Student Health in need of a serious checkup

Last year, I read an article in The Wall Street Journal that ranked student health systems at various universities. Penn's Student Health Service fell in the middle of the pack. At the time, I didn't think too much of the report. The only time I'd ever visited Student Health was during my freshman year to get free lozenges for a sore throat. Even if Student Health was mediocre, it seemed like no big deal.

All of that changed last year. Sometime in September, I began feeling really sick. After ignoring it for a few weeks (I procrastinate about everything), I went to Student Health. When I called, I was put on hold for 30 minutes and couldn't get an appointment for two days. I eventually made an appointment during a two-hour break between my classes. After an hour and forty-five minutes in the waiting room, I left for my next class without seeing a doctor.

This process was repeated two more times. When I finally saw someone -- ten days later -- I was too sick to go to class, so I didn't care if I spent hours in the waiting room. The doctor gave me antibiotics and lab tests. Later, I realized that I had no idea how to get the results. After another eight fruitless phone calls, I still had no results, but I was starting to feel better anyway.

In January, the symptoms returned. I went through the same two-week runaround. Unfortunately, this time my medical records from September were lost in a clerical error, so the doctor didn't know that I'd ever been there before (even though I told her I had).

In March, my illness came back with a vengeance. I was missing class, sleeping for 15 hours a day, constantly nauseated and losing weight unintentionally. I made another appointment. After a two-hour wait without seeing a doctor, I went home. On the way back, I passed out in a stairwell. I was scared, and I became desperate to see a doctor. The next day, I went to Student Health in a taxi, because I was too exhausted to walk there. I couldn't get an appointment, so I lied and said that I'd made an appointment but they had lost it.

I don't know if Student Health would have finally figured things out on that last try. A few days later, I went home for spring break and found myself in the hospital. I was diagnosed with an autoimmune disease that frequently occurs in young people. The physician was appalled that I hadn't been diagnosed sooner.

Fortunately, the illness was completely treatable, and I began feeling better within a week. I expect to have no further problems. However, I now know that my miserable junior year could have been prevented entirely.

In my experience, when it comes to troubles with Student Health, the issues described by The Journal are just the tip of the iceberg. Although the medical personnel are kind and competent, their effectiveness is limited by systemic inefficiency.

One major problem with Student Health is the appointment system. Right now, the only surefire way to get a same-day appointment is to call at 8 a.m.; by 8:30, most slots are filled.

Another serious problem is poor follow-up. I know many people who have had trouble getting test results back from Student Health.

Student Health's biggest problem is the long waits. Some of the time lag is caused by a shortage of exam rooms and an ineffective appointment system. The delays are exacerbated by an inequitable queuing procedure that gives priority to "special" individuals. For example, I have heard from friends that varsity athletes can get same-day appointments -- ahead of other patients -- with a well-placed call from a coach.

All of these issues create inadequate medical care that affects everyone. When students develop an infection but are unable to see a doctor for ten days, they have time to spread the disease to dozens of other people, creating a public health hazard.

There are solutions to these problems. Student Health needs more exam rooms, as well as more receptionists to organize files and cut back on long phone holds. The office needs an online appointment system to eliminate the 8 a.m. mad dash. And everyone should make appointments in the same way -- no special arrangements for anyone.

Moreover, the medical personnel should call students with their test results, just like most doctors do. And all patients should be provided with their physicians' e-mail addresses.

When I was sick, I was hesitant to complain because I felt dependent on Student Health. I couldn't afford to antagonize anyone there. If you're feeling rotten, it's hard to be a savvy self-advocate. For that reason, we all must demand that the University upgrade its health care so that no one has to repeat my experience. I wouldn't wish it on anyone.Jennifer Weiss is a senior Linguistics and Theatre Arts major from Los Angeles. War On Error appears on Wednesdays.

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