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COMMENTS FROM MINUTECLINIC, INC.
REGARDING PROPOSED AMENDMENTS TO
105 CMR 100, LICENSURE OF CLINICS
SUBMITTED TO THE MASSACHUSETTS DEPARTMENT
OF PUBLIC HEALTH
SEPTEMBER 5, 2007
I. INTRODUCTION
MinuteClinic, Inc., submits the following information for consideration by the
Department of Public Health as it reviews the proposed amendments (the “Proposed
Amendments”) to 105 CMR 100, Licensure of Clinics (the “Clinic Licensure
Regulations”).
In December 2006, representatives of MinuteClinic met with Department staff to discuss
the MinuteClinic model for the operation of retail clinics. MinuteClinic continued to
work with Department staff to obtain clinic licensure based on the Clinic Licensure
Regulations in their current form. Due to the nature of those Regulations, which do not
contemplate the MinuteClinic model, MinuteClinic requested a number of physical
environment waivers in order to implement its model. MinuteClinic truly appreciates the
knowledgeable and diligent efforts put forth by Department staff as it reviewed those
requests.
Recognizing the newness of the MinuteClinic model, and in consideration of the interest
in and concerns about the model generally, as Paul I. Dreyer, Ph.D., Director, Bureau for
Quality Assurance and Control, noted in his August 8, 2007 memorandum to
Commissioner John Auerbach and the Members of the Public Health Council (the
“Council”), the Department decided to develop new regulations specifically governing
the operations of such clinics. The Proposed Amendments seek to establish requirements
that are tailored to what the Department calls “limited services clinics.”
In the Proposed Amendments the Department focuses on the principles of accessibility,
quality of care and continuity of care. These principles, as well as affordability (which is
beyond the scope of the Department’s licensure regulations), form the foundation of the
MinuteClinic model.
The limited services clinics model is uncharted territory for the Department and for the
Commonwealth more broadly. The Proposed Amendments evidence the Department’s
recognition of the desire to bring to Massachusetts this model, which is already popular
in other states and which gives consumers the option to access limited services at times
and in locations that are convenient and fit within their lifestyle. Generally,
MinuteClinic believes that the Proposed Amendments successfully set forth a regulatory
framework within which the limited services health care delivery model may operate in
Massachusetts with appropriate Department oversight. Under separate cover,
MinuteClinic will submit specific comments on the provisions of the Proposed
Amendments.
While limited services clinics are new to Massachusetts, MinuteClinic has successfully
implemented this model in other states and has been in business for over seven years. Its
history gives MinuteClinic a perspective on the delivery model that is informed by data
and experience gleaned from years of implementing best practices in the delivery of care
through limited services clinics.
This submission provides information regarding the limited services clinic model as
implemented by MinuteClinic. It also describes how we believe the Proposed
Amendments generally complement that model through their consistency with the
elements that MinuteClinic has found to be important in providing quality health care in
limited services clinic settings. As previously noted, MinuteClinic will submit technical
comments and suggestions regarding certain details of the Proposed Amendments.
However, we want to emphasize that MinuteClinic supports the overall approach the
Department is taking to authorizing development of the model in the context of ensuring
appropriate Department oversight and safeguards.
II. THE MINUTECLINIC MODEL ADVANCES THE GOALS OF THE
PROPOSED AMENDMENTS
MinuteClinic is the pioneer and largest of the healthcare organizations offering basic
family medicine in retail locations, such as pharmacies, groceries, corporate campuses,
office towers and large retailers. As delivered by MinuteClinic, so-called retail healthcare
has been quickly embraced by consumers and is a model for innovation in healthcare,
offering a limited scope of high quality, low cost services with posted prices, appropriate
leverage of technology and prompt communication with family physicians.
MinuteClinic pioneered retail healthcare in 2000 when it opened a small number of
clinics in Minneapolis – St. Paul. MinuteClinic has since expanded nationally and as of
today operates more than 250 clinics in 21 states. There are several other companies
offering similar services, some of them quite robust. Most recent estimates by the
Convenient Care Association place the total number of retail clinics in the United States
currently at approximately 425 operated by over 20 companies. The Convenient Care
Association reports that projections suggest that there will be 700 convenient care clinics
in the United States by the end of 2007.
