Internet Transmission Date:
`12/22/2003
`
`International Class:
`042
`
`SPECIMEN
`
`Serial Number:
`76216175
`
`Reliable m1swers_from 1/UIWZ4-}l0lLi‘ nurse line
`
`

`
`Internet Transmission Date:
`12/22/2003
`
`International Class:
`042
`
`SPECIMEN
`
`Serial Number:
`76216175
`
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`Ask Mayo Clinic is I slrllegic resource that helps m1Ip|i'>yi!<'s Inaku
`informed health care decisions. When employees and their fanuhes
`L‘l1UUSL‘lllL‘llglll level el care luv illnesses and inlmies ever_yene li: clils
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`they pay are for necessary and appro piiaie Lrealmeiit.
`Ask i\/lnyu Clinic i'>ft'ers a widc range of services, including:
`"l‘?i2I:;§<:—l’11oiic~ used support for your ei11p1oyu:;= and ll\Cl.lf fauuhcs,
`2-1 hours a day, 365 days a year Experienced registered nurses help
`callers clmuse the right level of (are for illnesses and injuries. Ask ill»)/iv
`Cliriic nurses also answer general health questions and help callers
`understand and tellew their pliysirianls instructions.
`‘rriargzs I-*Z::e',—ln addition to the phone—ba sud Triage level services,
`Triage Pl us members receive educational materials tailored to their
`individual needs and mailed directly to their homes. This ValLlL‘—addUCl
`service gives your employees lhe reliable heallh ininrmauen Ihey need
`to llldlldgk‘ UllgumgllleditalLulltllilulls,lIIILlEv‘sf1JHLl cl net» Lllzlglltlels
`or inake litestyle eliauggs to prutect tlicir health.
`W-ziisraamst <:ails—Ymi may rlinme to line an .-lsk /lvlin/.» (Zli.'i;'r' nurse
`make a pma-zliive call to your employees" homes to welcuriie then: to
`flll‘ service. 'I he wi‘li\nvIi- (‘all nllrME will uxplam tlw sur\'ii(-, HYIb\r\(!f
`any queshmts and nffer an immediate transfer tn a triage nurse for any
`current syniptoms or conditions, Welrnme calls an an eitert-ire way to
`launrh /islr /lrlayn Flzmr and ti: maintain utilizatinn,whi\"l1 can decrease
`tlu; uiu\ecess;ii'_\' use ut luglrcest uiiiergeiuy services.
`Oinflaoiunzi ezrluauréizass mails As): ll/hiya Climr. registered nurses
`ran ma kemitbimnd valls. to support your nrgaiiizatiniis health and
`V\'L‘llTlL‘L-~' I'Ii1'tI'al'I\/Ls. Typiual ti\plL's llltllldl‘ llI'allllllL>gl‘:lllI, ivImi1liIi7atimI
`and L'l\llCl/tbeil checl\'—up reminders and car seat safety iiistriidioiis.
`Oulboiuicl ecluualiou calls are a valuable adrlilien Lu your prcvenlive
`(‘are stTat;—",;v for mamtainiiig anil inlpi-u\'ing evimliiyee health.
`
`

`
`Internet Transmission Date.
`12/22/2003
`
`International Class:
`042
`
`SPECIMEN
`
`Serial Number:
`76216175
`
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`

`
`Internet Transmission Date:
`12/22/2003
`
`International Class:
`042
`
`SPECIMEN
`
`Serial Number:
`76216175
`
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`Making in difference every day. Ask Ma;/it Cli17i(
`passinn mr hrlping pmjvlr‘. Most of our nur=os come In us’ u ilh many
`\/ears expenence 1:1 bedside nursing at Mayo Cl1nic‘s affiliated hospitals‘
`Tlicir mnlinning do<‘li<'atimI to f)u‘l"ll(‘l]1'l‘ is iwidvnl H1 H1I‘pr‘l7lT'S§l0l1fil,
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`

