Customers of online doctor companies are having issues booking meetings with doctors

Photo: Ryan Adams

Does online doctoring actually work and what do they do? The concept is fully dependent on the patient and doctors are only able to use their sight. So… does it work or is it simply an alternative for those who are incapable of traveling or for those who’re lazy? One can’t help but wonder if it’s the latter. We’ve nonetheless decided to evaluate how these so-called online doctors are regarded by North American customers. MDLIVE, American Well, and LiveHealth Online will be therefore be analyzed.

What did we find out?

Customers of American Well and LiveHealth Online are comfortable with asking questions and regard the doctor’s questions as relevant due to their rating of 4,42 / 5 and 4,67 / 5. Their users value professionalism and speed. They want good answers and they want them fast. MDLIVE is however graded at a 3,59 / 5.

As to the easiness of booking an appointment, we have no clear winner. None of the companies are especially good and both MDLIVE and LiveHealth Online are having issues with their scheduling systems whilst customers of American Well have to “wait” quite some time before receiving help. American Well is the highest rated company at 2,45 / 5. Customers are furthermore reporting issues with mostly legal information such as insurance and customer of MDLIVE are having somewhat of a hard time navigating their app due to the low grade of 2,43 / 5.

Caption from the comparative dashboard for the topic “appointment”.

The provided help is evidently, useful. These online doctors, except for MDLIVE, are making a difference. They do seem to have some issues with information as well as with scheduling. The actual product does seem to work, however.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts from MDLIVE and LiveHealth that were analyzed in this article are collected from public online data published on the App Store. All texts from American Well analyzed in this article are collected from public online data published on Trustpilot.

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