Patient Gateway App Reviews

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Great app very easy to navigate. I’d really like to see what’s in my sent folder from the app. I have to go to a desktop and open from a browser to see my sent folder which is a pain when on the run, when I tried using safari from my mobile device (to access my sent folder) it forced me back to use the app. Fix this one thing and you’ll be a 5-star app for sure!

App crashes upon opening. The app used to work fine for me but now crashes every time I try to open it. This has been going on for a couple of months and I’ve been hopeful that an update would be made to correct this but it hasn’t happened yet. Running the app on iOS with iPhone 11.

Please make this more simple. I don’t usually write reviews, but these problems address the needs of patients so I think it’s important to write about. Notifications for my “To Do” won’t go away and aren’t relevant any longer (I have a notification from 2002 that has most definitely been addressed by my doctor - why can’t I dismiss this?). I’ve been trying to do something as simple as edit the pharmacies I have listed so I don’t accidentally keep sending my prescriptions to the wrong location (a pain that also causes a delay in receiving my medication and wastes everyone’s time), but it’s no where to be found. If half of the buttons on the main page bring you to the web or aren’t responsive to mobile view anyways - why bother having it in the app? The old app may have had a dated design look, but it wasn’t overwhelming with unnecessary/not working buttons like the current one.

Requires manual entry of credit card number. Unlike virtually every other app—and same issue with website—doesn’t enter credit card info stored on device or in Safari. That meant getting out of bed to retrieve credit card while running a 103 temperature.

I used to work. This app worked fine for quite a while, about a month ago it stopped allowing me to get access to my own information, and now no matter what I do it will not allow access. I am tempted just to delete it, but it’s the easiest way to get a hold of my doctor,Well it was

My chart tech support. Stop “fixing “ what is NOT broken. Each time the system is “improved “ it is more complicated and harder to use. Now I can not even get access on my computer. I have the app in my phone but the text is too small to read. This is after 2 long telephone sessions with IT support. Very angry and disappointed with a dis functional system.

Keeps crashing. There must be a bug with the new update. Rather than logging in, mine just black screens and exits the app all together. Will adjust the rating when this is fixed.

Update. This app is not allowing me to use it and telling me I need to update it. When it’s already up to date. I followed the update instructions regardless went to the App Store clicked updates list it’s NOT on the list. I click open it tells me to update.

Needs serious improvement. It used to be OK, but for some reason now when you cancel an appointment, and reschedule it, it doesn’t show up in the visit view… Also, the test results used to show all of the test results from the past and now it does not. Very confusing to the patient and caregiver! I hope they revamp this app and get it up to snuff.

Adding your insurance does NOT work, billing dept communication is terrible. App shows your new insurance information after entering and after submitting it says it will be processed when you log out but every time I log back in it says no insurance on file. My new insurance is 100% accepted and in network with MGH. I’ve tried adding this 10 times over the last 2 weeks. I even messaged my provider through the app and crickets after more than a week, yet they add new bills at non insurance rates. Terrible customer service!

Not sure why all the bad reviews. App works fine for me. Convenient way to get test results and appt. Information. Think the bad reviews are from people with older phones and iOS and less tech savvy people. I haven’t had a problem and the convenience in accessing medical information is great.

iOS 13 reinstall. Didn’t work when I upgraded to ios13. Deleted and reinstalled. Now it works properly. If you are having issues, delete and reinstall. That should solve your problem.

Crashes On My iPad Pro. Works well enough, Nice to be able to communicate with my doctor via my phone. Unfortunately, it doesn’t seem to work well on my iPad Pro where it just crashes immediately after opening

Worked great before iOS 13.1.2. Love this app. Get test results quickly, can look at & confirm upcoming appointments, pay bills, etc. Updated iOS to 13.1.2 and now app won’t open. Rebooted my phone and it still won’t open. VERY frustrating. Would give 5⭐️ won’t until this is fixed.

2023 works well!!. Newly registered. Works very well. I saw old reviews going back to 2019. Current reviews should only be considered.

Does not work and impedes ability to use website in safari. Definitely appreciate the effort to make healthcare more accessible to patients but the app has never worked for me -it always freezes on login, and despite this I’m prompted many times to use the app when I’m trying to use the website, which does work.

Does not work. Originally, probably over a year ago this worked on iPhone. Now it will not allow login. I have called hospital IT and they claim(Ed) they would fix back then. They also say to reinstall. The latter I have completed several times over time, still does not work. Website does work but app would be convenient and current as to other portals. Shocking a top rated hospital cannot have a proper portal.

