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reviews_appstore_teladoc_absa

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Terrible Doctors!

I used this app three times. Only one was a pleasant experience. The last two were terrible. The Doctor rushes through the call. They don’t listen to you, and sometimes even ignore your questions or statements. Each time I have asked for Doctors notes for work. Each doctor confirmed they would include one in my follow up message. The last 2 times I have had to get in touch customer service to get them. They have to get in touch with the doctor and it could take 24 hrs. It is hit or miss with customer service as well. Today I felt like I was being blown off. I asked to file a complaint against the doctor and the CSR just repeated my question and then asked if there was anything else. It would be a good service if they hired some doctors with better “bedside manner” and had an option to request a work/excuse when setting up the appointment.

Healthcare, Healthcare, Healthcare, Healthcare, Healthcare, Healthcare

Doctor, Doctor, Doctor, Customer service, Doctor, Customer service

negative, negative, negative, negative, negative, neutral

Healthcare - Doctor - negative, Healthcare - Doctor - negative, Healthcare - Doctor - negative, Healthcare - Customer service - negative, Healthcare - Doctor - negative, Healthcare - Customer service - neutral

### USER: Terrible Doctors!: I used this app three times. Only one was a pleasant experience. The last two were terrible. The Doctor rushes through the call. They don’t listen to you, and sometimes even ignore your questions or statements. Each time I have asked for Doctors notes for work. Each doctor confirmed they would include one in my follow up message. The last 2 times I have had to get in touch customer service to get them. They have to get in touch with the doctor and it could take 24 hrs. It is hit or miss with customer service as well. Today I felt like I was being blown off. I asked to file a complaint against the doctor and the CSR just repeated my question and then asked if there was anything else. It would be a good service if they hired some doctors with better “bedside manner” and had an option to request a work/excuse when setting up the appointment. ### ASSISTANT: Healthcare - Doctor - negative, Healthcare - Doctor - negative, Healthcare - Doctor - negative, Healthcare - Customer service - negative, Healthcare - Doctor - negative, Healthcare - Customer service - neutral )))

Must have APP

I’m glad that we now have the option to do a Teledoc, especially now with the pandemic outbreak happening. The registration was fast and easy. The app is very easy and simply to navigate. The wait time can very but compared to driving to a clinic and waiting there in person, this was less than 30 minute wait time. I want to that Dr. Mali for talking to me and letting me know what I had and for taking the time from his schedule to be a doctor in TeleDoc. If it’s not an emergency, I would definitely recommend this app to anyone needing a doctor for non life threatening health issues.

Health Services, Health Services, App Usability, Health Services, Health Services, Health Services

Teledoc, Registration, Navigation, Wait time, Doctor, Non-emergency care

positive, positive, positive, positive, positive, positive

Health Services - Teledoc - positive, Health Services - Registration - positive, App Usability - Navigation - positive, Health Services - Wait time - positive, Health Services - Doctor - positive, Health Services - Non-emergency care - positive

### USER: Must have APP: I’m glad that we now have the option to do a Teledoc, especially now with the pandemic outbreak happening. The registration was fast and easy. The app is very easy and simply to navigate. The wait time can very but compared to driving to a clinic and waiting there in person, this was less than 30 minute wait time. I want to that Dr. Mali for talking to me and letting me know what I had and for taking the time from his schedule to be a doctor in TeleDoc. If it’s not an emergency, I would definitely recommend this app to anyone needing a doctor for non life threatening health issues. ### ASSISTANT: Health Services - Teledoc - positive, Health Services - Registration - positive, App Usability - Navigation - positive, Health Services - Wait time - positive, Health Services - Doctor - positive, Health Services - Non-emergency care - positive )))

Amazing Service

Our insurance at work just added teledoc to the plan. I set up everything thinking I would probably never use it because I usually just go to the doctor, but I have been battling with sinus infection which turned to an upper respiratory thing which I was letting run its course until I woke up with my eye glued shut and itchy and new it was pink eye. I scheduled an appointment. Uploaded a picture of my eye. The doctor called me exactly at the time scheduled. He asked about my symptoms and was very kind. He prescribed me eye drops based off everything. It was fast and easy! I am a big fan now!

Telehealth

Service

Positive

Telehealth - Service - Positive

### USER: Amazing Service: Our insurance at work just added teledoc to the plan. I set up everything thinking I would probably never use it because I usually just go to the doctor, but I have been battling with sinus infection which turned to an upper respiratory thing which I was letting run its course until I woke up with my eye glued shut and itchy and new it was pink eye. I scheduled an appointment. Uploaded a picture of my eye. The doctor called me exactly at the time scheduled. He asked about my symptoms and was very kind. He prescribed me eye drops based off everything. It was fast and easy! I am a big fan now! ### ASSISTANT: Telehealth - Service - Positive )))

First impressions not great

This review is only for the process of getting signed up, as I haven't had to use the services yet. While filling out my medical history, it asked for the specific date of my last doctor's appointment. Thankfully I'm in relatively good health and have no idea what the specific date was that I last went to the doctor. Because of this, I was unable to save the entire medical history that I had just filled out. It's all completely blank again now and I can't fill it in again until I somehow find out this specific date. Why you wouldn't allow the rest of the important information to be saved is beyond me, and the experience of wasting my time filling out a form that won't save has left me with a negative first impression of the app.

Form-filling

Date specificity

Negative

Form-filling - Date specificity - Negative

### USER: First impressions not great: This review is only for the process of getting signed up, as I haven't had to use the services yet. While filling out my medical history, it asked for the specific date of my last doctor's appointment. Thankfully I'm in relatively good health and have no idea what the specific date was that I last went to the doctor. Because of this, I was unable to save the entire medical history that I had just filled out. It's all completely blank again now and I can't fill it in again until I somehow find out this specific date. Why you wouldn't allow the rest of the important information to be saved is beyond me, and the experience of wasting my time filling out a form that won't save has left me with a negative first impression of the app. ### ASSISTANT: Form-filling - Date specificity - Negative )))

Worst healthcare experience

I had multiple mental health visits cancelled and consequentially ran out of a critical prescription. The second time my appointment got cancelled, I saw that it would be faster to get a prescription refill appointment with a general physician than get another mental health appointment so I tried that. I was charged the full amount for an appointment just for a doctor to tell me my prescription could not be refilled by her. It was a 30 second “doctor appointment.” Can you imagine? And when I spent an hour on different customer service lines, the result was a very terse email response that my request for that doctor visit to be refunded was denied. I’m without a prescription, have lost money, and have lost a good bit of sanity. Maybe they’re fine if you have a sinus infection but avoid at all costs for mental health.

Healthcare Experience, Healthcare Experience, Healthcare Experience

Customer Service, Prescriptions, Appointment Scheduling

negative, negative, negative

Healthcare Experience - Customer Service - negative, Healthcare Experience - Prescriptions - negative, Healthcare Experience - Appointment Scheduling - negative

### USER: Worst healthcare experience: I had multiple mental health visits cancelled and consequentially ran out of a critical prescription. The second time my appointment got cancelled, I saw that it would be faster to get a prescription refill appointment with a general physician than get another mental health appointment so I tried that. I was charged the full amount for an appointment just for a doctor to tell me my prescription could not be refilled by her. It was a 30 second “doctor appointment.” Can you imagine? And when I spent an hour on different customer service lines, the result was a very terse email response that my request for that doctor visit to be refunded was denied. I’m without a prescription, have lost money, and have lost a good bit of sanity. Maybe they’re fine if you have a sinus infection but avoid at all costs for mental health. ### ASSISTANT: Healthcare Experience - Customer Service - negative, Healthcare Experience - Prescriptions - negative, Healthcare Experience - Appointment Scheduling - negative )))

Not useful at best, maddening at worst

Login process on desktop is not just hard to use, it is impossible to use. App is slightly better, but app organization is counter-intuitive. It seems like it was built from the perspective of someone who thinks they know patients, but haven’t systematically interviewed and aggregated patient opinions to form an impactful design strategy. They are in dire need of some serious design leadership, from the highest levels down. , , Tried two therapists. Both were inexperienced. Both shared too many personal details, as though they thought we were gal pals, and seemed at times unaware this was a professional relationship. , , Deleted the app with no plans to use it again - too bad I’m paying for it through my employer’s health plan. Not useful.

App, App, App, App

Login Process, Organization, Design, Therapists

negative, negative, negative, negative

App - Login Process - negative, App - Organization - negative, App - Design - negative, App - Therapists - negative

### USER: Not useful at best, maddening at worst: Login process on desktop is not just hard to use, it is impossible to use. App is slightly better, but app organization is counter-intuitive. It seems like it was built from the perspective of someone who thinks they know patients, but haven’t systematically interviewed and aggregated patient opinions to form an impactful design strategy. They are in dire need of some serious design leadership, from the highest levels down. , , Tried two therapists. Both were inexperienced. Both shared too many personal details, as though they thought we were gal pals, and seemed at times unaware this was a professional relationship. , , Deleted the app with no plans to use it again - too bad I’m paying for it through my employer’s health plan. Not useful. ### ASSISTANT: App - Login Process - negative, App - Organization - negative, App - Design - negative, App - Therapists - negative )))

Needs UX improvement

Read the system messages CAREFULLY! The app will tell you you have an upcoming appointment at a certain time, but when you click details it’ll say nope the provider couldn’t accept your times. And then later, Teladoc will say your (non-existent) appointment was canceled because they couldn’t reach you?! Super confusing. Makes me feel like I’m doing something wrong?? I have shown up to my appointment time before, but I’m not allowed to enter the call because it doesn’t actually exist. No offense to the dev team, but does the Teladoc product team even test the app? So many glitches and usability issues. FaceId login is glitchy. The basics are there, it just needs work. A lot of reviewers’ frustrations seem to stem from bad UX/UI unfortunately.

App, App, App

UX, Usability, Face ID login

Negative, Negative, Negative

App - UX - Negative, App - Usability - Negative, App - Face ID login - Negative

### USER: Needs UX improvement: Read the system messages CAREFULLY! The app will tell you you have an upcoming appointment at a certain time, but when you click details it’ll say nope the provider couldn’t accept your times. And then later, Teladoc will say your (non-existent) appointment was canceled because they couldn’t reach you?! Super confusing. Makes me feel like I’m doing something wrong?? I have shown up to my appointment time before, but I’m not allowed to enter the call because it doesn’t actually exist. No offense to the dev team, but does the Teladoc product team even test the app? So many glitches and usability issues. FaceId login is glitchy. The basics are there, it just needs work. A lot of reviewers’ frustrations seem to stem from bad UX/UI unfortunately. ### ASSISTANT: App - UX - Negative, App - Usability - Negative, App - Face ID login - Negative )))

Made My Symptoms Worse

I contacted Teladoc due to an allergy reaction that caused rushes on me. The doctor talked to me for 2 minutes on the phone and completed her prescription. I was thinking this is great because she sounded really confident that it’s not a big deal. However, after taking the medicine prescribed to me for one day, my symptoms have gotten much worse and I couldn’t sleep at night. I tried to message the doctor but never heard back from the clinic; I tried to call customer service but was told that there is nothing they can do - if I’m feeling worse I should either go to ER or book another appointment. First of all, if I want to go to a physical clinic/ER, why would I use Teladoc in the first place? Second of all, isn’t it too easy for them to make money off of patients by prescribing wrong medicine and ask patients to book another doctor through them and pay more?, , To conclude, this is the worst physician experience I’ve ever had, and they not only don’t take any responsibility for my symptoms getting WORSE after the visit and taking medicine as directed, they want me to just walk off with my symptoms or pay them more money. I’m not even sure if this is legal treatment of patients coming from them, but I would give negative stars if possible. Do not use their services if you want actual results.

Medical, Medical, Customer Service, Customer Service, Customer Service, Customer Service

Treatment, Medication, Responsiveness, Helpfulness, Availability, Refund/Cancellation

negative, negative, negative, negative, negative, negative

Medical - Treatment - negative, Medical - Medication - negative, Customer Service - Responsiveness - negative, Customer Service - Helpfulness - negative, Customer Service - Availability - negative, Customer Service - Refund/Cancellation - negative

### USER: Made My Symptoms Worse: I contacted Teladoc due to an allergy reaction that caused rushes on me. The doctor talked to me for 2 minutes on the phone and completed her prescription. I was thinking this is great because she sounded really confident that it’s not a big deal. However, after taking the medicine prescribed to me for one day, my symptoms have gotten much worse and I couldn’t sleep at night. I tried to message the doctor but never heard back from the clinic; I tried to call customer service but was told that there is nothing they can do - if I’m feeling worse I should either go to ER or book another appointment. First of all, if I want to go to a physical clinic/ER, why would I use Teladoc in the first place? Second of all, isn’t it too easy for them to make money off of patients by prescribing wrong medicine and ask patients to book another doctor through them and pay more?, , To conclude, this is the worst physician experience I’ve ever had, and they not only don’t take any responsibility for my symptoms getting WORSE after the visit and taking medicine as directed, they want me to just walk off with my symptoms or pay them more money. I’m not even sure if this is legal treatment of patients coming from them, but I would give negative stars if possible. Do not use their services if you want actual results. ### ASSISTANT: Medical - Treatment - negative, Medical - Medication - negative, Customer Service - Responsiveness - negative, Customer Service - Helpfulness - negative, Customer Service - Availability - negative, Customer Service - Refund/Cancellation - negative )))

Dumb ways to dieeee

I have strep throat. It is a disgusting and terrible illness that is easily treatable with the antibiotic. I went to Teladoc twice and explain to them that I had strep throat, a fever and burning ears there response to me, was to take Tylenol and a allergy decompression. I followed their instructions. My symptoms were sent and I contacted Teladoc again. They told me I didn’t meet the criteria for antibiotic. They accuse me of faking it then they had the audacity to question my confidence of my understanding. Six hours later, I was rushed to the ER, With 107 degree fever. Teladoc make sure to charge me for both appointments and the hospital. Make sure to charge my insurance for the full medical bill. The pharmacist only charged me $30 for the prescription. All of this was preventable. They could’ve asked to see my throat, they could have referred me get labs done. They didn’t now I’m left with 25% of a very egregious medical bill when all I need it was 30 of antibiotics.

Medical Treatment, Medical Treatment, Medical Treatment

Doctor Consultation, Accuracy of Diagnosis, Cost

Negative, Negative, Negative

Medical Treatment - Doctor Consultation - Negative, Medical Treatment - Accuracy of Diagnosis - Negative, Medical Treatment - Cost - Negative

### USER: Dumb ways to dieeee: I have strep throat. It is a disgusting and terrible illness that is easily treatable with the antibiotic. I went to Teladoc twice and explain to them that I had strep throat, a fever and burning ears there response to me, was to take Tylenol and a allergy decompression. I followed their instructions. My symptoms were sent and I contacted Teladoc again. They told me I didn’t meet the criteria for antibiotic. They accuse me of faking it then they had the audacity to question my confidence of my understanding. Six hours later, I was rushed to the ER, With 107 degree fever. Teladoc make sure to charge me for both appointments and the hospital. Make sure to charge my insurance for the full medical bill. The pharmacist only charged me $30 for the prescription. All of this was preventable. They could’ve asked to see my throat, they could have referred me get labs done. They didn’t now I’m left with 25% of a very egregious medical bill when all I need it was 30 of antibiotics. ### ASSISTANT: Medical Treatment - Doctor Consultation - Negative, Medical Treatment - Accuracy of Diagnosis - Negative, Medical Treatment - Cost - Negative )))

Danger! Medical malpractice

I called in to Teladoc because of my daughter’s pink eye. As any parent knows, that is a common occurrence with young kids. The doctor called in a prescription but we knew something was strange when his dosage information differed from every other time this happened. But that was not even the biggest issue we had., , When we called our local pharmacy, our pharmacist sounded worried and told us we should call our doctor back because there must be an error with the prescription. When we asked why he said an antibiotic IV solution had been prescribed and could cause serious and permanent eye injuries if used as a topical solution to treat pink eye., , When I called a Teladoc back they were less than helpful and to refused to refund the $25 consult fee for their mistake. Never ever trusting this service again.

Healthcare, Healthcare

Prescription, Customer Service

Negative, Negative

Healthcare - Prescription - Negative, Healthcare - Customer Service - Negative

### USER: Danger! Medical malpractice: I called in to Teladoc because of my daughter’s pink eye. As any parent knows, that is a common occurrence with young kids. The doctor called in a prescription but we knew something was strange when his dosage information differed from every other time this happened. But that was not even the biggest issue we had., , When we called our local pharmacy, our pharmacist sounded worried and told us we should call our doctor back because there must be an error with the prescription. When we asked why he said an antibiotic IV solution had been prescribed and could cause serious and permanent eye injuries if used as a topical solution to treat pink eye., , When I called a Teladoc back they were less than helpful and to refused to refund the $25 consult fee for their mistake. Never ever trusting this service again. ### ASSISTANT: Healthcare - Prescription - Negative, Healthcare - Customer Service - Negative )))

Don’t waste your time or money

I have gotten bronchitis twice a year for the last 30 years. When I couldn’t get into my primary care physician I tried this app. When the doctor called me I described my relationship with bronchitis, my symptoms including uncontrollable coughing, tightness in chest, coughing up green stuff, etc. I told her which antibiotics work best when I get bronchitis. She seemed to hone in on post nasal drip, which I didn’t really have. I thought I had cleared that up, but when I went to the pharmacy to pick up the prescription there was no antibiotics. I spent 25 minutes on the phone with Teladoc explaining the situation and how I’ve never gotten cured from my bronchitis without antibiotics. In fact I suffer from nerve damage as a result of bronchitis that was not treated. They told me I had to wait an hour to get a phone call back. After more than an hour they called me back to tell me the doctor still will not prescribe antibiotics. I ask if I could speak to the doctor again and they said no. This was an absolutely terrible experience. Not only did I lose time off work, but now I have to go to a real doctor and pay another doctors office visit to be taken care of. I would never recommend this app to anyone! So disappointed! It’s a sham!!

