What would make your health care experience(s) better?

Overall, I'm most grateful for the extensive, courteous care I receive at Mayo. I cannot compare to my past experiences locally with primary care physicians and E.R visits...a total nightmare!!! Everything about Mayo is most pleasant, and even park like grounds, with ponds, and flowers, so beautifully maintained, makes my waiting time more pleasant, and soothing. I did have one on-going billing dispute, that lasted 6 months. That was quite frustrating as I needed to see my oncologist, and couldn't get billing reps to view they made a HUGE mistake. It was finally resolved, in my favor, WHEW!! All drs, except my last oncologist visit have been willing to consider any complaints outside of their department and refer Drs, and/Or tests if necessary ..never rushed me, and visually show me reports on computer. I greatly appreciate that as well. While I'll admit, I'm not one to jump into excessive testing, I feel much more secure when my Dr is willing and able to think "out of the box". Overall...very pleased with Mayo!!

Weighing in on the 'Sign your name and have a seat'-- Please don't tell me AFTER I have stood 3 deep waiting to check in for my appointment to sign your name and wait to be called. If there is only one person working the front desk and check in would run smoother to be called up to the window, then put up a Please sign in here notice.

I agree with the billing issues. We have learned, however, if we pay with a credit card, with the same accounting representative, it is easier to keep the billing issues correct.
We do get frustrated with code issues being incorrect. However that is not always Mayo’s error.

The billing reps are as polite and professional in person as our physicians and health care provider teams. We do request bills to be re issued. It may take time,but we always work it out.

On an final note: We insist on Mayo not write bills off! But go to re-coding with insurance
carrier. We want our bills properly processed and
paid !

@colleenyoung
I just completed the survey this evening. I also just had an unexpected colonoscopy this morning, so that is my experience. I very much trust my physician who performed the procedure where a polyp was removed and hemorrhoids were cauterized. Of course, the prep process is terrible; so bad it makes me never want another colonoscopy even though I will need one in a few more years. It would be great if that process could be improved, but I don't foresee that happening unless they can do reliable non-invasive colon checks. The thing that definitely needed improvement today was the timing. I was scheduled for a 10:00 am procedure, with my arrival at the surgery center scheduled for 9:00 am. I actually arrived early at 8:35 am. My husband and I sat there waiting as every other person who arrived after us was called for their outpatient surgery. At 9:30, I asked at the desk if they had forgotten me. The assistant said the doctor had been delayed 30-45 minutes. I actually was taken to the bay to get prepared for the surgery at 11:00. Everything was fine after that.

However, my husband and I had been sitting in the lobby in very uncomfortable chairs 21/2 hours. I was really suffering after the night in prep and not sleeping well. It was a situation that could have been treated differently. I know doctors sometimes have emergencies that they must attend to. In that case, the surgery center should have informed me that there would be a 45 minute delay in my procedure. My husband and I could have found a more comfortable place to wait, even our car, where I could have reclined as we waited. I am going to give my feedback to the surgery center.

Yes, turned out my oncology nurse was taken out of my network, so my ins wasn't covering her. Billing recognized this, from the get go, as I went into office in person...but frustratingly, they never corrected the problem. Then they insisted it was MY medical coverage that errored. Extremely frustrating 6 mos...but they finally acknowledged it. Not sure who I'll see next time, and I'm reviewing another oncologist dr as well.

1. Know your stuff. As part of my medical team, you must have a thorough knowledge of my cancer and of the latest developments in research, and be ready to formulate a plan of attack. If what I ask about based on my research is not familiar with you, then admit it, say you will look into it and discuss on my next consult. Better yet, you will call me!

2. Do your homework. I expect you to have reviewed my medical records prior to my appointment, talked with other doctors I have seen that day.... You’ve looked at my x-rays; you have my pathology report, labs. I can tell when you're looking at my clinical data from tests for the first time !

3. Respect my point of view. Listen to all sides thoughtfully before reaching a conclusion. With patience and finesse, I’m sure you can help me to feel confident about the plan you and I have shaped for me.

4. Don’t close your mind to new hypotheses and don’t ignore clues that might lead you toward the best results. Rid yourself of the temptation to make your day easier by delivering perfunctory care.

5. When it’s decision time, please decide! Care for me with a dogged determination to get me healthy

6. Follow up on promises and follow through on tasks. I can tell you with absolute certainty that there is no greater disappointment than realizing that you cannot rely on your doctor.

7. Please talk to me. I need your advice, comfort, and expertise; I am scared and discouraged—are you willing to take a seat, look me in the face, and answer my questions?

And yes, the front desk is key, sets the tone, pleasant, efficient on check in and scheduling on the way out...a kind word, smile...and don't call me "honey." You have my records, I am ok with you calling me by my first name or Mr. ____

This list is SPOT ON, kujhawk1978. I'd like to add another point:
8. Understand, we MUST be advocates for our own health. No one knows me like me. So if I ask about another treatment option that perhaps you hadn't mentioned, or if I say "That doesn't feel right to me" when you suggest a treatment, let's discuss. It's the only way I'll know what's best for me, not just what's the most common approach.

Kujhawk..I couldn't agree more with what you said! One thing as for myself, sometimes I feel as a patient, the dr is the smarter one...he/she has the schooling, the training, the brains to succeed, and most of all, the perseverance to continue to become a dr...I greatly respect that! That said, sometimes I feel reluctant to address some issues you mentioned...its almost like, fight, or flight. But in all actuality, I agree, they should address every symptom, look up our past medical history, and with high hopes...connect the dots. That said, we have the right to move on to another dr...another thing I find uncomfortable. As for myself, I choose my battles..whether I take this dr on, or move on.....and I pray God leads me. I thank you for your post...I couldn't have said it better!

My "rules...!"

Don’t Walk In Cold to an Appointment. To make sure I do the best thing for my individual prostate cancer (PCa), I need to educate myself.

Knowledge will empower my BS detector. When two prominent Urologists told me ADT is what I needed after my PCa recurred and did not want to talk about imagining and combining other therapies such as radiation and chemotherapy, I didn’t just have to accept their advice on faith. I knew they were offering the standard of care, treatment that was linear and sequential and destined to fail. In this case fail meant death. I wanted somebody who would bring forward treatments and combine them to overwhelm my PCa to either cure it or gain a long term durable remission. So, I did my research and decide that Mayo, the C11 Choline scan and Dr. Kwon and his medical team were in sync with what I felt was the best treatment plan. Happy to say a year later my PCa is in remission

I walk in the door ready to start the conversation at a different level. I don’t have to spend time talking about the basics, things like Gleason grade and clinical stage and what they mean. I already know. I can have an intelligent discussion about the merits of a particularly treatment for my cancer, my likelihood of being cured, and risk of side effects.

I won’t blindly accept the opinion of a specialist – Urologist, Radiologist, Oncologist...each ahs their own biases. I know that my cancer requires a team approach.