A $7 billion startup wanted to build patient-friendly healthcare. Its bet on buzzy weight-loss drugs is testing that vision.
. But many come from Ro's inexperience working with insurance companies and the other healthcare stakeholders it's long tried to avoid.
She found Ro through an Instagram ad and quickly signed up for a membership. A Ro lab test indicated that she had prediabetes, so she was eager to start treatment. Kaitlyn, who got a refund from Ro, signed up for another telehealth company's services and had an Ozempic pen within three days, she said. Three months later, she's lost about 18 pounds. Kaitlyn's complaints echo an array of issues faced by other Ro patients seeking weight-loss drugs. Insider spoke with three patients and reviewed 11 complaints filed with the Better Business Bureau of New York. Nearly all said that they paid Ro for care they never received.
Previously, Ro didn't share details about all the behind-the-scenes work it's doing for patients, hoping to shield them from the complexity of the healthcare system. But following the barrage of complaints, it plans to share more with patients"in the near future," Reitano said.
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