TELUS Health Plusses and Shortcomings
This particular service has its merits. The expediency with which you can be connected with a professional is impressive, however their constraints through TELUS are truly prohibitive for patients seeking legitimate help. Although you can have a decent initial consultation conversation with a counselor, they can only offer you resources in your area (supposedly) IF those resources are available in the TELUS database. I felt like there is no semblance of legitimate advice during an initial meeting aside from delivering alternative companies/clinics for the benefit of TELUS.
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Unusable
This app is poorly designed and does not work. The Start button never loads for the chat support. It also says you can access Fitness services but there is no way to get to them, only articles.
I didn’t know I needed this
By far the best support system I didn’t know I needed. You won’t regret downloading the app.
Live chat cannot type
I opened the Live chat and I cannot click the chats box and cannot type anything in the app, I have iPhone 15. Please fix this problem as soon as possible, this app is meant to help not prevent someone from getting help, very annoying
This doesn’t help
Wdym we have to be 14 or older to chat? So 13 year olds can kill themselves?? I’m not gonna read an article if I’m depressed or giving up on life, i downloaded this app to find help not to give you my information I’m gonna kill my self because of you 🥰
Terrible app that schools are wasting money on
Counselor was unresponsive, curt, and unhelpful. Has no knowledge of campus resources and no resources or advice. I asked for help and the counselor didn’t follow up with any questions told me it would be best to just follow up with my school. Kind of a pointless app and not even sure they use real counselors. Going to follow up with my school to see if they can drop the contract and go for a better service.
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DO NOT DOWNLOAD
They clearly use chat bots and AI for the chat feature. They do not care. Do not download this app, schedule a meeting with a real counselor.
Terrible
I started the chat and once I gave general student information the support Agent immediately ended the chat. Terrible service especially for people that really need help. If your customer service agent is named Teliana end it immediately.
Why even offer a chat feature
I already have a counselor I see often, I just needed some support and reassurance. I didn’t even get to talk about what was upsetting me, the counselor claimed that’s not what the service is for; only to provide options.
I know what a fidget is, I know going to the gym helps, I know that talking to loved ones can help with stress. I am not a moron- I believe anyone with stressors in their life knows these things. I just wanted to vent, to not feel alone, not to be belittled like I don’t know that drinking water is good for mental health. God. Get some human beings who can talk like human beings, not robots spewing facts anyone could find in a mental health pamphlet.
I know what a fidget is, I know going to the gym helps, I know that talking to loved ones can help with stress. I am not a moron- I believe anyone with stressors in their life knows these things. I just wanted to vent, to not feel alone, not to be belittled like I don’t know that drinking water is good for mental health. God. Get some human beings who can talk like human beings, not robots spewing facts anyone could find in a mental health pamphlet.
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WORTHLESS
Chats are not “anonymous” as they require significantly detailed information to “create a profile” before anyone will actually provide assistance. DOES NOT ACTUALLY PROVIDE FEEDBACK OR GUIDANCE!
Chat can be extremely helpful
If you’re feeling overwhelmed by all your tasks, they can kind of help you figure out prioritization skills. The counselor I chatted with was pretty cool. He helped me break down my responsibilities into three groups of importance, and now I feel 70% less overwhelmed than before the chat. I give a 4 bc you can’t always get a “Walter” like I just did.
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Never use the chat
I told the chat I was having a bad day and they told me to kill myself, 10/10 would not recommend this app
New update is so much better!
This app is so easy to use and has so many features other than just talking with a counselor. I love the chat option. The counselor I was chatting with was so helpful and really understood what I was saying and was helpful. I just needed some support in the moment and I was glad I used it. There was an option to reach out to a peer community that was nice to see other students going through similar issues and was so nice to have a support system.
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Rude counselor
Tried to make an appointment with a counselor. The counselor immediately hung up when the appointment began, attempted to follow up and restart the call. The counselor was extremely rude in their response to me and refused to meet during the scheduled appointment slot.
Response from developer
Hi there, We are so sorry to hear about this experience and we would love an opportunity to investigate. If an appointment is scheduled, the appointment should occur at the designated time except in unforeseen circumstances (i.e. illness). We encourage you to reconnect with us so we can both investigate and also reschedule you with a new counselor. Thank you for providing your feedback and hope you are willing to give us another chance!
Counselor was sooo unhelpful
They made me feel worse
Wanna be gaslighted?
I was using this app to have someone to help me with grounding when I needed that. Many folks were helpful. The last one asked me straight away if I am reaching for the same reason. I asked “Why”, and the person said that I should go to a counselor. Well, I didn’t ask to send me elsewhere, just needed some support at the moment, the connection with another live being. I find such approach unethical and in disagreement with the service purpose: isn’t the idea behind it having access to help anytime anywhere? My case didn’t require neither counseling nor observation. However, the person I communicated with was ignorant even to ask how they can actually help me. Don’t recommend to vulnerable folks: they will experience even more pain and frustration than they had prior to the use of live chat. Nice idea, poor implementation (or maybe not right people)
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Response from developer
Hello there. We are so sorry to hear about your experience and the challenges you're facing. We would appreciate if you could submit these details at myssp.app/ca/feedback so that we can look into this specific issue further. This will help us make sure you and others have a better experience in the future.
nothing works?
the fact only half this app is functional and i can't reach half the resources definitely helps with my mental health 😍
Awkwardly Abrasive/Possible AI chatbots
Felt very difficult to approach and ask for help. The person seemed like possibly an AI with the rather clearly pre-set responses that lacked care nor thoughtfulness. It very much felt like the person on the chat was hoping to end the chat as quickly as possible, all of which felt pretty concerning, given the work involves setting up individuals struggling with mental health with strangers. It seemed concerns raised were disrespected in the sense that it was clear the chatbot/ maybe human with weak interpersonal skills did not share an understanding as to why someone might have these particular concerns (I.e. request for options for people with experience working with ASD was met with the response: “ASD isn’t a filter we use” which felt like the bot or possible human doesn’t understand why ASD would be relevant to finding a good match). You’d hope there would be some level of training to help make the intake/info gathering process as comfortable as possible.
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Useless
Terms of service states that opting out of your information being used for data collection purposes will not affect your ability to access care. However, you cannot access the chat function without consenting. Terms of service also states that you do not need to opt-in sharing with your institution, but again, you cannot access the chat feature without doing so. It seems as though the app developers just want you to accept the TOS and consent without actually reading it. After attempting to deny the opt-in/out screens multiple times, I decided I needed to talk to someone more than I cared about my information being shared with my school/collected for “research” purposes. I was then met with two useless counselors who took too long to respond and did not attempt to discuss my situation at all. Overall, this app is pretty much unusable. I would not recommend it to anyone.
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Response from developer
Hello there. Thank you for taking the time to submit feedback on our app. We believe in the importance of user choice and knowledge and can assure you that users do have the ability to use the app without consenting to data collection. We recommend that you have the most up-to-date version of the app to avoid any issues like this in the future. With regards to your chat experience, we would appreciate if you could submit these details at myssp.app/ca/feedback so that we can look into this specific issue further. This will help us make sure you and others have a better experience in the future.
Don’t Chat With These People
Really wish I read the reviews first. Trying to get help and being let down so hard just feels terrible.
