UNM Student Health & Counseling (SHAC) Student Fee Review Board Funding Application for FY TABLE OF CONTENTS.

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2 UNM Student Health & Counseling (SHAC) Student Fee Review Board Funding Application for FY TABLE OF CONTENTS EXECUTIVE SUMMARY FUNDING REQUEST QUESTIONS: Question # Page # 1. Description of History, Mission, Unique Services, Commitment to Diversity Services and Outcomes Request for Increase in SFRB Funding Student Participation at SHAC Visibility/Accessibility: Specific Improvements / Plans to Improve Collaborations With Campus Units & Off-Campus Entities Evaluation of SHAC s Impact on Student Population Non-SFRB Sources of Funding Recommendations from Last Year s SFRB Process...10 APPENDICES: Appendix A: Patient Satisfaction Survey Results Appendix B: Student Fees & Salary/Benefit Costs Appendix C: Student Health Leadership Council Membership List Appendix D: Outreach

3 UNM Student Health & Counseling (SHAC) Student Fee Review Board Funding Application for FY EXECUTIVE SUMMARY Summary of Services: Student Health and Counseling supports student success though a student-funded, one-stop shop for health services. SHAC was established in SHAC services are oriented to the special needs of students. The services are easily accessible, comprehensive, integrated, and responsive to student needs. SHAC uses input from the Student Health Leadership Council, patient satisfaction surveys, and the Student Fee Review Board to design services for UNM students. Services offered include: Counseling and Psychiatry, Health Education/Prevention, General Medical, Women s and Men s Health, Allergy and Immunization, Physical Therapy, Massage Services, Acupuncture, Dermatology, Podiatry, Pharmacy, Lab, and X-ray. SHAC collaborates with many campus and off-campus organizations regarding health services and promotions for students and the community. See Question #6 for information. SHAC bills many health insurance plans directly. Currently, 27% of students using SHAC services are uninsured and pay low office visit prices for self-pay services. These students may not be able to obtain health services without SHAC. SHAC Utilization and Satisfaction: SHAC had 64,808 total patient contacts in FY ,333 were practitioner visits, and 29,475 were pharmacy services. Additionally, SHAC had 18,491 outreach contacts. SHAC saw 10,582 individual patients in This does not include the number of students who receive information at the outreach events sponsored throughout the year by SHAC or those using the Pharmacy. SHAC has a high satisfaction rating, with 93% of students rating their overall experience as excellent or good (N=2,688). Moreover, 38% of students agreed that health problems interfered with their ability to conduct academic work (Counseling Services = 70%), and 32% of students agreed with the statement SHAC assisted me in remaining in school (Counseling Services = 46%). Request for Funding: Over the last few years, SHAC has covered many cost increases and expansion of services, without large student fee increases. SHAC is now asking for an increase of student fee support for the following: Staff Benefits: $100,000 Behavioral Health Specialist: $95,000 Psychiatrist: $35,000 TOTAL: $230,000 The increase in student fees will allow Student Health and Counseling to continue current services, plus add additional support for the mental health needs of students. Thank you for your consideration of our request.

4 FUNDING REQUEST QUESTIONS 1. Describe the History and Mission of Student Health and Counseling (SHAC), and how its services support the mission of the University. a. What services does your unit specialize in that are not offered elsewhere at UNM? b. How does your unit serve the University s commitment to diversity? History: A Student Health Service at UNM was started in The service was founded because adequate medical attention and plans for safeguarding the health of students are important factors in any educational program. The conservation of student health by these means (a student health service) has proved to be a wise and an economic policy in other state universities. (University of New Mexico Biennial Report, ) The Board of Regents approved a health fee to fund the service. From 1937 to 1939, the Student Health Service was administered through the Division of Health, Physical Education and Recreation. In 1952, the Student Health Center was assigned to the Student Affairs Division. In 1960, the Center moved into a renovated building; the Center still resides in Building #73. Health services have expanded greatly to meet the needs of the students. Over the ensuing years, we have used student input and utilization of services, balanced with available financial support, to add desired services for students. Acting on advice from the Student Health Leadership Council (SHLC), the Center s name was changed in May 2008 from Student Health Center to Student Health and Counseling. Care is taken to ensure that new and existing programs have been well utilized and directly benefited students. Mission & Unique Services Offered by SHAC: SHAC has a distinct mission to assist students in maintaining optimal health so that they can achieve academic success. SHAC services are oriented to the special needs of UNM students. It directs its services to busy students, who have little time for obtaining health care and scarce resources to pay for care. Many students (27% of those seen at SHAC) are uninsured. Very short wait times are considered desirable for care in the student population. Fees are maintained substantially below community rates, and are further reduced with student insurance offered. Services also include health education and preventative health programs. Emphasis is placed on developing healthy habits, which they will maintain for the rest of their lives. Counseling Services provides easy access to outpatient services for least restrictive care, which includes emergency and crisis care, therapy, medication, education, and consultation. Counseling Services also serves as a campus resource to help manage mental health crisis situations on campus. Professional providers are licensed and board certified. A primary goal is to guarantee access to SHAC for all eligible students, including groups traditionally underserved by healthcare systems. SHAC is vigilant to identify health problems and intervene as early as possible. SHAC achieves its goals through services including prevention programs, comprehensive outpatient health care, and consultation with UNM divisions. SHAC advocates a healthy environment for students. We coordinate referrals for medical conditions outside the scope of services offered by SHAC. Commitment to Diversity: SHAC is particularly sensitive to those students at high risk for attrition. SHAC s goal is to assist all students including disabled students, returning students, and ethnic minorities in identifying and overcoming those health barriers that could hinder their academic success. SHAC promotes and supports the cultural competence of all individuals with respect to race/ethnicity, national origin, gender, age, sexual orientation, disability, religion, or other identity. 1

