Your platform is incredibly uneasy to navigate, even with your tutorial videos with a step by step video. You NEED to purchase a customer engagement solution and work on your website, mobile included.
You could start by having all the necessary to-do's be a part of the sign-up process.
Example; uploaded selfie and ID as part of the registration process. That way family trying to schedule an online visit from home doesn't take an hour and a half out of their day, trying to figure it out and still not able to schedule the visit.
Your site, mobile and web is sad and you should definitely put money into making it more user friendly. Digital transformation has not been your forte...
Reason of review: Poor customer service.
Preferred solution: Work on your website to be more user friendly.
I didn't like: Trying to navigate your website.