Consumer survey information demonstrates a desire to utilize, or continue to utilize, this
type of health care model. In a recent survey of Massachusetts residents conducted by
KRC Research (described more fully below), 69% of respondents agreed that having a
retail clinic open seven days a week in their neighborhood would give their families
better access to quality health care, and 77% of respondents would support a major
pharmacy’s plans to put a retail clinic in their community within the next year. The
popularity and growth of the limited services delivery model indicates that it is
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responding to consumers’ need for an additional access point for certain health care
services.
The way MinuteClinic provides care furthers the goals of the Department as expressed
through the Proposed Amendments, of:
Increasing Access
Delivering Quality Services
Facilitating Continuity of Care
Enabling Greater Affordability
A. Increasing Access
MinuteClinic helps address a critical access to care issue. As the Department is aware,
Massachusetts has a documented lack of adequate primary care coverage.1 Even where
people have highly functioning primary care or “medical home” relationships, often the
wait to see a caregiver is long when the needs are simple and routine. The situation is
even worse for people without primary care relationships. They often go to hospital
emergency rooms for routine, non-emergent care. According to the KRC Research
survey, 29% of respondents said they had been to an emergency room because they or
family members could not get immediate appointments for common illnesses.
As discussed in more detail under “Affordability,” below, MinuteClinic accepts insurance
coverage, including Medicare and Medicaid, as long as the payer will allow MinuteClinic
into its provider network.
The Massachusetts Health Care Reform Act, Chapter 58 of the Acts of 2006, as amended,
imposed new health insurance requirements on individuals, insurers and employers. A
principal purpose of the Act is to expand the number of people insured in the
Commonwealth by mandating insurance coverage for all Massachusetts residents - the so
called “individual mandate” that went into effect on July 1, 2007 - and redirecting
uncompensated expenditures toward premium subsidies for low income individuals.
Two new programs, Commonwealth Care (state subsidized coverage) and
Commonwealth Choice (non-subsidized), have enrolled about 160,000 individuals to
date.
The mandate for health insurance coverage and the mechanisms included in the Act to
provide for affordable coverage present both challenges and opportunities. MinuteClinic
presents one means to enhance access to care generally, especially in light of the shortage
1
See the Massachusetts Medical Society’s 2007 Physician Workforce Study, the executive summary of
which may be found on the Society’s web site (www.massmed.org). Among its various findings the study
noted that, for the first time since 2003, less than half of the respondents (43%) were able to see a physician
in a few days or less, 18% said they had to wait one to two weeks (up from 11% the year before) and fully
one quarter (25%) had to wait more than two weeks for an appointment. In the majority of cases (64%)
respondents said that the wait was a result of the physician not being able to see the patient sooner. The
statistics are not specifically with regard to the types of services provided at limited services clinics, but are
emblematic of the problem such clinics may help to address.
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of primary care physicians identified above, because of the ability of consumers who are
insured to use their coverage at MinuteClinic, as well as the ability of the remaining
uninsured in the Commonwealth to access cost-effective services at MinuteClinic sites.
While MinuteClinic will not be a substitute for a medical home, we can provide a needed
access point and encourage the appropriate use of primary care providers and the
development of a medical home relationship for our patients.
MinuteClinic clinics are conveniently situated in retail locations, CVS/pharmacy stores.
MinuteClinic plans to open approximately 35-60 locations in Massachusetts,
geographically distributed in both urban and suburban settings, with additional sites
considered as we identify the need. MinuteClinic provides care for persons aged 18
months and older. MinuteClinic sites are open seven days a week and provide services
during evening hours. Typically, the clinics are open from 8:00 a.m. to 8:00 p.m.,
weekdays, and 10:00 a.m. to 4:00 p.m., weekends. At MinuteClinic, no appointments are
needed. Patient experience at MinuteClinic is that the typical wait period is not more
than 15 or 20 minutes.
