Bethel Free Health Clinic, Inc.
Quality Assurance
Our Board of Directors has adopted a Quality of Care policy to ensure that the Bethel Free Health Clinic, Inc. delivers quality care to our patients.  Procedures are in place to evaluate our administrative, personnel, and clinical functions to determine if we are operating at an effective level to ensure the maximum protection of patients, staff, volunteers and the clinic itself.  We have patient focused performance improvement program in place to identify opportunities to improve organizational and individual staff performance.

The Board has appointed a Quality Assurance Committee responsible for examining and reporting clinic wide QA activities including peer review, patient and volunteer satisfaction.

Clinic patients are surveyed on issues concerning privacy, timeliness, compassion, respect and treatment.  Clinic staff and volunteers are surveyed on issues concerning quality of work, communication, adherence to our mission, and pride in work.  Medical records review is a critical element of our peer review system.

Patient satisfaction statistics and comments are reported on a quarterly basis to the Board for review.  Those statistics will be posted here.

Volunteer satisfaction statistics and comments are reported on an annual basis to the Board for review.  Those statistics will be posted here
..
Transportation to Clinic
Walked
10%
Taxi
1%
Car
81%
Bus
2%
Other
5%
Miles Traveled
0-5 miles
36%
6-10 miles
30%
More than 10 miles
33%
Patient Satisfaction
The Quality Assurance Committee initiated the Patient Satisfaction Survey program on December 30, 2008.  Survey forms are anonymous.  A display informing patients of the Satisfaction Survey is placed on the Registrarís Desk.  Patients are given a satisfaction survey by either the Registrar or by the physician.

The survey examines a patientís level of satisfaction regarding privacy, timeliness, compassion, respect, and treatment received at the Bethel Free Health Clinic, Inc.  Questionnaire items include:











From December 30, 2008 though December 2011, 2,073 patients completed a satisfaction survey, a response rate of 51%.

Characteristics of Survey Respondents:
Total amount of time spent waiting at the clinic.
Person who recorded initial complaint & took vitals.
Doctor listened and answered my questions.
Doctor took time to discuss and explain medical decisions and judgments.
Amount of information I obtained to protect my health and prevent illness.
Level of privacy.
Treated with compassion by staff and volunteers.
Demographics
Male
32%
Female
66%
Age (average)
41.62
Initial Clinic Visit
50%
Visit Was For Me
80%
Visit Was Not For Me
7%
Race
African-American
29%
American Indian
2%
Asian / Pacific Islander
2%
Caucasian
54%
Latino / Hispanic
6%
Mixed
2%
Other
3%