1. Student-Run Free Clinics: Analyzing Patients' Willingness to Return Jason Zucker Summer Elshanawy Janet Cruz Robin Schroeder Steven Keller Jason Zucker JasonZucker@gmail.com NJMSClinic.com

2. Student Family Health Care Center The Student-Run Free Clinic at the New Jersey Medical School –Founded in 1967 –2 nights per week –Over 200 student volunteers –Rotating Attending’s –Chronic Care model

3. Motivations Directors Meetings No previous reviews of our clinic Limited research into student-run free clinics –1 - on quality of care –1 - on patient satisfaction

4. The Study Chart Reviews Phone survey of 122 patients –Jun 2008 - Jun 2009 –English, Spanish, and Portuguese speaking –All patients called from Sept 09 to April 10 Minimum 2 calls –Open Ended Questions

5. Contacting Patients Patients June 08 – Jun 09 122 Patients Surveyed 31 (97%) Refused 1 (3%) No Answer or Not Available 55(65%) Disconnected or Wrong Number 26 (30%) No Number In File 4(5%) Not Contacted 5 (4%) Unable to Contact 85 (70%) Contacted 32 (26%)

6. Sample Population Clinic Population Sample Population Total Patients12231 Average Age4752 % Male / % Female45% / 55%48% / 52% % African American60%61% % Hispanic29%26% % Caucasian2.50%0% % Other or Unknown4%3% % Attendance67%69% % Diabetic17.5%29% *P<0.08 % Hypertensive25%68% *P<0.001

7. “Why Did You First Choose To Come to the SFHCC?” # of Responses % of Responses Attendance % No Insurance2168%67% Chronic Health Problem516%82% Heard good things about it310%69% Acute Health Problem26.5%74% Needed a physical26.5%40% Evening Hours26.5%73% To Help the Students13%69% Medication Needs13%50% Total37 *Patients were free to give more then one response

8. “What do you like about the SFHCC?” # of Responses % of Responses Attendance % Staff2993.5%69% Thoroughness of the visit1342%73% Patient Education826%59% Free Medications619%72% Convenience of location and hours413%75% Comfortable environment310%69% Good Service, Fast26.5%65% Appointment reminders26.5%52% Helping Students13%54% Provides Interpreters13%80% Blood work done on site13%59% Total70 *Patients were free to give more then one reason

9. “What would you like to change about the SFHCC?” # of Responses % of Responses Attendance % Amount of time it takes1961%64% Trouble getting referrals516%63% “Nothing”929%76% Students discussing case in front of patient26.5%62% Issues with charity care26.5%57% Lack of continuity26.5%67% Difficulty reaching a person by phone13%50% Concerns not addressed13%40% Total41 *Patients were free to give more then one reason

10. “What effects your decision to come or not to come to the SFHCC?” # of Responses % of Responses Attendance % Patient Satisfaction or Dissatisfaction1445% 66% Insurance Status1135.5% 59% Wants to improve health929% 76% Free Medications26.5% 56% No Other options26.5% 74% Acute Issue13% 50% Trouble finding a primary care physician13% 100% Convenience13% 50% Shorter wait then ER13% 69% Total 42 *Patients were free to give more then one reason

11. Patient Satisfaction Ratings Rate on a scale of 1 to 10: Student Doctor8.93 Attending9.17 Staff8.93 Overall Experience 9.10

12. Conclusions Improve ability to contact patients Patient motivation is vital Referrals are a major issue Difficult to balance thoroughness and speed Patients are very satisfied with their experience

13. Student Family Health Care Center “How we were judged was did we do what the family practitioners in the community would do” –Dr. James Oleske, Co-Founder SFHCC Questions?