Not usable on older phones. This app was amazing and gave me quick access to my medical information whenever it was needed. Not having to know my password thanks to fingerprint was very very helpful for someone who has memory problems. Sadly it seems like my phone is no longer supported with the newest update, rendering this app useless to me now. I relied too much on this app to help me live day to day and keep in contact with my health care providers and reach my health information and updated medications. Now I feel lost and even more confused. I feel stupid for being stuck in a loop for so long of trying to log in, being redirected to a new version, having my phone tell me it is updated to the best of its abilities and to retry opening the app then trying to log in again and being redirected to the store to update then being told it's updated and to open the app then log in using my fingerprint only to be redirected. Thank you for this app and thank you for taking the time to read this. It used to make my life much easier to manage

Can never log in. I haven’t been able to use this app for over a year. It keeps telling me my password is wrong. If I update my password and log in on the app, and log out, if I try to log back in, it’ll tell me my password is suddenly wrong again. I can log in to the website fine, so it’s really not my password. I tried uninstalling/reinstalling the app, nothing improved.

Works well if your doctor’s office is on board.... The problem is that not all Partners providers use the app. I have four providers, but only two of them seem to be connected. So all of my emails and appointment requests for two of my doctors go into some inbox that no one checks. What’s the point of being able to send a message to a doctor if no one is going to reply?

App not ready for prime time. Hint to developers — if the app can’t handle displaying a test result, the pop-up message should direct users to the browser version. It should not simply state “Details not available.” Because — in actuality the details may very well be available— BUT the app apparently does not support all documents. So for 2 weeks I have been checking my “trusty” Gateway app and wondering when my results will be visible. Finally only to find out they were posted immediately BUT are only visible from a BROWSER. If the app is going to be that lame at least have the pop-up message direct users to the browser and admit the lameness. Don’t say the info is not “available” and lead people on a wild goose chase for two weeks. I am ready to go back to all paper at this point! Would have been faster and accurate!

A valuable tool.. This app is an invaluable resource that gives access to test results, clear channels to correspond with healthcare providers and updates scheduling as well as on bills/payment. It’s well laid out and provides most of the functionality of the full web portal. Not really sure why it gets so many mixed reviews it has been nothing but useful for me.

Crashes constantly. Not much to say except it constantly crashes. I called the help desk and they couldn’t help me. I asked if IT has reported a problem and their response was priceless ‘I don’t know. We don’t talk to IT.’ I then followed up and asked if they’ve received any communication from them and I got a similar response. The help desk and IT apparently are on different planets.

Doesn’t work. Was able to use it last year but lately it doesn’t even let me log in. Just shows an error. And I know it’s not my login because the website version works.

Mixed quality. Many good features but technical support appears unable to correct reported difficulties. It took them months to admit/resolve a problem until I send them pictures of several screen to lead them to the problem ... Similar inability exhibited not long ago with a different problem.. have given up in trying to engage them in seeking solutions ... at times I resort to direct phone calls to the respective unit..

Ugh. So this app is awful. First, most of the time it crashes about 10 seconds after login ( I just updated the app so I can confirm this is the most recent version) Second, the lack of autocorrect drives me actually insane. It blocks my iPhone’s autocorrect keyboard while typing in the app meaning that i send my doctor incomprehensible garbage most of the time. Third, the app times out and logs you out after about 5 minutes of use EVEN WHEN YOU ARE STILL ACTIVELY USING THE APP. So if I try to go through and write a legible message to my doctor it’s never going to get sent because the app will Time out and delete what I’ve written. The double inbox is pointless. Inbox 1 is doctor messages inbox 2 is billing. Just merge them! It’s confusing to have two! Unless you LABEL THEM WITH NAMES! Ugh. This app has made me realize that as much as I hate elevator music it is often more efficient to stay on hold for 30 minutes than to use this app.

How to fix crash. Haven't been able to use it in 2 months. Crashes immediately every time on iPhone 11pro. Looked for updates but found none until today. Downloaded update and same immediate crash. Finally got it to work by first deleting the old app then download Patient Gateway again and it works now. You just have to put in your credentials again and select your preferences again. So it's not an "update" but rather a "replace." There are still things you cannot do in app but need to go to full site via a browser.

Much improved. Needs Face ID integration.. App used to be almost unusable. After refresh, it is still institutional, but much easier on the eyes and easier to use. Login could be sped up with Face ID integration, just like my bank. I took off an additional star for lack of iPad support. Your App Store page says iPad compatible, but running an iPhone app on the iPad is hardly what people expect. Full iPad support, please. This is my primary computer, and I would prefer to avoid going through your website if I can.

