Mary s Center Spring 2015 Needs Assessment Questionnaire. Julie Grysavage The George Washington University

Transcription

1 Mary s Center Spring 2015 Needs Assessment Questionnaire Julie Grysavage The George Washington University

2 Overview Goal: to perform an updated needs assessment questionnaire (31 questions total) assessing: Part 1: Self-reported patient demographics Part 2: Social, Economic and Education Situation Part 3: About Mary s Center > 13 years old Two groups: Waiting room Phone and

3 Waiting Room: What did we do? Volunteers approached every other patient and asked them about completing a paper survey This is a Convenience Sample, not randomized The volunteer assisted the patient as necessary Final total= 179 surveys

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5 Results

6 How old % Above 71 1% % are you? % % % % %

7 How long have you lived at your address? 8 or more years 30% 0-2 years 22% 2-4 years 16% 6-8 years 13% 4-6 years 19%

8 In what country were you born? United States 8% Other 92%

9 Dominican Republic 1% Ethiopia 2% Cameroon 4% Honduras 9% Burkina Faso 1% Congo 1% Peru 1% Bangladesh 1% If Other, please specify. Guatemala 16% El Salvador 64%

10 Other the school/education 3% the afterschool and summer programs 1% the health the mental education I health care receive 4% 4% the social services programs 6% environment 8% the dental care 10% the staff 20% 0% the mission What do 8% you like the location about 13% Mary s the medical care 23% Center?

11 not being understood well by my clinical provider 1% none in the last 6 months 13% unable to come for walk-in services when sick 16% unable to get an appointment within 2 weeks 18% not enough time with your clinic provider 7% waiting too long to be see (more than 30 min) 17% waiting too long on the phone (more than 15 min) 22% Seeing your preferred clinician/denti st/therapist 6% Barriers to Getting Care at Mary s Center: DC Locations

12 none in the last 6 months unable to 18% come for walkin services when sick 3% not being understood well by my clinical provider 1% not enough time with your clinic provider 2% unable to get an appointment within 2 weeks 16% Seeing your preferred clinician/denti st/therapist 2% waiting too long to be see (more than 30 min) 25% waiting too long on the phone (more than 15 min) 33% Barriers to Getting Care at Mary s Center: MD Locations

13 it was not on my mind, but I just didn t have for regular check-up 7% did not have money to pay for services that were not covered by insurance 16% I received care somewhere else & decided to switch 12% I was not sick 21% did not have insurance 44% Before coming to Mary s Center, what prevented you from getting health care services?

14 did not use this service 2% more than 45 mins 30% 30 to 45 mins 20% 0 to 15 mins 17% 15 to 30 mins 31% When you come to Mary s Center, how long do you usually have to wait before seeing your Clinician/Provid er?

15 more than 45 mins 7% 30 to 45 mins 15% did not use this service 16% 0 to 15 mins 29% When you come to Mary s Center, how long do you usually have to wait before seeing your Dentist? 15 to 30 mins 33%

16 more than 45 mins 2% did not use this service 60% 0 to 15 mins 19% 15 to 30 mins 19% 30 to 45 mins 0% When you come to Mary s Center, how long do you usually have to wait before seeing your Therapist?

17 30 to 45 mins 7% have not attended 6% more than 45 mins 9% 0 to 15 mins 49% When you come to Mary s Center, how long do you usually have to wait before being able to get your blood drawn? 15 to 30 mins 29%

18 No 2% Would you recommend Mary s Center to a friend? Yes 98% If no, why not: 1. not organized=1 2. wait too long=1 3. difficult to communicate over phone=1

19 help Latinos 2% atmosphere/great place 4% care for children/prenatal 1% organized/not crowded 2% affordable 5% convenient 2% location 2% fast 1% for the doctors 1% Briya 1% professionalism 1% knowledgeable staff 1% good/varied services 22% Why you recommend Mary s Center to a friend? friendly staff 5% speak Spanish 6% good care 21% help with payment/not limited if no insurance 9% for the help they give 14%

20 kinder receptionists 2% more personnel 4% see the same doctor/don't change doctor 3% improve wait times 13% everything is fine 3% no recommendations 6% more doctors 7% make appt in 2 weeks 2% faster service/system to make appts 13% improve phone service 28% improve phone system to make appts 14% One percent categories: 1. More explanation during appointments 2. Entertainment for kids 3. More parking 4. Improve mental health (can never get an appt) 5. Tell patients when their insurance is done 6. Better organization 7. Inform the patient when you will charge for services 8. Prenatal check ups should include dental care 9. Better doctors 10. More respect 11. Sports program 12. Turn AC on What are 3 special recomme ndations you have for improving our services?

