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 individual and digital — of the company’s Nationwide Diabetes Prevention Program. Alongside the best way, 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, nonetheless, doesn’t all the time translate into success within the client 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 median 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 evaluate, which is a one-star, and three client complaints.
Let’s begin with the current optimistic evaluations. For example, this evaluate from an Apple system person final week mentioned:
Wonderful technique to get & keep on monitor: 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’t 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.
Hector17315
Others report this system helped them to lastly get to a wholesome weight. Right here’s a evaluate from June 25:
Silent Finest Buddy: Omada is a mixture of a Finest Buddy who’s watching however by no means judges. Omada gently jogs my memory to weigh in. The size encourages me make wholesome meals selections. Medicine 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 bunch, 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 in regards to the not-so-complimentary ones?
The current unfavorable evaluations by iOS customers could be be positioned into two of various buckets: Tech help points to which Omada normally responds and extra structural complaints that appear to be related to a program design that members really feel damage them in a wide range of methods – usually there’s no response to customers, however typically there are. Right here’s a one-star evaluate from August 8:
So annoyed. I used to be emailed by means of my work electronic 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 prices that a lot for a silly scale and a coach that examine in as soon as a month. Actually don’t do that program. I’m so annoyed.
JBlaze14
Satirically sufficient, an Omada consultant did reply to this evaluate with a fairly confounding reply – almost phrase for phrase matching response to customers complaining of glitchy tech.
Developer Response: Hello, thanks for offering your suggestions. It feels like chances are you’ll be experiencing a technical concern that we will help you resolve! Please free to contact us at [email protected] so we will help you out.
Different unfavorable evaluations each on iOS and Google heart on missed drugs. Employers/insurers are forcing individuals to enroll in Omada’s program as a prerequisite for gaining access to medicine 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 evaluate from three months in the past:
Terrible consumer service, non-responsive, no accountability to a affected person’s effectively being, on account of poor dealing with and non responsiveness, I’ve missed over 2 weeks of my medicine. 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 customers are resigned to it. Nonetheless, on this world of Tiktok and YouTube Shorts, prompt gratification is what customers are in search of. To not point out that if a healthcare service tied to medicine entry is thrust upon unwilling customers, the least that distributors can do is to arrange rapidly with zero disruption to their care routine.
I requested Omada CEO Sean Duffy about this delay and that is how he responded in an electronic mail:
“This may seemingly be associated to our work with ESI’s EncircleRx. We’ve discovered in the event that they attain out to our member help workforce, we will usually assist information them rapidly.”
Duffy is likely 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 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, being informed they’re ineligible for the diabetes program. In an electronic mail, Duffy mentioned: “We do help individuals with diabetes — what you’re most likely seeing is somebody who needed our take care of diabetes, however their employer/well being plan has not but elected to work with us (as you recognize, we provide 4 care areas and our prospects can choose 1, all or any permutation based mostly on their wants).”
Effectively then, shouldn’t this system interface that customers 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 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 evaluate iOS opinions however based mostly 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. Individuals worth the customized teaching and the comfort of distant monitoring by means of related gadgets, although the general product high quality has been rated round 3.5 out of 5. Customers from healthcare-related industries are inclined to charge it extra favorably than these from the tech business
There you may have it of us: 2.6 stars on Google, 4.7 stars on iOS and three.5 stars on ChatGPT.
Photograph: Warchi, Getty Pictures
