wasn’t available.. ok... fine... rescheduled and reiterated to the scheduler that please ensure this doesn’t keep happening, even though these are home appointments I am still scheduling time off from work to do this and it’s still an inconvenience for me to keep changing this around. So anyway third rescheduled appointment time comes around and once again on the day of the appointment I get a call that they need to cancel and reschedule. I mean give me a break. Either this company is having difficulty in scaling their operations or I am just the unlucky one but having an appointment reschedule 3 times is the limit for me.

I scheduled my kids’ well child appointments over a week ago. Yesterday, their system automatically canceled them due to a software glitch. I had to use their chat to get that fixed. Today, I got a text saying to call them, but 12 minutes and 30 seconds into the call (first ~2 minutes were Heal ads, followed by 10 minutes on hold with no estimated wait time or queue position), their phone system told me to just leave a message and they’ll get back to me. I went to the chat again, and I was told that my kids’ appointments now need to be canceled because they don’t have a medical assistant available. Why couldn’t they just say that in the text??? And their explanation for all the frustrations is that they just started offering flu shots, so that just shows a lack of planning on their part. I hope another housecall service becomes available in my area soon.