This new app is an absolute nightmare. I don’t understand why they switched at all, as the old app worked perfectly fine and was much easier to navigate on the patient side of things. First of all, the medical records this new app does successfully show are incomplete. Currently it doesn’t have all my medications (that I have taken for years mind you) listed. Secondly, the scheduling is confusing, and some providers don’t even show up as an option. Lastly, the app didn’t even successfully contact my provider when I sent a message through their system. With the old app something simple like requesting a refill for a medication used to be so easy, but now it’s a confusing, time consuming mess that is causing me more frustration than is necessary. Because of the delay caused by this new app, I am not going to have my meds for a few days, which are crucial to living a functional life. It’s absolutely ridiculous. Bring the old app back.
Hi AnonymousParrot, Thank you for sharing this feedback! It is very helpful. This has been a big change and we are fixing the unexpected issues that have come up. We also recognize it may take some time to adjust to the changes and appreciate your patience.Medication list: We've found some cases where medications did not transfer over correctly and need to be "reconciled" by your provider before we can display them in the new app. This reconciliation typically happens at your doctors visit, but you can also reach out to your doctor if you have an urgent need to get the medication reconciled. Once reconciled, this shouldn't be an issue again.Refilling medications: This functionality is in the new app and is even more streamlined with the new system, but we've got to resolve the reconciled medications issue first and then you will be able to access this functionality. If you're an Intermountain Pharmacy Home Delivery patient you will also be able to do your refills through the app.Medical Records: We've pulled in the past 5 years of test results and past 3 years for everything else (except messages were not moved over). If you need messages or older records, they can be requested via the "Sharing Hub" section of the app (just search for it in the menu). Sharing Hub can also be used if you need deeper details than what is available via the app.If you are seeing issues with missing recent test results or other data, please give us a call so we can look into your account: 1-855-274-2517 or email us mychart-support@intermountainhealth.org.Scheduling: All providers that had scheduling enabled in the old system should have it in the new system as well. However, there are safeguards now that prevent scheduling follow up visits with providers patients have not seen before (this improves overall scheduling by reducing cases where the clinic needs to call the patient to reschedule appointments that are the wrong type).We'll need more specific information to look up why one of your providers might not be schedulable now. Please call or email us the details (provider name, type of appointment, etc.) so we can look into this.We would also like to get your feedback on what is confusing with the new scheduling flow as we consider options for improving it. We recognize this is one area that underwent big changes, but those changes should make it much easier to schedule now compared to before (e.g. you don't need to fill out as much information). Your feedback will be very helpful.Messaging: Do you see the message you sent that is missing in MyChart? We've yet to hear reports of a message being sent and not going through, but we would like to investigate this further if you can call us.Why we changed the app: Moving to the new app was not a decision we took lightly. In short, the new app provides us with more modern technology that result in better stability and functionality in the long run.We've been using the new app for a few years in Colorado/Montana/Wyoming and directly comparing it to the old apps in Utah/Idaho and Nevada. We've watched closely all of the feedback regarding user experiences in all of the platforms.The insights we've collected suggest the new app is the best approach for delivering exceptional patient experiences long term. But, we know it doesn't feel like that right now. Primarily for two reasons: (1) We've got issues with the migration to fix as quickly as possible and (2) The changes to the experiences we delivered are big and it takes time to adjust to something at this scale.Thank you for bearing with us through these changes and sharing this feedback to help us improve the experiences further!
