Mercy Sleep Medicine

If I could give separate ratings, I’d give the staff 5 stars and the system 1 star — which averages out to the experience I’m posting here. I recently went through the sleep-study process with Mercy in St. Louis, and while the clinical staff themselves were kind and helpful, the system around them is one of the most uncoordinated and inefficient processes I’ve ever dealt with in healthcare. Before my appointment, I received four separate phone calls from Mercy to confirm. On three of those calls, I asked about paying my $25 balance in cash, and three different employees all told me cash was fine. But when I arrived, the office told me they don’t accept cash at all. I wasn’t upset about paying with a card — I was upset that no one in the system seemed to know their own policies. The left hand and the right hand are clearly not communicating. Once I actually got in the door, the respiratory tech who helped me pick up the home sleep device was fantastic — kind, patient, and very informative. The problem is everything leading up to and following this point. Communication is slow and inconsistent. Public reviews for Mercy Sleep Center in St. Louis show the same pattern: – patients having difficulty getting calls returned, – multi-week delays for results, – appointment availability pushed out months, – staff who are good in person but unreachable afterward. There are only a handful of actual sleep-study reviews online for Mercy St. Louis, but the ones that exist mirror what I experienced: Some people had great sleep-techs, but many struggled with delays, lack of follow-up, or confusion about next steps. Returning the equipment is another example of poor system design. Unlike other health systems (BJC, for example), Mercy does not have a drop-box for home sleep study returns. Instead, you have to physically wander through the halls to find the correct office — something no patient should have to do. This is a basic convenience every other system seems to understand. And then you’re told that once the study is returned, you’ll hear back in 2–3 weeks. Combined with the long booking delays and miscommunication, this means the entire process ends up taking months. In my case, it will be nearly seven months from referral to results — an outrageous timeline for a standard diagnostic test. For context, Mercy’s Saint Louis Sleep Center currently holds an average rating below 3 stars on public platforms, and many of the negative reviews cite the same problems: – long wait times – no returned calls – confusing instructions – administrative staff giving conflicting answers – breakdown in communication between departments Meanwhile, the few positive reviews praise the same thing I experienced: the individual techs who know what they’re doing once you finally get to them. My summary: • The clinical staff are great. • The administrative system surrounding them is disorganized, slow, and not designed with the patient in mind. • Communication is inconsistent and often inaccurate. • The process is far too long for something that should be straightforward. I truly wish my insurance allowed me to use another sleep center. Mercy South never even called me back after my referral — and even after leaving a one-star review about their non-responsiveness, I still heard nothing. So I had no choice but to use the Ballas location. I don’t blame the employees — the people I met were kind and competent. But the system they work under is one of the most frustrating, uncoordinated, and inefficient processes I’ve experienced in twenty years of healthcare work. If you’re coming here for a sleep study, be prepared for delays, repeated calls, inconsistent information, and a long timeline. Once you finally get inside, the care is good — but getting there is the real challenge.

Why does no one answer the phone? I leave messages and no one calls me back. This is my second time getting a referral, because NO ONE picks up the phone!! I wish I could leave zero stars. Hire people that care.

Referred for an at-home sleep study by neurologist. They were able to get me in within a couple weeks of my initial referral. Initial appointment to pick up equipment, all staff I encountered were wonderful. Wish I would've gotten the name of the woman who assisted me at this appointment. She was extremely thorough and ensured I knew exactly what I needed to do to attach the equipment at home. I was then given further instructions for any questions or concerns during non business hours. Drop off of equipment was quick and efficient. I have already recommended a family member as the process was seamless.

I'm really surprised at how poor the communication is here and lack of urgency on anyone's part. The woman who set me up for my in home test was outstanding but she was the only one. Getting hold of them is near impossible, and don't expect a call back for at least 48 hrs. When they call they are friendly. The doctor who I was assigned to only has appointments 3x a month. He has no other office hours anywhere else. When you do get your report back via the portal, you don't hear from the for a while, they called me 2 days after is showed up on my portal. The woman who called was cold and either couldn't or just didn't feel interested in answering my questions. Other than telling me I had "very severe obstructive sleep apnea". She just read the summary that I read on the portal. Told me someone would be coming out to my home to set up my CPAP, that was it. Been over a week and still haven't heard from anyone. My follow up appointment with the doctor is 3 months away because he's only there 3x a month so...yeah. I asked what should I do if I have any issues with the CPAP. She said call us...eye roll. Not a lot of confidence here. Shame on Mercy.

My 6 year old son had his sleep study last night. Our tech Kurt was so amazing. He was so nice and talked us through every thing. My son really liked him. The bed I slept in was comfortable and my son did so well during the night. Super friendly staff and very clean and comfortable rooms. Highly recommend this sleep center.