Patient Gateway Negative Reviews

Patient Gateway App Complaints & User Negative Comments 2024

Patient Gateway app received 18 complaints, negative comments and reviews by users. Have you ever had a bad experience using Patient Gateway? Can you share your negative thoughts about patient gateway?

Patient Gateway for Negative User Reviews

✓ How to fix crashHaven't been able to use it in 2 months. Crashes immediately every time on iPhone 11pro. Looked for updates but found none until today. Downloaded update and same immediate crash. Finally got it to work by first deleting the old app then download Patient Gateway again and it works now. You just have to put in your credentials again and select your preferences again. So it's not an "update" but rather a "replace." There are still things you cannot do in app but need to go to full site via a browser..DadskuVersion: 9.2.6

✓ No network connectionHave used this app with no problems but can no longer sign in. No network connection keeps coming up, even though I do have a connection? Have spoken with support who put me through the usual remedies, which I had already done before I called them. Final word from them is it must be my iPad. Only app I am unable to use on my iPad? Miss having access..MaplejimjanVersion: 3.0.0

✓ App not ready for prime timeHint to developers — if the app can’t handle displaying a test result, the pop-up message should direct users to the browser version. It should not simply state “Details not available.” Because — in actuality the details may very well be available— BUT the app apparently does not support all documents. So for 2 weeks I have been checking my “trusty” Gateway app and wondering when my results will be visible. Finally only to find out they were posted immediately BUT are only visible from a BROWSER. If the app is going to be that lame at least have the pop-up message direct users to the browser and admit the lameness. Don’t say the info is not “available” and lead people on a wild goose chase for two weeks. I am ready to go back to all paper at this point! Would have been faster and accurate!.Bostonfans5Version: 9.8.4

✓ Does not workOriginally, probably over a year ago this worked on iPhone. Now it will not allow login. I have called hospital IT and they claim(Ed) they would fix back then. They also say to reinstall. The latter I have completed several times over time, still does not work. Website does work but app would be convenient and current as to other portals. Shocking a top rated hospital cannot have a proper portal..HowTheyGetYouVersion: 10.1.4

✓ Poor designAny first time user will be frustrated with the menu of choices. They overlap and don’t make sense in terms of what they actually mean. You have to “learn” how to use this app. What you would think “should” appear in each category may or may not be there. This needs to be tightened up. The August 11 reviewer nailed it “clunky. “ I am sure there “IT speak” reasons for the set up and choices as they are - but that is irrelevant ....usability for each new user is/are the ultimate benchmark(s)..Dessy245Version: 1.6.0

✓ Unknown doctor?I had an MRI recently with a terrible finding ordered by My Doctor… I didn’t even get notice from the Gateway that I had a result. And my Doctor Who ordered the test was listed as patient unknown so he didn’t get the test results either. It’s cancer but no one cares. This seems to be for billing because I got plenty of notices via text and otherwise about whether I wanted to pay my co-pay and to check in all conveniences for the hospital. Meanwhile, my results were not communicated to me via this app nor to My Doctor..108bobbyVersion: 10.7.3

✓ Consistently gets worseThis app has had more bugs than any other I’ve used in years. It has broken so many times over the years that I’ve lost count. The latest release wants me to verify my account via text or email. BOTH fail using the app. And yes, I updated the app after the first failures. The only reason I gave it 2 stars is because for some reason the web app works. This has been dead for me the past 2 days with server errors..IndiebitVersion: 9.8.4

✓ Please make this more simpleI don’t usually write reviews, but these problems address the needs of patients so I think it’s important to write about. Notifications for my “To Do” won’t go away and aren’t relevant any longer (I have a notification from 2002 that has most definitely been addressed by my doctor - why can’t I dismiss this?). I’ve been trying to do something as simple as edit the pharmacies I have listed so I don’t accidentally keep sending my prescriptions to the wrong location (a pain that also causes a delay in receiving my medication and wastes everyone’s time), but it’s no where to be found. If half of the buttons on the main page bring you to the web or aren’t responsive to mobile view anyways - why bother having it in the app? The old app may have had a dated design look, but it wasn’t overwhelming with unnecessary/not working buttons like the current one..AnILGsAofndloqhfVersion: 8.8

✓ Clunky to use - needs usability fixesThe app is functional, but it’s inexplicably missing common features that any app in 2018 should have. It’s basically a half-baked attempt at replicating the website. -you must login with your password EVERY TIME you use the app; no Touch ID or Face ID, or even a simple PIN option. If you use a long, complex password to protect your medical info... enjoy entering that manually each time you launch the app. **EDIT: it seems that Touch ID is supported, but Face ID is not supported. So if you have an iPhone X, you must continuously enter your password. -no push notifications, so when your doctor sends you a message or there are new test results, the app can’t tell you. -in general, lacking basic features you’ll find on the patient gateway website (like being able to find messages you previously sent to your doctor). Hope it becomes a real app someday soon....Btt2403Version: 1.6.0

