Omada Well being was one of many early digital well being corporations to know the worth of scientific 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 turning into the biggest supplier — each in particular person and digital — of the company’s Nationwide Diabetes Prevention Program. Alongside the best way, it has additionally garnered adoption amongst main well being methods, 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 B2B world, nevertheless, doesn’t all the time translate into success within the shopper world. So how does the common particular person view Omada?
A fast Google search reveals that the San Francisco well being tech firm has a complete of 62 critiques with a median of two.6 stars out of 5. On Apple’s App retailer, the corporate fares significantly better. With greater than 88,000 rankings and critiques, the corporate will get 4.7 stars. On the Higher Enterprise Bureau, website, there is just one overview, which is a one-star, and three shopper complaints.
Let’s begin with the current optimistic critiques. As an illustration, this overview from an Apple gadget consumer final week mentioned:
Wonderful method to get & keep on observe: Omada Well being has accomplished wonders to assist me handle my well being. I personally worth the power to converse with my well being coach in a well timed style. I’ve discovered there’s no query she can not reply as a result of she’s prepared to take the time to dig for it. Omada’s use of charts and graphs retains me motivated.
Hector17315
Others report this system helped them to lastly get to a wholesome weight. Right here’s a overview 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 selections. Medicine monitoring retains me in compliance with prescribed doses. If I need to correspond I can, however there’s no strain. If I need to contribute to a gaggle, I can. With out Omada, I might nonetheless be greater than 100 kilos obese. 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 current unfavourable critiques by iOS customers may be be positioned into two completely different buckets: Tech help points to which Omada often responds, and extra structural complaints that appear to be related to a program design that members really feel harm them in a wide range of methods. Typically there’s no response to customers, however typically there may be. Right here’s a one-star overview from August 8:
So pissed off. I used to be emailed by way of my work e mail that I certified to join Omada without cost. I signed up and was welcomed and began my plan. Issues had 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 without cost. Now I can’t even get a response again from Omada. Worst program ever. Who prices that a lot for a silly scale and a coach that test in as soon as a month. Actually don’t do that program. I’m so pissed off.
JBlaze14
Mockingly sufficient, an Omada consultant did reply to this overview with a fairly confounding reply — practically phrase for phrase matching responses given to customers complaining of glitchy tech.
Developer Response: Hello, thanks for offering your suggestions. It feels like it’s possible you’ll be experiencing a technical situation that we will help you resolve! Please free to contact us at [email protected] so we will help you out.
Different unfavourable critiques each on iOS and Google heart on missed medicines. Employers/insurers are forcing individuals to enroll in Omada’s program as a prerequisite for having access to medicine they want like GLP-1s and Omada has been late in getting them signed up — or so the complaints go. Right here’s one notably scathing Google overview from three months in the past:
Terrible consumer 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. In the event 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 customers are resigned to it. Nonetheless, on this world of Tiktok and YouTube Shorts, instantaneous gratification is what customers are searching for. To not point out that if a healthcare service tied to treatment entry is thrust upon unwilling customers, 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 could doubtless be associated to our work with ESI’s EncircleRx. We’ve discovered in the event that they attain out to our member help group, we are able to usually assist information them shortly.”
Duffy is among the extra considerate digital well being CEOs however this reply felt a bit tone deaf, particularly given what number of complaints say that reaching an Omada customer support consultant is hard as a result of no telephone numbers can be found to name and emails go unanswered.
Different complaints relate to being requested by employers to enroll solely to be informed that they’re ineligible. For instance individuals with diabetes, say they’ve been informed they’re ineligible for the diabetes program. In an e mail, Duffy mentioned: “We do help individuals 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 based mostly on their wants).”
Properly 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 must be seen as invaluable.
All of the unfavourable critiques however, its vital 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 embody entities like Intermountain Well being, Categorical Scripts, Costco and the State of Alaska.
It’s additionally vital to think about that my evaluation is flawed by the actual fact that I’m flesh and blood and may’t learn 88,000-plus rankings 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 overview iOS opinions however based mostly its reply on critiques 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. Individuals worth the customized teaching and the comfort of distant monitoring by way of related gadgets, although the general product high quality has been rated round 3.5 out of 5. Customers from healthcare-related industries are likely to charge it extra favorably than these from the tech trade
There you might have it of us: 2.6 stars on Google, 4.7 stars on iOS and three.5 stars on ChatGPT.
Picture: Warchi, Getty Photographs
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