Galileo Medical

Hello Shay — we’re so sorry we couldn’t be a more convenient option for you, it sounds like your experience with us was anything but simple. Insurance does not allow providers to fill medications or diagnose conditions at annual wellness visits, so that’s why new cases get opened on the app for any concerns you bring up or prescriptions you need during that visit. Those cases do not close unless you archive them, so you can always check back in about each concern, even if the specific consult that day has ended. We’re also aware that it’s been taking longer to get lab results back from our lab partners, which is why we ask you for them if you are able to access them through a private patient portal. It’s very disappointing to hear that it’s taken over a month to review your results, though. By this time you definitely should’ve been able to discuss your lab results with us, but if you haven’t or you have any other requests outstanding please reach out to [email protected] and mention this review so that we can investigate what’s going wrong. We truly don’t intend to make you wait so long, and we’d appreciate the opportunity to take a look at your chart and ensure your care is up to our standards. Please email the above address or call our 24/7 line at 888-613-4254, we’d love to use your feedback to deliver better care to you and other members.

Our apologies for the disappointing experience, Catrine. 20 minutes was not an accurate estimate of our urgent care wait times on the day of your visit, and we regret we weren't able to offer a more accurate timeline. If you don't feel like your care plan fully addressed your concerns, we're always happy to offer a second opinion from another doctor to communicate what we can safely do for you as a virtual practice, which we did the next day. Rest assured that Fidelis Medicaid plans do cover our care completely and we do have Medicaid-enrolled providers to ensure prescriptions are covered. We're sorry again that we didn't make a better first impression, and we thank you for this feedback!

Great to hear, Traci! That's the kind of visit that we aim to provide for you every time! Thank you for being our patient.

So happy to hear you were able to get the treatment you need so smoothly, Stephanie! We're glad you felt your provider was great and we'll continue to be in touch for any other symptoms or concerns you might have.

This is so wonderful to hear, Alexandra! We certainly know that the prior authorization process can get complicated, so we're glad to advocate for you so you can get the treatment you need. And thank you so much for your kind words! Jenna was so happy to hear this, and we've also passed your gratitude along to our phone team. We want to make navigating your healthcare as easy as it possibly can be and it's nice to hear that your experience was a great one. We'll be here for you in the app and on the phone, and look forward to assisting you with anything else you need!

Hi Don — we are so sorry that what should’ve been a straightforward visit became such a negative experience for you. We have certain guidelines about what and how we prescribe that are evidence-based and important to us as a practice, and therefore we are not always able to prescribe exactly what you ask for. Please accept our sincere apologies for our communication around this! We take clinical quality very seriously, so rest assured that we immediately raised your feedback about our provider to our clinical quality review panel, to investigate and find out how we can improve. At this time we’ve already gotten you a visit with another of our providers for a second opinion and updated your care plan, as well as had a clinical manager reach out and check in on your symptoms. We will continue to be in touch in the app if there is anything else that you feel will remedy this regrettable experience. We apologize to you one more time for the frustration and disappointment that initial visit caused you.

Hello — so sorry we weren’t able to let you know that your cough was contagious, and that your wife got sick as a result. That’s such a disappointing outcome for you both, and there’s no reason any workup we provided on the app couldn’t communicate that information plus a clarifying diagnosis. I encourage you to send a message to [email protected] and ask for Charlotte so that we can find your case and determine what went wrong! I hope you both received treatment for your illness, and we’re here for any further guidance or follow-up care.

Glad to help, Curt! Hope your wife is feeling better, and please do let her know to get in touch if there's anything else we can do for her.

Thank you, knowing that you received great care in an area where PCPs can be inaccessible makes us happy providers! Glad we can help.

Great to hear that Kristen provided attentive care! We definitely hear you on the post-visit follow-up questions, we're working on making those responses faster for you. Thank you for being our patient!

Hi HappyCamper, Thank you for sharing such a positive, humorous review! It is great to hear that we could lift that weight off your shoulders! Kudos to you for choosing accessible, comprehensive care!

Thank you so much for taking the time to share your consistent, positive experience. We truly appreciate you advocating for us! We believe that high-quality care should be a reliable constant, not a guessing game! We completely agree, it's hard to beat the convenience of getting great treatment over a video call, especially when compared to those rushed in-person visits. Our goal is to make healthcare fit your life, and we're thrilled that the our platform is working so well for you. Thank you again for trusting us with your care!

Hi Margaret, that is absolutely awesome to hear! We're so glad we could be the easy button for you. We love hearing that this was your experience, because when you're feeling sick, the last thing you need is complicated healthcare—or the doctor's office waiting room TV playing daytime infomercials! We're especially happy to hear that you were able to be seen so quickly and that our providers were able to effectively treat that nasty lung infection. Juggling a crazy work schedule and childcare is tough enough without having to stress about finding that perfect parking spot at the clinic. Thanks again for the great feedback!