Director's Welcome
Student Health Service
"When health is absent; wisdom cannot reveal itself, art cannot manifest, strength cannot fight, wealth becomes useless and intelligence cannot be applied." - Herophilus of Chaledon, a Greek Physician to Alexander the Great (335-280 B.C.).
Welcome to Student Health Service! I hope that during your term here at CSU, Chico, you can benefit from all the services we offer and more. You can learn to be healthy not only by coming to the Health Center but also through our website and our outreach efforts. From time to time, we will try to reach you on campus and remind you to make healthy choices alongside your busy student life. Surveys indicate that health influences academic performance. Studies also demonstrate a significant connection between academic performance and nutrition, physical activity, alcohol use, and violence. Students who develop a healthy lifestyle in an environment that supports healthy choices will likely have the best academic outcomes. Therefore, join me in learning more about how to live a healthy lifestyle! Browse through our website and watch for our health awareness campaigns. We are committed to sharing with you valuable information on how you can be successful in your academic goals and reap the benefits of your success for a very long time. Sincerely, Catherine Felix To share with you the goals and accomplishments of Student Health Service, I encourage you to view the following: As a Premier college health service, our mission is to provide top quality health care in accordance with the policies set forth by the Board of Trustees of The California State University System. We are further committed to educating our student population on decisions that will assist them in making healthier choices during their academic careers at California State University, Chico. We firmly believe that educating our students and addressing their health care needs proactively has a positive effect on their retention and overall academic success. The goal of Student Health Service (SHS) is to promote a healthy campus community where students are well aware of the services available to them on and off campus. In order to achieve this goal, it is essential to create a learning experience for students to develop or improve their health knowledge and skills. • To continuously achieve reaccreditation of various national and local accrediting organizations such as WASC, AAAHC, and COLA. • To continuously comply with EO 943 and all other related CSU executive orders relating to student health centers. • To continually identify, assess and measure SHS services based on the learning outcome of student users. • To provide ongoing professional development to licensed healthcare professionals and support staff. • To establish a large scale health education and promotion program that will target majority of the CSUC student population in addition to the current health education being provided one-on-one by clinical providers. • To conduct biannual health fairs to promote health awareness and health services available to CSUC students. • To increase the quality and years of healthy life for CSUC students. • To provide data and information to SHAC (Student Health Advisory Council) regarding low supplemental student health insurance enrollment and how uninsured students can afford a health insurance. • To continually use technology advancement in increasing CSUC student accessibility to health education, health promotion, and SHS services. • To continue hiring highly qualified staff to provide quality healthcare to CSUC students. • To identify the need for additional specialty services for CSUC students as identified by survey and polling within the scope of service allowed by EO 943. • To manage all student fees (both the mandatory student health fee and the health facilities fee fund) to continually provide affordable access to healthcare for CSUC students. • To maintain compliance with state and federal laws pertaining to the maintenance of a healthcare facility. • To advise and guide SHAC to be an effective representation of the CSUC student body with regards to health matters. In carrying out the Mission and Goals of Student Health Service, we share the values of the Office of the Vice President for Student Affairs, Student Health Service is a student-fee funded ambulatory healthcare clinic that provides accessible and affordable healthcare to CSUC students. Majority of the services that are available to all enrolled students are free except for pharmaceutical items. Services include medical and acute care visits, men and women physical examination, laboratory testing, x-ray, immunization, and orthopedic consultation and supplies. • Technology: A fully integrated electronic medical records and laboratory information system was implemented thus becoming a ‘paperless’ health center. This has become a significant breakthrough for Student Health Service operation and service provision to students with regards to workflow, privacy, efficiency, and accuracy. • Pharmacy: Several policies have been revised to comply with current regulatory requirements, i.e. limited access to the pharmacy and pharmaceutical items to authorized personnel only; limited amount and frequency of prescriptions of scheduled drugs that are dispensed to students; established an official pharmacy formulary and a protocol in submitting recommendations for the revision to the pharmacy formulary; updated the Pharmacy’s entire policy and procedure manual in preparation for the upcoming accreditation survey; established a perpetual inventory of schedule II medication for increased accountability; and implemented a voice tree to increase student access to the pharmacy services 24 hours a day. • Budget Summary 1. Technology (2,3,5,6) – EXCEEDED: Student Health Service is one of the few completely “paperless” or electronic health center among the 23 campuses. In addition, the staff has embraced this technological advancement in a positive way that has benefitted the students. This also provided an educational opportunity for the students to learn to be actively involved in their healthcare as the provider discusses their health assessment in front of a computer. Statistical data on student’s health status are now readily available for students conducting research online through the SHS website. This electronic medical record system was implemented on July 17, 2007. 1. Student Voice Survey – two learning outcome surveys were conducted namely: to identify what health topics students would be interested in learning in a workshop setting; and to identify whether student who utilized the services at the health center felt it contributed to their success in their academic goal. Spring semester 2008 1. Accessibility – continued efforts to achieve current technological practices among student population will be explored and considered. Continued education and orientation to current practices in college health be presented to SHS staff. Identify needs assessment to tailor Student Health Service programming to be in line with student health issues. Enhance SHS website and telecommunication system to increase access to students for useful information, services, and secured electronic communication. 1. Achieve reaccreditation from AAAHC (Accreditation Association for Ambulatory Health Care) with minimal corrective actions and with satisfactory compliance.
