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Healthcare Enrollee Shares Story of Failures and Success


Dec. 2, 2013

After two months of glitches, the Obama administration announced improvements to Healthcare.gov. The struggles with the website were felt in Central Virginia, but with the fixes to the program, some are saying the site is now more user-friendly.

Kathleen Quinn was eager to sign up for health care under the Affordable Care Act. She got up early on October 1st, the day of the launch, in hopes of finding more affordable coverage. Quinn says she encountered the site’s now-infamous errors.

"I got through a few screens and then the site would crash. I tried a few more times that day, and then really every day in October, and I would get a little further, but I wouldn't get to the enrollment section," Quinn said.

After weeks of frustration Quinn was finally able to sign up for health care in early November. With savings of $900 a month, she wanted to help her friend sign up as well. Quinn was pleasantly surprised when she logged on to the improved website.

"It was like a different website yesterday compared to what I was on in October and November," said Quinn.

Compared to the weeks it took her to enroll, Quinn said on the new site, it took about 25 minutes and was easier to navigate.

"It was very smooth. There were no delays," said Quinn. "Very intuitive to use, the screens were easy to read. It is very logically sequenced."

Quinn said while the site's previous glitches were frustrating, she hadn't expected the launch to be perfect.

"To flip it on and expect 37 million Americans to get on there and do well, it's not gonna happen. It was kind of unreal and overly ambitious."

With the new improvements, Quinn hopes more people will give the website a chance.


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