Overall Experience

App

Negative

Overall Experience - App - Negative

### USER: Don’t waste your time or money: I have gotten bronchitis twice a year for the last 30 years. When I couldn’t get into my primary care physician I tried this app. When the doctor called me I described my relationship with bronchitis, my symptoms including uncontrollable coughing, tightness in chest, coughing up green stuff, etc. I told her which antibiotics work best when I get bronchitis. She seemed to hone in on post nasal drip, which I didn’t really have. I thought I had cleared that up, but when I went to the pharmacy to pick up the prescription there was no antibiotics. I spent 25 minutes on the phone with Teladoc explaining the situation and how I’ve never gotten cured from my bronchitis without antibiotics. In fact I suffer from nerve damage as a result of bronchitis that was not treated. They told me I had to wait an hour to get a phone call back. After more than an hour they called me back to tell me the doctor still will not prescribe antibiotics. I ask if I could speak to the doctor again and they said no. This was an absolutely terrible experience. Not only did I lose time off work, but now I have to go to a real doctor and pay another doctors office visit to be taken care of. I would never recommend this app to anyone! So disappointed! It’s a sham!! ### ASSISTANT: Overall Experience - App - Negative )))

Every expectation met

This app works wonderful! I needed antibiotics for a UTI and I live a long drive from any urgent care so I started searching and my insurance told me to try them and my insurance covered it! , I was able to set a time(an hour out) that worked for me, I was sent a ten minute reminder text and my doctor called me right on time. She was friendly, informative and sent a prescription for antibiotics to my pharmacist right away. , I will be telling people about you and thank you again!

Communication, Communication, Experience, Experience

Appointment Scheduling, Doctor's Interaction, Convenience, Service Quality

Positive, Positive, Positive, Positive

Communication - Appointment Scheduling - Positive, Communication - Doctor's Interaction - Positive, Experience - Convenience - Positive, Experience - Service Quality - Positive

### USER: Every expectation met: This app works wonderful! I needed antibiotics for a UTI and I live a long drive from any urgent care so I started searching and my insurance told me to try them and my insurance covered it! , I was able to set a time(an hour out) that worked for me, I was sent a ten minute reminder text and my doctor called me right on time. She was friendly, informative and sent a prescription for antibiotics to my pharmacist right away. , I will be telling people about you and thank you again! ### ASSISTANT: Communication - Appointment Scheduling - Positive, Communication - Doctor's Interaction - Positive, Experience - Convenience - Positive, Experience - Service Quality - Positive )))

Speed call?

I will never call this app again. Someone that I thought was a doctor called and was super rushed. There was a lot of noise/people in the background when he called. I explained I got an RX two-three wks ago but since it has gotten worse. He told me to go to dr office. The whole conversation was extremely rushed, and he wasn’t even listening to me. I had sent photos of my throat, and he mentioned nothing about seeing them. The whole call was just shady. I called back to talk to a rep because I wanted to know am I actually getting charged for that?! He did nothing for me? You have to be kidding. I asked if the rep could tell me if I would get charged again if I go to my dr office and he said “he wasn’t sure”. I asked if they refer it on to my regular dr’s office and he said no. I do not recommend calling this app! It’s a waste of time and money.

Communication, Communication, Communication, Service, Service, Service

Doctor's response, Responsiveness, Overall, Effectiveness, Information provided, Overall

negative, negative, negative, negative, negative, negative

Communication - Doctor's response - negative, Communication - Responsiveness - negative, Communication - Overall - negative, Service - Effectiveness - negative, Service - Information provided - negative, Service - Overall - negative

### USER: Speed call?: I will never call this app again. Someone that I thought was a doctor called and was super rushed. There was a lot of noise/people in the background when he called. I explained I got an RX two-three wks ago but since it has gotten worse. He told me to go to dr office. The whole conversation was extremely rushed, and he wasn’t even listening to me. I had sent photos of my throat, and he mentioned nothing about seeing them. The whole call was just shady. I called back to talk to a rep because I wanted to know am I actually getting charged for that?! He did nothing for me? You have to be kidding. I asked if the rep could tell me if I would get charged again if I go to my dr office and he said “he wasn’t sure”. I asked if they refer it on to my regular dr’s office and he said no. I do not recommend calling this app! It’s a waste of time and money. ### ASSISTANT: Communication - Doctor's response - negative, Communication - Responsiveness - negative, Communication - Overall - negative, Service - Effectiveness - negative, Service - Information provided - negative, Service - Overall - negative )))

threw away 35$):

I have strep throat, I know what the symptoms of strep is and i’ve had it before so i’m very familiar with it. I think teladoc has certain requirements you have to reach in order for them to assist you. For example, I didn’t have contact with anyone who had strep, that I knew of at least. I also work at a call center which is a feeding freezing for passing along that good ol’ bacteria, I could have easily caught it from someone. So teladoc was unable to prescribe me antibiotics instead I was told to go to a clinic. I paid 35$ to talk to someone for 5 minutes (if that) via video call to tell me I have to go to the clinic. Don’t get me wrong in the terms and conditions it says you’re not guaranteed to be prescribed medication, but why else would I go to the doctor? Definitely not to be told that I should see a clinic as I already would have done that if teladoc wasn’t invented and saved the gas money.

Healthcare

cost

negative

Healthcare - cost - negative

### USER: threw away 35$):: I have strep throat, I know what the symptoms of strep is and i’ve had it before so i’m very familiar with it. I think teladoc has certain requirements you have to reach in order for them to assist you. For example, I didn’t have contact with anyone who had strep, that I knew of at least. I also work at a call center which is a feeding freezing for passing along that good ol’ bacteria, I could have easily caught it from someone. So teladoc was unable to prescribe me antibiotics instead I was told to go to a clinic. I paid 35$ to talk to someone for 5 minutes (if that) via video call to tell me I have to go to the clinic. Don’t get me wrong in the terms and conditions it says you’re not guaranteed to be prescribed medication, but why else would I go to the doctor? Definitely not to be told that I should see a clinic as I already would have done that if teladoc wasn’t invented and saved the gas money. ### ASSISTANT: Healthcare - cost - negative )))

I DO NOT RECOMMEND!!! Horrible service

Tested positive for Covid and was experiencing some pretty harsh symptoms. I attempted to open the app to speak with a health professional and kept receiving error messages about the server being down. I called and talked to a customer service representative, after what felt like a million prompts and questions from the Customer service representative, I was put on hold and then told that they were unable to help me because they had system issues. All together I loss approximately 1.5 hours of my time trying to get help, only to be hung up on and told try calling back later. I ended up reaching out to my primary care instead since the app or customer service refused to help. This is the dumbest most inefficient app on the market. I was so Sick and unable to get the help I needed. I hate you Teladoc and I DO NOT RECOMMEND!

Healthcare App, Healthcare App, Healthcare App, Healthcare App

Service, System, Efficiency, Overall

negative, negative, negative, negative

Healthcare App - Service - negative, Healthcare App - System - negative, Healthcare App - Efficiency - negative, Healthcare App - Overall - negative

### USER: I DO NOT RECOMMEND!!! Horrible service: Tested positive for Covid and was experiencing some pretty harsh symptoms. I attempted to open the app to speak with a health professional and kept receiving error messages about the server being down. I called and talked to a customer service representative, after what felt like a million prompts and questions from the Customer service representative, I was put on hold and then told that they were unable to help me because they had system issues. All together I loss approximately 1.5 hours of my time trying to get help, only to be hung up on and told try calling back later. I ended up reaching out to my primary care instead since the app or customer service refused to help. This is the dumbest most inefficient app on the market. I was so Sick and unable to get the help I needed. I hate you Teladoc and I DO NOT RECOMMEND! ### ASSISTANT: Healthcare App - Service - negative, Healthcare App - System - negative, Healthcare App - Efficiency - negative, Healthcare App - Overall - negative )))

Very rough around the edges

The app is written to run only vertically on iPads. Most iPad users use their iPad in landscape mode, especially if they’re using it with a keyboard. When you’re signing up if you have to leave the app for any reason and you try to come back, it completely wipes everything you input and you have to start over. I tried to store the password in keychain and use Face ID. There’s no Face ID option from the login screen and the password didn’t get saved to keychain. I have spent the last hour trying to reset the password. It says the link is sent (this is the fourth time) - no link is received. Yes, I checked my spam. This app makes the experience more of a headache. Update: after I created my account somehow it got merged into the United HealthCare portal so now my account is in purgatory which means I can only access my account thru the United HealthCare portal which is already a train wreck and now when I want to do anything with my Teladoc app I have to call and have someone do everything for me like I’m a kid - nice going Teladoc! Will likely not be using this again.

App, App, App, App

Functionality, Interface, Security, Usability

Negative, Negative, Negative, Negative

App - Functionality - Negative, App - Interface - Negative, App - Security - Negative, App - Usability - Negative

### USER: Very rough around the edges: The app is written to run only vertically on iPads. Most iPad users use their iPad in landscape mode, especially if they’re using it with a keyboard. When you’re signing up if you have to leave the app for any reason and you try to come back, it completely wipes everything you input and you have to start over. I tried to store the password in keychain and use Face ID. There’s no Face ID option from the login screen and the password didn’t get saved to keychain. I have spent the last hour trying to reset the password. It says the link is sent (this is the fourth time) - no link is received. Yes, I checked my spam. This app makes the experience more of a headache. Update: after I created my account somehow it got merged into the United HealthCare portal so now my account is in purgatory which means I can only access my account thru the United HealthCare portal which is already a train wreck and now when I want to do anything with my Teladoc app I have to call and have someone do everything for me like I’m a kid - nice going Teladoc! Will likely not be using this again. ### ASSISTANT: App - Functionality - Negative, App - Interface - Negative, App - Security - Negative, App - Usability - Negative )))

SEEK HELP ANYWHERE ELSE !

Given this service two opportunities and both failed miserably. First attempt was seeking help with breathing issues, wasn’t able to schedule time so was subject to next available status. Was no indication that call would be from non-identifed number so the one (only one attempt) at reaching me went unanswered. Minutes later received email stating that 3 attempts were made to contact me and appointment was canceled. Still have call record showing only one call received. Second opportunity seeking help was informed that due to high volume could be wait time for appointment but still given “you will receive a call in approx. 10 minutes. Checking the app as it updated status after waiting over and hour, indicated Dr Tariq Sahir is reviewing medical file will contact you shortly. Checking app status again within next 10 minutes was put back into queue awaiting response and received email stating “provider attempted to contact you for further information and was unable to reach you”. NO CALL ever received, no missed call shown, no attempt was made to contact me. This is highly unethical and dangerous for people relying on this company with fraudulent and unreliable conduct. They should be investigated and held responsible for endangering those seeking medical assistance. Please seek help somewhere else. God Bless you.

Customer Service, Customer Service, Customer Service, Customer Service, Customer Service, Customer Service

Responsiveness, Call Handling, Communication, Reliability, Punctuality, Emergency Assistance

negative, negative, negative, negative, negative, negative

Customer Service - Responsiveness - negative, Customer Service - Call Handling - negative, Customer Service - Communication - negative, Customer Service - Reliability - negative, Customer Service - Punctuality - negative, Customer Service - Emergency Assistance - negative

### USER: SEEK HELP ANYWHERE ELSE !: Given this service two opportunities and both failed miserably. First attempt was seeking help with breathing issues, wasn’t able to schedule time so was subject to next available status. Was no indication that call would be from non-identifed number so the one (only one attempt) at reaching me went unanswered. Minutes later received email stating that 3 attempts were made to contact me and appointment was canceled. Still have call record showing only one call received. Second opportunity seeking help was informed that due to high volume could be wait time for appointment but still given “you will receive a call in approx. 10 minutes. Checking the app as it updated status after waiting over and hour, indicated Dr Tariq Sahir is reviewing medical file will contact you shortly. Checking app status again within next 10 minutes was put back into queue awaiting response and received email stating “provider attempted to contact you for further information and was unable to reach you”. NO CALL ever received, no missed call shown, no attempt was made to contact me. This is highly unethical and dangerous for people relying on this company with fraudulent and unreliable conduct. They should be investigated and held responsible for endangering those seeking medical assistance. Please seek help somewhere else. God Bless you. ### ASSISTANT: Customer Service - Responsiveness - negative, Customer Service - Call Handling - negative, Customer Service - Communication - negative, Customer Service - Reliability - negative, Customer Service - Punctuality - negative, Customer Service - Emergency Assistance - negative )))

Completely useless- Don’t even bother

Everybody knows how much problems and restrictions we have when it comes to the health coverage system. They made an app which was even advertised by my health insurance coverage provider but all I could do was register myself with a GP for a phone visit while I was trying to get contact with a dermatologist. I did everything I could on line and also I called and talked to an agent over the phone but I am so sorry that I just found, I wasted my time on a product which is never meant to work., We have a long way to go to get close to where most of European countries are standing., My best advice is, don’t even bother using this app and instead try to see a real person even if you have insurance because this app is not structured well enough.

App, App, Overall

Usability, Functionality, Effectiveness

Negative, Negative, Negative

App - Usability - Negative, App - Functionality - Negative, Overall - Effectiveness - Negative

### USER: Completely useless- Don’t even bother: Everybody knows how much problems and restrictions we have when it comes to the health coverage system. They made an app which was even advertised by my health insurance coverage provider but all I could do was register myself with a GP for a phone visit while I was trying to get contact with a dermatologist. I did everything I could on line and also I called and talked to an agent over the phone but I am so sorry that I just found, I wasted my time on a product which is never meant to work., We have a long way to go to get close to where most of European countries are standing., My best advice is, don’t even bother using this app and instead try to see a real person even if you have insurance because this app is not structured well enough. ### ASSISTANT: App - Usability - Negative, App - Functionality - Negative, Overall - Effectiveness - Negative )))

Very Satisfied aside from one “Bad-Egg” Doc

This service has been such a convenience for my family. With a young baby, it has been so nice to be able to use Teledoc as opposed to packing a baby with us to our own doctor’s appointments. We have also used Teledoc on weekends when our doctor’s office was not open and while on vacation in another state- each time free of charge, amazing!! Our only issue was getting a doctor once whose lack of listening and problem-identification skills meant we had to advocate strongly for ourselves in order to get appropriate care. This seems to have been a fluke, however, and without this encounter, we would have given Teledoc 5 stars.

Convenience, Convenience, Doctor, Doctor

Service, Doctor's Availability, Listening Skills, Problem-identification Skills

positive, positive, negative, negative

Convenience - Service - positive, Convenience - Doctor's Availability - positive, Doctor - Listening Skills - negative, Doctor - Problem-identification Skills - negative

### USER: Very Satisfied aside from one “Bad-Egg” Doc: This service has been such a convenience for my family. With a young baby, it has been so nice to be able to use Teledoc as opposed to packing a baby with us to our own doctor’s appointments. We have also used Teledoc on weekends when our doctor’s office was not open and while on vacation in another state- each time free of charge, amazing!! Our only issue was getting a doctor once whose lack of listening and problem-identification skills meant we had to advocate strongly for ourselves in order to get appropriate care. This seems to have been a fluke, however, and without this encounter, we would have given Teledoc 5 stars. ### ASSISTANT: Convenience - Service - positive, Convenience - Doctor's Availability - positive, Doctor - Listening Skills - negative, Doctor - Problem-identification Skills - negative )))

Complete Nightmare

Being sick and trying to set up an account was a nightmare. I was going through the registration process and every time I had to leave the app to check informartion for the registration, it would re-start the registration. i had to go through it 5 times. Then I got the call from the Doctor which went very well but cost 3 times more because they couldn’t check my insurance information. Then my pharmacy never received my prescription and I’ve been for almost an hour on the phone to try to speak with someone who could solve my problem, the people who talked to me were nice but kept transfering me until the point where the only thing I could do was leave a message and hope that someone calls me back. This has been a complete nightmare for someone being sick. I will never use this app ever again.

Experience, Experience, Experience, Experience

Registration, Call, Prescription, Customer Service

Negative, Positive, Negative, Negative

Experience - Registration - Negative, Experience - Call - Positive, Experience - Prescription - Negative, Experience - Customer Service - Negative

### USER: Complete Nightmare: Being sick and trying to set up an account was a nightmare. I was going through the registration process and every time I had to leave the app to check informartion for the registration, it would re-start the registration. i had to go through it 5 times. Then I got the call from the Doctor which went very well but cost 3 times more because they couldn’t check my insurance information. Then my pharmacy never received my prescription and I’ve been for almost an hour on the phone to try to speak with someone who could solve my problem, the people who talked to me were nice but kept transfering me until the point where the only thing I could do was leave a message and hope that someone calls me back. This has been a complete nightmare for someone being sick. I will never use this app ever again. ### ASSISTANT: Experience - Registration - Negative, Experience - Call - Positive, Experience - Prescription - Negative, Experience - Customer Service - Negative )))

Worst experience

It took 25 minutes to get my daughter set up. She’s 2 with an ear infection. I thought Teledoc would be better than trying to get ahold of the pediatrician on call. I am a mother of 2 that works full time that does not have time for this. An unknown number calls while I’m speaking with customer service and asks if I’m my daughter. They cannot speak with me because they are not a pediatrician. 15 minutes later, same deal, they think I’m my daughter and cannot speak with me. 2 doctors were given the wrong information. I called customer service again (mind You my daughter is screaming), they put the wrong birthday in. It gets corrected, I get a call from a 855 number 10 minutes later... they had to confirm the birthday, again. It’s 7pm and I have not heard from anyone. Our pharmacy closes in 2 hours. We will not be using Teledoc again.

Telemedicine, Telemedicine, Telemedicine

Call center, Wait time, Data accuracy

Negative, Negative, Negative

Telemedicine - Call center - Negative, Telemedicine - Wait time - Negative, Telemedicine - Data accuracy - Negative

### USER: Worst experience: It took 25 minutes to get my daughter set up. She’s 2 with an ear infection. I thought Teledoc would be better than trying to get ahold of the pediatrician on call. I am a mother of 2 that works full time that does not have time for this. An unknown number calls while I’m speaking with customer service and asks if I’m my daughter. They cannot speak with me because they are not a pediatrician. 15 minutes later, same deal, they think I’m my daughter and cannot speak with me. 2 doctors were given the wrong information. I called customer service again (mind You my daughter is screaming), they put the wrong birthday in. It gets corrected, I get a call from a 855 number 10 minutes later... they had to confirm the birthday, again. It’s 7pm and I have not heard from anyone. Our pharmacy closes in 2 hours. We will not be using Teledoc again. ### ASSISTANT: Telemedicine - Call center - Negative, Telemedicine - Wait time - Negative, Telemedicine - Data accuracy - Negative )))

Don’t Do It

Worst experience ever. I have used telahealth options through previous providers and I have always had great results. I also understand that not everything can be treated over the phone. But the treatment I received here unacceptable. Doctors should not be able to charge patients just to tell them 2 min in the conversation to call back for a diagnosis. Then you call back just to hear, sorry our doctors are not always able to diagnose or treat people over the phone. Go somewhere else. I guess I learned my expensive lesson. My insurance already doesn’t cover anything. How did we end up here? Free healthcare to all is sounding pretty good right now. They say you can’t get in to see anyone with that kind of system. Sounds like the same care to me. Only with this system I’m broke.