The tremendous volume of visits to MinuteClinic demonstrates that consumers appreciate
MinuteClinic as one option of accessing health care for the limited services that we
provide. MinuteClinic has provided over 1,000,000 visits to date. Patients come to
MinuteClinic for many reasons, both by choice (convenience, accessibility, emergency
room not preferred and unnecessary for the type of care needed) and of necessity
(physician office closed, extended wait for appointment at their physician’s office). In
either case, patients choose the MinuteClinic site as the way to access the health care
delivery system for the very routine matters that require prompt attention.
B. Delivering Quality of Care
The MinuteClinic model works because we define a limited scope of services and deliver
those services in an efficient manner, with highly qualified and trained clinical
professionals using the principles of evidence-based medicine to assure consistently high
quality. A list of the services that MinuteClinic typically provides is attached as Exhibit
A. MinuteClinic clearly describes and makes available on site at each facility a list of the
services that the particular MinuteClinic clinic provides. This is consistent with the
requirements of the Proposed Amendments. (Proposed Amendments, Sections
140.1001(A) and (I)(1).)
MinuteClinic is the first and only limited services clinic provider that has its sites Joint
Commission accredited. Every MinuteClinic location is Joint Commission accredited,
and we will seek and obtain such accreditation for every Massachusetts clinic location.
Our sites adhere to the national practice standards of the Institute for Clinical Systems
Improvement, the American Academy of Pediatrics and the American Academy of
Family Physicians. We follow the guidance set out in the AAFP and AMA statements on
the desired attributes for retail clinics. The key elements of this guidance are summarized
in Exhibit B. We note that the Department drafted the Proposed Amendments to comply
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with five key requirements of the AAFP recommendations regarding so-called retail
clinics.
In Massachusetts, each MinuteClinic location will be staffed by board-certified family
practice nurse practitioners who have in place collaboration or supervision agreements
with qualified physicians that fully comply with state law requirements.
If a patient desires services or presents with symptoms that require care beyond the
limited scope of services MinuteClinic provides, we make sure that proper referral
recommendations are made to appropriate providers. (Proposed Amendments, Sections
140.1001(D) and (E)(1).) If a person presents at any of our sites more than three times in
a year for the same type of issue (and we can tell this because all of our records are
electronic and all of our sites are linked) we insist on making referral recommendations
and will not provide further diagnostic or treatment services at our clinics. (Proposed
Amendments, Sections 140.1001(F).) In an emergency situation, we will contact local
emergency services and will triage patients to the appropriate hospital facility. (Proposed
Amendments, Sections 140.1001(D).)
At our existing locations - and this will be the case in Massachusetts - our nurse
practitioners use proprietary software that guides evidence-based diagnosis and treatment
for the focused scope of limited services we provide. (Proposed Amendments, Sections
140.1001(D).) Of course, our clinicians exercise their professional judgment as they deal
with each unique patient encounter, and document any need to deviate from the guidance
provided by the evidence-based software. We provide extensive initial and ongoing
internal training to our staff in professional, operations and clinical skills, and verify
competency at the end of each training session. We use NCQA guidelines for
credentialing our professional staff. MinuteClinic has developed capabilities that ensure
the consistency of its operations at all of its locations.
We are not, and have no aspirations to be, the medical home for patients who use our
services. Instead, MinuteClinic is a high quality provider for those limited services we do
provide, a fact well documented through a number of external and objective evaluations
of our services. (See below.) MinuteClinic continuously evaluates its services to ensure
our patients receive the best possible care.
The evidence shows that MinuteClinic provides high quality care. Recently, objective
third party data has been published that demonstrates the high quality outcomes that are
produced by our model. For example, in November 2006, Minnesota Community
Measurement’s 2006 Health Care Quality Report reported a 100% rating for
MinuteClinic in the treatment area of pediatric pharyngitis (sore throat) based on claims
data. This is the highest score among 60 Minnesota health care providers evaluated,
including the Mayo Clinic and large private pediatric practices. This report may be found
www.mnhealthcare.org. As another measure of the quality of care MinuteClinic delivers,
we have not had any malpractice claims since our inception, during which time we have
completed more than 1,000,000 patient visits. During our history we have recorded
patient satisfaction numbers near 100%.
