Beaver County Phone Survey Form and Results

Beaver County Phone Survey Form and Results Beaver County Oklahoma State Department of Health Oklahoma Office of Rural Health Oklahoma Cooperative Extension Service Oklahoma State University September 2002

AE-02155 Beaver County Memorial Hospital Medical Service Area Phone Survey and Results Dondee Payne - Student Extension Associates, OSU, Stillwater (405) 744-6083 Kirk D. Christie - Assistant Extension Specialist, OSU, Stillwater (405) 744-6081 Gerald A. Doeksen - Extension Economist, OSU, Stillwater (405) 744-6081 Rick Nelson - Beaver County Extension Director, Beaver (580) 625-3464 Stan Ralstin - Area Extension Rural Development Specialist, Enid (580) 233-5295 Alexandria Hart - Regional Health Consultant, Oklahoma City (405) 271-8750 Val Schott - Director, Oklahoma Office of Rural Health, Oklahoma City (405) 271-8750 RURAL DEVELOPMENT OKLAHOMA COOPERATIVE EXTENSION SERVICE OKLAHOMA STATE UNIVERSITY September 2002

Beaver County Memorial Hospital Medical Service Area Telephone Survey Form

Beaver County Survey Form Screener [zip codes and names of communities included in survey] 73931 Balko, Bryan s Corner, Boyd, Gray 73932 Beaver, Elmwood 73938 Forgan, Floris, Mocane 73844 Gate 73847 Knowles 73848 Logan, Slapout 73950 Turpin 1. Do you use a family doctor/nurse practitioner for most of your routine health care? Yes No 2. If no, who do you go to for routine care? 3. Where do you go the most for your family s routine health care needs? Amarillo, TX Elkhart, KS Meade, KS Beaver, OK Guymon, OK Oklahoma City, OK Booker, TX Hooker, OK Perryton, TX Buffalo, OK Laverne, OK Turpin, OK Dodge City, KS Liberal, KS Woodward, OK Other Other 4. If you use a family doctor/nurse practitioner outside of Beaver County, why? 5. If you or your family members have used a family doctor/nurse practitioner at the Beaver County Memorial Hospital in the last 12 months, were you satisfied with the quality of care you received? Satisfied Dissatisfied If dissatisfied, why? 6. Do you think there are enough family doctors in Beaver County? Yes No Don t Know 7. What specialist(s) have you or your family members seen in the past 12 months and in what city is the specialist(s) located? Specialist City

Beaver County Survey Form 8. What health insurance covers you and your family? You Family Insurance through Employer/ Previous Employer Medicare Medicare Supplement Medicaid or Sooner Care Champus/TriCare Program VA benefits Self-Paid Plan Native American Benefits Do Not Have Health Insurance 9. If you do not have health insurance coverage, which best describes why? Cannot afford coverage Pre-existing medical condition 10. Has any member of your household used the services of a hospital in the past 12 months? Yes No 11. If Yes to number 10, at which hospital(s)? Amarillo, TX Liberal, KS Woodward, OK Beaver, OK Meade, KS Other Buffalo, OK Oklahoma City, OK Elkhart, KS Perryton, TX Guymon, OK Shattuck, OK 12. If other than Beaver County Memorial Hospital, why did you choose this/these hospital(s)? 13. If subject DID NOT select Beaver County Memorial Hospital, ask what hospital services did you use in the past 12 months at other Hospital(s)? Ambulance Services Nursing Facility Rural Health Clinic Birthing Services Outpatient Surgery Emergency Room Physical Therapy Laboratory (blood) Tests Radiology (x-ray, CT, mammogram) Inpatient Surgery Respiratory Therapy Inpatient Stay Respite Care 14. If subject selected Beaver County Memorial Hospital in Question 11, how would you describe your experience at Beaver County Memorial Hospital? Satisfied Dissatisfied If dissatisfied, why?

Beaver County Survey Form 15. If you have used Emergency Room services in the past 12 months at the Beaver County Memorial Hospital, what services were used? Cardiac Evaluation Routine Illness Laboratory Trauma Care Obstetrics (OB) X-Ray (Radiology) Respiratory Therapy Other 16. If answered 15, how would you describe your experience at the emergency room in Beaver County Memorial Hospital? Satisfied Dissatisfied If dissatisfied, why? 17. Has any member of your household used the services of the Beaver County Health Department or your local health department in the past 12 months? Yes No 18. If Yes to Number 17, were you: Satisfied Dissatisfied If dissatisfied, why? 19. Does your community provide adequate services for the following: Yes No Don t Know Ambulance Service Assisted Living Home Health Care Nursing Home Outpatient Services (i.e. Phys. Therapy, Lab, X-ray) Pharmacy Services 20. What concerns you most about health care in your community? (INTERVIEWER: 1 OR 2 ISSUES) 21. What is your age? 18-20 21-30 31-40 41-50 51-60 61-70 71-80 81+ 22. What is your race? (Optional) White Asian Hispanic African American Native American Other

