If you are experiencing a health emergency, call 911 and seek proper medical attention immediately. The document below is informational and for non-emergency situations only.
Summary
The number listed in MyChart for cancellation of a video consultation isn’t working and you may want to try 319-384-8442 instead.
UPDATE: 15 Mar 2021
This issue described below was reported to UIHC on a Friday afternoon. We received a response on Monday:
“Thanks so much for letting us know! We’ll get this fixed as soon as we can. Great catch.”
So, the response time was good — less than 24-hours within regular business hours. We plan to follow-up and confirm when the problem is fixed and will post an update here. The original support article is below.
Introduction
If you arrange for a QuickCare Telemed Provider video consultation with a doctor through the University of Iowa Hospitals and Clinics, and subsequently need to cancel the appointment, these instructions may help. This document is current as of 13 Mar 2021.
User Experience Steps
Here are the step-by-step instructions as you might experience the process within MyChart.
- In MyChart when you click on Appointment Details for your upcoming video session, you may see a message that that states: “This appointment cannot be canceled online. To cancel, please call 319-384-8500.“
- When you call 319-384-8500, you will get a recorded message indicating that the number is no longer in service with a suggestion to dial ‘0’ for the hospital operator. The recording is presumably intended for those inside the hospital who could dial ‘0’ and get the hospital operator. [Listen]
- There is another phone number you can call which is 319-384-8442. It is listed as the number for tech support if you are having trouble getting the video chat to work. You can call that number and wait on hold. The person who answers may be able to cancel the call for you, or they may need to transfer you to someone in scheduling.
Further Information
A Google search for 319-384-8500 (the number for cancellations), includes the UIHC phone contacts page with a message: “UI QuickCare – Coralville. This location of UI QuickCare will be temporarily closed for renovations starting March 13, 2017.”
So, apparently the number goes to an office that has been closed for three years. It’s not clear why all the phone calls would be routed to a number known to be out of order.
Reporting This Issue
We have attempted to contact UIHC to suggest they address this issue. Our initial effort to report the problem by clicking on the “Report an Issue With This Page” link found at the bottom of the UIHC website. That link doesn’t work, but instead goes to a page that states “Forbidden. You don’t have permission to access /bugzilla/enter_bug.cgi on this server.”
We tried to submit the issue using the UIHC Contact page. However, the submit process doesn’t work. Despite correctly entering the random CAPTCHA text, an error message states: “CAPTCHA session reuse attack detected. The answer you entered for the CAPTCHA was not correct.“
Eventually the problem was was reported within MyChart through the message system. We are awaiting a response and will update this page once we receive news of a correction to the problem.