Klara – Patient Communication Customer Service

I cannot share enough praise for the care and attention and compassion I received from Nurse Karen and the Staff at Dr. Sanders office ! Starting with my first phone call to his office in 2019, Suzy answered all my questions and concerns with great detail and enthusiasm. Danielle also took great care in scheduling me and accommodating my questions and explaining the planning of procedures. To my most recent experience, post surgery with Nurse Karen, answering all my questions with such detail and love - early morning, late night and weekends calls and texts. You are always in touch with someone who can help you, if needed. And Dr. Sanders… I felt totally comfortable with his kind approach and his vision for me as well as hearing what I wanted. I was 100% confident in his care. I am still healing, however, I saw the results immediately and each day going forward, I see the results and they are fabulous. I did not want to look 25… rather, to look refreshed and natural. Also, I highly recommend you go to Norma’s Cottage for aftercare … they are angels. I am more than happy to give Dr. Sanders and his entire Team the highest of recommendations! And I am happy to talk to anyone about my procedures and my experience. Ask Suzy for my number. Good luck, do it, you’ll feel so much more confident and happy. Best always, Mary FitzGerald

I made a comment that I couldn’t get a call back when I left a message calling with a question or just trying to get some clarification. Usually I never got a call back! At least with Klara, I have gotten a response to my questions within a day. **The response time has changed this week. I am back to being frustrated with NO answers again! I called Friday with a problem about my pain medicines that needed a refill for the next month. For some unknown reason, my refills had been sent to a new and unknown pharmacy, even though my medical file listed my pharmacy as Walgreens in Collinsville. The new pharmacy was a small one, and didn’t have one of my medicines. They knew they could order the medicine, but there was a minimum order to deal with. Pharmacies must dispose of expired medicines, and loose money if this happens often. The owner of the pharmacy requested that I get my prescriptions at my regular pharmacy. Fine by me, since they were also more expensive. This problem happened again this month! I have been trying to get them to move my scripts using Klara, but I have been ignored since Friday. Hey! These are medicines I need to control my pain! This is not making me very happy!

Went to appointment and was extremely pleased. I have always had excellent service with Dr Ahmar. She takes time with her patients and listens to their concern. Today was the first time I saw the P.A. And she gave excellent services . Unfortunately I has three things I had come up and needed to discuss and she listened and took care of each concern. I was very impressed with her kindness and professionalism as I always receive in that office. I felt very comfortable with her and look forward to seeing the PA or the Dr. thank you so much for the great services I received. I have been seeing Dr Ahmar for over 30 years and would recommend her and assistance in a heart beat…

We are a very small office of 6 people, including the doctor. We really enjoy using Klara to talk to our patients. It’s much more personable than a 3rd party text from a robot. It’s very helpful in getting information to patient’s that is much easier accessed online. I recently set up our Patient Registration forms where the patient’s can fill them out before their appointment through Klara and I think it’s just wonderful! I’m pleased that Klara is always getting updated with new features and the staff is great at replying to our specific concerns and questions.

This app makes you jump through so many hoops to login every single time. Even with Face ID, it still requires a text message and entering birthday. And even after checking don’t ask me for 30 days it still makes you go through the verification every single time! And sometimes I had to repeat my texts and the app won’t start open to receive a response. It’s so annoying and inefficient. I’m not sure who this app is even helping.

I am both doctor and patient and I cannot stress how happy I am I decided to buy Klara. It is like night and day from when I used to call my patients for labs or was constantly getting complaints from patients because my staff never got in touch with them. It seems like even my Office Manager has more time now and is happier because she always knows what’s going on with patients. My dermatologist uses it so when I go for Botox, I get to experience the patient side as well. Really cool and less hassle

KLARA makes everything about going to the doctor so much easier!!! I hate having to call my doctor’s office for any reason because they never answer (I get it, they re really busy!). When the staff calls back, I’m always at work and can’t answer so the phone tag begins. I love being able to send a quick text to my doctor’s office using KLARA. I actually schedule my routine appointments now since it’s a quick text message. Love it!

Klara makes communication with our office incredibly easy. Patients can reach us instantly—either through the Klara app or simply by texting our main office number. No downloads, no long holds, no portals to log into. It’s fast, secure, and seamless, and has truly improved how efficiently we can stay connected with our patients. Highly recommend!