`
`A Mayo Clinic
`
`Reliable answers from your 24-hour nurse line
`
`

`
`Redirecting Callers to the
`Appropriate Level of Care
`
`Ask Mayo Clinic tmclrs and reports
`the level rifctzre the CflllC?'i7’IfE31Z£lP.£l to
`seek be/‘ore calling and compares it with
`our nurse's rzmipaiiit i'cc0mme7idriti071..
`
`Redirecting callers to more appropri-
`ate care (such as primriry care iiisteriri
`of the cziiiergericy riiumfiir 710714/LTg€KLf
`coiiditioiis) can result in sigiiificriiit
`cost saviii.gsf0i' empl0yci'—fiuuicd
`liealtli plans.
`
`22%
`Redirect
`to lifgliei-'
`level ofcare
`
`33%
`Agree with
`caller
`
`40% Redirect
`to lower level
`ofctzre
`
`£0 percent qfcallers are reziirected to a
`lower‘ (less ciricigciif) level qfciirc them
`their origiiial intention.
`
`Symptom Call Outcomes
`
`After spealciiig with rm Ask Mayo
`Clinic nurse, callers chose the
`
`fbllowiiig options:
`I Self-care: 33%
`I Call pi'0i:1'ricr: 30%
`I Urgent care; 23%
`I Pi'imii1'y care appoiritmeiit: 12%
`I Emergericy procedure: 2%
`
`Cullers chose primary or self-care by
`11 3:] margin over 1i1'geiit/cmcrgcricy
`CUTE.
`
`Ask Mayo Clinic
`
`Reliable LiTlSTU€7’S from your 24-hour nurse line
`
`Ask Mayo Clinic is a strategic resource that helps employees make
`
`informed health care decisions. When employees and their families
`
`choose the right level of care for illnesses and injuries, everyone benefits.
`
`Patients receive the care they need in an appropriate setting, saving
`
`them valuable time and money; payors can be confident that the claims
`
`they pay are for necessary and appropriate treatment.
`
`Ask Mayo Clinic offers a wide range of services, incl uding:
`
`'I'riage—Phone—based support for your employees and their families,
`
`24 hours a day, 365 days a year. Experienced registered nurses help
`
`callers choose the right level of care for illnesses and injuries. Ask Mayo
`
`Clinic nurses also answer general health questions and help callers
`
`understand and follow their physician's instructions.
`
`Triage PIus—ln addition to the phone—based Triage level services,
`
`Triage Plus members receive educational materials tailored to their
`
`individual needs and mailed directly to their homes. This valuoadded
`
`service gives your employees the reliable health information they need
`
`to manage ongoing medical conditions, understand a new diagnosis
`
`or make lifestyle changes to protect their health.
`
`Welcome caIIs—You may choose to have an Ask Mayo Clinic nurse
`
`make a proactive call to your employees’ homes to welcome them to
`
`the service. The welcome call nurse will explain the service, answer
`
`any questions and offer an immediate transfer to a triage nurse for any
`
`current symptoms or conditions. Welcome calls are an effective way to
`
`launch Ask Mayo Clinic and to maintain utilization, which can decrease
`
`the unnecessary use of high—cost emergency services.
`
`Outbound education caIIs—Ask Mayo Clinic registered nurses
`
`can make outbound calls to support your organization's health and
`
`Wellness initiatives. Typical topics include mammogram, immunization
`
`and child/ teen check-up reminders and car seat safety instructions.
`
`Outbound education calls are a valuable addition to your preventive
`
`care strategy for maintaining and improving employee health.
`
`

`
`compare nurse lines and we think you'll agree that Ask Mayo Clinic
`
`is in a class by itself. Every call to Ask Mayo Clinic is answered by
`
`an experienced registered nurse—no intake assistants, ”information
`
`specialists” or recorded health messages. And that’s just the beginning
`
`of the high quality, personal attention your employees will receive from
`
`Ask Mayo Clinic.
`
`Reliable health information. Ask Mayo Clinic nurses have access
`
`to the latest print and online references from Mayo Clinic, so callers
`
`receive reliable and up-to-date information. And because we are affiliated
`
`with Mayo Clinic, our nurses can consult with top Mayo Clinic specialists
`
`for complex cases. Sound nursing judgment, excellent clinical resources
`
`and a staff average of 18 years clinical experience make Ask Mayo Clinic
`
`the ideal health resource for your organization.
`
`Technology guided by clinical expertise. One of the greatest advan-
`
`tages of Ask Mayo Clinic is the algorithm—based triage software our
`
`nurses use. Based on the symptoms described by the caller, our nurses
`can choose from more than 500 algorithms to help them reach an end-
`
`point recommendation for care. The use of algorithms ensures that
`
`life-threatening symptoms will be recognized early in the conversation
`
`so the caller can be referred for treatment. Algorithms also promote
`
`consistency in recommendations from call to call.
`
`Satisfaction Survey Results
`
`As these excerpts from our satisfaction siirvey show, members have extreniely high levels of
`sntisfiiction with the nurses and with the infbrnzntinn tliey receivefrom Ask Mayo Clinic.
`
`0VGrfi“a Which 33651 describes
`Y0“? eXDefiefl¢e When You Called
`ASK Mayo Clinic?
`
`The nurse expressed a sincere
`interest in helping you with your
`concerns.
`
`33%
`Ex“’"‘’‘”/
`Very Good
`
`Gflfld
`
`2% Fair
`
`99%
`St1'onr'rl_i/ Arn'ee/
`Ag,-33°
`O
`V 1%
`
`Disngree/
`Strongly Disagree
`
`The Reassurance
`of Reliable Answers
`
`Ask Mayo Clinic oflzérs your
`employees the convenience and
`rmssumnce ofspeakiiig to n regis-
`tered nurse zuhen health questions
`and concerns arise‘ Good henltti.
`
`care decisions are biased on good
`fnforrncrtion. Ask Mayo Clinic
`nurses [l1'L?.Zl? on the resources of
`Mayo Clinic to provide reliable
`infornzntinn that helps your
`employees beconie iiifornierl health
`CflTE ($071511 l’i7.(?l'S.
`
`Night and day, Ask Mayo
`Clinic answers questions
`like these:
`
`I ll/ly baby just woke up with it
`1U2—riegreefez=er. Do we need,’ to
`go to the emergency room, or CH?!
`we wait to see our doctor in the
`
`nzornirig?
`I Is ice or heat lietterfor iny sure
`back?
`
`I How can I tell ifiny stitches
`lume become infected?
`I My doctor says I have diabetes.
`M/lzere can 1 find information
`about this conilition?
`
`

