alt Hacker NewsDo you know what NPS is? That's how the comment started. Patients like it. Because the alternative is to stay on hold for 20+ minutes, and then get it wrong. (Or have no pharmacies except Optum's and Express Scripts).
Good for you - I want in the ICU delivering care during COVID as a frontline clinician. You don't get to pull this line.
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drdexebtjl • yesterday at 6:10 PM
NPS is notoriously unreliable. When I’m frustrated with a stupid support clanker, I don’t wait for another different clanker to ask me how it did. I hang up.
If that’s how you’re measuring patient satisfaction, you’re completely clueless.
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I find it hard to believe that patients like it given how sales work for these sorts of services - customer satisfaction is often the lowest priority given it’s ultimately a cost cutting service.
I live in a major metro and there are no pharmacies left except the largest ones. All my problems have to do with insurance not covering things, and insurance asks me to ask the pharmacy, pharmacy asks me to ask the insurance, and often insurance then asks me to ask my doctor to adjust the dosage cause they won’t cover that many days. Customers are batted around and I don’t see any AI that will solve this problem which is structural. The only value I see in AI is cost savings to replace humans, which is to say practically none as a customer over a website to check status and try to refill things.