Healthcare, Healthcare, Healthcare

Treatment, Coverage, System

negative, negative, negative

Healthcare - Treatment - negative, Healthcare - Coverage - negative, Healthcare - System - negative

### USER: Don’t Do It: Worst experience ever. I have used telahealth options through previous providers and I have always had great results. I also understand that not everything can be treated over the phone. But the treatment I received here unacceptable. Doctors should not be able to charge patients just to tell them 2 min in the conversation to call back for a diagnosis. Then you call back just to hear, sorry our doctors are not always able to diagnose or treat people over the phone. Go somewhere else. I guess I learned my expensive lesson. My insurance already doesn’t cover anything. How did we end up here? Free healthcare to all is sounding pretty good right now. They say you can’t get in to see anyone with that kind of system. Sounds like the same care to me. Only with this system I’m broke. ### ASSISTANT: Healthcare - Treatment - negative, Healthcare - Coverage - negative, Healthcare - System - negative )))

The best thing since sliced bread!!!!

This service is the MOST AMAZING service I’ve ever experienced! The fact that you can visit with a dr and have the medical expertise (in some situations) without going to the Drs office is wonderful!! I set up a call for an earache. Within 5 minutes, (faster than the app said it would be) I was speaking to a dr. The dr was so nice and polite, and went through some things for me to do to my ear to find out what kind of earache we were dealing with. Also very informative about what to expect, and what to do if I didn’t get better!! There was no waiting room, no chance of spreading germs, and it was on MY time! It was determined I have an outer ear infection and the dr called in some ear drops! Simple, easy, effective. Also I’ve used the service for a rash before and it was the same super pleasant experience! The rash happened to my son on vacation on New Years Eve!! There would be NO WAY for me to see anyone in that instance, but thanks to TELADOC, I was able to get my kid well!! I definitely recommend this for everyone!!! Plus it worked with my Insurance!! 🙌🏼🙌🏼🙌🏼🙌🏼🙌🏼🙌🏼 👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼, ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️, Wish I could give it 20 stars!!!

Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience, Experience

Service, Visit with a doctor, No waiting room, No chance of spreading germs, On the user's time, Simple, easy, effective, Rash, Kid-friendly, Vacation-friendly, Insurance-friendly

positive, positive, positive, positive, positive, positive, positive, positive, positive, positive

Experience - Service - positive, Experience - Visit with a doctor - positive, Experience - No waiting room - positive, Experience - No chance of spreading germs - positive, Experience - On the user's time - positive, Experience - Simple, easy, effective - positive, Experience - Rash - positive, Experience - Kid-friendly - positive, Experience - Vacation-friendly - positive, Experience - Insurance-friendly - positive

### USER: The best thing since sliced bread!!!!: This service is the MOST AMAZING service I’ve ever experienced! The fact that you can visit with a dr and have the medical expertise (in some situations) without going to the Drs office is wonderful!! I set up a call for an earache. Within 5 minutes, (faster than the app said it would be) I was speaking to a dr. The dr was so nice and polite, and went through some things for me to do to my ear to find out what kind of earache we were dealing with. Also very informative about what to expect, and what to do if I didn’t get better!! There was no waiting room, no chance of spreading germs, and it was on MY time! It was determined I have an outer ear infection and the dr called in some ear drops! Simple, easy, effective. Also I’ve used the service for a rash before and it was the same super pleasant experience! The rash happened to my son on vacation on New Years Eve!! There would be NO WAY for me to see anyone in that instance, but thanks to TELADOC, I was able to get my kid well!! I definitely recommend this for everyone!!! Plus it worked with my Insurance!! 🙌🏼🙌🏼🙌🏼🙌🏼🙌🏼🙌🏼 👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼👍🏼, ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️ ⭐️, Wish I could give it 20 stars!!! ### ASSISTANT: Experience - Service - positive, Experience - Visit with a doctor - positive, Experience - No waiting room - positive, Experience - No chance of spreading germs - positive, Experience - On the user's time - positive, Experience - Simple, easy, effective - positive, Experience - Rash - positive, Experience - Kid-friendly - positive, Experience - Vacation-friendly - positive, Experience - Insurance-friendly - positive )))

Unprofessional

Scheduled a video visit with a therapist 4 days in advance. With suggested reschedule days and times as well. Everything seemed to have been confirmed. Until about 25 minutes prior to my scheduled video visit, I get a message saying the therapist could not confirm our appointment. Super disappointing as I canceled other plans for this appointment and was looking forward to it. UPDATE 6/26: have now scheduled an appointment three times with three different providers. All adhering to the providers listed dates and times of availability. And each of them have canceled the appointment with less than an hours notice. With no further explanation. Only using this app because it is what my insurance providers go through. However, feels like an entire waste of time and energy. Not to mention, added stress onto someone already trying to address their own mental health issues.

Functionality, Functionality, Functionality

Scheduling, Scheduling, Scheduling

Negative, Negative, Negative

Functionality - Scheduling - Negative, Functionality - Scheduling - Negative, Functionality - Scheduling - Negative

### USER: Unprofessional: Scheduled a video visit with a therapist 4 days in advance. With suggested reschedule days and times as well. Everything seemed to have been confirmed. Until about 25 minutes prior to my scheduled video visit, I get a message saying the therapist could not confirm our appointment. Super disappointing as I canceled other plans for this appointment and was looking forward to it. UPDATE 6/26: have now scheduled an appointment three times with three different providers. All adhering to the providers listed dates and times of availability. And each of them have canceled the appointment with less than an hours notice. With no further explanation. Only using this app because it is what my insurance providers go through. However, feels like an entire waste of time and energy. Not to mention, added stress onto someone already trying to address their own mental health issues. ### ASSISTANT: Functionality - Scheduling - Negative, Functionality - Scheduling - Negative, Functionality - Scheduling - Negative )))

Cant get help

The idea of this app is great but too easily can people not get the help they need and still lose a good chunk of money. I am extremely poor without insurance and got sick with something i have already had before, i had all the medication that my last doctor prescribed for me. Was just hoping to get the medication so i could go back to work and instead was told nothing can be done. Must have been less then 2 minutes before the call was over and i officially can not go to any other health provider now because my 2 minute consult could not prescribe me an antibiotic and they didn’t even wait to find out the other health problems i needed addressed. I am disappointed and now i have to suffer for two weeks till i can take my meager pay check and spend the entire thing for my visit. , 2 minute consult costs me $75 and i get no help or meds. And the doctor didnt even look inviting or happy when i saw them. I will never use this app again.

Healthcare

App Features

Negative

Healthcare - App Features - Negative

### USER: Cant get help: The idea of this app is great but too easily can people not get the help they need and still lose a good chunk of money. I am extremely poor without insurance and got sick with something i have already had before, i had all the medication that my last doctor prescribed for me. Was just hoping to get the medication so i could go back to work and instead was told nothing can be done. Must have been less then 2 minutes before the call was over and i officially can not go to any other health provider now because my 2 minute consult could not prescribe me an antibiotic and they didn’t even wait to find out the other health problems i needed addressed. I am disappointed and now i have to suffer for two weeks till i can take my meager pay check and spend the entire thing for my visit. , 2 minute consult costs me $75 and i get no help or meds. And the doctor didnt even look inviting or happy when i saw them. I will never use this app again. ### ASSISTANT: Healthcare - App Features - Negative )))

This is the future!

I’ll start by saying , I DONT GO TO THE DOCTOR! I have a 12 year old and running around with her and the million things that come with having kids I don’t have time to cry I’m not feeling well , , She came back positive for strep throat 5 days ago and I thought , I had been spared but it caught me ! because of COVID I’m definitely not going to a dr I’ve never been to before , in a place where everyone else is there because they are sick , I’ll leave with something worse than I came in with !! someone told me to callTeladoc and I can’t express how easy it was within ten min I was off the phone and done scripts sent !!! , Super fast , super easy and no risk to any other viruses!! if I knew this existed , I wouldn’t have suffered all these years , , My only complaint would be the doctor was absolutely gorgeous on FaceTime, and I prefer my introduction to super hot doctors to be while I don’t look like I crawled out of a cave to die , so 4 stars ⭐️ ⭐️ ⭐️ ⭐️

Doctors, Doctors, Doctors, Doctors

Appearance, Timeliness, Professionalism, Communication

Positive, Positive, Positive, Positive

Doctors - Appearance - Positive, Doctors - Timeliness - Positive, Doctors - Professionalism - Positive, Doctors - Communication - Positive

### USER: This is the future!: I’ll start by saying , I DONT GO TO THE DOCTOR! I have a 12 year old and running around with her and the million things that come with having kids I don’t have time to cry I’m not feeling well , , She came back positive for strep throat 5 days ago and I thought , I had been spared but it caught me ! because of COVID I’m definitely not going to a dr I’ve never been to before , in a place where everyone else is there because they are sick , I’ll leave with something worse than I came in with !! someone told me to callTeladoc and I can’t express how easy it was within ten min I was off the phone and done scripts sent !!! , Super fast , super easy and no risk to any other viruses!! if I knew this existed , I wouldn’t have suffered all these years , , My only complaint would be the doctor was absolutely gorgeous on FaceTime, and I prefer my introduction to super hot doctors to be while I don’t look like I crawled out of a cave to die , so 4 stars ⭐️ ⭐️ ⭐️ ⭐️ ### ASSISTANT: Doctors - Appearance - Positive, Doctors - Timeliness - Positive, Doctors - Professionalism - Positive, Doctors - Communication - Positive )))

Very frustrating and disappointing

I had a 10:00am visit scheduled and after 30 minutes, the doctor did not join the call, so I called the customer service line. The rep said she sent a note to “nudge” the doctor to join the visit. After 45 minutes of waiting for the doctor to join I called the customer service line again and was told that I should wait at least an hour online and there’s nothing they could do. After waiting for an hour and a half I finally disconnected. I called customer service again and they told me they have no way of connecting me with the doctor and no way to get my Rx refilled. I was told I should call back customer service again to see if they can help me. I had no way to follow up or contact my doctor. I’ve used Doctor on Demand for four years and providers were always prompt and a Doctor on Demand nurse always coordinated all communication. Teledoc is very frustrating and disappointing.

Customer Service, Customer Service, Customer Service

Service, Responsiveness, Communication

negative, negative, negative

Customer Service - Service - negative, Customer Service - Responsiveness - negative, Customer Service - Communication - negative

### USER: Very frustrating and disappointing: I had a 10:00am visit scheduled and after 30 minutes, the doctor did not join the call, so I called the customer service line. The rep said she sent a note to “nudge” the doctor to join the visit. After 45 minutes of waiting for the doctor to join I called the customer service line again and was told that I should wait at least an hour online and there’s nothing they could do. After waiting for an hour and a half I finally disconnected. I called customer service again and they told me they have no way of connecting me with the doctor and no way to get my Rx refilled. I was told I should call back customer service again to see if they can help me. I had no way to follow up or contact my doctor. I’ve used Doctor on Demand for four years and providers were always prompt and a Doctor on Demand nurse always coordinated all communication. Teledoc is very frustrating and disappointing. ### ASSISTANT: Customer Service - Service - negative, Customer Service - Responsiveness - negative, Customer Service - Communication - negative )))

Subpar

I have attempted to use this 3 times, once the dr called because she couldn’t hear me in the app. I have an iPhone X up to date. Microphone turned on so I am not sure what the deal was. The second time calling for the same issue a week later, this other dr proceeds to just stare at me for 2 mins while I sneezed and coughed then hangs up with an email saying they couldn’t reach me. So now I call on the customer service line I hold for 30 mins because the system can’t understand me because I am coughing and sneezing. Only to be hung up on again. I am very frustrated because I know medical practitioners are overwhelmed and I shouldn’t go out there to put a burden on them when a tool like this is available. Why will you closed out a patient after 2 mins of waiting without trying to other means of contact. I find it crazy that there is no other way to test that a system is working other than check that your microphone is working. I have a had 5 appts this month as tele appts obviously my phone works. I work from my phone. Is the app faulty? do your practitioners needs more training? Maybe I need a chill pill? I have chills, I am coughing, sneezing and my head feels like it’s in pressure cooker so I don’t know....... I guess free Teladoc visits can whatever!

App Functionality, App Functionality, App Functionality, App Functionality, App Functionality

Audio Quality, Microphone, Patient Support, Responsiveness, System Functionality

Negative, Negative, Negative, Negative, Negative

App Functionality - Audio Quality - Negative, App Functionality - Microphone - Negative, App Functionality - Patient Support - Negative, App Functionality - Responsiveness - Negative, App Functionality - System Functionality - Negative

### USER: Subpar: I have attempted to use this 3 times, once the dr called because she couldn’t hear me in the app. I have an iPhone X up to date. Microphone turned on so I am not sure what the deal was. The second time calling for the same issue a week later, this other dr proceeds to just stare at me for 2 mins while I sneezed and coughed then hangs up with an email saying they couldn’t reach me. So now I call on the customer service line I hold for 30 mins because the system can’t understand me because I am coughing and sneezing. Only to be hung up on again. I am very frustrated because I know medical practitioners are overwhelmed and I shouldn’t go out there to put a burden on them when a tool like this is available. Why will you closed out a patient after 2 mins of waiting without trying to other means of contact. I find it crazy that there is no other way to test that a system is working other than check that your microphone is working. I have a had 5 appts this month as tele appts obviously my phone works. I work from my phone. Is the app faulty? do your practitioners needs more training? Maybe I need a chill pill? I have chills, I am coughing, sneezing and my head feels like it’s in pressure cooker so I don’t know....... I guess free Teladoc visits can whatever! ### ASSISTANT: App Functionality - Audio Quality - Negative, App Functionality - Microphone - Negative, App Functionality - Patient Support - Negative, App Functionality - Responsiveness - Negative, App Functionality - System Functionality - Negative )))

Pointless. Basically terminated my account for using the app. I’m very serious. It’s a joke.

Teladoc was great at first. I used them for awhile and never had any problems the first few times then every other time I would request a work note they would tell me that they would include it in the message but yet it wasn’t so I had to set up another visit and pay another $25 just to request a work note from the next doctor. That happened more then 3 times. The biggest part that didn’t make any sense to me was that they terminated my account because I didn’t have any in-person visits with a primary doctor, I don’t have a primary doctor haven’t had one since I was a child. The whole point of the app and service was to use it if you weren’t able to meet a doctor in person .. that is why I rate it 2 stars other wise it would have been 4 if they didn’t terminate my account. It’s too difficult for me to take time out of my work schedule to go sit in a doctors office for 1-3 hours smh. Looks like I have no other choice now thanks to Teladoc!

Medical Services, Medical Services, Medical Services, Medical Services

Account, Communication, Appointment, Accessibility

Negative, Negative, Negative, Neutral

Medical Services - Account - Negative, Medical Services - Communication - Negative, Medical Services - Appointment - Negative, Medical Services - Accessibility - Neutral

### USER: Pointless. Basically terminated my account for using the app. I’m very serious. It’s a joke.: Teladoc was great at first. I used them for awhile and never had any problems the first few times then every other time I would request a work note they would tell me that they would include it in the message but yet it wasn’t so I had to set up another visit and pay another $25 just to request a work note from the next doctor. That happened more then 3 times. The biggest part that didn’t make any sense to me was that they terminated my account because I didn’t have any in-person visits with a primary doctor, I don’t have a primary doctor haven’t had one since I was a child. The whole point of the app and service was to use it if you weren’t able to meet a doctor in person .. that is why I rate it 2 stars other wise it would have been 4 if they didn’t terminate my account. It’s too difficult for me to take time out of my work schedule to go sit in a doctors office for 1-3 hours smh. Looks like I have no other choice now thanks to Teladoc! ### ASSISTANT: Medical Services - Account - Negative, Medical Services - Communication - Negative, Medical Services - Appointment - Negative, Medical Services - Accessibility - Neutral )))

Terrible First (And Last) Experience

Heard good things about this from other coworkers. Decided to give it a try when I had an immediate need for care (non-emergency). Thought this would be an easy way to connect with a doctor quick instead of maybe having to wait a day to get in to an actual doctors office. Submitted my request and waited around the house for an hour or two..no response. Went about my day. After 6 hours passed, still no call or message, I contacted customer support for a refund. I get things happen, but for touting a service that hinges on quick response it was a fail. I’d give it one star if it weren’t for the good customer service I received and actually quickly receiving the refund. Won’t be trying this again, will take my chances at the normal doctors office.

Service, Service, App, Service, Service, Service, Convenience

Response Time, Refund, Usability, Recommendation, Prescription, Responsiveness, Timeliness

negative, positive, positive, positive, negative, negative, negative

Service - Response Time - negative, Service - Refund - positive, App-Review: ('Not sure...', ': ', 'I have mixed feelings. The app is easy to navigate; unlike other telemedicine apps, it prompts you with questions to ensure you are connected to an appropriate medical professional. And the doctor I saw was great. But unlike what is advertised, no prescription was sent to my pharmacy after the visit. So frustrating! Had to call the office, was put on hold for over 30 minutes, and finally the doctor called me back-- at 10pm, which was great, but a bit late in the evening for me to then go pick up a prescription at the pharmacy. What’s the point of being able to do this online if you still have to make phone calls and go somewhere to get your Rx? Not the most convenient experience.'), App - Usability - positive, Service - Recommendation - positive, Service - Prescription - negative, Service - Responsiveness - negative, Convenience - Timeliness - negative

### USER: Terrible First (And Last) Experience: Heard good things about this from other coworkers. Decided to give it a try when I had an immediate need for care (non-emergency). Thought this would be an easy way to connect with a doctor quick instead of maybe having to wait a day to get in to an actual doctors office. Submitted my request and waited around the house for an hour or two..no response. Went about my day. After 6 hours passed, still no call or message, I contacted customer support for a refund. I get things happen, but for touting a service that hinges on quick response it was a fail. I’d give it one star if it weren’t for the good customer service I received and actually quickly receiving the refund. Won’t be trying this again, will take my chances at the normal doctors office. ### ASSISTANT: Service - Response Time - negative, Service - Refund - positive, App-Review: ('Not sure...', ': ', 'I have mixed feelings. The app is easy to navigate; unlike other telemedicine apps, it prompts you with questions to ensure you are connected to an appropriate medical professional. And the doctor I saw was great. But unlike what is advertised, no prescription was sent to my pharmacy after the visit. So frustrating! Had to call the office, was put on hold for over 30 minutes, and finally the doctor called me back-- at 10pm, which was great, but a bit late in the evening for me to then go pick up a prescription at the pharmacy. What’s the point of being able to do this online if you still have to make phone calls and go somewhere to get your Rx? Not the most convenient experience.'), App - Usability - positive, Service - Recommendation - positive, Service - Prescription - negative, Service - Responsiveness - negative, Convenience - Timeliness - negative )))

Worked for me

Got denied at urgent care bc my insurance couldn’t be confirmed and called my insurance company to learn about this app. Was contacted by a doctor within 30 minutes and got a prescription after a quick but thorough conversation. , , For me this is amazing bc I would have had to wait till Monday possibly even later to see my primary care doctor. I had a UTI so I think my diagnosis was pretty straight forward but it makes sense that sometimes you really do need to see a doctor in person. , , I think this app is a great option if you can’t make it to urgent care and have obvious symptoms for common illnesses. But maybe confirm your copay before putting in a request bc you’ll double pay if you have to go to a doctors office.

