Five stars for the doctors, nurses, and nearly every employee who interacts with patients. They are professional, caring, and clearly doing their best, which is great. One star for the administration responsible for the policies and procedures around communication, billing, and information gathering. Too many of those processes create unnecessary work for both patients and staff, ultimately hurting the overall quality (again, the care is great).I no longer fill out your surveys--not because I don't want to recognize your outstanding employees, but because it is way too much (and I think your employees know it).So... if this feedback reaches the administrators who constantly talk about accountability, yet seem to not understand how to actually be accountable. The ones that constantly talk about accountability, believing it is solved with discussions refined into solutions that indeed they execute on, but those solutions provide little to no value. That's fine but it mean little to nothing if it doesn't actually improve the experience. Let me offer a few suggestions. Updating insurance or personal information should average under three minutes and rarely exceed ten. Stop making patients navigate endless phone menus, Stop! requiring the same information in both the automated system and a live agent. Stop making people wait while routine information is verified--and why do you need that additional information. Understand that the whole purpose of having an ID! is to identify the person and then you have all the additional information. Once a patient has been properly identified, move on and stop wasting the patient's time.I know this is possible because we have simply gotten worse and worse at doing what should be easy. I--and many others--believe it has nothing to do with getting better. It has everything to do with someone trying to show their worth (or lack of it) by creating an unnecessary process. read more