UHS must pay attention to student dissatisfaction

There are fewer targets for cynicism at Harvard larger and more easy to hit than University Health Services (UHS). Almost every undergraduate can, without missing a beat, relate a horror story about treatment received at UHS--be it from personal experience, the story of a roommate's injury, or a wild tale that "happened" to some friend of a friend of a friend.

So the results of a survey conducted over last semester by Axiom Research Company, intended to "measure student satisfaction with University Health Services," should come as little surprise. Forty-one percent of those who participated in the study say they are dissatisfied with the level of care that UHS provides. Primary complaints included fear of misdiagnosis, frustration with delays in both emergency and regular care, and a lack of understanding about how health and prescription plans work.

But before we lend our voice to the naysayers, we should note that rumors have a way of flying fast and thick, and the tales which circulate about UHS often have more in common with urban legends than with reality. Looking closely at the statistics, the survey does indicate a nine-point percentage increase in the number of students who classified their evaluation of medical services as "very good" or "excellent" compared to a similar study conducted in 1992. Moreover, individual physicians and specialty services received satisfaction ratings of near 80 percent, and awareness of such important programs as rape crisis services has increased over 40 percentage points in the last seven years.

That having been said, the overwhelmingly negative response to UHS in this study cannot be dismissed. It is evident that many students have serious concerns about the level and quality of care dispensed by UHS, and those concerns need to be addressed accordingly. The lack of trust and feeling of alienation experienced by potential patients, whether founded or unfounded, creates a dangerous situation where students might not feel comfortable with the very system that was established to look out for their well-being.

Thankfully, there are a number of indications that the student body has finally been heard. This fall, UHS hired a permanent after-hours physician and extended the number of afternoon and evening appointments available. In a special registration drive, over 1,275 members of the incoming Class of 2003 selected a primary care physician, a move which will hopefully lead to increased familiarity with the medical system. And all of the scheduling software has been revamped to ensure that appointments are made as quickly as possible.

We are pleased that UHS took the survey and released the results, a responsible but unusual move among college health care programs. We are also heartened by the efforts that UHS has made to respond to concerns identified by the study, and urge medical administrators to continue to improve the quality of health care on campus. For one thing, these surveys could take place more frequently--once every seven years is too seldom to provide a good measure of current performance. Though the relationship between students and UHS is still far from ideal, we are hopeful that meaningful change is possible.