Most frustrating appointment process ever.
One star
I rarely leave negative reviews, but after several years of trying to book preventive appointments with Helios Prevention, I feel compelled to share my experience.
The medical care itself is excellent (in Munich).
My review is solely about the appointment process, which has been one of the most frustrating customer experiences I have encountered.
This is what happened:
* The Munich telephone number repeatedly connected me to what appeared to be a fax line.
* I completed the lengthy two-factor authentication process to access the patient portal.
* I filled in the appointment request form, selected Munich, entered all required information, and submitted it.
* Instead of confirming the request, the portal displayed a generic error message (“Das hat leider nicht funktioniert”) and redirected me back to the same page, creating an endless loop.
* I then called the central appointment line in Berlin. After listening to several automated announcements, I was informed that my call could not be taken and was told to use the website—the very website that was not functioning.
* Finally, I called the technical support hotline. After waiting on hold, I was simply informed that the queue was full and the call was terminated.
At no point was there a functioning alternative for booking an appointment.
What is particularly disappointing is that these problems are not new. I have experienced similar issues over several years and have been in contact with their IT department 2 in the last 3 years giving feedback. For a healthcare provider of this size, it is difficult to understand how appointment booking can remain this unreliable for so long.
Patients seeking preventive healthcare should not have to fight through broken phone numbers, failing portals, automated loops and unreachable support just to request an appointment.
I sincerely hope Helios invests in improving the accessibility and reliability of its booking process. Prevention should begin with patients actually being able to access preventive care.