Franklin Pierce University Health Services

1. Franklin Pierce University Health Services MK333 Marketing Research 2013 Nick Viarengo Natasha Ray Emily Parrett Meghan Porcelli Amber Ciarcia Meagan Shackelford FPU MK333/J. Little

2. Introduction • Franklin Pierce University is a small private university founded in 1962 in Rindge, NH • 1388 enrolled undergraduate students FPU MK333/J. Little

3. Definitions • Health Services- the physical or medical portions of Health Services that deal with injury or illness; excludes the outreach program that deal with mental health FPU MK333/J. Little

4. Nature of the Problem • College campuses have high numbers of illness and injury, quality health services is vital • Student opinions on quality of treatment- good and bad FPU MK333/J. Little

5. Purpose Of the Project • Determine overall student satisfaction • Compare FPU Health Services with small, medium, large universities • Provide appropriate recommendations to improve the quality of health services if necessary FPU MK333/J. Little

6. Problem Statement • Research is necessary to determine if Franklin Pierce University students on the Rindge campus are satisfied with the overall experience that is provided by the Health Services Center on campus. FPU MK333/J. Little

7. Research objectives • 1. Review the literature related to higher education health care services. • 2. Investigate the quality of service delivered by Franklin Pierce University Health Services Center. • 3. Identify strategies for improvement. FPU MK333/J. Little

8. Literature Review • Services Provided • Provides students with access to tools and knowledge to keep them healthy when they are feeling physically or mentally ill (1) • Mental and sexual health is highly important • Insurance planning FPU MK333/J. Little

9. Literature Review (Cont.) • Comparison of Large, Medium, and Small Universities • Large- Arizona State University (2) • Medium- University of Dayton (3) • Small- Lutheran College (4) FPU MK333/J. Little

10. Literature Review (Cont.) • Athletes and Illness • College athletes more prone to illness (5) • Statistical Data on College Student Ailments • sinus infections, back pain, and strep throat • stress, sleep difficulties, anxiety (6) • Marketing • Must be effective to reach student bodies FPU MK333/J. Little

11. Methodology • Problem Identification • Development of Survey • 12 satisfaction based questions, 3 demographic questions • Definition of Population FPU MK333/J. Little

12. Methodology (cont.) • Ideal Sample Size • 144 students divided equally among grade levels and gender (36 students- 18 male, 18 female per class level) • 10% of FPU undergraduate students • Data Collection Method • Non-probability convenience collection • Divided between four researchers to target each class FPU MK333/J. Little

13. Methodology (Cont.) • Assumptions • Students who circled “1 year” on attendance question are freshman, “2 years” are sophomores, etc. • Limitations • Time constraints • Poor wording of question 15 FPU MK333/J. Little

14. Survey

15. Survey

16. Results- Question 1 • Please rate the courtesy and helpfulness of the staff during your visit. FPU MK333/J. Little

17. Results- Question 2 • How well did your provider understand and respond to your concerns? FPU MK333/J. Little

18. Results- Question 3 • How helpful was the treatment that was recommended? FPU MK333/J. Little

19. Results- Question 4 • Overall, how would you rate the care you received by your provider during your visit? FPU MK333/J. Little

20. Results- Question 5 • How many times have you used Health Services per semester? FPU MK333/J. Little

21. Results- Question 6 • How aware are you of the services provided by Health Services? FPU MK333/J. Little

22. Results- Question 7 • How likely are you to return to Health Services for treatment? FPU MK333/J. Little

23. Results- Question 8 • Rate the east of making your appointment: FPU MK333/J. Little

24. Results- Question 9 • Rate your checking in/checking out experience: FPU MK333/J. Little

25. Results- Question 10 • Rate the length of time you waited to see a health care provider: FPU MK333/J. Little

26. Results- Question 11 • Do you feel your diagnosis was accurate? FPU MK333/J. Little

27. Results- Question 12 • Would you use Health Services if it was open on weekends? FPU MK333/J. Little

28. Results- Question 13 • Are you an athlete? FPU MK333/J. Little

29. Results- Question 14 • What is your gender? FPU MK333/J. Little

30. Results- Question 15 • How many years have you attended Franklin Pierce University? FPU MK333/J. Little

31. Results- Cross Tabulations FPU MK333/J. Little

32. Results- Cross Tabulations FPU MK333/J. Little

33. Results- Cross Tabulations FPU MK333/J. Little

34. Discussion • literature available on university health care offerings illustrate different health options and marketing techniques depending on the university • University health services are important for sexual and mental health, as well • importance of student perception and confidence in the concerns expressed and treatment recommended by health service professionals needs to be emphasized FPU MK333/J. Little

35. Conclusion • health services is an extremely vital aspect of college campuses • Overall results are average • General perception is below average • Significant amount of “Don’t Know or N/A” responses FPU MK333/J. Little

36. Recommendations • Awareness • To improve diagnosis and treatment • Standards for health care to suit high athletic needs will improve overall health care FPU MK333/J. Little

37. References • 1. Eisenberg, M., Lechner, K., Frerich, E., Lust, K., & Garcia, C. (2012). Characterizing Sexual Health Resources on College Campuses. J Community Health, 940-941. • 2. Health services offered. (n.d.). Arizona State University. Retrieved from https://eoss.asu.edu/health/services • 3. University of Dayton. (n.d.). Health center. Retrieved from http://www.udayton.edu/studev/healthcenter/index.php • 4. Health services. (n.d.). Wisconsin Lutheran College. Retrieved from http://www.wlc.edu/health/index.aspx?id=10936 • 5. Purcell, L., Dr. (2007). Exercise and febrile illness. Paediatricsand Child Health. Retrieved from http://www.ncbi.nlm.nih.gov/pmc/articles • 6. Hoban, M. (2012). Fall 2012 reference group executive summary. Retrieved fromhttp://www.acha-ncha.org/docs/ACHA-NCHAII_ReferenceGroup_ExecutiveSummary_Fall2012.pdf FPU MK333/J. Little