Healthengine has a divided user base with a 3.9/5 rating: many customers praise the app's ease of use for booking appointments, but significant complaints about the waitlist system, misleading billing practices, technical failures, and poor customer support undermine trust.
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Common concerns
Customers mention
Joined the 'waitlist' for an appointment as the doctor I wanted to see only had appointments a few months away. I got the first text message a couple of days after signing onto the 'waitlist' saying an appointment was available - went on, did all the things, answered all the questions, but then at the end of the process it asked me to select the appointment time again and it wasn't there. So after several failed attempts over the next few weeks, and another one just now, i looked into my predicament a little more closely. I am a UX Designer of digital products just like this, so I feel extremely aware of what rage can ignite over a bad user experience, and what it can do to the trust of a brand, a product or in this case a small doctor's practice. Turns out that when you join the 'waitlist' you don't join a queue (as was expected), you actually join a list of other people on the 'waitlist', which means when a spot opens up, it sends a txt message to EVERYONE on the list, not just the next person on the list. This is ok if not many people are on the list, but when it's an in-demand doctor like the one I want to see, there are many people on this list so by the time you get the txt message, quickly go to the link, do all the things, if someone else on the list was a split second faster than you, they get the appointment. WTAF!? And not only does it NOT tell you you're too late, it makes you go through the whole process, just to be let down again and again. Calling this a terrible user experience is an understatement. If I was the Product Manager/Owner on this feature I'd be asking Engineers if there was a way we could have a queue set up, give a person like 30mins after the spot has opened up and the auto-text has gone out (limit this action to social hours, say 7am to 10pm) to get in there and take the spot, if they're too slow, it's simple, send the text to the next in the queue and put the person who missed the window next in the line again.
Useless! Booked an appointment, and was sent the Dr's name (was to be a new patient) and was sent the time and the physical address; 275 Grey St South Brisbane. Why? They are online services only? Went back to replicate the wonderful experience and the same thing happened!
Website mention list your practice for free. I searched my practice name and could not find it so I filled in the form and submitted it. After few days I got an email from a sale agent requesting to purchase. I informed the sale agent that I only want to list for now. The agent replies back stating that your practice has a old listing. I checked the old listing and told the agent it is not possible as we just started the practice. The old listing has a different address with the practice name on it. Also the agent did not answer to question I asked about why it is not getting listed after filling up the form. Be careful other owners and not list your medical practice business name for free here as they will misuse your Business name with a different address just for you to purchase their services.
I asumed and was told download the My Health Engine App for a Repeat Script Anyway I didnt need to use it or access it anyway to then be told would get a refund will be issude Also I didnt speak to a Gp with the Appointment and No Record of the Appointment also
Healthengine diverted my branded bookings and ignored my complaints. I signed up with Healthengine on the clear understanding that my clinic name/brand would only be visible inside the Healthengine platform, so patients using Healthengine could find and book us — nothing beyond that. About 40 days after starting, I noticed my normal online booking rate through my website /D4W platform dropped sharply, and suddenly the majority of bookings were coming through Healthengine, which resulted in unexpected booking fees. I investigated and found that when people searched my clinic name on Google, there was a “Book Online” button next to my brand name which directed patients to Healthengine — not my website ! These patients were already searching my brand (they already chose us), yet their booking was being routed through Healthengine, generating charges I did not agree to. When I raised this with Healthengine support, I was told the person who was supposed to explain this “was on holiday” and that they would later resolve the dispute. since then my emails have been ignored while direct debit charges continued untill I had to cancel the whole service to stop charges. I have already lost money and remain extremely frustrated. I’m sharing this publicly so other clinics are aware and can protect themselves before signing up.
Totally dissatisfied with the results from dealing with doctors on Healthengine, especially after spending $69 and absolutely nothing happens, i.e. no repeat scripts, just advice and not even a medical opinion, which has caused stress, desperation and hopelessness.
Hey, got too many patients? Phones and waiting rooms overloaded? Choose Healthengine and most will be forced to go elewhere due to bugs such as demanding credit card details but not accepting them, losing appointments, double-booking appointments, it can do the lot! No-one will be left with time to answer calls so far less troublesome appointments.
Waste of money. I scheduled an appointment to get a referral for a scan, only to receive a call from a doctor telling me to see my local GP instead. This feels like a complete scam of a service. If referrals aren’t something they provide, why not make that clear on the website? Probably because being upfront would cost them business.
Happy to take payment up front for an appointment $69 !! my son has influenza B and day 7 has a very high fever and pain in his rib cage .. doctor came on line and we couldn’t hear anything then I get a text saying I’ve missed my consultation! Disgusting! Waited with a distressed child and no consultation! DO NOT use this disgraceful service !
Based on 40 verified customer reviews, Healthengine holds an average rating of 3.9 out of 5 — rated Good on ReviewTerminal. 75% of customers gave 4 or 5 stars.