Omada Well being was one of many first digital well being firms to know the worth of scientific validation of well being know-how, beginning with prediabetes. Since then, the corporate has made strides and gained victories, reminiscent of turning into totally acknowledged by the CDC, turning into the most important supplier, each in-person and digital, of the company’s Nationwide Diabetes Prevention Program. Alongside the way in which, it has additionally gained acceptance amongst main well being techniques, plans, PBMs, and employers. Omada Well being now has digital well being packages for diabetes, coronary heart failure, MSK, and Glp-1s.

Nevertheless, success within the b-to-b world 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-based well being know-how firm has 62 whole opinions, averaging 2.6 stars out of 5. On Apple’s App Retailer, the corporate fares a lot better, with over 88,000 rankings and opinions, giving it 4.7 stars. The Higher Enterprise Bureau’s web site lists only one overview, a one-star ranking, and three client complaints.

Let's begin with the latest constructive opinions. For instance, this overview from an Apple system consumer from final week stated:

An effective way to get and keep on monitor: Omada Well being has finished wonders in serving to me handle my well being. I personally admire the flexibility to speak to my well being coach in a well timed method. I’ve discovered that there isn’t a query she can’t reply as a result of she is prepared to take the time to search out it. Omada's use of graphs and charts retains me motivated.

Hector17315

Others report that this system helped them lastly attain a wholesome weight. Here’s a overview from June 25:

Silent greatest buddy: Omada is a mix of a greatest buddy who watches however by no means judges. Omada gently jogs my memory to weigh myself. The dimensions encourages me to make wholesome meals selections. Protecting monitor of medicines retains me on my prescribed dosages. If I wish to correspond, I can, however there isn’t a stress. If I wish to contribute to a bunch, I can. With out Omada, I’d nonetheless be over 100 kilos obese. It takes a very long time. However I’ve by no means been extra profitable. Thanks.

Acclamation!

Very good stuff, however what in regards to the much less good issues?

The latest detrimental opinions from iOS customers could be divided into two distinct classes: technical assist points that Omada sometimes responds to, and extra structural complaints that appear to be tied to a program design that members really feel has harmed them in varied methods. Usually, there isn’t a client response, however typically there may be. Right here’s a one-star overview from August 8:

So pissed off. I bought an electronic mail by way of my work electronic mail that I used to be eligible to join Omada without cost. I signed up, was welcomed and began my plan. Every little thing was 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 instructed that I used to be not certified to do that program without cost. Now I can't even get a response again from Omada. Worst program ever. Who fees that a lot for a silly scale and a coach who checks in as soon as a month. Don’t do that program. I’m so pissed off.

JBlaze14

Mockingly, an Omada consultant responded to this overview with a slightly complicated reply – one that just about phrase for phrase echoed consumer complaints about glitchy know-how.

Developer Response: Hello, thanks to your suggestions. It appears such as you're experiencing a technical challenge that we may help you remedy! Be at liberty to contact us at [email protected] in order that we may help you.

Different detrimental opinions on each iOS and Google are about missed drugs. Employers/insurers are forcing folks to enroll in Omada’s program as a situation of accessing drugs they want, reminiscent of Glp1s, and Omada has been late in enrolling these folks, or so the complaints go. Right here’s a very damning Google overview from three months in the past:

Horrible customer support, unresponsive, no accountability for a affected person's effectively being, because of poor therapy and unresponsiveness, I’ve missed over 2 weeks of my remedy. Sufferers are sadly being despatched to necessary setup with Omada by their employers, insurers and PBMs, and it [sic] the continuity of affected person care is affected and their well being is negatively affected. I’m dismayed by the choice to incorporate Omada to lengthen the method of delivering affected person care and processing claims. In case you are fortunate sufficient to not be pressured to make use of this service, keep away from it in any respect prices.

– Darran Wee

Delays are an inherent a part of healthcare — I believe many shoppers have come to phrases with them. But, on this world of TikTok and YouTube Shorts, prompt gratification is what shoppers are searching for. And when a healthcare service tied to entry to remedy is being pressured upon unwilling shoppers, the least suppliers can do is about it up rapidly and with out disrupting their healthcare routine.

I requested Omada CEO Sean Duffy about this delay and right here is his response in an electronic mail:

“This possible has to do with our work with ESI’s EncircleRx. We’ve discovered that in the event that they attain out to our member assist staff, we are able to often assist them rapidly.”

Duffy is likely one of the most considerate CEOs within the digital well being area, however this response struck me as a bit lame, particularly given the variety of complaints citing the problem of reaching an Omada customer support consultant: there aren’t any cellphone numbers obtainable to name and emails go unanswered.

Different complaints contain employers asking them to enroll, solely to be instructed they don’t qualify. For instance, folks with diabetes, who’re instructed they don’t qualify for the diabetes program. In an electronic mail, Duffy stated, “We serve folks with diabetes — what you’re possible seeing is somebody who wished our diabetes care, however whose employer/well being plan hasn’t determined to work with us but (as you already know, we provide 4 care areas and our prospects can select 1, all, or any permutation primarily based on their wants).”

Shouldn’t this system interface that buyers view be custom-made to the worker or insured member in order that they’ll solely submit claims for which they’re eligible? If the shopper is king, their time ought to be thought of invaluable.

Regardless of all of the detrimental opinions, it’s vital to notice that many individuals have used Omada’s program over time, and that quite a few organizations are prospects. Duffy wouldn’t reveal precisely what number of lively customers Omada at the moment has, however stated 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 reminiscent of Intermountain Well being, Categorical Scripts, Costco, and the State of Alaska.

It’s additionally vital to notice that my evaluation is flawed by the truth that I’m a human being and may’t learn the 88,000-plus opinions on iOS (and even the 62 on Google, forgive my laziness). So what does AI inform us about how prospects view Omada Well being? I put that query to ChatGPT . Sadly, the AI ​​engine didn’t consider iOS opinions, however primarily based its reply on opinions left on the next 4 websites: Bing, ReliefSeeker, TrustRadius, and Comparably. Right here’s the related graph from the 3-paragraph reply:

Buyer satisfaction with Omada Well being is comparatively excessive, with 78% of customers contemplating themselves loyal to the platform. Folks admire the personalised teaching and the comfort of distant monitoring through related gadgets, though the general product high quality is rated at round 3.5 out of 5. Customers from the healthcare sector typically fee it extra favorably than customers from the tech business.

There you have got it: 2.6 stars on Google, 4.7 stars on iOS, and three.5 stars on ChatGPT.

Picture: Warchi, Getty Photographs