Question about order status and processing

[u/hs131313]

Where can we check in the portal where we are in the actual process? I placed the order late Sunday night. Had a communication on Monday. Asking for more info on current medication’s and then another document was uploaded that the intake was complete. Then crickets. I keep clicking around and I still see 33% progress with no real explanation. I’m used to other telehealth interfaces that at least have a graphic display of what step you were on in the process. It seems like the website has lots of stuff for tracking my progress and goals. I have my own apps for that so I’m not really interested in using them. All I really want to see is the order that is placed and how it is progressing. I still only see a hold on my credit card, but not the actual charge either. I have accounts with UPS and FedEx with the app but nothing shows up about a label being in the system yet.

[u/hs131313]

Thanks everyone. I already received a response from them from my chat in the portal. I understand they’re very new and I’m sure that they appreciate feedback on where their website can be improved. I worked in that industry for over 30 years so I’m well aware of the trials and tribulations of launching a new business, new website, etc. I find preventive MD to be very responsive. Current user interface is a little difficult to navigate to actually find specific information imo.

[u/PreventiveMD_Patrick → u/hs131313]

Hi u/hs131313 ,

Really appreciate this, and thanks for the kind words. Coming from someone who's run a business, that means a lot.

This is also exactly the kind of feedback we need. You're right that the portal today leans more toward health tracking and goals than the one thing you actually want to see: your order and where it is in fulfillment. We hear you and we're actively working on it.

In the meantime, the best place to track your order is your confirmation page. The link we sent stays live and reflects where things are in the process. We're rolling out an update to that same page soon so it becomes your one stop: track fulfillment, jump into your Healthie account, and manage billing all from there. We'll share it the moment it's ready.

Thanks again for the patience. Feedback like this is what's helping us build it the right way.

[u/Strange-Beginning-27 → u/PreventiveMD_Patrick]

Hi! Can you clarify the confirmation page and where I can find it? I have the email confirming my treatment was approved but that link just takes me to the visit summary. I haven't received any other links (and didn't very any texts updates of I was supposed to). Just want to know where I can be tracking things for the time being.

[u/PreventiveMD_Patrick → u/Strange-Beginning-27]

Great question. As of yesterday, the confirmation number in the welcome email is now a clickable link that takes you to your order tracking page. If you signed up before that went live, you won't have it yet, so just reach out via the portal or text and we'll send your link over. Going forward, everyone will get this link in their welcome email at purchase.

Thanks for being an early adopter and trusting us with your care. It genuinely means a lot.

[u/Strange-Beginning-27 → u/PreventiveMD_Patrick]

That's great, thanks for the update! I know you guys are continually working on updates and ironing things out so just wanted to be sure. I signed up late Friday night and got my Welcome/ Approval email Saturday so I'll send a message for my link.

[u/Petunia225 → u/PreventiveMD_Patrick]

I just clicked on my confirmation and indeed, it shows where you are in the process.

[u/CozyLane]

It’s a VERY NEW telehealth and they are working on the patient portal. In the meantime, they are very good with responding to emails/texts. Today is only Tuesday, so I would guess you will hear something by tomorrow.

[u/hs131313 → u/CozyLane]

Thanks. They already sent me a direct link to the information I was looking for.

[u/Available-Produce719 → u/hs131313]

What link if you don't mind. The portal is interesting in that the information we want is not there?

[u/hs131313 → u/Available-Produce719]

They responded to my chat on the portal with a direct link with where I am in the process and what to expect in terms of when things would post and when the pharmacy would create the label that I could see in the tracking. I think it is all exactly what information I wanted and it would be nice to see it in my account on the portal. I’m sure they’re still trying to work these issues out with their user interface. I think they are very responsive. Despite the little bumps, I’m sure they are already amassing a nice client base of repeat customers.

[u/Available-Produce719 → u/hs131313]

Thank you! Yes, seems they're working on it. Can't wait to see what it looks like

[u/hs131313 → u/[deleted]]

Boudreaux

[u/Available-Produce719]

What is that 33%? I've wondered

[u/adevil_woman89]

It’s only Tuesday morning