Hello, my practice’s patients have been dealing with an intermittent issue with our practice’s Healow portal from the patient facing side and I want to check if anyone else here has experienced this.
The issue:
A patient signs into the portal on their computer and attempts to “Check-In’ for their appointment, when doing so a new small pop up opens asking them to sign in again, but it doesn’t accept their login details and they are unable to proceed.
This issue is very intermittent and has only been reported to us, we cannot recreate it and cannot get ECW support to assist as they want the issue to be recreated live over remote connection.
One of our patients was able to share a “screenshot” of the issue with me but it was printed in black and white and the formatting is ruined so it looks a little odd, but it shows the issue so I was able to understand enough to explain what’s happening.
This was first reported to us in early April 2023 but we are getting more and more reports recently and are concerned as the unreliability of it is scaring our patients away from using the Healow portal in the future .. once they have one bad experience it with their opinion is ” oh I’m not using that crap it don’t work! ”
If anyone else has experienced this please let me know! Thank you.