Healthcare startups are supposed to bring the best consumer experiences to healthcare. This is the opposite of what is supposed to happen. If the patient no longer wants it, don’t make them jump through hoops to not receive it. This isn’t an extra serving of salmon from a meal kit delivery service that you forgot to cancel so, oh well, you’ll just pay for it and eat it. This is what happens when you bring the worst of ecommerce to healthcare.
This is not a result of offering healthcare online. But it’s short term thinking to do it by making cancelling inconvenient rather than creating an experience that patients continue to use because they receive value over time. They did this instead of focusing on building an incredible company by delivering value to patients.Įveryone has to care about retention because, if not, you don’t have a business.
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And they do this instead of spending energy thinking about how to make a patient’s access to healthcare easier. Imagine smart people, who claim to want to change healthcare, spending their brain power thinking about how to make it difficult for patients to cancel unwanted prescription medication. Imagine the conversation that had to take place for this business process to be implemented to require patients explicitly not in California to pick up the phone in order to cancel. Why? Because California has stringent consumer protection laws and requires any subscription service to be cancelable via email. The idea of lauding the convenience, quality, and affordability of asynchronous healthcare, while simultaneously requiring a patient to pick up the phone to cancel a subscription is one of the boldest and most hypocritical business practices I’ve seen in a long time.īut, and here is the kicker, if you’re in California - and only California - you can cancel by emailing actually enable patients from California to cancel via email. This is inexcusable, particularly in healthcare. This is unfortunately common practice among many companies that offer subscription products or services. Call our National Cancer Information Center at 1-80 and speak with one of our trained specialists.It’s the answer one of our competitors gives to the question: “How do I cancel my subscription?” In order to cancel, you have to pick up the phone between 10am ET and 6PM ET.Īnd they aren’t alone. The American Cancer Society also has programs and services – including rides to treatment, lodging, and more – to help you get through treatment. These might include nursing or social work services, financial aid, nutritional advice, rehab, or spiritual help. Whether you are thinking about treatment, getting treatment, or not being treated at all, you can still get supportive care to help with pain or other symptoms. Communicating with your cancer care team is important so you understand your diagnosis, what treatment is recommended, and ways to maintain or improve your quality of life.ĭifferent types of programs and support services may be helpful, and can be an important part of your care. People with cancer need support and information, no matter what stage of illness they may be in. Knowing all of your options and finding the resources you need will help you make informed decisions about your care.
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