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We believe that MinuteClinic is successful because we deliver consistent, high quality
care. A recent study found that 97% of patients rate the experience as excellent and over
99% would use the service again and refer family and friends to MinuteClinic.
Because the MinuteClinics in Massachusetts will be located in CVS stores, a concern has
been raised that patients may receive unnecessary prescriptions or be steered to the CVS
pharmacy to have prescriptions filled. As to unnecessary prescriptions, the evidence-
based medicine approach to practice will not permit our nurse practitioners to prescribe
unless and until the medical record demonstrates that a prescription is necessary. In fact,
the number one complaint we do receive is from patients who came to MinuteClinic
expecting a prescription and did not receive one. Further, all of our patients are
informed, through language on the prescription form, appropriate signage and personal
communication, that their prescriptions can be filled at any pharmacy of their choice.
These practices are consistent with the requirements of the Proposed Amendments.
(Proposed Amendments, Section 140.1001(H).)
C. Facilitating Continuity of Care
MinuteClinic has devoted an enormous amount of attention to the issue of continuity of
care. As noted above, all of our patient records are in electronic form and are readily
accessible, subject to privacy requirements, to all of our sites. As previously emphasized,
we are not, and do not intend to be, a patient’s medical home. However, subject to
patient consent, we can and do readily transmit medical records, electronically or by fax,
to the patient’s primary care provider. In addition, patients leave MinuteClinic with
printed summaries of their visits that they may keep for their own records and reference
and, as they choose, provide to their primary caregivers. Our practices regarding medical
records meet or exceed the requirements of the Proposed Amendments. (Proposed
Amendments, Section 140(G).)
However, approximately 30% of people who come to MinuteClinic, unfortunately, do not
have a primary care provider. To address this problem, prior to entering a new market we
identify physician practices and clinics that are willing to accept new patients and
periodically update this information. Armed with this information, we are prepared to
counsel any patient who does not have a primary care provider on the importance of
having such a relationship, and we provide these patients a list of the open practices
within the local area. MinuteClinic neither gives nor receives compensation or
preferential treatment to or from any primary care provider on the list provided to patients
in need of a referral. (Proposed Amendments, Section 140(E).) Nor do we merely hand
the patient the list. The nurse practitioner counsels patients who come to MinuteClinic
regarding the importance of having a primary caregiver relationship. We encourage all
patients to have a medical home to the maximum extent feasible.
In addition, we proactively seek out relationships within the local medical communities
in which we have our sites and welcome the benefits such relationships provide for
continuity of care and to assure that our patients receive the right follow-up. In
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Massachusetts we have already been working on establishing key relationships with local
physicians, community health centers, hospitals and other providers. MinuteClinic’s
efforts to establish such relationships in other states have been very successful.
Our experience in other states shows that, once physicians attain an understanding of the
concept and its value to consumers, physicians begin referring patients who need the
services we provide to MinuteClinic as a way to avoid unnecessary patient waits.
Furthermore, our experience in the state of Minnesota, where we have operated clinics
for over 6 years, has not shown any substantial negative impact for family physicians or
other healthcare providers.
D. Enabling Greater Affordability
MinuteClinic provides access to affordable care. A Mercer study for a large employer
showed a 30-50% savings when using a MinuteClinic site as compared with obtaining
treatment for the same symptom at a primary care office or clinic. Blue Cross Blue
Shield of Minnesota found that the cost of a MinuteClinic visit is about half that for a
physician office visit. The savings are even greater when MinuteClinic visits are
compared to visits to urgent care centers or hospital emergency rooms.
MinuteClinic often reduces the cost of healthcare for the limited services provided. Both
consumers and third party payers realize the benefits of this cost reduction.
