Point-of-Care Patient Satisfaction Assessment at a Free, Out-of-Hours Athletic Training Facility

Abstract

Access to healthcare is a challenge for many Americans living in rural communities. Hospital systems have created programs and developed models to improve access to care. However, documentation of the role of these clinics serving different populations and various types of communities is quite scarce. The purpose of this article is to describe the patient satisfaction and procedures assessed at the point-of-care during a 14-week, out-of-hours free orthopedic clinic in the Southeastern United States. One hundred and twenty-nine patients attended the orthopedic clinic and completed a patient satisfaction survey following their patient encounter. At the end of the 14-week, 89% (n=115/129) of the patients were highly satisfied with the staff and physician politeness and 100% (n=129/129) of patient encounters were highly satisfied with staff and physician professional manner. During this study, 72% (n=93/129) of patients reported that their injury and treatment plan was explained in an understandable manner, and 75% (n=97/129) of patient encounters reported that staff and physicians answered all of their questions in an understandable way. Of those surveyed, 95% (n=123/129) of patients reported that they were highly satisfied with the free clinic and the service that was provided. Overall, 96% (n=124/129) of patients reported that they would come back to the free, out-of-hours orthopedic clinic outside of just the fall football season. The point-of-care assessment described the number of x-rays taken, MRI’s ordered, follow-up appointments scheduled, and potential revenue generated through surgeries scheduled during the 14-week time period. Moreover, the access to specialized sports medicine care has expanded to reach underserved populations such as pediatrics and those unable to miss work to seek healthcare. The results of this assessment have provided the orthopedic clinic staff and patients with data to support changes to improving patient-centered and low-cost healthcare visits.