What Do Customers and AI Assume Of Omada Well being?

Omada Well being was one of many early digital well being firms to know the worth of medical validation of well being tech — beginning with prediabetes. Subsequently, the corporate has made strides scoring wins like getting full recognition by the CDC and thereby for changing into the biggest supplier — each in individual and digital — of the company’s Nationwide Diabetes Prevention Program. Alongside the way in which, it has additionally garnered adoption amongst main well being techniques, plans, PBMs and employers. Omada Well being now has digital well being applications in diabetes, coronary heart failure, MSK and Glp-1s.

Success within the b-to-b world, nevertheless, doesn’t all the time translate into success within the shopper world. So how does the typical individual view Omada?

A fast Google search reveals that the San Francisco well being tech firm has a complete of 62 evaluations with a mean of two.6 stars out of 5. On Apple’s App retailer, the corporate fares a lot better. With greater than 88,000 scores and evaluations, the corporate will get 4.7 stars. On the Higher Enterprise Bureau, website, there is just one evaluation, which is a one-star, and three shopper complaints.

Let’s begin with the latest constructive evaluations. As an example, this evaluation from an Apple gadget consumer final week mentioned:

Wonderful technique to get & keep on observe: Omada Well being has achieved wonders to assist me handle my well being. I personally worth the power to converse with my well being coach in a well timed vogue. I’ve discovered there’s no query she can not reply as a result of she’s keen to take the time to dig for it. Omada’s use of charts and graphs retains me motivated.

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Others report this system helped them to lastly get to a wholesome weight. Right here’s a evaluation from June 25:

Silent Greatest Pal: Omada is a mixture of a Greatest Pal who’s watching however by no means judges. Omada gently jogs my memory to weigh in. The dimensions encourages me make wholesome meals decisions. Treatment monitoring retains me in compliance with prescribed doses. If I wish to correspond I can, however there’s no stress. If I wish to contribute to a gaggle, I can. With out Omada, I’d nonetheless be greater than 100 kilos chubby. It’s taking a very long time. However I’ve by no means been this profitable earlier than. Thanks.

Acclamation!

Fairly glowing stuff, however what concerning the not-so-complimentary ones?

The latest unfavorable evaluations by iOS customers will be be positioned into two of various buckets: Tech assist points to which Omada normally responds and extra structural complaints that appear to be related to a program design that members really feel harm them in quite a lot of methods – usually there’s no response to shoppers, however generally there are. Right here’s a one-star evaluation from August 8:

So annoyed. I used to be emailed by my work e mail that I certified to enroll in Omada free of charge. I signed up and was welcomed and began my plan. Issues have been going nice, till I checked my HSA account. With out discover, I used to be charged $193.00 for signing up! Nowhere in any of the ten emails was I notified I wasn’t certified to do that program free of charge. Now I can’t even get a response again from Omada. Worst program ever. Who expenses that a lot for a silly scale and a coach that verify in as soon as a month. Actually don’t do that program. I’m so annoyed.

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Paradoxically sufficient, an Omada consultant did reply to this evaluation with a quite confounding reply – almost phrase for phrase matching response to customers complaining of glitchy tech.

Developer Response: Hello, thanks for offering your suggestions. It seems like chances are you’ll be experiencing a technical subject that we may help you resolve! Please free to contact us at [email protected] so we may help you out.

Different unfavorable evaluations each on iOS and Google heart on missed drugs. Employers/insurers are forcing folks to enroll in Omada’s program as a prerequisite for having access to medication they want like Glp1s and Omada has been late in getting them signed up or so the complaints go. Right here’s one notably scathing Google evaluation from three months in the past:

Terrible shopper service, non-responsive, no accountability to a affected person’s effectively being, because of poor dealing with and non responsiveness, I’ve missed over 2 weeks of my treatment. Sufferers are sadly being steered to obligatory arrange with Omada by their employers, insurers and PBMs, and it [sic] affected person care continuity is being impacted and their well being negatively affected. I’m baffled by the choice to incorporate Omada to elongate the method for affected person care supply and claims processing. When you’re fortunate sufficient to not be compelled to make use of this service, keep away from in any respect prices.

– Darran Wee

Delays are integral to healthcare — I feel many shoppers are resigned to it. Nonetheless, on this world of Tiktok and YouTube Shorts, instantaneous gratification is what shoppers are searching for. To not point out that if a healthcare service tied to treatment entry is thrust upon unwilling shoppers, the least that distributors can do is to arrange shortly with zero disruption to their care routine.

I requested Omada CEO Sean Duffy about this delay and that is how he responded in an e mail:

“This is able to probably be associated to our work with ESI’s EncircleRx. We’ve discovered in the event that they attain out to our member assist crew, we will usually assist information them shortly.”

Duffy is without doubt one of the extra considerate digital well being CEOs however this reply felt a bit tone deaf particularly given what number of complaints cite that reaching a Omada customer support consultant is hard: no cellphone numbers can be found to name and emails go unanswered.

Different complaints relate to being requested by employers to enroll solely to be advised that they’re ineligible. For instance folks with diabetes, being advised they’re ineligible for the diabetes program. In an e mail, Duffy mentioned: “We do assist folks with diabetes — what you’re most likely seeing is somebody who wished our look after diabetes, however their employer/well being plan has not but elected to work with us (as you understand, we provide 4 care areas and our prospects can choose 1, all or any permutation primarily based on their wants).”

Nicely then, shouldn’t this system interface that buyers are viewing be custom-made to the worker or insured member in order that they solely get to use for what they’re eligible? If buyer is king, their time ought to be considered as invaluable.

All of the unfavorable evaluations however, its necessary to notice that many individuals have used Omada’s program over time and quite a few organizations are prospects. Duffy wouldn’t reveal precisely what number of energetic customers Omada at present has however mentioned that it has enrolled greater than 1 million customers over time. He added that Omada has greater than 2,000 prospects — these are plans, suppliers, employers, PBMS, and embrace entities like Intermountain Well being, Specific Scripts, Costco and the State of Alaska.

It’s additionally necessary to contemplate that my evaluation is flawed by the actual fact that I’m flesh and blood and may’t learn 88,000-plus scores on iOS (and even the 62 on Google, pardon my laziness). So what does synthetic intelligence inform us about how prospects view Omada Well being? I requested that very query to ChatGPT. Sadly, the AI engine didn’t evaluation iOS opinions however primarily based its reply on evaluations left on the next 4 websites: Bing, ReliefSeeker, TrustRadius and Comparably. Right here’s the related graph from its 3-paragraph reply:

Buyer satisfaction with Omada Well being is comparatively excessive, with 78% of customers contemplating themselves loyal to the platform. Folks worth the customized teaching and the comfort of distant monitoring by linked units, although the general product high quality has been rated round 3.5 out of 5. Customers from healthcare-related industries are inclined to price it extra favorably than these from the tech business​

There you will have it of us: 2.6 stars on Google, 4.7 stars on iOS and three.5 stars on ChatGPT.

Photograph: Warchi, Getty Pictures