S t u d e n t H e a l t h S e r v i c e s 2 0 1 6 - 1 7

Annual Report

“The nurse was extremely sweet, polite and very professional. I like her and my doctor so much.”

Campus Recreation

Campus for Student Well-Being

Center for Victim Advocacy

Counseling Center

Student Outreach & Support

A special thanks to all Student Health Servicesstaff members for their

dedication to providing high quality medical care and caring

services to USF students. Wellness USF departments on the USF Tampa Campus are devoted to enhancing

student learning through health and wellness. The collaborative departments are:

Skin Damage Assessment

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Mission, Vision, and ValuesMission: Student Health Services provides University of South Florida students with high quality evidenced based medical care and health education to support collegiate success and sustained wellness.

Vision: Student Health Services at the University of South Florida will be the student’s fi rst choice for accessible, quality healthcare, education, and advocacy delivered by competent and compassionate professionals.

Values:

Patient Centered CareWe embrace Patient-Centered Care, providing care that is respectful of and responsive to the individual patient.

Teamwork and CollaborationWe foster teamwork that supports our internal and external stakeholders.

Equity and InclusionWe embrace and support diverse ideas, perspectives, abilities and identities.

IntegrityWe provide quality medical care that is ethical and refl ects national standards of care and best practices.

Trust and Confi dentialityWe foster patient relationships built on trust, respect and privacy.

Health & WellnessWe foster the well-being of our campus community by encouraging healthy routines and balanced lifestyles.

Innovation & TechnologyWe embrace the use of technology and medical innovation to improve the provision of medical care.

ServicesSHS provides medical care, administrative services and owns and operates the Bull’s Country

Pharmacy. This SHS annual report highlights our accomplishments, quality initiatives, utilization,

fi nancial status and future goals. Services Include:

Clinical Services• Allergy & Immunizations• Dermatology• Faculty & Staff Services• General Medical Care• In-house lab services• Men’s Health• Nutrition Counseling• Pharmacy• Physical Exams• Primary Care Psychology

• Psychiatry• Neuropsychology• Sexual Health & Gynecology• Smoking Cessation• Sports Medicine• Travel Health• Urgent Care

Administrative/Non-clinical Services• Immunization Compliance• Insurance Compliance• Insurance Billing• Outreach & Education

Contracted Services• After Hours Advice Line

Services Include:Clinical Services

“The good explanation, as well as, the care and time you give to the patient

inspires students like us to learn from you.”

“Awesome hand-washing exercise”

“Front desk staff are enthusiastic and effi cient.”

“ I really felt I was in good hands!”

“Great Service!”

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• Successful AAAHC Survey granting USF SHS a full 3 year reaccreditation status

• Held annual fl u clinic event providing free fl u vaccine to 450 students. A total of 1067 fl u vaccines were given to students

• Held biannual GYT events providing free STI testing to 465 students

• Completed Hazard Risk Assessment

• Held tabletop exercise on management of Mumps Outbreak

• Enhanced clinic landscaping

• Held “Live” Security drill

• Installed privacy screens on all PCs visible from the hallways

• CEUs awarded for SHS monthly professional development activities

• Launched Neuropsychology services

• Call Center and Insurance Billing Offi ce moved to UPC building

• Minor facility renovations completed

• Awarded new contract for cleaning services

• Established policies and procedures for Behavioral Health patients

• Purchased new vaccine refrigerator for storing and monitoring vaccines

Accomplishments • QI Studies include:

• Use of the Behavioral Health Monitoring Tool

• Clinical Staff Handwashing

• Low Back Pain

• Conjunctivitis

• ICO Procedures

• Pharmaceutical Costs

• QI Audits include:

• Utilization & Revenue

• Abandoned Phone Calls

• No show rate

• Consent for Procedures

• Tracking pap results

• Medical coding

• Continuity of Care

• Pharmaceutical costs

• Informed consent

Quality Improvement

• ACHA Benchmarking

• Biannual patient satisfaction surveys

• Biannual peer review

• Participation in Florida Patient Safety Organization

• Monitor provider credentials and privileges

• Providing monthly medical education programs

• Monthly Infection Control and Safety Monitoring

• Quarterly Safety Drills.

