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Welcome to the QI Luncheon. November 15, 2002 Please sign-in!. Introductions Status of previous recommendations Results of Fall 2002 Evaluations Period SHAB’s recommendations Small group meetings. Customer Service / Patient Care Training - PowerPoint PPT Presentation
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Welcome to the QI Luncheon
November 15, 2002
Please sign-in!
IntroductionsIntroductionsStatus of previous recommendationsStatus of previous recommendationsResults of Fall 2002 Evaluations PeriodResults of Fall 2002 Evaluations PeriodSHAB’s recommendationsSHAB’s recommendationsSmall group meetingsSmall group meetings SHAB
Student Health Advisory Board 2002
Status of SHAB recommendations Status of SHAB recommendations from 2001-2002 school yearfrom 2001-2002 school year
Customer Service / Patient Care Training
Evening Hours for Certain Services, such as Outpatient and Counseling
Increased Staffing in Outpatient Unit and Counseling Center
Continuing Education / Training for all Staff on Gender Identity, Sexual Orientation, and Cultural Diversity Issues
Increased Marketing of Free Services with Tuition
Ongoing Opportunities for Students to Provide Feedback
PUHS plans a major initiative in this area.
These services are essentially available, since a Nurse Practitioner is always on duty. However, these hours cannot be advertised until extra staffing is in place.
In anticipation of the 500 student increase, every department has been asked to submit a summary of their current and projected needs. Major areas where funding will be requested include support staff and sports medicine physicians.
A training session with a nationally recognized gender identity issues trainer will be held in April for clinicians and staff.
There will be a meeting the week of January 14th to discuss how to best address these issues.
Year-round comments boxes are currently available.
SHABStudent Health Advisory Board 2002
Friendly Reminder from our EMS Providers
The Princeton First Aid and Rescue Squad kindly requests that if they are called, someone meet them at the door to escort them to their patient.
This would prevent unnecessary delays in searching for the room #, which could compromise the advantages of early patient access.
SHABStudent Health Advisory Board 2002
This Evaluation Period was conducted Monday, October 14 through Sunday, October 20
Aims of this Evaluation PeriodAims of this Evaluation Period
To evaluate student perceptions following the renovations at McCosh To evaluate student perceptions following the renovations at McCosh Health Center that took place over the summer. In particular, did the Health Center that took place over the summer. In particular, did the renovations reduce student complaints regarding confidentiality and renovations reduce student complaints regarding confidentiality and waiting time?waiting time?
To gauge feedback among student athletes on the staff additions at the To gauge feedback among student athletes on the staff additions at the athletic training facilities which have taken place.athletic training facilities which have taken place.
To focus more in depth on the Counseling Center and its role in To focus more in depth on the Counseling Center and its role in promoting mental health on campus.promoting mental health on campus.
SHABStudent Health Advisory Board 2002
Trend of # of Surveys CompletedTrend of # of Surveys Completed
Nov ‘02 period: 378Nov ‘02 period: 378May ‘02 period: 432May ‘02 period: 432
Nov ‘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 Nov '02
SHABStudent Health Advisory Board 2002
Total Number of Surveys Completed Per Department: Nov. ‘01 - Nov. ‘02
SHABStudent Health Advisory Board 2002
0
10
20
30
40
50
60
70
80
90
Caldw
ell
Counseling C
enter
Dillon
Em
ployee Health
Inpatient
Lab X Ray
Outpatient
SE
CH
SH
ARE
Student H
ealth Plan
Travel/Imm
unizations
Weekend/After H
oursNovember '02
April '02
November '01
Demographic Data:Who is seeking care at PUHS?
16%
17%
16%16%
24%
6% 1%
4%
0%2003
2004
2005
2006
Graduate Student
PTS Student
Faculty Member
Staff Member
Other
SHABStudent Health Advisory Board 2002
I am generally satisfied with my visit today.
2 1
60
301
10
50
100
150
200
250
300
350
Tota
l Res
pond
ers
StronglyDisagree
Disagree Agree StronglyAgree
NotApplicable
Response
Questions Common to all Departments Nov. 2002:Questions Common to all Departments Nov. 2002: SHABStudent Health Advisory Board 2002
The person who scheduled my appointment was courteous and helpful.
1 445
219
35
0
50
100
150
200
250
Tota
l Res
pond
ers
StronglyDisagree
Disagree Agree StronglyAgree
NotApplicable
Response
Questions Common to all Departments Nov. 2002:Questions Common to all Departments Nov. 2002: SHABStudent Health Advisory Board 2002
My problem/concern was dealt with discreetly/confidentially.
