The problem-solving strategy: ignore the problem
I’ve used Kry (formerly Livi) five times over the past three years, mostly to get a sick note when I had a cold and didn’t actually need medical care as such. In those situations, the service was convenient.
Of course, when a platform has a large number of doctors, sometimes you get lucky and sometimes you don’t. Unfortunately, the one time I genuinely needed medical help, I was very unlucky.
I had acute and unusual abdominal pain and decided to contact Kry first rather than going directly to the emergency department. Looking back, that was a very bad decision. The doctor I spoke to was frankly rude. The problem was not just that he didn’t provide the treatment I was hoping for. It was his attitude. I was not listened to at all. At a time when I was genuinely in pain and worried about what was happening, I received zero empathy and zero help.
Later, I noticed that I had paid more than usual for the consultation. I found out that Kry charges additional fees for evening and weekend appointments, which was not clearly indicated at the time of payment. I contacted customer support about both the payment and the incident with the doctor (ticket #1267080).
After some time, I received a reply, but it addressed only the payment issue. I then wrote again specifically about the doctor’s unprofessional behaviour — and received no response.
At first, I thought perhaps my comment had simply been overlooked. But after receiving no response again, it became difficult to believe that this was accidental. I wrote a third time because I simply couldn’t believe that Kry could so openly ignore a customer’s complaint.
And still, nothing.
Apparently, Kry’s strategy is simply to ignore the problem. It may be convenient for the company, but it certainly doesn’t make the problem disappear for the patient.
After this incident, I never used Kry again. What shocked me most was the contrast between the image of a service that puts so much emphasis on accessibility, patient care and helping people, and the way my actual complaint was handled behind the scenes.
I understand that you cannot guarantee that every doctor will be a perfect fit for every patient. But when something goes seriously wrong, I expect a healthcare platform to at least listen to the complaint and take it seriously. In my case, that simply did not happen.