1. Please teach receptionists to be friendly no matter the circumstances and not to talk poorly about patients within earshot. It's rude and Advocate will lose more business because of this. I just didn't address it because I was ill. Also, instruct them not to work above their pay grade (e.g. giving advice on insurance coverage, etc.).  2. Stop making patients disclose the purpose of their visit right at the reception desk where EVERYONE can hear. If anything, let us write it on a form or use a tablet. At least attempt to care about our privacy!   3. There were two nurses physically in my room for my virtual visit. I politely excused all but one. This is overwhelming. And patients absolutely do not need unmasked, extra bodies in the room with them when they serve no purpose; abandon this practice. They should have gotten their experience/training during clinicals, not at an urgent care visit and not at my expense.   4. Remind your staff not to use terms of endearments. I find it overly familiar and condescending. Just use our names.  5. Remind your staff to provide the necessary tools AND instructions for a urine samples (ex. wipe, cup, etc.). I had to request a wipe and verify how I should urinate, which truly isn't my responsibility.   6. The NP I saw virtually was amazing! I know that Advocate did not have any providers and that she was seeing them all virtually no matter the location. She listened intensively, validated my concerns and showed empathy. We also shared a few laughs. I did notice that the staff didn't set up the virtual chat for her and no one was around when she needed a nurse to check my vitals. So, I ducked out the door to look for a nurse but didn't find one. This was not upsetting for me. I assured the NP that I was fine, not upset about the mixup but I know it impacted the NP's work: but the good thing about this lady is she was flexible and adapted to the situation. Since the nurse wasn't available, she pinged her in the chat and moved forward with our assessment until the nurse came to room. Long story short, Kelly Billingsley knows how to work under pressure (but shouldn't have to) and improvise. I felt really comfortable with her as she's knowledgeable and demonstrates care despite failures in technology (no fault of her own), lapse in communication with the staff, etc. I'd love for her to be a PCP. I've been with Advocate for years, and she's like the second person who has treated me with respect and dignity. I've been looking into other agencies, but Kelly is someone I'd stay for. Hire more people like her. 
IC Sykes