IndigoPoulsbo

My husband and I came in together to get Covid tested after an exposure. He was given different testing guideline information than me. The MA that did mine said I may not have waited long enough even though the exposure was 5 days ago. There was also no provider present in the building. I work for a healthcare system and I’m an RN educator and I mainly deal w scope. I’m not aware of any law allowing MAs to work without a provider in the office. There were no nurses. An MA cannot make any clinical judgement or assessments. This seems extremely dangerous to me.

Was originally told 2 hr wait time, which turned into 4.5 hrs. By the time I was seen, they were unable to provide a rapid test. I would have just waited the 1-2 days for a rapid test appointment, rather than wait 4.5 hrs for a test, that I have to wait 1-2 days to get my results. The receptionist was polite, but unable to give accurate information regarding wait time. The MA had minimal bed side manner, did not take BP and did not make eye contact once (she did not even ask/acknowledge that I was pregnant). If my insurance will be charged for a visit, vitals should expected as a basic level of care. The Nurse practitioner’s bedside manner was much better, however the overall negative experience outweighed everything positive. It all felt like a big money grab by Multi Care- you either need to provide adequate/timely care to charge for a visit, or just offer testing from an MA. It seems unethical to bill this as an actual provider visit. There was no clinical judgement required for the care that was received.

My experience was pretty good. The nursing staff and doctors were lovely. The front office Consierge was super focused on the paper work side of the house that she got short with me whenI asked her what I thought was a relevant question. I don’t think she meant to be short but when a person is not feeling well, the mantra from the providers should be “people first”. What happened was that because of my symptoms, I qualified for a rapid test. She told me that I would receive my results within 24 hours. I curiously said to her “I thought this was a rapid test” and she impatiently said: “there are a lot of people ahead of you”. I felt the comment sting a bit and pushed back by saying “you did not have to be rude/short”. She then went on to explain that the Poulsbo branch only has one testing machine. Once that was explained to me, it made sense. My point is. Is that slowing down, offering eye contact, and kindly explaining that information up front would have saved me from asking what, to her, appeared to be a dumb question. It made me feel stupid - especially because there were other guests in the lobby. I am pretty certain that the other guests standing there would have liked an answer to my question. To be fair, she was really efficient and I think she was doing a good job and her best. I am merely sharing this as “coaching & learning” opportunity - as a Consierge, she is the window to your company. What the patient sees, hears, and feels at the front desk is as powerful as the care they receive behind a closed door. The young lady that helped me has it mostly right - it would help her to always remember that each person that walks through that door has a story and, they may not know Indigo’s story. It is her job to educate and put the patients at ease. Even so, I would recommend the clinic. I realize that everyone is under a lot of stress. Thank you all for your support and help today with me and my girls.

We did 4 e-visits to be tested for covid exactly as instructed and prompted on the indigo virtual urgent care website after we went to the website to find covid testing options. One test was for me, as an employee with MultiCare needing covid test. I paid 40 per e-visit, including the employee visit. Only to get to the clinic and be told e-visits are no longer accepted for covid19 testing and we now need to make new visits for the entire family. Minus mine, but my order was never placed. We drove over an hour to get to the clinic and prepaid for these visits (as I explained, even had to pay for my employee visit) just to be told we had to do a virtual visit in clinic only. No longer online. Why did indigo.zipnosis.com PROMPT us to an e visit for covid 19 exposure AND take our money, if it would not accommodate that visit at the site? Then I'm told by billing and the MA at the front desk that I can't be helped with refunds or billing as its too complicate for both of them. I was given a fax number so I can somehow find a fax machine to write a letter and fax it out to get our money back for 4 e visits that were either supposed to be free (employee) or refunded. I know this covid testing has been a mess for indigo for nearly 2 years now. Who can even help? So difficult. What a headache when you just do what they tell you to do and it's all wrong and you're family is sick! I appreciate Jodi getting my daughter and granddaughter in quickly at least.