Welcome to the QA Welcome to the QA LuncheonLuncheon

May 8May 8thth 2002 2002

• Introductions - Please sign-in!Introductions - Please sign-in!• Current SHAB projects - a quick briefingCurrent SHAB projects - a quick briefing• Review of overall results of recent Review of overall results of recent

Evaluations PeriodEvaluations Period• Small group meetings with SHAB Small group meetings with SHAB

members & staffmembers & staff

This Evaluation Period was This Evaluation Period was conducted Monday, April 15 conducted Monday, April 15 through Sunday, April 21through Sunday, April 21

New Aims of this Evaluation PeriodNew Aims of this Evaluation Period

To evaluate current student impressions of McCosh so that this data To evaluate current student impressions of McCosh so that this data can be compared to next evaluations period, following the renovation.can be compared to next evaluations period, following the renovation.

We have recently added several new members to SHAB, each of We have recently added several new members to SHAB, each of whom contribute to our comprehensive view of campus health. Our new whom contribute to our comprehensive view of campus health. Our new members include a Princeton Theological Seminary student, two EMT’s, members include a Princeton Theological Seminary student, two EMT’s, and a varsity athlete. and a varsity athlete.

For this evaluation period, we made our questions clearer and more For this evaluation period, we made our questions clearer and more specific with the goal of bringing to light some student concerns that specific with the goal of bringing to light some student concerns that might often be obscured by the overwhelmingly positive results we have might often be obscured by the overwhelmingly positive results we have seen in recent years. seen in recent years.

New and Improved QuestionsNew and Improved Questions

With input from SHAB members and PUHS staff, we changed many of the evaluation questions.

Evaluation questions were revised to minimize bias Multi-item questions were separated into individual questions A four-item Likert scale (SD – SA) was used rather than a five-item

scale of general satisfaction

Trend of # of Surveys CompletedTrend of # of Surveys Completed

May ‘02 period: 432May ‘02 period: 432Nov ‘01 period: 438Nov ‘01 period: 438

May ‘01 period: 242May ‘01 period: 242

Nov ‘00 period: 168Nov ‘00 period: 168

050

100150200250300350400450500

Nov '00 May '01 Nov '01 May '02

Total Number of Surveys Completed Total Number of Surveys Completed Per Department: May ‘01-April ‘02Per Department: May ‘01-April ‘02

0102030405060708090

Surveys Completed

Department

Returns by Department

April '02

November '01

May '01

Demographic Data:Demographic Data:Who is seeking care at PUHS?Who is seeking care at PUHS?

15%

17%

15%19%

22%

7%

0%

4%

1% 2002

2003

2004

2005

Graduate Student

PTS Student

Faculty Member

Staff Member

Other

I am generally satisfied with my visit today.I am generally satisfied with my visit today.

6 11

93

319

20

50

100

150

200

250

300

350

To

tal

Res

po

nd

ers

StronglyDisagree

Disagree Agree StronglyAgree

Not Applicable

Response

Questions Common to all Departments:Questions Common to all Departments:

The person who scheduled my appointment was The person who scheduled my appointment was courteous and helpful.courteous and helpful.

Questions Common to all Departments:Questions Common to all Departments:

5 4

67

282

72

0

50

100

150

200

250

300

To

tal

Re

spo

nd

ers

StronglyDisagree

Disagree Agree StronglyAgree

NotApplicable

Response

My problem/concern was dealt with My problem/concern was dealt with discreetly/confidentially.discreetly/confidentially.

Questions Common to all Departments:Questions Common to all Departments:

5 4

55

271

80

0

50

100

150

200

250

300

To

tal

Resp

on

ders

StronglyDisagree

Disagree Agree StronglyAgree

NotApplicable

Response

The health care professional cared about me The health care professional cared about me “as a person.”“as a person.”

Questions Common to all Departments:Questions Common to all Departments:

8 6

74

311

220

50

100

150

200

250

300

350

To

tal

Resp

on

ders

StronglyDisagree

Disagree Agree StronglyAgree

NotApplicable

Response

The health care professional was sensitive to The health care professional was sensitive to sexual orientation, and/or gender identity, and/or sexual orientation, and/or gender identity, and/or

gender expression.gender expression.