TEMPLATE: TELEPHONE SURVEY Page 4 of 4 23. What is your yearly household income? Less than $10,000 $10,000 to less than $15,000 $15,000 to less than $20,000 $20,000 to less than $25,000 $25,000 to less than $35,000 $35,000 to $50,000 Over $50,000 [Do not read Don't know/not sure these responses.] Refused 24. DO NOT ASK THIS QUESTION!!!! Interviewer will decide on the answer to this question!!! Male Female Unknown (Can t Tell)

Beaver County Memorial Hospital Medical Service Area Telephone Survey Results

QScreen. What is your zip code? Response Frequency Percent 73932 Beaver, Elmwood 83 41% 73950 Turpin, Baker 51 25% 73938 Forgan, Floris, Mocane 30 15% 73931 Balko, Boyd, Gray, BC 19 9% 73848 Logan, Slapout, Laverne 14 7% 73844 Gate 4 2% 73847 Knowles 2 1% Total 203 100% 0% 10% 20% 30% 40% 50% Beaver, Elmwood 41% Turpin, Baker 25% Forgan, Floris, Mocane 15% Balko, Boyd, Gray, BC Logan, Slapout, Laverne 7% 9% Gate Knowles 2% 1% Beaver County Hospital Medical Service Area Telephone Survey 1

Q1. Do you use a family doctor for most of your routine care? Yes 197 97% No 6 3% Total 203 100% Yes 97% No 3% Beaver County Hospital Medical Service Area Telephone Survey 2

Q2. If no, who do you go to for routine care? Hospital 2 33% Doctor 2 33% Specialist 1 17% Don't Go 1 17% Total Responses 6 100% Beaver County Hospital Medical Service Area Telephone Survey 3

Q3. Where do you go the most for your family's routine health care needs? Response No. Percent Response No. Percent Beaver, OK 100 49% Laverne, OK 3 2% Liberal, KS 50 25% Amarillo, TX 1 0.5% Perryton, TX 9 4% Booker, TX 1 0.5% Turpin, OK 8 4% Oklahoma City, OK 1 0.5% Woodward, OK 8 4% Don't Know 1 0.5% Guymon, OK 7 3% Other 11 5% Hooker, OK 3 2% Total 203 100% 0% 10% 20% 30% 40% 50% 60% Beaver, OK Liberal, KS Perryton, TX Turpin, OK Woodward, OK Guymon, OK Laverne, OK Amarillo, TX Booker, TX Oklahoma City, OK Don't Know Other 4% 4% 4% 3% 2% 0.5% 0.5% 0.5% 0.5% 5% 25% 49% Beaver County Hospital Medical Service Area Telephone Survey 4

Q4. Why do you use a doctor outside of the Beaver County? Closer to Home/Convenience 45 46% Personal Preference 21 21% Confidence/Quality of Care 10 10% Established Patient 9 9% Insurance/Cost/Affordability 8 8% Specialist 6 6% Total Responses 99 100% Beaver County Hospital Medical Service Area Telephone Survey 5

Q5A. Have you or your family members used a family doctor in the in Beaver County within the last 12 months? Frequency Percent Yes 125 62% No 78 38% Total 203 100% No 38% Yes 62% Beaver County Hospital Medical Service Area Telephone Survey 6

Q5B. Were you satisfied or dissatisfied with the quality of care you received from the family doctor in the Beaver County? Satisfied 119 94% Dissatisfied 6 5% Don't Know 1 1% Total 126 100% Dissatisfied 5% Don't Know 1% Satisfied 94% Beaver County Hospital Medical Service Area Telephone Survey 7

5C. Why were you dissatisfied with the quality of care you received from the family doctor in Beaver County? Misdiagnosed 3 50% Lack of Quality Care 2 33% Qualified Staff 1 17% Total 6 100% Misdiagnosed 50% Qualified Staff 17% Lack of Quality Care 33% Beaver County Hospital Medical Service Area Telephone Survey 8

Q6. Do you think there are enough family doctors in the Beaver County? Frequency Percent No 107 53% Yes 51 25% Don't Know 45 22% Total 203 100% Don't Know 22% No 53% Yes 25% Beaver County Hospital Medical Service Area Telephone Survey 9

