Patient and Visitor Conduct: How to respond to inquiries regarding personal attributes of staff - Part 1

Example Scripts for Inquiries Regarding Personal Information on Providers

If a patient calls and requests care from a physician based on their race, religion, gender, or any other personal attribute, explore and redirect:

• “All Mayo Clinic staff are credentialed and licensed to practice in the State of __________. One of our core principles is that we treat everyone in our diverse community with respect and dignity. We are confident in Dr. _________’s character and clinical skills.”
• If they continue to pursue the question, the following follow-up message can be employed:
  “Mayo Clinic does not share personal information regarding staff.”
  “If you would like to pursue this further, I would be happy to transfer your call to my supervisor."
• “All Mayo Clinic team members are very qualified. Our top priority is that you receive the best care and I know that our team members can provide that.”
• “This team is not what you anticipated, and it concerns you to have (problem/person). With your help, I’d like to think about how we can (fix this problem) (help NAME feel better).”
• “Let’s make sure we’re focused on doing what’s best for you.”
• “I’m worried about you/your child. With your help, I would like to focus on how we can help you/him/her.”
• “We want to provide you with excellent care and believe that (name) is the right person to do so.”
• “I would trust this physician/nurse/therapist etc. to care for my own child/family member.”
• “I agree with this physician/nurse/therapist etc. What other questions do you have?”
  “We are here to help you as a team. We do not change (doctors, nurses, etc.) because of their (race, ethnicity, religion, etc.).”