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Planned Parenthood of Orange and San Bernardino Counties 2012-2013 Annual Report
Preparing for Health Care Reform
Health care reform is here and we are helping lead the way.
Health care reform is here and we are helping lead the way.
39,074
Individuals reached through community outreach events and health fairs
46,941
People educated through our community education hotlines (up 13,441 from last year)
<1 Hour
Average appointment cycle time
160,912
Total medical visits at our 8 health centers (up 8,512 from last year), prior to the opening of our Victorville health center
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The New World of Health Care Reform We are entering a whole new world of health care under The Affordable Care Act. New rules, new processes, and new opportunities are available to our patients. At Planned Parenthood, we are excited and ready for this change. Soon, we will offer young women in our community primary care services, combined with the expert family planning care they trust from Planned Parenthood.
The services we will provide include asthma maintenance and treatment, flu shots, blood pressure and cholesterol management, and much more. Planned Parenthood can become the “go-to” provider of young women’s health care by offering comprehensive, compassionate, and confidential care in a setting that has been specifically designed to meet the needs of young women.
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Looking Back to Move ForwardAs we prepare to provide even more women in our community with the health care services they need and deserve, we can take a look back at the goals we have already accomplished in the past year. Patient numbers and online appointment requests have both increased, while the average appointment cycle time dropped to under an hour. Some health centers saw renovations, and we opened a beautiful, state-of-the-art, LEED-certified health center in Victorville that is expected to serve over 20,000 patients a year.
In Orange County alone, we saw more than 64,000 unique patients last year, with San Bernardino continuing to grow to 25,000 unique patients. Our patient satisfaction scores are over 90 percent due to a formula of personalized care, prevention and wellness, as well as treatment.
We look forward to providing this same level of care as we move forward in the new world of health care reform.
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A Letter From President/CEO Jon Dunn This year was a time of planning and preparation as we readied ourselves for the start of health care reform. It was also a year of continuing expansion as we once again served more patients with a broader scope of care than at any other time in our history. For example, the newly completed Victorville health center will now provide residents of the High Desert access to the trusted Planned Parenthood services in their community for the first time.
Our efforts to prepare for health care reform have included conducting focus groups with patients to better understand their needs, forging new partnerships with health plans to create greater access, hiring primary care
physicians to broaden our expertise, and renovating our health centers to make them more welcoming than ever before. We also worked to increase convenience for our patients by reducing waiting times and committing to completing most appointments in under an hour. For greater access, all of our health centers are now open 7 days a week — most for 12 hours a day. These changes and investments in the future should position us for success after health care reform implementation.
Health care reform is requiring some changes in the type of care we will provide, but our commitment to our mission remains unwavering. Based on feedback from our patients, we are creating a new kind of medical practice for women of reproductive
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Jon Dunn President and CEO
C. William WoodBoard Chair
age. By combining our existing expertise in family planning with primary care, we can become the medical home our patients want for all their health care needs. These changes will keep Planned Parenthood strong into the future, so that we can always be there to provide the family planning and abortion services our patients count on us for.
As we look towards the future we hope we can count on you, our donors, to continue to stand with us as we work to meet the needs of our patients throughout health care reform. Thank you for your generous support in the past and your ongoing commitment to Planned Parenthood of Orange and San Bernardino Counties.
The results are here. Thanks to all the efforts last year,
our community is now…
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...HealthierOur patients understand the importance of having access to an array of health care services, as evidenced by the amount of services we have provided this year. They made it a priority to receive necessary reproductive and preventive care services.
1,004,829 condoms distributed
Community79% of our patients report an annual income less than $15,51045% of our patients identify as Hispanic Service Mix
HIV/STI Testing and Infection Checks 18.1%
Pregnancy Testing 16.6%
Abortion Care 6.1%
Other 6.3%
Emergency Contraception 2.4%Prenatal/Vaccinations 2.1%
Colposcopies/LEEP 1.2%
Well-Woman Exams and Family Planning 47.2%
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160,912 medical visits
(up 8,512 from last year)
160,912 152,400<1 Hour
average appointment cycle time
14,916 online appointment requests
137,700
2011 2012 2013
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…More informed The message is clear. With a 40 percent increase in hotline inquiries via phone, text, and online chat over the past year, our patients are in greater need of information. Planned Parenthood is the resource they seek and trust to give them that information.
491 parents trained
331 youth-serving professionals trained
131 peer educators
trained
46,941 hotline inquiries (up 13,441 from last year)
39,074 health fairs and outreach events
13,877 classroom and community presentations and workshops
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…More engagedPatients are looking for more ways to connect to us online and our social media numbers prove it. Whether they are staying up-to-date on Facebook or checking out the health centers on Yelp, patients have been actively engaged with our online presence.