Q7. What specialist(s) have you or your family members seen in the past 12 months and in what city is the specialist(s) located? Specialist City Number Percent Orthopedist CO (1), Woodward (1), Tulsa (1), Shattuck (2), OKC (2), Enid (2), TX (4), KS (11) 24 13% Cardiologist Booker (1), Guymon (1), Woodward (2), TX (4), OKC (6), KS (7) 21 11% Ophthalmologist Guymon (1), OKC (5), KS (11) 17 9% Gynecologist Guymon (1), Enid (1), OKC (1), Woodward (2), TX (3), KS (7) 15 8% Dermatologist Woodward (1), OKC (2), TX (3), KS (9) 15 8% General surgeon TX (1), OKC (1), KS (10) 12 6% Urologist Enid (1), TX (1), Woodward (2), KS (6) 10 5% Pulmonologist Woodward (1), OKC (1), Edmond (1), KS (2), Guymon (4) 9 5% Pediatrician OKC (1), Guymon (2), KS (4), 7 4% Neurologist TX (1), Shattuck (1), OKC (1), Tulsa (1), Turpin (1), Enid (2), 7 4% Gastroenterologist Guymon (1), Woodward (1), OKC (1), KS (2), TX (2) 7 4% Internal Medicine OKC (1), Guymon (2), KS (3) 6 3% ENT OKC (1), KS (2), TX (3) 6 3% Diabetes TX (1), OKC (1), KS (4) 6 3% Allergist TX (1), KS (2), OKC (3) 6 3% Other See Listing Below* 21 11% Total Responses 189 100% Oncologist (5), Orthodontist (3), Radiologist (2), Chiropractor (2), Plastic surgeon (2), Proctologist (1), Rheumatologist (1), Pediatric Cardiologist (1), Podiatrist (1), Nephrologist (1), Pediatric Ophthalmologist (1), General Specialist (1) Beaver County Hospital Medical Service Area Telephone Survey 10

Q8. What health insurance covers you? * Insurance through Employer/Previous Employer 119 59% Medicare 65 32% Self-Paid Plan 52 26% Medicare Supplement 48 24% Medicaid/Sooner Care 8 4% VA Benefits 6 3% Champus / TriCare Program 3 1% Native American Benefits 1 0% Don't Know 1 0% Total 303 *Percent based on number of respondents. 0% 10% 20% 30% 40% 50% 60% Employer/Previous 59% Medicare 32% Self-Paid Plan Medicare Supplement Medicaid/Sooner Care VA Benefits 4% 3% 26% 24% Beaver County Hospital Medical Service Area Telephone Survey 11

Q8B. What health insurance covers your family? * Insurance through Employer/Previous Employer 84 41% Medicare 35 17% Self-Paid Plan 28 14% Medicare Supplement 24 12% Medicaid/Sooner Care 10 5% VA Benefits 5 2% Champus / TriCare Program 1 1% Total 187 *Percent based on number of respondents. 0% 10% 20% 30% 40% 50% Employer/Previous Employer 41% Medicare Self-Paid Plan Medicare Supplement 14% 12% 17% Medicaid/Sooner Care VA Benefits Champus / TriCare Program 2% 1% 5% Beaver County Hospital Medical Service Area Telephone Survey 12

Q9. Do you have health insurance? Yes 188 93% No 15 7% Total 203 100% Yes 93% No 7% Beaver County Hospital Medical Service Area Telephone Survey 13

Q9B. Which best describes why you do NOT have health insurance coverage? Cannot afford coverage 13 87% Some other reason 2 13% Total 15 100% Cannot afford coverage 87% Some other reason 13% Beaver County Hospital Medical Service Area Telephone Survey 14

Q10. Has any member of your household used the services of a hospital within the past 12 months? Yes 94 46% No 109 54% Total 203 100% Yes 46% No 54% Beaver County Hospital Medical Service Area Telephone Survey 15

Q11. At which hospital were services received? Beaver, OK 32 34% Liberal, KS 27 29% Guymon, OK 8 9% Oklahoma City, OK 5 5% Amarillo, OK 3 3% Shattuck, OK 3 3% Woodward, OK 3 3% Perryton, TX 1 1% Other 12 13% Total 94 100% 0% 10% 20% 30% 40% 50% 60% 70% Beaver, OK Liberal, KS 29% 34% Guymon, OK Oklahoma City, OK Amarillo, OK Shattuck, OK Woodward, OK Perryton, TX Other 9% 5% 3% 3% 3% 1% 13% Beaver County Hospital Medical Service Area Telephone Survey 16

