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Existing Patient Appointment Making

Posted by fitnhealthy @fitnhealthy, Jun 26 12:25pm

Newbie here -- I started at Mayo in Pain Management for spinal issues and the team was amazing and their treatments highly successful. Subsequently developed another health issue and am under care of doctor in another department. I called to make a appointment with the dr as new symptoms were developing. Was informed they needed to place an order and dr had to sign off on it. This sounded strange to me as I am an existing patient under active care with the doctor. Has anyone else experienced this?

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Mentor
Helen, Volunteer Mentor | @naturegirl5 | Jun 26 6:07pm
In reply to @colleenyoung "@naturegirl5, thanks for explaining in brief your situation. You're right, it's not the same situation as..." + (show)
@colleenyoung

@naturegirl5, thanks for explaining in brief your situation. You're right, it's not the same situation as @fitnhealthy's situation. The similarity, I think, might be drawn between the communication avenue that you took. Your husband was advised to contact the Nurse Manager and was able to find a resolution with her rather than having to contact the Office of Patient Experience. Is that correct?

@fitnhealthy, might that be an option for you?

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@colleenyoung Yes, you're correct. Instead of contacting the Office of Patient Experience at Mayo he went directly to the Urology Dept. and asked to talk with the Nurse Manager. His issue was resolved. I was present when he met with the new provider and it was a very helpful and informative appointment.

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Mentor
Sue, Volunteer Mentor | @sepdvm | Jun 27 9:33am
In reply to @fitnhealthy "@colleenyoung, being new to this portal, would you recommend I reach out to @naturegirl5? I'd be..." + (show)
@fitnhealthy

@colleenyoung, being new to this portal, would you recommend I reach out to @naturegirl5? I'd be interested in hearing how she navigated her concern.

Regarding the CT scans, they were suggested as a next step in attempt to eliminate/diagnose the underlying cause of my symptoms after having 3+ MRIs with and w/o contrast, audiology and ENT assessments at Mayo and have also seen a maxillofacial surgeon (outside or Mayo as Mayo location doesn't have this specialty, and also neuro optic assessment (also outside of Mayo ). All of these have not led us to an answer hence CT recommendation. I requested copies of outside of Mayo appts/reports be forwarded to Mayo.

Regarding the medication. Yes, it was prescribed by my Mayo doctor (Neurologist). I sent messages in portal regarding worsening symptoms/new ones and was informed by nursing team it was not a side affect of the medication and see my local neurologist/GP /ER as doctor was on vacation. When I received the call today to schedule an appointment I reconfirmed the change/worsening of symptoms and the meds conclude in a couple weeks. It's been an involved process across the board and I hope this has answered your questions.

Moving in the right direction? Yes. My overwhelming concern is the worsening of a remaining symptom and a relapse back into all of the symptom before August appointment. It's too far out to wait to discuss changes/go forward, etc., and make decision on recommended CT scans.

I do feel this is a combo of knowing how they 'work" and a definite communication issue. I use the portal as much as possible but it should not be the end all to speaking to your doctor while under active care with ongoing issue nor waiting 7 weeks.

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@fitnhealthy I understand your frustration. I have been a patient at Mayo Rochester for 12 years, seeing ENT, Oncology, Thoracic Surgery and Audiology. It has always been simple to correspond with my doctors or their secretaries when something comes up or an appointment is needed. If my doctor did not leave instruction for next appointment time, then they must check with him or her for those directions. Staff has been great about accomplishing that.
For 5 years we have been dealing with my husband's cancer via the Urology department. That is a whole different ball game. Staff has been more difficult to deal with and communication in the department was lacking. Finally, the past 6 months, when he had 4 different procedures to get done, and a different collection of surgeons, all things worked smoothly and involved 3 weekly trips to Mayo in May.
So I think that your experience is not atypical for some departments whose case load is very high. Some of the staff are rock stars at getting things done, others occasionally seem to not be able to accomplish what is needed and leave us hanging. Your delay of weeks to be seen is also typical in my experience, especially in these years post Covid. There are only so many appts to be filled, and you learn with time and help from secretarial staff just how many weeks ahead you must call or go to portal for appointment request. This doesn't help your situation, but maybe explains it some. As you already know, the care we receive at Mayo is worth the wait and some hassle to get in. I have been so fortunate to have my hero oncologist who has CALLED ME to see how I am dealing with a new drug. Im afraid there are not many MDs there with the time to do that. They have to rely on their staff, PAs, and nurses for communication. Good luck with everything.

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