Sutter Health My Health Online App Negative ReviewsSutter Health

Sutter Health My Health Online Negative Reviews

4.4
4.43457 star

Total 22 Negative Reviews

Sutter Health My Health Online App Complaints & User Negative Comments 2024

Sutter Health My Health Online app received 22 complaints, negative comments and reviews by users. Have you ever had a bad experience using Sutter Health My Health Online? Can you share your negative thoughts about sutter health my health online?

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Sutter Health My Health Online for Negative User Reviews

I wish I could give fewer starsA dead end task reminder workflow. A Prenatal feature that copies the most pointless features of The Bump app. Epic, the software company that built this app and the one my physician uses, has enough money to create a Harry Potter world at their HQ but can’t invest in notifications for time sensitive prenatal labs. I receive an error when trying to open important screening documents. Oh you need to coordinate care by sending results to other members of your care team!? Well the Share Everywhere feature does absolutely nothing so you can just spend all your spare time releasing those records manually. Please care more about patients instead of billers..Version: 9.8.3

Terrible!I have been trying to read a message from my elderly mother’s physician, today, and all I’ve received is “an error occurred” on every screen I’ve tried to access. Because I have attempted to access the “send message” screen to explain to the dr. of what was happening and received the same response. Then, there is NO area that says “contact” and when I finally typed in “complaint” in the search bar, I received zero results. Blocked at every try. The older version was much better, and (not that that’s very important) much more attractive. If they’re thinking they’re upgrading, they definitely have done the opposite. Also, why would they refuse to give out contact information. Badly done..Version: 9.8.3

It’s better than nothing…Pros: - Can message many of your doctors (if they are signed up to allow app contact; many don’t seem to know how to sign up or that they need to sign up) - Can make appointments (see above) - Can make and do video appointments (see above) - Can see and pay your bill, thus checking in goes faster and can be contactless - can see some of your lab results Additional Cons: - unorganized (typically takes 10 minutes to an hour to actually FIND the correct menu item to do basic things you have done many times before…) - menus are long, chaotic, unintuitive, and very frustrating - multiple menu items have almost the same name and have info on the same topic, but don’t have all the features of that topic, so you have to look elsewhere to find/do what you needed to. - many things that you have to do require you to switch back and forth between the website and the app. What’s worse is that you have to log into each one every time you switch. - requires an internet connection to use I could go on, but my blood pressure is going up from thinking about it….Version: 9.8.3

App version of website creates medical issuesThe app has very limited information and options compared to the website. Many times, I was unable to send messages, create appointments and use other similar and important tools though the app, but it’s swimming with irreverent feeds and reminders. Recently my allergist appointment was not listed on the app, but shows on the website? Generally, I use the app as little as possible and log in on my laptop, due to confusion it has created in the past. Sutter providers give wrong information, because they use the web platform, and tell me to do the same and the app is unable. I had to show the process to my pediatrician from my phone and to another nurse before they would believe me, that my providers and appointments were not showing ok the app. Then they felt they had to apologize for this terrible technology. Surprised more people don’t complain..Version: 10.1.5

No responseI think this would be a great app, if your physician actually responded. If you have a question or concern for your doctor, this is not a time effective way to do it. I’ve actually waited three days and still haven’t got a response. I called the office yesterday and marked the message urgent and still haven’t had a response. The thought that came to me, as I am writing this, is the only GREAT thing about Sutter Gould and the attention to my care is this APP. This app has lots of bells and whistles for insurance info, co- pays, hospital care, bills, test results, etc. if only Sutter Gould took as much time with the care of their patients as they did creating this app, it would be utopia… I will be looking for a new doctor and medical group after this horrible experience. You are just a number to the physicians at this group. The on call dr. told be she doesn’t get paid for after hour phone calls… really? I guess I should have provided her with credit card number in order to get some help without feeling like a charity case. UNREAL!!!! Patient care with a price tag! SAD….Version: 9.8.3

Test results that should be reviewed by Dr firstWhile overall, I like the app. When it comes to getting test results, such as a PET scan for cancer or an echocardiogram for heart issues. I do not think the patient should get PET or any serious test results prior to the doctor looking at them and being able to explain this. It leads to stress and confusion. Looking at a confusing result then feeling like you have to hover over and look things up on your own, only add stress to an already stressful situation. And should not be part of any medical diagnosis..Version: 10.4.2

Don’t bother going to urgent care at Sutter GouldI just read a review of my visit to Dr. Phan on December 15. There are so many mistakes that I don’t know where to start. I have always been happy with all of the other Sutter Gould doctors I have dealt with but I cannot recommend Urgent Care! Examples: -I did not come alone. -I was not shown x-rays but simply told there were no breaks. -I asked for a report that I could share with my primary care physician and told they can’t do it because he’s not part of Sutter Gould. -I left with a paper that had my name, my height, my weight and medications. I gave them that information. -There was no personal regard for me as the patient. Sorry, I very rarely ever give a negative evaluation but this is an exception.Version: 9.8.3