Medical Services, Medical Services, Medical Services, Medical Services, Billing

Appointment Speed, Availability, Diagnostic Accuracy, Nurse Responsiveness, Copay

Positive, Positive, Positive, Positive, Negative

Medical Services - Appointment Speed - Positive, Medical Services - Availability - Positive, Medical Services - Diagnostic Accuracy - Positive, Medical Services - Nurse Responsiveness - Positive, Billing - Copay - Negative

### USER: Worked for me: Got denied at urgent care bc my insurance couldn’t be confirmed and called my insurance company to learn about this app. Was contacted by a doctor within 30 minutes and got a prescription after a quick but thorough conversation. , , For me this is amazing bc I would have had to wait till Monday possibly even later to see my primary care doctor. I had a UTI so I think my diagnosis was pretty straight forward but it makes sense that sometimes you really do need to see a doctor in person. , , I think this app is a great option if you can’t make it to urgent care and have obvious symptoms for common illnesses. But maybe confirm your copay before putting in a request bc you’ll double pay if you have to go to a doctors office. ### ASSISTANT: Medical Services - Appointment Speed - Positive, Medical Services - Availability - Positive, Medical Services - Diagnostic Accuracy - Positive, Medical Services - Nurse Responsiveness - Positive, Billing - Copay - Negative )))

extremely easy way to get behavioral health care

I've been using Teladoc services for the past few months for behavioral health medication. My psychiatrist through Teladoc is wonderful. She is always very kind and listens. She has been patient with me as we worked on getting the right combination of medication for depression and anxiety. When I end the visit with her, I am always very clear on the plan ahead. She always takes time to review what, if any, medication changes we made at the last visit. I am one that gets anxiety having to go into appointments so being able to use Teladoc it's not only very convenient for me, but no I have no anxiety prior to my appointment. thank you, Dr. P.

Healthcare, Functionality, Functionality

Doctor, Convenience, Anxiety reduction

positive, positive, positive

Healthcare - Doctor - positive, Functionality - Convenience - positive, Functionality - Anxiety reduction - positive

### USER: extremely easy way to get behavioral health care: I've been using Teladoc services for the past few months for behavioral health medication. My psychiatrist through Teladoc is wonderful. She is always very kind and listens. She has been patient with me as we worked on getting the right combination of medication for depression and anxiety. When I end the visit with her, I am always very clear on the plan ahead. She always takes time to review what, if any, medication changes we made at the last visit. I am one that gets anxiety having to go into appointments so being able to use Teladoc it's not only very convenient for me, but no I have no anxiety prior to my appointment. thank you, Dr. P. ### ASSISTANT: Healthcare - Doctor - positive, Functionality - Convenience - positive, Functionality - Anxiety reduction - positive )))

VERY FRUSTRATING SYSTEM!

If you ever want to contact your doctor for any reason other than to schedule an appointment, DO NOT use Teledoc. You literally cannot get your doctor’s phone number, email address, or any other contact information. The doctor can’t even tell you in what state they work. I experienced an issue with my prescription and had the most frustrating experience!! I had to request an appointment (which is the only thing a patient can do), but the doctor didn’t know if my request was due to an urgent issue like I need critical meds ASAP or if I am simply requesting an appointment for a routine issue. Also, I’ve had two appointments where the doctor was running behind due to medical emergencies, and I just sat online waiting for the doctor to show. It’s not as if there’s a receptionist to tell you the doctor is behind. So, I just sat there for 20 minutes then logged off. Complete waste of time!! So, I had to set another appointment. So incredibly frustrating!!!

Healthcare, Healthcare, Healthcare

Appointment Scheduling, Communication, Doctor Availability

Negative, Negative, Negative

Healthcare - Appointment Scheduling - Negative, Healthcare - Communication - Negative, Healthcare - Doctor Availability - Negative

### USER: VERY FRUSTRATING SYSTEM!: If you ever want to contact your doctor for any reason other than to schedule an appointment, DO NOT use Teledoc. You literally cannot get your doctor’s phone number, email address, or any other contact information. The doctor can’t even tell you in what state they work. I experienced an issue with my prescription and had the most frustrating experience!! I had to request an appointment (which is the only thing a patient can do), but the doctor didn’t know if my request was due to an urgent issue like I need critical meds ASAP or if I am simply requesting an appointment for a routine issue. Also, I’ve had two appointments where the doctor was running behind due to medical emergencies, and I just sat online waiting for the doctor to show. It’s not as if there’s a receptionist to tell you the doctor is behind. So, I just sat there for 20 minutes then logged off. Complete waste of time!! So, I had to set another appointment. So incredibly frustrating!!! ### ASSISTANT: Healthcare - Appointment Scheduling - Negative, Healthcare - Communication - Negative, Healthcare - Doctor Availability - Negative )))

Phone call is the way

In recently reviewed the app with 1 star only because it took 3 day for a video call that never happened. Apologies and cancellations because of this pandemia and the long wait. , I just change the way of the visit and made it thru a phone call and it was almost instant call. Not even 5 minutes. Dr Thomas was respectfully and took time to listen to me and diagnose after all the pictures and symptoms a Streptococcus throat. Medication is been processed in my pharmacy and that is the reason I will update to 5 start. THANK YOU

Communication, Communication, Communication, Empathy, Diagnosis, Diagnosis

Phone call, Video call, Phone call, Listening, Diagnosis, Medication

positive, negative, positive, positive, positive, positive

Communication - Phone call - positive, Communication - Video call - negative, Communication - Phone call - positive, Empathy - Listening - positive, Diagnosis - Diagnosis - positive, Diagnosis - Medication - positive

### USER: Phone call is the way: In recently reviewed the app with 1 star only because it took 3 day for a video call that never happened. Apologies and cancellations because of this pandemia and the long wait. , I just change the way of the visit and made it thru a phone call and it was almost instant call. Not even 5 minutes. Dr Thomas was respectfully and took time to listen to me and diagnose after all the pictures and symptoms a Streptococcus throat. Medication is been processed in my pharmacy and that is the reason I will update to 5 start. THANK YOU ### ASSISTANT: Communication - Phone call - positive, Communication - Video call - negative, Communication - Phone call - positive, Empathy - Listening - positive, Diagnosis - Diagnosis - positive, Diagnosis - Medication - positive )))

Frustratingly unresponsive

The app is absolutely a nightmare to use. It’s unresponsive and buggy. Each screen and step takes ages to load and it was not due to internet issues, as it was consistently an issue at home, office, coffee shop. The buttons don’t work and every single time I login to check my messages after a televisit, the app prompted me to log out and back in again. I did this numerous times to no avail and still have not been able to access my secure messages. It may honestly have been quicker to have visited an urgent care near me and see a provider in person. , , I thought it was just a buggy app but I attempted to use the website for a visit and was met with similarly atrocious wait times for loading and was in fact unable to successfully upload any photos for my visit. , It’s a great idea to have a convenient little app to put you in touch with medical providers without having to make an appointment with your physician or deal with wait times at a medical office or urgent care. However, the UI is in need of much work to provide a functional experience for users/patients. I hope these issues get resolved soon.

App Usability, App Usability, App Usability, App Usability, App Usability, App Usability, App Idea

Responsiveness, Speed, Interface, Login, Navigation, Security, Convenience

negative, negative, negative, negative, negative, negative, positive

App Usability - Responsiveness - negative, App Usability - Speed - negative, App Usability - Interface - negative, App Usability - Login - negative, App Usability - Navigation - negative, App Usability - Security - negative, App Idea - Convenience - positive

### USER: Frustratingly unresponsive: The app is absolutely a nightmare to use. It’s unresponsive and buggy. Each screen and step takes ages to load and it was not due to internet issues, as it was consistently an issue at home, office, coffee shop. The buttons don’t work and every single time I login to check my messages after a televisit, the app prompted me to log out and back in again. I did this numerous times to no avail and still have not been able to access my secure messages. It may honestly have been quicker to have visited an urgent care near me and see a provider in person. , , I thought it was just a buggy app but I attempted to use the website for a visit and was met with similarly atrocious wait times for loading and was in fact unable to successfully upload any photos for my visit. , It’s a great idea to have a convenient little app to put you in touch with medical providers without having to make an appointment with your physician or deal with wait times at a medical office or urgent care. However, the UI is in need of much work to provide a functional experience for users/patients. I hope these issues get resolved soon. ### ASSISTANT: App Usability - Responsiveness - negative, App Usability - Speed - negative, App Usability - Interface - negative, App Usability - Login - negative, App Usability - Navigation - negative, App Usability - Security - negative, App Idea - Convenience - positive )))

They don’t really help you

I’ve used this app twice when I was sick. Both times they gave me recommendations for over the counter medicine to help with symptoms. I ended up going into the clinic the first time I used them and they gave me antibiotics and steroids. I used them again today and was given the same advice of over the counter medicine to deal with symptoms. They offered to call in a nasal spray for symptoms because I have a sinus infection. But it won’t clear the infection, just will help with the symptoms caused by it. It’s a huge waste of time and money to have a doctors appointment when your sick for them to tell you to take over the counter meds for symptoms until your body fights it off on it’s own. I won’t use this app or service again. I will also dispute their charges with my insurance company.

Medical advice

Effectiveness

negative

Medical advice - Effectiveness - negative

### USER: They don’t really help you: I’ve used this app twice when I was sick. Both times they gave me recommendations for over the counter medicine to help with symptoms. I ended up going into the clinic the first time I used them and they gave me antibiotics and steroids. I used them again today and was given the same advice of over the counter medicine to deal with symptoms. They offered to call in a nasal spray for symptoms because I have a sinus infection. But it won’t clear the infection, just will help with the symptoms caused by it. It’s a huge waste of time and money to have a doctors appointment when your sick for them to tell you to take over the counter meds for symptoms until your body fights it off on it’s own. I won’t use this app or service again. I will also dispute their charges with my insurance company. ### ASSISTANT: Medical advice - Effectiveness - negative )))

SCAM SCAM SCAM!!!!

Your doctor told me he could not help me and told me I needed to go to an actual doctor at a doctors office. Why was I not screened by someone to Review my situation to determine your app could not help me before I’m forced to pay. We should not be forced to pay prior to evaluating what the issue is by a front desk person screening ppl that you cannot actually help. I feel like I was mugged by you while I waited in your virtual doctors office when the doctor said their was nothing he could do to assist me and my situation. This app is useless if you do not evaluate the problem prior to forcing us to pay. This is flat out Robbery if your doctor is simply going to tell me to go to a doctors office and that they can’t help me thru your app. Furthermore my doctor thought I should have my money refunded to me since you did not screen my situation prior to my payment. Please return my money.

App, App, App

Payment, Screening, Functionality

negative, negative, negative

App - Payment - negative, App - Screening - negative, App - Functionality - negative

### USER: SCAM SCAM SCAM!!!!: Your doctor told me he could not help me and told me I needed to go to an actual doctor at a doctors office. Why was I not screened by someone to Review my situation to determine your app could not help me before I’m forced to pay. We should not be forced to pay prior to evaluating what the issue is by a front desk person screening ppl that you cannot actually help. I feel like I was mugged by you while I waited in your virtual doctors office when the doctor said their was nothing he could do to assist me and my situation. This app is useless if you do not evaluate the problem prior to forcing us to pay. This is flat out Robbery if your doctor is simply going to tell me to go to a doctors office and that they can’t help me thru your app. Furthermore my doctor thought I should have my money refunded to me since you did not screen my situation prior to my payment. Please return my money. ### ASSISTANT: App - Payment - negative, App - Screening - negative, App - Functionality - negative )))

A waste of time and money. A complete scam.

They will charge you $70 for 30 seconds on the phone with a “doctor” only for that “doctor” to tell you they don’t offer what you need. Because you spoke to a “doctor” they won’t provide a refund, despite the fact that the services are not clearly outlined on their website and they don’t request enough information to schedule the appointment to prevent you from moving forward. Other services I found after the fact ask enough intake questions to determine if they can help you BEFORE charging you., I called to ask for a refund and the customer service rep admitted they don’t clearly outline what they offer, but they don’t provide refunds. , Check out their BBB complaints…

App, App, App, Website

Service, Fees, Refund, Information

Negative, Negative, Negative, Negative

App - Service - Negative, App - Fees - Negative, App - Refund - Negative, Website - Information - Negative

### USER: A waste of time and money. A complete scam.: They will charge you $70 for 30 seconds on the phone with a “doctor” only for that “doctor” to tell you they don’t offer what you need. Because you spoke to a “doctor” they won’t provide a refund, despite the fact that the services are not clearly outlined on their website and they don’t request enough information to schedule the appointment to prevent you from moving forward. Other services I found after the fact ask enough intake questions to determine if they can help you BEFORE charging you., I called to ask for a refund and the customer service rep admitted they don’t clearly outline what they offer, but they don’t provide refunds. , Check out their BBB complaints… ### ASSISTANT: App - Service - Negative, App - Fees - Negative, App - Refund - Negative, Website - Information - Negative )))

They won’t provide a sick note

While the app, medical care, and customer service are great, the physician refused to provide a work note (for one day) because I was not running a fever. She said it was a new policy and employers were “catching on”...implying that I was simply attempting to get out of work. She suggested that I simply “speak to my employer” about why I was out and “hopefully they will understand.” I’m an RN and I work at a huge community hospital. I can assure you they don’t care why I’m out and, because it’s a weekend night, I will accumulate double the points for being absent. This forced me to get dressed, drive to the clinic, sit in a waiting room with a dozen flu patients, and pay triple the cost (after already paying for the Teledoc call) simply to acquire a sick note (which they gave me with no hesitation whatsoever). This practice is redundant, expensive, and completely unnecessary. I gave Teledoc 3 stars (although I’m admittedly irritated) because they are a great service. But if you need a sick note, don’t waste your time. Not cool, Teledoc. I really hope you reevaluate your new policy.

Provider, App, App, App

Sick note, Medical care, Customer service, Sick note

negative, positive, positive, negative

Provider - Sick note - negative, App - Medical care - positive, App - Customer service - positive, App - Sick note - negative

### USER: They won’t provide a sick note: While the app, medical care, and customer service are great, the physician refused to provide a work note (for one day) because I was not running a fever. She said it was a new policy and employers were “catching on”...implying that I was simply attempting to get out of work. She suggested that I simply “speak to my employer” about why I was out and “hopefully they will understand.” I’m an RN and I work at a huge community hospital. I can assure you they don’t care why I’m out and, because it’s a weekend night, I will accumulate double the points for being absent. This forced me to get dressed, drive to the clinic, sit in a waiting room with a dozen flu patients, and pay triple the cost (after already paying for the Teledoc call) simply to acquire a sick note (which they gave me with no hesitation whatsoever). This practice is redundant, expensive, and completely unnecessary. I gave Teledoc 3 stars (although I’m admittedly irritated) because they are a great service. But if you need a sick note, don’t waste your time. Not cool, Teledoc. I really hope you reevaluate your new policy. ### ASSISTANT: Provider - Sick note - negative, App - Medical care - positive, App - Customer service - positive, App - Sick note - negative )))

Great medical service via remote

Ok, it is basically a remote chatting and face time with a doctor- didn’t have a much of expectation from the beginning. My kid fell down and cut his chin (clean-deep cut about 1-2 cm) while running on hotel gym. 1000 miles away from home and didn’t know where to go for an urgent care at night time. While researching nearby care facilities through my insurance provider’s website, there was Teladoc option caught my eye. I set up the app real quick and completed “registration”- took me about 10 min., Connected to a local doctor after about another 10 min. of waiting in a queue, ( I didn’t expect a doctor standing by next to his/ her iPhone during dinner time, therefore 10 min wait is totally acceptable)., She took a look the wound area and provided series of advices. Since the doctor received all of the patient information from the app, she immediately realized that we are from out of town and visiting the city. , The doctor we connected gave us an assurance that no emergency nor urgent care visit is required, but offered the contact info of closest urgent care clinic near my hotel just in case for next morning. , , Overall, I am very pleased with the quality of care from the doctor and entire process. It is worth every $$ I paid for the “virtual visit”.

Medical, Medical, Medical, Medical

Service, Wait time, Doctor's expertise, Responsiveness

positive, positive, positive, positive

Medical - Service - positive, Medical - Wait time - positive, Medical - Doctor's expertise - positive, Medical - Responsiveness - positive

### USER: Great medical service via remote: Ok, it is basically a remote chatting and face time with a doctor- didn’t have a much of expectation from the beginning. My kid fell down and cut his chin (clean-deep cut about 1-2 cm) while running on hotel gym. 1000 miles away from home and didn’t know where to go for an urgent care at night time. While researching nearby care facilities through my insurance provider’s website, there was Teladoc option caught my eye. I set up the app real quick and completed “registration”- took me about 10 min., Connected to a local doctor after about another 10 min. of waiting in a queue, ( I didn’t expect a doctor standing by next to his/ her iPhone during dinner time, therefore 10 min wait is totally acceptable)., She took a look the wound area and provided series of advices. Since the doctor received all of the patient information from the app, she immediately realized that we are from out of town and visiting the city. , The doctor we connected gave us an assurance that no emergency nor urgent care visit is required, but offered the contact info of closest urgent care clinic near my hotel just in case for next morning. , , Overall, I am very pleased with the quality of care from the doctor and entire process. It is worth every $$ I paid for the “virtual visit”. ### ASSISTANT: Medical - Service - positive, Medical - Wait time - positive, Medical - Doctor's expertise - positive, Medical - Responsiveness - positive )))

I didn’t have to miss work.