We all text- why shouldn’t Doctors and their employees? This is much quicker than waiting on the phone or being transferred to several people. It works wonderful in Dr. Hasen’s office in Naples and I think most patients and providers would be delighted to have their communication via text because it makes everyone easily accessible.

I love using Klara. It eliminates having to leave a message for a nurse in a voice mail. And you get an answer much more quickly than when a nurse has to stop what she is doing to return a call. My only complaint is having to scroll to find your birth year. I think a phone-type number system would be easier for people like me who have scroll really far back to find my birth year.

This app is really nice for communicating more quickly with my doctor. The user interface is very simple. However, I wish conversations I have between them and ones with their office staff were separable into their own message threads. When they get lumped together, it gets confusing. My doctor's receptionist ends up receiving and having to transfer some messages intended for him. Otherwise, it's a very convenient app!

I can’t tell you how much this app helps me stay on track! I have multiple sclerosis and frequently have to be reminded of MANY THINGS! Thanks to your quick responses to my questions and your explanations, I am able to remember and understand what I am required to do! Thank you! 😊

The developers are clearly thinking of the providers and not the patients experience while using this app. The multiple login authentication is incredibly frustrating. Particularly as other reviewers said because even when remember this device for 30 days is clicked the device is never remembered. This means if I’m in a back-and-forth conversation every time I look at a response I have to sign in all Over again and again and again and again . Video visits are nearly impossible to log into on the app. If I had any option at all, I would absolutely not use this. I pointed out these issues multiple times to customer service representatives at Clara and it still remains an issue. Clara clearly does not care about the user experience for patients. Probably because it doesn’t have to care. After all, I t’s the providers paying the bill. So eff the patients right? Terrible !

How am I supposed to communicate with my doctor instead of random people who work at a company her practice is now under? My health is not longer private, because everyone there can see these messages. ON TOP OF THAT - there is someone who used to have my phone number still linked to the app. When I asked for that provider to be removed, I was told that it went against HIPAA and that I would have to contact the provider myself - which, guess what - ALSO is a HIPAA issue. I’ve never been to the provider and have no way of removing them, but the biggest issues is not being able to reach my doctor without going through multiple people.. and even then my health info is visible to all of those people. Like it says in the title - this app is so bad that I’m switching to a new doctor so that I don’t have to use it anymore.

The whole "don't make me do this for the next 30 days" option for email and DOB authentication is incredibly broken. I'll log in before an appointment to make sure I'm ready, but in the 2 minutes my phone is locked while I'm waiting, it'll make me sign in all over again. It offers to use Face ID to sign in more quickly, yet after I use it (and it verifies that my face is indeed me) it'll make me enter my cell number all over again, even tho the Face ID screen already showed my number queued up. What's the point of offering to use Face ID when it does nothing? The app also gives me a lot of trouble when trying to video chat for telemedicine appointments. It's generally easy to use, but these problems are a constant issue and very frustrating.

I couldn’t be more frustrated with this medical services portal. There are always long delays in responses from “Klara front desk. The remember device for 30 days feature never works, and the sign in process takes several minutes, and it automatically signs out too quickly, requiring multiple sign-ins any time you need to speak with support staff. Delays and issues with the platform have resulted in missing my appointment multiple times. I also receive a deluge of emails and texts for every appointment, cluttering my inbox all because they can’t simple figure out making a health services app that functions well enough on its own. I’ve honestly never had an app that has caused me more frustration and anger. It’s Apple Maps circa 2010 bad.

I made an appointment with a doc who uses this app. The appointment was about a month later. I failed to add it to my calendar - I was getting on a plane and would be traveling for a month and completely blanked on that. I knew the appointment was at some point in the week after my return and should have called to confirm. That’s on me. However, every doctor I’ve ever seen (as well as my hair stylist) has sent me some sort of reminder a day or so ahead of the appointment. This one? Zippo. Again, I should have added it to my calendar immediately, but you’d think someone using such a “sophisticated” app would have a way to send out reminders of upcoming appointments. I received an automated notice that I had MISSED my appointment, however it would be nice to get notice 24-48 hours BEFORE the appointment. Lesson learned!