Inconvenient junk. This application crashes during check ins for appointments more often that you successfully check in. Not minor because once the app crashes it will not allow a login for another 30 min or longer.

Needs To Keep Up With IOS. This app is an integral part of managing our healthcare at Partners affiliated medical facilities. Since the newest versions of IOS were released, though, it has annoyingly stopped working. If you are going to have an app that is so important to people’s lives, then you need to have the staff to keep abreast of the rapid changes to technology.

Needs a lot of improvement. Been using this for about a year. First of all why does the app logout every time? Do what banking apps do and have a pin /Touch ID /Face ID to “login”. I get it’s for privacy and all that but there are solutions there to be used. Not implementing them seems lazy. Also push notifications would then be possible. Is this a regulation thing ? I should be able to set it to timeout in 30 minutes... The auto fill password doesn’t work properly. My email always disappears when logging in. If there is a support email I’ll send a video of this happening. App also seems very unstable Going to settings goes to a crappy in app browser.

Consistently gets worse. This app has had more bugs than any other I’ve used in years. It has broken so many times over the years that I’ve lost count. The latest release wants me to verify my account via text or email. BOTH fail using the app. And yes, I updated the app after the first failures. The only reason I gave it 2 stars is because for some reason the web app works. This has been dead for me the past 2 days with server errors.

Overall good, but UI could be easier. Overall I’m pretty happy with this. It’s great to be able to see my info on actually health data/appointment outcomes and billing in one place. However, the message center is pretty clunky. Every message shows up individually instead of being organized into conversations or threads I’m sure that would be even more confusing if I had more numerous/complicated health conditions to manage.

Test results not showing up in app. I have been using this for quite a few years but all of a sudden my test results will not show on the app. I can get them if I log into the site from safari or my computer but not in the app. I still see my old test results but nothing current.

Can’t reset password and…. Why do I have to call someone to reset my password? I don’t have time in my workday for this crap. Users would be able to self serve. And the navigation is bad, the buttons are way too small, trying to click with my pinky. Responsive design please! I want paperless but this app makes that impossible

No notifications? Why?. Why don’t Iget notifications, badges, or something to show I have a new item to look at? Don’t complain that I don’t pay on time when you don’t allow the app to notify me I have a new bill. I’m not paying bills I don’t know I have. Also annoying when a doctor sends me a time relevant message and I am not notified that I have a new message.

Stopped Working. Not sure why the Partners Patient Gateway team let this go. It’s a 5 Star App when working. It seems that ios13 killed this app. It hasn’t worked in months. Crashes immediately. Was at one of their facilities right after the last update and told them it crashes. It’s an important tool for us patients. Maybe there is a disagreement with one of the medical Partners?

Simple and easy to use and good for communication.. I do not know why this app got so low of a rating. It works perfectly fine for me. I communicate with my drs easily on this and I am enjoying it. Great app

Excellent. I recently downloaded the app. I found it very useful: easy to check appointments, test results, pay bills. The lab test results are displayed in a visual and easy to understand way. I have 3 suggestions for future improvements. 1) Enable each lab results to be displayed longitudinally, so patients can see the changes across time, same as checking stock price by weeks, months, years. 2) Add BMI. 3) Automatically generate a list of all physicians and RNs patients recently visited and enable email access so patients can send email to their providers if they have follow up questions. Thanks for making access complex EHR information efficient and helpful!

Can’t Open on iPhone 11 Pro. App stopped opening on old iPhone 6S in second half of 2019. Replaced with iPhone 11 Pro late 2019 and app still doesn’t open. Worked great before that happened. Really frustrating because I can’t get on the PG website from work computer due to security issues. Please fix this!!!

Not too bad. It is wonderful to have access to my doctor’s and information on this app. What’s frustrating is that I can never view photos sent with results.

No network connection. Have used this app with no problems but can no longer sign in. No network connection keeps coming up, even though I do have a connection? Have spoken with support who put me through the usual remedies, which I had already done before I called them. Final word from them is it must be my iPad. Only app I am unable to use on my iPad? Miss having access.

Would like to see one enhancement. I use the app all the time to the point that it feels easier and safer to use this over the web. However, it does dot allow you to selectively download or print statements or other docs if you want to / need to. To the extent that I’m not going to then go to the web to do it, I ultimately switched off paperless billing.

Crashes on 13.1.2. The app was working fine on iOS 12.x. On iOS 13.1.2 it crashes upon opening. It never opens. Requires an immediate fix. Update - After deleting the app and redownloading it from the App Store, it now works properly. I have updated my rating to 4.

