Mercy should change their name to "No Mercy". My sister went in to urgent care today in a large amount of pain and got turned away because she owes them money. I drove her down to beloit, and the doctor there told her she has a severe sinus infection. There was no asking for money, and there was nobody treating her like a large pile of garbage only because she can't afford insurance like most people these days. I will NEVER go to Mercy again, I would rather drive the extra ten miles to beloit, I don't care what is wrong with me.

Thank you nurse4u.

what is funny is that I work at Mercy and management goes through the surveys that are turned in and toss the bad ones and only keep the good ones (I have witnessed this) so if the surveys are below average think what they would be if the tossed surveys were tallied in!!!!

patmaac, It was very emotional for me to read your story. I would like to express my condolences to you.

I would just like to say on last thing regarding this article and all the posts.
Obviously there are free loders everywhere and after moving here 4 years ago I realized there are quite a lot who are residents in this city, but not everyone without Health insurance are "free loaders". I was recently a patient in the ER (The first nurse I had was WONDERFUL, the doctor had no bedside manner and the second nurse made me feel like the most irresponsible patient there) and I have NO HEALTH INSURANCE. When it comes to either payng a mortgage or for health insurance you tell me which one you'd pick! When I called to see if I could go on a payment plan I was told that I the only way that could happen is splitting my bill only over 12 months - when your bill is almost $4000 the monthly payment are astrinomical. When I asked about other options such as paying what I could and hope I wouldn't get sent to collection - they were the ones who suggested the "FREE LOADER" system. I grew up with the belief that programs like WIC and others are there for people who truely NEED it - not for people who like the convience. I am not one who truely needs it which then raises the question - why was that my only option that was the most reasonable through the hospital? Why was that their second suggestion? Maybe if these hospitals would allow payments to be made over a longer period of time we would not have as many "Free loaders".

I hardly ever respond to these blogs, but I feel that this one I must. I hear a lot of people complaining about Mercy and yes, there may be things that need fixing, but that is in ALL hospitals. If you feel that something needs fixing and you're not getting satisfaction, complain again, or try to take it to a higher level. I had a big billing issue where a Dean doctor was covering for Mercy and I had problems with the billing service. It took a while to fix and when I got my survey on my care instead of filling it out I called and spoke with the director. It was resolved and I was happy.

Before anyone asks, yes I work for Mercy. I have also worked at other hospitals in Milwaukee and had a child with a lot of medical problems so was at CHW in Milwaukee a lot. Even at a hospital that specialized in children, there were problems. The way I dealt with that is that I spoke up when I felt a problem and fought until I felt the treatment/answer was best for my child. Can doctors and others make mistakes? Yes, they're not god (even though some feel they are).

We moved here a few years ago and I went to Mercy (before I got a job there) and got great care. My son's doctor was/is great and when he was hospitalized everyone was caring and treated him with respect. When they questions re: what to do with him (how to position him, etc, due to his med problems/disabilities) instead of just assuming or being rough with him, they asked us and were very gentle. Then when he passed away and was brought to the ER, everyone was compassionate. They gave my family all the time we needed with him, covered him with a warm blanket (comforting thing for us), sent us a courtesy cart, kept checking on us, gave special attention to his little sister, etc. For that, the people in the ER have a special place in my heart.

As an employee, I am sorry that people have had problems there. I believe that it can happen anywhere, but if you're being seen or trying to be seen or are an inpatient when you have a complaint, please let the caregiver/area know your complaint immediately. If you don't and wait till you leave, then it is more difficult to try to fix.

I hope everyone has a good day. Thank you for letting me tell you my position and respecting my feelings.

Sincerely,
Patty

It breaks my heart to think that Mercy ER doesn't provide the care needed. Who documents the physician on duty? Are the physicians available, or just within phone reach? The Emergency Room is the critical point of entry and there must be qualified physicians available, not nurses or PA's. What does Emergency mean to you? From my point of view, it's critical care at the maximum.