Measures of Performance and Quality
04-05
05-06
06-07
07-08
Patient Visits
34,206
36,947
39,124
32,937
No. of Unique Students
9,827
10,655
10,902
10,925
Laboratory Tests Performed
36,800
37,654
36,714
29,251
Prescription Meds Dispensed
24,059
26,954
26,135
24,935
OTC Medications Dispensed
4,644
4,402
4,003
3,477
X-Rays Taken
1,092
1,032
1110
1,010
Total Operating Expense
$2,647,947
$2,847,378
$3,160,627
$3,548,218
Cost Per Visit
$77.41
$77.07
$80.78
$107.73
Student Health Insurance(SOLD)
639
556
557
635
Revenues Research Studies
$79,198
$24,008
$38,500
$0
Accreditation
AAAHC
AAAHC
AAAHC
COLA/AAAHC
QMI Audits Performed
10
14
14
10
%of Satisfied Students
95%
95%
90%
93%
Strategic Plan
Our Mission Statement:
Our Goals for 2008 and Beyond:
1. Quality of Care
a. Accreditation
b. Executive Order
• To maintain compliance with all state and federal law relating to ambulatory health centers.c. Performance Measurement
• To continually conduct quality improvement activities within SHS services and operations to comply with accreditation standards and to ensure implementation of appropriate programs for CSUC students.d. Competency Among SHS Staff
• To establish a credentialing and privileging process for all licensed healthcare professionals in compliance with AAAHC standards.
• To establish policies and procedures in ensuring current clinical competency among licensed healthcare professionals under the quality management and improvement program’s peer review process.2. Health Education and Promotion
a. Health Education
• To establish a peer health education program for CSUC students that will enhance their health awareness and leadership.b. Health Promotion
• To establish and implement effective health promotion programming specific to the CSU,Chico student population based on identified needs.
• To reach out to the CSUC student population by means of technology, outreach efforts, and marketing to promote awareness of SHS services and health prevention education.c. Healthy People 2010
• To eliminate health disparities among CSUC students.d. Supplemental Student Health Insurance
• To facilitate the collaboration between student leaders and the administrators of the student insurance plan to meet the health insurance needs of CSUC students either to increase enrollment3. Access
a. Technology
• To merge all electronic data within SHS to track and generate accurate information for CSUC students and SHS programming.b. Human Resources
• To increase and streamline staffing in the areas of information technology, clinical providers, nursing, and health education.
• To encourage staff to attend national or regional college health conferences to increase exposure to college health issues.c. Low Cost Specialty Services
4. Sustainability and Accountability
a. Fiscal Responsibility for Student Fees
• To project and secure budgetary allocation for ongoing health center operation through strategic planning and long term projection.b. Facility Maintenance
• To plan and finance regularly scheduled building and equipment maintenance and improvement such as carpeting, roofing, exterior and interior painting, and upgrade of various offices and work areas.
• To project probable building expansion to accommodate increase in CSUC student enrollment size.c. Student Health Advisory Council (SHAC)
Our Values:
1. Diversity: Student Health Service believes that each person is unique and values the individual differences within the campus community.