Sutter Health hides from Customer ServiceI wish that MHO welcomed feedback. There is no “customer service contact” link on MHO. Ever since Sutter Health took over PAMF, the environment feels corporate, lacking in caring about humans. The fact that you cannot record meetings with your physician is representative of a corporation that has a great fear of litigation. I believe that your first priority should be service to your customers. My mother is 96 years old. When she sees her physician and when I cannot attend appointments with her, I want her to record her meetings, so that we can go over them together. It’s very clear that with Sutter Health we are members of a large corporation that seems to behave, as if profit were the motive. My primary care physician just left her practice after 27 years. I believe she like many others left her practice, because it became increasingly difficult to “do no harm” with her patients. When you are asked to only spend 10 minutes with your patients… And that includes charting - it becomes impossible to do a good job. The system is broken and MHO is clearly part of this deterioration. I’m sure I won’t hear anything back..Version: 10.4.2

Could use a few improvementsFor the most part, the app works well. A couple suggestions would be 1) enable Touch ID on more than one device. It’s irritating that if you have a phone and tablet, you can only have Touch ID on one of them and if you try to set it up on the other, it disables Touch ID on the first device. 2) once you view a letter, test instructions or an estimate, it is nowhere to be found when you go back to view it a second time. Doesn’t happen all the time but happens enough to be irritating..Version: 10.1.5

Several years on, in the learning curveClearly, it is my own learning curve that kept me so badly frustrated for so long, with passwords, lockouts and giving ups. Today I am glad to report, finally, raising the overall assessment of this app to a two. I have had periods in my life of high agility when it comes to using computers, but as I have reduced that, and as I have gotten older, and as Sutter has systematically farmed out much of their administrative to us, we all need, almost without exception(of course, people with adept assistants Or their own MIS Dept) to us, the patients, with our Haley, and widely varying degrees of aptitude when it comes to the learning of non-intuitive technologies. When will we begin to do our own x-rays and I surely do hope the nearly year long delay in the fabulous new Colo guard/health net/Sutter program resulted in some kind of new profits for Sutter, but somehow I doubt it. But it least it has made my life at least a bit more unmanageable please, Sutter, start trying to meet your patients where they are rather than forcing them into some kind of a shoot, or chute, however you want to look at it. It is easy to blame the patient for the things that slipped through the cracks. But you should stop building an architecture with so many cracks..Version: 10.4.2

Gets in the way of patients and doctors!I love going digital, but this is kinda a nightmare on the medical front with this system and app! Email would be so much easier as it accepts screenshots when asked to send data to your doctor (e.g. blood pressure readings), but of course email is not private/secure. This app sacrifices user experience (doctor / patient experience really) every chance it gets with the excuse of being safe, secure, private! It doesn’t allow attachments. It limits messages by not allowing picture or attachments, it even limits the number of days you have to simply reply to your doctor! Wow. You cannot view x rays or CT scans or anything you have done digitally, even though all of your doctors can and do! In the old days you got a copy of the film. Today with no extra cost you can’t even see these things. Not a fan. Leaves you the patient in the dark. Creates a ton of hoops to jump through for your doctors, and in the end is not helping you as much as eliminating the liability for everyone by keeping records. Yikes!.Version: 10.4.2

UpdateI thought the app was perfect until the update. I had all my settings fixed the way I wanted them and was able to use it perfectly every time. Since then I fixed my settings again the first time I went in. I use my biometric login, but every time I go to try it there’s an error, so I have to login using my password and then fix my settings again. it’s really not a big deal, except it’s frustrating because when I’m in a hurry, it is a big deal. Sometimes it’s just like why fix some thing if it’s not broken. And maybe I’m just more frustrated right now because I’m not feeling well but when it’s a medical app that’s what’s gonna happen..Version: 10.4.2

Ineffective messagesI received multiple messages each week, reminding me of upcoming appointments. The message only says go into the app and check your messages (totally useless) that I ignore for the most part. Then when a cancellation occurs, I get the same message “you have a new message, go into the app to read”. So I also ignore it, and then I end up going to the clinic only to learn that I wasted my time going there. Sutter health, you have my permission to send me messages saying “YOUR APPOINTMENT IS CANCELLED”. Don’t send me a message to tell me go into the app to read your message. Or if you do, don’t send me all the other useless messages reminding me of regular appointments.Version: 10.4.2

BillingI am about 75% happy with this app. I am definitely disappointed with the billing. I go in and it ask for a payment and I pay it ASAP. I then go to my appointment and the app tells me it has accepted my payment. So I check and I check and bout the 3rd week it’s still not showing on my checking account. By the end of the 3rd week it’s now late and the app is telling me my payment is overdue. I then have to call billing and make the payment and I let them know it’s not working and I’m upset for paying late. Please fix this!! Thank you, Caryn Scholer.Version: 10.4.2