Several studies by both independent payer and employer organizations have confirmed
the significant savings (30-50% less than a comparable physician office visit) that are
possible with this innovative healthcare delivery model. For example, a cost comparison
of checking sore throats, based on a 2005 HealthPartners Minnesota cost study and a
2005 Mercer Black & Decker study found the following cost differentials:
o Emergency room: $328
o Urgent care: $125
o Primary Care Office: $100-$122
o Minute Clinic: $59.
As noted above, the majority of patients who seek care at MinuteClinic are covered by
health insurance. MinuteClinic is considered an in-network provider and is reimbursed
by national and regional third party payers, including, Aetna, Assurant Health,
Beechstreet, Coventry, CBSA, CIGNA, Great West, Humana, Medicare, United
HealthCare, Blue Plans: Anthem – IN & OH, BCBS of MN, BCBS of TN, BCBS of NC,
Carefirst – MD, Premera BlueCross – WA, Regence Blue Shield – WA. In preparing to
open the Massachusetts clinic locations, MinuteClinic will seek to be a participating
provider in the major third party payer plans, including commercial programs as well as
Medicare and Medicaid, that cover Massachusetts residents.
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For those patients covered by health insurers for which MinuteClinic is a participating
provider, we will accept as payment the office visit co-pay indicated on the applicable
health insurance card. Patients paying cash or credit will find treatment prices
conspicuously posted outside each MinuteClinic location.
III. THERE IS SUBSTANTIAL SUPPORT AND NEED FOR LIMITED
SERVICES CLINICS
A. Massachusetts Residents Support the Limited Services Clinic Model
In July 2007, MinuteClinic commissioned KRC Research to conduct a phone survey to
obtain information about the experience of Massachusetts consumers in obtaining health
care for simple issues within the scope of MinuteClinic services, their relationship with a
primary care provider, how they obtain care when the primary care provider is
unavailable, and, generally, whether consumers would like to have the MinuteClinic
model available to them as an alternative means to obtain health care services. KRC
contacted a random sample of 504 Massachusetts residents, age 21 and older. Some key
opinions from the respondents include the following:
29% said they had been to an emergency room because they or a family
member could not get an immediate appointment for a common illness;
47% have had a common illness diagnosed by a nurse practitioner;
24% put off getting care when they or a family member were sick with a
common illness so they did not have to take the day off from work, while
23% had to miss work because they or a family member were waiting to
be treated for a common illness;
Significantly, 31% put off getting care altogether when they or a family
member were sick with a common illness.
57% were very or somewhat concerned that emergency room doctors are
spending too much time treating routine, minor medical issues (i.e., strep
throat) and not enough time treating emergencies and major medical
issues.
Although only 4% of respondents had ever used a retail clinic, 50% were
interested in using this type of service the next time they were sick with a
minor illness.
69% agreed that having a retail clinic open 7 days a week in their
neighborhood would give their families better access to quality health
care.
8
77% would support a major pharmacy’s plans to put a retail clinic in their
community within the next year.
These responses indicate that Massachusetts consumers generally are supportive of the
retail clinic model. We believe that the Department, through the Proposed Amendments,
is taking a positive step to make possible an alternative health care access point.
B. MinuteClinic Patients Praise the Services
In the end, however, once the limited services clinic model is implemented in
Massachusetts, it will be the consumers who decide whether this model addresses their
needs. While statistics about MinuteClinic’s experience and outstanding patient
satisfaction rates are impressive, the unsolicited letters that MinuteClinic receives from
satisfied patients speak volumes about the way in which we provide our services and
consumer satisfaction with those services. MinuteClinic has received hundreds of letters
and emails of praise from our patients. Attached hereto as Exhibit C are excerpts from
unsolicited letters and emails that MinuteClinic has received from people who use our
services (protected health information redacted). Consumers appreciate having the
opportunity to choose the limited services clinic model, when appropriate, for occasional,
routine health care services.
III. CONCLUSION
As implemented by MinuteClinic, the limited services clinic model provides an
accessible limited service at high quality, promotes continuity of care as much as or
better than other components of the delivery system, and is affordable.
