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Duly Health and Care
DuPage Medical Group · 2,680 ratings · ★ 4.3
4.3
★★★★★
2,680 ratings
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Top complaints - extracted from 37 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"duly"
12 negative reviews mention this · 32% of all complaints
★★★★★ "Phone Scheduling process is very inefficient, with long wait times...... Duly leadership needs to re-engineer its telephone scheduling processes, and improve the ability utilize the Duly app to allow online appointment scheduling for radiology and cardiology procedures....." - chicago chet
2
"appointment"
10 negative reviews mention this · 27% of all complaints
★★★★★ "Phone Scheduling process is very inefficient, with long wait times...... Duly leadership needs to re-engineer its telephone scheduling processes, and improve the ability utilize the Duly app to allow online appointment scheduling for radiology and cardiology procedures....." - chicago chet
3
"call"
9 negative reviews mention this · 24% of all complaints
★★★★★ "Unexpected billing and unnecessary call to doctors office. Just called to tell to discuss and nothing new was discussed nor provided. Discussion was less than a min and was charged. Went for a physical and got unnecessary bill even dr was told this is physical." - Sreenkc
4
"doctors"
9 negative reviews mention this · 24% of all complaints
★★★★★ "Unexpected billing and unnecessary call to doctors office. Just called to tell to discuss and nothing new was discussed nor provided. Discussion was less than a min and was charged. Went for a physical and got unnecessary bill even dr was told this is physical." - Sreenkc
5
"horrible"
6 negative reviews mention this · 16% of all complaints
★★★★★ "New System. The new system Duly has in place is horrible. Every call leads to Duly. The number I used to call to get to my Doctors office leads me to Duly. I have a question that Duly CAN’T answer and there is no way for me to get to a person that c…" - Deborah60441
6
"care"
6 negative reviews mention this · 16% of all complaints
★★★★★ "Duly Hc. No I don’t care for Duly a person is hardly available I don’t know why? But it’s ridiculous how everything is gg to the technology which is very aggravating to me……..when speaking to a person which sometimes is crabby at least you get infor…" - Old n gray
7
"wait"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Phone Scheduling process is very inefficient, with long wait times...... Duly leadership needs to re-engineer its telephone scheduling processes, and improve the ability utilize the Duly app to allow online appointment scheduling for radiology and cardiology procedures....." - chicago chet
8
"through"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Useless. All the app is useful for is making sure Duly gets paid. No help ensuring proper referrals are submitted before appointment. They are happy to check me in and take my money through the app but no ability to let me know referall was not plac…" - Ssm1238
9
"message"
5 negative reviews mention this · 14% of all complaints
★★★★★ "One star because there is no zero. Sent a message on February 3, waited a week no response. Resubmit it on February 10, three days later still no response. Called Duly and to connect to the nurse via phone. 25 minutes no response. Call Duly two days later, 25 minutes no resp…" - talkens
10
"response"
5 negative reviews mention this · 14% of all complaints
★★★★★ "One star because there is no zero. Sent a message on February 3, waited a week no response. Resubmit it on February 10, three days later still no response. Called Duly and to connect to the nurse via phone. 25 minutes no response. Call Duly two days later, 25 minutes no resp…" - talkens
11
"messages"
5 negative reviews mention this · 14% of all complaints
★★★★★ "Unacceptable Delay in Patient Communication. I am very disappointed with my experience with this Nurse Practitioner. I left three separate messages through the Duly app and received no response. After several days with no communication, I had to call the patient care facility myself t…" - Grant micaletti
12
"phone"
4 negative reviews mention this · 11% of all complaints
★★★★★ "Phone Scheduling process is very inefficient, with long wait times...... Duly leadership needs to re-engineer its telephone scheduling processes, and improve the ability utilize the Duly app to allow online appointment scheduling for radiology and cardiology procedures....." - chicago chet
📋 All 37 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
Unexpected billing and unnecessary call to doctors office
Just called to tell to discuss and nothing new was discussed nor provided. Discussion was less than a min and was charged. Went for a physical and got unnecessary bill even dr was told this is physical.
New System
The new system Duly has in place is horrible. Every call leads to Duly. The number I used to call to get to my Doctors office leads me to Duly. I have a question that Duly CAN’T answer and there is no way for me to get to a person that can answer my question. It used to be so quick, easy and effective - now, round and round with no resolution and leaves me so frustrated. Is that Duly’s goal?
