Mary’s Center Spring 2015 Needs Assessment

QuestionnaireJulie Grysavage

The George Washington University

Overview● Goal: to perform an updated needs assessment

questionnaire (31 questions total) assessing:● Part 1: Self-reported patient demographics● Part 2: Social, Economic and Education Situation● Part 3: About Mary’s Center

● > 13 years old● Two groups:

○ Waiting room○ Phone and email

Waiting Room: What did we do?● Volunteers approached every other patient and asked

them about completing a paper survey● This is a Convenience Sample, not randomized● The volunteer assisted the patient as necessary● Final total= 179 surveys

Results

13-173%

18-2410%

25-3025%

31-4038%

41-5015%

51-606%

61-703%

Above 711%How old

are you?

How long have you lived at your address?

0-2 years22%

2-4 years16%

4-6 years18%

6-8 years13%

8 or more years30%

In what country were you born?

If “Other”, please spec-ify.

the staff20%

the medical care23%

the dental care10%

the social services programs

6%

the mental health care

4%

the health education I

receive4%

the after-school and summer

programs1%

the school/ed-

ucation3% the location

13%

the mission7%

environment8%

What do you like about Mary’s Center?

waiting too long to be see

(more than 30

min)16% waiting

too long on the phone (more

than 15 min)22%

Seeing your pre-

ferred clinician/dentist/

therapist6%not enough time with

your clinic provider7%

not being understood well by my clinical

provider1%

unable to get an

ap-point-ment

within 2 weeks18%

unable to come for walk-in services

when sick16%

none in the last 6 months

13%

Barriers to Getting Care at Mary’s Center: DC Locations

waiting too long to be see (more

than 30 min)25%

waiting too long on the phone (more

than 15 min)33%

Seeing your pre-

ferred clinician/dentist/

therapist2%

not enough

time with your clinic provider

2%

not being under-

stood well by my clinical

provider1%

unable to get an

ap-point-ment

within 2 weeks16%

unable to come for walk-in services

when sick3%

none in the last 6 months

18%Barriers to Getting Care at Mary’s Center: MD Locations

Before coming to Mary’s Center, what prevented you from getting health care services?

did not have insurance

44%

did not have money to pay for services that were not covered by

insurance16%

I was not sick21%

it was not on my mind, but I just didn’t

have for regular

check-up7%

I received care some-where else & decided to

switch12%

When you come to Mary’s Center, how long do you usually have to wait before seeing your Clinician/Provider?

0 to 15 mins17%

15 to 30 mins31%

30 to 45 mins20%

more than 45 mins30%

did not use this service2%

When you come to Mary’s Center, how long do you usually have to wait before seeing your Dentist?

0 to 15 mins29%

15 to 30 mins33%

30 to 45 mins15%

more than 45 mins

7%

did not use this service

16%

When you come to Mary’s Center, how long do you usually have to wait before seeing your Therapist?

0 to 15 mins19%

15 to 30

mins19%

more than 45

mins2%

did not use this service

60%

When you come to Mary’s Center, how long do you usually have to wait before being able to get your blood drawn?

0 to 15 mins49%

15 to 30

mins29%

30 to 45

mins7%

more than 45

mins9%

have not attended6%

Would you recommend Mary’s Center to a friend?

Yes98%

No2%

If no, why not:1. not organized=12. wait too long=13. difficult to communicate over phone=1

Why you recommend Mary’s Center to a friend?

good/varied services22%

good care21%

for the help they give14%

help with payment/not limited if no insurance

9%

speak Spanish6%

friendly staff5%

affordable5%

atmosphere/great place4%

location2%

help Latinos2%

organized/not crowded2%

convenient2%

care for children/prenatal1%

fast1%

Briya1%

for the doctors1%

professionalism1%

knowledgeable staff1%

What are 3 special recommendations you have for improving our services?

improve phone service28%

improve phone system to make appts

14%

faster service/system to make appts13%

make appt in 2 weeks2%

more doctors7%

see the same doctor/don't change

doctor3%

more personnel4%

improve wait times13%

kinder receptionists2%

no recommendations6%

everything is fine3%

One percent categories:More explanation during appointmentsEntertainment for kidsMore parkingImprove mental health (can never get an appt)Tell patients when their in-surance is doneBetter organizationInform the patient when you will charge for servicesPrenatal check ups should include dental careBetter doctorsMore respectSports programTurn AC on

Phone and Email: What did we do?● Randomized the list of 2014 patients: patients either

received an email or a call from a volunteer● Completed a Survey Monkey● Only those that used the medical service + one other

service● This represented the cohort of more frequent patients● https://www.surveymonkey.com/r/GNN58X5

● Originally, we aimed for 380 patients● Patient population: 34, 116● Confidence Level: 95%● Confidence Interval (Margin of Error): 5%

● Our final number was 293● Margin of Error: 5.7%

Results

How old are you? (English)

How old are you? (Spanish)

How long have you lived at your address?

