Bronte S.
No response to MyChart messages
Atrium Health struggles with communication, especially via MyChart. I send numerous messages to my provider through the online portal, because I cannot reach them by calling the clinic. My messages routinely do not reach my provider. In one message thread, she reached out to me via MyChart and I responded two minutes later; I never got a response. A few days later she called saying she never heard from me, despite my message being visible and time stamped right there in the message thread. Prior to that, I sent multiple messages to follow up on our first appointment, all without answer. No follow up appointment was made, no plan of action was delineated, and I felt unseen and ignored. I had to submit an official grievance to get a response from my provider on that occasion. She claimed lack of staff was the problem, but the issue of my messages going without response has endured. Given that she only works certain days in clinic and I work all week, the portal is the only way I can really hope to reach her with questions. Having worked with both Novant and Baptist (prior to them being taken over by Atrium), both of whom always responded to portal messages, this is a huge downgrade in service.