Student Health Services. University of South Florida Annual Report
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1 Student Health Services University of South Florida Annual Report
2 Table of Contents Wellness USF Mission, Vision, Values Overview Services Accreditation Accomplishments Collaboration Quality Improvement Compliance Student Feedback Statistics Goals Wellness USF is a group of departments on the USF Tampa campus devoted to enhancing student learning through health and wellness. The collaborative departments are: Campus Recreation Center for Victim Advocacy and Violence Prevention Counseling Center Student Health Services Students of Concern Assistance Team (SOCAT) Wellness Education & Promotion 2 Student Health Services
3 Mission, Vision and Values MISSION Student Health Services provides University of South Florida students with high quality health care and education to strengthen student learning and promote lifelong success through health and wellness. VALUES We value a positive learning environment characterized by: Respect for students/patient Student/Patient Centered care Trust Teamwork Integrity Commitment to Quality Healthcare Shared Leadership & Accountability Knowledgeable Providers Dedication to Diversity and Equality Motivation Continuous Improvement Tenacity as we contribute to the development of healthy, capable individuals. Doctors are all very friendly and helpful. You can tell that they care. Comment from 2010 Patient Satisfaction Survey VISION Student Health Services at the University of South Florida will be the student s first choice for quality healthcare, education, and advocacy delivered by compassionate professionals in support of educational success and sustained wellness. 3 Student Health Services
4 SHS clinical services include a General Medical Clinic, Women s Health Clinic, and the services of Bull s Country Pharmacy. Additional administrative services include the Student Health Insurance Office and the Immunization Compliance departments. This SHS annual report highlights our accomplishments, quality initiatives, utilization and financial status. Overview Services Treatment of acute symptoms Treatment of chronic illness Women s health services Physical exams Medical observation Minor procedures Allergy & immunization shots Smoking cessation Pharmacy IV hydration STI testing Nebulizer treatment Suturing Vision screening Nutrition counseling Sports medicine Travel medicine services Laboratory services Staff was very helpful and courteous. One of the best groups of physicians and physician staff I have come into contact with. I will definitely use USF Student Health Services in the future if need be. Comment from 2010 Patient Satisfaction Survey 4 Student Health Services
5 Accreditation USF Student Health Services is thrilled to announce in February 2011, we earned a threeyear accreditation by the Accreditation Association for Ambulatory Health Care (AAAHC), the highest award possible! This was an important milestone in the continuing growth and success of our health clinic and for USF. Accreditation shows our commitment to providing the highest levels of quality care to our patients and the same high level of conduct in our business practices. Accreditation by AAAHC is proof of this commitment and signifies that we have met the rigorous standards of a nationally recognized third party. We are proud to have met the challenge of accreditation and intend to consistently uphold the principles of quality improvement and patient care in the future. When you see our certificate of accreditation, you will know that AAAHC, an independent, not for profit organization, closely examined the clinic and all our procedures. The certificate is the proof that we care so strongly about our patients that we truly strive to provide the highest care possible. 5 Student Health Services
6 Along with receiving the three year accreditation award from the AAAHC, check out some other noteworthy accomplishments from : ACCOMPLISHMENTS Completed internal renovation project to improve clinic appearance and space utilization. Took leadership role in creating a Student Health Insurance Consortium with five State University System (SUS) schools participating. Cross trained staff, streamlined patient check in process and implemented same day scheduling. Expanded wireless Internet access throughout the SHS Clinic and Annex buildings. Expanded clinical treatment to include primary care treatment of depression and the additional contraceptive choice of Implanon. Developed process to ensure all EKGs are over read. I am happy to learn that I can have services from the USF Obtained and administered free flu shots to students. clinic [charged] through my Established Student Wellness Advisory Group (SWAG). OASIS account. Comment from 2010 Patient Satisfaction Extended clinic hours two evenings per week. Survey Implemented after hours nurse call line. Developed coding audit tool and worked with providers to increase coding skills. Clinical process went completely paperless. Bulls Country Pharmacy increased prescription volume by 23%. COLLABORATIONS 6 Student Health Services Some of our collaborations over the year include: Enhanced collaborative relationship with USF Health by: o Enhancing continuing education for providers. o Precepting residents and nurse practitioner students. o Collaborating on research projects on chronic illness, diabetes and tobacco use. Coordinated IS system enhancement with Registrar s office and IS to electronically capture immunization data from incoming student transcripts, simplifying the process for students. Collaborated with INTO USF to streamline the process for both immunization and student insurance compliance. Held joint meetings with Counseling Center to enhance collaboration, referral processes and guide clinical work.