Q12. If other than the Beaver Hospital, why did you choose this/these hospital? Recommendation/Referral 16 25% Closer to Home/Convenience 14 22% Established Patient 9 14% Specialist 9 14% Personal Preference 7 11% Confidence/Quality of Care 3 5% Availability of Health Services 4 6% Insurance/Cost/Affordability 2 3% Total Responses 64 100% 0% 10% 20% 30% 40% Recommendation/Referral 25% Closer to Home/Convenience 22% Established Patient Specialist Personal Preference 11% 14% 14% Confidence/Quality of Care Availability of Health Services Insurance/Cost/Affordability 3% 5% 6% Beaver County Hospital Medical Service Area Telephone Survey 17

Q13. What hospital sevices did you use in the past 12 months other than Beaver County Memorial Hospital? Response No. Percent* Response No. Percent* Laboratory Tests 46 28% Ambulance Services 5 3% Radiology 35 21% Physical Therapy 4 2% Outpatient Surgery 23 14% Birthing Services 1 1% Emergency Room 20 12% Nursing Home 1 1% Respiratory Therapy 12 7% Respite Care 1 1% Inpatient Surgery 10 6% Other 1 1% Inpatient Stay 7 4% Rural Health Clinic 5 3% Total 163 100% *Percent based on number of "Beaver County Memorial Hospital" answers in Q13. 0% 10% 20% 30% 40% 50% Laboratory Tests 28% Radiology 21% Outpatient Surgery Emergency Room 12% 14% Respiratory Therapy Inpatient Surgery Inpatient Stay Rural Health Clinic Ambulance Services Physical Therapy 7% 6% 4% 3% 3% 2% Beaver County Hospital Medical Service Area Telephone Survey 18

Q14A. How would you describe your experience at Beaver County Memorial Hospital? Satisfied 26 81% Dissatisfied 6 19% Total 32 100% Satisfied 81% I Dissatisfied 19% Beaver County Hospital Medical Service Area Telephone Survey 19

Q14B. Why were you dissatisfied with your experience at Beaver Hospital? Lack of qualified staff 3 38% Unorganized 3 38% Lack of quality of care 2 24% Total Responses 8 100% *Respondents gave more than one answer. Beaver County Hospital Medical Service Area Telephone Survey 20

Q15A. Have you used Emergency Room services at the Beaver County Memorial Hospital in the past 12 months? Yes 30 15% No 173 85% Total 203 100% Yes 15% No 85% Beaver County Hospital Medical Service Area Telephone Survey 21

Q15B. If you have used Emergency Room services in the past 12 months at Beaver County Hospital, what services were used? * Radiology 14 33% Laboratory 12 28% Cardiac Evaluation 6 14% Respiratory Therapy 5 11% Routine Illness 4 9% Obstetric Services 2 5% Total 43 100% *Percent based on "yes" answers to Q15A. 0% 10% 20% 30% 40% 50% 60% 70% Radiology 33% Laboratory 28% Cardiac Evaluation 14% Respiratory Therapy 11% Routine Illness 9% Obstetric Services 5% Beaver County Hospital Medical Service Area Telephone Survey 22

Q16A. How would you describe your experience at the emergency room in the Beaver County Memorial Hospital? Satisfied 24 80% Dissatisfied 6 20% Total 30 100% Dissatisfied 20% Satisfied 80% Beaver County Hospital Medical Service Area Telephone Survey 23

Q16B. Why were you dissatisfied with the quality of services? Lack of quality care 3 50% Lack of qualified staff 2 33% No Response 1 17% Total Responses 6 100% Beaver County Hospital Medical Service Area Telephone Survey 24

Q17. Have you or any member of your household used the services of the Beaver County Health Department in the past 12 months? Yes 47 23% No 155 76% Don't Know 1 1% Total 203 100% Don't Know 1% Yes 23% No 76% Beaver County Hospital Medical Service Area Telephone Survey 25

Q18A. Were you satisified or dissatisfied with the services of the health department? Satisfied 46 98% Don't Know 1 2% Total 47 100% Don't Know 2% Satisfied 98% Beaver County Hospital Medical Service Area Telephone Survey 26

Q19A. Do you feel your community provides adequate AMBULANCE SERVICES? Yes 142 70% No 22 11% Don't know 39 19% Total 203 100% No 11% Don't know 19% Yes 70% Beaver County Hospital Medical Service Area Telephone Survey 27

Q19B. Do you feel your community provides adequate services for HOME HEALTH CARE? Yes 69 34% No 36 18% Don't know 98 48% Total 203 100% Don't know 48% No 18% Yes 34% Beaver County Hospital Medical Service Area Telephone Survey 28