5 2. Briefly describe each program/project in your unit that is funded specifically by student fees. What are the outcomes, so far, of each program/project? Student Health and Counseling is funded by student fees, plus user fees paid by students (or their health insurance company) when they visit SHAC. The following services are offered at SHAC: Medical Services SHAC offers comprehensive outpatient medical care Monday through Thursday, 8:00 AM to 6:00 PM; Friday, 9:00 AM-5:00 PM. (SHAC is closed on Fridays, 8:00 AM-9:00 AM for staff meetings.) Medical services include: General Medical Clinic: Physician offices offer appointments from 8:00 AM to 5:30 pm, Monday through Thursday, and 9:00 AM to 5:00 PM on Friday. Physicians and mid-level practitioners are trained in Family Practice and Internal Medicine. The Clinic provides: Immediate access to medical care when a clinician appointment is not available and the health problem cannot wait. Rapid response to the University community for campus emergencies. Rapid arrangement of hospitalization or emergency consultation when necessary. Careful management of patients with chronic illness so they will be able to function in school. Routine physical exams and illness prevention information and counseling. Special assistance for patients seeking information on available programs and medications for smoking cessation or substance use. Health information to students traveling and studying in different countries. Sports Medicine. Medication management of psychological illness and coordination of care for patients who are in counseling with a SHAC counselor. Referrals to consultant physician specialists (both inside and outside SHAC) as needed. Women s Health: Nurse Practitioners and nursing support personnel staff the Women s Health Clinic. The Clinic provides: Routine women s health care, including annual exams, family planning needs, STD screening, and general illness prevention information and counseling. Front-line evaluation and treatment for gynecological problems, including colposcopic examinations. Referral to gynecology physician consultants for evaluation of more complex problems. Men s Health: Male students of all ages are encouraged to schedule an appointment with a practitioner. A complete physical check-up is geared specifically toward men s health needs. Allergy and Immunization Clinic: This nurse-staffed clinic offers the following services: Providing basic preventative immunizations and tuberculosis skin testing to all students. Managing the Main Campus influenza vaccination program and monitoring Health Sciences students for complete immunizations. Alerting the community to the availability of new vaccines. Screening and initiating treatment for students who are exposed to contaminated blood or body fluid. Providing immunotherapy injections in conjunction with allergy consultant physicians. Physical Therapy: A Physical Therapist provides treatment for post-surgical or acute illness or 2

6 injury. Therapeutic modalities, exercise, and manual therapy are used in treatment. Massage Services: 3 massage therapists offer 50-minute appointments to UNM students, staff, and faculty. Student Health Insurance provides limited coverage with 2 discounts per semester. Consultant Care: SHAC contracts with the following specialty consultants to provide services to students: acupuncture, dermatology, and podiatry. Consultants are scheduled on an intermittent basis at SHAC. This allows students low-cost access to specialists and facilitates rapid transfer when the needed services are beyond the scope of care offered by SHAC. UNM Services: The SHAC Nurse Manager screens and scores the Occupational Safety Health respiratory medical evaluation questionnaire (about 400 per year). Once this health screening is completed, UNM Safety and Risk Services perform fittings for students who need to wear respirators because of particulate or vapor exposure in their classes. Counseling Services The mission of SHAC Counseling Services is to provide appropriate and timely, time-limited, psychological counseling and medication services to help students function successfully in their academic lives and master critical developmental tasks. Increasing numbers of students come to college campuses with serious, high-risk mental illnesses. In addition, early identification and intervention for mental health disorders can keep the problems from threatening school retention and graduation. Outreach services are focused whenever possible on identifying and serving students at risk and developing networks with community gatekeepers. Counseling Services is staffed by licensed Clinical Counselors (6), Psychologists (5), Social Workers (1), and a part time Psychiatrist (1). Counseling Services offers the following services to students: Triage: Counseling Services uses a brief in-person, same-day Triage interview with a clinician to ensure that the students in greatest need have the quickest access to care. This system allows students who are emergent, or in crisis, to access care sooner than students with less critical, clinical need. Assessment: This is an information-gathering session conducted by a therapist designed to understand the student s concerns and functioning. Emergency Services: A therapist is on-call 24 hours per day, 7 days a week to take emergency calls from clients. A SHAC therapist is on-call during service hours to help students with life-threatening situations. Students can walk in or call in, Monday Friday, 10:00 AM 5:00 PM for triage. Urgent Care: Service is provided the same day as the request for service (11:00 AM, 1:00 3:00 PM), Monday through Friday, for significant life crises. After-Hours: Counseling Services maintains a contracted after-hours crisis phone line served by licensed clinicians. Time-Limited Individual Therapy: Brief intervention models are used, emphasizing cognitive-behavioral and related techniques. Psycho-Educational Groups: Common themes for the groups include anger management, test anxiety, sleep hygiene, and focused awareness. Coordination of care for medication evaluation and medication follow-up by a psychiatrist or medical practitioner for students seen in SHAC. Referral: Service to help identify other service providers who may be more appropriate for the particular student s needs. 3