I was looking forward to working the OT I signed up for, but work up with a horrible sore throat, and knew I would need to get to urgent care as soon as they opened. I was sooooo thankful when I found out my insurance covers this app! I worked my OT, and took a break for a few mins to have my appt, received a Dr’s note just in case, and by the time my shift was over my meds were ready to pick up. The provider was so sweet, such wonderful virtual bedside manners. I immediately recommended it to my co-workers 🤍

Healthcare Services, Healthcare Services, Healthcare Services

Emergency Care, Virtual Visit, Provider

Positive, Neutral, Positive

Healthcare Services - Emergency Care - Positive, Healthcare Services - Virtual Visit - Neutral, Healthcare Services - Provider - Positive

### USER: I didn’t have to miss work.: I was looking forward to working the OT I signed up for, but work up with a horrible sore throat, and knew I would need to get to urgent care as soon as they opened. I was sooooo thankful when I found out my insurance covers this app! I worked my OT, and took a break for a few mins to have my appt, received a Dr’s note just in case, and by the time my shift was over my meds were ready to pick up. The provider was so sweet, such wonderful virtual bedside manners. I immediately recommended it to my co-workers 🤍 ### ASSISTANT: Healthcare Services - Emergency Care - Positive, Healthcare Services - Virtual Visit - Neutral, Healthcare Services - Provider - Positive )))

So nice!

I absolutely love having an option to not drive anywhere when I’m feeling terrible. It’s not AS good as going to a real doctor, but I didn’t have to wait in a waiting room and it’s 24/7. , , So, the two doctors I saw were very nice. They seem a little rushed to finish the call, but not horrible. The first doctor I had was supposed to give me multiple prescriptions for my cough and earache, but I only received one. I called back and had to wait 4 hours for a return call and the lady who called was very nice and I saw another doctor within minutes. There may be an issue with the way they set up prescriptions because I was supposed to get an inhaler, Nasal spray, and cough medicine, and only 2/3 were on the list. , , So, right now, I’m loving this app.

Medical, Medical, Medical, Medical, Medical, Medical, Medical, Medical

Service, Wait time, Doctors, Doctors, Prescriptions, Prescriptions, Prescriptions, Service

positive, positive, negative, positive, negative, negative, positive, positive

Medical - Service - positive, Medical - Wait time - positive, Medical - Doctors - negative, Medical - Doctors - positive, Medical - Prescriptions - negative, Medical - Prescriptions - negative, Medical - Prescriptions - positive, Medical - Service - positive

### USER: So nice!: I absolutely love having an option to not drive anywhere when I’m feeling terrible. It’s not AS good as going to a real doctor, but I didn’t have to wait in a waiting room and it’s 24/7. , , So, the two doctors I saw were very nice. They seem a little rushed to finish the call, but not horrible. The first doctor I had was supposed to give me multiple prescriptions for my cough and earache, but I only received one. I called back and had to wait 4 hours for a return call and the lady who called was very nice and I saw another doctor within minutes. There may be an issue with the way they set up prescriptions because I was supposed to get an inhaler, Nasal spray, and cough medicine, and only 2/3 were on the list. , , So, right now, I’m loving this app. ### ASSISTANT: Medical - Service - positive, Medical - Wait time - positive, Medical - Doctors - negative, Medical - Doctors - positive, Medical - Prescriptions - negative, Medical - Prescriptions - negative, Medical - Prescriptions - positive, Medical - Service - positive )))

Great service, troubled app

Teledoc is great, please take advantage of it if you can. The app, however, has some weird issues. It will forget you after a while and ask you to go through verification and ask if you want to log in with face scan, even if you regularly use the app. , , It will also get stuck in loops, so to speak. For example, you may go from the home screen to a questionnaire about an upcoming visit. After the questionnaire, you will go to a completion screen with no option to return home beside pressing the back button. But that back button takes you back to the questionnaire as if you hadn't answered it. So the best choice becomes closing the app and reopening it, the hoping it hasn't forgotten you., , Action items don't seem to have any function. The upcoming visit section doesn't work properly. The messages system is hard to navigate. , , In summary, Teledoc is great and the app is functional but it has quite a few annoyances.

App, App, App, App, Service

Usability, Functionality, Login, Reliability, Quality

negative, negative, negative, negative, positive

App - Usability - negative, App - Functionality - negative, App - Login - negative, App - Reliability - negative, Service - Quality - positive

### USER: Great service, troubled app: Teledoc is great, please take advantage of it if you can. The app, however, has some weird issues. It will forget you after a while and ask you to go through verification and ask if you want to log in with face scan, even if you regularly use the app. , , It will also get stuck in loops, so to speak. For example, you may go from the home screen to a questionnaire about an upcoming visit. After the questionnaire, you will go to a completion screen with no option to return home beside pressing the back button. But that back button takes you back to the questionnaire as if you hadn't answered it. So the best choice becomes closing the app and reopening it, the hoping it hasn't forgotten you., , Action items don't seem to have any function. The upcoming visit section doesn't work properly. The messages system is hard to navigate. , , In summary, Teledoc is great and the app is functional but it has quite a few annoyances. ### ASSISTANT: App - Usability - negative, App - Functionality - negative, App - Login - negative, App - Reliability - negative, Service - Quality - positive )))

Hit or miss

One time I called in because I had a cold for over 3 weeks. The doctor was great. Very kind. I even had difficulties getting my medicine from the pharmacy and they called me right away to fix it while I was still at the pharmacy. I told everyone about it. Then my husband called them and the doctor called in a prescription but the pharmacy never got it. So he called telodoc again and they said they’d call the pharmacy then call him back. After multiple attempts he went without the medicine. , The last time I called in because I was worried I had a serious infection and was too sick to go in. I misspoke and in seconds the doctor chewed me out with a 5 minute rant. I wish I would’ve hung up. It was the worst!!

App-Review, App-Review, App-Review

Doctor's demeanor, Doctor's professionalism, Pharmacy service

negative, negative, negative

App-Review - Doctor's demeanor - negative, App-Review - Doctor's professionalism - negative, App-Review - Pharmacy service - negative

### USER: Hit or miss: One time I called in because I had a cold for over 3 weeks. The doctor was great. Very kind. I even had difficulties getting my medicine from the pharmacy and they called me right away to fix it while I was still at the pharmacy. I told everyone about it. Then my husband called them and the doctor called in a prescription but the pharmacy never got it. So he called telodoc again and they said they’d call the pharmacy then call him back. After multiple attempts he went without the medicine. , The last time I called in because I was worried I had a serious infection and was too sick to go in. I misspoke and in seconds the doctor chewed me out with a 5 minute rant. I wish I would’ve hung up. It was the worst!! ### ASSISTANT: App-Review - Doctor's demeanor - negative, App-Review - Doctor's professionalism - negative, App-Review - Pharmacy service - negative )))

Great app/waste of time

I’ve worked in Radiology 23 years, I see daily the unnecessary things that clog our ER’s. I called in with a minor issue that I’ve had in the past, hoping for a script for steroids. The doc told me for my issue, she would recommend me going to the ER and get a ct, possibly admitted for IV steroids. I understand the huge liability of practicing medicine on the phone, but I could have gotten the same benefit from calling a triage nurse. She did take the time to listen though. Same thing happens with the telemedicine my girlfriend uses with her insurance. It’s a waste of time, and is fleecing our insurance. The app and process was fine, just don’t expect this to be your last stop for your issue.

Healthcare, Healthcare

Service, Effectiveness

Negative, Negative

Healthcare - Service - Negative, Healthcare - Effectiveness - Negative

### USER: Great app/waste of time: I’ve worked in Radiology 23 years, I see daily the unnecessary things that clog our ER’s. I called in with a minor issue that I’ve had in the past, hoping for a script for steroids. The doc told me for my issue, she would recommend me going to the ER and get a ct, possibly admitted for IV steroids. I understand the huge liability of practicing medicine on the phone, but I could have gotten the same benefit from calling a triage nurse. She did take the time to listen though. Same thing happens with the telemedicine my girlfriend uses with her insurance. It’s a waste of time, and is fleecing our insurance. The app and process was fine, just don’t expect this to be your last stop for your issue. ### ASSISTANT: Healthcare - Service - Negative, Healthcare - Effectiveness - Negative )))

Why haven’t I been using this?

Today at work I could feel a sinus infection coming on, I set up all my medical history, kids medical, and added our pharmacy on my computer at work I think it took maybe 10 minutes. Came home downloaded the app to my phone put in my request. Within minutes I had a very nice dr on the phone, he asked me a few questions and sent a prescription to my pharmacy then recommended a local dr to fallow up with as I haven’t been able to take the time to do it since we moved. It was fast it was free through my insurance and it was so easy! I’ll never use a urgent care again for a general sickness! Most of the time all they do is make me wait forever in a waiting room, run tests I don’t need, and don’t give me anything and send me packing and give me a hefty bill! This is definitely the way to go!!! I can’t wait to tell everyone about teladoc!!!!

Convenience, Convenience, Convenience, Convenience, Doctor, Doctor

Process, Wait time, Fee, Overall, Manner, Recommendation

Positive, Positive, Positive, Positive, Positive, Positive

Convenience - Process - Positive, Convenience - Wait time - Positive, Convenience - Fee - Positive, Convenience - Overall - Positive, Doctor - Manner - Positive, Doctor - Recommendation - Positive

### USER: Why haven’t I been using this?: Today at work I could feel a sinus infection coming on, I set up all my medical history, kids medical, and added our pharmacy on my computer at work I think it took maybe 10 minutes. Came home downloaded the app to my phone put in my request. Within minutes I had a very nice dr on the phone, he asked me a few questions and sent a prescription to my pharmacy then recommended a local dr to fallow up with as I haven’t been able to take the time to do it since we moved. It was fast it was free through my insurance and it was so easy! I’ll never use a urgent care again for a general sickness! Most of the time all they do is make me wait forever in a waiting room, run tests I don’t need, and don’t give me anything and send me packing and give me a hefty bill! This is definitely the way to go!!! I can’t wait to tell everyone about teladoc!!!! ### ASSISTANT: Convenience - Process - Positive, Convenience - Wait time - Positive, Convenience - Fee - Positive, Convenience - Overall - Positive, Doctor - Manner - Positive, Doctor - Recommendation - Positive )))

LiveHealth is better

I moved to a new state and am unable to see a doctor in office for 4 months. Teledoc does not allow their doctors on their app to prescribe Topamax despite the medication not being a controlled substance and it being prescribed for headaches. The LiveHealth app allows this medication to be refilled via their online services. Zero stars as I will run out of my medication before I am able to see a doctor in office., , I attempted to use the app a second time. I sent a request for a therapist and she responded with a date/time. The day off my appointment it’s canceled and the therapist suggest a new date/time. Why is this platform not set up like LiveHealth? LiveHealth allows you to see the appointment times for a provider and schedule. If there are no slots. That means the therapist is not available. I will continued to pay out of pocket and see my therapist via LiveHealth. As she doesn’t not cancel appointments last minute.

Healthcare Platform, Healthcare Platform

Convenience, Appointment Scheduling

Positive, Negative

Healthcare Platform - Convenience - Positive, Healthcare Platform - Appointment Scheduling - Negative

### USER: LiveHealth is better: I moved to a new state and am unable to see a doctor in office for 4 months. Teledoc does not allow their doctors on their app to prescribe Topamax despite the medication not being a controlled substance and it being prescribed for headaches. The LiveHealth app allows this medication to be refilled via their online services. Zero stars as I will run out of my medication before I am able to see a doctor in office., , I attempted to use the app a second time. I sent a request for a therapist and she responded with a date/time. The day off my appointment it’s canceled and the therapist suggest a new date/time. Why is this platform not set up like LiveHealth? LiveHealth allows you to see the appointment times for a provider and schedule. If there are no slots. That means the therapist is not available. I will continued to pay out of pocket and see my therapist via LiveHealth. As she doesn’t not cancel appointments last minute. ### ASSISTANT: Healthcare Platform - Convenience - Positive, Healthcare Platform - Appointment Scheduling - Negative )))

My first appointment on here

I had the best doctors visit then I have had in years. He was smart, compassionate, and professional. I am a stage four melanoma survivor. I was also President of the American Cancer Society for five years in Alaska. I counseled and worked with patients and doctors. I have been diagnosed now with two immune deficiency’s in which not one doctor took the time to check because of my years of multiple infections. So I consider myself a professional patient. 😊, The appointment saved me from waiting for months to get into a doctor and then arrive to an overfilled waiting room at each one. Felt like cattle being run through. A nitemare. , This was fabulous and I felt very well taken care of. I love it!!!!

Medical, Medical, Medical

care quality, staff, service

positive, positive, positive

Medical - care quality - positive, Medical - staff - positive, Medical - service - positive

### USER: My first appointment on here: I had the best doctors visit then I have had in years. He was smart, compassionate, and professional. I am a stage four melanoma survivor. I was also President of the American Cancer Society for five years in Alaska. I counseled and worked with patients and doctors. I have been diagnosed now with two immune deficiency’s in which not one doctor took the time to check because of my years of multiple infections. So I consider myself a professional patient. 😊, The appointment saved me from waiting for months to get into a doctor and then arrive to an overfilled waiting room at each one. Felt like cattle being run through. A nitemare. , This was fabulous and I felt very well taken care of. I love it!!!! ### ASSISTANT: Medical - care quality - positive, Medical - staff - positive, Medical - service - positive )))

Looks Nice, Completely Useless

The app looks nice and appears to have enough services to make routine appointments quite simple. But looks are deceiving. Appointment requests go unanswered, providers don’t show up for appointments, all customer service does is blow you off telling you to wait longer or leave a voicemail that goes unanswered. The app glitches as crashes when you try to perform certain functions that are essential to using it. Overall, this was a great idea that had either been executed extremely poorly or is a scam to collect insurance payments. I absolutely would give it zero stars if I could. It has been a waste of effort for time sensitive medical issues and I do not recommend it’s use to anybody.

UI, Functionality, Functionality, Functionality, Functionality, Overall, Overall, Overall, Recommendability

design, appointment requests, appointment show-ups, customer service, app functioning, concept, execution, usefulness, recommendation

positive, negative, negative, negative, negative, positive, negative, negative, negative

UI - design - positive, Functionality - appointment requests - negative, Functionality - appointment show-ups - negative, Functionality - customer service - negative, Functionality - app functioning - negative, Overall - concept - positive, Overall - execution - negative, Overall - usefulness - negative, Recommendability - recommendation - negative

### USER: Looks Nice, Completely Useless: The app looks nice and appears to have enough services to make routine appointments quite simple. But looks are deceiving. Appointment requests go unanswered, providers don’t show up for appointments, all customer service does is blow you off telling you to wait longer or leave a voicemail that goes unanswered. The app glitches as crashes when you try to perform certain functions that are essential to using it. Overall, this was a great idea that had either been executed extremely poorly or is a scam to collect insurance payments. I absolutely would give it zero stars if I could. It has been a waste of effort for time sensitive medical issues and I do not recommend it’s use to anybody. ### ASSISTANT: UI - design - positive, Functionality - appointment requests - negative, Functionality - appointment show-ups - negative, Functionality - customer service - negative, Functionality - app functioning - negative, Overall - concept - positive, Overall - execution - negative, Overall - usefulness - negative, Recommendability - recommendation - negative )))

Bugs and glitches galore right now

The app is beautifully designed and has fairly intuitive UI/UX, but there are just so many bugs. Tried to join the waiting room for my appointment this morning, only for the next screen to pop up for a split second, disappear, and a half cut-off yellow error message at the top of the screen to pop up. I did this probably 10-15 times trying to enter the room. I had two appointments booked in advance, and the second screen with my next appointment details had the date and add to calendar button completely overlapping on the same line. The app makes me go through the same intro screens every time I log in. Seemingly not a big deal, but super annoying to click through prompts about sharing health data, location, remembering password, etc. every single time. This info should be saved and not addressed every time. Similarly, having to fill out the mental health questionnaire each time you want to schedule an appointment with your provider is so frustrating. Maybe shorten it after the initial visit, just to check up on things that change often? It takes forever and is unnecessary to address before each (sometimes weekly) meeting. The animations between screens are nice, but move slow and get old when trying to move quickly. It tends to drag, and gives the app a slow and lagging feel. This is a small detail but it drives me nuts lol The services are great, but the app tends to hinder the experience.