2. Excellence: Student Health Service commits to continually provide quality and cost effective healthcare to students.
3. Growth: Student Health Service promotes continuous advancement and improvement to its professional staff, healthcare services and health facility, within the guidelines of the university system, to meet the changing needs of the students.
4. Integrity: Student Health Service maintains its accountability to the university and the students through civility, respect, and honesty.
5. Leadership: Student Health Service encourages leadership and peer education opportunities to students through mentoring and nurturing.
6. Service: Student Health Service provides quality healthcare that is respectful, responsive, and accessible.SHS Annual Report
I. Student Health Service Mission Statement
“The mission of Student Health Service is to assist each student in their healthcare needs in order to facilitate maximum academic and personal growth.”
In addition to the prevention and healing services available at Student Health Service, health and wellness education are also provided year round through peer education, class presentation, campus event participation, and biannual health fairs. Student internships and employment are available to students aspiring to major in healthcare and public relations.
Student Health Service continually assesses its programs and services to identify and meet the health needs of CSUC students. Long standing certified by the Accreditation Association for Ambulatory Health Care Organization, Student Health Service maintains compliance with the rigorous standards for healthcare delivery and demonstrates our commitment as an organization to provide quality care on an ongoing basis. We conduct ongoing student surveys and look to the Student Health Advisory Council for ongoing feedback to make sure that we are meeting student needs and concerns.
Our medical staff consists of board certified physicians, midlevel practitioners, licensed healthcare workers, administrative support staff and student assistants/interns. We have specialty consultants in Orthopedic and Psychiatry that are available on site in the Student Health Center.II. Departmental Accomplishments
• Accessibility: With the use of current technology, increased student access was immediately embraced by students with the implementation of the Self Check-In Kiosks and a well designed voice tree that electronically directs students to the appropriate service and/or person they need. It also allows students to leave voicemails for their providers, nursing staff and pharmacy refills for their convenience and accessibility 24 hours a day.
• Professional Development: Licensed staff members were able to meet their licensing requirements by actively completing their required continuing medical education. In the Fall 2007 Semester, two nutrition interns and one health science intern provided direct peer health education and participated in campus outreach events to represent Student Health Service. In the Spring 2007, two nutrition interns, one health science intern, and one public relations intern supplemented the health education efforts for Student Health Service.
• Outreach and Marketing: The Health Fair held in the Spring 2008 had increased participation by campus entities, local community services, and Student Health Service staff thus resulting in high visibility for marketing SHS services and promoting health education to students. In conjunction with an expanded health fair format, a new updated SHS brochure was developed and launched during the health fair. SHS staff actively participated in University events and outreach efforts including class presentations and health awareness campaigns before focused student groups.
• Regulatory Compliance: Reaccreditation of Commission on Laboratory Accreditation (COLA) was achieved without any major recommendation.
• Accountability: Established two new committees within SHS namely: Pharmacy and Therapeutics Committee and Infection Control Committee. Established and maintained a highly participated Student Health Advisory Council (SHAC) to serve as an advisor to Student Health Service and be the voice of students in health-services issues.III. Changes in Policies and Procedures
• Medical Staff Bylaws and Credentialing: Several policies and procedures have been established including a set of Medical Staff Bylaws to comply with accreditation requirements. A formal credentialing and recredentialing process that meets accreditation standards has been established and will be incorporated with the Quality Management and Improvement program of Student Health Service.
• Medical Records: The entire set of policy and procedure for Medical Records has been revised and updated to include the management of the electronic medical records and the phasing out of paper medical records. New policies and procedures have been added to include Information Security.
• Appointment Desk: A couple of noticeable and significant policy and procedure revised by the implementation of the electronic medical record system is the check-in process for students that have resulted in increased student satisfaction. Students now have options to either use an electronic self-check-in kiosk or still have a face-to-face check-in with a medical receptionist. In addition, appointment reminders are now conducted via email instead of phone calls.IV. Resources Summary
The FY 2007-2008 budget of Student Health Service remains solid and sufficient for providing current services and supplies to students. As budget reserves are depleted due to cost of negotiated salary increase, a need for a fee increase in both the Mandatory Student Health Fee and the Health Facilities Fee need to be explored for implementation in Fall 2009.