Q19C. Do you feel that the community provides adequate ASSISTED LIVING SERVICES? Yes 47 23% No 48 24% Don't know 108 53% Total 203 100% Don't know 53% No 24% Yes 23% Beaver County Hospital Medical Service Area Telephone Survey 29

Q19D. Do you feel that the community provides adequate NURSING HOME SERVICES? Yes 140 69% No 25 12% Don't know 38 19% Total 203 100% No 12% Don't know 19% Yes 69% Beaver County Hospital Medical Service Area Telephone Survey 30

Q19E. Do you feel that the community provides adequate PHARMACY SERVICES? Yes 120 59% No 48 24% Don't know 35 17% Total 203 100% No 24% Don't know 17% Yes 59% Beaver County Hospital Medical Service Area Telephone Survey 31

Q19F. Do you feel that the community provides adequate OUTPATIENT SERVICES? Yes 103 51% No 36 18% Don't know 64 32% Total 203 100% Yes 51% No 18% Don't know 32% Beaver County Hospital Medical Service Area Telephone Survey 32

Q20. What concerns you most about health care in your community? Response Frequency* Percent Physicians Availability 47 19.7% Qualified physicians 19 8.0% High turnover rate 11 4.6% Language barrier 6 2.5% Unprofessional behavior 5 2.1% Billing for services not received 1 0.4% Doctor /patient relationships 1 0.4% Subtotal - Physicians 90 37.8% General Healthcare Distance to health care 17 7.1% Costs 14 5.9% Availability of services 13 5.5% Quality of care 8 3.4% Transportation for health care 1 0.4% Subtotal - General Healthcare 53 22.3% Specialty Physicians Availability of specialists 21 8.8% Surgeon 4 1.7% Dermatologist 1 0.4% Radiologist 1 0.4% Oncologist 1 0.4% Subtotal - Specialty Physicians 28 11.8% Emergency Services ER - Shortage of physicians 9 3.8% EMS-availability 8 3.4% Shortage of equipment 2 0.8% ER-staff more qualified 2 0.8% 911 1 0.4% Subtotal - Hospital 22 9.2% Beaver County Hospital Medical Service Area Telephone Survey 33

Q20. What concerns you most about health care in your community? (continued) Elderly Services Need for more elderly services 11 4.6% Home Health personnel not qualified 2 0.8% Need quality nursing home services 1 0.4% Subtotal - Eldery Services 14 5.9% Insurance Cost 7 2.9% Coverage Problems 6 2.5% Medicaid Problems 1 0.4% Subtotal - Insurance 14 5.9% Hospital Keep the hospital open 5 2.1% Upgrade quality of hospital 2 0.8% Concern with administration of hospital 2 0.8% Subtotal - Hospital 9 3.8% Nurses Better trained 3 1.3% More nurses 2 0.8% Unprofessionalism 2 0.8% Quality of care 1 0.4% 8 3.4% Total Responses 238 *Respondents may give more than one response. Beaver County Hospital Medical Service Area Telephone Survey 34

Q21. What is your age? 18-20 Years 3 1% 21-30 Years 18 9% 31-40 Years 31 15% 41-50 Years 47 23% 51-60 Years 36 18% 61-70 Years 30 15% 71-80 Years 22 11% 81 or Over 16 8% Total 203 100% 41-50 Years 23% 51-60 Years 18% 61-70 Years 15% 71-80 Years 31-40 Years 11% 15% 81 or Over 21-30 Years 18-20 Years 8% 9% 1% Beaver County Hospital Medical Service Area Telephone Survey 35

Q22. What is your race? Caucasian 184 90% Native American 2 1% Hispanic 14 7% Don't Know 1 1% Refused 2 1% Total 203 100% Caucasian 90% Refused 1% Don't Know 1% Hispanic 7% Native American 1% Beaver County Hospital Medical Service Area Telephone Survey 36

Q23. What is your yearly household income? < $10,000 18 9% $10,000-$14,999 12 6% $15,000-$19,999 18 9% $20,000-$24,999 13 6% $25,000-$34,999 24 12% $35,000-$50,000 39 19% Over $50,000 53 26% Don't Know/Not Sure 16 8% Refused 10 5% Total 203 100% $35,000- $50,000 19% Over $50,000 26% $25,000- $34,999 12% $20,000- $24,999 6% $15,000- $19,999 9% $10,000- $14,999 6% Refused < $10,000 5% 9% Don't Know/Not Sure 8% Beaver County Hospital Medical Service Area Telephone Survey 37

Q24. What is the gender of the respondents? Male 53 26% Female 150 74% Total 203 100% Male 26% Female 74% Beaver County Hospital Medical Service Area Telephone Survey 38