We know that, as with any innovation especially in health care, there will be anxiety and
concerns raised about our model. But on the issues that should be of concern to the
Department of Public Health, especially quality and continuity of care, reviewing our
experience in other states will demonstrate that the limited services model, as
contemplated by the Proposed Amendments and as implemented by MinuteClinic,
successfully addresses these issues.
We all recognize that the American health care delivery system is challenged to meet the
needs of patients. MinuteClinic is not the single solution to the problem of the need for
accessible delivery of quality and affordable care in the United States, but it is one
innovative approach to filling this need.
We take great pride in the care we provide and the satisfaction of our patients.
MinuteClinic promotes access, quality, continuity and affordability in the provision of
care.
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Again, MinuteClinic appreciates the thoughtful efforts that the Department’s staff has put
into developing the Proposed Amendments. The Proposed Amendments permit
innovation, while carefully addressing the legitimate public health concerns raised about
a model that is new to Massachusetts.
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Exhibit A
The MinuteClinic Retail Healthcare Delivery Model – Scope of Services
The MinuteClinic model focuses on a limited range of common family illnesses and
provides routine services, such as the following:
Treatments and Services Vaccines
Bladder Infections Athlete’s Foot Flu (seasonal)
Bronchitis Cold Sores Hepatitis A & B
Ear Infections Deer Tick Bites Polio (IPV)
Pink Eye and Sties Impetigo Meningitis
Sinus Infections Minor Burns and MMR (Measles, Mumps & Rubella
Rashes
Strep Throat Skin Infections Pneumonia (Pneumovax)
Flu Diagnosis Minor Sunburn Tetanus, Diphtheria, Pertussis (Td,
DTap & TDaP)
Mononucleosis Poison Ivy
Pregnancy Testing Swimmer’s Ear
Wart Removal Suture Removal
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Exhibit B
Desired Attributes for Retail Clinics
AAFP and AMA
AAFP position on retail clinics
The AAFP has identified the following attributes that are important to the patient care
offered by retail health clinics. It is the individual physician’s choice whether or not to
work cooperatively with a retail clinic operation, using the following attributes as a guide
in decision-making.
1. Scope of Service -- Retail clinics must have a well-defined and limited scope of
clinical services.
2. Evidence-based Medicine -- Clinical services and treatment must be evidence
based and quality improvement-oriented.
3. Team-based Approach -- The clinic should have a formal connection with
physician practices in the local community, preferably with family physicians, to
provide continuity of care. Other health professionals, such as nurse practitioners,
should only operate in accordance with state and local regulations, as part of a
"team-based" approach to health care and under responsible supervision of a
practicing, licensed physician.
4. Referrals -- The clinic must have a referral system to physician practices or to
other entities appropriate to the patient’s symptoms beyond the clinic’s scope of
work. The clinic should encourage all patients to have a "medical home."
5. Electronic Health Records -- The clinic should include an EHR system sufficient
to gather and communicate the patient’s information with the family physician’s
office, preferably one that is compatible with the Continuity of Care Record
supported by AAFP and others.
AMA Position on Retail Clinics
AMA principles state that store-based health clinics must:
1. "Have a well-defined and limited scope of clinical services, consistent with state
scope of practice laws.
2. "Use standardized medical protocols derived from evidence-based practice
guidelines to insure patient safety and quality of care.
3. "Establish arrangements by which their health care practitioners have direct
access to and supervision by physicians.
4. "Establish protocols for ensuring continuity of care with practicing physicians
within the local community.
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5. "Establish a referral system with physician practices or other facilities for
appropriate treatment if the patient's conditions or symptoms are beyond the scope
of services provided by the clinic.
6. "Inform patients in advance of the qualifications of the health care practitioners
who are providing care, as well as limitations in the types of illnesses that can be
diagnosed and treated.
7. "Establish appropriate sanitation and hygienic guidelines and facilities to insure
the safety of patients.
8. "Use electronic health records (EHRs) as a means of communicating patient
information and facilitating continuity of care."
