WHY GROUP HEALTH? MEMBERS SAY IT BEST
Health Care Executive Impressed with Same-Day Appointment

Robert Anderson
Member

I had my first experience as a patient of Group Health in February of 2009, and it was so positive, I want to share it.

I have a 40-year career in health care management and am currently CEO of Horizon House, a continuing care retirement community serving 500 seniors in downtown Seattle. I am always interested in the patient/client experience from the direct care perspective, as I expect Group Health is too.

My story begins with the onset of an upper respiratory infection that persisted for a week. Though I was a new member and had not yet selected a personal physician, the Group Health Consulting Nurse was able to arrange an appointment for me the same day I called with a physician at the Capitol Hill Medical Center near my home.

When I arrived at 5 p.m., I was directed to the waiting area — a comfortable, tidy, and quiet space. A cheerful assistant escorted me to an exam room shortly thereafter. Five minutes later, the physician arrived.

My physician was personable and thorough as he documented information using the computer at his side. He updated my medical profile online with my condition. He wanted to rule out pneumonia, so he ordered an X-ray online. I was surprised and pleased to learn I could have this done right away. Fifteen minutes later, I was back to see my physician who had already reviewed the X-ray report online and determined that my lungs were fine.

My physician then provided a treatment plan, including medication, which he told me I could pick up at the Group Health pharmacy on the first floor. By 6 p.m., my visit was complete. I was able to return to work the next day, and I was fully recovered in a week's time.

I compliment the efficiency and effectiveness of your systems that facilitate immediate access and thorough and well-coordinated care, resulting in a very positive patient experience. In my opinion, you are practicing some of the best principles to enhance the patient experience that I have seen anywhere: focusing on creating friendly and competent care delivered in a timely manner and aimed at protecting and enhancing health status as the primary goals. I appreciate having had this experience.

POSTED: May 2009

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