Reply from XRHealthDec 2, 2021
Hi Kymba,
Thank you for the feedback and I am sincerely sorry that you had a less than positive experience with XRHealth. We strive to deliver the most clinically- appropriate, data-driven, effective therapeutic services in innovative and patient-centered modalities. For these reasons, we get exceptional feedback, but we also do get some 1, 2, 3 star ratings that are critical feedback, which we do post and do not hide, and are also of the "invited" nature.
Just to speak to your investigation into how our feedback is obtained:
We have been checking out Google as a platform for reviews (this is why employees are among the reviewers there) as we were trying to understand if this platform verifies the identity of the reviewers and if the person was our patient our not. As this is not the case we are not using the Google reviews and have already submitted an official request to Google to remove the review option from the platform.
As you have found, our patient are reviewing us on this TrustPilot platform, here is a link showing the reviews: https://www.trustpilot.com/review/xr.health. As you can see our patients are very satisfied with the treatment and the services.
For your specific complaints, just as any other medical service, reimbursed by insurance, patients still have what is called "patient responsibility" to cover, such as co-pay and/or deductible, billed once the treatment was performed, according to their insurance plan.
We've successfully treated over 2000 patients this year alone, in 3 different countries and our NPS scores are extremely high, comparing to the average NPS score in the healthcare market.
We are very sorry to hear that you had a less than optimal experience, as we strive to provide the best services, with the highest transparency - with all our patients.
Please let us know if you have any additional questions and we'll be happy to answer.
All the best,
The XRHealth Team