Appendix E – Comments about Orcas Family Health Center.
We asked people to rate and then provide comments about OFHC and to tell us what they liked.
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OFHC Rate OFHC Comments OFHC - What do you like
10 My husband has terminal cancer. OFHC has provided excellent, compassionate care.
8 Extremely available. Good service.
9 my association with Orcas Family Health Center has been more than satisfactory
10 We are new to the island. My husband needed to see a doctor. We didn't know if was serious, but after explaining his symptoms to the nurse he was able to see the doctor that day!
8 We've been going to Dave Shinstrom for 20 years; he knows us well and has provided excellent care.
5 While we appreciate and like the clinics Dr and nurse staff, the wait time to be able to get in to schedule an appointment is unacceptably long. We really like the physician and several of the nurses
10 We love Dr S !
5 Have not been in the past 6 months they will see anyone in need
10 accessable, competent, user friendly they will see/treat anyone regardless of insurance or registered patient status. (I have both, but support the dedication to those who do not)
10 They work hard to accommodate you and treat you in a caring and professional manner. Very limited wait times, try hard to work you in when needed
6 One of the PA's is great. The other is strangely defensive. So customer service is a mixed bag. very little waiting
9 The OFHC response has always been good including follow-up calls from Shinstrom. Very personalized service. They also make an extra effort to serve those less fortunate. I don't know how they can do it for so much less than the medical center.
10 They know me and my family
10 They take the insurance. I can get in within a day or so. People are wonderful. Thank you!!!!
10 They will get you in asap and make you feel welcomed. They follow up with insurance issues and keep you in the loop and make you feel welcome!
9 I have no problems with this clinic. They have been adequate for my my family's needs. They can schedule an appointment same or next day 95 percent of the time.
10 Talk to real person on Orcas Island They call back
10 I've only had wonderful experiences. They are incredibly accommodating. I've had several after hours calls where I met with a Doctor in 20 minutes. They let us hold the reins for our health care decisions rather then trying to push us into policies or procedures using fear. That's huge.
10 Professional, responsive, awake. They are realistic and down-to-earth. I appreciate their professional and open approach to helping their community.
9 Caring, professional, not imperious like some other island providers, saved my life last year with rapid response and referral. They all listen and help me to get the care I need on and off island. The doc LISTENS and takes into account my preferences for tx.
7 They go above & beyond -- & do not discriminate against low income citizens Their dedication to their mission, not their owner
9 The staff where I feel I matter unlike my short time with UW. The staff that seems to care and know what they are doing.
10 the staff
9 Karen & Shyla are excellent The staff
9 The caregivers and employees are professional and friendly. They genuinely care about the health of my family members. The quality of care.
6 I felt that the follow up on my treatment and it's effectiveness was poor The people who work there
10 They care about me; not just a number. The people and easy access.
8 I recieve excellent physical health care, however my main problem has been mental health related. It has been extremely to find an integrated program to help me with both my mental and physical help together. I have been misdiagnosed with depression for well over 20 years! It wasn't OFS' fault...but why was it never caught until I was nearly hospitalized? The friendliness, knowledgeable, caring, and welcoming staff. Thank you, Thank you, Thank you.
9 Not looking forward to the eventual retirement of Dr. Shinstrom. He has been great for us and Orcas Island. The open and responsive manner which the Drs. and staff utilize while listening to the patients' needs and desires.
8 Best: willing/able to staff sufficiently to get patients in promptly. Also v important, I don't feel judged abt my weight, not-always-healthy habits. I don't ever feel dismissed as non-compliant when I don't agree w their guidance. Also: Efficient yet satisfying two-way discussion. Also: respectful care for transgender patients. That has not been something I reliably experienced at the medical center. Also true: Clinically strong skills among providers in both practices. The continuity of the clinic administrator. Strong continued support from donors to cover costs for poor and working-poor parents and their children. Almost always a balance of providers' practice styles. Great, great senses of humor!
10 I am well cared for. Staff. availability, in Eastsound
10 The ability to call and speak with an actual person who lives here in the island.
10 My experience with this provider has been excellent for approximately twenty years or so. The care I have always received by this provider, the kindness and care of the entire staff, and being able to always get answers to my questions.
10 OFHC goes above and beyond. I never have to wait long for an appointment; communication is respectful and human. The commitment to care for everyone.
9 staff, service, community involvement
9 Staff is friendly; quality care; they see you when you need to be seen.
10 Staff competence, care, access. Aimee Johnson manages tremendously well, Dave and Karen consistently good clinically.
8 direct contact with office..appts reasonable... seeing the physician in a timely manner
8 Shinstrom's medical knowledge
8 Compassionate, on time, comfortable waiting room, cheerful employees. Ready to serve everyone, without question, willing to accept smaller salaries in order to do so. Referrals to doctors of patients' choice an easy option. Quick response for refilling prescriptions. Trusting, ongoing relationship with staff.
