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CHS Patient Satisfaction

Administered: Last administered Spring 2006 (annually administered)

Target Population: UA Student users of the CHS delivery system.

Participation Rate: 301 UA student CHS users returned surveys for tabulation.

A UA student (service user) survey measuring virtually all aspects of the CHS delivery system from the making of appointments to the perceived technical capabilities of the professional staff and overall satisfaction with the CHS operation. The CHS Patient Satisfaction survey is benchmarked against HEDIS (Healthplan Employer Data and Information Set) and NCQA (National Committee on Quality Assurance) results.

Outcomes Measured

  • Achieve high level (80% or better) of patient satisfaction with multi-dimensional aspects of CHS.

Findings

CHS Patient Satisfaction – The Campus Health Service was rated in a great number of categories, but the overall experience rating was an 8.3 on a scale of 10 (83%) and when asked if they would recommend the CHS to a friend, the CHS received a 98.9% score.

Changes Made on Basis of Findings

Resulted in enhanced way-finding posting/handouts available in each waiting room; managed the appointment system – moved from a pre-appointed emphasis to a “same day” appointment system emphasis.
Resulted in a change of physical plant where complaints about CAPS waiting room comfort were remedied with an expanded and more confidential waiting space.
Resulted in a redesign and construction of an enhanced pharmacy space.

Academic Degree Programs: