Rosenthal says that compared to the number of visits UHS receives, the number of complaints is quite small.

"We get suggestions all the time about services, compliments about specific physicians, and the quality of care. Complaints are rare," Rosenthal says. "Nobody tries to hide anything. We're obviously concerned."

Rosenthal also stresses the confidentiality of the procedure.

"Any issue raised about any physician is first seen by the patient advocate and then seen by me," he says. "It's kept entirely confidential, but the response would go back to the student."

Adamovich says that SHAC follows a similar procedure.

"When we receive a complaint, we discuss [it] confidentially within the group and assign one member of the council to deal with the specific situation," Adamovich says. "We're here for those students who want to turn to their peers."

SHAC plans to compile the responses the group has received this past year and present a report on student concerns and commendations to Dias and Rosenthal.

Satisfied Customers

Despite UHS's negative reputation, many students have equally positive experiences that support the state records.

Claudio A. Sauer '00 headed to UHS in mid-October after injuring his knee in a game of intramural soccer.

"The doctors were very attentive while I was there. They checked up on me pretty often," says Sauer, who ended up staying at UHS overnight after doctors expressed concern that his knee might continue to swell and stop circulation.

Given a brace and a referral to a UHS orthopedic surgeon, Sauer was told he had a bruised ligament. His injury was not correctly diagnosed until Christmas break when persistent pains prompted him to visit his physician at home. An MRI showed that Sauer had actually torn his ligament.

But Sauer says that despite the initial misdiagnosis, he was satisfied overall.

"Their primary concern was my immediate well-being," Sauer explains. "The X-ray they did when I first went in didn't show a break, so at that point there was no need for an MRI. It just wasn't a major ligament."

Adamovich says she thinks such experiences are not as uncommon as some students think.