HealthPartners‪®‬ 12+

Suggestion 1: incorporate messaging directly into the app instead of needing to open the website to manage & send messages - confusing experience. Maybe there are special privacy concerns or integration issues, not sure but it is confusing.

Suggestion 2: for appointment scheduling, have a “first available” search function within the specialty area, then refine by location. It is very time consuming to pull up schedules of individual providers only to find out each one is booked out a month or more. The option to search by clinic is the same, just narrows down which providers’ schedules you can view. This always necessitates a call.

It does seem that the video visit scheduling has improved in the past few months - you can select same day times and see the provider you’re selecting - excellent!

Pharmacy says call provider. Provider says call pharmacy. Web app does not list my clinic. It lists a different clinic. My doctor is not listed at that clinic. Submit email for help, and explain the situation. They respond by telling me to make an appt. using the steps I just said do not work. After more than a week of this nonsense, I call any number I can find and only get automated messages telling me to contact my pharmacy directly. Press any button that sounds like I will get to talk to a human, as that is no longer the last option on the list. They are cordial, but tell me my doctor now works at the location that doesn’t show him. They also say they can no longer leave a message for this department directly. So he transfers me to that clinic. I stupidly try their phone options only to get in the trap and speak to no one. And now I do not know what number to call because I didn’t dial it, I was merely transferred. Go back onto the app, and check this location my doctor is supposed to now be at. The clinic is not listed. Go on the internet and google the clinic. It is now called something else, and show a different city. Go back on the app and select THAT clinic and my doctor comes right up, and I make an appt. in 3.5 seconds. By the way, the clinic that he now shows up at, was the very same clinic that he did not show up at , for the last two weeks! UUUUUUHG!
And one more thing, I STILL HAVE SPOKEN TO NO ONE ABOUT MY PRESCRIPTION REFILL!!!

Coming from Centracare epic the MyChart messaging is much less patient friendly. It looks like you’ll have to pay for it no matter what much of the time. Although there is the possibility of a free message it’s clearly not intuitive. Would suggest the payment screen appearis after Nurse has triaged message and said this won’t be free but requires an E visit or in person visit. Currently, as you start to write a message the only screen you see is the payment screen and it’s not clear you can click past it and get a free message if appropriate. I think that will discourage or confuse many patients who just have a quick appropriate message for the nurse/MD. And that’s what happened with our patients coming from Centracare my chart. (They have no E message option)