Sherley G.
After having a hard time reaching my…
After having a hard time reaching my endocrinologist office and them not initiating PA for Maunjoro, I just stopped trying to contact them. I was watching videos of some people who are using GLP meds on YouTube and a couple of them recommended Fridays. So I decided to try Fridays and joined on Wednesday 07/31. I had high hopes for Fridays because they spoke so well of this company and the reviews are decent. Unfortunately, I'm a bit disappointed. I had an initial video conference/consultation with an NP the morning I joined. I thought this encounter would have been informative and that she would ask me about certain things regarding my medical history but she didn't. I don't think she even read my intake. I asked her about prior auth and instead of her saying that she doesn't know, she said that Fridays don't do prior auth. I also tried to get her opinion as to which med I should get on. No help from her at all! She basically chose one for the heck of it. After getting of the phone with her, as I felt kind of rushed off and that I was just a number to her, I reached out to Fridays via chat for some clarification. I asked about prior auth and the AI generator said that they would inform the prior auth team of my request. I felt optimistic after that conversation. After a couple days, I called my insurance company to ask if a PA had been initiated yet and they said no. So I contacted Fridays again via chat but requested a call this time. Jonathan called me back the next day. I told Jonathan what was going on regarding trying to get a PA request for my medication. Well, it turns out that the prior auth team was never informed of request for prior auth. Jonathan stated via phone and message that he has now informed the PA team and that I should receive updates from the PA team once the prior auth is initiated. He was very helpful. My insurance info was uploaded on 07/31, the day I joined Fridays so I don'tunderstand what the hold up was. Total lack of communication from the beginning! Based on the research I did on Fridays before joining, I was under the impression that I didn't even have to ask for a prior auth because they would do it automatically being that my insurance cards were uploaded. It's now Saturday 08/03 and nothing has been done yet, that I know of. I think I would have been okay if I was being updated but I'm just lost. Being that this is a monthly membership, I would think that the prior auth would have been worked on by now- not the response from my insurance company regarding approval or denial part but the initiation of the prior auth part. I used to be a Prior Auth RN at an insurance company, so I know how long a determination on a request can take, especially a request that isn't STAT. It can take up to 7-10 business day on average bit sometimes up to a month depending. I'm getting a little anxious. That being said, there is still some hope left for Fridays. We are only human and no one is perfect. I have a feeling that next review will be a solid 5 stars, maybe. I just hope I get a different provider next time- PLEASE!
Response from Fridays HealthAug 5, 2024
Thank you for taking the time to share your detailed feedback with us. I'm sorry to hear about the challenges you've faced since joining Fridays. Your experience is important to us, and we genuinely appreciate your patience as we work to improve our services. I apologize for the issues you encountered during your initial consultation and the confusion regarding the prior authorization (PA) process. It’s clear we didn’t meet your expectations, and for that, I am truly sorry. We strive to provide comprehensive and attentive care, and it’s disappointing to hear we fell short in your case. It’s concerning to hear that you felt rushed and that your medical history wasn’t thoroughly reviewed. We will address this with our clinical team to ensure that all providers are fully prepared for consultations and provide the detailed, personalized care our patients deserve. Regarding the PA process, I apologize for the miscommunication and the delay you’ve experienced. It’s our goal to handle these requests efficiently and keep our patients informed every step of the way. I’m glad to hear Jonathan was able to assist you, and we are taking steps to ensure that such oversight does not happen again. Your feedback about the need for better communication is well taken. We are reviewing our processes to improve the clarity and timeliness of our updates to patients. Your experience highlights areas where we need to do better, and we are committed to making those improvements. Please reach out to our support team at [email protected] for any further assistance or updates regarding your PA request. We are here to help and ensure your experience with Fridays is a positive one. Thank you for giving us the opportunity to improve. We hope to earn your trust and provide the quality care you expect and deserve.