1. INFORMATION AND IDEAS
LUCY STEIN DESE

2. PRECONCEPTIONS
o BAD FACILITIES
o POOR, RUSHED TREATMENT
o LONG WAITS

3. THE CLINIC
o ONLY FOR UNINSURED
o 150% OF POVERTY LEVEL
o 19-64
o 1200 PATIENTS
o SELECTED BY LOTTERY
o ALMOST ALL STAFF VOLUNTEERS
o COMPLETELY FREE CARE
o PRIMARY CARE AS WELL AS SPECIALTIES
o HEALTH AND LIFESTYLE CLASSES

4. THE PATIENTS
OVER HALF OF PATIENTS SPEAK ONLY SPANISH

5. THE VOLUNTEERS
o MIXED AGES
o HEALTHCARE PROVIDERS, MEDICAL STUDENTS, SERVICE ORGANIZATIONS
o HIGH SATISFACTION
o HIGH RETENTION
o HIGH LEVEL OF PRIDE IN SPACE
o COHESIVE GROUP

6. “IT’S A PLACE OF LAST RESORT, BUT IT’S A PLACE OF HOPE”
“VIBRANT”
“IT’S LIKE A DOCTOR’S OFFICE BUT NOT BECAUSE PEOPLE
WANT TO BE HERE”
“EVERYONE IS SO GRATEFUL”
“CONGENIAL” “MY DAUGHER LOVES IT. SHE’S BEEN COMING HERE
FOR TWO YEARS”
- VOLUNTEERS
“DR. SCOTT RESTORED MY FAITH IN MEN!”
“I LOVE IT HERE!”
- PATIENTS

7. FOCUS AREAS
PATIENT SELECTION (LOTTERY)
LANGUAGE BARRIER
MODEL CLINIC

8. THE LOTTERY
“THE MOST IMPORTANT THING ABOUT HEALTH CARE IS WHO YOU MEET AT THE DOOR” - CAROL, VOLUNTEER
PROCESS = CLINIC IMAGE

9. THE LOTTERY
o 15-25 PATIENTS SELECTED EACH MONTH
o CHAOTIC LINES STRETCH AROUND BUILDING
o WAIT FOR HOURS
o SETS INACCURATE EXPECTATIONS

10. THE LOTTERY

11. THE LANGUAGE BARRIER
o PAPERWORK IN ENGLISH AND SPANISH
o PATIENTS BRING FAMILY MEMBERS TO TRANSLATE
o VOLUNTEER TRANSLATORS
o SCHEDULING

12. THE LANGUAGE BARRIER
o TRANSLATION SLOWS OPERATION
o NOT ALL TRANSLATORS ARE FLUENT
o VOLUNTEER AND PATIENT FRUSTRATION
o INFORMATION BREAKDOWN
DOCTOR PATIENT
TRANSLATOR

13. MODEL CLINIC
o CULTURE OF EMPATHY AND DIGNITY
o FRIENDLY, WELCOMING COMMUNITY NOT IN YET
o ORGANIZATION CHECKED IN
o COLOR CODING OF CHARTS AND APPOINTMENTS
o CONTINUITY OF INFORMATION FINISHED
o VOLUNTEER ORIENTATION RESCHEDULE
o DOCTOR COMMUNICATION NO SHOW
o TEACHING ENVIRONMENT FOR VOLUNTEERS AND PATIENTS

14. MODEL CLINIC
o MULTIPLE LOCATIONS
o STRONG COMMUNITY PRESENCE
o OPEN PATIENT POLICY