• Staffing
Recruited and hired five new staff members: the Director, two Nurse Practitioners, the Pharmacist-in-Charge, and a Medical Assistant. Retirements by five long term staff members: the Associate Director, a Physician, a Nurse Practitioner, a Clinical Laboratory Scientist and a Radiology Technologist. As the new electronic medical records was implemented, staffing in Medical Records has been downsized by 1.25 positions without affecting the workflow and effectiveness of the department.
• Facilities/Equipment
With the implementation of an integrated electronic medical record and laboratory information system, additional computers and peripherals were purchased and installed. Smart kiosks for Self-Check-In technology were installed with card-swipe feature.V. Program Evaluation for Past Year and Program Goals
2. Accessibility (1,3,4,5,6) – UNMET: Student Health Service is currently in the process of fully implementing the Self-Check-In feature to allow additional choices of electronic check-in. Currently, a student can only use this kiosk using the touch screen pad. The cardswipe feature has not yet been implemented due to the challenge of integrating university data extract to the EMR system. In addition, with the late implementation of the voicetree, additional options will be added to increase access of information and services to students.
3. Professional Development (1,2,3,4,5) – EXCEEDED: Student Health Service continues to provide financial support as well as work release to the staff to obtain continuing medical education to meet their licensing requirement. Student Health Service also continues to provide internship opportunities to students majoring in health-related and marking fields to serve as a learning opportunity. A total of seven students completed their internship at Student Health Service.
4. Outreach and Marketing (1,4,5,6) – UNMET: Student Health Service maintained a department-wide and general approach to health education and promotion through health fairs and focused group presentation however, a closer look at the health needs specific to CSU Chico students would result into a more established health education and promotion program.
5. Regulatory Compliance (2,5,6) – MET: Student Health Service has always maintained compliance with all federal and state regulation as evidenced by the laboratory’s reaccreditation with the Commission on Laboratory Accreditation (COLA) this fiscal year. Reaccreditation was received in February 6, 2008.
6. Accountability (2,5,6) – MET: Student Health Service established two committees to create a more organized process in ensuring compliance with all regulations and maintain currency with laws and standards of practice. Both committees were established during the Spring 2008 semester.VI. Ongoing Assessment Efforts
2. Point of Service Survey – an annual survey that allows a sampling of students to rate the health center services right after services are received. Overall patient satisfaction rating is 93%. January 2008
• Most Critical Performance Indicators
1. NEW for 2008-2009: Outreach and Marketing of SHS Services – More students will be aware of Student Health Services and the services available to them through increased outreach efforts such as health fairs, class presentations and health awareness campaigns. This will be measured by surveying students.
2. NEW for 2008-2009: Health Education and Promotion – There will be an organized health education and promotion program in Student Health Service that will identify the CSU Chico student health status and will increase healthy lifestyle programming focused on CSU Chico student’s health issues. This will be measured by surveying students.VII. Analysis: What actions need to occur to move the program to the “next level”?
2. Outreach and Marketing – survey students using the National College Health Assessment tool, a comprehensive survey questionnaire focusing on health issues affecting college students. From the result of the survey, design health-focused topics that are specific to the CSU Chico student health issues. Implement health awareness campaigns and partner with health-related departments on campus, i.e. Counseling Center, Disabled Student Services, CADEC, University Housing, etc.VIII. Goals: Present goals for the next academic year.
2. Continue exploring technology advancement to increase access to students, i.e. web-based appointment module, open communicator, electronic or integrated voice response pharmacy refill system, appointment reminder via text messaging system, etc. Continue training SHS staff with the existing applications to fully utilize its capabilities.
3. Replace the pharmacy software program to fully integrate all patient medical records with the use of one database. This will ensure a collaborative approach to providing quality healthcare to students.
4. Maintain a staffing level that will provide a level of care to students that meets CSU standards and directives, i.e. Radiology Technologist, Information Technology, and Health Educator.
5. Ensure financial stability for Student Health Service and maintain the high level of service that students receive by planning on a fee increase for both student health fee and health facility fee.
6. Explore additional cashiering system in Student Health Service, i.e. credit card/ATM and online bill pay.
7. Explore adding specialty health services for students by identifying their needs through surveys and collaboration with the Student Health Advisory Council (SHAC), i.e. psychiatry, chiropractic, acupuncture, dentistry, etc.
8. Establish an organized Health Education and Promotion program that will focus on large scale health education effort, awareness campaigns, and an aggressive outreach program.