I would like to say since 8/03 my boyfriend has been a frequent patient at Mercy due to chronic health problems. They treat him and me with respect and answer our questions;from the receptionist in the ER to the nurses and cna's on the floor to the people taking food orders. There has only been 1 doctor in the ER that I haven't liked and he is gone now. When we have needed them they have been there.

departments, people working at front desks at all health systems have good and bad days.
I'm not a "free loader" I have insurance. For those being high and mighty. Last year there was a story or warning “A possible problem with equipment used during a procedure at Mercy Hospital in Janesville has left the hospital under the microscope.
”http://www.nbc15.com/newsat11/headlines/9570967.html
If you’re having a no brainer problem to take care of Urgent care I feel is ok. To go get a prescription issued. But why would I be comfortable with my child’s life - health, or my own? my family DR from Uw Health in Madison told me “They really used bad judgment in my care” referring to-Mercy Hospital.
Talking about GM, unions, and free loaders is clouding your ability to realize the general point that Mercy is not the best care for your loved ones. I provide the best for my family.
Waving the hometown flag for a hospital is a joke. I’ve lived here for five years and already have had a bad experience. There is a new hospital coming because they must know they can provide a better service.

Over the years I have doctored at Dean, Mercy, UW, and had family in UW, Saint Mary’s, & Mercy and they all have noise and want me to pay for my services they provide. My insurance stinks and I have higher co-pays and deductibles then I would like but I still have to pay them and I don’t see anything wrong with Mercy or anyone else asking for my responsibility up front. Cabinfever is right… Try getting free service anywhere or not pay your part up front. This really does sound like a witch hunt. $88.00 - $100.00 for an Urgent Care visit is a good deal. Janesville is so negative against any big company and some of the same people complaining today are the same people that complained when companies relocate to the area, want to expand, or just bash GM if the news is slow.

All ER’s are filled with people that use them when they shouldn’t and that causes the slow wait times and long lines. But Mercy isn’t alone with that issue and must/should be working on it.

Is Dean/St Mary’s the answer??? I think not. It’s true that they just closed a hospital in Chicago because they were losing money because of the MA patients and patients not paying their bills. This is a BIG company hospital that’s coming in and NOT locally run and if you think that they will be providing services that don’t make them money or to people that don’t pay their deductibles or co-pays then think again. They are coming in to make money which will mean increased cost for all of us. If they can’t make money then they will close or sell just like they did in Chicago.

It’s time Janesville wakes up and stops bashing the Mercy’s/GM’s and other companies and their employees and work at making Janesville a better place to work and live.

ConstantComplaint...Well said! However, in your well thought out commentary, the one thing you forgot to comment on was the noise level. For those of you who don't know, hospitals are not hotel rooms. That if you're looking for peace and quiet - go to the Hilton. You'll even get a "Do Not Disturb" sign to hang on your door.
I can't believe you people actually think it should be quiet in a hospital. Hospitals are open 24/7/365. I thank God there are doctors and nurses that are willing to work "the grave shift" or holidays. I certainly wouldn't want to.

e2000:
I would like to clarify your comment. I did NOT say I was sorry that patients felt "that way." That would be belittling their feelings. I truly believe that every patient's feelings are very important and need to be addressed. I was expressing my apologies that they feel they were treated unsatisfactorily. I strive to make my patients as comfortable as possible in the hospital setting. I welcome all patients' concerns and I promise that if I have you as my patient I will address them.
I am a proud employee and RN at Mercy Hospital. I serve my patients and my community.
Best Wishes!

The times I have been a patient at Mercy, the noise didn't come from outside construction. It came from excessive visitors to a roomate or from the staff. When you are a patient, you're in the hospital for a reason. Its not a hotel for your children to have fun at. If you are going to have your kids visit, teach them some manners first and shorten their visits to a few minutes. You may feel up to seeing and hearing them, but your room mate may not. Visitors who bring in pizza, chips and alcohol for a party- wait til your friend goes home and have it there. Have some respect.

Are people going to complain about the extravagant building structure Dean is proposing; are they going to abandon the existing Riverview Clinic? I am looking forward to St. Mary's coming to Janesville; hopefully everyone who shows up to the emergency department at Mercy now with some minor and non emergent concern who never plans on paying their bills; goes over to the new hospital, it will be interesting to hear public comment. St. Mary's closed a hospital in Illinois because they couldn't make money and too many medical assistance patients.
If this community would stop crying and whining about the government, Mercy, general motors, the unions and actually support the city covernment, support schools and attempt some positive actions and communications and accept personal responsibility; this community would be a universal example for every community in the country.