3 12
95
205
62
0
50
100
150
200
250
Tota
l Res
pond
ers
StronglyDisagree
Disagree Agree StronglyAgree
NotApplicable
Response
Questions Common to all Departments Nov. 2002:Questions Common to all Departments Nov. 2002: SHABStudent Health Advisory Board 2002
The health care professional cared about me “as a person.”
2 241
264
38
0
50
100
150
200
250
300
Tota
l Res
pond
ers
StronglyDisagree
Disagree Agree StronglyAgree
NotApplicable
Response
Questions Common to all Departments Nov. 2002:Questions Common to all Departments Nov. 2002: SHABStudent Health Advisory Board 2002
The health care professional was sensitive to sexual orientation, and/or gender identity, and/or gender expression.
2 229
144
192
020406080
100120140160180200
Tota
l Res
pond
ers
StronglyDisagree
Disagree Agree StronglyAgree
NotApplicable
Response
Questions Common to all Departments Nov. 2002:Questions Common to all Departments Nov. 2002: SHABStudent Health Advisory Board 2002
The health care professional was sensitive to cultural diversity.
2 131
130
201
0
50
100
150
200
250
Tota
l Res
pond
ers
StronglyDisagree
Disagree Agree StronglyAgree
NotApplicable
Response
Questions Common to all Departments Nov. 2002:Questions Common to all Departments Nov. 2002: SHABStudent Health Advisory Board 2002
Reported Patient Satisfaction by Department(assessed by looking at department-specific as well as common questions)
Department SD D A SA NACaldwell 2% 1% 9% 65% 23%Dillon 0% 6% 15% 64% 15%Employee Health 0% 0% 16% 68% 16%Outpatient Services 0% 1% 19% 65% 14%Lab/X-Ray 1% 4% 36% 44% 14%Counseling 0% 1% 18% 69% 10%Immunization/Travel-Outpatient 8% 10% 4% 60% 24%
Distribution of Responses by Department
Note: Distribution percentages were not calculated for departments with low returns Note: Distribution percentages were not calculated for departments with low returns because results would be statistically inaccurate. because results would be statistically inaccurate.
SHABStudent Health Advisory Board 2002
New Questions At the request of Danny Silverman and Jannet Finnie and with SHAB
input, two new questions were added on a separate sheet: 1.) Based on the quality of the care you received today, would you recommend this service/treatment to a fellow
student/coworker?
(Please Circle)
YES NO
2.) For students/staff who have received care at McCosh Health Center in the past: Did you notice the renovations to McCosh which were completed over the summer?
(Please Circle)
YES NO
If so, how did these renovations impact your care experience today?______________________________________________________________________________________________________________
SHABStudent Health Advisory Board 2002
Trends in Student CommentsThe effects of recent renovations/restructuring
Outpatient ServicesOutpatient Services The Counseling CenterThe Counseling Center Athletic TrainingAthletic Training
SHABStudent Health Advisory Board 2002
New SHAB recommendations New SHAB recommendations The lower returns this time are troubling. Let’s make a concerted effort to increase returns in each and every department next semester.
Several students have asked for increased hours at Dillon and Caldwell Training Rooms. Perhaps staff members could stagger their hours more to give more flexibility. Also for the athletic training rooms, perhaps student comments from SHAB evaluations could be used to advocate for more funding for equipment.
There is a need for updated signs throughout McCosh. Some of the ones currently in place to tell students where to go are misleading or not noticeable enough. In addition, decorative signs throughout the main floor of McCosh would create a much friendlier atmosphere.
Sign-in sheets where students can see who signed in before them should be avoided in order to protect confidentiality.
The selection of brochures and pamphlets in SECH, which several students mentioned in their comments, should be given close consideration by PUHS.
Though this has been addressed by PUHS in the past, SHAB echoes its request for increased availability of counseling in the evenings and at night. Several instances of students needing this service have been brought to our attention over the past year.
Small Group Meetings Discuss department-specific issues, including overall survey results
and common student praises and complaints. How will student concerns be addressed now that they have been brought to light?
How can we improve Evaluations Period and general communication between SHAB & PUHS?
SHAB & McCosh: Small Group Meetings
PUHS Contact SHAB MembersKristen Gratias ElaineMarvin Geller ChristinRussell Steves Courtney Donna Schelper Corey, JuewonJanet Finnie Robert, MattLeslie Bridgen Fernando, SteveJanet Neglia Laura, JordanDonna Schleper AdamOlga Hernandez Alexei, NadaMichele Gregory Corey, JuewonThema Bryant Fernando, SteveHelen Ackley Robert, Matt
The Student Health Advisory Board
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