7 Skill Workshops: Topics frequently covered include healthy relationships, stress management, communication skills, and self-esteem. Counseling Services offers a third-party crisis call system about specific students of concern. The Director or on-call therapist consults with the caller about his/her concerns, offering options for intervention. This service is part of the UNM Behavioral Intervention Team (BIT) function. Health Education & Prevention SHAC Health Education & Prevention Department: Health Education continued to focus on its goal of increasing the optimal health and well-being of students and the UNM community. Health Education distributes condoms via the Condom-Mint Distribution Program, offers a S.H.A.C. Healthy Weight Program and Nutrition Consultation/Education. Health Education provides health-related resources to individual students. Alcohol & Drug Use: SHAC and the UNM Center on Alcoholism, Substance Abuse, and Addictions (CASAA) collaborate with COSAP to work with students, staff, and faculty to create a campus environment that supports healthy lifestyles and is free from the negative effects of alcohol/other drug abuse, including academic failure and low graduation rates. Pharmacy, Laboratory & Radiology Licensed pharmacists fill prescriptions for UNM students, faculty, and staff. Prescriptions from any licensed practitioner can be dispensed. The Pharmacy offers many reasonably priced, over-thecounter drugs, and orthopedic braces. Refill prescriptions can be ed to the Pharmacy at pharmacy@unm.edu. The Pharmacy is open Monday through Thursday, 8:00 AM to 6:00 PM and Friday, 9:00 AM to 5:00 PM. A clinical lab and an X-ray unit support SHAC clinics, which are capable of meeting the majority of a student s diagnostic needs. Lab and Radiology are offered for student convenience, efficient delivery, and cost savings. The Lab is accredited by the Commission on Office Lab Accreditation (COLA) and the Department of Health & Human Services. Health Insurance Programs Student Health Insurance: SHAC Administration participates on the committee to select the Student Health Insurance Program vendor. In , the Student Health Insurance policy is offered to Graduate and Teaching Assistants, International Students, and other students required by UNM to have health insurance. Medicaid / NM Insurance Exchange: SHAC is helping students determine their qualification for NM Centennial Care (Medicaid Expansion) and helping them shop on the NM Insurance Exchange. A Navigator is stationed at SHAC to help provide this service. Blood & Body Fluid/Needle-Stick Exposure Insurance: This mandatory insurance plan for Health Sciences students provides 100% reimbursement for laboratory tests performed for the student and patient donor, physician visits, emergency room visits, and medications with the maximum benefit of $21,000 per exposure. SHAC works with UNM departments, the Bursar s office, and the student health insurance vendor to coordinate enrollment and coverage. Other Insurance Coverage: SHAC bills many health insurance plans directly, including most Aetna, BlueCross BlueShield, Cigna, Molina, Tricare, United Healthcare, and UNM Presbyterian plans. SHAC accepts Centennial Care Medicaid (BlueCross Blue Shield, United Healthcare, and Molina only). SHAC bills charges directly to the health plans for the patient s visits and procedures. 4