21 Phone and What did we do? Randomized the list of 2014 patients: patients either received an or a call from a volunteer Completed a Survey Monkey Only those that used the medical service + one other service This represented the cohort of more frequent patients

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23 Originally, we aimed for 380 patients Patient population: 34, 116 Confidence Level: 95% Confidence Interval (Margin of Error): 5% Our final number was 293 Margin of Error: 5.7%

24 Results

25 How old are you? (English)

26 How old are you? (Spanish)

27 How long have you lived at your address? (English) (Spanish)

28 In what country were you born? (English) (Spanish)

29 If Other, please specify: DC Locations Senegal 5% Mexico 5% Honduras 5% Nigeria 5% Peru 5% Iran 9% Estonia 5% Ethiopia 14% Eritrea 5% Guatemala 9% Canada 5% El Salvador 9% France 5% Netherlands 5% Tanzania 9% Nicaragua 1% Panama 1% Peru 3% Panama 1% Columbia 2% Costa Rica 1% Mexico 10% Guatemala 13% Honduras 11% Dominican Republic 3% El Salvador 54% (English) (Spanish)

30 If Other, please specify: MD Locations Togo 20% Ghana 20% Guatemala 27% Cameroon 20% Haiti 20% Mexico 7% El Salvador 54% Panama 20% (English) Bolivia 1% Columbia 2% Venezuela 2% Honduras 7% (Spanish)

31 What do you like about Mary s Center? (English)

32 What do you like about Mary s Center? (Spanish)

33 Barriers to Getting Care at Mary s Center:(English)

34 Barriers to Getting Care at Mary s Center:(Spanish)

35 Before coming to Mary s Center, what prevented you from getting healthcare services? (English)

36 Before coming to Mary s Center, what prevented you from getting healthcare services? (Spanish)

37 When you come to Mary s Center, how long do you usually have to wait before seeing your Provider? (English) (Spanish)

38 When you come to Mary s Center, how long do you usually have to wait before seeing your Dentist? (English) (Spanish)

39 When you come to Mary s Center, how long do you usually have to wait before seeing your Therapist? (English) (Spanish)

40 When you come to Mary s Center, how long do you usually have to wait before being able to get your blood drawn? (English) (Spanish)

41 Would you recommend Mary s Center to a friend? (English) (Spanish)

42 What are 3 special recommendations you have for improving our services? (English) results available from other clinics 3% reading materials for kids in the waiting room 2% improve phone service (efficiency & ease of use) 10% outreach about Mary's Center/programs 2% more professional nurses/staff 3% American employees 3% more available appointments 2% same doctor 3% decrease wait time (lobby or in the exam room) 17% none 20% more respect 6% more quality time with patient/focus on the patient 3% front desk politeness/training 4% walk in service more accessible 3% phone staff training 2% One percent categories: 1. Creating specific areas for sick patients 2. Online appointment portal 3. Write prescriptions exactly as intended 4. Call patient with information after appointment 5. Improve contact with doctor 6. Add a snack machine/coffee/tea 7. More staff 8. Decrease time for blood work 9. Sunday hours 10. More mental health programs 11. Improve flow through the clinic 12. Geriatric focus

43 What are 3 special recommendations you have for improving our services? (Spanish) mejorar el servicio dental 2% mejor atención 3% que los médicos los examinen/mejor comunicación 2% ninguno 6% la referencias rápido 3% seguro a bajo costo/más ayuda con el seguro dar una cita en menos de 2 2% semanas/más pronto 4% que no se cambien los médicos 2% que el personal sea más amable/dedicados 10% que el personal/médicos hable español 3% que puedan atender sin cita 5% más personal 9% mejorar el tiempo de espera/más médicos 25% mejorar el tiempo en el telefono 15%

44 One percent categories: 1. Servicios sociales mejores 2. añadir más centros de Mary's Center 3. Que sea más rápido cuando sacan sangre 4. Menos burocracia 5. Dar information de los efectos de medicamentos 6. Más atención en el area de consejera 7. Tienen que repetir los examenes de sangre 8. Que se enfoquen en el paciente 9. Más opciones de cuidado de salud 10.Deberian llamara para darle los resultados de sangre 11.Refer people to Medstar or Howard Hospitals (this reply was given in English, but on a Spanish questionnaire). No other explanation available. 12.Citas sábados y domingos 13.Programas de salud para adultos 14.atender a todos los pacientes aunque no sean del mismo condado de 15.que el horario de la cita sea el correcto 16.cambiar las parteras 17.cambiar al personal de laboratorio 18.no discriminación 19.gestión de tiempo/mejor organización

45 Going forward Understanding the barriers to care and factors that prevent patients from receiving care before coming to Mary s Center Literature Review: Ethnicity, Insurance, Barriers to Care

46 Acknowledgements Alis Marachelian and Bethlehem Muleta, and the Health Promotion staff Volunteers Ana Alvarez, Cecilia Perry, Carolina Kenrick, Robel Asmerom, Sharari Bryan, Sangida Nasifa, Gloria Hilda Gallo Aviles, Raquel Vargas Diaz The patients who took the time to fill out the surveys and give constructive feedback!