Student satisfaction with Health Services increases

Health Services has drastically improved its reputation among students over the past six years. As a result of increased community participation and greater visibility on campus, student feedback on Health Services has become much more positive.

When a 1996 senior survey showed that a quarter of students were "very dissatisfied" with Health Services, Director of Health Services Michelle Bowdler and her staff addressed the complaints.

The first problem that was solved related to the actual facility. The building at 124 Professor's Row was "unsightly" and had to be renovated. After renovations, the building became a more functional building for Health Services.

"The building allowed us to save money," Bowdler explained.

The cost savings from the new facility allowed Health Services to allocate the same budget more efficiently. Students could now receive 12 months of care for the price of nine months, and a nutritionist was added to the staff.

Previously, students were annoyed by small charges on top of the basic health fee, such as for ace bandages and over-the-counter medications. These were eliminated, as processing these charges actually cost the University more money than if Health Services gave out samples of medications and absorbed minor expenses.

Together, the savings have helped Tufts avoid the national trend of outsourcing student healthcare to a private company.

Health Services has also made efforts to increase visibility among students. The staff felt that many complaints against Health Services were from people that never used it and strove to set the record straight.

"If you could get someone through the doors, they would say that they'd been treated courteously and that they've received good care," Bowdler said. In order to improve students' impressions, Health Services needed to advertise.

Health Services increased its visibility by sponsoring and appearing at lectures, joining the Leonard Carmichael Society, collaborating with student groups, and visiting the dorms.

Students are noticing the accessibility of healthcare at Tufts. "I noticed their table at the Food Fair," freshman Jonathan Sonis said.

Health Services also become more proactive in increasing small services. For example, condoms are now placed in the waiting room. Within the past five years, the amount of flu shots given by Health Service has increased from 200 shots per year to 1,500. According to Bowdler, this increase is due to advertising and "developing trust."

The raw data suggests that students are satisfied with improvements. Ninety-one percent of students have used Health Services _ which is comparable to the library and computer services. In 1996, according to the senior survey, only five percent of students were "very satisfied" with Health Services, compared to a 25 percent who were "very dissatisfied." By the 2002 survey, these statistics were much improved.

But there is still room for improvement, according to Bowdler. Health Services solicits feedback from students in its building and on its webpage.

Currently, Health Services is working to improve the healthcare options open to graduate students, who often have their own primary care physicians.

Even though there are complaints, the staff at 124 Professor's Row is receiving more constructive criticism. "The complaints are often fixable," Bowdler said. Student opinion of Health Service is consistently going up, "We receive fewer complaints and more praise than in the past."