I would like to take this opportunity to respond to an editorial about the Student Health Center in last week’s issue of The Poly. I believe the statements made about my staff were unjustified, and the conclusion that the “Health Center Lacks Compassion” is unfounded.

I have great confidence in stating that all the members of the Student Health Center staff take student care seriously and approach their work with professionalism and compassion. Additionally, the Student Health Center staff takes patient satisfaction and student complaints seriously. Each semester we conduct satisfaction surveys, both in and out of the clinic, to measure student impressions about our services. The survey of students who have visited the Student Health Center consistently returns with greater than 97 percent satisfied or very satisfied responses to our questions on staff friendliness and professionalism.

Every complaint is investigated thoroughly, including detailed interviews with the person(s) involved, to determine whether established policies and protocols were followed. If the investigation uncovers areas for improvement, we change policies and practices accordingly and notify the student of the changes they helped institute. In instances where the concern is determined to be unfounded, we share the results of the review with the individual, including relevant discussions of current practice standards. In these situations, most students are satisfied that an extensive investigation was performed, that their voice was heard, and that their experiences were validated.

I would also like to address the issue of medical excuses. Our website (http://studenthealth.rpi.edu/) has a detailed description of our policy. In brief, medical excuses cannot be provided to students who are not medically evaluated at the Health Center. When a student is evaluated and the determination is made that the student is medically unable to attend classes, the Dean of Students Office is notified in writing by the Health Center, whereupon the student’s professors are notified. In thinking about this policy, I would ask each of you to ponder: What would happen to personal responsibility and class attendance if every time someone called in and stated they needed an excuse we gave one?

What I find most troubling about last week’s editorial is that we had to read about a student’s complaint in The Poly before having the opportunity to discuss the matter in person. I would encourage any student who has a problem with the Student Health Center, including Sara Melikian ’11, to come to us with the concern. Only through open and honest conversation can we fully understand the experience of our students and, conversely, explain our policies, procedures, clinical decisions and recommendations. Ultimately, it is only this context that will produce resolutions and any required customer service improvements.

Leslie Lawrence, MD

Medical Director

Student Health Center