(English) (Spanish)

In what country were you born?

(English) (Spanish)

If “Other,” please specify: DC Locations

(Spanish)

Dominican Republic3%

El Salvador54%

Honduras12%

Costa Rica1%

Columbia2%

Panama1%

Mexico10%

Peru3%

Panama1%

Nicaragua1%

Guatemala13%

Eritrea5% Guatemala

10%

Canada5%

El Salvador10%

France5%

Netherlands5%

Tanzania10%

Ethiopia14%

Iran10%

Nigeria5%

Honduras5%

Mexico5%

Senegal5%

Peru5%

Estonia5%

(English)

If “Other,” please specify: MD Locations

El Salvador54%

Honduras7%

Venezuela1%

Columbia1%

Bolivia1%

Mexico7%

Guatemala27%

(Spanish)

Ghana20%

Haiti20%

Panama20%

Cameroon20%

Togo20%

(English)

What do you like about Mary’s Center? (English)

What do you like about Mary’s Center? (Spanish)

Barriers to Getting Care at Mary’s Center:(English)

Barriers to Getting Care at Mary’s Center:(Spanish)

Before coming to Mary’s Center, what prevented you from getting healthcare services? (English)

Before coming to Mary’s Center, what prevented you from getting healthcare services? (Spanish)

When you come to Mary’s Center, how long do you usually have to wait before seeing your Provider?

(English) (Spanish)

When you come to Mary’s Center, how long do you usually have to wait before seeing your Dentist?

(Spanish)(English)

When you come to Mary’s Center, how long do you usually have to wait before seeing your Therapist?

(Spanish)(English)

When you come to Mary’s Center, how long do you usually have to wait before being able to get your blood drawn?

(English) (Spanish)

Would you recommend Mary’s Center to a friend?

(English) (Spanish)

What are 3 special recommendations you have for improving our services? (English)

same doctor3%

none20%

more respect6%

front desk politeness/training

4%walk in service more

accessible3%

phone staff training2%

more quality time with patient/focus on the

patient3%

decrease wait time (lobby or in the exam room)

17%

American employees3%

more professional nurses/staff

3%

improve phone service (efficiency & ease of

use)10%

reading materials for kids in the waiting

room2%

results available from other clinics

3%

outreach about Mary's Center/programs

2%

more available appointments2%

One percent categories:1. Creating specific

areas for sick patients

2. Online appointment portal

3. Write prescriptions exactly as intended

4. Call patient with information after appointment

5. Improve contact with doctor

6. Add a snack machine/coffee/tea

7. More staff8. Decrease time for

blood work9. Sunday hours10.More mental health

programs11.Improve flow

through the clinic12.Geriatric focus

What are 3 special recommendations you have for improving our services? (Spanish)

ninguno6%

mejorar el tiempo de espera/más médicos

25%

mejorar el tiempo en el tele-fono15%

más personal9%

que puedan atender sin cita5%

que no se cambien los médicos2%

que el personal/médicos hable español

3%

dar una cita en menos de 2 semanas/más pronto

4%

seguro a bajo costo/más ayuda con el seguro

2%

que el personal sea más amable/dedicados

10%

la referencias rápido3%

mejor atención3%

mejorar el servicio dental2%

que los médicos los examinen/mejor co-municación

2%

añadir más centros de Mary's Center0%

One percent categories:1. Servicios sociales mejores2. añadir más centros de Mary's Center3. Que sea más rápido cuando sacan sangre4. Menos burocracia5. Dar information de los efectos de medicamentos6. Más atención en el area de consejera7. Tienen que repetir los examenes de sangre8. Que se enfoquen en el paciente9. Más opciones de cuidado de salud10.Deberian llamara para darle los resultados de sangre11.Refer people to Medstar or Howard Hospitals (this reply was given

in English, but on a Spanish questionnaire). No other explanation available.

12.Citas sábados y domingos13.Programas de salud para adultos14.atender a todos los pacientes aunque no sean del mismo condado

de 15.que el horario de la cita sea el correcto16.cambiar las parteras17.cambiar al personal de laboratorio18.no discriminación19.gestión de tiempo/mejor organización

Going forwardUnderstanding the barriers to care and factors that

prevent patients from receiving care before coming to Mary’s Center

Literature Review: Ethnicity, Insurance, Barriers to Care

AcknowledgementsAlis Marachelian and Bethlehem Muleta, and the

Health Promotion staffVolunteers

Ana Alvarez, Cecilia Perry, Carolina Kenrick, Robel Asmerom, Sharari Bryan, Sangida Nasifa, Gloria Hilda Gallo Aviles, Raquel Vargas Diaz

The patients who took the time to fill out the surveys and give constructive feedback!