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Exhibit C
Excerpts from Patient Emails and Letters
Here is a compliment from a patient to our Sand Lake Road location, Orlando, FL
(received June 2006):
I would like to drop you guys a note thanking you for a wonderful service that you
provide. On ____/06 my wife went into the Sand Lake Road facility in Orlando and saw
[Practitioner]. My wife had a sore throat and was feeling generally yucky. We knew it
wasn’t serious enough for an urgent care facility and were excited to find an alternative.
MinuteClinic is a credit to the health care profession. My wife and I are fully insured and
could have gone anywhere that was open (urgent care, e.r., etc.) but we like to be
responsible users of insurance. We just needed an expert to tell my wife if she had strep
throat or a virus. [Practitioner] did just that while saving my employer and myself a great
deal of money.
My only hope is that MinuteClinic chooses to open an office closer to my house. I wish
your organization continued success.
Here is a compliment from an employer group participant and a recent patient (received
June 2006):
Thank you--we appreciate MinuteClinic working to streamline the process and make it
seamless for our members. We have received positive feedback from some of our
employees who have used MinuteClinic. Here is a direct quote:
I had a personal experience with MinuteClinic this morning and was very
impressed. I went in with sinus infection symptoms (also called “2 year old in
day care disease”).
I walked into CVS and in the back right of the store they had a very professional
looking MinuteClinic sign and waiting area. I had no wait (no appointment was
made) and immediately was seen by a very professional Family Nurse
Practitioner in a private office that was very clean and professional.
He checked my symptoms, diagnosed me with sinus infection and handed me a
script for antibiotic which I was able to fill immediately at the CVS. The entire
encounter lasted about 20 minutes including wait time for the script to be filled.
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Here is a compliment from a patient to our Roswell, GA location (received October
2006):
Dear Sirs/Madams,
I had been suffering from a sinus problem for several days, but the conditions worsened
over the weekend.
I knew I needed some antibiotics, but I absolutely dreaded the likely 2-2.5 hour ordeal of
going to my nearest “Immediate” Med clinic.
I have seen your clinics in other parts of the city and was determined to give them a try,
even though it was in another part of town. How much worse could it be right?
What a fantastic service you offer!
Absolutely none of those seemingly endless and pointless forms to fill out. (I still
have to fill them out at the “Immediate” Med even though I’ve just been there last
year.)
NO WAITING!!!!!!!!! - I couldn’t even sign in before I was being ushered into
the exam room!
Extremely professional/competent/caring staff. [Practitioner] asked a lot of
questions then actually listened!
I absolutely will be returning to a MinuteClinic the next time I need to see a doctor for
something minor.
In your future expansion plans, please consider adding one for the Marietta - East Cobb
County area.
Here is a compliment from a patient to our Franklin, TN location (received October
2006):
Dear MinuteClinic,
I was so pleased with my experience at MinuteClinic tonight that I wanted to let you
know. My [child] complained of an earache at [time] on a Friday ([DATE] CVS in
Franklin, TN), and we were leaving on a 12-hour trip the next day. We got to
MinuteClinic at [time] and didn’t even have to wait (and I could see the sign-in sheet was
almost full for that day). I even expected to have to fill out a lot of forms since we’d
never been treated there before - but there was only one. The practitioner was patient and
kind, but also got right down to business. (Thankfully my daughter was in a good mood
too.) I am so glad that MinuteClinic was there in a pinch - it seems my daughter is
ALWAYS getting sick the NIGHT we leave on our vacations! Thank you so much!
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Here is a compliment from a patient at Lake Underhill Clinic (received June 2006):
I had the good fortune to have used your minute clinic facilities at the Lake Underhill Rd
clinic today. I have been troubled with a severe ear ache over the past few days and I
could stand it no longer. I was in the vicinity of your clinic at Lake Underhill and I went
in “to try it out”.
I met [Practitioner] and must say that I was quite pleased with her demeanor, personality
and professionalism. [Practitioner] quickly diagnosed my problem, got me rather instant
relief by removing the wax buildup and prescribed an antibiotic ear drop medicine. I was
there about ½ hour.
