Love County Medical Service Area Telephone Survey Form and Results

Love County Medical Service Area Telephone Survey Form and Results Love County Oklahoma State Department of Health, Office of Rural Health Oklahoma Cooperative Extension Service, Oklahoma State University September 2002

AE-02159 Love County Medical Service Area Telephone Survey Form and Results Dondee Payne - Student Assistant OSU, Stillwater (405) 744-6083 Cheryl F. St. Clair, Assistant State Extension Specialist, OSU, Stillwater (405) 744-6081 David Shelton - Assistant State Extension Specialist, OSU, Stillwater (405) 744-6081 FAX (405) 744-9835 Gerald A. Doeksen - Extension Economist, OSU, Stillwater (405) 744-6081 Michael Steele - Love County Extension, Marietta (580) 276-3385 Jack V. Frye - Area Extension Rural Development Specialist, Ada (580) 332-4100 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

Mercy Health Love County Hospital Medical Service Area Telephone Survey Form

LOVE COUNTY TELEPHONE SURVEY Page 1 of 4 Survey Date: July 22-26 Screener Zip Code Town 73430 Burneyville and Courtney 73441 Leon 73448 Marietta and Bomar 73453 Overbrook 73463 Rubottom 73459 Thackerville 1. Do you use a family doctor 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? [list communities in area] Ardmore Marietta Denison, TX Oklahoma City Denton, TX Sherman, TX Gainesville, TX Waurika Madill Other 4. If you use a family doctor outside of Love County, why? 5. If you or your family members have used a family doctor in Love County 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 Love 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

LOVE COUNTY TELEPHONE SURVEY Page 2 of 4 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 Other 9. If you do not have health insurance coverage, which best describes why? Cannot afford coverage Pre-existing medical condition Other 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) were services used? Ardmore Mercy Memorial Health Center, Inc. Denton, TX, area hospitals Denison, TX, area hospitals Gainseville, TX, area hospitals Madill Integris Marshal Memorial Hospital Marietta Mercy Health Love County Oklahoma City area hospitals Sherman, TX, area hospitals Waurika Jefferson County Hospital Other 12. If other than Mercy Health Love County Hospital, why did you choose this/these facility(s)? 13. If you or a member of your household used Mercy Health Love County Hospital within the past 12 months, what hospital services were used? Ambulance Radiology (x-ray, CT, mammogram) Emergency Room Respiratory Therapy Home Health Rural Health Clinic Hospice Specialty Doctor Inpatient Stay Other Laboratory (blood) Tests 14. If answered 13, how would you describe you or your household member s experience at Mercy Health Love County Hospital? Satisfied Dissatisfied If dissatisfied, why?

LOVE COUNTY TELEPHONE SURVEY Page 3 of 4 15. If you or a member of your household used Mercy Health Love County Hospital s Rural Health Clinic in the past 12 months, how would you describe the experience? Satisfied Dissatisfied 16. If you have used Emergency Room services in the past 12 months at the Mercy Health Love County Hospital, what services were used? Cardiac Evaluation Respiratory Therapy Extended Rural Health Clinic Trauma Care Laboratory X-Ray (Radiology) Routine Illness Other 17. If answered 15, how would you describe your experience at the emergency room in the Mercy Health Love County Hospital? Satisfied Dissatisfied If dissatisfied, why? 18. Does your community provide adequate services for the following? Yes No Don t Know Ambulance Service Hospice Service Nursing Home Service Rehab Service (PT, OT, & Speech) 19. Has any member of your household used the services of the Love County Health Department in the past 12 months? Yes No 20. If Yes to Number 18, were you: Satisfied Dissatisfied If dissatisfied, why? 21. What concerns you most about health care in your community? (INTERVIEWER: 1 OR 2 ISSUES) 22. What is your age? 18-20 21-30 31-40 41-50 51-60 61-70 71-80 81+ 23. What is your race? (Optional) White Asian Hispanic African American Native American Other

LOVE COUNTY TELEPHONE SURVEY Page 4 of 4 24. 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 25. DO NOT ASK THIS QUESTION!!!! Interviewer will decide on the answer to this question!!! Male Female Unknown (Can t Tell)

