Customer Reviews (500)

Uncomfortable Experience • 2025-03-27T14:17:59-07:00

This app is family friendly and allows the members to connect and communicate directly even when they’re not sharing the same space.

uconfidentwoman • 2025-03-10T15:16:37-07:00

During my visit the live list was not being updated and names were being called that was not according to the list. When asked the worker made up a number and look unconcerned. I knew that the live list was not live and the front desk employee was calling whomever they wanted to call regardless of appointment or not .

Totrekortowars • 2025-03-04T06:19:36-07:00

It’s easy to navigate and super convenient to make appointments and have all your information on a app that your urgent care can see.

Summary of Key Insights

The Solv app aims to simplify healthcare access by providing same-day appointment booking and telehealth services. While many users praise its ease of use, convenience, and ability to find nearby urgent care options, significant issues exist, particularly around appointment accuracy, wait times, and technical glitches. The sentiment is generally positive, but the negative reviews highlight critical areas that need immediate attention. The app has a high 5-star rating percentage (67%), but a concerning number of 1-star reviews (20.6%) indicate significant dissatisfaction among a segment of users.

Key Strengths:

  • Ease of use and convenient appointment scheduling.
  • Ability to find nearby urgent care centers and telehealth options.
  • Streamlined check-in process and paperwork completion.
  • Positive experiences with some partnering clinics and staff.

Key Weaknesses:

  • Inaccurate appointment information (e.g., showing available times when fully booked, appointments not being honored).
  • Long and unpredictable wait times, even with scheduled appointments.
  • Technical issues (e.g., login problems, broken two-factor authentication, app glitches, inability to upload insurance card images).
  • Poor integration with some clinic systems leading to data loss or redundant paperwork.
  • Inconsistent or unprofessional service from some partnering clinics' staff.

Overall Sentiment: Mixed, leaning towards positive due to the high number of 5-star reviews, but with serious concerns raised by negative reviews.

Quantitative Metrics:

  • Overall Rating: (Implicitly high, but not directly stated in provided info)
  • Score Distribution: {"1":103,"2":19,"3":18,"4":25,"5":335}
    • 5-star: 67%
    • 4-star: 5%
    • 3-star: 3.6%
    • 2-star: 3.8%
    • 1-star: 20.6%

Data & Methodology Overview

  • Data Sample Size: 500 reviews
  • Time Frame: Not explicitly stated, but assumed to be recent based on the version number (4.5.3) and mentions of COVID-19.
  • Analysis Methods:
    • Sentiment analysis (qualitative assessment based on review content).
    • Keyword extraction (identifying frequently used words and phrases).
    • Thematic analysis (grouping reviews based on common issues and positive aspects).

Key User Pain Points

  • Inaccurate Appointment Information: Reviews frequently mention the app showing "available times" that are actually fully booked, or appointments disappearing after confirmation. This leads to frustration and wasted time.
  • Long and Unpredictable Wait Times: Even with scheduled appointments, users report waiting excessively long periods (1-2 hours or more), undermining the app's promise of convenience. The "view place in line" feature is often inaccurate.
  • Technical Issues: A significant number of users experience technical glitches such as login problems, broken two-factor authentication, app crashes, inability to upload insurance cards, and problems with telehealth video connections.
  • Poor Clinic Integration: The app doesn't always seamlessly integrate with the clinic's systems. This results in lost appointment information, redundant paperwork, and the need to re-enter data already provided in the app.
  • Inconsistent Service Quality: Some users report positive experiences with friendly and efficient staff, while others describe rude, unprofessional, or unhelpful interactions at partnering clinics.
  • Lack of Results and Information: Several users reported not being able to access lab results or doctor's notes via the app, despite the expectation of this functionality. Some testing sites didn't send test results in a timely manner.
  • Appointment Scheduling Issues: Some users reported being unable to schedule appointments for specific services, like blood draws, or being incorrectly booked for video visits instead of in-person appointments.
  • Billing Issues: Users have reported being billed for services they didn't receive, or being charged incorrectly based on their insurance coverage.

Frequently Requested Features

  • More Accurate Wait Time Estimates: Users want more reliable information about wait times, taking into account walk-ins and other factors.
  • Improved Clinic Integration: Users want seamless data transfer between the app and clinic systems to avoid redundant paperwork and ensure appointment accuracy.
  • Access to Lab Results and Doctor's Notes: Users expect to be able to view their medical records within the app.
  • Clearer Insurance Information: Users want better integration with insurance providers to verify coverage and estimate costs.
  • Better Communication: Users want clear and timely communication about appointment changes, delays, and test results.
  • Ability to Cancel/Reschedule Appointments Easily: Users would like a more straightforward way to manage their appointments within the app.
  • Improved Photo Upload Functionality: Users need the ability to zoom and edit photos of insurance cards and IDs.
  • Persistent Login: Users are frustrated by having to repeatedly log in and re-enter their information.
  • Option to Select Child Patient: Users need a clear way to specify that an appointment is for a child and enter appropriate information for the child.
  • Ability to Choose In-Person vs. Telehealth: Users want a clearer choice to book in-person vs. telehealth appointments.