It amazes me that people have unrealistic expectations, especially in this town. How dare health care costs and services are not provided free of charge. How dare Mercy eliminate Mercy In Motion since many can not afford or have transportation. How dare administrators be paid for running a health care system and getting awards. In any other corner of thic country; a hospital who receives the Baldridge Award would be elevated and the community proud. Not in Janesville, cheap shots and rumors and second hand information is passed on by generation to generation. The same people complain over and over, yet they still go to Mercy for services.
The nuns were criticized by the public when they ran the hospital. The contracted physicians that went to Beloit were criticized when they were at Mercy. Now the doctors currently in the emergency department continue to be criticized. Delays are a constant gripe because people know the emergency department must by law assess them and if you don't have insurance, a primary physician, or just do not want to pay; the emergency department is the place to go. Hey, I'm a patient and I cut my toe; I had to wait 4 hours since 6 ambulances came in but I'm going to complain. I have a sore throat or a cold or I need my addictive fix to narcotic medication; lets go to the emergency department. It is amazing that people feel they deserve the care and treatment they read on WEBMD; regardless of the education of the physicians. That medical assistance card should get you all the tests you want and a free meal for your entire family; hey the taxpayers are paying for it. I like the idea that mercy gets the negative image and is constantly bashed while no one in this community takes personal responsibility.
Going to an urgent care or emergency department expecting the treatment you want is not going to happen. How many people who think they can diagnose themselves never went to medical school. Health care is not being able to pick and choose the narcotic medication you want and there is not a pill to rid the world of the flu or cold. Go to bed, drink fluids and quit tying up the emergency departments and urgent care for people who have legitimate illnesses.
Janesville has over many, many years used Mercy Hospital as scapegoat to avoid personal responsibility and voice complaint regarding the entire United States health care system. Hey people; you are the ones who continue to reelecting the poloiticians who are unwilling to make the legal changes to make the health care industry a better system. Mercy Health System follows the laws and when Dean/ St. Mary's comes to town and the medical assistance crowd starts overrunning their emergency department; then who are the people in this community going to blame?

People need to realize that there is no such thing as free. When you come to see a doctor and have no insurance you are expected to pay. What no one has commented on is that Mercy offers a 20% discount to all self pay patients. If there wasn't so many people that come to urgent care for every little cough or tooth ache(go to a dentist) or to try and get drugs, this probably would not have come about where payment is expected upfront.

I have mixed feelings about Mercy. I was at Dean for the longest time and liked the doctors there- but the reception area were very rude. When my insurance changed, I was kinda glad to have a change. I can say I really LIKE my primary doctor. She does a wonderful job. BUT if I have my choice for major medical procedures, my family will avoid Mercy hospital if at all possible.
My husband was having really bad stomach pain, so we were going to UC. The one on th east side had closed already. So we went to the one at the hospital (since it was still located there). When we arrived, it was 15 minutes prior to the posted close time of the UC. We were told that UC was not taking patients anymore and that we would have to go through the ER. After 8 hours (of a lot of BS)and $8000 later we were told he would need to be seen by a specialist for acid reflux and scarring around the opening to his stomach. I was extremely upset that we couldn't have had this handled by UC. Could we have walked out? yes, but the pain at that time warranted him finding out if it was serious. The abundance of tests they seem to want to take is ridiculous and yes I asked- is that really necessary blah blah blah.
What bothered me too is that a test HAD to be done, only to be told that AFTER if was taken there was noone in the hospital who could read it and they would need to send it to Australia to read the results???? WHAT?
So with all that said- we will do whatever we can to go to Madison if something serious happens to us.

Last year I had a bout with ulcerative colitis. I lost 6 months of work and was the victim of Mercy's incompetence. I had to be tested 3 times for HIV that they might have "accidently" exposed me to. My doctor prescribed meds for me and failed to monitor them. My immune system went down to nothing. I ended up having my colon totally removed and guess what? Nobody at Mercy wanted to do it. Thank goodness! I ended up at UH Madison and the doctors there couldn't believe the treatment I was getting from Mercy.
Also you may have noticed that the survey reported that only 40% of the people said their room was always quiet at night. Dr. Keith Konkol's response was that the noise was due to construction. Guess what? I was in and out of the hospital 4 times in the past year and there was no construction going on at night. Or if there was I sure couldn't hear it above the din of the nurses congregating in the hall outside of my room every night- even with the door shut!

