Emily T.
No support and communication
I have been a member for four years. There have been many bumps over the years, changes in providers or limited availabilities for providers but I have managed the previous issues with optimism and continued the services and support due overall positive experiences; it would take longer to find a local provider or travel to one. Also during these situations there was always someone to talk to or received a response from, this is no longer how they are operating. However, after this past month due to the ongoing and persistent lack of communication with this organization I will have to find an alternative. I checked in with my provider 25 days ago and have had minimal assistance or support during this time. I have had appointments canceled with minimal notice. I actually was getting prepared for my appointment when I realized I received a text the night before at 10 pm saying my “appointment was successfully cancelled”-this wasn’t something I canceled and was not given any notice that this could/would happen. And was only informed by a text (no email and no phone call to inform me of the cancelation or support in rescheduling). I have sent numerous emails to discuss the ethical implication and the lack of services and support with minimal (if any response). They say that it can take 3 days for response, but that is not happening. They offer for you to schedule a time for a representative to call you. And these appointments are a week out. I am not receiving any updates on my care or treatment plan. I hate to close my account but with the complete lack of support, I have been given no other option. If you are considering this service, please consider the current limited support in making that decision. Edit to add: when I attempt to schedule using the link provided in the response, this is the message I receive—“ All appointment types are private, none are available for scheduling.” Time and time again, this is what I experience, no communication and no access to communicate.
Response from Done.Jul 15, 2024
We are so sorry that your experience does not meet the high level of care that we strive to uphold. We would love to help investigate and resolve any possible outstanding issues. To better serve you and ensure that your concerns are taken care of, schedule a call with our patient care coordinators through this link (https://donefirst.as.me/doneUrgentLine). We value our patients’ privacy rights so we kindly request for you to respond to the Trust Pilot request for information so that we can reach out and assist.