✓ ReviewInfo submitted is timely and helpful, a credit to providers and system. Staff review in timely way,in general. However, correspondence is limited to one addressee, and no other provider can be added on each transmission. That's a real problem. List if topics to address is inadequate; choices do not reflect other areas to be addressed. Viewing Care Team: system does not display team until third attempt. Message is "No info" Test tesults are recorded, but terms are not patient-friendly, i.e., for lay person. Provider and system issue..Wont take my nickname!Version: 10.7.3

✓ UghSo this app is awful. First, most of the time it crashes about 10 seconds after login ( I just updated the app so I can confirm this is the most recent version) Second, the lack of autocorrect drives me actually insane. It blocks my iPhone’s autocorrect keyboard while typing in the app meaning that i send my doctor incomprehensible garbage most of the time. Third, the app times out and logs you out after about 5 minutes of use EVEN WHEN YOU ARE STILL ACTIVELY USING THE APP. So if I try to go through and write a legible message to my doctor it’s never going to get sent because the app will Time out and delete what I’ve written. The double inbox is pointless. Inbox 1 is doctor messages inbox 2 is billing. Just merge them! It’s confusing to have two! Unless you LABEL THEM WITH NAMES! Ugh. This app has made me realize that as much as I hate elevator music it is often more efficient to stay on hold for 30 minutes than to use this app..SayshalVersion: 1.4.0

✓ Would like to see one enhancementI use the app all the time to the point that it feels easier and safer to use this over the web. However, it does dot allow you to selectively download or print statements or other docs if you want to / need to. To the extent that I’m not going to then go to the web to do it, I ultimately switched off paperless billing..AlwaysLookingForTheNextBestIMAppVersion: 9.6.3

✓ Adding your insurance does NOT work, billing dept communication is terribleApp shows your new insurance information after entering and after submitting it says it will be processed when you log out but every time I log back in it says no insurance on file. My new insurance is 100% accepted and in network with MGH. I’ve tried adding this 10 times over the last 2 weeks. I even messaged my provider through the app and crickets after more than a week, yet they add new bills at non insurance rates. Terrible customer service!.HbodoesntworkVersion: 9.8.4

✓ Can never log inI haven’t been able to use this app for over a year. It keeps telling me my password is wrong. If I update my password and log in on the app, and log out, if I try to log back in, it’ll tell me my password is suddenly wrong again. I can log in to the website fine, so it’s really not my password. I tried uninstalling/reinstalling the app, nothing improved..BunnyrocksteadyVersion: 10.6.4

✓ Not happyDo not appreciate gateway at all. Shows way too much information that much of which is almost unnecessary. And posts critical results of surgery, visits, biopsies and scans in a manner that nobody I know, as non-medical people, would ever understand, before the doctors have yet to see even! Not appropriate! I have been advised not to even look at this kind of thing, but it is difficult to ignore. I can keep track of my own appts and have come very close several times to deleting the entire patient gateway system..Mass genVersion: 10.7.3

✓ Awful & totally useless app!!!Used to be a great app and worked extremely well, but somehow over last few months it’s gotten useless and not at all helpful!! Logging in is difficult and it seems the team there expects everyone to use their computer to login, instead of realizing that if the app worked well it’s always a patient’s first choice in how to interact with their care team. Totally useless and will prevent me from donating to MGH in the future because of their awful patient experience with the app!!.ElizaB11223344Version: 9.3.8

✓ Not usable on older phonesThis app was amazing and gave me quick access to my medical information whenever it was needed. Not having to know my password thanks to fingerprint was very very helpful for someone who has memory problems. Sadly it seems like my phone is no longer supported with the newest update, rendering this app useless to me now. I relied too much on this app to help me live day to day and keep in contact with my health care providers and reach my health information and updated medications. Now I feel lost and even more confused. I feel stupid for being stuck in a loop for so long of trying to log in, being redirected to a new version, having my phone tell me it is updated to the best of its abilities and to retry opening the app then trying to log in again and being redirected to the store to update then being told it's updated and to open the app then log in using my fingerprint only to be redirected. Thank you for this app and thank you for taking the time to read this. It used to make my life much easier to manage.Strider25asffhVersion: 8.8

✓ Much improved. Needs Face ID integration.App used to be almost unusable. After refresh, it is still institutional, but much easier on the eyes and easier to use. Login could be sped up with Face ID integration, just like my bank. I took off an additional star for lack of iPad support. Your App Store page says iPad compatible, but running an iPhone app on the iPad is hardly what people expect. Full iPad support, please. This is my primary computer, and I would prefer to avoid going through your website if I can..EpskionlineVersion: 3.0.0

Patient Gateway works most of the time. If it is not working for you, we recommend you excersise some patience and retry later or contact Patient Gateway.