Poor design. Any first time user will be frustrated with the menu of choices. They overlap and don’t make sense in terms of what they actually mean. You have to “learn” how to use this app. What you would think “should” appear in each category may or may not be there. This needs to be tightened up. The August 11 reviewer nailed it “clunky. “ I am sure there “IT speak” reasons for the set up and choices as they are - but that is irrelevant ....usability for each new user is/are the ultimate benchmark(s).

Still a bit futzy. The app is working now after a period of not being able to update when it was first released. It’s still a bit futzy. I use it primarily to send messages to my medical providers, and it times you out without warning. When that happens, you lose the ENTIRE message you were composing. Frustrating.

Embarrassing. This app should be embarrassing to a Harvard Teaching Hospital. From the history of the reviews, the app hasn’t worked since the instruction of iOS 13. The last developer comment was the end of September, which may mean the developer was replaced the first of October. Regardless, Partners has had 3 months to fix the problem. Given the amount of money Partners brings in every year one would think that they could afford to spend a few million to fix this app.

Awful & totally useless app!!!. Used to be a great app and worked extremely well, but somehow over last few months it’s gotten useless and not at all helpful!! Logging in is difficult and it seems the team there expects everyone to use their computer to login, instead of realizing that if the app worked well it’s always a patient’s first choice in how to interact with their care team. Totally useless and will prevent me from donating to MGH in the future because of their awful patient experience with the app!!

The app used to work. The app worked fine and then it wanted a two step authentication. Every time I tried to do it, I get an error message. I don’t know what the developers did but it needs to be fixed.

Clunky to use - needs usability fixes. The app is functional, but it’s inexplicably missing common features that any app in 2018 should have. It’s basically a half-baked attempt at replicating the website. -you must login with your password EVERY TIME you use the app; no Touch ID or Face ID, or even a simple PIN option. If you use a long, complex password to protect your medical info... enjoy entering that manually each time you launch the app. **EDIT: it seems that Touch ID is supported, but Face ID is not supported. So if you have an iPhone X, you must continuously enter your password. -no push notifications, so when your doctor sends you a message or there are new test results, the app can’t tell you. -in general, lacking basic features you’ll find on the patient gateway website (like being able to find messages you previously sent to your doctor). Hope it becomes a real app someday soon...

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App won’t even open now. Use to like the app but now it’s just taking up space will not open or load. Please fix

Can’t update. How do I update the app software? It only has an OPEN button. Thanks Dawn

Worse and worse all the time. Yo partners/MGH, fix this junk. How hard is it for you to pay someone to develop a decent app? Your medical care is subpar, so it makes sense that your app is too.

App does not work.. As mentioned in a previous evaluation, the app will continue to say “wrong email and/or password.” The app continually ask to reset email or password.

Buggy. Touch ID doesn’t work, and the app crashes when I try to enter any data into the form provided to contact support.

Calendar is broke on app and mobile site. Calendar hasn’t worked for 2 months on the app and the mobile site. The app has become useless outside of sending messages to providers - this needs to be fixed ASAP iPhone 11 iOS:

Not working after iOS 13. App will no longer launch.

No good. It used to be great, now, I can’t even get it to open and I’ve deleted and downloaded it 3x. As a cancer patient this is really disheartening , sometimes I need info fast

I love it. I love the app, it translates the website well into the app world. I found it easy to use. Would suggest for the developers to use better print integration for e-printing reports or letters.

Most Important but Worst App I use!. App CONSTANTLY shuts you out, requiring you to contact customer service. Absolutely worst app I have. They will blame this on HIPAA - don’t believe it. The app simply doesn’t work!

App crashing. The app crashes whenever I select “use Face ID”. No updates available.

Doesn’t work with iOS 13.1.2. App won’t open after iOS upgrade to 13.1.2 Delete and reinstall to solve problem

Update. Unable to update Patient Gateway, so not able to get messages or look at lab work. This is a major problem. You should allow us to use the website without grading. All I can say is thank you for the frustration.

Asking for upgrade but sends me back to page asking for upgrade!. So. I can’t use my mobile version because it says I “ must “ upgrade and to “ click here “ for upgrade. When I do so it takes me too the App Store. So I cannot get into my app to contact my doctor. What is going on??

So so bad. I don’t know how anyone could’ve made an app worse than this one. It crashes 90% of the time and NEVER has what I need. I’d delete it altogether but I keep hoping it’ll be fixed. The website isn’t any better to be fair.