8 Outcomes Specific Objectives for Funding Received Patient Care: SHAC had 64,808 total patient contacts in FY ,333 were practitioner visits, and 29,475 were pharmacy services. Additionally, SHAC had 18,491 outreach contacts. Specialist Clinic visits significantly increased because of demand for Physical Therapy and Massage Services. Overall, total patient visits remained about the same in compared to Patient Contacts % change to Medical Services 18,440 19,057 18,309 18,420 18, % Counseling Services 7,942 7,904 7,646 8,404 8, % Specialty Clinics* 2,048 1,710 1,668 1,930 2, % Allergy and Immunization 5,508 6,211 6,445 6,647 6, % Total Patient Visits 33,938 34,882 34,068 35,401 35, % Pharmacy (Total Prescriptions) 28,571 29,312 27,968 29,258 29, % Health Education/Outreach 29,230 21,855 21,611 17,484 18, % * Specialty = Dermatology, Podiatry, Acupuncture, Physical Therapy & Massage SHAC saw 10,582 individual patients in This does not include the number of students who receive information at the outreach events sponsored throughout the year by SHAC or those using the Pharmacy. Characteristics of the individual students included: Gender: 61% female, 39% male Ethnicity: African American-Black, 2.1%; American Indian, 3.2%; Asian, 3.6%; Hispanic, 25%; White (Non-Hispanic), 31.4%; and Not Indicated, 34.7%. Class Level: Graduate, 3,362 individuals; Undergraduate, 6,690 individuals; Other, 530 individuals. Patient Satisfaction: SHAC sends each patient a post encounter survey. Questions are changed to elicit responses on services and satisfaction levels. In , the number of surveys collected was 2,688. Overall, SHAC received positive ratings. 70% of students rated their overall experience as excellent ; and 23% rated their experience as good. 82% of students said it was very likely that they would recommend SHAC to others; and another 16% were somewhat or slightly likely to recommend SHAC. See Appendix A: Patient Satisfaction Survey Results. 3. Describe any increase in SFRB funding you are requesting, and provide justification detailing how raising student fees will improve your unit s impact on the student population. Total Additional Funding Requested: $230,000 for Employee Benefits and Additional Counseling Services Staff Staff salaries and benefits are 70% of the total expenditures at SHAC. All of the SFRB allocation is used to fund SHAC staff and student employee salaries and benefits. Salaries and benefits to staff SHAC adequately for the volume of patients seen, is vital to the functioning of the organization. SHAC is requesting $230,000 additional funding from student fees for the following: 5

9 Current Employee Benefits $100,000: SHAC is experiencing significant increases in the cost for employee benefits and did not budget sufficient funds to cover staff benefits in FY SHAC Retirement fund contribution expense has increased 3%, plus a VEBA contribution of.75% and a Foundation charge of.5%, between FY13 and FY14 (total 4.25% increase = $190,000 expense). Group insurance contribution by SHAC also increased 8.6% % in FY13, plus 4.5% in FY14. SHAC will likely need to raise visit fees to cover the cost of benefit increases, unless additional student fee support is provided. See also Appendix B: Student Fees & Salary/Benefit Costs. Behavioral Health Consultant $95,000 (Salary + Benefits): SHAC has been experiencing a demand for Counseling Services and wishes to add a Behavioral Health Consultant to improve integration with medical services, expand patient intake capacity, and provide additional counseling appointments (25/week) for students. The Behavioral Health Consultant (BHC) conducts the Triage process in Counseling and consults with primary care providers about their patients within an integrated health care clinic. Brief interventions aimed at decreasing depressive or anxiety-related symptomatology at the time of patients medical visits would be employed. This position relies heavily on providing psychoeducation and teaching clients skills to help them manage their symptoms. The use of a Behavioral Health Consultant will improve the efficiency of intake, and ensure students receive the correct type of service in an appropriate time frame for the problem or issue. Psychiatric Services (On-Call) $35,000: SHAC now employs a Psychiatrist 24 hours per week (.6 FTE). SHAC would like to add an on-call/part-time Psychiatrist to provide services during peak months of the semester. Often the demand for Psychiatric services outstrips the number of appointments available and leads to waiting times of several weeks during this peak demand time. Other SHAC Budget Considerations New Building/Renovations Pending: SHAC should add 7,000-10,000 square feet of space to adequately serve current students. SHAC s current facility lacks space for current/future patient care functions. The current building presents challenges to maintaining patient privacy and efficient patient flow. A request to move forward on estimating new building costs compared to the cost of expanding SHAC s current building has been submitted for President Frank s consideration. AAAHC Accreditation: SHAC will submit an application for accreditation with the Accreditation Association for Ambulatory Health Care in Describe student participation in your unit, and any plans to improve it. a. How are students involved in the governance/decision-making of your unit? b. How many students do you employ (including graduate assistants, interns, etc.)? Student Health Leadership Council (SHLC): SHLC consists of students, student government representatives, and SHAC staff. New officers are elected each year; 10 students served throughout (attended at least one meeting). See Appendix C: SHLC Membership List. A student President oversees committee representation. Members make recommendations to SHAC administration regarding services, patient comments, health insurance, marketing, SFRB funding requests, and policies. All patient satisfaction surveys are reviewed, and suggestions for improvement are discussed. SHLC meets every two weeks during fall and spring semesters. The 6