Overly charged
Y’all absolutely do too much. I just went in for a doctors visit and y’all saying $121 I just got done paying my Full $1400 bill. I’m sick of y’all. Y’all need to stop scamming people y’all self over these doctors visits. That’s why I kept on postponing.
Useless
All the app is useful for is making sure Duly gets paid. No help ensuring proper referrals are submitted before appointment. They are happy to check me in and take my money through the app but no ability to let me know referall was not placed.
One star because there is no zero
Sent a message on February 3, waited a week no response. Resubmit it on February 10, three days later still no response. Called Duly and to connect to the nurse via phone. 25 minutes no response. Call Duly two days later, 25 minutes no response. So you ask how how’s your service? therefore one star.
Duly Hc
No I don’t care for Duly a person is hardly available I don’t know why? But it’s ridiculous how everything is gg to the technology which is very aggravating to me……..when speaking to a person which sometimes is crabby at least you get informed
Re billing
I never “opted in” on paperless billing but they changed anyway. Duly sends warnings about fees if you miss an appointment, etc. Like the doctors but hate Duly. When need new specialists I will avoid Duly. Sad
Duly is REALLY not so great!
I can’t get refills of my prescribed meds. I had a spinal surgery and after the surgery was complete; the surgeon treated me like a piece of garbage. Now I have pain worse than it was before. I’m done with Duly! I and everyone else on the planet need doctors who actually care. Duly doctors/ surgeons could care less about you.
Good app, poor customer service.
The response team leave a lot to be desired. Send a request to get blood work before a Monday appointment, a week before. Got no response until after I had to cancel the appt because I did not have any blood work. The response was, you don’t have an appt until March, that is because you didn’t respond and I had to cancel.
Home button
Horrible access. I am told to send a message to my md from the “home” page, but can’t find it. I send a message asking a question and get a reply saying incorrect dept.
Terrible design
Seems to be intentionally designed to be confusing. User experience wasn’t a consideration during the design of this app.
Duly health and care are the worst!!!!!
Nothing but problems with duly . Just to make appointment you have to go through 3 people repeating the same info you have to the 1st person you talked to ..then if you want s refill on your meds you have to leave a message and hope you get a response I never gotten one from the message board!!! Then they give you the Dr’s nurse phone #.and they never answer or duly staff has no information when a Dr is out sick or why he hasn’t been refilling his/her patients prescriptions.. I’ve had to go without my meds twice and had horrible withdrawal symptoms!!!! Trust me there are way better providers then duly I’ve cancelled twice with the Dr and duly all together and yet they still have me scheduled for my next appointment on the 15th !!!!! I already found a different provider. Duly is a joke and I’ll never refer anyone to go through duly !!! All incompetent staff and dr’s who only care about money !!!! The app sucks as well!! Takes days for staff to get back to your question and answers along with refills!!
App is
Not once in my consultation and procedure did anyone guide me through the app I shouldn’t have to data dive for a follow up consultation! I found it once. Bad app
????
Why is it that you make an appointment, you ask specifically if procedure is converted NOW o read the appointment it states we SUGGEST YOU CONTACT INSURANCE!!!! WHAT THE HECKK????? also WHY make an ointment and you the time can be changed due to your facility!!! Seriously I am trying with your medical group but I am not feeling happy or confident!!!! I would like someone to call me!!!! I have asked but my request is ignored! NO I WILL NOT RECOMMEND YOUR MEDICAL TO ANYONE INKNOW!!!!
Accessing messages
Impossible to access b/c it takes several minutes to get “code”
Scheduling & App
Horrible
Worst
I am trying to get hold of my doctors and scheduled a telehealth. Doctor never showed up. Getting appointments is a nightmare
It’s Time
After my recent visit, it’s time to change providers. I love my doctor, however I’ve had several unacceptable experiences. The staff is rude and seems to lack care or empathy. Wait times are unacceptable, but they made me feel horrible and literally stated that they could not help me because I was 8 mins late. This time around I was forgotten 2 times. It’s time.
Duly
App not intuitive. Very difficult to use.
