2020-21 Annual Report – Health Services


To improve the health and wellness of the university community by providing inclusive, evidence-based, quality health care and wellness promotion.

Summary Narrative

1) Enhance recruitment and retention efforts to increase enrollment

Health Services staff worked at a resource table during the Trojan Drive Up event. Handouts on services provided in the clinic, meningococcal disease, and pregnancy prevention were given out to prospective students. In addition, Health Services promotional items were also given out to prospective students who visited the table.

2) Strengthen student-friendly operations and customer service

Health Services is dedicated to providing high quality, easily accessible  medical care to the campus community. Our providers are committed to evidence-based, patient-centered care which helps contribute to the success and overall well-being of UA Little Rock students and employees. Services offered in the clinic include assessment and treatment of illnesses, physicals, immunizations, family planning (including birth control), and screening and treatment for many other health issues affecting the college-aged population.

Health Services continued to provide telemedicine visits to students and employees for convenience and also for sick visits. This helps prevent patients who potentially have Covid-19 infection from transmitting it to Health Services staff and other patients.

The following are some student comments about their experience with Health Services:

“I love the staff, everyone from the front desk to the nurses are very kind and informative!”

“Be sure that everyone working in the office receives positive feedback so that they know how great they are doing.  This was one of the best experiences I’ve had in any form of medical facility in a long time.  Thank you.”

“I am grateful they were there.  I don’t have insurance and I cannot get it any time soon.  This has literally saved my life with my high blood pressure.”

“Chanell and Tracy both do such an amazing job.  They both go above and beyond to help me with any health problem I have.”

3) Improve diversity and inclusion efforts to provide a safe and inclusive environment for students

Health Services continues to be a Safe Zone for our LGBTQ patients.

4) Align financial and human resources to operate more effectively and efficiently

Health Services partnered with the Department of Nursing to administer flu vaccines this season. This provides the opportunity for the nursing students and faculty to complete their required service hours. By having the nursing students administer the flu vaccines, Health Services does not have to hire extra labor to administer them which would be costly.

Health Services had to make billing changes in order to keep in compliance with health insurance requirements and help cover the increasing costs of medical care. With this new compliance model, Health Services must collect copays, deductibles, and co-insurance percentages as designated by the insurance carrier. As such, the out of pocket expense for office visits and other services provided through the clinic increased for all our patients, with and without insurance, including UMR. While we understand this was a significant change to our billing practices, we will continue to offer excellent health care at the most reasonable patient cost possible.

5) Promote student development, engagement, and leadership

Health Services provided information to resident advisors and hall directors during the Resource Fair about how they can help students access services.

During this reporting period, 95 students were seen in Health Services for contraceptive care visits. 12 of those were for initial birth control prescriptions. Depo-Provera, a contraceptive injection, was the most provided method with 28  injections being administered (14 students). Twelve prescriptions were written for oral contraceptive pills. In addition to visits for first-time prescriptions, 95 students utilized Health Services for the management of their current birth control prescriptions and 55 students were seen for general consultation and advice on choosing a birth control method.

6) Other

Response to COVID-19 pandemic:

  • Vaccinations –
    • Health Services collaborated with six local pharmacies and with UAMS beginning in January 2021 to provide 30 vaccination clinics on campus. A total of 1,036 people were vaccinated through our clinics from January through May of 2021.
  • Testing – 
    • On-campus covid testing began in December 2020 with Abbot ID Now tests. Initially, there were 197 total tests done with 17 positive results. A standard PCR sample was collected to verify Abbot ID Now results. 180 PCR samples were collected. Surveillance testing clinics were provided on January 14, 15, 19 & 20 with 92 participants. Additional clinics were held March 29 & 30 with 112 participants.
  • Staff Participation – 
    • The Health Services director served as a member of the Coronavirus Emergency Response Team (CERT) and chaired the Disease Control & Prevention subcommittee.
    • APRN as member of the Disease Control & Prevention subcommittee.

Substance Abuse Education:

Health Services participated in Save AR Students Campaign from April 19-23, 2021.
Save AR Students is a week-long awareness campaign that takes place during both semesters of each year aligning with Arkansas Drug Take Back Day. Its an education program focused on the prevention of substance misuse by higher education students.

Kickoff @ the Capitol  April 19, 2021
Education & Info Campus Tabling Event  April 22, 2021 (187 attendees)


Health Services was able to fund new flooring and paint for the clinic and offices, which were much-needed updates. These improvements have helped create a clinical environment that looks more sanitary and professional.

At a Glance

No information provided.

Assessment 1

Type of assessment (learning outcome or operational)



To assess the customer service of each department under the Division of Student Affairs.

Activity or experience being assessed

The customer service experience of the campus community.

Assessment artifacts

Survey via QR Code and web address found on easily accessible posters posted within Student Affairs

The survey asked the following questions, with an option to leave additional feedback:

I’m satisfied with how the employee handled my inquiry.
This employee resolved my issue.
This person was timely in resolving my issue.
This person communicated in a clear manner.
This person was professional and courteous.
This person made me feel valued.

Time period assessment was done

FY 2021


Despite having posters everywhere and adding the link to the survey in all Student Affairs email signature lines, there were no responses to the survey.

Continuous improvement process

The Division of Student Affairs will continue to develop ways to elicit the campus community’s feedback to better assess staff responsiveness, professionalism, and competency.

Assessment 2

Type of assessment (learning outcome or operational)

Student Learning: CAS – Knowledge acquisition / construction / integration and application


Students who seek care through Health Services will learn strategies to better manage their physical well-being.

Activity or experience being assessed

Email the Health Services Patient Satisfaction survey to all patients seen in the clinic during the previous month and record their answers to the following question: “During your visit with the provider, what did you learn that will help with your overall health?”

Assessment artifacts


Time period assessment was done

8/1/2020 and on-going


Health Services providers partially met the goal of teaching students strategies to better manage their physical well-being.  44% of patients who responded to the patient satisfaction surveys reported that the provider they saw at their visit provided education on strategies to improve or maintain their overall health.  Many of the patients who completed the patient satisfaction surveys stated they had been to visit the clinic for TB tests, flu or other vaccines and were not provided with any health strategies.  This could skew numbers as many of these are quick RN type visits and not APRN visits.

The following comments were received via the surveys:

“Learned about birth control.”

“[Information] regarding back pain and how to deal with it and importance of posture.”

“Continue to go on walks in my neighborhood as it is helping my blood pressure.”

“Safe sex.”

“Staying away from greasy foods, especially at night. And ways to take care of heartburn.”

“When to get specific vaccines.”

“Exercise and diet to lower cholesterol. Setting up a PCP.”

Continuous improvement process

Incorporate education into each clinic visit provided by RNs to increase patients knowledge/abilities to better manage their physical well-being.

When changes were made in FY21


Stakeholder involvement / Communication plan

Students, employees, Health Services staff, Sharon Downs

Assessment 3

Type of assessment (learning outcome or operational)



Offer students the option to utilize an online drop-in consultation opportunity (Health Talk) to engage with a medical professional; how many users become Health Services clients.

Activity or experience being assessed

Develop, market, and implement online Health Talk sessions

Assessment artifacts

Headcount of students who attend/login; add item to Health Services Patient Satisfaction survey specific for online Health Talk participants


Health Services experienced several staffing issues throughout the year which made it impossible to add on this additional service this year. We will explore adding this to next year’s annual plan.

Priorities for Next Year

No information provided.