Was Forced to Upgrade Today - Crashes Everytime. Absolutely pathetic! I have had this app for a few years and never had an issue. Today I was forced to upgrade. Will not load at all. Crashes every time.

should allow me to use the non-white labeled MyChart app. The healthcare system should allow me to use the non-white-labeled MyChart app that this is just a white-labeled copy of. Epic makes both, they’re ~the same thing but for labels.

TouchID gone in update. What happened?? This was gone two versions ago then reappeared after I complained. And now it's gone again!

Can’t reply to messages. Updated and now unable to reply to messages back to the doctor. Can’t leave feedback or report issues anywhere within the app and it has been like this for a couple months now.

So frustrating!. It won’t let me open the app, as it says it needs to be updated, but the update doesn’t come up. I try looking under ‘updates’ and it’s not shown. When I click the link to update, it sends me to an endless loop saying I need to update to open! So now I can’t get my test results. Nice.

Keeps crashing at login every single time. Every time I try and log in the app crashes. I’ve tried deleting and redone losing multiple times. I have not been able to access the app and have since given up trying. Not sure what else I can do here!

App no longer works at all. I am prevented from using this App because of the need to upgrade. When I attempt to upgrade The App Store shows that I am fully updated, however the app continues to give me the upgrade message and won’t let me access.

Won’t open after iOS 13. This app immediately crashes and won’t open after the newest update.

Awful. Worst app ever. When it's not crashing it just won't open. Barely works on my desktop. Wish my doc office's would get rid of gateway.

Crashing after IOS update. The app crashes after the 13.2.2 update.

Room for improvement. Would like to suggest the message reminder for appointments that are coming up to go away after the appointment date

Just crashes. Can’t even open the app anymore. It just crashes and has for a few months now. Disappointing, as I used to use it to check several things as well as message my doc.

What is the point. I love when this app works, however it currently won’t even open with the new iOS that has been installed. Deleting until hopefully they get it together and update this app

Reply button. What’s the point of having an app for a patient when there’s no reply button to doctors office messages?

TouchID implementation is broken. After enabling touchid, you should not ask for password. Please learn to implement this the ‘right way’

Great app.. I have been used this app a lot in the last year and it is great.

Fix the app!. Haven’t been able to open it in months. Crashes immediately.

Missing. Missing ability to print or forward test results.

Only just signed up.... If using the app is anything like enrolling with it, I’m looking forward to it like having a toenail pulled out.

Data linked to we the people ?. Why on earth would an app want text message data, email data , photos and video data , sensitive and personal lives data? Are you guys like creeps?

Why won’t the app open?. This was great until it wasn’t. Even after the latest update, my app doesn’t open??????

Confounded again. Once again I got sucked in to trying this app in lieu of the traditional web experience. Tried logging in 4 times & each time the application just disappeared. No idea what I can expect in the application and won’t find out. Deleting it & going old school.

Rarely works. Very useful if it worked consistently. Most of the time app is frozen while signing in and forgets my fingerprint Touch ID. I use the web version instead.

This app only shuts down. This app used to work great for me. However for the past six months or so, it won’t even open and crashes immediately.

Won’t open. I can’t even open the app anymore without it crashing. Rebooted my phone a few times but I can’t even open it.

Needs IOS 13+ update. Glitches out every time I try to access the app since updating my phone to IOS 13, still works on IPad with IOS 13 update

App froze permanently after it couldn’t get network connection. I can’t use the app any more because the pop up warning is halfway off the screen. This is terrible design.

Has stopped working. Since the last iOS update I haven’t been able to use this app. It’s never been outstanding, but at least worked.

Why is MRN hidden???. Can you put the Medical Record Number somewhere front and center? I always get asked for it and I never know it. Can’t find it anywhere in the app.

Full gateway site. Where is the tab to go to full site? I liked being able to look at all precious lab values to how I’m trending.

No longer opens; Crashes immediately. I don’t know if this is an iOS13 issue. But the app does not open at all. It crashes upon open at the splash screen. This worked fine for me with iOS12. This is unacceptable. I am using an iPhone X running iOS13.1.2 with 220GB free.

A “patient last” approach. App is very similar to the standard MyChart app and uses MyChart underneath. But Mass General has chosen to force users to a different app, with associated inconvenience and no benefit at all to the user.

Useless. After downloading the Apple I-phone update 13,the gateway will not open,I call gateway technical support,they said it was because of the update,but offer no solutions,so at this time it is useless

Unable to upgrade application terrible app. I have followed the directions to update. No joy. I’ll stick to old reliable calendars and writing my appointment down.

App crashes every time.. I have used this app for years. It is not well designed but functional. As of 30 days ago it crashes every time I try to open it