A Survey for Improving ASU's Ambulatory Healthcare Services: Recommendations for Improving Overall Healthcare Delivery

In January of 2020, the first cases of COVID-19 were recorded in the United States with one of them being an Arizona State University student. Since these initial cases, over 2.4 million more cases have been recorded in Arizona alone. As of March of 2020, Arizona State University Ambulatory Health Services moved to adjust their healthcare delivery methods in response to the COVID-19 pandemic. We aim to identify areas of ASU Ambulatory Health Services as of March of 2020 that need improvement based on an anonymous survey carried out among ASU students, faculty, and staff. The survey was created through Survey Monkey and consisted of 20 questions about the participant’s experience with ASU’s Ambulatory Health Services; while the survey was being created, a literature review was being conducted concerning ASU’s health care delivery in the past and the health care delivery in the greater Maricopa County region. The overall consensus of the 54 participants who took the survey was that approximately 55% of participants had an overall very satisfactory experience through ASU Ambulatory Health Services with a net promoter score of 87% satisfaction and approximately 47% of participants were very likely to recommend ASU Ambulatory Health Services with a net promoter score of about 79%. Most participants reported overall satisfactory experiences but when asked for further commentary they provided more specific criticisms of their experience that could be improved. The specific frustrations that were mentioned were issues with insurance, lack of awareness with available services, instructions on updated regulations and scheduling, and issues with patients’ visits being logged into their medical records. We recommend that ASU Ambulatory Health Services improve in these areas highlighted by the survey answers; as most of these issues are results from communication issues between ASU Ambulatory Health Services and the public, we suggest better means of communication between the public and the health services.