10 student president and vice-president are sent to the American College Health Association Annual Meeting to network with staff and student representatives from colleges across the nation SHLC activities included: Input for Provost-funded feasibility study of a Wellness Center to house SHAC in the future. SHLC helped evaluate the new Sexually Transmitted Infection screening program at SHAC, which began in August Patient Survey and Comments: SHAC continuously assesses and actively seeks input regarding SHAC services and health needs of students. SHAC systematically obtains feedback for program development and evaluation, and continuously evaluates operations to guarantee a user-friendly service to the students. SHAC asks patients for feedback after each visit via an link to a UNM Campus Labs web survey. Survey questions are changed periodically to elicit responses on various services and satisfaction levels. In , the total number of surveys collected was 2,688. The surveys are reviewed by SHAC staff, including the Quality Assessment / Improvement Committee and the SHLC. See Appendix A: Patient Satisfaction Survey Results. Student Fee Review Board: SFRB members represent student constituents. Recommendations are provided with funding allocations. SHAC seriously considers the recommendations and considers them mandates for change. Number of Students Employed at SHAC: The following undergraduate students were employed in : 4 Clinical Assistants in Nursing; and 2 Program Assistants in Health Education. 5. Describe specific improvements your unit has made in the last fiscal year to increase the visibility/accessibility of its services, and any plans to further improve visibility/accessibility. Specific Improvements to Increase Visibility/Accessibility Hours of Operation: New extended hours (8:00 AM 6:00 PM, Monday Thursday; 8:00 AM 5:00 PM, Friday) were implemented in August SHAC s same-day appointment system was maintained for maximum student access and convenience. No-Charge STI testing is offered on STI Testing Tuesdays : Collaborating with NM Department of Health, SHAC offers online appointments two Tuesdays per month for Chlamydia and Gonorrhea testing. SHAC Counseling Services: SHAC added availability of on-site Counseling Services and/or Counseling Outreach to the following Campus Centers: Law School, African American Student Services, and El Centro de la Raza. Electronic Health Records Secure Message System: SHAC fully implemented a secure message system for patient/practitioner communication. Lab test results are sent to patients through the system and students can leave messages for their practitioners. 5,149 secure messages were sent to patients from SHAC practitioners in Many times these message communications prevent a patient from additional appointments to see practitioners. Influenza Vaccination Clinics: In collaboration with UNM Health Sciences, SHAC held Flu Shot Clinics in the SUB in Fall 2013 (2,915 immunized). SHAC also immunized students throughout the year in the Allergy & Immunization Clinic. Travel Clinic: SHAC took several steps, including the appointment of a Travel Clinic Coordinator to work closely with the Global Education Office to provide adequate 7

11 appointments for upcoming student travel. Sexual Assault Response Team: SHAC clarified Medical & Counseling roles in responding to student sexual assault, and developed a protocol for facilitated access to services. Health Insurance Programs: The Student Health Insurance policy is offered to Graduate and Teaching Assistants, International Students, and other students required by UNM to have health insurance. The Student Health Insurance plan incentivizes the use of SHAC services. SHAC is helping students determine their qualification for NM Centennial Care (Medicaid Expansion) and helping them shop on the NM Insurance Exchange. A Navigator is stationed at SHAC to help provide this service. Veterans Retreat: SHAC participated in fund raising and provided Counseling Services for a Veterans Retreat to help veterans successfully transition to campus life. Campus & Community Outreach: SHAC participated or conducted 487 events, and reached a total of 17,170 people. Additionally, Health Education had 1,321 visits for health information or services. SHAC participated in New Student Orientations. SHAC provided Student Health 101 (an electronic newsletter that is sent monthly to all Freshman students). Specific activities are listed in Appendix D: Outreach. Condom-Mint Program: Health Education distributed condoms to 14 different departments on campus. 24,317 condoms were distributed at no charge to students. Expanded Healthy Weight Program: 59 students participated in 110 group fitness and 71 group nutrition workshops, and in 9 cooking demonstrations. Plans to Further Increase Visibility/Accessibility Self-Check-In: Self-check in stations will be installed in September, to allow many students to check into their appointments and provide health information, without stopping at the front reception area. Case Manager in Counseling: Counseling Services added a Case Manager to help coordinate care for high-risk students. Improved Website: SHAC will be implementing an improved website design for ease of use. I-Pad Check-In: Front Reception will implement an I-pad sign-in system to reduce lines and increase privacy for patient check-in. Improve Counseling and Psychiatric Services Access: SHAC is hoping to add an on-call Psychiatrist to provide additional services during the busy part of the semester and to add a Behavioral Health Consultant to provide triage and intake services, insuring efficiency in the Counseling Service area. Continue to enhance skill-building workshops offered by Counseling Services. Continue to expand the Healthy Weight Program. 6. How does your unit collaborate with other campus units and/or off-campus entities? Medical Services Office of Graduate Studies: Graduate Student Health Insurance policy selection/enrollment. Travel Programs: Travel Health education, insurance, and medical services. Health Sciences Student Programs: Immunization compliance, flu clinics, blood and body fluid exposures, and post-communicable disease exposure evaluation and treatment. 8