UI/UX, UI/UX, App, App

Design, Functionality, General, Features

Positive, Negative, Positive, Positive

App-Review: ('Bugs and glitches galore right now', ': ', 'The app is beautifully designed and has fairly intuitive UI/UX, but there are just so many bugs. Tried to join the waiting room for my appointment this morning, only for the next screen to pop up for a split second, disappear, and a half cut-off yellow error message at the top of the screen to pop up. I did this probably 10-15 times trying to enter the room. I had two appointments booked in advance, and the second screen with my next appointment details had the date and add to calendar button completely overlapping on the same line. The app makes me go through the same intro screens every time I log in. Seemingly not a big deal, but super annoying to click through prompts about sharing health data, location, remembering password, etc. every single time. This info should be saved and not addressed every time. Similarly, having to fill out the mental health questionnaire each time you want to schedule an appointment with your provider is so frustrating. Maybe shorten it after the initial visit, just to check up on things that change often? It takes forever and is unnecessary to address before each (sometimes weekly) meeting. The animations between screens are nice, but move slow and get old when trying to move quickly. It tends to drag, and gives the app a slow and lagging feel. This is a small detail but it drives me nuts lol The services are great, but the app tends to hinder the experience.'), UI/UX - Design - Positive, UI/UX - Functionality - Negative, App-Review: ('Lovvvvve', ': ', 'I can finally find info about medication with reviews from real people who use it. Also great to keep track of which pharmacies have it in stock and price comparison across stores :) Thank you creators!!'), App - General - Positive, App - Features - Positive

### USER: Bugs and glitches galore right now: The app is beautifully designed and has fairly intuitive UI/UX, but there are just so many bugs. Tried to join the waiting room for my appointment this morning, only for the next screen to pop up for a split second, disappear, and a half cut-off yellow error message at the top of the screen to pop up. I did this probably 10-15 times trying to enter the room. I had two appointments booked in advance, and the second screen with my next appointment details had the date and add to calendar button completely overlapping on the same line. The app makes me go through the same intro screens every time I log in. Seemingly not a big deal, but super annoying to click through prompts about sharing health data, location, remembering password, etc. every single time. This info should be saved and not addressed every time. Similarly, having to fill out the mental health questionnaire each time you want to schedule an appointment with your provider is so frustrating. Maybe shorten it after the initial visit, just to check up on things that change often? It takes forever and is unnecessary to address before each (sometimes weekly) meeting. The animations between screens are nice, but move slow and get old when trying to move quickly. It tends to drag, and gives the app a slow and lagging feel. This is a small detail but it drives me nuts lol The services are great, but the app tends to hinder the experience. ### ASSISTANT: App-Review: ('Bugs and glitches galore right now', ': ', 'The app is beautifully designed and has fairly intuitive UI/UX, but there are just so many bugs. Tried to join the waiting room for my appointment this morning, only for the next screen to pop up for a split second, disappear, and a half cut-off yellow error message at the top of the screen to pop up. I did this probably 10-15 times trying to enter the room. I had two appointments booked in advance, and the second screen with my next appointment details had the date and add to calendar button completely overlapping on the same line. The app makes me go through the same intro screens every time I log in. Seemingly not a big deal, but super annoying to click through prompts about sharing health data, location, remembering password, etc. every single time. This info should be saved and not addressed every time. Similarly, having to fill out the mental health questionnaire each time you want to schedule an appointment with your provider is so frustrating. Maybe shorten it after the initial visit, just to check up on things that change often? It takes forever and is unnecessary to address before each (sometimes weekly) meeting. The animations between screens are nice, but move slow and get old when trying to move quickly. It tends to drag, and gives the app a slow and lagging feel. This is a small detail but it drives me nuts lol The services are great, but the app tends to hinder the experience.'), UI/UX - Design - Positive, UI/UX - Functionality - Negative, App-Review: ('Lovvvvve', ': ', 'I can finally find info about medication with reviews from real people who use it. Also great to keep track of which pharmacies have it in stock and price comparison across stores :) Thank you creators!!'), App - General - Positive, App - Features - Positive )))

Worst service ever

Called in because i had gotten a cold which led to some congestion and because cancer has weakened my immune system I had a sinus infection. Dr I spoke to told me I had the flu and prescribed tamiflu. I knew I did not have the flu. I didn’t have any flu symptoms. And tamiflu is not to be used if you have trouble breathing (like my congestion) or with a weak immune system(like I have because of my cancer). He wouldn’t listen and don’t think he really cared. I ended up paying for a visit to my primary care who did diagnose with with an ear and sinus infection for which I needed a $5 antibiotic not $110 tamiflu. Called and complained about the service I received and was told someone would call me back and no one ever did. Don’t waste your time or your money. It won’t save you in the long run.

Health

Service

negative

Health - Service - negative

### USER: Worst service ever: Called in because i had gotten a cold which led to some congestion and because cancer has weakened my immune system I had a sinus infection. Dr I spoke to told me I had the flu and prescribed tamiflu. I knew I did not have the flu. I didn’t have any flu symptoms. And tamiflu is not to be used if you have trouble breathing (like my congestion) or with a weak immune system(like I have because of my cancer). He wouldn’t listen and don’t think he really cared. I ended up paying for a visit to my primary care who did diagnose with with an ear and sinus infection for which I needed a $5 antibiotic not $110 tamiflu. Called and complained about the service I received and was told someone would call me back and no one ever did. Don’t waste your time or your money. It won’t save you in the long run. ### ASSISTANT: Health - Service - negative )))

Complete joke.

Made an appointment, joined the waiting room 10 minutes it’s prior to appointment. Around the first 15 minutes I had a notification confirming that the doctor accepted my appointment but then ended up waiting an additional 40 minutes in the waiting room just for my appointment to get cancelled due to “Doctor not being able to reach me” , To be clear, I was already in the waiting room, and had my phone number as secondary option in case they couldn’t contact me. , I ended up making a second appointment through video, ended up waiting another hour with no results. , I ended up trying the phone call appointment instead as a last ditch effort to get a hold of a doctor, but to no avail I waited another 45 minutes before I just gave up on trying. , Absolute horrible experience and honestly very discouraging. Definitely would not recommend their services.

Experience, Experience, Service, Service, Service

Appointment process, Communication, Appointment availability, Phone call appointment, Video call appointment

negative, negative, negative, negative, negative

Experience - Appointment process - negative, Experience - Communication - negative, Service - Appointment availability - negative, Service - Phone call appointment - negative, Service - Video call appointment - negative

### USER: Complete joke.: Made an appointment, joined the waiting room 10 minutes it’s prior to appointment. Around the first 15 minutes I had a notification confirming that the doctor accepted my appointment but then ended up waiting an additional 40 minutes in the waiting room just for my appointment to get cancelled due to “Doctor not being able to reach me” , To be clear, I was already in the waiting room, and had my phone number as secondary option in case they couldn’t contact me. , I ended up making a second appointment through video, ended up waiting another hour with no results. , I ended up trying the phone call appointment instead as a last ditch effort to get a hold of a doctor, but to no avail I waited another 45 minutes before I just gave up on trying. , Absolute horrible experience and honestly very discouraging. Definitely would not recommend their services. ### ASSISTANT: Experience - Appointment process - negative, Experience - Communication - negative, Service - Appointment availability - negative, Service - Phone call appointment - negative, Service - Video call appointment - negative )))

App shuts down

I scheduled an appointment. I opened the app 10 minutes before the appointment started just to be safe. I tried to enter the virtual waiting room and the app shut down. I reopened the app and tried again, but it shut down again. This must have happened twenty times. Finally when the doctor was ready to start the appointment, I was alerted by cal and text. I tried to enter the link via the text which opened the app, but again, it shut down. Same thing happened when a different doctor tried to see me. How can I see a doctor if the app shuts down every time I try??

App

Functionality

Negative

App - Functionality - Negative

### USER: App shuts down: I scheduled an appointment. I opened the app 10 minutes before the appointment started just to be safe. I tried to enter the virtual waiting room and the app shut down. I reopened the app and tried again, but it shut down again. This must have happened twenty times. Finally when the doctor was ready to start the appointment, I was alerted by cal and text. I tried to enter the link via the text which opened the app, but again, it shut down. Same thing happened when a different doctor tried to see me. How can I see a doctor if the app shuts down every time I try?? ### ASSISTANT: App - Functionality - Negative )))

Communication is terrible!

Don’t bother if you need an excuse for work or school! My son came down with a fever on a Thursday and had to miss school. I needed a note for him, so I decided to try Teledoc. I didn’t want to take him to his PCP yet, because I knew it would be too early to test for Covid or flu. During the visit, the doc confirmed that it was the right call to keep him home, and she agreed to write a note for 1-2 days for school in case he was still sick the next day (Friday). After the visit, I waited hours. No note. I chatted the doctor to remind her. No response. I finally called customer service. That evening, the note came through, but it was only written for 1 day. I immediately notified them of the error. No response. I tried again the next day. This time I was told that I needed to schedule and pay for another consultation to fix the error on the note. I contacted customer service, and they simply said they couldn’t change notes at the request of the patient. Since I was asking for an error to be fixed and then essentially told I would have to pay for it to be fixed, I am furious. I will never use this service again.

Communication

Response time

negative

Communication - Response time - negative

### USER: Communication is terrible!: Don’t bother if you need an excuse for work or school! My son came down with a fever on a Thursday and had to miss school. I needed a note for him, so I decided to try Teledoc. I didn’t want to take him to his PCP yet, because I knew it would be too early to test for Covid or flu. During the visit, the doc confirmed that it was the right call to keep him home, and she agreed to write a note for 1-2 days for school in case he was still sick the next day (Friday). After the visit, I waited hours. No note. I chatted the doctor to remind her. No response. I finally called customer service. That evening, the note came through, but it was only written for 1 day. I immediately notified them of the error. No response. I tried again the next day. This time I was told that I needed to schedule and pay for another consultation to fix the error on the note. I contacted customer service, and they simply said they couldn’t change notes at the request of the patient. Since I was asking for an error to be fixed and then essentially told I would have to pay for it to be fixed, I am furious. I will never use this service again. ### ASSISTANT: Communication - Response time - negative )))

Unhappy Customer

I am VERY upset. I had a telephone visit today and it went excellent, he said he would call my prescriptions to the appropriate pharmacy on file. It never happened and I was charged. When I got on the app to view my plan of care it showed me the doctor then disappeared. I had two phone calls from Minnesota and voicemails left stating my visit was going to start. I finally answered the 3rd call and spoke with a doctor waiting to visit with me. I told him I have already been seen. He said sorry for the confusion, but you better check with the help desk. I have talked to 3 people, dropped call, then transferred to rx and got a voice recording. By the way, the dropped call never got returned. They said I would be charged again for another visit!!! Thanks for nothing……!@$)&called the pharmacy and no prescriptions were called in. But I was billed!, , Signed frustrated & unhappy customer!

Communication, Communication, Communication, Communication, Customer Service, Customer Service, Customer Service, Transparency, Transparency

Doctor-App communication, Phone calls, Telephone visit, Waiting time, Responsiveness, Support quality, Transferring calls, Billing, Prescription status

negative, negative, negative, negative, negative, negative, negative, negative, negative

Communication - Doctor-App communication - negative, Communication - Phone calls - negative, Communication - Telephone visit - negative, Communication - Waiting time - negative, Customer Service - Responsiveness - negative, Customer Service - Support quality - negative, Customer Service - Transferring calls - negative, Transparency - Billing - negative, Transparency - Prescription status - negative

### USER: Unhappy Customer: I am VERY upset. I had a telephone visit today and it went excellent, he said he would call my prescriptions to the appropriate pharmacy on file. It never happened and I was charged. When I got on the app to view my plan of care it showed me the doctor then disappeared. I had two phone calls from Minnesota and voicemails left stating my visit was going to start. I finally answered the 3rd call and spoke with a doctor waiting to visit with me. I told him I have already been seen. He said sorry for the confusion, but you better check with the help desk. I have talked to 3 people, dropped call, then transferred to rx and got a voice recording. By the way, the dropped call never got returned. They said I would be charged again for another visit!!! Thanks for nothing……!@$)&called the pharmacy and no prescriptions were called in. But I was billed!, , Signed frustrated & unhappy customer! ### ASSISTANT: Communication - Doctor-App communication - negative, Communication - Phone calls - negative, Communication - Telephone visit - negative, Communication - Waiting time - negative, Customer Service - Responsiveness - negative, Customer Service - Support quality - negative, Customer Service - Transferring calls - negative, Transparency - Billing - negative, Transparency - Prescription status - negative )))

6 hour wait

I occasionally have an attack of diverticulitis. Friday during the night was one of those times. I had excruciating pain in my lower left side and then later in the day on Saturday started running a fever so called Teladoc. , This is the first time I’ve used Teladoc so I had to enter a lot of information and I unknowingly incorrectly entered my phone number with one digit off. , I asked for a call as soon as possible and the app said it will not be less than one hour before someone calls which was OK. , Six hours later I still had not heard anything other than messages we are working on it and thanks for your patience. We are reviewing your file etc. , Suddenly at 12:12 am I received an email that they tried to call me and canceled my appointment because of the wrong phone number. I immediately replied to the email with the correct phone number and they said I had to start the process over again because the phone number was connected to the appointment. , I did so and when I got to the payment and asked for another $10 there was no place to show this at already been paid so I got out of the application and I am going to go to my doctor tomorrow it was a very frustrating experience.

Experience, Experience

Responsiveness, Accessibility

negative, negative

Experience - Responsiveness - negative, Experience - Accessibility - negative

### USER: 6 hour wait: I occasionally have an attack of diverticulitis. Friday during the night was one of those times. I had excruciating pain in my lower left side and then later in the day on Saturday started running a fever so called Teladoc. , This is the first time I’ve used Teladoc so I had to enter a lot of information and I unknowingly incorrectly entered my phone number with one digit off. , I asked for a call as soon as possible and the app said it will not be less than one hour before someone calls which was OK. , Six hours later I still had not heard anything other than messages we are working on it and thanks for your patience. We are reviewing your file etc. , Suddenly at 12:12 am I received an email that they tried to call me and canceled my appointment because of the wrong phone number. I immediately replied to the email with the correct phone number and they said I had to start the process over again because the phone number was connected to the appointment. , I did so and when I got to the payment and asked for another $10 there was no place to show this at already been paid so I got out of the application and I am going to go to my doctor tomorrow it was a very frustrating experience. ### ASSISTANT: Experience - Responsiveness - negative, Experience - Accessibility - negative )))

Quick response

I had called my primary care doctor but a video conference was not available till The next day, and had a tentative office appt not till the next week. After submitting appt request, Dr called with 10-mins. Upon describing my conditions she was able to identify the issue and told me the symptoms will gradually faded away but if not seek an in-person appointment. Very happy that I didn’t have to wait hours /days for a call back and didn’t have to leave work to make an office visit

Convenience

Appointment Scheduling

positive

Convenience - Appointment Scheduling - positive

### USER: Quick response: I had called my primary care doctor but a video conference was not available till The next day, and had a tentative office appt not till the next week. After submitting appt request, Dr called with 10-mins. Upon describing my conditions she was able to identify the issue and told me the symptoms will gradually faded away but if not seek an in-person appointment. Very happy that I didn’t have to wait hours /days for a call back and didn’t have to leave work to make an office visit ### ASSISTANT: Convenience - Appointment Scheduling - positive )))

Awful service/waste of time

I have contacted relatives twice. The first time I was on an antibiotic and broke out with a rash. I asked to be put in an antibiotic that I had had in the past, but all she said was go back to my doctor. The second time I called, I had had a couch for almost two weeks. My doctor had given me a shot of steroids and zPack, but two days after finishing the steroids it came back. I didn’t want to have to pay my copay again for a doctors visit. So I called teladoc. A couple of coworkers had called and they had prescribed them antibiotics and cough pearls, so I thought I’d give it one more try. After the long conversation telling her what my symptoms were and how it had come back, all she said was I need to go back to the doctor. This was a waste of my time. I had to spend 30 dollars again to go to the doctor and they gave me antibiotics again and cough syrup.

Service

Service

negative

Service - Service - negative

### USER: Awful service/waste of time: I have contacted relatives twice. The first time I was on an antibiotic and broke out with a rash. I asked to be put in an antibiotic that I had had in the past, but all she said was go back to my doctor. The second time I called, I had had a couch for almost two weeks. My doctor had given me a shot of steroids and zPack, but two days after finishing the steroids it came back. I didn’t want to have to pay my copay again for a doctors visit. So I called teladoc. A couple of coworkers had called and they had prescribed them antibiotics and cough pearls, so I thought I’d give it one more try. After the long conversation telling her what my symptoms were and how it had come back, all she said was I need to go back to the doctor. This was a waste of my time. I had to spend 30 dollars again to go to the doctor and they gave me antibiotics again and cough syrup. ### ASSISTANT: Service - Service - negative )))

They’re useless!

I reached out to Teladoc since I couldn’t get an appointment for my son on the same day. Hoping that they could prescribe something. My son suffers from recurring sinus and ear infections. If I thought my son could’ve waited another day I would have just gone to his pediatrician. When consulting with the doctor he told me to do what I’ve been doing for the last 5 days with no positive results. He would not prescribe the antibiotics that he required. The next day my son could no longer hear well from his right ear. When taken to his pediatrician his ears were so bad that the membrane of his ear was bulgingand inflamed. My son suffered another day needlessly. We can not afford the $450 it would take to go to the emergency room. I would not ask for antibiotics for any little thing. I’m a responsible parent and I know my children when they’re in that much discomfort and they’re complaining it’s because they can no longer tolerate the pain and they need more than netti pots and steam to recover. Antibiotics are a LAST RESORT!!!!

Healthcare, Healthcare, Healthcare, Healthcare, Healthcare, Healthcare, Healthcare, Healthcare, Healthcare

Appointment, Appointment, Healthcare professional, Healthcare professional, Cure, Cure, Cost, Cure, Symptoms

negative, neutral, negative, negative, negative, negative, negative, negative, negative

Healthcare - Appointment - negative, Healthcare - Appointment - neutral, Healthcare - Healthcare professional - negative, Healthcare - Healthcare professional - negative, Healthcare - Cure - negative, Healthcare - Cure - negative, Healthcare - Cost - negative, Healthcare - Cure - negative, Healthcare - Symptoms - negative

### USER: They’re useless!: I reached out to Teladoc since I couldn’t get an appointment for my son on the same day. Hoping that they could prescribe something. My son suffers from recurring sinus and ear infections. If I thought my son could’ve waited another day I would have just gone to his pediatrician. When consulting with the doctor he told me to do what I’ve been doing for the last 5 days with no positive results. He would not prescribe the antibiotics that he required. The next day my son could no longer hear well from his right ear. When taken to his pediatrician his ears were so bad that the membrane of his ear was bulgingand inflamed. My son suffered another day needlessly. We can not afford the $450 it would take to go to the emergency room. I would not ask for antibiotics for any little thing. I’m a responsible parent and I know my children when they’re in that much discomfort and they’re complaining it’s because they can no longer tolerate the pain and they need more than netti pots and steam to recover. Antibiotics are a LAST RESORT!!!! ### ASSISTANT: Healthcare - Appointment - negative, Healthcare - Appointment - neutral, Healthcare - Healthcare professional - negative, Healthcare - Healthcare professional - negative, Healthcare - Cure - negative, Healthcare - Cure - negative, Healthcare - Cost - negative, Healthcare - Cure - negative, Healthcare - Symptoms - negative )))

broken forms and prompts throughout

Someone forgot to test the software. Tsk, tsk. The app would be decent if not full of forms that have required closed-ended questions with response options that never render. Or my personal favorite: The prompts for location (not actually optional, by the way — app won't let you see a doc without it), mic and video access pre-empt one another so quickly that they cannot be answered. It looks like a lot was invested in visual design, less so in functional design and quality assurance. Unfortunately you can't use screenshots to get care., , Update: Removed a star. My first visit was canceled because it took me (literally) 30 seconds to open the app and get past the mic permissions prompt. Are your customers computers or people?

