FY 2019| 2020 ANNUAL REPORT
ADAPTING AND THRIVING THROUGH ADVERSITY Challenging times lead to innovation as PPOSBC finds new ways to serve the growing needs of our community, and expand access to care.
TOTAL MEDICAL VISITS:
212,389 161,165
PPOSBC health center visits
25,333
Melody Health health center visits
17,786
Telehealth/Drive-Thru visits
8,105
Planned Parenthood Direct app visits
TOTAL UNIQUE PATIENTS:
107,339
Data includes PPOSBC, Melody Health, and Planned Parenthood Direct
A LETTER FROM PRESIDENT & CEO JON DUNN FY 2019/2020 proved to be an unprecedented year starting with record-breaking patient volume and ending with an innovative new service delivery model. Prior to the COVID-19 outbreak, on average our health centers were exceeding projected patient volume by 7% and surpassing year-over-year volume by 9%. Even with this large increase in visits, we were able to expand to meet the needs of our communities while maintaining quality service measures, keeping our 98% patient satisfaction rating, and continuing our better-thanindustry average wait times. As the coronavirus outbreak forced needed safety measures and a shelterin-place mandate, patient volume dropped nearly 40%. To adapt, health centers quickly pivoted to offer incenter visits as well as telehealth and Drive-Thru options. Additionally, our Health Education and WIC teams both went virtual as well. Our innovative Drive-Thru service delivery model also allowed for no-touch prescription pickup so patients could safely get needed
medication while reducing the risk of COVID-19 infection. Telehealth and Drive-Thru services quickly accounted for over 55% of total visits, demonstrating the desire for convenient, safe, quality care. While the coronavirus pandemic has upended many industries, thanks to our hardworking staff, PPOSBC was able to act quickly and nimbly and remained focused on our mission to serve more patients with high-quality, affordable, non-judgmental care than ever before. Thanks to this ingenuity, we are excited to be back in a stable position, hitting our projected patient volume forecast. We are proud to offer exceptional care and education to everyone; regardless of insurance, immigration status, ability to pay, or even pandemic. No one is turned away and our doors remain open to all.
JON DUNN President & CEO