Annoyed
I am really disappointed with Hello…
I am really disappointed with Hello alpha. I am on an antidepressant that was not shipped to me for August. I also got an allergy med recently and was waiting for the first delivery. I didn't approve the first allergy med suggested yet it showed up on my doorstep anyway. I put the bottle in the fridge thinking it was the antidepressant. then the actual allergy med showed up 2 days later. I went to put my vitamins and meds in my pill planner when I realized I didn't have my anti D and 2 different allergy meds! If you have ever been on an Ani D you know that going on and off is a process and can mess with your mental health and your brain chemistry. you wean on an off to no cause too much of a disruption. So here I am with no Anti Ds fearful of what is going to happen to me. I emailed Hello Alpha and the reply I received asked me if I filled out a questionnaire. no sorry, no ownership of the issue - just victim-blaming. It seems although it was never explained to me that because I didn't complete a followup survey my pills weren't sent out. the initial email I got with the survey link 2 weeks ago never said anything about my next refill predicating on my completing the survey. There are no reminders, nothing. How am I supposed to know this? luckily she is going to send an RX to my local CVS. As someone with a master's degree in health education and a Certified Health Health Education Specialist, you learn that you never blame the victim and you can't assume that the method of communication you use is the one that works best for the patient. You have to work with people to get them to do what you want - in this case, qualify for timely refills. They could have a texting program, an iCal reminder program, phone calls, whatever. Don't just blame me for not having a timely refill because I didn't see an email and complete a survey. What the most frustrating was that the provider I am dealing with didn't explain anything, didn't apologize, and didn't take ownership of their crappy program. She must be a millennial who doesn't do anything wrong. Meanwhile, I am sitting here being seriously affected by not having my medication.
Reply from Hello AlphaSep 1, 2020
Hi there - thank you for reaching out. Jasreen here from the Alpha Team. We sincerely appreciate your feedback and apologize for any inconvenience. It is standard process for our clinicians and care team to notify patients that their medication refills are dependent on their response to the mental health follow-up survey. I have shared your feedback with our team and we will look into additional HIPAA compliant methods of communication to ensure patients are receiving these notifications. We would love to assist you directly and ensure you are getting the care you need. Please message us at app.helloalpha.com/messages and we can help you out.