12 Campus Safety and Emergency Management: Mask fit testing evaluations and emergency operations planning. Campus housing and childcare services: Communicable disease issues. Counseling Services: As a major part of SHAC s outreach function, Counseling Services collaborates with other UNM offices to assure student safety and improve student mental health through appropriate referrals and connection to services. Counseling Services offers a third-party crisis call system about specific students of concern. The Director or on-call therapist consults with the caller about his/her concerns, offering options for intervention. Counseling Services participates in training for Residence Life and Student Housing staff, including Resident Advisors and Community Directors. Counseling Services also collaborates with the Athletic Department to supervise counseling services provided off-site, to UNM athletes. Specific departments frequently request training from Counseling Services for staff members in how to deal with student issues. As gaps in student services are identified, Counseling Services has been involved in committees and task forces to plan for services, support grant applications, and coordinate efforts to increase student success. Many UNM programs and offices are involved in these efforts. Health Education and Outreach Services: Health Education and Outreach Services collaborate to provide many education programs on campus. See list of Outreach programs in Appendix D. Off-Campus Collaborations include: SHAC collaborates with NM Department of Health to offer no-charge STI testing on STI Testing Tuesdays. SHAC sees CNMCC students for evaluation of acute issues, travel health, colposcopies, X-rays for orthopedic issues, and specialty referrals. This is done in collaboration with the CNMCC SHC. SHAC works with Rape Crisis Center as well as Sexual Assault Nurse Examiners (SANE) program. 7. What methods have been used in evaluating your unit s impact on the student population (e.g. surveys, focus groups, interviews), and how effective have those methods been? Demand for Services Patient Care: SHAC had 64,808 total patient contacts in FY ,333 were practitioner visits, and 29,475 were pharmacy services. Additionally, SHAC had 18,491 outreach contacts. SHAC s Electronic Health Record tracks the number and nature of patient visits, plus demographic information. Patient Surveys N=2,688: Health problems can interfere with quality of life and can be a significant barrier to academic success. In , 2,688 patients completed SHAC s postencounter survey. The patients completing the survey indicated the following: 38% of students agreed or strongly agreed that health problems interfered with their ability to conduct academic work (Counseling Services = 70%). 11% of students agreed or strongly agreed that they considered leaving UNM due to health problems (Counseling Services = 42%). 32% of students agreed or strongly agreed with the statement SHAC assisted me in remaining in school (Counseling Services = 46%). 36% of students agreed or strongly agreed with the statement SHAC services helped me 9

13 improve my academic work (Counseling Services = 56%). Health Education and preventative medicine encourages healthy lifestyles and helps students avoid illness. Vaccination and travel health programs protect students from infectious disease. SHAC s treatment of urgent medical and mental health problems keeps many students out of city emergency rooms. The financial and time burden of emergency room or urgent care visits would be prohibitive for some UNM students. Quality Management Program: A Quality Management program monitors services to ensure that SHAC maintains excellence and that the care provided has a positive impact on students. Student Health Leadership Council (SHLC): Members seek student input and make recommendations to SHAC about policies and services with the greatest impact on students. Patient demand for services, SHAC s post-encounter survey, the Student Health Leadership Council, plus input from GPSA, ASUNM, and the SFRB, have all been very effective methods for gauging SHAC s impact on student population and how SHAC meets student expectations. 8. What are your unit s current non-sfrb sources of funding, and if applicable, what additional sources are you seeking this fiscal year? a. What increases or decreases from non-sfrb funding sources do you anticipate compared to your budget last year. SHAC asked for I & G funding to support Counseling Service initiatives on Campus. SHAC was provided $40,000 in I&G funding from the Provost s Office to fund a.5 FTE Case Manager. Counseling Services received a $2,500 grant in , from the American College Health Association (ACHA), to develop internet-based counseling tools for Distance Learning. The tools were developed and a model presented at ACHA s annual meeting. 9. What are your unit s current plans to address the recommendations of last year s SFRB? Provide information to the SFRB about how the ACA and Medicaid expansion have affected SHAC expenses: It is too early to fully predict the effect of ACA and Medicaid expansion on revenue and expenses. During FY13-14, the number of students visiting SHAC with no insurance decreased from 32% to 27%. The increase in students with insurance will likely increase SHAC utilization, as medical providers in the community often have long waittimes for appointments. SHAC successfully applied to serve as a Centennial Care/Medicaid provider in New Mexico. If more students have insurance as part of ACA changes, SHAC is hoping to increase revenue through insurance billing. On the expense side, SHAC has been providing services to help students with navigating their insurance options. Credentialing, contracting, and billing processes have increased the number of employees needed to perform these functions. SHAC has also added IT functions and staff. Up to this point, we have added positions to assist in these areas, and covered the expenses with the additional revenue earned through the insurance billing processes. Consider a way to address overwhelming demand for Counseling Services, and provide suggestions to SFRB: SHAC is proposing to add a Behavioral Health Specialist. See Question #3: Increase in SFRB Funding Request. 10

