Health center rumors set straight

When students hear the words Memorial Health Center, some cringe and tell stories of wild rumors and bad experiences. At the same time, the health center believes they provide high quality and efficient health care for students.

Rumors about the health center range from a alleged student who was told he had a brain tumor when he actually had a headache to the elleged girl who was told she didn’t have anything wrong with her foot and it was amputated the next day.

These “urban legends,” along with bad personal experiences, give the health Center a bad reputation.

“After hearing all these crazy stories and from what I have experienced myself, I feel like the Health Center is worthless,” first-year Lauren Cantilini said.

These alleged crazy stories only account for part of student’s complaints. Students agree the most frustrating things about the health center are that doctors don’t listen – often misdiagnosing their problems – and that they don’t get better after visiting. Students also complain that the wait is too long.

Whitney Sprague, a first-year, went to the health center the day before Thanksgiving break complaining of sinus pressure and an earache. Sprague explained her symptoms to the doctor telling how she was especially worried about her ears since she would be flying the next day. She was told she had a virus and that nothing could be done.

“I was sick, and they didn’t do anything about it,” Sprague said.

Frustrated with the health center, Sprague went to her hometown doctor the next day. This doctor diagnosed her with a sinus infection and prescribed an antibiotic, a decongestant and a steroid to reduce fluid build up.

“The Health Center doesn’t cure illnesses,” Sprague said. “People would pay more if they knew they would get good service.”

First-year Farrar Johnson had a similar experience with the health center. Johnson went to the health center thinking she had broken her foot. They told her it was fine, and that she just needed to ice it. Later that night, in severe pain, Johnson went to the emergency room and found out that her foot was in fact broken.

“This incident destroyed the health center’s credibility in my mind,” Johnson said.

Not all students have bad experiences at the heath center.

Lizzie Bowling, a first-year, said every time she visits the wait is no more than 15 minutes, and the doctors always give her medicine that makes her feel better.

“I like the health center because every time I go, I get the same doctor,” Bowling said. “I can trust her and feel comfortable telling her exactly what is wrong with me.”

Even though some students do not feel satisfied, the health center believes they live up to their mission. They claim to provide quality, caring, cost-effective and convenient ambulatory healthcare. They also provide health education services in association with other university departments that promote healthy lifestyles and enhance academic productivity, leading to satisfying and rewarding college experiences.

Dr. Nancy Merrill, staff physician and medical director for the health center, wants to set the facility’s image straight, so students feel good about the services they receive. Merrill has worked at SMU for nine years and has held the title of medical director for four.

When Merrill, 47, took over as medical director she admits there were some problems. Most of the doctors working at the health center were retired and much older. Merrill brought in a younger and better trained personnel, making her now the oldest physician on staff.

“This is the place I chose to work, and I chose to make it better,” she said.

One of the first things Merrill did, as medical director was get the health center accredited. Merrill said less than 5 percent of universities across the nation are accredited, so “this is an incredible feat for a university of this size.”

The accreditation certificate indicates that the health center provides high quality care and measures up to the standards of the Accreditation Association of Ambulatory Health Care. Achieving accreditation allows the health center to obtain better resources and demonstrates to the school, and students, that the health center is working in their best interests.

Aside from accreditation, the health center is staffed by full-time physicians, registered nurses, pharmacists, laboratory and X-ray technicians who are well trained and board certified. The health center also provides specialty clinics including gynecology, sports medicine, orthopedics, dermatology and dental consultation. Staff members attend conferences to learn about new advances in their field. After attending the conferences, they present in house training to all staff members to keep them informed in the field.

Even with the highly trained doctors and nurses, the Health Center still receives complaints. A major complaint Merrill hears from students is that that Health Center does not give them what they want. What students want is not always what is best for them she explained. Students come in thinking they know exactly what is wrong and all they need is an antibiotic to be fully cured.

“At the pediatrician you were given an antibiotic to make you feel better, but this is a much more academic clinic,” Merrill said. “We do not use the put a Band-Aid on it type of approach.”

The Health Center focuses on patient education. Students carry the health habits they form in college into their adult life. Rather than just fixing the problem, the physicians at the Health Center want students to learn how to take care of themselves.

Part of health education is knowing when to see a doctor and when not to. Just like a regular physician’s office, the Health Center remains booked everyday. Sick students are forced to wait, when others try to use the Health Center just to get out of class.

“The Health Center is not an excuse factory,” Merrill said.

While the Health Center remains constantly busy, any sick student who comes in will get seen. With so many students needing help, doctors often stay after hours. Students complain the Health Center isn’t open all the time. But keeping it open around the clock is too expensive and requires too much staff. A regular physician’s office is not open 24 hours a day, and excellent emergency facilities are located close to campus. The Health Center prepares students for these real life situations.

“The Health Center provides good, quality health care that is very convenient,” said head nurse Cheryl Black. “Students don’t always appreciate that, but seniors realize it when they graduate and have to wait three months to see a doctor.”

The Health Center also routinely gets complaints that they ask too many questions about contraceptives. The physicians must know if someone takes birth control pills because it’s dangerous to mix them with certain medicines. The Health Center staff is non-judgmental and do not talk to parents or professors. If students partake in sexual activities, the Health Center wants them to be as safe as possible.

Many student complaints come from unrealistic expectations. Administrative Assistant Diantha Roberts said many students only listen to other students’ stories, instead of relying on their own experience.

The Health Center works just like any other physician’s office, but puts more focus on the needs of college students. If students have complaints, the staff wants to hear about them. In order to make the Health Center a better place for everyone, students are asked to fill out comment cards and satisfaction surveys as they leave.

Said Merrill: “What we are really trying to do is to get students healthy, back in class, and to take responsibility for their health.”