Site style changesChanges make it far less intuitive to my brain anyway. The Messge Center was simple and intuitive before. Now, I see sooooo much stuff on a page that I am not interested in. It’s like a Social Media page. I don’t need a sexy medical communication website! The “alerts” fill the whole page, like they are advertisements. I really don’t like that. “Share Everywhere”? First of all, I did that! Why is it still there? And why should it be at the top of the page and occupy the whole width of the page? i want to go back to the old format. I know change is hard, but it is especially so when the user can’t see any improvement..Version: 9.7.4

So so . . .I was using the myChart app previous to this Sutter Health app. Since the developer is the same for both apps, the interface is now the same. Recently, the entire Sutter Health system network was down from the evening of Monday, May 14 through Wed., May 16. No on could access patient information and some phones did not work with regard to staff calling out (to notify patients with scheduled procedures). This app provides basic information, i.e., less than the web site, but otherwise functions for my needs. For those having issues creating an account, I suggest creating it on their website. A few months ago, they were updating their website to which my proxy account no longer worked. Weeks later, I finally reached a customer rep that listened and had me try all the basic troubleshooting protocols to no avail. She alerted the tech dept. and eventually it got fixed. So, if you experience log-in problems, consider contacting the support reps. Since this is only for providers in the Sutter Health network, myChart is more versatile as I access other health organizations..Version: 6.0

It Used to Be GoodPAMF used to be good. One felt valued as a person and a patient. This is certainly not the case now. I am speaking especially of the Primary care Department. First, Sutter does not have enough primary care doctors. Second, the process to get an appointment on the phone is demeaning, time consuming, and infuriating. The artificial Intellegence answerer cannot understand your answers. He usually trips up on your birthday and it takes 3 times to get through that question. When you finally get to a person they ask several of the questions again. They are not part of the Drs office. They have no idea who you are and can only send notes to the Drs office if you have special needs. You feel as if you are a cypher. You can wait months for an appt and if you want to try a different primary care giver for any reason it is NOT possible. It is a very sad state of affairs. I have had occasion to have appts with many drs and 85% are amazing g and wonderful, but the bureaucracy and lack of drs in Primary care is criminal..Version: 9.8.3

It’s good but can be better…The functionality of the app is good however it could be a lot better by allowing more space when you’re messaging your physicians and also to be able to upload documents or pictures if you need to send something to your care team/physician. Now one thing that is totally off, while I am writing this review… I cannot see the letters to know if it is dictating over correctly as I am voice writing this so hopefully this is getting adequately dictated. The letters are all whited out so that’s a major flaw..Version: 9.7.4

Don’t bother. It has login problemsThe app has become so dysfunctional that upon the first attempt to login with the correct password it then says it has reached the max login tries and has the user reset their password. Trying to call to have this issue fixed didn’t help because they want the patient on the line, and most elderly people are not very tech savvy and rely on their children to navigate the app. I only gave it 2 stars because it once worked well. If it ain’t broken then don’t fix it, so they broke it and now can’t get it fixed. Why can’t the IT industry do or build things well? Update: the app developer responded with the same error message for resetting the password instead of fixing to login problems of the app. Another example of why American businesses are outsourcing American jobs to other countries. American labor just doesn’t understand English well enough anymore..Version: 9.8.3

My Sutter Health AppOften the App sends me to register again instead of opening the App for me. I am forced to back up and re-sign again. Sometimes I can only ask questions not write a message to my doctor. I have no idea why this happens. Getting out of the app and opening it again usually solves the problem. Why is that the app is not monitored on weekends at all to try to help patients as calling 911 is not always the thing to do. My recent urgent visits to the ER at Peninsula Hospital required from 7 to 8 hours before any help was provided. I am a former 9 year Trustee of Mills Peninsula. I was on the Building Committee while the hospital was being built with no thought or idea of ever becoming a patient there. What a tremendous difference from those times! For my Monday (tomorrow) appointment I have received 4 email messages and one EZ Arrival one. It does not stop!.Version: 10.7.3

Sutter Health My Health Online’s latest version is a regression and dumbed down versionIf I could give a negative star, I would rate this as minus 3 stars. One would expect improvements in an application with each version change. Sutter Health’s My Health Online used to be smart and user friendly. Not anymore with this current version. Tests ordered can no longer be viewed. Previously, one could sort tests by category (lab tests, radiology, etc); in addition, one could view each test and could pull up results by date range and trend them even with graphs. Now all the test results that are released are by date performed only which makes it difficult for a look up function. Medications are not viewable. I could go on, but there have been no improvements at all. This latest version is a horrible downgrade. It is almost as if the original settings were for a college level audience while the new version is for a technically illiterate, grade school level clientele..Version: 9.8.3

BillsAlthough in general the app is not that bad, but when it comes to billing, it does not tell you which service this particular bill is related to other than the service date in fine prints. As a retired person, our funds are usually tight and we wish to have a clear idea as to what we are spending, but never once was I able to see the corresponding service for a particular bill. Also, there’s no billing history that would allow us to view what we have paid for and therefore it is very hard for us to keep track of all my expenses especially when it comes to tax time..Version: 10.7.3


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