14 APPENDICES Appendix A: Patient Satisfaction Survey Results Appendix B: Student Fees & Salary/Benefit Costs Appendix C: Student Health Leadership Council Membership List Appendix D: Outreach

15 Appendix A: Survey Results UNM Student Health & Counseling (SHAC) Patient Satisfaction Survey Results SHAC uses a UNM Campus Labs web survey to ask patients for feedback on the health care they receive at SHAC. The total number of surveys collected for was 2,688. Below are the results to the survey questions. Note: 2,427 respondents completed the entire survey. X:\Reports\Annual Report\ \Patient Satisfaction Results

16 Q4. Which receptionist assisted you? % Alysha % Brianna % Danielle % Desiree % Gina % Sarah % Veronica % I don't know (describe receptionist or window location) 2544 Respondents Q5. Which provider did you see? % Barbara Krause CNP % Barbara Oakland PA % Bennette Meyer CNP % Beverly Kloeppel MD % Francine Olmstead MD % James Wilterding MD % Jill Miller MD % Kathryn Williams MD % Laura Allen MD % Laura Morales PA % Laura Veytia PA % Lawrence Carreon PA % Mari Forbes MD % Nancy McGough CNP % Peggy Spencer MD % Rena Covell CNP % Ronica Martinez MD % I don't know 1496 Respondents

17 Q6. Which provider did you see? % Ben Klein % Don Trahan MD % Gary Borrell MD % Harry Linneman % Joseph Bousquet % Karl Ponchalek % Kathleen Schindler-Wright % Ray Mitchell % Ruben Zurita % Stacy Lowe % Stephanie Mclver % Teresa Law % Val Valle % I don't know 838 Respondents Q7. Which massage therapy provider did you see? % Patricia Ames % Patrick Hepburn % Thomas Render % I don't know 59 Respondents Q8. Which physical therapy provider did you see? % Diane Beach % Linda Oberdorfer % Amy Ritchie % I don't know 18 Respondents Q9. Please indicate your level of agreement with the following statement: - The instructions my provider gave me regarding follow-up care were clear % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 1496 Respondents

18 Q10. Please indicate your level of agreement with the following statement: - The practitioner was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 1496 Respondents Q11. Please indicate your level of agreement with the following statement: - The practitioner was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 1496 Respondents Q12. Please indicate your level of agreement with the following statement: - The walk-in/urgent care staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 399 Respondents Q13. Please indicate your level of agreement with the following statement: - The walk-in/urgent care staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 399 Respondents Q14. Please indicate your level of agreement with the following statement: - The women's health staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 356 Respondents

19 Q15. Please indicate your level of agreement with the following statement: - The women's health staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 356 Respondents Q16. Please indicate your level of agreement with the following statement: - The counseling services staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 546 Respondents Q17. Please indicate your level of agreement with the following statement: - The counseling services staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 546 Respondents Q18. Please indicate your level of agreement with the following statement: - My problems interfered with my ability to conduct my academic work % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 546 Respondents Q19. Please indicate your level of agreement with the following statement: - I once considered leaving UNM due to my problems % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 546 Respondents

20 Q20. Please indicate your level of agreement with the following statement: - Counseling services assisted me in remaining in school % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 546 Respondents Q21. Please indicate your level of agreement with the following statement: - Counseling services helped me improve my academic work % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 546 Respondents Q22. Please indicate your level of agreement with the following statement: - The health education staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 6 Respondents Q23. Please indicate your level of agreement with the following statement: - The health education staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 6 Respondents Q24. Please indicate your level of agreement with the following statement: - The lab staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 351 Respondents

21 Q25. Please indicate your level of agreement with the following statement: - The lab staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 351 Respondents Q26. Please indicate your level of agreement with the following statement: - The x-ray staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 75 Respondents Q27. Please indicate your level of agreement with the following statement: - The x-ray staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 75 Respondents Q28. Please indicate your level of agreement with the following statement: - The physical therapy staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 58 Respondents Q29. Please indicate your level of agreement with the following statement: - The physical therapy staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 58 Respondents