Mercy Health Love County Hospital Medical Service Area Telephone Survey Results

QScreen. What is your zip code? 73448 Marietta or Bomar 117 59% 73463 Rubottom 31 16% 73430 Burneyville or Courtney 23 11% 73459 Thackerville 20 10% 73453 Overbrook 7 3% 73441 Leon 3 1% Total 201 100% 0% 10% 20% 30% 40% 50% 60% 73448 Marietta or Bomar 59% 73463 Rubottom 16% 73430 Burneyville or Courtney 11% 73459 Thackerville 10% 73453 Overbrook 3% 73441 Leon 1% Love County Hospital Medical Service Area Telephone Survey 1

Q1. Do you use a family doctor for most of your routine health care? Yes 180 90% No 21 10% Total 201 100% No 10% Yes 90% Love County Hospital Medical Service Area Telephone Survey 1

Q2. If no, who do you go to for routine care? Seldom need one/don't go/don't have one 6 27% Health Clinic 4 18% Marietta (PA, Mercy, Health Clinic) 3 13% Specialist 3 13% Wellness Center (Ardmore, Dr. Arnold) 2 9% VA in Dallas 1 5% Military Dr. 1 5% Hospital 1 5% Gainesville 1 5% Total Responses* 22 100% * Respondents can give more than one response. Love County Hospital Medical Service Area Telephone Survey 2

Q3. Where do you go the most for your family's routine health care needs? Response No. Percent Response No. Percent Marietta 106 54% Denton 3 1% Ardmore 50 26% Wilson 3 1% Gainesville 14 7% OKC area hospitals 3 1% Healdton 9 4% Other 9 4% Madill 4 2% Total 201 100% 0% 10% 20% 30% 40% 50% Marietta 54% Ardmore 26% Gainesville 7% Healdton 4% Madill 2% Denton 1% Wilson 1% OKC area hospitals 1% Other 4% Love County Hospital Medical Service Area Telephone Survey 3

Q4. If you use a family doctor outside of Love County, why? Established Patient 25 30% Closer to Home/Convenience 22 27% Confidence/Quality of Care 15 18% Insurance/Cost/Affordability 8 10% Too long wait 3 4% VA/Military 3 4% Personal Preference 2 2% Specialist 2 2% Drs. not available 2 2% Recommendation/Referral 1 1% Total Responses 83 100% Love County Hospital Medical Service Area Telephone Survey 4

Q5A. Have you or your family members used a family doctor in Love County in the last 12 months? Frequency Percent Yes 116 58% No 85 42% Total 201 100% No 42% Yes 58% Love County Hospital Medical Service Area Telephone Survey 1

Q5B. Were you satisfied or dissatisfied with the quality of care you received from the family doctor in Love County? Satisfied 108 93% Dissatisfied 7 6% Don't Know 1 1% Total 116 100% Love County Hospital Medical Service Area Telephone Survey 2

5C. If dissatisfied with the quality of care you received from the family doctor in Love County, why? Misdiagnosis 4 57% Too long wait 2 29% Lack of quality care 1 14% Total 7 100% Too long wait 29% Lack of quality care 14% Misdiagnosis 57% Love County Hospital Medical Service Area Telephone Survey 3

Q6. Do you think there are enough family doctors in Love County? Yes 60 30% No 100 50% Don't Know 41 20% Total 201 100% Don't Know 20% Yes 30% No 50% Love County Hospital Medical Service Area Telephone Survey 4

