welcome to the qa luncheon
DESCRIPTION
Welcome to the QA Luncheon. May 8 th 2002 Introductions - Please sign-in! Current SHAB projects - a quick briefing Review of overall results of recent Evaluations Period Small group meetings with SHAB members & staff. - PowerPoint PPT PresentationTRANSCRIPT
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.