SHC system more efficient
March 11, 2008
The MU Student Health Center has created a new scheduling system in an effort to simplify students’ visits.
The new system allows students to make appointments sooner and spend less time waiting to meet with a physician, Student Health Center Director Susan Even said.
Even said students simply need to follow three steps: call ahead to make an appointment, indicate a primary care provider at the SHC and arrive 15 minutes early. Students who have had appointments before are scheduled with their primary care provider for an appointment.
“Our goal for those who have been to the center before is to have them see the same doctor they’ve seen in the past,” Even said. “This allows everyone to get to know each other over a period of time. Plus, creating a relationship with a physician here is similar to what students would be doing with their physicians at home.”
Students who call ahead to make an appointment will most likely be seen the same or following day, Even said.
She said the new system was implemented in early January and has shown immediate results.
“We’ve seen more efficiency, especially in the middle of this flu epidemic,” Even said.
Students who have been treated receive an e-mail after their appointment asking for feedback. Even said this allows the SHC to improve their practices.
“Since this new system allows us to see sick students quicker, we like to receive feedback from them,” she said. “Students receive an e-mail with a few survey questions regarding their visit. So far, we’ve gotten good results.”
Since the new system was implemented, Even said there has been a significant decrease in the number of students who don’t keep their scheduled appointment. The SHC has also decreased waiting by eliminating the triage nurse, Even said.
“Students now see a doctor or a nurse practitioner when they come instead of a triage nurse like in the past,” Even said. “Triage nurses would make recommendations about treatment, but students often had to schedule another appointment to see a physician. The new system eliminates this process.”
Even said this winter season has seen an increased number of flu and cold illnesses, especially among college students.
“It’s been an unusual winter for the flu in terms of number of students affected and the intensity of their sickness,” Even said. “We’re happy that we’re able to see sick students the day of or the day after they call to schedule an appointment.”
MU School of Health Professions Dean Richard Oliver said the new SHC system is important.
“The fact that students are meeting with the same physician on a consistent basis is very efficient,” Oliver said. “It’s better than what most health consumers receive in their own medical support.”
Oliver said consumers with a nonurgent medical issue can be forced to wait several weeks to meet with the appropriate physician, and that it is common they might not see their primary care provider.
He said this flu season has affected college students significantly.
“This winter is impacting a lot of people and flu shots are very important,” Oliver said. “It’s tough for students to isolate themselves from others in a college environment, but as the weather gets better we should be able to pull out of the season.”
Melba Hall, an MU clinical instructor and adult nurse practitioner, said a quick scheduling system is vital to the SHC.
“In the medical field we try to be as accommodating as we can, but sheer volume prevents us from doing that,” Hall said. “It’s a good thing to have a timely system.”
She said it’s always risky to walk into a medical center without an appointment and expect to be seen in a couple of hours.
“It’s important to make an appointment, no matter what condition a patient may be in,” Hall said. “Even in urgent care units, there can be a two- to three-hour wait because of the number of sick people.”
Even said the SHC is still making adjustments to the system and that students should provide feedback through e-mail surveys.
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