Functionality, Functionality, Functionality, Functionality, Functionality, Functionality, Functionality, Functionality, Functionality

Form, Prompts, Location, Microphone, Video, Design (visual), Design (functional), Quality assurance, Screenshot

Negative, Negative, Negative, Negative, Negative, Neutral, Negative, Negative, Negative

Functionality - Form - Negative, Functionality - Prompts - Negative, Functionality - Location - Negative, Functionality - Microphone - Negative, Functionality - Video - Negative, Functionality - Design (visual) - Neutral, Functionality - Design (functional) - Negative, Functionality - Quality assurance - Negative, Functionality - Screenshot - Negative

### USER: broken forms and prompts throughout: Someone forgot to test the software. Tsk, tsk. The app would be decent if not full of forms that have required closed-ended questions with response options that never render. Or my personal favorite: The prompts for location (not actually optional, by the way — app won't let you see a doc without it), mic and video access pre-empt one another so quickly that they cannot be answered. It looks like a lot was invested in visual design, less so in functional design and quality assurance. Unfortunately you can't use screenshots to get care., , Update: Removed a star. My first visit was canceled because it took me (literally) 30 seconds to open the app and get past the mic permissions prompt. Are your customers computers or people? ### ASSISTANT: Functionality - Form - Negative, Functionality - Prompts - Negative, Functionality - Location - Negative, Functionality - Microphone - Negative, Functionality - Video - Negative, Functionality - Design (visual) - Neutral, Functionality - Design (functional) - Negative, Functionality - Quality assurance - Negative, Functionality - Screenshot - Negative )))

Misleading, waste of time

I tried to use the app because it is part of our health plan. When I went to book an appointment for MH, I was able to book a request. The provider showed a lot of available times for a week out. Seemed convenient, and timely. I input three options. After three days I received a notification that the provider couldn’t accept any, and I could try another provider. Hmm. Just wasted three days waiting to get an appointment. Not cool. , , Went back through the website, the same provider is still listed at the top of my option list. I look, and the same times are still available. So there is a fundamental problem with the way the app is running or providers are opting out. It’s a problem either way.

App, App, App

Functionality, Appointment Booking, Provider Availability

negative, negative, negative

App - Functionality - negative, App - Appointment Booking - negative, App - Provider Availability - negative

### USER: Misleading, waste of time: I tried to use the app because it is part of our health plan. When I went to book an appointment for MH, I was able to book a request. The provider showed a lot of available times for a week out. Seemed convenient, and timely. I input three options. After three days I received a notification that the provider couldn’t accept any, and I could try another provider. Hmm. Just wasted three days waiting to get an appointment. Not cool. , , Went back through the website, the same provider is still listed at the top of my option list. I look, and the same times are still available. So there is a fundamental problem with the way the app is running or providers are opting out. It’s a problem either way. ### ASSISTANT: App - Functionality - negative, App - Appointment Booking - negative, App - Provider Availability - negative )))

They dropped the ball big time…

It’s been a day and a half since I began my first experience with Teladoc and I still have no prescription, no record of my prescription being sent to the pharmacy, and no follow-up from the company after emailing and calling them 5 times. , , I came down with a UTI Monday night and needed medication quickly to prevent a kidney infection. The Teladoc system decided to update which delayed my appointment by 4 hours. They have no record of my prescription, the Teladoc pharmacy department has not called me back after leaving a message 10 hours ago, and after finally speaking with customer service they advised me to find treatment elsewhere even though I have already paid for my appointment. I ended up having to go to urgent care and spending $200 because Teladoc dropped the ball.

Telemedicine, Telemedicine, Telemedicine, Telemedicine

Appointment, Customer Service, Prescription, Pharmacy

Negative, Negative, Negative, Negative

Telemedicine - Appointment - Negative, Telemedicine - Customer Service - Negative, Telemedicine - Prescription - Negative, Telemedicine - Pharmacy - Negative

### USER: They dropped the ball big time…: It’s been a day and a half since I began my first experience with Teladoc and I still have no prescription, no record of my prescription being sent to the pharmacy, and no follow-up from the company after emailing and calling them 5 times. , , I came down with a UTI Monday night and needed medication quickly to prevent a kidney infection. The Teladoc system decided to update which delayed my appointment by 4 hours. They have no record of my prescription, the Teladoc pharmacy department has not called me back after leaving a message 10 hours ago, and after finally speaking with customer service they advised me to find treatment elsewhere even though I have already paid for my appointment. I ended up having to go to urgent care and spending $200 because Teladoc dropped the ball. ### ASSISTANT: Telemedicine - Appointment - Negative, Telemedicine - Customer Service - Negative, Telemedicine - Prescription - Negative, Telemedicine - Pharmacy - Negative )))

Doctor prescribed medication I was allergic to and knew.

I went on to the Teladoc app and went through to my visit and had a UTI. Doctor prescribed a medication I was clearly allergic to because I listed it in my medical history and the doctor even stated in his notes I see you have an allergy if a rash or hives happens call for new prescription. What!? How about just prescribe a medication that I won’t be allergic to how about that!?! It’s a pandemic and the world is falling apart with rioting but hey let’s just give you something that could get you in the hospital. Awesome. The pharmacy was so concerned about the prescription and my allergy they said they can’t give it to me knowing my allergy. Oh and Teladoc refused to give me a refund I was “denied” the refund they said in an e-mail. , I definitely don’t recommend using this service.

Treatment

Medication

negative

Treatment - Medication - negative

### USER: Doctor prescribed medication I was allergic to and knew.: I went on to the Teladoc app and went through to my visit and had a UTI. Doctor prescribed a medication I was clearly allergic to because I listed it in my medical history and the doctor even stated in his notes I see you have an allergy if a rash or hives happens call for new prescription. What!? How about just prescribe a medication that I won’t be allergic to how about that!?! It’s a pandemic and the world is falling apart with rioting but hey let’s just give you something that could get you in the hospital. Awesome. The pharmacy was so concerned about the prescription and my allergy they said they can’t give it to me knowing my allergy. Oh and Teladoc refused to give me a refund I was “denied” the refund they said in an e-mail. , I definitely don’t recommend using this service. ### ASSISTANT: Treatment - Medication - negative )))

App is fine…Services are terrible

First and foremost, the app itself is fine (works as advertised). HOWEVER…Good luck making appointments and getting services. 9 times out of 10 myself (and others if you read the reviews) will make and confirm an appointment, then 2-3 days after making the appointment the provider will cancel (or reschedule), and then it’s left up to you to find another provider and go through the process all over again. Most recently I had an appt that the app notified was re-scheduled to a later time, then the provider contacted at the original time (which I had then scheduled other things around). VERY FRUSTRATING. I would feel sorry for anyone needing mental health services…

App

Services

negative

App - Services - negative

### USER: App is fine…Services are terrible: First and foremost, the app itself is fine (works as advertised). HOWEVER…Good luck making appointments and getting services. 9 times out of 10 myself (and others if you read the reviews) will make and confirm an appointment, then 2-3 days after making the appointment the provider will cancel (or reschedule), and then it’s left up to you to find another provider and go through the process all over again. Most recently I had an appt that the app notified was re-scheduled to a later time, then the provider contacted at the original time (which I had then scheduled other things around). VERY FRUSTRATING. I would feel sorry for anyone needing mental health services… ### ASSISTANT: App - Services - negative )))

Long waiting times just to never get an appointment.

Most of the closest scheduling times for therapy appointments are about a month away or more and once the day finally comes almost every single time they ether cancel or don’t show up. I got lucky with a psychiatrist kind of, better than most but still wouldn’t prescribe me medically necessary medication. Told me psychiatrist don’t prescribe it. But every other psychiatrist I’ve ever met does prescribe it. Docs are kind of alright but a lot of times you have to explain yourself over and over till they finally understand what your trying to tell them. If I wouldn’t have argued with this last doc, I would be in massive pain and exhaustion, possibly be in the hospital bc I had a extremely high fever. I could barely move without being in pain, it hurt to even wear a shirt, and one second I was way too hot, next way too cold. But he wasn’t going to prescribe me the medication I needed anyway in-till I re explained over and over and argued. If you have the option to not use this service, please don’t use it. Soon enough I won’t be using it anymore. It’s a waste of time, effort, pain if your sick, and and you’ll likely not receive medically necessary treatment as needed. You might a little if your good at advocating for yourself, even then not so much. If you can’t advocate for yourself, please practice or this service is pointless.

Healthcare, Healthcare, Healthcare, Healthcare, Healthcare, Healthcare, Healthcare

Appointment availability, Scheduling, Doctor, Doctor professionalism, Medication availability, Patient experience, Treatment effectiveness

negative, negative, negative, negative, negative, negative, negative

Healthcare - Appointment availability - negative, Healthcare - Scheduling - negative, Healthcare - Doctor - negative, Healthcare - Doctor professionalism - negative, Healthcare - Medication availability - negative, Healthcare - Patient experience - negative, Healthcare - Treatment effectiveness - negative

### USER: Long waiting times just to never get an appointment.: Most of the closest scheduling times for therapy appointments are about a month away or more and once the day finally comes almost every single time they ether cancel or don’t show up. I got lucky with a psychiatrist kind of, better than most but still wouldn’t prescribe me medically necessary medication. Told me psychiatrist don’t prescribe it. But every other psychiatrist I’ve ever met does prescribe it. Docs are kind of alright but a lot of times you have to explain yourself over and over till they finally understand what your trying to tell them. If I wouldn’t have argued with this last doc, I would be in massive pain and exhaustion, possibly be in the hospital bc I had a extremely high fever. I could barely move without being in pain, it hurt to even wear a shirt, and one second I was way too hot, next way too cold. But he wasn’t going to prescribe me the medication I needed anyway in-till I re explained over and over and argued. If you have the option to not use this service, please don’t use it. Soon enough I won’t be using it anymore. It’s a waste of time, effort, pain if your sick, and and you’ll likely not receive medically necessary treatment as needed. You might a little if your good at advocating for yourself, even then not so much. If you can’t advocate for yourself, please practice or this service is pointless. ### ASSISTANT: Healthcare - Appointment availability - negative, Healthcare - Scheduling - negative, Healthcare - Doctor - negative, Healthcare - Doctor professionalism - negative, Healthcare - Medication availability - negative, Healthcare - Patient experience - negative, Healthcare - Treatment effectiveness - negative )))

Stressed

Imagine feeling suicidal and depressed and all walls closing in on you and all you want to do is try to claw your way out of the darkness so you say, let me look for a therapist on teladoc and no matter what you do, it won’t let you create an account, it won’t let you reset your password, it won’t let you answer your security questions. So is this a sign? Do I just not bother trying? Do I turn to the suicide hotline that is going to tell me I need therapy? Oh but wait then I’d actually have to leave my home to try and go talk to someone when I can barely leave my bed to get up for work. Maybe it is a sign for me to stop trying. I don’t want to call the customer service line. I just wanted to get into my account but all things happen for a reason so I’ll just take this as a sign.

App experience

account creation

negative

App experience - account creation - negative

### USER: Stressed: Imagine feeling suicidal and depressed and all walls closing in on you and all you want to do is try to claw your way out of the darkness so you say, let me look for a therapist on teladoc and no matter what you do, it won’t let you create an account, it won’t let you reset your password, it won’t let you answer your security questions. So is this a sign? Do I just not bother trying? Do I turn to the suicide hotline that is going to tell me I need therapy? Oh but wait then I’d actually have to leave my home to try and go talk to someone when I can barely leave my bed to get up for work. Maybe it is a sign for me to stop trying. I don’t want to call the customer service line. I just wanted to get into my account but all things happen for a reason so I’ll just take this as a sign. ### ASSISTANT: App experience - account creation - negative )))

Easy to use

This app is easy to use and has prompts to guide you through. This is an amazing service and our family has definitely benefitted from using it! The only real suggestion I have is that it would be beneficial to add a comment before submitting all of the information. To keep things streamlined and simple, some symptoms aren’t perfectly described by the options provided, which is fine because we are able to discuss with the provider anyway, but it could be helpful to the care provider to have the info upfront. The best example I have is the situation from today. Our 1-year-old got stung by a wasp and the closest option to choose was “rash/poison ivy”. Our kiddo will still get excellent care, so it’s not a huge deal, but a comment section could be helpful. Thanks for making this an awesome benefit for our family!

App, App, App, App

Usability, Benefit, Comment Feature, Symptom Description

Positive, Positive, Negative, Neutral

App - Usability - Positive, App - Benefit - Positive, App - Comment Feature - Negative, App - Symptom Description - Neutral

### USER: Easy to use: This app is easy to use and has prompts to guide you through. This is an amazing service and our family has definitely benefitted from using it! The only real suggestion I have is that it would be beneficial to add a comment before submitting all of the information. To keep things streamlined and simple, some symptoms aren’t perfectly described by the options provided, which is fine because we are able to discuss with the provider anyway, but it could be helpful to the care provider to have the info upfront. The best example I have is the situation from today. Our 1-year-old got stung by a wasp and the closest option to choose was “rash/poison ivy”. Our kiddo will still get excellent care, so it’s not a huge deal, but a comment section could be helpful. Thanks for making this an awesome benefit for our family! ### ASSISTANT: App - Usability - Positive, App - Benefit - Positive, App - Comment Feature - Negative, App - Symptom Description - Neutral )))

Great experience

When I was on vacation with my family in Colorado my 5 year old daughter had clear symptoms of a Urinary Tract Infection. My wife had the idea of using our Teladoc benefit. While we were still in our ski boots I was able to request a visit through the mobile app, which was extremely intuitive and easy. The doctor called us back in no time. Best of all, he was very empathetic and gave us more quality attention than we would have gotten at some random ER. We received the medication we needed and the prescription was ready for us to pick up on the way to dinner. Vacation saved!!

Usability, Affordability, Empathy

Interface, Price, Doctor

positive, positive, positive

Usability - Interface - positive, Affordability - Price - positive, Empathy - Doctor - positive

### USER: Great experience: When I was on vacation with my family in Colorado my 5 year old daughter had clear symptoms of a Urinary Tract Infection. My wife had the idea of using our Teladoc benefit. While we were still in our ski boots I was able to request a visit through the mobile app, which was extremely intuitive and easy. The doctor called us back in no time. Best of all, he was very empathetic and gave us more quality attention than we would have gotten at some random ER. We received the medication we needed and the prescription was ready for us to pick up on the way to dinner. Vacation saved!! ### ASSISTANT: Usability - Interface - positive, Affordability - Price - positive, Empathy - Doctor - positive )))

So happy this exists

I don’t think I’ve ever reviewed an app before, but Teladoc deserves my unwavering praise. My nanny had strep, my oldest son has strep, my middle child has impetigo (same bacteria as strep), so when I woke up with a fever and wicked sore throat, i knew it was strep. The thing is that I was too sick to want to leave the couch and drag my sick children with me to the doctor’s office, but then I remembered a coworker’s praise for Teledoc and I thought I’d give it a shot. After registering my medical history, I requested a phone call from a doctor, who called within minutes. He listened attentively to my symptoms and the diagnosed issue in the house and a script of amoxicillin was sent to CVS right away. This is the future of non-emergency healthcare!

Healthcare

Convenience

Positive

Healthcare - Convenience - Positive

### USER: So happy this exists: I don’t think I’ve ever reviewed an app before, but Teladoc deserves my unwavering praise. My nanny had strep, my oldest son has strep, my middle child has impetigo (same bacteria as strep), so when I woke up with a fever and wicked sore throat, i knew it was strep. The thing is that I was too sick to want to leave the couch and drag my sick children with me to the doctor’s office, but then I remembered a coworker’s praise for Teledoc and I thought I’d give it a shot. After registering my medical history, I requested a phone call from a doctor, who called within minutes. He listened attentively to my symptoms and the diagnosed issue in the house and a script of amoxicillin was sent to CVS right away. This is the future of non-emergency healthcare! ### ASSISTANT: Healthcare - Convenience - Positive )))

Mom, wife and teacher

My son got sick and didn’t want to leave the house because he is eleven and has middle school syndrome besides some germ that he picked up somewhere along the line. He was coughing profusely and blowing his nose and I figured why not give telescopes a try. It was convenient and I heard about it from a colleague. Besides.... only one fifth the cost of a walk in clinic. It’s a win win situation. The only thing that needed a tweet was the medicine prescribed for my son as it was not a tasty one and he did not want to take it. A pill would have been better tolerated and a recommendation to visit his regular doctor was made if he wasn’t better in a couple of days. He wasn’t a hundred percent but he did not want to go to the doctor either. Besides my work schedule didn’t match that of his local pediatrician

Healthcare, Healthcare

Convenience, Cost

Positive, Positive

Healthcare - Convenience - Positive, Healthcare - Cost - Positive

### USER: Mom, wife and teacher: My son got sick and didn’t want to leave the house because he is eleven and has middle school syndrome besides some germ that he picked up somewhere along the line. He was coughing profusely and blowing his nose and I figured why not give telescopes a try. It was convenient and I heard about it from a colleague. Besides.... only one fifth the cost of a walk in clinic. It’s a win win situation. The only thing that needed a tweet was the medicine prescribed for my son as it was not a tasty one and he did not want to take it. A pill would have been better tolerated and a recommendation to visit his regular doctor was made if he wasn’t better in a couple of days. He wasn’t a hundred percent but he did not want to go to the doctor either. Besides my work schedule didn’t match that of his local pediatrician ### ASSISTANT: Healthcare - Convenience - Positive, Healthcare - Cost - Positive )))

Suspected it was crap and was right!

Decided to use the service on Christmas night this year cause really what was the other option? Suspected that I had strep throat and wanted to be non-contagious ASAP for relative visits during the holiday season. Was given a hard time by an idiot doctor who had awful listening skills and diagnosed a common cold, (super original, and no cold symptoms either!). I ended up spending the following morning at the local urgent care where a rapid test diagnosed strep. Already on the mend after 12 hours of antibiotics. But now I don’t have enough time to visit the relatives I was planning on seeing. Thanks for nothing, teledoc. I guarantee that no one is calling you because they think they have the common cold. Plus there’s no follow up where they can learn from their mistakes. Maybe it’s hit or miss depending on doctors, but I will never use or recommend this service again, nor should I have to pay for a useless misdiagnosis!

Doctor, Doctor, Service, Service, App

Listening skills, Diagnosis, Appointment, Response, Refund

negative, negative, negative, negative, negative

Doctor - Listening skills - negative, Doctor - Diagnosis - negative, Service - Appointment - negative, Service - Response - negative, App - Refund - negative

### USER: Suspected it was crap and was right!: Decided to use the service on Christmas night this year cause really what was the other option? Suspected that I had strep throat and wanted to be non-contagious ASAP for relative visits during the holiday season. Was given a hard time by an idiot doctor who had awful listening skills and diagnosed a common cold, (super original, and no cold symptoms either!). I ended up spending the following morning at the local urgent care where a rapid test diagnosed strep. Already on the mend after 12 hours of antibiotics. But now I don’t have enough time to visit the relatives I was planning on seeing. Thanks for nothing, teledoc. I guarantee that no one is calling you because they think they have the common cold. Plus there’s no follow up where they can learn from their mistakes. Maybe it’s hit or miss depending on doctors, but I will never use or recommend this service again, nor should I have to pay for a useless misdiagnosis! ### ASSISTANT: Doctor - Listening skills - negative, Doctor - Diagnosis - negative, Service - Appointment - negative, Service - Response - negative, App - Refund - negative )))

Great service!