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 No. % Cardiologist Ardmore (17), OKC (12), Denton (4), Gainesville (1), Sherman (1), Wyoming (1) 36 16.9% Oncologist Ardmore (), (8), OKC (6), (), Dallas (1), (), Denton (1), (), 16 7.5% Gynecologist Kingston (1) 15 7.0% Orthopedist Ardmore (5), OKC (6), Edmond (1), Fort Worth (1), ( Dallas ), (1) ( ), ( ), 14 6.6% OB/GYN Gainesville (1) 13 6.1% Gastroenterologist Ardmore (5), OKC (3), Dallas (1), Fort Worth (1), Temple (1) 11 5.2% Pediatrician Ardmore (7), Marietta (2), OKC (1), Denton (1) 11 5.2% Dermatologist Ardmore (7), Denton (1), Marshall (1) 9 4.2% Ophthalmologist Ardmore (6), OKC (2), Denton (1) 9 4.2% Surgeon Ardmore (5), Dallas (1), Gainesville (1) 7 3.3% Dentist Ardmore (5), Marietta (1) 6 2.8% Ear, Nose, & Throat Ardmore (3), Durant (1), Gainesville (1), Sherman (1) 6 2.8% Internal Medicine Ardmore (4), OKC (1), Dennison (1) 6 2.8% Orthopedic Surgeon Ardmore (2), OKC (2), Denton (1), Norman (1) 6 2.8% Urologist Ardmore (6) 6 2.8% Other (See Listing Below*) Ardmore (15), OKC (15), Sherman (2), Dennison (2), Dallas (2), Denton (2), Norman (1), Gainesville (1), Ada (1), CA (1) 42 19.8% Total Responses 213 100.0% * Five each: lung specialist, neurologist; four each: optometrist, arthritis specialist; three each: spine specialist; two each: cardiopulmonary specialist, chiropractor, bone specialist, pain specialist; one each: allergy specialist, blood specialist, hearing specialist, kidney specialist, lupus specialist, neurosurgeon, pediatric cardiologist, pediatric rheumatologist, pulmonologist, radiologist, rheumatologist, specialist in blindness, vein doctor. Love County Hospital Medical Service Area Telephone Survey 1

Q1. Do you use a family doctor for most of your routine health care? Yes 180 90% No 21 10% Total 201 100% No 10% Yes 90% Love County Hospital Medical Service Area Telephone Survey 2

Q8A. What health insurance covers you? * Insurance through Employer/Previous Employer 117 58% Medicare 58 29% Medicare Supplement 40 20% Self-paid Plan 37 18% Medicaid/Sooner Care 14 7% VA Benefits 9 4% Native American Benefits 6 3% Champus / TriCare Program 6 3% Union Insurance 1 0% Total 288 *Percent based on number of respondents (201) 0% 10% 20% 30% 40% 50% 60% Employer/Previous Employer 58% Medicare 29% Medicare Supplement 20% Self-paid Plan 18% Medicaid/Sooner Care 7% VA Benefits Native American Benefits Champus / TriCare Program 3% 3% 4% Union Insurance 0% Love County Hospital Medical Service Area Telephone Survey 11

Q8B. What health insurance covers your family? * Insurance through Employer/Previous Employer 80 58% Medicare 31 22% Self-paid Plan 23 17% Medicare Supplement 21 15% Medicaid/Sooner Care 16 12% VA Benefits 6 4% Native American Benefits 3 2% Champus / TriCare Program 2 1% Union Insurance 1 1% Total 183 *Percent based on number of respondents who have family members (138) 0% 10% 20% 30% 40% 50% 60% Employer/Previous Employer 58% Medicare 22% Self-paid Plan 17% Medicare Supplement 15% Medicaid/Sooner Care 12% VA Benefits Native American Benefits Champus / TriCare Program Union Insurance 4% 2% 1% 1% Love County Hospital Medical Service Area Telephone Survey 12

Q9. If you do not have health insurance coverage, which best describes WHY? Cannot afford coverage 14 70% No insurance through current employer 3 15% Looking into new policy 2 10% Pre-Existing Medical Condition 1 5% Total 20 100% No insurance through current employer 15% Looking into new policy 10% Pre-Existing Medical Condition 5% Cannot afford coverage 70% Love County Hospital Medical Service Area Telephone Survey 13

Q10. Has any member of your household used the services of a hospital in the past 12 months? Yes 94 47% No 107 53% Total 201 100% Yes 47% No 53% Love County Hospital Medical Service Area Telephone Survey 14

Q11. At which hospital were services received? Ardmore, Mercy Memorial Health Center 38 40% Marietta, Mercy Health Love County 31 34% OKC area hospitals 11 12% Gainesville area hospitals 4 4% Healdton, Mercy Memorial Health Center 4 4% Denton area hospitals 2 2% Dennison area hospitals 1 1% Sherman area hospitals 1 1% Dallas 1 1% Wyoming 1 1% Total 94 100% 0% 10% 20% 30% 40% Ardmore, Mercy Memorial Health Center 40% Marietta, Mercy Health Love County 34% OKC area hospitals 12% Gainesville area hospitals 4% Healdton, Mercy Memorial Health Center 4% Denton area hospitals 2% Love County Hospital Medical Service Area Telephone Survey 15