Since I am being forced to tell my whole story, here goes. I work full time but am the single mother of two children. The health care at my employer is not the 80/20 that the state hopes to have employers pay. Anyway, I am in the process of getting Badger Care. As I am waiting to hear from my case worker, I am told that I need to pay well over 100.00 to even see the UC doctor. Now, to most of you, that 100.00 is probably nothing. Well, to me, its alot. But I was told by Patient Services that if I drove down to the job center and got a letter from my case worker saying they would cover the charges, they would be happy to treat me. And if anyone has ever worked with the system, you can't just get a letter. You need to wait for your review process, etc. So, yes, I was told because I do not have insurance, I could not be seen. Then because I did not have over 100.00, I could not be seen. And no...that does not mean I am trying to get something for nothing. When I go to the store, I pay for my items. And if I had the extra cash, I would have seen a doctor that day as well.

Does this shock anyone?
I like the comment that noise is due to construction....um..hate to break it to you but even when there wasn't construction it wasn't quiet while I was there.
I wonder why there weren't any questions regarding billing. Mercy Hospital billing and clinic billing are a nightmare.....better watch that bill closely or you end up paying for the same thing over and over and over.

cabinfever: Very well said and exactly my point. Just pay for your services and you will be seen.

When does Dean plan on opening their Hospital. This does show the need for two Hospitals. Now, if we could get another cable company!

Nurse4u-that is the standard response that they teach you in Mercy orientation. "I understand you're frustrated...I'm sorry you feel that way..." I used to be a Mercy employee. They are just words unless the administration does something to change. I think the staff at Mercy is caring and competent. Unfortunately they are working in conditions that make it difficult to do their job well.

So you don't expect to pay for your services? Try going into Walmart and telling them that your kids are sick and need some Tylenol but that you aren't going to pay. It's well known that Walmart serves the Community in many ways, but do you think they're going to give it to you?
EVERYBODY can tell you a horror story about a hospital from the East to the West coast, but I have NEVER come across a community (media and residents) on such a witch hunt for their Community Health System. Shame on all of you!

Tibetrin:Long before I had medicare I had NO coverage,Mercy NEVER turned me away.Like I said if you pay what you can there is no problem.The problem is the one's that bitch abought a hospital cause they owe them money.There is help out there for the people that need it.But no it is easyer to slam a hospital if you do not have the fortitude to work with them.

delavan....you have medicare. That is insurance. I ask the same of you that I asked of notmine... if you were there when I was turned away and can explain to me and my children that we are completely wrong in what we heard, I welcome the input. But if you were not there and did not hear how we were treated, then please don't say no one will ever be turned away for lack of insurance.

First of all happycamper - The Beloit ER doctors leaving Mercy ER was a good thing, just ask the nurse that got whacked by one of the former ER doctors. The Beloit ER doctors are royally impossible to work with and arrogant, and make their fair share of mistakes..

Furthermore you need to look at the Medicare site a little better Gazette.. This is how the statistics REALLY read.. Mercy has better statistics on the patient care side, but worse on the customer service side. Beloit on the other hand has LOWER THAN AVERAGE statistics on the patient care side and BETTER THAN AVERAGE on the patient satisfaction side... The summary, you will get better care at Mercy, but they will end up ticking you off in the long run, in Beloit you will get worse care, but you will leave happy about it.. What is also interesting about these statistics is they are self reported statistics, if a hospital wanted to fake the numbers they really could. Hopefully all hospitals are using this information to improve patient care AND patient satisfaction...

where? well 'notmine', the rest of the civilized world.

Lakennedy:What is your problem?Last year my wife was takin to Mercy East(50&67)with stomack pains,turns out her appendix was abought to burst.They did operation and kept her there,All the staff was very concern.They even called after she was at home on a follow up to see how she was doing.NO Mercy will NOT turn you away if you do not have insurence.(I agree with Notmine 100%.I am on medicare and have had no problem at all.The staff is very friendly.People have got to stop going to ER with minor things,and talk to them abought payment,they will work with you.Alot of the bloggers here that are complaining are the free loaders in our community that think that they should get all there medical needs free.That is why the cost keeps going up.The ones that fill out those surveys are no doubt the ones that still have a big bill.If you work with them on payment they will work with you....................

