Jack Health
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A paid service that's clunkier and less efficient than provincial health care
The online messaging interface is clumsy. Every time I type in the chat it goes to a general queue and I am first told that the message will be reviewed and assigned to someone; a response comes several hours to a day later. It took nine days to hear back from my assigned doctor (June 11), and that only happened because I followed up on June 11 (after waiting a week after my test results were back from the lab... I got the test req on June 2 and had it done first thing the next morning. The third-party testing company sent me the results separately on June 4). I was very prompt; Jack was not. After that, there was a comedic run of messages from the pharmacy between June 20 and 25. First they said my insurance didn't go through because I provided the wrong info (I did not). Then they said it DID go through but that my insurance provider wouldn't cover it. Then they said it DID go through and that my provider WOULD cover it. This took four days and I was bounced between three different people at the pharmacy. After the first exchange I called the pharmacy to verify my insurance information over the phone. After being put on hold the staffer sighed and asked if I could just go to the app and upload a picture of my coverage card instead. Compared to another service I've used, this experience was clunky, slow, impersonal, and uninspiring - like a pieced-together prototype of a service that didn't take much of the user experience into account. From my first contact to the date my prescription was shipped (not received), it took 23 days. This is unacceptable and I doubt I'll use them again.