I absolutely hate this app. I have to enter my credentials, all of them, every single time I use the app, even though I select the box to remember me for 30 days. In an exchange with my provider, it is completely aggravating to have to enter all of that for every single exchange. Anyone in my provider’s office can see what I have written. The app does not allow me to address it to a particular person. I know from talking to staff that they have all seen what I write to my doctor. That includes the front office staff. The office I work with relies on this app. It makes even simple communications so very frustrating. So I am leaving my allergist/immunologist to work with a practitioner who has a more functional system for communications.

Don’t you love having to check your text messages, AND your email, AND put in your birthday every time you open the app, even when you say don’t do it again for 30 days? Well you’ll love this poorly designed app. I’m not too great at contacting doctors and getting information I need from said doctors, so when it gives me an entire obstacle course to go through just to see what phone number I need, it’s very discouraging and I end up putting off getting medical information and scheduling important appointments because this app feels like it needs to get you to open the worlds toughest safe every time you want to look at something so simple.

My biggest issue is that every time I attempt to sign in, I have to put my birthdate. This is after checking the box that says remember me for 30 days. I will not give the app any biometric information but it still asks if I choose that the account is mine. I submitted something to support and they didn’t seem bothered about my issue. It’s definitely a bug that they need to fix but they don’t care. It would also be helpful to have different folders for all the different people I have communicated with in the app. Wouldn’t recommend the app to anyone and have to keep using it because my doctor requires it.

The only reason this exists is, I suppose, they sold it hard to the doctors and they adopted it without mich regard to patients. Maybe it’s somehow helpful to the doctors, I don’t know. But for patients it’s a nightmare and a source of new and avoidable friction. Trivial things that would be easy without this app are now hard, e.g., you can’t search within attached pdf docs because the app doesn’t let you download them (nor does it have its own search function). As everyone else already said, the app makes you follow a lengthy, multi-step login process every time you return to it. I wish doctors would stop having me use this.

Not sure where this app was coded and tested. The app asks for a series of validation questions every time you access. Takes forever. There is an option to make your phone a trusted one and opt for face recognition login. Epic Fail. And the app logs you out within 2 minutes of idle time. Also, there is no ‘read’ notification so you don’t know when your doctors office has read your comments. I understand the need for privacy protection but this appears to have been designed under a lawyers guidance, not a doctor or a patient. Overall, pretty disappointed.

This app has been great to communicate with my doctor’s office but I don’t receive notifications that I have a message from my doctor. I have to keep opening and checking the app to see if I have a message when we are communicating back and forth. And yes I do have the settings on to receive notifications. The help bot was not helpful and I waited more than 20 minutes for human help but didn’t have time to wait longer. Next time I will just call the office instead of using the app.

Seeing that the Face ID/Verify Identity bug is still a prominent issue and haven’t been a addressed, I will leave the review as a 1-star. Please do not have our devices create “secure” log-ins if that’s not a true option. I have to go in from the very beginning each time because it kicks you out of the “Welcome Back” screen and makes you go through the process all over again. Please take into account the features you allow for the app, if you’re unable to fix that, don’t have it as an option.. It’s easier to go through the web browser on my Laptop.

For my appointment, I open klara at the correct time. The doctor could not see me or hear me, even though I gave Klara permission to access my microphone and camera. I was literally yelling and also typing messages in the box, but he was seeing and hearing absolutely nothing, so he disconnected. It turns out the klara allowed him to create a separate instance, and he was sitting there, and I was in the first instance, but Klara did not make the connection or tell him that I was in that first instance. What a failure. I’m gonna try to avoid it if it all possible.

Been using Klara for a while and it has been effective at what it does, but now it bugs out every time i use it. Notifications don’t work, it will randomly tell me my account credentials cant be found, asking for and sending codes to my phone constantly, long loading screens. The new update must be causing this because it did not happen in the past. Please fix these bugs/update, i want to continue using the app as smoothly as i have in the past. Great concept though!

Preview and demo was great and staff was friendly. Then you sign the contract which is a minimum of 1 year and everything changes. App is not a simple to set up, use and does not deliver what they said it could. One of the answers I received was “I’m sure we can do that but I’ll have to check with support on the details.” Then, “I’m sorry that just won’t work with the system.” My fault for signing too quickly. Support is laughable. Appt times are difficult to get because Fred likes his vacations and his appt windows are minimal. Do yourself a favor and find another communications system. I know I will as soon as possible.