Questions Common to all Departments:Questions Common to all Departments:

7 127

163

208

0

50

100

150

200

250

To

tal

Resp

on

ders

StronglyDisagree

Disagree Agree StronglyAgree

NotApplicable

Response

Note: These results do not include the Student Health Plan Office.Note: These results do not include the Student Health Plan Office.

The health care professional was sensitive to The health care professional was sensitive to cultural diversity.cultural diversity.

Questions Common to all Departments:Questions Common to all Departments:

7 229

186204

0

50

100

150

200

250

To

tal

Resp

on

ders

StronglyDisagree

Disagree Agree StronglyAgree

NotApplicable

Response

Reported Patient Satisfaction by DepartmentReported Patient Satisfaction by Department(assessed by looking at department-specific as well as common questions)(assessed by looking at department-specific as well as common questions)

Department Percent SatisfactionCaldwell 98.30%Counseling Center 93.00%Dillon 89.60%Employee Health 85.00%Inpatient 95.90%Lab/X Ray 84.00%Outpatient 91.50%SECH 93.50%SHARE 86.90%Student Health Plan 97.00%Travel/Immunizations 90.60%Weekend/After Hours 85.60%

Reported Satisfaction (Continued)Reported Satisfaction (Continued)

98.3%

93.0%

89.6%

85.0%

95.9%

84.0%

91.5%93.5%

86.9%

97.0%

90.6%

85.6%

75.00%

80.00%

85.00%

90.00%

95.00%

100.00%Pe

rcen

t Sat

isfac

tion

Department

Percent Satisfaction

Friendly Request Friendly Request from our EMS Providersfrom our EMS Providers

The Princeton First Aid and The Princeton First Aid and Rescue Squad kindly requests Rescue Squad kindly requests that upon their arrival, that upon their arrival, someone meet them to escort someone meet them to escort them to their patient.them to their patient.

This would prevent This would prevent unnecessary delays in unnecessary delays in searching for the room #, searching for the room #, which could compromise the which could compromise the advantages of early patient advantages of early patient access.access.

Small Group MeetingsSmall Group Meetings

Discuss department-specific issues, including overall survey results Discuss department-specific issues, including overall survey results and common student praises and complaints. How will student and common student praises and complaints. How will student concerns be addressed now that they have been brought to light?concerns be addressed now that they have been brought to light?

What do we anticipate will happen to these results following the What do we anticipate will happen to these results following the renovation of McCosh?renovation of McCosh?

How can SHAB members act as advocates for increased funding for How can SHAB members act as advocates for increased funding for PUHS? Are any of the evaluation results useful in making this type PUHS? Are any of the evaluation results useful in making this type of argument?of argument?

How can we improve Evaluations Period and general How can we improve Evaluations Period and general communication between SHAB & PUHS? communication between SHAB & PUHS?

SHAB & McCosh: Small Group MeetingsSHAB & McCosh: Small Group Meetings

Department PUHS Contact SHAB MembersCaldwell training room Kristen Gratias ElaineCounseling Center Marvin Geller ChristinDillon training room Russell Steves Courtney Inpatient Services Donna Schelper Corey, JuewonLab/X-ray Janet Finnie Robert, MattEmployee Health Leslie Bridgen FernandoOutpatient Services Janet Neglia Laura, JordanWeekend/After Hours Donna Schleper Sara, AdamSECH Olga Hernandez Alexei, NadaStudent Health Plan Office Michele Gregory Corey, JuewonSHARE Thema Bryant FernandoTravel/Immunizations Helen Ackley Robert, Matt

Thank you for your time and attention.Thank you for your time and attention.

Some Common Patient Some Common Patient Concerns:Concerns:

Very limited hours for physical Very limited hours for physical therapy at Dillon.therapy at Dillon.

Lack of confidentiality in Counseling Lack of confidentiality in Counseling Center waiting room.Center waiting room.