22 Q30. Please indicate your level of agreement with the following statement: - The massage therapy staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 119 Respondents Q31. Please indicate your level of agreement with the following statement: - The massage therapy staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 119 Respondents Q32. Please indicate your level of agreement with the following statement: - The Allergy and Immunization staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 480 Respondents Q33. Please indicate your level of agreement with the following statement: - The Allergy and Immunization staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 480 Respondents Q34. Please indicate your level of agreement with the following statement: - The Pharmacy staff was competent and knowledgeable % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 394 Respondents

23 Q35. Please indicate your level of agreement with the following statement: - The Pharmacy staff was friendly and helpful % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 394 Respondents Q36. Please indicate your level of agreement with the following statement: - My health problems interfered with my ability to conduct my academic work % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 1892 Respondents Q37. Please indicate your level of agreement with the following statement: - I once considered leaving UNM due to my health problems % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 1892 Respondents Q38. Please indicate your level of agreement with the following statement: - SHAC services assisted me in remaining in school % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 2005 Respondents Q39. Please indicate your level of agreement with the following statement: - SHAC services helped me improve my academic work % Strongly Agree % Agree % Neutral % Disagree % Strongly Disagree 2005 Respondents

24 Q40. Please rate the following: - The availability and timeliness of appointment scheduling % Excellent % Good % Satisfactory % Poor % Not Applicable 2427 Respondents Q41. Please rate the following: - The competence of the reception area staff % Excellent % Good % Satisfactory % Poor % Not Applicable 2427 Respondents Q42. Please rate the following: - The friendliness and helpfulness of the reception area staff % Excellent % Good % Satisfactory % Poor % Not Applicable 2427 Respondents Q43. Please rate the following: - Our concern for your privacy and the confidentiality of your health information % Excellent % Good % Satisfactory % Poor % Not Applicable 2427 Respondents Q44. Please rate the following: - Your overall SHAC experience % Excellent % Good % Satisfactory % Poor % Not Applicable 2427 Respondents

25 Q45. Please indicate your level of agreement with the following statements: - The nutrition staff was competent and knowledgeable % Strongly agree % Agree % Neutral % Disagree % Strongly disagree 4 Respondents Q46. Please indicate your level of agreement with the following statements: - The nutrition staff was friendly and helpful % Strongly agree % Agree % Neutral % Disagree % Strongly disagree 4 Respondents Q47. What is the likelihood of you recommending the SHAC to others? % Very likely % Somewhat likely % Slightly likely % Not at all likely 2427 Respondents Q48. Please provide any additional comments in the space below. Please be as specific as possible in order to help us serve you better % 867 Respondents Q49. Would you like to be contacted regarding any of your comments or responses? % Yes (please provide name and address) % No 2427 Respondents

26 UNM Student Health & Counseling (SHAC) Patient Satisfaction Survey Results Patient Comment Summary SHAC uses a UNM Campus Labs web survey to ask patients for feedback on the health care they receive at SHAC. The total number of surveys collected for was 2, comments were received. Below are examples of these comments. (A copy of all of the comments received is available upon request from SHAC.) Positive Comments = 724 Examples As I prepare to graduate this summer, I have been reflecting upon my time in New Mexico. Without question, SHAC has been a deciding factor in my positive reflection on the last 6 years. Thank you for your competent, fast, and friendly service. You all really made more of a difference in my life than you might expect. At the very least I am alive and healthy today. Two things that might not be true without your hard and dedicated work. Thank you, SHAC. I felt like the whole SHAC's staff was extremely nice and helpful. I definitely have had a great experience at SHAC every single visit for the past year that I have been going. Since I have no insurance, I always delay taking care of my health. SHAC made it more feasible and hassle free. Every person I have ever encountered working at SHAC has been fantastic, competent, and friendly. I appreciate the high quality of the staff, and their willingness to go above and beyond when needed! Everyone in the office was very happy and friendly. People helped me for no reason. I engaged in conversation throughout the building. I got better service here than at UNMH. I got more useful information than I get from my doctor. Where do your staff members get their happy pills from and where do they sell these happy pills because I need one? You have the best environment I have seen on campus all semester. Honestly, I would return to SHAC for any care that I need down the road. The immunization staff was really great, as was the receptionist who helped me, and the two lab techs. I was really, seriously, astonished with the level of care I received today. I always have an excellent experience at the SHAC. I find the doctors to be down-to-earth, friendly, and knowledgeable. Getting an appointment is easier than it has ever been in my life! Also, the pharmacy is quick and convenient. I'll be sad when I graduate and can't use the SHAC any longer. I don't really have much else to say... it was a great visit, very helpful, and at the perfect price. Even with the ACA I can't afford insurance, so having this resource is invaluable. Thank you for being here.