`
`Integrated products" and
`services from MMSI:
`
`I Ask Mayo Clinic 24-hour nurse line
`I Mayo Clinic Tobacco Quitline
`I Pregrrancy Care P1'ogro.m
`I Condition lvlanagement programs
`I MA/lSl Adniinistrative Serziices
`
`I M/‘\/IS l Pharmacy Benefit Services
`I Provider Network Ma1'1age1;»zent
`
`Also available through our
`affiliation with Mayo Clinic:
`I MayoClinic.com, a customized
`onlinc health information service
`I Online Health Risk Assessment
`
`I Mayo Clinic HealthQuest neu'slettci'
`I Mayo Clinic Guide to Self—Care
`I Mayo Clinic newsletters, essays,
`booklets, reference books and special
`reports
`
`Making a difference every day. Ask Mayo Clinic nurses have a
`
`passion for helping people. Most of our nurses come to us with many
`
`years experience in bedside nursing at Mayo Clinic's affiliated hospitals.
`
`Their continuing dedication to excellence is evident in the professional,
`
`personal attention they give to each caller. Here's what our clients and
`
`members say about Ask Mayo Clinic:
`
`”I have heard many, many good things about Ask Mayo Clinic. Our employ-
`
`ees are notoriousfor only telling me their problems. This is one service about
`
`which I have only heard great reports. Keep up the good zoorkl"
`—Personnel in one get, I 2,000 employees
`
`"Thank you for allowing us to use the 24-hour nurse line [Ask Mayo Clinic].
`
`It saved me from the stress of the emergency room, and reassured me it was
`
`okay to wait until morning to see my daughter's physician."
`Member comment to employer on .3 satisfacti on survey
`
`"IOne of our employees] had a need to contact Ask Mayo Clinic three times
`
`this week, and could not say enough good things about how helpful they
`
`were. She was confused and scared, and it was a comfort for us to be able to
`
`l'£’fi’..‘r‘ l‘l€f’
`
`l0 l’lI.iS SE1”Z7lC£’.. H
`
`—H1u_nan Resources inanager, ll,DDO employees
`
`"I called about my 22-year-old son who was having severe stomach pain and
`
`symptoms of the flu or food poisoning. The nurse also talked to my son and
`
`she encouraged me to take him to the ER. He had appendicitis. lt's really nice
`
`to know you can call and talk to a human being any time of the day or niglzt
`
`when you have questions about illnesses or injuries!"
`
`—Member
`
`For more information about Ask Mayo Clinic or other products
`
`and services from MMSI, call 1-888-823-2633.
`
`l\/ll\/lSl
`
`4001 41st Street NW
`Rochester, Minnesota 55901
`
`MC0000/00
`
`@2002 ,\.£MSl. All Rights Reserved. Mayo. Mayo Clinic, Ask Miyo Clinic, Mayo Clinic Tobacco
`Quitlinc are Lradcinarlcs and service marks of Mayo Foundation for Medical Education and
`Iiesealrli. Ask Mayo Cllltilfl is H product of MM§|, A Mayo Health Conipany.