I must say that you now have a customer and I will return when and if necessary.
Well done to your clinic and to [Practitioner].
Here is a compliment from a patient to our Fountains Plaza Clinic (received July 2006):
I would like to take this opportunity to praise one of your MinuteClinic Practitioners
(CVS Pharmacy, Sand Lake Rd., Orlando, FL). My visit to the clinic was prompted by a
servere allergic reaction to a bug bite on my foot. I was in pain and very uncomfortable.
The Practitioner was able to see me immediately and had me in and our within 20
minutes. She showed compassion and understanding and made a bad situation much
more bearable. She is truly a healer and I am grateful for her help. She is an asset to
your organization.
Here is a compliment from a patient to our Franklin, TN clinic (received October, 2006):
“I had a very positive experience at Minute Clinic in Franklin, TN a week or so ago.
I was taken care of very quickly and professionally by [Practitioner] and was diagnosed
with strep throat after a quick strep test.
After a couple of days of antibiotics, I felt 100%. I think the Minute Clinic is a
wonderful concept, staffed with caring professionals, and I’ll certainly consider Minute
Clinic in the future for myself or my family.
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Here is compliment from a Durham, NC patient (received September, 2006):
"I just wanted to take the time to let you know how pleased I was with the Minute Clinic
on Hillsborough Road in Durham, North Carolina. Last night after work I took my
younger son to the clinic, we thought he had a sinus infection. It turned out to be on viral
and did not need an antibiotic, just some nasal spray and some over the counter
medications.
I will admit that I was skeptical at taking him to someone other than his regular doctor,
but since the walk in wait time at his primary care doctor can reach over 2 hours, I
decided to give your clinic a try you now have a faithful patient that will sing your
praises!!! I was so pleased with the quality of service and knowledge of the care giver
that if the need arises we will be back.
I do hear your advertisements on the radio with the mom and sick boy and while they did
tell me about the clinic, they really do not hit on what I feel are some important reasons
to try your clinic. You might want to think about targeting the parents who work all day
and can not take time off work to run a child to the doctor for a minor illness (sinus and
ear infections, pink eye, etc.).
Take me for example: if I had taken my son to the primary care doctor last night here is
how that would of went: leave work- 4pm, pick son up at home- 430 pm, arrive at PC
clinic- 5pm, sign in and hope you are in the first 5 people, wait while they see people
with appointment, if I was lucky I would be called back to the room by 6pm, it might
then take another 20 mins to see a PA or a doctor. Leave clinic by 7pm if lucky, drive to
pharmacy wait about 30-45 minutes for prescriptions. Drive home and hope that I am
home by 8:30pm.
NOW --- because of your clinic here is how last night went..... leave work- 4:00 pm, pick
son up at home- 4:00 pm, sign in at Minute clinic- 5:15 (I took a wrong turn, or I would
of been there by 5pm) seen by staff at 5:15 and 5 seconds, finished with staff by 5:30,
walked 10 feet to pharmacy turned in prescription, got over the counter medications
while I waited, pick up prescription and was out of the store at 6:05pm, drove home and
was home by 6:30pm WOW---- I saved 2 hours of my time and my son still had time to
do his homework!! Now don’t get me wrong I LOVE our family doctor!! But for the
minor things like sinus/ear infections, pink eye, etc. We will be coming to your clinic!
This is the kind of thing that is important to working parents!!! I get up at 5:15am every
day and to then have to sit in a doctor's office for hours and not get home until 8:30pm
makes for a long day!!! Who ever came up with this Minute Clinic idea is brilliant, thank
you!!! I will be telling everyone I know about your clinic and how happy I am."
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Here is a compliment from a patient in Indianapolis (received September 2006):
"I wanted to comment on my good experience visiting Minute Clinic 9650 Allisonville
Road, Indianapolis, In 46250 on ___/06. [Practitioner] was very helpful, gave me
complete information on what I needed to know to get better more quickly and take care
of myself while I was healing. I was in and out in no time. Incredibly helpful, very good
experience. I will use MinuteClinic again, no question.
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