Using the app has become extremely cumbersome. I updated and now I have to log in via the pop up window (that technically leaves the app and connects to the web) that is connecting some other 3rd party or data collection tool. & input my birthday, number, etc. Additionally, I select remember my device for 30 days and in this 1 day alone I’ve had to repeat that same process 4 times to view messages sent to me. On top of that, I’ve had to restart the app 3 times because it keeps crashing while I’m sending a message!

As others have already mentioned, the app doesn't remember you at all, and disregards the "Remember me" option. I've even set up Face ID and it recognizes me...and brings me to the login page.... At this point, the app experience is actually WORSE than just using mobile web. With mobile web, at least you get started on the birthdate verification page. On the app, it takes you through a phone number verification flow first, and only then lands on the birthdate verification page. I'll be deleting this app.

So far I can’t see how using the app is preferable to a browser on a laptop. I’m about 1000% certain the professional users on the other end aren’t using the app on a mobile device. There are several login screens which allow a user to tick some version of “remember me/don’t ask me again” box. I have these boxes checked, but the app still requires me to enter information that I told it to remember. If that’s a feature and not a bug, why?

Had an MRI week and a half ago of my back, I am in excruciating pain can hardly walk! The doctor has neglected to call me back he had the results last Thursday that’s five days after he got the results he still hasn’t gotten back to me with my results! This is inhuman to let someone continue hurting without a plan ofPossible recovery. I can’t sleep at night because of the pain and again he’s had my results for five days without a phone call. I’ve even called and left messages for him to call me and I seem to fall through the cracks with someone!

I think I’ve spent a year of my life entering my birthday on this app. Can’t say why but the “remember for 24 hrs” almost never works. I’m so grateful to be able to have this sort of contact with my doctors, but anyone navigating medical stuff know there is a lot of navigating systems and the (literal, counted) 35 times I had to enter my birthdate and authentication myself in one day while dealing with a medical crisis actually really sent me to the edge.

This app is terrible I have to enter my birth date and log in not only each time I open the app, but also multiple times in the same session. Also, I have times where I couldn’t log in at all. Telling the app to remember your device does nothing. What makes it worse is that I have 2 doctors offices that had perfectly functional messaging functions on their website prior to changing to Klara. This app is so bad and has made communication so difficult that I am seriously considering changing doctors.

This is genuinely one of the worst patient portals I’ve ever used and I frankly this feels like identity theft waiting to happen. It’s so hard to even look at the space you’re trying to type in and some of these fill in the blanks are completely inadequate for the amount of information they’re asking for. Overall it’s janky, not mobile friendly, and impossible to make edits to if you make a mistake. If you’re a provider please don’t spend your money on this product and subject your patients to this.

This is an app for messaging about your health, functionality is critical, yet this app is impossible to use. You have to re-authenticate each time you use the app, it is incredibly frustrating. It also logs out after a couple of minutes. I’m not sure if these issue contribute to what happens on the provider side, but I get no responses whatsoever. Am I supposed to just sit and wait with it open? I rarely write reviews, but feel it is important, especially when it comes to messaging about your health.

How many times must a patient “verify” themselves when using this app? It’s a brutally frustrating process. You have to verify your identity via text, then via email, THEN you have to put in your birthdate. This is acceptable when logging in for the first time, but it literally asks you EVERY TIME you open the app. Within minutes you have to go through the verification process even after clicking “remember this device for 30days.” It’s unnecessary and frustrating. It’s a painfully easy fix an intern could do.

I appreciate what you’re doing here but the amount of security on the app is absurd. I constantly have to verify and reverify my personal information, phone number, date of birth. Nobody else uses my phone. Why is this Fort Knox? Old people must hate this thing. Easier to just call the doctor for them rather than scroll back to 1942 every time they want to see what their doctor messaged them. Make it an option to reduce security at least. It my information. I should have control over how secure access is on my end.