Waste of time
Trying to get an appointment is a complete waste of time. The app is incomplete, shows that there are no appointments available
Billing
Actual healthcare is top notch outstanding, but the billing department is an absolute joke. I wait months for responses and not helpful responses, they make mistakes yet wait two months to tell me I need to jump through major hoops to fix what they screwed up. I’m beyond disappointed and irritated with this process
Confusing and difficult to use
I want to schedule a bone density scan. Cannot find links ti schedule tests
Awful place
You pay them your hard earned money and they make you wait 45 minutes to an hour to see a doctor…… why do we book appointments and the doctors are never on time
Feedback
Communication with my doctor in the app is difficult. I get a message that my prescription is denied. I send a message asking what are my next steps and nobody answers it. I guess I have to call.
Unacceptable
I have been with my doctors for quite some time and never had any issues getting in touch with their offices for any reason. Since Duly has taken over, it has been a TOTAL nightmare in getting in touch with their offices! The call center is ridiculous! I’ve had issues and have called & spoken to the call center reps, left messages and have waited up to 8 hours just to get a message from the call center just to tell me that they sent a message to the doctors office. Totally unacceptable! Duly has turned patient healthcare into a business instead of caring about the patients!
unnecessarily confusing
Texts and emails send me to the site for updates and it’s impossible to determine what has been changed/updated without carefully studying the contents of the report. Way too complicated for what should be an easy process.
Horrible
Good luck getting in touch with your physician. The former CEO mandated a centralized call center and the hold and wait times are absurd (if they even answer). This is like a health care puppy mill and docs are bailing. Run far and fast.
Useless
I don’t know what you’ve done to this app but it no longer is of any use. The app eliminates, documenting visits and summaries, the information is inaccurate, and it is impossible to communicate with the doctors without calling them and talking to them on the phone. This app no longer is of any use.
Phone Scheduling process is very inefficient, with long wait times.....
Duly leadership needs to re-engineer its telephone scheduling processes, and improve the ability utilize the Duly app to allow online appointment scheduling for radiology and cardiology procedures.....
Same questions over and over
I get asked repeatedly the same set of questions regarding insurance coverage. It is extremely tiresome!
Unacceptable Delay in Patient Communication
I am very disappointed with my experience with this Nurse Practitioner. I left three separate messages through the Duly app and received no response. After several days with no communication, I had to call the patient care facility myself to report the lack of follow-up, which felt completely unprofessional and neglectful.
Eventually, I received a response from a different provider with instructions, not from the original NP I contacted. This delay and lack of accountability did not give me confidence in the care I was receiving. Timely communication is essential in healthcare, and unfortunately, that standard was not met in this situation.
Eventually, I received a response from a different provider with instructions, not from the original NP I contacted. This delay and lack of accountability did not give me confidence in the care I was receiving. Timely communication is essential in healthcare, and unfortunately, that standard was not met in this situation.
BARELY WORKS & SLOW
When a click turns into literal days of waiting, this app is more of a problem than its worth.
In those rare moments that it works, it is a handy app. It leads to Dr.’s relying on it for communication more than patients would prefer.
That aside, my beef is that far too many times, I’ll get messages that “it can’t log me in right now”. On days I’m so lucky to be logged-in, when trying to click an appointment, or teat results, it just sits & spins, eventually stating something like it can’t get that info right now & try again later.
I kid you not, 7/8 times I access MyChart, it is a painful experience. If this were a paid consumer app, it would either be working by now or they would be out of business.
In those rare moments that it works, it is a handy app. It leads to Dr.’s relying on it for communication more than patients would prefer.
That aside, my beef is that far too many times, I’ll get messages that “it can’t log me in right now”. On days I’m so lucky to be logged-in, when trying to click an appointment, or teat results, it just sits & spins, eventually stating something like it can’t get that info right now & try again later.
I kid you not, 7/8 times I access MyChart, it is a painful experience. If this were a paid consumer app, it would either be working by now or they would be out of business.
Personal info and my chart info
Not happy at all with having to sign my name to this App so I can get my personal info to see what’s personally going on with me. Extremely saddening!
Appt. Scheduling
I have received a notice that an appointment was scheduled only for it not to show up the next day on Duly.
2/5
Not very user friendly.
Inability to schedule audiology appt.
Have left several messages to schedule an audiology appointment with no returned calls. MyChart does not allow an option to schedule this type of appt. Even attempted to call a general number only to be given the audiology number that no one answers or returns calls.
Account Balance
I keep getting a notification about an account balance. I’m a veteran, the bill needs to be submitted to the VA. But, there’s no option for me to submit a response, only an option to pay 🤦🏻♀️
Sentiment summary
81%
Positive (4-5★)
4%
Neutral (3★)
15%
Negative (1-2★)