MyMercy 4+

So I love the app, being able to check on upcoming appointments, deal with billing statements and payment, having phone numbers and addresses with suite numbers, all of it. Only really have one problem, and one suggestion.

Problem: I often get notifications that I have a new message/billing letter. I open the app, click on the alerts and see an old (but not yet due) statement amount and a line saying the other message is only viewable on the website. Seems silly I can’t check it on the app, but whatever. Go to the website, check message, and only message listed is regarding the bill due a week from “now.” If the notification is truly just a payment reminder, just say “payment reminder: bill due in 7 days.” Would save concern that some important note is being missed.

Unrelated suggestion: my app icon lives on my home screen. If there should be an emergency, it would be handy if the app would either list primary doctor and/or favored hospital on the app welcome screen without needing to log in. Also, if there is any way to add that info to the the phone lock screen that’d also be handy. Tricky to do, but handy if possible.

I agree with others who have said the app can be confusing. There seems to be some issues with the integration of video visits. I tired using my iPad for my visit and when I clicked the join button at the recommended time of 30 minutes before my appointment (stated on screen) a pop-up came up telling me that I could not join more than 15 minutes before my appointment start time. Confusing. So I waited until 15 minutes before and it still kept giving me the message, even 7 minutes before my appointment. I moved over to my computer and it let me in.

Also I tried to echeckin multiple time for a recent appointment there are a couple of issues. First, if you have already signed the consent forms it won’t let you review, accept, and continue. You have to touch the esignature line like you are signing again just to get the app to allow the button to activate so you can continue. Second, once you figure that out, pay your copay and continue the screen is blank. The only way out of the screen is to hard close the app which means you have to start all over again. The only step that remained was the copay payment.

It’s a good app and anything to make the healthcare experience is better than nothing. I do appreciate the ability to avoid the clipboard at the doctors office. Thank you Mercy for holding yourselves accountable to leverage the data you already have to make the patient intake process better. You just need to fix a couple of these issues.

I do enjoy the My Mercy App, but I think when test results are sent by My Mercy, They need to be followed up with a call from the nurse, not a message on my Mercy from the MA, so many time you do not understand the test results you are reading or the message the doctor sends. The MA may send a message telling you where to go for your next step, but When they send a message, the do not tell you the results of the test. You can ask a question and still not get an answer, you are just ignored. I never had this problem with a nurse. I just think MAs just don’t know the answer. The one time I did get an answer from an MA, she said hold on while she googled the answer. I’m not against MAs. They do have a place in the medical field, but a nurse should always be available to call with test results and answer questions. To send a message and not answer questions is not fair to the patient.