Outstanding Process Improvement Award: Increase Service to Students

A part of Georgia Perimeter College’s mission is to…..”facilitate students in the achievement of academic, professional, and personal goals…..” At the center of this mission is the institution’s number one goal of strengthening student success.

A survey of GPC students in 2011 showed evidence that health services were highly desired. Student Health Service (SHS) is new to Georgia Perimeter College as of January 2012. The clinic at Clarkston opened with two exam rooms, one nurse practitioner, one RN and one medical assistant. In that inaugural year 789 students were seen.

In addition to the physical Student Health Center at the Clarkston campus, the SHS team used a mobile clinic to serve the other four GPC campuses since January 2012.

However, it was apparent quickly that the mobile unit’s service at Dunwoody, Decatur, Newton and Alpharetta was inadequate. There wasn’t a set schedule, no coordination with student requests, nor was there any survey of student need. As a result we had students wanting service and no regular mobile clinic schedule that they could rely on for services. On-campus students pay the student health fee, which allows access to health services. Students were not aware of the services provided via the Clarkston clinic and mobile due to lack of information distribution. (See appendix 1)

From Irregular Service to Excellent Service

SHS sent out surveys to find out the best days and times for the mobile clinic to station itself at each campus location. Using the survey data, a schedule was made for the four campuses which are without an onsite clinic.

The mobile clinic schedule was publicized via the GPC website calendar, GPC TV, SHS website, social media sites, GPC Student Life departments, and the campus Deans. Students now have increased and regular access to Student Health Services. They no longer are forced to travel to the Clarkston campus for their health service needs. Students can be seen on their home campus for most services.

Results

Increased publicity, regular schedules and enhanced service resulted in an increase of students and satisfaction surveys indicate 97% service excellence. For FY 14 we have seen 2,340 students in the clinics with an increase of 300% from the first half of fiscal year 2014 to the second half of FY 14 at the mobile clinic. By being accessible on all campuses, we keep our student healthy and in classes which helps to sustain enrollment levels. Online-only students also are offered the SHS services by paying the $20 student health fee per semester.

Continued Improvements The SHS team continues to improve its services for students.

The Clarkston clinic will be renovated fall 2014 to accommodate increased on-site visits. Dunwoody clinic will be opened fall 2014 for increased service to the students on that campus including the ability to provide immunizations at all campuses. The mobile clinic will be visiting once a week to the Newton, Alpharetta and Decatur campuses when classes are in session. SHS has worked with GPC’s marketing department to increase student awareness of services offered. SHS has information in the FY14 Student Guide book, and the SHS website can be accessed from the GPC home page. SHS has increased visibility to students by: attending open houses, orientation, video presentations and health fairs.

In 2013, SHS has instituted electronic medical records to increase efficiency and customer service. SHS’s online patient portal allows students to access their own medical records, obtain and upload immunization records, access health education and health forms. The student kiosk sign-in increases efficiency, time, and privacy and reduces paper usage. SHS directly supports GPC and the USG’s focus on enhancing enrollment by providing immunizations and titers as a service for future students.

Supporting Student Success

Healthy students attend classes regularly. GPC’s Student Health Services’ goal is to keep our students healthy and productive. Students can receive quality health service at times convenient to their class schedule. They can stay on campus and receive the informative, caring and affordable medical support they need. It’s a win-win situation and another way Georgia Perimeter College supports student success-through its professional and accessible Student Health Services team.