Q12. If other than the Mercy Health Love County Hospital, why did you choose this/these hospital(s)? Closer to Home/Convenience 20 28% Recommendation/Referral 14 20% Specialist 12 17% Established Patient 9 13% Confidence/Quality of Care 9 13% Insurance/Cost/Affordability 5 7% Availability of Health Services 1 1% Personal Preference 1 1% Total Responses 71 100% 0% 10% 20% 30% Closer to Home/Convenience 28% Recommendation/Referral 20% Specialist 17% Established Patient 13% Confidence/Quality of Care 13% Insurance/Cost/Affordability 7% Availability of Health Services 1% Personal Preference 1% Love County Hospital Medical Service Area Telephone Survey 16

Q13. If you or a member of your household used Mercy Health Love County Hospital, what hospital services were used? Response No. Percent* Response No. Percent* Emergency Room 27 23% Ambulance Services 7 6% Laboratory 20 17% Respiratory Therapy 6 5% Rural Health Clinic 19 17% Home Health Care 6 5% Radiology 15 14% Specialty Physician 4 3% Inpatient Stay 10 9% Hospice Care 1 1% Total 115 100% 0% 10% 20% 30% Emergency Room 23% Laboratory 17% Rural Health Clinic 17% Radiology 14% Inpatient Stay 9% Ambulance Services 6% Respiratory Therapy 5% Home Health Care 5% Specialty Physician 3% Love County Hospital Medical Service Area Telephone Survey 17

Q14A. How would you describe you or your household member's experience at Mercy Health Love County Hospital? Satisfied 28 90% Dissatisfied 3 10% Total 31 100% Dissatisfied 10% Satisfied 90% Love County Hospital Medical Service Area Telephone Survey 18

Q14B. If dissatisfied with your experience at Mercy Health Love County Hospital, WHY? Response Frequency* Percent Slow service 1 20% No staffing in Emergency Room 1 20% Lack of quality care 1 20% Lack of qualified staff 1 20% Inadequate equipment 1 20% Total Responses 5 100% * Some respondents gave more than one answer. Love County Hospital Medical Service Area Telephone Survey 19

Q15. If you or a member of your household used Mercy Health Love County Hospital s Rural Health Clinic in the past 12 months, how would you describe the experience? Satisfied 17 89% Dissatisfied 2 11% Total 19 100% Dissatisfied 11% Satisfied 89% Love County Hospital Medical Service Area Telephone Survey 20

Q16A. Have you used Emergency Room services at the Mercy Health Love County Hospital in the past 12 months? Yes 38 19% No 163 81% Total 201 100% No 81% Yes 19% Love County Hospital Medical Service Area Telephone Survey 21

Q16B. If you have used Emergency Room services in the past 12 months at Mercy Health Love County Hospital, what services were used? * Radiology 21 55.3% Laboratory 20 52.6% Routine Illness 20 52.6% Extended Rural Health Clinic 13 34.2% Trauma Care 10 26.3% Cardiac Evaluation 10 26.3% Respiratory Therapy 8 21.1% Other 1 2.6% Total 103 *Percent based on "yes" answers to Q16A. 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% Radiology 55.3% Laboratory 52.6% Routine Illness 52.6% Extended Rural Health Clinic 34.2% Trauma Care 26.3% Cardiac Evaluation 26.3% Respiratory Therapy 21.1% Love County Hospital Medical Service Area Telephone Survey 22

Q17A. How would you describe your experience at the emergency room in the Mercy Health Love County Hospital? Satisfied 33 87% Dissatisfied 5 13% Total 38 100% Dissatisfied 13% Satisfied 87% Love County Hospital Medical Service Area Telephone Survey 23

Q17B. If dissatisfied with your experience at the Emergency Room in Love County Hospital, why were you dissatisfied? Response Frequency* Percent Drs. not available 3 49% ER understaffed 1 17% Dislike physicians 1 17% Inadequate equipment 1 17% Total Responses 6 100% * Some respondents gave more than one response. Love County Hospital Medical Service Area Telephone Survey 24

Q18. Does your community provide adequate services for the following? Frequency Response of Yes Answers Percent* Ambulance Service 140 70% Hospice Service 102 51% Nursing Home Service 102 51% Rehab Service (PT, OT, & Speech) 72 36% * Based on total responses of 201 0% 10% 20% 30% 40% 50% 60% 70% Ambulance Service 70% Hospice Service 51% Nursing Home Service 51% Rehab Service (PT, OT, & Speech) 36% Love County Hospital Medical Service Area Telephone Survey 25