My account wasn’t letting me in and I called the 800 # and the lady walked me through to reset everything. The provider called me within 3 minutes. Great customer service. Thank you. I’d gone to 3 urgent cares earlier and they weren’t accepting anymore patients. My coworker reminded me about Teladoc. I had used the service a few times in the past and have always been very satisfied but, I’d forgotten about it today since I’m not feeling well. Thank you again! You guys are wonderful!

Service, Service, Service, Service

Customer Service, Urgent Care Acceptance, Availability, Past Experience

positive, negative, positive, positive

Service - Customer Service - positive, Service - Urgent Care Acceptance - negative, Service - Availability - positive, Service - Past Experience - positive

### USER: Great service!: My account wasn’t letting me in and I called the 800 # and the lady walked me through to reset everything. The provider called me within 3 minutes. Great customer service. Thank you. I’d gone to 3 urgent cares earlier and they weren’t accepting anymore patients. My coworker reminded me about Teladoc. I had used the service a few times in the past and have always been very satisfied but, I’d forgotten about it today since I’m not feeling well. Thank you again! You guys are wonderful! ### ASSISTANT: Service - Customer Service - positive, Service - Urgent Care Acceptance - negative, Service - Availability - positive, Service - Past Experience - positive )))

Slow and inefficient - Do not use!!

The app is really slow. Sometimes the links don’t even work. For instance I’ve tried to reschedule an appointment and no matter how many times I tried clicking the link to reschedule it would time out. Also, I’ve been waiting almost two weeks to schedule an appointment. The people are slow to respond to your request. Four different people have just not respond to my request and the only one that has responded only has availability two months after I request an appointment. I understand that times are tough now but this was advertised as a convenient option so I was at least hoping to get an appointment within the month. I’m not happy at all with the app or the system. I would not recommend this., , Update: I’ve been waiting almost 2 months to get a behavioral health appointment. I still don’t have anything. I’ve been cancelled on multiple times, communication and scheduling is SO inefficient. There is not clear communication line between the patient and the caregiver. I have absolutely no idea why people cancel or why they can’t accept my appointment time. I’m one cancellation away from completely giving up on Teladoc. This is the worst system. DO NOT USE!

App, App, App, App, App

Speed, Functionality, Responsiveness, Communication, Appointment Availability

Negative, Negative, Negative, Negative, Negative

App - Speed - Negative, App - Functionality - Negative, App - Responsiveness - Negative, App - Communication - Negative, App - Appointment Availability - Negative

### USER: Slow and inefficient - Do not use!!: The app is really slow. Sometimes the links don’t even work. For instance I’ve tried to reschedule an appointment and no matter how many times I tried clicking the link to reschedule it would time out. Also, I’ve been waiting almost two weeks to schedule an appointment. The people are slow to respond to your request. Four different people have just not respond to my request and the only one that has responded only has availability two months after I request an appointment. I understand that times are tough now but this was advertised as a convenient option so I was at least hoping to get an appointment within the month. I’m not happy at all with the app or the system. I would not recommend this., , Update: I’ve been waiting almost 2 months to get a behavioral health appointment. I still don’t have anything. I’ve been cancelled on multiple times, communication and scheduling is SO inefficient. There is not clear communication line between the patient and the caregiver. I have absolutely no idea why people cancel or why they can’t accept my appointment time. I’m one cancellation away from completely giving up on Teladoc. This is the worst system. DO NOT USE! ### ASSISTANT: App - Speed - Negative, App - Functionality - Negative, App - Responsiveness - Negative, App - Communication - Negative, App - Appointment Availability - Negative )))

Horrendous service and unprofessional!!

Do NOT waste your time! If I could give zero stars I would. It doesn’t matter the severity of your situation. They are extremely unprofessional. I have tried to use them multiple times for completely different situations/conditions and they were completely useless. (Over the span of several years)They cancel your scheduled appointments at the last possible second. (I’m not over exaggerating) this last time, they immediately called me but I was on hold on a phone call for OVER an hour and 20 mins. I was emailing, texting and calling while they were trying to cancel my appointment, the reason being that they couldn’t reach me, WHILE I was waiting on hold the whole time from the number they called me on! Then the actual doctor spoke to me, I promise you, under 4 mins. I can provide screenshots of everything. I have strep, because I took my son into urgent care earlier this week and got it from him. He didn’t even proscribe me anything! He told me the reason of my throat swelling (making it difficult to breathe) and pustules, and what looked like fish eggs in my throat is due to my runny nose…I hung up at this point. What a joke! Wasted my whole day! The whole institution! EVERY TIME I’ve given them a chance! This was just the final straw. I will NEVER give them another chance. 3 strikes. Going to urgent care is worth the effort and money. Don’t waste any of your resources with anything linked to this institution!

Institution, Institution, Institution, Institution, Institution, Institution, Institution

Service, Professionalism, Appointments, Communication, Timeliness, Doctor, Diagnosis

Negative, Negative, Negative, Negative, Negative, Negative, Negative

Institution - Service - Negative, Institution - Professionalism - Negative, Institution - Appointments - Negative, Institution - Communication - Negative, Institution - Timeliness - Negative, Institution - Doctor - Negative, Institution - Diagnosis - Negative

### USER: Horrendous service and unprofessional!!: Do NOT waste your time! If I could give zero stars I would. It doesn’t matter the severity of your situation. They are extremely unprofessional. I have tried to use them multiple times for completely different situations/conditions and they were completely useless. (Over the span of several years)They cancel your scheduled appointments at the last possible second. (I’m not over exaggerating) this last time, they immediately called me but I was on hold on a phone call for OVER an hour and 20 mins. I was emailing, texting and calling while they were trying to cancel my appointment, the reason being that they couldn’t reach me, WHILE I was waiting on hold the whole time from the number they called me on! Then the actual doctor spoke to me, I promise you, under 4 mins. I can provide screenshots of everything. I have strep, because I took my son into urgent care earlier this week and got it from him. He didn’t even proscribe me anything! He told me the reason of my throat swelling (making it difficult to breathe) and pustules, and what looked like fish eggs in my throat is due to my runny nose…I hung up at this point. What a joke! Wasted my whole day! The whole institution! EVERY TIME I’ve given them a chance! This was just the final straw. I will NEVER give them another chance. 3 strikes. Going to urgent care is worth the effort and money. Don’t waste any of your resources with anything linked to this institution! ### ASSISTANT: Institution - Service - Negative, Institution - Professionalism - Negative, Institution - Appointments - Negative, Institution - Communication - Negative, Institution - Timeliness - Negative, Institution - Doctor - Negative, Institution - Diagnosis - Negative )))

Beware no Prednisone for Sinus Infections.

After my GP stopped practicing I finally tried this tele visit for a doctor after multiple ads from my insurance company of how great it is at saving time and money. By far both visits were a waste of time. Based-on reviews from others it seems to be a hit or miss with the doctors and they could care less about your medical history. Biggest let down is Teledoc won’t prescribe Prednisone for sinus infection because it’s not want they do or believe it’s best for sinus inflections. So they give you about 95% that you can get over the counter but in prescription strength. That’s hasn’t been working so they throw in some antibiotics. Like dude I can take 4x200 ibuprofen. I’ll don’t see myself using them in the future. I feel like I’m talking to pre-med or first year doctors. Unfortunately I will be using UC since my sinuses are not better and I couldn’t get the meds needed. They should update their website in detail to reflect the meds they won’t prescribe for specific ailments. Had I known they absolutely won’t prescribe Prednisone I would’ve not used them.

Medical Treatment, Medical Treatment

Prescriptions, Treatment Effectiveness

Negative, Negative

Medical Treatment - Prescriptions - Negative, Medical Treatment - Treatment Effectiveness - Negative

### USER: Beware no Prednisone for Sinus Infections.: After my GP stopped practicing I finally tried this tele visit for a doctor after multiple ads from my insurance company of how great it is at saving time and money. By far both visits were a waste of time. Based-on reviews from others it seems to be a hit or miss with the doctors and they could care less about your medical history. Biggest let down is Teledoc won’t prescribe Prednisone for sinus infection because it’s not want they do or believe it’s best for sinus inflections. So they give you about 95% that you can get over the counter but in prescription strength. That’s hasn’t been working so they throw in some antibiotics. Like dude I can take 4x200 ibuprofen. I’ll don’t see myself using them in the future. I feel like I’m talking to pre-med or first year doctors. Unfortunately I will be using UC since my sinuses are not better and I couldn’t get the meds needed. They should update their website in detail to reflect the meds they won’t prescribe for specific ailments. Had I known they absolutely won’t prescribe Prednisone I would’ve not used them. ### ASSISTANT: Medical Treatment - Prescriptions - Negative, Medical Treatment - Treatment Effectiveness - Negative )))

Never sent prescription to pharmacy

The Tele-visit with doctor when well but they dropped the ball on my prescription. They sent me an email confirmation that my Rx was sent to pharmacy, but wasted my time since the pharmacy did not receive it. I called Teledoc phone number and was sent to an “alert” company that tried to sell me a medical device….3 times! Finally got thru only to wait on hold for 47 minutes!!!!!! Good to know my time and care means so much to them. :/ when I finally reached an operator, Teledoc blamed it on the pharmacy saying something about satellites. What? Just own up to your error, wasting my time and fix it! I went to Teledoc to feel better, not to add frustration to my life.

Medical, Medical, Support, Support

Prescription, Tele-visit, Email, Phone

negative, positive, negative, negative

Medical - Prescription - negative, Medical - Tele-visit - positive, Support - Email - negative, Support - Phone - negative

### USER: Never sent prescription to pharmacy: The Tele-visit with doctor when well but they dropped the ball on my prescription. They sent me an email confirmation that my Rx was sent to pharmacy, but wasted my time since the pharmacy did not receive it. I called Teledoc phone number and was sent to an “alert” company that tried to sell me a medical device….3 times! Finally got thru only to wait on hold for 47 minutes!!!!!! Good to know my time and care means so much to them. :/ when I finally reached an operator, Teledoc blamed it on the pharmacy saying something about satellites. What? Just own up to your error, wasting my time and fix it! I went to Teledoc to feel better, not to add frustration to my life. ### ASSISTANT: Medical - Prescription - negative, Medical - Tele-visit - positive, Support - Email - negative, Support - Phone - negative )))

Would give a zero on this one experience

My 8 year old complained of ear ache fir a few days and wanted to make sure it wasn’t an infection, I called Teladoc. While waiting for a call from doctor, I Googled learned that ear infections can only be diagnosed by a physical ear exam. Doctor called abs after about 2 minutes of my and my son explaining symptoms, the doctor assumed he MAY have an infection and offered a prescription for antiobiotics!! I had to ask if it could be anything else like pressure so to air from the fan, etc..as I’m not going to pump my kids full of antibiotics just because... He was very laid back like ‘yeah, it could be that too. I said to prescribe the meds in case I find I need it and would already have it on hand. I made a real with a doctor and guess what? No sign of infection at all! Needless to say, I never filled it.

Medical Advice, Medical Advice, Medical Advice

Doctor's Expertise, Prescription Offer, Communication

Negative, Negative, Negative

Medical Advice - Doctor's Expertise - Negative, Medical Advice - Prescription Offer - Negative, Medical Advice - Communication - Negative

### USER: Would give a zero on this one experience: My 8 year old complained of ear ache fir a few days and wanted to make sure it wasn’t an infection, I called Teladoc. While waiting for a call from doctor, I Googled learned that ear infections can only be diagnosed by a physical ear exam. Doctor called abs after about 2 minutes of my and my son explaining symptoms, the doctor assumed he MAY have an infection and offered a prescription for antiobiotics!! I had to ask if it could be anything else like pressure so to air from the fan, etc..as I’m not going to pump my kids full of antibiotics just because... He was very laid back like ‘yeah, it could be that too. I said to prescribe the meds in case I find I need it and would already have it on hand. I made a real with a doctor and guess what? No sign of infection at all! Needless to say, I never filled it. ### ASSISTANT: Medical Advice - Doctor's Expertise - Negative, Medical Advice - Prescription Offer - Negative, Medical Advice - Communication - Negative )))

Delightful convenience

Sinus infections, UTIs, and even mental health treated without having to leave home to go wait a seemingly interminable amount of time at an urgent care center. Typically, I get a call back from a physician in about three minutes or less. Prescriptions are ordered and sent right away to the pharmacy of my choice. I can’t begin to calculate how much time this has saved me. I wish scheduling an appointment at my doctor’s office was that easy. My entire issue is handled in the amount of time it usually takes for the medical receptionist to take me off hold to MAKE an appointment in a traditional office.

Service, Service, Service, Service

Time-saving, Convenience, Accessibility, Appointment Scheduling

positive, positive, positive, positive

Service - Time-saving - positive, Service - Convenience - positive, Service - Accessibility - positive, Service - Appointment Scheduling - positive

### USER: Delightful convenience: Sinus infections, UTIs, and even mental health treated without having to leave home to go wait a seemingly interminable amount of time at an urgent care center. Typically, I get a call back from a physician in about three minutes or less. Prescriptions are ordered and sent right away to the pharmacy of my choice. I can’t begin to calculate how much time this has saved me. I wish scheduling an appointment at my doctor’s office was that easy. My entire issue is handled in the amount of time it usually takes for the medical receptionist to take me off hold to MAKE an appointment in a traditional office. ### ASSISTANT: Service - Time-saving - positive, Service - Convenience - positive, Service - Accessibility - positive, Service - Appointment Scheduling - positive )))

Great idea but VERY DISAPPOINTING EXPERIENCE!

My insurance sent me info on teladoc and I was impressed how easy it looked. I love the idea that you can just call or video conference with a doctor anywhere. I tried it today for the very first time since I wasn’t feeling well and didn’t feel like going to my primary care physician. I set up my appointment during my lunch break and the doctor I was assigned to was about 20 min late! I was on the call for about 5 min and next thing I know it was over. Doctor asked a few questions and kept asking if it could be allergies? I know my body and told him no, it’s not allergies. He said he’ll send a prescription and barely described them and just said hope you feel better. I get my prescriptions and find out 2 out of the 3 prescriptions were for allergies! One of the allergy medicine was expensive because it was an inhaler. I know my body and know when I have allergies. Waste of time and money. Convenient, yes, but I wish you can choose or at least put a filter on which doctor you get, wish the doctor is on time and actually takes time to diagnose, explain the prescriptions, or answer more questions. I wish I read the other reviews before signing up. Very disappointing experience.

Convenience, Convenience, Convenience, Convenience, Convenience, Convenience, Convenience, Convenience, Convenience, Convenience

Appointment scheduling, Communication, Doctor punctuality, Doctor-patient interaction, Doctor thoroughness, Doctor-patient Q&A, Diagnosis, Prescription explanation, Prescription cost, Doctor selection

positive, negative, negative, negative, negative, negative, negative, negative, negative, negative

Convenience - Appointment scheduling - positive, Convenience - Communication - negative, Convenience - Doctor punctuality - negative, Convenience - Doctor-patient interaction - negative, Convenience - Doctor thoroughness - negative, Convenience - Doctor-patient Q&A - negative, Convenience - Diagnosis - negative, Convenience - Prescription explanation - negative, Convenience - Prescription cost - negative, Convenience - Doctor selection - negative

### USER: Great idea but VERY DISAPPOINTING EXPERIENCE!: My insurance sent me info on teladoc and I was impressed how easy it looked. I love the idea that you can just call or video conference with a doctor anywhere. I tried it today for the very first time since I wasn’t feeling well and didn’t feel like going to my primary care physician. I set up my appointment during my lunch break and the doctor I was assigned to was about 20 min late! I was on the call for about 5 min and next thing I know it was over. Doctor asked a few questions and kept asking if it could be allergies? I know my body and told him no, it’s not allergies. He said he’ll send a prescription and barely described them and just said hope you feel better. I get my prescriptions and find out 2 out of the 3 prescriptions were for allergies! One of the allergy medicine was expensive because it was an inhaler. I know my body and know when I have allergies. Waste of time and money. Convenient, yes, but I wish you can choose or at least put a filter on which doctor you get, wish the doctor is on time and actually takes time to diagnose, explain the prescriptions, or answer more questions. I wish I read the other reviews before signing up. Very disappointing experience. ### ASSISTANT: Convenience - Appointment scheduling - positive, Convenience - Communication - negative, Convenience - Doctor punctuality - negative, Convenience - Doctor-patient interaction - negative, Convenience - Doctor thoroughness - negative, Convenience - Doctor-patient Q&A - negative, Convenience - Diagnosis - negative, Convenience - Prescription explanation - negative, Convenience - Prescription cost - negative, Convenience - Doctor selection - negative )))

The Dr. wouldn’t even listen to medical history.

My two little ones are scheduled to have tonsils removed due to having strep throat 8 times in a 18 month period. We were unable to get into our regular pediatrician for a visit as it is a holiday weekend. She insisted he was a healthy young man. So off to the walk in clinic we go to be treated for strep throat. As his little sister just finished her round of antibiotics for strep throat. It is a never ending cycle around here. I wish she would have just listened to his medical history. , I totally understand not wanting to over prescribe antibiotics but this is the 9th time in a year and a half. Just waiting for the referral to the ENT to go through for surgery. Otherwise it would be a good service when unable to get into the pediatrician.

Doctor, Doctor

friendliness, medical knowledge

negative, negative

Doctor - friendliness - negative, Doctor - medical knowledge - negative

### USER: The Dr. wouldn’t even listen to medical history.: My two little ones are scheduled to have tonsils removed due to having strep throat 8 times in a 18 month period. We were unable to get into our regular pediatrician for a visit as it is a holiday weekend. She insisted he was a healthy young man. So off to the walk in clinic we go to be treated for strep throat. As his little sister just finished her round of antibiotics for strep throat. It is a never ending cycle around here. I wish she would have just listened to his medical history. , I totally understand not wanting to over prescribe antibiotics but this is the 9th time in a year and a half. Just waiting for the referral to the ENT to go through for surgery. Otherwise it would be a good service when unable to get into the pediatrician. ### ASSISTANT: Doctor - friendliness - negative, Doctor - medical knowledge - negative )))