7 QUALITY IMPROVEMENT Monthly risk management reports to monitor variance from care or process and patient feedback/complaints ; biannual survey Provider peer review; biannual clinical study Pharyngitis treatment; biannual clinical study Call Center Abandoned phone calls; biannual administrative study No Show; biannual administrative study Tobacco Use, Advised to Quit; biannual clinical study Pap Study % of normal Paps; annual clinical study Provider chart audit Consent to Treat Signed patient consent obtained and witnessed by a third party; biannual clinical study Provider Coding Audit Met criteria for CPT and DX submitted; annual cost of care study 91% satisfaction rate Benchmark NCHA = 87% 99% performance rate Benchmark AAFP, PSHQ = 80% 38% performance rate Benchmark NCQA = 82% 6% performance rate Benchmark NCQA = <5% 7% performance rate Benchmark MGMA = <8% 27% performance rate Benchmark NCQA = 80% 83% performance rate Benchmark ACHA = 86% 70% compliance rate and 30% consecutively 55% compliance rate and 67% consecutively Monthly monitoring program for provider credentials and privileges COMPLIANCE SHS coordinates required immunization compliance for the University. The percentage of students whose registration is canceled due immunization compliance has been steadily decreasing. 5.00% 4.00% 3.00% 2.00% 1.00% 0.00% 3.58% 1.09% 0.57% 0.47% Fall 2009 Spring 2010 Fall 2010 Spring Student Health Services
8 Student Feedback Patient satisfaction surveys were conducted twice this fiscal year, one time each during the Fall and Spring semesters. The data collected from completed surveys showed that 91% of students receiving services at SHS were satisfied with the level of care received, surpassing the 87% ACHA national benchmark! 100% Overall Patient Satisfaction 80% 60% 40% 20% 91% 87% 0% Benchmark Benchmark I always recommend SHS to my friends! Comment from 2010 Patient Satisfaction Survey 8 Student Health Services
9 STATISTICS Top Ten Appointment Requests Gynecological Exam Upper Respiratory Infection MMR Vaccination Oral Contraceptive Prescription Health Counseling Pharyngitis Rhinitis Urinary Tract Infection Sexually Transmitted Infection Screening Bronchitis Total # of visits: 24,595 Female 63% Male 37% Dietitian Antigen/Immunization Women's Health General Medical Clinic Clinic Visits ,682 Insured 61% Self Pay 39% Daily Average 101 Unique Patients 11,077 Services Online Appointment Requests 1709 Pharmacy Call Center Calls Immunization Compliance Insurance Compliance 27,819 33, Prescriptions Pharmacist Interventions Insurance 13, After Hours 1301 Insurance Claims 7421 Nurse Advice Line 296 Student Insurance Enrollment 3337 SHS Budget $7, 181, Total Revenue (including Health Fee & Pharmacy) $6, 093, Operational Expenses Clinical Revenue FY 11 FY 10 Charges $2,263,952 $2,075,667 Adjustments* $1,350,168 $1,193,043 Collections $856,076 $842,532 9 Student Health Services *Adjustments Explained Insurance Adjustment reduces the total amount charged to the contracted allowable amount. SHS Health Fee Adjustment waives the office visit co pay, co insurance, and deductibles. SHS Self Pay Adjustment reduces the selfpay rate or eliminates patient balances after insurance for non office visit charges. Student Plan Adjustment adjusts co pay, co insurance, and deductibles applied to students covered under the UHCSR Student Plan. OASIS Adjustment transfers outstanding self pay charges in PCIS to OASIS.
10 GOALS To increase awareness and utilization of the services of SHS To improve customer service skills & remove barriers to access To streamline clinical processes & improve clinical productivity To offer the services of a travel medicine clinic to students and staff To offer the services of a Psychology Post Doc employee for students To offer limited services of an athletic trainer to assess and treat orthopedic concerns To explore offering limited employee health services To further enhance collaboration with USF Health To further increase knowledge and skills in using the electronic health record and explore options for improving efficiency To enhance communication with international students through effective translation services Build support for a new Wellness Facility on campus to incorporate additional services such as dentistry and optometry. Everyone in the staff that I have met was so patient, understanding and helpful. I love my doctor that I see in the Women s Clinic. She really seemed genuinely concerned about my health/well being. Comment from 2010 Patient Satisfaction Survey 10 Student Health Services
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