Request for appointment

Posted by gsl346 @gsl346, Dec 19, 2020

I am reading the discussions regarding patient intake process. It is like these discussions are for another health system. And it certainly wasn’t my experience with the “central administration team” at Mayo Clinic. I initially called for an appointment. I was told I would get a call back one week later to verify things. Mayo Clinic called me back as promised. They as me why I wanted to be seen. I told them I suffered from achalasia and that I was having trouble swallowing food, and my condition was getting worse. They ask me my race. They ask me my ethnicity. They ask me for my insurance. Then they ask me about my Medicare. I am a senior citizen and disabled military veteran. Then they told me that Mayo Clinic CHARGES 15% ABOVE AND BEYOND MY INSURANCE which is United Healthcare Plan G for a VISIT!!! Now I read every comment regarding Mayo Clinic admissions and how pleasant the experience is. But none spoke to the part where Mayo Clinic ask about insurance coverage and the 15% Mayo Clinic charge. My question is: Was this a charge just directed at me? Or a charge for my illness. Or a charge for my race?

Any response from Mayo Clinic

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Hi @gsl346 and welcome. Your experience sounds disappointing to say the least and demoralizing. You are right to seek answers. I strongly encourage you to contact the Office of Patient Experience. Here is the link with the contact information (web form and telephone number) https://www.mayoclinic.org/about-mayo-clinic/patient-experience They will want to hear about this. I'm confident that the 15% charge is not related race or ethnicity. But I simply cannot imagine how upsetting that must've been to feel like it might be. Please do contact them.

You might also wish to look into these insurance resources to help you work through the insurance process with your insurer and with Mayo Clinic, which includes contact information: https://www.mayoclinic.org/patient-visitor-guide/billing-insurance/insurance

GSL, I really hope you get satisfactory resolution.

As a moderator of Mayo Clinic Connect, I can connect you with other patients who have experience with achalasia and swallowing issues. Please let me know if you're interested in connecting with others and I'll point you in the right direction.

Liked by Leonard

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Thank you for responding. And unfortunately you are correct. You have not answered my question. I appreciate the offer to connect me with other patients suffering from achalasia. But I contacted Mayo Clinic to be “connected” with a medical specialist who TREATS patients. I followed Mayo Clinic’s online process to make an appointment. And the experience being labeled “demoralizing” would be giving that central administration team member too much credit. After that experience what is clear is that there is a lack of training, compassion and understanding with Mayo Clinic’s central administration team. I say that because the team member ask me what insurance I had. I said I had United HealthCare Plan G and Medicare. That is when I was told, “you know we charge an additional 15%” above the 80% that Medicare covers and the 20% that your insurance may cover? And I ask what is the 15% for. The team member couldn’t tell me. The team member said, “contact your insurance, and they will explain it. Well I contacted my insurance. They told me any services would be covered by Medicare 80%, and United HealthCare 20% which would be 100% of Mayo Clinic’s services. What is the “additional 15%”? And if it is known then why can’t the team member explain the “additional 15%” reasoning versus discouraging potential patients. I called Mayo Clinic because I have a serious problem. Fifteen percent does not matter when my life is in danger.

Liked by Leonard

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@gsl346
If you ask why that information is required they will likely claim it's Federal law (Title VI of the Civil Rights Act of 1964) or a slew of other Federal & State laws to numerous to count. If you believe you’ll ever know the real reason or ALL the reasons this information is collected and how it's used you are dreaming my friend. But you obviously already know that. But be assured. IT IS FOR YOUR OWN GOOD! That’s the same thing the government says every time they yank another one of our freedoms away from us.
However, you are one of the lucky ones who was not rejected. Mayo refused to see my brother's grandson because I quote ”He is receiving adequate medical care.” ADEQUATE? Is six years without a diagnosis adequate? Is daily deterioration adequate? Is going from an active energetic preteen to wheelchair bound adequate? Apparently, it is to Mayo Clinic.
Congratulations on your appointment,
Jake

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@gsl346

Thank you for responding. And unfortunately you are correct. You have not answered my question. I appreciate the offer to connect me with other patients suffering from achalasia. But I contacted Mayo Clinic to be “connected” with a medical specialist who TREATS patients. I followed Mayo Clinic’s online process to make an appointment. And the experience being labeled “demoralizing” would be giving that central administration team member too much credit. After that experience what is clear is that there is a lack of training, compassion and understanding with Mayo Clinic’s central administration team. I say that because the team member ask me what insurance I had. I said I had United HealthCare Plan G and Medicare. That is when I was told, “you know we charge an additional 15%” above the 80% that Medicare covers and the 20% that your insurance may cover? And I ask what is the 15% for. The team member couldn’t tell me. The team member said, “contact your insurance, and they will explain it. Well I contacted my insurance. They told me any services would be covered by Medicare 80%, and United HealthCare 20% which would be 100% of Mayo Clinic’s services. What is the “additional 15%”? And if it is known then why can’t the team member explain the “additional 15%” reasoning versus discouraging potential patients. I called Mayo Clinic because I have a serious problem. Fifteen percent does not matter when my life is in danger.

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@gsl346, I hope you will contact the Office of Patient Experience. They are there to help facilitate getting the answers you deserve. Here's how to contact them https://www.mayoclinic.org/about-mayo-clinic/patient-experience

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