Q19. Has any member of your household used the services of the Love County Health Department in the past 12 months? Yes 53 26% No 144 72% Don't Know 4 2% Total 201 100% Don't Know 2% Yes 26% No 72% Love County Hospital Medical Service Area Telephone Survey 26

Q20A. Were you satisified or dissatisfied with the services of the Love County Health Department? Satisfied 51 96% Dissatisfied 2 4% Total 53 100% Dissatisfied 4% Satisfied 96% Love County Hospital Medical Service Area Telephone Survey 27

Q20B. If dissatisfied with the services of the Love County Health Department, WHY? Too slow 1 50% Uncaring, unprofessional staff 1 50% Total Responses 2 100% Love County Hospital Medical Service Area Telephone Survey 28

Q21. What concerns you most about health care in your community? Response Frequency* Percent Insurance/Cost Cost of healthcare 22 9.2% Cost of medicines 18 7.5% Cost of insurance 10 4.2% Cost for hospital services 6 2.5% Concern with Medicaid/Medicare 5 2.1% Physicians not on PPO/HMO plans 4 1.7% Hospital not on PPO/HMO plans 4 1.7% Cost for physician services 2 0.8% Subtotal - Insurance/Cost 71 29.7% Physician Concerns Need to insure physician availability 26 10.9% Concern with physician quality 16 6.7% Need more specialists 10 4.2% Long wait to see physician 8 3.3% Need Spanish-speaking physicians 1 0.4% Subtotal - Physician Concerns 61 25.5% Hospital/Rural Health Clinic Hospital not equipped for emergencies 14 5.9% Hospital not adequate 13 5.4% Need to keep the hospital 11 4.6% Need more nurses in hospital 4 1.7% Need to keep the Health Clinic 1 0.4% Need for birthing services 1 0.4% Hospital is under-staffed 1 0.4% Subtotal - Hospital/Rural Health Clinic 45 18.8% Love County Hospital Medical Service Area Telephone Survey 29

(Continued) Q21. What concerns you most about health care in your community? Access to Care People accessing healthcare 15 6.3% Need for elderly services 11 4.6% Distance to healthcare 7 2.9% Need for more services 4 1.7% Need for assisted living facilities 1 0.4% Subtotal - Access to Care 38 15.9% Emergency Services ER staffed with PA 9 3.8% Long wait in ER 7 2.9% Lack of ambulance services 7 2.9% Subtotal - Emergency Services 23 9.6% Other Need for health education 1 0.4% Total Responses 239 100.0% *Respondents may give more than one response. Love County Hospital Medical Service Area Telephone Survey 30

Q22. What is your age? 18-20 Years 2 1% 21-30 Years 18 9% 31-40 Years 30 15% 41-50 Years 38 19% 51-60 Years 45 21% 61-70 Years 37 19% 71-80 Years 22 11% 81 or Over 9 5% Total 201 100% 41-50 Years 19% 51-60 Years 21% 61-70 Years 19% 31-40 Years 15% 21-30 Years 9% 18-20 Years 1% 81 or Over 5% 71-80 Years 11% Love County Hospital Medical Service Area Telephone Survey 31

Q23. What is your race? Caucasian 184 93% Native American 6 3% Hispanic 5 2% Asian 3 1% African American 2 1% Refused 1 0% Total 201 100% Caucasian 93% African American 1% Asian 1% Hispanic 2% Native American 3% Love County Hospital Medical Service Area Telephone Survey 32

Q24. What is your yearly household income? < $10,000 24 12% $10,000-$14,999 16 8% $15,000-$19,999 15 7% $20,000-$24,999 18 9% $25,000-$34,999 28 14% $35,000-$50,000 30 15% Over $50,000 43 22% Don't Know/Not Sure 11 5% Refused 16 8% Total 201 100% $25,000- $34,999 14% $35,000- $50,000 15% Over $50,000 22% $20,000- $24,999 9% $15,000- $19,999 7% $10,000- $14,999 8% < $10,000 12% Refused 8% Don't Know/Not Sure 5% Love County Hospital Medical Service Area Telephone Survey 33

Q25. What is the gender of the respondents? Male 59 29% Female 142 71% Total 201 100% Male 29% Female 71% Love County Hospital Medical Service Area Telephone Survey 34