I had a visit at Mercy. I was released to early. And mis diagnoised. I ended up into Meriter in Madison. My DR. from UW health told me they must be idiots.
I continue to keep my Dr.s from UW Health.
I wouldn't trust Mercy again. If I can avoid it.

notmine, yes they do turn you away for not having insurance. On August 27th, I tried to receive care at the UC. I was told that I would not be seen because of lack of insurance. I have tried to discuss it with the MHS but they are not returning my phone calls. If you were sitting there in the patient billing office with myself and my children and I totally misunderstood something, please explain to me. I would certainly listen.

This is so typically of Mercy. Patient surveys are below average. What do they do? Send the VP of Statistics and Lies to drum up Mercy supplied statistics over a short period of time to claim they improved in 9 out of 10 catagories. This is classic Mercy spin. Note to Javon: No bonuses for the VP of Statistics and Lies, VP of Spin, VP of Public Relations, VP of Comunity Relations, VP of Partial Truths and Outright Fibs and rehire that Studer guy.

I am an Registered Nurse at Mercy Hospital. I know that I try to strive to be a professional, compassionate, and safe member of the healthcare team. I am hearing that some of the bloggers here feel some frustration about their care that they received. I would just like to express my apologies. Best Wishes to you all!

marymac4:
Can I inquire about the type of surgery you had there?

sorry wrong story

Once again, lets make the school district correct the problems that ineffective, lazy parenting presents. Then those same parents can complain about what a poor job the school district does with their children.

ps. MERITER will treat you if you do not have any money or insurance. They are a wonderful community hospital, take the drive, its worth it.

The Malcolm Baldridge award has nothing to do with patient care, it is a business award. They have applied for it year after year after year and spent tons of man hours on the extensive process.

Mercy does not turn you away if you do not have insurance. You just have to pay for the services. You cannot expect to get care for free. Where else can you walk in, receive services and walk out without paying? Come on now.

Yep seems like only in America...the land of the free and the home of the brave....can you be treated like this for no insurance. This is something I take to heart when looking at the upcoming elections. Healthcare, healthcare, healthcare............among a ton of other things.

As a part of my job I deal with Mercy alot. They are very rude to people without health insurance. With my own eyes, I have seen them treat a friend of mine brought in by ambulance for a collapsed lung. She worked fulltime at the time and did not have health insurance nor did her husband working fulltime plus. The nursing staff made several reamrks that were very rude about her insurance status. So you are basicly subhuman if you do not have health insurance. So, I guess people without health insurance should be left to die, because they don't deserve the same consideration or treatment.

Happycamper: Thanks for the ER history refresher; I knew there was a connection between Beloit's ER doctors and Mercy but could not recall the specifics. I have never been to Mercy but also heard horror stories from the moment I moved to Janesville from Beloit. I have only needed it twice, but I continue to use Beloit's hospital for my care. Both times the staff went out of its way to make sure I had top care. Thanks, Beloit!

I think the biggest part of why Mercy is so low on the list is because of the people skills of the staff. A good portion of them need to attend customer service workshops, because that’s what we all are: CUSTOMERS.

Not to mention how you can be turned away from Mercy Easts Urgent care because you do not have insurance. No matter that you're running a fever- or that you had been running that fever for almost 2 weeks. But if you have $88.00 you can be seen. Oh, and then when you complain, you get a phone call from someone who acts as if they do not want to bother with your complaint. Yeah, that subpar score surprises me. NOT!

I agree with you all on this issue. I have been at Mercy Hospital and when I had to have tests conducted, I didn't find the staff very caring towards me. This can be a scary deal to someone who does not know what's wrong, then to have someone not seem to care what's wrong with you is just plain rude and unkind.

So far I have filled out 2 forms when my hubby was in Mercy. His so called *care* wasn't good at all. But when I voiced my concerns, all I got was a standard letter from the PR people....*we are updating our training program* blah,blah,blah. If they were really updating their training, I would not have had to fill out the send form. On the flip side, I guess some people like Mercy and some don't. I don't.