• Fire

• CPR

• Weather

• Security

“Develop and implement annual quality studies to evaluate clinical care utilizing evidence based clinical care practice guidelines.”

“Such a great physician! The provider is really here for the student-simply wonderful

service-thorough, caring and understanding.”

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Student Feedback

Patient satisfaction surveys were conducted during the Fall and Spring semesters. The results from the surveys showed that 87% of students receiving services at SHS were satisfi ed with the level of care received, meeting the 87% ACHA national benchmark.

Surveys ask the patients various questions about their care at Student Health Services and responses are based on a fi ve point Likert scale.

5 - Strongly Agree4 - Agree3 - Neutral2 - Disagree1 - Strongly Disagree

“I never write these things, but felt you should know how great a job your staff did making me feel calm.”

4.09

4.33

4.46 4.434.34

4.56

3.993.90

3.95

4.16

3.00

3.25

3.50

3.75

4.00

4.25

4.50

4.75

5.00

Q1. Schedulingan appointmentwas quick and

easy.

Q2.Theregistration staff

was friendly,courteous and

helpful.

Q3. The nursingstaff assisting

my provider wasfriendly,

courteous andhelpful.

Q4. The providerlistened

carefully to myconcerns.

Q5. My providerthoroughly

explained mycondition andrecommendedtreatment in a

way I couldeasily

comprehend.

Q6. I felt myconfidentiality

and privacywere carefully

protected.

Q7. I understandpayment and

billing options.

Q8. I wassatisfied withthe amount oftime in StudentHealth Servicesto complete myappointment.

Q9. Clinic hoursmet my needs.

Q10. I wouldrecommend

Student HealthServices to

another student.

STUDENT SURVEY RESPONSESSP2017 134

Surveys were also collected for the various departments within Student Health Services. Student satisfaction remains above the 87% ACHA benchmark for these areas.

Question 1: Staff friendliness Question 2: Form instructions Question 3: Questions were answered Question 4: Assisted in a timely manner

Responses were based on the same fi ve point Likert scale as the Student Health Services survey.

“Fun & friendly staff!”

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Statistics

Services 2016-2017 2015-2016 2014 -2015

Online Appointment Requests 6,477 7,233 3,256

Call Center Volume 38,790 37,596 36,538

Immunization Compliance 30,863 27,898 29,825

Insurance Compliance 9,214 7,678 5,202

After Hours 1,103 716 694

Nurse Advice Line 307 351 352

Pharmacy Prescriptions 18,461 17,425 15,620

Pharmacy Refi lls 7,014 8,013 8,193

Total # of Visits 35,471 35,991 35,745

Unique Patient Count 14,130 12,616 12,823

Daily Average of Visits 144 145 145

12949

6227

5634

4372

2545

1788

407

268

710

157

General Clinic

Behavioral Health

Sexual Health & Gynecology

Antigen/IMM

Urgent Care

Lab

Derm

GYT

STI Clinic

Travel

Clinical Revenue Charges +/- Collections +/- Collected

2016-2017 $5,124,792 1% $1,839,180 29% 36%

2015-2016 $5,081,655 22% $1,759,963 23% 35%

2014-2015 $4,157,872 32% $1,427,899 24% 34%

Budget SHS Pharmacy St. Pete

Total Revenue $7,386,361 $878,176 $340,134

Operational Expenses $3,770,772 $998,587 $340,172

Clinic Usage By Gender

Female 61%

Male 39%

Insured vs. Self-Pay

Insured 69%

Self-Pay 31%

Insurance Ratios“The lab is awesome! I’m always a little nervous when I give blood and I didn’t even feel the needle.”

