StudentRun Free Clinics Analyzing Patients Willingness to Return

Student-Run Free Clinics: Analyzing Patients' Willingness to Return Jason Zucker Summer Elshanawy Janet Cruz Robin Schroeder Steven Keller Jason Zucker Jason. Zucker@gmail. com NJMSClinic. com

Student Family Health Care Center • The Student-Run Free Clinic at the New Jersey Medical School – Founded in 1967 – 2 nights per week – Over 200 student volunteers – Rotating Attending’s – Chronic Care model

Motivations • Directors Meetings • No previous reviews of our clinic • Limited research into student-run free clinics – 1 - on quality of care – 1 - on patient satisfaction

The Study • Chart Reviews • Phone survey of 122 patients – Jun 2008 - Jun 2009 – English, Spanish, and Portuguese speaking – All patients called from Sept 09 to April 10 • Minimum 2 calls – Open Ended Questions

Contacting Patients June 08 – Jun 09 122 Patients Not Contacted 5 (4%) No Number In File 4(5%) Unable to Contact 85 (70%) Disconnected or Wrong Number 26 (30%%) Contacted 32 (26%) No Answer or Not Available 55(65%) Refused 1 (3%) Surveyed 31 (97%)

Sample Population Clinic Population Sample Population Total Patients 122 31 Average Age 47 52 % Male / % Female 45% / 55% 48% / 52% % African American 60% 61% % Hispanic 29% 26% 2. 50% 0% % Other or Unknown 4% 3% % Attendance 67% 69% 17. 5% 29% *P<0. 08 25% 68% *P<0. 001 % Caucasian % Diabetic % Hypertensive

“Why Did You First Choose To Come to the SFHCC? ” # of % of Attendance Responses % No Insurance 21 68% 67% Chronic Health Problem 5 16% 82% Heard good things about it 3 10% 69% Acute Health Problem 2 6. 5% 74% Needed a physical 2 6. 5% 40% Evening Hours 2 6. 5% 73% To Help the Students 1 3% 69% Medication Needs 1 3% 50% Total 37 *Patients were free to give more then one response

“What do you like about the SFHCC? ” # of Responses % of Responses Attendance % Staff 29 93. 5% 69% Thoroughness of the visit 13 42% 73% Patient Education 8 26% 59% Free Medications 6 19% 72% Convenience of location and hours 4 13% 75% Comfortable environment 3 10% 69% Good Service, Fast 2 6. 5% 65% Appointment reminders 2 6. 5% 52% Helping Students 1 3% 54% Provides Interpreters 1 3% 80% Blood work done on site 1 3% 59% Total 70 *Patients were free to give more then one reason

“What would you like to change about the SFHCC? ” # of Responses % of Responses Attendance % Amount of time it takes 19 61% 64% Trouble getting referrals 5 16% 63% “Nothing” 9 29% 76% Students discussing case in front of patient 2 6. 5% 62% Issues with charity care 2 6. 5% 57% Lack of continuity 2 6. 5% 67% Difficulty reaching a person by phone 1 3% 50% Concerns not addressed 1 3% 40% Total 41 *Patients were free to give more then one reason

“What effects your decision to come or not to come to the SFHCC? ” # of Responses % of Responses Attendance % Patient Satisfaction or Dissatisfaction 14 45% 66% Insurance Status 11 35. 5% 59% Wants to improve health 9 29% 76% Free Medications 2 6. 5% 56% No Other options 2 6. 5% 74% Acute Issue 1 3% 50% Trouble finding a primary care physician 1 3% 100% Convenience 1 3% 50% Shorter wait then ER 1 3% 69% Total 42 *Patients were free to give more then one reason

Patient Satisfaction Ratings Rate on a scale of 1 to 10: Student Doctor 8. 93 Attending 9. 17 Staff 8. 93 Overall Experience 9. 10

Conclusions • Improve ability to contact patients • Patient motivation is vital • Referrals are a major issue • Difficult to balance thoroughness and speed • Patients are very satisfied with their experience

Student Family Health Care Center “How we were judged was did we do what the family practitioners in the community would do” – Dr. James Oleske, Co-Founder SFHCC Questions?