Sore throats and ear infections can be symptoms of more extensive medical conditions. Having worked in the medical profession you'd think that would be common knowledge. An ER is there for a reason. People have the right to use it at their discretion - they are the ones paying the ER FEE. Maybe if the Urgent Care wasn't worse than the ER more people would go there.

Mercy had an outstanding group running their emergency room several years ago, they were responsible for hiring, training and keeping them. To save money Jovan gave them the boot and they moved on (to Beloit)and mercy hired their own ER docs, today Mercy ER is the worst. I would travel the extra distance and time rather than go to Mercy ER!
Last year the Gazette featured the ER room in a series (because of bad reports from citizens)articles, knowing the Gazette was coming the ER hired back several Doctors to cover the ER.
I suggest the gazette visit unannounced and see the real tradegy.

I am NOT a mercy fan at all, but in their defense, I think people in general need to be educated on when it is appropriate to seek medical attention. Sore throat/ear aches, etc are not something that the ER should be used for. Generally I think the ER is over run with
many medical situations that could very easily
wait until a primary doctor is available !

With that being said, and having worked in the medical field, Mercy is the last place I would care to be treated. And I have used their services.

Maybe the care is subpar, because the employees are so over worked !!

I tend to agree with lakennedy. Mercy, to me, is beyond scarey and leaning more toward horifying. I am not from Janesville, I moved here 4 years ago, and when I asked my family (who has lived here all their lives) if they had recommmendations for hospitals and doctors and they all said: DON'T GO TO MERCY! That's scarey in itself.
I do know of many second hand accounts of botched surgeries and misdiagnosis. As for first hand accounts: A person very close to me was stubbling a lot - went to Mercy- they diagnosed an inner ear infection- gave a prescription, took it and nothing changed only got worse - went back and was rediagnosed with having a mild stroke - it continued to get worse - finally a third diagnosis: Brain Stem cancer. He died last year.
There are obviously going to be misdiagnosis in every hospital. Hospitals are run by humans and humans make mistakes - I believe the amount of mistakes made at this hospital far exceed a toreable amount of human error!

While I agree that surveys can be misleading, I do think that there is a lot to be said for personal experience. I am scared of Mercy. I have had a family member who almost died after being sent home with a ruptured appendix, and a good friend who was slaughtered by a plastic surgeon. I have wittnessed patients in the hospital, who are scared and confused, being literally screamed at by nurses, and had a very close family member of mine referred to as "the colon cancer in room _#____".
+
I realize that there are obviously people who have had excellent experiences with Mercy, I am not one of them. I'd much rather go to Beloit, Madison, or a local butcher shop than receive treatment at Mercy.

irishbychoice: Didn't Studer already work as an executive for Mercy?

And this is the hospital that just received the Malcolm Baldrige National Quality Award from the (US) National Institute of Standards and Technology (NIST). I guess they either paid enough money to the examiners or they only took the data that showed the positives and not anything negative.

I wish I could have done the survey 00000000000 rating as to the treatment at mercy walworth the medical and nurse of doctor was terrible as my surgery had to be redone at UW Madison..............

Hmmm...perhaps Mercy might consider engaging the services of the Studer Group?

The headline for this story is very misleading. I'm looking at the results on the internet right now. There are many areas where Mercy is within a point or two of the state average. Statistically, this is absolutely not significant. Second, looking at Mercy compared to others, like Meriter, the scores are consistent with others in the area.
I'll be the first to say that Mercy has room for improvement, but shame on you, Gina, and the Gazette for publishing such a misleading headline.

If I was having a major heart attack or a head trauma I would rather go to mercy hospital and not Beloit. Beloit does not have the best Doctors or they would't ship all their patients to Rockford . If they are so qualified Beloit would keep their patients.

This is only one source for this information. Healthcare consumers should not base their entire perception of a hospital only one source. The Gazette should look into following a more comprehensive story on hospital survey results.

Two concerns:

"Mercy was the only area hospital to withhold its data from the first quarter of publication."

"Last year, Mercy received the Malcolm Baldrige National Quality Award."

Why did Mercy withold the data, and why is a non-profit organization spending money to get an award? The application for those "quality" awards takes a lot of somebodies time and resources.

I'm not sure I would bet my life of the efficiency of the System, even with the improvements. I'll take Beloit health care over Janesville's any day!