Commitment to Quality
“How good are the providers and programs at UHS?” We believe students, families, and campus and community partners have a right to know about the quality of services we provide. The Institute of Medicine defines high-quality healthcare as care that is safe, effective, patient-centered, timely, efficient and equitable. At UHS, these values are a part of everything we do. Our integrated clinical, counseling, and prevention services work together to:
- Deliver safe and high-quality mental health and medical care
- Improve the health of university community through prevention and public health
- Use our resources in an accountable and fiscally responsible manner; and on the links below, we share what we are doing to provide the best possible services and provide some of our statistics in important categories.
Health Care Advisory Committee
The Health Care Advisory Committee (HCAC) is a university shared-governance committee. The HCAC advises University Health Services regarding its services, programs, and annual budget including new program development and existing program evaluation. UHS programs include medical services, counseling and mental health services, the Student Health Insurance Plan, the Environmental Health Program, and campus-wide prevention activities. The HCAC provides guidance regarding UHS strategic planning. Advising on and approving the budget is a major part of committee business.
One component in assuring measuring patient safety and quality care is external agency accreditation. Accreditation is a voluntary process through which an organization is able to measure the quality of its services and performance against nationally recognized standards. Accreditation is a rigorous process which starts with self-assessment followed by thorough review by an on-site evaluation by surveyors with experience in the college health setting. UHS has been continually accredited by the Accreditation Association for Ambulatory Health Care (AAAHC) since 1983. UHS completed its last survey in summer of 2012 and was awarded a full three-year term of accreditation, the highest level offered.
Patient Satisfaction Surveys
Throughout the academic year, we send satisfaction surveys to samples of students recently seen for appointments at UHS. By participating in the American College Health Association-Patient Satisfaction Assessment, we are able to compare our results to colleges and universities nationally. We strive to sample a balanced number of patients from all of our providers. Last year, we wrote to more than 2,000 of our students. Since these are anonymous, we are unable to respond to you personally unless you request it and provide contact information.
From the feedback we receive, we make ongoing process improvements to UHS. And if a pattern of concern emerges, area managers or directors are able to more confidently address it. In other words, your feedback counts! The UHS student relations coordinator is a liaison for students who may have a question or concern about UHS. He reviews all comments, complaints, and compliments that UHS receives in order to improve our service. He monitors areas over time, apprises managers and directors of relevant feedback, and insures that responses are sent to students who contact us. He points out that although compliments are always nice, it’s the critiques that hold the most value because they help guide us toward continual improvements.
|Satisfied with ease of appointment scheduling||95%|
|National Reference Group||90%|
|Overall satisfaction with the visit||90%|
|National Reference Group||90%|
|Recommend UHS to another student?||90%|
|National Reference Group||88%|
Your feedback comes to us by many paths. In addition to the Patient Satisfaction Surveys that we regularly send, we invite feedback online, by phone, and in person. Our printed “Tell us How We’re Doing” forms are available throughout our building and can be returned to any staff member, deposited into a box, or mailed to us through Campus or U.S. Mail. If you want a direct response, please provide your name and phone or email address. But even if you submit feedback anonymously, rest assured that we take it seriously. In fact, our executive director reviews every feedback form. In addition, area managers and directors have made outstanding improvements based on your good ideas, so please keep them coming!
Quality Management and Improvement Committee
The UHS Quality Management and Improvement Committee(QMIC) is organized to promote an active, comprehensive, integrated, peer based, and organized approach to Quality Management/Quality Improvement (QM/QI). Members coordinate improvement activities such as satisfaction surveys, internal and external benchmarking, clinical peer review, and patient safety initiatives. In a typical year, UHS will complete more than 20 quality improvement studies.