United Health Care

28%

BCBS22%

Aetna6%

Coventry Leased

Network, 6%

Cigna6%

Other12%

16-17 INSURANCE

“I came in today for an injury and have been here several times. Everyone is so helpful”

“Great experience”Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun

Appts 1814 2639 3626 4176 3351 1928 3243 3514 3604 3541 2170 1866

0500

10001500200025003000350040004500

FY 17-Arrived Appts

White47%

Asian/Pacific Islander

15%

Hispanic14%

Black12%

Unknown8%

Other4%

FY 17 RACE/ETHNICITY

United Health Care

28%

BCBS22%

Aetna6%

Coventry Leased

Network, 6%

Cigna6%

Other12%

FY 17 INSURANCE

Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May JunAppts 1814 2639 3626 4176 3351 1928 3243 3514 3604 3541 2170 1866

0500

10001500200025003000350040004500

FY 17-Arrived Appts

White47%

Asian/Pacific Islander

15%

Hispanic14%

Black12%

Unknown8%

Other4%

FY 17 RACE/ETHNICITY

United Health Care

28%

BCBS22%

Aetna6%

Coventry Leased

Network, 6%

Cigna6%

Other12%

FY 17 INSURANCE

39%

42%

11%

4%2% 3%

16-17 AGES

<20 21-25 26-30 31-35 36-40 41+

16-17 RACE/ETHNICITY16-17 AGES

U S F S H S A N N U A L R E P O R T | 1 3

USF Health Partners with SHS to provide credentialing services, and a medical manage-ment system for scheduling, billing and Electronic Health Records. USF Health specialists provide CME education for staff. SHS provides a training site for Medical Residents, Medical Students and Nurse Practitioner Students.

USF Health Morsani Radiology Offers reduced pricing for uninsured students.

USF Health Dermatology Staffs weekly clinics at SHS

USF Health Psychiatry Department Shared staffi ng for psychiatry services

USF St. Petersburg CampusSHS provides contracted medical care.

State University System Insurance Consortium Enables USF to provide a quality, cost effective student health insurance plan

Hillsborough County Health DepartmentProvides free STI testing during the annual GYT event

DACCO & Youth Education ServicesProvides in-house free STI testing

USF Counseling Center Collaborates with SHS in providing mental health services to students utilizing Post-Doctoral Psychologists

Wellness USF Departments Providing outreach activities and events

USF Graduate School & USF Human Resources Department acts as administrator of the Graduate Assistant subsidy for health insurance

USF Admissions & Orientation, USF World Works with SHS to ensure compliance with insurance and immunization mandates.

USF College of Public HealthCollaborative study on Health Literacy and Sexual Health Care of USF Students

“Collaborating with internal and external partners to strengthen the health and well-being of the USF Campus Community”

U S F S H S A N N U A L R E P O R T | 1 5

Goals 2017-2018• Collaborate with SUS Insurance Broker to implement 2017-2018 Insurance Plan

• Collaborate with SUS Consortium to select 2017-2018 Insurance Product

• Hold Fall Flu Event clinic providing 500 vaccines

• Hold Spring and Fall GYT screening events, screening 500 students

• Maximize use of Web Based Patient Portal

• Evaluate utilization of Front Desk Kiosk

• Review and revise scheduling guidelines

• Complete renovation of lab space

• Initiate planning and explore funding for new clinic

• Enhance collaboration with Counseling Center

• Explore provision of medical Services at New College and USF-Sarasota

• Initiate Athletic Training Services

• Establish collaborative relationship with new Wellness Coaching program

• Explore collaborative relationship with Athletics

“My provider was great - she listened and did everything to make sure I understood and was comfortable.”

“Awesome education demonstration!”

“Thank you. So helpful!”

4202 East Fowler Ave. SHS 100Tampa, FL 33620Tel: 813-974-2331Fax: 813-974-8391W: www.usf.edu/shs