Kaelo
3.3|1,531 reviews
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Anonymous
1 reviews | Active since Member
06 May 2026, 09:39
Inconvenient and unacceptable consultation process with Kaelo Health
I wish to formally express my disappointment with the consultation process I experienced with Kaelo Health. When attempting to see a doctor, I was informed that I first needed to phone in for an authorisation code. The call center agent then explained that I must consult with a virtual doctor, who would escalate my case to another doctor to call me back. Only after that call would the doctor decide if I require an in‑person consultation and issue an authorisation code. This process is unnecessarily complicated and highly impractical. I was granted time off during work hours specifically to consult a doctor, yet I am not permitted to have my phone with me at work. Expecting me to wait for a doctor’s call under these circumstances is unreasonable and defeats the purpose of being given time off to seek medical care. Healthcare should be accessible, efficient, and considerate of patients’ circumstances. The current system is not only inconvenient but also unacceptable. I urge Kaelo Health to review this process and provide a more straightforward and patient‑friendly solution.
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Replies (2)Kaelo's replyOfficial
06 May 2026, 10:09Thank you for your feedback. Please note that we take such feedback seriously and we will ensure our team looks into other ways to make your experience seamless.
Best regards,
Kaelo's reply06 May 2026, 10:09
Official
Thank you for your feedback. Please note that we take such feedback seriously and we will ensure our team looks into other ways to make your experience seamless.
Best regards,
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Anonymous's updateReviewer Update
06 May 2026, 13:59Thank you for acknowledging, but the situation has only worsened. As I explained, I am at work and cannot keep my phone with me. Exactly as I feared, the doctor called while I was busy working and my phone was locked away. I missed the call, and now I am forced to phone again, go through the automated system once more, request another call, and then wait yet again for a doctor to phone me back.This endless cycle is not only frustrating but completely impractical. Patients should not have to jump through repeated hoops just to access medical care. The process is inefficient, inconsiderate of real‑world circumstances, and frankly unacceptable. I am extremely dissatisfied with this system and urge Kaelo Health to urgently rethink how authorisations and consultations are handled.
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Anonymous's update06 May 2026, 13:59
Reviewer Update
Thank you for acknowledging, but the situation has only worsened. As I explained, I am at work and cannot keep my phone with me. Exactly as I feared, the doctor called while I was busy working and my phone was locked away. I missed the call, and now I am forced to phone again, go through the automated system once more, request another call, and then wait yet again for a doctor to phone me back.This endless cycle is not only frustrating but completely impractical. Patients should not have to jump through repeated hoops just to access medical care. The process is inefficient, inconsiderate of real‑world circumstances, and frankly unacceptable. I am extremely dissatisfied with this system and urge Kaelo Health to urgently rethink how authorisations and consultations are handled.