10 Listen well and attempt to positively treat for the diagnosis size of clinic and attitude of staff
10 Responsive, caring.
7 patient-centered family care see above
10 Someone has always been there for my family...usually Dr Shinstrom can be counted on to go above and beyond for his patients. See above...
7 Readily available appointments
10 Dave Shinstrom and his staff are great. Quick response to request for appointments and recognizing when referral is necessary.
9 Quick appointments
9 Very satisfied Providers are great
10 Qualified personnel, quick appointments, great empathy, friendly staff
6 quick appointments
10 pragmatism of service
9 Competent Doc and nurses and support staff Professional
10 ALWAYS RESPONSIVE AND IMMEDIATE APPOINTMENTS/SERVICES/MEDICAL CARE PROFESSIONAL. THEY DO NOT WASTE TIME AND HAVE AN EXCELLENT SYSTEM OF GETTING THE JOB DONE
8 Local, consistency, and usually able to get into an appointment within a day or two
5 My primary care provider was sent to a different clinic and I was never notified. Therefore, I lost my provider and didn't know it until the pharmacy tried to refill my prescriptions and no one seemed capable of doing so according to the pharmacy. Nice to know there is a health facility available on Orcas Island even though they've determined to tax those with more property to take care of those with less.
10 I was Dr. Russel's patient and followed him to the UW clinic, but was quite unhappy with my initial experiences there (lack of warm and helpful front desk staff, a several-day wait for a prescription refill and a 20- minute wait for telephone help). I am now a patient of Dr. Fleming at OFHC, and will be returning to UW when she moves there. OFHC feels like a clinic on Orcas Island should...you are greeted and treated by warm, helpful people who make you feel welcome and more at ease. This is important! No one loves going to the doctor...there is usually anxiety, discomfort or uncertainty that brought you there, and the clinic staff plays a significant role in either easing or exacerbating this. Compared to my experience at the UW clinic, OFHS is much quicker to respond to phone messages, referral requests, prescription refills, etc.
10 Kind staff, quick to in, compassionate and trusted People
6 Only had one occasion to see a doctor and that experience was very good and makes me comfortable coming back. It is here if I need it.
3 Talking directly to our center for any kind of information It's here
8 Easy to communicate with and helpful. It's on the island.
10 UW wanted 6 weeks for an appointment to do a normal blood draw so I changed to OFHC and got in the next day. The current plan UW is using DOES NOT efficiently serve the residents. Lack of wait times for appointments.
8 I love this clinic. They have been there for my family and friends over and over. I would love to see more effort to improve "follow up" to issues they treated. I love most that they treat everyone, regardless of their ability to pay. No one is made to feel unvalued or that they are less important than other patients. I have seen this clinic do this at real personal sacrifice and effort.
9 Good front staff, usually short wait times even for routine care, respectful staff. Billing could be more prompt Personal service? as a long time islander, I don't feel that the us staff knows me or wants to know me
7 I love that Dr. Shinstrom cares about his patients and treats us like people and not like a non entity on a conveyor belt.
10 Expert, Board Certified, caring medical service without concern for ability to pay. Reassuring, caring care. Even makes house calls when truly needed. In addition to #15, Dr. Shinstrom is dedicated to his patients, and puts their needs above his, including above his ability to make a decent salary. What other physician can say that ? I trust his advice absolutely.
9 I've been with them since Dr. Shinstrom was let go at the Med Center and am well served by that provider. It is a "Patient-centered" practice. I'm a known quantity there. Their practitioners will make house calls when the need arises. The atmosphere in the office is friendly and welcoming.
10 I always am treated with consideration and respect. I fell that I am a person rather that just another patient. I like the no frills make it work for everyone ethic.
9 I know the providers, they know me, I've been going there for years, they are very capable, and they listen well.
8 They are friendly and locally-oriented, understand islander mentality and needs. I can access their services and their people much more easily than the UW Clinic. They are willing to do tests and blood draws for my surgeon who is not UW-affiliated. They go out of their way to accommodate the needs. They are enthusiastic encouraging me. They obviously care on a personal level.
10 The staff and the atmosphere are welcoming, the staff is attentive, and thorough and they have great communication. I can get my needs met in a timely manner and don't feel like I am inconveniencing anyone.
10 Friendly and helpful and always gets you in rather promptly. I go way back to when it started, so am friends with Dr. Shinstrom. He is acquainted with my needs after 25 years.
8 Needs stronger staffing support, more hours of physician care, addition of a younger physician to assure continuity of care long term. I have heard stories of misdiagnosis but over the years(14) even in critical situations the calls have been good. The clinic offers a broad base of care regardless of ability to pay. One can get care with little bureaucratic fuss. I understand that accessing care thru UW is more complicated.
