When I called my allergist’s office at the Mayo Clinic to report on recent problems I’d had getting allergy shots locally – both dosing errors and a nurse practitioner’s decision to keep me out of the room when doses were being drawn up – here’s what happened:

First, when I asked why I hadn’t immediately reached a nurse when I had called from the local doctor’s office, the nurse explained clearly the circumstances under which nurses will drop everything to take such calls and when they will call back a little later in the day (in this case, within two hours).

Second, she listened carefully to my recitation of the problems I was calling about, without interrupting. It took me perhaps 10 minutes to provide a complete picture.

Third, as is almost always the case in my experience with the Mayo Clinic, she avoided criticizing anyone.  When asked about a procedure to which I was subjected that violated every written standard I’ve ever seen for allergy shots, she didn’t say, “That’s unacceptable! What were they thinking?!” Instead, she said thoughtfully, “In 25 years of practice in the field of allergy treatment, I have never seen or heard of that approach being taken.  We prefer that they not do that.”  I appreciated her taking the high road.

Fourth, she spent a great deal of time working through various alternatives and next steps.  In the end, we both agreed that the best option was for me to get shots at the Mayo Clinic.  The downsides of my making the trip to Scottsdale every month were outweighed by the benefits of getting care at a site with a better track record for accuracy, attention to detail, and communication with patients.

Fifth, she worked hard to reduce the stress she imagined would come with making the trip:  “Don’t worry if traffic patterns mean that you arrive later than you expected.  For allergy shots, we’ll fit you in.  As long as you have an appointment that day, don’t think you have to rush if traffic delays you.  You’ll get the shots.  You just don’t have to worry about this.”

Sixth, she explained what to expect:  “We never fill the syringe until the patient is in the room.  And we always have two nurses independently verify the dose.  If no other nurse is available, we go find one. We won’t give a shot without having two nurses check the dose.”

When we ended the call after more than half an hour, I was very comfortable that I knew exactly what to do next, when to do it, and how to do it, and that those actions would help improve my health.  It’s hard to ask for more than that.