As others have mentioned, the login process is such a pain! Every time you open the app, you have to type in your phone number, do 2fp, enter your birthday and acknowledge terms. Even if you trust the device for 30 days, it doesn’t work and you have to repeat this process for every login. Why can’t you create an account and follow standard processes like anyone else. What year is this?? This alone makes me want to find other providers for the services you provide!

Where to start? First of all, the text messages generated by the app doesn’t actually switch you to the app, it just opens a new browser window. The stay logged in for 30 days doesn’t do what it says it’ll do and you’ll have to sign in every time anyways. The video call option doesn’t open up the app but instead tries to have the call on a browser. It’s been a miserable experience using the app and honestly I think the developers have designed the app to ensure the users are miserable

I've found it's easier just to use the browser links from texts than this app. I always have to re login each time with 2 factor authentication. Also I have to re enter my phone number after clicking it. This app adds no value over the website of Klara. It's just buggy and annoying to use. Also it's worse than other patient communication apps I've used with other doctors.

I’ve been unable to communicate with my doctor for nearly a month because there’s a glitch in Klara’s system. My doctor only communicates through the app, which make this technical error even more frustrating since now I’m unable to access any messages from my doctor. Seriously, what kind of problem do you have that take more than 2 weeks to problem solve? The people along with the company who designed the app should be ashamed for such a huge failure.

Every time I log on to the app it requires authentication via phone, email, and birth date, EVERY single time. It does not remember the device, no matter what happens. No option for Face ID. I wish there was just an option to input a password instead which would be far, far easier. I prefer using all the random patient portals to this, they are far easier to log onto I would rather just keep 5-10 different passwords for all of them than use this.

Couple key issues. First, very very frequently, there are issues with audio during telemedicine visits. It is a huge issue. It happens on every device, and is most definitely a Klara issue and not a device issue. Second, the program logs me out very frequently, and I have to input my whole password again. The face identification doesn’t happen.

This is one of the most frustrating apps I have used in recent years. The application feels slow and overly complicated, with too many redirect screens and unnecessary steps just to reach basic functionality. The user interface is not intuitive, and common tasks require excessive navigation and repeated verification processes. Overall, the experience feels cumbersome rather than streamlined. After continued frustration with usability and performance issues, I ultimately stopped using the app entirely.

This app is the worst health app by leaps and bounds over its competitors. Doesn’t remember your login (even though you check “remember this device). Asks for 2-factor authentication and STILL asks for your birthday. The most difficult login ever. Oh - and no Face ID. Once you actually get there, there are no features or info; no test results, no patient info. It’s just “Messenger” with a scheduling feature. Beyond worthless. It’s bad enough that I “might” consider switching from or avoiding providers who use it.

So many login screens to get past, I select the remember me for 30 days but it doesn’t remember me for 3 seconds. In order to login I have to select “Continue” which activates my biometrics sign in, then select my provider, select myself, get a 2 step verification text and enter it, select my date of birth, check the box agreeing to terms and conditions, then sign in. That’s ridiculous. I have my biometrics and 2 step verification for a reason, which is not to have a 7 step sign on.

When I first started using this to communicate with my doctors office, a couple of years ago, it would keep me signed in. Now every time I want to communicate, within the same day!, I have to give my phone number, get a text, submit my date of birth, then be signed in. What a pain! I don’t know if they made some sort of update a while back and it broke something, but it’s awful now. Bummed!

Honest question here, what is the point of this app? I’m not trying to be facetious, but from the patient side of things the ONLY thing this app does is immediately redirect you to the website, and you have to log in and verify yourself. EVERY. SINGLE. TIME. Why in the $#!+ is there no in-app sign in option? That was the only reason I bothered to find the app and download it! Bottom line, don’t bother, just use the link in the text alert from your provider, and save yourself the frustration

I’ve had two different healthcare providers who have used this app to communicate with patients, the first being 2 years ago, and the second currently. Both times I’ve had all kinds of issues, most recently, not being able to download or print out an attached file. I was hopeful this time around I’d have a better experience, but this has proven not the case.

Having to log in every 5 minutes is a bit infuriating. Why can’t I just use Face ID to log in if you’re going to force me to log out after 5 minutes away from the app? My bank is more secure and less annoying than this app. To be clear, being able to message/text your doctor is a good thing and I like the idea in general.. but I do not like how often I have to log in. This problem persists on the web as well.