8 I'm pretty healthy, so I only go to OFHC once a month for an INR blood draw. Easy to procure appointments.
4 Not prompt with referral follow through/ unimpressed with physician-or rapport, clinic not willing to advocate for their patients Easy to schedule an appointment
8 Everyone from the first person you talk to when calling to Dr. Shinstrom are polite, courteous, helpful and treat me like I'm the most important person in the world.
8 Friendly and responsive staff. Wait times to be seen by the physician are minimal.
10 Friendly atmosphere
9 Staff work with me to determine the best path for treatment. Friendly staff and always available to help.
10 OFHC has always been able to get me in right away. I switched providers for this reason. Friendly staff, competent providers, timely refills
10 Dr Shinstom is readily available in a few days, he's a wonderful observant listener, willing to discuss and explore options, and very up to date with medical knowledge. He also honors his patients' use of alternative practices to augment their health care and takes a cooperative stance with Island healthcare. Friendly staff, easily accessible, relaxed waiting room with books and toys
10 Friendly, available, and super competent.
5 I switched over in order to see Camille Fleming Friendly, professional and accommodating office staff
10 My family and I receive care at OFHC and we have for many years. I am also the clinic's RN and have been for 2.5years working in pt education, clinical coordinator, case manager, and nursing supervisor. Our model is healthcare for all. That means all people who are on Orcas or come to Orcas. My family and I have received excellent care. I have been a patient and have worked at numerous facilities where it was difficult to get an appointment, have my issues heard and addressed, and where patients were not treated well. This is not the case with OFHC. (See additional comments). I am biased as I work there, but from a patient's perspective, I like the easy ability to be seen the same day, the way the providers hear and address my concerns, and the genuine caring and compassion the entire staff give to me, my family, and patients.
2 Human
8 Very good provider. Highly qualified people and comfortable office.
9 Great staff, easy to get in to see provider. Usually same day
8 Good staff, easy to get appointments on short notice. Having an alternative to UW, and capability and approachability of PA's and Shinstrom.
10 Very helpful office staff. Friendly.
10 Getting in same day and accurate assessments of medical issies.
7 Interactions with all staff is excellent. I am able to get in quickly. But, often details like referrals and prescriptions are routinely forgotten. Easy access. Nice staff.
9 billing is slow concerns that they under-diagnose easy to make appointments - very readily available time slots - no wait times to get in!
6 Easy access, quick appointments, call back from PA and intelligent discussion of options. I have never meet the doctor but don't really care.
10 A normal small town clinic Ease of access
10 I needed a physical for my son for sports and they helped me that day. The UW Medical was impossible to use to get an appointment. Easy access unlike the other option.
8 Too much reliance has been placed on PAs. I have had times when a PA has been wrong about diagnosis or had given wrong information. I now wait until the doctor is available. Doctor does not rush, he spends the time necessary. Friendly office staff.
10 Dr. Shinstrom is great and usually quite accessible. Dr. Shinstrom. AlsoI can get an appt quickly.
7 Friendly,proffessional service Dr. Shinstrom has been my longtime doctor and i'm quite satisfied by his services
10 the best Dr Shinstrom
10 Dr Shinstrom and the entire staff. I like knowing my health care providers and I appreciate being able to get an appointment quickly.
10 Down home medicine. Very responsive. Quick appts
10 PAs provide excellent care. I have never seen MD. Staff has longevity and are professional, caring and efficient. My husband and I have had NO problems! Continuity of care, appropriate access, professional, caring staff and knowledgeable, caring providers.
10 Has always been great and remains so Doctors, Nurse Practitioners, Nurses, all the staff and the great attitudes!
8 Care for all approach to providing medical services.
8 They are and have been a great resource for my family. Comfortable atmosphere of treatment.
10 Always available 24/7 Great clinic! Consistency, availability, knowledgeable and welcoming.
8 They stiched me up within an hour of my injury. Very little lost work Available, affordable, friendly
7 camille fleming
9 Better response, better access to service, able to get stitches or x-ray promptly
9 Availability. Same or next day appointments. Quality of care.
10 Availability, friendliness, cooperation excellent with VA Choice, never have to wait!
8 Able to see someone within 7 days, Kind, willing, affordable, however the rooms are not as clean as they should be and medical expertise standard could be up-graded. availability, and willing to help as best they can,
10 Great care Attentive and personal care
9 As a long-term patient with the OFHC, I have received good care. Appointments are usually readily available.
10 Appointment availability
9 Always get to see someone if I am ill. Always get to see someone when I am ill.
10 Excellent full-service care (i.e. arranging medicare payments, prescription refills, clinician appointments, etc), and cheerful rapid responses by staff questions and needs accessible personal care, rapid availability, high quality family medicine decisions
rate comments like
10 This provider has the best sense of community and rural health care. OFHC understands an on-call after hours doctor is necessary to save patients thousands in dollars from having to be flown off for sutures, etc. A true hometown doctor.
8 able to see doctor quicker than UW clinic
8 Needs more support to update medical and office equipment and provide benefits and fair wages to staff Accessible