1,458 Twitter followers (32% increase over last year)
Yelp testimonials
2,621,396 Facebook reach
(Average Yelp stars 3.6/5)
24,299 Views on Yelp
7,389 Actions from Yelp
(higher rating than Kaiser Permanente in Irvine and Santa Ana, and the Mayo
clinics in Scottsdale and Jacksonville)
“I loved the personable attention that they gave to me. That sort of service is valuable and timeless.”Christine L.
“I was seen right away and was in and out in less than an hour.”Anonymous
“I love Planned Parenthood!!! Seriously, it’s the best Dr. office I’ve ever been to.” Jaclyn F.
“Today, I swallowed some courage because this was my first time ever going here and all I can say is that this place is awesome!”Anonymous
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...More prepared Our services for women with infants and children continued going strong this year. We’ve provided ongoing MOMS prenatal classes, the Onesies Dental Program, Mommy and Me classes, as well as Medi-Cal, Cal-Optima, and Healthy Families enrollment counseling sessions.
201,724 individual sessions provided by WIC
121,681 children
provided with needed food
vouchers through WIC
services
38,730 infant
assessments/ counseling
16,833 prenatal clients enrolled
16,691 nutrition
education sessions
12,819 breastfeeding counseling
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Building From a Solid Foundation The Necessary Next StepsWith the successes of last year, we look to build from that solid groundwork as we move toward health care reform implementation. In preparation for providing primary care services, we have been busy hiring top-tiered primary care physicians, contracting with medical groups and health plans, purchasing new equipment, and renovating our health centers so that we are ready to redefine the way health care is delivered.
Our ninth health center opened in Victorville for the underserved High Desert residents, and the Westminster and Santa Ana health centers are undergoing renovations. Updates have
also been made throughout each health center to create a more welcoming atmosphere for patients, and we will continue to improve the overall patient experience as we move forward.
We Will be Here Although most of the health care reform changes will be positive, we are prepared for any bumps along the way. We are listening to our community advocates and health partners to help ensure a smooth transition. An Enrollment Department has also been created to help usher Planned Parenthood of Orange and San Bernardino Counties through health care reform. It will also aid our patients in enrollment by walking them through the process, answering their questions, and advising them to take advantage of the full range of benefits that are available to them.
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By combining our expansion into comprehensive primary care with our expertise as a trusted provider of reproductive health, we believe we can create a well-rounded health care experience — one that will meet the needs of women in their reproductive years more completely than any other provider. As we move to the next chapter of Planned Parenthood, we will continue to do our part to keep young women informed every step of the way. We are very excited about the opportunity to provide our patients with even more care in the coming year.
To those of you helping us make a difference — thank you.
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Christina Hernandez Dianne LanderosJan LansingSusan LeibelCarol M. Rhoads Nancy R. White
Executive Team
Jon Dunn, MSW, MBAPresident/CEO
Dan Seargeant, Ph.D., MBA CFO
Betha Schnelle, MPHCAO
Jennefer Russo, MD, MPHMedical Director
Scott MarshallSenior Vice President, Compliance Officer
Robert Armenta, Jr., MPA Vice President of Public Affairs
Kate Jeffrey, MBAVice President of External Affairs
Lauren Rayner, MBA Vice President of Development
Ron Herrera, PHR Vice President of Human Resources
Irene Salazar, MSLMVice President of Community Education and Outreach
Board of Directors 2012-2013
C. William WoodBoard Chair
Kathy VrabeckChair Elect
William WeinbergSecretary
Tara BalfourTreasurer
Afsaneh AlisobhaniRabbi Hillel CohnJane EglyDebra R. GierutGloria Macías-HarrisonBelinda Escobosa-Helzer Jane Hanauer
Health Centers:
Orange County Anaheim 303 W. Lincoln Ave., #105
Costa Mesa 601 W. 19th St.
Mission Viejo 26137 La Paz Rd., #200
Orange 700 S. Tustin St.
Santa Ana 1421 E. 17th St.
Westminster 14372 Beach Blvd.
San Bernardino San Bernardino 1873 Commercenter West Upland 918 W. Foothill Blvd., #A
Victorville 15403 Park Avenue East
WIC Locations: Santa Ana 1134 E. 17th St. Stanton 12600 Beach Blvd., #A Costa Mesa 621 W. 19th St., #B
WIC Satellite Locations Anaheim, Costa Mesa, Orange, Santa Ana, and Stanton
Hotlines: Our trained health educators provide honest, accurate information about your sexual and reproductive health.
Text 53634
Call877.4ME.2ASK
Chat BetterThanSexEd.org
700 S. Tustin St., Orange, CA 92866 | 714.633.6373