Strengths and Positive Aspects

  • Convenience and Ease of Use: Many users find the app easy to navigate and convenient for scheduling appointments, especially for same-day or urgent care needs.
  • Time Savings: The app helps users save time by streamlining the check-in process and allowing them to complete paperwork in advance.
  • Access to Telehealth: Users appreciate the ability to consult with doctors remotely, especially when they are unable to travel to a clinic.
  • Finding Nearby Clinics: The app effectively helps users locate nearby urgent care centers and testing sites.
  • User-Friendly Interface: Many users describe the app's interface as clean, simple, and intuitive.
  • Positive Experiences with Staff: Some users report excellent service from friendly and professional staff at partnering clinics.
  • Ability to manage family members: The app allows users to book appointments for their entire family.

Prioritized Action Recommendations

High Priority:

  • Fix Appointment Accuracy Issues: Immediately address the problems with inaccurate appointment information, including showing available times that are fully booked and appointments not being honored. Implement real-time synchronization with clinic scheduling systems.
  • Improve Wait Time Estimates: Develop a more accurate algorithm for estimating wait times, taking into account walk-ins, staffing levels, and other relevant factors. Clearly communicate expected wait times to users.
  • Address Technical Glitches: Prioritize fixing the reported technical issues, including login problems, broken two-factor authentication, app crashes, and photo upload failures. Conduct thorough testing on various devices and operating systems.
  • Enhance Clinic Integration: Invest in deeper integration with clinic systems to ensure seamless data transfer and eliminate redundant paperwork. Implement a standardized API for data exchange.

Medium Priority:

  • Improve Communication: Implement proactive notifications about appointment changes, delays, and test results. Provide a clear channel for users to contact customer support.
  • Add Access to Medical Records: Enable users to view their lab results and doctor's notes within the app.
  • Enhance Insurance Integration: Work with insurance providers to enable real-time verification of coverage and cost estimates.
  • Streamline Photo Upload Process: Allow users to zoom and edit photos of insurance cards and IDs.
  • Implement Persistent Login: Reduce user friction by implementing a persistent login feature.

Low Priority:

  • Add Option to Select Child Patient: Clarify the appointment booking process for children and ensure that appropriate information can be entered.
  • Enhance App Design: Address minor UI issues and improve the overall user experience.

Opportunities for Startup Ideas

  • Real-time Healthcare Availability Platform: A platform that provides real-time information on appointment availability, wait times, and service costs across multiple healthcare providers, integrated directly with their scheduling systems.
  • AI-Powered Symptom Checker and Triage Tool: An app that uses AI to assess symptoms, provide preliminary diagnoses, and recommend appropriate care options, including telehealth or in-person visits.
  • Healthcare Concierge Service: A service that helps patients navigate the healthcare system, including finding specialists, scheduling appointments, and managing insurance claims.
  • Telehealth Marketplace: A platform that connects patients with a wide range of telehealth providers, offering different specialties and pricing options.
  • Integrated Medical Records Management: An app that allows patients to securely store and share their medical records with healthcare providers.

Trends and Observations

  • COVID-19 Impact: Many reviews mention using the app for COVID-19 testing and virtual visits, highlighting the app's role in facilitating healthcare access during the pandemic.
  • Inconsistent Experiences: User experiences vary widely depending on the specific clinic and staff involved.
  • Focus on Convenience: Users highly value the app's convenience and time-saving features, but are easily frustrated when these promises are not met.
  • Technical Issues Persist: Recurring reports of technical glitches suggest a need for ongoing app maintenance and testing.
  • Language Preference: Reviews are overwhelmingly in English, suggesting a need for localization to cater to non-English speakers if the app is used in diverse communities.

Conclusion

The Solv app has the potential to be a valuable tool for improving healthcare access and convenience. However, the app suffers from significant issues related to appointment accuracy, wait times, and technical glitches. Addressing these issues is crucial for improving user satisfaction and building trust in the platform. By prioritizing the recommendations outlined above, Solv can enhance its value proposition and solidify its position as a leader in the healthcare technology space. The company needs to focus on improving reliability and accuracy, as those are the most critical factors for users seeking urgent care solutions.

Overall Recommendation: While the app has positive aspects, a critical overhaul is needed to address core reliability issues before further expansion or marketing efforts. Prioritize fixing existing problems over adding new features.

Original App Link

https://apps.apple.com/us/app/solv-easy-same-day-healthcare/id1464601606?uo=2