What do you know?
What is your process if you receive a complaint?
Mayo defines patient concerns that cannot be immediately addressed as grievances which are directed to the Office of Patient Experience.
How is the price for products disclosed to the patient, do we provide patients a retail cost and what they may actually owe?
Patients are provided a list of charges with each invoice. These charges reflect the Store's billable amount, and patients with questions related to out-of-pocket expenses and deductibles are encouraged to contact their insurance provider.
Tell me more about the compliance related education topics you receive each year?
See Annual Education Plan; includes Patient Rights, Performance Improvement, Understanding Complaints and Grievances, Providing Culturally Competent Care, and Workplace Safety.
How do you explain and provide warranty information to your patients?
It is recommended that patients check manufacturer included literature for warranty information.
How often are you doing emergency management drills?
At least once a year.
What would you do if you suspected a patient of being mistreated or abused?
Suspected or alleged abuse should be discussed with a leader. Mayo Clinic has procedures to clarify what and to whom such reports should be made.
How would you help a patient through the financial hardship process?
The MCS Business Office can help patients fill out financial assistance forms
If there were a natural disaster (like a tornado) here, tell me more about your specific role?
Staff should know how to locate the emergency management tool
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be able describe the overall action steps to be taken.
If you had a compliance question or concern, who might you reach out to?
If you see something say something. You can start with leadership, the Compliance Team, or the Office of Integrity & Compliance.
How soon do you notify a physician if you cannot fulfill a referral request.
5 days.
What are a few of the patients rights?
4 Cs - patients have the right to choose a DME supplier, complain, know the cost for products, and expect confidentiality of information.
How are you informed about insurance payor requirements and how do you keep up on what is currently changing?
Initial training is received through the Business Office and regular updates through leadership or the BO.
When setting up a knee scooter, tell me more about how what you review with the patient concerning infection control?
See Mobility Aides Customer Handbook. As needed, surfaces should be washed with soft damp washcloth. Abrasive materials or cleaners should be avoided.
How would you handle an order/prescription you receive for something that you don't provide?
Referrals for products a store doesn't provide must be placed on the Referral Log
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the ordering provider notified.
What is the Medicare timeframe for follow up letters for a patient registered grievance?
5 days to acknowledge receipt of grievance
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14 days to provide written resolution.
What would you do if your new patient does not have access to the internet to obtain the new patient information?
A physical copy of the information can be printed for the patient
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a notation of "Lacks Internet Access" is to be placed on the HDMS account.
How does your on-call process work?
24/7 call coverage is provided for patients with PAP and nebs. For those doing oxygen after hours in person services are available.
When setting up a walker at your store, tell me more about the home safety related information you cover with the patient?
See Mobility Aides Customer Handbook. Examples include: When sitting transfer to a stable chair, use on a firm level surface, use caution when adding accessories, and avoid common trip hazards.
How would you help a patient who does not speak English?
Each region has access to translation services and a 24/7 translation service call line.
How soon do you need to report a patient incident/injury? Does that change if you knew the patient was transported to a hospital for care?
Patient injuries must be reported within 72 hours. Except when a patient is known to have been transported to a hospital, these must be reported within 24 hours.
What do patients receive from the Mayo Clinic or the Store to inform them about Mayo Clinic's privacy and confidentiality policies?
Confidentiality information is provided to all new patients of Mayo Clinic in the form of a HIPAA Notice of Privacy Practices.
How are you involved in Performance Improvement?
3 Ps of PI Participation: personnel satisfaction, patient satisfaction, patient record accuracy.
Tell me more about what patients might do that could void the warranty on their products?
Examples of actions that could void a warranty would be using DME in a manner other than prescribed or trained. Could include intentional negligence in cleaning/maintaining the device.
How would you know how the Stores are doing with their annual performance improvement measures & goals?
All staff have access to the PI Dashboard through the Compliance SharePoint site.
How often are you doing performance appraisals?