Prognosis
ADHD Startup’s Business Surged, Followed by Complaints and Concerns
At telehealth startup Done, fast growth came at the expense of patient care, say employees and customers
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Mental-health startup Done grew quickly by offering online prescriptions for ADHD, touting “worry free” refills and “next day” appointments. But in recent months, an influx of patients and a focus on growth has overwhelmed the company’s clinicians and exacerbated their concerns about Done’s ability to properly look after patients.
It’s also led to a wave of customer complaints about missed refills and confusing communication. In some cases, patients have taken to airing their grievances as comments on the company’s feel-good Instagram posts – only to find their comments vanished days later.